Test bank for Business Communication In Person In Print Online 10th Edition by Amy Newman
Test bank for Business Communication In Person In Print Online 10th Edition by Amy Newman
Discover a realistic approach to communication in today’s organizations with BUSINESS COMMUNICATION: IN PERSON, IN PRINT, ONLINE, 10E. You learn today’s most important business communication concepts in detail and within the context of how communication happens in organizations today. Company examples and situations demonstrate how principles work in the real business world. In addition to refining core written and oral communication skills, you learn to navigate complex relationships and use current, sophisticated technologies. You master the skills to create PowerPoint® decks, manage your online reputation with LinkedIn and other tools, engage customers using social media, lead web meetings and conference calls, and more. With self-reflection questions throughout the book, you develop a deeper understanding of yourself and how to communicate most effectively to reach your personal and professional goals.
- Brief Contents
- Contents
- About Amy Newman
- Acknowledgments
- Part 1: Foundations of Business Communication
- Chapter 1: Understanding Business Communication
- 1-1 Communicating In Organizations
- 1-1a Employers’ Perspective
- 1-1b Personal Perspective
- 1-2 The Components Of Communication
- 1-2a The Communication Model
- Communication Need
- Sender
- Message
- Audience
- Response
- The Dynamic Nature Of Communication
- 1-2b Directions of Communication
- The Formal Communication Network
- The Informal Communication Network
- 1-3 Communication Barriers
- 1-3a Verbal Barriers
- Inadequate Knowledge Or Vocabulary
- Differences In Interpretation
- Language Differences
- Inappropriate Use Of Expressions
- Overabstraction And Ambiguity
- Polarization
- 1-3b Nonverbal Barriers
- Inappropriate Or Conflicting Signals
- Differences In Perception
- Inappropriate Emotions
- Distractions
- 1-4 Communication Media Choices
- 1-4a Traditional Communication Channels
- Traditional Written Communication
- Traditional Oral Communication
- 1-4b Technology-Based Communication Media
- Email, Phone, Voice Mail
- Instant And Text Messaging
- Social Media
- 1-4c Choosing Communication Media
- 1-4d Convergence of Communication Media
- 1-5 Potential Legal Consequences Of Communication
- 1-6 Ethics And Communication
- 1-6a What Affects Ethical Behavior
- 1-6b Ethics Pays
- 1-6c Framework for Ethical Decision Making
- 1-7 Introducing the 3Ps (Purpose, Process, Product) Model
- Chapter 2: Team And Intercultural Communication
- 2-1 Work Team Communication
- 2-1a The Variables of Group Communication
- 2-1b Initial Group Goals
- 2-1c Constructive Feedback
- Acknowledge The Need For Feedback
- Give Both Positive And Negative Feedback
- 2-1d Conflict Resolution
- 2-1e The Ethical Dimension of Team Communication
- 2-2 Collaboration On Team Writing Projects
- 2-2a Applying Strategies for Team Writing
- 2-2b Commenting on Peers’ Writing
- 2-2c Using Technology for Work in Teams
- 2-3 Intercultural Communication
- 2-3a Cultural Differences
- 2-3b Group-Oriented Behavior
- 2-3c Strategies for Communicating Across Cultures
- Maintain Formality
- Show Respect
- Communicate Clearly
- 2-4 Diversity And Inclusion Within The United States
- 2-4a The Value of Diversity
- 2-4b Diversity of Thought
- 2-4c Strategies for Communicating Across Differences
- Race And Ethnicity
- Sex And Gender Identity
- Age
- Sexual Orientation
- Ability
- Religion
- Income Level Or Socioeconomic Status
- Other Characteristics
- 2-4d Offending and Taking Offense
- Chapter 3: Interpersonal Communication Skills
- 3-1 Nonverbal Communication
- 3-1a Body Movement
- 3-1b Physical Appearance
- 3-1c Voice Qualities
- 3-1d Time
- 3-1e Touch
- 3-1f Space and Territory
- 3-2 Listening And Empathy
- 3-2a The Value of Listening and Empathy
- 3-2b The Problem of Poor Listening Skills
- 3-2c Keys to Better Listening
- Give The Speaker Your Undivided Attention
- Stay Open-Minded
- Don’t Interrupt
- Involve Yourself
- Respond By Paraphrasing Or Reflecting
- 3-3 Social Media For Building Business Relationships
- 3-3a Engaging Customers Online
- 3-3b Engaging Employees Online
- 3-4 Voice And Text Messaging
- 3-5 Business Meetings
- 3-5a Determining the Meeting Format
- The Case For Face-to-Face
- Considering Alternatives
- 3-5b Planning the Meeting
- Identify Your Purpose
- Determine Whether A Meeting Is Necessary
- Decide Who Should Attend
- Prepare An Agenda
- Arrange Logistics
- 3-5c Facilitating the Meeting
- Follow The Agenda
- Encourage Participation And Facilitate Discussion
- Participate In The Meeting
- Follow Up After The Meeting
- Part 2: Developing Your Business Writing Skills
- Chapter 4: The Writing Process
- 4-1 An Overview Of The Writing Process
- 4-2 Audience Analysis
- 4-2a Who Is the Primary Audience?
