Business communication today:
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Upper Saddle River, NJ
Prentice Hall
2000
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| Ausgabe: | 6. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Getr. Zähl. |
| ISBN: | 0130845132 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1804138163757645824 |
|---|---|
| adam_text | CONTENTS IN BRIEF
Preface xv
PART I FOUNDATIONS OF BUSINESS COMMUNICATION 1
Chapter 1: Understanding Business Communication 2
Chapter 2: Listening, Working in Teams, and Understanding Nonverbal Communication 34
Chapter 3: Communicating Interculturally 60
PART 2 THE WRITING PROCESS 89
Chapter 4: Planning Audience-Centered Business Messages 90
Chapter 5: Organizing and Composing Audience-Centered Business Messages 122
Chapter 6: Revising Audience-Centered Business Messages 162
PART 3 LETTERS, MEMOS, E-MAIL, AND OTHER BRIEF MESSAGES 197
Chapter 7: Writing Routine, Good-News, and Goodwill Messages 198
Chapter 8: Writing Bad-News Messages 244
Chapter 9: Writing Persuasive Messages 286
PART 4 INFORMATION AND TECHNOLOGY 335
Chapter 10: Communicating Information through the Internet and Other Technologies 336
Chapter 11: Finding, Evaluating, and Processing Information 366
Chapter 12: Communicating Information through Graphs and Other Visuals 398
PART 5 REPORTS AND ORAL PRESENTATIONS 437
Chapter 13: Communicating through Reports 438
Chapter 14: Planning, Organizing, and Writing Reports and Proposals 468
Chapter 15: Completing Formal Reports and Proposals 510
Chapter 16: Giving Speeches and Oral Presentations 560
PART 6 EMPLOYMENT MESSAGES 587
Chapter 17: Writing Resumes and Application Letters 588
Chapter 18: Interviewing for Employment and Following Up 626
PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION 659
Component Chapter A: Format and Layout of Business Documents 660
Component Chapter B: Documentation of Report Sources 686
Appendix I: Fundamentals of Grammar and Usage A-l
Appendix II: Correction Symbols A-19
References R-l
Acknowledgments AC-1
Organization/Company/Brand Index I-1
Subject Index 1-4
CONTENTS
Preface xv
PARTI: FOUNDATIONS OF BUSINESS COMMUNICATION 1
Chapter 1: Understanding Business Communication 2 OMMUNICATION CLOSE-UP AT METAMORPHOSIS STUDIOS 2
Communication, Business, and You 4
The Basic Forms of Communication 4
Nonverbal Communication 4 • Verbal Communication 5
Functions and Forms of Organizational Communication 7
Internal Communication 7 • External Communication 11
The Process of Communication 15
Communication Barriers 17
Communication Barriers between People 17 • Communication Barriers within Organizations 19
How to Overcome Barriers and Improve Communication 21
Fostering an Open Communication Climate 21 • Committing to Ethical Communication 23 •
Understanding the Difficulties Involved in Intercultural Communication 25 • Adopting an
Audience-Centered Approach to Communication 25 • Using Technology Wisely and Responsibly to
Obtain and Share Information 26 • Creating and Processing Your Messages Effectively and Efficiently 27
OMMUNICATION CHALLENGES AT METAMORPHOSIS STUDIOS 30
Summary of Learning Objectives 31
Critical Thinking Questions 31
Document for Analysis 31
Exercises 32
Sharpening Your Skills
PSSST! I Heard It through the Grapevine 11
Focusing on Ethics
Ethical Boundaries: Where Would You Draw the Line? 24
Chapter 2: Listening, Working in Teams, and Understanding
Nonverbal Communication 34 t OMMUNICATION CLOSE-UP AT 3M 34
Understanding the Importance of Nonverbal Communication 36
The Types of Nonverbal Communication 36 • How to Improve Your Communication Skills 39
Improving Your Oral Communication Skills 39
Speaking 40 • Listening 41 • Giving Feedback 45
Working in Teams and Small Groups 45
Understanding Group Dynamics 46 • Writing in Teams 50
Making Your Meetings More Productive 51
Arranging the Meeting 52 • Getting Everyone Involved 53
Handling Difficult Interpersonal Situations 54
Resolving Conflict 55 • Overcoming Resistance 56
€ OMMUNICATION CHALLENGES AT 3M 57
vi Contents
Summary of Learning Objectives 57
Critical Thinking Questions 58
Exercises 58
Communicating across Cultures
Actions Speak Louder Than Words All around the World 38
Keeping Pace with Technology
Electronic Meetings: Work Together—Wherever You Are—to Get the Results You Want 49
Chapter 3: Communicating Interculturally 60
OMMUNICATION CLOSE-UP AT SHERATON HOTELS HAWAII 60
The Importance of Intercultural Business Communication 62
Understanding Culture and Cultural Differences 62
Recognizing Cultural Differences 64 • Dealing with Language Barriers 71 • Dealing with Ethnocentric
Reactions 73
Tips for Communicating with People from Other Cultures 73
Learning about a Culture 75 • Developing Intercultural Communication Skills 77 • Negotiating across
Cultures 78 • Handling Written Communication 80 • Handling Oral Communication 83
OMMUNICATION CHALLENGES AT SHERATON HOTELS HAWAII 84
Summary of Learning Objectives 84
Critical Thinking Questions 84
Exercises 85
Communicating across Cultures
Test Your Intercultural Knowledge 66
Communicating across Cultures
Should Companies Stress English Only on the Job? 74
Part 1 A Case for Critical Thinking
Pillsbury s Recipe for Candid Talk 86
PART 2: THE WRITING PROCESS 89
Chapter 4: Planning Audience-Centered Business Messages 90 OMMUNICATION CLOSE-UP AT GENERAL MILLS 90
Understanding the Composition Process 91
Step 1: Defining Your Purpose 93
Common Purposes of Business Messages 93 • How to Test Your Purpose 94
Step 2: Analyzing Your Audience and Adapting Your Message 95
Develop Your Audience s Profile 95 • Satisfy Your Audience s Informational Needs 98 • Satisfy Your
Audience s Motivational and Practical Needs 100 • Establish a Good Relationship with Your Audience 102
Step 3: Selecting the Appropriate Channel and Medium 111
Oral Communication Media 113 • Written Communication Media 114 • Electronic Communication Media 115
OMMUNICATION CHALLENGES AT GENERAL MILLS 118
Summary of Learning Objectives 118
Critical Thinking Questions 118
Document for Analysis 119
