Test Bank for BCOM 10th Edition by Carol Lehman, Debbie DuFrene ISBN 8214338149 9798214338149

Part 1. Communication Foundations

Chapter 1. Establishing a Framework for Business Communication

1-1. Value of Communication

1-2. The Communication Process

1-3. Communicating Within Organizations

1-3a. Communication Flow in Organizations

1-3b. Levels of Communication

1-4. Contextual Forces Influencing Business Communication

1-4a. Legal and Ethical Constraints

1-4b. Diversity Challenges

1-4c. Changing Technology

1-4d. Team Environment

Chapter 2. Focusing on Interpersonal and Group Communication

2-1. Behavioral Theories that Impact Communication

2-1a. Recognizing Human Needs

2-1b. Stroking

2-1c. Exploring the Johari Window

2-1d. Contrasting Management Styles

2-2. Nonverbal Communication

2-2a. Metacommunication

2-2b. Kinesic Messages

2-2c. Other Nonverbal Messages

2-2d. Understanding Nonverbal Messages

2-3. Listening as a Communication Skill

2-3a. Listening for a Specific Purpose

2-3b. Bad Listening Habits

2-4. Group Communication

2-4a. Increasing Focus on Groups

2-4b. Characteristics of Effective Groups

2-4c. Group Roles

2-4d. From Groups to Teams

2-4e. Decision Making

2-5. Meeting Management

2-5a. Face-to-Face Meetings

2-5b. Electronic Meetings

2-5c. Suggestions for Effective Meetings

Part 2. Communication Analysis

Chapter 3. Planning and Decision Making

3-1. Step 1: Consider the Applicable Contextual Forces

3-1a. Organizational Culture

3-1b. Dimensions of Context

3-2. Step 2: Determine the Purpose, and Select an Appropriate Channel and Medium

3-2a. Selecting the Channel and Medium

3-3. Step 3: Envision the Audience

3-4. Step 4: Adapt the Message to the Audience’s Needs and Concerns

3-4a. Focus on the Audience’s Point of View

3-4b. Communicate Ethically and Responsibly

3-5. Step 5: Organize the Message

3-5a. Outline to Benefit the Sender and the Audience

3-5b. Sequence Ideas to Achieve Desired Goals

Chapter 4. Preparing Written Messages

The Genre of Business Writing

4-2. Effective Introductions, Coherent Paragraphs, and Powerful Sentences Step 6: Prepare the First Draft