- 4-2b What Is Your Relationship with the Audience?
- 4-2c How Will the Audience Likely React?
- 4-2d What Does the Audience Already Know?
- 4-2e What Is Unique About the Audience?
- 4-2f Example of Audience Analysis
- 4-3 Planning
- 4-3a Purpose
- 4-3b Content
- 4-3c Organization
- 4-4 Drafting
- 4-4a Letting Go
- 4-4b Overcoming Writer’s Block
- 4-5c Writing for Different Media
- Writing Email Messages
- Writing Memos
- Writing Letters
- Writing For The Web
- 4-5 Revising
- 4-5a Revising for Content
- 4-5b Revising for Style
- 4-5c Revising for Correctness
- 4-6 Proofreading
- Chapter 5: Improving Your Writing Style
- 5-1 What Do We Mean by Style?
- 5-2 Choosing The Right Words
- 5-2a Write Clearly
- Be Accurate And Complete
- Use Familiar Words
- Use Specific, Concrete Language
- Avoid Dangling Expressions
- Avoid Clichés, Slang, And Unnecessary Jargon
- 5-2b Write Concisely
- Avoid Redundancy And Wordy Expressions
- Avoid Hidden Verbs And Hidden Subjects
- 5-3 Writing Effective Sentences
- 5-3a Use a Variety of Sentence Types
- Simple Sentences
- Compound Sentences
- Complex Sentences
- Sentence Variety
- 5-3b Use Active and Passive Voice Appropriately
- 5-3c Use Parallel Structure
- 5-4 Developing Logical Paragraphs
- 5-4a Keep Paragraphs Unified and Coherent
- Unity
- Coherence
- 5-4b Control Paragraph Length
- 5-5 Creating An Appropriate Tone
- 5-5a Write Confidently
- 5-5b Use a Courteous and Sincere Tone
- 5-5c Use Appropriate Emphasis and Subordination
- 5-5d Use Positive Language
- 5-5e Stress the “You” Attitude
- Part 3: Written Messages
- Chapter 6: Neutral And Positive Messages
- 6-1 Types Of Neutral And Positive Messages
- 6-1 Planning A Neutral Or Positive Message
- 6-3 Organizing A Neutral Message
- 6-3a Major Idea First
- 6-3b Explanation and Details
- 6-3c Friendly Closing
- 6-4 Sending Instant Messages For Neutral Messages
- 6-5 Responding To A Neutral Message
- 6-6 Composing Goodwill Messages
- 6-6a Recognition Notes
- 6-6b Congratulatory Notes
- 6-6c Thank-You Notes
- 6-6d Sympathy Notes
- 6-7 Addressing Customer Comments Online
- 6-7a Deciding Whether to Respond
- 6-7b Responding to Positive Reviews
- 6-7c Anticipating Customer Needs Online
- Chapter 7: Persuasive Messages
- 7-2 Analyzing Your Audience
- 7-2a Knowing Your Audience
- 7-2b Applying Persuasion Principles
- Ethos: Appeal Based On Credibility
- Pathos: Appeal Based On Emotion
- Logos: Appeal Based On Logic
- Ethical Persuasion
- 7-3 Writing A Short Persuasive Message
- 7-3a Determining How to Start the Message
- 7-3b Capturing the Reader’s Attention
- 7-3c Justifying Your Idea or Request
- 7-3d Dealing with Obstacles
- 7-3e Motivating Action
- 7-4 Writing A Sales Letter
- 7-4a Selecting a Central Selling Theme
- 7-4b Gaining the Reader’s Attention
- 7-4c Creating Interest and Building Desire
- Interpreting Features
- Using Vivid Language And Graphics
- Using Objective, Ethical Language
- Mentioning Price
- Referring To Enclosures
- 7-4d Motivating Action
- 7-5 Writing And Responding To Negative Customer And Public Feedback
- 7-5a Writing Complaints and Online Reviews
- 7-5b Responding to Negative Feedback
- Addressing Negative Reviews And Other Feedback
- Handling Crisis Situations
- Chapter 8: Bad-News Messages
