Lehman DuFrene 2007 Indices

Business Communications
Himstreet, William C./ Baty, Wayne Murlin/ Lehman, Cengage Lear.. | 2007.03.02
:http://book.daum.net/detail/book.do?bookid=ENG9780324375534#tab_review
=Part 1 Communication Foundations 1(70)=
==Chapter 1 Establishing a Framework for Business Communication 2(40)==
===Showcase Part 1: Communication Challenges at the CDC 3(1)===
===Purposes of Communication 4(1) ===
===The Communication Process 4(3) ===
===The Sender Encodes the Message 5(1) ===
===The Sender Selects an Appropriate Channel and Transmits the Message 6(1) ===
===The Receiver Decodes the Message 6(1) ===
===Your Turn 1-1: Miscue 7(1) ===
===The Receiver Encodes the Message to Clarify Any Misunderstandings 7(1) ===
===Interferences Hinder the Process 9(1) ===
===Showcase Part 2: Spotlight Communicator: Julie Gerberding, Director, CDC: Leadership for the Times 8(1) ===
===Communicating Within Organizations 9(6) ===
===Levels of Communication 9(1) ===
===Communication Flow in Organizations 10(5) ===
===Your Turn 1-2: Career Portfolio 15(1) ===
===Strategic Forces Influencing Business Communication 16(6) ===
===Legal and Ethical Constraints as a Strategic Force Influencing Communication 16(6) ===
===Your Turn 1-3: You're the Professional 22(4) ===
===Diversity Challenges as a Strategic Force Influencing Communication 22(4) ===
===Your Turn 1-4: Assessment 26(2) ===
===Changing Technology as a Strategic Force Influencing Communication 27(1) ===
===Strategic Forces: Diversity Challenges: Viva la Difference! 28(3) ===
===Your Turn 1-5: Electronic Cafe: Instant Messaging Joins the Workforce 31(2) ===
===Team Environment as a Strategic Force Influencing Communication 32(1) ===
===Strategic Forces: Legal & Ethical Constraints: Is Anything Private Anymore? 33(3) ===
===Showcase Part 3: Communicating Internationally Looms as a CDC Challenge 36(1) ===
===Summary 37(1) ===
===Chapter Review 37(1)===
===Activities 38(1) ===
===Applications 39(1) ===
===Case Analysis: Can the United States Succeed Without Rewarding Rugged Individuality? 40(2)C3 ===
==Chapter 2 Focusing on Interpersonal and Group Communication 42(29) ==
===Showcase Part 1: eBay Connects a Worldwide Market 43(1) ===
===Behavioral Theories that Impact Communication 44(2) ===
===Recognizing Human Needs 44(1) ===
===Stroking 45(1) ===
===Exploring the Johari Window 45(1) ===
===Your Turn 2-1: Electronic Cafe: Secure Email Protects Corporate Information 46(1) ===
===Your Turn 2-2: You're the Professional 47(1) ===
===Contrasting Management Styles 47(1) ===
===Showcase Part 2: Spotlight Communicator: Meg Whitman, CEO of eBay: ``The Power of Us Fuels Company Success 48(1) ===
===Nonverbal Communication 49(3) ===
===Metacommunication 49(1) ===
===Kinesic Messages 50(1) ===
===Understanding Nonverbal Messages 50(2) ===
===Strategic Forces: Diversity Challenges: Cultural Differences in Nonverbal Messages 52(1) ===
===Listening as a Communication Skill 53(2) ===
===Listening for a Specific Purpose 53(2) ===
===Your Turn 2-3: Miscue 55(2) ===
===Bad Listening Habits 55(1) ===
===Suggestions for Effective Listening 56(1) ===
===Your Turn 2-4: Assessment 57(1) ===
===Group Communication 57(5) ===
===Increasing Focus on Groups 57(1) ===
===Characteristics of Effective Groups 58(1) ===
===Group Roles 59(1) ===
===From Groups to Teams 60(2) ===
===Meeting Management 62(1) ===
===Your Turn 2-5: Career Portfolio 63(1) ===
===Face-to-Face Meetings 63(1) ===
===Electronic Meetings 63(1) ===
===Strategic Forces: Team Environment: Communication Styles of Men and Women 64(2) ===
===Suggestions for Effective Meetings 65(1) ===
===Showcase Part 3: eBay Redefines the International Marketplace 66(1) ===
