Essentials of Business Communication 10E
Contents
Brief Contents
Unit 1 Business Communication in the Digital Age 1
1 Communicating in the Digital-Age Workplace 2
Unit 2 The Business Writing Process in the Digital Age 350
2 Planning Business Messages 36
3 Organizing and Drafting Business Messages 63
4 Revising Business Messages 90
Unit 3 Workplace Communication 1190
5 Short Workplace Messages and Digital Media 120
6 Positive Messages 156
7 Negative Messages 192
8 Persuasive Messages 226
Unit 4 Business Reports 2630
9 Informal Reports 264
10 Proposals and Formal Reports 299
Unit 5 Professionalism, Teamwork, Meetings, and Speaking Skills 351
11 Professionalism at Work: Business Etiquette, Ethics, Teamwork,
and Meetings 352
12 Business Presentations 389
Unit 6 Employment Communication 425
13 The Job Search and Résumés in the Digital Age 426
14 Interviewing and Following Up 474
Appendixes
A Correction Symbols and Proofreading Marks A-1
B Document Format Guide A-4
C Documentation Formats A-13
End Matter
Grammar/Mechanics Handbook GM-1
Key to Grammar/Mechanics Checkups K-1
Index I-1
Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole
© Dean Drobot/Shutterstock.com
3 Organizing and Drafting Business Messages 63
3-1 Drafting Workplace Messages 63
3-2 Organizing Information to Show Relationships 66
3-3 Composing the First Draft With Effective
Sentences 69
3-4 Developing Business Writing Techniques 71
3-5 Drafting Well-Organized, Effective Paragraphs 75
Summary of Learning Objectives 76
Chapter Review 77
Critical Thinking 79
Writing Improvement Exercises 79
Radical Rewrites 85
Grammar/Mechanics Checkup—3 86
Editing Challenge—3 87
Communication Workshop 88
Endnotes 89
Acknowledgments 89
John Lund/Sam Diephuis/
Blend Images/Getty Images
Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Contents xi
4 Revising Business Messages 90
4-1 Taking Time to Revise: Applying Phase 3 of
the Writing Process 90
4-2 Making Your Message Clear 95
4-3 Enhancing Readability Through Document
Design 98
4-4 Proofreading to Catch Errors 103
4-5 Evaluating the Effectiveness of Your Message 105
Summary of Learning Objectives 105
Chapter Review 106
Critical Thinking 107
Writing Improvement Exercises 108
Radical Rewrites 114
Grammar/Mechanics Checkup—4 115
Editing Challenge—4 116
Communication Workshop 117
Endnotes 118
Acknowledgments 118
5-1 Preparing Digital-Age E-Mail Messages
and Memos 120
5-2 Workplace Messaging and Texting 127
5-3 Making Podcasts and Wikis Work for
Business 130
5-4 Blogging for Business 132
5-5 Web 2.0: Social Networking 136
Summary of Learning Objectives 139
Chapter Review 140
Critical Thinking 141
Writing Improvement Exercises 142
Radical Rewrites 144
Activities and Cases 146
Grammar/Mechanics Checkup—5 150
Editing Challenge—5 152
Communication Workshop 153
Endnotes 154
Acknowledgments 155
unit3 Workplace Communication
5 Short Workplace Messages and Digital Media 120
6 Positive Messages 156
6-1 Routine Messages: E-Mails, Memos, and
Letters 156
6-2 Typical Request, Response, and
Instruction Messages 158
6-3 Direct Claims and Complaints 164
6-4 Adjustment Messages 168
6-5 Goodwill Messages 171
Summary of Learning Objectives 175
Chapter Review 176
Critical Thinking 177
Writing Improvement Exercises 177
Radical Rewrites 179
Activities and Cases 182
Grammar/Mechanics Checkup—6 188
Editing Challenge—6 189
Communication Workshop 190
Endnotes 191
Acknowledgments 191
Purestock/Thinkstock
Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
xii Contents
7 Negative Messages 192
7-1 Communicating Negative News Effectively 192
7-2 Analyzing Negative News Strategies 194
7-3 Composing Effective Negative Messages 197
7-4 Refusing Typical Requests and Claims 202
7-5 Managing Bad News Within Organizations 206
Summary of Learning Objectives 211
Chapter Review 212
Critical Thinking 213
Writing Improvement Exercises 213
Radical Rewrites 215
Activities and Cases 217
Grammar/Mechanics Checkup—7 222
Editing Challenge—7 223
Communication Workshop 224
Endnotes 225
Acknowledgments 225
9 Informal Reports 264
9-1 Reporting in the Digital Age 264
9-2 Report Formats and Heading Levels 268
