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Excellence in Business Communication, Seventh Edition

by John V. Thill - Chief Executive Officer Communications Specialists of America; Courtland L. Bovée - Professor of Business Communication C. Allen Paul Distinguished Chair Grossmont College

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Copyright, vi
Preface, xv
I. Understanding the Foundations of Business Communication, 1
1. Achieving Success Through Effective Business Communication, 2
Achieving Success in Today’s Competitive Environment, 4
Understanding Why Business Communication Is Unique, 11
Communicating More Effectively on the Job, 14
Using Technology to Improve Business Communication, 18
Making Ethical Communication Choices, 24
Applying What You’ve Learned, 28
Learning Objectives Checkup, 30
Apply Your Knowledge, 31
Practice Your Knowledge, 32
Exercises, 32
Expand Your Knowledge, 34
Learn Interactively, 34
Improve Your Grammar, Mechanics, and Usage, 35
2. Communicating in Teams and Mastering Listening and Nonverbal Communication, 36
Improving Your Performance in Teams, 38
Making Your Meetings More Productive, 47
Improving Your Listening Skills, 55
Improving Your Nonverbal Communication Skills, 59
Learning Objectives Checkup, 64
Apply Your Knowledge, 66
Practice Your Knowledge, 66
Exercises, 67
Expand Your Knowledge, 68
Learn Interactively, 68
Improve Your Grammar, Mechanics, and Usage, 69
3. Communicating Interculturally, 70
Understanding the Opportunities and Challenges of Intercultural Communication, 72
Enhancing Your Intercultural Sensitivity, 74
Improving Intercultural Communication Skills, 81
Learning Objectives Checkup, 91
Apply Your Knowledge, 93
Practice Your Knowledge, 94
Exercises, 94
Expand Your Knowledge, 95
Learn Interactively, 96
Improve Your Grammar, Mechanics, and Usage, 96
II. Applying the Three-Step Writing Process, 97
4. Planning Business Messages, 98
Understanding the Three-Step Writing Process, 100
Analyzing Your Situation, 102
Gathering Information, 105
Selecting the Right Medium, 108
Organizing Your Information, 114
Learning Objectives Checkup, 126
Apply Your Knowledge, 127
Practice Your Knowledge, 128
Exercises, 128
Expand Your Knowledge, 130
Learn Interactively, 131
Improve Your Grammar, Mechanics, and Usage, 131
5. Writing Business Messages, 132
Bringing Your Ideas to Life, 134
Adapting to Your Audience, 134
Composing Your Message, 147
Using Technology to Compose and Shape Your Messages, 155
Learning Objectives Checkup, 163
Apply Your Knowledge, 165
Practice Your Knowledge, 165
Exercises, 165
Expand Your Knowledge, 168
Learn Interactively, 168
Improve Your Grammar, Mechanics, and Usage, 169
6. Completing Business Messages, 170
Moving Beyond Your First Draft, 172
Revising Your Message, 172
Producing Your Message, 185
Proofreading Your Message, 191
Distributing Your Message, 192
Learning Objectives Checkup, 195
Apply Your Knowledge, 196
Practice Your Knowledge, 196
Exercises, 197
Expand Your Knowledge, 199
Learn Interactively, 200
Improve Your Grammar, Mechanics, and Usage, 200
III. Writing Letters, Memos, E-Mail, and Instant Messages, 201
7. Writing Routine and Positive Messages, 202
Using the Three-Step Writing Process for Routine and Positive Messages, 204
Making Routine Requests, 205
Sending Routine Replies and Positive Messages, 212
Learning Objectives Checkup, 230
Apply Your Knowledge, 231
Practice Your Knowledge, 232
Exercises, 233
Expand Your Knowledge, 234
Learn Interactively, 234
Improve Your Grammar, Mechanics, and Usage, 234
Cases: Applying the Three-Step Writing Process to Cases, 235
8. Writing Negative Messages, 242
Using the Three-Step Writing Process for Negative Messages, 244
Developing Negative Messages, 246
Exploring Common Examples of Negative Messages, 255
Learning Objectives Checkup, 271
Apply Your Knowledge, 273
Practice Your Knowledge, 273
Exercises, 274
Expand Your Knowledge, 275
Learn Interactively, 275
Improve Your Grammar, Mechanics, and Usage, 275
Cases: Applying the Three-Step Writing Process to Cases, 276
9. Writing Persuasive Messages, 284
Using the Three-Step Writing Process for Persuasive Messages, 286
Developing Persuasive Business Messages, 291
Developing Marketing and Sales Messages, 301
Learning Objectives Checkup, 312
Apply Your Knowledge, 313
Practice Your Knowledge, 313
Exercises, 314
Expand Your Knowledge, 315
Exploring the Web on Your Own, 315
Learn Interactively, 315
Improve Your Grammar, Mechanics, and Usage, 315
Cases: Applying the Three-Step Writing Process to Cases, 316
