《BUSINESS COMMUNICATION TODAY FIFTH EDITION》求取 ⇩

PART 1FOUNDATIONS OF BUSINESS COMMUNICATION1

CHAPTER 1：Communicating Successfully in an Organization2

COMMUNICATION CLOSE-UP AT DISNEY2

Communication，Business，and You4

The Internal Communication Network6

Formal Communication Channels8

Informal Communication Channels11

The External Communication Network12

Formal Contacts with Outsiders12

Informal Contacts with Outsiders17

Characteristics of Effective Organizational Communication17

An Open Communication Climate17

A Commitment to Ethical Communication18

An Understanding of Intercultural Communication21

A Proficiency in Communication Technology22

An Audience-Centered Approach to Communication22

An Effcient Flow of Communication Messages23

Summary24

COMMUNICATION CHALLENGES AT DISNEY25

Critical Thinking Questions25

Exercises26

Sharpening Your Skills4

Communication Skills—Eight Great Ways They Help Advance Your Career4

Focusing on Ethics19

Ethical Boundaries：Where Would You Draw the Line？19

CHAPTER 2：Understanding Business Communication28

COMMUNICATION CLOSE-UP AT METAMORPHOSIS STUDIOS28

The Basic Forms of Communication30

Nonverbal Communication30

Verbal Communication33

The Process of Communication36

Formulating a Message37

Overcoming Communication Barriers38

How to Improve Communication46

Create the Message Carefully47

Minimize Noise48

Facilitate Feedback48

Summary49

COMMUNICATION CHALLENGES AT METAMORPHOSIS STUDIOS50

Critical Thinking Questions50

Documents for Analysis50

Exercises51

Communicating Across Cultures34

Actions Speak Louder Than Words All Around the World34

Sharpening Your Skills46

Eight Keys to Achieving Total Quality and Customer Satisfaction46

CHAPTER 3：Communicating Interculturally54

COMMUNICATION CLOSE-UP AT PROCTER ＆ GAMBLE54

The Importance of Intercultural Business Communication56

Communicating with Cultures Abroad56

Communicating with a Culturally Diverse Work Force58

The Basics of Intercultural Business Communication59

Understanding Culture59

Recognizing Cultural Differences60

Dealing with Language Barriers65

Dealing with Ethnocentric Reactions69

Tips for Communicating with People from Other Cultures70

LearningAbout a Culture70

Developing Intercultural Communication Skills71

Negotiating Across Cultures72

Handling Written Communication74

Handling Oral Communication79

Summary80

COMMUNICATION CHALLENGES AT PROCTER ＆ GAMBLE80

Critical Thinking Questions81

Exercises81

Communicating Across Cultures61

Test Your Intercultural Knowledge61

Communicating Across Cultures68

Does an “English-Only” Policy Violate Employees’ Rights？68

CHAPTER 4：Communicating Through Technology84

COMMUNICATION CLOSE-UP AT HEWLETT-PACKARD84

Technology in Contemporary Business Communication86

Technology in Written Communication87

Creating Printed Documents87

Creating Electronic Documents97

Technology in Oral Communication106

Individual Communication106

Group Communication106

How Technology Is Changing Communication107

Summary108

COMMUNICATION CHALLENGES AT HEWLETT-PACKARD108

Critical Thinking Questions109

Exercises109

Keeping Pace with Technology92

Techniques for FindingArticles Online92

Sharpening Your Skills98

Five Powerful Tools to Help You Create Quality Documents Quickly and Easily98

PART 2THE WRITING PROCESS111

CHAPTER 5：Planning Business Messages112

COMMUNICATION CLOSE-UP AT GENERAL MILLS112

Understanding the Composition Process113

A Ten-Stage Process114

Collaboration116

Schedules117

Examining the Composition Process117

Stage1：Defining Your Purpose117

Why You Need a Clear Purpose117

Common Purposes of Business Messages118

How to Test Your Purpose118

Stage 2：Analyzing Your Audience119

Develop Your Audience’s Profile120

Satisfy Your Audience’s Informational Needs121

Satisfy Your Audience’s Motivational Needs124

Satisfy Your Audience’s Practical Needs125

Stage 3：Establishing the Main Idea126

Use Prewriting Techniques127

