Business Communication: Process and Product

672 Pages·2011·33.72 MB·English

by  Mary Ellen Guffey

Guffey ... It's Just That Easy Page: iv
Innovative Features With Guffey...It's Just That Easy Page: viii
Improvements: What's New in Business Communication: Process And Product, 7e Page: xii
Brief Contents Page: xv
Contents Page: xvi
Appreciation for Support Page: xxiv
About the Authors Page: xxvii
Unit 1: Communication Foundations Page: 1
Ch 1: Effective and Ethical Communication at Work Page: 2
Communication Skills and You Page: 3
Thriving as a Knowledge Worker in the Information Age Page: 5
Trends Affecting You in Today’s Dynamic Workplace Page: 7
Understanding the Process of Communication Page: 13
Overcoming Interpersonal Communication Barriers Page: 15
Communicating in Business Organizations Page: 17
Improving the Flow of Information in Organizations Page: 19
Looking at Business and Ethics Page: 24
Examining Ethics in the Workplace Page: 25
Summary of Learning Objectives Page: 30
Chapter Review Page: 32
Critical Thinking Page: 32
Activities Page: 32
Video Resources Page: 36
Chat About It Page: 36
Grammar and Mechanics C.L.U.E. Review 1 Page: 37
Ch 2: Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills Page: 38
Becoming a Team Player in Professional Groups Page: 39
Preparing to Work With Groups and Teams Page: 40
Planning and Participating in Face-to-Face Workplace Meetings Page: 48
Using Effective Practices and Technologies in Virtual Meetings Page: 53
Listening in the Workplace Page: 58
Communicating Through Nonverbal Messages Page: 63
Developing a Competitive Edge With Professionalism and Business Etiquette Skills Page: 68
Summary of Learning Objectives Page: 70
Chapter Review Page: 71
Critical Thinking Page: 72
Activities Page: 72
Video Resource Page: 76
Chat About It Page: 76
Grammar and Mechanics C.L.U.E. Review 2 Page: 77
Ch 3: Intercultural Communication Page: 78
The Increasing Importance of Intercultural Communication Page: 79
Culture and Communication Page: 83
The Benefits of Intercultural Proficiency Page: 87
Effective Communication in Intercultural Settings Page: 90
Ethics Across Cultures Page: 95
Advantages and Challenges of Workforce Diversity Page: 99
Summary of Learning Objectives Page: 103
Chapter Review Page: 104
Critical Thinking Page: 104
Activities Page: 104
Video Resource Page: 108
Chat About It Page: 109
Grammar and Mechanics C.L.U.E. Review 3 Page: 109
Unit 2: The Writing Process Page: 110
Ch 4: Planning Business Messages Page: 111
Understanding the Writing Process for Business Messages Page: 112
Analyzing Your Purpose and Selecting Your Channel Page: 115
Anticipating the Audience Page: 116
Adapting to the Task and Audience Page: 118
Writing in Teams Page: 124
Adapting to Legal and Ethical Responsibilities Page: 128
Summary of Learning Objectives Page: 132
Chapter Review Page: 133
Critical Thinking Page: 133
Writing Improvement Exercises Page: 133
Activities Page: 134
Video Resource Page: 135
Chat About It Page: 135
Grammar and Mechanics C.L.U.E. Review 4 Page: 136
Ch 5: Organizing and Writing Business Messages Page: 137
Gathering Information Through Research Page: 138
Organizing Ideas Page: 143
Composing the First Draft Page: 147
Creating Effective Sentences Page: 148
Drafting Powerful Paragraphs Page: 153
Summary of Learning Objectives Page: 156
Chapter Review Page: 157
Critical Thinking Page: 157
Writing Improvement Exercises Page: 158
Activities Page: 159
Video Resource Page: 161
Chat About It Page: 161
Grammar and Mechanics C.L.U.E. Review 5 Page: 161
Ch 6: Revising Business Messages Page: 162
Applying Phase 3 of the Writing Process Page: 163
