book

Business Communication, Third Edition

Name: Business Communication, Third Edition
ISBN: 9780133863307

by Barbara Shwom, Lisa Gueldenzoph Snyder

June 2015

Intermediate to advanced

480 pages

31h 52m

English

Pearson

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Business Communication
Business Communication
About the Authors
Contents
Contents
A Word of Thanks
ReviewersAccuracy CheckersContributors to the Instructor’s ResourcesGraduate AssistantsMyLab Contributors
1 Developing Your Professional Presence
STUDY QUESTIONS Improve Your Grade!Chapter 1 | Introduction
SQ1 Why is it challenging to communicate well?
Communication is a complex processCommunication is affected by contextCommunication is more than transmission of messages
SQ2 What are the benefits of being a good communicator?
Effective business communicators have a competitive edge in the job marketCommunication skills will contribute to your company’s and your own successCommunication skills will make you a more valuable employeeCommunication skills may improve your salaryGood communication skills can improve your personal lifeBeing strategicPurposefulAudience-orientedPersuasiveBeing professionalAppropriate to the situationClear and conciseEthicalBeing adaptableCurrent with technology and social mediaChoosing the best technology for the task.Avoiding technology traps.Adapting familiar technology to business use.Able to work with many culturesCollaborative

End of Chapter Study Questions in Review
SQ1 Why is it challenging to communicate well? (pages 4–6)
SQ2 What are the benefits of being a good communicator? (pages 6–8)
SQ3 What characteristics will help you communicate effectively? (pages 8–19)
Visual Summary
Key Terms
Review Questions
Critical Thinking Questions
Key Concept Exercises
SQ1Why is it challenging to communicate well? (pages 4–6)SQ2What are the benefits of being a good communicator? (pages 6–8)SQ3 What characteristics will help you communicate effectively? (pages 8–19)
Writing Exercises
Collaboration Exercises
Social Media Exercises
Speaking Exercises
Grammar Exercises
References
2 Working with Others
Study QuestionsImprove Your Grade!Chapter 2 | Introduction
SQ1 What listening skills will help you communicate better with others?
Hearing accuratelyComprehending and interpreting“Listen” to nonverbal communicationAsk questions and paraphrase to ensure understandingBe aware of gender-specific communication stylesEvaluatingResponding
SQ2 How can you help others listen well when you speak?
Focus on your audienceShare the conversationUse clear, concrete, unambiguous languageSupport your message with good nonverbal communicationAvoid language that triggers a negative responseFrame negative comments positively
SQ3 How can you manage interpersonal conflict?
Identify the cause of the conflictCompeting goalsDifferences of opinionFaulty assumptionsRelational issuesEgo issuesSelect an appropriate management technique
SQ4 How can you improve your communication with people from different cultures?
Understand how cultures differHigh context versus low contextIndividualism versus collectivismPower distanceUncertainty avoidanceTime orientationDevelop strategies that help you communicate with diverse groups
SQ5 How can you work effectively as part of a team?
Assemble an effective teamAgree on team goals and standardsPay attention to team development and dynamicsDevelop good leadership practicesPlan for effective meetingsBe a good team member
Listening for Understanding
Framing Negative Criticism PositivelyUnderstanding ConflictManaging Cultural DiversityReaping the Benefits of Teamwork
End of Chapter Study Questions in Review
SQ1 What listening skills will help you communicate better with others? (pages 32–38)SQ2 How can you help others listen well when you speak? (pages 38–41)SQ3 How can you manage interpersonal conflict? (pages 41–47)SQ4 How can you improve your communication with people from different cultures? (pages 47–51)SQ5 How can you work effectively as part of a team? (pages 51–58)
Visual Summary
Key Terms
Review Questions
Critical Thinking Questions
Key Concept Excercises
SQ1 What listening skills will help you communicate better with others? (pages 32–38)SQ2 How can you help others listen well when you speak? (pages 38–41)SQ3 How can you manage interpersonal conflict? (pages 41–47)SQ4 How can you improve your communication with people from different cultures? (pages 47–51)SQ5 How can you work effectively as part of a team? (pages 51–58)
Writing Exercises
Collaboration Exercises
Social Media Exercises
Speaking Exercises