===Summary 67(1) ===
===Chapter Review 67(1) ===
===Activities 67(1) ===
===Applications 68(1) ===
===Case Analysis: Is Anyone Listening? 69(1) ===
===Inside View Part 1: Corporate Diversity 70(1) ===
=Part II: COMMUNICATION ANALYSIS. 71(74)=
==Chapter 3. Planning Spoken and Written Messages 72(40)==
===Showcase Part 1: Hallmark Crafts Messages for Changing Consumer Market 73(1) ===
===Step 1: Determining the Purpose and Channel 74(1) ===
===Step 2: Envisioning the Audience 75(4) ===
===Step 3: Adapting the Message to the Audience 79(1) ===
===Focus on the Receiver's Point of View 79(1) ====
===Strategic Forces: Diversity Challenges: Bridging the Generation Gap 80(3)===
===Communicate Ethically and Responsibly 82(1) ===
===Your Turn 3-1: Electronic Cafe: Translation Challenges 83(2) ===
===Your Turn 3-2: Miscue 85(2) ===
===Build and Protect Goodwill 85(2) ===
===Your Turn: 3-3: You're the Professional 87(3) ===
===Showcase Part 2: Spotlight Communicator: Dean Rodenbough, Director of Corporate Communications, Hallmark Corporation: Openness a ``Hallmark at Hallmark Cards, Inc. 90(4) ===
===Use Contemporary Language 92(1) ===
===Use Simple, Informal Words 93(1) ===
===Strategic Forces: Changing Technology: E-Cards Offer Greeting Alternatives 94(2) ===
===Communicate Concisely 95(1) ===
===Your Turn 3-4: Assessment 96(4) ===
===Project a Positive, Tactful Tone 97(3) ===
===Step 4: Organizing the Message 100(2) ===
===Outline to Benefit the Sender and the Receiver 100(1) ===
===Sequence Ideas to Achieve Desired Goals 101(1) ===
===Your Turn 3-5: Career Portfolio 102(1) ===
===Showcase Part 3: Hallmark Tips for Writing Business Greetings 103(1) ===
===Summary 104(1) ===
===Chapter Review 104(1) ===
===Check Your Communication: Guidelines for Planning a Spoken or Written Message 105(1) ===
===Activities 105(3) ===
===Applications 108(2) ===
===Case Analyis: It's All in the Translation 110(2) ===
==Chapter 4. Preparing Spoken and Written Messages 112(33) ==
===Showcase Part 1: Securities and Exchange Commission Promotes Reader-Friendly Disclosures 113(2) ===
===Your Turn 4-1: Assessment 115(1) ===
===Prepare the First Draft 115(1) ===
===Strategic Forces: Changing Technology: Writing Effectively at the Computer 116(8) ===
===Craft Powerful Sentences 117(4) ===
===Develop Coherent Paragraphs 121(3) ===
===Showcase Part 2: Spotlight Communicator: Cynthia A. Glassman, Former SEC Acting Chairman: Plain Language Best for Communicating with Investors 124(1) ===
===Your Turn 4-2: Career Portfolio 125(1) ===
===Revise and Proofread 125(4) ===
===Improve Readability 126(3) ===
===Your Turn 4-3: You're the Professional 129(3) ===
===Use Systematic Procedures for Revising and Proofreading 130(2) ===
===Your Turn 4-4: Miscue 132(3) ===
===Cultivate a Frame of Mind for Effective Revising and Proofreading 134(1) ===
===Your Turn 4-5: Electronic Cafe: Intranets Expand Internet Communications 135(1)===
===Strategic Forces: Team Environment: Using Collaborative Technologies to Support Work Teams 136(1) ===
===Showcase Part 3: Plain English Requirements for Patient Privacy Disclosures 137(1)===
===Summary 138(1) ===
===Chapter Review 138(1) ===
===Check Your Communication: Preparing and Proofreading a Rough Draft 139(1) ===
===Activities 139(2) ===
===Applications 141(2)===
===Case Analysis: Understanding the Plain English Campaign 143(1)===
===Inside View Part 2: Seinfeld: Language and Meaning 144(1) ===
=Part 3 Communication Through Voice, Electronic, and Written Messages 145(154) =
==Chapter 5 Communicating Electronically 146(32) ==
===Showcase Part 1: Wyndham Vacation Ownership Utilizes Web to Provide Owner Satisfaction 147(1) ===
===Electronic Mail Communication 148(1) ===
