Preface
Chapter 1 Communicating in Your Life
CASE 1 Sending the Wrong Message
Section 1.1 Communication Its Importance and Roles in Your Life
Section 1.2 Communication Responsibilities of Participants Forms and Barriers
Section 1.3 Electronic Communication
CASE SUMMARY
Chapter 2 Communicating in a Diverse Workplace
CASE 2 Succeeding in a Global Business Environment
Section 2.1 Cultural Differences at Home and Abroad
Section 2.2 Effective CrossCultural Communication
Section 2.3 Other Diversities in the Workplace
Section 2.4 Working Effectively in Teams
CASE SUMMARY
Chapter 3 Nonverbal Communication
CASE 3 Nonverbal Communication on the Job
Section 3.1 Nonverbal Communication A Key to Accurate Communication
Section 3.2 Listening An Important Interpersonal Skill
CASE SUMMARY
Chapter 4 The Writing Process
CASE 4 Sending Written Messages That Work
Section 4.1 Prewriting: Planning and Organizing Messages
Section 4.2 Drafting: Choosing Words
Section 4.3 Revising: Creating Concise Sentences and Complete Paragraphs
Section 4.4 Editing and Proofreading
Section 4.5 Publishing
CASE SUMMARY
Chapter 5 Writing Memos, E-mail, and Other Communications
CASE 5 Communicating Too Fast
Section 5.1 Uses of Internal Documents
Section 5.2 Formatting and Writing Effective Internal Documents
Section 5.3 Abuses of Internal Documents
Section 5.4 Meetings and Other Internal Communications
CASE SUMMARY
Chapter 6 Writing Letters to Your Clients and Customers
CASE 6 Maria's Reactions to Letters
Section 6.1 Selecting Order and Formatting Your Letters
Section 6.2 Writing Letters with a Neutral or Positive Message
Section 6.3 Writing Letters with a Negative Message
CASE SUMMARY
Chapter 7 Researching and Using Information
CASE 7 Asking the Right Questions
Section 7.1 Planning and Defining the Search
Section 7.2 Locating Sources of Information
Section 7.3 Organizing, Evaluating, and Using Information
CASE SUMMARY
Chapter 8 Developing and Using Graphic and Visual Aids
CASE 8 Improving the Progress Report
Section 8.1 Purposes and Placement of Graphic Aids
Section 8.2 Developing Graphic Aids
Section 8.3 Using Visual Aids for Oral Presentations
CASE SUMMARY
Chapter 9 Writing Routine Reports
CASE 9 Reports and Peter's New Job
Section 9.1 Planning Informal Reports
Section 9.2 Writing Informal Reports
CASE SUMMARY
Chapter 10 Writing Formal Reports
CASE 10 Writing Reports--A Major Function of a Business
Section 10.1 Writing Formal Reports
Section 10.2 Writing Specialized Reports
CASE SUMMARY
Chapter 11 Technical Communication
CASE 11 Streamlining Returns
Section 11.1 Writing to Instruct
Section 11.2 Writing to Describe
Section 11.3 Writing to Persuade
CASE SUMMARY
Chapter 12 Presentations and Meetinus
CASE 12 The Presentations and Meetings of Salu's Job
Section 12.1 Oral Presentations
Section 12.2 Effective Meetings
CASE SUMMARY
Chapter 13 Communicatino with Customers
CASE 13 Customer Service at a Minimum
Section 13.1 Customer Service
Section 13.2 One-on-One and Telephone Communication
CASE SUMMARY
Chapter 14 Employment Communication
CASE 14 Brad's ]oh Search
Section 14.1 Analyzing Yourself and the Market
Section 14.2 Writing Your Resume
CASE SUMMARY
Chapter 15 Job Application and Interviewing Skills
CASE 15 Getting a Job and Frustration
Section 15.l Writing a Letter of Application and Completing the Application Forms
Section 15.2 Interviewing Well and Writing the Follow-up Letter
CASE SUMMARY
Proofreaders' Marks
Appendix A Key Terms Glossary
Appendix B Technology Glossary
Appendix C Grammar and Mechanics
Appendix D Documenting Other Sources: Citation Styles
Appendix E Answers to Checkpoints
Index