Copyright 2010 Cengage Learning, Inc. All Rights Reserved ... · Professional Attitude 45, Cross-Cultural Communication 46, Fairness and Sensitivity 49 2.4 Ethics in Business Communication

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ISBN-13: 978-0-538-44947-2

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Business CommunicationsMeans

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Copyright 2010 Cengage Learning, Inc. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.

iii

Chapter 1 Communicating in Your Life 21.1 The Communication Process 4

The Communication Process 4, Purposes of Communication 6, Types of Business Communication 7

1.2 Overcoming Communication Barriers 11

Communication Barriers 11, Overcoming Barriers 12

1.3 Reading in the Workplace 19

Importance of Reading 19, Improving Reading Skills 23

Chapter 2 Diversity and Ethics 322.1 Diversity at Work 34

Overview of Diversity 34, Diversity Trends 36, The World as a Global Workplace 37

2.2 Diff erences 40

Cultural Diff erences 40, Customs and Etiquette 43

2.3 Strategies for Eff ective Communication 45

Professional Attitude 45, Cross-Cultural Communication 46, Fairness and Sensitivity 49

2.4 Ethics in Business Communication 52

A Defi nition of Ethics 52, Communicating in an Ethical Way 53

Chapter 3 Nonverbal Communication and Teamwork 663.1 Nonverbal Communication 68

The Roles of Nonverbal Communication 68, Nonverbal Symbols 70, Nonverbal Symbols and Your Image 74, Nonverbal Symbols in the Environment 77

3.2 Listening Skills 79

The Listening Process 79, Types of Listening 80, Barriers to Eff ective Listening 82, Listening Eff ectively 84

3.3 Teamwork 89

Workplace Relationships 89, Workplace Teams 91, Working Eff ectively in Teams 93

Contents

Contents

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iv

Chapter 4 Basics of English Grammar 1044.1 Parts of Speech and Sentences 106

Parts of Speech 106, Sentence Parts 107, Sentence Structure 111

4.2 Nouns, Pronouns, and Adjectives 114

Nouns 114, Pronouns 115, Adjectives 119

4.3 Verbs and Adverbs 123

Verbs 123, Adverbs 128

4.4 Prepositions, Conjunctions, and Interjections 131

Prepositions 131, Conjunctions 132, Interjections 133

Chapter 5 Mechanics of Writing 1405.1 External Marks and the Comma 142

Punctuation 142, The Period 142, The Question Mark 143, The Exclamation Point 144, The Comma 145

5.2 Other Internal Marks 150

The Semicolon 150, The Colon 151, The Dash 153, The Hyphen 154, Quotation Marks 155, Parentheses 157, The Apostrophe 158

5.3 Abbreviations, Capitalization, and Number Expression 161

Abbreviations 161, Capitalization 164, Number Expression 165

Chapter 6 Th e Writing Process 1746.1 Planning and Organizing Messages 176

Planning Messages 176, Organizing Messages 179

6.2 Composing Messages 182

Eff ective Messages 182, Courteous Messages 182, Correct Messages 186, Concise Messages 187, Clear Messages 188, Complete Messages 189

6.3 Editing and Publishing Messages 192

Stages in the Writing Process 192, Editing Messages 192, Proofreading Messages 194, Publishing Messages 198

Chapter 7 Writing Memos, E-mail, and Letters 2087.1 Business Correspondence 210

Types of Business Correspondence 210, Purposes for Correspondence 214, Planning and Organizing Messages 216

7.2 Memos 219

Writing Memos 219, Editing and Publishing Memos 226

Contents

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v

7.3 E-mail and Instant Messaging 228

E-mail 228, Instant Messaging 235

7.4 Letters 239

Writing Letters 239, Editing and Publishing Letters 245

Chapter 8 Writing to Clients and Customers 2568.1 Neutral or Positive Messages 258

