Lesikar's Business Communication - GBV

Lesikar's Business Communication CONNECTING IH A DIGITAL WORLD TWELFTH EDITION

Kathryn Rentz UNIVERSITY OF CINCINNATI

Marie E. Flatley SAN DIEGO STATE UNIVERSITY

Paula Lentz UNIVERSITY OF WISCONSIN-EAU CLAIRE

McGraw-Hill Irwin

Preface v

Fundamentals of Business Writing 23 Introduction l chapter one Communication in the Workplace 2 The Role of Communication in Business 3 The Importance of Communication Skills to You 3 Communication Matters: What Business Professionals Say about Communication 4

Why Business Depends upon Communication 4 Communication Matters: Peter Drucker on the Importance of Communication in Business 5

chapter two Adaptation and the Selection of Words 24 Introductory Situation: Choosing Words That Communicate 2 5

The Importance of Adaptation 25 Adaptation Illustrated 25 Adapting to Multiple Readers 26 Suggestions for Selecting Words 27 Use Familiar Words 27 Communication Matters: And the Most Overused Marketing Cliche Is . . . 28

Prefer Short Words 28

Current Challenges for Business Communicators 5

Use Slang and Popular Cliches with Caution 29

Communication Matters: A Chief Marketing

Use Technical Words and Acronyms with Caution 29

Officer on the Importance of Building Trust 7

Communication Matters: Lost in Main Categories of Business Communication 8 Communication Networks of the Organization 10 Variation in Communication Activity by Business 12 The Business Communication Process 13 Business Communication as Problem Solving 13 A Model of Business Communication 14 Communication Matters: Channel Choice Affects Message Success 17

Translation 3 0

Use Concrete Language 30 Technology in Brief: Grammar and Style Checkers Help Writers with Word Selection 3 1

Prefer Active Verbs 32 Communication Matters: Everything You Wanted to Know about Active and Passive Voice 3 3

Avoid Overuse of Camouflaged Verbs 34 Communication Matters: The Trouble with

Business Communication: The Bottom Line 19

Idioms 3 5

Summary by Learning Objectives 19

Select Words for Precise Meanings 35

Critical Thinking Questions 20 Critical Thinking Exercises 21

Suggestions for Nondiscriminatory Writing 36 Use Gender-Neutral Words 37

xvii

Communication Matters: How Diverse Is Too Diverse? 39

Leaving Out Unnecessary Detail 62 Making Paragraphs Coherent 63

Avoid Words That Stereotype by Race, Nationality, or Sexual Orientation 40 Avoid Words That Stereotype by Age 40 Avoid Words That Typecast Those with Disabilities 40


Communication Matters: The Different Goals of Different Generations 41

chapter four Writing for a Positive Effect 68

Some Final Words about Words 41

Summary by Learning Objectives 41 Critical Thinking Questions 42 Critical Thinking Exercises 43


Introductory Situation: Affecting Human Relations through Writing 69

The Importance of a Positive Effect 69 Communication Matters: Business Etiquette—It Depends on Where You Are 70

chapter three Construction of Clear Sentences and Paragraphs 45 introductory Situation: Writing Sentences and Paragraphs That Communicate 46 The Importance of Adaptation 46 Care in Sentence Design 46

Technology in Brief: Grammar and Style Checkers Help Writers Identify Cliches, Colloquialisms, and Jargon 71 Cutting Out "Rubber Stamps" 72 You-Viewpoint 73

Using Short Sentences 47

The You-Viewpoint Illustrated 73

Technology in Brief: Readability Statistics Help Writers Evaluate Document Length and Difficulty 48

A Point of Controversy 74

Communication Matters: Avoiding Stringy and See-Saw Sentences 49 Limiting Sentence Content 49 Economizing on Words 51 Communication Matters: Is That a Surplus Word? 52 Communication Matters: The Starbucks Study 53 Determining Emphasis in Sentence Design 55 Giving Sentences Unity 56 Wording Sentences Logically 58 Communication Matters: Don't Make Me Laugh 59 Care in Paragraph Design 60 Giving Paragraphs Unity 60 Keeping Paragraphs Short 60 Making Good Use of Topic Sentences 61 xvm

Conversational Style 70 Resisting the Tendency to Be Formal 70

Contents

Accent on Positive Language 75 Effects of Words 75 Examples of Word Choice 75 Communication Matters: Parent, Child, or Adult? 77