Limit the Scope128

Stage 4：Selecting the Appropriate Channel and Medium128

Oral Communication129

Written Communication130

Electronic Communication133

Summary134

COMMUNICATION CHALLENGES AT GENERAL MILLS135

Critical Thinking Questions136

Exercises136

Sharpening Your Skills114

Overcoming Your Fear of the Blank Page114

Communicating Across Cultures122

Understand Intercultural Audiences，and You’ll Be Understood122

CHAPTER 6：Composing Business Messages138

COMMUNICATION CLOSE-UP AT COMMUNITY HEALTH GROUP138

Stage 5：Organizing Your Message140

What Good Organization Means140

Why Good Organization Is Important141

How Good Organization Is Achieved145

Stage 6：Formulating Your Message155

Composing Your First Draft156

Controlling Your Style and Tone156

Shaping Your E-mail Message164

Summary169

COMMUNICATION CHALLENGES AT COMMUNITY HEALTH GROUP170

Documents for Analysis170

Critical Thinking Questions171

Exercises171

Focusing on Ethics148

The Tangled Web of Internet Copyrights148

Keeping Pace with Technology168

E-mail Etiquette：Minding Your Manners Online168

CHAPTER 7：Revising Business Messages174

COMMUNICATION CLOSE-UP AT TURNER BROADCASTING SYSTEM174

Stage 7：Editing Your Message176

Evaluating Your Content and Organization176

Reviewing Your Style and Readability178

Assessing Your Word Choice179

Critiquing Another’s Writing188

Stage 8：Rewriting Your Message189

Create Effective Sentences189

Develop Coherent Paragraphs197

Stage 9：Producing Your Message200

Design Elements200

Design Decisions203

Stage 10：Proofing Your Message204

Proof Your Mechanics and Format204

Use Grammar and Spell Checkers Wisely204

Summary207

COMMUNICATION CHALLENGES AT TURNER BROADCASTING SYSTEM208

Critical Thinking Questions208

Documents for Analysis208

Exercises209

Communicating Across Cultures184

More than Word for Word—The Importance of Accurate Translation184

Sharpening Your Skills205

How to Proofread Like a Pro：Tips for Creating the Perfect Document205

PART 3LETTERS，MEMOS，AND OTHER BRIEF MESSAGES213

CHAPTER 8：Writing Direct Requests214

COMMUNICATION CLOSE-UP AT THE NATURE COMPANY214

Intercultural Requests216

Organizing Direct Requests216

Direct Statement or the Request or Main Idea218

Justification，Explanation，and Details218

Courteous Close with Request for Specific Action219

Placing Orders219

Requesting Routine Information andAction221

Requests to Company Insiders221

Requests to Other Businesses221

Requests to Customers and Other Outsiders223

Writing Direct Requests for Claims and Adjustments225

Making Routine Credit Requests228

Inquiring About People230

Letters Requesting a Recommendation232

Letter Checking on a Reference234

Summary234

COMMUNICATION CHALLENGES AT THE NATURE COMPANY237

Critical Thinking Questions237

Documents for Analysis237

Cases238

Communicating Across Cultures217

How Direct Is Too Direct？217

Sharpening Your Skills236

How to Check References—and Avoid Legal Traps236

CHAPTER 9：Writing Routine，Good-News，and Goodwill Messages248

COMMUNICATION CLOSE-UP AT STEINWAY ＆ SONS248

Organizing Positive Messages250

Clear Statement of the Main Idea251

Necessary Details252

Courteous Close252

Replying to Requests for Information and Action253

When a Potential Sale Is Involved253

When No Potential Sale Is Involved254

Responding Favorably to Claims and Adjustment Requests254

When the Company Is at Fault255

When the Buyer Is at Fault257

When a Third Party Is at Fault259

Approving Routine Credit Requests261

Conveying Positive Information About People263

Recommendation Letters263

Good News About Employment264

Writing Directives and Instructions266

Writing Business Summaries268

Conveying Good News About Products and Operations269

Writing Goodwill Messages270

Congratulations272

Messages of Appreciation272

Condolences274

Summary276

COMMUNICATION CHALLENGES AT STEINWAY ＆ SONS276

Critical Thinking Questions276

Documents for Analysis277

Cases278

