Business communication building critical skills

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Business Communication U LDING CRITICAL SKILL* GIFT OF THE ASIA FOUNDATION NOT FOR RE-SALE QUA TA' NG CUA ()a CHAU A KHONG micfc BAN LAI Kitty Locker The Ohio State University Stephen Kyo Kaczmarek Columbus State Community College teM O A A 51., (2.6.41 Mc Craw McGraw-Hill Irwin Boston Burr Ridge, IL Dubuque, IA Madison, WI New York San Francisco St Louis Bangkok Bogota Caracas Kuala Lumpur Lisbon London Madrid Mexico City Milan Montreal New Delhi Santiago Seoul Singapore Sydney Taipei Toronto The McGraw-Hill compani% McGraw-Hill Irwin BUSINESS COMMUNICATION: BUILDING CRITICAL SKILLS Published by McGraw-Hill/Irwin, a business unit of The McGraw-Hill Companies, Inc., 1221 Avenue of the Americas, New York, NY, 10020 Copyright © 2007 by The McGraw-Hill Companies, Inc All rights reserved No part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written consent of The McGraw-Hill Companies, Inc., including, but not limited to, in any network or other electronic storage or transmission, or broadcast for distance learning Some ancillaries, including electronic and print components, may not be available to customers outside the United States This book is printed on acid-free paper WCK/WCK ISBN-13: 978-0-07-293210-2 ISBN-10: 0-07-293210-4 Editorial director: John E Biernat Publisher: Andy Winston Developmental editor I: Anna M Chan Marketing manager: Trent Whatcott Media producer: Benjamin Curless Lead project manager: Mary Conzachi Senior production supervisor: Rose Hepburn Senior designer: Mary E Kozak Photo research coordinator: Lori Kramer Photo researcher: Inge King Media project manager: Joyce J Chappetto Cover design: JiIlion Lindner Interior design: Ellen Pettengell Typeface: 10.5/12 Palatino Compositor: Carlisle Publishing Services Printer: Quebecor World Versailles, Inc Cover images © Getty Images and © Moskowitz Photography Library of Congress Cataloging-in-Publication Data Locker, Kitty Business communication : building critical skills / Kitty Locker, Stephen Kyo Kaczmarek.-3rd eel p cm Includes index Various multi-media instructional resources are available to supplement the text ISBN-13: 978-0-07-293210-2 (alk paper) ISBN-10: 0-07-293210-4 (alk paper) Business communication I Kaczmarek, Stephen Kyo II Title HF5718.L633 2007 651.7—dc22 2005058070 www.mhhe.com As revision to this third edition of BCS neared completion, Dr Kitty Locker passed away She was a mentor for many years, and I will cherish all that she taught me Kitty's contributions to teaching and to business communication are far too extensive for proper recognition here So, it is simply on behalf of the students and colleagues whose lives she touched that I make this special dedication to my friend Kitty, you are missed Stephen Kyo Kaczmarek To my husband, Bob Mills, with love -KITTY LOCKER For my father, who always believed in me -STEPHEN KYO KACZMAREK About the Authors • Kitty Locker is an Associate Professor of English at The Ohio State University, where she teaches courses in workplace discourse and research methods She has taught as Assistant Professor at Texas A&M University and the University of Illinois at Urbana She received her BA from DePauw University and her MA and PhD from the University of Illinois at Urbana She has also written Business and Administrative Communication (7th ed., McGraw-Hill/Irwin, 2005) and The Irwin Business Communication Handbook: Writing and Speaking in Business Classes (1993), and co-edited Conducting Research in Business Communication (1988) Her consulting clients include URS Greiner, Abbott Laboratories, the Ohio Civil Service Employees Association, AT&T, and the American Medical Association She developed a complete writing improvement program for Joseph T Ryerson, the nation's largest steel materials service center In 1994-95, she served as President of the Association for Business Communication (ABC) From 1997 to 2000, she edited ABC's Journal of Business Communication She received ABC's Outstanding Researcher Award in 1992 and ABC's Meada Gibbs Outstanding Teacher Award in 1998 Stephen Kyo Kaczmarek is an Associate Professor at Columbus State Community College and a Lecturer at The Ohio State University He teaches courses in business communication, composition, creative writing, freshman experience, film and literature globalization and culture, and public relations He has also taught public relations at Ohio Dominican University Steve received an MA in English and BAs in journalism and English from Ohio State He has presented papers at conferences of the Association for Business Communication (ABC), College English Association of Ohio (CEAO), Conference on College Composition and Communication, and Northeast Modem Language Association Steve serves on the ABC Two-Year College Committee and on the CEAO Executive Council He also co-advises the Phi Theta Kappa Chapter at Columbus State and is a book reviewer for The Ohioana Quarterly and The Columbus Dispatch His consulting clients have included Nationwide Insurance, The Ohio Historical Society, The Ohio Association of Historical Societies and Museums, The Ohio Museums Association, Red Capital Mortgage Group, United Energy Systems, The Thomas Moyer for Chief Justice of Ohio Campaign, and Van Meter and Associates He also advises individual clients on job search and interviewing techniques Prior to joining Columbus State, Steve managed staff development and information for the Franklin County, Ohio, Commissioners He has received an Award of Excellence from the National Association of County Information Officers, as well as awards for his writing projects iv August 20, 2006 Dear Student: Business Communication: Building Critical Skills helps you build the writing, speaking, and listening skills that are crucial for success in the 21st-century workplace As you read, • 0.0, • • Look for the answers to the opening questions Check your memory with the Instant Replays and your understanding with the Summary of Key Points at the end of the chapter Note the terms in bold type and their definitions Use the rewind and fast forward icons to go to discussions of terms • Read the Building a Critical Skill boxes carefully Practice the skills both in assignments and on your own These skills will serve you well for the rest of your work life • Use items in the lists when your prepare your assignments or review for tests • Use the examples, especially the paired examples of effective and ineffective communication, as models to help you draft and revise Comments in red ink signal problems in an example; comments in blue ink note things done well • Read the Site to See and FYI boxes in the margins to give you more resources on the Internet and interesting facts about business communication When you prepare an assignment, • Review the PAIBOC questions in Module Some assignments have "Hints" to help probe the problem Some of the longer assignments have preliminary assignments analyzing the audience or developing reader benefits or subject lines Use these to practice portions of longer documents • If you're writing a letter or memo, read the sample problems in Modules 10, 11, and 12 with a detailed analysis, strong and weak solutions, and a discussion of the solutions to see how to apply the principles in this book to your own writing August 20, 2006 Dear Professor: Business Communication: Building Critical Skills (BCS) is here to help make your job teaching business communication a little bit easier Its modular design makes adapting BCS to 5–, 8–, 10–, or 15–week courses simpler And, with videos, new media tools, and supplements, it is easy to adapt to Internet courses The features teachers and students find so useful are also here: anecdotes and examples, easy-to-follow lists, integrated coverage of international business communication, analyses of sample problems, and a wealth of in-class exercises and out-of-class assignments But BCS takes these features a step further In each module you'll also find • • • • • •• ►► • Polishing Your Prose boxes, featuring straightforward instructions to help students correct common writing errors, as well as exercises to test what they know Building a Critical Skill boxes, showing students how to apply what they know in the business world Site to See boxes that invite