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[To register for Bovée & Thill’s Real-Time Updates service at http://rtu.businesscommunicationnetwork.com/ use resources as the password] Chapter Guides This section provides information about the chapters in the textbook and suggested solutions and answers for the activities. Each Chapter Guide includes […]

1: Professional Communication in a Digital, Social, Mobile World 1-1 TEST YOUR KNOWLEDGE 1.1. Your communication skills will benefit you in the following ways: Promoting your ideas to colleagues, bosses, investors, and customers Gaining a competitive advantage in the job […]

Part 4: Crafting Brief Messages During the writing segment of this course, some of your students may express an instinctive dislike for the idea of using “patterns,” feeling that they are somehow imitative or impersonal. You might lessen their reservations […]

10: Writing Routine and Positive Messages 10-1 [LO-2] AACSB: Written and oral communication 10.1. Message Strategies: Requesting an Adjustment Note: Assuming that a fair adjustment will be made, the writer uses the organization plan for a direct request. The first […]

10: Writing Routine and Positive Messages 10-1 10.1. Message strategies: Requesting an Adjustment Note: The customer has a strong basis for an adjustment here, To: support@songthrong.com [subject line]: Request for full refund on account number 209847 I have been a […]

TEST YOUR KNOWLEDGE 11.1. You should adapt your medium and your tone to the audience’s needs and preferences in order to 11.2. You should avoid offering explanations in negative messages when that information is confidential, excessively complicated, or irrelevant to […]

11: Writing Negative Messages 11-1 IMPORTANT NOTICE TO OUR CUSTOMERS: We regret to announce that due to unforeseen circumstances, the “Friends and Family” free iced drink promotion has been suspended indefinitely. Starbucks can no longer honor the online coupons and […]

Chapter 12: Writing Persuasive Messages This chapter completes the section on brief message types with a look at persuasive messages, which we divide into persuasive business messages and marketing and sales messages. Key points for both categories including learning how […]

TEST YOUR KNOWLEDGE 12.1. To build credibility with an audience when planning a persuasive message, the communicator can use communication (See MyBCommLab for additional insights) 12.2. The AIDA model stands for (1) attention, (2) interest, (3) desire, and (4) action. […]

12: Writing Persuasive Messages 12-1 [LO-2] AACSB: Written and oral communication 12.1. Message Strategies: Requests for Action Note: This is a moderately complicated request that needs to come across as being in the company’s best interest and not the complaint […]

Part 5: Reports and Proposals This three-chapter part starts with a dedicated chapter on finding, processing, and communicating information in today’s technology-driven environment. The next two chapters focus on reports and proposals, the major leagues of business communication. These are […]

13: Finding, Evaluating, and Processing Information 13-1 TEST YOUR KNOWLEDGE 13.1. The five steps are: (1) plan your research; (2) locate the data and information you need; (3) 13.2. The purpose of information gap analysis is to identify research needs […]

Chapter 14: Planning Reports and Proposals This chapter, the first of two on preparing reports and presentations, investigates the various tasks involved in planning longer documents. It starts with an overview of how to adapt the three-step process to reports […]

14: Planning Reports and Proposals 14-1 TEST YOUR KNOWLEDGE 14.1. Informational reports confine themselves to the delivery of information, whereas analytical Written and oral communication 14.2. A statement of purpose clearly defines why a report is being written. [LO-1] AACSB: […]

Chapter 15: Writing and Completing Reports and Proposals This chapter addresses the writing and completing steps of the three-step process for reports and proposals. Students will learn how to compose effective content for these longer documents and produce professional-quality formal […]

APPLY YOUR KNOWLEDGE 15.1. This reporting scenario presents a couple of dilemmas: How much information do employees really have a right to know about the performance of their own managers and other managers in the company, and how much do […]

15: Writing and Completing Reports and Proposals 15-1 [LO-2] AACSB: Analytical thinking 15.1. Message Strategies: Analytical Reports Students should get creative with this one and identify as many ways as possible to increase poetry sales. However, the report should be […]

Part 6: Developing and Delivering Business Presentations In Part 6, students learn how to plan effective presentations, overcome the anxieties that every speaker feels, respond to questions from the audience, and embrace the Twitter-enabled backchannel. They will find some tips […]

Building Your Credibility In addition to grabbing the audience’s attention, your introduction needs to establish your credibility. Techniques for building credibility vary, depending on whether you will be introducing yourself or having someone else introduce you. If another person will […]

