Business Communication (with CD-ROM and InfoTrac)

, by Krizan, A.C. Buddy; Merrier, Patricia; Jones, Carol Larson

Note: Supplemental materials are not guaranteed with Rental or Used book purchases.

ISBN: 9780324272253 | 0324272251
Cover: Hardcover
Copyright: 1/2/2004

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Business Communication, 6th Edition, presents basic business communication fundamentals by using practical applications. It is designed to assist readers in achieving academic and career success through the development of excellent communication skills. In depth discussion of current communication topics include: workplace diversity, electronic technology, correspondence applications, proposals, business plans, special reports, visual aids, teamwork, interpersonal communication, listening and nonverbal messages, presentation skills, and employment communication.

Preface

Part 1 Communication Fundamentals

(90)

Business Communication Foundations

(25)

Communication Note: Definition of Business Communication

(1)

Goals of Business Communication

(2)

Patterns of Business Communication

(3)

Communication Note: A Sweet and Sour Look at the Grapevine

(1)

The Communication Process

(3)

Communication Note: Nonverbal Communication Can Help Servers Get Better Tips

(4)

Communication Barriers

(1)

Communication Note: Errors Have $ and Image Implications

(9)

Workplace Diversity

(31)

Multicultural Business Communication

(2)

Communication Note: Effective Multicultural Communicators

(3)

Communication Note: Diversity Pays Off

(4)

Communication Note: Sexual Harassment

(2)

Communication Note: Generation Communication Disconnect

(1)

Communication Note: The ADA Says . . .

(1)

Guidelines for Multicultural Business Communication

(1)

Communication Note: Shooting Yourself in the Foot!

(2)

Multinational or Global Business Communication

(3)

Communication Note: Germans Respond Coldly to Wal-Mart

(3)

Communication Strategies for Multinational and Global Business

(7)

Technological, Legal, and Ethical Considerations

(33)

Technology Trends

(1)

Communication Note: People Will Talk . . .

(3)

Business Applications of Technology

(3)

Technology-Related Legal and Ethical Issues

(5)

Communication Note: Cell Phone Viruses

(1)

Legal Considerations for Business Messages

(5)

Ethical Considerations and Codes of Conduct

(6)

Legal and Ethical Messages

(8)

Part 2 Effective Communication Development

(62)

Principles of Business Communication

(34)

Choosing Words

(3)

Communication Note: Strive for Clarity in All Your Correspondence

(5)

Developing Sentences

101

(3)

Communication Note: How Long is a Short Sentence?

104

(5)

Forming Paragraphs

109

(1)

Communication Note: How Long is a Short Paragraph?

110

(2)

Communication Note: Topic Sentence Location in Direct and Indirect Plan

112

(1)

Communication Note: Six Ways to Emphasize Ideas

113

(1)

Communication Note: Transitional Words Bridge Ideas

114

(2)

Communication Note: ``Do Not . . .''

116

(1)

Composing with Style

117

(1)

Communication Note: Checklist: Principles of Business Communication

118

(8)

Print and Electronic Messages

126

(27)

The Advantages and Disadvantages of Written Messages

127

(1)

Developing Written Business Messages

127

(10)

Determining Vocabulary Level

137

(2)

Developing Electronic Messages

139

(1)

Electronic Mail

140

(1)

Communication Note: Help Your Reader ``Hear'' Your E-mail

141

(12)

Part 3 Correspondence Applications

153

(96)

Positive and Neutral Messages

154

(25)

Communication Note: Keeping Track of Guests

155

(1)

Use the Direct Plan for Positive and Neutral Messages

155

(1)

How to Use the Direct Plan

156

(2)

Implementing the Direct Plan

158

(6)

Inquiries

164

(2)

Request Approvals

166

(2)

Claims

168

(2)

Adjustments

170

(1)

Unsolicited Positive and Neutral Messages

171

(8)

Goodwill Messages

179

(13)

Types of Goodwill Messages

180

(4)

Communication Note: Responding to an RSVP is Important!