IV. Preparing Reports and Oral Presentations, 324
10. Planning Reports and Proposals, 326
Applying the Three-Step Writing Process to Reports and Proposals, 328
Supporting Your Messages with Reliable Information, 333
Planning Informational Reports, 349
Planning Analytical Reports, 354
Planning Proposals, 360
Learning Objectives Checkup, 364
Apply Your Knowledge, 365
Practice Your Knowledge, 366
Exercises, 366
Expand Your Knowledge, 368
Learn Interactively, 368
Improve Your Grammar, Mechanics, and Usage, 369
11. Writing Reports and Proposals, 370
Crafting Reports and Proposals, 372
Adapting to Your Audience, 372
Composing Reports and Proposals, 374
Using Technology to Craft Reports and Proposals, 386
Illustrating Your Reports with Effective Visuals, 388
Learning Objectives Checkup, 405
Apply Your Knowledge, 406
Practice Your Knowledge, 406
Exercises, 407
Expand Your Knowledge, 410
Learn Interactively, 410
Improve Your Grammar, Mechanics, and Usage, 410
Cases: Applying the Three-Step Writing Process to Cases, 411
12. Completing Reports and Proposals, 414
Putting the Final Touches on Reports and Proposals, 416
Revising Your Reports and Proposals, 416
Producing Your Reports and Proposals, 416
Proofreading Your Reports and Proposals, 440
Distributing Your Reports and Proposals, 444
Learning Objectives Checkup, 446
Apply Your Knowledge, 448
Practice Your Knowledge, 448
Exercises, 448
Expand Your Knowledge, 449
Learn Interactively, 449
Improve Your Grammar, Mechanics, and Usage, 450
Cases: Short Formal Reports Requiring No Additional Research, 450
Short Formal Reports Requiring Additional Research, 452
Long Formal Reports Requiring No Additional Research, 454
Long Formal Reports Requiring Additional Research, 457
Formal Proposals, 458
13. Planning, Writing, and Completing Oral Presentations, 460
Building Your Career with Oral Presentations, 462
Adapting the Three-Step Process for Oral Presentations, 462
Step 1: Planning Your Presentation, 463
Step 2: Writing Your Presentation, 469
Step 3: Completing Your Presentation, 483
Learning Objectives Checkup, 491
Apply Your Knowledge, 494
Practice Your Knowledge, 494
Exercises, 495
Expand Your Knowledge, 496
V. Writing Employment Messages and Interviewing for Jobs, 498
14. Building Careers and Writing Résumés, 500
Building a Career with Your Communication Skills, 502
Preparing Résumés, 510
Learning Objectives Checkup, 532
Apply Your Knowledge, 533
Practice Your Knowledge, 534
Exercises, 534
Expand Your Knowledge, 535
Learn Interactively, 536
Improve Your Grammar, Mechanics, and Usage, 536
Cases: Applying the Three-Step Writing Process to Cases, 537
15. Applying and Interviewing for Employment, 538
Writing Application Letters and Other Employment Messages, 540
Understanding the Interviewing Process, 546
Preparing for a Job Interview, 550
Interviewing for Success, 557
Following Up After the Interview, 561
Learning Objectives Checkup, 567
Apply Your Knowledge, 568
Practice Your Knowledge, 568
Exercises, 569
Expand Your Knowledge, 570
Exploring the Web on Your Own, 570
Learn Interactively, 570
Improve Your Grammar, Mechanics, and Usage, 571
Cases: Preparing Other Types of Employment Messages, 571
A. Format and Layout of Business Documents, A-1
First Impressions, A-1
Paper, A-1
Customization, A-1
Appearance, A-1
Letters, A-2
Envelopes, A-22
Memos, A-28
E-Mail, A-29
Reports, A-32
B. Documentation of Report Sources, A-35
Chicago Humanities Style, A-35
APA Style, A-38
MLA Style, A-40
C. Correction Symbols, A-43
Content and Style, A-43
Grammar, Mechanics, and Usage, A-43
Proofreading Marks, A-46
Video Guide: Applications and Exercises, VG-1
Ethical Communication, VG-1
Learning to Listen: Second City Communications, VG-1
Communicating in the Global Workplace, VG-2
Impact of Culture on Business: Spotlight on Latin America, VG-2
Technology and the Tools of Communication, VG-3
Handbook of Grammar, Mechanics, and Usage, H-1
Diagnostic Test of English Skills, H-1
Assessment of English Skills, H-3
Essentials of Grammar, Mechanics, and Usage, H-4
Answer Keys, AK-1
Answer Key for “Learning Objectives CheckUp”, AK-1
Answer Key for “Improve Your Grammar, Mechanics, and Usage” exercises, AK-3
References, R-1
Chapter 1, R-1
Chapter 2, R-1
Chapter 3, R-4
Chapter 4, R-5
Chapter 5, R-5
Chapter 6, R-5
Chapter 7, R-6
Chapter 8, R-6
Chapter 9, R-7
Chapter 10, R-8
Chapter 11, R-10
Chapter 12, R-10
Chapter 13, R-10
Chapter 14, R-12
Chapter 15, R-13
Organization, Brand, Company Index, I-1-1
Subject Index, I-2-1

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