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Essentials of Business Communication 11e. Edition Mary

Ellen Guffey
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(eBook PDF) The Business Communication Handbook 11th

Edition
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Essentials of Business Law 11th Edition Anthony Liuzzo
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Essentials of Business Communication, 12th Edition Mary

Ellen Guffey
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Business Communication and Character 11th Edition Amy

Newman
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Communication Works, 11th edition 11th Edition, (Ebook

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Business Essentials, 11th Global Edition Ronald J.

Ebert
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edition-ronald-j-ebert/
Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Contents
Unit 1 Business Communication
kined/Shutterstock.com
in the Digital Age
1 Succeeding in the Social and Mobile
Workplace 2
1-1 Mastering the Tools for Success in the Summary of Learning Outcomes 23
Twenty-First-Century Workplace 2 Chapter Review 25
1-2 Developing Listening Skills 10 Critical Thinking 26
1-3 Learning Nonverbal Communication Activities and Cases 26
Skills 12 Grammar/Mechanics Checkup 1 31
1-4 Recognizing How Culture Influences Editing Challenge 1 32
Communication 15 Communication Workshop 33
1-5 Becoming Interculturally Proficient 20
Unit 2 T he Writing Process in
SFIO CRACHO/Shutterstock.com
the Information Age
2 Planning Business Messages 36
2-1 Examining the Communication Process 36 Critical Thinking 53

2-2 Following the 3-x-3 Writing Process 38 Writing Improvement Exercises 54
2-3 Analyzing the Purpose and Anticipating Radical Rewrites 57
the Audience 41 Activities 58
2-4 Adapting to the Audience With Expert Grammar/Mechanics Checkup 2 59
Writing Techniques 44 Editing Challenge 2 60
2-5 Improving the Tone and Clarity Communication Workshop 61
of a Message 47
Summary of Learning Outcomes 51

Chapter Review 52
3 Organizing and Drafting Business Messages 62
3-1 Drafting Workplace Messages 62 3-3 Drafting With Powerful Sentences 67

3-2 Organizing Information to Show 3-4 Mastering Four Skillful Writing
Relationships 65 Techniques 70
vi Contents
Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
3-5 Drafting Well-Organized, Effective Writing Improvement Exercises 78
Paragraphs 74 Radical Rewrites 83
Grammar/Mechanics Checkup 3 84
Summary of Learning Outcomes 76 Editing Challenge 3 85
Chapter Review 77 Communication Workshop 86
Critical Thinking 78
4 Revising Business Messages 87
4-1 Stopping to Revise: Applying Phase 3 Summary of Learning Outcomes 102

of the Writing Process 87 Chapter Review 103
4-2 Enhancing Message Clarity 92 Critical Thinking 103
4-3 Using Document Design to Improve Writing Improvement Exercises 104
Readability 95 Radical Rewrites 109
4-4 Catching Errors With Careful Proofreading 98 Grammar/Mechanics Checkup 4 110
4-5 Evaluating the Effectiveness of Your Editing Challenge 4 111
Message 101 Communication Workshop 112
Unit 3 Workplace Communication
Rawpixel.com/Shutterstock.com
5 Short Workplace Messages and Digital Media 114
5-1 Writing Digital Age E-Mail Messages Critical Thinking 137

and Memos 114 Writing Improvement Exercises 138
5-2 Workplace Messaging and Texting 120 Radical Rewrites 140
5-3 Making Podcasts and Wikis Work for Activities and Cases 141
Business 124 Grammar/Mechanics Checkup 5 147
5-4 Blogging for Business 127 Editing Challenge 5 148
5-5 Social Networking for Business 131 Communication Workshop 149

Chapter Review 136
6 Positive and Neutral Messages 150
6-1 Routine Messages: E-Mails, Memos, Critical Thinking 172

and Letters 150 Writing Improvement Exercises 173
6-2 Typical Request, Response, and Instruction Activities and Cases 177
Messages 153 Grammar/Mechanics Checkup 6 183
6-3 Direct Claims and Complaints 159 Editing Challenge 6 184
6-4 Adjustment Messages 163 Communication Workshop 185
6-5 Goodwill Messages 166

Chapter Review 171
Contents vii
7 Negative Messages 186
7-1 Communicating Negative News Critical Thinking 208

Effectively 186 Writing Improvement Exercises 208
7-2 Analyzing Negative News Strategies 187 Radical Rewrites 210
7-3 Composing Effective Negative Activities and Cases 211
Messages 191 Grammar/Mechanics Checkup 7 216
7-4 Refusing Typical Requests and Claims 197 Editing Challenge 7 217
7-5 Managing Bad News Within Communication Workshop 218
Organizations 201

Chapter Review 207
8 Persuasive Messages 219
8-1 Understanding Persuasion in a Social Summary of Learning Outcomes 237

and Mobile Age 219 Chapter Review 238
8-2 Planning and Writing Persuasive Critical Thinking 239
Requests 221 Writing Improvement Exercises 239
8-3 Writing Effective Persuasive Claims Radical Rewrites 240
and Complaints 222 Activities and Cases 243
8-4 Crafting Persuasive Messages in Digital Age Grammar/Mechanics Checkup 8 248
Organizations 224 Editing Challenge 8 249
8-5 Creating Effective Sales Messages in Print Communication Workshop 250
and Online 228
Unit 4 Business Reports and

GaudiLab/Shutterstock.com
Proposals—Best Practices
9 Informal Reports 252
9-1 Preparing Reports in the Digital Age 252 Critical Thinking 278
9-2 Report Formats and Heading Levels 256 Activities and Cases 278
9-3 Identifying the Problem, Defining Grammar/Mechanics Checkup 9 281
the Purpose, and Collecting Data 259 Editing Challenge 9 283
9-4 Preparing Short Informational Reports 262 Communication Workshop 284
9-5 Preparing Short Analytical Reports 268

Chapter Review 277
viii Contents
10 Proposals and Formal Reports 285
10-1 Preparing Business Proposals 285 Summary of Learning Outcomes 312

10-2 Preparing Formal Business Reports 291 Chapter Review 313
10-3 Collecting Information Through Primary and Critical Thinking 314
Secondary Research 294 Activities and Cases 315
10-4 Documenting Information 300 Grammar/Mechanics Checkup 10 320
10-5 Incorporating Meaningful Visual Aids Editing Challenge 10 321
and Graphics 303 Communication Workshop 322
10-6 Understanding Formal Report
Components 308
Unit 5 Professionalism, Teamwork,
LuckyImages/Shutterstock.com
Meetings, and Speaking
Skills
11 Professionalism at Work: Business Etiquette, Ethics,

