Excellence in Business Communication Canadian 6th Edition thill Solutions Manual

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Excellence in Business Communication has long provided instructors and students with the most current communication strategies and practices used in today’s workplace. This sixth Canadian edition includes up-to-date model documents that reflect the entire spectrum of print and electronic communication media. Students entering today’s workforce are expected to use a wide range of tools, from instant messaging to blogging to podcasting, and Excellence in Business Communication provides the hands-on experience they need to meet employer expectations.

 

Table of Content:

  1. Part I Understanding the Foundations of Business Communication
  2. 1 Achieving Success through Effective Business Communication
  3. Learning Objectives
  4. Achieving Career Success through Effective Communication
  5. 1 Learning Objective
  6. The Communication Process
  7. What Employers Expect from You
  8. 2 Learning Objective
  9. Characteristics of Effective Communication
  10. 3 Learning Objective
  11. Communication in Organizational Settings
  12. Formal Communication Network
  13. Informal Communication Network
  14. Informal Outside Communication
  15. Understanding the Unique Challenges of Business Communication
  16. 4 Learning Objective
  17. I. The Globalization of Business and the Increase in Workforce Diversity
  18. II. The Evolution of Organizational Structures
  19. III. The Growing Reliance on Teamwork
  20. IV. The Increasing Value of Business Information
  21. V. The Pervasiveness of Technology
  22. VI. The Need for Increased Cybersecurity and Protection of Privacy
  23. Barriers to Effective Communication
  24. Communicating More Effectively on the Job
  25. 5 Learning Objective
  26. Strategy 1: Improve Your Business Communication Skills
  27. Strategy 2: Minimize Distractions
  28. Strategy 3: Adopt an Audience-Centred Approach
  29. Understand How Audiences Receive Messages
  30. Understand How Audiences Decode Messages
  31. Understand How Audiences Respond to Messages
  32. Know as much as You can about Your Audience
  33. Strategy 4: Make Your Feedback Constructive
  34. Strategy 5: Be Sensitive to Business Etiquette
  35. Applying What You’ve Learned to the Communication Process
  36. Using Technology to Improve Business Communication
  37. 6 Learning Objective
  38. Understanding the Social Communication Model
  39. Keeping Technology in Perspective
  40. Guarding against Information Overload
  41. Using Technological Tools Productively
  42. Reconnecting with People Frequently
  43. Making Ethical Communication Choices
  44. 7 Learning Objective
  45. Distinguishing an Ethical Dilemma from an Ethical Lapse
  46. Ensuring Ethical Communication
  47. Ensuring Legal Communication
  48. Applying What You’ve Learned
  49. Summary of Learning Objectives
  50. On the Job Performing Communication Tasks at Wave
  51. Test Your Knowledge
  52. Apply Your Knowledge
  53. Practise Your Knowledge
  54. Exercises
  55. 1.1 Internal Communication: Planning the Flow
  56. 1.2 Communication Networks: Formal or Informal?
  57. 1.3 Ethical Choices: Business Dilemmas
  58. 1.4 The Changing Workplace: Personal Expression at Work
  59. 1.5 Internet: Codes of Ethics
  60. 1.6 Communication Process: Know Your Audience
  61. 1.7 Ethical Choices: The Go-Between
  62. 1.8 Communication Etiquette: Training for All?
  63. 1.9 Teamwork: Know Your Audience
  64. 1.10 Communication Process: Analyzing Miscommunication
  65. 1.11 Ethical Choices: Withholding Information
  66. 1.12 Communication Etiquette: Different Styles
  67. 2 Communicating in Teams and Mastering Listening and Nonverbal Communication
  68. Learning Objectives
  69. Improving Your Performance in Teams
  70. Types of Teams
  71. Advantages and Disadvantages of Teams
  72. 1 Learning Objective
  73. Characteristics of High Performing Teams
  74. Group Dynamics
  75. 2 Learning Objective
  76. Assuming Team Roles
  77. Allowing for Team Evolution
  78. Resolving Conflict
  79. Overcoming Resistance
  80. Collaborating on Communication Efforts
  81. Guidelines for Collaborative Writing
  82. 3 Learning Objective
  83. Technologies for Collaborative Writing
  84. 4 Learning Objective
  85. Social Networks and Virtual Communities
  86. Making Your Meetings More Productive
  87. 5 Learning Objective
  88. Preparing for Meetings
  89. Leading and Participating in Meetings
  90. Using Meeting Technologies
  91. Improving Your Listening Skills
  92. Understanding the Listening Process
  93. 6 Learning Objective
  94. Recognizing and Understanding Active Listening
