Part One Foundations of Business Communication Chapter 1 Understanding Business Communication 2 Communicating in Organizations 2 The Components of Communication 3 The Stimulus 4 The Filter 5 The Message 5 The Medium 6 The Destination 6 Verbal Communication 8 Oral Communication 8 Written Communication 9 Spotlight 1 Overcoming Information Anxiety 10 Barriers to Verbal Communication 11 Inadequate Knowledge or Vocabulary 11 Differences in Interpretation 11 Language Differences 12 Inappropriate Use of Expressions 12 Overabstraction and Ambiguity 13 Potarization 13 Introducing the Three Ps： Problem， Process，Product 14 The 3Ps： Using Euphemisms Appropriotely 15 Problem 15 Process 15 Product 16 Online Help in This Course 16 Summary 16 Looking Ahead 17 Key Terms 17 Exercises 17 Chapter 2 Interpersonal Communication Skirls 20 Interpersonal Communications 20 Nonverbal Communication 21 Body Movement 21 Physical Appearance 21 Voice Qualities 22 Time 22 Touch 22 Space and Territory 22 Listening 24 The Problem of Poor Listening SkiUs 24 Keys to Better Listening 25 Communicating byTelephone 28 Your Telephone Voice 28 Your Telephone Technique 28 Voice Mail 29 Telephone Tag 29 Cell Phones 29 Business Meetings 30 Planningthe Meeting 31 Conductingthe Meeting 33 Following Up the Meeting 34 CheckUst I Business Meetings 35 The 3Ps： A Plan for a Business Meeting 39 Problem 39 Process 39 Product 40 Summary 40 Looking Ahead 41 Key Terms 41 Exercises 41 Part Two Developing Your Business Writing Skills Chapter 3 The Writing Process 46 An Overview of the Writing Process 46 Audience Analysis 47 Who Isthe PrirnaryAudience? 48 What Does the Audience Already Know? 49 What Is Your Relationship with the Audience? 49 How WiU the Audience Likely React? 49 Planning 51 Purpose 51 Content 52 Organization 52 Drafting 54 Revising 56 Revising for Content 57 Revising for Style 57 Revising for Correctness 57 Formatting 59 Proofreading 59 Checklist 2 The Writing Process 61 The 3Ps： A Simple Memo 62 Problem 62 Process 62 Product 64 Summary 64 Looking Ahead 65 Key Terms 65 Exercises 65 Chapter 4 Revising Your Writing 69 What Do We Mean by.Style? 69 Choosing the Right Words 70 Write Clearly 70 UseShort， SirnpleWords 72 Use Positive Language 75 Writing Effective Sentences 77 Use a Variety of Sentence Types 77 Use Active and Passive Voice AppropriateLy 79 Developing Logical Paragraphs 81 Keep Paragraphs Unified and Coherent 82 Use Paraltel Structure 84 ControtParagraph Length 84 What I）o We Mean by Tone? 86 Write Confidently 86 Use a Courteous and Sincere Tone 86 Use Appropriate Emphasis and Subordination 87 Use Nondiscriminatory Language 88 Stress the "You" Attitude 89 Effective Business Writing 90 Checklist 3 Writing with Style 91 The 3Ps： Writing an Unbiased Message 92 Problem 92 Process 92 Product 93 Summary 93 Looking Ahead 94 Key Terms 94 Exercises 94 Portfolio Project 1： Writing an Informationoi Message 98 Part Three Correspondence Chapter 5 Routine Letters， Memos， and E-Mail Messages Chapter 6 Persuasive Letters， Memos， and E-Mail Messages Chapter 7 Bad-News Letters， Memos， and E-Mail Messages Part Four Written and Oral Business Reports Chapter 8 Writing the Business Report Chapter 9 Making Oral Presentations Part Five Employment Communication Chapter 10 The Job Search， Resumes， and Job-App[ication Letters Chapter 11 Employment Interviewing and Follow-Up
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