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Instructor’s Manual for Business Communication: Process & Product, 5th EditionMary Ellen Guffey and Carolyn Seefer

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Contents iii

Contents

Introduction

Letter From Author ............................................................................................................................................ 3Business Communication: Process and Product, 5e, Short Table of Contents ................................................. 4Instructional Ancillaries and Resources and....................................................................................................... 5Course Objectives...............................................................................................................................................What’s New in Business Communication: Process and Product, 5e ................................................................ 10

Part I Course Planning Ideas

A Potpourri of Teaching and Classroom Management Ideas ............................................................................ 19Possible Class Schedules ................................................................................................................................... 22

10-Week Course .................................................................................................................................. 2211-Week Course .................................................................................................................................. 2314-Week Course .................................................................................................................................. 2316-Week Course – Employment Communication .............................................................................. 2416-Week Course – Oral Reports ......................................................................................................... 25

Sample Syllabus ................................................................................................................................................. 27Using the Chapter-Opening Case Studies .......................................................................................................... 32Choosing End-of-Chapter Activities ................................................................................................................. 32Documents for Analysis .................................................................................................................................... 33Classroom Etiquette: An Instructor’s Expectations ........................................................................................... 34Evaluating Writing Assignments ....................................................................................................................... 35

Revision ............................................................................................................................................... 35Correction Symbols and Comments .................................................................................................... 35Six Evaluation Methods ...................................................................................................................... 36

Assigned-Weights Method .................................................................................................... 36Dual-Criteria Method ............................................................................................................ 36Check-Mark Method ............................................................................................................. 37O, 1, 2 Holistic Method.......................................................................................................... 37Contract Method ................................................................................................................... 38Workplace-Based Method .................................................................................................... 39

Template for Grading Writing Assignments ....................................................................................... 40Evaluating Oral Presentations ............................................................................................................................ 42Strategies for Reducing Plagiarism.................................................................................................................... 44Including Grammar in the Business Communication Course............................................................................ 45

Your Personal Language Trainer......................................................................................................... 45Trainer Content...................................................................................................................... 45Diagnostic Test and Language Profile................................................................................... 46Three-Step Workouts to Build Skills..................................................................................... 46

Competent Language Usage Essentials (C.L.U.E.)............................................................................. 46How to Use C.L.U.E. ............................................................................................................ 46

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Spell Right! and Speak Right!.............................................................................................................. 47C.L.U.E. Diagnostic Test Form A ....................................................................................................... 48C.L.U.E. Diagnostic Test Form B ....................................................................................................... 50C.L.U.E. Diagnostic Test Form C ....................................................................................................... 52Answers to C.L.U.E. Diagnostic Tests................................................................................................. 54C.L.U.E. Diagnostic Test Form A Sentence Revision Key ................................................................ 55C.L.U.E. Diagnostic Test Form B Sentence Revision Key ................................................................. 56C.L.U.E. Diagnostic Test Form C Sentence Revision Key ................................................................. 57

Video Discussion Guide .................................................................................................................................... 59Video Library 1: Career Success Starts With Communication Foundations....................................... 60Video Library 2: Erasing Stereotypes: Zubi Advertising..................................................................... 61Video Library 1: Guffey’s 3-x-3 Writing Process Develops Fluent Workplace Skills....................... 63Video Library 1: Smart E-Mails and Memos Advance Your Career................................................... 64Video Library 2: Learning and Communication: A Study of Yahoo!................................................. 65Video Library 2: Social Responsibility and Communication: Ben & Jerry’s...................................... 67Video Library 2: Routine Business Letters: MeetingsAmerica........................................................... 70Video Library 2: Persuasion and Profitability: World Gym................................................................ 72Video Library 2: Negative News: DawnSign Press............................................................................. 75Video Library 1: Effective On-the-Job Oral Presentations.................................................................. 77Video Library 1: Sharpening Your Interview Skills............................................................................ 78

Demonstrated Leadership Assessment .............................................................................................................. 79Collaboration and Team Work........................................................................................................................... 80

Advantages and Disadvantages ........................................................................................................... 80Collaborative Assignments ................................................................................................................. 81Group Formation ................................................................................................................................. 83Group Preparation Activities ............................................................................................................... 84Analytical Report Group Activities ..................................................................................................... 85Group Performance Evaluation ........................................................................................................... 86References .......................................................................................................................................... 87Peer Evaluation Form .......................................................................................................................... 89

Improving Listening Skills: Methods, Activities, Evaluations, and Resources ................................................ 90Introduction ......................................................................................................................................... 90Creating a Positive, Proactive Listening Classroom in Business Communication.............................. 90Keys to Effective Listening ................................................................................................................. 91Learning Objectives of the Activities................................................................................................... 92Activities ............................................................................................................................................. 92Two Evaluations .................................................................................................................................. 98Bibliography and Resources ................................................................................................................ 101

Procedures for Teaching Formal Reports .......................................................................................................... 102Preliminaries ........................................................................................................................................ 102In-Class Assignments and Discussion.................................................................................................. 103

Business Report Topics ..................................................................................................................................... 107Accounting........................................................................................................................................... 107

..............Finance. ................................................................................................................................................ 108Human Resources................................................................................................................................. 109Marketing............................................................................................................................................. 112

Contents v

Information Systems............................................................................................................................ 114Management......................................................................................................................................... 116General Business/Education/Campus Issues........................................................................................ 117

Transparency Packet Description ...................................................................................................................... 120Transparency Packet Contents ............................................................................................................ 122