===Advantages of Email 148(1) ===
===Your Turn 5-1: Electronic Cafe: Paperless Information Exchange 149(6) ===
===Guidelines for Preparing Email Messages 149(2) ===
===Effective Use of Email 151(3) ===
===Instant Messaging 154(1) ===
===Your Turn 5-2: Assessment 155(1) ===
===Email and the Law 155(1) ===
===Your Turn 5-3: You're the Professional 156(1) ===
===Strategic Forces: Legal and Ethical Constraints: Legal and Ethical Implications of Technology 157(1) ===
===Web Page Communication 158(1) ===
===Writing for a Website 158(1) ===
===Strategic Forces: Team Environment: Web Assists Interorganizational Teams 159(1) ===
===Your Turn 5-4: Career Portfolio 160(2) ===
===Writing for Weblogs 161(1) ===
===Your Turn 5-5: Miscue 162(1) ===
===Voice and Wireless Communication 163(2) ===
===Voice Mail Communication 163(1) ===
===Cell Phone Communication 164(1) ===
===Showcase Part 2: Spotlight Communicator: Franz S. Hanning, President and CEO, Wyndham Vacation Ownership, Inc.: Vacation Planning Website Appeals to Today's Techno-Savvy Members 165(3) ===
===Wireless Communication and the Future 166(2) ===
===Appropriate Use of Technology 168(1) ===
===Determine the Purpose of the Message 168(1) ===
===Determine Whether the Information Is Personal or Confidential 168(1) ===
===Decide Whether Positive Human Relations Are Sacrificed 168(1) ===
===Showcase Part 3: Wyndham Vacation Ownership, Inc. Reaches Out to Various Constituents 169(1) ===
===Summary 170(1) ===
===Chapter Review 170(1) ===
===Check Your Communication: Electronic Communication 171(1) ===
===Activities 172(1) ===
===Applications 173(4) ===
===Case Analysis: Using the Internet to Bridge the Cultural Gap 177(1) ===
==Chapter 6. Delivering Good- and Neutral-News Messages 178(38) ==
===Showcase Part 1: JanSport: Customer Service at the Heart of Attitudes and Actions 179(1)===
===Deductive Organizational Pattern 180(1) ===
===Your Turn 6-1: Career Portfolio 181(1) ===
===Strategic Forces: Diversity Challenges: Basic Cultural Values Influence Communication Styles 182(2) ===
===Good-News Messages 184(3) ===
===Positive News 184(1) ===
===Thank-You and Appreciation Messages 184(3) ===
===Routine Claims 187(1) ===
===Claim Message 187(1) ===
===Your Turn 6-2: You're the Professional 188(3) ===
===Favorable Response to a Claim Message 189(2) ===
===Routine Requests 191(2) ===
===Routine Request 191(1) ===
===Favorable Response to a Routine Request 191(1) ===
===Favorable Response to a Favor Request 192(1) ===
===Form Letters for Routine Responses 192(1) ===
===Showcase Part 2: Spotlight Communicator: Mike Corvino, President, JanSport: Customer Relations Key to Success 193(1) ===
===Routine Messages About Orders and Credit 194(1) ===
===Strategic Forces: Changing Technology: Making Voice Mail Messages Work for You 195(1) ===
===Your Turn 6-3: Electronic Cafe: Expressing Yourself Through a Personal Web Page 196(6)===
===Acknowledging Customer Orders 196(2) ===
===Providing Credit Information 198(1) ===
===Extending Credit 198(4) ===
===Your Turn 6-4: Assessment 202(1) ===
===Procedural Messages 202(1) ===
===Your Turn 6-5: Miscue 203(2) ===
===Showcase Part 3: JanSport Simplifies Routine Claims 205(1) ===
===Summary 206(1) ===
===Chapter Review 206(1) ===
===Check Your Communication: Good- and Neutral-News Messages 207(1) ===
===Activities 207(2) ===
===Applications 209(6) ===
===Case Analysis: Snoop Proof Your PC 215(1) ===
==Chapter 7. Delivering Bad-News Messages 216(42) ==
===Showcase Part 1: Sago Mine Tragedy Illustrates Difficulties in Sharing Bad News 217(1) ===
===Choosing an Appropriate Channel and Organizational Pattern 218(2) ===
===Channel Choice and Commitment to Tact 218(1) ===
