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ISBN 10: 1305957961
ISBN 13: 9781305957961
Author: Mary Ellen Guffey, Dana Loewy
BUSINESS COMMUNICATION: PROCESS AND PRODUCT, 9E prepares readers for success in today’s digital workplace. This book introduces the basics of communicating effectively in the workplace, using social media in a professional environment, working in teams, becoming a good listener, and developing individual and team presentations. Authors Mary Ellen Guffey and Dana Loewy also offer a wealth of ideas for writing resumes and cover letters, participating in interviews, and completing follow-up activities. Optional grammar coverage in each chapter, including a comprehensive grammar guide in the end-of-book appendix, helps readers improve critical English language skills.
Business Communication Process & Product 9th Table of contents:
Unit 1. Communication Foundations
Chapter 1. Business Communication in the Digital Age
Communicating in the Digital World
Communication Skills: Your Pass to Success
Writing in the Digital Age
It’s Up to You: Communication Skills Can Be Learned
The Digital Revolution and You: Tools for Success in the 21st-Century Workplace
Why Should You Care?
Thinking Critically in the Digital Age
Managing Your Career Well: Guarding Your Credibility
Succeeding in an Improving but Competitive Job Market
How Your Education Drives Your Income
Trends and Challenges in the Information Age Workplace
Social Media and Changing Communication Technologies
Anytime, Anywhere: 24/7/365 Availability
The Global Marketplace and Competition
Shrinking Management Layers
Collaborative Environments and Teaming
Growing Workforce Diversity
Virtual and Nonterritorial Offices
Information Flow and Media Choices in Today’s Workplace
The Networked Workplace in a Hyperconnected World
Internal and External Communication
Media Richness and Social Presence
Formal Communication Channels
Informal Communication Channels
Ethics in the Workplace Needed More Than Ever
Defining Ethics
Doing What Ethical Communicators Do
Choosing Tools for Doing the Right Thing
Summary of Learning Outcomes
Critical Thinking
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 1
Chapter 2. Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills
Adding Value to Professional Teams
Impressing Digital-Age Employers
Excelling in Teams
Collaborating in Virtual Teams
Understanding the Four Phases of Team Development
Identifying Positive and Negative Team Behavior
Combating Groupthink
Reaching Group Decisions
Defining Successful Teams
Planning and Participating in Face-to-Face and Virtual Meetings
Making Face-to-Face Meetings Productive
Determining the Purpose of a Meeting
Managing the Meeting
Preparing for Virtual Meetings
Listening in the Workplace
Poor Listening Habits
Types of Workplace Listening
Improving Workplace Listening
Ten Keys to Building Powerful Listening Skills
Communicating Nonverbally
Your Body Sends Silent Messages
Time, Space, and Territory Send Silent Messages
Appearance Sends Silent Messages
Developing Professionalism and Business Etiquette Skills at the Office and Online
Understanding Professionalism and the Cost of Incivility
Gaining an Etiquette Edge in a Networked World
Summary of Learning Outcomes
Critical Thinking
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 2
Chapter 3. Intercultural Communication
The Growing Importance of Intercultural Communication
Markets Go Global
Major Trends Fuel Globalization
Domestic Workforce Is Becoming Increasingly Diverse
Culture and Communication
Characteristics of Culture
Dimensions of Culture
Becoming Interculturally Proficient
Strategies for Improving Intercultural Effectiveness
Successful Nonverbal Intercultural Communication
How Technology and Social Media Affect Intercultural Communication
Improving Conversations in Intercultural Environments
An Intercultural E-Mail Message That Misses the Mark
Culture and Ethical Business Practices
Doing Business Abroad
Antibribery Laws
Deciding Whose Ethics to Follow
Ethical Decision Making Across Borders
Workforce Diversity: Benefits and Challenges
Diversity and Its Advantages
Diversity and Discord
Improving Communication Among Diverse Workplace Audiences
Summary of Learning Outcomes
Critical Thinking
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 3
Unit 2. The Writing Process in the Digital Era
Chapter 4. Planning Business Messages
Understanding the Communication Process
Sender Has Idea
Sender Encodes Idea
Sender Selects Channel and Transmits Message
Receiver Decodes Message
Feedback Returns to Sender
Barriers That Create Misunderstanding
Overcoming Communication Obstacles
Using the 3-x-3 Writing Process as a Guide
Defining Your Business Writing Goals
Introducing the 3-x-3 Writing Process
Pacing the Writing Process
Analyzing and Anticipating the Audience
Determining Your Purpose
Anticipating and Profiling the Audience
Making Choices Based on the Audience Profile
Selecting the Best Channel
Using Expert Writing Techniques to Adapt to Your Audience
Spotlighting Audience Benefits
Developing the “You” View
Sounding Conversational but Professional
Being Positive Rather Than Negative
Expressing Courtesy
Employing Bias-Free Language
Preferring Plain Language and Familiar Words
Using Precise, Vigorous Words
Sharing the Writing in Teams
When Is Team Writing Necessary?
