Online comm in the bus envir section 01 final test

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Study Guide Unit One

Chapter one

Things to be aware of in the New World of Work

Global Competition

Flattened Management Hierarchies

Team Based management

Innovative Communicative technology

New Work Environment

Diverse Work Force

Knowledge Workers

Communication Process

Sender has idea

Idea encoded

Message travels over channel

Receiver decodes message

Feedback to sender

Additional feedback


Frames of Reference

Lack of language skill


Internal and external functions

Downward flow of communication

Ethics traps

False necessity

Doctrine of relative filth

Rationalization trap

Self deception

Ends justify the means

Chapter two

Groups and teams-why

Team development, roles and conflict

Four phases

Group roles

Group tasks

Group relationship

Dysfunctional group

Common conflict patterns


Characteristics of successful teams

Successful meetings


Listening types




Listening Process





Keys to listening skills

Non verbal messages

Eye contact

Facial expression








Chapter three

Intercultural communications



Intercultural workforce

Cultural characteristics

Context….high, low

Intercultural Ethnocentrism

Improving intercultural communication

Oral messages

Written messages

Intercultural ethics

Workforce diversity

Study Guide Unit 2

Chapter 4

Business writing Basics

3 x 3 writing process phase one

Scheduling the process- worrying and planning, writing, revising, proofreading

Recursive nature

Online collaboration tools

Three typical audiences

The “you” view

Bias free language

Levels of diction

Ethical responsibilities (five areas)

Chapter 5

Formal versus informal research methods

Stage two of the 3 x 3 process

Types of outlines

Direct versus indirect patterns of communicating

How long should sentences be?

What is the comprehension rate?

Dangling versus misplaces modifiers

Three types of paragraphs

Chapter 6

Third state of the 3 x 3 process

Kiss formula




Compound prepositions

Trite phrases

Enduring rapid comprehension, numbered or bulleted lists, headings, graphic techniques

Gunning fog index

Flesch-Kincaid readability index

Proofreading-spelling, grammar, punctuation and names and numbers

Proofreading marks

Study Guide Unit 3

chapter 7

Function of email

Well Written memos and emails achieve to main benefits

Phase 1 3×3

Four parts to email and memo

Guide words

Why use email safely

Personal use of emails

Typical messages: Request, response, procedural, confirmation

Chapter 8

What turns readers on

Why are business letters necessary

Structure of a business letter

Characteristics of good business letters

Direct request letters

Direct claim letters

Direct replies


Goodwill messages

International messages, informal versus formal correspondence

Chapter 9

Bad news strategies (goals)

Three causes of legal problems

Techniques for delivering

Refusing typical requests

Bad news to customers

Bad news in organizations

Bad news in other cultures

Chapter 10


Persuasion techniques

Four major elements in successful persuasive message

How persuasive messages flow in organizations

Persuasive complaint letters

Sales and marketing letters

Persuasion in low and high context cultures