Excellence in Business Communication / Edition 10

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Overview

Learn Business Communication Skills by Example.

Excellent, effective, and practical business communication skills are necessary in order to succeed in today’s business world. Excellence in Business Communication delivers an abundance of the most realistic model documents and tools, helping readers learn business communication skills by example.

The tenth edition is a more efficient, rigorously revised textbook that maintains solid coverage of fundamentals while focusing on today’s social media revolution and the impact it will have on readers’ future careers.

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Editorial Reviews

Booknews
This text covers foundations of business communication, the writing process, brief messages, reports and oral presentations, and employment messages. Learning features include on-the-job vignettes, Web links, profiles of business communication professionals, and many sample documents for analysis and critique. Other features include cases and questions and case-based exercises. This edition contains new material on writing for the Web and e-business communication. Also new are sidebars on intercultural communication, workplace ethics, career skills, and technology. Reorganization has reduced the number of chapters in this edition from 18 to 15. Annotation c. Book News, Inc., Portland, OR (booknews.com)
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Product Details

  • ISBN-13: 9780132719049
  • Publisher: Prentice Hall
  • Publication date: 1/17/2012
  • Edition description: Older Edition
  • Edition number: 10
  • Pages: 672
  • Sales rank: 157,545
  • Product dimensions: 8.40 (w) x 10.70 (h) x 1.00 (d)

Meet the Author

Courtland L. Bovée and John V. Thill have been leading textbook authors for more than

two decades, introducing millions of students to the fields of business and business communication.

Their award-winning texts are distinguished by proven pedagogical features,

extensive selections of contemporary case studies, hundreds of real-life examples, engaging

writing, thorough research, and a unique integration of print and electronic resources. Each

new edition reflects the authors’ commitment to continuous refinement and improvement,

particularly in terms of modeling the latest practices in business and the use of technology.

Professor Bovée has 22 years of teaching experience at Grossmont College in San

Diego, where he has received teaching honors and was accorded that institution’s C. Allen

Paul Distinguished Chair. Mr. Thill is a prominent communications consultant who has

worked with organizations ranging from Fortune 500 multinationals to entrepreneurial

start-ups. He formerly held positions with Pacific Bell and Texaco.

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Read an Excerpt

Preface

Only One Text Gives Students Experience "On the Job"

Each chapter opens with an exclusive feature, "On the job: FACING A COMMUNICATION DILEMMA." This slice-of-life vignette summarizes a communication problem being faced by an actual company, such as American Express, Home Depot, the U.S. Mint, Patagonia, and Dell Computer. The solution to the dilemma is found in the concepts presented in the chapter, and the featured company reappears from time to time throughout the chapter to dramatize the connection between chapter principles and life on the job.

But we don't stop there. Each chapter ends with another exclusive feature, "On the job: SOLVING A COMMUNICATION DILEMMA." These simulations expand on the chapter-opening dilemma and are set within the featured company. Students are asked to solve situational problems by applying the principles discussed in the text, by making decisions about the communication process, and by selecting the best alternatives from the choices offered.

Not only do these simulations give students the opportunity to practice real-world decision making, they also tie the textual information to real-life examples, providing a concrete basis for analyzing the chapter principles. This feature provides a dimension of reality unmatched by other textbooks in the field.

New Features in This Edition

A Greater Emphasis on Process and Product

We have reorganized the material in many of the text's chapters into a series of three easy-to-follow steps: planning, writing, and completing business messages. Students will `appreciate this practical strategy forsolving 'communication problems and creating well-crafted communication products. The three-step process is explained in detail (Chapters 4-6) before it is applied to specific types of business messages: letters, memos, and e-mail messages (Chapters 7-9); reports and proposals (Chapters 10-12), and speeches and oral presentations (Chapter 13). The three-step writing process even serves as the framework for writing employment messages (Chapters 14-15).

Writing for the Web

Writing for the Web is quite different from writing for print, so anyone who wants to be an effective Web writer must learn new skills. Discussed briefly in Chapters 1 and 4, writing for the Web is covered more fully in Chapter 5, which also includes a checklist. In addition, an "Effective E-Business Communication" feature is included in each chapter of the text. Using real company Web pages as examples, these features present important Web-writing guidelines and include two discussion questions. Topics include:

  • Get to the Point–Quickly (Southwest Airlines)
  • Calling a Meeting in Cyberspace (WebEx)
  • Putting the World in the Web (REI)
  • Design Messages for Easy Navigation (UPS)
  • Annual Reports in Cyberspace (Compaq)
  • Speeches That Live On and On (Sears)

Special Feature Sidebars

Boxed and strategically placed within each chapter, special-feature sidebars extend the chapter material. We've included discussion questions at the end of each special feature to give students numerous opportunities to analyze business communication principles and practices. These special features center on four well-integrated themes:

Achieving Intercultural Communication: Tested techniques help students communicate successfully in the global arena and in the culturally diverse business world at home. Cultural issues are well explored in special features such as:

  • Test Your Intercultural Knowledge
  • Communicating with a Global Audience on the Web
  • Good Ways to End Bad News Around the World

Promoting Workplace Ethics: By examining critical ethical issues that face business communicators in today's workplace, students gain instruction on how to identify areas of ethical vulnerability, how to steer clear of ethical perils, and when to seek ethical advice. Special features include a wide range of topics such as:

  • Spin Cycle: Deciphering Corporate Doublespeak
  • Recommendation Letters: What's Right to Write?
  • Inflating Your Résumé: Is It Worth the Risk?

Sharpening Your Career Skills: Practical pointers and confidence-building guidelines help students improve their writing and speaking skills. Special features help students strengthen their career skills by exploring such topics as:

  • Beating Writer's Block: Nine Workable Ideas to Get Words Flowing
  • How to Proofread Like a Pro
  • Interview Strategies: Answering the 16 Toughest Questions

Using the Power of Technology: Specific techniques offer students guidance for using technological applications to improve business communication. Special features present a well-balanced selection of technological topics, including:

  • Elements of Cyberstyle
  • Spam: Putting a Lid on It
  • Netting a Job on the World Wide Web

Streamlined and Reorganized Text

This edition streamlines and reorganizes the text, reducing the number of regular chapters from 18 to 15, making it easier to cover the entire text in one term. Material previously covered in Chapters 1 and 2 has been combined into Chapter 1. The chapter on writing direct requests has been combined with the chapter on writing routine, good-news, and goodwill letters—shortening the letter-writing chapters from four to three. The discussion of interpersonal communication skills such as listening and working in teams has been expanded and moved to Chapter 2. And the discussion of the writing process now begins one chapter earlier.

Trademark Features — All Updated for This Edition

Up-to-Date Internet Resources

The World Wide Web contains a wealth of valuable resources. To acquaint students with Web sites that relate to the content of Excellence in Business Communication, each chapter includes a Going Online feature that describes an especially useful Web site.

Students can access the site by using the URL provided or by visiting the Web site for this text, where live links take students straight to the site of their choice.

Examples of the Going Online feature include:

  • Write Is Right: Rethink and Revise
  • Announcing an Employee Layoff. How to Write a Termination Notice
  • Influence an Official and Promote Your Career
  • Pointers for Business Plans
  • Post an Online Resume

To give students practice exploring the rich resources of the Web, Going Online Exercises are included at the end of each chapter. These exercises are directly tied to the Going Online sites showcased within the chapters. Moreover, students can access online instructions for completing these exercises

Gallery o f Business Communication Professionals

Another unique feature of this text is the inclusion of full-color photographs with incisive captions that focus on 30 highly successful communication professionals from business, industry, government, and the media. Among the new individuals featured are Meg Whitman (eBay), Martha Stewart (Martha Stewart Living Omnimedia), Gerald Levin (AOL Time Warner), Andrea Jong (Avon), Curly Fiorina (Hewlett-Packard), and Sherry Lansing (Paramount Studios).

Strategically placed in the margins throughout each chapter, these captions with accompanying photographs expand the amount of insight to be gained from this book. Each caption relates specifically to the text and adds a new dimension to student learning by giving a communication expert's view about a particular aspect of business communication.

