Business Communications equips students with the communication tools needed for success in today's rapidly changing global business environment. New topics such as exchanging information via telecommunications software, electronic mail, images and multimedia, and on-line information services are presented using the classical business communications approach.

Preface

Chapter 1 Communicating in Your Life

 CASE 1 Sending the Wrong Message

 Section 1.1 Communication Its Importance and Roles in Your Life

 Section 1.2 Communication Responsibilities of Participants Forms and Barriers

 Section 1.3 Electronic Communication

 CASE SUMMARY

Chapter 2 Communicating in a Diverse Workplace

 CASE 2  Succeeding in a Global Business Environment

 Section 2.1 Cultural Differences at Home and Abroad

 Section 2.2 Effective CrossCultural Communication

 Section 2.3 Other Diversities in the Workplace

 Section 2.4 Working Effectively in Teams

 CASE SUMMARY

Chapter 3 Nonverbal Communication

 CASE 3  Nonverbal Communication on the Job

 Section 3.1 Nonverbal Communication A Key to Accurate Communication

 Section 3.2 Listening An Important Interpersonal Skill

 CASE SUMMARY

Chapter 4 The Writing Process

 CASE 4  Sending Written Messages That Work

 Section 4.1 Prewriting: Planning and Organizing Messages

 Section 4.2 Drafting: Choosing Words

 Section 4.3 Revising: Creating Concise Sentences and Complete Paragraphs

 Section 4.4 Editing and Proofreading

 Section 4.5 Publishing

 CASE SUMMARY

Chapter 5 Writing Memos, E-mail, and Other Communications

 CASE 5 Communicating Too Fast

 Section 5.1 Uses of Internal Documents

 Section 5.2 Formatting and Writing Effective Internal Documents

 Section 5.3 Abuses of Internal Documents

 Section 5.4 Meetings and Other Internal Communications

 CASE SUMMARY

Chapter 6 Writing Letters to Your Clients and Customers

 CASE 6  Maria's Reactions to Letters

 Section 6.1 Selecting Order and Formatting Your Letters

 Section 6.2 Writing Letters with a Neutral or Positive Message

 Section 6.3 Writing Letters with a Negative Message

 CASE SUMMARY

Chapter 7 Researching and Using Information

 CASE 7 Asking the Right Questions

 Section 7.1 Planning and Defining the Search

 Section 7.2 Locating Sources of Information

 Section 7.3 Organizing, Evaluating, and Using Information

 CASE SUMMARY

Chapter 8 Developing and Using Graphic and Visual Aids

 CASE 8 Improving the Progress Report

 Section 8.1 Purposes and Placement of Graphic Aids

 Section 8.2 Developing Graphic Aids

 Section 8.3 Using Visual Aids for Oral Presentations

 CASE SUMMARY

Chapter 9 Writing Routine Reports

 CASE 9 Reports and Peter's New Job

 Section 9.1 Planning Informal Reports

 Section 9.2 Writing Informal Reports

 CASE SUMMARY

Chapter 10 Writing Formal Reports

 CASE 10 Writing Reports--A Major Function of a Business

 Section 10.1  Writing Formal Reports

 Section 10.2  Writing Specialized Reports

 CASE SUMMARY

Chapter 11 Technical Communication

 CASE 11  Streamlining Returns

 Section 11.1  Writing to Instruct

 Section 11.2  Writing to Describe

 Section 11.3  Writing to Persuade

 CASE SUMMARY

Chapter 12 Presentations and Meetinus

 CASE 12 The Presentations and Meetings of Salu's Job

 Section 12.1  Oral Presentations

 Section 12.2  Effective Meetings

 CASE SUMMARY

Chapter 13 Communicatino with Customers

 CASE 13 Customer Service at a Minimum

 Section 13.1  Customer Service

 Section 13.2  One-on-One and Telephone Communication

 CASE SUMMARY

Chapter 14 Employment Communication

 CASE 14 Brad's ]oh Search

 Section 14.1  Analyzing Yourself and the Market

 Section 14.2  Writing Your Resume

 CASE SUMMARY

Chapter 15 Job Application and Interviewing Skills

 CASE 15 Getting a Job and Frustration

 Section 15.l  Writing a Letter of Application and Completing the Application Forms

 Section 15.2  Interviewing Well and Writing the Follow-up Letter

CASE SUMMARY

Proofreaders' Marks

Appendix A Key Terms Glossary

Appendix B Technology Glossary

Appendix C Grammar and Mechanics

Appendix D Documenting Other Sources: Citation Styles

Appendix E Answers to Checkpoints

Index