16: Developing Presentations in a Social Media Environment 16-1 TEST YOUR KNOWLEDGE 16.1. Presentations offer important opportunities to put all your communication skills on display, including research, planning, writing, visual design, and interpersonal and nonverbal thinking (See MyBCommLab for additional […]

Chapter 17: Enhancing Presentations with Slides and Other Visuals This chapter completes the coverage of presentations with advice on creating effective presentation slides and supporting materials such as handouts. CHAPTER OUTLINE Planning Your Presentation Visuals Selecting the Type of Visuals […]

17: Enhancing Presentations with Slides and Other Visuals 17-1 TEST YOUR KNOWLEDGE 17.1. Options for visual aids include: [LO-1] AACSB: Information technology 17.2. The potential disadvantages of Prezi-style presentations include fewer design options, the chance of viewers “losing the plot” […]

Part 7: Writing Employment Messages and Interviewing for Jobs This final part of the text is perhaps the most personally important to students: putting their communication skills to work in pursuit of fulfilling jobs and successful careers. Chapter 18 addresses […]

Section 3: Writing a Résumé Learning Objective 3: Describe the tasks involved in writing your résumé, and list the major sections of a traditional résumé. Note: Figures 18.4 through 18.6 show students how to apply this résumé-writing advice to three […]

18: Building Careers and Writing Résumés 18-1 TEST YOUR KNOWLEDGE needs. [LO-1] AACSB: Application of knowledge 18.2. The employment process can consume many hours of your time over weeks or months, so organizing your efforts in a logical, careful manner […]

Chapter 19: Applying and Interviewing for Employment This final chapter completes the discussion of employment communication, addressing the written communications needed before and after interviewing, along with the interviewing process. CHAPTER OUTLINE Submitting Your Résumé Writing Application Letters Getting Attention […]

Section 3: Preparing for a Job Interview Learning Objective 3: List six tasks you need to complete to prepare for a successful job interview. Preparation for interviewing will help you feel more confident and perform better under pressure, and preparation […]

19: Applying and Interviewing for Employment 19-1 TEST YOUR KNOWLEDGE 19.1. Note: In early printings of the 14th Edition, Questions 19.1 and 19.3 were essentially identical. Here is a replacement for Question 19.1, along with its answer. 19.1 How does […]

Chapter 2: Collaboration, Interpersonal Communication, and Business Etiquette Chapter 2 explores multiple aspects of interpersonal communication: communicating in teams, collaborating on communication efforts, making meetings more productive, using meeting technologies, and improving the skills involved in listening, nonverbal communication, and […]

Section 3: Making Your Meetings More Productive Learning Objective 3: List the key steps needed to ensure productive team meetings. Well-run meetings can help you: Solve problems Develop ideas Identify opportunities Meetings are unproductive when they: Wander off the subject […]

2: Collaboration, Interpersonal Communication, and Business Etiquette 2-1 TEST YOUR KNOWLEDGE 2.1. Few activities in business today are the sole focus of a single individual, so successful teamwork is vital to virtually everything a company does. Even individual salespeople who […]

Chapter 3: Communication Challenges in a Diverse, Global Marketplace Chapter 3 explores the opportunities and challenges that a diverse business environment presents to today’s professional communicators, including the importance of developing cultural competency and recognizing all the dimensions of diversity. […]

3: Communication Challenges in a Diverse, Global Marketplace 3-1 TEST YOUR KNOWLEDGE 3.1. The potential advantages of a diverse workforce include a broader range of viewpoints and ideas, improved ability to understand and identify with diverse markets, and the opportunity […]

Part 2: Applying the Three-Step Writing Process Chapters 4, 5, and 6 introduce the three-step writing process, giving students three full chapters of practice. These chapters deal with the fundamentals of crafting messages, including audience analysis, organization, style, tone, and […]

TEST YOUR KNOWLEDGE 4.1. The three steps are (1) planning, (2) writing, and (3) completing business messages. [LO-1] AACSB: 4.2. Careful planning helps you !nd and assemble the facts they’re looking for and to deliver that information in a concise […]

Chapter 5: Writing Business Messages Chapter 5 continues the discussion of the three-step writing process with the writing step. The two tasks covered here are adapting to your audience (including being sensitive to audience needs, building strong relationships, and controlling […]