Teamwork, and Meetings 326
11-1 Developing Professionalism and Business Summary of Learning Outcomes 350
Etiquette Skills at the Office and Online 326 Chapter Review 351
11-2 Communicating Face-to-Face on the Job 330 Critical Thinking 353
11-3 Following Professional Telephone and Voice Activities and Cases 353
Mail Etiquette 335 Grammar/Mechanics Checkup 11 358
11-4 Adding Value to Professional Teams 338 Editing Challenge 11 360
11-5 Planning and Participating in Face-to-Face Communication Workshop 361
and Virtual Meetings 343
12 Business Presentations 362
12-1 Creating Effective Business Summary of Learning Outcomes 384

Presentations 362 Chapter Review 385
12-2 Organizing Content to Connect Critical Thinking 386
With Audiences 365 Activities and Cases 386
12-3 Understanding Contemporary Visual Grammar/Mechanics Checkup 12 392
Aids 371 Editing Challenge 12 394
12-4 Preparing Engaging Multimedia Communication Workshop 395
Presentations 374
12-5 Polishing Your Delivery and Following
Up 380
Contents ix
Unit 6 Employment
Monkey Business Images/Shutterstock.com

Communication
13 The Job Search, Résumés, and Cover
Messages 398
13-1 Job Searching in the Digital Age 398 Summary of Learning Outcomes 433
13-2 Developing a Job-Search Strategy Focused on Chapter Review 435
the Open Job Market 402 Critical Thinking 436
13-3 Unlocking the Hidden Job Market Radical Rewrites 436
With Networking 404 Activities and Cases 438
13-4 Customizing Your Résumé 409 Grammar/Mechanics Checkup 13 441
13-5 Using Digital Tools to Enhance Your Job Editing Challenge 13 442
Search 421 Communication Workshop 443
13-6 Cover Messages—Do They Still Matter? 425
14 Interviewing and Following Up 444
14-1 Interviewing Effectively in Today’s Critical Thinking 471

Competitive Job Market 444 Radical Rewrites 472
14-2 Before the Interview 448 Activities and Cases 473
14-3 During the Interview 452 Grammar/Mechanics Checkup 14 479
14-4 After the Interview 462 Editing Challenge 14 480
14-5 Preparing Additional Employment Communication Workshop 481
Documents 465

Chapter Review 470
Appendixes
Appendix A Document Format Guide A-1
Appendix B Documentation Formats B-1
Appendix C Correction Symbols and Proofreading Marks C-1
Appendix D Grammar/Mechanics Handbook D-1
End Matter
Notes N-1
Index I-1
x Contents
Are You Job-Ready?
Employers today often complain that many new graduates are simply not job-ready.
As a matter of fact, writing, communication, and other so-called soft skills consistently
rank high on recruiters’ wish lists. Most students realize this and chose this class to
develop these necessary workplace skills as efficiently and effectively as possible.
Essentials of Business Communication is the tool to make this happen.
This time-honored, tried-and-true text will guide you in developing the job-readiness
you need for the twenty-first century. Essentials highlights best practices and strate-
gies backed by leading-edge research to help you develop professionalism, expert writ-
ing techniques, workplace digital savvy, and the latest job-search and résumé-building
skills.
Yes, you must be literate in all current communication technologies. The good
news is that Essentials effectively addresses best practices for social media as well
as for mobile technology. You will learn how to build credibility online as well as
offline, and understand that writing is central to business success, regardless of the
communication channel. It is a foundational skill. Employers want good writers and
communicators. This is why Essentials continues to provide grammar exercises and
documents for editing and grammar practice that our competitors have abandoned.
You need a diversity of skills beyond tech savvy alone—now more than ever!
Guided by traditional rigor, Essentials of Business Communication addresses
both contemporary student needs as well as those of instructors.
Perfecting Professionalism “I picked this text with its excellent resources for our new Business
The Eleventh Edition emphasizes positive work- Communication class that was added as a core class in the College of
place behavior and clearly demonstrates the Business. All instructors who teach that class use this text. This is the only
course in the university that emphasizes professionalism.”
importance of professionalism. Today’s busi-
Dr. Mary Kiker, Auburn University, Montgomery
nesses desire workers who exhibit strong com-
munication skills and project positive attitudes.
Employers seek team members who can effec-
tively work together to deliver positive results that
ultimately boost profits and bolster the company’s image. Graduates who possess
these highly desirable soft skills excel in today’s challenging job market. In this edi-
tion you will discover how to perfect those traits most valued in today’s competitive,
mobile, and social workplace.
Unprofessional Professional
Uptalk, a singsong speech pattern, making
sentences sound like questions; like used as
Speech Recognizing that your credibility can be
seriously damaged by sounding uneducated,
a filler; go for said; slang; poor grammar and
profanity.
habits crude, or adolescent.
Sloppy messages with incomplete sentences, Messages with subjects, verbs, and punctuation,
misspelled words, exclamation points, IM slang, free from IM abbreviations; messages that are
and mindless chatter. E-mail addresses such as
partyanimal@gmail.com, snugglykitty@icloud.
E-mail concise and spelled correctly even when brief.
E-mail addresses that include a name or a
com, or hotmama@outlook.com. positive, businesslike expression.
Suggestive Twitter handles and user names

that point to an immature, unhealthy lifestyle. Internet, Real name Twitter handles and user names that
don’t sound cute or like chatroom nicknames.
Posts that reveal political, religious, and other
personal leanings. social media Posts in good taste, fit for public consumption.
Voice mail
An outgoing message with strident background An outgoing message that states your name or
music, weird sounds, or a joke message. phone number and provides instructions for
leaving a message.
Soap operas, thunderous music, or a TV football

game playing noisily in the background when you Telephone A quiet background when you answer the
telephone, especially if you are expecting a
answer the phone.
presence prospective employer’s call.
Using electronics during business meetings for

unrelated purposes or during conversations with Cell phones, Turning off phone and message notification,
both audible and vibrate, during meetings;
tablets
fellow employees; raising your voice (cell yell); using your smart devices only for meeting-
forcing others to overhear your calls. related purposes.
Texting
Sending and receiving text messages during Sending appropriate business text messages
meetings, allowing texting to interrupt face-to- only when necessary (perhaps when a
face conversations, or texting when driving. cell phone call would disturb others).
Are You Job-Ready? xi
Developing Expert Writing Techniques for a
Digital Workplace
Abundant before-and-after documents with descriptive callouts create
a clear road map to perfecting the writing process. These documents
failures (we are no longer using and many mix-ups in the past), Brian revised his
demonstrate how to apply expert writing messagetechniques, as wellhow
to explain constructively asreporting
high- should be handled.
light the critical significance of the revision
Whenprocess.
writing messages that deliver instructions, be careful of tone. Today’s
managers and team leaders seek employee participation and cooperation. These goals
can’t be achieved, though, if the writer sounds like a dictator. Avoid making accusa-
tions and fixing blame. Rather, explain changes, give reasons, and suggest benefits to
the reader. Assume that employees want to contribute to the success of the organiza-
tion and to their own achievement. Notice in the Figure 6.4 revision that Brian tells
readers that they will save time and reduce mix-ups if they follow the new method.
Applying Strategic Writing Plans

