ISBN-10:
0135311128
ISBN-13:
9780135311127
Pub. Date:
08/28/1996
Publisher:
Prentice Hall Professional Technical Reference
Business Communication / Edition 5

Business Communication / Edition 5

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Product Details

ISBN-13: 9780135311127
Publisher: Prentice Hall Professional Technical Reference
Publication date: 08/28/1996
Edition description: 5TH
Pages: 634
Product dimensions: 8.33(w) x 10.34(h) x 1.67(d)

Table of Contents

Preface xv
About the Authors xxi
Part One Introduction 1(106)
An Overview of Communication in Business
3(21)
The Pervasive Nature of Communication
4(1)
The Cost to Organizations of Communication
5(1)
Internal and External Communication
6(2)
The Changing Business Organization: Implications for Communication
8(3)
The Development of Communication Skills
11(1)
The Relationship Between Communication and Organizational Effectiveness
12(2)
The Quality Movement
14(1)
The Evolution of Communication Technology
15(9)
Too Much of a Good Thing
20(1)
What Happened to My Luggage?
21(3)
The Nature of Communication
24(24)
The Nature and Purpose of Communication
24(3)
Seven Myths and Realities About the Nature of Communication
27(3)
Variables in the Communication Process
30(6)
Communication Barriers
36(1)
Encoding-Decoding Skills
36(4)
Communication Styles
40(2)
Self-Assessment
42(6)
Real Estate and Real Time
45(1)
Whom Can You Trust?
46(2)
Cultural Diversity
48(25)
The Global Marketplace
49(1)
Cultural Diversity
50(1)
Component of Culture
50(3)
Characteristics Attributed to Americans
53(3)
Cultural Profiles of Leading Trade Partners
56(5)
Intercultural Differences in Body Language
61(2)
Principles for Effective Intercultural Communication
63(2)
American Managers Abroad
65(1)
Maintaining Perspective
66(7)
Lou's New World
68(1)
Business Is Business Wherever You Are
69(1)
A Rough Start
70(3)
The Electronic Office
73(34)
Introduction
73(1)
The Evolution From Tradition to Technology
74(1)
The Modern Office
75(1)
Office Hardware and Software
76(1)
The Personal Computer
76(11)
Imaging Technology
87(3)
Office Communication Technology
90(11)
The Office of the Future
101(6)
Miscommunication in an Electronic Office
103(1)
Internal Communication at a Large Insurance Company
104(3)
Part Two Strategies for Written Communication 107(256)
A Systematic Approach to Effective Written Communication
109(23)
Tactful
110(3)
Personal
113(1)
Positive
114(1)
Active
115(1)
Unified
116(1)
Coherent
117(2)
Clear
119(3)
Concise
122(2)
Readable
124(3)
Mechanically Sound
127(5)
Schmitz Clothing Company
131(1)
Good-News and Neutral Letters
132(33)
The Importance of Appropriate Letters
132(2)
The Planning Process
134(2)
The Writing and Revision Process
136(2)
Writing-Good-News and Neutral Letters
138(1)
Characteristics of Good-News Letters
139(10)
Characteristics of Neutral Letters
149(16)
Not So Picture Perfect
162(1)
Easy to Judge, Hard to Correct
163(2)
Bad-News Letters
165(30)
Planning the Bad-News Letter
166(1)
Strategy for the Bad-News Letter
167(1)
Steps in Transmitting Bad News
168(2)
Adjustment Refusals
170(4)
Credit Refusals
174(3)
Problem Orders
177(3)
Favor Refusals
180(1)
Writing the Letter of Complaint
180(3)
Retracting Agreements
183(12)
Children Are Customers, Too
193(1)
A Matter of Grave Concern
193(2)
Persuasive Letters
195(39)
Goals of Persuasion
196(1)
The Persuasion Process
197(7)
Planning to Persuade
204(3)
Writing Persuasive Letters
207(1)
Sales Letters
207(5)
Collection Letters
212(5)
Special Requests
217(17)
Fishing for a Break
232(1)
The Broken Heel
232(2)
Memoranda
234(24)
Characteristics and Uses of Memoranda
235(1)
The Advantages of Memoranda
236(1)
The Significance of Memoranda to the Writer
236(1)
The Significance of Memoranda to the Organization
237(1)
Preparation of Memoranda
237(21)
Analysis of the Membership of a City Chamber of Commerce
255(1)
Management Memo
256(1)
A Disturbing Trend
257(1)
Short Reports and Proposals
258(21)
Reports with a Memorandum Format
258(3)
Reports with a Letter Format
261(3)
Reports Using Preprinted Forms
264(1)
Miscellaneous Short Reports
264(1)
Proposals
264(15)