5: Writing Business Messages 5-1 TEST YOUR KNOWLEDGE 5.1. The “you” attitude is not simply a matter of using one pronoun rather than another; it’s a matter of communication (See MyBCommLab for additional insights) 5.2. Establishing credibility with an audience […]

Chapter 6: Completing Business Messages This chapter wraps up the section on the three-step writing process by covering the tasks involved in completing a message: revising, producing, proofreading, and distributing messages. It includes advice on evaluating, editing, and revising the […]

6: Completing Business Messages 6-1 TEST YOUR KNOWLEDGE 6.1. The three main tasks involved in revising a business message are (1) evaluating content and organization, 6.2. The two primary responsibilities one has when editing or revising the work of another […]

Part 3: Digital, Social, and Visual Media Students might find this to be one of the more interesting phases of the course because it shows them how business professionals use many of the same media they use, from Twitter to […]

7: Digital Media 7-1 TEST YOUR KNOWLEDGE 7.1. Printed messages are usually preferable over electronic alternatives when you: (1) want to make a formal [LO-1] AACSB: Information technology 7.2. Orientations don’t give away the key points in a collection of […]

Chapter 8: Social Media The chapter continues the discussion of media options with a look at digital platforms that have a significant social component: social networks, information- and content-sharing sites, blogs, microblogs, and wikis. CHAPTER OUTLINE Writing Strategies for Social […]

8: Social Media 8-1 TEST YOUR KNOWLEDGE 8.1. Straighorward, informative headlines are usually better for social media than headlines with Information technology 8.2. A community of practice is a group of people who engage in similar work. [LO-2] AACSB: Information […]

Chapter 9: Visual Media This chapter introduces students to visual communication, including the principles of visual design, the full range of charts and graphs, tips for integrated visuals with text, and the production of business video. CHAPTER OUTLINE Understanding Visual […]

9: Visual Media 9-1 TEST YOUR KNOWLEDGE 9.1. Simplicity in visuals is important because it can help enhance the reception and understanding of 9.2. The “five Cs” to consider when deciding which points to illustrate are clear, complete, concise, connected, […]

A recent survey of hiring professionals revealed that A) most employers understand that candidates may need to answer their mobile phones during the interview, and that doing so has no effect on the outcome. B) candidates who answer mobile phone […]

What should be done if you are unsure of the types of information the audience will need from you? A) Ask them B) Follow their blogs C) Access the knowledge management system D) Cover all key points in detail E) […]

What should be considered when adding a page or an article to an existing wiki? A) How the article can be used to generate new followers B) Specific and clear headings C) How many subpages will be added D) How […]

In order to help your readers understand and accept your message A) use headings and links. B) include smooth transitions. C) provide previews and reviews. D) do all of the above. When you’re participating in a video interview with a […]

Using the list below, identify the question that would be lawful for an employer to ask during a job interview. A) Did you graduate from high school? B) What is your maiden name? C) Do you have physical or mental […]

A justification report is an internal report designed to persuade top management to approve a proposed investment or project. Improving your communication skills may be the single most important step you can take in your career. TRUE Explanation: The world […]

Which of the following is considered to be the most important step in preparing to respond to negative information on social media? A) Monitor the conversation before responding B) Evaluate negative messages before responding C) Respond quickly and ethically D) […]

If you devote sufficient time to planning a business message before you begin writing it, you can expect all of the following outcomes EXCEPT A) expediting the writing process. B) avoiding embarrassing blunders. C) experiencing extra work and stress in […]

Which of the following should be avoided when closing a negative news message? A) Optimism B) Uncertain conclusions C) Final decisions D) Sincerity E) Available alternatives Which of the following is the most fundamental design choice to make when creating […]

________ is the biggest potential disadvantage of using Keynote or PowerPoint to design presentation slides if you want to be able to be flexible with your information during the presentation. A) The steep learning curve B) The linear nature of […]

Which of the following should be in the middle section of an application letter that follows the AIDA plan to build interest in you? A) Your strongest selling points that will benefit the organization B) Information about your academic performance […]

What are word combinations that essentially say the same thing as single words? A) Redundancies B) Starters C) Clarifiers D) Hedges E) Nouns The purpose of a rsum is to A) induce the reader to hire you. B) list all […]

Ethical standards differ from culture to culture. When creating a new wiki, the long-term purpose should be planned, just as it would be on a blog or podcast. TRUE Explanation: If you are creating a new wiki, think through your […]