Planning Neutral or Positive Messages 258, Organizing Neutral or Positive Messages 259, Writing Neutral Messages 260, Writing Positive Messages 264

8.2 Negative Messages 274

Planning Negative Messages 274, Organizing Negative Messages 275, Writing Negative Messages 280, Writing Messages with Both Positive and Negative News 283

8.3 Persuasive Messages 286

Planning Persuasive Messages 286, Organizing Persuasive Messages 287, Writing Persuasive Messages 292, Planning Proposals 296, Organizing and Writing Proposals 297

Chapter 9 Writing Reports 3109.1 Planning Reports 312

Types of Reports 312, Defi ning the Report 313, Collecting the Data 315, Processing the Data 321

9.2 Writing Informal Reports 327

Organizing Informal Reports 327, Outlining and Writing Informal Reports 328, Formatting Informal Reports 331

9. 3 Writing Formal Reports 338

Organizing and Writing Formal Reports 338, Parts of a Formal Report 339

Chapter 10 Graphics and Visual Aids 36210.1 Using Graphics and Visual Aids 364

The Importance of Graphics and Visual Aids 364, Use of Visual Aids in Documents 365, Choosing the Correct Visual Aid 369

10. 2 Developing Graphics 372

Creating Graphics Electronically 372, Tables 373, Charts 374, Other Visual Aids 381

Contents

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vi

Chapter 11 Technical Communication 39211.1 Writing to Instruct 394

The Purpose of Instructions and Manuals 394, Parts of Eff ective Instructions 394, Writing and Editing Guidelines 398, Parts of Eff ective Manuals 401

11.2 Writing to Describe 407

Types of Description Writing 407, Object Descriptions 408, Process Descriptions 412

Chapter 12 Technology in the Workplace 42412.1 Computer Hardware and Software 426

Technology at Work 426, Computer Software 430, File Storage and Management 433, Peripherals 437

12.2 Other Technologies 443

The Connected World 443, The Internet 444, Security 445, Document Transmittal 448, Pagers 449, Voice Mail 450, Cell Phones 450, VoIP 455, Digital Cameras 456, Global Positioning Systems 456, Conference Technologies 458, Training Technologies 458

12.3 Workplace Safety and Ergonomics 462

Workplace safety 462, Computer Use and Ergonomics 464, Ergonomics and the Computer Workstation 465

Chapter 13 Presentations and Meetings 47813.1 Oral Presentations 480

Short Oral Presentations 480, Formal Oral Presentations 481, Delivery of Oral Presentations 488

13.2 Visual Aids in Presentations 494

Types of Visual Aids 494, Choosing Appropriate Visual Aids 497, Preparing Visual Aids 498, Presenting Your Visual Aids 500

13.3 Eff ective Meetings 504

Types of Meetings 504, Meeting Documents 505, Participation in Meetings 508, Organize Productive Meetings 513, Lead Meetings Eff ectively 518

Chapter 14 Communicating with Customers 52814.1 Customer Service 530

Importance of Customer Service 530, Customer Service Culture 531, Customer Interaction 534, Managing Challenging Situations 539

14.2 Face-to-Face Communication 544

Communication and Your Voice 544, Parts of a Conversation 546, Guidelines for Success 548

Contents

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vii

14.3 Telephone Communication 551

Eff ective Telephone Communication 551, Outgoing Calls 553, Incoming Calls 556

Chapter 15 Getting a Job 56615.1 Job Search 568

Your Goals 568, Job Qualifi cations 570, Job Opportunities 572

15.2 Resume 578

Preparing a Resume 578, Alternative Resumes 586

15.3 Application Letter and Form 592

Application Letter 592, Application Forms 597

15.4 Interview and Follow-Up Messages 600

The Job Interview 600, Follow-Up Messages 606

Appendix A Glossary 618

Appendix B Proofreaders’ Marks and Document Styles 625

Appendix C Checkpoint Answers 630

Index 647

Contents

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viii

Business Communication, 2eMore Focused. More Readable. More Concise.