9-3 Defining the Purpose and Gathering Data 273
9-4 Writing Short Informational Reports 275
9-5 Preparing Short Analytical Reports 279
Summary of Learning Objectives 288
Chapter Review 289
Critical Thinking 290
Activities and Cases 290
Grammar/Mechanics Checkup—9 294
Editing Challenge—9 296
Communication Workshop 297
Endnotes 298
Acknowledgments 298
unit4 Business Reports
©Evgeny Karandaev/Shutterstock.com
8-1 Understanding Persuasion in the Digital Age 226
8-2 Planning and Writing Persuasive Requests 228
8-3 Writing Effective Persuasive Claims and
Complaints 229
8-4 Crafting Persuasive Messages in Digital-Age
Organizations 232
8-5 Creating Effective Sales Messages in Print
and Online 233
Summary of Learning Objectives 243
Chapter Review 244
Critical Thinking 246
Writing Improvement Exercises 246
Radical Rewrites 247
Activities and Cases 250
Grammar/Mechanics Checkup—8 258
Editing Challenge—8 259
Communication Workshop 260
Endnotes 261
Acknowledgments 262
8 Persuasive Messages 226
Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Contents xiii
10 Proposals and Formal Reports 299
10-1 Preparing Business Proposals 299
10-2 Writing and Editing Formal Business
Reports 305
10-3 Conducting Primary and Secondary
Research 308
10-4 Documenting and Citing Sources in
Business Reports 316
10-5 Incorporating Meaningful Visual Aids and
Graphics 318
10-6 Understanding Report Components 325
Summary of Learning Objectives 339
Chapter Review 340
Critical Thinking 341
Activities and Cases 342
Grammar/Mechanics Checkup—10 347
Editing Challenge—10 348
Communication Workshop 349
Endnotes 350
Acknowledgments 350
11-1 Developing Professionalism and Business
Etiquette Skills at the Office and Online 352
11-2 Communicating Face-to-Face on the Job 355
11-3 Following Professional Telephone and
Voice Mail Etiquette 361
11-4 Adding Value to Professional Teams 364
11-5 Planning and Participating in Face-to-Face
and Virtual Meetings 368
Summary of Learning Objectives 376
Chapter Review 377
Critical Thinking 378
Activities and Cases 378
Grammar/Mechanics
Checkup—11 383
Editing Challenge—11 385
Communication
Workshop 386
Endnotes 386
Acknowledgments 388
unit5 Professionalism, Teamwork, Meetings, and Speaking Skills
11 Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings 352
12 Business Presentations 389
12-1 Preparing Effective Business Presentations 389
12-2 Organizing Content for Impact and
Audience Rapport 392
12-3 Understanding Contemporary Visual Aids 398
12-4 Preparing Engaging Multimedia
Presentations 400
12-5 Polishing Your Delivery and Following Up 406
Summary of Learning Objectives 411
Chapter Review 412
Critical Thinking 413
Activities and Cases 414
Grammar/Mechanics Checkup—12 420
Editing Challenge—12 421
Communication Workshop 422
Endnotes 423
Acknowledgments 423
Purestock/Thinkstock
Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Key to Grammar/Mechanics Checkups K-1
Index I-1
Grammar/Mechanics Handbook GM-1
xiv Contents
13 The Job Search and Résumés in the Digital Age 426
13-1 Job Searching in the Digital Age 426
13-2 Developing a Job-Search Strategy Focused on
the Open Job Market 429
13-3 Pursuing the Hidden Job Market With
Networking 431
13-4 Creating a Customized Résumé 435
13-5 Optimizing Your Job Search With Today’s
Digital Tools 448
13-6 Creating Customized Cover Messages 454
Summary of Learning Objectives 462
Chapter Review 463
Critical Thinking 464
Radical Rewrites 465
Activities and Cases 467
Grammar/Mechanics Checkup—13 469
Editing Challenge—13 471
Communication Workshop 472
Endnotes 472
Acknowledgments 473
14-1 Purposes and Types of Employment
Interviews 474
14-2 Before the Interview 476
14-3 During the Interview 482
14-4 After the Interview 491
14-5 Preparing Additional Employment
Documents 494
Summary of Learning Objectives 498
Chapter Review 499
Critical Thinking 501
Activities and Cases 501
Grammar/Mechanics Checkup—14 507
Editing Challenge—14 508
Communication Workshop 509
Endnotes 510
Acknowledgments 511
Appendix A Correction Symbols and Proofreading
Marks A-1
Appendix B Document Format Guide A-4
Appendix C Documentation Formats A-13
14 Interviewing and Following Up 474
Appendixes