Part II Chapter Teaching Suggestions and Resources

Chapter 1 Communicating at Work ....................................................................................................... 131Focus/Overview ................................................................................................................... 131Chapter 1 Outline .................................................................................................................. 131Lecture Enrichment ............................................................................................................... 133

Transparency Masters and Acetates ....................................................................... 133Topic Emphasis ...................................................................................................... 133Chapter Presentation Suggestions .......................................................................... 135The Technology Link ............................................................................................. 136

Answers to Chapter Review Questions ................................................................................. 136Critical Thinking ................................................................................................................... 140Communication in Process: Procter & Gamble .................................................................... 143

Critical Thinking .................................................................................................... 143Process in Progress: Procter & Gamble Revisited ............................................................... 144

Critical Thinking .................................................................................................... 144Process to Product: Applying Your Skills at Procter & Gamble .......................................... 145Career Coach Discussion Material......................................................................................... 146Activities ............................................................................................................................... 146Video Resources.................................................................................................................... 154

Chapter 2 Communicating in Small Groups and Teams ....................................................................... 155Focus/Overview ................................................................................................................... 155Chapter 2 Outline................................................................................................................... 155Lecture Enrichment................................................................................................................ 157

Transparency Masters and Acetates........................................................................ 157Topic Emphasis....................................................................................................... 157Chapter Presentation Suggestions........................................................................... 157The Technology Link.............................................................................................. 160

Answers to Chapter Review Questions.................................................................................. 163Critical Thinking ................................................................................................................... 164Communication in Process: Harley-Davidson....................................................................... 165

Critical Thinking..................................................................................................... 165Process in Progress: Harley-Davidson Revisited .................................................................. 166

Critical Thinking..................................................................................................... 166Process to Product: Applying Your Skills at Harley Davidson............................................. 167Tech Talk Discussion Material.............................................................................................. 168Ethical Insights Discussion Material..................................................................................... 168Activities................................................................................................................................ 168

Chapter 3 Workplace Listening and Nonverbal Communication.......................................................... 175Focus/Overview ................................................................................................................... 175

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Chapter 3 Outline................................................................................................................... 175Lecture Enrichment................................................................................................................ 176


Answers to Chapter Review Questions.................................................................................. 179Critical Thinking ................................................................................................................... 182Communication in Process: L.L. Bean.................................................................................. 184

Critical Thinking..................................................................................................... 184Process in Progress: L.L. Bean Revisited ............................................................................. 185

Critical Thinking..................................................................................................... 185Process to Product: Applying Your Skills at L.L. Bean........................................................ 185Career Coach Discussion Material......................................................................................... 186Career Coach Discussion Material......................................................................................... 186Activities................................................................................................................................ 187

Chapter 4 Communicating Across Cultures .......................................................................................... 194Focus/Overview ................................................................................................................... 194Chapter 4 Outline .................................................................................................................. 194Lecture Enrichment ............................................................................................................... 195


Answers to Chapter Review Questions ................................................................................. 197Critical Thinking ................................................................................................................... 201Communication in Process: Wal-Mart .................................................................................. 204

Critical Thinking .................................................................................................... 204Process in Progress: Wal-Mart Revisited ............................................................................ 205

Critical Thinking .................................................................................................... 205Process to Product: Applying Your Skills at Wal-Mart........................................................ 206Tech Talk Discussion Material.............................................................................................. 206Ethical Insights Discussion Material..................................................................................... 207Career Coach Discussion Material......................................................................................... 207Activities ............................................................................................................................... 207Video Resources.................................................................................................................... 218

Chapter 5 Writing Process Phase 1: Analyze Anticipate, Adapt ........................................................... 219Focus/Overview ................................................................................................................... 219Chapter 5 Outline................................................................................................................... 219Lecture Enrichment................................................................................................................ 220


Answers to Chapter Review Questions.................................................................................. 222Critical Thinking ................................................................................................................... 225

Contents vii

Communication in Process: Kinko’s..................................................................................... 227Critical Thinking..................................................................................................... 227

Process in Progress: Kinko’s Revisited ................................................................................ 227Critical Thinking..................................................................................................... 227

Process to Product: Applying Your Skills at Kinko’s........................................................... 228Tech Talk Discussion Material.............................................................................................. 229Activities................................................................................................................................ 230

Chapter 6 Writing Process Phase 2: Research, Organize, Compose ..................................................... 238Focus/Overview ................................................................................................................... 238Chapter 6 Outline .................................................................................................................. 238Lecture Enrichment ............................................................................................................... 239


Answers to Chapter Review Questions ................................................................................. 241Critical Thinking ................................................................................................................... 244Communication in Process: Old Navy .................................................................................. 245

Critical Thinking .................................................................................................... 245Process in Progress: Old Navy Revisited ............................................................................. 246

Critical Thinking .................................................................................................... 246Process to Product: Applying Your Skills at Old Navy......................................................... 246Activities ............................................................................................................................... 247

Chapter 7 Writing Process Phase 3: Revise, Proofread, Evaluate.......................................................... 256Focus/Overview ................................................................................................................... 256Chapter 7 Outline .................................................................................................................. 256Lecture Enrichment ............................................................................................................... 257


Answers to Chapter Review Questions ................................................................................. 259Critical Thinking ................................................................................................................... 261Communication in Process: Taco Bell .................................................................................. 263

Critical Thinking .................................................................................................... 263Process in Progress: Taco Bell Revisited ............................................................................. 264

Critical Thinking .................................................................................................... 264Process to Product: Applying Your Skills at Taco Bell......................................................... 264Tech Talk Discussion Material.............................................................................................. 265Activities................................................................................................................................ 266