Example After Example of Letters, Memos, E-Mail Messages, and Reports

This text contains outstanding examples of documents from numerous types of organizations and from people working in a variety of functional areas. Many of these documents are fully formatted, and some are presented on the letterhead of well known companies. Accompanying analyses help students see precisely how to apply the principles discussed in the text. Poor and improved examples illustrate common errors and effective techniques for correcting them.

The report-writing chapters give numerous examples too. And the last chapter of the report unit illustrates the step-by-step development of along report, which appears in its entirety to show how all the parts fit together.

Real-World Issues

The boundaries of business communication are always expanding. In addition to covering all the traditional subjects, Excellence in Business Communication, Fifth Edition, provides material to help students manage these important current sues in business communication:

  • Ethics. Taking an ethical position in the face of pressures and temptations requires more than courage—it requires strong communication skill.
  • Communication Barriers. The shift toward a service economy means that more and more careers will depend on interpersonal skills, making it vital for people to overcome communication barriers.
  • Cultural Diversity. The changing nature of the domestic work force requires strong communication skills to relate to older workers, women, members of various socioeconomic groups, immigrants, and others. Also, strong skills are needed to communicate effectively with people from other cultures.
  • Communication Technology. More and more face-to-face interactions are giving way to interactions with and through computers. And this trend will continue. To survive in today's business world, students must master high-tech communication skills.
  • Law. The increasing tendency of people to sue makes it important to understand the legal implications of written and oral communication.
  • Employment Search. More and more people are making radical mid-career job changes, whether by choice or because their companies are downsizing and ^ , flattening hierarchies. These people need to master new communication skills to compete in today's job market.
  • Communication Versatility. Small businesses create most of the new jobs and employ more people than large corporations do. Since these small businesses are unable to support communication specialists for specific jobs, people working for them need to be versatile in their communication skills.

Real-World Competencies—SCANS Secretary's Commission on Achieving Necessary Skills

Like no other business communication text, this edition emphasizes the skills and competencies necessary for students to make the transition from academia to the workplace. As described in the SCANS report from the Department of Labor, it is essential that students meet national standards of academic and occupational skill. To help accomplish the SCANS goal, this text offers a wide variety of interactive pedagogy (much of which is grounded in real-world situations).

Checklists

To help students organize their thinking when they begin a communication project, make decisions as they write, and check their own work, we've included numerous checklists throughout the book. In the Fifth Edition, we've streamlined and condensed them to increase their usefulness. Appearing as close as possible to the related discussion, these checklists are reminders, not "recipes." They provide useful guidelines for writing, without limiting creativity.

Documents for Analysis

In this textbook we have provided a wide selection of documents that students can critique and revise. Documents include letters, memos and e-mail messages, a letter of application, and a résumé. This hands-on experience in analyzing and improving sample documents will help students revise their own business messages.

In-Depth Critiques

You will find up-to-date sample documents, many collected in our consulting work. All In-Depth Critiques are introduced in the text (identifying the particular business situation being illustrated), and all are accompanied by margin comments that point to specific letter parts to help students see precisely how to apply the principles discussed in the text. Many samples are also accompanied by a three-step-writing-process graphic that gives students important insights into planning, writing, and completing the specific document shown.

Additional documents are displayed in text, some including poor and improved examples to illustrate common errors and active techniques for correcting them.

Exercises and Cases

A wealth of new exercises and cases (almost all companies featured are real) provide assignments like those that students will most often face at work. Many of them are memo-writing and email tasks. New in the Fifth Edition, each exercise is labeled as to its type, such as "Team," "Ethical Choices," "Self-Assessment," or "Internet." The exercises and cases deal with all types and sizes of organizations, both domestic and international. Each chapter also includes exercises and cases that require access to the World Wide Web, giving students practice with this fast-growing communication technology.

The cases are yet another tool for demonstrating the role of communication in the business world. Examples include:

  • Midnight mission: Thank-you letter at The Blue Marble Bookstore
  • Reverse migration: Letter requesting letter of recommendation for "dot-com" dropout
  • Tethered SwimCords: Letter to Italian sports retailer returning order
  • Air rage fiasco: Letter requesting refund from British Airways
  • Travel turnaround: E-mail message at Travelfest convincing your boss to expand client services

Learning Objectives

Chapter-opening learning objectives are clearly stated to signal important concepts that students are expected to master. In addition, the numbered objectives reappear in the text margins, close to the relevant material. Moreover, the end-of-chapter "Summary of Learning Objectives" reinforces basic concepts by capsulizing chapter highlights for students.

Margin Notes

To reinforce learning, the book's margins contain short summary statements that highlight key points of Excellence in Business Communication, Fifth Edition. These notes are no substitute for reading the chapters, but they help students quickly get the gist of a section, review a chapter, and locate areas of greatest concern.

End-of-Chapter Questions

The end-of-chapter questions (225) are divided into two types: Test Your Knowledge (review questions), and Apply Your Knowledge (application questions). One application question in each chapter focuses on ethics and is labeled "Ethical Choices."

The end-of-chapter questions are designed to get students thinking about the concepts introduced in each chapter. The questions may also prompt students to stretch their learning beyond the chapter content. Not only will students find them useful in studying for examinations, but the instructor may also draw on them to promote classroom discussion of issues that have no easy answers.

Appendixes

Excellence in Business Communication, Fifth Edition, contains four appendixes: Appendix A, "Format and Layout of Business Documents," discusses in one convenient place the formatting for all types of documents. Appendix B, "Documentation of Report Sources," gives basic guidelines for handling reference citations, bibliographies, and source notes. Appendix C, "Fundamentals of Grammar and Usage," is a primer in brief, presenting the basic tools of language. Appendix D, "Correction Symbols," provides convenient symbols for students to use when revising documents.

Indexes

To assist students and instructors in locating information as conveniently as possible, two types of indexes are included in the book: an Organization/Company/Brand Index and a Subject Index.

Book Design

This book's state-of-the-art design is based on extensive research and invites students to delve into the content. It also makes reading easier, reinforces learning, and increases comprehension. For example, the special features do not interfere with the flow of text material, a vital factor in maintaining attention and concentration. The design of this book, like much communication, has the simple objective of gaining interest and making a point.

An Unparalleled Supplements Package Offers a Fully Integrated Teaching System

The instructional resource package accompanying this text is specially designed to simplify the task of teaching and learning. Several new and exciting items have been added.

All-New! Instructor's Resource Manual

This comprehensive paperback book is an instructor's tool kit. Among its many teaching aids, this manual provides a section about collaborative writing, suggested solutions to exercises, suggested solutions and fully formatted letters for every case in the letter-writing chapters, and a grammar pretest and posttest.

This all-new, comprehensive manual contains a set of completely integrated support materials. It is designed to assist instructors in quickly finding and assembling the resources available for each chapter of the text and includes the following new material:

  • Course planning guide
  • Collaborative writing guide
  • Diagnostic tests of English skills
  • Chapter outline
  • Changes to the new edition
  • Detailed lecture outlines keyed to the transparency acetates
  • Answers to all end-of-chapter questions and assignments
  • Solutions to all cases and exercises

Test Item File

The Test Item File contains approximately 1,500 questions, all of which have been carefully reviewed to provide a fair , structured program of evaluation. The questions for each chapter consist of a comprehensive set of multiple-choice, true/false, and fill-in questions. The Test Item File reinforces students' understanding of key terms and concepts and requires them to apply their critical-thinking and analytical skills.

All New! Prentice Hall's Computerized Test Manager 4.2—ESATEST 2000 (Windows Version)

Our user-friendly software allows you to generate error-free tests quickly and easily by previewing questions individually on the screen and then selecting randomly by query or by number. The Computerized Test Manager allows you to generate random tests with our extensive bank of questions. You can also edit our questions/answers and even add some of your own. You can create an exam, administer it traditionally or online, and analyze your success with the simple click of the mouse. The newest version of our Computerized Test Manager, ESATEST 2000, has been improved to provide users with a vast array of new options. Enhancements now allow you to:

  • Import Test Questions from Word Processors
  • Import/Export Tests
  • Correlate Charts
  • Select by Query
  • Select by Review (redesigned)
  • Select by Criteria
  • Archive Database Capability
  • Analyze Test Bank Items
  • Export Grades to Excel
  • Weight Grades
  • Record Grades in a New Spreadsheet
  • Format and Create a Grade Database
  • Control Online Testing

All-New! Telephone Test Preparation

For those instructors who prefer not to use the Computerized Test Manager, Prentice Hall provides a special 800 call-in service for ease of use. All you need to do is call the 800 Testing Help Desk to have a customized test created. The test can then be delivered by email, U.S. mail, or overnight carrier.