Use the ________ when you must deliver bad news, if your audience has an emotional investment in the situation. A) blended approach B) discretionary approach C) direct approach D) indirect approach Which of these can companies use to increase user […]

Chapter 11: Writing Negative Messages This chapter continues the discussion of brief message types with a look at negative (“bad-news”) messages. Students will get practice with both the direct and indirect approaches in a variety of specific message scenarios. A […]

Which of the following steps will help ensure nothing is overlooked when determining a schedule for the production of a report or proposal? A) Identify the information the audience will be most interested in B) Know the goal of the […]

Which of the following is an advantage of messaging over email? A) Messaging functions on an open system B) Anyone can participate in messaging C) Messaging is better for conversational exchanges D) There are no centralized control mechanisms for security […]

Which of the following is one way to improve your cultural competency? A) Strive for equality and avoid individualism B) Be careful about applying the “Golden Rule” C) Treat privacy and personal space with care D) Follow the tenets of […]

Which of the following will help to save time and money when conducting research? A) Use only primary research B) Limit your search to major news outlets C) Prioritize your research needs D) Research each source’s credibility before looking at […]

Which of the following can be used to improve the collaborative writing process when working on conventional websites? A) PDF files B) Wikis C) Content management system D) Virtual communities E) Communities of shared practices Most persuasive messages combine A) […]

Which of the following is the surest way to verify the reliability of information from a new or unknown source? A) Look for bias in the writing B) Determine the purpose of the material C) Decide if the author is […]

Which of these is a good tactic for a minimizing the influence of cultural and personal beliefs when crafting a message? A) By clarifying expectations B) By incorporating vague concepts C) By using selective perceptions D) By incorporating cultural elements […]

According to the text, what is the most important point to remember about technology? A) Technology is a tool that can aid interpersonal communication, not replace it B) Technology must be consistently updated to be effective C) People will embrace […]

Which of the following should be placed immediately after a direct opening? A) Positive alternatives to the news B) A list of those affected by the news C) An apology D) Reasons for future decisions E) An explanation of why […]

In order to optimize your writing time, reserve about ________ of that time for revising, producing, proofreading, and distributing your message. A) 10 percent B) 20 percent C) 25 percent D) 15 percent Which of these is the best way […]

When traveling to another country to conduct business, you should assume that frequent eye contact is regarded as a sign of honesty and openness in any culture. One of the problems with intercultural communication is that senders encode messages based […]

Visuals used to present data are useful to present information and concepts. The statement of purpose for an analytical report is often more comprehensive than for an informational report. TRUE Explanation: The statement of purpose for an analytical report often […]

In a formal proposal, the work plan section A) reviews the situation at hand and explains the need for action. B) describes your action plan for accomplishing the work that must be done. C) describes your organization’s experience, personnel, and […]

Which of the following is one way to foster collaborative writing when a group is geographically dispersed? A) Podcasts B) Wikis C) Email D) Messaging E) Corporate websites Marketers can use ________ to link the virtual world of online social […]

Previews, transitions, and reviews are less important in podcasts than are other methods of digital communication. The social networking aspect of microblogs makes them good for asking one’s followers for input or advice. TRUE Explanation: The social networking aspect of […]

Which of the following is one reason the consideration of ethics is especially important when delivering bad news? A) The law requires all communications to be ethical and written with etiquette B) Strong ethical standards will minimize the impact of […]

a company that has not announced a job opening that is a good fit for you? A) Building interest B) Prospecting C) Closing D) Interviewing E) Screening When should complex sentences be used? A) To express one main thought B) […]

If you have a personal webpage or e-portfolio, you should list it on your rsum under “Contact Information.” The most common supplementary parts to include in a formal report are the appendix, the bibliography, and the index. FALSE Explanation: Supplements […]

When you’re determining the approach and the software to use for a business presentation, keep all of the following in mind EXCEPT A) Match the task to the tool, not the other way around. B) If they are used poorly, […]

You want to prepare a speaking outline for an upcoming presentation. Which one of the following will help you get off to a good start? A) Ignore your planning outline and chart a new course based on your personal idiosyncrasies […]

Which skill do the majority of top executives say is the most important skill needed in the workplace? A) Writing B) Listening C) Organizing D) Speaking E) Relationship management Which of the following makes Twitter and other microblogs a good […]

You can create a well-organized presentation by using a ________ at each major section break to announce the title of the section that’s about to begin. A) storyline B) pull quote C) bumper slide D) hyperlink E) review slide Which […]