Exercises 119
Sharpening Your Skills
Send Me a Memo on It; or Better Yet, Don t 94
Focusing on Ethics
Doublespeak: Why No One Knows What Anyone s Saying Anymore 105
Contents vii
Chapter 5: Organizing and Composing Audience-Centered Business Messages 122 OMMUNICATION CLOSE-UP AT COMMUNITY HEALTH GROUP 122
Step 4: Organizing Your Message 124
What Good Organization Means 124 • Why Good Organization Is Important 126 • How Good
Organization Is Achieved 128
Step 5: Composing Your Message 139
Controlling Your Style and Tone 139 • Selecting the Best Words 143 • Creating Effective
Sentences 147 • Developing Coherent Paragraphs 151 • Shaping Your E-Mail Messages 155
OMMUNICATION CHALLENGES AT COMMUNITY HEALTH GROUP 158
Summary of Learning Obj ectives 158
Critical Thinking Questions 158
Document for Analysis 158
Exercises 159
Sharpening Your Skills
Overcoming Your Fear of the Blank Page 130
Sharpening Your Skills
Use Plain English, Please! 144
Chapter 6: Revising Audience-Centered Messages 162
OMMUNICATION CLOSE-UP AT TURNER BROADCASTING SYSTEM 162
Step 6: Editing and Rewriting Your Message 164
Evaluating Your Content and Organization 164 • Reviewing Your Style and Readability 165 • Rewriting
Your Message 168 • Writing in Groups and Critiquing the Writing of Another 174
Step 7: Producing and Proofreading Your Message 177
Using Technology to Compose and Revise Your Message 177 • Using Technology to Design Your
Message 184 • Using Technology to Distribute Your Message 189
OMMUNICATION CHALLENGES AT TURNER BROADCASTING SYSTEM 190
Summary of Learning Objectives 190
Critical Thinking Questions 190
Documents for Analysis 191
Exercises 191
Sharpening Your Skills
How to Proofread Like a Pro: Tips for Creating the Perfect Document 178
Keeping Pace with Technology
From Digits to Dust 180
Part 2 A Case for Critical Thinking
Caution! E-Mail Can Bite 193
PART 3: LETTERS, MEMOS, E-MAIL, AND OTHER BRIEF MESSAGES 197
Chapter 7: Writing Routine, Good-News, and Goodwill Messages 198 OMMUNICATION CLOSE-UP AT THE NATURE COMPANY 198
Strategies for Routine Requests and Positive Messages 200
Routine Requests 201 • Positive Messages 203
Orders 205
Placing Orders 206 • Acknowledging Orders 207
viii Contents
Routine Requests for Information and Action 208
Requests to Company Insiders 208 • Requests to Other Businesses, Customers, and Other
Outsiders 210 • Replies to Requests for Information and Action 210
Routine Messages Involving Claims and Adjustments 211
Direct Requests for Claims and Adjustments 212 • Favorable Responses to Claims and Adjustment
Requests 213
Routine Credit Requests and Approvals 217
Making Routine Credit Requests 217 • Approving Routine Credit Requests 218
Inquiries about People and Positive Responses 219
Recommendation and Reference Requests 220 • Letters Responding to a Recommendation Request 220
Good News and Goodwill Messages 222
Good News about Employment 224 • Good News about Products and Operations 225 •
Goodwill Messages 226
Directives and Instructions 230
OMMUNICATION CHALLENGES AT THE NATURE COMPANY 232
Summary of Learning Objectives 232
Critical Thinking Questions 233
Documents for Analysis 233
Exercises 234
Communicating across Cultures
How Direct Is Too Direct? 200
Focusing on Ethics
Recommendation Letters: What s Right to Write? 224
Chapter 8: Writing Bad-News Messages 244
OMMUNICATION CLOSE-UP AT OLMEC TOYS 244
Strategies for Organizing Bad-News Messages 246
Creating an Audience-Centered Tone 247 • Choosing an Organizational Approach 247 • Using the Indirect
Plan 248 • Using the Direct Plan 252
Communicating Negative Answers and Information 254
Providing Bad News about Products 255 • Denying Cooperation with Routine Requests 256 • Declining
Invitations and Requests for Favors 257
Delivering Bad News to Customers 257
Conveying Bad News about Orders 257 • Refusing Adjustment for Claims and Complaints 259 • Refusing to
Extend Credit 262
Conveying Unfavorable News about People 263
Refusing to Write Recommendation Letters 264 • Rejecting Job Applications 265 • Giving Negative
Performance Reviews 266 • Terminating Employment 269
Handling Bad News about Company Operations or Performance 269
OMMUNICATION CHALLENGES AT OLMEC TOYS 271
Summary of Learning Objectives 271
Critical Thinking Questions 272
Documents for Analysis 272
Exercises 273
Communicating across Cultures
Good Ways to Send Bad News around the World 254
Sharpening Your Skills
How to Take the Sting out of Criticism and Foster Goodwill 268
Contents ix
Chapter 9: Writing Persuasive Messages 286
OMMUNICATION CLOSE-UP AT AT T S LANGUAGE LINE SERVICES 286
Planning Persuasive Messages 288
Analyzing Your Audience 288 • Considering Cultural Differences 289 • Choosing an Organizational
Approach 290
Developing Your Persuasive Messages 290
Establishing Your Credibility 292 • Framing Your Arguments 293 • Choosing Your Appeal 295 •
Reinforcing Your Position 297 • Dealing with Resistance 299
Writing Persuasive Requests 300
Persuasive Requests for Action 300 • Persuasive Claims and Requests for Adjustments 301
Writing Sales and Fundraising Messages 305
Planning Your Sales Message 305 • Organizing and Composing Your Sales Messages 309 • Planning
Fundraising Messages 312
Writing Collection Messages 315
Notification and Reminder 317 • Inquiry 319 • Urgent Notice 319 • Ultimatum 319
OMMUNICATION CHALLENGES AT AT T S LANGUAGE LINE SERVICES 320
Summary of Learning Objectives 321
Critical Thinking Questions 321
Documents for Analysis 321
Exercises 322
Focusing on Ethics
Does Some Direct Mail Contain Deliberately Deceptive Copy? 298
Keeping Pace with Technology
Canning Spam 314
Part 3 A Case for Critical Thinking
How Boeing Blew It—Almost 333
PART 4: INFORMATION AND TECHNOLOGY 335
Chapter 10: Communicating Information through the Internet and
Other Technologies 336
OMMUNICATION CLOSE-UP AT SGI 336
Communicating in the Information Age 338
Understanding the Internet 339
What You Can Do on the Internet 340 • How Businesses Are Using the Internet to Communicate 348
Exploring Innovations in Other Communication Technologies 352
