Chapter 1: Communicating at Work
- Identify changes in the workplace and explain the importance of communication
- Describe the process of communication.
- Discuss barriers to interpersonal communication and the means of overcoming
- Analyze the functions and procedures of communication in organizations.
- Assess the flow of communication in organizations including barriers
and methods for overcoming those barriers.
- List the goals of ethical business communication and describe important
tools for doing the right thing.
Chapter 2: Communicating in Small Groups
- Discuss why groups and teams are formed and how they are different.
- Describe team development, team and group roles, dealing with conflict,
and methods for reaching group decisions.
- Identify the characteristics of successful teams including an emphasis
on workplace etiquette.
- List techniques for organizing team-based written and oral presentations.
- Discuss how to plan and participate in productive meetings.
- Describe collaboration technologies used to facilitate meetings, manage
projects, and make decisions.
Chapter 3: Workplace Listening in Small Groups and Teams
- Explain the importance of listening in the workplace and describe
three types of workplace listening.
- Discuss the listening process and its barriers.
- Enumerate ten techniques for improving workplace listening.
- Define nonverbal communication and explain its functions.
- Describe the forms of nonverbal communication and how they can be
used positively in your career.
- List specific techniques for improving nonverbal communication skills
in the workplace.
Chapter 4: Communicating Across Cultures
- Discuss three significant trends related to the increasing importance
of intercultural communication.
- Define culture. Describe five significant characteristics of culture,
and compare and contrast five key dimensions of culture.
- Explain the effects of ethnocentrism, tolerance, and patience in achieving
- Illustrate how to improve nonverbal and oral communication in intercultural
- Illustrate how to improve written messages in intercultural environments.
- Discuss intercultural ethics, including ethics abroad, bribery, prevailing
customs, and methods for coping.
- Explain the challenge of capitalizing on workforce diversity, including
its dividends and its divisiveness. List tips for improving harmony
and communication among diverse workplace audiences.
Chapter 5: Writing Process Phase 1: Analyze, Anticipate, Adapt
- Identify three basics of business writing, summarize Guffey’s
3-x-3 writing process, and explain how a writing process helps a writer.
- Explain how the writing process may be altered and how it is affected
by team projects.
- Clarify what is involved in analyzing a writing task and selecting
a communication channel.
- Describe anticipating and profiling the audience for a message.
- Specify six writing techniques that help communicators adapt messages
to the task and audience.
- Explain why communicators must adapt their writing in four high-risk
Chapter 6: Writing Process Phase 2: Research, Organize, Compose
- Apply Phase 2 of the 3-x-3 writing process, which begins with formal
and informal methods for researching data and generating ideas.
- Specify how to organize data into lists and alphanumeric or decimal
- Compare direct and indirect patterns for organizing ideas.
- Discuss composing the first draft of a message, focusing on techniques
for creating effective sentences.
- Define a paragraph and describe three classic paragraph plans and
techniques for composing meaningful paragraphs.
Chapter 7: Writing Process Phase 3: Revise, Proofread, Evaluate
- Apply Phase 3 of the 3-x-3 writing process, which begins with techniques
to make a message clear and conversational.
- Describe specific revision tactics that make a message concise.
- Describe revision techniques that make a message vigorous and direct.
- Discuss revision strategies that improve readability.
- Recognize proofreading problem areas, and be able to list techniques
for proofreading both routine and complex documents.
- Evaluate a message to judge its success.
Chapter 8: Routine E-Mail Messages and Memos
- Discuss how Guffey’s 3-x-3 writing process helps you produce
effective e-mail messages and memos.
- Analyze the structure and formatting of e-mail messages and memos.
- Describe smart e-mail practices, including getting started; content,
tone, and correctness; netiquette; reading and replying to e-mail; personal
use; and other practices.
- Write information and procedure e-mail messages and memos.
- Write request and reply e-mail messages and memos.
- Write confirmation e-mail messages and memos.
Chapter 9: Routine Letters and Goodwill Messages
- Explain why business letters are written and how the three phases
of Guffey’s 3-x-3 writing process relate to creating successful
- Analyze the structure and characteristics of good business letters.
- Write direct letters that request information and action as well as
place orders for products and services.
- Write letters that make direct claims.
- Write letters that comply with requests.
- Write letters that make adjustments.
- Write letters of recommendation.
- Write messages that generate goodwill.
- Modify international letters to accommodate other cultures.
Chapter 10: Persuasive and Sales Messages
- Apply the 3-x-3 writing process to persuasive messages.
- Explain the components in a persuasive message and how to blend them
- Write successful persuasive messages including requesting favours
and actions, persuading within organizations, and writing complaint
- Plan and compose outstanding sales messages.
- Describe the basic elements in persuasive press releases.
Chapter 11: Negative Messages
- Describe the goals and strategies of business communicators in delivering
bad news, including knowing when to use the direct and indirect patterns,
applying the writing process, and avoiding legal problems.
- Explain techniques for delivering bad news sensitively.
- Identify routine requests and describe a strategy for refusing such
- Explain techniques for delivering bad news to customers.
- Explain techniques for delivering bad news within organizations.
- Compare strategies for revealing bad news in different cultures.
Chapter 12: Preparing to Write Business Reports
- Describe business report basics, including functions, patterns, writing
style, and formats.
- Apply Guffey’s 3-x-3 writing process to business reports.
- Understand where to find and how to use print and electronic sources
of secondary data.
- Understand where to find and how to use sources of primary data.
- Recognize the purposes and techniques of documentation in business
- Illustrate reports with graphics that create meaning and interest.
Chapter 13: Organizing and Writing Typical Business Reports
- Use tabulating and statistical techniques to sort and interpret report
- Draw meaningful conclusions and make practical report recommendations.
- Organize report data logically and provide cues to aid comprehension.
- Prepare typical informational reports.
- Prepare typical analytical reports.
Chapter 14: Proposals and Formal Reports
- Discuss the components of informal proposals.
- Discuss the special components in formal proposals.
- Discuss the components of typical business plans.
- Identify formal report components that precede the introduction as
well as elements to include in the introduction.
- Describe formal report components that follow the introduction.
- Specify tips that aid writers of formal reports.
Chapter 15: Speaking with Confidence
- Discuss two important first steps in preparing effective oral presentations.
- Explain the major elements in organizing the content of a presentation,
including the introduction, body, and conclusion.
- Identify techniques for gaining audience rapport, including using
effective imagery, providing verbal signposts, and sending appropriate
- Discuss designing and using effective visual aids, handouts, and
multimedia presentation materials.
- Specify delivery techniques for use before, during, and after a presentation.
- Explain effective techniques for adapting oral presentations to cross-cultural
- List techniques for improving telephone, voice mail, and remote conferencing
Chapter 16: Employment Communication
- Prepare for employment by identifying your interests, evaluating
your assets, recognizing the changing nature of jobs, choosing a career
path, and studying traditional and electronic job-search techniques.
- Compare and contrast chronological, functional, and combination résumés.
- Organize, format, and produce a persuasive résumé.
- Describe techniques that optimize a résumé for today’s
technologies, including preparing a scannable résumé,
an inline résumé, and an e-portfolio.
- Write a persuasive cover letter to accompany a résumé.
- Write effective employment follow-up letters and other messages.
- Evaluate successful job interview strategies.