- 8-1 Planning The Bad-News Message
- 8-1a Communication Context
- 8-1b Audience Analysis
- 8-1c Media Choice
- 8-2 Components Of Bad-News Messages
- 8-2a Organizing the Message
- 8-2b Explaining the Decision
- 8-2c Giving the Bad News
- 8-2d Closing the Message
- 8-3 Composing Bad-News Replies
- 8-3a Rejecting an Idea
- 8-3b Refusing a Favor
- 8-3c Refusing a Customer Request
- 8-3d Declining a Job Offer
- 8-3e Turning Down a Job Candidate
- 8-4 Announcing Bad News
- 8-4a Bad News About Normal Operations
- 8-4b Bad News About the Organization
- 8-4c Bad News About Jobs
- 8-5 Giving And Receiving Constructive Performance Feedback
- 8-5a Giving Constructive Feedback
- 8-5b Receiving Constructive Feedback
- Part 4: Report Writing
- Chapter 9: Planning The Report And Managing Data
- 9-1 Who Reads And Writes Reports
- 9-2 Finding Sources For Your Report
- 9-2a Identifying Types of Data
- 9-2b Searching for Relevant Sources
- 9-2c Evaluating Sources of Information
- Evaluating Internet Resources
- Evaluating Research Studies
- 9-3 Collecting Data Through Questionnaires
- 9-3a Constructing the Questionnaire
- 9-3b Writing the Cover Letter or Email
- 9-4 Displaying Quantitative Information
- 9-4a Constructing Tables
- Cross-Tabulation Analysis
- Arranging Data In Tables
- 9-4b Preparing Charts
- Designing Simple, Clear Charts
- Choosing An Appropriate Chart Type
- 9-4c Creating Infographics
- 9-5 Interpreting Data
- 9-5a Making Sense of the Data
- 9-5b Considering the Ethical Dimension
- Chapter 10: Writing The Report
- 10-1 Planning The Report
- 10-1a Selecting a Report Format
- 10-1b Organizing the Report
- Findings, Conclusions, And Recommendations
- Organizational Strategies For Findings
- 10-1c Outlining the Report
- Generic Headings And Message Titles
- Parallelism
- Length And Number Of Headings
- Balance
- 10-2 Drafting The Report
- 10-2a Drafting the Body
- Introduction
- Findings
- Summary, Conclusions, And Recommendations
- 10-2b Drafting Supplementary Sections
- Title Page
- Cover Letter, Memo, Or Email
- Executive Summary
- Table Of Contents
- Appendix
- References
- 10-3 Developing An Effective Writing Style
- 10-3a Tone
- 10-3b Pronouns
- 10-3c Verb Tense
- 10-3d Emphasis and Subordination
- 10-3e Coherence
- 10-4 Documenting Your Sources
- 10-4a Why We Document Sources
- 10-4b What Has to Be Documented
- 10-4c How to Document Sources
- Footnotes And Endnotes
- Author-Date Format
- 10-4d Distortion by Omission
- 10-5 Designing, Formatting, And Refining The Report
- 10-5a Designing and Formatting Text-Based Reports
- Graphics
- Spacing And Fonts
- Headers, Footers, And Page Numbers
- 10-5b Designing and Formatting PowerPoint Reports
- Graphics
- Fonts, Spacing, And Page Numbers
- 10-5c Refining Your Report
- Revising
- Proofreading
- Part 5: Oral and Employment Communication
- Chapter 11: Oral Presentation
- 11-1 The Role Of Business Presentations
- 11-2 Planning The Presentation
- 11-2a Purpose
- 11-2b Audience Analysis
- 11-2c Delivery Method
- Impromptu And Extemporaneous Presentations
- Scripted And Memorized Presentations
- 11-3 Organizing The Presentation
- 11-3a The Opening
- 11-3b The Body
- Choose A Logical Sequence
- Establish Your Credibility
- Manage Negative Information
- 11-3c The Ending
