Contents
Appreciation for Support About the Authors xxvii
xxiv
Unit 1: Communication Foundations
1
Chapter 1: Effective and Ethical Communication at Work
2
Zooming In: Led by Ambitious Indra Nooyi, PepsiCo Pushes Nutrition
3 3 5
Communication Skills and You Thriving as a Knowledge Worker in the Information Age Career Coach: Sharpening Your Skills for Critical Thinking, Problem Solving, and
Decision Making Trends Affecting You in Today’s Dynamic Workplace Understanding the Process of Communication Overcoming Interpersonal Communication Barriers Communicating in Business Organizations Improving the Flow of Information in Organizations
6 7 13 15 17 19
Zooming In: PepsiCo
Looking at Business and Ethics Examining Ethics in the Workplace
23 24 25
Zooming In: Applying Your Skills at PepsiCo
30
Summary of Learning Objectives Chapter Review Critical Thinking Activities Chat About It Video Resources Grammar and Mechanics C.L.U.E. Review 1
30 32 32 32 36 36 37
Chapter 2: Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills Zooming In: Teams Help FedEx Office Deliver Solutions
38
Becoming a Team Player in Professional Groups Preparing to Work With Groups and Teams
39 39 40
Plugged In: How to Form and Participate in Effective Virtual Teams
42
Ethical Insight: Ethical Responsibilities of Group Members and Leaders
46
Checklist: Developing Team Effectiveness
47
Zooming In: Teams Help FedEx Office Deliver Solutions Planning and Participating in Face-to-Face Workplace Meetings Using Effective Practices and Technologies in Virtual Meetings
48 48 53
Checklist: Planning and Participating in Productive Meetings
Listening in the Workplace
57 58
Career Coach: Listening to Nonnative Speakers in the Workplace
61
Checklist: Improving Listening
62 63
Communicating Through Nonverbal Messages xvi
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Career Coach: Perils of Casual Apparel in the Workplace
66
Checklist: Techniques for Improving Nonverbal Communication Skills in
the Workplace Developing a Competitive Edge With Professionalism and Business Etiquette Skills
67 68
Zooming In: Teams Help FedEx Office Deliver Solutions
70
Summary of Learning Objectives Chapter Review Critical Thinking Activities Video Resource Chat About It Grammar and Mechanics C.L.U.E. Review 2
70 71 72 72 76 76 77
Chapter 3: Intercultural Communication Zooming In: Costly Intercultural Lessons for World’s Largest Retailer
78
The Increasing Importance of Intercultural Communication
79 79
Plugged In: Greenland and Iceland: The Most Connected Countries in the World? Culture and Communication The Benefits of Intercultural Proficiency
82 83 87
Ethical Insight: Overcoming Prejudice: Negative Perceptions of Muslims in the United States
88
Zooming In: Wal-Mart in China
Effective Communication in Intercultural Settings Checklist: Improving Intercultural Proficiency and Communication
Ethics Across Cultures Advantages and Challenges of Workforce Diversity
89 90 95 95 99
Career Coach: He Said, She Said: Gender Talk and Gender Tension
101
Zooming In: Applying Your Skills at Wal-Mart
102
Summary of Learning Objectives Chapter Review Critical Thinking Activities Video Resource Chat About It Grammar and Mechanics C.L.U.E. Review 3
103 104 104 104 108 109 109
Unit 2: The Writing Process Chapter 4: Planning Business Messages Zooming In: Suze Orman Preaches Financial Freedom in Simple Language
Understanding the Writing Process for Business Messages Analyzing Your Purpose and Selecting Your Channel Anticipating the Audience Adapting to the Task and Audience Zooming In: Suze Orman
110 111 112 112 115 116 118
Writing in Teams
121 124
Checklist: Adapting a Message to Its Audience
126
Plugged In: Using Technology to Edit and Revise Collaborative Documents Adapting to Legal and Ethical Responsibilities
128 128
Zooming In: Applying Your Skills With Suze Orman
131
Summary of Learning Objectives Chapter Review
132 133
Contents
xvii
Copyright 2010 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.
