Test Bank for BCOM 10th Edition by Carol Lehman, Debbie DuFrene – Ebook PDF Instant Download/Delivery: 8214338149 , 9798214338149
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ISBN 10: 8214338149
ISBN 13: 9798214338149
Author: Carol Lehman, Debbie DuFrene
Learn business communications YOUR way with Lehman/DuFrene/Walker’s BCOM, 10E from 4LTR Press. This inviting, easy-reference textbook and online digital learning support guide you through mastering today’s business communication concepts and skills. Visually engaging chapters offer helpful study tools like Chapter Review Cards that consolidate review material into a ready-made study tool.
BCOM 10th Table of contents:
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
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