  95. Overcoming Barriers to Effective Listening
  96. Improving Your Nonverbal Communication Skills
  97. Recognizing Nonverbal Communication
  98. 7 Learning Objective
  99. Using Nonverbal Communication Effectively
  100. Summary of Learning Objectives
  101. On the Job Performing Communication Tasks at Royal Bank of Canada
  102. Test Your Knowledge
  103. Apply Your Knowledge
  104. Practise Your Knowledge
  105. Exercises
  106. 2.1 Teamwork: Meeting Assessment
  107. 2.2 Team Communication: Overcoming Barriers
  108. 2.3 Team Development: Resolving Conflict
  109. 2.4 Ethical Choices: Dealing with a Meeting Controller
  110. 2.5 Online Communication: Using Collaboration Technologies
  111. 2.6 Online Collaboration: Using Collaboration Technologies
  112. 2.7 Listening Skills: Overcoming Barriers
  113. 2.8 Nonverbal Communication: Analyzing Written Messages
  114. 2.9 Nonverbal Communication: Analyzing Body Language
  115. 2.10 Collaboration: Working in Teams
  116. 2.11 Culturally Diverse Teams
  117. 3 Communicating Interculturally
  118. Learning Objectives
  119. Understanding the Opportunities and Challenges of Intercultural Communication
  120. 1 Learning Objective
  121. The Opportunities in a Global Marketplace
  122. Advantages of a Multicultural Workforce
  123. The Challenges of Intercultural Communication
  124. Developing Cultural Competency
  125. Understanding the Concept of Culture
  126. 2 Learning Objective
  127. Overcoming Ethnocentrism and Stereotyping
  128. 3 Learning Objective
  129. Recognizing Cultural Variations
  130. 4 Learning Objective
  131. 1. Contextual Differences
  132. 2. Legal and Ethical Differences
  133. 3. Social Differences
  134. 4. Nonverbal Differences
  135. 5. Age Differences
  136. 6. Gender Differences
  137. Improving Intercultural Communication Skills
  138. Studying Other Cultures
  139. Studying Other Languages
  140. Respecting Preferences for Communication Style
  141. Writing Clearly
  142. 5 Learning Objective
  143. Speaking and Listening Carefully
  144. 6 Learning Objective
  145. Using Interpreters, Translators, and Translation Software
  146. Helping Others Adapt to Your Culture
  147. Summary of Learning Objectives
  148. On the Job Performing Communication Tasks at IBM
  149. Test Your Knowledge
  150. Apply Your Knowledge
  151. Practise Your Knowledge
  152. Exercises
  153. 3.1 Intercultural Sensitivity: Recognizing Variations
  154. 3.2 Intercultural Communication: Writing for Multiple-Language Audiences
  155. 3.3 Teamwork: Language and Culture
  156. 3.4 Intercultural Communication: Studying Cultures
  157. 3.5 Multicultural Workforce: Bridging Differences
  158. 3.6 Intercultural Sensitivity: Understanding Attitudes
  159. 3.7 Culture and Time: Dealing with Variations
  160. 3.8 Intercultural Communication: Using Interpreters
  161. 3.9 Internet: Translation Software
  162. 3.10 Intercultural Communication: Improving Skills
  163. 3.11 Intercultural Communication: Podcasting
  164. Part II Applying the Three-Step Writing Process
  165. 4 Planning Business Messages
  166. Learning Objectives
  167. Understanding the Three-Step Writing Process
  168. 1 Learning Objective
  169. Optimizing Your Writing Time
  170. Planning Effectively
  171. Step 1 in the Writing Process: Planning
  172. Analyzing the Situation
  173. Defining Your Purpose
  174. 2 Learning Objective
  175. Developing an Audience Profile
  176. 3 Learning Objective
  177. Gathering Information
  178. 4 Learning Objective
  179. Uncovering Audience Needs
  180. Providing Required Information
  181. Be Sure the Information is Accurate
  182. Be Sure the Information is Ethical
  183. Be Sure the Information is Relevant
  184. Selecting the Right Medium
  185. Oral Media
  186. Written Media
  187. Visual Media
  188. Electronic Media
  189. Factors to Consider When Choosing Media
  190. 5 Learning Objective
  191. Organizing Your Information
  192. Recognizing the Importance of Good Organization
  193. 6 Learning Objective
  194. Defining Your Main Idea
  195. 7 Learning Objective
  196. Limiting Your Scope
  197. Choosing between Direct and Indirect Approaches
  198. Routine and Positive Messages
  199. Negative Messages
  200. Persuasive Messages
  201. Outlining Your Content
  202. Start with the Main Idea
  203. State the Major Points
  204. Provide Examples and Evidence
  205. Summary of Learning Objectives
  206. On the Job Performing Communication Tasks at MaRS
  207. Test Your Knowledge
  208. Apply Your Knowledge
  209. Practise Your Knowledge
  210. Accident Protection Insurance Plan
  211. Exercises
  212. 4.1 Message Planning Skills: Self-Assessment