Telephone Systems 353 • Voice Mail and Speech-Recognition Software 354
Handling Communication Challenges in the Information Age 356
Information Overload 356 • Data Security 356 • Information Privacy and Employee Productivity 359
Preparing Companies for the Nest Information Revolution 360
OMMUNICATION CHALLENGES AT SGI 361
Summary of Learning Objectives 361
Critical Thinking Questions 362
Exercises 362
Keeping Pace with Technology
E-Mail Etiquette: Minding Your Manners Online 342
Keeping Pace with Technology
Create a Winning Web Site 350
x Contents
Chapter 11: Finding, Evaluating, and Processing Information 366
OMMUNICATION CLOSE-UP AT GOSH ENTERPRISES 366
Organizing the Research Process 368
Step 1: Identifying the Right Questions 368
Gathering Preliminary Information 368 • Developing Subquestions and Outlining Your Approach 370
Step 2: Finding and Accessing Information 371
Secondary Information 372 • Primary Information 379
Step 3: Evaluating and Finalizing Your Sources 384
Step 4: Processing Information 386
Reading the Material and Taking Notes 387 • Quoting and Paraphrasing 387 • Documenting Sources and
Giving Credit 389
Step 5: Analyzing and Interpreting Data 390
Step 6: Presenting Your Findings 392
OMMUNICATION CHALLENGES AT GOSH ENTERPRISES 392
Summary of Learning Objectives 393
Critical Thinking Questions 393
Exercises 393
Focusing on Ethics
The Tangled Web of Internet Copyrights 375
Focusing on Ethics
How to Avoid Plagiarizing 390
Chapter 12: Communicating Information through Graphs and Other Visuals 398 OMMUNICATION CLOSE-UP AT BLACK ENTERTAINMENT TELEVISION 398
Planning Visual Aids 399
Why Business Professionals Use Visual Aids 400 • The Process of Visualizing Information 400
Selecting the Right Graphic for the Job 402
Tables 403 • Line and Surface Charts 404 • Bar Charts, Pictograms, and Gantt Charts 405 •
Pie Charts 410 • Flowcharts and Organization Charts 410 • Maps 411 • Drawings, Diagrams,
and Photographs 411
Designing and Producing Graphics for Reports 413
Creating Graphics with Computers 413 • Understanding the Art of Graphic Design 416 • Fitting Graphics
into the Text 418 • Checking over the Visual Aids 419
Designing and Producing Visuals for Oral Presentations 422
Types of Presentation Visuals 424 • How to Build an Electronic Presentation 425 • Tips for Designing
Effective Presentation Visuals 428
OMMUNICATION CHALLENGES AT BLACK ENTERTAINMENT TELEVISION 429
Summary of Learning Objectives 429
Critical Thinking Questions 430
Documents for Analysis 430
Exercises 431
Keeping Pace with Technology
Creating Colorful Visual Aids with Computers for Maximum Clarity and Impact 414
Focusing on Ethics
Visual Aids that Lie: The Use and Abuse of Charts and Graphs 422
Part 4 A Case for Critical Thinking
Yahoo! The Little Search Engine That Could 433
Contents xi
PART 5: REPORTS AND ORAL PRESENTATIONS 437
Chapter 13: Communicating through Reports 438
OMMUNICATION CLOSE-UP AT NARADA PRODUCTIONS 438
Why Businesses Need Reports 440
How Companies Use Reports 440 • How Business Reports Are Classified 440
Informational Reports 442
Reports for Monitoring and Controlling Operations 442 • Reports for Implementing Policies and Procedures 446 •
Reports for Complying with Government Regulations 449 • Reports for Documenting Progress 451
Analytical Reports 454
Problem-Solving Reports 454 • Justification Reports 456 • Proposals for Obtaining New Business or
Funding 456
Summary Reports 462
How Electronic Technology Affects Business Reports 463
OMMUNICATION CHALLENGES AT NARADA PRODUCTIONS 465
Summary of Learning Objectives 465
Critical Thinking Questions 466
Exercises 466
Sharpening Your Skills
Seven Errors in Logic That Can Undermine Your Reports 455
Keeping Pace with Technology
Gain the Competitive Edge with Online Reporting 463
Chapter 14: Planning, Organizing, and Writing Reports and Proposals 468
C OMMUNICATION CLOSE-UP AT THE SAN DIEGO WILD ANIMAL PARK 468
Step 1: Planning Reports and Proposals 470
Defining the Problem 470 • Developing the Statement of Purpose 472 • Preparing the Work
Plan 473 • Collecting, Analyzing, and Interpreting Data 475
Step 2: Organizing Reports and Proposals 477
Meeting Your Audience s Needs 478 • Choosing the Direct or Indirect Approach 479 • Deciding on
Format and Length 480 • Structuring Informational Reports 482 • Structuring Analytical
Reports 483 • Preparing the Final Outline 494
Step 3: Writing Reports and Proposals 495
Choosing the Proper Degree of Formality 495 • Establishing a Time Perspective 496 • Helping Readers
Find Their Way 496
OMMUNICATION CHALLENGES AT THE SAN DIEGO WILD ANIMAL PARK 501
Summary of Learning Objectives 502
Critical Thinking Questions 502
Exercises 502
Focusing on Ethics
Do You Make These Costly Mistakes When Writing Business Reports? 478
Sharpening Your Skills
Writing Headings That Spark Reader Interest 498
xii Contents
Chapter 15: Completing Formal Reports and Proposals 510
OMMUNICATION CLOSE-UP AT CORPORATE DYNAMICS 510
Report Production 512
Components of a Formal Report 513
Prefatory Parts 514 • Text of the Report 517 • Supplementary Parts 520
Components of a Formal Proposal 521
Prefatory Parts 522 • Text of the Proposal 522
OMMUNICATION CHALLENGES AT CORPORATE DYNAMICS 545
Summary of Learning Objectives 545
Critical Thinking Questions 545
Sharpening Your Skills
In-Depth Critique: Analyzing a Formal Report 526
Chapter 16: Giving Speeches and Oral Presentations 560
OMMUNICATION CLOSE-UP AT ANDERSON BUSINESS RESOURCES 560
Speaking and Presenting in a Business Environment 561
Step 1: Preparing to Speak 562
Defining Your Purpose 562 • Analyzing Your Audience 563 • Planning Your Speech or Pressentation 564
Step 2: Developing Your Speech or Presentation 570
The Introduction 570 • Body 572 • The Close 573 • The Question-and-Answer Period 575
Step 3: Mastering the Art of Delivery 576
Getting Ready to Give Your Presentation 576 • Overcoming Anxiety 577 • Using Visual Aids
Effectively 579 • Handling Questions 580
OMMUNICATION CHALLENGES AT ANDERSON BUSINESS RESOURCES 582
Summary of Learning Objectives 583
Critical Thinking Questions 583