Chapter 8 Routine E-Mail Messages and Memos ................................................................................. 277Focus/Overview ................................................................................................................... 277Chapter 8 Outline .................................................................................................................. 277Lecture Enrichment ............................................................................................................... 278

Transparency Masters and Acetates ....................................................................... 278Topic Emphasis ...................................................................................................... 279

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Chapter Presentation Suggestions .......................................................................... 279The Technology Link ............................................................................................. 280

Answers to Chapter Review Questions ................................................................................. 280Critical Thinking ................................................................................................................... 283Communication in Process: The Walt Disney Company ..................................................... 285

Critical Thinking .................................................................................................... 285Process in Progress: The Walt Disney Company Revisited ................................................ 286

Critical Thinking .................................................................................................... 286Process to Product: Applying Your Skills at The Walt Disney Company............................ 287Tech Talk Discussion Material.............................................................................................. 287Activities ............................................................................................................................... 287

Chapter 9 Routine Letters and Goodwill Messages .............................................................................. 294Focus/Overview ................................................................................................................... 294Chapter 9 Outline .................................................................................................................. 294Lecture Enrichment ............................................................................................................... 296


Answers to Chapter Review Questions ................................................................................. 298Critical Thinking ................................................................................................................... 300Communication in Process: Ben & Jerry’s ........................................................................... 302

Critical Thinking .................................................................................................... 302Process in Progress: Ben & Jerry’s Revisited ...................................................................... 303

Critical Thinking .................................................................................................... 303Process to Product: Applying Your Skills at Ben & Jerry’s.................................................. 304Ethical Insights Discussion Material..................................................................................... 304Activities ............................................................................................................................... 305Video Resources.................................................................................................................... 309

Chapter 10 Persuasive and Sales Messages ............................................................................................. 310Focus/Overview ................................................................................................................... 310Chapter 10 Outline ................................................................................................................ 310Lecture Enrichment ............................................................................................................... 311


Answers to Chapter Review Questions ................................................................................. 313Critical Thinking ................................................................................................................... 315Communication in Process: Amazon.com ............................................................................ 317

Critical Thinking .................................................................................................... 317Process in Progress: Amazon.com Revisited ....................................................................... 318

Critical Thinking .................................................................................................... 318Process to Product: Applying Your Skills at Amazon.com................................................... 319Career Coach Discussion Material......................................................................................... 320Ethical Insights Discussion Material..................................................................................... 320

Contents ix

Tech Talk Discussion Material.............................................................................................. 321Activities ............................................................................................................................... 321Video Resources.................................................................................................................... 327

Chapter 11 Negative Messages ................................................................................................................ 328Focus/Overview ................................................................................................................... 328Chapter 11 Outline ................................................................................................................ 328Lecture Enrichment ............................................................................................................... 330


Answers to Chapter Review Questions ................................................................................. 330Critical Thinking ................................................................................................................... 334Communication in Process: Pepsi-Cola................................................................................. 335

Critical Thinking .................................................................................................... 335Process in Progress: Pepsi-Cola Revisited ............................................................................ 336

Critical Thinking .................................................................................................... 336Process to Product: Applying Your Skills at Pepsi-Cola....................................................... 337Tech Talk Discussion Material.............................................................................................. 337Activities ............................................................................................................................... 338Video Resources.................................................................................................................... 344

Chapter 12 Preparing to Write Business Reports .................................................................................... 345Focus/Overview ................................................................................................................... 345Chapter 12 Outline................................................................................................................. 345Lecture Enrichment ............................................................................................................... 347

Transparency Masters and Acetates ....................................................................... 347Topic Emphasis ...................................................................................................... 347Chapter Presentation Suggestions .......................................................................... 347Ten Truths Every Business Communicator Should Know

About Reports .......................................................................................... 348The Technology Link ............................................................................................. 350

Answers to Chapter Review Questions ................................................................................. 351Critical Thinking ................................................................................................................... 353Communication in Process: BzzAgent.................................................................................. 354

Critical Thinking .................................................................................................... 354Process in Progress: BzzAgent Revisited ............................................................................ 355

Critical Thinking .................................................................................................... 355Process to Product: Applying Your Skills at BzzAgent........................................................ 356Tech Talk Discussion Material.............................................................................................. 357Ethical Insights Discussion Material..................................................................................... 357Activities................................................................................................................................ 357

Chapter 13 Organizing and Writing Typical Business Reports .............................................................. 365Focus/Overview ................................................................................................................... 365Chapter 13 Outline................................................................................................................. 365Lecture Enrichment................................................................................................................ 366

Transparency Masters and Acetates........................................................................ 366

x Contents

Topic Emphasis....................................................................................................... 367Chapter Presentation Suggestions........................................................................... 367The Technology Link.............................................................................................. 367

Answers to Chapter Review Questions.................................................................................. 368Critical Thinking ................................................................................................................... 370Communication in Process: Starbucks................................................................................... 371

Critical Thinking..................................................................................................... 371Process in Progress: Starbucks Revisited ............................................................................. 372

Critical Thinking..................................................................................................... 372Process to Product: Applying Your Skills at Starbucks......................................................... 372Career Coach Discussion Material......................................................................................... 373Activities................................................................................................................................ 374

Chapter 14 Proposals and Formal Reports .............................................................................................. 379Focus/Overview ................................................................................................................... 379Chapter 14 Outline................................................................................................................. 379Lecture Enrichment................................................................................................................ 380


Answers to Chapter Review Questions.................................................................................. 383Critical Thinking ................................................................................................................... 385Communication in Process: Hewlett-Packard....................................................................... 386