Keeping Pace with Technology250

The Possibilities and Perils of E-mail250

Focusing on Ethics266

Recommendation Letters：What’s Right to Write？266

CHAPTER 10：Writing Bad-News Messages288

COMMUNICATION CLOSE-UP AT OLMEC TOYS288

Organizing Bad-News Messages290

Indirect Plan290

Direct Plan295

Conveying Bad News About Orders297

Communicating Negative Answers and Information298

Providing Bad News About Products299

Denying Cooperation with Routine Requests300

Declining Invitations and Requests for Favors300

Refusing Adjustment of Claims and Complaints303

Refusing to Extend Credit306

Conveying Unfavorable News About People306

Refusing to Write Recommendation Letters307

RejectingJob Applications309

Giving Negative Performance Reviews309

Terminating Employment311

Handling Bad News About Company Operations or Performance312

Summary314

COMMUNICATION CHALLENGES AT OLMEC TOYS314

Critical Thinking Questions314

Documents for Analysis315

Cases316

Communicating Across Cultures296

Good Ways to Send Bad News Around the World296

Sharpening Your Skills312

How to Take the Sting Out of Criticism and Foster Goodwill312

CHAPTER 11：Writing Persuasive Messages328

COMMUNICATION CLOSE-UP AT AT＆T LANGUAGE LINE SERVICES328

Planning Persuasive Messages330

Ethical Persuasion330

Audience Needs330

Writer Credibility331

Semantics and Other Persuasive Tools332

Emotion and Logic333

Organizing Persuasive Messages335

The Indirect Approach337

The Direct Approach337

Preparing Persuasive Messages on the Job337

Writing Persuasive Requests for Action338

Writing Persuasive Claims and Requests for Adjustment340

Writing Sales and Fund-raising Messages343

Sales Letters343

Fund-raising Letters353

Writing Collection Messages357

Notification359

Reminder360

Inquiry360

Urgent Notice360

Ultimatum361

Summary361

COMMUNICATION CHALLENGES AT AT＆T LANGUAGE LINE SERVICES362

Critical Thinking Questions362

Documents for Analysis363

Cases363

Focusing on Ethics350

Does Some Direct Mail Contain Deliberately Deceptive Copy？350

Keeping Pace with Technology354

Writing for the Web：Sales Messages in Cyberspace354

PART 4EMPLOYMENT MESSAGES377

CHAPTER 12：Writing Resumes and Application Letters378

COMMUNICATION CLOSE-UP AT MOBIL378

ThinkingAbout Your Career380

Analyzing What You Have to Offer380

Determining What You Want380

Seeking Employment Opportunities382

Building Toward a Career385

Writing Your Resume387

Control the Format and Style387

Tailor the Contents389

Choosing the Best Organizational Plan393

Adapting Your Resume to an Electronic Format394

Writing the Perfect Resume400

Writing Application Messages401

Writing the Opening Paragraph401

Summarizing Your Key Selling Points404

Writing the Closing Paragraph405

Writing the Perfect Application Letter406

Writing Other Types of Employment Messages406

Writing Job-Inquiry Letters406

Filling Out Application Forms406

Writing Application Follow-Ups407

Summary410

COMMUNICATION CHALLENGES AT MOBIL410

Critical Thinking Questions411

Documents for Analysis411

Cases412

Keeping Pace with Technology384

High-Tech Job Hunting：The Secrets of Finding Employment on the World Wide Web384

Focusing on Ethics392

Warning：Deceptive Resumes Can Backfire392

CHAPTER 13：Interviewing for Employment and Following Up414

COMMUNICATION CLOSE-UP AT MICROSOFT414

Interviewing with Potential Employers416

The Interview Process416

What Employers Look For422

What Applicants Need to Find Out423

How to Prepare for a Job Interview423

How to Be Interviewed431

Following Up After the Interview435

Thank-You Letter436

Letter of Inquiry436

Request for a Time Extension438

Letter of Acceptance438

Letter Declining a Job Offer439

Letter of Resignation439

Summary440

COMMUNICATION CHALLENGES AT MICROSOFT441

Critical Thinking Questions441

Documents for Analysis442

Cases442

Focusing on Ethics421

Handwriting Analysis：Should It Be Used to Determine Your Employment Potential？421