Grammar Exercises
References
3Managing the Communication Process
Study QuestionsImprove Your Grade!Chapter 3 | Introduction
SQ1 What are the benefits of analyzing?
Analyzing the purpose focuses the messageAnalyzing the audience helps you meet their needsAnalyzing the content ensures a complete messageAnalyzing the medium helps you choose the best delivery option
SQ2 What is involved in composing?
Deciding when and where to composeOrganizing the messageDrafting the contentDesigning a professional format and deliveryEmail messagesMemosLettersVoice mail messages
SQ3 How does evaluating improve your communication?
Evaluating content helps you achieve your purpose and outcomeEvaluating for clarity and conciseness improves comprehensionEvaluating for style and tone helps you project a professional imageEvaluating for correctness increases your credibilityFamiliarize yourself with five types of errorsCheck systematically for errorsReviewing feedback helps you become a better communicator
What Is the Desired Outcome?
What Content Does the Audience Need?Which Medium Is Best?How Can I Structure My Content?
End of Chapter Study Questions in Review
SQ1 What are the benefits of analyzing? (pages 77–81)SQ2 What is involved in composing? (pages 82–90)SQ3 How does evaluating improve your communication? (pages 91–98)
Visual Summary
Key Terms
Review Questions
Critical Thinking Questions
Key Concept Exercises
SQ1 What are the benefits of analyzing? (pages 77–81)SQ2 What is involved in composing? (pages 82–90)SQ3 How does evaluating improve your communication? (pages 91–98)
Writing Exercises
Collaboration Exercises
Speaking Exercises
Social Media Exercises
Grammar Exercises
References
4 Communicating Routine Messages and Building Goodwill
Study QuestionsImprove Your Grade!Chapter 4 | Introduction
SQ1 How do you compose messages containing questions and requests?
Decide between a direct or an indirect messageProvide reasons for the requestAdopt a “you” perspective and include audience benefitsConclude with gratitude and a call for action
SQ2 How do you compose informational messages?
Reply to questions with a direct answerRespond to customer requests and comments by creating goodwillHighlight key points in confirmation messagesOrganize routine announcements so they are easy to skimFormat instructions so readers can easily follow the stepsKeep text and IM messages short and focused
SQ3 What kinds of messages build goodwill in business relationships?
Thank-you messagesCongratulatory messagesSympathy messages“For-your-information” messages
End of Chapter Study Questions in Review
SQ1 How do you compose messages containing questions and requests? (pages 116–120)SQ2 How do you compose informational messages? (pages 120–127)SQ3 What kinds of messages build goodwill in business relationships? (pages 128–132)Visual Summary Key Terms Review Questions Critical Thinking Questions Key Concept Exercises SQ1 How do you compose messages containing questions and requests? (pages 116–120)SQ2 How do you compose informational messages? (pages 120–127)SQ3 What kinds of messages build goodwill in business relationships? (pages 128–132)Writing Exercises Collaboration Exercises Social Media Exercises Speaking Exercises Grammar Exercises
References
5 Communicating Persuasive Messages
Study QuestionsImprove Your Grade!Chapter 5 | Introduction
SQ1 How can the ACE process help you persuade your audience?
Analyzing helps you plan your messageAnalyze your purpose, desired outcome, and business resultAnalyze your audiences’ and stakeholders’ needsAnalyze medium choicesComposing implements the persuasive planEvaluating helps you review the draft for effectiveness
SQ2 What are the basic elements of persuasion?
Building credibilityConstructing a logical argumentAppealing to your audience’s emotionsAppeal to your audience’s emotional and psychological needsMake appeals based on widely studied psychological principlesShow your own emotional commitmentUse storytelling and powerful language to make evidence compelling
SQ3 What types of business messages typically require persuasion?
Recommendations for actionRequests for favorsAnalyzeComposeEvaluatePersuasive customer claimsAnalyzeComposeEvaluateSales messages
SQ4 How can you use persuasion to improve teamwork and collaboration?
Use persuasion to motivate othersIncorporate persuasion into the team decision-making process
Persuading Lenders to Fund a Loan
Identifying Benefits and ObjectionsBuilding Credibility through a WebsiteWriting a Persuasive Sales Message
End of Chapter Study Questions in Review
