Guffey Mary Ellen, Loewy Dana, Almonte Richard. Essentials of Business Communication

Ninth Canadian Edition. — Nelson College Indigenous, Nelson Education, 2019. — 459 p. — ISBN 9780176721244, 9780176827144, 017672124X.This text-workbook is a streamlined, no-nonsense approach to business communication. It takes a three-in-one approach: (1) text, (2) practical workbook, and (3) self-teaching grammar/mechanics handbook. The chapters reinforce basic writing skills, then apply these skills to a variety of memos, letters, reports, and resumes. This new edition features increased coverage of contemporary business communication issues including oral communication, electronic forms of communication, diversity and ethics.Communicating in the Digital-Age Workplace
The Relationship Between Solid Communication Skills and Workplace Success
Solid Communication Skills: Your Path to Success
The Digital Revolution: Why Writing Skills Matter More Than Ever
What Employers Want: Professionalism
How Your Education Drives Your Income
Meeting the Challenges of the Information-Age
Workplace
Developing Listening Skills
Overcoming Barriers to Effective Listening
Building Powerful Listening Skills
Learning Nonverbal Communication Skills
Your Body Sends Silent Messages
Time, Space, and Territory Send Silent Messages
Appearance Sends Silent Messages
Building Strong Nonverbal Skills
Recognizing How Culture Affects Communication
Context
Individualism
Time Orientation
Power Distance
Communication Style
Intercultural Communication, Social Media, and Communication Technology
Building Intercultural Workplace Skills
Curbing Ethnocentrism and Stereotyping
Successful Spoken Communication With
Intercultural Audiences
Successful Written Communication With
Intercultural Audiences
Globalization and Workplace Diversity
Benefits of a Diverse Workforce
Tips for Communicating With Diverse Audiences on the Job
Summary of Learning Objectives
Chapter Review
Critical Thinking
Activities and Cases
Business Communication in the Digital Age
Planning Your Message
Understanding the Communication Process
Sender Has Idea
Sender Encodes Idea
Sender Selects Channel and Transmits Message
Receiver Decodes Message
Feedback Returns to Sender
Using the-3-3 Writing Process as a Guide
Defining Business Writing Goals
Introducing the-3-3 Writing Process
Analyzing and Anticipating the Audience
Know Your Purpose
Anticipate and Profile the Audience
Make Choices Based on Your Audience Profile
Select the Best Channel
Use Expert Writing Techniques to Adapt to Your Audience
Spotlight Audience Benefits
Cultivate a “You” View
Sound Conversational but Professional
Using Additional Expert Writing Techniques
Be Positive Rather Than Negative
Express Courtesy
Employ Bias-Free Language
Choose Plain Language and Familiar Words
Use Precise, Vigorous Words
Summary of Learning Objectives
Chapter Review
Critical Thinking
Activities and Cases
Organizing and
Drafting Your Message
Drafting Workplace Messages
Researching Background Information
Informal Research Methods
Research Methods
Organizing Information to Show Relationships
Composing Drafts With Effective Sentences
The Business Writing Process
Achieve Variety With Four Sentence Types
Avoid Three Common Sentence Faults
Consider Short Sentences
Developing Business Writing Techniques
Show Emphasis
Use the Active and Passive Voice Effectively
Develop Parallelism
Escape Dangling and Misplaced Modifiers
Drafting Well-Organized, Effective Paragraphs
Craft a Topic Sentence
Develop Support Sentences
Build Paragraph Coherence
Control Paragraph Length
Summary of Learning Objectives
Chapter Review
Critical Thinking
Revising Your Message
Taking Time to Revise: Applying Phase of the
Writing Process
Tighten Your Message by Revising for Conciseness
Write Concisely When Microblogging and Posting on Social Media
Making Your Message Clear
Keep It Short and Simple
Dump Trite Business Phrases
Drop Clichés
Avoid Slang and Buzzwords
Rescue Buried Verbs
Control Exuberance
Choose Clear, Precise Words