6.3 Direct Claims and Complaints
Original business message writing plans, initially
LEaRning
OUtCOME 3
In business, thingscreated
can and doby go author
wrong—promised shipments are late, warrantied Prepare messages that make
Mary Ellen Guffey and expanded in this goods edition, provide
fail, and service efficient
is disappointing. When consumers must lodge a complaint or direct claims and voice
complaints, including online
when they need to identify or correct a wrong, the message is called a claim. Because
step-by-step instructions that enable you to overcome
straightforward claims fear and
are those startyou expect the receiver to agree readily,
to which
posts.
writing quickly and confidently. The Eleventh

use a directEdition
approach, now
as shownoffers ten writing plan.
in the following
sets of writing plans that cover a
variety of business situations. This Direct Claims
signature feature of Essentials is
OPEning: Describe clearly the desired action.
especially important for novice BODy: Explain the claim, tell why it is justified, and provide details
writers who lack business experi- describing the desired action.
ence and composition training. CLOSing: End pleasantly with a goodwill statement, and include an end date
and action request, if appropriate.
Increasingly, consumers resort to telephone calls, they e-mail their claims, or—as
we have seen—they vent their peeves in online posts. Large companies can afford to
Emphasizing Grammar and Writing Fundamentals
employ social media specialists who monitor and respond to comments. However,
small and midsized businesses often have few options other than Google Alerts and
Throughout thelimited
their own text,forays
proven learning
into social features help you review and rebuild vital
networking.
basic grammar This is skills.
why in anIn ageevery
of digital communication,
chapter claims written as letters of Checkups system-
Grammar/Mechanics
complaint still play an important role even as they are being replaced by telephone
calls, e-mails, and social media posts. atically
Depending on review the fundamentals
the circumstances, letters more and are keyed
convincingly establish a record of what happened. Some business communicators
“I really love Essentials of Business Communication
opt for
for my students.
letters they canI’m
to an authoritative and streamlined
either attach to e-mail messages or fax. Regardless of the
Grammar/
always alarmed at how poor their grammar andchannel, skills are, andclaims use aMechanics
writingstraightforward direct approach. Handbook.
Claims that requireEditing
a per- Challenge and
suasive
skillsresponse are presented in Chapter 8.
this is one of the few books that addresses those effectively.” Radical Rewrite exercises also provide innu-
Shawnna Patterson, Chemeketa Community College, Salem Oregon
6-3a Stating a Clear Claim in merable opportunities for you to sharpen your
the Opening
When you, as a consumer, have a legitimate grammar, claim, you can punctuation,
expect a positive response spelling, capitalization,
from a company. Smart businesses want to hear from their customers. They know
that retaining a customer is far less costly andthan writing
recruiting askills new customer. by editing typical business
Open your claim with a compliment, documents.
a point of agreement, a statement of the
problem, a brief review of action you have taken to resolve the problem, or a clear
statement of the action you want. You
grammar/mechanics might
Checkup 4 expect a replacement, a refund, a new
order, credit to your account, correction of a billing error, free repairs, or cancella-
tion of an order. Whenand
Adjectives theAdverbs
remedy is obvious, state it immediately (Please correct an
erroneous double charge
Review Sections of 1.17
1.16 and $59 toGrammar/Mechanics
of the my credit card forThen
Handbook. Laplink migration
select the correct software.
form to complete each of the
following statements. Record the appropriate G/M section and letter to illustrate the principle involved. When you finish,
I accidentallycompare
clicked the Submit
your responses with those button twice).
provided at the bottom of the page. If your answers differ, study carefully the principles
shown in parentheses.
Chapter 6: Positive and Neutral Messages 159
b (1.17e)
ExamplE Surprisingly, most of the (a) twenty year old, (b) twenty-year-old equipment is
still working.
b (1.17e) 1. The newly opened restaurant offered many (a) tried and true, (b) tried-and-true menu items.
b (1.17c) 2. Although purchased twenty years ago, the equipment still looked (a) brightly, (b) bright.
a (1.17e) 3. The committee sought a (a) cost-effective, (b) cost effective solution to the continuing problem.
b (1.17d) 4. How is the Shazam app able to process a song so (a) quick, (b) quickly?
86494_ch06_hr_150-185.indd 159 9/5/17 7:51 PM
a (1.16) 5. Of the two plans, which is (a) more, (b) most comprehensive?
a (1.17e) 6. Employees may submit only (a) work-related, (b) work related expenses to be reimbursed.
b (1.17g) 7. Amy and Marusia said that they’re planning to open (a) there, (b) their own business next year.
b (1.17e) 8. Haven’t you ever made a (a) spur of the moment, (b) spur-of-the-moment decision?
a (1.17e) 9. Not all decisions that are made on the (a) spur of the moment, (b) spur-of-the-moment turn out
badly.
a (1.17e) 10. The committee offered a (a) well-thought-out, (b) well thought out plan to revamp online
registration.
b (1.17e) 11. You must complete a (a) change of address, (b) change-of-address form when you move.
a (1.16) 12. Employment figures may get (a) worse, (b) worst before they get better.
b (1.17b) 13. I could be more efficient if my printer were (a) more nearer, (b) nearer my computer.
a (1.17c) 14. Naturally, our team members felt (a) bad, (b) badly when our project was canceled.
b (1.17d) 15. The truck’s engine is certainly running (a) smooth, (b) smoothly after its tune-up.
13. b (1.17b) 14. a (1.17c) 15. b (1.17d)

1. b (1.17e) 2. b (1.17c) 3. a (1.17e) 4. b (1.17d) 5. a (1.16) 6. a (1.17e) 7. b (1.17g) 8. b (1.17e) 9. a (1.17e) 10. a (1.17e) 11. b (1.17e) 12. a (1.16)
xii Are You Job-Ready?
Learning Workplace Best Practices
Most students arrive in the classroom with some work Getting Started Replying Observing Etiquette Closing Effectively
experience and technology skills, but many are not aware of • Don’t write in another • Scan all e-mails, especially • Obtain approval before • End with due dates, next
channel—such as IM, those from the same forwarding. steps to be taken, or a
what businesses expect of them when they use digital tools. social media, or a phone
call—might work better.
person. Answer within 24
hours or say when you will.
• Soften the tone by including
a friendly opening and
friendly remark.
• Add your full contact
The Eleventh Edition provides comprehensive guidance in

