Excellence in Business Communication Plus MyLab Business Communication with Pearson eText -- Access Card Package (12th Edition)

__For undergraduate courses in business communication.__ **Develops Professional Communication Skills** Following in the wake of the digital revolution and the advent of social media, business communication has been hit by yet another revolutionary change: the rise of mobile communication. In this **Twelfth Edition** of Boveé and Thill’s **__Excellence in Business Communication__**, the most significant and recent technology-related changes affecting the business world are thoroughly discussed. Not to be forgotten, the text continues to emphasize fundamental skills and principles, including the importance of writing, listening, presenting, and other components of business communication. Featuring practical advice, time-tested processes, and real-world examples, **__Excellence in Business Communication__** is the premier text for honing and developing essential communication skills. **Also Available with MyBCommLab^®^** This title is also available with MyBCommLab--an online homework, tutorial, and assessment program designed to work with this text to engage students and improve results. Within its structured environment, students practice what they learn, test their understanding, and pursue a personalized study plan that helps them better absorb course material and understand difficult concepts. **NOTE:** You are purchasing a **standalone** product; MyBCommLab does not come packaged with this content. If you would like to purchase both the physical text and MyBCommLab search for: **0134472438 / 9780134472430 __Excellence in Business Communication Plus MyBCommLab with Pearson eText -- Access Card Package__** **Package consists of:** * **0134319052 / 9780134319056 __Excellence in Business Communication__** * **0134390113 / 9780134390116 __MyBCommLab with Pearson eText -- Access Card -- for Excellence in Business Communication__** Cover Title Page Copyright Page Brief Contents Contents Preface Prologue Part 1 Understanding the Foundations of Business Communication 1 Professional Communication in a Digital, Social, Mobile World COMMUNICATING AT Jetblue Understanding Why Communication Matters Communication Is Important to Your Career Communication Is Important to Your Company What Makes Business Communication Effective? Communicating as a Professional Understanding What Employers Expect from You Communicating in an Organizational Context Adopting an Audience-Centered Approach Exploring the Communication Process The Basic Communication Model The Social Communication Model The Mobile Revolution The Rise of Mobile as a Communication Platform How Mobile Technologies Are Changing Business Communication Using Technology to Improve Business Communication Keeping Technology in Perspective Guarding Against Information Overload Using Technological Tools Productively Reconnecting with People Committing to Ethical and Legal Communication Distinguishing Ethical Dilemmas from Ethical Lapses Ensuring Ethical Communication Ensuring Legal Communication Applying What You’ve Learned SOLVING COMMUNICATION DILEMMAS AT Jetblue Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage THE ART OF PROFESSIONALISM Maintaining a Confident, Positive Outlook 2 Collaboration, Interpersonal Communication, and Business Etiquette COMMUNICATING AT Cemex Communicating Effectively in Teams Advantages and Disadvantages of Teams Characteristics of Effective Teams Group Dynamics Collaborating on Communication Efforts Guidelines for Collaborative Writing Technologies for Collaborative Writing Giving—and Responding To—Constructive Feedback Making Your Meetings More Productive Preparing for Meetings Conducting and Contributing to Efficient Meetings Putting Meeting Results to Productive Use Using Meeting Technologies Improving Your Listening Skills Recognizing Various Types of Listening Understanding the Listening Process Overcoming Barriers to Effective Listening Improving Your Nonverbal Communication Skills Recognizing Nonverbal Communication Using Nonverbal Communication Effectively Developing Your Business Etiquette Business Etiquette in the Workplace Business Etiquette in Social Settings Business Etiquette Online Business Etiquette Using Mobile Devices SOLVING COMMUNICATION DILEMMAS AT Cemex Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage COMMUNICATING ACROSS CULTURES Whose Skin Is This, Anyway? 