All-New! Color Acetate Transparency Program

A set of 140 large-type transparency acetates are available to instructors on request. These visuals help bring concepts alive in the classroom and provide a starting point for discussing communication techniques. All transparencies are keyed to the Instructor's Resource Manual. Many contrast poor and improved solutions to featured cases from the textbook.

All-New! PowerPoint Presentation

Enhance your classroom presentations with this well-developed PowerPoint presentation set created byJimidene Murphey, Clarendon College. The colorful text-specific electronic slides highlight and reinforce the important concepts of the text. Free to adopters, PowerPoint slides are available on CD or can be downloaded from the instructor's Resource Web site.

Study Guide

A Study Guide for Excellence in Business Communication by Jimidene Murphy, Clarendon College, is designed to increase your students' comprehension of the concepts presented in this text. The guide provides chapter-by-chapter explanations and exercises designed to reinforce comprehension of key terms and concepts and to promote concept-application skills.

Mastering Business Communication: The Perils o f Pauline, 2.0

Let students learn valuable lessons about communicating effectively in a variety of business situations prior to experiencing them first-hand. The Perils of Pauline is an exciting interactive CD that uses custom video scenarios linked with exercises and activities. These tools allow your students to help Pauline, a recent college graduate, lea) with real-world communication predicaments on her first job. Twelve individual episodes are featured, each including unique video scenarios that set up the episode, interactive exercises that offer feedback based on student decisions, video conclusions ~r both good and bad endings, and stimulating discussion questions. This CD can be packaged with the text for a nominal fee.

Communicution Briefings Video Series and Video Guide

Accompanying the text is a series of videos from Communication Briefings, a firm known for its monthly newsletter and its informative videos. The video set is available without charge to adopters of Excellence in Business Communication. Included in the series are the following videos:

  • Everyone's Teamwork Role
  • Communicating for Results: How to Be Clear, Concise, and Credible
  • Better Business Grammar
  • Make the Phone Work for You
  • Listen and Win: How to Keep Customers Coming Back
  • How to See Opportunity in a Changing Workplace
  • Resolving Conflict: Strategies for a Winning Team
  • Make Presentations Work for You

In addition, a separate video guide is available. Features include synopses of each video and discussion questions. To order the set, please call.

Business Communication Update Newsletter for Faculty

Delivered exclusively by e-mail every month, this newsletter provides interesting materials that can be used in class and offers a wealth of practical ideas about teaching methods.

Authors' E-Mail Hotline for Faculty

Integrity, excellence, and responsiveness are our hallmarks. This means providing you with the textbooks that are academically sound, creative, timely, and sensitive to instructor and student needs. As an adopter of Excellence in Business Communication, you are invited to use our E-Mail Hotline. We want to be sure you're completely satisfied, so if you ever have a question or concern related to the text or its supplements, please e-mail us. We'll get back to you as quickly as possible.

Introducing the myPhlip Companion Web Site for Excellence in Business Communication, Fifth Edition

The myPhlip (Prentice Hall's Learning on the Internet Partnership) Companion Web site is your personal guide to the free online resources for your book. It's the most advanced, text-specific site available on the Web!

Featuring one-click access to all of the resources created by an award-winning team of educators, here is a preview of its exciting features.

  • myPHLIP pages—Your personal access page unites all your myPHLIP texts.
  • Notes—Add personal notes to our resources for personal reminders and references.
  • Messages—Instructors can send messages to individual students or to all students linked to a course.
  • Student Resources—Add premium PHLIP resources for your students to view and download (such as PowerPoint slides, videos, and spreadsheets).
  • Business Headlines—Check out links to articles in today's business news.
  • Search—Search all PHLIP resources for relevant articles and exercises.
  • Instructor's Manual—For instructors, the myPHLIP Instructor's Manual provides tips and suggestions from our PHLIP faculty for integrating PHLIP resources into your course.
  • Current Events—These articles and exercises, linked to relevant chapters, are added throughout the year. Each article is summarized by our team of expert professors. Group activities, critical thinking questions, discussion questions, and reference citations follow each article, all supported by instructor materials.
  • Study Guide—An interactive, online study guide written by William Peirce, Prince Georges Community College, offers a wide variety of self-assessment questions for every chapter. Results from the automatically graded questions for every chapter provide immediate feedback for students that can be e-mailed to the instructor for extra credit or serve as practice exams.
  • Research Area—Let myPHLIP save you time finding the most valuable and relevant material available on the Web. With a compilation of the best search tools currently available, plus links to virtual libraries, students and instructors can quickly and efficiently search the Web for just the right piece of information.
  • Internet Resources—Links connect you to discipline-specific sites, including preview information that allows you to review site information before viewing the site, ensuring that you visit the best available business resources found by our learning community.

For the Student

  • Talk to the Tutor has virtual office hours that allow students to post questions from any supported discipline and receive responses from the dedicated PH LIP/CW faculty team.
  • Writing Resource Center is an online writing center that provides links to online directories, thesauruses, writing tutors, style and grammar guides, and additional tools.
  • Career Resource Center helps students access career information, view sample résumés, even apply for jobs online.
  • Study Tips is an area for students to learn to develop better study skills.

For the Instructor

  • Syllabus Manager—An improved online syllabus manager is an easy-to-use program that allows faculty to create online custom syllabuses hosted by Prentice Hall servers. Syllabus Manager provides instructors with a step-by-step process to create and revise syllabuses, with direct links into Companion Web Sites and other online content. Changes you make to your syllabus are immediately available to your students at their next login. Your students need only know the Web address for the Companion Web site, and the password you've assigned to your syllabus, and they may log on to your syllabus during any study session.
  • Teaching Resources include resources contributed by professors throughout the world, including teaching tips, techniques, academic papers, and sample syllabuses.
  • Talk to the Team is a moderated faculty chat room.
  • Online Faculty Support is a password-protected area that provides faculty with the most current and advanced support material available, including downloadable supplements, additional cases, articles, links, and suggested answers to Current Events Activities.
  • What's New gives you one-click access to all newly posted PHLIP resources.
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Table of Contents

Part 1: Understanding the Foundations of Business Communication

Chapter 1: Achieving Success Through Effective Business Communication

Chapter 2: Mastering Team and Interpersonal Skills

Chapter 3: Communicating in a World of Diversity

Part 2: Applying the Three-Step Writing Process

Chapter 4: Planning Business Messages

Chapter 5: Writing Business Messages

Chapter 6: Completing Business Messages

Part 3: Crafting Brief Messages

Chapter 7: Crafting Messages for Electronic Media

Chapter 8: Writing Routine and Positive Business Messages

Chapter 9: Writing Negative Messages

Chapter 10: Writing Persuasive Messages

Part 4: Preparing Reports and Oral Presentations

Chapter 11: Planning Reports and Proposals

Chapter 12: Writing Reports and Proposals

Chapter 13: Completing Reports and Proposals

Chapter 14: Developing Oral Presentations

Part 5: Writing Employment Messages and Interviewing for Jobs

Chapter 15: Building Careers and Writing Résumés

Chapter 16: Applying and Interviewing for Employment

Read More Show Less

Preface

Only One Text Gives Students Experience "On the Job"

Each chapter opens with an exclusive feature, "On the job: FACING A COMMUNICATION DILEMMA." This slice-of-life vignette summarizes a communication problem being faced by an actual company, such as American Express, Home Depot, the U.S. Mint, Patagonia, and Dell Computer. The solution to the dilemma is found in the concepts presented in the chapter, and the featured company reappears from time to time throughout the chapter to dramatize the connection between chapter principles and life on the job.

But we don't stop there. Each chapter ends with another exclusive feature, "On the job: SOLVING A COMMUNICATION DILEMMA." These simulations expand on the chapter-opening dilemma and are set within the featured company. Students are asked to solve situational problems by applying the principles discussed in the text, by making decisions about the communication process, and by selecting the best alternatives from the choices offered.