• Send only content you • Change the subject line if closing. information including social
would want to be the topic changes. Check • Resist humor and sarcasm. media addresses.
published. the threaded messages Absent facial expression • Edit your text for readability.
the professional use of e-mail, texting, instant messaging, • Write compelling subject
lines, possibly with
names and dates:
below yours.
• Practice down-editing;
include only the parts from
and tone of voice, humor
can be misunderstood.
• Avoid writing in all caps,
Proofread for typos or
unwanted auto-corrections.
• Double-check before hitting
blogging, and social media. You will master best practices Jake: Can You Present at
January 10 Staff Meeting?
the incoming e-mail
to which you are
which is like SHOUTING. Send.
responding.
that clearly demonstrate how to avoid damaging your • Start with the main idea.
• Use headings and lists.
career or hurting your employers’ reputation with careless

online behavior.
Developing Digital Skills

Regardless of the communication channel, writing proficiency is a
must in a workplace dominated by mobile technology and social
media. Technology and writing skills go hand in hand in today’s
professional environment of success. For this reason, Essentials
provides how-to instructions and best practices for today’s digital
workplace while also emphasizing good writing and professional-
ism. This focus is rooted in the belief that today’s communicators
and their skills are on display 24/7. Credibility takes significant
time to build but is easy to lose in an instant.
Writing a Captivating Blog Using Digital Media Like a Pro:

Dos and Don’ts
Applying the Five Journalistic Ws to Blogs
Big Idea First DON’TS

Avoid questionable Know workplace policies
Who? What? When? Why? How? content, personal
documents,
DOs and use media only for
work-related purposes
and file sharing
Key Facts
Explanations Don’t spread rumors, gossip, and negative Learn your company’s rules. Some companies require workers
• defamatory comments. Because all digital information to sign that they have read and understand Internet and digital
Evidence Fact check.
is subject to discovery in court, avoid unprofessional media use policies. Being informed is your best protection.
• Earn your readers’ trust.
Examples content and conduct, including complaints about your
• Credit your sources. Avoid sending personal e-mail, instant messages, or texts
Background employer, customers, and employees.
• Apply the inverted pyramid. from work. Even if your company allows personal use during
Details • Edit, edit, edit. Don’t download and share cartoons, video clips, lunch or after hours, keep it to a minimum. Better yet, wait to
• Proof, proof, proof. photos, and art. Businesses are liable for any recorded use your own electronic devices away from work.
digital content regardless of the medium used.
Separate work and personal data. Keep information that
Don’t open unfamiliar attachments. Attachments could embarrass you or expose you to legal liability on your
with executable files or video files may carry viruses, personal storage devices, on hard drives, or in the cloud, never
spyware, or other malware (malicious programs). on your oﬃce computer.
Don’t download free software and utilities to Be careful when blogging, tweeting, or posting on social
company machines. Employees can unwittingly networking sites. Unhappy about not receiving a tip, a Beverly
introduce viruses, phishing schemes, and other Hills waiter lost his job for tweeting disparaging remarks about
cyber bugs. an actress. Forgetting that his boss was his Facebook friend, a
British employee was fired after posting, “OMG, I HATE MY
Don’t store your music and photos on a company JOB!” and calling his supervisor names.
machine (or server) and don’t watch streaming
videos. Capturing precious company bandwidth for Keep sensitive information private. Use privacy settings, but
personal use is a sure way to be shown the door. don’t trust the “private” areas on Facebook, Twitter, Flickr, and
other social networks.
Don’t share files, and avoid file-sharing services.
Clarify whether you may use Google Docs and other Avoid pornography, sexually explicit jokes, or inappropriate
services that oﬀer optional file sharing. Stay away from screen savers. Anything that might poison the work
distributors or pirated files such as LimeWare. environment is a harassment risk and, therefore, prohibited.
Are You Job-Ready? xiii
Establish your credibility. Consider the reach and permanence of posts. Writing Online Reviews and Complaints
• Zero in on your objective and make your comment • Know that your review may be posted indefinitely,
as concise as possible.
• Focus only on the facts and be able to support
even if you change your mind and modify a post later.
• Be open; even anonymous comments can be tracked
Social media posts have a way of ending up in the wrong
them. down. Privacy policies do not protect writers from
subpoenas. hands, making vicious complainers seem irrational. In this
edition you learn to write well-considered private social
Check posting rules. Accept offers to help.
media messages as well as professional responses that
• Understand what’s allowed by reading the terms • Reply if a business offers to help or discuss the
and conditions on the site. problem; update your original post as necessary. increase the credibility and reputation of employers.
• Keep your complaint clean, polite, and to the point.
Provide balanced reviews. Refuse payment for favorable critiques.

• To be fair, offset criticism with positives to show • Never accept payment to change your opinion or
that you are a legitimate consumer. your account of the facts.
• Suggest improvements even in glowing reviews; • Comply with requests for a review if you are a
all-out gushing is suspicious and not helpful. satisfied customer.
Finding a Job in Today’s “I was blown away by the exceptional personal service from the author.
Challenging Job Market All of the Guffey supplementary materials are unbelievably helpful. This
is one author who works hard to make me look good in my classes.”
One of the most important chapters in the book, Staci Groeschell, South Puget Sound Community College, Olympia,
Washington
Chapter 13 updates you on the latest trends,
technologies, and practices affecting today’s job
search, résumés, and cover letters. Thorough revi-
sions will prepare you for a labor market that is
more competitive, more social, more mobile, and
more dependent on technology than ever before. Mobile technologies are on the rise.
You will learn how to network, employ current Candidates use apps to apply for jobs, and recruiters use mobile devices
technologies, build your own brand, and prepare to post jobs, contact candidates, and forward résumés to colleagues.
Networking— it’s whom you know.

an effective LinkedIn profile. Many annotated Recruiters say their best job candidates come from referrals. Now, more
résumé models will guide you in creating and than ever, you need to be proactive in making professional connections.
sending customized résumés that appeal to both Communication and interpersonal skills are in high demand.
applicant tracking systems and human readers.

Sales and marketing careers are booming, and these careers demand
writing, speaking, and team skills.
Social media presence is a must.

