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2. Identify the tools for success in the hyperconnected 21st-century workplace, and appreciate the importance of critical-thinking skills in the competitive job market of the digital age. 3. Describe significant trends in today’s dynamic, networked work environment, and recognize that […]

© 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website […]

Chapter 10 Solutions to Activities Zooming In: Applying Your Skills at Natural Capitalism Solutions Current date Dear Business Owner: Your attendance at this workshop shows that you have already taken the first step to increasing your profits while you integrate […]

10.1 Document for Analysis: Poor Action Request Going to Texas 7-Eleven Owners To: 7-Eleven Franchise Owners Association of Texas From: Terry Navarro <terrynavarro@yahoo.com> Subject: Finding a Better Way to Sell Fresh Bananas Cc: Bcc: Fresh Del Monte has suggested that […]

• Each meeting should have a purpose and an agenda. • Leaders should start on time and state what is to be accomplished. • Participants should be encouraged to come prepared and be willing to cooperate. • Leaders must keep […]

10.2 Document for Analysis: Weak Action Request Inviting Small Planet Speaker Current date Ms. Anna Lappe 418 North Jay Street Brooklyn, NY 11212 Dear Ms. Lappe: You have written that this country’s food sector is both a central culprit in […]

132 Chapter 10 Solutions Memo Attachment Date: Current To: Bradford Trask From: Your name Subject: To Podcast or Not to Podcast No longer the domain of wannabe radio DJs or amateurs, podcasting has arrived in respectable businesses. Large companies such […]

3. Craft persuasive messages that request actions, make claims, and deliver complaints. 4. Understand interpersonal persuasion at work and write persuasive messages within organizations. 5. Create effective and ethical direct-mail and e-mail sales messages. 6. Apply basic techniques in developing […]

10.3 Document for Analysis: Poor Claim Letter From Unhappy Copier Owner Current date Mr. Trenton Khalifa VIP Copier Specialists 1532 Nashville Pike Gallatin, TN 37012 Dear Mr. Khalifa: The four BizStar C500 photocopiers that we purchased three months ago are […]

Most workers in business organizations today write some type of report on a regular basis, usually informal short reports, often distributed as a simple e–mail message. Occasionally workers collaborate in teams on larger-scale projects. This is why students need to […]

I have studied social science research as part of my major and have refined my writing and editing abilities in business communication courses. My long-term career goals are to work in the non-profit sector where I can use my research […]

$260,000; $260,000; $260,000; $260,000; $280,000; $280,000; $320,000; $360,000; $420,000 MEAN = (260,000 + 260,000 + 260,000 + 260,000 + 280,000 + 280,000 + 320,000 + 360,000 + 420,000) ÷ 9 = $300,000 The mean is most commonly referred to as […]

3. Organize report data logically and provide reader cues to aid comprehension. 4. Write short informational reports that describe routine tasks. 5. Prepare short analytical reports that solve business problems. The chapter provides guidelines for students to understand when to […]

3. Identify the components of typical business plans. 4. Describe the components of the front matter in formal business reports, and show how they further the purpose of the report. 5. Understand the body and back matter of formal business […]

businesses. Then, for one company they are to write a portion of the proposal in which the entrepreneur explains how he or she plans to use social media in regard to the business. Students should describe about how much time […]

Reassure students that they will increase their comfort level and deliver a professional performance if they focus on the following: preparation, organization, audience rapport, visual aids, and delivery. Students will also learn effective techniques for communicating as a team and […]

© 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website […]

3. Expand your job-search strategies by using both traditional and digital tools in pursuing the hidden job market. 4. Organize your qualifications and information into effective résumé segments to create a winning, customized résumé. 5. Optimize your job search and […]

• Developed people, team, and leadership skills as line manager for Target • Experienced in PowerPoint, Excel, Web design, and database management • Able to work well in stressful situations 182 © 2015 Cengage Learning. All Rights Reserved. May not […]

