Chapter 1: Effective Business Communication p. 4 Chapter 2: Delivering Your Message p 35 Chapter 3: Understanding Your Audience p. 77 Chapter 4: Effective Business Writing p. 118 Chapter 5: Writing Preparation p. 155 Chapter 6: Writing p. 203 Chapter 7: Revising and Presenting Your Writing p. 254 Chapter 8: Feedback in the Writing Process p. 280 Chapter 9: Business Writing in Action p. 323 Chapter 10: Developing Business Presentations p. 370 Chapter 11: Nonverbal Delivery p. 414 Chapter 12: Organization and Outlines p. 461 Chapter 13: Presentations to Inform p. 495 Chapter 14: Presentations to Persuade p. 531 Chapter 15: Business Presentations in Action p. 574 Chapter 16: Intrapersonal and Interpersonal Business Communication p. 606 Chapter 17: Negative News and Crisis Communication p. 646 Chapter 18: Intercultural and International Business Communication p. 679 Chapter 19: Group Communication, Teamwork, and Leadership p. 721