Critical Thinking Writing Improvement Exercises Activities Video Resource Chat About It Grammar and Mechanics C.L.U.E. Review 4
Chapter 5: Organizing and Writing Business Messages Zooming In: Once the Height of Hip, Gap Struggles to Stop Sagging Sales
Gathering Information Through Research Organizing Ideas Zooming In: Gap Inc.
Composing the First Draft
133 133 134 135 135 136
137 138 138 143 147 147
Plugged In: Seven Ways Computers Can Help You Create Better Written
Messages, Oral Presentations, and Web Pages Creating Effective Sentences Drafting Powerful Paragraphs
148 148 153
Checklist: Composing Sentences and Paragraphs
155
Zooming In: Applying Your Skills at Gap Inc.
156
Summary of Learning Objectives Chapter Review Critical Thinking Writing Improvement Exercises Activities Video Resource Chat About It Grammar and Mechanics C.L.U.E. Review 5
156 157 157 158 159 161 161 161
Chapter 6: Revising Business Messages Zooming In: Taco Bell Tweaks Menu to Rebuild Customer Base
Applying Phase 3 of the Writing Process Revising for Conciseness Revising for Clarity Designing Documents for Readability Zooming In: Taco Bell
Proofreading Plugged In: Using Spell Checkers and Grammar/Style Checkers Wisely
Evaluating
163 163 164 167 170 172 173 175 176
Checklist: Proofreading, Revising, and Evaluating
177
Zooming In: Applying Your Skills at Taco Bell
178
Summary of Learning Objectives Chapter Review Critical Thinking Writing Improvement Exercises Activities Video Resource Chat About It Grammar and Mechanics C.L.U.E. Review 6
180 180 181 181 182 184 185 185
Unit 3: Workplace Communication Chapter 7: Electronic Messages and Digital Media Zooming In: Twitter: From Obscure Tech Fad to Internet Sensation
How Organizations Exchange Messages and Information xviii
162
186 187 188 188 Contents
Copyright 2010 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.
Preparing and Composing Professional E-Mail Messages
190
Checklist: Professional E-Mail
195 195
Using Instant Messaging and Texting Professionally Zooming In: Got Something to Tweet About at Work? Think Again.
Using Podcasts or Webcasts, Blogs, and Wikis for Business Plugged In: Cloud Computing
Negotiating Social and Professional Networking Sites Checklist: Using Electronic Media Professionally: Dos and Don’ts
200 200 201 206
Best Practices for Using Electronic Media Smartly, Safely, and Professionally
211 212
Zooming In: Twitter
212
Summary of Learning Objectives Chapter Review Critical Thinking Activities Video Resource Chat About It Grammar and Mechanics C.L.U.E. Review 7
213 214 214 214 218 218 218
Chapter 8: Positive Messages
219
Zooming In: Ben & Jerry’s Uses Positive Messages to Sweeten Relations
With Customers Successful Positive Messages Start With the Writing Process Positive Messages: E-Mails, Memos, and Letters Routine Request and Response Messages
220 220 223 227
Checklist: Writing Direct Requests and Responses
231 231 233 236
Instruction Messages Direct Claims Adjustments Checklist: Direct Claim and Adjustment Messages
239
Zooming In: Ben & Jerry’s
239 240
Goodwill Messages Checklist: Goodwill Messages
International Messages
242 243
Zooming In: Applying Your Skills at Ben & Jerry’s
244
Summary of Learning Objectives Chapter Review Critical Thinking Writing Improvement Exercises Activities Video Resource Chat About It Grammar and Mechanics C.L.U.E. Review 8
244 246 246 246 247 254 254 254
Chapter 9: Negative Messages Zooming In: Being Proactive Lessens Bad-News Nightmares at Southwest Airlines Conveying Negative News Effectively Examining Negative News Strategies Analyzing the Components of Effective Negative Messages Refusing Typical Requests Handling Bad News With Customers
256 257 257 261 263 268 268
Plugged In: Managing Negative News on Facebook, Twitter, and Other Web Sites
273
Zooming In: Southwest Airlines
277 277 281
Delivering Bad News Within Organizations Presenting Bad News in Other Cultures Contents
xix
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Checklist: Conveying Negative News
282
Zooming In: Applying Your Skills at Southwest Airlines
283