Courtesy 77 Tailoring Your Message to Your Reader 77 Refraining from Preaching 78 Doing More Than Is Expected 79 Avoiding Anger 79 Being Sincere 80

The Role of Emphasis 80 Emphasis by Position 81 Space and Emphasis 81 Sentence Structure and Emphasis 81 Mechanical Means of Emphasis 82 Summary by Learning Objectives 82 Critical Thinking Questions 83 Critical Thinking Exercises 83

Instant Messaging 107 Social Networking 108 Summary by Learning Objectives 110 Critical Thinking Questions 111

Basic Patterns of Business Messages 85 chapter five The Writing Process and the Main Forms of Business Messages 86 Introductory Situation: The Nature of Business Messages 87 The Importance of Skillful Writing 87 The Process of Writing 88 Planning the Message 88 Drafting 91 Revising 92 The Importance of Readable Formatting 93 Letters 94 Letters Denned 95 Letter Form 95 Letter Formality 96 Memorandums (Memos) 96 Memorandums Defined 96 Memorandum Form 97 7 Memorandum Formality 98 Memorandum Structure 98 Email 98 Email Pros and Cons 99 The Prefatory Elements 99 The Message Beginning 100 The Message Structure 100 Email Formality 101 Traits of Effective Email 102

Critical Thinking Exercises 112

chapter six Directness in Good-News and Neutral Messages 114 The Prevalence of Directness in Business 115 Preliminary Assessment 115 The General Direct Plan 115 Beginning with the Objective 115 Covering the Remaining Part of the Objective 115 Ending with Goodwill 116 Routine Inquiries 116 Introductory Situation: Routine Inquiries 116 Choosing from Two Types of Beginnings 117 Informing and Explaining Adequately 117 Structuring the Questions 118 Ending with Goodwill 118 Communication Matters: Choosing the Right Font 119 Reviewing the Order 119 Technology in Brief: Picture Bullets Allow Writers to List Equal Items with a Bit of Flair 120 Contrasting Examples 120 Technology in Brief: Shortcut Tools Help Writers Improve Productivity and Quality 124 Favorable Responses 125

Technology in Brief: Using Good Email Etiquette Helps Writers Achieve Their Goals 103 The Close of the Message 103 Communication Matters: Be Careful with "Reply All" 104 Emphasis Devices in Email 104 Initialisms in Email 104 Inappropriate Use of Email 105 The Newer Media in Business Writing 106 Text Messaging 106

Introductory Situation: Favorable Responses 125 Identifying the Message Being Answered 125 Beginning with the Answer 125 Logically Arranging the Answers 126 Skillfully Handling the Negatives 126 Considering Extras 126 Closing Cordially 127 Reviewing the Plan 127 Contrasting Illustrations 127 Contents

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Adjustment Grants 128 Introductory Situation: Adjustment Grants 128 Considering Special Needs 131 Reviewing the Plan 132 Contrasting Adjustments 132 Order Acknowledgments and Other Thank-You Messages 133

Setting Up the Negative News 161 Presenting the Bad News Positively 162 Offering an Alternative Solution 162 Ending on a Positive Note 162 Refused Requests 163 introductory Situation: Refused Requests 163 Developing the Strategy 163 Setting Up the Explanation in the Opening 163

Introductory Situation: Order Acknowledgments and Other Thank-You Messages 133

Presenting the Explanation Convincingly 164 Handling the Refusal Positively 164

Technology in Brief: Tables Help Writers Organize Data for Easy Reading 135

Using a Compromise When Practical 165

Order Acknowledgments 135

Fitting the General Plan to Refused Requests 165

Directness and Goodwill Building in Order Acknowledgments 135

Contrasting Refusals 166

Tact in Order Acknowledgments 136 Strategies for Other Thank-You Messages 136 Summarizing the Structure of Order Acknowledgments and Other Thank-You Messages 137 Contrasting Acknowledgments 137 Communication Matters: Operational Communication: What Employees Value 141

Closing with Goodwill 165

Claims 167 Introductory Situation: Claims 167 Using Directness versus Indirectness 167 Choosing the Right Tone 167 Leading into the Problem in the Beginning 168 Describing the Problem Clearly 168 Requesting the Correction 169 Overcoming Negativeness with a Fair-Minded Close 169