===Use of the Inductive Approach to Build Goodwill 219(1) ===
===Your Turn 7-1: Miscue 220(2) ===
===Exceptions to the Inductive Approach 221(1) ===
===Your Turn 7-2: Electronic Cafe: Discussion Boards Accommodate Online Brainstorming 222(1) ===
===Developing a Bad-News Message 222(5) ===
===Writing the Introductory Paragraph 222(2) ===
===Presenting the Facts, Analysis, and Reasons 224(1) ===
===Writing the Bad-News Statement 224(3) ===
===Strategic Forces: Changing Technology: Assessing Template Letters Available with Word Processing Software 227(1) ===
===Offering a Counterproposal or ``Silver Lining Idea 226(1) ===
===Closing Positively 226(2) ===
===Your Turn 7-3: You're the Professional 228(2) ===
===Refusing a Request 230(1) ===
===Your Turn 7-4: Career Portfolio 231(1) ===
===Denying a Claim 232(2) ===
===Denying Credit 234(2) ===
===Delivering Constructive Criticism 236(1) ===
===Strategic Forces: Legal and Ethical Constraints: The Fair Credit Reporting Act 237(2) ===
===Communicating Negative Organizational News 239(2) ===
===Your Turn 7-5: Assessment 241(3) ===
===Showcase Part 2: Spotlight Communicator: Joe Manchin, Governor of West Virginia: Miscommunication Worse than Silence in Bad-News Situations 244(1) ===
===Showcase Part 3: Communication Lessons Learned from Crisis Situations 245(1) ===
===Summary 246(1) ===
===Chapter Review 247(1) ===
===Check Your Communication: Bad-News Messages 247(1) ===
===Activities 248(2) ===
===Applications 250(5) ===
===Case Analysis: Anonymity in Cyberspace 255(3) ===
==Chapter 8. Delivering Persuasive Messages 258(41) ==
===Showcase Part 1: FedEx Relies on the Persuasive Power of Brand Recognition 259(1) ===
===Persuasion Strategies 260(2) ===
===Plan Before You Write 260(2) ===
===Your Turn 8-1: Miscue 262(2) ===
===Use the Inductive Approach 262(1) ===
===Apply Sound Writing Principles 262(2) ===
===Strategic Forces: Legal and Ethical Constraints: Ethical Persuasion Is Good Business 264(1) ===
===Your Turn 8-2: Assessment 265(1) ===
===Sales Messages 265(11) ===
===Gaining Attention 265(2) ===
===Introducing the Product, Service, or Idea 267(2) ===
===Providing Convincing Evidence 269(3) ===
===Motivating Action 272(4) ===
===Your Turn 8-3: You're the Professional 276(1) ===
===Strategic Forces: Changing Technology: Email as a New Wave of Persuasive Communication 277(1) ===
===Your Turn 8-4: Electronic Cafe: Interactivity Is Web's Third Wave 278 
Persuasive Requests 276(5) ===
===Making a Claim 276(3) ===
===Asking a Favor 279(1) ===
===Requesting Information 280(1) ===
===Showcase Part 2: Spotlight Communicator: Rodger Marticke, Executive Vice President and Chief Operating Officer, FedEx Ground: FedEx Home Delivery Responds to Needs of Online Shoppers 281(3) ===
===Persuading within an Organization 282(2) ===
===Your Turn 8-5: Career Portfolio 284(2) ===
===Showcase Part 3: FedEx Uses AIDA Approach on the Web 286(1) ===
===Summary 287(1) ===
===Chapter Review 287(1) ===
===Check Your Communication: Persuasive Messages 288(1) ===
===Activities 289(1) ===
===Applications 290(6) ===
===Case Analysis: How to Get Off the Lists 296(1) ===
===Inside View Part 3: Cyberclerking at Lands' End 297(2) ===
=Part IV: COMMUNICATION THROUGH REPORTS AND BUSINESS PRESENTATIONS.=
==Chapter 9. Understanding the Report Process and Research Methods 300(36) ==
===Showcase Part 1: Research and Development Strategies Offer Revolutionary Best Seller for Apple 301(1) ===
===Characteristics of Reports 302(3) ===
===Types of Reports 302(2) ===
===Proposals 304(1) ===
===Your Turn 9-1: You're the Professional 305(1) ===
===Basis for Reports: The Problem-Solving Process 305(3) ===
===Recognizing and Defining the Problem 306(2) ===
