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Library and Archives Canada Cataloguing in PublicationBovée, Courtland L., author Business communication essentials / Courtland L. Bovée (Professor of Business Communication, C. Allen Paul Distinguished Chair, Grossmont College), John V. Thill (Chairman and Chief Executive Officer, Global Communication Strategies), Jean A. Scribner (Program Head, Curriculum, Communication Department, British Columbia Institute of Technology). — Fourth Canadian edition.

Includes bibliographical references and index.ISBN 978-0-13-350870-3 (pbk.)

1. Business communication—Textbooks. I. Scribner, Jean,author II. Thill, John V., author III. Title.

HF5718.B96 2015 651.7 C2014-908460-9

ISBN 978-0-13-350870-3


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Contents in Brief

[v ]

Part 1 Business CommuniCation Foundations

1 Understanding Business Communication in Today’s Workplace … 1

2 Mastering Team Skills and Interpersonal Communication … 24

Part 2 the three-steP Writing ProCess

3 Planning Business Messages … 47

4 Writing Business Messages … 69

5 Completing Business Messages … 94

Part 3 BrieF Business messages

6 Crafting Messages for Electronic Media … 117

7 Writing Routine and Positive Messages … 149

8 Writing Negative Messages … 174

9 Writing Persuasive Messages … 199

Part 4 Longer Business messages

10 Understanding and Planning Reports and Proposals … 225

11 Writing and Completing Reports and Proposals … 257

12 Developing Oral and Online Presentations … 308

Part 5 emPLoyment messages and JoB intervieWs

13 Building Careers and Writing Résumés … 336

14 Applying and Interviewing for Employment … 370

APPENDIX A Format and Layout of Business Documents … 399

APPENDIX B Documentation of Report Sources … 416

APPENDIX C Correction Symbols … 423


[v i ]

Contents

Preface … xi

Part 1 Business CommuniCation Foundations

1 Understanding Business Communication in Today’s Workplace … 1

Understanding Why Communication Matters … 1

Communication Is Important to Your Career … 2Communication Is Important to Your Company … 3What Makes Business Communication Effective? … 3

Communicating as a Professional … 4Understanding What Employers Expect from You … 5Communicating in an Organizational Context … 5Adopting an Audience-Centred Approach … 6

Exploring the Communication Process … 7The Basic Communication Model … 7The Social Communication Model … 9

Committing to Ethical Communication … 10Distinguishing Ethical Dilemmas from Ethical Lapses … 11Making Ethical Choices … 11

Communicating in a World of Diversity … 11The Advantages and Challenges of a Diverse Workforce … 11Key Aspects of Cultural Diversity … 12Advice for Improving Intercultural Communication … 15

Using Technology to Improve Communication … 17Keeping Technology in Perspective … 17Using Tools Productively … 17Guarding Against Information Overload … 17Reconnecting with People Frequently … 18

Learning Objectives: Check Your Progress … 18Practise Your Grammar … 19Test Your Knowledge … 20Apply Your Knowledge … 20Practise Your Skills … 20Business Communication Notebook … 23

2 Mastering Team Skills and Interpersonal Communication … 24

Communicating Effectively in Teams … 24Advantages and Disadvantages of Teams … 25Characteristics of Effective Teams … 25

Collaborating on Communication Efforts … 26Guidelines for Collaborative Writing … 26Technologies for Collaborative Writing … 27Giving—and Responding to—Constructive Feedback … 29

Making Your Meetings More Productive … 30Preparing for Meetings … 30Conducting and Contributing to Efficient Meetings … 30Using Meeting Technologies … 31

Improving Your Listening Skills … 34Recognizing Various Types of Listening … 34Understanding the Listening Process … 34Overcoming Barriers to Effective Listening … 35

Improving Your Nonverbal Communication Skills … 36Developing Your Business Etiquette … 37

Business Etiquette in the Workplace … 38Business Etiquette in Social Settings … 38Business Etiquette Online … 40