Sharpening Your Skills426

Sixteen Tough Interview Questions：What to Say When You’re Stopped in Your Tracks426

PART 5REPORTS AND PROPOSALS445

CHAPTER 14：Using Reports and Proposals as Business Tools446

COMMUNICATION CLOSE-UP AT NARADA PRODUCTIONS446

What Makes a Good Business Report448

How Companies Use Reports and Proposals449

Reports for Monitoring and Controlling Operations450

Reports for Implementing Policies and Procedures454

Reports for Complying with Government Regulations456

Proposals for Obtaining New Business or Funding458

Reports for Documenting Client Work461

Reports for Guiding Decisions464

How Electronic Technology Affects Business Reports467

Summary471

COMMUNICATION CHALLENGES AT NARADA PRODUCTIONS472

Critical Thinking Questions472

Exercises472

Focusing on Ethics450

Do You Make These Costly Mistakes When Writing Business Reports？450

Keeping Pace with Technology471

Gain the Competitive Edge with Online Reporting471

CHAPTER 15：Planning and Researching Reports and Proposals474

COMMUNICATION CLOSE-UP AT GOSH ENTERPRISES474

Five Steps in Planning Reports476

Step1：Defining the Problem and the Purpose476

Asking the Right Questions477

Developing the Statement of Purpose477

Step 2：Outlining Issues for Investigation478

Developing a Logical Structure478

Preparing a Preliminary Outline482

Following the Rules of Division482

Step 3：Preparing the Work Plan484

Step 4：Conducting the Research485

Reviewing Secondary Sources486

Collecting Primary Data491

Step 5：Analyzing and Interpreting Data497

Calculating Statistics497

Drawing Conclusions499

Developing Recommendations500

Summary500

COMMUNICATION CHALLENGES AT GOSH ENTERPRISES501

Critical Thinking Questions501

Exercises501

Sharpening Your Skills481

Seven Errors in Logic That Can Undermine Your Reports481

Focusing on Ethics492

How to Avoid Plgiarism492

CHAPTER 16：Developing Visual Aids504

COMMUNICATION CLOSE-UP AT EASTMAN KODAK COMPANY504

Planning VisualAids506

Why Business Professionals Use Visual Aids506

The Process of“Visualizing” Your Text506

Designing VisualAids509

Understanding the Art of Graphic Design509

Selecting the Right Visual for the Job510

Producing Visual Aids519

Creating Graphics with Computers520

Fitting Visual Aids into the Text521

Checking Over the Visual Aids524

Summary526

COMMUNICATION CHALLENGES AT EASTMAN KODAK COMPANY528

Critical Thinking Questions528

Documents for Analysis529

Exercises530

Keeping Pace with Technology522

Creating Colorful Visual Aids with Computers for Maximum Clarity and Impact522

Focusing on Ethics527

Visual Aids That Lie：The Use and Abuse of Charts and Graphs527

CHAPTER 17：Writing Reports and Proposals532

COMMUNICATION CLOSE-UP AT THE SAN DIEGO WILD ANIMAL PARK532

Organizing Reports and Proposals534

Deciding on Format and Length534

Selecting the Information to Include535

Choosing Director Indirect Order538

Structuring Ideas538

Formulating Reports and Proposals556

Choosing the Proper Degree of Formality557

Establishing a Time Perspective557

Helping Readers Find Their Way558

Summary564

COMMUNICATION CHALLENGES AT THE SAN DIEGO WILD ANIMAL PARK564

Critical Thinking Questions565

Exercises565

Cases567

Sharpening Your Skills536

Be Careful—Your Computer Can Create Work！536

Sharpening Your Skills560

Writing Headings That Spark Reader Interest560

CHAPTER 18：Completing Formal Reports and Proposals574

COMMUNICATION CLOSE-UP AT THE ROCKY MOUNTAIN INSTITUTE574

Report Production576

Components of a Formal Report577

Prefatory Parts578

Text of the Report581

Supplementary Parts585

Components of a Formal Proposal585

Prefatory Parts605

Text of the Proposal605

Summary607

COMMUNICATION CHALLENGES AT THE ROCKY MOUNTAIN INSTITUTE607