3 Communication Challenges in a Diverse, Global Marketplace COMMUNICATING AT EY Understanding the Opportunities and Challenges of Communication in a Diverse World The Opportunities in a Global Marketplace The Advantages of a Diverse Workforce The Challenges of Intercultural Communication Developing Cultural Competency Understanding the Concept of Culture Overcoming Ethnocentrism and Stereotyping Recognizing Variations in a Diverse World Contextual Differences Legal and Ethical Differences Social Differences Nonverbal Differences Age Differences Gender Differences Religious Differences Ability Differences Adapting to Other Business Cultures Guidelines for Adapting to Any Business Culture Guidelines for Adapting to U.S. Business Culture Improving Intercultural Communication Skills Studying Other Cultures Studying Other Languages Respecting Preferences for Communication Style Writing Clearly Speaking and Listening Carefully Using Interpreters, Translators, and Translation Software Helping Others Adapt to Your Culture SOLVING COMMUNICATION DILEMMAS AT EY Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage COMMUNICATING ACROSS CULTURES Us Versus Them: Generational Conflict in the Workplace Part 2 Applying The Three-Step Writing Process 4 Planning Business Messages COMMUNICATING AT H&R Block Understanding the Three-Step Writing Process Optimizing Your Writing Time Planning Effectively Analyzing the Situation Defining Your Purpose Developing an Audience Profile Gathering Information Uncovering Audience Needs Finding Your Focus Providing Required Information Selecting the Best Combination of Media and Channels The Most Common Media and Channel Options Factors to Consider When Choosing Media and Channels Organizing Your Information Defining Your Main Idea Limiting Your Scope Choosing Between Direct and Indirect Approaches Outlining Your Content Building Reader Interest with Storytelling Techniques SOLVING COMMUNICATION DILEMMAS AT H&R Block Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage PRACTICING ETHICAL COMMUNICATION How Much Information is Enough? 5 Writing Business Messages COMMUNICATING AT She Takes on the World Adapting to Your Audience: Being Sensitive to Audience Needs Using the “You” Attitude Maintaining Standards of Etiquette Emphasizing the Positive Using Bias-Free Language Adapting to Your Audience: Building Strong Relationships Establishing Your Credibility Projecting Your Company’s Image Adapting to Your Audience: Controlling Your Style and Tone Creating a Conversational Tone Using Plain Language Selecting the Active or Passive Voice Composing Your Message: Choosing Powerful Words Understanding Denotation and Connotation Balancing Abstract and Concrete Words Finding Words That Communicate Well Composing Your Message: Creating Effective Sentences Choosing from the Four Types of Sentences Using Sentence Style to Emphasize Key Thoughts Composing Your Message: Crafting Unified, Coherent Paragraphs Creating the Elements of a Paragraph Choosing the Best Way to Develop Each Paragraph Writing Messages for Mobile Devices SOLVING COMMUNICATION DILEMMAS AT She Takes on the World Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage THE ART OF PROFESSIONALISM Being Dependable and Accountable 6 Completing Business Messages COMMUNICATING AT Jefferson Rabb Web Design Revising Your Message: Evaluating the First Draft Evaluating Your Content, Organization, Style, and Tone Evaluating, Editing, and Revising the Work of Others Revising to Improve Readability Varying Your Sentence Length Keeping Your Paragraphs Short Using Lists to Clarify and Emphasize Adding Headings and Subheadings Editing for Clarity and Conciseness Editing for Clarity Editing for Conciseness Producing Your Message Designing for Readability Formatting Formal Letters and Memos Designing Messages for Mobile Devices Proofreading Your Message Distributing Your Message SOLVING COMMUNICATION DILEMMAS AT Jefferson Rabb Web Design Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage DIGITAL + SOCIAL + MOBILE: TODAY’S COMMUNICATION ENVIRONMENT Help! I’m Drowning in Social Media! Part 3 Crafting Brief Business 7 Crafting Messages for Digital Channels COMMUNICATING AT GOPRO Digital Channels for Business Communication Media Choices for Brief Messages Compositional Modes for Digital Media Creating Content for Social Media Optimizing Content for Mobile Devices Social Networks Business Communication Uses of Social Networks Strategies for Business Communication on Social Networks Information and Content Sharing Sites User-Generated Content Sites Content Curation Sites Community Q&A Sites Email Planning Email Messages Writing Email Messages Completing Email Messages Instant Messaging and Text Messaging Understanding the Benefits and Risks of IM Adapting the Three-Step Process for Successful IM Blogging and Microblogging Understanding the Business Applications of Blogging Adapting the Three-Step Process for Successful Blogging Microblogging Podcasting SOLVING COMMUNICATION DILEMMAS AT GoPro Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage Cases DIGITAL + SOCIAL + MOBILE: TODAY’S COMMUNICATION ENVIRONMENT Community Manager: One of the Hottest New Jobs in Business DIGITAL + SOCIAL + MOBILE: TODAY’S COMMUNICATION ENVIRONMENT Will Emoticons Give Your Career a Frowny Face? 8 Writing Routine and Positive Messages COMMUNICATING AT Get Satisfaction Strategy for Routine Requests Stating Your Request Up Front Explaining and Justifying Your Request Requesting Specific Action in a Courteous Close Common Examples of Routine