===Your Turn 9-2: Miscue 308(3) ===
===Selecting a Method of Solution 309(2) ===
===Strategic Forces: Legal & Ethical Constraints: Internet Sources Vary: Caution Advised 311(6) ===
===Collecting and Organizing the Data 315(2) ===
===Your Turn: 9-3: Electronic Cafe: E-Research---An Expanding Internet Application 317(3) ===
===Your Turn 9-4: Career Portfolio 320(4) ===
===Your Turn 9-5: Assessment 324(1) ===
===Showcase Part 2: Spotlight Communicator: Allison Johnson, Vice President of World Wide Marketing Communications, Apple: Revolutionary Products Depend on Sound Market Research 325(4) ===
===Arriving at an Answer 326(3) ===
===Strategic Forces: Diversity Challenges: International Marketing Research 329(1) ===
===Showcase Part 3: Apple Researches Ways to Assure Consumer Safety 330(1) ===
===Summary 331(1) ===
===Chapter Review 331(1) ===
===Check Your Communication: Report Process and Research Methods 332(1) ===
===Activities 332(1) ===
===Applications 333(2) ===
===Case Analysis: Coping with Information Overload 335(1) ===
==Chapter 10. Managing Data and Using Graphics 336(30) ==
===Showcase Part 1: Yahoo! Creating Visual Appeal for Virtual Visitors 337(1) ===
===Communicating Quantitative Information 338(1) ===
===Using Graphics 339(1) ===
===Showcase Part 2: Spotlight Communicator: Farzad Nazem, Yahoo!'s Chief Technical Officer and Executive Vice President for Engineering and Site Operations: Less Can Be More in Graphic Appeal 340(1) ===
===Your Turn 10-1: Your're the Professional 341(2) ===
===Effective and Ethical Use of Graphics 341(1) ===
===Types of Graphic Aids 342(1) ===
===Strategic Forces: Legal and Ethical Constraints: Ethical Implications in Creating Graphs 343(1) ===
===Your Turn 10-2: Miscue 344(8) ===
===Strategic Forces: Changing Technology: Presentation Software and Graphic Design Principles 352(3) ===
===Your Turn 10-3: Electronic Cafe: Digital Collaboration Overcomes Geographical Barriers 355(1) ===
===Including Graphics in Text 356(1) ===
===Your Turn 10:4: Assessment 357(1) ===
===Pattern for Incorporating Graphics in Text 357(1) ===
===Positioning of Graphics in Text 357(1) ===
===Your Turn 10:5: Career Porfolio 358(1) ===
===Showcase Part 3: Visual Elements Make Yahoo! a Best-Known URL 359(1) ===
===Summary 360(1) ===
===Chapter Review 360(1) ===
===Activities 360(2) ===
===Applications 362(3) ===
===Case Analysis: Lying Statistics 365(1) ===
==Chapter 11. Organizing and Preparing Reports and Proposals 366(44) ==
===Showcase Part 1: Aflac Incorporated: Capitalizing on the Communication Power of the Annual Report 367(1) ===
===Parts of a Formal Report 368(5) ===
===Preliminary Parts 370(1) ===
===Report Text 370(2) ===
===Addenda 372(1) ===
===Organization of Formal Reports 373(1) ===
===Writing Convincing and Effective Reports 377 ===
===Your Turn 11-1: Electronic Cafe: Extranets---Internet's Cyberspace Cousins 374(7) ===
===Analyzing a Formal Report 380(1) ===
===Strategic Forces: Diversity Challenges: Disclosure in Annual Financial Reports of International Firms 381(1) ===
===Your Turn 11-2: Miscue 382(1) ===
===Short Reports 382(1) ===
===Showcase Part 2: Spotlight Communicator: Sid Cato, Contributing Editor, Chief Executive and author of the Official Annual Report Website: Promoting Annual Reports that Make the Grade 383(4) ===
===Memorandum, Email, and Letter Reports 384(1) ===
===Form Reports 384(3) ===
===Proposals 387(5) ===
===Your Turn: 11-3: Career Portfolio 392(1) ===
===Structure 392(1) ===
===Your Turn: 11-4: You're the Professional 393(2) ===
===Your Turn: 11-5: Assessment 395(3) ===
===Preparation 397(1) ===
===Strategic Forces: Team Environment: Collaborative Skills for Team Writing 398(1) ===