SQ1 How can the ACE process help you persuade your audience? (pages 146–151)SQ2 What are the basic elements of persuasion? (pages 151–158)SQ3 What types of business messages typically require persuasion? (pages 159–166)SQ4 How can you use persuasion to improve teamwork and collaboration? (pages 167–168)
Visual Summary
SQ1 How can the ACE process help you persuade your audience?SQ2 What are the basic elements of persuasion?SQ3 What types of business messages typically require persuasion?SQ4 How can you use persuasion to improve teamwork and collaboration?
Key Terms
Review Questions
Critical Thinking Questions
Key Concept Exercises
SQ1 How can the ACE process help you persuade your audience? (pages 146–151)SQ2 What are the basic elements of persuasion? (pages 151–158)SQ3 What types of business messages typically require persuasion? (pages 159–166)SQ4 How can you use persuasion to improve teamwork and collaboration? (pages 167–168)
Writing Exercises
Collaboration Exercises
Social Media Exercises
Speaking Exercises
Grammar Exercises
References
6 Communicating Bad News
Study QuestionsImprove Your Grade!Chapter 6 | Introduction
SQ1 How should you analyze and plan a bad-news message?
Ask questions that help you develop contentSelect the best medium to achieve your goal
SQ2 What are effective strategies for composing bad-news messages?
Decide where to state the bad newsPhrase the bad news clearlySoften the bad newsDevelop an effective bufferPosition good news ahead of bad newsSubordinate the bad newsUse positive or neutral languageClose the message positively
SQ3 How should you evaluate bad-news messages?
Evaluate the message’s clarity, honesty, and sense of goodwillEvaluate the business result
SQ4 What types of bad-news messages are common in business?
Denying requests or turning down invitationsDenying customer claimsRejecting recommendations or proposalsAcknowledging mistakes or problemsCommunicating performance problemsCommunicating negative change
Softening the Impact of Bad News
Bad News in the MailBad News from the ProfessorAs a Customer, How Do You Feel?
End of Chapter Study Questions in Review
SQ1 How should you analyze and plan a bad-news message? (pages 186–189)SQ2 What are effective strategies for composing bad-news messages? (pages 189–195)SQ3 How should you evaluate bad-news messages? (pages 195–196)SQ4 What types of bad-news messages are common in business? (pages 196–204)
Visual Summary
Key Terms
Review Questions
Critical Thinking Questions
Key Concept Exercises
SQ1 How should you analyze and plan a bad-news message? (pages 186–189)SQ2 What are effective strategies for composing bad-news messages? (pages 189–195)SQ3 How should you evaluate bad-news messages? (pages 195–196)SQ4 What types of bad-news messages are common in business? (pages 196–204)
Writing Exercises
Collaboration Exercises
Social Media Exercises
Speaking Exercises
Grammar Exercises
References
7 Using Social Media in Business
Study QuestionsImprove Your Grade! Chapter 7 | Introduction
SQ1 How can businesses plan, implement, and evaluate a social media strategy?
Analyze goals, audience, and social media options to develop a social media strategyCompose effective social media content for each platformEvaluate the success of your social media efforts
SQ2 What are good practices for composing and publishing social media content?
Facebook: Post strategicallyTwitter: Be short and focusedPinterest: Engage with visual contentBlogs: Offer insights, advice, and information
SQ3 How can businesses use social media to accomplish specific communication goals?
Use social media to build goodwillProvide quick responses to questions and concernsProvide useful information that audiences want and needBuild a positive online communityUse social media to persuadeBuild credibility by providing valuable contentDevelop a strategy to motivate actionUse persuasive techniques to appeal to emotionControl the spread of bad news through social mediahave a plan in placeRespond quicklyRespond genuinely
SQ4 How can you, as an employee, use social media responsibly?
Follow guidelines to avoid damage to your and your company’s reputations
Developing a social media strategy
Composing Social Media Content That Engages the AudienceControlling the Spread of Bad News Using Social Media
End of Chapter Study Questions in Review
SQ1 How can businesses plan, implement, and evaluate a social media strategy? (pages 220–225)SQ2 What are good practices for composing and publishing social media content? (pages 225–231)SQ3 How can businesses use social media to accomplish specific communication goals? (pages 232–242)SQ4 How can you, as an employee, use social media responsibly? (pages 242–243)