Exercises 583
Sharpening Your Skills
Tired of Being Ignored? Five Ways Guaranteed to Get Attention and Keep It 572
Sharpening Your Skills
Nerves Are Normal 578
Part 5 A Case for Critical Thinking
Duplicating Success at Kinko s 585
PART 6: EMPLOYMENT MESSAGES 587
Chapter 17: Writing Resumes and Application Letters 588
OMMUNICATION CLOSE-UP AT RECREATIONAL EQUIPMENT INCORPORATED (REI) 588
Thinking About Your Career 590
What Do You Have to Offer? 590 • What Do You Want to Do? 590 • How Do You Build Toward a
Career? 591
Seeking Employment Opportunities and Information 592
Sources of Employment Information 593 • Employer Recruiting Practices 594
Writing Your Resume 597
Controlling the Format and Style 597 • Tailoring the Contents 599 • Choosing the Best
Organizational Plan 604 • Adapting Your Resume to an Electronic Format 608 • Writing the Perfect
Resume 611
Contents xiii
Writing Application Messages 612
Adopting the AIDA Approach 614 • Writing the Perfect Application Letter 617
Writing Other Types of Employment Messages 617
Writing Job-Inquiry Letters 617 • Filling Out Application Forms 617 • Writing Application
Follow-Ups 620
COMMUNICATION CHALLENGES AT RECREATION EQUIPMENT INCORPORATED (REI) 621
Summary of Learning Objectives 622
Critical Thinking Questions 622
Documents for Analysis 622
Exercises 623
Keeping Pace with Technology
High-Tech Job Hunting: The Secrets of Finding Employment on the World Wide Web 595
Focusing on Ethics
Warning: Deceptive Resumes Can Backfire 602
Chapter 18: Interviewing for Employment and Following Up 626
OMMUNICATION CLOSE-UP AT MICROSOFT 626
Understanding the Interviewing Process 628
The Typical Sequence of Interviews 629 • Types of Interview 631 • What Employers
Look For 632 • Preemployment Testing 634
Preparing for a Job Interview 634
Do Some Basic Research 635 • Think Ahead about Questions 637 • Bolster Your
Confidence 639 • Polish Your Interview Style 640 • Plan to Look Good 641 • Be Ready
When You Arrive 642
Interviewing for Success 643
The Warm-Up 644 • The Question-and-Answer Stage 644 • The Close 646
Following Up After the Interview 648
Thank-You Letter 648 • Letter of Inquiry 649 • Request for a Time Extension 650 • Letter of
Acceptance 650 • Letter Declining a Job Offer 651 • Letter of Resignation 651
OMMUNICATION CHALLENGES AT MICROSOFT 653
Summary of Learning Objectives 653
Critical Thinking Questions 653
Document for Analysis 654
Exercises 654
Sharpening Your Skills
How to Check References—and Avoid Legal Traps 635
Sharpening Your Skills
Sixteen Tough Interview Questions: What to Say When You re Stopped in Your Tracks 638
Part 6 A Case for Critical Thinking
Games Recruiters Play 656
PART 7: SPECIAL TOPICS IN BUSINESS COMMUNICATION 659
Component Chapter A; Format and Layout of Business Documents 660 First Impressions 660
Paper 660 • Customization 660 • Appearance 661
Letters 661
Standard Letter Parts 661 • Additional Letter Parts 667 • Letter Formats 670
xiv Contents
Envelopes 674
Addressing the Envelope 674 • Folding to Fit 676 • International Mail 676
Memos 677
E-Mail 678
Header 678 • Body 680
Time-Saving Messages 680
Reports 682
Margins 682 • Headings 682 • Spacing and Indentions 682 • Page Numbers 682
Meeting Documents 683
Component Chapter B: Documentation of Report Sources 686
Chicago Style 686
In-Text Citation—Chicago Style 687 • Bibliography—Chicago Style 687
APA Style 688
In-Text Citation—APA Style 689 • List of References—APA Style 690
MLA Style 692
In-Text Citation—MLA Style 692 • List of Works Cited—MLA Style 692
Appendix I: Fundamentals of Grammar and Usage A-l
1.0 Grammar A-l
1.1 Nouns A-l • 1.2 Pronouns A-2 • 1.3 Verbs A-4 • 1.4 Adjectives A-6 • 1.5 Adverbs A-7
1.6 Other Parts of Speech A-7 • 1.7 Sentences A-7
2.0 Punctuation A-ll
2.1 Periods A-ll • 2.2 Question Marks A-ll • 2.3 Exclamation Point A-ll • 2.4 Semicolons
A-ll • 2.5 Colons A-ll • 2.6 Commas A-ll • 2.7 Dashes A-12 • 2.8 Hyphens A-13 •
2.9 Apostrophes A-13 • 2.10 Quotation Marks A-13 • 2.11 Parentheses A-13 • 2.12 Ellipses A-14
• 2.13 Underscores and Italics A-14
3.0 Mechanics A-14
3.1 Capitals A-14 • 3.2 Abbreviations A-14 • 3.3 Numbers A-15 • 3.4 Word Division A-15
4.0 Vocabulary A-15
4.1 Frequently Confused Words A-15 • 4.2 Frequently Misused Words A-17 • 4.3 Frequently Misspelled
Words A-17 • 4.4 Transitional Words and Phrases A-18
Appendix II: Correction Symbols A-19
Grammar, Usage, and Mechanics A-20
Proofreading Marks A-21
References R-l
Acknowledgments AC-1
Organization/Company/Brand Index 1-1
Subject Index 1-4
|
| adam_txt |
CONTENTS IN BRIEF
Preface xv
PART I FOUNDATIONS OF BUSINESS COMMUNICATION 1
Chapter 1: Understanding Business Communication 2
Chapter 2: Listening, Working in Teams, and Understanding Nonverbal Communication 34
Chapter 3: Communicating Interculturally 60
PART 2 THE WRITING PROCESS 89
Chapter 4: Planning Audience-Centered Business Messages 90
Chapter 5: Organizing and Composing Audience-Centered Business Messages 122
Chapter 6: Revising Audience-Centered Business Messages 162
PART 3 LETTERS, MEMOS, E-MAIL, AND OTHER BRIEF MESSAGES 197
Chapter 7: Writing Routine, Good-News, and Goodwill Messages 198
Chapter 8: Writing Bad-News Messages 244
Chapter 9: Writing Persuasive Messages 286
PART 4 INFORMATION AND TECHNOLOGY 335
Chapter 10: Communicating Information through the Internet and Other Technologies 336
Chapter 11: Finding, Evaluating, and Processing Information 366
Chapter 12: Communicating Information through Graphs and Other Visuals 398
PART 5 REPORTS AND ORAL PRESENTATIONS 437
Chapter 13: Communicating through Reports 438
Chapter 14: Planning, Organizing, and Writing Reports and Proposals 468
Chapter 15: Completing Formal Reports and Proposals 510
Chapter 16: Giving Speeches and Oral Presentations 560
PART 6 EMPLOYMENT MESSAGES 587
Chapter 17: Writing Resumes and Application Letters 588
Chapter 18: Interviewing for Employment and Following Up 626
PART 7 SPECIAL TOPICS IN BUSINESS COMMUNICATION 659
Component Chapter A: Format and Layout of Business Documents 660
Component Chapter B: Documentation of Report Sources 686