===Showcase Part 3: Aflac/Sid Cato: Capitalizing on the Communication Power of the Annual Report 399(1) ===
===Summary 400(1) ===
===Chapter Review 400(1) ===
===Check Your Communication: Formal Reports 401(1) ===
===Activities 402(1) ===
===Applications 403(5) ===
===Case Analysis: Cybertheft: It's a Big Deal 408(2) ===
==Chapter 12. Designing and Delivering Business Presentations 410(49) ==
===Showcase Part 1: Sun Microsystems: Technology Advancements Revolutionize Business Presentations 411(1) ===
===Planning an Effective Business Presentation 412(2) ===
===Identify Your Purpose 412(1) ===
===Know Your Audience 413(1) ===
===Organizing the Content 414(1) ===
===Your Turn 12-1: Miscue 415(4) ===
===Introduction 415(1) ===
===Body 416(2) ===
===Close 418(1) ===
===Designing Compelling Presentation Visuals 419(5) ===
===Types of Presentation Visuals 419(1) ===
===Design of Presentation Visuals 420(4) ===
===Strategic Forces: Changing Technology: Copyright Violations: A Presenter's Peril 424(3) ===
===Design Tips for Audience Handouts and Notes Pages 427(1) ===
===Refining Your Delivery 427(2) ===
===Delivery Method 428(1) ===
===Showcase Part 2: Spotlight Communicator: Scott McNealy, chairman of the board, Sun Microsystems: Don't Lose the Forest in the Trees 429(7) ===
===Vocal Qualities 430(3) ===
===Delivery Style 433(3) ===
===Your Turn 12-2: Career Portfolio 436(1) ===
===Adapting to Alternate Delivery Situations 437(2) ===
===Culturally Diverse Audiences 437(2) ===
===Strategic Forces: Diversity Challenges: Did I Make Myself Clear??? 439(1) ===
===Your Turn 12-3: You're the Professional 440(2) ===
===Team Presentations 440(2) ===
===Your Turn 12-4: Assessment 442(4) ===
===Distance Presentations 443(3) ===
===Your Turn 12-5: Electronic Cafe: Communicating through Secure Electronic Documents 446(1) ===
===Showcase Part 3: Sun Microsystems: Presenting to a Virtual Audience 447(1) 
Summary 448(1) ===
===Chapter Review 448(1) ===
===Check Your Communication: Presentation Skills 449(1) ===
===Activities 450(2) ===
===Applications 452(5) ===
===Case Analysis: Now About that Accent . . . 457(1) ===
===Inside View Part 4: Speech Jitters 458(1) ===
=Part V: COMMUNICATION FOR EMPLOYMENT.=
==Chapter 13. Preparing Resumes and Application Messages 460(52) ==
===Showcase Part 1: The Container Store: Hiring Well Results in Stable Employee Base 461(1)===
===Preparing for the Job Search 462(1) ===
===Gathering Essential Information 462(1) ===
===Your Turn 13-1: Electronic Cafe: Use of Time Speaks Volumes 463(5) ===
===Identifying Potential Career Opportunities 463(5) ===
===Planning a Targeted Resume 468(1) ===
===Your Turn 13-2: Assessment 469(1) ===
===Standard Parts of a Resume 469(1) ===
===Strategic Forces: Legal & Ethical Constraints: Inflated Resumes: High Price of Career Lies 470(1) ===
===Your Turn 13-3: Miscue 471(7) ===
===Qualifications 473(5) ===
===Strategic Forces: Diversity Challenges: Diversity Issues Affecting Employability 478(2) ===
===Appropriate Organizational Plan 479(1) ===
===Adapting Resumes for Alternate Presentation and Delivery Options 480(11) ===
===Preparing a Print (Designed) Resume 481(1) ===
===Preparing a Scannable Resume 482(7) ===
===Adapting to Varying Electronic Submission Requirements 489(2) ===
===Supplementing a Resume 491(2) ===
===Professional Portfolios 491(1) ===
===Employment Videos 492(1) ===
===Your Turn 13-4: Career Portfolio 493(1) ===
===Composing Application Messages 493(1) ===
===Showcase Part 2: Spotlight Communicator: Melissa Reiff, President, The Container Store: Open Employee Communication Fosters Superior Productivity 494(6) ===
===Persuasive Organization 495(4) ===