students to use the Internet to get timely information available in cyberspace Instant Replays to reinforce concepts students are reading Fast Forward/Rewind indicators to help students make connections between concepts in different modules FYI boxes that provide some lighthearted information about business communication This third edition is thoroughly updated based on the latest research in business communication You'll find many new problems and examples, new Polishing Your Prose exercises, and new Sites to See Your students will benefit from timelines that identify the steps in planning, writing, and revising everything from 7-minute e-mail messages to memos taking hours to reports taking 30 business days Cases for Communicators at the end of each unit provide individual and group activities BCS also includes a comprehensive package of supplements to help you and your students • • • An Instructor's Resource Manual with sample syllabi, an overview of each module, suggested lecture topics, in-class exercises, examples and transparency masters, discussion and quiz questions, and solutions to problems A Test Bank featuring hundreds of questions for use in quizzes, midterms, and final examinations—with answers The Test Bank is also available in a computerized format (Mac or Windows) that allows you to create and edit your own tests An Instructor's Presentation CD-ROM, which includes the print supplements and PowerPoint presentations, in a format that allows you to create your own custom presentations vii August 20, 2006 Page • • Videos showing real managers reacting to situations dealing with cultural differences, active listening, working in teams, and the virtual workplace An Online Learning Center (http://www.mhhe.com/bcs3e) with self-quizzes for students, a bulletin board to communicate with other professors, current articles and research in business communication, do1A -nloadable supplements, links to professional resources, and more You can get more information about teaching business communication from the meetings and publications of The Association for Business Communication (ABC) Contact Professor Robert J Myers, Executive Director Association for Business Communication Baruch College—CUNY Communication Studies Department, Box B8-240 One Bernard Baruch Way New York, NY 10010 Voice: 646-312-3726; Fax: 646-349-5297; E-mail: ABCRJM@cs.com Web: www.businesscommunication.org We've done our best to provide you with the most comprehensive but easy-to-use teaching tools we can Tell us about your own success stories using BCS We look forward to hearing from you! Cordially, Co lly, cifozt.,xKitty Locker viii Stephen Ky zmarek kazbcs3@yahoo.com Acknowledgments All writing is in some sense collaborative This book in particular builds upon the ideas and advice of teachers, students, and researchers The people who share their ideas in conferences and publications enrich not only this book but also business communication as a field People who contributed directly to the formation of this third edition include the following: Laura Barnard, Lakeland Community College Barry Belknap, University of Saint Francis Bruce Bell, Liberty University Pam Besser, Jefferson Community College Martha Graham Blalock, University of Wisconsin Stuart Brown, New Mexico State University David Bruckner, University of Washington Joseph Bucci, Harcum College Donna Carlon, University of Central Oklahoma Martin Carrigan, University of Findlay Dorinda Clippinger, University of South Carolina Janice Cooke, University of New Orleans Christine Cranford, East Carolina University James Dubinsky, Virginia Polytechnic Institute and State University Ronald Dunbar, University of Wisconsin—Baraboo/Sauk County Kay Durden, University of Tennessee at Martin Sibylle Emerson, Louisiana State University in Shreveport Donna Everett, Morehead State University Patricia Garner, California State University, Los Angeles Kurt Garrett, University of South Alabama Shawn Gilmore, University of Illinois at Urbana-Champaign Dorothy Gleckner, Bergen Community College Rod Haywood, Indiana University—Bloomington Pashia Hogan, Northeast State Technical Community College Gary Kohut, University of North Carolina at Charlotte Linda LaDuc, University of Massachusetts—Amerherst Sandra Linsin, Edmonds Community College Jere Littlejohn, University of Mississippi ix x Acknowledgments Lisa McConnell, Oklahoma State University Vivian McLaughlin, Pierce College Susan Mower, Dixie State College of Utah Patricia Palermo, Drew University Richard Parker, Western Kentucky University Clare Parsons, University of Maryland College Park Patricia Payette, SUNY— Morrisville State College Rebecca Pope, Iowa State University Sherilyn Renner, Spokane Community College Janice Schlegel, Tri-State University Virginia Schmitz, University of Richmond Heidi Schultz, University of North Carolina at Chapel Hill Mageya Sharp, Cerritos College Karl Smart, Central Michigan University Harold Snyder, East Carolina University Janet Starnes, University of Texas at Austin Judith Stuhlman, SUNY— Morrisville State College Susan Sullivan, Oakland City University Jean Thornbrugh, Langston University—Tulsa Marcia Toledo, Pacific Union College John Waltman, Eastern Michigan University Jean West, California State University—Hayward Mary Williams, University of Central Oklahoma Sonia Wilson-Pusey, Eastfield College In addition, the book continues to benefit from the contributions of the following people: Linda Landis Andrews, University of Illinois at Chicago Mary Lou Bertrand, SUNY—Jefferson Bill Chapel, Michigan Technological University Missie Cotton, North Central Missouri College Ronald Dunbar, University of Wisconsin— Baraboo/Sauk County Jeff Goddin, Kelley School of Business Geraldine Harper, Howard University Jeanette Heidewald, Kelley School of Business Paula Kaiser, University of North Carolina—Greensboro Luchen Li, Kettering University Richard Malamud, California State University, Dominguez Hills Kenneth Mayer, Cleveland State University Susan Smith McClaren, Mt Hood Community College Elwin Myers, Texas A&M University—Corpus Christi Judy O'Neill, University of Texas at Austin Brenda Rhodes, Northeastern Junior College Carol Smith, Fort Lewis College Charlene Sox, Appalachia State University Acknowledgments xi Robert Stubblefield, North Carolina Wesleyan University Scott Troyan, University of Wisconsin-Madison Deborah Valentine, Emory University Jie Wang, University of Illinois at Chicago For providing encouragement and assistance, we also thank Donna Kienzler, Iowa State University Alisha Rohde, The Ohio State University And, we thank Kitty's husband, Robert S Mills, who continues to provide a sounding board for ideas, encouragement, and, when deadlines are tight, weekly or nightly rides to Federal Express Steve thanks for encouragement over the years friends and colleagues too numerous to mention in their entirety here Of special note are Marith Adams, Bruce Ardinger, Carol Baker, Daniel Barnes, J D Britton, Saretta Burke, Lucy Caswell, Jen Chapman, Laura Dachenbach, Elizabeth Dellapa, Ann Frazier, Janet Gething, Kate Hancock, David Hockenberry, Charlie Hottel, Marilyn Howard, Sheila Kapur, Lisa Mackall-Young, Valeriana Moeller, Susan Moran, Donna Pydlek, Crystal Robinson, Maggie Sanese, Bud Sawyer, Wilma Schneider, David Smith, Mike Snider, Jim Strider, Joe Taleroski, and, of course, his coauthor, friend, and mentor, Kitty Locker Special thanks also go to his mother, Myo, and sister, Susan, for love, strength, and guidance—and for putting up with him in ways that can only be described as truly remarkable Endnotes 543 Module 27 Timothy D Schellhardt, "Managing: Pitfalls to Avoid in Drafting a Resume," The Wall Street Journal, November 28, 1990, Bl; Elizabeth Brockman and Kelly Belanger, "A National Study of CPA Recruiters' Preferences for Résumé Length," The Journal of Business Communication, 38 (2001): 29-45 Beverly H Nelson, William P Calle, and Donna W Luse, "Electronic Job Search and Placement," Association for Business Communication Convention, Orlando, FL, November 1-4, 1995 Rebecca Smith, Electronic Resumes & Online Networking: How to Use the Internet to Do a Better Job Search, Including a Complete, Up-to-Date Resource Guide (Franklin Lakes, NJ: Career Press, 1999), 191-96 Taunee Besson, The Wall Street Journal National Employment Business