Includes index.

Unit 1Chapter 1: Setting the Stage for Effective CommunicationChapter 2: Choosing the Right WordsChapter 3: Developing Sentences and ParagraphsUnit 2Chapter 4: Developing Listening and Speaking SkillsChapter 5: Planning and Organizing Business MessagesChapter 6: Using Technology to Improve CommunicationChapter 7: Formatting Business MessagesUnit 3Chapter 8: Goodwill Principles and Goodwill MessagesChapter 9: Messages for Inquiries and RequestsChapter 10: Claim and Adjustment MessagesChapter 11: Persuasive MessagesChapter 12: Order, Credit, and Collection MessagesUnit 4Chapter 13: Developing Memos and Memo ReportsChapter 14: Creating Press Releases, Newsletters, and Letters to Public OfficialsChapter 15: Constructing and Presenting ReportsChapter 16: Preparing Meeting CommunicationsUnit 5 Chapter 17: Conducting the Job SearchChapter 18: Selling Yourself to Employers

Business Communications at Work, 3e is a very practical, hands-on text-workbook to help students learn to use the types of communication that they are most apt to experience on the job. The book is full of examples of letters, memos, and correspondence designed to demonstrate the application of the principles covered in the book. A Web site for this book provides supplemental learning exercises. Although the main focus of the book is written communication, a chapter on listening and making a presentation is now included. Each chapter of the book is an independent unit that allows the teacher the flexibility of covering most chapters in any order. This flexibility allows the teacher to customize the course to meet the needs of individual classes. Many chapters are easily broken into units so teachers can cover just the units they want.