The Business Communication Handbook Text with Pearson eText and Companion Website (9e)

Communication skills, both written and interpersonal, are essential for personal development, employment and active involvement in our social and professional lives. The Business Communication Handbook 9th edition covers a broad range of communication principles and skills, that will help you advance and grow in your career, and your life.

Closely aligned to the national competencies of the BSB07 Business Services Training Package, The Business Communication Handbook 9th edition is divided in to the following parts:

• Workplace Communication
• Workplace Relations
• Workplace Documents
• Career Development
  

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Part One – Workplace Communication
1. Communication in today’s workplace
2. Interpersonal skills
3. Organise workplace information
4. Develop personal and work priorities
5. Presentations and public speaking
6. Monitor a safe workplace

Part Two – Workplace Relations
7. Effective workplace relationships
8. Negotiation and conflict management
9. Promote and ensure team effectiveness
10. Provide leadership
11. Deliver and monitor service to customers
12. Manage quality customer service
13. Organise and manage meetings

Part Three – Workplace Documents
14. Analyse and present research information
15. Business writing
16. Writing business letters
17. Writing emails, memos and short reports
18. Writing long reports
19. Writing technical documents
20. Visual communication – illustrating information and data with graphics

Part Four – Career Development
21. Job-seeking skills

• Learning objectives have been added to each chapter to guide students through the broad range of material.
• New social media content and communication strategies are incorporated throughout the book to reflect communication in today’s workplace.
• Over 40 new case studies will help students understand how to apply the concepts in the workplace.
• New performance criteria checklists adapted from 12 national units of competence enable students to self-assess their competence against nationally recognised criteria.

• A companion website www.pearson.com.au/vet/dwyer contains additional resources to support students' learning. As students complete exercises in the Companion Website, the Gradetracker records their progress. Simple questions like true/false are marked automatically, while you can mark open ended questions, then download your entire class results in a single file.

Judith Dwyer, M Mgt, BEc, Dip Ed, AIMM, has worked in education and training for many years. Judith’s specialisation in cross-industry management and communication studies provided invaluable experience for her role as Managing Director of a nationally recognised Registered Training Organisation (RTO). She has taught communication skills to business students within the TAFE and VET sector for more than 20 years and is the author of many bestselling textbooks.

General Administration Units
BSBADM405B Organise meetings
BSBADM502B Manage meetings

Communication Units
BSBCMM301A Process customer complaints
BSBCMM401A Make a presentation
BSBCMM402A Implement effective communication strategies
BSBCMM501A Develop and nurture relationships

Customer Service Units
BSBCUS301A Deliver and monitor a service to customers
BSBCUS401A Coordinate implementation of customer service strategies
BSBCUS402A Address customer needs
BSBCUS403A Implement customer service standards
BSBCUS501B Manage quality customer service

Diversity Unit
BSBDIV301A Work effectively with diversity

Frontline Management Units
BSBFLM303C Contribute to effective workplace relationships
BSBFLM311C Support a workplace learning environment
BSBFLM312C Contribute to team effectiveness

Information Management Units
BSBINM301A Organise workplace information
BSBINM401A Implement workplace information system

Innovation Units
BSBINN201A Contribute to workplace innovation
BSBINN301A Promote innovation in a team environment

Management Units
BSBMGT401A Show leadership in the workplace
BSBMGT405A Provide personal leadership

Occupational Health and Safety Units
BSBOHS302B Participate effectively in OHS communication and consultative processes
BSBOHS303B Contribute to OHS hazard identification and risk assessment
BSBOHS304B Contribute to OHS hazard control
BSBCMN311B Maintain workplace safety
BSBOHS401B Contribute to the implementation of a systematic approach to managing OHS
BSBOHS407A Monitor a safe workplace

Relationship Management Units
BSBREL401A Establish networks
BSBREL402A Build client relationships and business networks

Research Unit
BSBRES401A Analyse and present research information

Team Effectiveness
BSBWOR402B Promote team effectiveness
BSBWOR502B Ensure team effectiveness

Workplace Effectiveness Units
BSBWOR301A Organise personal work priorities and development
BSBWOR401A Establish effective workplace relationships
BSBWOR404B Develop work priorities
BSBWOR501B Manage personal work priorities and professional development

Writing Units
BSBWRT301A Write simple documents
BSBWRT401A Write complex documents