Business Communications at Work, 3e is a very practical, hands-on text-workbook to help students learn to use
the types of communication that they are most apt to experience on the job. The book is full of examples of letters,
memos, and correspondence designed to demonstrate the application of the principles covered in the book. A Web
site for this book provides supplemental learning exercises. Although the main focus of the book is written communication,
a chapter on listening and making a presentation is now included. Each chapter of the book is an independent unit
that allows the teacher the flexibility of covering most chapters in any order. This flexibility allows the teacher
to customize the course to meet the needs of individual classes. Many chapters are easily broken into units so
teachers can cover just the units they want.
New Features
NEW section in chapter 4 on "speaking". Speaking is vitally important in business and, in many instances,
determines whether an individual advances in his/her career. By discussing the basics of speaking near the beginning
of the text, instructors can incorporate more oral communications (including giving effective presentations) in
various exercises throughout the rest of the chapters.
Completely revised the "Technology" chapter. This chapter now includes effective use of technology
in communications with a strong emphasis on communicating electronically--specifically the effective use of e-mail;
"when" to use e-mail; guidelines on "how" to use e-mail from formatting to content; company
policies; confidentiality; etc. The increasing use of e-mail and, with that, the seemingly decreasing quality of
communications--because e-mails are fast and informal, the quality that is required in business appears to be eroding.
Table of Contents
Unit 1
Chapter 1: Setting the Stage for Effective Communication
Chapter 2: Choosing the Right Words
Chapter 3: Developing Sentences and Paragraphs
Unit 2
Chapter 4: Developing Listening and Speaking Skills
Chapter 5: Planning and Organizing Business Messages
Chapter 6: Using Technology to Improve Communication
Chapter 7: Formatting Business Messages
Unit 3
Chapter 8: Goodwill Principles and Goodwill Messages
Chapter 9: Messages for Inquiries and Requests
Chapter 10: Claim and Adjustment Messages
Chapter 11: Persuasive Messages
Chapter 12: Order, Credit, and Collection Messages
Unit 4
Chapter 13: Developing Memos and Memo Reports
Chapter 14: Creating Press Releases, Newsletters, and Letters to Public Officials
Chapter 15: Constructing and Presenting Reports
Chapter 16: Preparing Meeting Communications
Unit 5
Chapter 17: Conducting the Job Search
Chapter 18: Selling Yourself to Employers