Weekly: Resumes (New York: John Wiley and Sons, 1994), 245 Module 29 Thomas Petzinger, Jr., "Lewis Roland's Knack for Finding Truckers Keeps Firm Rolling," The Wall Street Journal, December 1, 1995, Bl Bill Breen and Anna Muoio, "PeoplePalooza," Fast Company, November 2000, 88 Rachel Emma Silverman, "Why Are You So Dressed Up? Do You Have a Job Interview?" The Wall Street Journal, April 17, 2001, Bl Sherri Eng, "Company Culture Dictates Attire for Interviews," The Columbus Dispatch, August 25, 1996, 33J The Catalyst Staff, Marketing Yourself (New York: G P Putnam's Sons, 1980), 179 Richard C Rose and Echo Montgomery Garrett, "Guerrilla Interviewing," Inc., December, 1992, 145-47 Julie Amparano Lopez, "Firms Force Job Seekers to Jump through Hoops," The Wall Street Journal, October 6, 1993, Bl Sue Shellenbarger, "New Job Hunters Ask Recruiters, 'Is There Life After Work?' " The Wall Street Journal, January 29, 1996, B1; and Sue Shellenbarger, "What Job Candidates Really Want to Know: Will I Have a Life?" The Wall Street Journal, November 17, 1999, Bl Donna Stine Kienzler, letter to Ann Granacki, April 6, 1988 10 Joel Bowman, "Using NLP to Improve Classroom Communication," Association for Business Communication Regional Conference, Lexington, KY, April 9-11, 1992 Module 30 The Catalyst Staff, Marketing Yourself (New York: G P Putnam's Sons, 1980), 101 Claud Dotson, comment at the Association for Business Communication Western Regional Conference, Boise, ID, April 13, 1996 Kate Wendleton, Through the Brick Wall: How to Job-Hunt in a Tight Market (New York: Villard Books, 1992), 244 Carol A Hacker, Job Hunting in the 21st Century: Exploding the Myths, Exploring the Realities (Boca Raton: St Lucie Press, 1999), 154 Ray Robinson, quoted by Dick Friedman, "The Interview as Mating Ritual," Working Woman, April 1987, 107 Albert R Karr, "Work Week," The Wall Street Journal, November 16, 1999, Al Photo Credits p.10 p 11 p 12 p 21 p 29 p 30, top p 30, bottom p 41 p 45 p 51 p 95 p 97 p 106 p 117 p 122 p 152 p 154 p 193 p 199 p 223 Jeff Chiu/AP/Wide World Photos Photo by Bob Day Andrea A Dixon/AP/Wide World Photos Thomas Strand/Courtesy of TEC Interface Systems Courtesy of Whirlpool Corporation © Barbel Schmidt AP/Wide World Photos Ron Ceasar Zhang Haifeng/imaginechina.com Strauss/Curtis/Corbis Via Houston Chronicle Normandy Madden/Advertising Age Kitty Locker, by permission of Joseph-Beth Booksellers Courtesy Floyd Hurt of the Rousing Creativity Group Cristina Estadella Courtesy of Siemens AG/ShareNet author supplied Courtesy of the Arab American Institute © Gregg Goldman Courtesy of Lumeta Corporation Patent(s) Pending & Copyright © Lumeta Corporation 2002 All Rights Reserved p 264 p 279 p 298 p 301 p 308 p 324 p 328 p 336 p 338 p 377 p 391 p 421 p 448 p 472 p 488 p 500 p 518 Courtesy of the California Dried Plum Board Keith Major © Edward McCain Courtesy of Mike Abrashoff/grassrootsleadership com Courtesy of Ford Motor Company © Brian Warling © Marnie Crawford Samuelson © Steve Azzara/Corbis Junebug Clark/Photo Researchers © Sian Kennedy © Karen Moskowitz Photo by Mike Watiker, Courtesy of Medflight of Ohio Robert Burroughs © Bob Daemmrich/The Image Works Courtesy of Burke Wood © John Clark Keith Srakocic/AP/W de World Photos 545 Index A A lot/allot, 268 American I'sychological Association (APA) format, 380,382-383 Amount/number, 268 Abbreviations for states, 134,137 Analytical reports, 353; see also Reports ABI/Information Thesaurus, 370 Andersen Consulting, 28 Abino, I., 533n Anderson, Paul V., 536n Abrams, Jim, 223n Anderson, Richard C., 536n Abrashoff, D Michael, 301 Anecdote, 339 Accede/exceed, 267 Angel, David, 334 Accept/except, 267 Annual reports, 353 Access/excess, 268 Aon Consulting, 121 Accurate words, 262 Apologies, 110-111 Acronyms for e-mail, 227 Apostrophe, 250-251 Active listening, 299-302; see also Apple Computer, 10 Listening Appropriate words, 262 acknowledgment responses, Arabs; see also Muslims 300-302 business introductions, 47 blocking responses vs., 300 high-context culture and, 40 in groups, 309 motivation and, 43 strategies for, 302 personal space and, 44 Active and passive voice, 89 written persuasive documents, 50 Active response, 300 Arbelez, Brenda, 50, 534n Active verbs, 280-281,283 Are/our, 268 Addo, Thophilus, 538n Argyle, Michael, 533n Adept/adopt, 268 Armour, Stephanie, 507n Adjustments/responses to complaints, Arndt, Michael, 533n 153-154 Arnold, Carroll C., 536-537n Advertising Council, 193 Asante, Molefi, 536n Advice/advise, 268 Aschauer, Mary Ann, 532n Affect/effect, 268 Ashby, Lynn, 536n Affleck, John, 535n ' Asher, J William, 538n Affluent/effluent, 268 Asia Link Consulting Group, 41 African Americans, conversational styles, Askling, Lawrence R., 536n 48-49 Assure/ensure/insure, 268 Agendas, 324,326 AT&T, 41 example of, 325 Atkinson, Dianne, 537n standard, 326 Attachments, e-mail, 231 Agreement, 243-245 Attention, 297-298; see also Listening noun-pronoun, 244 Attributed/contributed, 269 subject-verb, 143-144,243 Audience Albrecht, Sheri A., 538n adapting message to, 18,30-32 Alexander, Ray, 537n analyzing individuals/members of Allen, Nancy, 537n groups, 24-28 Allstate, 323 for business communications, 5,11, Alou, Felipe, 110 18-20 Alternatives for class research project, 356 elimination of, 392-393 communication process and, 22-23 refusals with, 173 for consulting report (example), 20 American Demographics, 24n demographic characteristics of, 24-25 different needs of, 30-31 external, 6-7,64 gatekeeper, 19,23,30-31 importance of, 20-22 initial audience, 19,23 internal, 6-7,64 knowledge of, 23-28 for marketing plan (example), 20 methods to reach, 31-32 for oral presentations, 335,337 PAIBOC and, 11,20-22,155,181,208 personality, 25-26 primary audience, 19,23,31 questions from, 344-345 secondary audience, 19,23 watchdog audience, 19,23 writing for international, 49-50 Audience analysis, 24-28 application of, 28-30 demographic factors, 24-25 knowledge, 24 past behavior, 26 people in organizations, 26-28 personality, 25-26 values and beliefs and, 26 Audit reports, 353 Authoritative decision-making, 324 Autocorrect feature, 80 Average (mean), 379-380 B Background/history, long report, 421-422 Bad news; see Negative messages Badre, Albert N., 82n Bair, Bettina A., 535n Baker, Stephen, 370n, 535n Baldridge National Quality Program, 94 Baldwin, Heather, 345n Bar charts, 429-432 deviation, 431-432 grouped bar charts, 431-432 histograms/pictograms, 431-432 paired bar charts, 431-432 segmented, subdivided, stacked, 431-432 varieties of, 431-432 547 548 Index Barabas, Christine, 363, 537n Barboza, David, 348n Barna, Larry M., 533n Bayless, Marsha L., 535n Bc (blind copy), 134 Bcc (blind computer copies), 224 Bear, John, 533n Beason, Larry, 243 Bechler, Curt, 536n Beck, John C., 200n Beebe, S A., 537n Begerman, Michael, 328 Belanger, Kelly, 538n Beliefs, 26, 42 Belonging need, 117 Belson, Ken, 307n Benefits; see also Reader benefits audience and, 21, 122 development of, 121 extrinsic, 120-121 intrinsic, 120-121 PAIBOC questions, 12, 156, 181 Berner, Robert, 121n Besson, Taunee, 538n Best Buy, 326 Beswick, Raymond W., 534n Between/among, 269 Bias-free language, 51-55, 94 Bias-free photos/illustrations, 55 Bibliographies, 380 Birdwhistell, Ray L., 533n Blanchard, Ken, 26n Blind copies, 134 Block format, 129-130, 135 Blocking response, 300 Slogging, 232-233, 370 Blueprints, 396 Blundell, William E., 253n Blyler, Nancy Roundy, 536n Body language, 43, 343 Boher, Diana, 532n Boice, Robert, 70, 534n Boilerplate, 69-70 Bold headings, 80 Bolles, Richard, 447, 449, 538n Booher, Dianna, 68, 534n Boolean search, 370 Borker, Ruth A., 48, 533n Bowerman, Coach, 28 Bowers, John Waite, 536-537n Bowman, Joel, 539n Bowyer, Jerry, 434n, 538n Brainstorming, 10, 327 to identify reader benefits, 116 for oral presentations, 338 for planning, 63 Branching questions, 376 Brand image, 121 Breen, Bill, 538n Brehm, Jack W., 173, 535n Breman, Patricia, 26 Bridge, 483 Broadhead, Glenn J., 69, 534n Brockman, Elizabeth, 538n Brockrnann, R John, 536n Broome, Benjamin J., 533n Brown, Robert L., Jr., 536n Brown, Vincent J., 532n Budget and costs, 362 Buffers, 176-179 Bullets, 80 Burck, Charles, 534n Burke, Beth, 122 Burling, Stacy, 172 Burnett, Rebecca, 310, 315, 534n, 536-537n Burrell Communications Group, 324 Business communications, 4-5 analyzing situations