Part 2 the three-steP Writing ProCess

3 Planning Business Messages … 47

Understanding the Three-Step Writing Process … 47Analyzing the Situation … 49

Defining Your Purpose … 49Developing an Audience Profile … 50

Gathering Information … 52Uncovering Audience Needs … 53Providing Required Information … 53

Selecting the Right Medium … 53Oral Media … 53Written Media … 54Visual Media … 54Electronic Media … 54Factors to Consider When Choosing Media … 56

Organizing Your Message … 57Defining Your Main Idea … 58Limiting Your Scope … 58Choosing Between Direct and Indirect Approaches … 59


CONTENTS [v i i ]

Outlining Your Content … 60Building Reader Interest with Storytelling Techniques … 61


4 Writing Business Messages … 69

Being Sensitive to Your Audience’s Needs … 69Adopting the “You” Attitude … 70Maintaining Standards of Etiquette … 70Emphasizing the Positive … 72Using Bias-Free Language … 72

Building Strong Relationships with Your Audience … 74Establishing Your Credibility … 74Projecting Your Company’s Image … 75

Controlling Your Style and Tone … 75Creating a Conversational Tone … 75Using Plain Language … 76Selecting Active or Passive Voice … 77

Composing Your Message: Choosing Powerful Words … 77

Balancing Abstract and Concrete Words … 79Finding Words That Communicate Well … 79

Composing Your Message: Creating Effective Sentences … 80

Varying the Four Types of Sentences … 80Using Sentence Style to Emphasize Key Thoughts … 82

Composing Your Message: Crafting Coherent Paragraphs … 83

Creating the Elements of a Paragraph … 83Developing Paragraphs … 85

Using Technology to Compose and Shape Your Messages … 85Learning Objectives: Check Your Progress … 86Practise Your Grammar … 87Test Your Knowledge … 87Apply Your Knowledge … 88Practise Your Skills … 88 Business Communication Notebook … 92

5 Completing Business Messages … 94

Revising Your Message: Evaluating the First Draft … 94Evaluating Your Content, Organization, and Tone … 95Evaluating, Editing, and Revising the Work of Other Writers … 95

Revising to Improve Readability … 97Varying Your Sentence Length … 97Keeping Your Paragraphs Short … 98Using Lists and Bullets to Clarify and Emphasize … 98Adding Headings and Subheadings … 99

Editing for Clarity and Conciseness … 99Editing for Clarity … 99Editing for Conciseness … 101

Using Technology to Revise Your Message … 102Producing Your Message … 103

Designing for Readability … 103Designing Multimedia Documents … 106Using Technology to Produce Your Message … 107

Proofreading Your Message … 108Distributing Your Message … 109Learning Objectives: Check Your Progress … 110Practise Your Grammar … 111Test Your Knowledge … 111Apply Your Knowledge … 111Practise Your Skills … 111Business Communication Notebook … 115

Part 3 BrieF Business messages

6 Crafting Messages for Electronic Media … 117

Using Electronic Media for Business Communication … 117

Media Choices for Brief Messages … 118Compositional Modes for Electronic Media … 120Creating Content for Social Media … 122

Social Networks … 123Business Communication Uses of Social Networks … 123Strategies for Business Communication on Social Networks … 125

Information and Media Sharing Sites … 126User-Generated Content Sites … 126Media Curation Sites … 127Community Q&A Sites … 127

Email … 127Planning Email Messages … 128Writing Email Messages … 128Completing Email Messages … 130

Instant Messaging and Text Messaging … 131Understanding the Benefits and Risks of IM … 131Adapting the Three-Step Process for Successful IM … 131

Creating Effective Business Blogs … 132Understanding the Business Applications of Blogging … 133Adapting the Three-Step Process for Successful Blogging … 134Microblogging … 137

Podcasting … 138Learning Objectives: Check Your Progress … 139Practise Your Grammar … 141Test Your Knowledge … 141


[v i i i ] CONTENTS

Apply Your Knowledge … 141Practise Your Skills … 141Cases … 144Business Communication Notebook … 148