Requests Asking for Information and Action Asking for Recommendations Making Claims and Requesting Adjustments Strategy for Routine and Positive Messages Starting with the Main Idea Providing Necessary Details and Explanation Ending with a Courteous Close Common Examples of Routine and Positive Messages Answering Requests for Information and Action Granting Claims and Requests for Adjustment Providing Recommendations and References Sharing Routine Information Announcing Good News Fostering Goodwill SOLVING COMMUNICATION DILEMMAS AT Get Satisfaction Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage Cases 9 Writing Negative Messages COMMUNICATING AT Hailo Using the Three-Step Writing Process for Negative Messages Step 1: Planning a Negative Message Step 2: Writing a Negative Message Step 3: Completing a Negative Message Using the Direct Approach for Negative Messages Opening with a Clear Statement of the Bad News Providing Reasons and Additional Information Closing on a Respectful Note Using the Indirect Approach for Negative Messages Opening with a Buffer Providing Reasons and Additional Information Continuing with a Clear Statement of the Bad News Closing on a Respectful Note Maintaining High Standards of Ethics and Etiquette Sending Negative Messages on Routine Business Matters Making Negative Announcements on Routine Business Matters Rejecting Suggestions and Proposals Refusing Routine Requests Handling Bad News About Transactions Refusing Claims and Requests for Adjustment Sending Negative Organizational News Communicating Under Normal Circumstances Responding to Negative Information in a Social Media Environment Communicating in a Crisis Sending Negative Employment Messages Refusing Requests for Employee References and Recommendation Letters Refusing Social Networking Recommendation Requests Rejecting Job Applications Giving Negative Performance Reviews Terminating Employment SOLVING COMMUNICATION DILEMMAS AT Hailo Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage Cases PRACTICING ETHICAL COMMUNICATION The Deceptive Soft Sell 10 Writing Persuasive Messages COMMUNICATING AT Red Ants Pants Using the Three-Step Writing Process for Persuasive Messages Step 1: Planning Persuasive Messages Step 2: Writing Persuasive Messages Step 3: Completing Persuasive Messages Developing Persuasive Business Messages Strategies for Persuasive Business Messages Avoiding Common Mistakes in Persuasive Communication Common Examples of Persuasive Business Messages Developing Marketing and Sales Messages Planning Marketing and Sales Messages Writing Conventional Marketing and Sales Messages Writing Promotional Messages for Social Media Creating Promotional Messages for Mobile Devices Maintaining High Standards of Ethics, Legal Compliance, and Etiquette SOLVING COMMUNICATION DILEMMAS AT Red Ants Pants Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Exercises Expand Your Skills Improve Your Grammar, Mechanics, and Usage Cases PRACTICING ETHICAL COMMUNICATION Pushing the Limits of Credibility Part 4 Preparing Reports and Presentations 11 Planning Reports and Proposals COMMUNICATING AT MyCityWay Applying the Three-Step Writing Process to Reports and Proposals Analyzing the Situation Gathering Information Selecting the Best Combination of Media and Channels Organizing Your Information Supporting Your Messages with Reliable Information Planning Your Research Locating Data and Information Evaluating Sources Using Your Research Results Conducting Secondary Research Finding Information at a Library Finding Information Online Documenting Your Sources Conducting Primary Research Conducting Surveys Conducting Interviews Planning Informational Reports Organizing Informational Reports Creating Successful Business Plans Organizing Website Content Planning Analytical Reports Focusing on Conclusions Focusing on Recommendations Focusing on Logical Arguments Planning Proposals SOLVING COMMUNICATION DILEM MAS AT MyCityWay Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage DIGITAL + SOCIAL + MOBILE: TODAY’S COMMUNICATION ENVIRONMENT Research on the Go with Mobile Devices 12 Writing Reports and Proposals COMMUNICATING AT Warby Parker Composing Reports and Proposals Adapting to Your Audience Drafting Report Content Drafting Proposal Content Helping Report Readers Find Their Way Using Technology to Craft Reports and Proposals Writing for Websites and Wikis Drafting Website Content Collaborating on Wikis Illustrating Your Reports with Effective Visuals Understanding Visual Design Principles Understanding the Ethics of Visual Communication Identifying Points to Illustrate Selecting the Right Type of Visual Producing and Integrating Visuals Creating Visuals Verifying the Quality of Your Visuals Visual Media on Mobile Devices SOLVING COMMUNICATION DILEMMAS AT WarbyParker Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage Cases PRACTICING ETHICAL COMMUNICATION Distorting the Data 13 Completing Reports and Proposals COMMUNICATING AT Garage Technology Ventures