CONTENTS
Preface ................................................................................................................................... iii
Customer Service ................................................................................................................................ iv
Changes and Improvements in the 12th Edition..................................................................................... 1
Online Communities and Resources for Business Communication Instructors...................................... 6
An Unsurpassed Instructional Resource Package ................................................................................. 9
General Teaching Guides..................................................................................................................... 12
Course Planning Guide.................................................................................................................. 13
Introducing the Course to Students.......................................................................................... 14
Conducting the Class .............................................................................................................. 15
Grading and Evaluating Students ............................................................................................ 17
Cooperative Learning Guide for Groups and Small Teams............................................................. 19
Working with Cooperative Learning Groups ........................................................................... 19
Working in Dyads................................................................................................................... 20
Working with the Jigsaw Process ............................................................................................ 20
Collaborative Writing Guide ......................................................................................................... 22
Preparing Students for Collaborative Writing .......................................................................... 22
Assigning Short-Term Projects................................................................................................ 24
Undertaking a Long-Term Project ........................................................................................... 26
Evaluating Collaborative Projects............................................................................................ 31
Service Learning Guide 1: Use Service Learning to Add Real-World Writing
Experience to Your Course ..................................................................................................... 35
What Is Service Learning? ................................................................................................ 35
Example Project: Grant Research and Writing Assistance ................................................. 35
How to Incorporate Service Learning Into Your Course .................................................... 35
Service Learning Guide 2: Real Clients, Real Management, Real Failure:
The Risks and Rewards of Service Learning .............................................................................. 37
Diagnostic Tests of English Skills ................................................................................................. 40
Answers.................................................................................................................................. 40
English Skills Test A .............................................................................................................. 41
English Skills Test B............................................................................................................... 44
More Practice in Grammar Mechanics, and Usage......................................................................... 47
Chapter Guides (non-sequential, chapter-specific paging)
Part 1: Understanding the Foundations of Business Communication
Chapter 1: Professional Communication in a Digital, Social, Mobile World
Chapter 2: Collaboration, Interpersonal Communication, and Business Etiquette
Chapter 3: Communication Challenges in a Diverse, Global Marketplace
Part 2: Applying the Three-Step Writing Process
Chapter 4: Planning Business Messages
Chapter 5: Writing Business Messages
Chapter 6: Completing Business Messages
Part 3: Crafting Brief Messages
Chapter 7: Crafting Messages for Digital Channels
Chapter 8: Writing Routine and Positive Messages

ii
Chapter 9: Writing Negative Messages
Chapter 10: Writing Persuasive Messages
Part 4: Preparing Reports and Presentations
Chapter 11: Planning Reports and Proposals
Chapter 12: Writing Reports and Proposals
Chapter 13: Completing Reports and Proposals
Chapter 14: Developing and Delivering Business Presentations
Part 5: Writing Employment Messages and Interviewing for Jobs
Chapter 15: Building Careers and Writing Résumés
Chapter 16: Applying and Interviewing for Employment
Appendix A: Format and Layout of Business Documents
Appendix B: Documentation of Report Sources
Appendix C: Correction Symbols

iii
PREFACE
Successful business communicators spend years on the job before they learn to consistently prepare
effective messages. Obviously, you cannot give students that much practice in one school term. But the
more practice you can give them, the closer they will be to achieving success on the job.
To help you tailor a course to the needs of your students, we have designed a comprehensive package of
learning materials. We hope that you take advantage of the complete package. Together, the elements
provide a rich and varied learning experience.
This manual is divided into five parts:
 Changes and Improvements in the 12th Edition lists the major changes in this edition, followed
by specific changes within each chapter.
 Online Communities and Resources for Business Communication Instructors itemizes the
many online resources the authors have created for adopters of Excellence in Business
Communication. We invite you to join one or more of the online communities and interact with
your peers.
 An Unsurpassed Instructional Resource Package acquaints you with the elements available in
our comprehensive package of learning materials.
 The General Teaching Guides provide tools and advice for conducting a course in business
communication.
 The Chapter Guides provide information to supplement the chapters in the textbook, including
comprehensive lecture notes and suggested solutions to student questions and activities.
We wish to thank George Dovel for his efforts in the preparation of this manual.