7 Writing Routine and Positive Messages … 149

Strategy for Routine Requests … 149Stating Your Request Up Front … 150Explaining and Justifying Your Request … 150Requesting Specific Action in a Courteous Close … 150

Common Examples of Routine Requests … 150Asking for Information or Action … 150Asking for Recommendations … 151Making Claims and Requesting Adjustments … 153

Strategy for Routine Replies and Positive Messages … 153

Starting with the Main Idea … 155Providing Necessary Details and Explanation … 155Ending with a Courteous Close … 155

Common Examples of Routine Replies and Positive Messages … 155

Answering Requests for Information or Action … 156Granting Claims and Requests for Adjustment … 156Sharing Routine Information … 158Announcing Good News … 158Fostering Goodwill … 160Writing Procedures … 163

Learning Objectives: Check Your Progress … 165Practise Your Grammar … 165Test Your Knowledge … 166Apply Your Knowledge … 166Practise Your Skills … 166Cases … 168Business Communication Notebook … 172

8 Writing Negative Messages … 174

Using the Three-Step Writing Process for Negative Messages … 174

Step 1: Planning Negative Messages … 175Step 2: Writing Negative Messages … 176Step 3: Completing Negative Messages … 176

Using the Direct Approach for Negative Messages … 177

Opening with a Clear Statement of the Bad News … 177Providing Reasons and Additional Information … 177Closing on a Positive Note … 178

Using the Indirect Approach for Negative Messages … 178

Opening with a Buffer … 178Providing Reasons and Additional Information … 179

Continuing with a Clear Statement of the Bad News … 180Closing on a Positive Note … 181

Sending Negative Messages on Routine Business Matters … 182

Making Negative Announcements on Routine Business Matters … 182Rejecting Suggestions and Proposals … 182Refusing Routine Requests … 182Handling Bad News About Transactions … 183Refusing Social Networking Recommendation Requests … 184Refusing Claims and Requests for Adjustment … 185

Sending Negative Organizational News … 186Responding to Negative Information in a Social Media Environment … 187Learning Objectives: Check Your Progress … 188Practise Your Grammar … 190Test Your Knowledge … 190Apply Your Knowledge … 190Practise Your Skills … 190Cases … 193Business Communication Notebook … 197

9 Writing Persuasive Messages … 199

Using the Three-Step Writing Process for Persuasive Messages … 199

Step 1: Planning Persuasive Messages … 200Step 2: Writing Persuasive Messages … 202Step 3: Completing Persuasive Messages … 202

Developing Persuasive Business Messages … 202Framing Your Arguments … 203Balancing Emotional and Logical Appeals … 204Reinforcing Your Position … 205Anticipating Objections … 206Avoiding Common Mistakes in Persuasive Communication … 206

Common Examples of Persuasive Business Messages … 207

Persuasive Requests for Action … 207Persuasive Presentation of Ideas … 208Persuasive Claims and Requests for Adjustments … 209

Developing Marketing and Sales Messages … 209Planning Marketing and Sales Messages … 210Writing Conventional Marketing and Sales Messages … 211Writing Promotional Messages for Social Media … 211

Maintaining High Ethical and Legal Standards … 213Learning Objectives: Check Your Progress … 214Practise Your Grammar … 215Test Your Knowledge … 215Apply Your Knowledge … 215


CONTENTS [ ix]

Practise Your Skills … 215Cases … 218Business Communication Notebook … 223

Part 4 Longer Business messages

10 Understanding and Planning Reports and Proposals … 225

Applying the Three-Step Writing Process to Reports and Proposals … 225

Analyzing the Situation … 226Gathering Information … 227Selecting the Right Medium … 227Organizing Your Information … 227

Supporting Your Messages with Reliable Information … 230

Planning Your Research … 230Locating Data and Information … 230Evaluating Information Sources … 231Using Your Research Results … 231

Conducting Secondary Research … 233Finding Information at a Library … 233Finding Information Online … 234Documenting Your Sources … 236

