Wiley Pathways Business Communication

Part I: Foundations of Business Communication 1

1 Understanding Business Communication 1

2 Mastering Communication Skills 29

3 Effective Conflict Resolution 59

Part II: The Writing Process 100

4 Writing for Business Audiences 100

5 Writing and Revising Business Communications 121

Part III: Letters, Memos, E-Mail, and Other Brief Messages 143

6 Managing Memos and E-Mail 143

7 Writing Positive Business Letters 162

8 Writing Negative Messages 189

9 Writing Persuasively 209

Part IV: Developing Speaking Skills 231

10 Spoken Communication 231

11 Giving Speeches and Oral Presentations 257

Part V: Reports and Proposals 285

12 Writing Business Reports 285

13 Writing Business Proposals 308

Part VI: Employment Messages 337

14 Writing Resumes and Job Letters 337

15 Interviewing for Employment 361

Appendix A 385

Appendix B 391

Appendix C 411

Glossary 423

Index 431