Appendix I: Fundamentals of Grammar and Usage A-l
Appendix II: Correction Symbols A-19
References R-l
Acknowledgments AC-1
Organization/Company/Brand Index I-1
Subject Index 1-4
CONTENTS
Preface xv
PARTI: FOUNDATIONS OF BUSINESS COMMUNICATION 1
Chapter 1: Understanding Business Communication 2 OMMUNICATION CLOSE-UP AT METAMORPHOSIS STUDIOS 2
Communication, Business, and You 4
The Basic Forms of Communication 4
Nonverbal Communication 4 • Verbal Communication 5
Functions and Forms of Organizational Communication 7
Internal Communication 7 • External Communication 11
The Process of Communication 15
Communication Barriers 17
Communication Barriers between People 17 • Communication Barriers within Organizations 19
How to Overcome Barriers and Improve Communication 21
Fostering an Open Communication Climate 21 • Committing to Ethical Communication 23 •
Understanding the Difficulties Involved in Intercultural Communication 25 • Adopting an
Audience-Centered Approach to Communication 25 • Using Technology Wisely and Responsibly to
Obtain and Share Information 26 • Creating and Processing Your Messages Effectively and Efficiently 27
OMMUNICATION CHALLENGES AT METAMORPHOSIS STUDIOS 30
Summary of Learning Objectives 31
Critical Thinking Questions 31
Document for Analysis 31
Exercises 32
Sharpening Your Skills
PSSST! I Heard It through the Grapevine 11
Focusing on Ethics
Ethical Boundaries: Where Would You Draw the Line? 24
Chapter 2: Listening, Working in Teams, and Understanding
Nonverbal Communication 34 t OMMUNICATION CLOSE-UP AT 3M 34
Understanding the Importance of Nonverbal Communication 36
The Types of Nonverbal Communication 36 • How to Improve Your Communication Skills 39
Improving Your Oral Communication Skills 39
Speaking 40 • Listening 41 • Giving Feedback 45
Working in Teams and Small Groups 45
Understanding Group Dynamics 46 • Writing in Teams 50
Making Your Meetings More Productive 51
Arranging the Meeting 52 • Getting Everyone Involved 53
Handling Difficult Interpersonal Situations 54
Resolving Conflict 55 • Overcoming Resistance 56
€ OMMUNICATION CHALLENGES AT 3M 57
vi Contents
Summary of Learning Objectives 57
Critical Thinking Questions 58
Exercises 58
Communicating across Cultures
Actions Speak Louder Than Words All around the World 38
Keeping Pace with Technology
Electronic Meetings: Work Together—Wherever You Are—to Get the Results You Want 49
Chapter 3: Communicating Interculturally 60
OMMUNICATION CLOSE-UP AT SHERATON HOTELS HAWAII 60
The Importance of Intercultural Business Communication 62
Understanding Culture and Cultural Differences 62
Recognizing Cultural Differences 64 • Dealing with Language Barriers 71 • Dealing with Ethnocentric
Reactions 73
Tips for Communicating with People from Other Cultures 73
Learning about a Culture 75 • Developing Intercultural Communication Skills 77 • Negotiating across
Cultures 78 • Handling Written Communication 80 • Handling Oral Communication 83
OMMUNICATION CHALLENGES AT SHERATON HOTELS HAWAII 84
Summary of Learning Objectives 84
Critical Thinking Questions 84
Exercises 85
Communicating across Cultures
Test Your Intercultural Knowledge 66
Communicating across Cultures
Should Companies Stress English Only on the Job? 74
Part 1 A Case for Critical Thinking
Pillsbury 's Recipe for Candid Talk 86
PART 2: THE WRITING PROCESS 89
Chapter 4: Planning Audience-Centered Business Messages 90 OMMUNICATION CLOSE-UP AT GENERAL MILLS 90
Understanding the Composition Process 91
Step 1: Defining Your Purpose 93
Common Purposes of Business Messages 93 • How to Test Your Purpose 94
Step 2: Analyzing Your Audience and Adapting Your Message 95
Develop Your Audience's Profile 95 • Satisfy Your Audience's Informational Needs 98 • Satisfy Your
Audience's Motivational and Practical Needs 100 • Establish a Good Relationship with Your Audience 102
Step 3: Selecting the Appropriate Channel and Medium 111
Oral Communication Media 113 • Written Communication Media 114 • Electronic Communication Media 115
OMMUNICATION CHALLENGES AT GENERAL MILLS 118
Summary of Learning Objectives 118
Critical Thinking Questions 118
Document for Analysis 119
Exercises 119
Sharpening Your Skills
Send Me a Memo on It; or Better Yet, Don't 94
Focusing on Ethics
Doublespeak: Why No One Knows What Anyone's Saying Anymore 105
Contents vii
Chapter 5: Organizing and Composing Audience-Centered Business Messages 122 OMMUNICATION CLOSE-UP AT COMMUNITY HEALTH GROUP 122
Step 4: Organizing Your Message 124
What Good Organization Means 124 • Why Good Organization Is Important 126 • How Good
Organization Is Achieved 128
Step 5: Composing Your Message 139
Controlling Your Style and Tone 139 • Selecting the Best Words 143 • Creating Effective
Sentences 147 • Developing Coherent Paragraphs 151 • Shaping Your E-Mail Messages 155
OMMUNICATION CHALLENGES AT COMMUNITY HEALTH GROUP 158
Summary of Learning Obj ectives 158
Critical Thinking Questions 158
Document for Analysis 158
Exercises 159
Sharpening Your Skills
Overcoming Your Fear of the Blank Page 130
Sharpening Your Skills
Use Plain English, Please! 144
Chapter 6: Revising Audience-Centered Messages 162
OMMUNICATION CLOSE-UP AT TURNER BROADCASTING SYSTEM 162
Step 6: Editing and Rewriting Your Message 164
Evaluating Your Content and Organization 164 • Reviewing Your Style and Readability 165 • Rewriting
Your Message 168 • Writing in Groups and Critiquing the Writing of Another 174
Step 7: Producing and Proofreading Your Message 177
Using Technology to Compose and Revise Your Message 177 • Using Technology to Design Your
Message 184 • Using Technology to Distribute Your Message 189
OMMUNICATION CHALLENGES AT TURNER BROADCASTING SYSTEM 190
Summary of Learning Objectives 190
Critical Thinking Questions 190
Documents for Analysis 191
Exercises 191
Sharpening Your Skills
How to Proofread Like a Pro: Tips for Creating the Perfect Document 178
Keeping Pace with Technology
From Digits to Dust 180
Part 2 A Case for Critical Thinking
Caution! E-Mail Can Bite 193
PART 3: LETTERS, MEMOS, E-MAIL, AND OTHER BRIEF MESSAGES 197
