Essentials of Business Communications for English Language ...



Essentials of Business Communications for English Language Learners

Canadian Edition

Learning Objectives

Chapter 1

1. Understand the importance of becoming an effective business communicator

in today’s changing workplace.

2. Examine the process of communication.

3. Discuss how to become an effective listener.

4. Analyze nonverbal communication and explain techniques for improving nonverbal communication skills.

5. Explain how culture affects communication and describe methods for

improving cross-cultural communication.

6. Identify specific techniques that improve effective communication

among various workplace audiences.

7. Becoming an Effective Business Communicator

Chapter 2

1. Understand that business writing should be audience oriented, purposeful,

and economical.

2. Identify and use the three phases of the writing process.

3. Appreciate the importance of analyzing the task and the audience for

business messages.

4. Create messages that use audience benefits and cultivate a “you” view.

5. Use positive as well as inclusive language.

6. List five ways in which technology helps improve business writing.

Chapter 3

1. Contrast formal and informal methods of researching data and generating

ideas for messages.

2. Specify how to organize information into outlines.

3. Compare direct and indirect patterns for organizing ideas.

4. Distinguish components of complete and effective sentences.

5. Emphasize important ideas and de-emphasize unimportant ones.

6. Use active voice, passive voice, and parallelism effectively in messages.

7. Develop sentence unity by avoiding imprecise writing, mixed constructions,

and misplaced modifiers.

8. Identify strategies for achieving paragraph coherence and composing

the first draft of a message.

Chapter 4

1. Understand the third part of the writing process, revision.

2. Revise messages to achieve concise wording by eliminating long

lead-ins.

3. Revise messages to eliminate redundancies.

4. Revise messages to use jargon sparingly and avoid slang and clichés.

5. Revise messages to include concrete nouns and vivid adjectives.

6. Describe effective techniques for proofreading routine and complex

documents.

Chapter 5

1. Explain the importance of communication within an organization (internal).

2. Analyze the writing process of e-mails and memos.

3. Describe how to use e-mail effectively and safely.

4. Explain and demonstrate a writing plan for e-mails and memos.

5. Demonstrate several ways to use listing techniques and graphic highlighting.

6. Write e-mails and memos that inform.

7. Write e-mails and memos that request.

8. Write e-mails and memos that respond.

Chapter 6

1. Write letters requesting information and action.

2. Write letters making claims.

3. Write letters complying with requests.

4. Write letters granting claims.

5. Write letters of recommendation.

6. Write goodwill messages.

Chapter 7

1. Use the indirect strategy to persuade.

2. Write convincing claim request letters.

3. Request favours persuasively.

4. Present new ideas in persuasive memos.

5. Analyze techniques used in sales letters.

6. Compose carefully planned sales letters.

Chapter 8

1. Describe a plan for resolving business problems.

2. List the four parts of an indirect bad-news message.

3. Learn various strategies for writing indirect negative messages.

4. Know the difference between the direct and the indirect pattern for business messages.

5. Apply the indirect pattern in refusing requests, refusing claims, and announcing bad news to customers and employees.

6. Identify situations in which the direct pattern is appropriate for breaking bad news.

7. Explain when the indirect strategy may be unethical.

Chapter 9

1. Define a report project and gather data.

2. Organize report data using effective headings.

3. Identify four kinds of informal reports and four report formats.

4. Present data objectively.

5. Write information and progress reports.

6. Write justification, recommendation, and feasibility reports.

7. Write summary reports and meeting minutes.

Chapter 10

1. Understand how to improve face-to-face workplace communication

including using your voice as a communication tool.

2. Specify procedures for positive workplace relations through conversation.

3. Review techniques for offering constructive criticism on the job, responding professionally to workplace criticism, and resolving workplace conflicts.

4. Identify ways to polish professional telephone skills, including traditional

phones and cell phones.

5. List techniques for making the best use of voice mail.

Chapter 11

1. Prepare for employment by knowing what strengths you have, choosing a career path, and studying traditional and electronic job search techniques.

2. Learn the differences between chronological, functional, and combination

résumés.

3. Organize the parts of a résumé to produce a persuasive product.

4. Identify techniques that prepare a résumé for computer scanning, faxing, and e-mailing.

5. Write a persuasive cover letter to accompany your résumé.

Chapter 12

1. Find information about specific companies.

2. Explain how to prepare for employment interviews.

3. Recognize how to control nonverbal messages and how to fight interview fears.

4. Be prepared to answer most common interview questions and know how to close an interview.

5. Itemize topics and behaviours to avoid in interviews.

6. Write follow-up letters and other employment messages.

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