Visual Summary
Key Terms
Review Questions
Critical Thinking Questions
Key Concepts Exercises
SQ1 How can businesses plan, implement, and evaluate a social media strategy? (pages 220–225)SQ2 What are good practices for composing and publishing social media content? (pages 225–231)SQ3 How can businesses use social media to accomplish specific communication goals? (pages 232–242)SQ4 How can you, as an employee, use social media responsibly? (pages 242–243)
Writing Exercises
Collaboration Exercises
Social Media Exercises
Speaking Exercises
Grammar Exercises
References
8 Finding and Evaluating Business Information
Study QuestionsImprove Your Grade!Chapter 8 | Introduction
SQ1 How do you determine what information you need?
Analyze the research question and topicIdentify audience concerns and needsEstablish the scope of the researchDefine research activitiesDevelop a work plan
SQ2 How do you conduct research in print and online sources?
Gather relevant print and electronic filesSearch the web strategicallyUse an online index or database to find articles and business dataUse a library or bookseller to find relevant booksFollow leads in good sourcesEvaluate your sources for credibility
SQ3 How do you conduct primary research?
Conduct survey research to gather information that is easy to compareChoose which people to surveyDecide on a survey mediumCompose effective survey questionsAnalyze, interpret, and evaluate resultsConduct interview research to gather in-depth informationConduct observational research to understand how people act
SQ4 How can you use social media in your research?
Search for expertsPost questions to your network and beyondGather anecdotal evidence
SQ5 How can you effectively organize the results of your research?
Build your reference list as you researchOrganize documents and notes on your computer and “in the cloud”Organize your findings by research questions
Receiving a Research Assignment
Developing a Work PlanResearching Online SourcesConducting Primary ResearchOrganizing Research Results
End of Chapter Study Questions in Review
SQ1 How do you determine what information you need? (pages 258–263)SQ2 How do you conduct research in print and online sources? (pages 263–270)SQ3 How do you conduct primary research? (pages 271–278)SQ4 How can you use social media in your research? (pages 278–279)SQ5 How can you effectively organize the results of your research? (pages 279–282)
Visual Summary
Key Terms
Review Questions
Critical Thinking Questions
Key Concept Exercises
SQ1 How do you determine what information you need? (pages 258–263)SQ2 How do you conduct research in print and online sources? (pages 263–270)SQ3 How do you conduct primary research? (pages 271–278)SQ4 How can you use social media in your research? (pages 278–279)SQ5 How can you effectively organize the results of your research? (pages 279–282)
Writing Exercises
Collaboration Exercises
Social Media Exercises
Speaking Exercises
Grammar Exercises
References
9 Preparing Persuasive Business Proposals
Study QuestionsImprove Your Grade!Chapter 9 | Introduction
SQ1 How do you use ace to prepare an effective proposal?
Analyze: Understand the purpose, context, and contentPurposeContextContentCompose: Develop persuasive contentArticulate the problem, need, or opportunityPresent a compelling recommendation with supporting detailsIdentify the outcomes and benefitsEstablish feasibility and credibilityRequest actionEvaluate: Assess the effectiveness of the proposal
SQ2 What types of business proposals should you be prepared to write?
Proposals for action or changeSolicited sales proposalsUnsolicited sales proposalsGrant proposals and other proposals for funding
SQ3 How do you structure and format a formal proposal?
Read RFPs carefully to identify content requirementsStructure a formal proposal like a formal reportUse proposal-writing software to increase efficiency
Brainstorming Content for a Proposal
What to Include and What to Leave OutDeciding on a Goal and Choosing the Best Format
End of Chapter Study Questions in Review
SQ1 How do you use ACE to prepare an effective proposal? (pages 298–303)SQ2 What types of business proposals should you be prepared to write? (pages 303–312)SQ3 How do you structure and format a formal proposal? (pages 313–319)
Visual Summary
Key Terms
Review Questions
Critical Thinking Questions
Key Concept Exercises