Revising for Conciseness Page: 164
Revising for Clarity Page: 167
Designing Documents for Readability Page: 170
Proofreading Page: 173
Evaluating Page: 176
Summary of Learning Objectives Page: 180
Chapter Review Page: 180
Critical Thinking Page: 181
Writing Improvement Exercises Page: 181
Activities Page: 182
Video Resource Page: 184
Chat About It Page: 185
Grammar and Mechanics C.L.U.E. Review 6 Page: 185
Unit 3: Workplace Communication Page: 186
Ch 7: Electronic Messages and Digital Media Page: 187
Preparing and Composing Professional E-Mail Messages Page: 190
Using Instant Messaging and Texting Professionally Page: 195
Using Podcasts or Webcasts, Blogs, and Wikis for Business Page: 200
Negotiating Social and Professional Networking Sites Page: 206
Best Practices for Using Electronic Media Smartly, Safely, and Professionally Page: 212
Summary of Learning Objectives Page: 213
Chapter Review Page: 214
Critical Thinking Page: 214
Activities Page: 214
Video Resource Page: 218
Chat About It Page: 218
Grammar and Mechanics C.L.U.E. Review 7 Page: 218
Ch 8: Positive Messages Page: 219
Successful Positive Messages Start With the Writing Process Page: 220
Positive Messages: E-Mails, Memos, and Letters Page: 223
Routine Request and Response Messages Page: 227
Instruction Messages Page: 231
Direct Claims Page: 233
Adjustments Page: 236
Goodwill Messages Page: 240
International Messages Page: 243
Summary of Learning Objectives Page: 244
Chapter Review Page: 246
Critical Thinking Page: 246
Writing Improvement Exercises Page: 246
Activities Page: 247
Video Resource Page: 254
Chat About It Page: 254
Grammar and Mechanics C.L.U.E. Review 8 Page: 254
Ch 9: Negative Messages Page: 256
Conveying Negative News Effectively Page: 257
Examining Negative News Strategies Page: 261
Analyzing the Components of Effective Negative Messages Page: 263
Refusing Typical Requests Page: 268
Handling Bad News With Customers Page: 268
Delivering Bad News Within Organizations Page: 277
Presenting Bad News in Other Cultures Page: 281
Summary of Learning Objectives Page: 283
Chapter Review Page: 285
Critical Thinking Page: 285
Writing Improvement Exercises Page: 285
Activities Page: 286
Video Resource Page: 293
Chat About It Page: 293
Grammar and Mechanics C.L.U.E. Review 9 Page: 293
Ch 10: Persuasive and Sales Messages Page: 294
Understanding Persuasion and How to Use It Effectively and Ethically Page: 295
Blending Four Major Elements in Successful Persuasive Messages Page: 299
Requesting Favors and Actions, Making Claims, and Delivering Complaints Page: 303
Writing Persuasive Messages Within Organizations Page: 307
Planning and Composing Effective Direct-Mail and E-mail Sales Messages Page: 311
Comparing Persuasion in High- and Low-Context Cultures Page: 318
Developing Persuasive Press Releases Page: 321
Summary of Learning Objectives Page: 323
Chapter Review Page: 324
Critical Thinking Page: 324
Activities Page: 325
Video Resources Page: 333
Chat About It Page: 334
Grammar and Mechanics C.L.U.E. Review 10 Page: 334
Unit 4: Reports, Proposals, and Presentations Page: 335
Ch 11: Report and Research Basics Page: 336
Understanding Report Essentials Page: 337
Applying the 3-x-3 Writing Process to Reports Page: 343
Gathering Information From Secondary Sources Page: 349
Gathering Information From Primary Sources Page: 351
Documenting Information Page: 361
Creating Effective Visual Aids Page: 364
Summary of Learning Objectives Page: 371
Chapter Review Page: 372
Critical Thinking Page: 372
Activities Page: 373
Chat About It Page: 377
Grammar and Mechanics C.L.U.E. Review 11 Page: 378