  213. 4.2 Planning Messages: General and Specific Purpose
  214. 4.3 Planning Messages: Specific Purpose
  215. 4.4 Planning Messages: Audience Profile
  216. 4.5 Meeting Audience Needs: Necessary Information
  217. 4.6 Selecting Media: Identifying an Audience
  218. 4.7 Teamwork: Audience Analysis
  219. 4.8 Internet: Planning Your Message
  220. 4.9 Message Organization: Outlining Your Content
  221. 4.10 Message Organization: Limiting Scope
  222. 4.11 Message Organization: Choosing an Approach
  223. 4.12 Message Organization: Audience Focus
  224. 4.13 Ethical Choices: Providing Information
  225. 4.14 Three-Step Process: Other Applications
  226. 5 Writing Business Messages
  227. Learning Objectives
  228. Adapting to Your Audience: Being Sensitive to Audience Needs
  229. 1 Learning Objective
  230. Using the “You” Attitude
  231. Maintaining Standards of Etiquette
  232. Emphasizing the Positive
  233. Using Bias-Free Language
  234. Adapting to Your Audience: Building Strong Relationships with Your Audience
  235. 2 Learning Objective
  236. Establishing Your Credibility
  237. Projecting the Company’s Image
  238. Adapting to Your Audience: Controlling Your Style and Tone
  239. 3 Learning Objective
  240. Using a Conversational Tone
  241. Using Plain Language
  242. Selecting Active or Passive Voice
  243. Composing Your Message
  244. 4 Learning Objective
  245. Choosing Precise Words
  246. Using Functional and Content Words Correctly
  247. Understanding Denotation and Connotation
  248. Balancing Abstract and Concrete Words
  249. Finding Words That Communicate Well
  250. Composing Your Message: Creating Effective Sentences
  251. 5 Learning Objective
  252. Choosing from the Four Types of Sentences
  253. Using Sentence Style to Emphasize Key Thoughts
  254. Composing Your Message: Crafting Unified, Coherent Paragraphs
  255. Creating the Elements of the Paragraph
  256. Topic Sentence
  257. Support Sentences
  258. Transitions
  259. Choosing the Best Way to Develop Each Paragraph
  260. 6 Learning Objective
  261. Using Technology to Compose and Shape Your Messages
  262. Summary of Learning Objectives
  263. On the Job Performing Communication Tasks at Creative Commons
  264. Test Your Knowledge
  265. Apply Your Knowledge
  266. Practise Your Knowledge
  267. Exercises
  268. 5.1 Audience Relationship: Courteous Communication
  269. 5.2 Audience Relationship: The “You” Attitude
  270. 5.3 Audience Relationship: Emphasize the Positive
  271. 5.4 Audience Relationship: Emphasize the Positive
  272. 5.5 Audience Relationship: Bias-Free Language
  273. 5.6 Ethical Choices
  274. 5.7 Message Composition: Controlling Style
  275. 5.8 Message Composition: Selecting Powerful Words
  276. 5.9 Message Composition: Selecting Powerful Words
  277. 5.10 Message Composition: Selecting Powerful Words
  278. 5.11 Message Composition: Selecting Powerful Words
  279. 5.12 Message Composition: Selecting Powerful Words
  280. 5.13 Message Composition: Creating Effective Sentences
  281. 5.14 Message Composition: Creating Effective Sentences
  282. 5.15 Message Composition: Writing Effective Paragraphs
  283. 5.16 Teamwork: Paragraph Techniques
  284. 5.17 Internet: Plain Language
  285. 5.18 Message Organization: Transitional Elements
  286. 5.19 Ethical Choices: Connotative Language
  287. 5.20 Plain Language
  288. 6 Completing Business Messages
  289. Learning Objectives
  290. Revising Your Message: Evaluating the First Draft
  291. Evaluating Your Content, Organization, Style, and Tone
  292. 1 Learning Objective
  293. Evaluating, Editing, and Revising the Work of Others
  294. Revising to Improve Readability
  295. 2 Learning Objective
  296. Varying Your Sentence Length
  297. Keeping Your Paragraphs Short
  298. Using Lists and Bullets to Clarify and Emphasize
  299. Adding Headings and Subheadings
  300. Editing for Clarity and Conciseness
  301. 3 Learning Objective
  302. Editing for Clarity
  303. Editing For Conciseness
  304. 4 Learning Objective
  305. Using Technology to Revise Your Message
  306. Producing Your Message
  307. 5 Learning Objective
  308. Designing for Readability
  309. White Space
  310. Margins and Justification
  311. Typefaces
  312. Type Styles
  313. Designing Multimedia Documents
  314. Using Technology to Produce Your Message
  315. Formatting Formal Letters and Memos
  316. Proofreading Your Message
  317. 6 Learning Objective
  318. Distributing Your Message
  319. 7 Learning Objective
  320. Summary of Learning Objectives
  321. On the Job Performing Communication Tasks at Free The Children
  322. Test Your Knowledge
  323. Apply Your Knowledge
  324. Practise Your Knowledge