Critical Thinking..................................................................................................... 386Process in Progress: Hewlett-Packard Revisited .................................................................. 387

Critical Thinking..................................................................................................... 387Process to Product: Applying Your Skills at Hewlett-Packard............................................. 387Activities ............................................................................................................................... 389

Chapter 15 Speaking With Confidence ................................................................................................... 390Focus/Overview ................................................................................................................... 390Chapter 15 Outline ................................................................................................................ 390Lecture Enrichment ............................................................................................................... 391

Transparency Masters and Acetates ....................................................................... 391Topic Emphasis....................................................................................................... 392Chapter Presentation Suggestions........................................................................... 392The Technology Link ............................................................................................. 393

Answers to Chapter Review Questions ................................................................................. 394Critical Thinking ................................................................................................................... 396Communication in Process: Walt Disney Imagineering ....................................................... 397

Critical Thinking .................................................................................................... 397Process in Progress: Walt Disney Imagineering Revisited .................................................. 398

Critical Thinking..................................................................................................... 398Process to Product: Applying Your Skills at Walt Disney Imagineering.............................. 398Career Coach Discussion Material......................................................................................... 400Career Coach Discussion Material......................................................................................... 400

Contents xi

Tech Talk Discussion Material.............................................................................................. 401Activities................................................................................................................................ 401

Chapter 16 Employment Communication ............................................................................................... 405Focus/Overview ................................................................................................................... 405Chapter 16 Outline ................................................................................................................ 405Lecture Enrichment ............................................................................................................... 407

Transparency Masters and Acetates ....................................................................... 407Topic Emphasis ...................................................................................................... 407Chapter Presentation Suggestions .......................................................................... 408Employment Quiz ................................................................................................... 410The Technology Link ............................................................................................. 412

Answers to Chapter Review Questions ................................................................................. 413Critical Thinking ................................................................................................................... 416Communication in Process: Carnival Cruise Lines............................................................... 417

Critical Thinking..................................................................................................... 417Process in Progress: Carnival Cruise Lines Revisited .......................................................... 418

Critical Thinking .................................................................................................... 418Process to Product: Applying Your Skills at Carnival Cruise Lines..................................... 419Career Coach Discussion Material......................................................................................... 419Ethical Insights Discussion Material..................................................................................... 420Career Coach Discussion Material......................................................................................... 420Activities ............................................................................................................................... 420

Part III Solutions

Solutions 1–190.................................................................................................................................................. 427

Introduction

Dr. Mary Ellen GuffeyProfessor of Business

E-mail: [email protected]: www.westwords.com/instructor.html

Dear Business Communication Instructor:

Business communication may be the most rewarding course you will ever teach. During each class period you will be able to demonstrate a direct relationship between course material and its influence on your students’ future success in their careers and in their personal lives. Few instructors are able to teach something that can be used by all individuals every day of their lives.

Business Communication: Process and Product brings you and your students one of the most effective teaching/learning systems on the market. Now recognized as the leading business communication textbook in the world, Business Communication: Process and Product continues to provide comprehensive coverage for students and unmatched support for instructors. Maintaining the position as the market leader means that many instructors found exactly what they wanted in this award-winning textbook from an author they knew and trusted.

In the fifth edition we have tried to retain all of the features that have made this textbook so successful. At the same time, we have made a number of revisions that strengthen its coverage of communication technology in today’s digital workplace. In response to the growing dependence on e-mail, we have expanded the discussion of effective e-mail techniques. Business Communication: Process and Product is the only textbook in the field that devotes an entire chapter to e-mail messages and memos, which are the most-used channels of communication in business today. In addition to increased e-mail coverage, we have expanded coverage of business plans so that students have a realistic alternative to writing formal research reports.

Other improvements enhance student learning and instructional support. We provide even more discussion and illustration to guide students in Guffey’s signature 3-x-3 writing process. To enhance lectures, we have made five new high-quality videos that relate specifically to key chapter topics. Other new resources include revised end-of-chapter activities (about 70 percent are new) including a special consumer-oriented assignment in each chapter, revised test bank questions (about 75 percent are new), a revised Student Study Guide, and an exciting self-teaching grammar/mechanics digital program called “Your Personal Language Trainer.” Students purchasing new books may access Guffey Xtra!, an online study assistant that offers Trainer, Speak Right!, Spell Right!, bonus online chapters, documents for analysis, PowerPoint slides, and much more.

A rich array of instructional resources supplement and support Business Communication: Process and Product, 4e. These materials give you excellent working tools to create a dynamic and effective course. You may order publisher ancillaries by contacting your sales representative or by calling South-Western/Thomson Academic Support at 1-800-423-0563.

My goal as an author has always been to provide you with quality teaching materials and to be the most accessible and active author in the field. I appreciate the confidence you have shown in making my books the leaders in their fields.

