CONTENTSPreface and Acknowledgments.................................................................................................................iiiCustomer Service......................................................................................................................................ivChanges and Improvements in the14thEdition.......................................................................................1Online Communities and Resources for Business Communication Instructors.......................................6An Unsurpassed Instructional Resource Package.....................................................................................9General Teaching Guides..........................................................................................................................12Course Planning Guide.......................................................................................................................13Introducing the Course to Students..............................................................................................14Conducting the Class...................................................................................................................15Grading and Evaluating Students.................................................................................................17Cooperative Learning Guide for Groups and Small Teams...............................................................19Working with Cooperative Learning Groups...............................................................................19Working in Dyads........................................................................................................................20Working with the Jigsaw Process................................................................................................20Collaborative Writing Guide..............................................................................................................22Preparing Students for Collaborative Writing.............................................................................22Assigning Short-Term Projects....................................................................................................24Undertaking a Long-Term Project...............................................................................................26EvaluatingCollaborative Projects................................................................................................31Service Learning Guide1:Use Service Learningto Add Real-World WritingExperienceto Your Course..........................................................................................................35What Is Service Learning?....................................................................................................35Example Project:Grant Research and Writing Assistance...................................................35How to Incorporate Service Learning Into Your Course......................................................36Service Learning Guide 2:Real Clients, Real Management, Real Failure:The Risks and Rewards of Service Learning...................................................................................37Diagnostic Tests of English Skills......................................................................................................40Answers.......................................................................................................................................40English Skills Test A...................................................................................................................41English Skills Test B....................................................................................................................44More Practice in Grammar, Mechanics, and Usage...........................................................................47Chapter Guides(non-sequential, chapter-specific paging)Part1: Understanding the Foundations of Business CommunicationChapter 1:Professional Communication in a Digital, Social, Mobile WorldChapter 2:Collaboration, Interpersonal Communication, and Business EtiquetteChapter 3:Communication Challenges in a Diverse, Global MarketplacePart2: ApplyingtheThree-Step Writing ProcessChapter 4: Planning Business MessagesChapter 5: Writing Business MessagesChapter 6: Completing Business MessagesPart 3:Digital, Social, and Visual MediaChapter 7:DigitalMediaChapter 8: Social MediaPreview Mode
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