4-2a. Select the Type of Introduction

4-2b. Develop Coherent Paragraphs

4-2c. Craft Powerful Sentences

4-2d. Select the Appropriate Conclusion

4-3. Revise to Grab Your Audience’s Attention

4-3a. Cultivate a Frame of Mind for Effective Revising and Proofreading

4-3b. Apply Visual Enhancements to Improve Readability

4-4. Improve Readability Step 7: Revise for Style and Tone

4-4a. Improve Readability

4-4b. Eliminate Outdated Expressions

4-4c. Curb Clichés

4-4d. Eliminate Profanity

4-4e. Use Simple, Informal Words

4-4f. Communicate Concisely

4-4g. Project a Positive, Tactful Tone

4-4h. Use Euphemisms Cautiously

4-4i. Avoid Condescending or Demeaning Expressions

4-4j. Use Connotative Tone Cautiously

4-4k. Use Specific Language Appropriately

4-4l. Use Bias-Free Language

4-5. Proofread and Revise

Part 3. Communication Through Voice, Electronic, and Written Messages

Chapter 5. Communicating Electronically

5-1. Data Security

5-2. Appropriate Use of Technology

5-2a. Determine the Purpose of the Message

5-2b. Determine Whether the Information Is Personal or Confidential

5-2c. Decide Whether Positive Human Relations Are Sacrificed

5-3. Electronic Mail Communication

5-3a. Advantages of Email

5-3b. Guidelines for Preparing Email Messages

5-3c. Effective Use of Email

5-3d. Instant and Text Messaging

5-3e. Text Messaging

5-3f. Electronic Messages and the Law

5-4. Web Page Communication and Social Media

5-4a. Writing for a Website

5-4b. Social Media

5-5. Voice and Wireless Communication

5-5a. Voice Mail Communication

5-5b. Cellphone Communication

5-6. Collaborating in Virtual Teams

5-6a. Channels of Virtual Collaboration

5-6b. Virtual Team Collaboration Tools

Chapter 6. Delivering Good- and Neutral-News Messages

6-1. Deductive Organizational Pattern

6-2. Good-News Messages

6-2a. Positive News

6-2b. Thank-You and Appreciation Messages

6-3. Routine Claims

6-3a. Claim Message

6-3b. Favorable Response to a Claim Message

6-4. Routine Requests

6-4a. Requests for Information

6-4b. Favorable Response to a Routine Request

6-4c. Positive Response to a Favor Request

6-4d. Form Messages for Routine Responses

6-5. Routine Messages About Orders and Credit

6-5a. Acknowledging Customer Orders

6-5b. Providing Credit Information

6-5c. Extending Credit

6-6. Procedural Messages

Chapter 7. Delivering Bad-News Messages

7-1. Choosing an Appropriate Channel and Organizational Pattern

7-1a. Channel Choice and Commitment to Tact

7-1b. Use of the Inductive Approach to Build Goodwill

7-1c. Exceptions to the Inductive Approach

7-2. Developing a Bad-News Message

7-2a. Writing the Introductory Paragraph

7-2b. Presenting the Facts, Analysis, and Reasons

7-2c. Writing the Bad-News Statement

7-2d. Offering a Counterproposal or “Silver Lining” Idea

7-2e. Closing Positively

7.3. Refusing A Request

7-4. Denying a Claim

7-5. Denying Credit

7-6. Delivering Constructive Criticism

7-7. Communicating Negative Organizational News

7-7a. Breaking Bad News

7-7b. Responding to Crisis Situations

Chapter 8. Delivering Persuasive Messages

8-1. Persuasion Strategies

8-1a. Plan Before You Write

8-1b. Use the Inductive Approach

8-1c. Apply Sound Writing Principles

8-2. Sales Messages

8-2a. Gain Attention

8-2b. Focus on a Central Selling Feature

8-2c. Use an Original Approach

8-2d. Generate Interest by Introducing the Product, Service, or Idea

8-2e. Create Desire by Providing Convincing Evidence

8-2f. Motivate Action

8-3. Persuasive Requests

8-3a. Making a Claim

8-3b. Asking a Favor

8-3c. Requesting Information

8-3d. Persuading Within an Organization

Part 4. Communication Through Reports and Business Presentations

Chapter 9. Understanding the Report Process and Research Methods

9-1. Characteristics of Reports

9-1a. Types of Reports

9-1b. Proposals

9-2. Basis for Reports: The Problem-Solving Process

9-2a. Recognizing and Defining the Problem

9-3. Selecting a Method of Gathering Information

9-3a. Secondary Research

9-3b. Primary Research

9-4. Collecting and Organizing the Data

9-4a. Collecting Secondary Data

9-4b. Collecting Data Through Surveys

9-4c. Avoiding Data-Gathering Errors

9-4d. Documenting Sources of Information

9-5. Arriving at an Answer

9-5a. Analyzing the Data

9-5b. Interpreting the Data

Chapter 10. Managing Data and Using Graphics

10-1. Communicating Quantitative Information

10-2. Using Graphics

10-2a. Effective and Ethical Use of Graphics

10-3. Types of Graphic Aids

10-3a. Tables

10-3b. Bar Charts

10-3c. Line Charts

10-3d. Pie Charts

10-3e. Maps

10-3f. Flowcharts

10-3g. Other Graphics

10-4. Including Graphics in Text

10-4a. Positioning Graphics in Text

Chapter 11. Organizing and Preparing Reports and Proposals

11-1. Parts of a Formal Report

11-1a. Preliminary Parts of a Report

11-1b. Report Text

11-1c. Report Addenda

11-2. Organization of Formal Reports

11-2a. Writing Convincing and Effective Reports

11-3. Choosing a Writing Style for Formal Reports

11-3a. Enhancing Credibility

11-4. Short Reports

11-4a. Memorandum, Email, and Letter Reports

11-4b. Form Reports

11-5. Proposals

11-5a. Proposal Structure

11-5b. Proposal Preparation

Chapter 12. Designing and Delivering Business Presentations

12.1. Planning an Effective Business Presentation

12-1a. Identify Your Purpose and Consider the Channel

12-1b. Know Your Audience and Consider the Context

12-2. Organizing The Content

12-2a. Introduction

12-2b. Body

12-2c. Closing

12-3. Designing Compelling Presentation Visuals

12-3a. Designing Presentation Visuals

12-3b. Adding Multimedia to PowerPoint Presentations

12-3c. Design Tips for Audience Handouts and Notes Pages

12-4. Refining Your Delivery

12-4a. Delivery Method

12-4b. Vocal Qualities

12-4c. Delivery Style

12.5. Adapting to Alternate Delivery Situations

12-5a. Culturally Diverse Audiences

12-5b. Team Presentations

12-5c. Distance Presentations

12-5d. Crisis Communication

Part 5. Communication for Employment

Chapter 13. Preparing Résumés and Application Messages

13-1. Preparing for the Job Search

13-1a. Gathering Essential Information

13-1b. Identifying Potential Career Opportunities

13-2. Planning a Targeted Résumé

13-2a. Standard Parts of a Résumé

13-2b. Types of Résumés

13-3. Preparing Résumés for Print and Electronic Delivery

13-3a. Preparing a Print (Designed) Résumé

13-3b. Preparing Electronic Résumé Submissions

13-4. Supplementing a Résumé

13-4a. Professional Portfolios

13-4b. Employment Videos

13-5. Composing Application Messages

13-5a. Persuasive Organization

13-5b. General Writing Guidelines

13-5c. Finishing Touches

Chapter 14. Interviewing for a Job and Preparing Employment Messages

14-1. Understanding Types of Employment Interviews

14-1a. Structured Interviews

14-1b. Unstructured Interviews

14-1c. Stress Interviews

14-1d. Series Interviews

14-1e. Phone Interviews

14-1f. Virtual Interviews

14-2. Preparing for an Interview

14-2a. Research the Company

14-2b. Study Yourself

14-2c. Plan Your Appearance

14-2d. Plan Your Time and Materials

14-2e. Practice

14-3. Conducting a Successful Interview

14-3a. The Opening Formalities

14-3b. The Information Exchange

14-3c. The Closing

14-3d. Additional Considerations for Phone Interviews

14-4. Preparing Other Employment Messages

14-4a. Application Forms

14-4b. Follow-Up Messages

14-4c. Thank-You Messages

14-4d. Job-Acceptance Messages

14-4e. Job-Refusal Messages

14-4f. Resignation Messages

14-4g. Recommendation Requests

Grammar & Usage Appendix

Style Appendix