SQ1How do you use ACE to prepare an effective proposal? (pages 298–303)SQ2What types of business proposals should you be prepared to write? (pages 303–312)SQ3How do you structure and format a formal proposal? (pages 313–319)
Writing Exercises
Collaboration Exercises
Social Media Exercises
Speaking Exercises
Grammar Exercises
References
10 Preparing Business Reports
Study QuestionsImprove Your Grade!Chapter 10 | Introduction
SQ1 How can ACE help you write a business report?
Analyze to understand purpose and report typeAnalyze to understand audience needsAnalyze to choose the best mediumCompose your report to meet audience expectationsCompose using an objective and easy-to-read styleEvaluate by reviewing on your own and getting feedback from others
SQ2 What types of short, routine reports are typical in business?
Progress reportsMeeting minutesTrip reportsFeasibility reports
SQ3 How should you structure longer, formal reports for print and online distribution?
Organize the report into useful sectionsDesign the report for your audience and purposeChoose the best electronic format for online distribution
SQ4 What guidelines should you follow for writing report decks?
Understand why and when to use report decksDesign the deck effectivelyDesign the deck content to be easy to follow
SQ5 How do you integrate tables and graphs into reports?
Choose the best form of display: table or graphChoose the best type of graphDesign graphs and tables to communicateIntegrate data displays within the text
SQ6 How should you document your research?
Determine what needs to be documentedPrepare the documentation
Structuring the Report’s Findings
Phrasing a Conclusion Accurately
End of Chapter Study Questions in Review
SQ1How can ACE help you write a business report? (pages 332–337)SQ2What types of short, routine reports are typical in business? (pages 338–343)SQ3How should you structure longer, formal reports for print and online distribution? (pages 344–364)SQ4What guidelines should you follow for writing report decks? (pages 365–369)SQ5How do you integrate tables and graphs into reports? (pages 369–376)SQ6How should you document your research? (pages 377–379)
Visual Summary
Key Terms
Review Questions
Critical Thinking Questions
Key Concept Exercises
SQ1 How can ACE help you write a business report? (pages 332–337)SQ2 What types of short, routine reports are typical in business? (pages 338–343)SQ3 How should you structure longer, formal reports for print and online distribution? (pages 344–364)SQ4 What guidelines should you follow for writing report decks? (pages 365–369)SQ5 How do you integrate tables and graphs into reports? (pages 369–376)SQ6 How should you document your research?  (pages 377–379)
Writing Exercises
Collaboration Exercises
Social Media Exercises
Speaking Exercises
Grammar Exercises
References
11Preparing and Delivering Business Presentations
Study QuestionsImprove Your Grade! Chapter 11 | Introduction
SQ1 What do you analyze when planning a business presentation?
Analyze your purpose and desired outcome: Why are you presenting?Analyze your audience: Who will be listening, and what do they care about?Analyze your message: What will you say to achieve your desired outcome?Analyze your setting: Where will you present?Analyze your medium options: How will you deliver your message?
SQ2 How do you compose the presentation?
Organize the contentCompose an opening that engages the audienceEstablish rapport.Capture attention.Motivate your audience to care.Provide a framework or map.Organize the middle of the presentation to be easy to understandFocus on points that are meaningful to the audience.Limit the number of key points.Present your information using a recognizable pattern.Compose a memorable conclusionIdentify the role that slides will playStand-alone presentationsVisual aid presentationsCreate a storyboardDevelop a templateDesign individual slidesText slidesData slidesEvaluate your slides in a practice sessionAre the slides easy to present?Are animations effective?Create effective handouts
SQ3 How do you deliver and evaluate the presentation?
Set the stageControl your bodyUse your voice effectivelyPresent your visuals effectivelyCoordinate with your teamEvaluate the audience’s response
SQ4 How do you handle questions and answers?
Plan for a question-and-answer (Q&A) sessionDecide how and when you will handle Q&AAnticipate questions and plan short answersDecide how your team will handle questionsAnswer questions skillfullyGive a three-part answerBreak complex questions into partsBe honestAvoid being defensive or dismissive
SQ5 How do you adapt your approach for online presentations?