  325. Document 6.A
  326. Document 6.B
  327. Exercises
  328. 6.1 Message Readability: Writing Paragraphs
  329. 6.2 Message Readability: Using Bullets
  330. 6.3 Revising Messages: Clarity
  331. 6.4 Revising Messages: Conciseness
  332. 6.5 Revising Messages: Conciseness
  333. 6.6 Revising Messages: Conciseness
  334. 6.7 Revising Messages: Conciseness
  335. 6.8 Revising Messages: Conciseness
  336. 6.9 Revising Messages: Modifiers
  337. 6.10 Revising Messages: Hedging
  338. 6.11 Revising Messages: Indefinite Starters
  339. 6.12 Revising Messages: Parallelism
  340. 6.13 Revising Messages: Awkward References
  341. 6.14 Revising Messages: Dangling Modifiers
  342. 6.15 Revising Messages: Noun Sequences
  343. 6.16 Revising Messages: Sentence Structure
  344. 6.17 Revising Messages: Camouflaged Verbs
  345. 6.18 Producing Messages: Design Elements
  346. 6.19 Web Design: Readability
  347. 6.20 Teamwork: Peer Review
  348. 6.21 Proofreading Messages: Email
  349. 6.22 Ethical Choices: Message Distribution
  350. Part III Crafting Brief Messages
  351. 7 Crafting Messages for Electronic Media
  352. Learning Objectives
  353. Electronic Media for Business Communication
  354. 1 Learning Objective
  355. Compositional Modes for Electronic Media
  356. Creating Content for Social Media
  357. Social Networking and Community Participation Sites
  358. 2 Learning Objective
  359. Social Networks
  360. Business Communication Uses of Social Networks
  361. Strategies for Business Communication on Social Networks
  362. User-Generated Content Sites
  363. Community Q&A Sites
  364. Community Participation Sites
  365. Email
  366. 3 Learning Objective
  367. Planning Email Messages
  368. Writing Email Messages
  369. Completing Email Messages
  370. Instant Messaging and Text Messaging
  371. 4 Learning Objective
  372. Understanding the Benefits and Risks of IM
  373. Adapting the Three-Step Process for Successful IM
  374. Blogging and Microblogging
  375. 5 Learning Objective
  376. Understanding the Business Applications of Blogging
  377. Adapting the Three-Step Process for Successful Blogging
  378. Microblogging
  379. Podcasting
  380. 6 Learning Objective
  381. Understanding the Business Applications of Podcasting
  382. Adapting the Three-Step Process for Successful Podcasting
  383. Summary of Learning Objectives
  384. On the Job Performing Communication Tasks at Petro-Canada
  385. Test Your Knowledge
  386. Apply Your Knowledge
  387. Practise Your Knowledge
  388. Message 7.A: Improving IM Skills
  389. Message 7.B: Drafting Effective Blog Posts
  390. Exercises
  391. 7.1 Media: Selecting the Right Medium for Your Message
  392. 7.2 Social Networking: Creating a Blog Post
  393. 7.3 Email: Writing Informative Subject Lines
  394. 7.4 Email: Writing Correctly
  395. 7.5 IM: Creating a Businesslike Tone
  396. 7.6 Blogging: Keeping Emotions under Control
  397. 7.7 Microblogging: Tweeting to Customers
  398. 7.8 Podcasting: Streamlining Your Content
  399. 8 Writing Routine and Positive Messages
  400. Learning Objectives
  401. Strategy for Routine Requests
  402. 1 Learning Objective
  403. Stating Your Request Up Front
  404. Explaining and Justifying Your Request
  405. Requesting Specific Action in a Courteous Close
  406. Common Examples of Routine Requests
  407. Asking for Information and Action
  408. Asking for Recommendations
  409. Making Claims and Requesting Adjustments
  410. Strategy for Routine Replies and Positive Messages
  411. 2 Learning Objective
  412. Starting with the Main Idea
  413. Providing Necessary Details and Explanation
  414. Ending with a Courteous Close
  415. Common Examples of Routine Replies and Positive Messages
  416. Answering Requests for Information and Action
  417. Granting Claims and Requests For Adjustment
  418. 3 Learning Objective
  419. Responding to a Claim When Your Company is at Fault
  420. Responding to a Claim When the Customer is at Fault
  421. Responding to a Claim When a Third Party is at Fault
  422. Providing Recommendations
  423. Sharing Routine Information
  424. 4 Learning Objective
  425. Announcing Good News
  426. Fostering Goodwill
  427. 5 Learning Objective
  428. Sending Congratulations
  429. Sending Messages of Appreciation
  430. Offering Condolences
  431. Summary of Learning Objectives
  432. On the Job Performing Communication Tasks at Indigo Books and Music
  433. Test Your Knowledge
  434. Apply Your Knowledge
  435. Practise Your Knowledge
  436. Document 8.A: Requesting Routine Information from a Business
  437. Document 8.B: Making Claims and Requests for Adjustment