for, 9-13 audiences for, bias-free documents, 51-55 channel for, clarity of, 8-9 completeness of, correctness of, cost of correspondence, 7-8 culture and, 40-50 document design, effectiveness of, 8-9 external audiences for, goodwill and, 8-9 information in, messages in organizations, 6-7,9 organization of, organizational context of, 9,12 PAIBOC questions, 11-13 professional image for, 132 psychological needs of people, 9,12 purpose of, 5,8 reader's time and, 8-9 style of, tone for, 279 visuals for, Business introductions, 47 Business jargon, 266-267 Business plans, 357 Businessese, 266-267 Bypassing, 263 C C (copy), 134 Cadrain, Diane, 534n Campbell, G Michael, 537n Capelli, Paul, 501 Capital letters, 76-77 Carbon copy, 134 Career advancement, informal meetings for, 329-330 Career objective, 469 Carpenter, Dave, 345n Cartoon Network, 10 Case, 245-246 Case, John, 537n Caspers, Carl, 21n Casselman, Cindy, 122 Casio, Kathy, 534n Causation, 380 CBS, 119 Cc, 134, 224 Cell phone etiquette, 233 Channel, 22,31-32 Channel overload, 23,32 Chartjunk, 433-434 Charts bar charts, 429-432 pie, 430-431 Chatman, Jennifer, 28 Cheng, Wanla, 41 Chideya, Farai, 533n Choice (or selection), 22,32 Christopher, Robert, 45, 533n Chronological account, 388 Chronological organization, 341 Chronological progress reports, 364-365 Chronological report, 394-395 Chronological résumé, 460-461,463,465 Chrysler, 197 Citation, 380 Cite/sight/site, 269 Clarity, 8-9,66 Clarke, Robyn D., 532-533n Class research projects, 356-361 audience, 356 call to action, 357 example of, 358-361 feasibility, 356 methods/procedure, 356-357 problem definition, 356 qualifications/facilities/ resources, 357 topic and purpose, 356 topics to investigate, 356 work schedule, 357 Clauses essential, 252 main, 247-248 nonessential, 252 subordinate, 247-248 Clement, Donald R., 537n Cleveland, W S., 538n Clifford, Mark, 533n Clip art, 432-433 Closed body positions, 43 Closed questions, 375 Closing statements, 338 Closure report, 388; see also Informative reports Cluster, 63-64 Co-authored documents, 315-317 composing drafts for, 316 editing and proofreading, 317 guidelines for creating, 317 making process work, 317 planning for, 316 revising the document, 317 Coakely, Caroline Gwynn, 536n Cobb, Ashley Shanelle, 279 Cochran, Jeffrey K., 538n Cole, Johnnetta B., 279 Colella, A., 534n Coleman, E B., 282n Collaborative writing; see Co-authored documents Collection letters, 203 Index 549 College Board's National Commission on Context, 22 Writing, 4,243 PAIBOC questions, 12-13,156, Collins, Jim, 93 181,208 Colon, 250-252 Convenience sample, 377,379 Color, in visuals, 432-433 Conversational style, 47-48,278 Comma fault, 248-249 Cooper, Charles R., 534n Comma splices, 36-37,248-249 Coordination of groups, 307 Commas, 250,252-253,261,293 Corporate culture; see Organizational Communication; see also Business culture communications Correlation, 380 accomplishments of, 5-7 Correspondence, cost of, 7-8; see also business communication vs., 4-5 E-mail; Letters cross-cultural, 38-40 Courtesy titles, 109,134,138 in high- and low-context cultures, 40 Coutoure, Barbara, 536n importance of, Coutu, Diane L., 535n internal /external audiences, Cover letter, sales proposals, 361 international communicators, Cox, Taylor H., Jr., 533n 49-55 Creative Good, 28 interpersonal communication, 6,306 Creativity, 10 management via, 5-6 Credibility, 200 nonverbal communication, 3,42-43 Credit rejection, planning guide for, 65 two-person model, 22 Critical thinking, 265 verbal, Criticism in workplace, 2-4 delivering of, 321 writer, audience, message, situation responding to, 313-315 interaction, Crockett, Roger 0., 41n Communication process, 22-23 Crosby, Philip B., 536n Company grapevine, Crossen, Cynthia, 537n Compaq, 39 Cultural differences Comparison/contrast, 392 in body language, 43 Complaints, adjustments/responses to, in business introductions, 47 153-154 diversity in workplace, 39 Complement/compliment, 269 in eye contact, 44 Complimentary closes, 129 in gestures, 44 Compliments, 48 in meaning of color, 432 Compose/comprise, 269 nonverbal communication, 42-43 Compound sentences, 284 nonverbal symbols, 46-47 Computer copy, 134 in personal space, 44 Computer skills, sensitivity and flexibility to, Computer use; see also Internet; Web 50-51 pages in spatial arrangements, 45-46 as research tool, 370 successful communication, 50-51 for résumés, 459 in time, 46 Conaway, Roger N., 535n in touch, 44-45 Conciseness, 400-401 translating advertising slogans, 50 Concluding paragraph, 388 writing to international audience, Conclusions, long reports, 422 49-50 Condolences, 94 Culture; see also Diversity; Organizational Condon, John, 533n culture Condren, Debra, 300 defined, 40 Conference calls, 323 effect on communication, 40-50 Confirmations, 153 high-context, 40 Conflict resolution low-context, 40 empathy in, 97 monochronic, 46 presenting problem, 313 national, organizational, and responding to criticism, 313-314 personal, 42 steps in, 311-313 polychronic, 46 you-attitude in, 315 values, beliefs, and practices, 42 Confuse/complicate/exacerbate, 269 word connotations in, 265 Congratulations, 94 Customer Care Measurement and Congratulatory notes, 154 Consulting, 153 Connotation, 263-265 Customer complaints, 153 Consensus, 324 Customers Consultative decision-making, 324 negative messages to, 170 Content, 66 organizing letters to, 173 Cycle, Cycling, 68 D Dachler, H Peter, 534n Dandridge, Thomas C., 535n Dangling modifiers, 166-167,246 Dashes, 250,253,256-257,332 Data analyzing numbers, 378-380 analyzing words, 379-380 distortions by truncated scales, 434 mean, median, range, 379 understanding source of, 378 Dates, 256-257,479 Davenport, Thomas H., 200n David, Carol, 534n Davis, Alice, 536n Davis, Lisa, 533n Decide and Conquer (Robbins), 313 Decision makers, 30-31 Decision-making process, 324 Decision-making strategies, 326-327,329 Decode, 22,297 Defensive body positions, 43 Demographic factors, 24-25 Denham, Thomas J., 327n Denotation, 263 Dependent clause, 247 Describe/prescribe, 269 Design, 74-82 for audience, 29 for business communication, computer programs for, 80 evaluation/feedback on, 81-82 paper pages, 75-78 of presentation slides, 79-80 testing of, 81-82 visual impact, 76-77 visuals, conventions for, 429-432 of Web pages, 81 Design elements capital letters, 76-78 fonts, 78 headings, 75-76 margins, 79 white space, 75 Details, 424,456 Deutschman, Alan, 10n Deviation bar charts, 431 Dholakia, Paul M., 376n Di Stefano, Theodore F., 354 Dictionary, use of, 514 Digital Equipment, 192 Direct requests, 192-195 checklist for, 212 example of, 196 organization of, 194-195 subject line for, 193 writing guidelines for, 195 Directed subject line, 194 Disabilities/diseases, 54 Disciplinary notices, 179 Discourse community, 27,32 550 Index Discreet/discrete, 269 Discrimination, 41 Diversity, 38-39; see also Cultural differences; Culture Do/due, 269 Doby, Hersch, 536n Document design; see Design Documentation, 383 Documentation of sources, 380-384 Dod, Glenna, 44n Dot planning, 327, 329 Dotson, Claud, 539n Drafts, 68; see also Revision checklist for revising, 66 of co-authored documents, 316 re-seeing, 61 Dress code, 132 Dress for Success (Molloy), 46 Dreyfuss, Joel, 533n Driskill, Linda, 335, 533n, 537n Dubow, Josh, 110n Dulek, Ronald, 192, 289, 535-536n Dyrud, Marilyn, 55, 79, 534n E E-mail, 222-234 acronyms for, 227 appropriate use of, 32, 230 attachments to, 231, 354 example, 226 flaming, 228 format for, 224-225 guidelines for, 223 informative messages, 228 job application letters, 493-494 legal implications of, 172 negative messages, 228-229 "netiquette rules," 231 persuasive messages, 228-230 planning guide for, 65 positive messages, 227-228 resumes via, 476 subject lines for, 225-228 time allocation in, 228-230 Early collection letters, 203 Eats, Shoots & Leaves: The Zero Tolerance Approach to Punctuation (Truss), 252 Eckberg, John, 328n Ede, Lisa, 315, 537n Editing, 65, 67 of co-authored documents, 317 for grammar and punctuation, 242-258 Edmondson, Brad, 534n Edmondson, Gail, 533n Eighner, Lars, 280 Einhorn, Lois J., 505n Ekman, Paul, 533n Elashmawi, Farid, 47n Elbow, Peter, 534n Elder, Phil, 453, 538n Elder, Robert W., 505n Electronic meetings, 330-331 Electronic research, sources for, 371 Elements of Style (Strunk and White), 284 Elicit/illicit, 