Communicating for Results

Dedication
Detailed Contents
Author Preface and Acknowledgements
Publisher's Preface and Reviewer Acknowledgements
1. Getting the Message Across
2. Getting Started: Planning and Writing Business
3. Business Style: Word Choice, Conciseness, and Tone
4. Business Style: Sentences and Paragraphs
5. Memorandums, E-mail, and Routine Messages
6. Routine and Goodwill Messages
7. Delivering Unfavourable News
8. Persuasive Messages
9. Communicating for Employment
10. Informal Reports
11. Proposals and Formal Reports
12. Oral Communication
Appendix A: Business Usage - A Style and Mechanics Guide
Appendix B: Grammar Handbook
Index

Companion Website includes:
For Instructors*:
NEW! Instructor's Manual: chapter overviews, learning objectives, chapter summaries, key concepts (5 per chapter) with examples, suggestions for discussion and debate, suggestions for additional reading (journal articles, books, websites, media), homework assignments (5 per chapter)
NEW! Online Case Study Workbook: 12 case studies in all, including general scenarios related to business communication plus specialized situations related to travel & tourism, or hospitality. One third of cases will be tied to industry and all are accompanied by 5+ short answer questions. An answer key with general guidelines for an effective answer will be paired with these questions.
NEW! PowerPoint Slides
NEW! Test Generator: 40+ multiple choice questions per chapter, 15+ short answer questions per chapter
NEW! Test Bank: Multiple choice, true and false, and short answer questions, with an answer key, as well as a practice exam
NEW! Complete Answer Key: complete answer key to all exercises contained in the textbook.
*Companion website for instructors also includes web links, CMS documentation guidelines, and annotated business plan available on student site (details below)
For Students:
NEW! Online Student Study Guide: chapter summaries, learning objectives, key concepts with page references to the textbook
NEW! Online Interactive Student Quizzes: 10-15 multiple choice questions per chapter, 2-5 short answer questions per chapter, practice midterm (with answer key directing students to appropriate chapter), practice final exam (with answer key directing students to appropriate chapter)
NEW! Web Links: Comprehensive data base of relevant links to blogging and microblogging, wikis, social media, text messaging, and technology in the workplace with additional exercises ensures that students are well-equipped to navigate an increasingly electronic business world
NEW! Grammar and Spelling Diagnostic Websites
NEW! Chicago Manual of Style Documentation Guidelines
NEW! Additional web resources and online directory of business resources
NEW! Annotated Business Plan: A comprehensive introduction to business plans along with a sample of an annotated business proposal; a sample transmittal letter; a sample business plan; financial statements; and relevant web links are excellent references for instructors and students

Carolyn Meyer is an assistant professor in Ryerson University's Department of Professional Communication. Outside Ryerson she has taught English and professional communication at the University of Toronto, Seneca College, George Brown College, and Mount Allison University. She has also presented a range of courses and onsite workshops in professional communication at the University of Toronto's School of Continuing Studies and is the recipient of an Excellence in Teaching Award from the University of Toronto.

Special Features

• 100% Canadian. Written by a Canadian author and featuring Canadian content, usage, and approaches to business practice, this indigenous text is relevant to students in this country.
• Class-tested. Used in classrooms throughout the country this text has been proven effective in teaching students to become successful communicators.
• Real-life reports and examples. An abundance of annotated documents from the files of actual business correspondence-featuring formal and informal reports, proposals, memos, emails, good and bad news messages, and more-offer students solid examples of effective communication and instructions on how to apply the demonstrated principles to their own work.
• Skills-based approach. Using full-text models, quick-reference guides, and checklists, the text encourages hands-on participation to build skills while offering tips for simplifying the writing process, banishing writer's block, and easing fears about public speaking.
• Practical case studies. Detailed, life-like situations-such as Announcing Bad News to Customers-reflect the reality of today's work environment and follow-up questions give students an opportunity to practice within an authentic framework.
• Writing improvement exercises related to the key concepts of each chapter give students many opportunities to apply communication strategies to realistic business situations.
• Online activities. Examples, information, and exercises from reliable Internet sources prompt students to observe and consider how the businesses communicate online.
• Suggestions for discussion and workshops. Students are encouraged to brainstorm and be creative through collaborative work exercises-such as a discussion on facing public speaking fears.
• Quick-reference checklists. Writing and review checklists summarize key points and outline the essential steps necessary to achieve effective communication.
• Style and Grammar guides. Appendices on the principles of style in business communication (Appendix A) and a grammar handbook (Appendix B) are accessible resources included to help students be clear and accurate in their writing.
• Critical thinking. Emphasis on thinking critically about communication-rather than relying on rigid formulas-equips students with flexible skills that they can apply to any situation.
• Broad scope. Communication theory, global and intercultural communication, ethical workplace communication, and collaborative communication are covered, helping students understand why certain ways of communicating are preferred.
• Technology in the workplace. Guides to voice mail, Internet-assisted job searches, electronic resumés, PowerPoint, and email composition prepare students for communication in the modern workplace.

• NEW! Brand new introductory chapter discusses changing trends in the workplace, including coverage of communication contexts, social media and Web 2.0 technologies, trends in communication research, cultural differences in communication techniques, and strategies for safeguarding personal and sensitive information, ensuring students are well-equipped to compete in the globalized workplace.
• NEW! Inclusion of more sample documents, emails, reports, and letters. Full-text samples from 1/e CD are now provided directly in the text, offering students more examples than ever.
• NEW! Expanded coverage of report-writing includes full-text samples of incidental reports, job-completion reports, and problem investigation reports.
• NEW! Expanded coverage of letter-writing (Ch. 6) includes new sections on confirming a contract or arrangement and how to write an instructional letter or memo.
• NEW! Current documentation coverage. Updated coverage of MLA and APA reflecting 2009 guidelines.
• NEW! Updated coverage of grammar (Ch. 4) helps students produce error-free writing.
• NEW! Dazzling full-colour design and 12 new chapter-opening photos pique student interest, helping them engage with the material.