In a live online presentation, manage the audience experienceIn a podcast, provide content that offers lasting value
Planning a Presentation
Questions for Reviewing the Culinary Adventure Tour Presentation
End of Chapter Study Questions in Review
SQ1 What do you analyze when planning a business presentation? (pages 398–402)SQ2 How do you compose the presentation? (pages 403–423)SQ3 How do you deliver and evaluate the presentation? (pages 423–427)SQ4 How do you handle questions and answers? (pages 428–429)SQ5 How do you adapt your approach for online presentations? (pages 429–433)
Visual Summary
Key Terms
Review Questions
Critical Thinking Questions
Key Concept Exercises
SQ1 What do you analyze when planning a business presentation? (pages 398–402)SQ2 How do you compose the presentation? (pages 403–423)SQ3 How do you deliver and evaluate the presentation? (pages 423–427)SQ4 How do you handle questions and answers? (pages 428–429)SQ5 How do you adapt your approach for online presentations? (pages 429–433)
Writing Exercises
Collaboration Exercises
Social Media Exercises
Speaking Exercises
Grammar Exercises
References
12 Communicating Your Professional Brand: Social Media, Résumés, Cover Letters, and Interviews
Study QuestionsImprove Your Grade! Chapter 12 | Introduction
SQ1 How do you polish your professional presence for a job search?
Analyze your career goals, strengths, and skillsAnalyzing career goalsAnalyzing strengths and skillsCompose your brand message and strategic social media contentComposing your brand messageComposing strategic social media contentMaking yourself visibleMaking yourself valuableEvaluate your virtual professional image
SQ2 How do you compose an effective résumé?
Analyze your options for organizing your résuméCompose effective résumé contentEvaluate your content and design
SQ3 How do you find job opportunities and submit applications?
Analyze your options for finding job opportunitiesCompose persuasive cover lettersAnalyze the position requirementsCompose persuasive contentEvaluate content and formatSelect a medium for submission and follow up as necessaryEvaluate your application submission optionsFollow up as necessary
SQ4 How do you prepare for a job interview?
Analyze how to benefit from different types of interviewsCompose good answers—and good questionsEvaluate your professional appearance
SQ5 How can you make a positive impression during and after an interview?
Project a professional presenceCompose effective post-interview messagesCompose thank-you messagesCompose follow-up messagesEvaluate your performance
Updating a Résumé
Drafting a Cover LetterComposing Answers to Standard Interview Questions
End of Chapter Study Questions in Review
SQ1 How do you polish your professional presence for a job search? (pages 452–459)SQ2 How do you compose an effective résumé? (pages 459–467)SQ3 How do you find job opportunities and submit applications? (pages 468–475)SQ4 How do you prepare for a job interview? (pages 476–481)SQ5 How can you make a positive impression during and after an interview? (pages 481–490)
Visual Summary
Key Terms
Review Questions
Critical Thinking Questions
Key Concept Exercises
SQ1 How do you polish your professional presence for a job search? (pages 452–459)SQ2 How do you compose an effective résumé? (pages 459–467)SQ3 How do you find job opportunities and submit applications? (pages 468–475)SQ4 How do you prepare for a job interview? (pages 476–481)SQ5 How can you make a positive impression during and after an interview? (pages 481–490)
Writing Exercises
Collaboration Exercises
Social Media Exercises
Speaking Exercises
Grammar Exercises
References
Appendix A Formats for Business Documents
Email
Email formatting guidelinesEmail report formatMemosMemo formatting guidelinesLettersLetter formatting guidelinesEnvelope formatAbbreviations of states, territories, and provincesAbbreviations of commonwealths/territoriesAbbreviations of military “states”ReportsReference
Appendix B Documentation and Reference Styles
APA in-text citations
Paraphrased contentSingle-author paraphrased sourceMultiple-author paraphrased sourceworks with no identified authorMultiple sources used to support one statementMultiple sources by the same author to support one statementMultiple sources by the same author published in the same yearPersonal communicationQuoted contentSingle-author quoted sourceMultiple-author quoted sourceQuotations with words omitted
APA reference list
AuthorsYear of publicationName of workArticles and blog postsBooks, videos, podcasts, etc.Journals and other periodicalsPublication informationJournal and other periodical articlesBooks and e-bookswebsitesOther types of sources