Why Are Team-Written Documents Better?
How Are Team-Written Documents Divided?
What Digital Collaboration Tools Support Team Writing?
How to Edit Team Writing Without Making Enemies
Summary of Learning Outcomes
Critical Thinking
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 4
Chapter 5. Organizing and Drafting Business Messages
Beginning With Research
What Are Informal Research Methods?
What Are Formal Research Methods?
Generating Ideas and Organizing Information
Brainstorming and Brainwriting
Crowdsourcing, Crowdstorming, and Crowdfunding
Grouping Ideas to Show Relationships
Organizing Ideas Into Strategies
Composing the First Draft With Effective Sentences
Achieving Variety With Four Sentence Types
Avoiding Three Common Sentence Faults
Favoring Short Sentences
Developing Business Writing Techniques
Emphasizing Important Ideas
Using the Active and Passive Voice Effectively
Developing Parallelism
Avoiding Dangling and Misplaced Modifiers
Building Well-Organized Paragraphs
Using the Direct Paragraph Plan to Define, Classify, Illustrate, or Describe
Using the Pivoting Paragraph Plan to Compare and Contrast
Using the Indirect Paragraph Plan to Explain and Persuade
Developing Paragraph Coherence
Controlling Paragraph Length
Summary of Learning Outcomes
Critical Thinking
Writing Improvement Exercises
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 5
Chapter 6. Revising Business Messages
Stopping to Revise: Applying Phase 3 of the Writing Process
Polishing Your Messages by Revising for Conciseness
Cutting Flabby Expressions
Ditching Long Lead-Ins
Purging there is/are and it is/was Fillers
Rejecting Redundancies
Editing Empty Words
Microblogging and Conciseness
Improving Message Clarity
Keep It Short and Simple
Slashing Trite Business Phrases
Cutting Clichés
Scrapping Slang and Buzzwords
Rescuing Buried Verbs
Restraining Exuberance
Applying Document Design to Enhance Readability
Employing White Space
Understanding Margins and Text Alignment
Choosing Appropriate Typefaces
Understanding Type Fonts, Sizes, and Listing Techniques
Numbering and Bulleting Lists for Quick Comprehension
Adding Headings for Visual Impact
Proofreading to Catch Errors
What to Watch for in Proofreading
How to Proofread Routine Documents
How to Proofread Complex Documents
Evaluating the Effectiveness of Your Message
Summary of Learning Outcomes
Critical Thinking
Writing Improvement Exercises
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 6
Unit 3. Workplace Communication
Chapter 7. Short Workplace Messages and Digital Media
Writing Digital Age E-Mail Messages and Memos
E-Mail: Love It or Hate It—But It’s Here to Stay
Why People Complain About E-Mail
Knowing When E-Mail Is Appropriate
Composing Professional E-Mails
Controlling Your Inbox
Replying Efficiently With Down-Editing
Writing Interoffice Memos
Workplace Messaging and Texting
The Technology Behind Instant Messaging and Texting
Impact of Instant Messaging and Texting
Best Practices for Instant Messaging and Texting
Text Messaging and Business Etiquette
Making Podcasts and Wikis Work for Business
Business Podcasts or Webcasts
Collaborating With Wikis
Blogging for Business
How Companies Blog
Blogging Best Practices: Seven Tips for Master Bloggers
Social Networking for Business
Tapping Into Social Media
Using Social Networking and Keeping Your Job
Summary of Learning Outcomes
Critical Thinking
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 7
Chapter 8. Positive Messages
Neutral and Positive Messages: The Writing Process
Phase 1: Analyzing, Anticipating, and Adapting
Phase 2: Researching, Organizing, and Drafting
Phase 3: Editing, Proofreading, and Evaluating
Routine Request, Response, and Instruction Messages
Writing Requests
Responding to Requests
Reacting to Customer Comments Online
Composing Instruction Messages
Direct Claims and Complaints
Stating a Clear Claim in the Opening
Explaining and Supporting a Claim
Concluding With an Action Request
Completing the Message and Revising
Posting Complaints and Reviews Online
Adjustment Messages
Revealing Good News Up Front
Explaining Compliance in the Body of an Adjustment Message
Deciding Whether to Apologize
Using Sensitive Language
Showing Confidence in the Closing
Goodwill Messages
Saying Thank You
Replying to Goodwill Messages
Expressing Sympathy and Sending Condolences
Using E-Mail for Goodwill Messages
Summary of Learning Outcomes
Critical Thinking
Writing Improvement Exercises
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 8