  438. Document 8.C: Responding to Claims and Adjustment Requests When the Customer Is at Fault
  439. Document 8.D: Writing a Letter of Recommendation
  440. Exercises
  441. 8.1 Revising Messages: Directness and Conciseness
  442. 8.2 Revising Messages: Directness and Conciseness
  443. 8.3 Internet: Analyzing an E-card
  444. 8.4 Teamwork: Choosing Format and Approach
  445. 8.5 Revising Messages: Conciseness, Courteousness, and Specificity
  446. 8.6 Ethical Choice: Customer Service
  447. 9 Writing Negative Messages
  448. Learning Objectives
  449. Using the Three-Step Writing Process for Negative Messages
  450. 1 Learning Objective
  451. Step 1: Planning a Negative Message
  452. Step 2: Writing a Negative Message
  453. Step 3: Completing a Negative Message
  454. Using the Direct Approach for Negative Messages
  455. 2 Learning Objective
  456. Opening with a Clear Statement of the Bad News
  457. Providing Reasons and Additional Information
  458. Closing on a Positive Note
  459. Using the Indirect Approach for Negative Messages
  460. 3 Learning Objective
  461. Opening with a Buffer
  462. Providing Reasons and Additional Information
  463. Continuing with a Clear Statement of the Bad News
  464. Closing on a Respectful Note
  465. Maintaining High Standards of Ethics and Etiquette
  466. 4 Learning Objective
  467. Sending Negative Messages on Routine Business Matters
  468. Making Negative Announcements on Routine Business Matters
  469. Rejecting Suggestions and Proposals
  470. Refusing Routine Requests
  471. Handling Bad News about Transactions
  472. Refusing Claims and Requests for Adjustment
  473. Sending Negative Organizational News
  474. 5 Learning Objective
  475. Communicating Under Normal Circumstances
  476. Communicating in a Crisis
  477. Sending Negative Employment Messages
  478. 6 Learning Objective
  479. Refusing Requests for Employee References and Recommendation Letters
  480. Refusing Social Networking Recommendation Requests
  481. Rejecting Job Applications
  482. Giving Negative Performance Reviews
  483. Terminating Employment
  484. Summary of Learning Objectives
  485. On the Job Performing Communication Tasks at Maple Leaf Foods
  486. Test Your Knowledge
  487. Apply Your Knowledge
  488. Practise Your Knowledge
  489. Document 9.A: Providing Negative News About Transactions
  490. Document 9.B: Refusing Requests For Claims and Adjustments
  491. Document 9.C: Rejecting Job Applications
  492. Exercises
  493. 9.1 Selecting the Approach: Various Scenarios
  494. 9.2 Teamwork: Communicating Bad News
  495. 9.3 Using Buffers: Practice
  496. 9.4 Internet: Bad News Strategy
  497. 9.5 Ethical Choices: Communicating Escalating Rates
  498. 9.6 Social Media: Responding to Online Messages
  499. 10 Writing Persuasive Messages
  500. Learning Objectives
  501. Using the Three-Step Writing Process for Persuasive Messages
  502. 1 Learning Objective
  503. Step 1: Planning a Persuasive Message
  504. Analyzing The Situation
  505. Gathering Information
  506. Selecting The Right Medium
  507. Organizing Your Information
  508. Step 2: Writing a Persuasive Message
  509. Step 3: Completing a Persuasive Message
  510. Developing Persuasive Business Messages
  511. 3 Learning Objective
  512. Strategies for Persuasive Business Messages
  513. Framing Your Arguments
  514. Balancing Emotional and Logical Appeals
  515. Emotional Appeals
  516. Logical Appeals
  517. Reinforcing Your Position
  518. Anticipating Objections
  519. Common Examples of Persuasive Business Messages
  520. Persuasive Requests For Action
  521. Persuasive Presentation of Ideas
  522. Persuasive Claims and Requests For Adjustment
  523. Developing Marketing and Sales Messages
  524. Assessing Audience Needs
  525. Analyzing Your Competition
  526. Determining Key Selling Points and Benefits
  527. Anticipating Purchase Objections
  528. Applying AIDA or a Similar Model
  529. Getting Attention
  530. Building Interest
  531. Increasing Desire
  532. Motivating Action
  533. Writing Promotional Messages For Social Media
  534. Maintaining High Standards of Ethics, Legal Compliance, and Etiquette
  535. Summary of Learning Objectives
  536. On the Job Performing Communication Tasks at Futurpreneur
  537. Test Your Knowledge
  538. Apply Your Knowledge
  539. Practise Your Knowledge
  540. Document 10.A: Writing Persuasive Requests For Action
  541. Document 10.B: Writing Persuasive Claims and Requests For Adjustment
  542. Document 10.C: Writing Sales Letters
  543. Exercises
  544. 10.1 Teamwork: Analyzing the Persuasive Strategy
  545. 10.2 Composing Subject Lines: Capturing Attention
  546. 10.3 Ethical Choices: Persuasion or Manipulation?