Not only do these simulations give students the opportunity to practice real-world decision making, they also tie the textual information to real-life examples, providing a concrete basis for analyzing the chapter principles. This feature provides a dimension of reality unmatched by other textbooks in the field.

New Features in This Edition

A Greater Emphasis on Process and Product

We have reorganized the material in many of the text's chapters into a series of three easy-to-follow steps: planning, writing, and completing business messages. Students will 'appreciate this practical strategy for solving 'communicationproblems and creating well-crafted communication products. The three-step process is explained in detail (Chapters 4-6) before it is applied to specific types of business messages: letters, memos, and e-mail messages (Chapters 7-9); reports and proposals (Chapters 10-12), and speeches and oral presentations (Chapter 13). The three-step writing process even serves as the framework for writing employment messages (Chapters 14-15).

Writing for the Web

Writing for the Web is quite different from writing for print, so anyone who wants to be an effective Web writer must learn new skills. Discussed briefly in Chapters 1 and 4, writing for the Web is covered more fully in Chapter 5, which also includes a checklist. In addition, an "Effective E-Business Communication" feature is included in each chapter of the text. Using real company Web pages as examples, these features present important Web-writing guidelines and include two discussion questions. Topics include:

  • Get to the Point–Quickly (Southwest Airlines)
  • Calling a Meeting in Cyberspace (WebEx)
  • Putting the World in the Web (REI)
  • Design Messages for Easy Navigation (UPS)
  • Annual Reports in Cyberspace (Compaq)
  • Speeches That Live On and On (Sears)

Special Feature Sidebars

Boxed and strategically placed within each chapter, special-feature sidebars extend the chapter material. We've included discussion questions at the end of each special feature to give students numerous opportunities to analyze business communication principles and practices. These special features center on four well-integrated themes:

Achieving Intercultural Communication: Tested techniques help students communicate successfully in the global arena and in the culturally diverse business world at home. Cultural issues are well explored in special features such as:

  • Test Your Intercultural Knowledge
  • Communicating with a Global Audience on the Web
  • Good Ways to End Bad News Around the World

Promoting Workplace Ethics: By examining critical ethical issues that face business communicators in today's workplace, students gain instruction on how to identify areas of ethical vulnerability, how to steer clear of ethical perils, and when to seek ethical advice. Special features include a wide range of topics such as:

  • Spin Cycle: Deciphering Corporate Doublespeak
  • Recommendation Letters: What's Right to Write?
  • Inflating Your Résumé: Is It Worth the Risk?

Sharpening Your Career Skills: Practical pointers and confidence-building guidelines help students improve their writing and speaking skills. Special features help students strengthen their career skills by exploring such topics as:

  • Beating Writer's Block: Nine Workable Ideas to Get Words Flowing
  • How to Proofread Like a Pro
  • Interview Strategies: Answering the 16 Toughest Questions

Using the Power of Technology: Specific techniques offer students guidance for using technological applications to improve business communication. Special features present a well-balanced selection of technological topics, including:

  • Elements of Cyberstyle
  • Spam: Putting a Lid on It
  • Netting a Job on the World Wide Web

Streamlined and Reorganized Text

This edition streamlines and reorganizes the text, reducing the number of regular chapters from 18 to 15, making it easier to cover the entire text in one term. Material previously covered in Chapters 1 and 2 has been combined into Chapter 1. The chapter on writing direct requests has been combined with the chapter on writing routine, good-news, and goodwill letters—shortening the letter-writing chapters from four to three. The discussion of interpersonal communication skills such as listening and working in teams has been expanded and moved to Chapter 2. And the discussion of the writing process now begins one chapter earlier.

Trademark Features — All Updated for This Edition

Up-to-Date Internet Resources

The World Wide Web contains a wealth of valuable resources. To acquaint students with Web sites that relate to the content of Excellence in Business Communication, each chapter includes a Going Online feature that describes an especially useful Web site.

Students can access the site by using the URL provided or by visiting the Web site for this text , where live links take students straight to the site of their choice.

Examples of the Going Online feature include:

  • Write Is Right: Rethink and Revise
  • Announcing an Employee Layoff. How to Write a Termination Notice
  • Influence an Official and Promote Your Career
  • Pointers for Business Plans
  • Post an Online Resume

To give students practice exploring the rich resources of the Web, Going Online Exercises are included at the end of each chapter. These exercises are directly tied to the Going Online sites showcased within the chapters. Moreover, students can access online instructions for completing these exercises

Gallery o f Business Communication Professionals

Another unique feature of this text is the inclusion of full-color photographs with incisive captions that focus on 30 highly successful communication professionals from business, industry, government, and the media. Among the new individuals featured are Meg Whitman (eBay), Martha Stewart (Martha Stewart Living Omnimedia), Gerald Levin (AOL Time Warner), Andrea Jong (Avon), Curly Fiorina (Hewlett-Packard), and Sherry Lansing (Paramount Studios).

Strategically placed in the margins throughout each chapter, these captions with accompanying photographs expand the amount of insight to be gained from this book. Each caption relates specifically to the text and adds a new dimension to student learning by giving a communication expert's view about a particular aspect of business communication.

Example After Example of Letters, Memos, E-Mail Messages, and Reports

This text contains outstanding examples of documents from numerous types of organizations and from people working in a variety of functional areas. Many of these documents are fully formatted, and some are presented on the letterhead of well known companies. Accompanying analyses help students see precisely how to apply the principles discussed in the text. Poor and improved examples illustrate common errors and effective techniques for correcting them.

The report-writing chapters give numerous examples too. And the last chapter of the report unit illustrates the step-by-step development of along report, which appears in its entirety to show how all the parts fit together.

Real-World Issues

The boundaries of business communication are always expanding. In addition to covering all the traditional subjects, Excellence in Business Communication, Fifth Edition, provides material to help students manage these important current sues in business communication:

  • Ethics. Taking an ethical position in the face of pressures and temptations requires more than courage—it requires strong communication skill.
  • Communication Barriers. The shift toward a service economy means that more and more careers will depend on interpersonal skills, making it vital for people to overcome communication barriers.
  • Cultural Diversity. The changing nature of the domestic work force requires strong communication skills to relate to older workers, women, members of various socioeconomic groups, immigrants, and others. Also, strong skills are needed to communicate effectively with people from other cultures.
  • Communication Technology. More and more face-to-face interactions are giving way to interactions with and through computers. And this trend will continue. To survive in today's business world, students must master high-tech communication skills.
  • Law. The increasing tendency of people to sue makes it important to understand the legal implications of written and oral communication.
  • Employment Search. More and more people are making radical mid-career job changes, whether by choice or because their companies are downsizing and ^ , flattening hierarchies. These people need to master new communication skills to compete in today's job market.
  • Communication Versatility. Small businesses create most of the new jobs and employ more people than large corporations do. Since these small businesses are unable to support communication specialists for specific jobs, people working for them need to be versatile in their communication skills.

Real-World Competencies—SCANS Secretary's Commission on Achieving Necessary Skills

Like no other business communication text, this edition emphasizes the skills and competencies necessary for students to make the transition from academia to the workplace. As described in the SCANS report from the Department of Labor, it is essential that students meet national standards of academic and occupational skill. To help accomplish the SCANS goal, this text offers a wide variety of interactive pedagogy (much of which is grounded in real-world situations).

Checklists

To help students organize their thinking when they begin a communication project, make decisions as they write, and check their own work, we've included numerous checklists throughout the book. In the Fifth Edition, we've streamlined and condensed them to increase their usefulness. Appearing as close as possible to the related discussion, these checklists are reminders, not "recipes." They provide useful guidelines for writing, without limiting creativity.

Documents for Analysis

In this textbook we have provided a wide selection of documents that students can critique and revise. Documents include letters, memos and e-mail messages, a letter of application, and a résumé. This hands-on experience in analyzing and improving sample documents will help students revise their own business messages.

In-Depth Critiques

You will find up-to-date sample documents, many collected in our consulting work. All In-Depth Critiques are introduced in the text (identifying the particular business situation being illustrated), and all are accompanied by margin comments that point to specific letter parts to help students see precisely how to apply the principles discussed in the text. Many samples are also accompanied by a three-step-writing-process graphic that gives students important insights into planning, writing, and completing the specific document shown.

