Essentials of Business Communication, 11th edition PDF by Mary Ellen Guffey and Dana Loewy

By

Essentials of Business Communication, 11e

By Mary Ellen Guffey and Dana Loewy

Essentials of Business Communication 11e

Contents:

Unit 1 Business Communication

in the Digital Age

1 Succeeding in the Social and Mobile

Workplace 2

1-1 Mastering the Tools for Success in the

Twenty-First-Century Workplace 2

1-2 Developing Listening Skills 10

1-3 Learning Nonverbal Communication

Skills 12

1-4 Recognizing How Culture Influences

Communication 15

1-5 Becoming Interculturally Proficient 20

Summary of Learning Outcomes 23

Chapter Review 25

Critical Thinking 26

Activities and Cases 26

Grammar/Mechanics Checkup 1 31

Editing Challenge 1 32

Communication Workshop 33

Unit 2 The Writing Process in

the Information Age

2-1 Examining the Communication Process 36

2-2 Following the 3-x-3 Writing Process 38

2-3 Analyzing the Purpose and Anticipating

the Audience 41

2-4 Adapting to the Audience With Expert

Writing Techniques 44

2-5 Improving the Tone and Clarity

of a Message 47

Summary of Learning Outcomes 51

Chapter Review 52

Critical Thinking 53

Writing Improvement Exercises 54

Radical Rewrites 57

Activities 58

Grammar/Mechanics Checkup 2 59

Editing Challenge 2 60

Communication Workshop 61

3 Organizing and Drafting Business Messages 62

3-1 Drafting Workplace Messages 62

3-2 Organizing Information to Show

Relationships 65

3-3 Drafting With Powerful Sentences 67

3-4 Mastering Four Skillful Writing

Techniques 70

3-5 Drafting Well-Organized, Effective

Paragraphs 74

Summary of Learning Outcomes 76

Chapter Review 77

Critical Thinking 78

Writing Improvement Exercises 78

Radical Rewrites 83

Grammar/Mechanics Checkup 3 84

Editing Challenge 3 85

Communication Workshop 86

4 Revising Business Messages 87

4-1 Stopping to Revise: Applying Phase 3 of the Writing Process 87

4-2 Enhancing Message Clarity 92

4-3 Using Document Design to Improve Readability 95

4-4 Catching Errors With Careful Proofreading 98

4-5 Evaluating the Effectiveness of Your

Message 101

Summary of Learning Outcomes 102

Chapter Review 103

Critical Thinking 103

Writing Improvement Exercises 104

Radical Rewrites 109

Grammar/Mechanics Checkup 4 110

Editing Challenge 4 111

Communication Workshop 112

Unit 3 Workplace Communication

5 Short Workplace Messages and Digital Media 114

5-1 Writing Digital Age E-Mail Messages and Memos 114

5-2 Workplace Messaging and Texting 120

5-3 Making Podcasts and Wikis Work for Business 124

5-4 Blogging for Business 127

5-5 Social Networking for Business 131

Summary of Learning Outcomes 134

Chapter Review 136

Critical Thinking 137

Writing Improvement Exercises 138

Radical Rewrites 140

Activities and Cases 141

Grammar/Mechanics Checkup 5 147

Editing Challenge 5 148

Communication Workshop 149

6 Positive and Neutral Messages 150

6-1 Routine Messages: E-Mails, Memos,

and Letters 150

6-2 Typical Request, Response, and Instruction

Messages 153

6-3 Direct Claims and Complaints 159

6-4 Adjustment Messages 163

6-5 Goodwill Messages 166

Summary of Learning Outcomes 170

Chapter Review 171

Critical Thinking 172

Writing Improvement Exercises 173

Activities and Cases 177

Grammar/Mechanics Checkup 6 183

Editing Challenge 6 184

Communication Workshop 185

7 Negative Messages 186

7-1 Communicating Negative News

Effectively 186

7-2 Analyzing Negative News Strategies 187

7-3 Composing Effective Negative

Messages 191

7-4 Refusing Typical Requests and Claims 197

7-5 Managing Bad News Within Organizations 201

Summary of Learning Outcomes 206

Chapter Review 207

Critical Thinking 208

Writing Improvement Exercises 208

Radical Rewrites 210

Activities and Cases 211

Grammar/Mechanics Checkup 7 216

Editing Challenge 7 217

Communication Workshop 218

8 Persuasive Messages 219

8-1 Understanding Persuasion in a Social and Mobile Age 219

8-2 Planning and Writing Persuasive

Requests 221

