Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. ix Contents unit1 Business Communication in the Digital Age 1 Communicating in the Digital-Age Workplace 2 Summary of Learning Objectives 22 Chapter Review 23 Critical Thinking 24 Activities and Cases 24 Grammar/Mechanics Checkup—1 29 Editing Challenge—1 30 Communication Workshop 31 Endnotes 32 Acknowledgments 33 John Lund/Sam Diephuis/ Blend Images/Getty Images 1-1 Mastering the Tools for Success in the Twenty-First-Century Workplace 2 1-2 Developing Listening Skills 10 1-3 Learning Nonverbal Communication Skills 11 1-4 Recognizing How Culture Affects Communication 14 1-5 Building Intercultural Workplace Skills 18 unit 2 The Business Writing Process in the Digital Age 2 Planning Business Messages 36 Understanding the Communication Process 36 Using the 3-x-3 Writing Process as a Guide 38 Analyzing and Anticipating the Audience 41 Using Expert Writing Techniques to Adapt to 44 Your Audience 44 2-5 Developing Additional Expert Writing Techniques 47 Summary of Learning Objectives 52 Chapter Review 53 Critical Thinking 54 Writing Improvement Exercises 54 Radical Rewrites 58 Activities 59 Grammar/Mechanics Checkup—2 59 Editing Challenge—2 60 Communication Workshop 61 Endnotes 62 Acknowledgments 62 © Dean Drobot/Shutterstock.com 2-1 2-2 2-3 2-4 3 Organizing and Drafting Business Messages 63 3-1 Drafting Workplace Messages 63 3-2 Organizing Information to Show Relationships 66 3-3 Composing the First Draft With Effective Sentences 69 3-4 Developing Business Writing Techniques 71 3-5 Drafting Well-Organized, Effective Paragraphs 75 Summary of Learning Objectives 76 Chapter Review 77 x Critical Thinking 79 Writing Improvement Exercises 79 Radical Rewrites 85 Grammar/Mechanics Checkup—3 86 Editing Challenge—3 87 Communication Workshop 88 Endnotes 89 Acknowledgments 89 Contents Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. 4 Revising Business Messages 90 4-1 Taking Time to Revise: Applying Phase 3 of the Writing Process 90 4-2 Making Your Message Clear 95 4-3 Enhancing Readability Through Document Design 98 4-4 Proofreading to Catch Errors 103 4-5 Evaluating the Effectiveness of Your Message 105 Summary of Learning Objectives 105 Chapter Review 106 Critical Thinking 107 Writing Improvement Exercises 108 Radical Rewrites 114 Grammar/Mechanics Checkup—4 115 Editing Challenge—4 116 Communication Workshop 117 Endnotes 118 Acknowledgments 118 unit 3 Workplace Communication 5 Short Workplace Messages and Digital Media 120 Summary of Learning Objectives 139 Chapter Review 140 Critical Thinking 141 Writing Improvement Exercises 142 Radical Rewrites 144 Activities and Cases 146 Grammar/Mechanics Checkup—5 150 Editing Challenge—5 152 Communication Workshop 153 Endnotes 154 Acknowledgments 155 Purestock/Thinkstock 5-1 Preparing Digital-Age E-Mail Messages and Memos 120 5-2 Workplace Messaging and Texting 127 5-3 Making Podcasts and Wikis Work for Business 130 5-4 Blogging for Business 132 5-5 Web 2.0: Social Networking 136 6 Positive Messages 156 6-1 Routine Messages: E-Mails, Memos, and Letters 156 6-2 Typical Request, Response, and Instruction Messages 158 6-3 Direct Claims and Complaints 164 6-4 Adjustment Messages 168 6-5 Goodwill Messages 171 Summary of Learning Objectives 175 Chapter Review 176 Critical Thinking 177 Writing Improvement Exercises 177 Radical Rewrites 179 Activities and Cases 182 Grammar/Mechanics Checkup—6 188 Editing Challenge—6 189 Communication Workshop 190 Endnotes 191 Acknowledgments 191 Contents Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. xi 7 Negative Messages 192 7-1 7-2 7-3 7-4 7-5 Communicating Negative News Effectively 192 Analyzing Negative News Strategies 194 Composing Effective Negative Messages 197 Refusing Typical Requests and Claims 202 Managing Bad News Within Organizations 206 Summary of Learning Objectives 211 Chapter Review 212 Critical Thinking 213 Writing Improvement Exercises 213 Radical Rewrites 215 Activities and Cases 217 Grammar/Mechanics