Additional documents are displayed in text, some including poor and improved examples to illustrate common errors and active techniques for correcting them.

Exercises and Cases

A wealth of new exercises and cases (almost all companies featured are real) provide assignments like those that students will most often face at work. Many of them are memo-writing and email tasks. New in the Fifth Edition, each exercise is labeled as to its type, such as "Team," "Ethical Choices," "Self-Assessment," or "Internet." The exercises and cases deal with all types and sizes of organizations, both domestic and international. Each chapter also includes exercises and cases that require access to the World Wide Web, giving students practice with this fast-growing communication technology.

The cases are yet another tool for demonstrating the role of communication in the business world. Examples include:

  • Midnight mission: Thank-you letter at The Blue Marble Bookstore
  • Reverse migration: Letter requesting letter of recommendation for "dot-com" dropout
  • Tethered SwimCords: Letter to Italian sports retailer returning order
  • Air rage fiasco: Letter requesting refund from British Airways
  • Travel turnaround: E-mail message at Travelfest convincing your boss to expand client services

Learning Objectives

Chapter-opening learning objectives are clearly stated to signal important concepts that students are expected to master. In addition, the numbered objectives reappear in the text margins, close to the relevant material. Moreover, the end-of-chapter "Summary of Learning Objectives" reinforces basic concepts by capsulizing chapter highlights for students.

Margin Notes

To reinforce learning, the book's margins contain short summary statements that highlight key points of Excellence in Business Communication, Fifth Edition. These notes are no substitute for reading the chapters, but they help students quickly get the gist of a section, review a chapter, and locate areas of greatest concern.

End-of-Chapter Questions

The end-of-chapter questions (225) are divided into two types: Test Your Knowledge (review questions), and Apply Your Knowledge (application questions). One application question in each chapter focuses on ethics and is labeled "Ethical Choices."

The end-of-chapter questions are designed to get students thinking about the concepts introduced in each chapter. The questions may also prompt students to stretch their learning beyond the chapter content. Not only will students find them useful in studying for examinations, but the instructor may also draw on them to promote classroom discussion of issues that have no easy answers.

Appendixes

Excellence in Business Communication, Fifth Edition, contains four appendixes: Appendix A, "Format and Layout of Business Documents," discusses in one convenient place the formatting for all types of documents. Appendix B, "Documentation of Report Sources," gives basic guidelines for handling reference citations, bibliographies, and source notes. Appendix C, "Fundamentals of Grammar and Usage," is a primer in brief, presenting the basic tools of language. Appendix D, "Correction Symbols," provides convenient symbols for students to use when revising documents.

Indexes

To assist students and instructors in locating information as conveniently as possible, two types of indexes are included in the book: an Organization/Company/Brand Index and a Subject Index.

Book Design

This book's state-of-the-art design is based on extensive research and invites students to delve into the content. It also makes reading easier, reinforces learning, and increases comprehension. For example, the special features do not interfere with the flow of text material, a vital factor in maintaining attention and concentration. The design of this book, like much communication, has the simple objective of gaining interest and making a point.

An Unparalleled Supplements Package Offers a Fully Integrated Teaching System

The instructional resource package accompanying this text is specially designed to simplify the task of teaching and learning. Several new and exciting items have been added.

All-New! Instructor's Resource Manual

This comprehensive paperback book is an instructor's tool kit. Among its many teaching aids, this manual provides a section about collaborative writing, suggested solutions to exercises, suggested solutions and fully formatted letters for every case in the letter-writing chapters, and a grammar pretest and posttest.

This all-new, comprehensive manual contains a set of completely integrated support materials. It is designed to assist instructors in quickly finding and assembling the resources available for each chapter of the text and includes the following new material:

  • Course planning guide
  • Collaborative writing guide
  • Diagnostic tests of English skills
  • Chapter outline
  • Changes to the new edition
  • Detailed lecture outlines keyed to the transparency acetates
  • Answers to all end-of-chapter questions and assignments
  • Solutions to all cases and exercises

Test Item File

The Test Item File contains approximately 1,500 questions, all of which have been carefully reviewed to provide a fair , structured program of evaluation. The questions for each chapter consist of a comprehensive set of multiple-choice, true/false, and fill-in questions. The Test Item File reinforces students' understanding of key terms and concepts and requires them to apply their critical-thinking and analytical skills.

All New! Prentice Hall's Computerized Test Manager 4.2—ESATEST 2000 (Windows Version)

Our user-friendly software allows you to generate error-free tests quickly and easily by previewing questions individually on the screen and then selecting randomly by query or by number. The Computerized Test Manager allows you to generate random tests with our extensive bank of questions. You can also edit our questions/answers and even add some of your own. You can create an exam, administer it traditionally or online, and analyze your success with the simple click of the mouse. The newest version of our Computerized Test Manager, ESATEST 2000, has been improved to provide users with a vast array of new options. Enhancements now allow you to:

  • Import Test Questions from Word Processors
  • Import/Export Tests
  • Correlate Charts
  • Select by Query
  • Select by Review (redesigned)
  • Select by Criteria
  • Archive Database Capability
  • Analyze Test Bank Items
  • Export Grades to Excel
  • Weight Grades
  • Record Grades in a New Spreadsheet
  • Format and Create a Grade Database
  • Control Online Testing

All-New! Telephone Test Preparation

For those instructors who prefer not to use the Computerized Test Manager, Prentice Hall provides a special 800 call-in service for ease of use. All you need to do is call the 800 Testing Help Desk to have a customized test created. The test can then be delivered by email, U.S. mail, or overnight carrier.

All-New! Color Acetate Transparency Program

A set of 140 large-type transparency acetates are available to instructors on request. These visuals help bring concepts alive in the classroom and provide a starting point for discussing communication techniques. All transparencies are keyed to the Instructor's Resource Manual. Many contrast poor and improved solutions to featured cases from the textbook.

All-New! PowerPoint Presentation

Enhance your classroom presentations with this well-developed PowerPoint presentation set created byJimidene Murphey, Clarendon College. The colorful text-specific electronic slides highlight and reinforce the important concepts of the text. Free to adopters, PowerPoint slides are available on CD or can be downloaded from the instructor's Resource Web site at our site.

Study Guide

A Study Guide for Excellence in Business Communication by Jimidene Murphy, Clarendon College, is designed to increase your students' comprehension of the concepts presented in this text. The guide provides chapter-by-chapter explanations and exercises designed to reinforce comprehension of key terms and concepts and to promote concept-application skills.

Mastering Business Communication: The Perils o f Pauline, 2.0

Let students learn valuable lessons about communicating effectively in a variety of business situations prior to experiencing them first-hand. The Perils of Pauline is an exciting interactive CD that uses custom video scenarios linked with exercises and activities. These tools allow your students to help Pauline, a recent college graduate, lea) with real-world communication predicaments on her first job. Twelve individual episodes are featured, each including unique video scenarios that set up the episode, interactive exercises that offer feedback based on student decisions, video conclusions ~r both good and bad endings, and stimulating discussion questions. This CD can be packaged with the text for a nominal fee.

Communicution Briefings Video Series and Video Guide

Accompanying the text is a series of videos from Communication Briefings, a firm known for its monthly newsletter and its informative videos. The video set is available without charge to adopters of Excellence in Business Communication. Included in the series are the following videos:

  • Everyone's Teamwork Role
  • Communicating for Results: How to Be Clear, Concise, and Credible
  • Better Business Grammar
  • Make the Phone Work for You
  • Listen and Win: How to Keep Customers Coming Back
  • How to See Opportunity in a Changing Workplace
  • Resolving Conflict: Strategies for a Winning Team
  • Make Presentations Work for You

In addition, a separate video guide is available. Features include synopses of each video and discussion questions. To order the set, please call 1-800-388-8433.

Business Communication Update Newsletter for Faculty

Delivered exclusively by e-mail every month, this newsletter provides interesting materials that can be used in class and offers a wealth of practical ideas about teaching methods. To receive a complimentary subscription, send an e-mail. In the subject line, put "BCU Subscription Request." In the message area, please list your name and institutional affiliation.