184

(2)

Style in Goodwill Messages

186

(1)

Communication Note: Congratulatory Radio Messages to the Queen of England

186

(6)

Negative Messages

192

(29)

Use the Indirect Plan for Negative Messages

193

(1)

How to Use the Indirect Plan

193

(2)

Communication Note: Company Policy Is NOT Justification

195

(1)

Communication Note: Tell It Like It Is

196

(2)

Implementing the Indirect Plan

198

(5)

Request Refusals

203

(2)

Adjustment Refusals

205

(2)

Credit Refusals

207

(2)

Unsolicited Negative Messages

209

(2)

Use the Direct Plan for Negative Messages When Appropriate

211

(10)

Persuasive Messages

221

(28)

Use the Indirect Plan for Persuasive Messages

222

(1)

How to Use the Indirect Plan

222

(2)

Communication Note: Importance of Proper Packaging of a Message

224

(1)

Implementing the Indirect Plan

225

(4)

Persuasive Requests

229

(2)

Recommendations

231

(1)

Special Claims

232

(2)

Sales Messages

234

(2)

Collection Messages

236

(13)

Part 4 Written Report Applications

249

(148)

Business Research and Report Writing

250

(54)

Research Techniques

251

(7)

Communication Note: The Audit Interview

258

(1)

Communication Note: Getting Feedback about Customer Service

259

(5)

Communication Note: Online Focus Groups

264

(1)

Communication Note: Research Oversight

265

(2)

Report Types and Characteristics

267

(1)

Informal Written Reports

268

(2)

Formal Written Reports

270

(5)

Mechanics of Formal Reports

275

(29)

Proposals, Business Plans, and Special Reports

304

(27)

Proposals

305

(2)

Communication Note: The Audit Proposal

307

(1)

Communication Note: The Grant Proposal

308

(5)

Business Plans

313

(5)

Special Reports

318

(2)

Communication Note: Talk Isn't Cheap

320

(11)

Visual Aids

331

(31)

Use of Visual Aids

332

(2)

Development of Visual Aids

334

(10)

Communication Note: Using Pictures in a Weight-Loss Program

344

(5)

Selection of Appropriate Visual Aids

349

(5)

Possible Deception in Visual Aids

354

(8)

Interpersonal Communication and Teamwork

362

(35)

The Elements of Interpersonal Communication

363

(1)

Positive Relationships

363

(1)

Communication Note: Communicate Respect, Not Disrespect

364

(11)

Criticism

375

(2)

Conflict

377

(3)

Teamwork

380

(2)

Communication Note: Ways to Add Life to Your Meetings

382

(5)

Communication Note: Teamwork, Past and Future

387

(3)

Writing Teams

390

(7)

Part 5 Oral and Nonverbal Communication

397

(50)

Listening and Nonverbal Messages

398

(17)

Listening

399

(6)

Communication Note: The Value of Listening

405

(1)

Nonverbal Communication

405

(4)

Communication Note: Identifying Body Language Problems

409

(1)

Communication Note: Distances for Personal Space in the United States

410

(5)

Oral Communication Essentials

415

(32)

Improving Your Voice Qualities

416

(1)

Using Your Voice Effectively

417

(4)

Strengthening Your Presence

421

(3)

Presentations

424

(3)

Communication Note: Speaking Outside the United States

427

(3)

Communication Note: Anecdotes

430

(2)

Communication Note: Develop Multiple Versions of Your Message

432

(6)

Communication Note: Making a Team Presentation

438

(1)

Special Presentation Situations

438

(9)

Part 6 Employment Communication

447

(68)

The Job Search and Resume

448

(38)

Analyzing Your Qualifications and Job Preferences

449

(2)

Communication Note: Types of Information on an Individual Profile Inventory

451

(1)

Communication Note: Types of Information on an Education Inventory

452

(1)

Communication Note: Action Verb Examples

453

(1)

Communication Note: Types of Experience Inventory Information

453

(1)

Communication Note: Types of Information on a References Inventory

454

(1)

Communication Note: Types of Information in a Job Preferences Inventory

455

(1)

Obtaining Information about Employment Opportunities

455

(3)

Communication Note: Calls to Networking Contacts

458

(1)

Communication Note: Web Sites for Career Planning and Job Search

459

(2)

Preparing a Resume

461

(5)

Preparing Your Resume

466

(10)

Submitting Electronic Resumes

476

(1)

Communication Note: Examples of Keywords for an Accounting Position

477

(3)

Refining the Resume

480

(6)

Employment Communication and Interviewing

486

(29)

Writing Application Letters

487

(5)

Interviewing for a Job

492

(15)

Preparing Other Employment Communications

507

(8)

BUSINESS ENGLISH SEMINARS

515

(80)

Seminar A Parts of Speech

516

(18)

Seminar B Sentence Structure

534

(21)

Seminar C Punctuation

555

(20)

Seminar D Style

575

(13)

Seminar E Word Usage

588

(7)

APPENDIXES

595

(48)

Appendix A Formats of Letters and Memos

596

(23)

Appendix B Document Format---APA and MLA

619

(6)

Appendix C Example Formal Report

625

(18)

Index

643

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Business Communication (with CD-ROM and InfoTrac)

Summary

Table of Contents

Supplemental Materials