Checkup—7 222 Editing Challenge—7 223 Communication Workshop 224 Endnotes 225 Acknowledgments 225 8 Persuasive Messages 226 8-1 Understanding Persuasion in the Digital Age 226 8-2 Planning and Writing Persuasive Requests 228 8-3 Writing Effective Persuasive Claims and Complaints 229 8-4 Crafting Persuasive Messages in Digital-Age Organizations 232 8-5 Creating Effective Sales Messages in Print and Online 233 Summary of Learning Objectives 243 Chapter Review 244 Critical Thinking 246 Writing Improvement Exercises 246 Radical Rewrites 247 Activities and Cases 250 Grammar/Mechanics Checkup—8 258 Editing Challenge—8 259 Communication Workshop 260 Endnotes 261 Acknowledgments 262 unit 4 Business Reports 9-1 9-2 9-3 9-4 9-5 Reporting in the Digital Age 264 Report Formats and Heading Levels 268 Defining the Purpose and Gathering Data 273 Writing Short Informational Reports 275 Preparing Short Analytical Reports 279 Summary of Learning Objectives 288 Chapter Review 289 xii ©Evgeny Karandaev/Shutterstock.com 9 Informal Reports 264 Critical Thinking 290 Activities and Cases 290 Grammar/Mechanics Checkup—9 294 Editing Challenge—9 296 Communication Workshop 297 Endnotes 298 Acknowledgments 298 Contents Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. 10 Proposals and Formal Reports 299 10-1 Preparing Business Proposals 299 10-2 Writing and Editing Formal Business Reports 305 10-3 Conducting Primary and Secondary Research 308 10-4 Documenting and Citing Sources in Business Reports 316 10-5 Incorporating Meaningful Visual Aids and Graphics 318 10-6 Understanding Report Components 325 Summary of Learning Objectives 339 Chapter Review 340 Critical Thinking 341 Activities and Cases 342 Grammar/Mechanics Checkup—10 347 Editing Challenge—10 348 Communication Workshop 349 Endnotes 350 Acknowledgments 350 unit 5 Professionalism, Teamwork, Meetings, and Speaking Skills 11 Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings 352 Summary of Learning Objectives 376 Chapter Review 377 Critical Thinking 378 Activities and Cases 378 Grammar/Mechanics Checkup—11 383 Editing Challenge—11 385 Communication Workshop 386 Endnotes 386 Acknowledgments 388 Purestock/Thinkstock 11-1 Developing Professionalism and Business Etiquette Skills at the Office and Online 352 11-2 Communicating Face-to-Face on the Job 355 11-3 Following Professional Telephone and Voice Mail Etiquette 361 11-4 Adding Value to Professional Teams 364 11-5 Planning and Participating in Face-to-Face and Virtual Meetings 368 12 Business Presentations 389 12-1 Preparing Effective Business Presentations 389 12-2 Organizing Content for Impact and Audience Rapport 392 12-3 Understanding Contemporary Visual Aids 398 12-4 Preparing Engaging Multimedia Presentations 400 12-5 Polishing Your Delivery and Following Up 406 Summary of Learning Objectives 411 Chapter Review 412 Critical Thinking 413 Activities and Cases 414 Grammar/Mechanics Checkup—12 420 Editing Challenge—12 421 Communication Workshop 422 Endnotes 423 Acknowledgments 423 Contents Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. xiii unit 6 Employment Communication 13-1 Job Searching in the Digital Age 426 13-2 Developing a Job-Search Strategy Focused on the Open Job Market 429 13-3 Pursuing the Hidden Job Market With Networking 431 13-4 Creating a Customized Résumé 435 13-5 Optimizing Your Job Search With Today’s Digital Tools 448 13-6 Creating Customized Cover Messages 454 Radius/SuperStock 13 The Job Search and Résumés in the Digital Age 426 Summary of Learning Objectives 462 Chapter Review 463 Critical Thinking 464 Radical Rewrites 465 Activities and Cases 467 Grammar/Mechanics Checkup—13 469 Editing Challenge—13 471 Communication Workshop 472 Endnotes 472 Acknowledgments 473 14 Interviewing and Following Up 474 Chapter Review 499 Critical Thinking 501 Activities and Cases 501 Grammar/Mechanics Checkup—14 507 Editing Challenge—14 508 Communication Workshop 509 Endnotes 510 Ack

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