• Completed 90 units including courses in Analysis and Application of Accounting Data and Financial Reporting • Dean’s Honor List, Fall 2013 • Expanded people and communication skills by conducting annual performance reviews and issuing disciplinary action notices as needed […]

15.2 Document for Analysis: Poor Cover Letter 1340 East Phillips Avenue, Apt. D Littleton, CO 80126 May 4, 2015 [or current date] Ms. Kara Robinson Director, Human Resources Felder & Associates, P.C. 835 South Prairie Avenue Pueblo, CO 81005 Dear […]

16.1 Document for Analysis: Tracy’s Poor Interview Follow-Up Letter Current date Mr. Michael Searle Vice President Mariposa Agency 3021 East Van Buren Street Phoenix, AZ 85022 Dear Mr. Searle: Thanks for speaking with me on Tuesday, June 2, about the […]

222 themselves during such interviews, including controlling nonverbal messages. The major focus of the chapter, however, is on typical questions that are asked during hiring interviews and how students should respond. The chapter discusses how to respond to illegal questions […]

189 © 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected […]

the team. This chapter also describes effective practices for planning and participating in virtual meetings. To familiarize students with the latest technologies used to connect employees around the globe, Chapter 2 describes the tools used to connect virtual teams, including […]

mentioned such as “must be able to coordinate communications and work with staff, customers, vendors, independent contractors, writers, and designers”; “must provide daily project– management coordination across multiple project-related activities”; “must be a self-starter, highly motivated, well organized, and detail […]

31 Chapter 3 helps students prepare for successful intercultural communication by presenting the characteristics of culture including individualism, formality, communication style, and time orientation. The chapter explains the effects of ethnocentrism, tolerance, and patience in achieving intercultural proficiency and identifies […]

to apologize for the tweet as “poorly timed and absolutely inappropriate.” Lesson: Don’t exploit bad news. Better yet, avoid it. When addressing current events, separate them from advertising and keep your posts professional. b. The comedian and Aflac spokesperson tweeting […]

4.7 Document for Analysis To: All Employees From: Sybil Montrose <smontrose@syracuse.com> Cc: Subject: Implementing Revised E-Mail and Internet Policy Attached: Revised E-Mail and Internet Policy Effective immediately, we will be implementing a revised policy regarding e-mail and Internet use. This […]

3. Analyze the purpose of a message, anticipate its audience, and select the best communication channel. 4. Employ expert writing techniques such as incorporating audience benefits, the “you” view, conversational but professional language, a positive and courteous tone, bias-free language, […]

© 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website […]

a. 1 b. 3 c. 2 d. 2 e. 4 weddings now represent a major income source. b. Fragment. Revision: About 2,000 weddings are held yearly, which is twice the number just ten years ago. c. Comma splice. Revision: Weddings […]

5.12 Document for Analysis: Weak E-Mail Message Dangling modifiers: Sentences 3, 11, 17 Passive voice: Sentences 1, 4, 5, 11, 12, 13, 17 Fragments: Sentences 8, 14, 16 Suggested Revision Dear Mr. Long: 1You probably chose 24-Hour Gym here in […]

58 Chapter 5 LECTURE NOTES Organizing and Drafting Business Messages CHAPTER SYNOPSIS This chapter explains how to carry out the second phase of the writing process: researching, organizing, and drafting. First, before writing, a businessperson collects relevant information, which helps […]

6.11. Document for Analysis: Ineffective E-Mail Suggestion to Boss To: Roger M. Karjala <r.m.karjala@firstbank.com> From: Keiko Kurtz <k.kurtz@firstbank.com> Subject: Suggestion for Improving Customer Relations Cc: Bcc: Roger, Because you asked for suggestions on how to improve customer relations, I am […]

• Help you listen to what consumers are saying • Create referral business • Provide a built-in audience Social media on the Web today is a logical extension of what people have been doing for centuries: communicating! Whether you are […]

• Spices. Consumers are appreciating more highly spiced foods and hot sauces. Spicy Thai and other ethnic dishes are growing in popularity. • Freshness. As consumers become more knowledgeable and more discriminating, they are demanding fresher ingredients. • Tasty food […]