  547. 10.4 Focusing on Benefits: Features versus Benefits
  548. 10.5 Message Analysis: Marketing and Sales Messages
  549. Part IV Preparing Reports and Oral Presentations
  550. 11 Planning Reports and Proposals
  551. Learning Objectives
  552. Applying the Three-Step Writing Process to Reports and Proposals
  553. 1 Learning Objective
  554. Analyzing the Situation
  555. Gathering Information
  556. Selecting the Right Medium
  557. Organizing Your Information
  558. Supporting Your Messages with Reliable Information
  559. 2 Learning Objective
  560. Planning Your Research
  561. Being an Ethical Researcher
  562. Locating Data and Information
  563. Evaluating Sources
  564. Keeping Track of Your Research
  565. Using Your Research Results
  566. Analyzing Data
  567. Quoting, Paraphrasing, and Summarizing Information
  568. Drawing Conclusions
  569. Making Recommendations
  570. Conducting Secondary Research
  571. 3 Learning Objective
  572. Finding Information at a Library
  573. Finding Information Online
  574. Online Search Tools
  575. Online Monitoring Tools
  576. Search Tips
  577. Documenting Your Sources
  578. Conducting Primary Research
  579. 4 Learning Objective
  580. Conducting Surveys
  581. Conducting Interviews
  582. Planning Informational Reports
  583. 5 Learning Objective
  584. Organizing Informational Reports
  585. Organizing Website Content
  586. Planning Analytical Reports
  587. 6 Learning Objective
  588. Focusing on Conclusions
  589. Focusing on Recommendations
  590. Focusing on Logical Arguments
  591. The 2 + 2 = 4 Approach
  592. The Yardstick Approach
  593. Planning Proposals
  594. 7 Learning Objective
  595. Summary of Learning Objectives
  596. On the Job Performing Communication Tasks at Dell Inc.
  597. Test Your Knowledge
  598. Apply Your Knowledge
  599. Practise Your Knowledge
  600. Message for Analysis: Evaluating a Report
  601. Exercises
  602. 11.1 Planning: Analyzing the Situation
  603. 11.2 Planning: Analyzing the Situation
  604. 11.3 Research: Documenting Sources
  605. 11.4 Teamwork: Evaluating Sources
  606. 11.5 Research: Using Research Results
  607. 11.6 Research: Conducting Secondary Research
  608. 11.7 Understanding Business Reports and Proposals: Report Classification
  609. 11.8 Analyzing Data: Calculating the Mean
  610. 11.9 Research: Conducting Primary Research (Surveys)
  611. 11.10 Research: Conducting Primary Research (Interviews)
  612. 11.11 Message Strategies: Informational Reports
  613. 11.12 Message Strategies: Informational Reports
  614. 11.13 Message Strategies: Informational Reports
  615. 11.14 Message Strategies: Analytical Reports
  616. 11.15 Teamwork: Proposals
  617. 11.16 Message Strategies: Proposals
  618. 11.17 Ethical Choices
  619. 12 Writing Reports and Proposals
  620. Learning Objectives
  621. Composing Reports and Proposals
  622. Adapting to Your Audience
  623. 1 Learning Objective
  624. Drafting Report Content
  625. Creating Report Effectiveness
  626. 2 Learning Objective
  627. Report Introduction
  628. Report Body
  629. Report Close
  630. Drafting Proposal Content
  631. 3 Learning Objective
  632. Proposal Introduction
  633. 4 Learning Objective
  634. Proposal Body
  635. Proposal Close
  636. Establishing a Time Perspective
  637. Helping Readers Find Their Way
  638. Using Technology to Craft Reports and Proposals
  639. Writing for Websites and Wikis
  640. 5 Learning Objective
  641. Drafting Website Content
  642. Collaborating on Wikis
  643. Illustrating Your Reports with Effective Visuals
  644. Understanding Visual Design Principles
  645. 6 Learning Objective
  646. Understanding the Ethics of Visual Communication
  647. Identifying Points to Illustrate
  648. 7 Learning Objective
  649. Selecting the Right Type of Visual
  650. Visuals for Presenting Data
  651. Tables
  652. Line Charts and Surface Charts
  653. Bar Charts and Pie Charts
  654. Data Visualization
  655. Visuals for Presenting Information, Concepts, and Ideas
  656. Flowcharts and Organization Charts
  657. Maps and Geographic Information Systems
  658. Drawings, Diagrams, Infographics, and Photographs
  659. Animation and Video
  660. Producing and Integrating Visuals
  661. Creating Visuals
  662. Integrating Visuals with Text
  663. Balancing Illustrations and Words
  664. Referencing Visuals
  665. Placing Visuals
  666. Writing Titles, Captions, and Legends
  667. Verifying the Quality and Integrity of Your Visuals
  668. Summary of Learning Objectives
  669. On the Job Performing Communication Tasks at FedEx
  670. Test Your Knowledge
  671. Apply Your Knowledge
  672. Practise Your Knowledge
  673. Document 12.A: Documents for Analysis
  674. Document 12.B
  675. Exercises
  676. 12.1 Business Reports: Building Audience Rapport
  677. 12.2 Composing Reports: Report Content
  678. 12.3 Teamwork: Graphic Design
  679. 12.4 Composing Reports: Supporting a Solution
  680. 12.5 Composing Reports: Navigational Clues
  681. 12.6 Ethical Choices: Survey Questions
  682. 12.7 Improving Visuals: Applying the Six Principles of Graphic Design
  683. 12.8 Writing Reports: Pie Charts
  684. 12.9 Annual Report: Selecting the Right Visual
  685. 12.10 Sales Trends: Selecting the Right Chart