Ch 12: Informal Business Reports Page: 379
Interpreting Data Page: 380
Drawing Conclusions and Making Recommendations Page: 386
Organizing Data Page: 389
Writing Short Informational Reports Page: 394
Preparing Short Analytical Reports Page: 401
Summary of Learning Objectives Page: 413
Chapter Review Page: 414
Critical Thinking Page: 414
Activities Page: 414
Self-Contained Report Activities Page: 418
Chat About It Page: 423
Grammar/Mechanics C.L.U.E. Review 12 Page: 423
Ch 13: Proposals, Business Plans, and Formal Business Reports Page: 424
Preparing Informal Proposals Page: 425
Preparing Formal Proposals Page: 430
Creating Effective Business Plans Page: 432
Writing Formal Business Reports Page: 433
Summary of Learning Objectives Page: 450
Chapter Review Page: 451
Critical Thinking Page: 451
Activities Page: 451
Chat About It Page: 455
Grammar/Mechanics C.L.U.E. Review 13 Page: 455
Ch 14: Business Presentations Page: 456
Preparing Effective Oral Presentations Page: 457
Organizing the Content for a Powerful Impact Page: 458
Building Audience Rapport Like a Pro Page: 463
Planning Visual Aids and Multimedia Presentations Page: 465
Designing an Impressive Multimedia Presentation Page: 466
Analyzing an Effective Presentation Page: 473
Polishing Your Delivery and Following Up Page: 476
Organizing Team-Based Written and Oral Presentations Page: 479
Adapting Presentations to Intercultural Audiences Page: 481
Improving Telephone and Voice Mail Skills Page: 483
Summary of Learning Objectives Page: 486
Chapter Review Page: 487
Critical Thinking Page: 487
Activities Page: 488
Video Resource Page: 491
Chat About It Page: 492
Grammar and Mechanics C.L.U.E. Review 14 Page: 492
Unit 5: Employment Communication Page: 493
Ch 15: The Job Search, Résumés, and Cover Letters Page: 494
Preparing for a Successful Job Search Page: 495
Conducting a Successful Job Search Page: 498
Creating a Customized Résumé Page: 503
Organizing Your Information Into Effective Résumé Categories Page: 504
Optimizing Your Résumé for Today’s Technologies Page: 516
Applying the Final Touches to Your Résumé Page: 520
Creating a Customized, Persuasive Cover Letter Page: 524
Summary of Learning Objectives Page: 531
Chapter Review Page: 531
Critical Thinking Page: 532
Activities Page: 532
Video Resource Page: 534
Chat About It Page: 534
Grammar and Mechanics C.L.U.E. Review 15 Page: 535
Ch 16: Interviewing and Following Up Page: 536
The Job Interview: Understanding Its Importance, Purposes, and Types Page: 537
Before the Interview Page: 540
Traveling to and Arriving at Your Interview Page: 544
During the Interview Page: 545
Answering Typical Interview Questions Page: 546
Closing the Interview Page: 553
After the Interview Page: 554
Other Employment Documents and Follow-Up Messages Page: 557
Summary of Learning Objectives Page: 560
Chapter Review Page: 562
Critical Thinking Page: 562
Activities Page: 562
Video Resource Page: 565
Chat About It Page: 565
Grammar and Mechanics C.L.U.E. Review 16 Page: 565
Appendix A: Grammar and Mechanics Guide Page: A-1
Competent Language Usage Essentials (C.L.U.E.) Page: A-1
How This Grammar and Mechanics Guide Can Help You Page: A-1
How to Use This Grammar and Mechanics Guide Page: A-1
Grammar and Mechanics Guidelines Page: A-2
Grammar Page: A-3
Appendix B: Document Format Guide Page: B-1
E-Mail Page: B-1
Business Letters Page: B-2
Appendix C: Documentation Guide Page: C-1
Appendix D: Correction Symbols Page: D-1
Key to Grammar and Mechanics C.L.U.E. Exercises Page: Key-1
Notes Page: N-1
Acknowledgments Page: ACK-1
Index Page: I-1
Guffey ... It's Just That Easy Page: BM1