Business Communication, International Edition

Part I. FOUNDATIONS OF BUSINESS COMMUNICATION. 1. Understanding Business Communication. Communicating in Organizations. The Components of Communication. Verbal Communication. Directions of Communication. Barriers to Communication. Introducing the 3Ps (Problem, Process, Product) Model. The 3Ps in Action (Problem, Process, Product): Using Euphemisms Apropriately. Appendix: Urban Systems, Inc.. 2. Contemporary Issues in Business Communication. Contemporary Business Communication Issues. Communicating in Work Teams. Communicating in a Diverse Environment. Ethics and Communication. Communicating via E-Mail. The 3Ps in Action (Problem, Process, Product): Writing an Ethical Statement. 3. Interpersonal Communication Skills. Nonverbal Communication. Listening. Communicating by Telephone. Business Meetings. The 3Ps in Action (Problem, Process, Product): A Plan for a Business Meeting. Part II. DEVELOPING YOUR BUSINESS WRITING SKILLS. 4. The Writing Process. An Overview of the Writing Process. Planning. Drafting. Revising. Formatting and Proofreading. The 3Ps in Action (Problem, Process, Product): A Simple Memo. 5. Revising Your Writing. What Do We Mean by Style? Choosing the Right Words. Writing Effective Sentences. Developing Logical Paragraphs. Creating an Appropriate Tone. Effective Business Writing. The 3Ps in Action (Problem, Process, Product): Writing an Unbiased Message. Part III. CORRESPONDANCE. 6. Routine Messages. Planning the Routine Message. Routine Requests. Routine Replies. Routine Claim Letters. Routine Adjustment Letters. Goodwill Messages. The 3Ps in Action (Problem, Process, Product): A Routine Adjustment Letter. 7. Persuasive Messages. Planning the Persuasive Message. Organizing a Persuasive Request. Common Types of Persuasive Requests. Writing a Sales Letter. The 3Ps in Action (Problem, Process, Product): A Sales Letter. 8. Bad-News Messages. Planning the Bad-News Message. Bad-News Replies. Announcing Bad News. The 3Ps in Action (Problem, Process,Product):