Conducting Primary Research … 236Conducting Surveys … 236Conducting Interviews … 237

Planning Informational Reports … 237Organizing Informational Reports … 238Organizing Infographic Reports … 239Organizing Website Content … 240

Planning Analytical Reports … 240Focusing on Conclusions … 242Focusing on Recommendations … 243Focusing on Logical Arguments … 244

Planning Proposals … 246Learning Objectives: Check Your Progress … 248Practise Your Grammar … 249Test Your Knowledge … 249Apply Your Knowledge … 249Practise Your Skills … 249Cases … 252Business Communication Notebook … 255

11 Writing and Completing Reports and Proposals … 257

Writing Reports and Proposals … 257Adapting to Your Audience … 257Drafting Report Content … 259Drafting Proposal Content … 263

Writing for Websites and Wikis … 264Drafting Website Content … 264

Collaborating on Wikis … 265

Illustrating Your Reports with Effective Visuals … 265Choosing the Right Visual for the Job … 266Designing Effective Visuals … 273Integrating Visuals with Text … 273Proofreading for Accuracy and Ethics … 275

Completing Reports and Proposals … 275Revising Reports and Proposals … 275Producing Formal Reports and Proposals … 275Distributing Your Reports and Proposals … 294


12 Developing Oral and Online Presentations … 308

Planning a Presentation … 308Analyzing the Situation … 309Selecting the Right Medium … 309Organizing Your Presentation … 311

Developing a Presentation … 314Adapting to Your Audience … 315Composing Your Presentation … 315

Enhancing Your Presentation with Effective Visuals … 317Choosing Structured or Free-Form Slides … 318Designing Effective Slides … 320

Completing a Presentation … 323Finalizing Your Slides … 324Creating Effective Handouts … 324Choosing Your Presentation Method … 324Practising Your Delivery … 326

Delivering a Presentation … 327Overcoming Anxiety … 327Handling Questions Responsively … 327Embracing the Backchannel … 328Giving Presentations Online … 329


Part 5 emPLoyment messages and JoB intervieWs

13 Building Careers and Writing Résumés … 336

Building Careers … 336Understanding Today’s Dynamic Workplace … 336


[x] CONTENTS

Adapting to Today’s Job Market … 338Building an Employment Portfolio … 339

Building Your Personal Brand … 340Finding the Ideal Opportunity in Today’s Job Market … 342

Researching Industries and Companies of Interest … 342Translating Your General Potential into a Specific Solution for Each Employer … 343Taking the Initiative to Find Opportunities … 344Building Your Network … 344Seeking Career Counselling … 345Avoiding Mistakes … 345

Planning Your Résumé … 345Analyzing Your Purpose and Audience … 346Gathering Pertinent Information … 347Selecting the Best Medium … 347Organizing Your Résumé Around Your Strengths … 347Addressing Areas of Concern … 351

Writing Your Résumé … 351Keeping Your Résumé Honest … 351Adapting Your Résumé to Your Audience … 352Composing Your Résumé … 352

Completing Your Résumé … 359Revising Your Résumé … 359Producing Your Résumé … 360Proofreading Your Résumé … 363Distributing Your Résumé … 363


14 Applying and Interviewing for Employment … 370

Submitting Your Résumé and Application Letter … 370Writing Application Letters … 370Following Up After Submitting a Résumé … 374

Understanding the Interviewing Process … 375The Typical Sequence of Interviews … 375Common Types of Interviews … 376Interview Media … 377What Employers Look for in an Interview … 378Pre-employment Testing and BackgroundChecks … 378

Preparing for a Job Interview … 379Learning About the Organization … 379Thinking Ahead About Questions … 379Bolstering Your Confidence … 381Polishing Your Interview Style … 381Presenting a Professional Image … 384Being Ready When You Arrive … 385

Interviewing for Success … 386The Warm-Up … 386The Question-and-Answer Stage … 386The Close … 387Interview Notes … 388