Sincerely,

Mary Ellen

BUSINESS COMMUNICATION: PROCESS AND PRODUCT, 5eSHORT TABLE OF CONTENTS

Textbook Chapters Case Study

Unit 1 Communication FoundationsCh. 1 Communicating at Work Procter & GambleCh. 2 Communicating in Small Groups and Teams Harley-DavidsonCh. 3 Workplace Listening and Nonverbal

Communication L. L. BeanCh. 4 Communicating Across Cultures Wal-Mart

Unit 2 The Writing ProcessCh. 5 Writing Process Phase 1: Analyze, Anticipate, Adapt Kinko’sCh. 6 Writing Process Phase 2: Research, Organize, Compose Old NavyCh. 7 Writing Process Phase 3: Revise, Proofread, Evaluate Taco Bell

Unit 3 Business CorrespondenceCh. 8 Routine E-Mail Messages and Memos Walt Disney CompanyCh. 9 Routine Letters and Goodwill Messages Ben & Jerry’sCh. 10 Persuasive and Sales Messages Amazon.comCh. 11 Negative Messages Pepsi-Cola

Unit 4 Reports and ProposalsCh. 12 Preparing to Write Business Reports BzzAgentCh. 13 Organizing and Writing Typical Business Reports StarbucksCh. 14 Proposals and Formal Reports Hewlett-Packard

Unit 5 PresentationsCh. 15 Speaking With Confidence Disney ImagineeringCh. 16 Employment Communication Carnival Cruise Lines

Xtra! Chapters and SupplementsCh. A Managing Communication TechnologyCh. B Employment and Other InterviewingSupplement. A How to Write Instructions

Appendix A — Competent Language Usage Essentials (C.L.U.E.): A Business Communicator’s Guide

Appendix B — Guide to Document FormatsAppendix C — Documentation Formats Appendix D — Correction Symbols

Key to C.L.U.E. Review Exercises

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INSTRUCTIONAL ANCILLARIES AND RESOURCES

Business Communication: Process and Product, 5e, provides an exceptional collection of publisher ancillaries and author resources to enhance your effectiveness in the classroom. You may order all publisher items from your publisher’s representative or by calling South-Western/ Thomson Academic Resources at 1-800-423-0563. You may download bonus teaching materials from the instructor’s Web site at http://www.westwords.com/instructor.html. Password: R4744LP.

Instructor’s Manual (ISBN 0-324-31189-3). Invaluable to novice and veteran teachers alike, the Instructor’s Manual provides exceptional teaching ideas and materials such as the following: Course planning and classroom management tips Sample course schedules and syllabi Evaluation/grading methods Collaboration tips and activities Technology tips for each chapter Guide to grammar (C.L.U.E.) review Lecture focus, overview, and outline for every chapter Suggested answers for chapter review and critical thinking questions Suggested responses and solutions for case study questions and applications Transparency master solutions for all letter- and memo-writing activities Video discussion guide for “Building Workplace Skills” and “Bridging the Gap” video series

Instructor’s Resource CD (ISBN 0-324-30408-0). On one handy CD instructors will find the entire Instructor’s Manual, the instructor’s enhanced version of the PowerPoint presentation slides, ExamView software, printed test banks, and the transparency masters as Word documents.

Student Study Guide (ISBN 0-324-30341-6). Students benefit from this hands-on workbook because it provides a variety of exercises and sample test questions that review chapter concepts and key terms. The totally revised study guide also helps students enrich their vocabularies, master frequently misspelled words, and develop language competency with bonus C.L.U.E. exercises. Application exercises for all of the writing chapters tutor students in completing the activity effectively. Nearly all exercises are self-checked so that students receive immediate feedback. The Study Guide is especially helpful for short-term, evening, or distance-learning classes. Its question-oriented format ensures better student performance on chapter tests.

Guffey Xtra! Passports to Guffey Xtra! <http://guffeyxtra.swlearning.com> are optional bundle items with new textbooks, giving students access to an online study assistant that includes the following exciting and instructional features: Your Personal Language Trainer, an interactive learning resource that functions as a mini business English

course. It reviews grammar, punctuation, and usage while offering constructive feedback on student answers. Speak Right! and Spell Right! help students refine their speaking and spelling skills with interactive exercises. Vocabulary Builder Activities strengthen and expand students’ vocabulary. Sentence Competency Exercises provide invaluable writing practice at the sentence level. Student PowerPoint Slides provide a visual explanation of the concepts presented in each chapter of the text.

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Documents for Analysis make revision of selected end-of-chapter activities simple. Students have copies of the poorly written Documents for Analysis so that they can revise them without retyping.

Business Report Topics provide a comprehensive list of potential business report topics. Bonus Chapters include these topics: Managing Communication Technology, Employment and Other

Interviewing, and How to Write Instructions.

Note: Students who do not receive an Xtra! Passport with their textbooks should visit http://guffeyxtra.swlearning.com to purchase it separately. Contact your local South-Western representative to receive Xtra! free with your students’ books.

Premier Student Web Site (http://guffey.swlearning.com). The Guffey Student Web Site, which is an additional resource to the Xtra! online study assistant, offers the following digital learning tools: Interactive chapter reviews with immediate electronic feedback WebThink exercises with links and critical thinking questions correlated with each chapter Dr. Guffey’s Guide to Business Etiquette and Workplace Manners Dr. Guffey’s Listening Quiz Hot links to all URLs mentioned in chapters Electronic citation formats (MLA and APA) for business writers (written by the author) Link to Web Tutor demonstration

Printed Test Bank Book (ISBN 0-324-31188-5). For the fifth edition, nearly 75 percent of the test bank questions are new. The author has scrutinized every question to be sure it is stated as clearly, positively, and accurately as possible. Every chapter has 40 to 50 multiple choice questions, 40 true-false questions, 20 fill-in questions, and 5 essay questions (new to this edition). We provide feedback and answers. In addition, questions are identified by difficulty (5 = most difficult) and type (application, conceptual, or definition). Questions are also identified by learning objective so that instructors can balance their tests appropriately. To prepare students for unit tests and also to reward them, we have selected a few test bank questions to appear in the Chapter Review quizzes at the student Web site. These questions are identified by asterisks in the printed test bank so that instructors know what questions students may have seen.