How can a presenter make handouts as effective as possible? A) Use them to rouse the audience to action B) Use them to paint the big picture for the audience C) Use them to convey and connect major ideas D) […]

You can plan for important business exchanges via IM by viewing them as A) invitations to discuss personal matters. B) conversations with specific goals in mind. C) opportunities to save time by multitasking. D) routine events that don’t require formalities. […]

A compound sentence is really two or more simple sentences that are related. In order to increase the chances of successful message delivery, communicators should consider audience expectations. TRUE Explanation: Deliver messages using the media and channels that the audience […]

When answering requests and a potential sale is involved, one important goal is to A) leave your audience with a good impression of you and your firm. B) provide negative information about any possible competitors. C) use hard sell techniques […]

How does being aware of audience needs influence credibility? A) It indicates a message has been backed up with data B) It shows an ability to create emotional distance C) It demonstrates honesty D) It demonstrates sincerity E) It indicates […]

When should you determine the size and location of your audience? A) During the writing stage B) When choosing the message channel C) During the completing state D) When determining the message medium E) When conducting an audience analysis The […]

Businesses in the United States value punctuality and the efficient use of time. Internal reports are more likely to be misinterpreted than external reports. FALSE Explanation: Internal reports can be written with more candor and freedom than external reports. With […]

Which of the following is one way you can be sure to speak slowly and distinctly to be better understood by an international audience? A) Repeat keywords and phrases B) Keep the message simple C) Communicate with body language D) […]

To make communication efforts as effective as possible, communication should be A) practical, timely, and personal. B) concise, clear, and electronic. C) electronic, ethical and practical. D) positive, personal, and quick. E) practical, factual, and clear. If you’re asked to […]

Texting, online chat systems, and instant messaging are examples of which category of communication tools? A) Messaging B) Telepathic C) Web content D) Information architecture E) Three-dimensional Which of the following is one of the goals of a well-written buffer? […]

What should be your focus when editing for conciseness? A) Building simple sentences B) Making sure each word contributes to an effective sentence and each sentence helps build a coherent paragraph C) Replacing paragraphs with bullets and lists D) Ensuring […]

Which of the following tracks the online behavior of website visitors and delivers advertising based on what the user appears to be interested in? A) Behavioral targeting B) Spam C) The Federal Trade Commission D) Remarketing E) Implied claims Employees […]

In the text of a report, only the most important visuals should be referred to by number. The main advantage of messaging is the speed at which most people can type, regardless of the devices they’re using. FALSE Explanation: Messaging […]

Which of the following is one way to improve your cultural competency? A) Use good quality translation software whenever possible B) Use a direct and focused communication style C) Exercise tolerance, flexibility, and respect D) Always begin with personal stories […]

What is the primary task of communication in low-context cultures? A) Building relationships B) Discovering the essence of a message C) Exchanging information D) Indirectness E) Understanding through metaphors As it pertains to communication, culture influences the A) meanings of […]

Which of the following includes patents, copyrighted material, and trade secrets? A) Contracts B) Stealth marketing C) Ethics audits D) Transparency E) Intellectual property Which of the following should be the focus when writing a solicited proposal? A) Why your […]

The speed and simplicity of using an information tool can be its greatest weaknesses. Social media has revolutionized customer service. TRUE Explanation: Social customer service involves using social networks and other social media tools to help customers get advice and […]

Which type of presentation includes activity recorded on a computer, with an audio voiceover? A) Webcasts B) Screencasts C) Twebinars D) Backchannels E) Nonlinear presentations As soon as a crisis hits, companies should set up a news center for company […]

When attaching a digital document to an email message, which of these is often the best file format to use if recipients are worried about viruses? A) PDF B) XML C) MS Word D) PDQ E) DVD Where should you […]

To paraphrase effectively A) avoid using any business language or jargon. B) check your version against the original to make sure that you didn’t alter the meaning. C) make sure your version is the same length as or longer than […]

When you respond to a question posted on a community Q&A site, your answer is nothing more than a quick fix for a short-term problem. Readers can get a more out of a document just by reading its descriptive headings […]

How can informative headings in an outline help the collaborative writing process? A) By reducing ambiguity about topics B) By identifying general content areas C) By introducing general topic areas D) By indicating the need for an indirect or direct […]

Because religious beliefs are important to many, what should someone communicating with business partners in other countries know about religion in that country? A) Which places, objects, actions, and events are sacred B) How do people react to strangers C) […]