Essentials of Business Communication, 11E helps Those who haven’t developed a social media presence may be left in
ensure that you will have the finely honed writing the dust.
It’s all digital.

and communication skills and contemporary Today candidates e-mail their résumés, post them to Internet job
digital understanding for exceptional job success. boards, or publish them on their own Web pages.
Résumés must please scanners and skimmers.
Overwhelmed with candidates, recruiters hurriedly skim résumés

preselected by scanning devices.
Conducting a Successful Job Search

Develop a Create a
Analyze Know the
Job-Search Customized
Yourself Hiring Process
Strategy Résumé
▪ Identify your interests ▪ Search the open job market. ▪ Choose a résumé style. ▪ Submit a résumé,
and goals. ▪ Pursue the hidden job market. ▪ Organize your info concisely. application, or e-portfolio.
▪ Assess your qualifications. ▪ Cultivate your online presence. ▪ Tailor your résumé to each ▪ Undergo screening and
▪ Explore career ▪ Build your personal brand. position. hiring interviews.
opportunities. ▪ Network, network, network! ▪ Optimize for digital ▪ Accept an offer or reevaluate
technology. your progress.
xiv Are You Job-Ready?
Developing Your Own Brand Using LinkedIn to Land a Job
Monkey Business Images/Shutterstock.com;

4 Ways for Grads to Stand Out
BRA
ND
Branding You
MY
BR A
Y
John Smith Design/Shutterstock.com

ND
M
BR A
Y
ND
M
Create your
Courtesy of Linkedln
own tagline.
Briefly describe what Build a powerful
distinguishes you, such online presence.
as Talented at the Internet; Distribute a Prepare a strong LinkedIn
Working harder, smarter; business card. profile dictating what comes
Super student, super worker;
Love everything digital;
Include your name, tagline, and Prepare an up when people Google
Ready for a challenge;
an easy-to-remember e-mail elevator speech. your name. Consider adding
address. If you feel comfortable, Facebook and Twitter profile
Enthusiasm plus fresh skills. In 60 seconds, you need to be able pages. Be sure all sites promote
include a professional headshot
to describe who you are and what your brand positively.
photo. Distribute it at all
problems your skills can solve. Tweak
opportunities.
your speech for your audience, and
practice until it feels natural.
Making a Career E-Portfolio
How to make
Why create a and publish it?
career e-portfolio? ▪ Use a portfolio or blog template.
▪ Design your own website.
▪ Demonstrate your technology skills.
▪ Host at a university or private site.
▪ Support and extend your résumé.
▪ Publish its URL in your résumé
▪ Present yourself in a lively format.
▪ Make data instantly accessible.
What goes in it? and elsewhere.
▪ Target a specific job. ▪ Relevant course work

▪ Updated résumé, cover message
▪ Real work examples
▪ Recommendations
▪ Images, links, or whatever
showcases your skills
Why Are Instructors Such Great Fans of Essentials

of Business Communication?
In Their Words. . .
“As an experienced instructor teaching business communication for the
first time, I want to praise the layout and clear instructions provided for
Essentials of Business Communication. Getting to know a textbook
usually takes a lot of time, but I read the Instructor’s Manual, and it
helped me prepare quickly for my class and get me up to speed—without
having to spend valuable time learning how to present the material.
The ‘how-to’ instructions for Essentials of Business Communication gave
me a comfort level that would otherwise have taken several semesters.”
Danielle Shaker, Naugatuck Valley Community College and Post
University, Waterbury, CT
“One year I decided to try a business communication textbook from “I am astounded at the resources for the instructor. Last quarter, I had to
another publisher, but I immediately returned to the Guffey text this create the examples and documents for revision and business scenarios
year. The quality of the content and support resources for Essentials of for document creation. Thanks for allowing me to spend time on
Business Communication just can’t be matched.” planning and instruction rather than on creating quizzes, tests,
Laurie Johnson, Manhattan Area Technical College, Manhattan, worksheets, and PowerPoint presentations.”
Kansas Beverly Miller, Miller-Motte Technical College, Lynchburg, VA
Are You Job-Ready? xv
Appreciation for Support
No successful textbook reaches a No. 1 position without a great deal of help. We are exceedingly grateful to the
reviewers and other experts who contributed their pedagogic and academic expertise in shaping the many edi-
tions of Essentials of Business Communication.
We extend sincere thanks to outstanding professionals at Cengage Learning, including Erin Joyner, senior vice
president, Higher Education; Michael Schenk, vice president, Product Management; Heather Mooney, product
manager, Business Communication; John Rich, content development manager; Eric Wagner, marketing manager;
Bethany Bourgeois, senior art director; and Kim Kusnerak, senior content project manager. We are also grateful
to Crystal Bullen, DPS Associates, who ensured premier quality and excellent accuracy throughout the publishing
process. Our very special thanks go to Bethany Sexton, content developer, for her meticulous planning, project
management, and always-helpful assistance.
For their expertise in creating superior instructor and student support materials, our thanks go to Jane Flesher,
Chippewa Valley Technical College; Carol Hart, Columbus State Community College; Nicole Adams, University
of Dayton; Janet Mizrahi, University of California, Santa Barbara; Kathleen Bent, Cape Cod Community College;
Susan Schanne, Eastern Michigan University; and Thanakorn Kooptaporn, California State University, Fullerton.
Heartfelt Thanks to Recent Reviewers

We are especially grateful to the following instructors who offered significant relevant suggestions from their
hands-on classroom experience in teaching from Essentials of Business Communication:
Penny A. Braboy Westelle Florez Judy A. Reiman
Thomas More College Harris-Stowe State University Columbia College
Susan M. Campbell Laurie J. Johnson Daniel Schlittner

Arkansas Tech University Manhattan Area Technical College Phoenix Community College
Alma Cervantes Diana Macdonald Amy Weaver

Skyline College Uintah Basin Applied Technology College Potomac State College
Debbie Cook Patti McMann

Utah State University Klamath Community College
Sincere Appreciation to Previous Reviewers

We continue to celebrate and remember the following reviewers who over the years have contributed their exper-
tise in helping create a remarkably successful textbook:
Faridah Awang Karen Bounds Therese Butler
Eastern Kentucky University Boise State University Long Beach City College
Joyce M. Barnes Daniel Brown Derrick Cameron

Texas A & M University, Corpus Christi University of South Florida Vance-Granville Community College
Patricia Beagle Cheryl S. Byrne Brennan Carr

Bryant & Stratton Business Institute Washtenaw Community College Long Beach City College
Nancy C. Bell Jean Bush-Bacelis Steven V. Cates

Wayne Community College Eastern Michigan University Averett University
Ray D. Bernardi Mary Y. Bowers Irene Z. Church

Morehead State University Northern Arizona University Muskegon Community College
xvi Appreciation for Support
Lise H. Diez-Arguelles Susan E. Hall Karen Kendrick
Florida State University University of West Georgia Nashville State Community College
Dee Anne Dill April Halliday Lydia Keuser

Dekalb Technical Institute Georgia Piedmont Technical College San Jose City College
Dawn Dittman Tracey M. Harrison Linda Kissler

Dakota State University Mississippi College Westmoreland County Community College
Elizabeth Donnelly-Johnson Debra Hawhee Deborah Kitchin