Chapter 9. Negative Messages
Communicating Negative News Effectively
Articulating Goals in Communicating Negative News
Applying the 3-x-3 Writing Process
Conveying Negative News Without Incurring Legal Liability
Analyzing Negative-News Strategies
When to Use the Direct Strategy
When to Use the Indirect Strategy
Keeping the Indirect Strategy Ethical
Composing Effective Negative Messages
Opening Indirect Messages With a Buffer
Apologizing
Showing Empathy
Presenting the Reasons
Cushioning the Bad News
Closing Pleasantly
Refusing Typical Requests and Claims
Rejecting Requests for Favors, Money, Information, and Action
Declining Invitations
Dealing With Disappointed Customers in Print and Online
Handling Problems With Orders
Announcing Rate Increases and Price Hikes
Denying Claims
Refusing Credit
Managing Bad News Within Organizations
Delivering Bad News in Person
Refusing Workplace Requests
Announcing Bad News to Employees and the Public
Saying No to Job Applicants
Summary of Learning Outcomes
Critical Thinking
Writing Improvement Exercises
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 9
Chapter 10. Persuasive and Sales Messages
Persuading Effectively and Ethically in the Contemporary Workplace
What Is Persuasion?
How Has Persuasion Changed in the Digital Age?
Applying the 3-x-3 Writing Process to Persuasive Messages
Blending Four Major Elements in Successful Persuasive Messages
Gaining Attention in Persuasive Messages
Building Interest in Persuasive Messages
Eliciting Desire and Reducing Resistance in Persuasive Requests
Prompting Action in Persuasive Messages
Being an Ethical Persuader
Writing Persuasive Requests, Making Claims, and Delivering Complaints
Writing Persuasive Requests
Writing Persuasive Claims
Composing Effective Complaints
Writing Persuasive Messages in Digital Age Organizations
Persuading Employees: Messages Flowing Downward
Persuading the Boss: Messages Flowing Upward
Creating Effective Sales Messages in Print and Online
Applying the 3-x-3 Writing Process to Sales Messages
Crafting Successful Sales Messages
Betting on Highly Targeted, Relevant Direct Mail
Considering the Value of Sales Letters
Writing Successful E-Mail Sales Messages
Writing Short Persuasive Messages Online
Developing Persuasive Press Releases
Summary of Learning Outcomes
Critical Thinking
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 10
Unit 4. Reports, Proposals, and Presentations
Chapter 11. Reporting in the Digital Age Workplace
Reporting in the Digital Age Workplace
Basic Report Functions
Organizational Strategies
Informal and Formal Writing Styles
Typical Report Formats
Applying the 3-x-3 Writing Process to Contemporary Reports
Analyzing the Problem and Purpose
Anticipating the Audience and Issues
Preparing a Work Plan
Identifying Secondary Sources and Conducting Primary Research
Locating Secondary Sources
The Web
Conducting Primary Research
Documenting Information
The Purposes of Documentation
Intellectual Theft: Plagiarism
Academic Documentation and Business Practices
What to Document
Good Research Habits
The Fine Art of Paraphrasing
When and How to Quote
Copyright Information
Citation Formats
Creating Effective Graphics
Matching Graphics and Objectives
Incorporating Graphics in Reports
Summary of Learning Outcomes
Critical Thinking
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 11
Chapter 12. Informal Business Reports
Analyzing Digital Age Data
Tabulating and Analyzing Data
Drawing Conclusions and Making Recommendations
Analyzing Data to Arrive at Conclusions
Preparing Report Recommendations
Moving From Findings to Recommendations
Organizing Data
Ordering Information Logically
Providing Reader Cues
Writing Short Informational Reports
Summaries
Effective Document Design
Periodic (Activity) Reports
Trip, Convention, and Conference Reports
Progress and Interim Reports
Investigative Reports
Preparing Short Analytical Reports
Justification/Recommendation Reports
Feasibility Reports
Yardstick Reports
Summary of Learning Outcomes
Critical Thinking
Activities
Self-Contained Report Activities
Test Your Etiquette IQ
Grammar and Mechanics | Review 12
Chapter 13. Proposals, Business Plans, and Formal Business Reports
Writing Informal Proposals
Components of Informal Proposals
Preparing Formal Proposals
Components of Formal Proposals
Grant Proposals
Creating Effective Business Plans
Components of Typical Business Plans
Sample Business Plans on the Web
Writing Formal Business Reports
Front Matter Components of Formal Business Reports