Enhancing Readability Through Document Design
Use White Space
Understand Margins and Text Alignment
Choose Appropriate Typefaces
Capitalize on Type Fonts and Sizes
Number and Bullet Lists for Quick Comprehension
Add Headings for Visual Impact
Proofreading to Find Errors
What to Watch for in Proofreading
How to Proofread Routine Documents
How to Proofread Complex Documents
Evaluating the Effectiveness of Your
Message
Summary of Learning Objectives
Chapter Review
Critical Thinking
Daily Workplace
Writing Channels
Writing at Work in the Digital Age
Email: Love It or Hate It—But It’s Not Going Away
Why People Complain About Email
When Email Is Appropriate
How to Draft a Professional Email
Control Your Inbox
Reply Efficiently With Down-Editing
Writing Memos and Letters
Workplace Messaging and Texting
Impact of Instant Messaging and Texting
How to Use Instant Messaging and Texting on the Job
Text Messaging and Business Etiquette
Using Podcasts and Wikis in Business
Business Podcasts or Webcasts
Collaborating With Wikis
Blogging for Business
How Companies Blog
Blog Best Practices: Seven Tips for Master Bloggers
Social Networking in Business
Tapping Into Social Networks
How Businesses Use Social Networks
Potential Risks of Social Networks for Businesses
Using Social Networking Sites and Keeping Your Job
Summary of Learning Objectives
Chapter Review
Critical Thinking
Activities and Cases
Persuasive Writing Situations
Persuasion in the Digital Age
How Has Persuasion Changed in the Digital Age?
A Time-Proven Persuasion Technique
The AIRA Technique
Persuasive Situation: Asking for Help
Persuasive Situation: Making Claims and
Complaints
Persuasive Situation: Getting Coworkers and
Managers Onside
Persuasive Situation: Sales and Promotional
Messages
Sales Messages
Promotional Messages
Summary of Learning Objectives
Chapter Review
Critical Thinking
Activities and Cases
Negative Writing Situations
Your Goals When Communicating
Negative News
Top Goals in Communicating Negative News
The Importance of Timely Responses in Negative
Situations
The Choice Between Direct and Indirect Negative
News Strategies
The Four Components of Effective Indirect
Negative Messages
Buffer the Opening
Present the Reasons for the Negative News
Writing at Work
Present the Negative News in a “Cushioned” Way
Close Pleasantly
Writing Negative Messages for Customer/Client
Situations
Collections
Refusals and Responses to Criticism
Writing Negative Messages for Internal Situations
Delivering Bad News in Person
Refusing Workplace Requests
Announcing Negative News to Employees
Keeping the Indirect Strategy Ethical
Summary of Learning Objectives
Chapter Review
Critical Thinking
Activities and Cases
Informal Reports
The Function and Organization of Informal
Reports
Functions of Reports
Report Organization
Informal Formats and Headings
Typical Report Formats
Effective Report Headings
Determining the Problem and Purpose in Informal
Reports
Problem and Purpose Statements
Gather Data
Writing Informal Informational Reports
Trip, Convention, and Conference Reports
Progress, Status, and Milestone Reports
Minutes Reports
Summary Reports
Writing Informal Analytical Reports
Justification/Recommendation Reports
Feasibility Reports
Yardstick Reports
Summary of Learning Objectives
Chapter Review
Critical Thinking
Activities and Cases
Proposals and Formal Reports
Writing Business Proposals
Types of Proposals
Components of Informal Proposals
A Plan for Writing Formal Business Reports
Steps in the Report Process
Editing Formal Business Reports
Researching Primary and Secondary Data
Locating Secondary Research Sources
Generating Primary Data
Documenting and Citing Sources in Business
Reports
Documentation Guidelines
Convert Your Data Into Meaningful Graphics
Matching Graphics and Objectives
Creating Tables, Charts, and Infographics
Drafting and Sequencing the Report
Front Matter Contents
Body Contents
Back Matter Contents
Model Formal Report
Summary of Learning Objectives
Chapter Review
Critical Thinking
Activities and Cases
Communicating