Authors' E-Mail Hotline for Faculty

Integrity, excellence, and responsiveness are our hallmarks. This means providing you with the textbooks that are academically sound, creative, timely, and sensitive to instructor and student needs. As an adopter of Excellence in Business Communication, you are invited to use our E-Mail Hotline. We want to be sure you're completely satisfied, so if you ever have a question or concern related to the text or its supplements. We'll get back to you as quickly as possible.

Introducing the myPhlip Companion Web Site for Excellence in Business Communication, Fifth Edition

The myPhlip (Prentice Hall's Learning on the Internet Partnership) Companion Web site is your personal guide to the free online resources for your book and is located at our site. It's the most advanced, text-specific site available on the Web!

Featuring one-click access to all of the resources created by an award-winning team of educators, here is a preview of its exciting features.

  • myPHLIP pages—Your personal access page unites all your myPHLIP texts.
  • Notes—Add personal notes to our resources for personal reminders and references.
  • Messages—Instructors can send messages to individual students or to all students linked to a course.
  • Student Resources—Add premium PHLIP resources for your students to view and download (such as PowerPoint slides, videos, and spreadsheets).
  • Business Headlines—Check out links to articles in today's business news.
  • Search—Search all PHLIP resources for relevant articles and exercises.
  • Instructor's Manual—For instructors, the myPHLIP Instructor's Manual provides tips and suggestions from our PHLIP faculty for integrating PHLIP resources into your course.
  • Current Events—These articles and exercises, linked to relevant chapters, are added throughout the year. Each article is summarized by our team of expert professors. Group activities, critical thinking questions, discussion questions, and reference citations follow each article, all supported by instructor materials.
  • Study Guide—An interactive, online study guide written by William Peirce, Prince Georges Community College, offers a wide variety of self-assessment questions for every chapter. Results from the automatically graded questions for every chapter provide immediate feedback for students that can be e-mailed to the instructor for extra credit or serve as practice exams.
  • Research Area—Let myPHLIP save you time finding the most valuable and relevant material available on the Web. With a compilation of the best search tools currently available, plus links to virtual libraries, students and instructors can quickly and efficiently search the Web for just the right piece of information.
  • Internet Resources—Links connect you to discipline-specific sites, including preview information that allows you to review site information before viewing the site, ensuring that you visit the best available business resources found by our learning community.

For the Student

  • Talk to the Tutor has virtual office hours that allow students to post questions from any supported discipline and receive responses from the dedicated PH LIP/CW faculty team.
  • Writing Resource Center is an online writing center that provides links to online directories, thesauruses, writing tutors, style and grammar guides, and additional tools.
  • Career Resource Center helps students access career information, view sample résumés, even apply for jobs online.
  • Study Tips is an area for students to learn to develop better study skills.

For the Instructor

  • Syllabus Manager—An improved online syllabus manager is an easy-to-use program that allows faculty to create online custom syllabuses hosted by Prentice Hall servers. Syllabus Manager provides instructors with a step-by-step process to create and revise syllabuses, with direct links into Companion Web Sites and other online content. Changes you make to your syllabus are immediately available to your students at their next login. Your students need only know the Web address for the Companion Web site, and the password you've assigned to your syllabus, and they may log on to your syllabus during any study session.
  • Teaching Resources include resources contributed by professors throughout the world, including teaching tips, techniques, academic papers, and sample syllabuses.
  • Talk to the Team is a moderated faculty chat room.
  • Online Faculty Support is a password-protected area that provides faculty with the most current and advanced support material available, including downloadable supplements, additional cases, articles, links, and suggested answers to Current Events Activities.
  • What's New gives you one-click access to all newly posted PHLIP resources.
Read More Show Less

Introduction

Only One Text Gives Students Experience "On the Job"

Each chapter opens with an exclusive feature, "On the job: FACING A COMMUNICATION DILEMMA." This slice-of-life vignette summarizes a communication problem being faced by an actual company, such as American Express, Home Depot, the U.S. Mint, Patagonia, and Dell Computer. The solution to the dilemma is found in the concepts presented in the chapter, and the featured company reappears from time to time throughout the chapter to dramatize the connection between chapter principles and life on the job.

But we don't stop there. Each chapter ends with another exclusive feature, "On the job: SOLVING A COMMUNICATION DILEMMA." These simulations expand on the chapter-opening dilemma and are set within the featured company. Students are asked to solve situational problems by applying the principles discussed in the text, by making decisions about the communication process, and by selecting the best alternatives from the choices offered.

Not only do these simulations give students the opportunity to practice real-world decision making, they also tie the textual information to real-life examples, providing a concrete basis for analyzing the chapter principles. This feature provides a dimension of reality unmatched by other textbooks in the field.

New Features in This Edition

A Greater Emphasis on Process and Product

We have reorganized the material in many of the text's chapters into a series of three easy-to-follow steps: planning, writing, and completing business messages. Students will `appreciate this practical strategy forsolving 'communication problems and creating well-crafted communication products. The three-step process is explained in detail (Chapters 4-6) before it is applied to specific types of business messages: letters, memos, and e-mail messages (Chapters 7-9); reports and proposals (Chapters 10-12), and speeches and oral presentations (Chapter 13). The three-step writing process even serves as the framework for writing employment messages (Chapters 14-15).

Writing for the Web

Writing for the Web is quite different from writing for print, so anyone who wants to be an effective Web writer must learn new skills. Discussed briefly in Chapters 1 and 4, writing for the Web is covered more fully in Chapter 5, which also includes a checklist. In addition, an "Effective E-Business Communication" feature is included in each chapter of the text. Using real company Web pages as examples, these features present important Web-writing guidelines and include two discussion questions. Topics include:

  • Get to the Point–Quickly (Southwest Airlines)
  • Calling a Meeting in Cyberspace (WebEx)
  • Putting the World in the Web (REI)
  • Design Messages for Easy Navigation (UPS)
  • Annual Reports in Cyberspace (Compaq)
  • Speeches That Live On and On (Sears)

Special Feature Sidebars

Boxed and strategically placed within each chapter, special-feature sidebars extend the chapter material. We've included discussion questions at the end of each special feature to give students numerous opportunities to analyze business communication principles and practices. These special features center on four well-integrated themes:

Achieving Intercultural Communication: Tested techniques help students communicate successfully in the global arena and in the culturally diverse business world at home. Cultural issues are well explored in special features such as:

  • Test Your Intercultural Knowledge
  • Communicating with a Global Audience on the Web
  • Good Ways to End Bad News Around the World

Promoting Workplace Ethics: By examining critical ethical issues that face business communicators in today's workplace, students gain instruction on how to identify areas of ethical vulnerability, how to steer clear of ethical perils, and when to seek ethical advice. Special features include a wide range of topics such as:

  • Spin Cycle: Deciphering Corporate Doublespeak
  • Recommendation Letters: What's Right to Write?
  • Inflating Your Résumé: Is It Worth the Risk?

Sharpening Your Career Skills: Practical pointers and confidence-building guidelines help students improve their writing and speaking skills. Special features help students strengthen their career skills by exploring such topics as:

  • Beating Writer's Block: Nine Workable Ideas to Get Words Flowing
  • How to Proofread Like a Pro
  • Interview Strategies: Answering the 16 Toughest Questions

Using the Power of Technology: Specific techniques offer students guidance for using technological applications to improve business communication. Special features present a well-balanced selection of technological topics, including:

  • Elements of Cyberstyle
  • Spam: Putting a Lid on It
  • Netting a Job on the World Wide Web

Streamlined and Reorganized Text

This edition streamlines and reorganizes the text, reducing the number of regular chapters from 18 to 15, making it easier to cover the entire text in one term. Material previously covered in Chapters 1 and 2 has been combined into Chapter 1. The chapter on writing direct requests has been combined with the chapter on writing routine, good-news, and goodwill letters—shortening the letter-writing chapters from four to three. The discussion of interpersonal communication skills such as listening and working in teams has been expanded and moved to Chapter 2. And the discussion of the writing process now begins one chapter earlier.

Trademark Features — All Updated for This Edition

Up-to-Date Internet Resources

The World Wide Web contains a wealth of valuable resources. To acquaint students with Web sites that relate to the content of Excellence in Business Communication, each chapter includes a Going Online feature that describes an especially useful Web site.