Body and Back Matter Components of Formal Business Reports
Final Writing Tips
Putting It All Together
Summary of Learning Outcomes
Critical Thinking
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 13
Chapter 14. Business Presentations
Creating Effective Business Presentations
Speaking Skills and Your Career
Understanding Presentation Types
Knowing Your Purpose
Knowing Your Audience
Connecting With Audiences by Organizing Content and Using Visual Aids
Capturing Attention in the Introduction
Organizing the Body of the Presentation
Summarizing in the Conclusion
Establishing Audience Rapport
Understanding Contemporary Visual Aids
Preparing Engaging Multimedia Presentations
Applying the 3-x-3 Writing Process to Multimedia Presentations
Analyzing the Situation and Purpose
Adjusting Slide Design to Your Audience
Building Your Business Presentation
Preparing and Anticipating
Seven Steps to a Powerful Multimedia Presentation
Polishing Your Delivery and Following Up
Choosing a Delivery Method
Combating Stage Fright
Before Your Presentation
During Your Presentation
After Your Presentation
Developing Intercultural and Team Presentations
Adapting Presentations to Intercultural Audiences
Preparing Collaborative Presentations With Teams
Improving Speaking Skills for Effective Phone Calls
Making Telephone Calls Professionally
Receiving Telephone Calls Professionally
Using Smartphones for Business
Making the Best Use of Voice Mail
Summary of Learning Outcomes
Critical Thinking
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 14
Unit 5. Employment Communication
Chapter 15. The Job Search, Résumés, and Cover Letters in the Digital Age
Job Searching in the Digital Age
Using Technology to Aid Your Job Search
Launching Your Job Search With Self-Analysis
Evaluating Your Qualifications
Investigating Career Opportunities
Developing a Job-Search Strategy Focused on the Open Job Market
Searching the Open Job Market
Unlocking the Hidden Job Market With Networking
Building a Personal Network
Targeting Social Media in a Job Search
Creating Your Personal Brand
Customizing Your Résumé
Choosing a Résumé Style
Organizing Your Information Into Effective Résumé Categories
Preparing a LinkedIn Résumé
Résumé Gallery
Polishing Your Résumé and Keeping It Honest
Proofreading Your Résumé
Enhancing Your Job Search With Today’s Digital Tools
Maximizing the Rank of Your Résumé
Showcasing Your Qualifications in a Career E-Portfolio
Expanding Your Employment Chances With a Video Résumé
How Many Résumés and What Format?
Submitting Your Résumé
Cover Messages–Do They Still Matter?
Creating a Customized Cover Message
Gaining Attention in the Opening
Promoting Your Strengths in the Message Body
Motivating Action in the Closing
Sending Your Résumé and Cover Message
Final Tips for Successful Cover Messages
Summary of Learning Outcomes
Critical Thinking
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 15
Chapter 16. Interviewing and Following Up
Interviewing Effectively in Today’s Competitive Job Market
Purposes and Sequencing of Employment Interviews
Screening Interviews
Hiring/Placement Interviews
Before the Interview
Ensuring Professional Phone Techniques
Making the First Conversation Impressive
Researching the Target Company
Rehearsing Success Stories
Cleaning Up Digital Dirt
Dressing for, Traveling to, and Arriving at Your Interview
Fighting Fear
During the Interview
Sending Positive Nonverbal Messages and Acting Professionally
Preparing to Answer Interview Questions
Questions to Get Acquainted
Questions to Gauge Your Interest
Questions About Your Experience and Accomplishments
Questions About the Future
Challenging Questions
Questions About Salary
Situational Questions
Behavioral Questions
Illegal and Inappropriate Questions
Asking Your Own Questions
Ending Positively
After the Interview
Sending a Thank-You Message
Contacting Your References
Following Up
Preparing Additional Employment Documents
Application Form
Application or Résumé Follow-Up Message
Rejection Follow-Up Message
Job Acceptance and Rejection Message
Resignation Letter
Summary of Learning Outcomes
Critical Thinking
Activities
Test Your Etiquette IQ
Chat About It
Grammar and Mechanics | Review 16
Appendix A. Document Format Guide
Appendix B. Documentation Formats
Appendix C. Correction Symbols and Proofreading Marks
Appendix D. Grammar and Mechanics Guide
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Tags: Mary Ellen Guffey, Dana Loewy, Business Communication