Following Up After an Interview … 388Thank-You Message … 388Message of Inquiry … 388Request for a Time Extension … 389Letter of Acceptance … 389Letter Declining a Job Offer … 390Letter of Resignation … 391


APPENDIX A Format and Layout of Business Documents … 399

APPENDIX B Documentation of Report Sources … 416

APPENDIX C Correction Symbols … 423

endnotes … 426

Credits … 440

index … 443


[xi ]

Preface

No matter what profession you want to pursue, the ability to communicate will be an essential skill—and a skill that employers expect you to have when you enter the work-force. This course introduces you to the fundamental principles of business communica-tion and gives you the opportunity to develop your communication skills. You’ll discover how business communication differs from personal and social communication, and you’ll see how today’s companies are using blogs, social networks, podcasts, virtual worlds, wikis, and other technologies. You’ll learn a simple three-step writing process that works for all types of writing and speaking projects, both in college and on the job. Along the way, you’ll gain valuable insights into ethics, etiquette, listening, teamwork, and nonver-bal communication. Plus, you’ll learn effective strategies for the many types of communi-cation challenges you’ll face on the job, from routine messages about transactions to complex reports and websites.

Business Communication Essentials offers you the opportunity to practise communica-tion skills that will help you get jobs and be promoted in today’s workplace. In the words of one Canadian business leader, your communication skills can give you “a sustainable competitive advantage. Technology changes rapidly but your ability to write and speak clearly will support you throughout your career.”1 The new, fourth Canadian edition is student-friendly and features the most extensive end-of-chapter activities available, including questions, exercises, assignments, and cases. Packaged with MyBCommLab, this edition gives you access to tools for building your language skills while you develop your business communication know-how.

New to This EditionThe key themes and elements in this edition include the following:

The social communication model. This edition includes up-to-date coverage of the social communication model that is redefining business communication and reshaping the relationships between companies and their stakeholders. Social media concepts and techniques are integrated throughout the book, from career planning to presentations. Here are some examples:

• Social media questions, activities, and cases appear throughout the book, using Twitter, Facebook, and other media that have been incorprated into the business world.

• Examples of business applications of social media are illustrated and annotated to explain how companies use these tools.

• Infographics and other social–visual communication strategies are explained and illustrated in Chapters 3 and 10.

• The Twitter-enabled backchannel, which is impacting electronic presentations, is cov-ered in Chapter 12.

• Tips on using social networking in the job search process are included in Chapters 13 and 14.

Compositional modes for electronic media. For all the benefits they offer, social media and other innovations place new demands on business communicators. This edition gives you practice in nine important modes of writing for electronic media (Chapter 6).

Personal branding. As the workforce continues to evolve, taking control of your career is more important than ever. An important first step is clarifying and communicating your personal brand, covered in the employment-message chapters (Chapters 13 and 14).


[xi i ] PREFACE

Storytelling techniques. Some of the most effective business messages, from advertising to proposals to personal branding, rely on storytelling techniques.

Full implementation of objective-driven learning. Every aspect of this textbook is organized by learning objectives, from the chapter content to the end-of-chapter sum-mary and student activities, which makes it easier for you to study, practise, check your progress, and focus on those areas where you need a little extra work.

New communication cases. Communication cases give you the opportunity to solve real-world communication challenges using the media skills you’ll be expected to have in today’s workplace; many of the cases in this edition are new or revised.

New figures and more annotated model documents. Dozens of new figures provide examples of the latest trends in business communication. You can now learn from more than 50 annotated model documents, ranging from printed letters and reports to web-sites, blogs, and social networking sites.

Real-Time Updates. This new feature allows students to connect with carefully selected online media items. These elements complement the text’s coverage by providing contemporary examples and valuable insights from successful professionals. They can be accessed through MyBCommLab.