Students can access the site by using the URL provided or by visiting the Web site for this text (www.prenhall.com/thill), where live links take students straight to the site of their choice.

Examples of the Going Online feature include:

  • Write Is Right: Rethink and Revise
  • Announcing an Employee Layoff. How to Write a Termination Notice
  • Influence an Official and Promote Your Career
  • Pointers for Business Plans
  • Post an Online Resume

To give students practice exploring the rich resources of the Web, Going Online Exercises are included at the end of each chapter. These exercises are directly tied to the Going Online sites showcased within the chapters. Moreover, students can access online instructions for completing these exercises

Gallery o f Business Communication Professionals

Another unique feature of this text is the inclusion of full-color photographs with incisive captions that focus on 30 highly successful communication professionals from business, industry, government, and the media. Among the new individuals featured are Meg Whitman (eBay), Martha Stewart (Martha Stewart Living Omnimedia), Gerald Levin (AOL Time Warner), Andrea Jong (Avon), Curly Fiorina (Hewlett-Packard), and Sherry Lansing (Paramount Studios).

Strategically placed in the margins throughout each chapter, these captions with accompanying photographs expand the amount of insight to be gained from this book. Each caption relates specifically to the text and adds a new dimension to student learning by giving a communication expert's view about a particular aspect of business communication.

Example After Example of Letters, Memos, E-Mail Messages, and Reports

This text contains outstanding examples of documents from numerous types of organizations and from people working in a variety of functional areas. Many of these documents are fully formatted, and some are presented on the letterhead of well known companies. Accompanying analyses help students see precisely how to apply the principles discussed in the text. Poor and improved examples illustrate common errors and effective techniques for correcting them.

The report-writing chapters give numerous examples too. And the last chapter of the report unit illustrates the step-by-step development of along report, which appears in its entirety to show how all the parts fit together.

Real-World Issues

The boundaries of business communication are always expanding. In addition to covering all the traditional subjects, Excellence in Business Communication, Fifth Edition, provides material to help students manage these important current sues in business communication:

  • Ethics. Taking an ethical position in the face of pressures and temptations requires more than courage—it requires strong communication skill.
  • Communication Barriers. The shift toward a service economy means that more and more careers will depend on interpersonal skills, making it vital for people to overcome communication barriers.
  • Cultural Diversity. The changing nature of the domestic work force requires strong communication skills to relate to older workers, women, members of various socioeconomic groups, immigrants, and others. Also, strong skills are needed to communicate effectively with people from other cultures.
  • Communication Technology. More and more face-to-face interactions are giving way to interactions with and through computers. And this trend will continue. To survive in today's business world, students must master high-tech communication skills.
  • Law. The increasing tendency of people to sue makes it important to understand the legal implications of written and oral communication.
  • Employment Search. More and more people are making radical mid-career job changes, whether by choice or because their companies are downsizing and ^ , flattening hierarchies. These people need to master new communication skills to compete in today's job market.
  • Communication Versatility. Small businesses create most of the new jobs and employ more people than large corporations do. Since these small businesses are unable to support communication specialists for specific jobs, people working for them need to be versatile in their communication skills.

Real-World Competencies—SCANS Secretary's Commission on Achieving Necessary Skills

Like no other business communication text, this edition emphasizes the skills and competencies necessary for students to make the transition from academia to the workplace. As described in the SCANS report from the Department of Labor, it is essential that students meet national standards of academic and occupational skill. To help accomplish the SCANS goal, this text offers a wide variety of interactive pedagogy (much of which is grounded in real-world situations).

Checklists

To help students organize their thinking when they begin a communication project, make decisions as they write, and check their own work, we've included numerous checklists throughout the book. In the Fifth Edition, we've streamlined and condensed them to increase their usefulness. Appearing as close as possible to the related discussion, these checklists are reminders, not "recipes." They provide useful guidelines for writing, without limiting creativity.

Documents for Analysis

In this textbook we have provided a wide selection of documents that students can critique and revise. Documents include letters, memos and e-mail messages, a letter of application, and a résumé. This hands-on experience in analyzing and improving sample documents will help students revise their own business messages.

In-Depth Critiques

You will find up-to-date sample documents, many collected in our consulting work. All In-Depth Critiques are introduced in the text (identifying the particular business situation being illustrated), and all are accompanied by margin comments that point to specific letter parts to help students see precisely how to apply the principles discussed in the text. Many samples are also accompanied by a three-step-writing-process graphic that gives students important insights into planning, writing, and completing the specific document shown.

Additional documents are displayed in text, some including poor and improved examples to illustrate common errors and active techniques for correcting them.

Exercises and Cases

A wealth of new exercises and cases (almost all companies featured are real) provide assignments like those that students will most often face at work. Many of them are memo-writing and email tasks. New in the Fifth Edition, each exercise is labeled as to its type, such as "Team," "Ethical Choices," "Self-Assessment," or "Internet." The exercises and cases deal with all types and sizes of organizations, both domestic and international. Each chapter also includes exercises and cases that require access to the World Wide Web, giving students practice with this fast-growing communication technology.

The cases are yet another tool for demonstrating the role of communication in the business world. Examples include:

  • Midnight mission: Thank-you letter at The Blue Marble Bookstore
  • Reverse migration: Letter requesting letter of recommendation for "dot-com" dropout
  • Tethered SwimCords: Letter to Italian sports retailer returning order
  • Air rage fiasco: Letter requesting refund from British Airways
  • Travel turnaround: E-mail message at Travelfest convincing your boss to expand client services

Learning Objectives

Chapter-opening learning objectives are clearly stated to signal important concepts that students are expected to master. In addition, the numbered objectives reappear in the text margins, close to the relevant material. Moreover, the end-of-chapter "Summary of Learning Objectives" reinforces basic concepts by capsulizing chapter highlights for students.

Margin Notes

To reinforce learning, the book's margins contain short summary statements that highlight key points of Excellence in Business Communication, Fifth Edition. These notes are no substitute for reading the chapters, but they help students quickly get the gist of a section, review a chapter, and locate areas of greatest concern.

End-of-Chapter Questions

The end-of-chapter questions (225) are divided into two types: Test Your Knowledge (review questions), and Apply Your Knowledge (application questions). One application question in each chapter focuses on ethics and is labeled "Ethical Choices."

The end-of-chapter questions are designed to get students thinking about the concepts introduced in each chapter. The questions may also prompt students to stretch their learning beyond the chapter content. Not only will students find them useful in studying for examinations, but the instructor may also draw on them to promote classroom discussion of issues that have no easy answers.

Appendixes

Excellence in Business Communication, Fifth Edition, contains four appendixes: Appendix A, "Format and Layout of Business Documents," discusses in one convenient place the formatting for all types of documents. Appendix B, "Documentation of Report Sources," gives basic guidelines for handling reference citations, bibliographies, and source notes. Appendix C, "Fundamentals of Grammar and Usage," is a primer in brief, presenting the basic tools of language. Appendix D, "Correction Symbols," provides convenient symbols for students to use when revising documents.

Indexes

To assist students and instructors in locating information as conveniently as possible, two types of indexes are included in the book: an Organization/Company/Brand Index and a Subject Index.

Book Design

This book's state-of-the-art design is based on extensive research and invites students to delve into the content. It also makes reading easier, reinforces learning, and increases comprehension. For example, the special features do not interfere with the flow of text material, a vital factor in maintaining attention and concentration. The design of this book, like much communication, has the simple objective of gaining interest and making a point.

An Unparalleled Supplements Package Offers a Fully Integrated Teaching System

The instructional resource package accompanying this text is specially designed to simplify the task of teaching and learning. Several new and exciting items have been added.

All-New! Instructor's Resource Manual

This comprehensive paperback book is an instructor's tool kit. Among its many teaching aids, this manual provides a section about collaborative writing, suggested solutions to exercises, suggested solutions and fully formatted letters for every case in the letter-writing chapters, and a grammar pretest and posttest.