Operational Messages 141 Introductory Situation: Operational Messages 141 Casual Operational Messages 141 Moderately Formal Messages 142 Highly Formal Messages 142 Summarizing the Structure of Operational Messages 143 Contrasting Examples of Operational Messages 144 Other Direct Message Situations 145 Summary by Learning Objectives 145 Critical Thinking Questions 147 Critical Thinking Exercises 147

Outlining the Claim Message 169 Contrasting Examples of Claim Messages 169 Adjustment Refusals 172 Introductory Situation: Adjustment Refusals 172 Determining the Strategy 172 Setting Up Your Reasoning 172 Technology in Brief: Email Templates Allow Writers to Reuse and Customize Messages 173 Making Your Case 173 Refusing Positively and Closing Courteously 174 Adapting the General Plan 174 Contrasting Adjustment Refusal Messages 174

Problem-Solving Cases 148

Negative Announcements 177

chapter seven Indirectness in Bad-News Messages 160 Situations Requiring Indirectness 161 The General Indirect Plan 161 Using a Strategic Buffer 161 xx

Contents

Introductory Situation: Negative Announcements 177 Determining the Strategy 178 Setting Up the Bad News 178 Positively Presenting the Bad News 178

Focusing on Next Steps or Remaining Benefits 178 Closing on a Positive or Encouraging Note 178 Reviewing the Plan 178 Communication Matters: Balance, Not "Spin,"

Determining the Makeup of the Mailing 208 Gaining Attention 210 Holding Attention in the Opening 210 Building a Persuasive Case 211 Stressing the You-Viewpoint 213 Choosing Words Carefully 213

in Negative Announcements 180

Communication Matters: The Importance of Contrasting Negative Announcements 180 Using Directness in Some Cases 181 Other Indirect Messages 182

Vividness in Sales Messages 2 1 4

Including All Necessary Information 214 Communication Matters: Persuasive Strategies


Vary across Cultures 2 1 7

Critical Thinking Questions 183

Driving for the Sale 217


Adding a Postscript 219 Offering Name Removal to Email Readers 219

Problem-Solving Cases 184 chapter

eight

Indirectness in Persuasive Messages 194 The Rationale for Indirectness 195 General Advice about Persuasion 195 Know Your Readers 195 Choose and Develop Targeted Reader Benefits 195 Make Good Use of Three Kinds of Appeals 196 Make It Easy for Your Readers to Comply 197 Persuasive Requests 197 Introductory Situation: Persuasive Requests 197

Determining the Persuasive Plan 197 Gaining Attention in the Opening 199 Developing the Appeal 199 Making the Request Clearly and Positively 199

Reviewing the General Sales Plan 219 Evaluating Contrasting Examples 219 Proposals 221 Introductory Situation: Proposals 221 Technology in Brief: Visuals Help Business Writers Add Interest to Sales Messages 2 2 2

Types of Proposals 222 Communication Matters: Wise Words from a Professional Proposal Writer 2 2 6

Proposal Format and Contents 226 Communication Matters: The Seven Deadly Sins of Proposal Writing 117

Summary by Learning Objectives 236 Critical Thinking Questions 238 Critical Thinking Exercises 239 Problem-Solving Cases 241

Communication Matters: The Ingredients of Successful Fund-Raising 2 0 0

chapter

Summarizing the Plan for Requests 200

Communicating in the Job-Search Process 249

Contrasting Persuasive Requests 200 Sales Messages 204 Introductory Situation: Sales Messages 204 Questioning the Acceptability of Sales Messages 205 Preparing to Write a Sales Message 206 Determining the Central Appeal 206 Communication Matters: The Growing Popularity of White Papers 2 0 7

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Introductory Situation: The Job-Search Process 2 5 0

The Job Search 250 Building a Network of Contacts 250 Obtaining an Internship 251 Identifying Appropriate Jobs 251 Finding Your Employer 253 Technology in Brief: Webpage Profiles Can Work for You 2 5 5

Contents

xxi

Preparing the Application Documents 256 Introductory Situation: Resumes and Applications 256 Constructing the Resume 257 Traditional Print Resume 257 Scannable Print Resume 266 Digital Resume 277 Communication Matters: Words of Wisdom: Stick with the Truth 179 Writing the Cover Message 279 Print Cover Letters 279 Communication Matters: Developing a Professional Portfolio 285 Technology in Brief: Websites Offer Valuable Interview Advice 287 Email Cover Messages 289 Handling the Interview 290 Investigating the Company 290 Making a Good Appearance 290 Anticipating Questions and Preparing Answers 291 Putting Yourself at Ease 293 Helping to Control the Dialogue 293 Communication Matters: Some Quotes on Thank-you Notes by Today's Businesspeople 294 Following Up and Ending the Application 294 Other Job-Search Messages 295 Continuing Job-Search Activities 296 Summary by Learning Objectives 297 Critical Thinking Questions 299 Critical Thinking Exercises 299 Problem-Solving Cases 300