Summary of Learning Objectives Chapter Review Critical Thinking Writing Improvement Exercises Activities Video Resource Chat About It Grammar and Mechanics C.L.U.E. Review 9
283 285 285 285 286 293 293 293
Chapter 10: Persuasive and Sales Messages Zooming In: Hands on Miami
Understanding Persuasion and How to Use It Effectively and Ethically Blending Four Major Elements in Successful Persuasive Messages
295 295 299
Ethical Insight: What’s Fair in Persuasion? Avoiding Common Logical Fallacies
302
Zooming In: Hands on Miami
303 303
Requesting Favors and Actions, Making Claims, and Delivering Complaints Checklist: Requesting Favors and Actions, Making Claims, Delivering Complaints
Writing Persuasive Messages Within Organizations Checklist: Writing Persuasive Messages Within Organizations
307 307
Planning and Composing Effective Direct-Mail and E-mail Sales Messages
311 311
Ethical Insight: What’s Legal and What’s Not in Sales Messages
315
Checklist: Preparing Persuasive Direct-Mail and E-mail Sales Messages
Comparing Persuasion in High- and Low-Context Cultures Developing Persuasive Press Releases
318 318 321
Zooming In: Applying Your Skills at Hands on Miami
322
Summary of Learning Objectives Chapter Review Critical Thinking Activities Video Resources Chat About It Grammar and Mechanics C.L.U.E. Review 10
323 324 324 325 333 334 334
Unit 4: Reports, Proposals, and Presentations Chapter 11: Report and Research Basics
335 336
Zooming In: “Pawsengers” Enjoy Creature Comforts With Pet Airways Understanding Report Essentials Applying the 3-x-3 Writing Process to Reports
337 337 343
Zooming In: “Bone Voyage” on Pet Airways Gathering Information From Secondary Sources Gathering Information From Primary Sources
347 349 351
Plugged In: Staying on Top of Research Data
360 361 364
Documenting Information Creating Effective Visual Aids
xx
294
Ethical Insight: Making Ethical Charts and Graphics
369
Zooming In: Applying Your Skills at Pet Airways
370
Summary of Learning Objectives Chapter Review Critical Thinking
371 372 372
Contents
Copyright 2010 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.
Activities Chat About It Grammar and Mechanics C.L.U.E. Review 11
Chapter 12: Informal Business Reports Zooming In: Starbucks Perks Up: Recapturing the Soul of the Coffeehouse
373 377 378
379
Interpreting Data Drawing Conclusions and Making Recommendations Organizing Data Writing Short Informational Reports
380 380 386 389 394
Career Coach: The Top Ten Tips for Designing Better Documents
396
Checklist: Writing Informational Reports
399
Zooming In: Starbucks Perks Up: Recapturing the Soul of the Coffeehouse
Preparing Short Analytical Reports
401 401
Checklist: Writing Analytical Reports
412
Zooming In: Applying Your Skills at Starbucks
412
Summary of Learning Objectives Chapter Review Critical Thinking Activities Self-Contained Report Activities Chat About It Grammar and Mechanics C.L.U.E. Review 12
413 414 414 414 418 423 423
Chapter 13: Proposals, Business Plans, and Formal Business Reports Zooming In: Writing Winning Proposals at Raytheon
424
Preparing Informal Proposals Preparing Formal Proposals
425 425 430
Checklist: Writing Proposals
431
Zooming In: Writing Winning Proposals at Raytheon
431 432 433
Creating Effective Business Plans Writing Formal Business Reports Checklist: Preparing Formal Business Reports
449
Zooming In: Applying Your Skills at Raytheon
450
Summary of Learning Objectives Chapter Review Critical Thinking Activities Chat About It Grammar and Mechanics C.L.U.E. Review 13
450 451 451 451 455 455
Chapter 14: Business Presentations Zooming In: Apple’s Steve Jobs and His Keynotes
Preparing Effective Oral Presentations Organizing the Content for a Powerful Impact Career Coach: The 10/20/30 Rule of PowerPoint
Building Audience Rapport Like a Pro Planning Visual Aids and Multimedia Presentations Designing an Impressive Multimedia Presentation Zooming In: Apple Computer
456 457 457 458 460 463 465 466
Analyzing an Effective Presentation Polishing Your Delivery and Following Up
467 473 476
Career Coach: How to Avoid Stage Fright
477
Contents
xxi
Copyright 2010 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.