This all-new, comprehensive manual contains a set of completely integrated support materials. It is designed to assist instructors in quickly finding and assembling the resources available for each chapter of the text and includes the following new material:

  • Course planning guide
  • Collaborative writing guide
  • Diagnostic tests of English skills
  • Chapter outline
  • Changes to the new edition
  • Detailed lecture outlines keyed to the transparency acetates
  • Answers to all end-of-chapter questions and assignments
  • Solutions to all cases and exercises

Test Item File

The Test Item File contains approximately 1,500 questions, all of which have been carefully reviewed to provide a fair , structured program of evaluation. The questions for each chapter consist of a comprehensive set of multiple-choice, true/false, and fill-in questions. The Test Item File reinforces students' understanding of key terms and concepts and requires them to apply their critical-thinking and analytical skills.

All New! Prentice Hall's Computerized Test Manager 4.2—ESATEST 2000 (Windows Version)

Our user-friendly software allows you to generate error-free tests quickly and easily by previewing questions individually on the screen and then selecting randomly by query or by number. The Computerized Test Manager allows you to generate random tests with our extensive bank of questions. You can also edit our questions/answers and even add some of your own. You can create an exam, administer it traditionally or online, and analyze your success with the simple click of the mouse. The newest version of our Computerized Test Manager, ESATEST 2000, has been improved to provide users with a vast array of new options. Enhancements now allow you to:

  • Import Test Questions from Word Processors
  • Import/Export Tests
  • Correlate Charts
  • Select by Query
  • Select by Review (redesigned)
  • Select by Criteria
  • Archive Database Capability
  • Analyze Test Bank Items
  • Export Grades to Excel
  • Weight Grades
  • Record Grades in a New Spreadsheet
  • Format and Create a Grade Database
  • Control Online Testing

All-New! Telephone Test Preparation

For those instructors who prefer not to use the Computerized Test Manager, Prentice Hall provides a special 800 call-in service for ease of use. All you need to do is call the 800 Testing Help Desk to have a customized test created. The test can then be delivered by email, U.S. mail, or overnight carrier.

All-New! Color Acetate Transparency Program

A set of 140 large-type transparency acetates are available to instructors on request. These visuals help bring concepts alive in the classroom and provide a starting point for discussing communication techniques. All transparencies are keyed to the Instructor's Resource Manual. Many contrast poor and improved solutions to featured cases from the textbook.

All-New! PowerPoint Presentation

Enhance your classroom presentations with this well-developed PowerPoint presentation set created byJimidene Murphey, Clarendon College. The colorful text-specific electronic slides highlight and reinforce the important concepts of the text. Free to adopters, PowerPoint slides are available on CD or can be downloaded from the instructor's Resource Web site at www.prenhall.com/thill.

Study Guide

A Study Guide for Excellence in Business Communication by Jimidene Murphy, Clarendon College, is designed to increase your students' comprehension of the concepts presented in this text. The guide provides chapter-by-chapter explanations and exercises designed to reinforce comprehension of key terms and concepts and to promote concept-application skills.

Mastering Business Communication: The Perils o f Pauline, 2.0

Let students learn valuable lessons about communicating effectively in a variety of business situations prior to experiencing them first-hand. The Perils of Pauline is an exciting interactive CD that uses custom video scenarios linked with exercises and activities. These tools allow your students to help Pauline, a recent college graduate, lea) with real-world communication predicaments on her first job. Twelve individual episodes are featured, each including unique video scenarios that set up the episode, interactive exercises that offer feedback based on student decisions, video conclusions ~r both good and bad endings, and stimulating discussion questions. This CD can be packaged with the text for a nominal fee.

Communicution Briefings Video Series and Video Guide

Accompanying the text is a series of videos from Communication Briefings, a firm known for its monthly newsletter and its informative videos. The video set is available without charge to adopters of Excellence in Business Communication. Included in the series are the following videos:

  • Everyone's Teamwork Role
  • Communicating for Results: How to Be Clear, Concise, and Credible
  • Better Business Grammar
  • Make the Phone Work for You
  • Listen and Win: How to Keep Customers Coming Back
  • How to See Opportunity in a Changing Workplace
  • Resolving Conflict: Strategies for a Winning Team
  • Make Presentations Work for You

In addition, a separate video guide is available. Features include synopses of each video and discussion questions. To order the set, please call 1-800-388-8433.

Business Communication Update Newsletter for Faculty

Delivered exclusively by e-mail every month, this newsletter provides interesting materials that can be used in class and offers a wealth of practical ideas about teaching methods. To receive a complimentary subscription, send an e-mail to bovee-thill@uia.net. In the subject line, put "BCU Subscription Request." In the message area, please list your name and institutional affiliation.

Authors' E-Mail Hotline for Faculty

Integrity, excellence, and responsiveness are our hallmarks. This means providing you with the textbooks that are academically sound, creative, timely, and sensitive to instructor and student needs. As an adopter of Excellence in Business Communication, you are invited to use our E-Mail Hotline. We want to be sure you're completely satisfied, so if you ever have a question or concern related to the text or its supplements, please e-mail us at bovee-thill@uia.net. We'll get back to you as quickly as possible.

Introducing the myPhlip Companion Web Site for Excellence in Business Communication, Fifth Edition

The myPhlip (Prentice Hall's Learning on the Internet Partnership) Companion Web site is your personal guide to the free online resources for your book and is located at www.prenhall.com/thill. It's the most advanced, text-specific site available on the Web!

Featuring one-click access to all of the resources created by an award-winning team of educators, here is a preview of its exciting features.

  • myPHLIP pages—Your personal access page unites all your myPHLIP texts.
  • Notes—Add personal notes to our resources for personal reminders and references.
  • Messages—Instructors can send messages to individual students or to all students linked to a course.
  • Student Resources—Add premium PHLIP resources for your students to view and download (such as PowerPoint slides, videos, and spreadsheets).
  • Business Headlines—Check out links to articles in today's business news.
  • Search—Search all PHLIP resources for relevant articles and exercises.
  • Instructor's Manual—For instructors, the myPHLIP Instructor's Manual provides tips and suggestions from our PHLIP faculty for integrating PHLIP resources into your course.
  • Current Events—These articles and exercises, linked to relevant chapters, are added throughout the year. Each article is summarized by our team of expert professors. Group activities, critical thinking questions, discussion questions, and reference citations follow each article, all supported by instructor materials.
  • Study Guide—An interactive, online study guide written by William Peirce, Prince Georges Community College, offers a wide variety of self-assessment questions for every chapter. Results from the automatically graded questions for every chapter provide immediate feedback for students that can be e-mailed to the instructor for extra credit or serve as practice exams.
  • Research Area—Let myPHLIP save you time finding the most valuable and relevant material available on the Web. With a compilation of the best search tools currently available, plus links to virtual libraries, students and instructors can quickly and efficiently search the Web for just the right piece of information.
  • Internet Resources—Links connect you to discipline-specific sites, including preview information that allows you to review site information before viewing the site, ensuring that you visit the best available business resources found by our learning community.

For the Student

  • Talk to the Tutor has virtual office hours that allow students to post questions from any supported discipline and receive responses from the dedicated PH LIP/CW faculty team.
  • Writing Resource Center is an online writing center that provides links to online directories, thesauruses, writing tutors, style and grammar guides, and additional tools.
  • Career Resource Center helps students access career information, view sample résumés, even apply for jobs online.
  • Study Tips is an area for students to learn to develop better study skills.

For the Instructor

  • Syllabus Manager—An improved online syllabus manager is an easy-to-use program that allows faculty to create online custom syllabuses hosted by Prentice Hall servers. Syllabus Manager provides instructors with a step-by-step process to create and revise syllabuses, with direct links into Companion Web Sites and other online content. Changes you make to your syllabus are immediately available to your students at their next login. Your students need only know the Web address for the Companion Web site, and the password you've assigned to your syllabus, and they may log on to your syllabus during any study session.
  • Teaching Resources include resources contributed by professors throughout the world, including teaching tips, techniques, academic papers, and sample syllabuses.
  • Talk to the Team is a moderated faculty chat room.
  • Online Faculty Support is a password-protected area that provides faculty with the most current and advanced support material available, including downloadable supplements, additional cases, articles, links, and suggested answers to Current Events Activities.
  • What's New gives you one-click access to all newly posted PHLIP resources.
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