ExamView Pro Testing Software (ISBN 0-324-30408-0). Free to adopters, ExamView Pro enables instructors to create paper or online tests in minutes. All test bank questions are available through ExamView. You can customize a test, print multiple versions, or save tests for delivery via the Internet. You can track student results and view detailed item analysis. Online testing is available at your Web site or with ExamView acting as host. Check with your sales rep or visit <http://examview.com> for more information. Instructors can also have tests created and printed by calling Technical Support at 1-800-423-0563 (8:30 a.m. to 6 p.m. EST).

PowerPoint Presentation Slides. A comprehensive PowerPoint lecture presentation program, redesigned and updated for the fifth edition, offers summaries, explanations, and illustrations of key chapter concepts, plus lecture enrichment material not included in the text. Instructors receive the enhanced version with color and cartoon illustrations. At Guffey Xtra! students see a plain version without color and enhancements. Instructors can easily customize any slide to support their lecture approach. The BC:PP, 5e, package offers over 700 slides, making it not only the biggest but also the best instructional support package on the market. The files containing the slides and the viewer are available only on the Instructor’s Resource CD (ISBN 0-324-30408-0).

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Transparency Acetates and Masters (ISBN 0-324-31187-7). Written by the author, approximately 190 acetates and masters summarize, supplement, and highlight course concepts. The transparency packet contains one-, two-, and four-color acetates and masters with chapter outlines, text figures, enrichment material, and solutions to key problems. The Instructor’s Manual contains 190 additional transparency masters with solutions to letter- and memo-writing activities as well as to most end-of-chapter writing improvement exercises. This totals over 380 pages of transparency masters and acetates, probably the biggest (and best) transparency support package in the field. The transparency packet has proved exceptionally useful when instructors teach in rooms without computer facilities. New Videos! Two special sets of videos accompany Guffey’s Business Communication: Process and Product, 5e. Video Library 1 Building Workplace Skills (DVD 0-324-31114-1 or VHS 0-324-31115-X) presents five high-quality videos made especially to introduce and reinforce concepts in the fifth edition of BC:PP. These excellent tools boost learning by demonstrating chapter-specific material to strengthen students’ comprehension and retention of key ideas.Video Library 2 Bridging the Gap (DVD 0-324-31209-1 or VHS 0-324-31208-3) presents six videos taking students inside high-profile companies such as Yahoo!, Ben & Jerry’s, and World Gym. Nearly every video provides a structured writing assignment aimed at bridging the gap between the classroom and the real world of work. See the Video Discussion Guide for suggested responses to critical thinking questions, assignments, and solutions.

Free InfoTrac College Edition. Students receive an entire library for the price of one textbook. With InfoTrac College Edition, they are given complete, 24-hour-a-day access to over 10 million full-text articles from thousands of journals, popular periodicals, and newspapers such as Newsweek, Time, and USA Today. The database is updated daily with full-length, substantive articles representing over 20 years of content. Every chapter in the fifth edition of Business Communication: Process and Product includes one or more InfoTrac assignments to familiarize students with research techniques and database possibilities.

Leading Instructor Web Site (http://www.westwords.com/instructor.html). The password-protected instructors’ site supplies a remarkable collection of practical teaching materials and resources including the following:

Downloadable classroom teaching modules on topics such as business etiquette, listening, business plans, peer editing, telephone skills, and teamwork activities

Discussion guides and bonus exercises Downloadable transparency masters for Guffey’s business communication books Change-of-pace quizzes “News Nuggets”—digests of relevant current events items that can enrich business communication lectures Archived articles from previous online newsletters Links to professional organizations Textbook information Quarterly Web-based newsletter

For instructors who have adopted the text, the password to the Web site follows:

INSTRUCTOR WEB SITE PASSWORD: R4744LP

WebTutor Advantage (WebCT: 0-324-31181-8 or Blackboard: 0-324-31180-X). In addition to the many Web-based resources available at Guffey’s student and instructor Web sites, we also provide WebTutor Advantage. This

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content-rich, web-based teaching and learning aid reinforces chapter concepts and acts as an electronic student study guide. WebTutor Advantage for BC:PP, 5e, provides students with flashcards, interactive chapter review quizzes, writing improvement exercises, and critical-thinking cases that guide students step by step to problem solutions. WebTutor Advantage also provides Web links, threaded discussions, and chat. Students benefit from automatic and immediate feedback on quizzes and tests. Narrated and illustrated e-lectures provide additional explanation and structure for selected chapter concepts. In addition, WebTutor Advantage provides demonstration problems that use audio and PowerPoint to walk students through the process of building selected model documents. Available for either WebCT or Blackboard, WebTutor Advantage can be hosted on your campus or by Thomson Learning. Learn more about WebTutor Advantage at http://webtutor.thomsonlearning.com.

Newsletters and Free Teaching Materials. All adopters receive a free subscription to Dr. Guffey’s annual printed newsletter, Business Communication News plus access to her quarterly Web-based newsletters. Both newsletters highlight current issues and news of interest in the business communication course as well as provide new teaching modules, writing exercises, news nuggets, and bonus case studies with solutions. Visit http:www.westwords.com/instructor.html and click on the newsletter link.

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COURSE OBJECTIVES

Students will understand the importance of communication processes and skills, critical thinking, and ethics in today’s increasingly digital workplace.

Students will learn successful teamwork and meeting skills.

Students will be able to recognize and apply effective listening and nonverbal techniques in achieving successful professional and interpersonal interactions.

Students will become more sensitive to intercultural differences and able to interact effectively in global and diverse work environments.

Students will apply a 3-x-3 writing process in analyzing and solving communication problems.

