College English and Business Communication

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Table of Contents

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Unit One: Introduction to Communication

Chapter 1: Communicating in Everyday Life

Section 1.1 Elements of Communication

Section 1.2 The Communication Skills: Listening, Speaking, Reading, and Writing

Section 1.3 Communicating in the Business Environment

Chapter 2: Interpreting Communication

Section 2.1 The Basics of Nonverbal Communication

Section 2.2 Learning the Basics of Listening

Section 2.3 Listening in Casual and Business Settings

Section 2.4 Reading Business Documents

Chapter 3: Communicating Globally

Section 3.1 Domestic and International Communication

Section 3.2 Ethics and Professional Courtesy in Business Communication

Section 3.3 Nondiscriminatory Language

Unit Two: Developing Language Skills

Chapter 4: Exploring Language Elements

Section 4.1 The Parts of Speech

Section 4.2 The Sentence

Section 4.3 Verbs

Section 4.4 Predicate Agreement

Chapter 5: Mastering Nouns and Pronouns

Section 5.1 Nouns: Plural Forms

Section 5.2 Nouns and Pronouns: Possessive Forms

Section 5.3 Pronouns: Nominative and Objective Forms

Chapter 6: Expanding Language Skills

Section 6.1 Conjunctions

Section 6.2 Prepositions

Section 6.3 Adjectives

Section 6.4 Adverbs

Unit Three: Developing Writing Skills

Chapter 7: Applying the Mechanics of Style

Section 7.1 Sentence Enders

Section 7.2 Commas

Section 7.3 Semicolons, Colons, and Dashes

Section 7.4 Quotation Marks, Parentheses, and Apostrophes

Chapter 8: Sharpening Writing Skills

Section 8.1 Using Words Effectively

Section 8.2 Mastering Spelling Techniques

Section 8.3 Structuring Phrases and Clauses

Section 8.4 Writing Effective Sentences

Section 8.5 Building Effective Paragraphs

Section 8.6 Revising, Editing, and Proofreading

Unit Four: Applying Communication Skills

Chapter 9: Writing E-mails, Memos, and Letters

Section 9.1 Planning and Organizing Messages

Section 9.2 Writing E-mails and Memos

Section 9.3 Formatting Business Letters

Section 9.4 Informing and Requesting

Section 9.5 Responding to Requests

Chapter 10: Writing Specific Communications

Section 10.1 Persuasive Communication

Section 10.2 Claim and Adjustment Messages

Section 10.3 Public Relations Letters

Section 10.4 Social-Business Communications

Section 10.5 Form Paragraphs, Form Letters, and Templates

Chapter 11: Preparing and Writing Reports

Section 11.1 Technology and Reports

Section 11.2 Writing Informal Reports

Section 11.3 Writing Formal Reports

Section 11.4 Keeping Meeting Records

Section 11.5 Preparing News Releases

Unit Five: Communicating in a Business Environment

Chapter 12: Working with Technology

Section 12.1 The Role of Technology in Communication

Section 12.2 Using Technology to Communicate

Section 12.3 Communicating with the World

Section 12.4 Communication Technology at Work

Chapter 13: Communicating With Customers

Section 13.1 The Importance of Good Customer Service

Section 13.2 Maintaining Good Customer Service

Section 13.3 Improving Contact with Customers

Section 13.4 Responding to Customer-Service Needs

Chapter 14: Developing Presentation Skills

Section 14.1 Basics of Oral Communication

Section 14.2 Communicating in Groups, Teams, and Meetings

Section 14.3 Formal and Informal Presentations

Section 14.4 Using Visual Aids and Technology

Unit Six: Searching for Jobs and Writing Resumes

Chapter 15: Searching for Jobs

Section 15.1 Job Search Skills

Section 15.2 Resumes—Chronological, Functional, Combination, and Scannable

Section 15.3 Application Letter and Application Form

Section 15.4 Employment Portfolio

Chapter 16: Interviewing and Employment Issues

Section 16.1 Preparing for the Interview

Section 16.2 Interviews and Interview Questions

Section 16.3 Communication Skills During the Interview

Section 16.4 After the Interview

Section 16.5 Requesting and Promotion or Compensation Increase

Section 16.6 Keeping and Leaving Positions