Selecting the Winning Proposal
274(1)
American Forged Hand Tools
275(1)
He Did It His Way
276(1)
The Team That Writes Together
277(2)
The Long Report: Planning
279(21)
Characteristics and Categories of Business Reports
280(1)
The Planning Process and the Long Report
281(1)
Conducting the Research
281(12)
Evaluating the Results
293(1)
Outlining the Report
293(7)
Planning the Report
297(1)
Is This Course Really Important?
298(2)
The Long Report: Writing
300(49)
The Text
300(8)
The Supplementary Parts
308(1)
The Preliminary Parts
308(2)
The Assembled Report
310(2)
Computer Applications
312(1)
A Sample Business Report
312(37)
Sunny Orange Juice
345(1)
Breaking the Lockstep
346(1)
Biking for Profit
347(2)
Instructions, Documentation, and Policy and Procedure Statements
349(14)
Five Guidelines for Giving Good Instructions
349(2)
Writing Instructional Documentation
351(1)
The Nature of Objectives, Policies, and Procedures
351(4)
Writing Policies and Procedure Statements
355(8)
What Is the Policy?
360(1)
Policy Changes from the Treasurer's Office
361(2)
Part Three Strategies for Oral Communication 363(138)
Listening as a Communication Tool
365(16)
Characteristics of Listening
366(2)
Barriers to Effective Listening
368(2)
The Active Listening Concept
370(2)
Other Concepts Related to Listening Ability
372(3)
Keys to Effective Listening
375(6)
Do You Know the Way to Midway?
378(1)
Neglecting the True Customer?
379(2)
Nonverbal Communication
381(21)
The Importance of Nonverbal Communication
381(1)
Three Major Categories of Nonverbal Communication
382(6)
Other Categories
388(5)
The Impact of Combined Categories
393(1)
The Modifying of Nonverbal Communication
394(1)
The Measuring of Nonverbal Feedback
395(7)
The Telephone Answering Machine
398(1)
Body Language
399(3)
Public Presentations
402(21)
The Roles of the Speaker
403(2)
The Purposes of the Speech
405(2)
Research for the Speech
407(2)
Organization of the Speech
409(3)
Outline for an Informative Speech
412(1)
Outline for a Persuasive Speech
413(2)
The Delivery of the Speech
415(8)
Central Telephone Company
419(1)
The City Council Meeting
420(1)
The Parent/Teacher Association Meeting
421(2)
Visual Support
423(17)
Preparation of Tables and Figures
423(7)
Modes of Delivery
430(7)
Memorable Graphics
437(2)
Marketing Presentation for the Board of Directors
439(1)
Meetings: Small Group Communication
440(26)
The Role of Groups in Today's Business Organization
440(1)
Basic Characteristics of Small Groups
441(1)
Advantages of Group Decisions
442(1)
Disadvantages of Group Decisions
443(1)
Types and Purposes of Meetings
444(1)
Preparation for the Meeting
445(5)
The Group Leader's Role During the Meeting
450(8)
Participants' Role During the Meeting
458(1)
The Meeting Follow-Up
459(1)
The Electronic Meeting
460(6)
The Realty Tangle
463(1)
The Springwood Drive Plaza
464(2)
Communication and Conflict
466(17)
The Nature of Conflict
466(5)
Perception and Conflict
471(3)
Benefits of Conflict
474(1)
Conflict Management
474(9)
The Hemphill Company
479(2)
A Touchy Situation
481(2)
Interviewing as a Management Tool
483(18)
Purposes and Characteristics of Interviews
483(2)
Types of Questions Used by Interviewers
485(2)
The Interview Structure
487(2)
Allocation of Interview Time
489(1)
Types of Interviews
489(12)
A Hair-Raising Situation
498(3)
Part Four Career Strategies 501(61)
Writing a Resume
503(29)
The Uses and Characteristics of Resumes
503(1)
Components of an Effective Resume
504(9)
Resume Formats
513(7)
The Computer-Prepared Resume
520(12)
Why Larry Can't Get an Interview
525(2)
Resume for an Average Student
527(2)
The Resume: Path to an Interview---and a Job
529(3)
Interviewing for a Job
532(30)
Strategies in Getting Interviews
535(4)
Interview Planning
539(9)
Interview Performance
548(1)
Interview Follow-Up
549(4)
The Delayed Job Decision
553(9)
Multiple Offers
557(1)
Who's Interviewing Whom?
558(1)
Lost Opportunity
559(1)
Who Needs a Job?
560(2)
Appendix A Recognizable Patterns of Language 562(26)
Appendix B Letter Parts and Appearance 588(19)
Glossary 607(14)
Index 621

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