The Business Communication Handbook,
11th Edition

Judith Dwyer, Nicole Hopwood

ISBN-13: 9780170419499
Copyright 2020 | Published
816 pages | List Price: USD $68.25

The Business Communication Handbook, 11e is a visually appealing full-colour text that helps you to develop a broad range of communication skills that are essential in the modern workplace. It has a special focus on business communication, which is an important skill you’ll need in real workplace settings. The text helps you learn by breaking down communication principles into examples and showing you how to apply them. The Business Communication Handbook is divided into five sections: - Communication foundations in the digital era - Communication in the workplace - Communication with customers - Communication through documents - Communication across the organisation


Part 1 Communication foundations for the digital era
1. Understanding communication practices
2. Develop emotional intelligence and interpersonal intelligence
3. Adapt to change in the digital era
4. Develop communications skills for employment

Part 2 Communication strategies in the workplace
5. Organise workplace information
6. Manage work priorities and professional development
7. Deliver presentations and speeches
8. Develop negotiation and conflict management skills
9. Implement and monitor a safe workplace

Part 3 Communication with customers
10. Deliver and monitor services to address customer needs
11. Manage customer engagement

Part 4 Communication through documents
12. Analyse and present research information
13. Communicate using graphics and visual aids
14. Effective business writing
15. Writing business letters
16. Write short reports
17. Write long reports
18. Write technical documents and proposals
19. Record keeping

Part 5 Communication across the organisation
20. Develop effective workplace relationships
21. Manage team effectiveness
22. Lead and develop teams and individuals
23. Organise and manage meetings

MindTap-only chapter
Implement and monitor environmentally sustainable work practices

  • Judith Dwyer

    Judith Dwyer has worked in education and training for many years. Her specialisation in cross-industry management and communication studies provided invaluable experience for her role as Managing Director of a nationally recognised Registered Training Organisation, and she taught communication skills to business students within the TAFE and VET sector for more than 20 years. Judith is the author of many bestselling textbooks, and holds a Master of Management (Public), Business Administration and Management from the University of Technology Sydney; a Bachelor of Economics from the University of New England; and a Diploma in Education from the University of Newcastle.

  • Nicole Hopwood

    Nicole Hopwood holds a Graduate Diploma of Management, a Bachelor of Economics (Accounting Major) from the University of Sydney, and is a Certified Practising Accountant (CPA). She has worked across a number of industries including Professional Services where she specialised in Business Reconstruction and Insolvency; Banking, and Telecommunications.

  • New content on emotional intelligence, adaptability to technological change and business analytics

  • New Learning Map and Concepts Maps at the beginning of each chapter illustrate the pathway for student learning through the chapter and enable students to see 'the big picture' and links key concepts

  • New Part Openers explain the importance of the theory covered and provide a set of guiding questions to prompt readers to thinking about how the theory in each chapter will help them develop skills valuable to success in the workplace

  • New Part Endings provide readers with activities that allow them to develop a piece of work that demonstrates their understanding of and competence in the areas covered in the part. Instructors may use this as part of the summative assessment

  • Basic mapping grid helps instructors map content to the requirements of the unit of competency

  • Online chapter (MindTap only) provides additional content to support instructors to deliver the Cert IV courses. Covers environmental and sustainable work practices

  • Assessment Tools (Online) offer various types of customisable assessment instruments such as written questions, projects, case studies and third-party reports to help instructors design and administer assessments

  • Assessment Tools (Online) offer various types of customisable assessment instruments such as Written questions, Projects, Case Studies and Third-party reports to help instructors design and administer assessments

Cengage provides a range of supplements that are updated in coordination with the main title selection. For more information about these supplements, contact your Learning Consultant.

Instructor Website for Dwyer/Hopwood's The Business Communication Handbook

Search Me! Business

The Business Communication Handbook Instructor's Manual

The Business Communication Handbook PowerPoint Slides

The Business Communication Handbook Student Companion Website