Chapter 7: Writing Routine, Good-News, and Goodwill Messages 198 OMMUNICATION CLOSE-UP AT THE NATURE COMPANY 198
Strategies for Routine Requests and Positive Messages 200
Routine Requests 201 • Positive Messages 203
Orders 205
Placing Orders 206 • Acknowledging Orders 207
viii Contents
Routine Requests for Information and Action 208
Requests to Company Insiders 208 • Requests to Other Businesses, Customers, and Other
Outsiders 210 • Replies to Requests for Information and Action 210
Routine Messages Involving Claims and Adjustments 211
Direct Requests for Claims and Adjustments 212 • Favorable Responses to Claims and Adjustment
Requests 213
Routine Credit Requests and Approvals 217
Making Routine Credit Requests 217 • Approving Routine Credit Requests 218
Inquiries about People and Positive Responses 219
Recommendation and Reference Requests 220 • Letters Responding to a Recommendation Request 220
Good News and Goodwill Messages 222
Good News about Employment 224 • Good News about Products and Operations 225 •
Goodwill Messages 226
Directives and Instructions 230
OMMUNICATION CHALLENGES AT THE NATURE COMPANY 232
Summary of Learning Objectives 232
Critical Thinking Questions 233
Documents for Analysis 233
Exercises 234
Communicating across Cultures
How Direct Is Too Direct? 200
Focusing on Ethics
Recommendation Letters: What's Right to Write? 224
Chapter 8: Writing Bad-News Messages 244
OMMUNICATION CLOSE-UP AT OLMEC TOYS 244
Strategies for Organizing Bad-News Messages 246
Creating an Audience-Centered Tone 247 • Choosing an Organizational Approach 247 • Using the Indirect
Plan 248 • Using the Direct Plan 252
Communicating Negative Answers and Information 254
Providing Bad News about Products 255 • Denying Cooperation with Routine Requests 256 • Declining
Invitations and Requests for Favors 257
Delivering Bad News to Customers 257
Conveying Bad News about Orders 257 • Refusing Adjustment for Claims and Complaints 259 • Refusing to
Extend Credit 262
Conveying Unfavorable News about People 263
Refusing to Write Recommendation Letters 264 • Rejecting Job Applications 265 • Giving Negative
Performance Reviews 266 • Terminating Employment 269
Handling Bad News about Company Operations or Performance 269
OMMUNICATION CHALLENGES AT OLMEC TOYS 271
Summary of Learning Objectives 271
Critical Thinking Questions 272
Documents for Analysis 272
Exercises 273
Communicating across Cultures
Good Ways to Send Bad News around the World 254
Sharpening Your Skills
How to Take the Sting out of Criticism and Foster Goodwill 268
Contents ix
Chapter 9: Writing Persuasive Messages 286
OMMUNICATION CLOSE-UP AT AT T'S LANGUAGE LINE SERVICES 286
Planning Persuasive Messages 288
Analyzing Your Audience 288 • Considering Cultural Differences 289 • Choosing an Organizational
Approach 290
Developing Your Persuasive Messages 290
Establishing Your Credibility 292 • Framing Your Arguments 293 • Choosing Your Appeal 295 •
Reinforcing Your Position 297 • Dealing with Resistance 299
Writing Persuasive Requests 300
Persuasive Requests for Action 300 • Persuasive Claims and Requests for Adjustments 301
Writing Sales and Fundraising Messages 305
Planning Your Sales Message 305 • Organizing and Composing Your Sales Messages 309 • Planning
Fundraising Messages 312
Writing Collection Messages 315
Notification and Reminder 317 • Inquiry 319 • Urgent Notice 319 • Ultimatum 319
OMMUNICATION CHALLENGES AT AT T'S LANGUAGE LINE SERVICES 320
Summary of Learning Objectives 321
Critical Thinking Questions 321
Documents for Analysis 321
Exercises 322
Focusing on Ethics
Does Some Direct Mail Contain Deliberately Deceptive Copy? 298
Keeping Pace with Technology
Canning Spam 314
Part 3 A Case for Critical Thinking
How Boeing Blew It—Almost 333
PART 4: INFORMATION AND TECHNOLOGY 335
Chapter 10: Communicating Information through the Internet and
Other Technologies 336
OMMUNICATION CLOSE-UP AT SGI 336
Communicating in the Information Age 338
Understanding the Internet 339
What You Can Do on the Internet 340 • How Businesses Are Using the Internet to Communicate 348
Exploring Innovations in Other Communication Technologies 352
Telephone Systems 353 • Voice Mail and Speech-Recognition Software 354
Handling Communication Challenges in the Information Age 356
Information Overload 356 • Data Security 356 • Information Privacy and Employee Productivity 359
Preparing Companies for the Nest Information Revolution 360
OMMUNICATION CHALLENGES AT SGI 361
Summary of Learning Objectives 361
Critical Thinking Questions 362
Exercises 362
Keeping Pace with Technology
E-Mail Etiquette: Minding Your Manners Online 342
Keeping Pace with Technology
Create a Winning Web Site 350
x Contents
Chapter 11: Finding, Evaluating, and Processing Information 366
OMMUNICATION CLOSE-UP AT GOSH ENTERPRISES 366
Organizing the Research Process 368
Step 1: Identifying the Right Questions 368
Gathering Preliminary Information 368 • Developing Subquestions and Outlining Your Approach 370
Step 2: Finding and Accessing Information 371
Secondary Information 372 • Primary Information 379
Step 3: Evaluating and Finalizing Your Sources 384
Step 4: Processing Information 386
Reading the Material and Taking Notes 387 • Quoting and Paraphrasing 387 • Documenting Sources and
Giving Credit 389
Step 5: Analyzing and Interpreting Data 390
Step 6: Presenting Your Findings 392
OMMUNICATION CHALLENGES AT GOSH ENTERPRISES 392
Summary of Learning Objectives 393
Critical Thinking Questions 393
Exercises 393
Focusing on Ethics
The Tangled Web of Internet Copyrights 375
Focusing on Ethics
How to Avoid Plagiarizing 390
Chapter 12: Communicating Information through Graphs and Other Visuals 398 OMMUNICATION CLOSE-UP AT BLACK ENTERTAINMENT TELEVISION 398
Planning Visual Aids 399
Why Business Professionals Use Visual Aids 400 • The Process of "Visualizing" Information 400
Selecting the Right Graphic for the Job 402
Tables 403 • Line and Surface Charts 404 • Bar Charts, Pictograms, and Gantt Charts 405 •
Pie Charts 410 • Flowcharts and Organization Charts 410 • Maps 411 • Drawings, Diagrams,