Professionally in Person
Understanding Professionalism, Business
Etiquette, and Ethical Behaviour
Defining Professional Behaviour
The Relationship Between Ethics and
Professional Behaviour
Professionalism Gives You an Edge
Successful Face-to-Face Workplace
Communication
Using Your Voice as a Communication Tool
Making Workplace Conversation Matter
Responding Professionally to Workplace Criticism
Offering Constructive Criticism at Work
Phone and Voice Mail Etiquette
Making Professional Phone Calls
Receiving Phone Calls Professionally
Using Smartphones for Business
Making the Most of Voice Mail
Adding Value in Professional Teams
The Importance of Teams in the Workplace
Positive and Negative Team Behaviour
Characteristics of Successful Teams
Conducting Professional Business Meetings
Preparing for Meetings
Managing the Meeting
Ending With a Plan and Following Up
Preparing for Virtual Meetings
Interacting Professionally in Virtual Meetings
Summary of Learning Objectives
Chapter Review
Critical Thinking
Activities and Cases
Business Reports and Proposals
Professionalism and Speaking Skills
Business Presentations
Types of Business Presentation and Preparation
Speaking Skills and Your Career
Understanding Presentation Types
Preparing for a Presentation
Organizing Presentations for Impact and Rapport
Capture Attention in the Introduction
Organize the Body of the Presentation
Summarize in the Conclusion
Build Audience Rapport
Types of Presentation Aids
Types of Visual Aids
Designing Effective Presentations
Analyze the Situation and Purpose
Anticipate Your Audience
Adapt Text and Colour Selections
Organize Your Visuals
Design Your Visuals
Revise, Proofread, and Evaluate Your Slide Show
Use Slides Effectively in Front of an Audience
Polishing Your Delivery and Following Up
Consider Your Delivery Method
Consider Delivery Techniques
Summary of Learning Objectives
Chapter Review
Critical Thinking
Activities and Cases
The Job Search,
Résumés, and Cover Letters
Preparing for Employment
Identify Your Interests
Assess Your Qualifications
Explore Career Opportunities
Searching for Jobs in the Open and Hidden
Markets
Use Leading “Open Market” Employment Sites
Go Beyond the Big Employment Sites
Use LinkedIn and Other Social Networking Sites
Network to Find “Hidden Market” Opportunities
Building a Personal Brand
Creating Persuasive Résumés
Choose a Résumé Style
Decide on Length
Organize Your Information Under Headings
Online Résumé Reading Patterns
Polish Your Résumé and Keep It Honest
Proofread Your Résumé
Increasing Your Chances With Digital Tools
Get Your Résumé Selected: Maximize Keyword Hits
Expand Your Résumé’s Appeal: Add Video
Translate Into Pictures: The Infographic Résumé
Submitting Your Résumé
Persuasive Cover Letters
Gain Attention in the Opening
Build Interest in the Body
Motivate Action in the Closing
Avoid “I” Dominance
Send Your Cover Letter by Email
Summary of Learning Objectives
Chapter Review
Critical Thinking
Activities and Cases
Interviews and Follow-Up
Purposes and Types of Employment Interviews
Purposes of Employment Interviews
Types of Employment Interviews
Before the Interview
Use Professional Phone Techniques
Make the First Conversation Impressive
Research the Target Company
Prepare and Practise
Get to Your Interview
Fight Fear
During the Interview
Send Positive Nonverbal Messages and Act
Professionally
Answer Typical Questions Confidently
Ask Your Own Questions
End Positively
After the Interview
Thank Your Interviewer
Contact Your References
Follow Up
Other Employment Documents
Application Form
Application or Résumé Follow-Up Message
Rejection Follow-Up Message
Job Acceptance and Rejection Messages
Resignation Letter
Summary of Learning Objectives
Chapter Review
Critical Thinking
Activities and Cases
Communicating for Employment
Appendixes
Appendix A: A Guide to Document Formats
Appendix B: Correction Abbreviations and
Proofreading Marks
Appendix C: Documentation Formats
Appendix D: Style in Writing
Grammar/Mechanics Handbook
Key to Grammar/Mechanics Checkups
Notes