Business communication

Business Communications equips students with the communication tools needed for success in today's rapidly changing global business environment. New topics such as exchanging information via telecommunications software, electronic mail, images and multimedia, and on-line information services are presented using the classical business communications approach.

Preface	p. ix
Chapter 1 Communicating in Your Life	p. xvi
Case 1 Sending the Wrong Message	p. 1
Section 1-1 Communication: Its Importance and Roles in Your Life	p. 2
Section 1-2 Communication: Responsibilities of Participants, Forms, and Barriers	p. 9
Section 1-3 Electronic Communication	p. 20
Case Summary	p. 28
Chapter 2 Communicating in a Diverse Workplace	p. 36
Case 2 Succeeding in a Global Business Environment	p. 37
Section 2-1 Cultural Differences at Home and Abroad	p. 38
Section 2-2 Effective Cross-Cultural Communication	p. 46
Section 2-3 Other Diversities in the Workplace	p. 52
Section 2-4 Working Effectively in Teams	p. 57
Case Summary	p. 61
Chapter 3 Nonverbal Communication	p. 70
Case 3 Nonverbal Communication on the Job	p. 71
Section 3-1 Nonverbal Communication: A Key to Accurate Communication	p. 72
Section 3-2 Listening: An Important Interpersonal Skill	p. 85
Case Summary	p. 94
Chapter 4 The Writing Process	p. 102
Case 4 Sending Written Messages That Work	p. 103
Section 4-1 Prewriting: Planning and Organizing: Messages	p. 104
Section 4-2 Drafting: Choosing Words	p. 112
Section 4-3 Revising: Creating Concise Sentences and Complete Paragraphs	p. 120
Section 4-4 Editing and Proofreading	p. 127
Section 4-5 Publishing	p. 131
Case Summary	p. 136
Chapter 5 Writing Memos, E-mail, and Other Communications	p. 144
Case 5 Communicating Too Fast	p. 145
Section 5-1 Uses of Internal Documents	p. 146
Section 5-2 Formatting and Writing Effective Internal Documents	p. 152
Section 5-3 Abuses of Internal Documents	p. 163
Section 5-4 Meetings and Other Internal Communications	p. 169
Case Summary	p. 175
Chapter 6 Writing Letters to Your Clients and Customers	p. 184
Case 6 Maria's Reactions to Letters	p. 185
Section 6-1 Selecting Order and Formatting Your Letters	p. 186
Section 6-2 Writing Letters with a Neutral or Positive Message	p. 196
Section 6-3 Writing Letters with a Negative Message	p. 212
Case Summary	p. 223
Chapter 7 Researching and Using Information	p. 234
Case 7 Asking the Right Questions	p. 235
Section 7-1 Planning and Defining the Search	p. 236
Section 7-2 Locating Sources of Information	p. 242
Section 7-3 Organizing, Evaluating, and Using Information	p. 253
Case Summary	p. 256
Chapter 8 Developing and Using Graphic and Visual Aids	p. 264
Case 8 Improving the Progress Report	p. 265
Section 8-1 Purposes and Placement of Graphic Aids	p. 266
Section 8-2 Developing Graphic Aids	p. 271
Section 8-3 Using Visual Aids for Oral Presentations	p. 284
Case Summary	p. 292
Chapter 9 Writing Routine Reports	p. 302
Case 9 Reports and Peter's New Job	p. 303
Section 9-1 Planning Informal Reports	p. 304
Section 9-2 Writing Informal Reports	p. 313
Case Summary	p. 322
Chapter 10 Writing Formal Reports	p. 330
Case 10 Writing Reports--A Major Function of a Business	p. 331
Section 10-1 Writing Formal Reports	p. 332
Section 10-2 Writing Specialized Reports	p. 349
Case Summary	p. 357
Chapter 11 Technical Communication	p. 366
Case 11 Streamlining Returns	p. 367
Section 11-1 Writing to Instruct	p. 368
Section 11-2 Writing to Describe	p. 376
Section 11-3 Writing to Persuade	p. 385
Case Summary	p. 401
Chapter 12 Presentations and Meetings	p. 410
Case 12 The Presentations and Meetings of Salu's Job	p. 411
Section 12-1 Oral Presentations	p. 412
Section 12-2 Effective Meetings	p. 422
Case Summary	p. 433
Chapter 13 Communicating with Customers	p. 440
Case 13 Customer Service at a Minimum	p. 441
Section 13-1 Customer Service	p. 442
Section 13-2 One-on-One and Telephone Communication	p. 461
Case Summary	p. 469
Chapter 14 Employment Communication	p. 478
Case 14 Brad's Job Search	p. 479
Section 14-1 Analyzing Yourself and the Market	p. 480
Section 14-2 Writing Your Resume	p. 490
Case Summary	p. 500

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