2. Post security signs. Amateur thieves are often deterred by signs on windows and doors. 3. Install space alarms. These sensors look down over protected areas. The sensors can activate bells or lights, thus scaring off intruders. After reading the […]

6.12 Document for Analysis: Poor E-Mail Message Re PowerPoint To: Sanders Watson <swatson @circa.com> From: Monique Vance <mvance@circa.com> Cc: Subject: Avoiding Death by PowerPoint Sanders, As you requested, I attended a seminar about presentation techniques. You suggested that I might […]

3. Enhance readability by understanding document design including the use of white space, margins, typefaces, fonts, numbered and bulleted lists, and headings. 4. Recognize proofreading problem areas, and apply effective techniques to catch mistakes in both routine and complex documents. […]

7.3 Document for Analysis: Troubling Internship Program To: Joshua Turck <joshua.turck@bayside.com> From: Sable Johnson <sable.johnson@bayside.com> Subject: Meeting to Discuss Internship Program Cc: Bcc: __________________________________________________________________________ Based on your inquiry, I would like to meet with you and the vice president to […]

7.2 Document for Analysis: Poor Memo Describing Social Media Brown Bag Lunch Talk Date: Current To: Byron Hobbes From: Amy Thompson Subject: Social Media As you requested, I have prepared a short program on using social media responsibly. A summary […]

In addition, this chapter introduces podcasts, wikis, and blogs. Any applications that do not require a human presence (e.g., certain training videos) lend themselves to podcast recordings that users can stream or download on demand. Wikis enable far-flung team members […]

7.1 Document for Analysis: Wordy, Woeful E-Mail To: Department Managers From: Mellanie Mankin <mmankin@rockstudios> Subject: Interviewing Five Employment Candidates Cc: Bcc: Good morning, department managers, Because we are now authorized to hire new employees, we have scheduled five promising candidates […]

entries are full of typing mistakes and colloquialisms or slang. Unsuited as they are in any customer-service situation, they are particularly unlikely to be understood by a customer with limited English skills. The informality of the rep would probably annoy […]

Because we are now authorized to hire new employees, we have scheduled five promising candidates who can help you with your team projects. They are scheduled for interviews on the following dates: May 5 Conference Room May 9 Office 22 […]

8.3 Document for Analysis: Direct Request To: ExEngine Manager List From: Paula Parker <paula.parker@exengine.com> Subject: Answering Questions to Address E-Mail Problem Cc: Bcc: Managers, Please help us address the problem of excessive e-mail by answering the questions below. Your ideas […]

78 Chapter 8 Solutions Here at Campmor we use an automated résumé-tracking system for documents submitted on paper. Our system, called SmartTrack, helps us organize, screen, and process all incoming hard- copy résumés. You may wish to follow these suggestions […]

8.6 Document for Analysis: Direct Claim (Obj. 3) Current date Mr. John Lear Regional General Manager Apex Car Rentals 4510 Cyprus Street Denver, CO 80246 Dear Mr. Lear: We are asking you to help us retrieve $60 from your Colorado […]

8.4 Document for Analysis: Direct Response Date: March 4, 2015 To: Helen Lazar, CEO From: Gilbert S. Luce Subject: Chatter—A Potential Alternative to Facebook and Twitter Here is my brief report in response to your request that I research alternatives […]

63 Chapter 8 Solutions to Activities Zooming In: Applying Your Skills at Highpoint Current date Mr. Martin L. Pritchett President, Pritchett Consulting 114 Walnut Street Harrisburg, PA 17101 Dear Mr. Pritchett: It was a pleasure speaking with you earlier today, […]

8.5 Document for Analysis: Instructions Date: Current To: Faculty and Staff From: Michael Love <mlove@valleyviewpd.gov> Subject: Tips to Prevent Card Skimming at ATM Machines Cc: Bcc: Faculty and Staff, Card skimming occurs at ATM machines when small imaging devices capture […]

vendors, government officials, and others. Letters are important when a permanent record is required, when confidentiality is critical, when formality or sensitivity is essential, and when a persuasive presentation is important. Positive messages are those that follow the direct strategy […]