Organizing Team-Based Written and Oral Presentations Adapting Presentations to Intercultural Audiences
479 481
Checklist: Preparing and Organizing Oral Presentations
Improving Telephone and Voice Mail Skills
482 483
Zooming In: Applying Your Skills at Apple Computer
485
Summary of Learning Objectives Chapter Review Critical Thinking Activities Video Resource Chat About It Grammar and Mechanics C.L.U.E. Review 14
486 487 487 488 491 492 492
Unit 5: Employment Communication Chapter 15: The Job Search, Résumés, and Cover Letters
493 494
Zooming In: Career and Workplace Expert Liz Ryan Helps Job Seekers
Be Competitive Preparing for a Successful Job Search Conducting a Successful Job Search
495 495 498
Career Coach: Network Your Way to a Job in the Hidden Market
502 503 504
Creating a Customized Résumé Organizing Your Information Into Effective Résumé Categories Zooming In: Career and Workplace Expert Liz Ryan Helps Job Seekers
Be Competitive Optimizing Your Résumé for Today’s Technologies Applying the Final Touches to Your Résumé Checklist: Preparing for Employment and Submitting a Customized Résumé
522
Ethical Insight: Are Inflated Résumés Worth the Risk?
523 524
Creating a Customized, Persuasive Cover Letter Checklist: Preparing and Sending a Customized Cover Letter
530
Zooming In: Applying Your Skills With Liz Ryan
530
Summary of Learning Objectives Chapter Review Critical Thinking Activities Video Resource Chat About It Grammar and Mechanics C.L.U.E. Review 15
531 531 532 532 534 534 535
Chapter 16: Interviewing and Following Up Zooming In: Googling for Jobs
The Job Interview: Understanding Its Importance, Purposes, and Types Before the Interview Traveling to and Arriving at Your Interview Career Coach: Fighting Fear During Your Job Interview
During the Interview Answering Typical Interview Questions
xxii
510 516 520
536 537 537 540 544 544 545 546
Zooming In: Googling for Jobs
548
Career Coach: Let’s Talk Money: Salary Negotiation Dos and Don’ts
Closing the Interview After the Interview
550 553 554
Checklist: Performing Effectively Before, During, and After a Job Interview
556 Contents
Copyright 2010 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.
Other Employment Documents and Follow-Up Messages
557
Zooming In: Applying Your Skills at Google
560
Summary of Learning Objectives Chapter Review Critical Thinking Activities Video Resource Chat About It Grammar and Mechanics C.L.U.E. Review 16
560 562 562 562 565 565 565
Appendixes Appendix A: Grammar and Mechanics Guide Appendix B: Document Format Guide Appendix C: Documentation Guide Appendix D: Correction Symbols
A-1 B-1 C-1 D-1
End Matter Key to Grammar and Mechanics C.L.U.E. Exercises Glossary (Available online only at www.meguffey.com) Notes Acknowledgments Index
Contents
Key-1 N-1 ACK-1 I-1
xxiii
Copyright 2010 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.