includes index

unit 1. Communicating in today's workplace --
1. Career success begins with communication skills --
Communication skills : your ticket to work or your ticket out the door --
Understanding the communication process --
Improving listening skills --
Enhancing your nonverbal communication skills --
How culture affects communication --
Capitalizing on workforce diversity --
Summing up and looking forward --
Critical thinking --
Chapter review --
Activities and cases --
Video resources --
Career success starts with communication foundations --
Intercultural communication at work --
Understanding teamwork : Cold Stone Creamery --
Grammar/mechanics checkup --
Grammar/mechanics challenge --
Communication workshop : technology (using job boards to learn about employment possibilities in your field). unit 2. The writing process --
2. Planning business messages --
The basics of business writing --
The writing process for business messages and oral presentations --
Analyzing the purpose and the audience --
Anticipating the audience --
Adapting to the task and audience --
Summing up and looking forward --
Critical thinking --
Chapter review --
Activities --
Writing improvement exercises --
Video resource : Guffey's 3-x-3 writing process develops fluent workplace skills --
Grammar/mechanics checkup --
Grammar/mechanics challenge --
Communication workshop : career skills (sharpening your skills for critical thinking, problem solving, and decision making) --
Chapter 3. Composing business messages --
Collecting information to compose messages --
Organizing to show relationships --
Composing effective sentences --
Improving writing techniques --
Drafting powerful paragraphs --
Composing the first draft --
Summing up and looking forward --
Critical thinking --
Chapter review --
Writing improvement exercises --
Grammar/mechanics checkup --
Grammar/mechanics challenge --
Communication workshop : ethics (using ethical tools to help you do the right thing) --
4. Revising business messages --
Understanding the process of revision --
Revising for conciseness --
Revising for clarity --
Revising for vigor and directness --
Designing documents for readability --
Understanding the process of proofreading --
Summing up and looking forward --
Critical thinking --
Chapter review --
Writing improvement exercises --
Grammar/mechanics checkup --
Grammar/mechanics challenge --
Communication workshop : technology (using Word's Track Changes and Comment features to edit and revise documents). unit 3. Communicating at work --
5. Electronic messages and memorandums --
How organizations exchange messages and information --
Organizing e-mail messages and memos --
Applying e-mail and memo formats --
Using the writing process to create effective internal messages --
Best practices for using e-mail smartly, safely, and professionally --
Using instant messages professionally --
Writing information and procedure e-mail messages and memos --
Writing request and reply e-mail messages and memos --
Summing up and looking forward --
Critical thinking --
Chapter review --
Writing improvement exercises --
Writing improvement cases --
Activities and cases --
Video resources : smart e-mail messages and memos advance your career --
Innovation, learning, and communication : a study of Yahoo --
Grammar/mechanics checkup --
Grammar/mechanics challenge --
Communication workshop : ethics (should employees restrict e-mail, instant messaging, and Internet use?) --
6. Positive messages --
Sending positive written messages outside your organization --
Direct requests for information and action --
Direct claims --
Direct replies --
Adjustment letters --
Goodwill messages --
Summing up and looking forward --
Critical thinking --
Chapter review --
Writing improvement exercises --
Writing improvement cases --
Activities and cases --
Video resources : social responsibility and communication at Ben & Jerry's --
Grammar/mechanics checkup --
Grammar/mechanics challenge --
Communication workshop : career skills (Dr. Guffey's guide to business etiquette and workplace manners) --
7. Negative messages --
Strategies for delivering bad news --
Techniques for delivering bad news sensitively --
Refusing direct requests and claims --
Delivering bad news to customers --
Delivering bad news within organizations --
Ethics and the indirect strategy --
Summing up and looking forward --
Critical thinking --
Chapter review --
Writing improvement exercises --
Writing improvement cases --
Activities and cases --
Video resource : bad news : BuyCostumes --
Grammar/mechanics checkup --
Grammar/mechanics challenge --
Communication workshop : intercultural issues (presenting bad news in other cultures) --
8. Persuasive messages --
Making persuasive requests --
Writing sales and marketing messages --
Writing successful online sales and marketing messages --
Summing up and looking forward --
Critical thinking --
Chapter review --
Writing improvement exercises --
Writing improvement cases --
Activities and cases --
Video resources : persuasive request : Hard Rock Cafe --
Grammar/mechanics checkup --
Grammar/mechanics challenge --
Communication workshop : ethics (what is legal and what is not in sales letters). unit 4. Reporting workplace data --
9. Informal reports --
Understanding report basics --
Defining the purpose and gathering data --
Choosing a report writing style and creating headings --
Preparing typical informal reports --
Summing up and looking forward --
Critical thinking --
Chapter review --
Writing improvement exercises --
Activities and cases --
Grammar/mechanics checkup --
Grammar/mechanics challenge --
Communication workshop : collaboration (laying the groundwork for team writing projects) --
10. Proposals and formal reports --
Understanding business proposals --
Informal proposals --
Formal proposals --
Preparing to write formal reports --
Researching secondary data --
Generating primary data --
Documenting data --
Organizing and outlining data --
Illustrating data --
Presenting the final report --
Summing up and looking forward --
Critical thinking --
Chapter review --
Activities and cases --
Grammar/mechanics checkup --
Grammar/mechanics challenge --
Communication workshop : technology (trash or treasure : assessing the quality of Web documents). unit 5. Professionalism, teamwork, meetings, and speaking skills --
11. Professionalism at work : business etiquette, ethics, teamwork, and meetings --
Recognizing the importance of professionalism, business etiquette, and ethical behavior --
Becoming a professional communicator in face-to-face settings --
Practicing professional telephone, cell phone, and voice mail etiquette --
Becoming a team player in professional groups and teams --
Conducting productive business and professional meetings --
Summing up and looking forward --
Critical thinking --
Chapter review --
Activities and cases --
Grammar/mechanics checkup --
Grammar/mechanics challenge --
Communication workshop : career skills (five rules for resolving workplace conflicts) --
12. Business presentations --
Getting ready for an oral presentation --
Organizing content for a powerful impact --
Building rapport like a pro --
Planning visual aids --
Designing an impressive multimedia presentation --
Polishing your delivery and following up --
Summing up and looking forward --
Critical thinking --
Chapter review --
Activities and cases --
Video resource : building workplace skills : effective on-the-job oral presentations --
Grammar/mechanics checkup --
Grammar/mechanics challenge --
Communication workshop : collaboration (techniques for taking part in effective and professional team presentations). unit 6. Employment communication --
13. The job search, résumés, and cover letters --
Preparing for employment --
Creating a customized résumé --
Optimizing your résumé for today's technologies --
Applying the final touches to your résumé --
Creating a customized, persuasive cover letter --
Summing up and looking forward --
Critical thinking --
Chapter review --
Activities and cases --
Grammar/mechanics checkup --
Grammar/mechanics challenge --
Communication workshop : career skills (network your way to a job in the hidden market) --
14. Interviewing and following up --
Types of employment interviews --
Before the interview --
During the interview --
After the interview --
Other employment documents --
Summing up and looking forward --
Critical thinking --
Chapter review --
Activities and cases --
Video resource : building workplace skills : sharpening your interview skills --
Grammar/mechanics checkup --
Grammar/mechanics challenge --
Communication workshop : career skills (let's talk money : negotiating a salary) --
Appendix A.A guide to document formats --
Appendix B. Correction symbols and proofreading marks --
Appendix C. Documentation formats --
Grammar/mechanics handbook --
Key to grammar/mechanics checkups --
Endnotes --
Acknowledgments --