9.5 Document for Analysis: Nuptials Nixed at Napa Inn Current date Ms. Heather Herreira 1180 Blossom Hill Road San Jose, CA 95118 Dear Ms. Herreira: Thanks for your inquiry regarding weddings at the Napa Valley Inn, one of the most […]

Chapter 9 Solutions 105 9.18 Claim Denial: Raising a Stink About Charge for Smoking in the Room (Objs. 1-4) Current date Mr. Trevor H. Taylor 580 Lottie Street Bellingham, WA 98225 Dear Mr. Taylor: Metropol Grand Hotel is committed to […]

3. Explain the components of effective negative messages, including opening with a buffer, apologizing, showing empathy, presenting the reasons, cushioning the bad news, and closing pleasantly. 4. Apply effective techniques for refusing typical requests or claims as well as for […]

9.6 Document for Analysis: Claim Denial – No New Droid for You To: Lynda Brownsmith <lbrownsmith@aol.com> From: Michael Quinn <mquinn@unitedservice.com> Subject: Replacing Your Damaged Droid Cc: Bcc: Dear Ms. Brownsmith: As you have done, many of our customers purchase the […]

9.7 Document for Analysis: Saying No to Time Off for Newborns in Need To: Amanda Fox <afox@financialsolutions.com> From: Gabriel Lugo <glugo@financialsolutions.com> Subject: Your Request for Time Off Cc: Bcc: Amanda, Everyone here at Financial Solutions appreciates the splendid work you […]

92 Chapter 9 Solutions to Activities Zooming In: Applying Your Skills at Carnival Corporation Current date Dear Carnival Guest: Important Cancellation Notice – Carnival Starlight 01/16/2014, 01/23/2014, and 01/30/2014 Following well-publicized incidents aboard Carnival-owned cruise ships that involved engine-room fires, […]

9.8 Document for Analysis: Hackers Hijack E-Mail Addresses To: Kara Khalial <kkhalial@coastal.net> From: Janice Small <jsmall@princetonpayment.org> Subject: Customer Security Incident at Princeton Payment Systems Cc: Bcc: You are receiving this e-mail because of a recent incident at Princeton Payment Systems […]

includes a call to action and a deadline. Improve the organization by chunking similar material together. What questions must be answered? What tasks should be performed? Make it easy for receivers to respond by “down editing,” i.e., returning the message […]

comprehension and engagement. • Comprehensive PowerPoint slides. Available with new books, our author-written but professionally designed student slide shows (up to 30 slides per chapter) review important concepts. The colorful instructor program (up to 60 slides) offers exciting options for […]

Part 2, Course Planning 38 TIPS FOR EFFECTIVE ONLINE TEACHING If you are offering your business communication online, check with your college to learn what resources and training are offered to online instructors. You should also do research to learn […]

1 COURSE PLANNING LEARNING OBJECTIVES As students complete the textbook chapters, they will be able to • Discuss and appreciate the importance of the communication processes and skills, critical thinking, and ethics in today’s increasingly interconnected and digital workplace. • […]

Part 2, Course Planning 21 14-Week Course Workplace Communication, Short Written Report, and Employment Communication Three 50-minute class meetings a week (42 total class meetings) In a 14-week course with a total of 42 class meetings, you could cover e-mail […]

VIDEOS, TEAMS, AND MORE VIDEO DISCUSSION GUIDE Four videos accompany Guffey’s Business Communication: Process and Product, 8e. These 7- to 12- minute videos provide a visual learning experience to help students succeed in today’s rapidly changing workplace. These videos are […]

Part 3, Videos, Teams, and More 12 ANALYTICAL REPORT GROUP ACTIVITIES Because collaborative analytical reports vary considerably in content, length, and complexity, the following list of activities can serve as a guideline for planning the sequence of activities involved in […]