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Communication At Work, 4th Edition

By Mary Finlay, Christine Frank
Instructional Resources
Digital teaching aids may be available for this title. All instructor requests are reviewed by our team before the files are made accessible.
Soft Cover
420 pages
ISBN-10: 0176407030
ISBN-13: 9780176407032
Publisher: Top Hat
Edition: 4th

A textbook, workbook, and handbook in one! Communication at Work is a practical text loaded with examples and templates designed to help students apply the communication skills acquired in school, at work, and in their personal lives to speaking and writing situations they are likely to encounter in their careers after graduation. Examples drawn from likely workplace situations representing a wide range of employment areas encourages students to discover and analyze what they already know about effective communication and provides concrete steps for approaching new situations. Students will appreciate the practical focus and section on applying effective communication skills to finding employment.

Features

  • *NEW* Written in clear, accessible language, Finlay/Frank draws examples from likely workplace situations representing a wide range of employment areas.
  • *NEW* A workbook format allows students to write answers directly in the spaces provided while answers to these exercises appear at the end of each chapter to provide instant feedback.
  • *NEW* Sections on research strategies have been significantly expanded to include examples of APA and MLA documentation, the use of primary and secondary resources in formal reports, and the Internet as a reference source.
  • *NEW* New icons helps students clearly distinguish between "poor" and "improved" examples.
  • *NEW* Three chapters devoted to the job search equip students with the necessary skills to locate and apply for jobs, write effective resumes, and conduct successful interviews.
  • *NEW* End of chapter review tests with answers promote self-study and reinforcement of key concepts, encouraging students that they are on the right track.
  • *NEW* End of chapter exercises can be worked on in small groups, used as examples in the classroom, or assigned for independent study. Answers appear in the Instructor Manual.
  • *NEW* InfoTrac, a database that catalogues more than 600 periodicals and journals in an easy to navigate format, is bundled free with every new text.
  • *NEW* A free Instructor Manual (0-17-625165-0) includes suggested classroom activities, answers to in-text exercises, and transparency masters.
  • *NEW* Step-by-step instructions show students precisely how to tackle specific workplace documents, such as the informal report.
  • *NEW* Numerous sample documents are provided as examples which students can emulate in their professional lives.
  • *NEW* Frequent examples and figures help illustrate concepts while dialogues, scenarios, and cases present realistic work situations.
  • *NEW* Newly added "ESL Tips" provide extra assistance for students who are not native English speakers.
  • *NEW* Inclusion of the Employability Skills Profile highlights the critical skills required of the Canadian work force as identified by The Conference Board of Canada.
  • *NEW* Updated to reflect new workplace technologies, specifically email as a primary means of communications, using the Internet for research, presentation software, teleconferencing, and videoconferencing,
  • *NEW* Sections on oral communication skills have been integrated into each chapter and a dedicated chapter on the topic discusses oral presentations, working in groups, meetings, and teleconferencing.
  • *NEW* A mini handbook of grammar and usage is included as an Appendix for those students that need extra reinforcement, instruction, or desire a quick reference.