Defining Reports 307 Determining the Report Purpose 308 The Preliminary Investigation 308 Need for a Clear Statement of the Problem 308 Communication Matters: Report-Writing Practices and the Sarbanes-Oxley Act 309 Determining the Factors 309 Use of Subtopics in Information Reports 309 Hypotheses for Problems Requiring Solution 310 Bases of Comparison in Evaluation Studies 310 Gathering the Information Needed 311 Technology in Brief: Citation Managers Help Writers Cite and Document Their Report Sources 312 Interpreting the Findings 312 Advice for Avoiding Human Error 313 Appropriate Attitudes and Practices 314 Statistical Tools for Data Analysis 315 Organizing the Report Information 315 The Nature and Benefits of Outlining 315 Technology in Brief: Software Tools Assist the Writer in Both Identifying Factors and Outlining 316 Organization by Division 317 Division by Conventional Relationships 317 Combination and Multiple Division Possibilities 319 From Outline to Table of Contents 320 Writing the Report 324 Beginning and Ending 324 Being Objective 325 Communication Matters: Formal, Informal, or Somewhere in Between? 326 Being Consistent with Time 326 Including Transitions 327

Fundamentals of Report Writing 305

Communication Matters: Choice Lines Gleaned from Accident Reports Submitted to Insurance Companies 328

chapter ten Basics of Report Writing 306

Maintaining Interest 329

Introductory Situation: Report Writing 307 Reports and Your Future 307 xxu

Contents

Collaborative Report Writing 329 Communication Matters: Does Your Group Have Emotional Intelligence? 330

Determining the Group Makeup 330 Creating the Ground Rules 330 Choosing the Means of Collaboration 331 Making a Project Plan 331

Components of Long, Formal Reports 369 The Report Introduction 370 Technology in Brief: Using a Table of Contents Generator for Speed and Accuracy 3 72

Technology in Brief: Comment and Review

The Report Body 373

Tools Help Writers Track Changes to Their Documents 3 3 2

The Ending of the Report 373 Appended Parts 374

Writing the Report 332 Summary by Learning Objectives 333 Critical Thinking Questions 336 Critical Thinking Exercises 336

chapter eleven Types of Business Reports 338 Introductory Situation: Types of Business Reports 339 An Overview of Report Components 339 The Report Classification Plan 339 The Report Components 340 Communication Matters: Creating a Report Title with the SWsandl H 341 Characteristics of Shorter Reports 345 Little Need for Introductory Information 345 Predominance of the Direct Order 345 Communication Matters: Tips from a Professional Explainer 347 Technology in Brief: Templates Help Writers Format Reports 348 More Personal Writing Style 349 Less Need for a Structured Coherence Plan 349 Forms of Shorter Reports 349 The Short Report 349 Letter Reports 359 Communication Matters: Knowledge Management Gives Companies the Competitive Edge 362 Email Reports 362 Types of Short Reports 364 Routine Operational Reports 364 Progress Reports 364 Problem-Solving Reports 365 Audit Reports 366 Meeting Minutes 367

The Structural Coherence Plan 374 The Long Analytical Report Illustrated 376 Summary by Learning Objectives 393 Critical Thinking Questions 395 Critical Thinking Exercises 395 Problem-Solving Cases 397 Additional Topics for Reports 407

chapter twelve Graphics in Reports and Other Documents 413 Introductory Situation: Graphics in Reports and Other Documents 414 Planning the Graphics 414 Determining the General Mechanics of Construction 414 Size 415 Layout 415 Type 415 Rules and Borders 416 Color and Cross-Hatching 416 Clip Art 416 Background 416 Communication Matters: Adding Some "Sparkflines)" to Your Text 4 1 7

Numbering 417 Construction of Titles and Captions 418 Placement of Titles and Captions 418 Footnotes and Acknowledgments 418 Constructing Textual Graphics 419 Tables 419 Pull Quotes 420 Bullet Lists 420 Flowcharts and Process Charts 421 Constructing Visual Graphics 423 Bar and Column Charts 423 Pictographs 426 Contents