Muskegon Community College University of Illinois City College of San Francisco
Jeanette Dostourian L. P. Helstrom Frances Kranz

Cypress College Rochester Community College Oakland University
Nancy J. Dubino Jack Hensen Keith Kroll

Greenfield Community College Morehead State University Kalamazoo Valley Community College
Donna N. Dunn Rovena L. Hillsman Rose Marie Kuceyeski

Beaufort County Community College California State University, Sacramento Owens Community College
Cecile Earle Karen A. Holtkamp Richard B. Larsen

Heald College Xavier University Francis Marion University
Valerie Evans Michael Hricik Mary E. Leslie

Cuesta College Westmoreland County Community College Grossmont College
Bartlett J. Finney Jodi Hoyt Ruth E. Levy

Park University Southeast Technical Institute Westchester Community College
Pat Fountain Sandie Idziak Gary R. Lewis

Coastal Carolina Community College University of Texas, Arlington Southwest Florida College
Marlene Friederich Karin Jacobson Maryann Egan Longhi

New Mexico State University, Carlsbad University of Montana Dutchess Community College
Christine Foster Bonnie Jeffers Nedra Lowe

Grand Rapids Community College Mt. San Antonio College Marshall University
JoAnn Foth Edna Jellesed Elaine Lux

Milwaukee Area Technical College Lane Community College Nyack College
Gail Garton Jane Johansen Elizabeth MacDonald

Ozarks Technical Community College University of Southern Indiana Arizona State University
Nanette Clinch Gilson Pamela R. Johnson Margarita Maestas-Flores

San Jose State University California State University, Chico Evergreen Valley College
Robert Goldberg Edwina Jordan Jane Mangrum

Prince George’s Community College Illinois Central College Miami-Dade Community College
Margaret E. Gorman Sheryl E. C. Joshua Maria Manninen

Cayuga Community College University of North Carolina, Greensboro Delta College
Judith Graham Diana K. Kanoy Tim March

Holyoke Community College Central Florida Community College Kaskaskia College
Lauren Gregory Ron Kapper Paula Marchese

South Plains College College of DuPage State University of New York, Brockport
Bruce E. Guttman Jan Kehm Tish Matuszek

Katharine Gibbs School, Melville, New York Spartanburg Community College Troy University Montgomery
Appreciation for Support xvii
Kenneth R. Mayer Susan Peterson Nicholas Spina
Cleveland State University Scottsdale Community College Central Connecticut State University
Victoria McCrady Kay D. Powell Marilyn St. Clair

University of Texas at Dallas Abraham Baldwin College Weatherford College
Karen McFarland Jeanette Purdy Judy Sunayama

Salt Lake Community College Mercer County College Los Medanos College
Pat McGee Carolyn A. Quantrille Dana H. Swensen

Southeast Technical Institute Spokane Falls Community College Utah State University
Bonnie Miller Susan Randles James A. Swindling

Los Medanos College Vatterott College Eastfield College
Mary C. Miller Diana Reep David A. Tajerstein

Ashland University University of Akron SYRIT College
Willie Minor Ruth D. Richardson Marilyn Theissman

University of North Alabama
Phoenix College Rochester Community College
Carlita Robertson
Nancy Moody Zorica Wacker
Northern Oklahoma College
Sinclair Community College Bellevue College
Vilera Rood
Suman Mudunuri Concordia College
Lois A. Wagner
Long Beach City College Southwest Wisconsin Technical College
Rich Rudolph
Nancy Mulder Drexel University Linda Weavil
Grand Rapids Junior College Elan College
Rachel Rutledge
Paul W. Murphey Carteret Community College William Wells
Southwest Wisconsin Technical College Lima Technical College
Joanne Salas
Nan Nelson Olympic College Gerard Weykamp
University of Arkansas Phillips Community Grand Rapids Community College
College Rose Ann Scala
Data Institute School of Business Beverly Wickersham
Lisa Nieman Central Texas College
Indiana Wesleyan University Joseph Schaffner
SUNY College of Technology, Alfred Leopold Wilkins
Jackie Ohlson Anson Community College
University of Alaska, Anchorage James Calvert Scott
Utah State University Anna Williams
Richard D. Parker College of Central Florida, Ocala
Western Kentucky University Laurie Shapero
Miami-Dade Community College Charlotte Williams
Martha Payne Jones County Junior College
Grayson County College Lance Shaw
Blake Business School Donald Williams
Catherine Peck Feather River College
Chippewa Valley Technical College Cinda Skelton
Central Texas College Janice Willis
Carol Pemberton College of San Mateo
Normandale Community College Estelle Slootmaker
Aquinas College Almeda Wilmarth
Carl Perrin State University of New York, Delhi
Margaret Smallwood
Casco Bay College
The University of Texas at Dallas Barbara Young
Jan Peterson Skyline College
Clara Smith
Anoka-Hennepin Technical College
North Seattle Community College
xviii Appreciation for Support
About the Authors
Dr. Mary Ellen Guffey Dr. Dana Loewy
A dedicated professional, Dana Loewy taught
Mary Ellen Guffey has business communica-
taught business com- tion at California State
munication and busi- University, Fullerton for
ness English topics for nineteen years. Previ-
over thirty-five years. ously, she also worked as
She received a bachelor’s a composition instructor
degree, summa cum at various Los Angeles
Dana Loewy
laude, from Bowling area community colleges,
MaryEllen
Green State University; a thus reaching a solid

master’s degree from the quarter century of com-
University of Illinois, and bined experience teaching writing. Dr. Loewy has
a doctorate in business and economic education from also lectured abroad, for example, at Fachhochschule
the University of California, Los Angeles (UCLA). She Nürtingen, Germany. Having earned a PhD from the
has taught at the University of Illinois, Santa Monica University of Southern California in English with a
College, and Los Angeles Pierce College. focus on translation, she is a well-published free-
Now recognized as the world’s leading business lance translator, interpreter, and textbook author.
communication textbook author, Dr. Guffey cor- Dr. Loewy has collaborated with Dr. Guffey on
responds with instructors around the globe who are recent editions of Business Communication: Pro-
using her books. She is the founding author of the cess & Product as well as on Essentials of Business
award-winning Business Communication: Process Communication.
and Product, the leading business communication text- Fluent in several languages, among them German
book in this country. She also wrote Business English, and Czech, her two native languages, Dr. Loewy has
which serves more students than any other book in its authored critical articles in many areas of interest—
field; Essentials of College English; and Essentials of literary criticism, translation, business communica-
Business Communication, the leading text/workbook tion, and business ethics. Active in the Association for
in its market. Dr. Guffey is active professionally, serv- Business Communication, Dr. Loewy is now focus-
ing on the review boards of the Business and Profes- ing on her consulting practice. Most recently she has
sional Communication Quarterly and the Journal of advised a German bank and a California-based non-
Business Communication, publications of the Associa- profit organization on communication strategy and
tion for Business Communication. She participates in effective writing techniques. Dana is also a business
national meetings, sponsors business communication etiquette consultant certified by The Protocol School
awards, and is committed to promoting excellence in of Washington.
business communication pedagogy and the develop-
ment of student writing skills.
About the Authors xix
1
Business
Communication
in the Digital Age
Chapter 1
Succeeding in the
Social and Mobile
Workplace
kined/Shutterstock.com
Pla2na/Shutterstock.com
Succeeding in the Social
and Mobile Workplace
Chapter
1
INSTRUCTOR: Visit the
Instructor Companion
Website for lecture notes,
solutions, discussion guides,
and other resources.
Learning Outcomes
After studying this chapter,
you should be able to do
the following:
1 Describe how strong