Table of Contents

  • Employability Skills Profile xiii
  • PART ONE: INTRODUCTION TO COMMUNICATION
  • Chapter One - The Communication Process
  • Chapter Objectives
  • Introduction: Three Parts of the Communication Process
  • Identifying Your Purpose
  • Identifying Your Audience
  • Selecting the Appropriate Medium
  • Nonverbal Messages
  • Eliminating Communication Barriers
  • Chapter Review/Self-Test
  • Exercises
  • Chapter Two - Style in Business Communication
  • Chapter Objectives
  • Introduction
  • Writing for Clarity
  • Clarity in Oral Communication
  • Tone
  • Tone in Oral Communication
  • Answers to Chapter Questions
  • Chapter Review/Self-Test
  • Exercises
  • PART TWO: COMMUNICATING STYLES
  • Chapter Three - Presenting Written Messages
  • Chapter Objectives
  • Introduction
  • Letter Presentation
  • Memorandum Presentation
  • E-Mail Presentation
  • Facsimile Message Presentation
  • Chapter Review/Self-Test
  • Exercises
  • Chapter Four - Routine Messages
  • Chapter Objectives
  • Introduction
  • Making a Routine Request
  • Placing an Order
  • Routine Replies
  • Oral Communication
  • Answers to Chapter Questions
  • Chapter Review/Self-Test
  • Exercises
  • Chapter Five - Good News: The Direct Approach
  • Chapter Objectives
  • Introduction
  • Writing Good News Messages
  • Responding to Complaints or Problems
  • Delivering Good News Orally
  • Answers to Chapter Questions
  • Chapter Review/Self-Test
  • Exercises
  • Chapter Six - Bad News: The Indirect Approach
  • Chapter Objectives
  • Introduction
  • Writing Bad News Messages
  • Responding to Complaints or Problems
  • Delivering Bad News Orally
  • Chapter Review/Self-Test
  • Exercises
  • Chapter Seven - Persuasive Messages
  • Chapter Objectives
  • Introduction
  • Elements of Persuasion
  • The AIDA Sequence
  • Sales Messages
  • Special Requests
  • Making a Complaint
  • Supervisory Communication
  • Persuasion in Oral Communication
  • Chapter Review/Self-Test
  • Exercises
  • Chapter Eight - Oral Communication within the Organization
  • Chapter Objectives
  • Introduction: The Importance of Oral Communication
  • Delivering Effective Oral Presentations
  • Meeting and Working in Small Groups
  • Technological Communication
  • Answers to Chapter Questions
  • Chapter Review/Self-Test
  • Exercises
  • PART THREE: THE JOB SEARCH
  • Chapter Nine - Resumes
  • Chapter Objectives
  • Introduction
  • Pre-Resume Analysis
  • Preparing a Resume
  • Electronic Resumes
  • Chapter Review/Self-Test
  • Exercises
  • Chapter Ten - Locating and Applying for Jobs
  • Chapter Objectives
  • Introduction
  • Researching the Job Market
  • Writing an Unsolicited Letter of Application
  • Answering a Job Advertisement
  • Application Forms
  • Oral Communication: Replying to a Job Posting by Telephone
  • Chapter Review/Self-Test
  • Exercises
  • Chapter Eleven - Interviews
  • Chapter Objectives
  • Introduction
  • Preparing for the Interview
  • At the Interview
  • Follow-up to Interviews
  • Learning from the Interview
  • Standardized Tests
  • Chapter Review/Self-Test
  • Exercises
  • PART FOUR : THE REPORT
  • Chapter Twelve - Researching the Report
  • Chapter Objectives
  • Introduction: What Is Research?
  • Being Sure of Your Purpose
  • Facts, Opinions, and Logical Conclusions
  • Primary and Secondary Research
  • Primary Research: Designing Questionnaires
  • Primary Research: Personal and Telephone Interviews
  • Secondary Research
  • Recording and Using Information from Sources
  • Documentation of Sources
  • Answers to Chapter Questions
  • Chapter Review/Self-Test
  • Exercises
  • Chapter Thirteen - Planning the Informal Report
  • Chapter Objectives
  • Introduction: What Is a Report?
  • Report Formats
  • Planning and Writing Informal Informational Reports
  • Printed Report Forms
  • Planning and Writing an Analytical Report
  • Persuasive Reports
  • Chapter Review/Self-Test
  • Exercises
  • Chapter Fourteen - Presenting the Formal Report
  • Chapter Objectives
  • Introduction: The Importance of Presentation
  • Structure of a Formal Report
  • Graphic Elements of Reports
  • Final Editing
  • Chapter Review/Self-Test
  • Exercises
  • APPENDIX: HANDBOOK OF GRAMMARE AND USAGE
  • Introduction
  • Recognizable Patterns
  • Units in Grammar
  • Guidelines for Usage
  • Guidelines for Punctuation
  • Guidelines for Spelling, Handling Numbers, and Capitalizing
  • INDEX

Author Information

Mary Finlay

Mary Finlay has taught at Seneca College since 1978 and currently teaches Business Communication, College English, and Literature.

Christine Frank

Christine teaches at Georgian College and has recently completed her PhD in Computer Applications in Education.