Employers regularly list communication as one of the most important skills they look

for in job applicants. Business Communication, 2e equips students with the communication

tools they need for success in the workplace!

Regarding Chapter 3, Nonverbal Communication and Teamwork:“The successful teamwork section is FANTASTIC! In the collaborative culture we live in, students desperately need this information.” (Mary Beth Lee, Rider High School)

Regarding Chapter 3, Nonverbal Communication and Teamwork: “Analyzing speaking behavior was the strength of this chapter, in my opinion. This shows students how important what they say is.” (Azzie Olds, Business Department Chairperson, North Caddo Magnet High School)

Regarding Chapter 2, Diversity and Ethics: “Good job dealing with real-world issues which need to be discussed on a regular basis. The part on plagiarism is a MUST READfor students today. The language and culture section is also essential in the global marketplace we now live in. “

Regarding Chapter 1, Communicating in Your Life: “It couldn’t be better. As an instructor, I appreciate the fl ow in which the chapter is designed and how easy it is to prepare lessons that accommodate the information.”

“This textbook is a fantastic introduction to business communication. Thank goodness someone’s fi nally addressing issues such as cell phone etiquette. It’s also great to see an easy-to-understand example of verbal and nonverbal communication. Students need to know how to respond professionally.”

Every chapter has been reviewed, and here’s what reviewers are saying…

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ixPreface

A Chapter Summary, vocabulary terms exercise, Critical Thinking Questions, applications, Editing Activities, and case studies are provided at the end of each chapter to reinforce the material presented.

3 Appendices…

Appendix A: Glossary lists and defi nes key terms introduced in the chapters.

Appendix B: Proofreaders’ Marks and Documentation Styles provides a list of commonly used proofreaders’ marks and documentation examples for APA, MLA, and Chicago Manual of Style formats.

Appendix C: Checkpoint Answers provides answers to the checkpoints that appear in the chapters so students can verify their answers.

Organized for Success…

15 Chapters…

For readability and ease of teaching, each chapter is organized into sections. Sections begin with a set of objectives and conclude with applications for assessment of student learning.

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x

Business Communication, 2e introduces new chapters and topics; revised, expanded, and updated chapters; engaging features; and an attractive new layout while retaining its foundation of strong and user-friendly content.

What’s New…

An expanded discussion of ethics explores contem-porary issues in confi dentiality, privacy, electronic rights, security of information, honesty, and plagiarism.

A revised Chapter 2 deals with diversity issues students are likely to encounter at work, such as understanding, communicating, and working with clients and colleagues from other cultures.

Reading skills are emphasized in a new section in Chapter 1 and Reading Skills exercises in other chapters.

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xiPreface

Two new chapters increase the emphasis on English grammar and writing mechanics. Editing activities are provided in every chapter to reinforce these skills.

Technology in the Workplace is a new chapter that focuses on technologies students are likely to encounter at work, such as e-mail, cell phones, message systems, networks, laptops, tablets, and training materials.

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xii Preface

Powerful Tools for Teaching Business Communication…

Easy-to-read style. The text is written in everyday language. Bulleted and enumerated lists highlight important concepts.

Engaging and useful illustrations. Color photos and fi gures provide visual reinforcement and act as a starting point for class discussion.

Document formats. Numerous model documents in Offi ce 2007 formats show students how to format letters, memos, reports, resumes, and other documents.

Integration of technology. Chapter 12 is a new chapter devoted to workplace technologies. In addition, technology concepts and exercises requiring the use of technology are integrated throughout the text.

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xiiiPreface

Opportunities to write and revise. Many opportunities to write, edit, revise, and proofread are provided throughout the text.

Feedback. Checkpoints in chapters provide immediate feedback, thereby enhancing learning.

Internet research. A new Net Bookmark feature provides chapter-related activities for students to complete using information found on the Internet.