New or Expanded Content

The following topics are revised with new material, or streamlined for more efficient coverage:

The Communication Context

• Understanding why communication matters• Communicating as a professional• Communicating in a world of diversity• Sensitivity to age and gender differences in the workplace• The social communication model—improved illustrations • Writing for multilingual audiences—new example

Teamwork & Interpersonal

• Communicating effectively in teams—new coverage of collaboration strategies and technologies

• Improving your nonverbal communication skills—new coverage of nonverbal signals as an element of professionalism

• Business etiquette in the workplace, in social settings, and online

Audience Analysis & Communication Planning

• Audience and context analysis—expanded coverage• Considerations for choice of media—expanded to include oral, written, visual, and

electronic media• Business communication uses of social networks

Writing, Style & Tone

• Additional resources for clarity and conciseness—streamlined through use of tables to be more user friendly for students

• Increased emphasis on maintaining professional style and tone • More discussion of online writing tools and readability in layout and design


PREFACE [xi i i ]

Compositional Modes for Business Communication

• Writing email messages—streamlined• Creating content for social media• Tips for applying the three-part process to blogging, podcasting, and microblogging• New material on requesting a recommendation, offering condolences, and integrating

news releases into social media• New material on news• Rejecting a request for a recommendation such as for LinkedIn• Tips on rejecting suggestions, proposals, requests for recommendations, or social

networking requests• New cases for social media, negative messages, and persuasive messages, including

handling negative commentary in social networking• More coverage on persuasive appeals

Report & Proposal Writing

• More emphasis on:• evaluation of sources, including use of social media sources, the importance of

citation, and Canadian “fair dealing” uses of others’ material• how to summarize, including an improved example

• Infographic reporting, including online resources for making infographics and new activities to practise creating them

• Converted text to tables to improve the readability of this long chapter (five pages shorter without losing sample documents)

• Expanded tips on drafting for websites, wikis, reports, and proposals

Presentations

• More tips and improved samples on designing effective slides• Expanded discussion of advantages and disadvantages of structured and free-form

slide designs• More emphasis on presentation practise and on knowing the subject• Added section on proper use of handouts

Job Search Techniques

• A new Communication Notebook on how to use LinkedIn to further your career • Additional emphasis on self-assessment and awareness, personal brand awareness, pro-

fessional persona, company research, and audience analysis, and on being realistic when applying for jobs

• Social media tools and resources for finding jobs—expanded • Added writing “the story of you,” including a sample “story” showing the value of

making a private document for self-assessment to use in the job search• More emphasis on building networks—both online and in person• Improved résumé samples• Expanded discussion on the use of photos, videos, presentations, and infographic

or visual résumés—includes a sample infographic/visual résumé of a Canadian digital strategist

• More emphasis and activities on how to use LinkedIn for interview preparation and job searching

• New cases involving applying for jobs on Twitter (using Tweets) and on applying for entry-level jobs that are outside the student’s primary field of interest (since many young people don’t get to start their careers in a job that perfectly aligns with their professional interests)


[xiv] PREFACE

Learning About Business CommunicationBusiness Communication Essentials’ integrated learning system helps you develop your com-munication skills so you will be prepared for the workplace. The following features of the text will help you learn and apply the communication skills needed for a successful career:

• Learning Objectives are listed on the first page of each chapter and provide a clear overview of the key concepts you are expected to master. Throughout the chapter, margin notes mark the beginning of each objective’s discussion. At the end of the chapter, Learning Objectives: Checking Your Progress summarizes the main con-tent; these lists are no substitute for reading the chapters, but they can help you quickly review a chapter and verify your grasp of important concepts.

• Opening Vignettes introduce each chapter with real-world examples. The related Tips for Success give you advice from Canadian business leaders and communica-tion experts on the chapter’s topic.

• The Three-Step Writing Process, which includes planning, writing, and complet-ing, offers you a practical strategy for writing business messages. This process is applied throughout the text to all business communication tasks.

• Model Documents provide a wide selection of documents that you can examine, critique, and revise. In addition, pairs of poor and improved drafts help you recognize the best writing practices.

• Pointers appear near many sample documents, giving you a concise list of writing tips. You will also find these pointers handy when you are on the job and need to refresh your memory about effective writing techniques.