Students will demonstrate skill in composing and formatting quality e-mail messages and memos, direct letters and business messages, persuasive and sales messages, and negative messages.

Students will demonstrate skill in composing and writing well-researched proposals and formal reports, including the use of online information sources and appropriate documentation formats.

Students will demonstrate proficiency in grammar, punctuation, capitalization, style, and word use.

Students will prepare an effective oral presentation appropriate for business audiences.

Students will understand the employment search process, including preparing effective résumés, applications, and follow-up documents.

Students will identify and apply effective employment interview techniques.

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WHAT’S NEW IN GUFFEY’S BUSINESS COMMUNICATION: PROCESS AND PRODUCT, 5e

The fifth edition of BC:PP represents an intensive, comprehensive revision in which every chapter was updated. Hundreds of new references ensure that BC:PP, 5e, is the most thorough and up-to-date business communication textbook on the market. Below is a chapter-by-chapter review of the changes made:

Chapter 1

Updated Procter & Gamble chapter-opening case study by including breaking news for this hugely successful company.

Strengthened discussion of collaboration by including references to new technologies such as instant messaging, file sharing, and wireless networking.

Updated discussion of interactive and mobile communication.

Added new tips for controlling the e-mail monster.

Sharpened emphasis on consequences of violating business ethics with text,. discussion and end-of-chapter activity.

Strengthened emphasis on speaking and listening skills by identifying specific end-of-chapter activities reinforcing these skills.

Created challenging Document for Revision to be used for discussion and possible rewriting.

Added critical thinking case study focusing on identity theft. This new feature is designed to help readers develop practical consumer skills while sharpening language skills.

Revised end-of-chapter exercises with more than 63 percent new and revised activities.

Freshened C.L.U.E. exercises with all new sentences for this popular feature.

Chapter 2

Updated Harley-Davidson chapter-opening case study with current events.

Strengthened discussion of conflict resolution with response patterns, six-step plan, and application exercise.

Recognized growing problem of faulty business manners by adding discussion of workplace etiquette that includes extensive interactive instruction in Web module. Also added InfoTrac assignment related to workplace etiquette.

Totally revised discussion of collaboration technology including timely coverage of conferencing (audio, video, desktop, media) as well as Internet relay chat, webcasting, and other meeting tools.

Added new discussion of project-management and decision-support technology tools.

Strengthened end-of-chapter activities by adding more case studies involving communication issues and strategies at real companies.

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Added consumer education case focusing on credit counseling and so-called credit repair services. These topics expand student knowledge and build practical and useful skills along with communication skills.

Revised end-of-chapter exercises with over 65 percent new or revised activities.

Freshened C.L.U.E. exercises with all new sentences.

Chapter 3

Updated L. L. Bean case study with revised application focusing on a realistic dilemma affecting its training budget.

Reinforced focus on workplace listening by adding new strategies and tips for listening to colleagues and teammates. This is an entirely new section.

Added new references representing current news and research. In comparing the research in this book with that in other textbooks, BC:PP has the most thorough and most up-to-date references in the market so that readers can be assured of the most recent information.

Revised end-of-chapter exercises with over 65 percent new or revised activities.

Freshened C.L.U.E. exercises with all new sentences.

Chapter 4

Strengthened discussion of intercultural communication by presenting new three-part case study focused on Wal-Mart’s expansion into Japanese markets.

Reshaped discussion of globalization by acknowledging that maturing home markets are an additional reason for businesses to expand across borders.

Updated demographics with figures that project population to 2050.

Checked all references to ensure current news and research.

Strengthened suggestions for written messages in intercultural environments by adding reminder to observe titles and rank to avoid alienating receivers.

Sharpened discussion of ethical business practices abroad including new corruption perceptions index showing latest figures.

Revised end-of-chapter exercises with nearly 60 percent new or revised activities.

Freshened C.L.U.E. exercises with new sentences.

Chapter 5

Strengthened presentation of Guffey’s 3-x-3 writing process by renaming chapters, expanding presentation, and adding illustrations.

Sharpened distinctions between academic and business writing.

Revised Kinko’s opening case study by including references to recent takeover by FedEx.

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Added Kinko’s authentic letter illustrating Guffey’s 3-x-3 writing process.

Expanded technology coverage by adding Tech Talk box illustrating Word’s collaboration tools (“Using Technology to Edit and Revise Collaborative Documents”).

Freshened many textual illustrations with precise examples.

Challenged students with new ethical critical thinking question regarding the Federal Reserve chairman’s often-confusing statements.

Revised all end-of-chapter exercises.

Added new consumer activity that helps students understand home mortgages.

Chapter 6

Created new three-part case study focused on high-profile retailer Old Navy, a branch of Gap Inc.

Emphasized Guffey’s 3-x-3 writing process by renaming chapters and showing how each phase is developed.

Revised cluster diagrams to illustrate Gap content.

Revised Tech Talk box titled “Seven Ways Computers Can Help You Create Better Written Messages, Oral Presentations, and Web Pages.”

Freshened many textual illustrations with current, relevant references.

Provided 67 percent new or revised end-of-chapter activities including new brainstorming, researching, and outlining applications.

Developed consumer problem that helps students better understand student loan strategies.

Chapter 7

Revised opening case study to reflect new direction taken by Taco Bell.

Strengthened coverage of Guffey’s 3-x-3 writing process by focusing attention on Phase 3.

Added coverage of long lead-ins and how to eliminate them in concise writing.

Sharpened coverage of the use of numbered lists, bulleted items, and headings because they are increasingly important for comprehension and high “skim” value in today’s business communication.