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Pie Charts 427

Using the Phone 453

Line Charts 427 Scatter Diagrams 429 Maps 429 Combination Charts 431 Three-Dimensional Graphics 431 Photographs 432 Other Graphics 433 Visual Integrity 433 Communication Matters: Subjective Interpretations of Color by Different Audiences 43 5 Communication Matters: The Periodic Table of Visualization Methods 437

Professional Voice Quality 453 Courtesy 453 Effective Phone Procedures 455 Effective Voice Mail Techniques 455 Cell Phones and Their Courteous Use 455 Using Speech Recognition for Messages and Reports 456 Techniques of Dictating 45 7 Illustration 457 Listening 458 The Nature of Listening 458

Placing and Interpreting the Graphics 439

Communication Matters: What's in a Handshake? 459


Improving Your Listening Ability 459


The Reinforcing Role of Nonverbal Communication 461 The Nature of Nonverbal Communication 461 Types of Nonverbal Communication 462 Summary by Learning Objectives 464 Critical Thinking Questions 466 Critical Thinking Exercises 467

chapter fourteen Oral Reporting and Public Speaking 469

Oral Forms of Business Communication 443 chapter thirteen Oral and Interpersonal Communication 444 Introductory Situation: Oral Communication on the Job 445

Introductory Situation: Formal Speaking 470 Mastering Formal Speaking 470 Reporting Orally 470 Defining Oral Reports 470

The Prevalence of Oral Communication 445

Understanding the Differences between Oral and Written Reports 471

Informal Talking 445

Planning the Oral Report 471

Technology in Brief: Voice Input Saves Writers Time Creating Documents 446 Elements of Good Talking 446 Communication Matters: How Executives Feel about Graduates' Communication Skills 447

Communication Matters: Virtual Presentations 474

Courtesy in Talking 447

Choosing the Presentation Method 476

Conducting and Participating in Meetings 448 Techniques of Conducting Meetings 448 Technology in Brief: Collaborative Tools Support Virtual Meetings 449 Techniques for Participating in a Meeting 451 XXIV

Making Formal Speeches 472 Selecting the Topic 472 Preparing the Presentation 472

Contents

Preparing to Speak 476 Technology in Brief: Presentation Delivery Tools Help You Convey Your Message Effectively 477 Audience Analysis 477 Consideration of Personal Aspects 478

Appearance and Physical Actions 479

Problems of Language 507

Voice 481

Lack of Language Equivalency 507

Communication Matters: PowerPoint Keyboard Shortcuts 482

Communication Matters: Blundering with Words 508

Visuals 483A Summary List of Speaking Practices 487

Difficulties with English 509

Giving Team (Collaborative) Presentations 487 Presenting Virtually 488 Defining Virtual Presentations 489 Delivering Virtual Presentations 489 Summary by Learning Objectives 490 Critical Thinking Questions 491 Critical Thinking Exercises 492

Advice for Communicating Across Cultures 511 Do Your Research 511 Know Yourself and Your Company 513 Be Aware—and Wary—of Stereotypes 513 Adapt Your English to Your Audience 514 Be Open to Change 514 Summary by Learning Objectives 515 Critical Thinking Questions 515 Critical Thinking Exercises 516

chapter sixteen Correctness of Communication 517 Introductory Situation: The Effects of Correctness on Communication 518

Cross-Cultural Communication, Correctness, Technology, Research 495 chapter f i f t e e n Cross-Cultural Communication 496 Introductory Situation: Cross-Cultural Communication 497 The Growing Importance of Cross-Cultural Communication 497 Dimensions of Cultural Difference 498 Technology in Brief: Web Tools for Cross-Cultural Communication 499

The Importance of Correctness 518 The Nature of Correctness 518 Communication Matters: Can You Detect the Difference that Punctuation Makes ? 519 Standards for Punctuation 519 Apostrophe: Apos 1 519 Apos2 520 Apos3 520 Brackets: Bkts 520 Colon: Cln 1 520 Cln2 521

Body Positions and Movements 500

Comma: Cma 1 521 Cma 2-1 521

Communication Matters: Carefully Present and Receive a Business Card in Japan 501

Cma 2-2 522

Views and Practices Concerning Factors of Human Relationships 502

Cma 3 522 Cma 4-1 522 Cma 4-2 523

Communication Matters: High-Context versus Low-Context Cultures: Edward T. Hall 503