270 Ellipses, 256, 384 Eminent/immanent/imminent, 270 Emotional appeal, 200-201 Emotional intelligence, 97 Empathy, 24, 92, 97 Encl., 134 Enclosures, 134 Encoding, 22, 32 Endings, negative messages, 175 Endnotes, 380 Eng, Sherri, 539n Engardio, Pete, 533n EOM (end of message), 225 Ernst & Young, 362 Eskew, Michael, 489 Essential clauses, 252 Esteem need, 117 Ethnic groups; see Cultural differences Eure, Jack D., 535n Exaggeration, 48 Excluding alternatives, 341-342 Executive summary, 31, 420 Expectancy theory, 116 External audiences, 6-7, 64 External documents, 13 Extraversion-introversion, 25 Extrinsic benefits, 120-121 Eye contact cultural differences in, 44 during oral presentations, 343 Follow-up phone call/letter, 516, 519 first-choice employer, 516, 519 sample letter, 517 Fonts, 78 Ford, Donna A., 512n Form letter, 4, 69-70 Formal reports, 353; see also Long reports; Reports Formality, level of, 31, 278, 347-348 Format defined, 128 for letters, 129-139 Formation of groups, 307 Forward/foreword, 270 Francese, Peter, 52n, 152n Frandsen, Kenneth D., 537n Freed, Judy, 65n Freed, Richard C., 69, 355n, 534n, 537n Freed, Shervin, 355n Freeman, Kimberly A., 310, 536n Freewrite, 63 Friedman, Dick, 539n Friesen, Wallace V., 533n Fripp, Patricia, 537n Frost, Peter J., 535n Full block format, 129 Full justification, 79 Functional patterns, 394 Funding proposals, 362 Funk, Jeffrey L., 533n Fused sentences, 249 G F Fadiman, Jeffrey A., 536n Familiar words, 262 Faris, Jack, 104 Farnham, Alan, 534n Fear of public speaking, 343 Feasibility reports, 353, 388 Feedback, 22, 68, 330 checklist for readers, 68 improving your, 68 revising after, 69 Feller, Ben, 122n Fellows, John, 364n Fernandez, Thomas L., 535n Ferrazzi, Keith, 327n Ferris, G., 534n Fewer/less, 270 Figures, 419, 432 Fingerhut, 26 Firings, 179 Fisher, Anne, 41n, 395n, 448n, 532n, 538n Fisher, B Aubrey, 536n Fishman, Charles, 535n Fitzgerald, Dan, 29 Fitzgerald, Mark, 298n Flaming, 228 Flanagan, Debbie, 370 Flanigan, James, 265n Flowers, Linda, 534n, 536n Calle, William P., 538n Garrett, Echo Montgomery, 539n Gatekeeper, 19, 23, 30-31 Geller, Lois, 266 Gender stereotypes, 52 General Electric Capital, 39 General Motors, 233 General to particular or particular to general, 393 Generation Xers, 48 Geographical or spatial, 393-394 Germans approach to time, 46 low-context culture and, 40 Gerund, 283 Gestures, 44, 343 Gibson, Melissa K., 313n Gies, Florence, 533n Gilbert, Jennifer, 534n Gillmor, Dan, 537n Givens, Ron, 42n Glass ceiling, 41 Glasscock, Gretchen, 536n Goggins, David, 169 Gongloff, Mark, 434n, 538n Gonzales-Gann, Elizabeth, 298 Gonzalez, Fernando, 298 Good business style, 278 Good/well, 270 Goodall, H Lloyd, Jr., 537n Index 551 Goodwill, 7-9; see also You-attitude apologies and, 110-111 positive emphasis for, 103-111 Goodwill endings, 156 Goodwill presentations, 334; see also Oral presentations Google, 233,323,327 Gordon, Raymond L., 536n Gordon, Thomas, 300n, 536n Gore, Wilbert L., 10 Goswami, Dixie, 533n Gouran, Dennis S., 536n Grabmeier, Jeff, 197n Graham, Margaret Baker, 534n Grammar, 242-249 agreement, 243-245 case, 245 comma splices, 248 dangling modifiers, 246 fused sentences, 249 misplaced modifiers, 246-247 parallel structure, 247 predication errors, 247 professional image created through, 243 run-on sentences, 249 sentence clauses, 247-248 sentence errors, 247-248 sentence fragments, 249 Grammar checkers, 67,73 Granacki, Ann, 539n Grapevine, Graphs line, 432 paired, 428 truncated, 433 Greco, Susan, 535n Green, Cheryl, 41 Green, Heather, 535n Green Resource Group, 41 Greene, Yvonne A., 538n Greeting, 129 Grimm, Matthew, 10n Grossman, John, 307n Group bar charts, 431 Group messages, 307 Group presentations, 345; see also Oral presentations Group support software, 323 Grouped bar charts, 431 Groups analyzing members of, 24-28 characteristics of successful, 309-310 conflict in, 311-315 creating documents in, 317 ground rules for, 307 leadership in, 309-311,316 negative roles/actions in, 309 peer pressure in, 310-311 positive roles in, 310 responding to criticism, 313-314 roles people play in, 308-309 troubleshooting problems of, 312 Group think, 310-311 Gudykunst, William B., 533n Guided discussions, 335 H Haas, Christina, 533n Hacker, Carol A., 539n Hagge, John, 110, 534n Hall, Edward T., 46 Hallinan, Joseph T., 118n Hammer, Tove Helland, 534n Handwritten notes, 154 Hanft, Adam, 427n Harper, Nance L., 536n Harrington, Ann, 450n Harrington, Frances, 535n Harris, Michael M., 505n Harris, Philip R., 47, 536n Hart, Geoffrey J S, 269n Hartigan, John D., 535n Haskell, William, 228 Hayes, John R., 534n Header, 80 Headings, 75-76,396-398,442 Hearing, 297,299; see also Listening Hegarty, Edward J., 537n Hemphill, Barbara, 147 Henley, Nancy M., 533n Hensrud, Donald D., 107n Hernandez, Antonia, 279 Hemdl, Carl G., 536n Herzberg, Frederick, 121 Hidden job market, 451-453,483 Hidden negatives, 105-106 High-context cultures, 40,44 Hill, Erica, 233n Hill, Julie, 334n Hirsch, Penny L., 534n Histogams, 431-432 Hitzhusen, Fred, 533n Hodges, Larry, 338 Hoger, Beth, 307n, 311, 536n Hollander, Dory, 448 Holmes, Charles W., 54n Holtz, Herman, 354 Horowitz, Alan, 266n Horton, William, 538n Hot buttons, 29,362 Huckin, Thomas N., 536n Humor, 342 Humphrey, Brad, 3, 532n Hymowitz, Carol, 537n Hyphenation, 80 Hyphens, 253-254,332 I/me, 521 IBM, 10,41 Idioms, 59 I.e./e.g., 270 Illustrations, 55,419-420 Imperator, Gina, 204n, 537n Impersonal constructions, 95-96 Imply/infer, 270 Indent, 80 Inferences, 314 Infinitive, 283 Inform, Informal channels of communication, Informal meetings, 329-330 Informal reports, 353; see also Reports Informal visuals, 429 Information analyzing numbers, 378-379 analyzing source of, 378 analyzing words, 379-380 in business communications, checking logic, 380 documenting sources of, 380-384 finding, analyzing and documenting, 369-384 Internet searches, 371-373 keyword searches, 370 online/print research, 370-373 PAIBOC questions and, 11,21,156, 181,208 print sources for, 372 Information interviews, 450-451 Information overload, 23,32 Information reports, 353; see also Reports Informational leaders, 309,311 Informational messages, 307 Informative memo, 389-390 Informative messages, 145-159 checklist for, 159 e-mail, 227-228 organization of, 147-148,152 primary purposes of, 146 reader benefits and, 115,148, 150-153 secondary purposes of, 146 subject lines for, 146 types of, 152-154 Informative presentations, 334, 337; see also Oral presentations Informative reports, 388 Initial audience, 19,23 Instant messaging, 234 Intel, 324 Intensive pronouns, 245 Internal audiences, 6-7,64 Internal documents, 13 International audience communicating to, 50-55 writing to, 49-50 Internet; see also E-mail; Web pages conducting research on, 371-373 evaluating Web pages, 373 finding Web pages, 373 job hunting using, 449-450 networking via, 327 reference collections, 372 technologies available via, 233-234 Interpersonal communication, 6,306 Interpersonal leaders, 309,311 Interpersonal messages, 307 Interpersonal roles, 310 Interpretation, 22,32 552 Index Interviews, 373; see also Job interviews behavioral interviews, 511 communication behaviors of successful, 505 information interviews, 450-451 phone interview, 512 situational, 511 strategy for, 501-502 stress, 504 video interview, 512 Intonation, 341 Intrinsic benefits, 120-121,152 Introduction, 421 Introductory paragraph, 388 Italics, 256 It's/its, 101,270 J Jablin, Frederick M., 535n Jameson, Beverly, 299 Jameson, Daphne A., 7n Japanese body language of, 43 business introductions, 47 compliments, use of, 48 eye contact and, 44 high-context culture and, 40 motivation and, 43 silence, use of, 43,49 spatial arrangements, 45-46 values of, 42 written persuasive documents, 50 Jargon, 266-267 Jen, Mark, 233 Job application letters, 481-494 checklist for, 495 e-mail, 493-494 function of, 490 knowledge of position/ company, 488 length of, 490-491 positive emphasis, 492-493 prospecting letter, 483-484, 486-488 solicited letter, 483-485 standing out, 488-490 T-letters, 490-491 targeting specific company, 489 tone for, 492-493 you-attitude, 492 Job hunting, 445-454; see also Résumés changing jobs/field, 448,452 company knowledge, 447-449 employers' expectations, 500 enthusiasm as skill, 518 first-choice employer, 516,519 follow-up letters and calls, 516,519 