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The Anniversary Edition of this comprehensive text continues to focus on the development of effective written and oral communication skills while emphasizing real-world issues. The text is structured around a strategic model for business communication that integrates the dynamic forces of diversity, technology, legal and ethical constraints, and a team environment. In addition to strategy, this text delivers numerous opportunities for students to develop critical thinking skills through real-world cases and activities. By the end of the course, students have not only developed strong communication skills, but also a framework for evaluating and delivering communications within today's complex business environment.

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• Illustrated Preface(p. xvi)
• Part 1 Communication Foundations(p. 1)
• 1 Establishing a Framework for Business Communication(p. 2)
• Purposes of Communication(p. 4)
• The Communication Process(p. 4)
• Communication Within Organizations(p. 8)
• Communication Flow in Organizations(p. 11)
• Strategic Forces Influencing Business Communication(p. 16)
• 2 Exploring Business Communication Concepts(p. 46)
• Behavioral Theories that Impact Communication(p. 48)
• Nonverbal Communication(p. 51)
• Listening as a Communication Skill(p. 54)
• Group Communication(p. 59)
• Meeting Management(p. 65)
• Part 2 The Writing Process(p. 73)
• 3 Organizing and Composing Messages(p. 74)
• Step 1 Determining the Purpose and Channel(p. 76)
• Step 2 Envisioning the Audience(p. 78)
• Step 3 Adapting the Message to the Audience(p. 80)
• Communicating Ethically and Responsibly(p. 93)
• Step 4 Organizing the Message(p. 97)
• Step 5 Writing the First Draft(p. 100)
• 4 Revising and Proofreading Messages(p. 122)
• Creating Vivid Images(p. 123)
• Writing Clearly(p. 127)
• Writing Concisely(p. 130)
• Improving Readability(p. 134)
• Revising and Proofreading(p. 136)
• Part 3 Communicating Through Letters, Memorandums, and Electronic Communication(p. 155)
• 5 Writing Good-News, Routine, and Goodwill Messages(p. 156)
• Deductive Organizational Pattern(p. 157)
• Routine Claims(p. 159)
• Routine Requests(p. 162)
• Routine Messages About Orders and Credit(p. 171)
• Goodwill Messages(p. 174)
• Messages Written for an International Audience(p. 180)
• 6 Writing Memos and Electronic Communication(p. 198)
• Memorandums and E-Mail Messages as Informal Communications(p. 200)
• Special Guidelines for Effective E-Mail Usage(p. 205)
• Types of Deductive Memos and E-Mail Messages(p. 209)
• Web Pages as Universal Communications(p. 217)
• 7 Writing Bad-News Messages(p. 238)
• Choosing an Appropriate Organizational Pattern(p. 239)
• Developing a Bad-News Message(p. 242)
• Refusing a Request(p. 249)
• Denying a Claim(p. 253)
• Refusing an Order(p. 255)
• Denying Credit(p. 257)
• Writing a Constructive Criticism(p. 260)
• 8 Writing Persuasive Messages(p. 280)
• Persuasion Strategies(p. 281)
• Sales Messages(p. 285)
• Persuasive Requests(p. 294)
• Part 4 Communicating Through Reports and Business Presentations(p. 323)
• 9 Understanding the Report Process and Research Methods(p. 324)
• The Characteristics of Reports(p. 326)
• Basis for Reports: The Problem-Solving Process(p. 329)
• 10 Managing Data and Using Graphics(p. 362)
• Communicating Quantitative Information(p. 363)
• Using Graphics(p. 367)
• Including Graphics in Text(p. 384)
• 11 Organizing and Preparing Reports and Proposals(p. 394)
• Parts of a Formal Report(p. 396)
• Organization of Formal Reports(p. 403)
• Short Reports(p. 427)
• Proposals(p. 436)
• 12 Designing and Delivering Business Presentations(p. 458)
• Planning an Effective Business Presentation(p. 460)
• Organizing the Content(p. 462)
• Designing Compelling Presentation Visuals(p. 467)
• Refining Your Delivery(p. 485)
• Adapting to an Intercultural Audience(p. 494)
• Adapting for Alternate Delivery Methods(p. 497)
• Part 5 Communicating About Work and Jobs(p. 515)
• 13 Preparing Resumes and Application Letters(p. 516)
• Setting Goals and Planning(p. 518)
• Getting Essential Information(p. 518)
• Planning a Resume(p. 522)
• Constructing a Resume(p. 534)
• Supplementing a Resume(p. 550)
• Finding Prospective Employers(p. 551)
• Writing Application Letters(p. 561)
• 14 Interviewing for a Job and Preparing Employment Messages(p. 578)
• Understanding Types of Employment Interviews(p. 580)
• Preparing for an Interview(p. 583)
• Conducting a Successful Interview(p. 585)
• Preparing other Employment Messages(p. 594)
• Appendix A Document Format and Layout Guide(p. 1)
• Appearance(p. 2)
• Punctuation Styles and Letter Formats(p. 8)
• Standard Letter Parts(p. 9)
• Special Letter Parts(p. 17)
• Memorandum Formats(p. 20)
• Report Format(p. 24)
• Appendix B Documentation Formats(p. 1)
• In-Text Parenthetical Citations(p. 2)
• Footnote or Endnote Citations(p. 4)
• References (or Works Cited)(p. 5)
• Electronic Citation Methods(p. 6)
• Appendix C Language Review and Exercises(p. 1)
• Self-Check(p. 2)
• Nouns(p. 3)
• Pronouns(p. 4)
• Verbs(p. 7)
• Adjectives and Adverbs(p. 9)
• Sentence Structure(p. 10)
• Punctuation(p. 13)
• Numbers(p. 24)
• Abbreviations(p. 26)
• Capitalization(p. 27)
• Words Frequently Misused(p. 29)
• Self-Check(p. 35)
• Review Quiz(p. 36)
• Appendix D Grading Symbols(p. 1)
• Organization and Development(p. 2)
• Word Choice and Style(p. 2)
• Punctuation(p. 4)
• Mechanics(p. 5)
• Format(p. 5)
• Index(p. 1)