Sample APA reference page
Sample APA documentation in presentation files
MLA in-text citations
Paraphrased contentSingle-author sourceworks with no identified authorMultiple-author sourceMultiple sources used to support one statementMultiple sources by the same author to support one statementPersonal communicationQuoted contentSingle-author quoted sourceMultiple-author quoted sourceQuotations with words omitted
MLA works cited list
AuthorsName of workPublication information and medium of publicationJournal or other periodical articlesBooks and e-booksWeb-based sourcesSupplemental informationOther types of sources
Sample MLA works cited page
Sample MLA documentation in presentation files
Appendix C Grammar, Punctuation, Mechanics, and Conventions
Sentence-level skills diagnostic test
Use and Formation of Nouns and PronounsUse and Formation of Adjectives and AdverbsSentence Fragments, Run-On (Fused) Sentences, and Comma SplicesSubject–Verb Agreement and Pronoun–Antecedent AgreementCommasCommas and SemicolonsOther Punctuation MarksCapitalizationNumbersSpelling
Sentence-level skills assessment
1. Sentences1.1. Parts of Speech1.1.1. Naming Words: Nouns and Pronouns1.1.2. Action and Being Words: Verbs1.1.3. Modifying Words: Adjectives and Adverbs1.1.4. Connecting Words: Prepositions and Conjunctions1.1.5. Exclaiming Words: Interjections1.2. Sentence Parts and Patterns1.2.1. Subjects and Predicates1.2.2. Phrases and Clauses1.2.3. Sentence Types: Simple, Compound, Complex, Compound-Complex1.3. Common Sentence Errors1.3.1. Sentence Fragments1.3.2. Run-on (Fused) Sentences and Comma Splices1.3.3. Subject–Verb Agreement1.3.4. Pronoun–Antecedent Agreement1.3.5. Vague Pronoun Reference2. Punctuation2.1. End Punctuation2.1.1. Question Marks2.1.2. Periods2.1.3. Exclamation Points2.2. Commas2.2.1. Between Clauses2.2.2. Between Adjectives2.2.3. Between Items in a Series2.2.4. Around Clauses, Phrases, or Words2.3. Semicolons2.3.1. Joining Independent Clauses2.3.2. Between Items in a Series2.4. Colons2.4.1. Preceding a List2.4.2. Preceding an Explanation or Illustration2.4.3. Preceding a Rule, Formal Quotation, or Subtitle2.5. Quotation Marks and Italics2.5.1. Quotation Marks2.5.2. Italics2.6. Apostrophes2.6.1. Possessive Case2.6.2. Contractions2.7. Other Punctuation Marks2.7.1. Parentheses, Dashes, Brackets, and Ellipses2.7.2. Hyphens3. Mechanics and Business Conventions3.1. Capitalization3.1.1. First Words3.1.2. Proper Nouns vs. Common Nouns3.2. Numbers3.2.1. Words vs. Figures3.2.2. Consecutive Numbers3.2.3. Related Numbers3.2.4. Indefinite or Approximate Numbers3.2.5. Numbers at the Beginning of Sentences3.2.6. Fractions and Ordinals3.2.7. Decimals and Percentages3.2.8. Money3.2.9. Dates and Times3.2.10. Measurements and Compound-Number Adjectives3.2.11. Addresses and Telephone Numbers3.3. Abbreviations, Acronyms, and Initialisms3.3.1. Definitions, Forms, and Functions3.3.2. When to Use Abbreviations—or Not3.3.3. Spacing and Punctuation of Abbreviations4. Spelling4.1. Four Rules of Thumb for Adding Endings4.2. Memory Aids for ie and ei 4.3. Commonly Misspelled Words4.4. Commonly Confused Words
Appendix D Answer Key to Grammar Exercises
Appendix E Proofreader’s Marks
Proofreading tips
Correction symbols
Glossary
Index
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
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Content preview from Business Communication, Third Edition

SQ3 What types of business messages typically require persuasion?

Fundraising letters (Figure 5.8) and motivational speeches such as Steve Jobs’ 2007 keynote are two types of persuasive communication you may have to deliver in business. The following types of communication also require persuasion to influence and motivate the audience:

Recommendations for action
Requests for favors
Persuasive customer claims
Sales messages

This section discusses some special challenges for each type.

Recommendations for action

When you make a recommendation, you establish that a problem or a need exists, and then you show how your solution is effective. The content of your recommendation can include a range of persuasive elements: focusing on benefits, anticipating ...

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Business Communication, Third Edition

by Barbara Shwom, Lisa Gueldenzoph Snyder

SQ3 What types of business messages typically require persuasion?

Recommendations for action

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