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| Essentials of Business Communication |
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Todays graduates enter working environments with every-increasing demands. As a result of growing emphasis on team management and emploee empowerment, they will be expected to gathered data, solve problems, and make decisions independently. They will be working with global trading partners and collaborating with work teams in an increasingly diverse workplace. And they will be using sophisticated technologies to communicate.
Surprisingly, writing skills are becoming more and more important. In the past, businesspeople may have written a couple of business letters a month, but now they receive and send hundreds of email messages weekly. Their writing skills are showcased in every message they send. To help students develop the skills they need to succeed in today's technologically enhanced workplace, we have responded with a thoroughly revised Fifth Canadian Edition.
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CONTENTS
PREFACE
UNIT 1: COMMUNICATION FOUNDATIONS
CHAPTER 1: TODAY'S COMMUNICATION CHALLENGES
Becoming an Effective Business Communicator
Succeeding in the Changing World of Work
Examining the Communication Process
Developing Better Listening Skills
Improving Your Nonverbal Communication Skills
Understanding How Culture Affects Communication
Capitalizing on Workforce Diversity
Summing Up and Looking Forward
Critical Thinking
Chapter Review
Activities and Cases
Grammar/Mechanics Review
Grammar/Mechanics Challenge
Communication Workshop: Technology
UNIT 2: WITTING AND REVISING SKILLS
CHAPTER 2: WRITING FOR BUSINESS AUDIENCES
Basics of Business Writing
Writing Process for Business Messages and Oral Presentations
Analyzing the Purpose for Writing and the Audience
Adapting to the Task and Audience
Technology Improves Your Business Writing
Summing Up and Looking Forward
Critical Thinking
Chapter Review
Writing Improvement Exercises
Grammar/Mechanics Review
Grammar/Mechanics Challenge
Communication Workshop: Career Skills
CHAPTER 3: IMPROVING WRITING TECHNIQUES
Researching
Organizing Data
Effective Sentences
Emphasis
Active and Passive Voice
Parallelism
Unity
Imprecise Writing
Mixed Constructions
Dangling and Misplaced Modifiers
Paragraph Coherence
Composing the First Draft
Summing Up and Looking Forward
Critical Thinking
Chapter Review
Writing Improvement Exercises
Grammar/Mechanics Review
Grammar/Mechanics Challenge
Communication Workshop: Ethics
CHAPTER 4: REVISING AND PROOFREADING BUSINESS MESSAGES
Understanding the Process of Revision
Concise Wording
Wordy Prepositional Phrases
Long Lead-Ins
Outdated Expressions
Needless Adverbs
Fillers
Repetitious Words
Redundant Words
Jargon
Slang
Clichés
Precise Verbs
Concrete Nouns
Vivid Adjectives
The Process of Proofreading
Summing Up and Looking Forward
Critical Thinking
Chapter Review
Writing Improvement Exercises
Grammar/Mechanics Review
Grammar/Mechanics Challenge
Communication Workshop: Technology
UNIT 3: CORRESPONDING AT WORK
CHAPTER 5: E-MAILS AND MEMOS
The Importance of Internal Communication
The Writing Process
Developing a Writing Plan for E-Mails and Memos
Formatting E-Mails
The Challenge of Using E-Mail
Smart E-Mail Practices
Improving E-Mail and Memo Readability with Listing Techniques
E-Mails and Memos That Inform
E-Mails and Memos That Request
E-Mails and Memos That Respond
Summing Up and Looking Forward
Critical Thinking
Chapter Review
Writing Improvement Exercises
Activities and Cases
Grammar/Mechanics Review
Grammar/Mechanics Challenge
Communication Workshop: Ethics
CHAPTER 6: ROUTINE LETTERS AND GOODWILL MESSAGES
Writing Everyday Business Letters
Information and Action Requests
Simple Claim Requests
Order Requests
Information Response Letters
Customer Order Responses
Customer Claim Responses
Letter of Recommendation
Writing Goodwill Messages
Summing Up and Looking Forward
Critical Thinking
Chapter Review
Writing Improvement Exercises
Activities and Cases
Grammar/Mechanics Review