===General Writing Guidelines 499(1) ===
===Your Turn 13-5: You're the Professional 500(3) ===
===Finishing Touches 501(2) ===
===Showcase Part 3: The Container Store: Attracting Employees Through Creative Incentives 503(1) ===
===Summary 504(1) ===
===Chapter Review 504(1) ===
===Check Your Communication: Resumes and Application Messages 505(1) ===
===Activities 506(1) ===
===Applications 507(3) ===
===Case Analysis: Employment Market Undergoes Cyber Revolution 510(2) ===
==Chapter 14. Interviewing for a Job and Preparing Employment Messages 512 ==
===Showcase Part 1: GE: Do You Have What It Takes? 513(1) ===
===Understanding Types of Employment Interviews 514(2) ===
===Structured Interviews 514(1) ===
===Unstructured Interviews 514(1) ===
===Stress Interviews 515(1) ===
===Group Interviews 515(1) ===
===Virtual Interviews 515(1) ===
===Strategic Forces: Team Environment: The Team Interview: What to Expect When the Interviewer Turns Out to Be a Team 516(1) ===
===Your Turn 14-1: Electronic Cafe: Coping with Technology's Downside 517(1) ===
===Preparing for an Interview 518(2) ===
===Study the Company 518(1) ===
===Study Yourself 519(1) ===
===Plan Your Appearance 519(1) ===
===Your Turn 14-2: Miscue 520(1) ===
===Plan Your Time and Materials 520(1) ===
===Practice 520(1) ===
===Conducting a Successful Interview 521(1) ===
===The Opening Formalities 521(1) ===
===Your Turn 14-3: Assessment 522(5) ===
===The Information Exchange 522(5) ===
===Strategic Forces: Legal and Ethical Constraints: Handling Illegal Interview Questions 527(2) ===
===The Closing 528(1) ===
===Your Turn: 14-4: Career Portfolio 529(1) ===
===Preparing Other Employment Messages 529(2) ===
===Application Forms 529(1) ===
===Follow-Up Messages 530(1) ===
===Showcase Part 2: Spotlight Communicator: Deborah Elam, GE Vice President & Chief Diversity Officer: Strength in the Diversity Mix 531(1) ===
===Your Turn 14-5: You're the Professional 532(4) ===
===Thank-You Messages 530(3) ===
===Job-Acceptance Messages 533(1) ===
===Job-Refusal Messages 533(1) ===
===Resignations 534(2) ===
===Showcase Part 3: GE Earns Admiration and Applicants 536(1) ===
===Summary 537(1) ===
===Chapter Review 537(1) ===
===Check Your Communication: Interviews and Employment Messages 538(1) ===
===Activities 539(1) ===
===Applications 539(3) ===
===Case Analysis: To Tell or Not to Tell: The Implications of Disclosing Potentially Damaging Information in an Employment Reference 542(1) ===
===Inside View Part 5: The Job Interview 543 ===
=Appendix A: Document Format and Layout Guide.=
==Document Format and Layout Guide 2 ==
===Document Appearance 2(1) ===
===Letter and Punctuation Styles 3(6) ===
===Envelopes 9(2) ===
===Memorandum Formats 11(1) ===
===Email Format 12(1) ===
===Formal Report Format 13===
=Appendix B: Referencing Styles.=
==Referencing Styles 1(1) ==
===In-Text Parenthetical Citations 1(1) ===
===References 2 ===
===Electronic Citation Methods===
=Appendix C: Language Review and Exercises.=
==Language Review and Exercises 1(1)==
===Grammar 1(1) ===
===Sentence Structure 1(2) ===
===Pronoun Reference 3(1) ===
===Pronoun Case 4(1) ===
===Verb Agreement 5(1) ===
===Verb Tense and Mood 6(1) ===
===Verb Voice 6(1) ===
===Adjectives and Adverbs 7(1) ===
==Punctuation 8(1) ==
===Commas 8(1) ===
===Semicolons and Colons 9(2) ===
===Apostrophes 11(1) ===
===Hyphens 11(1) ===
===Quotation Marks and Italics 12(1) ===
===Dashes, Parentheses, and Periods 13(1) ===
==Number Usage 14(1) ==
==Capitalization 15(2) ==
==Words Frequently Misused 17 ==
=Appendix D=
==Grading Symbols and Proofreaders' Marks==
===Content===
===Organization===
===Style===
===Format===
===Mechanics===
=r. References 1(1) =
=i. Index 1 =