hidden job market and, 451-453 information interviews, 450-451 Internet resources, 450 major weaknesses, addressing, 452-454 print sources for companies, 449 self-knowledge for, 447 successful method for, 447 Job interviews, 499-512 behavioral interviews, 511 clothing for, 501 communication behaviors of successful, 505 details for, 501-502 getting to, 502 negotiating salary/benefits, 510 note-taking during, 502 opening, body, close, 503-504 phone/video interviews, 512 practicing before, 503-505 situational interviews, 511-512 strategy for, 501 stress interviews, 504 successful interviewees, 505 traditional questions for, 505-509 what to bring to, 502 Job offers, 516 Job titles, 51-52 Johnson, Alissa, 279 Johnson, Angela D., 41n Johnson, David W., 536n Johnson, Frank P., 536n Johnson, Scott D., 536n Johnson, W B., 533n Jones, Carmen, 41 Judging-perceiving, 25 Judgment sample, 377,379 Justification reports, 353,388 K Kaczmarek, Stephen Kyo, 61n Kahlia, Paul, 315n Karr, Albert R., 539n Kazoleas, Dean C., 535n Keene, Michael L., 42, 533n, 538n Kellaher, Bob, 12n Kentucky Fried Chicken, 50 Key, Mary Ritchie, 533n Keywords, 370 Kiechel, Walter, III, 538n Kienzler, Donna Stine, 108n, 356, 537n, 539n Kiesler, Sara, 535n Kiley, David, 19n, 121n Kilts, James, 334 Kim, Min-Sun, 535n King, Ruth, 153 Kleiman n, Susan D., 387, 534n, 538n Kochman, Thomas, 48, 533n Koen, Deb, 5] On Koretz, Gene, 308n Kostelnick, Charles, 110, 534n Koudsi, Suzanne, 510n Kratts, Aimee, 330 Kripalani, Manjeet, 533n Krone, Kathleen, 535n Krotz, Joanna, 233 Krueger, Larry, 110 Kumayama, Akihisa, 534n Kuneva, Gergana, 44n Ku rata, Keisuke, 533n L Lach, Jennifer, 532n LaFrance, Marianne, 533n Lane, James, 263n Language bias-free, 51-55 nonagist, 53-54 nonracist, 53-54 nonsexist language, 51-53 people-first language, 54 Larson, Christine, 501n Late collection letters, 204 Lauer, Janice M., 538n Lawler, Edward E., III, 534n Layoffs and firings, 179 Layout, 66 Layton, Pamela, 536n Leader's Edge, 28 Leadership, in group, 309-311,316 Lectern/podium, 271 Lee, Sharon, 377 Leeber, Dan, 338 Lefton, Sarah, 240n Legal implications, 172,229 Legal phrases, 106 Leo, Kevin, 535n Leo Burnett Advertising Agency, 354 Letterhead, 132 Letters, 128; see also E-mail; Negative messages block format for, 129 courtesy titles, 109,134,138 follow-up, 516,519 format for, 129-139 long reports, 419 modified block format for, 129 of recommendation, 206 second pages for, 134-135 Lie/lay, 271 Lieb, David A., 68n Liebeskind, Ken, 324n Likert-type scale, 375 Line charts, 429-430 Line graphs, 432 Liptak, Adam, 293n List of illustrations, 419-420 Listening, 296-302 acknowledgment responses, 300-302 active listening, 299-300 avoiding assumptions, 298-299 disagreement with speaker and, 302 for feeling and facts, 299 focusing on speaker(s), 298 good listeners, practices of, 297-300 importance of, leadership and, 301 managing and, 300 paying attention while, 297-299 Literacy skills, Lobel, Sharon Alisa, 533n Locke, Michelle, 378n Locker, Kitty 0., 176n, 364n, 534n, 535n, 537n, 538n Logic, 380 Index 553 Long reports, 402-422 assumptions, 421 background or history for, 421-422 conclusions/recommendations for, 422 example of, 404-418 executive summary for, 420 format and style, 420 introduction for, 421 letter or memo of transmittal, 419 limitations, 421 list of illustrations for, 419-420 methods, 421 purpose, 421 scope, 421 table of contents for, 419 time management for, 403-404 title page, 404,419,421 Loose/lose, 271 Lopez, Julie Amparano, 539n Love need, 117 Lovitt, Carl R., 533n Low-context cultures, 40,44 Lozano, Monica, 298 Lucas, Stephen E., 537n Lucent Technologies, 41 Lunsford, Andrea, 315, 537n Luse, Donna W., 538n Lutz, Bob, 233 Lynch, Peter, 538n M Madden, Normandy, 97n Main clause, 247-248 Main points, overview of, 342-343 Major, Brenda, 533n Make-good reports, 353 Maltz, Daniel N., 48, 533n Malugani, Megan, 538n Management, 5-6 Managers communication and, 5-6 listening and, 300 Margins, 79,134 Marketing Research Association, 377 Martin, Joanne, 535n Maslow, Abraham H., 116, 534n Maslow's hierarchy of needs, 116-117 esteem, recognition, 117 love, belonging, 117 physical, 117 safety, security, 117 self-actualization, 117 Mathes, J C., 200, 532n, 535n Matson, Eric, 537n Mayo, Clara, 533n McCaulley, Mary H., 532n McCord, Elizabeth, 172 McDonald's, 39,97,119 McGill, R., 538n McGuire, Timothy W., 535n McIsaac, Claudia MonPere, 532n McKinsey & Co., 323 McLeod, Poppy Lauretta, 533n Mean, 379-380 Median, 379-380 Meetings, 322-331 agendas for, 324-325 decision-making strategies for, 326-327 effective participation at, 328 electronic meetings, 330-331 goals for chair of, 326 informal meetings with boss, 329-330 keeping on track, 326 minutes for, 328-329 networking in, 327 planning for, 323-326 types of, 323 Memo of transmittal, 419 Memos, 128 allocating time for writing, 63 example of, 140-141 format for, 139-142 negative memo (example), 177 page two of, 142 positive memo (example), 151 Mentor Training, 176 Mentors, 41,330 Merchant, Jerrold J., 533n Messages; see also E-mail; Informative messages; Negative messages; Persuasive messages; Positive messages to build goodwill, checklist for, 159,184,212-213 effectiveness of, 8-9,243 informative, persuasive, 6-7 purpose of, in organizations, 6-8 Met Life, 104 Michelin, 39 Middle collection letters, 204 Milbank, Dana, 139n Miller, Carolyn R., 536n Miller, Karen Lowry, 535n Mills, Robert S., 537n Mintzberg, Henry, 5, 532n Minutes of meeting, 328-329 Misplaced modifiers, 246-247 Mixed punctuation, 129 Mochari, Ilan, 204n, 535n Modahl, Mary, 26 Modern Language Association (MLA) format, 380-381,385-386 Modified block format, 129 example of, 131,133,136 Modifiers, 246-247 Molloy, John T., 46,501 Molloy, Tim, 108n Monochronic cultures, 46-47 Monologue presentation, 335 Moore, Fraizer, 203n Moore, Teresa, 537n Moral/morale, 271 Moran, Robert T., 536n Morgan, Gareth, 535n Morgan, Meg, 537n Morin, William, 448 Morkes, John, 232, 535n Morrison, Denise, 334 Morsch, Laura, 470n Morwitz, Vicki G., 376n Moss, Frederick K., 532n Mostvick, Roger K., 328, 537n Motivation cultural contrasts in, 43 Maslow's hierarchy of needs, 117 Muller, Joann, 169n Muoio, Anna, 538n Muslims; see also Arabs eye contact between, 44 values and beliefs of, 42 Myers, Isabel Briggs, 532n Myers-Briggs Type Indicator, 25-26 Nabisco, 334 Nadler, Lawrence B., 533n Nadler, Marjorie Keeshan, 533n Narration, 339 National culture, 42 Negative messages, 168-184 alternatives or compromises, 173-174 application example, 179-183 avoiding you in, 95 bad news, 110,169-170,175,177 buffers in, 176-178 bury negative information, 108 checklist for, 184 compact presentation of, 108 customers/others outside of organization, 170-173 e-mail, 227-228 endings, 175 example of, 171 legal implications of, 172 organization of, 169-170,173,175-178 peers/subordinates, 169,175-176,178 positive emphasis vs limitations, 106-107 primary/secondary purposes of, 169 psychological reactance phenomenon in, 173 reasons in, 170 refusal, 173 refusal with alternative (example), 174 subject line for, 169 superiors, 169,177 time allocation in, 180 tone, politeness, and power, 109-110 types of, 169,178-179 Negative performance appraisals, 179 Negative words, 263 hidden, 105-106 legal phrases, 106 words to avoid, 104 Negatives de-emphasizing techniques, 104-108 negative words/negative connotations, 104-106 554 Index Negatives-Cont omission of, 107-108 situations requiring, 103 words to avoid, 104 Nelson, Beverly H., 538n Nelson, Robert B., 328, 537n Netiquette, 231 Networking, 6,327 New Dress for Success (Molloy), 501 New Woman's Dress for Success Book (Molloy), 501 Nielsen, Jakob, 81, 170, 232, 535n Nielsen Media Research, 378 Nike, 28 Nine-Curt, Carmen Judith, 533n Noise, 22 Nokia, 39 Nolan, Roland, 41 Nominative pronouns, 245 Nonagist language, 53-54 Nonessential clause, 252 Nonracist language, 53-54 Nonsexist language, 51 examples of, 53 job titles, 51-52 nouns and pronouns, 52-54 words and phrases, 51 Nonverbal communication, 3,42-43 Nonverbal symbols, 46-47 NOSTUESO (No one speaks twice until everybody speaks once), 307 Notes, 343-344 Nouns, noun-pronoun agreement, 239,244 Numbers, 256-257,380,479 analyzing numbers, 378-379 Objections, 12 audience and, 21 identifying and overcoming, 197-200 PAIBOC questions, 12,156,181,208 in persuasive messages, 197-200 