communication skills will
improve your career out-
look, strengthen your credi-
bility, and help you succeed
in today’s competitive digi-
tal age marketplace.
2 Confront barriers to
effective listening, and start
building your listening skills.
3 Explain the features of
Robert Churchill/Getty Images

nonverbal communication,
and recognize the impor-
tance of improving your non-
verbal communication skills.
4 Name five common

dimensions of culture, and
understand how culture influ-
ences communication and
the use of social media and 1-1 Mastering the Tools for Success in the
communication technology.
Twenty-First-Century Workplace
5 Discuss strategies that
help communicators over- What kind of workplace will you enter when you graduate, and which skills will you
come negative cultural need to be successful in it? Expect a fast-paced, competitive, and highly connected
attitudes and prevent digital environment. Communication technology provides unmatched mobility and
miscommunication in
today’s diverse, mobile,
connects individuals anytime and anywhere in the world. Today’s communicators
social-media-driven interact using multiple mobile electronic devices and access information stored
workplace. in remote locations, in the cloud. This mobility and instant access explain why
2 Chapter 1: Succeeding in the Social
Chapter
and Mobile
XX: Lorem
Workplace
Ipsum
increasing numbers of workers must be available practically around the clock and
must respond quickly. Your communication skills will always be on display and will
determine your credibility.
Learning
Outcome
Describe how strong
1
This first chapter presents an overview of communication in business today. It communication skills will
addresses the contemporary workplace, listening skills, nonverbal communication, improve your career outlook,
strengthen your credibility,
the cultural dimensions of communication, and intercultural job skills. The remain-
and help you succeed in
der of the book is devoted to developing specific writing and speaking skills. today’s competitive digital
age marketplace.
1-1a Strong Communication Skills: Your Key to Success
Effective writing skills can be a stepping-stone to great job opportunities; poorly
developed writing skills, on the other hand, will derail a career. When competition is
fierce, superior communication skills will give you an edge over other job applicants.
In survey after survey, recruiters place communication high on their wish lists.1 In
one recent study, employers ranked writing and oral communication among the
five top attributes in job seekers, after teamwork and problem-solving skills.2 Your
ability to communicate is a powerful “career sifter.”3 Strong communication skills
will make you marketable even in a challenging economic climate.
Perhaps you are already working or will soon apply for your first job. How do your
skills measure up? The good news is that you can learn effective communication. This
textbook and this course can immediately improve your communication skills. Because
the skills you are learning will make a huge difference in your ability to find a job and “Communicating
to be promoted, this will be one of the most important courses you will ever take. clearly and effectively
has NEVER been more
1-1b The Digital Revolution: Why Communication Skills important than it is
Matter More Than Ever today. Whether it’s fair
or not, life-changing
Since information technology, mobile devices, and social media have transformed critical judgments
the workplace, people in today’s workforce communicate more, not less. Thanks to about you are being
technology, messages travel instantly to distant locations, reaching potentially huge made based solely on
audiences. Work team members can collaborate across vast distances. Moreover, your writing ability.”4
social media are playing an increasingly prominent role in business. In such a hyper-
Victor Urbach,
connected world, writing matters more than ever. Digital media require “much more management consultant
than the traditional literacy of yesterday,” and workers’ skills are always on display.5
As a result, employers seek employees with a broader range of skills and higher
levels of knowledge in their field than in the past; hiring standards are increas-
ing.6 Educators are discussing “essential fluencies”—twenty-first-century skills that Note: Small superscript
include analytical thinking, teamwork, and multimedia-savvy communication.7 Pew numbers in the text announce
Research found that 90 percent of the Americans polled consider communication the information sources. Full
No. 1 skill for a successful life.8 Billionaire entrepreneur Richard Branson concurs, citations are near the end
of the book. This edition
calling communication “the most important skill any leader can possess.”9 Further-
uses a modified American
more, jobs relying heavily on people skills such as communication are less likely to Psychological Association
be killed by automation and will offer the most opportunities in the future.10 (APA) reference format.
Skills Gap. Unfortunately, a great number of workers can’t deliver. More than half
of the respondents in an employer survey criticized applicants for their lack of com-
munication, interpersonal, and writing skills. Staffing company Adecco reported
that 44 percent of its respondents cited a similar skills gap.11 Recruiters agree that
regardless of the workplace media used, “the ability to communicate an idea, with
force and clarity” and with a unique voice is sorely needed.12 In a PayScale study,
44 percent of bosses felt new graduates lacked writing skills as well as critical-
thinking and problem-solving skills (60 percent).13
Communication and Employability. Not surprisingly, many job listings require
excellent oral and written communication skills. An analysis of 2.3 million LinkedIn
profiles revealed that oral and written communication skills were by a large margin
the top skill set sought, followed by organization, teamwork, and punctuality.14 In
Chapter 1: Succeeding in the Social and Mobile Workplace 3
addition, as you will learn in later chapters, recruiters will closely examine your
online persona to learn about your communication skills and professionalism. Natu-
rally, they will not hire candidates who write poorly or post inappropriate content.15
Your reputation and personal credibility are vital assets you must guard.
Techies Write Too. Even in technical fields such as accounting and information
technology, you will need strong communication skills. A researcher suggests that
“The days of being able to plug away in isolation on a quantitative problem and
be paid well for it are increasingly over.”16 In an economy relying on innovation,
generating ideas isn’t enough; they must be communicated clearly, often in writing.17
A recruiter in the high-tech industry explains, “Communication is KEY. You can
have all the financial tools, but if you can’t communicate your point clearly, none
of it will matter.”18 A poll of nearly 600 employers showed that they are looking
for “communicators with a capital C,” people who offer superb speaking, writing,
listening, presentation, persuasion, and negotiation skills.19
Writing Is in Your Future. Regardless of career choice, you will probably be send-
ing many digital messages, such as the e-mail shown in Figure 1.1. Because electronic
mail and other digital media have become important channels of communication
Figure 1.1 Businesslike, Professional E-Mail Message
Send Options... HTML
To: Customer Service Improvement Team Uses precise sub-