• Marginal Notes highlight key points in the text and are good tools for reviewing concepts.

Practising Your Business Communication SkillsApplying what you learn through practise is the best way to develop your confidence and ability as a communicator. Completing the end-of-chapter activities will help you develop and improve your skills. Here are the review and practise activities you will find in each chapter, each tagged by the relevant Learning Objective:

• Test Your Knowledge provides questions that review the chapter topics. • Apply Your Knowledge offers exercises to get you thinking about the concepts

explained in the chapter. • Practise Your Skills provides you with a wide variety of exercises and activities,

allowing you to explore how to handle situations and participate effectively on teams. • Cases at the end of specific chapters offer you a chance to apply the three-step writing

process to scenarios from the real world. • Business Communication Notebook centres on one of four themes: ethics, technol-

ogy, intercultural communication, and workplace skills.

Student SupplementsMyBCommLab (www.mybcommlab.ca) combines multimedia, new mini business simula-tions, tutorials, video, audio, animations, and assessments to engage you in your learn-ing. You can learn at your own pace, completing exercises and having them evaluated for instant feedback.

Select MyBCommLab Blog from the BusComm section of the Resources tab to gain access to blog posts, links to articles, and content updates. The updates include podcasts, PowerPoint presentations, and videos that complement the text’s coverage by providing contemporary examples and valuable insights from successful professionals.

MyBCommLab


PREFACE [xv]

MyBCommLab includes a Pearson eText, which gives you access to the text whenever and wherever you have access to the internet. Pearson eText pages look exactly like the printed text and offer powerful new functionality for students and instructors. Users can create notes, highlight text in different colours, create bookmarks, zoom, click hyperlinked words and phrases to view definitions, and read the text either in single-page or two-page view. Pearson eText allows for quick navigation to key parts of the text using both a table of contents or full-text search. The eText may also offer links to associated media files, enabling users to access videos, animations, or other activities as they read the text.

Get started with the personal access code packaged with your new copy of the text. Personal access codes for MyBCommLab can also be purchased separately.

Grammar-on-the-Go (978-0-13-287008-5) will help you to develop your language skills so that your business writing style is clear and grammatically correct. Grammar- on-the-Go opens with a diagnostic test of English skills. Brief discussions of grammar, mechanics, and usage are followed by Practise Sessions and a three-level series of exercises.

CourseSmart goes beyond traditional student expectations—providing instant, online access to the textbooks and course materials you need at significant savings over the price of the printed text. With instant access from any computer and the ability to search your text, you’ll find the content you need quickly, no matter where you are. And with online tools like highlighting and note-taking, you can save time and study efficiently. See all the benefits at www.coursesmart.com/students.

Instructor SupplementsThe moment you know.

Educators know it. Students know it. It’s that inspired moment when something that was difficult to understand suddenly makes perfect sense. Our MyLab products have been designed and refined with a single purpose in mind—to help educators create that moment of understanding with their students.

MyBCommLab delivers proven results in helping individual students succeed. It provides engaging experiences that personalize, stimulate, and measure learning for each student. And, it comes from a trusted partner with educational expertise and an eye on the future.

MyBCommLab can be used by itself or linked to any learning management system. To learn more about how MyBCommLab combines proven learning applications with pow-erful assessment, visit www.mybcommlab.ca.

MyBCommLab—the moment you know.

The following instructor supplements are available for download from a password- protected section of Pearson Education Canada’s online catalogue (www.pearsoncanada.ca/highered). Navigate to your book’s catalogue page to view a list of those supplements that are available. See your local sales representative for details and access.

• The Instructor’s Manual provides chapter outlines, suggested solutions to exercises, a pop quiz for each chapter, and fully formatted documents for every case in the letter-writing chapters. Additional resources include diagnostic tests of English skills and supplemental grammar exercises.

• The Test Item File includes over 1500 multiple choice, true/false, and fill-in-the-blank questions. This test bank is offered in both Microsoft Word and MyTest formats (see below).

