UNIT 1 The Process and Challenge of Communication

Chapter 1: Setting the Stage for Effective Communication

The Importance of Business Communication
The Changing Workplace Environment
Using Business Communication at Work
Principles of Written Communication

Chapter 2: Choosing the Right Words

The Writing Process
The Meanings of Words
Proper Word Choices

Chapter 3: Developing Sentences and Paragraphs

Writing Sentences and Paragraphs
Sentence
Constructing Sentences
Developing and Arranging

UNIT 2 Basics for Communicating Effectively

Chapter 4: Developing Listening and Speaking Skills

Understanding the Importance of Listening
The Process of Active Listening
Interpreting Nonverbal
Barriers to Effective Listening
Active Listening Techniques
Understanding the Importance of
The Oral Presentation

Chapter 5: Planning and Organizing Business Messages

Planning for Effective
Organizing the Message

Chapter 6: Using Technology to Improve Communication

Technology in Business
Technology for Improving Your Writing
Technology for Communicating Electronically

Chapter 7: Formatting Business Messages

Formatting Memos
Other Types of Internal Messages
Parts of a Business Letter
Letter Styles
Addressing Envelopes

UNIT 3 Effective Messages

Chapter 8: Goodwill Principles and Goodwill Messages

Projecting a Positive Tone
Promoting a Service Attitude
Writing Goodwill Messages
Thank-You Messages
Messages of Congratulations
Letters That Invite, Announce, or
Get-Well Wishes and Sympathy Letters
Letter That Maintain or Reactivate Business
Applying Principles for Goodwill Letters

Chapter 9: Messages for Inquiries and Requests

Handling Routine Correspondence
Preparing Routine Communications
Inquiries and Requests
Replies to Inquiries and Requests
Form Replies to
Evaluating Your Writing

Chapter 10: Claim and Adjustment Messages

Claim Letters
Adjustment Letters

Chapter 11: Persuasive Messages

Persuasive Requests
Sales Letter
Other Types of Sales Letters

Chapter 12: Order, Credit, and Collection Messages

Sending Order Messages
Acknowledging Order Messages
Order Acknowledgement Letters
Credit Letters
Collection Messages

UNIT 4 Reports and Media Communication

Chapter 13: Developing Memos and Memo Reports

Internal Communications
Routine Memos
Memo Reports

Chapter 14: Creating Press Releases, Newsletters, and Letters to Public Officials Press Releases

Newsletters
Writing to Public Officials and the Media

Chapter 15: Constructing and Presenting Reports

Approaches to Writing
Organizational Patterns for Reports
Guidelines for Writing Reports
Letter Reports
Formal Reports
Parts of a Formal Report
Proposals
Using Visuals in a Presentation

Chapter 16: Preparing Meeting Communications

Types of
Meeting Notices
Meeting Agendas
Preparing Minutes

UNIT 5 Employment Communication

Chapter 17: Starting the Employment Process

Starting the Employment Process
Conducting a Job Search
Preparing a Résumé
Completing an Employment Application
Developing a Portfolio

Chapter 18: Selling Yourself to Employers

Preparing a Cover Letter
Guidelines for Writing an Effective Cover Letter
Interviewing
Guidelines for Follow-Up Letters
Resignation Letters

Appendix A: References

Appendix B: Dictation Techniques