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