and Photographs 411
Designing and Producing Graphics for Reports 413
Creating Graphics with Computers 413 • Understanding the Art of Graphic Design 416 • Fitting Graphics
into the Text 418 • Checking over the Visual Aids 419
Designing and Producing Visuals for Oral Presentations 422
Types of Presentation Visuals 424 • How to Build an Electronic Presentation 425 • Tips for Designing
Effective Presentation Visuals 428
OMMUNICATION CHALLENGES AT BLACK ENTERTAINMENT TELEVISION 429
Summary of Learning Objectives 429
Critical Thinking Questions 430
Documents for Analysis 430
Exercises 431
Keeping Pace with Technology
Creating Colorful Visual Aids with Computers for Maximum Clarity and Impact 414
Focusing on Ethics
Visual Aids that Lie: The Use and Abuse of Charts and Graphs 422
Part 4 A Case for Critical Thinking
Yahoo! The Little Search Engine That Could 433
Contents xi
PART 5: REPORTS AND ORAL PRESENTATIONS 437
Chapter 13: Communicating through Reports 438
OMMUNICATION CLOSE-UP AT NARADA PRODUCTIONS 438
Why Businesses Need Reports 440
How Companies Use Reports 440 • How Business Reports Are Classified 440
Informational Reports 442
Reports for Monitoring and Controlling Operations 442 • Reports for Implementing Policies and Procedures 446 •
Reports for Complying with Government Regulations 449 • Reports for Documenting Progress 451
Analytical Reports 454
Problem-Solving Reports 454 • Justification Reports 456 • Proposals for Obtaining New Business or
Funding 456
Summary Reports 462
How Electronic Technology Affects Business Reports 463
OMMUNICATION CHALLENGES AT NARADA PRODUCTIONS 465
Summary of Learning Objectives 465
Critical Thinking Questions 466
Exercises 466
Sharpening Your Skills
Seven Errors in Logic That Can Undermine Your Reports 455
Keeping Pace with Technology
Gain the Competitive Edge with Online Reporting 463
Chapter 14: Planning, Organizing, and Writing Reports and Proposals 468
C OMMUNICATION CLOSE-UP AT THE SAN DIEGO WILD ANIMAL PARK 468
Step 1: Planning Reports and Proposals 470
Defining the Problem 470 • Developing the Statement of Purpose 472 • Preparing the Work
Plan 473 • Collecting, Analyzing, and Interpreting Data 475
Step 2: Organizing Reports and Proposals 477
Meeting Your Audience's Needs 478 • Choosing the Direct or Indirect Approach 479 • Deciding on
Format and Length 480 • Structuring Informational Reports 482 • Structuring Analytical
Reports 483 • Preparing the Final Outline 494
Step 3: Writing Reports and Proposals 495
Choosing the Proper Degree of Formality 495 • Establishing a Time Perspective 496 • Helping Readers
Find Their Way 496
OMMUNICATION CHALLENGES AT THE SAN DIEGO WILD ANIMAL PARK 501
Summary of Learning Objectives 502
Critical Thinking Questions 502
Exercises 502
Focusing on Ethics
Do You Make These Costly Mistakes When Writing Business Reports? 478
Sharpening Your Skills
Writing Headings That Spark Reader Interest 498
xii Contents
Chapter 15: Completing Formal Reports and Proposals 510
OMMUNICATION CLOSE-UP AT CORPORATE DYNAMICS 510
Report Production 512
Components of a Formal Report 513
Prefatory Parts 514 • Text of the Report 517 • Supplementary Parts 520
Components of a Formal Proposal 521
Prefatory Parts 522 • Text of the Proposal 522
OMMUNICATION CHALLENGES AT CORPORATE DYNAMICS 545
Summary of Learning Objectives 545
Critical Thinking Questions 545
Sharpening Your Skills
In-Depth Critique: Analyzing a Formal Report 526
Chapter 16: Giving Speeches and Oral Presentations 560
OMMUNICATION CLOSE-UP AT ANDERSON BUSINESS RESOURCES 560
Speaking and Presenting in a Business Environment 561
Step 1: Preparing to Speak 562
Defining Your Purpose 562 • Analyzing Your Audience 563 • Planning Your Speech or Pressentation 564
Step 2: Developing Your Speech or Presentation 570
The Introduction 570 • Body 572 • The Close 573 • The Question-and-Answer Period 575
Step 3: Mastering the Art of Delivery 576
Getting Ready to Give Your Presentation 576 • Overcoming Anxiety 577 • Using Visual Aids
Effectively 579 • Handling Questions 580
OMMUNICATION CHALLENGES AT ANDERSON BUSINESS RESOURCES 582
Summary of Learning Objectives 583
Critical Thinking Questions 583
Exercises 583
Sharpening Your Skills
Tired of Being Ignored? Five Ways Guaranteed to Get Attention and Keep It 572
Sharpening Your Skills
Nerves Are Normal 578
Part 5 A Case for Critical Thinking
Duplicating Success at Kinko 's 585
PART 6: EMPLOYMENT MESSAGES 587
Chapter 17: Writing Resumes and Application Letters 588
OMMUNICATION CLOSE-UP AT RECREATIONAL EQUIPMENT INCORPORATED (REI) 588
Thinking About Your Career 590
What Do You Have to Offer? 590 • What Do You Want to Do? 590 • How Do You Build Toward a
Career? 591
Seeking Employment Opportunities and Information 592
Sources of Employment Information 593 • Employer Recruiting Practices 594
Writing Your Resume 597
Controlling the Format and Style 597 • Tailoring the Contents 599 • Choosing the Best
Organizational Plan 604 • Adapting Your Resume to an Electronic Format 608 • Writing the Perfect
Resume 611
Contents xiii
Writing Application Messages 612
Adopting the AIDA Approach 614 • Writing the Perfect Application Letter 617
Writing Other Types of Employment Messages 617
Writing Job-Inquiry Letters 617 • Filling Out Application Forms 617 • Writing Application
Follow-Ups 620
COMMUNICATION CHALLENGES AT RECREATION EQUIPMENT INCORPORATED (REI) 621
Summary of Learning Objectives 622
Critical Thinking Questions 622
Documents for Analysis 622
Exercises 623
Keeping Pace with Technology
High-Tech Job Hunting: The Secrets of Finding Employment on the World Wide Web 595
Focusing on Ethics
Warning: Deceptive Resumes Can Backfire 602
Chapter 18: Interviewing for Employment and Following Up 626
OMMUNICATION CLOSE-UP AT MICROSOFT 626
Understanding the Interviewing Process 628
The Typical Sequence of Interviews 629 • Types of Interview 631 • What Employers
Look For 632 • Preemployment Testing 634
Preparing for a Job Interview 634
Do Some Basic Research 635 • Think Ahead about Questions 637 • Bolster Your
Confidence 639 • Polish Your Interview Style 640 • Plan to Look Good 641 • Be Ready