Cma 4-3 523

Communication Matters: Five Dimensions of Culture: Geert Hofstede 505

Cma 5-1 523 Cma 5-2 524

Communication Matters: Linear-actives, Multiactives, and Reactives: Richard D. Lewis 506

Cma 6-1 524 Cma 6-2 524 Dash:Dshl 524

Effects on Business Communication 506

Cma 4-4 523

Contents

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Dsh2 524

Tns 5 537

Exclamation Mark: Ex 525 Hyphen: Hpn 1 525 Hpn2-1 525 Hpn 2-2 525

Word Use: WU 537 Wrong Word: WW 538

Hpn 2-3 525 Italics: Ital 1 525 Technology-in Brief: Using the Internet to Improve Your Grammar 5 2 6 •

Ital 2 527 Ital 3 527 Parentheses: Parens 527 Period: Pd 1 527 Pd2 527 Pd3 527 Question Mark: Q 528 Quotation Marks: QM 1 528 QM2 528 QM3 528 QM4 528 Technology in Brief: Hyphen, Small Dash, or Big Dash? 529

Semicolon: SC 1 529 SC2 530 SC3 530 SC4 530

No 1 538 No 2 539 No 3 539 No 4 539 No 5 539 No 6 539 No 7 539 No 8 540 No 9 540 No 10 540 No 11 540 Spelling: SP 540 Rules for Word Plurals 540 Other Spelling Rules 541 Capitalization: Cap 542 Critical Thinking Questions 543 A Self-Administered Diagnostic Test of Correctness 544

chapter seventeen Technology-Enabled Communication 545

Standards for Grammar 530 Adjective-Ad verb Confusion: AA 530 Subject-Verb Agreement: Agmt SV 531 Adverbial Noun Clause: AN 532 Awkward: Awk 532 Dangling Modifiers: Dng 532 Misplaced Modifiers: Mispl 533 Mixed Construction: MixCon 533 Incomplete Constructions: IncCon 533 Sentence Fragment: Frag 533 Pronouns: Pn 1 534 Pn2 535 Pn3 535 Parallelism: Prl 536 Tense: Tns 536 Tns1 536 Tns2 536 Tns 3 537 Tns 4 537 XXVI

Standards for the Use of Numbers: No 538

Introductory Situation: Using Technology in Communication Tasks 5 4 6

Technological Support for Writing Tasks 546 Tools for Constructing Messages 546 Computer Tools for Planning 546 Computer Tools for Gathering and Collecting Information 549 Computer Tools for Analyzing and Organizing 552 Computer Tools for Drafting 552 Computer Tools for Revising and Editing 554 Technology in Brief: Backing Up Frequently Is the Writer's Responsibility 555

Print versus Online Documents 557 Comparing Print and Online Text 558 Organizing Content 558 Presenting the Content 558 Making Your Products Accessible 559 Contents

Computer Tools for Creating Electronic Documents 559

Using the Observation Technique 587

Computer Tools for Collaboration 561 Collaborative Writing Programs 562 Discussion Boards 562

Technology in Brief: Survey Tools Help Writers Lay Out, Analyze, and Report Results of Questionnaires 590

A Look to the Future 563

Conducting Focus Groups 597 Conducting Personal Interviews 597 Evaluating and Reporting Data 597 Conducting Ethical Business Research 598

Summary by Learning Objectives 564 Critical Thinking Questions 565 Critical Thinking Exercises 565

Collecting Information by Survey 589


chapter e i g h t e e n

Critical Thinking Questions 601

Business Research Methods 566


Introductory Situation: Business Research Methods 567 Conducting Business Research 567 Secondary Research 567 Finding Publication Collections 568 Taking the Direct Approach 569 Using Indirect Methods 575 Technology in Brief: Doing More Efficient Repeat Searching through Favorites 583 Evaluating Websites 583 Primary Research 584 Choosing Your Research Strategy 584 Searching through Company Records 585 Conducting an Experiment 585

appendices A Corrections for the Self-Administered Diagnostic Test of Correctness 603 B Physical Presentation of Letters, Memos, and Reports 605 C General Grading Checklists: Punctuation, Grammar, Number, Spelling, Proofreading, Technique, Strategy, and Formatting 621 D Special Grading Checklists: Messages and Reports 625 E Documentation and the Bibliography 629 Photo Credits 648 Index 649

Contents

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