1. Getting the Message Across Business Communication as a Path to Success The Communication Process Communicating in Organizations Ethical Communication Cross-Cultural Communication Workshops and Discussion Forums Writing Improvement Exercises Online Activities 2. Getting Started: Planning and Writing Business Messages Steps in the Writing Process Collaborative Writing Workshops and Discussion Forums Writing Improvement Exercises Online Activities 3. Business Style--Word Choice, Conciseness and Tone Word Choice Achieving Conciseness Tone Workshop and Discussion Forum Writing Improvement Exercises Online Activities 4. Business Style--Sentences and Paragraphs Effective Sentences Effective Paragraphs Proofreading Chapter Review Checklist Workshop and Discussion Forum Writing Improvement Exercises Online Activities 5. Memorandums and E-mail Memorandums E-mail Instant Messaging Chapter Review Checklist Workshops and Discussion Forums Writing Improvement Exercises Online Activities 6. Routine and Goodwill Messages Direct Writing Plan Requests Responses Goodwill Messages Informative Letters Checklist for Positive and Informative Messages Letter Formats Workshops and Discussion Forums Writing Improvement Exercises Writing Cases Online Activities 7. Delivering Unfavourable News Tone in Bad News Messages Organizing Bad News Messages Direct Writing Plan for Bad News Messages Indirect Writing Plan for Bad News Messages Types of Bad News Messages Chapter Review Checklist Workshop and Discussion Forum Writing Improvement Exercises Writing Cases Online Exercises 8. Persuasive Messages Background to Persuasive Messages Types of Persuasive Messages Sales Messages Checklist for Persuasive Messages Workshops and Discussion Forums Writing Improvement Exercises Writing Cases Online Exercises 9. Communicating for Employment Analyzing Your Career Goals and Qualifications Job Hunting Writing Persuasive Resumes Preparing a Persuasive Application Letter Job Interviews Preparatory and Follow-up Employment Messages Checklists for Resumes and Cover Letters Online Job Bank and Career Resources Workshops and Discussion Forums Writing Improvement Exercises Online Exercises 10. Informal Reports Introduction to Report Writing Commonly Used Short Reports Using Visuals and Graphics Workshops and Discussion Forums Writing Improvement Exercises Writing Cases Online Activities 11. Proposals and Formal Reports Proposals Researching and Collecting Data Formal Reports Elements of Formal Reports Report Writing Checklist Workshops and Discussion Forums Writing Improvement Exercises Writing Cases Online Activities 12. Oral Communication Oral Presentations Organizing and Managing Meetings Communicating by Phone Dealing with the Media Workshops and Discussion Forums Exercises Online Activities Appendix A: Business Usage--A Style and Mechanics Guide Appendix B: Grammar Handbook Glossary Subject Index