• PowerPoint Presentations cover the key points in each chapter.

MyTest from Pearson Education Canada is a powerful assessment generation program that helps instructors easily create and print quizzes, tests, and exams, as well as homework or

MyBCommLab


[xvi ] PREFACE

practice handouts. Questions and tests can be authored online, allowing instructors ulti-mate flexibility and the ability to manage assessments at any time, from anywhere. To access MyTest please go to www.pearsonmytest.com.

Pearson’s Learning Solutions Managers work with faculty and campus course design-ers to ensure that Pearson technology products, assessment tools, and online course materials are tailored to meet your specific needs. This highly qualified team is dedi-cated to helping schools take full advantage of a wide range of educational resources, by assisting in the integration of a variety of instructional materials and media formats. Your local Pearson Education sales representative can provide you with more details on this service program.

CourseSmart goes beyond traditional instructor expectations—providing instant, online access to the textbooks and course materials you need at a lower cost for stu-dents. And even as students save money, you can save time and hassle with a digital eTextbook that allows you to search for the most relevant content at the very moment you need it. Whether it’s evaluating textbooks or creating lecture notes to help students with difficult concepts, CourseSmart can make life a little easier. See how when you visit www.coursesmart.com/instructors.

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AcknowledgmentsThe dedicated professionals at Pearson Education Canada made working on this book a pleasure. Sponsoring editor Joel Gladstone and developmental editor Jennifer Murray provided excellent advice and support in shaping the fourth Canadian edition. I am also very grateful to project manager Richard di Santo, production editor Rachel Stuckey, and copy editor Caroline Winter for their clarity and attention to detail while preparing the manuscript for production and overseeing the proofreading process. Thanks also to Sonia Tan, media editor, for her assistance in integrating MyBCommLab with this text.

Thank you to my inspiring and supportive colleagues in the communication depart-ment at British Columbia Institute of Technology, in particular Gretchen Quiring and Matthew Rockall, for their valuable suggestions, and Linda Matsuba, business librar-ian, for her knowledge of Canadian business. Special thanks also go to Christopher Wilson at Kwantlen Polytechnic University for his advice, to Kerri Shields of Centen-nial College for contributing the running cases that appear on MyBCommLab, and to Caroline Jellinck for her employment-related feedback and extensive contacts in Canadian business.

Many educators from across Canada have contributed to the development of this and previous editions of the text. I would like to thank the following instructors who took the time to give me detailed suggestions: Clay Armstrong, Vancouver Island University; Marie Brodie, Nova Scotia Community College School of Business; Patricia Campbell, Red Deer College; Gerta Grieve, JR Shaw School of Business, NAIT; Pamela Ip, Kwantlen Polytechnic University; Condea Krewenki, Nova Scotia Community College School of Business; Alexandra MacLennan, Centre for Liberal and Preparatory Studies, George Brown College; Amy Mitchell, Fanshawe College; Norma-Jean Nielsen, Canadore College; Laura Ricotta, John Abbott College; Matthew Rockall, British Columbia Institute of Technology; Rhonda Sandberg, Centre for Business, George Brown College; and


PREFACE [xvi i ]

Diana Serafini, Dawson College; Bonnie Benoit, SAIT Polytechnic; Rebecca Book, Keyano College; Sarah Bowers, Langara College; Neil Carter, Sault College; Bill Corcoran, Grande Prairie Regional College; Brent Cotton, Georgian College; Les Hanson, Red River College; Tanya Haye, Douglas College; Paul Hutchinson, Niagara College of Applied Arts and Technology; Keith Johnson, University of the Fraser Valley; Linda Large, Canadore Col-lege; Diana M. Lohnes-Mitchell, Nova Scotia Community College; Alexandra Richmond, Kwantlen Polytechnic University; Heather Thompson, Saint Mary’s University; and Bruce Watson, SAIT Polytechnic.

A final thanks goes to my two daughters, Casey and Anna Wilson, for their encouragement.

Jean A. ScribnerVancouver, B.C.

