Unit 1: Introduction to Communication

Chapter 1: Communicating in Everyday Life

Section 1.1 Elements of Communication
Section 1.2 The Communication Skills: Listening, Speaking, Reading, and Writing
Section 1.3 Communicating in the Business Environment

Chapter 2: Interpreting Communication

Section 2.1 The Basics of Nonverbal Communication
Section 2.2 Learning the Basics of Listening
Section 2.3 Listening in Casual and Business Settings
Section 2.4 Reading Business Documents

Chapter 3: Communicating Globally

Section 3.1 Domestic and International Communication
Section 3.2 Ethics and Professional Courtesy in Business Communication
Section 3.3 Nondiscriminatory Language

Unit 2: Developing Language Skills

Chapter 4: Exploring Language Elements

Section 4.1 The Parts of Speech
Section 4.2 The Sentence
Section 4.3 Verbs
Section 4.4 Predicate Agreement

Chapter 5: Mastering Nouns and Pronouns

Section 5.1 Nouns: Plural Forms
Section 5.2 Nouns and Pronouns: Possessive Forms
Section 5.3 Pronouns: Nominative and Objective Forms

Chapter 6: Expanding Language Skills

Section 6.1 Conjunctions
Section 6.2 Prepositions
Section 6.3 Adjectives
Section 6.4 Adverbs

Unit 3: Developing Writing Skills

Chapter 7: Applying the Mechanics of Style

Section 7.1 Sentence Enders
Section 7.2 Commas
Section 7.3 Semicolons, Colons, and Dashes
Section 7.4 Quotation Marks, Parentheses, and Apostrophes
Section 7.5 Capitalization
Section 7.6 Abbreviations
Section 7.7 Numbers

Chapter 8: Sharpening Writing Skills

Section 8.1 Using Words Effectively
Section 8.2 Mastering Spelling Techniques
Section 8.3 Structuring Phrases and Clauses
Section 8.4 Writing Effective Sentences
Section 8.5 Building Effective Paragraphs
Section 8.6 Revising, Editing, and Proofreading

Unit 4: Applying Communication Skills

Chapter 9: Writing E-Mails, Memos, and Letters

Section 9.1 Planning Good News, Bad News, and Persuasive Messages
Section 9.2 Formatting Business Documents
Section 9.3 Writing E-mails and Memos
Section 9.4 Informing and Requesting
Section 9.5 Responding to Requests

Chapter 10: Writing Specific Communications

Section 10.1 Persuasive Communications
Section 10.2 Writing Claim and Adjustment Messages
Section 10.3 Public Relations Letters
Section 10.4 Social-Business Communications
Section 10.5 Form Paragraphs, Form Letters, and Templates

Chapter 11: Preparing and Writing Reports

Section 11.1 Technology and Reports
Section 11.2 Writing Informal Reports
Section 11.3 Writing Formal Reports
Section 11.4 Keeping Meeting Records
Section 11.5 Preparing News Releases

Unit 5: Communicating in a Business Environment

Chapter 12: Working with Technology

Section 12.1 Ways Technology Affects Communication
Section 12.2 Using Technology to Communicate
Section 12.3 Communicating with the World
Section 12.4 Teleworking as a Way to Communicate

Chapter 13: Communicating with Customers

Section 13.1 The Importance of Good Customer
Section 13.2 Maintaining Good Customer Service
Section 13.3 Improving Contact with Customers
Section 13.4 Responding to Customer-Service Needs

Chapter 14: Developing Presentation Skills

Section 14.1 Basics of Oral Communication
Section 14.2 Communicating in Groups, Teams, and Meetings
Section 14.3 Formal and Informal Presentations
Section 14.4 Using Visual Aids and Technology

Unit 6: Communicating About Employment

Chapter 15: Searching for Jobs

Section 15.1 Job Search Skills
Section 15.2 Chronological and Functional (Skills) Résumés
Section 15.3 Scannable Résumé
Section 15.4 Application Letter and Application Form
Section 15.5 Employment Portfolio

Chapter 16: Interviewing and Employment Issues

Section 16.1 Preparing for the Interview
Section 16.2 Interviews and Interview Questions
Section 16.3 Communication Skills During the Interview
Section 16.4 After the Interview
Section 16.5 Requesting a Promotion or a Compensation Increase
Section 16.6 Leaving a Position

Appendix
Glossary