Business communication at work / Marilyn L. Satterwhite, Judith Olson-Sutton.

Table of Contents

PART 1: THE PROCESS AND CHALLENGE OF BUSINESS COMMUNICATION

CHAPTER 1: Setting the stage for effective communication
The importance of business communication skills
The changing business environment
Using business communication at work
Principles of written communication

CHAPTER 2: CHOOSING THE RIGHT WORDS
The writing process
The meaning of words
Proper words choices

CHAPTER 3: DEVELOPING SENTENCES AND PARAGRAPHS
Writing sentences and paragraphs
Sentence structures
Constructing sentences
Developing and arranging paragraphs

PART 2 BASICS FOR COMMUNICATING EFFECTIVELY
CHAPTER 4: PROMOTING GOODWILL
Projecting a positive tone
Promoting a service attitude

CHAPTER 5: PLANNING AND ORGANIZING BUSINESS MESSAGES
Oral and written communications
Planning for effective communications

CHAPTER 6: USING TECHNOLOGY TO CAPTURE AND REFINE IDEAS
Types of computers and computer accessories
Organizing idea using technology
Using equipment to enhance writing and recognition

CHAPTER 7 FORMATTING BUSINESS MESSAGES
Formatting memos
Other types of internal messages
Formatting letters

PART 3: EFFECTIVE MESSAGES
CHAPTER 8 WRITING GOODWILL MESSAGES
Promoting goodwill
Writing thank you messages
Writing messages of congratulations
Writing letters that invite announcement, or welcome
Writing get well wishes and sympathy letters
Etc.

CHAPTER 9: WRITING MESSAGES FOR INQUIRIES AND REQUESTS
Handling routine correspondence
Preparing routine communications
Writing inquires and requests
Writing replies to inquiries and requests
Writing form replies to inquiries
Etc.

CHAPTER 10: WRITING CLAIM AND ADJUSTMENT MESSAGES
Claim letters
Adjustment letters
CHAPTER 11: WRITING PERSUASIVE MESSAGES
Writing to public officials and the media
Writing persuasive requests
Writing sales letters

CHAPTER 12: WRITING ORDERS, CREDIT, AND COLLECTION MESSAGES
Sending order messages
Acknowledging order messages
Writing order acknowledgement letters
Writing credit letters
Wiring collection messages

PART 4: REPORTS AND MEDIA COMMUNICATIONS
CHAPTER 13: DEVELOPING MEMOS AND MEMO REPORTS
Using internal communications
Writing routine memos
Writing routine reports

CHAPTER 14 CREATING PRESS RELEASES AND NEWSLETTERS
Writing press releases
Writing newsletters

CHAPTER 15: CONSTRUCTING AND PRESENTING REPORTS
Approaches to writing reports
Organizational patterns for reports
Guidelines for writing reports
Writing letter reports
Writing formal reports
Etc.

CHAPTER 16 PREPARING MEETING COMMUNICATIONS
Types of meetings
Preparing meeting notices
Meeting agenda
Etc.

PART 5 EMPLOYMENT COMMUNICATION
CHAPTER 17 CONDUCTING THE JOB SEARCH
Starting the employment process
Conducting a job search
Preparing a resume
Etc.

CHAPTER 18 SELLING YOURSELF TO EMPLOYERS
Prepping a cover letter
Guidelines for writing an effective cover letter
Interviewing
Etc.

Includes index: Varying pages