Table
of Contents
Course
Learning Objectives. vi
Chapter 1 Communication
as a Process. 1
Learning
Objectives. 1
The
Communication Process. 1
Some
Behavioral Concepts. 4
Hierarchy
of Communication Levels. 5
Summary. 5
Chapter
1 Review Questions. 7
Chapter 2 Choosing
Appropriate Words. 9
Learning
Objectives. 9
Kinesic
Communications. 9
Metacommunications. 10
Use
Simple Words. 12
Use
Sincere Words. 12
Use
Words Concisely. 15
Summary. 17
Chapter
2 Review Questions. 18
Chapter 3 Writing
Effective Sentences. 19
Learning
Objectives. 19
Simple,
Complex, or Compound. 19
Positive
or Negative Sentences. 20
Indicative,
Imperative, or Subjunctive. 21
Active
or Passive. 22
Abstract
or Concrete. 23
Specific
or General 24
Unequivocal
or Weasel 24
Subject-Verb-Object 25
Short
or Long. 25
Emphasis. 26
Parallel
Construction. 26
Dangling
Participial Phrase. 27
Summary. 27
Chapter
3 Review Questions. 29
Chapter 4 Writing
Paragraphs and Compositions. 31
Learning
Objectives. 31
Paragraphs. 31
Compositions. 34
Summary. 37
Chapter
4 Review Questions. 39
Chapter 5 Planning Messages for Reader Reaction. 40
Learning
Objectives. 40
Deductive
Letters. 41
Inductive
Letters. 43
Summary. 46
Chapter
5 Review Questions. 47
Chapter 6 Writing About the Routine and the Pleasant 48
Learning
Objectives. 48
Claim
Letters. 48
Credit
Letters. 51
Request
Letters. 56
Summary. 57
Chapter
6 Review Questions. 59
Chapter 7 Writing About the Unpleasant 61
Learning
Objectives. 61
Adjustment
Refusals. 63
Credit
Refusals. 65
Order
Refusals. 68
Favor
Refusals. 69
Summary. 70
Chapter
7 Review Questions. 72
Chapter 8 Writing to Persuade. 73
Learning
Objectives. 73
Before
the Writing. 74
During
the Writing. 76
After
the Writing. 81
Persuading
to Pay. 85
Summary. 91
Chapter
8 Review Questions. 93
Chapter 9 Writing Special Letters. 95
Learning
Objectives. 95
Summary. 101
Chapter
9 Review Questions. 102
Chapter 10 Preparing Personal Resumes. 103
Learning
Objectives. 103
Be a
Person Who Deserves a Job. 103
Conducting
a Successful Job Search. 104
Prepare
a Resume. 109
Summary. 117
Chapter
10 Review Questions. 120
Chapter 11 Writing Application Letters. 122
Learning
Objectives. 122
Summary. 134
Chapter
11 Review Questions. 135
Chapter 12 Business Reports and Research Methods. 136
Learning
Objectives. 136
The
Nature of Business Reports. 136
Sources
of Information. 142
Summary. 142
Chapter
12 Review Questions. 144
Chapter 13 Organizing Reports. 145
Learning
Objectives. 145
The
Report Outlining Process. 145
Summary. 155
Chapter
13 Review Questions. 157
Chapter 14 Using Graphics in Reports. 158
Learning
Objectives. 158
Using
Charts. 160
Using
Other Graphic Techniques. 163
Summary. 165
Chapter
14 Review Questions. 167
Chapter 15 Writing the Report 168
Learning
Objectives. 168
Using
Impersonal Style. 168
Business
Plans. 175
Summary. 176
Chapter
15 Review Questions. 178
Chapter 16 Finishing the Report 179
Learning
Objectives. 179
Using
Objectivity. 179
Using
Documentation. 181
Summary. 186
Chapter
16 Review Questions. 187
Chapter 17 Preparing Memorandums and Short Reports. 188
Learning
Objectives. 188
Characteristics
of Internal Reports. 188
Writing
Methods. 189
Summary. 190
Chapter
17 Review Questions. 192
Chapter 18 Listening and Making Oral Presentations. 193
Learning
Objectives. 193
Detrimental
Listening Habits. 193
Effective
Listening Suggestions. 195
Speaking
Styles. 196
Making
an Oral Report 198
Summary. 199
Chapter
18 Review Questions. 201
Chapter 19 Technology in Business Communication. 202
Learning
Objectives. 202
Internet
and Telecommunication Services. 203
Sharing
Electronic Information. 204
Chapter
19 Review Questions. 211
Review Question Answers. 212
Appendix. 250
How
to write a Press Release. 250
Glossary. 253
Index. 256
CPE
Exam Answer Sheet 257
Final Examination. 259
CPASelfstudy.com Course Evaluation. 271