The 16 Career Clusters. The Career Case Studies at the end of every chapter represent the 16 Career Clusters, allowing students to learn about the role of communication in a wide range of careers.

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xiv

For the Instructor...

Comprehensive student and instructor resources complete the package.

Study Guide – serves as a tool for review and a resource for additional

enrichment activities. This workbook includes matching, multiple-choice,

short-answer, and true/false questions in addition to writing exercises.

Text/eBook Bundle – Adobe® eBook provides the same content as the printed text.

It can be viewed on the computer or handheld with the free Acrobat® Reader® and looks exactly

like the printed version, including content, photos, graphics, and rich fonts.

Instructor’s Resource CD – off ers the following:� PDF fi le of the Instructor’s Manual

� Data fi les in Word 2003 format for use with editing exercises and applications

� Solution fi les for selected applications

� Lesson plans in Word fi les

� Transparency masters with document formats for traditional and Word 2007

� Study Guide Answers and sample solutions in PDF

� One test per chapter provided in PDF

� One PowerPoint slide show per chapter to introduce or review the chapter

� Supplemental grammar, punctuation, number usage, and spelling exercises

� A continuing case as supplemental material

Web Site – The companion Web site www.cengage.com/school/bcomm/buscomm. Everything on the IRCD will be included on the instructor password-protected portion of the Web site.

Instructor’s Manual – includes an overview of the instructional package, including:� General teaching suggestions

� Guidelines for assessment

� Objectives for each chapter

� Chapter outlines

� Answers and solutions to chapter questions and applications

ExamView® – test bank provides an objective 40-question test bank for every chapter. Instructors can add, delete, or change questions.

Business Communications

Stud

y G

uide


Inst

ruct

or’s

Man

ual

For the Student...

Web Site – The companion Web site www.cengage.com/school/bcomm/buscomm contains:� Data fi les for use in completing

applications

� Web links for chapter applications that require Internet use

� Vocabulary fl ash cards

� Additional grammar, punctuation, number usage, and spelling exercises for extra review

� Files for a continuing case

� Document formats


Instructor CD

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xv

Susan ButtsEff ective Communications InstructorGreenville High SchoolGreenville, Ohio

Tammi CampbellBusiness Education TeacherNewberry County Career CenterNewberry, South Carolina

Scott ChristyBusiness Education InstructorGreen Bay Public SchoolsGreen Bay, Wisconsin

Karen ConradBusiness Education InstructorNorth Star High SchoolBoswell, Pennsylvania

Michael CrawfordMarketing, Advertising & Entrepreneur InstructorGASC Technology CenterFlint, Michigan

Kay Lynn HolmesBusiness Education TeacherUintah High SchoolVernal, Utah

Mirriam LarsonEducator, Business, Comp. Tech. Department Southwest Education AcademyCedar City, Utah

Mary Beth LeePublications Adviser, TeacherRider High SchoolWichita Falls, Texas

Jallane LinkBusiness Offi ce Technology InstructorCanadian Valley Technology CenterChickasha, Oklahoma

William McAndrewsBusiness DepartmentPROGRESS High School for Professional CareersBrooklyn, New York

Sarah MeeceBusiness Teacher / CTE CoordinatorLarry A. Ryle High SchoolUnion, Kentucky

Azzie L. OldsBusiness Department HeadNorth Caddo Magnet High SchoolVivian, Louisiana

Marti ShirleyBusiness/Computer/Math InstructorLake Park High SchoolRoselle, Illinois

Nancy StewartInstructor, English IV Communication for LifeRiverdale High SchoolMurfreesboro, Tennessee

Shani WatkinsCoordinator, BAS-ITAM program, LecturerCentral Washington University / Tacoma Public SchoolsLynnwood, Washington / Tacoma, Washington

Mary WilliamsonBusiness Teacher / Adjunct ProfessorPeabody Magnet High School / Northwestern State UniversityAlexandria, Louisiana

Reviewers

Reviewers

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