Objective pronouns, 245 Objective/ratio n ale, 271 Objects, 245 Odell, Lee, 534n Odum, Charles, 172n O'Keefe, Daniel J., 535n Olofson, Cathy, 537n One-on-one communication, One-on-one meetings, 323 One-two-three organization, 342 O'Neill, Vincent, 533n Online meetings, 323 Online résumés, 476 Open body positions, 43 Open punctuation, 129 Open questions, 374 Opening statements, 338 narration or anecdote, 339 question, 339-340 quotation, 340 startling statements, 338 Optimism, 104,107 Oral communication; see Verbal communication Oral presentations, 333-345 adapting ideas to audience, 335-336 choosing type of, 335 eye contact, 343 finding best voice, 34j goodwill presentations, 334 group presentations guidelines, 345 informative presentations, 334 keys for effective delivery, 342-344 notes and visuals, 343-344 openers/closers, creating, 336-340 organization of, 341-342 persuasive presentations, 334 planning decisions, 334-338 posture and gestures for, 343 purposes of, 334 questions from audience, 344-346 standing and gesturing, 343 transforming fear, 343 visuals for, 336-338 Orders, 203 Organization, 66 for audience, 29,31 of business writing, chronological, 341 of direct requests, 194-195 excluding alternatives, 341-342 of informative/positive messages, 147-148 of job hunting letters, 484 of negative messages, 169-170,173, 175-178 one-two-three, 342 of oral presentations, 341-342 of persuasive messages, 194 pro-con, 342 problem-causes-solution, 341 of problem-solving messages, 194, 196-197,199 of short reports, 391-395 Organizational culture analysis of, 27-28 defined, 27,31 discourse community, 27 effect on business communication, 19, 42,192 subcultures of, 28 writing styles and, 289-290 Organizations, analyzing people in, 26-28 Orientation, 307 Otis Engineering Corporation, 50 Overholt, Allison, 535n Overview of main points, 342-343 p Packer, A E., 533n Page design, 75-78 Page numbering, 80 Pagonis, William G., 299n PAIBOC (purpose, audience, information, benefits, objections, context) questions, 9, 11-13 audience(s), 11, 155, 181, 208 benefits, 12, 156, 181, 208 context, 12-13, 156, 181, 208 information, 11, 156, 181, 208 informative/positive messages example, 155-158 negative messages example, 179-183 objections, 12, 156, 181, 208 persuasive messages, 207-211 purpose, 11,155,181,208 Paired bar charts, 431-432 Paired graphs, 428 Panko, Raymond, 379 Paragraphs improvement of, 424 revision of, 277, 288-290 summary, 483 topic sentences for, 288-289 transitions to link ideas, 289 unity in, 288 Parallel structure, 189-190, 247, 287 Paraphrase, 314 Parentheses, 254 Parker Pen Company, 50 Parliamentary meetings, 323 Passive verbs, 95-96,280-281,283 Passive voice, 89 Pay-back reports, 353 Pc (photocopy), 134 Peer pressure, 310-311 Peers/subordinates, negative messages to, 169,175-176 People-first language, 54 Perception, 22,32,297 Perchonock, Ellen, 536n Perdue Farms, 50 Performance appraisals, 204-206 example of, 205 negative, 179 Period, 250, 254 Personal culture, 42 Personal pronoun, 246 Personal space, 44 Personal/personnel, 271 Personality, 25-26,221 Persuasion, you-attitude and, 92 Persuasive messages, 191-212 building common ground in, 202 building credibility in, 200 building emotional appeal in, 200-201 checklist for, 213 cultural contrasts in, 50 direct requests, 195, 212 e-mail, 227-228 example of, 207-211 Myers-Briggs types in, 25 objections, identifying and overcoming, 197-200 organization of, 194-195, 197 primary/secondary purposes of, 192 Index 555 problem-solving messages, 196-197,213 reader benefits and, 115 reason to act promptly, 202-203 strategies for, 192-193,200-203 subject line for, 193-194 torte in, 201 types of, 192,203-207 Persuasive presentations, 334; see also Oral presentations Pettit, John 0., 535n Petzinger, Thomas, Jr., 538n Pham, Alex, 126n Phishing, 229 Photographs, 30,55 Phrases, 248,289 Physical needs, 117 Pictograms, 431-432 Pie charts, 430-431 Pitch, Anton, 50n Pincus, Walter, 139n Pitch, 341 Plagiarism, 383 Planning, 61; see also Revision; Writing activities of, 61 dot planning, 327,329 guides for specific documents, 65 managing time during, 62-63 talking to audience, 64 Planning guide, 65 Plural pronouns, 261 Plurals, 125 Podmolik, Mary Ellen, 536n Politeness, 109-110,178,396 Pollock, Ted, 288n Polychronic cultures, 46-47 Pondy, Louis R., 535n Pope, Justin, 532n Population, 376 Porter, Natalie, 533n Porter, Richard E., 533n Positive emphasis, 103-111 apologies, 110-111 creation of, 104-108 ethical use of, 108 goodwill and, 94 in job application letters, 492-493 job interviews, 516 tone, politeness, and power, 109-110 Positive messages, 145-159 checklist for, 159 e-mail, 228 organization of, 147-148,152 positive letter (example), 149-150 positive memo (example), 151 reader benefits in, 150-153 subject lines for, 146-147 types of, 152-154 you-attitude, 94-95 Positive words, 263 Posner, Andrew, Possessive pronouns, 101-102,245 Possessives, 113-114,125 Possible/possibly, 271 Powell, Mike, 340 Power choice of words and, 109 negative messages and, 109-110 PowerPoint slides, 79-80,82, 336-338,344 Powers, Melanie E., 535n Practices, 42 Precede/proceed, 271 Predication errors, 247 Prefontaine, Steve, 28 Presentation slides, 79-80 Presentation software, 336 Presentations; see Oral presentations Presenting problem, 313 Primary audience, 19,23,31 Primary research, 369 Principal/principle, 271 Print preview, 80 Print sources for research, 372,449 Pro-con, 342 Problem-causes-solution, 341 Problem-solution, 392 Problem-solving persuasive messages, 192-193 checklist for, 213 example of, 198 organization of, 194,196-197,199 subject line for, 193 time allocation in, 207 Problem-solving reports, 353 Procedural leaders, 309,311 Procedural messages, 307 Procrastination, 70 Procter & Gamble, 27 Product placement, 203 Professional image, 132,243 Progress reports chronological, 364 elements of, 363 example, 365 image and, 363 potential problems, 363 recommendation, 366 task progress reports, 365-366 trial balloons, 363 Pronouns eliminating sexist language, 52 intensive, 245 nominative, 245 noun-pronoun agreement, 239,244 objective, 245 personal, 246 possessive, 245 reflective, 245 Proofreading, 61-62,65,67,479 co-authored documents, 317 marked text (example), 258 marking errors when, 257-258 résumé, 459 Proofreading symbols, 257 Proportional fonts, 78 Proposals, 352-363 budget and costs, 362-363 class research projects, 356-361 elements of, 355-360 funding proposals, 362 hot buttons in, 362 planning guide for, 65 purpose statement, 354 requests for proposals (RFPs), 356 research preparations prior to, 353-355 sales proposals, 361-362 situation, proposal, final report, 355 time allocation in, 354 Prospecting letters, 483-484,486-488 example of, 486 first paragraphs of, 487 last paragraphs, 487 organization of, 484,487 solicited vs., 483-490 Psychographic characteristics, 26 Psychological description, 119-120,123 Psychological reactance, 173,192 Punctuation, 250-257,479 apostrophe, 250-251 colon, 251-252 commas, 250,252-253 dashes, 250,253,256-257,332 ellipses, 256 hyphens, 253-254,332 italics, 256 parentheses, 254 periods, 254 quotation marks, 255 for quoting sources, 255 semicolons, 254-255 square brackets, 255 underlining, 256 Purpose of business communication, PAIBOC questions, 11,20,155, 181,208 Purpose statement, 354,356 Q Quam, Ross, 448 Quarterly reports, 353 Questionnaires, 373 example of, 374 Questions asking specific and polite, 396 branching, 376 closed/open, 375 multiple-choice, 375-376 overlapping/discrete categories, 376 surveys or interviews, 373-375 to start oral presentations, 339-340 Quickcorrect feature, 80 Quiet/quite, 272 Quinn, Jane Bryant, 383 Quintanilla, Carl, 538n Quotation, 340 Quotation marks, 255 R Ragged right margins, 79 Random sample, 377,379 556 Index Range, 379-380 Raskin, Andy, 4n Rauch, Thyra, 538n Ray, George B., 341 Reader benefits, 12,21,119-123 criteria for, 118 defined, 115-116 explanation of, 116 features as benefits, 117-119 feelings, fears, and needs, 116 guidelines for details, 119-120 identification of, 116-119 informative/positive messages, 148, 150-152 justifying negative information, 107 matching audience and, 122 reason for prompt action, 202-203 use of, 120-123 you-attitude and, 93-96,123 Recognition need, 117 Recommendation letters, 206 Recommendation progress reports, 366 