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1: Professional Communication in a Digital, Social, Mobile World 1-1
Chapter Guides
This section provides information about the chapters in the textbook and suggested solutions and answers
for the activities. Each Chapter Guide includes the following items:
 Chapter overview
 Chapter outline
 Lecture notes organized by Learning Objective, with class discussion questions in
selected sections
 Answers to highlight box questions
 Answers to Apply Your Knowledge questions
 Answers to Practice Your Skills activities
 Solutions to cases (complete example solutions for short-message cases; solution
guidelines for long-message cases)
Part 1: Understanding the Foundations of Business Communication
The first three chapters give students a general understanding of why good communication skills are
important in business, how today’s communication is enhanced through technology (particularly the
revolutions in social media and mobile communication), why effective interpersonal communication can
be difficult, how communication is used in teams, and how it can overcome intercultural barriers. As you

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1: Professional Communication in a Digital, Social, Mobile World 1-2
CHAPTER OUTLINE
Understanding Why Communication Matters
Communication Is Important to Your Career
Communication Is Important to Your Company
What Makes Business Communication Effective?
Communicating as a Professional
Understanding What Employers Expect from You
Communicating in an Organizational Context
Adopting an Audience-Centered Approach
Exploring the Communication Process
The Basic Communication Model
Barriers in the Communication Environment
Inside the Mind of Your Audience
How Audiences Receive Messages
How Audiences Decode Messages
How Audiences Respond to Messages
The Social Communication Model
The Mobile Revolution
The Rise of Mobile as a Communication Platform
How Mobile Technologies Are Changing Business Communication
Using Technology to Improve Business Communication
Keeping Technology in Perspective
Guarding Against Information Overload
Using Technological Tools Productively
Reconnecting with People
Committing to Ethical and Legal Communication
Distinguishing Ethical Dilemmas from Ethical Lapses
Ensuring Ethical Communication
Ensuring Legal Communication
Applying What You’ve Learned
Learning Catalytics is a “bring your own device” student engagement, assessment, and classroom
intelligence system. It allows instructors to engage students in class with real-time diagnostics. Students
can use any modern, web-enabled device (smartphone, tablet, or laptop) to access it. For more
information on using Learning Catalytics in your course, contact your Pearson Representative.

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1: Professional Communication in a Digital, Social, Mobile World 1-3
LECTURE NOTES
Section 1: Understanding Why Communication Matters
Learning Objective 1: Explain the importance of effective communication to your career and to the
companies where you will work.
Communication is the process of transferring information and meaning between senders and receivers,
using one or more written, oral, visual, or electronic media.
The essence of communication is sharing—data, information, insights, and inspiration.
Communication Is Important to Your Career
Improving your communication skills may be the single most important step you can take in your
career.
Even great ideas won’t go anywhere without great communication.
As you take on leadership and management roles, communication becomes even more important.
If you learn to write well, speak well, listen well, and recognize the most appropriate way to
communicate in any situation, you’ll gain a major advantage that will serve you throughout your
career.
Communication Is Important to Your Company
Effective communication helps businesses in numerous ways:
 Closer ties with important communities in the marketplace
 Opportunities to influence conversations, perceptions, and trends
 Increased productivity and faster problem solving
 Better financial results and higher return for investors
 Earlier warning of potential problems

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1: Professional Communication in a Digital, Social, Mobile World 1-4
Section 2: Communicating as a Professional
Learning Objective 2: Explain what it means to communicate as a professional in a business context.
If you don’t have a lot of work experience yet, meeting the expectations of a professional environment
might require some adjustment.
Professionalism is the quality of performing at a high level and conducting oneself with purpose and
pride.
Professionalism can be broken down into six distinct traits:
 Striving to excel
 Being dependable and accountable
 Being a team player
 Demonstrating a sense of etiquette
 Making ethical decisions
 Maintaining a positive outlook
Understanding What Employers Expect from You
Today’s employers expect you to be competent at a wide range of communication tasks:
 Organizing ideas and information logically and completely
 Expressing ideas and information coherently and persuasively
 Actively listening to others
 Communicating effectively with people from diverse backgrounds and experiences
 Using communication technologies effectively and efficiently
 Following accepted standards of grammar, spelling, and usage

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Excellence in Business Communication, 12th Edition Class Notes

Study Now!

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