- 11-3d Humor in Business Presentations
- 11-4 Planning Team And Online Presentations
- 11-4a Team Presentations
- Achieving Coherence
- Practicing The Team Presentation
- 11-4b Online Presentations
- 11-5 Developing Visual Support For Business Presentations
- 11-5a Creating Presentation Slides
- Present Your Main Points Clearly
- Make Your Presentation Easy To Follow
- Choose An Attractive, Appropriate Design
- Replace Text With Graphics
- Write Simply And Clearly
- 11-5b Using Presentation Slides
- 11-5c Using Video
- 11-5d Creating and Using Handouts
- 11-6 Practicing And Delivering The Presentation
- 11-6a Practicing the Presentation
- 11-6b Delivering the Presentation
- Managing Speech Anxiety
- Responding To Questions And Feedback
- Chapter 12: Employment Communication
- 12-1 Putting Your Best Self Forward
- 12-2 Preparing Your Résumé
- 12-2a Résumé Length
- 12-2b Résumé Format
- 12-2c Résumé Content
- Identifying Information
- Job Objective
- Education
- Work Experience
- Other Relevant Information
- Keywords
- 12-3 Managing Your Online Image
- 12-3a Your Online Reputation
- 12-3b LinkedIn
- 12-3c Creative Résumés
- 12-4 Writing Cover Letters And Inquiry Emails
- 12-4a Cover Letters
- Address And Salutation
- Opening
- Body
- Closing
- 12-4b Inquiry Emails
- 12-5 Preparing For A Job Interview
- 12-5a Researching the Organization
- 12-5b Practicing Interview Questions
- Standard Interviews
- Behavioral Interviews
- Case Interviews
- Stress Interviews
- 12-5c Managing a Video or Phone Interview
- 12-5d Preparing Your Own Questions
- 12-6 Conducting Yourself During And After The Interview
- 12-6a Dressing for Success
- 12-6b Acting Professionally
- 12-6c Demonstrating Confidence and Focusing on Your Qualifications
- 12-6d Preparing for Multiple Interviewers
- 12-6e Assessing Yourself and the Company
- 12-6f Following Up Throughout the Process
- 12-7 Practicing Business Etiquette
- 12-7a Meeting and Greeting
- 12-7b Dining
- Before The Meal
- During The Meal
- After The Meal
- 12-7c Giving Gifts
- 12-7d Working in an Office
- Reference Manual
- A: Language Arts Basics
- Lab 1: Parts Of Speech
- Application
- Lab 2: Punctuation—Commas
- Commas Used Between Expressions
- Commas Used After Expressions
- Commas Used Before and After Expressions
- Application
- Lab 3: Punctuation—Other Marks
- Hyphens
- Semicolons
- Colons
- Apostrophes
- Periods
- Quotation Marks
- Italics (or Underlining)
- Ellipses
- Application
- Lab 4: Grammar
- Complete Sentences
- Modifiers (Adjectives and Adverbs)
- Agreement (Subject/Verb/Pronoun)
- Case
- Application
- Lab 5: Mechanics
- Abbreviations
- Capitalization
- Numbers
- Spelling
- Word and Paragraph Division
- Application
- Lab 6: Word Usage
- Application
- B: Formatting Business Documents
- Formatting Letters And Memos
- Letter and Punctuation Styles
- Stationery and Margins
- Required Letter Parts
- Optional Letter Parts
- Memo Header Format
- Formatting Reports
- C: Common Types Of Reports
- Periodic Reports
- Routine Management Reports
- Compliance Reports
- Progress Reports
- Proposals
- Project Proposals
- Research Proposals
- Policies And Procedures
- Policy
- Procedure
- Situational Reports
- D: Glossary
- Index
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