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SVP, Higher Ed Product, Content, and Market ALL RIGHTS RESERVED. Mary Ellen Guffey Dana Loewy Unless otherwise noted, all content is © Cengage. Essentials of Business Communication, 11E © 2019, 2016 Cengage Learning, Inc. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203 Copyright 2019 Cengage Learning. Important Notice: Media content referenced within the product description or the product text may not be available in the eBook version. For valuable information on pricing, previous editions, changes to current editions, and alternate formats, please visit to search by ISBN#, author, title, or keyword for materials in your areas of interest. The publisher reserves the right to remove content from this title at any time if subsequent rights restrictions require it. Due to electronic rights restrictions, some third party content may be suppressed. This is an electronic version of the print textbook. United States Copyright 2019 Cengage Learning.WCN 02-200-203 © Ekaphon maneechot/Shutterstock Essentials of Business ­Communication 11e Mary Ellen Guffey Dana Loew y Emerita Professor of Business Los Angeles Pierce College Emerita Lecturer, Business Communication California State University, Fullerton Australia