Grammar/Mechanics Challenge
Communication Workshop: Ethics
CHAPTER 7: PERSUASIVE MESSAGES
Using the Indirect Pattern in Persuasive Requests
Persuasive Claims and Complaint Messages
Persuasive Suggestions
Sales Letters
Online Sales Letters
Summing Up and Looking Forward
Critical Thinking
Chapter Review
Writing Improvement Exercises
Activities and Cases
Grammar/Mechanics Review
Grammar/Mechanics Challenge
Communication Workshop: Career Skills
CHAPTER 8: NEGATIVE MESSAGES
Strategies for Breaking Bad News
Resolving Business Problems
Using the Indirect Pattern to Prepare the Reader
Refusing Requests
Refusing Claims
Announcing Bad News to Customers and Employees
When to Use the Direct Pattern
Collection Letters
Ethics and the Indirect Pattern
Summing Up and Looking Forward
Critical Thinking
Chapter Review
Writing Improvement Exercises
Activities and Cases
Grammar/Mechanics Review
Grammar/Mechanics Challenge
Communication Workshop: Career Skills
UNIT 4: REPORTING DATA
CHAPTER 9: INFORMAL REPORTS
Functions of Reports
Report Formats and Organization
Guidelines for Writing Informal Reports
Six Kinds of Informal Reports
Information Reports
Progress Reports
Justification/Recommendation Reports
Feasibility Reports
Summary Reports
Minutes of Meetings
Summing Up and Looking Forward
Critical Thinking
Chapter Review
Writing Improvement Exercises
Activities and Cases
Grammar/Mechanics Review
Grammar/Mechanics Challenge
Communication Workshop: Collaboration
CHAPTER 10: PROPOSALS AND FORMAL REPORTS
Informal Proposals
Formal Proposals
Preparing to Write Formal Reports
Researching Secondary Data
Generating Primary Data
Documenting Data and Plagiarism
Illustrating Data
Presenting the Final Report
Summing Up and Looking Forward
Critical Thinking
Chapter Review
Writing Improvement Exercises
Activities and Cases
Grammar/Mechanics Review
Grammar/Mechanics Challenge
Communication Workshop: Technology
UNIT 5: DEVELOPING SPEAKING SKILLS
CHAPTER 11: COMMUNICATING IN PERSON, BY TELEPHONE, AND IN MEETINGS
Improving Face-to-Face Workplace Communication
Polishing Your Professional Telephone and Voice Mail Skills
Planning and Participating in Productive Business and Professional Meetings
Summing Up and Looking Forward
Critical Thinking
Chapter Review
Writing Improvement Exercises
Activities and Cases
Grammar/Mechanics Review
Grammar/Mechanics Challenge
Communication Workshop: Career Skills
CHAPTER 12: GIVING ORAL PRESENTATIONS
Getting Ready for an Oral Presentation
Organizing Content for a Powerful Impact
How the Best Speakers Build Audience Rapport
Planning Visual Aids, Handouts, and Computer Presentations
Designing an Impressive Computer Presentation
Polishing Your Delivery and Following Up
Summing Up and Looking Forward
Critical Thinking
Chapter Review
Writing Improvement Exercises
Activities and Cases
Grammar/Mechanics Challenge
Communication Workshop: Ethics
UNIT 6: COMMUNICATING FOR EMPLOYMENT
CHAPTER 13: THE JOB SEARCH, RÉSUMÉS, AND COVER LETTERS
Preparing for Employment
The Persuasive Résumé
The Persuasive Cover Letter
Summing Up and Looking Forward
Critical Thinking
Chapter Review
Writing Improvement Exercises
Activities and Cases
Grammar/Mechanics Review
Grammar/Mechanics Challenge
Communication Workshop: Career Skills
CHAPTER 14: EMPLOYMENT INTERVIEWS AND FOLLOW-UP MESSAGES
Succeeding in Various Kinds of Employment Interviews
Investigating the Target
Preparing and Practising
Sending Positive Nonverbal Messages
Fighting Fear 398
Answering Questions
All-Time Favourite Questions with Selected Answers
Closing the Interview
Follow-Up Letters and Other Employment Documents
Summing Up and Looking Forward
Critical Thinking
Chapter Review
Writing Improvement Exercises
Activities and Cases
Grammar/Mechanics Review
Grammar/Mechanics Challenge
Communication Workshop: Career Skills
APPENDIX A: REFERENCE GUIDE TO DOCUMENT FORMATS
APPENDIX B: PROOFREADING MARKS
APPENDIX C: DOCUMENTATION FORMATS
GRAMMAR/MECHANICS HANDBOOK
KEY TO GRAMMAR/MECHANICS CHECKUPS
NOTES
INDEX
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