Replaced box devoted to calculating the Fog Index with instructions on using Word to figure readability since it makes little sense to perform this calculation manually when MS Word does it automatically.

Added the concept of a “proofreading buddy” for important documents.

Created more challenging “Documents for Analysis” that help students improve their proofreading skills as well as discuss and apply chapter concepts.

Revised end-of-chapter exercises with 93 percent new or revised activities.

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Freshened C.L.U.E. exercise with entirely new sentences.

Chapter 8

Placed more emphasis on Guffey’s 3-x-3 writing process as it applies to e-mails and memos.

Reorganized chapter around structure, formatting, and writing of internal messages, with greater emphasis given to e-mail since it is today’s communication channel of choice.

Transformed documents embedded in the text into fully formatted documents so that students always see a realistic model document.

Added “before and after” model documents so that students understand how the revision process improves a message.

Made sure that every model document practiced what is preached by featuring graphic highlighting enhancing “high skim value.”

Added a section on reading and replying to e-mail while at the same time updating all other e-mail practices based on current use.

Added many new end-of-chapter activities (75 percent) so that instructors have a remarkable assortment of fresh activities ranging from easy to difficult and from highly contexted assignments to those requiring more research and imagination.

Supplied instructors with quality, fully formatted solutions, written by the author, for every memo and e-mail assignment. Solutions are in large-print format for in-class viewing and discussion. Solutions always illustrate concepts taught in chapter.

Chapter 9

Reorganized chapter to stress importance of the writing process.

Redesigned many model documents so that students can see how the process affects the product.

More clearly distinguished between claims and adjustments so that students understand the meaning of each term.

Expanded coverage of adjustment letters because this is a critical communication challenge in customer relations

Streamlined discussion of letters of recommendation placing emphasis on the model document so that students can immediately apply the suggestions in the text.

Changed 67 percent of the end-of-chapter activities, adding many new case studies including assignments with high-profile companies such as Krispy Kreme and Gap Inc.

Added a consumer case study centered on a common scam that targets small business owners and professionals.

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Chapter 10

Revised Amazon chapter-opening case study to reflect current changes.

Emphasized writing process in relation to persuasive and sales messages.

Added discussion of e-marketing and the changing world of direct marketing.

Added Tech Talk box “What Successful Online Sales Messages Have in Common.”

Changed two thirds of end-of-chapter activities including stimulating new case studies involving McDonald’s McJobs, PDAs in historic Charleston, Coca-Cola’s vending machines and obesity, and telecommuting tips.

Added new press release featuring Google.

Added consumer case study focusing on a common office scam.

Chapter 11

Distinguished between refusing requests from outsiders and insiders by providing more precise advice.

Offered new suggestions for delivering bad news personally within organizations.

Changed 80 percent of the end-of-chapter activities adding many workplace assignments including selected follow-up responses to requests in Chapter 10 thus giving instructors continuing assignments that help students see both sides of a problem.

Added consumer case study enlightening students about credit card neural-network technology.

Chapter 12

Featured new chapter-opening case study focused on BzzAgent and its client Lee Jeans to illustrate the use of reports in all phases of business.

Revised the writing process for reports to include implementing a research strategy.

Updated discussion of electronic databases and the Web including new figure showing visible and invisible Web search tools.

Added new Tech Talk feature, “Managing Our Electronic Research Data Like a Pro,” so that students are given options on saving data from electronic resources.

Changed 61 percent of end-of-chapter activities.

Chapter 13

Featured new chapter-opening case study focused on Starbucks.

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Strengthened discussion of report recommendations by tying in text examples with those in Marriott case study.

Updated examples of current desktop publishing programs.

Added activity reports to discussion of periodic reports.

Revised many model documents to improve color and readability

Included informative new consumer investigative case study titled “Check Overdraft Protection—Valuable Service or Consumer Rip-Off?”

Chapter 14

Amplified discussion of business plans because many businesspeople are starting their own businesses. BC:PP now has more coverage of business plans than any other mainstream business communication book.

Identified over 60 sample business plans on the Web.

Wrote all new chapter review questions and provided many new report and proposal activities.

Added consumer activity related to dorm room thievery, a problem facing many students who come to campus with expensive digital devices.

Chapter 15

Expanded technology coverage by adding new PowerPoint tips and illustrations to multimedia presentation section.

Further expanded technology coverage by adding Tech Talk box, “Making Effective Conference Calls” as well as chapter discussion of conferencing, in which more and more businesspeople are participating.

Added many new end-of-chapter activities including ethical issue related to the role of PowerPoint in regard to the NASA Challenger accident.

Added consumer activity on the topic of credit card myths, such as maxing out your credit cards to raise your credit rating.

Chapter 16

Placed more emphasis on job-search technology, including discussion of job boards and the reality that few people find jobs online. Looked beyond job boards by explaining alternatives that show students how to use the Web more productively.

Expanded discussion of the use of technology in networking. Described social online networking with specific Web sites to visit. Strengthened overall discussion of networking since most jobs are found this way.

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Emphasized technology in new section, “Optimizing Your Résumé for Today’s Technologies.” Presented three forms of résumés needed by each typical applicant.

Added coverage of “inline” résumés necessary for e-mailing.

Added section devoted to e-portfolios, which is a collection of digitized materials that provide a snapshot of a candidate’s performance, talents, and accomplishments.

Revamped discussion and model documents to include cover letters sent by e-mail.

Provided many new résumé models illustrating contemporary content and formatting. BC:PP, 6e, offers more contemporary résumé models than any other textbook.

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