Note: Each chapter concludes with Summary, Key Terms, Putting It into Practice, Exercises, and a Continuing Case.I. Foundations of Business Communication1. Understanding Business CommunicationCommunicating in OrganizationsThe Components of CommunicationVerbal CommunicationDirections of CommunicationBarriers to CommunicationIntroducing the 3Ps (Problem, Process, Product) ModelThe 3Ps in Action (Problem, Process, Product): Using Euphemisms ApropriatelyAppendix: Urban Systems, Inc.2. Contemporary Issues in Business CommunicationContemporary Business Communication IssuesCommunicating in Work TeamsCommunicating in a Diverse EnvironmentEthics and CommunicationCommunicating via E-MailThe 3Ps in Action (Problem, Process, Product): Writing an Ethical Statement3. Interpersonal Communication SkillsNonverbal CommunicationListeningCommunicating by TelephoneBusiness MeetingsThe 3Ps in Action (Problem, Process, Product): A Plan for a Business MeetingII. Developing Your Business Writing Skills4.
The Writing ProcessAn Overview of the Writing ProcessPlanningDraftingRevisingFormatting and ProofreadingThe 3Ps in Action (Problem, Process, Product): A Simple Memo5. Revising Your WritingWhat Do We Mean by Style?Choosing the Right WordsWriting Effective SentencesDeveloping Logical ParagraphsCreating an Appropriate ToneEffective Business WritingThe 3Ps in Action (Problem, Process, Product): Writing an Unbiased MessageIII. Correspondence6. Routine MessagesPlanning the Routine MessageRoutine RequestsRoutine RepliesRoutine Claim LettersRoutine Adjustment LettersGoodwill MessagesThe 3Ps in Action (Problem, Process, Product): A Routine Adjustment Letter7. Persuasive MessagesPlanning the Persuasive MessageOrganizing a Persuasive RequestCommon Types of Persuasive RequestsWriting a Sales LetterThe 3Ps in Action (Problem, Process, Product): A Sales Letter8. Bad-News MessagesPlanning the Bad-News MessageBad-News RepliesAnnouncing Bad NewsThe 3Ps in Action (Problem, Process, Product): A Bad-News MessageIV. Report Writing9. Planning the Report and Managing DataWho Reads and Writes Reports?What Data Is Already Available?Collecting and Evaluating Data on the InternetCollecting Data Through QuestionnairesConstructing TablesPreparing ChartsInterpreting the DataThe 3Ps in Action (Problem, Process, Product): A Questionnaire10.
Writing the ReportPlanningDraftingDeveloping an Effective Writing StyleDocumenting Your SourcesRefining Your DraftThe 3Ps in Action (Problem, Process, Product): A Section of a ReportV. Oral and Employment Communication11. Making Oral PresentationsThe Role of Business PresentationsPlanning the PresentationPlanning Team and Video PresentationsVisual Aids for Business PresentationsPracticing and Delivering the PresentationPost-Presentation ActivitiesThe 3Ps in Action (Problem, Process, Product): A Business Presentation12. Employment CommunicationPreparing Your RésuméWriting Job-Application LettersPreparing for a Job InterviewConducting Yourself During the InterviewCommunicating After the InterviewBusiness EtiquetteThe 3Ps in Action (Problem, Process, Product): An Application LetterReference ManualA. Language Arts BasicsB. Formatting Business DocumentsC. Common Types of ReportsD. Glossary.