  686. 12.11 Company Expansion: Creating Maps
  687. 12.12 Presenting Information, Concepts, and Ideas: Photographs
  688. 13 Completing Reports and Proposals
  689. Learning Objectives
  690. Revising Reports and Proposals
  691. 1 Learning Objective
  692. Producing Formal Reports
  693. Prefatory Parts
  694. Cover
  695. Title Fly and Title Page
  696. Letter of Authorization and Letter of Acceptance
  697. Letter of Transmittal
  698. 2 Learning Objective
  699. Table of Contents
  700. List of Illustrations
  701. Synopsis or Executive Summary
  702. 3 Learning Objective
  703. Text of the Report
  704. Supplementary Parts
  705. 4 Learning Objective
  706. Appendices
  707. Bibliography
  708. Index
  709. Producing Formal Proposals
  710. Prefatory Parts
  711. 5 Learning Objective
  712. Copy of the RFP
  713. Synopsis or Executive Summary
  714. Letter of Transmittal
  715. Text of the Proposal
  716. Proofreading Reports and Proposals
  717. Distributing Reports and Proposals
  718. Summary of Learning Objectives
  719. On the Job Performing Communication Tasks at the Bill & Melinda Gates Foundation
  720. Test Your Knowledge
  721. Apply Your Knowledge
  722. Practise Your Knowledge
  723. Document 13.A
  724. Document 13.B
  725. Exercises
  726. 13.1 Teamwork: Creating an Informational Report
  727. 13.2 Producing Reports: Letter of Transmittal
  728. 13.3 Internet: Analyzing a Proposal
  729. 13.4 Ethical Choices: Team Challenge
  730. 14 Designing and Delivering Oral and Online Presentations
  731. Learning Objectives
  732. Building Your Career with Presentations
  733. 1 Learning Objective
  734. Planning a Presentation
  735. 2 Learning Objective
  736. Analyzing the Situation
  737. Selecting the Right Medium
  738. Organizing Your Presentation
  739. Defining Your Main Idea
  740. Limiting Your Scope
  741. Choosing Your Approach
  742. Preparing Your Outline
  743. Developing and Writing a Presentation
  744. Adapting to Your Audience
  745. Composing Your Presentation
  746. 3 Learning Objective
  747. Presentation Introduction
  748. Getting Your Audience’s Attention
  749. Building Your Credibility
  750. Previewing Your Message
  751. Presentation Body
  752. Connecting Your Ideas
  753. Holding Your Audience’s Attention
  754. 4 Learning Objective
  755. Presentation Close
  756. Restating Your Main Points
  757. Ending with Clarity and Confidence
  758. Enhancing Your Presentation with Effective Visuals
  759. 5 Learning Objective
  760. Choosing Structured or Free-Form Slides
  761. Designing Effective Slides
  762. Designing Slides Around a Key Visual
  763. Writing Readable Content
  764. Creating Charts and Tables For Slides
  765. Selecting Design Elements
  766. Adding Animation and Special Effects
  767. Completing a Presentation
  768. Finalizing Slides
  769. Creating Effective Handouts
  770. Choosing Your Presentation Method
  771. Practising Your Delivery
  772. Delivering a Presentation
  773. Overcoming Anxiety
  774. Handling Questions Responsively
  775. 6 Learning Objective
  776. Embracing The Backchannel
  777. 7 Learning Objective
  778. Giving Presentations Online
  779. Summary of Learning Objectives
  780. On the Job Performing Communication Tasks at Telefilm Canada
  781. Test Your Knowledge
  782. Apply Your Knowledge
  783. Practise Your Knowledge
  784. Document 14.A
  785. Document 14.B
  786. Exercises
  787. 14.1 Mastering Delivery: Analysis
  788. 14.2 Mastering Delivery: Nonverbal Signals
  789. 14.3 Ethical Choices
  790. 14.4 Completing Oral Presentations: Self-Assessment
  791. 14.5 Creating Effective Slides: Content
  792. 14.6 Planning a Presentation: Research
  793. 14.7 Delivering a Presentation: Using Twitter
  794. 14.8 Business Communications 2.0
  795. 14.9 Planning and Developing a Presentation: Analyzing a Corporate Speech
  796. Part V Writing Employment Messages and Interviewing for Jobs
  797. 15 Building Careers and Writing Résumés
  798. Learning Objectives
  799. Building a Career with Your Communication Skills
  800. Understanding THE Dynamic Workplace
  801. How Employers View Today’s Job Market
  802. What Employers Look for in Job Applicants
  803. Adapting to a Changing Job Market
  804. What do You Want To Do?
  805. What do You Have To Offer?
  806. How can You Make Yourself More Valuable?
  807. Building an Employment Portfolio
  808. 1 Learning Objective
  809. Finding the Ideal Opportunity in Today’s Job Market
  810. 2 Learning Objective
  811. Determine the Story of You
  812. Learn to Think Like an Employer
  813. Research Industries and Companies of Interest
  814. Translate Your General Potential into a Specific Solution for Each Employer
  815. Take the Initiative to Find Opportunities
  816. Build a Network
  817. Seek Career Counselling
  818. Be Professional and Check for Mistakes
  819. Planning a Résumé
  820. Analyze Your Purpose and Audience
  821. Gather Pertinent Information
  822. Select the Best Medium
  823. Organize Your Résumé Around Your Strengths
  824. 3 Learning Objective
  825. The Chronological Résumé
  826. The Functional Résumé
  827. The Combination Résumé
  828. Address Areas of Concern
  829. Writing a Résumé
  830. Keep Your Résumé Honest
  831. 4 Learning Objective
  832. Adapt Your Résumé to Your Audience