8-3 Writing Effective Persuasive Claims

and Complaints 222

8-4 Crafting Persuasive Messages in Digital Age

Organizations 224

8-5 Creating Effective Sales Messages in Print

and Online 228

Summary of Learning Outcomes 237

Chapter Review 238

Critical Thinking 239

Writing Improvement Exercises 239

Radical Rewrites 240

Activities and Cases 243

Grammar/Mechanics Checkup 8 248

Editing Challenge 8 249

Communication Workshop 250

Unit 4 Business Reports and

Proposals—

Best Practices

9 Informal Reports 252

9-1 Preparing Reports in the Digital Age 252

9-2 Report Formats and Heading Levels 256

9-3 Identifying the Problem, Defining

the Purpose, and Collecting Data 259

9-4 Preparing Short Informational Reports 262

9-5 Preparing Short Analytical Reports 268

Summary of Learning Outcomes 276

Chapter Review 277

Critical Thinking 278

Activities and Cases 278

Grammar/Mechanics Checkup 9 281

Editing Challenge 9 283

Communication Workshop 284

10 Proposals and Formal Reports 285

10-1 Preparing Business Proposals 285

10-2 Preparing Formal Business Reports 291

10-3 Collecting Information Through Primary and

Secondary Research 294

10-4 Documenting Information 300

10-5 Incorporating Meaningful Visual Aids

and Graphics 303

10-6 Understanding Formal Report

Components 308

Summary of Learning Outcomes 312

Chapter Review 313

Critical Thinking 314

Activities and Cases 315

Grammar/Mechanics Checkup 10 320

Editing Challenge 10 321

Communication Workshop 322

Unit 5 Professionalism, Teamwork,

Meetings, and Speaking

Skills

11 Professionalism at Work: Business Etiquette, Ethics,

Teamwork, and Meetings 326

11-1 Developing Professionalism and Business

Etiquette Skills at the Office and Online 326

11-2 Communicating Face-to-Face on the Job 330

11-3 Following Professional Telephone and Voice

Mail Etiquette 335

11-4 Adding Value to Professional Teams 338

11-5 Planning and Participating in Face-to-Face

and Virtual Meetings 343

Summary of Learning Outcomes 350

Chapter Review 351

Critical Thinking 353

Activities and Cases 353

Grammar/Mechanics Checkup 11 358

Editing Challenge 11 360

Communication Workshop 361

12 Business Presentations 362

12-1 Creating Effective Business

Presentations 362

12-2 Organizing Content to Connect

With Audiences 365

12-3 Understanding Contemporary Visual

Aids 371

12-4 Preparing Engaging Multimedia

Presentations 374

12-5 Polishing Your Delivery and Following

Up 380

Summary of Learning Outcomes 384

Chapter Review 385

Critical Thinking 386

Activities and Cases 386

Grammar/Mechanics Checkup 12 392

Editing Challenge 12 394

Communication Workshop 395

Unit 6 Employment

Communication

13 The Job Search, Résumés, and Cover

Messages 398

13-1 Job Searching in the Digital Age 398

13-2 Developing a Job-Search Strategy Focused on

the Open Job Market 402

13-3 Unlocking the Hidden Job Market

With Networking 404

13-4 Customizing Your Résumé 409

13-5 Using Digital Tools to Enhance Your Job

Search 421

13-6 Cover Messages—Do They Still Matter? 425

Summary of Learning Outcomes 433

Chapter Review 435

Critical Thinking 436

Radical Rewrites 436

Activities and Cases 438

Grammar/Mechanics Checkup 13 441

Editing Challenge 13 442

Communication Workshop 443

14 Interviewing and Following Up 444

14-1 Interviewing Effectively in Today’s

Competitive Job Market 444

14-2 Before the Interview 448

14-3 During the Interview 452

14-4 After the Interview 462

14-5 Preparing Additional Employment

Documents 465

Summary of Learning Outcomes 468

Chapter Review 470

Critical Thinking 471

Radical Rewrites 472

Activities and Cases 473

Grammar/Mechanics Checkup 14 479

Editing Challenge 14 480

Communication Workshop 481

Appendixes

Appendix A Document Format Guide A-1

Appendix B Documentation Formats B-1

Appendix C Correction Symbols and Proofreading Marks C-1

Appendix D Grammar/Mechanics Handbook D-1

End Matter

Notes N-1

Index I-1

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