Revising Reports and Proposals Producing Formal Reports Prefatory Parts Text of the Report Supplementary Parts Producing Formal Proposals Prefatory Parts Text of the Proposal Proofreading Reports and Proposals Distributing Reports and Proposals SOLVING COMMUNICATION DILEMMAS AT GarageTechnology Ventures Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage Cases REPORT WRITER’S NOTEBOOK Analyzing a Formal Report 14 Developing and Delivering Business Presentations COMMUNICATING AT Principato-Young Entertainment Planning a Presentation Analyzing the Situation Selecting the Best Media and Channels Organizing a Presentation Developing a Presentation Adapting to Your Audience Crafting Presentation Content Enhancing Your Presentation with Effective Visuals Choosing Structured or Free-form Slides Designing Effective Slides Integrating Mobile Devices in Presentations Completing a Presentation Finalizing Your Slides Creating Effective Handouts Choosing Your Presentation Method Practicing Your Delivery Delivering a Presentation Overcoming Anxiety Handling Questions Responsively Embracing the Backchannel Giving Presentations Online SOLVING COMMUNICATION DILEMMAS AT Principato-Young Entertainment Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage Cases THE ART OF PROFESSIONALISM Being a Team Player Part 5 Writing Employment Messages and Interviewing for Jobs 15 Building Careers and Writing Résumés COMMUNICATING AT VMWare Finding the Ideal Opportunity in Today’s Job Market Writing the Story of You Learning to Think Like an Employer Researching Industries and Companies of Interest Translating Your General Potential into a Specific Solution for Each Employer Taking the Initiative to Find Opportunities Building Your Network Seeking Career Counseling Avoiding Mistakes Planning Your Résumé Analyzing Your Purpose and Audience Gathering Pertinent Information Selecting the Best Media and Channels Organizing Your Résumé Around Your Strengths Addressing Areas of Concern Writing Your Résumé Keeping Your Résumé Honest Adapting Your Résumé to Your Audience Composing Your Résumé Completing Your Résumé Revising Your Résumé Producing Your Résumé Proofreading Your Résumé Distributing Your Résumé SOLVING COMMUNICATION DILEMMAS AT VMWare Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage Cases DIGITAL + SOCIAL + MOBILE: TODAY’S COMMUNICATION ENVIRONMENT Job Search Strategies: Maximize Your Mobile THE ART OF PROFESSIONALISM Striving to Excel 16 Applying and Interviewing for Employment COMMUNICATING AT Zappos Submitting Your Résumé Writing Application Letters Following Up After Submitting a Résumé Understanding the Interviewing Process The Typical Sequence of Interviews Common Types of Interviews Interview Media What Employers Look for in an Interview Preemployment Testing and Background Checks Preparing for a Job Interview Learning About the Organization and Your Interviewers Thinking Ahead About Questions Boosting Your Confidence Polishing Your Interview Style Presenting a Professional Image Being Ready When You Arrive Interviewing for Success The Warm-up The Question-and-Answer Stage The Close Interview Notes Following Up After the Interview Follow-Up Message Message of Inquiry Request for a Time Extension Letter of Acceptance Letter Declining a Job Offer Letter of Resignation SOLVING COMMUNICATION DILEMMAS AT Zappos Learning Objectives Checkup Apply Your Knowledge Practice Your Skills Expand Your Skills Improve Your Grammar, Mechanics, and Usage Cases COMMUNICATING ACROSS CULTURES Successfully Interviewing Across Borders Appendix A Format and Layout of Business Documents First Impressions Paper Customization Appearance Letters Standard Letter Parts Additional Letter Parts Letter Formats Envelopes Addressing the Envelope Folding to Fit International Mail Memos Reports Margins Headings Page Numbers Appendix B Documentation of Report Sources Chicago Humanities Style In-Text Citation—Chicago Humanities Style Bibliography—Chicago Humanities Style APA Style In-Text Citation—APA Style List of References—APA Style MLa style In-Text Citation—MLA Style List of Works Cited—MLA Style Appendix C Correction Symbols Content and Style Grammar, Mechanics, and Usage Proofreading Marks Handbook of Grammar, Mechanics, and Usage Diagnostic Test of English Skills Assessment of English Skills Essentials of Grammar, Mechanics, and Usage 1.0 Grammar 1.1 Nouns 1.2 Pronouns 1.3 Verbs 1.4 Adjectives 1.5 Adverbs 1.6 Other Parts of Speech 1.7 Sentences 2.0 Punctuation 2.1 Periods 2.2 Question Marks 2.3 Exclamation Points 2.4 Semicolons 2.5 Colons 2.6 Commas 2.7 Dashes 2.9 Apostrophes 2.8 Hyphens 2.10 Quotation Marks 2.11 Parentheses and Brackets 2.12 Ellipses 3.0 Mechanics 3.1 Capitalization 3.2 Underscores and Italics 3.3 Abbreviations 3.4 Numbers 3.5 Word Division 4.0 Vocabulary 4.1 Frequently Confused Words 4.2 Frequently Misused Words 4.3 Frequently Misspelled Words 4.4 Transitional Words and Phrases Answer Keys Brand, Organization, Name, and Website Index Subject Index