  833. Compose Your Résumé
  834. 5 Learning Objective
  835. Name and Contact Information
  836. Introductory Statement
  837. Education
  838. Work Experience, Skills, and Accomplishments
  839. Activities and Achievements
  840. Personal Data and References
  841. Completing a Résumé
  842. 6 Learning Objective
  843. Revise Your Résumé
  844. Produce Your Résumé
  845. Producing a Traditional Printed Résumé
  846. Printing a Scannable Résumé
  847. Creating a Plain-Text File of Your Résumé
  848. Creating a Word File of Your Résumé
  849. Creating a PDF Version of Your Résumé
  850. Creating an Online Résumé
  851. Proofread Your Résumé
  852. Distribute Your Résumé
  853. Summary of Learning Objectives
  854. On the Job Performing Communication Tasks at Tim Hortons
  855. Test Your Knowledge
  856. Apply Your Knowledge
  857. Practise Your Knowledge
  858. Document 15.A: Writing a Résumé
  859. Exercises
  860. 15.1 Work-Related Preferences: Self-Assessment
  861. 15.2 Internet: Career Match
  862. 15.3 Teamwork: Action Verbs
  863. 15.4 Résumé Preparation: Work Accomplishments
  864. 15.5 Ethical Choices: Describing Teamwork
  865. 15.6 Completing a Résumé: Electronic Plain-Text Version
  866. 15.7 It’s Show Time: Creating a Video to Supplement Your Application
  867. 16 Applying and Interviewing for Employment
  868. Learning Objectives
  869. Submitting Your Résumé
  870. 1 Learning Objective
  871. Writing Application Letters
  872. Getting Attention
  873. Building Interest and Increasing Desire
  874. Motivating Action
  875. Following Up After Submitting a Résumé
  876. Understanding the Interviewing Process
  877. The Typical Sequence of Interviews
  878. 2 Learning Objective
  879. Common Types of Interviews
  880. Structured Versus Unstructured Interviews
  881. Panel and Group Interviews
  882. Behavioural, Situational, Working, and Stress Interviews
  883. Interview Media
  884. Telephone
  885. Email and IM
  886. Video
  887. Online
  888. What Employers Look for in an Interview
  889. 3 Learning Objective
  890. Pre-Employment Testing and Background Checks
  891. Preparing for a Job Interview
  892. 4 Learning Objective
  893. I. Learn about the Organization and Your Interviewers
  894. II. Think Ahead about Questions
  895. Planning for the Employer’s Questions
  896. Planning Questions of Your Own
  897. III. Bolster Your Confidence
  898. IV. Polish Your Interview Style
  899. V. Present a Professional Image
  900. VI. Be Ready When You Arrive
  901. Interviewing for Success
  902. 5 Learning Objective
  903. I. The Warm-Up
  904. II. The Question-and-Answer Stage
  905. Dealing with Questions
  906. Listening to the Interviewer
  907. Fielding Discriminatory Questions
  908. III. The Close
  909. Concluding Gracefully
  910. Discussing Salary
  911. Interview Notes
  912. Following Up After the Interview
  913. 6 Learning Objective
  914. Thank-You Message
  915. Message of Inquiry
  916. Request for a Time Extension
  917. Letter of Acceptance
  918. Letter Declining a Job Offer
  919. Letter of Resignation
  920. Summary of Learning Objectives
  921. On the Job Performing Communication Tasks at Google
  922. Test Your Knowledge
  923. Apply Your Knowledge
  924. Practise Your Knowledge
  925. Document 16.A: Writing an Application Letter
  926. Document 16.B: Writing Application Follow-Up Messages
  927. Document 16.C: Thank-You Message
  928. Document 16.D: Letter of Inquiry
  929. Document 16.E: Letter Declining a Job Offer
  930. Exercises
  931. 16.1 Career Management: Researching Target Employers
  932. 16.2 Career Management: Interviewing
  933. 16.3 Career Management: Understanding Qualifications
  934. 16.4 Career Management: Interviewing
  935. 16.5 Ethical Choices: Leaving Your Employer
  936. Appendix A: Format and Layout of Business Documents
  937. First Impressions
  938. Paper
  939. Customization
  940. Appearance
  941. Letters
  942. Standard Letter Parts
  943. Heading
  944. Date
  945. Inside Address
  946. Salutation
  947. Body
  948. Complimentary Close
  949. Signature Block
  950. Additional Letter Parts
  951. Letter Formats
  952. Envelopes
  953. Addressing the Envelope
  954. Folding to Fit
  955. International Mail
  956. Memos
  957. Reports
  958. Margins
  959. Headings
  960. Page Numbers
  961. Appendix B: Documentation of Report Sources
  962. Chicago Humanities Style
  963. In-Text Citation—Chicago Humanities Style
  964. Bibliography—Chicago Humanities Style
  965. APA Style
  966. In-Text Citation—APA Style
  967. List of References—APA Style
  968. MLA Style
  969. In-Text Citation—MLA Style
  970. List of Works Cited—MLA Style
  971. Endnotes
  972. Name Index
  973. A
  974. B
  975. C
  976. D
  977. E
  978. F
  979. G
  980. H
  981. I
  982. J
  983. K
  984. L
  985. M
  986. N
  987. O
  988. P
  989. Q
  990. R
  991. S
  992. T
  993. U
  994. V
  995. W
  996. X
  997. Y
  998. Z
  999. Subject Index
  1000. A
  1001. B
  1002. C
  1003. D
  1004. E
  1005. F
  1006. G
  1007. H
  1008. I
  1009. J
  1010. K
  1011. L
  1012. M
  1013. N
  1014. O
  1015. P
  1016. Q
  1017. R
  1018. S
  1019. T
  1020. U
  1021. V
  1022. W
  1023. X
  1024. Y

 

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