ject line to convey
From: Samuel D. Hidalgo <sam.hidalgo@tekmagik–services.com> key information
Subject: Social Media Strategy Meeting: Wednesday, February 7 quickly
Starts with casual To:
greeting to express
From:
friendliness Hi, Team,
Date:
Subject:
As recommended at our last meeting, I have scheduled an e-marketing and social Announces most
media specialist to speak to us about improving our social media responses. Social important idea first
media consultant Alexis Johnston, founder of Apexx Marketing Solutions, has agreed with minimal back-
to discuss ways to turn our social media presence into a competitive advantage. ground information
Mark your calendars for the following:
Sets off meeting Social Media Strategy Meeting

information for easy Wednesday, February 7, 11 a.m. to 3 p.m.
recognition and Conference Room
retrieval
In previous meetings our team acknowledged that customers are increasingly turning
to our website, blogs, and Facebook pages to locate information, seek support, and
connect with us. However, we are experiencing problems in responding quickly
and effectively. Ms. Johnston promises to address these concerns. She will also tell
us whether we need to establish a presence in additional social media networks.
Ms. Johnston will help us decide whether we should hire an in-house social media
manager or pay for an external service. To make this meeting most productive, she Provides details
asks that each team member submit at least three questions or problem areas for about meeting with
discussion. transition to action
Bullets action requests
requests and places Action Requests:
them near message
end where readers • Please send three discussion questions to Alan (alan.wong@tekmagik-services Closes by telling
expect to find them .com) by February 2 at 5 p.m. so that he can relay them to Ms. Johnston. where to find addi-
tional information;
• Because we will be ordering box lunches for this meeting, please make your also expresses
Because this doc- selection on the intranet before February 2. appreciation
ument shows an
internal e-mail, a full If you have any questions, drop by my office or send a note. Thanks for your continued
signature block is efforts to improve our customer service!
not necessary. Co-
workers tend to be Sam
connected on the
same e-mail system Samuel D. Hidalgo
and can easily find Director, Customer Service
one another. E-mails
to external audiences
require a signature
block with full
contact information.
4 Chapter 1: Succeeding in the Social and Mobile Workplace
Another random document with
no related content on Scribd:
PRINTED BY
MORRISON AND GIBB LIMITED, EDINBURGH.
FOOTNOTES:
[1]More accurately the coffee-house of the dome.—Translator’s

Note.
[2]The Arabs in this country keep no account of their age. The
most they can remember is that they were born the year this or
that happened.
[3]Chest.
[4]Correspondence in the Paris newspaper, the Journal des
Debats of 5th September 1893.
[5]M. Rouvier is newly appointed to Stockholm as French
Representative.
[6]Anthropologie Criminelle des Tunisiens Musulmans; Les
formes de la famille chez les premiers habitants de l’Afrique du
Nord; Exploration anthropologique de la Khroumirie.
[7]Duveyrier, Les Touareg du Nord; Captain Bissuel, Les
Touareg de l’Ouest; Largeau, Le Sahara Algerien.
[8]From Dr. E. F. Bojesen’s Handbook on Greek Antiquities.
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Essentials of Business Communication

11th Edition, (Ebook PDF)

Essentials of Business Communication 10th Edition,

Essentials of Business Communication 9th Edition –

Essentials of Business Communication 11e. Edition Mary

(eBook PDF) The Business Communication Handbook 11th

Essentials of Business Communication, 12th Edition Mary

Business Communication and Character 11th Edition Amy

Communication Works, 11th edition 11th Edition, (Ebook

Business Essentials, 11th Global Edition Ronald J.

Unit 1 Business ­Communication

Unit 2 T he Writing Process in

2-1 Examining the Communication Process 36 Critical Thinking 53

Summary of Learning Outcomes 51

3 Organizing and Drafting Business Messages 62

3-1 Drafting Workplace Messages 62 3-3 Drafting With Powerful Sentences 67

4 Revising Business Messages 87

4-1 Stopping to Revise: Applying Phase 3 Summary of Learning Outcomes 102

Unit 3 Workplace Communication

5-1 Writing Digital Age E-Mail Messages Critical Thinking 137

Summary of Learning Outcomes 134

6 Positive and Neutral Messages 150

6-1 Routine Messages: E-Mails, Memos, Critical Thinking 172

Summary of Learning Outcomes 170

7-1 Communicating Negative News Critical Thinking 208

Summary of Learning Outcomes 206

8 Persuasive Messages 219

8-1 Understanding Persuasion in a Social Summary of Learning Outcomes 237

Unit 4 Business Reports and

Summary of Learning Outcomes 276

10-1 Preparing Business Proposals 285 Summary of Learning Outcomes 312

Unit 5 Professionalism, Teamwork,

11 Professionalism at Work: Business Etiquette, Ethics,

12 Business Presentations 362

12-1 Creating Effective Business Summary of Learning Outcomes 384

Monkey Business Images/Shutterstock.com

14 Interviewing and Following Up 444

14-1 Interviewing Effectively in Today’s Critical Thinking 471

Summary of Learning Outcomes 468

Suggestive Twitter handles and user names

Soap operas, thunderous music, or a TV football

Using electronics during business meetings for

Are You Job-Ready? xi

Applying Strategic Writing Plans

writing quickly and confidently. The Eleventh

13. b (1.17b) 14. a (1.17c) 15. b (1.17d)

xii Are You Job-Ready?

The Eleventh Edition provides comprehensive guidance in

career or hurting your employers’ reputation with careless

Developing Digital Skills

Writing a Captivating Blog Using Digital Media Like a Pro:

Big Idea First DON’TS

Are You Job-Ready? xiii

Provide balanced reviews. Refuse payment for favorable critiques.

Networking— it’s whom you know.

applicant tracking systems and human readers.

Social media presence is a must.

It’s all digital.

Résumés must please scanners and skimmers.

Overwhelmed with candidates, recruiters hurriedly skim résumés

Conducting a Successful Job Search

xiv Are You Job-Ready?

Monkey Business Images/Shutterstock.com;

John Smith Design/Shutterstock.com

Unit 1 Business Communication

Unit 2 T he Writing Process in

4-1 Stopping to Revise: Applying Phase 3 Summary of Learning Outcomes 102

5-1 Writing Digital Age E-Mail Messages Critical Thinking 137

Unit 4 Business Reports and

Unit 5 Professionalism, Teamwork,