When You Arrive 642
Interviewing for Success 643
The Warm-Up 644 • The Question-and-Answer Stage 644 • The Close 646
Following Up After the Interview 648
Thank-You Letter 648 • Letter of Inquiry 649 • Request for a Time Extension 650 • Letter of
Acceptance 650 • Letter Declining a Job Offer 651 • Letter of Resignation 651
OMMUNICATION CHALLENGES AT MICROSOFT 653
Summary of Learning Objectives 653
Critical Thinking Questions 653
Document for Analysis 654
Exercises 654
Sharpening Your Skills
How to Check References—and Avoid Legal Traps 635
Sharpening Your Skills
Sixteen Tough Interview Questions: What to Say When You're Stopped in Your Tracks 638
Part 6 A Case for Critical Thinking
Games Recruiters Play 656
PART 7: SPECIAL TOPICS IN BUSINESS COMMUNICATION 659
Component Chapter A; Format and Layout of Business Documents 660 First Impressions 660
Paper 660 • Customization 660 • Appearance 661
Letters 661
Standard Letter Parts 661 • Additional Letter Parts 667 • Letter Formats 670
xiv Contents
Envelopes 674
Addressing the Envelope 674 • Folding to Fit 676 • International Mail 676
Memos 677
E-Mail 678
Header 678 • Body 680
Time-Saving Messages 680
Reports 682
Margins 682 • Headings 682 • Spacing and Indentions 682 • Page Numbers 682
Meeting Documents 683
Component Chapter B: Documentation of Report Sources 686
Chicago Style 686
In-Text Citation—Chicago Style 687 • Bibliography—Chicago Style 687
APA Style 688
In-Text Citation—APA Style 689 • List of References—APA Style 690
MLA Style 692
In-Text Citation—MLA Style 692 • List of Works Cited—MLA Style 692
Appendix I: Fundamentals of Grammar and Usage A-l
1.0 Grammar A-l
1.1 Nouns A-l • 1.2 Pronouns A-2 • 1.3 Verbs A-4 • 1.4 Adjectives A-6 • 1.5 Adverbs A-7
1.6 Other Parts of Speech A-7 • 1.7 Sentences A-7
2.0 Punctuation A-ll
2.1 Periods A-ll • 2.2 Question Marks A-ll • 2.3 Exclamation Point A-ll • 2.4 Semicolons
A-ll • 2.5 Colons A-ll • 2.6 Commas A-ll • 2.7 Dashes A-12 • 2.8 Hyphens A-13 •
2.9 Apostrophes A-13 • 2.10 Quotation Marks A-13 • 2.11 Parentheses A-13 • 2.12 Ellipses A-14
• 2.13 Underscores and Italics A-14
3.0 Mechanics A-14
3.1 Capitals A-14 • 3.2 Abbreviations A-14 • 3.3 Numbers A-15 • 3.4 Word Division A-15
4.0 Vocabulary A-15
4.1 Frequently Confused Words A-15 • 4.2 Frequently Misused Words A-17 • 4.3 Frequently Misspelled
Words A-17 • 4.4 Transitional Words and Phrases A-18
Appendix II: Correction Symbols A-19
Grammar, Usage, and Mechanics A-20
Proofreading Marks A-21
References R-l
Acknowledgments AC-1
Organization/Company/Brand Index 1-1
Subject Index 1-4 |
| any_adam_object | 1 |
| any_adam_object_boolean | 1 |
| author | Bovée, Courtland L. Thill, John V. |
| author_GND | (DE-588)124096646 |
| author_facet | Bovée, Courtland L. Thill, John V. |
| author_role | aut aut |
| author_sort | Bovée, Courtland L. |
| author_variant | c l b cl clb j v t jv jvt |
| building | Verbundindex |
| bvnumber | BV023522360 |
| ctrlnum | (OCoLC)247326285 (DE-599)BVBBV023522360 |
| dewey-full | 658.45 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.45 |
| dewey-search | 658.45 |
| dewey-sort | 3658.45 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| edition | 6. ed. |
| format | Book |
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| genre | 1\p (DE-588)4522595-3 Fallstudiensammlung gnd-content |
| genre_facet | Fallstudiensammlung |
| id | DE-604.BV023522360 |
| illustrated | Not Illustrated |
| index_date | 2024-07-02T22:33:10Z |
| indexdate | 2024-07-09T21:23:49Z |
| institution | BVB |
| isbn | 0130845132 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-016842639 |
| oclc_num | 247326285 |
| open_access_boolean | |
| owner | DE-83 |
| owner_facet | DE-83 |
| physical | Getr. Zähl. |
| publishDate | 2000 |
| publishDateSearch | 2000 |
| publishDateSort | 2000 |
| publisher | Prentice Hall |
| record_format | marc |
| spelling | Bovée, Courtland L. Verfasser (DE-588)124096646 aut Business communication today Courtland L. Bovée ; John V. Thill 6. ed. Upper Saddle River, NJ Prentice Hall 2000 Getr. Zähl. txt rdacontent n rdamedia nc rdacarrier Kommunikationssystem (DE-588)4125542-2 gnd rswk-swf Kommunikation (DE-588)4031883-7 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf 1\p (DE-588)4522595-3 Fallstudiensammlung gnd-content Unternehmen (DE-588)4061963-1 s Kommunikation (DE-588)4031883-7 s 2\p DE-604 Management (DE-588)4037278-9 s 3\p DE-604 Kommunikationssystem (DE-588)4125542-2 s 4\p DE-604 Thill, John V. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016842639&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 2\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 3\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 4\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Bovée, Courtland L. Thill, John V. Business communication today Kommunikationssystem (DE-588)4125542-2 gnd Kommunikation (DE-588)4031883-7 gnd Unternehmen (DE-588)4061963-1 gnd Management (DE-588)4037278-9 gnd |
| subject_GND | (DE-588)4125542-2 (DE-588)4031883-7 (DE-588)4061963-1 (DE-588)4037278-9 (DE-588)4522595-3 |
| title | Business communication today |
| title_auth | Business communication today |
| title_exact_search | Business communication today |
| title_exact_search_txtP | Business communication today |
| title_full | Business communication today Courtland L. Bovée ; John V. Thill |
| title_fullStr | Business communication today Courtland L. Bovée ; John V. Thill |
| title_full_unstemmed | Business communication today Courtland L. Bovée ; John V. Thill |
| title_short | Business communication today |
| title_sort | business communication today |
| topic | Kommunikationssystem (DE-588)4125542-2 gnd Kommunikation (DE-588)4031883-7 gnd Unternehmen (DE-588)4061963-1 gnd Management (DE-588)4037278-9 gnd |
| topic_facet | Kommunikationssystem Kommunikation Unternehmen Management Fallstudiensammlung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016842639&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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