Critical Thinking Questions610

Cases610

Sharpening Your Skills586

In-Depth Critique：Analyzing a Formal Report586

PART 6ORAL COMMUNICATION625

CHAPTER 19：Listening，Interviewing，and Conducting Meetings626

COMMUNICATION CLOSE-UP AT 3M626

Communicating Orally628

Speaking629

Listening630

Handling Difficult Interpersonal Situations634

Resolving Conflict634

Overcoming Resistance635

Handling Negotiations635

Conducting Interviews on the Job636

Categorizing Interviews637

Planning Interviews638

Participating in Small Groups and Meetings642

Understanding Group Dynamics642

Arranging the Meeting644

Contributing to a Productive Meeting647

Summary649

COMMUNICATION CHALLENGES AT 3M649

Critical Thinking Questions650

Exercises650

Communicating Across Cultures631

Crossing Cultures Without Crossing Signals：Your Listening Skills Can Bridge the Gap631

Keeping Pace with Technology646

Electronic Meetings：Work Together—Wherever You Are—to Get the Results You Want646

CHAPTER 20：Giving Speeches and Oral Presentations652

COMMUNICATION CLOSE-UP AT PHOENIX MANAGEMENT652

Speaking and Presenting in a Business Environment654

Preparing to Speak654

Define Your Purpose655

Analyze Your Audience655

Plan Your Speech or Presentation655

Developing Your Speech or Presentation663

The Introduction663

The Body665

The Close666

The Question-and-Answer Period668

The Visual Aids668

Mastering the Art of Delivery671

Getting Ready to Give Your Presentation673

Delivering the Speech673

Handling Questions675

Summary677

COMMUNICATION CHALLENGES AT PHOENIX MANAGEMENT677

Critical Thinking Questions677

Exercises678

Sharpening Your Skills665

Tired of Being Ignored？Five Ways Guaranteed to Get Attention and Keep It665

Keeping Pace with Technology669

Your Audience Will Get the Picture：Presentation Software Can Create Lively Business Speeches669

PART 7SPECIAL TOPICS IN BUSINESS COMMUNICATION681

COMPONENT CHAPTER A：Format and Layout of Business Documents682

First Impressions682

Paper682

Customization683

Appearance683

Letters684

Standard Letter Parts685

Additional Letter Parts692

Letter Formats696

Envelopes697

Addressing the Envelope697

Folding to Fit699

International Mail701

Memos703

E-mail706

Header706

Body708

Time-Saving Messages708

Reports709

Margins709

Headings711

Spacing and Indentations711

Page Numbers712

Meeting Documents712

COMPONENT CHAPTER B：Documentation of Report Sources714

Finding Sources714

Libraries714

Computerized Databases716

Using Source Information717

Recording Information717

Understanding Copyright and Fair Use718

Preparing Reference Lists719

Reference List Construction720

Manuals of Style722

Reference List Entries723

Choosing a Method of In-Text Citation725

Author-Date System725

Key-Number System726

Superscript System726

Source Note Format730

APPENDIX Ⅰ：Fundamentals of Grammar and Usage731

1.0Grammar731

1.1 Nouns731

1.2 Pronouns732

1.3 Verbs734

1.4 Adjectives736

1.5 Adverbs737

1.6 Other Parts of Speech737

1.7 Sentences738

2.0Punctuation741

2.1 Periods741

2.2 Question Marks741

2.3 Exclamation Points741

2.4 Semicolons741

2.5 Colons741

2.6 Commas742

2.7 Dashes743

2.8 Hyphens743

2.9 Apostrophes743

2.10 Quotation Marks743

2.11 Parentheses744

2.12 Ellipses744

2.13 Underscores and Italics744

3.0Mechanics744

3.1 Capitals744

3.2 Abbreviations745

3.3 Numbers745

3.4 Word Division745

4.0Vocabulary746

4.1 Frequently Confused Words746

4.2 Frequently Misused Words747

4.3 Frequently Misspelled Words748

4.4 Transitional Words and Phrases748

APPENDIX Ⅱ：Correction Symbols758

Content and Style758

Grammar，Usage，and Mechanics759

Proofreading Marks760

References761

Acknowledgements773

Organization/Company/Brand Index777

Subject Index779