Recommendation reports, 353, 422; see also Reports Reder, Stephen, "Red-flag" words, 29 Reference line, 129 Referrals, 451,453 Reflexive pronouns, 245 Refusals, 173,178-179 with alternative, 173 direct/implied, 173 Regional culture, 42 Regular staff meetings, 323 Regulate/relegate, 272 Reichheld, Frederick F., 538n Reinsch, N Lamar, Jr., 104, 534n Rejections, 178-179 Report titles, 404,419,421 Reports; see also Long reports; Progress reports; Proposals; Short reports; Visuals basic steps in, 352 closure reports, 388 defined, 353 feasibility, 388 informative, 353,388 justification, 388-391 levels of, 363 preparation/research for, 353-355 Request or persuade, Request for Proposals (RFPs), 356 Research; see also Class research projects class research projects, 356-361 primary research, 369 proposals and reports, 353-355 survey/interviews writing, 373-376 Residence/residents, 272 Respectfully/respectively, 272 Respondents, 373 Résumés, 457-477; see also Job hunting action verbs for, 465-466 attracting attention to, 458-459 career objective, 469 checklist for, 477 chronological résumé, 460-461,463, 465-466 creating by computers, 459 creating nonstandard categories for, 473 education section, 470-471 honors and awards on, 471-472 keywords for sample jobs, 470 length of, 473 major weaknesses, addressing in, 452-454 online résumé, 476 references, 472 scannable, 473-476 skills résumé, 460,462,464, 466-469 summary of qualifications on, 470,473 time allocation in, 458 types of, 460 Reverse chronology, 460,465 Reverse psychology, 103 Revision, 61, 65-68, 70; see also Writing activities of, 61 checklist for, 66 of co-authored documents, 317 content and clarity, 66 elements of, 65 feedback, 68-69 grammar checkers, 67 organization and layout, 66 paragraphs, 288-290 sentences, 277-288 spell checkers, 67 style and tone, 66 time planning for, 62-63 you-attitude in, 96-99 Reward and punishment, 192 Reynolds, Fred, 65n, 534n Rice, Condoleezza, 139 Rico, Gabriela Lusser, 534n Rigdon, Joan E., 537n Ritchie, Karen, 533n Rivera, Sharon, 68 Robbins, Stephen P., 313, 536n Roberts, David D., 537n Robert's Rules of Order, 323 Robinson, Ray, 539n Rogers, Priscilla S., 535n Role/roll, 272 Romano, Joseph D., 355n Rose, Mike, 534n Rose, Richard C., 539n Rothbaum, Barbara 0., 338 Rothchild, John, 538n Rothenberger, Cecilia, 28, 532n Rousing Creativity Group, 117 Rowland, Kenneth, 534n Rozhon, Tracie, 538n Rubin, Harriet, 41n Run-on sentences, 249,275-276 Rutherford, LeAne, 538n Ryan, Kevin, 26n S Safety need, 117 Sahadi, Jeanne, 448 Sales, 192 Sales presentation, 335 Sales proposals, 361-362 Sales reports, 353,394 Saliard, Shannon, lln Salutation, 129 Samovar, Larry A., 533n Samples, 377,379 Sands, Judith Gordon, 300n, 536n Sans serif fonts, 78 Sato, Mitsuru, 197 Saville-Troike, Muriel, 49, 534n Savin, Harris B., 536n Scannable résumés, 473-476 Schellhardt, Timothy D., 538n Schmandt-Besserat, Denise, 8n School writing, 4-5 Schrage, Michael, 379n, 537n Schryer, Catherine, 178n Schullery, Nancy M., 307n, 311, 313n, 536n Schultz, Beatrice, 536n Schwartz, John, 427n Second-person, 288 Secondary audience, 19,23 Secondary research, 369 Security need, 117 Segmented bar charts, 431-432 Self-actualization need, 117 Seligman, Martin, 104 Semicolon, 250,254-255 Sensing-intuition, 25 Sentence fragments, 17,249,252 Sentences active verbs, 280-281 combining to tighten writing, 283,304 compound, 284 fused, 249 grouping words into chunks in, 288 including readers in, 287-288 length and structure, 284-287 main clauses, 247 parallel structure, 287 phrases, 248 punctuation inside, 250-255 revision of, 277-288 run-on, 249 sentence errors, 247-249 simple, 284 subordinate clauses, 248 tighten writing, 282-284 topic sentences, 288-289,396-397 verbs to carry weight of, 281-282 you-attitude in, 93-96 Serif fonts, 78 Shelby, Annette N., 104, 534n Shellenbarger, Sue, 539n Index 557 Sherman, Mark A., 534n Sherwood, Sonja, 28n, 447n Short reports, 387-398 chronological, 394-395 comparison/contrast, 392 elimination of alternatives, 392-393 feasibility reports, 388 functional, 394 general-particular/particulargeneral, 393 geographic or spatial, 393-394 justification reports, 388-391 organization of, 388-395 problem-solution, 392 style for, 395-398 Shwom, Barbara L., 534n Siegel, Jane, 535n Siegel, Matt, 533n Siemens, 152 Signpost, 342-343 Silence, 49 Silverman, Julia, 119n Silverman, Rachel Emma, 510n, 535n, 538n Simmons, Sophie, 122 Simons, Tad, 537n Simons, Tony, 109n Simple sentences, 284 Simple/simplistic, 272 Simpson, Adrian J., 536n Singular/plural possessives, 113-114 Sittenfeld, Curtis, 147n Skills résumé, 460,462,464,466-469 Slides; see also Visuals design of, 79-80 effective/ineffective colors, 80 PowerPoint slides, 79-80,82 Sloan, Steven, 510n Sloate, Laura, 328 Slogans, 59 Smith, Rebecca, 470n, 538n Smith, W J., 432, 538n Snow, Craig, 537n Solicited letters, 483-484,486-488 example of, 485 first paragraph of, 484 last paragraph, 487 organization of, 484 prospecting vs., 483-490 Solomon, Caleb, 536n Solutions Marketing Group, 41 Sources, documentation of, 380-384 Space, 44 Spatial arrangements, 45-46 Spatial pattern, 393-394 Speaking, importance of, Specificity, 396 Spell checkers, 67,73,269 Spilka, Rachel, 64, 534n Splice, 36 Split infinitives, 261 Spot visuals, 429 Square brackets, 255,384 SRI Consulting Business Intelligence, 26 Stacked bar charts, 431-432 Staff meetings, 323 Standard agenda, 326-327,329 Standing, 343 Star, Karen, 224n Stationary/stationery, 272 Steinberg, Jacques, 119n Stereotypes, 50,52 Stern, Gabriella, 535n Stevenson, Dwight W., 200, 532n, 535n Stewart, Lea P., 533n Stokes, Jeff, 3, 532n Stone Brown, C., 279 Storey, Greg, 139 Stories, 428-430 Storyboard, 64 Strategy, for audience, 28 Stromp, Steve, 501 Student groups, 309-310 Student questionnaires, 374 Student reports; see Class research projects Style for audience, 29 for business communication, 5,66, 231-232 conversational style, 278 different levels of, 278 good business style, 278 good style, 278 improvement of, 280-281 organizational culture and, 289-290 traditional term paper, 278 Subcultures, 28 Subdivided bar charts, 431-432 Subject, 245 placement of, 286 Subject lines, 129,227,442 appropriateness of, 147 directed, 194 for e-mail messages, 225-228 for informative/positive messages, 146,227 making concise, 147 making specific, 147 for negative messages, 169,227 for persuasive messages, 193,227 Subject and verb agreement, 143-144,243 Subjects, survey/interview respondents, 373 Subordinate clauses, 247-248 Suchan, James, 192, 289, 535-536n Sullivan, John, 448, 448n Sullivan, Patricia, 538n Summaries, 153 Summary sentence, 483 Sun Microsystems, 30 Superiors, negative messages to, 175 Surveys, 373 samples for, 376-378 T T-letters, 490-491 Tab settings, 80 Table of contents, 419 Tables, 419,429-430,432 Tabs, 80 Taft, Bob, 110 Tagami, Ty, 297n Taleroski, Joe, 61 Talking heads, 398,442 Tannen, Deborah, 47, 533-535n Task progress reports, 365-366 Task roles, 310 Team meetings, 323-324; see also Meetings Teamwork; see Writing teams Technical jargon, 266 Technical terms, 31,262,266-267 Tefler, Lauren, 122 Teleconferencing, 330-331 Tempo, 341 Terberg, Julie, 537n Texas Instruments, 39 Thank-you notes, 154 Theibert, Phil, 537n Their/there/they're, 272 Thinking-feeling, 25 Third-person, 287 Thomas, Lauren Channel, 279 Thorell, L G., 432, 538n Thralls, Charlotte, 536n 3M, 39,202,324 Tibbetts, Ann, 536n Time in conflict situation, 314 cultural differences in approach to, 46 monochronic/polychronic cultures, 46-47 planning, writing, revising allocation, 62-63 reader's time, 8-9 reason for prompt action, 202-203 Time management for e-mail, 228-230 for long reports, 403-404 negative memos, 180 problem-solving persuasive memo, 207 for report writing, 354 for résumé writing, 458 Ting-Toomey, Stella, 533n Title page, 404 1h/too/two, 272 Tognazzini, Bruce, 75n Tone, 66,109 choosing right, 279 job application letters, 492-493 negative messages, 109-110 persuasive messages, 201 Topic headings, 397 Topic sentences, 288-289,396-397 Touch, 44-45 Towers Perrin, 175,340 Trade journals, 450 Traditional term paper style, 278 Transitions, 288-289,396-397,424 Transmittals, 152-153 558 Index Transmitting (communication process), 22,32 Trip report, 65 Tropman, John E., 311, 536n Truncated graphs, 433 Truss, Lynne, 252 Tufte, Edward R., 427, 433, 538n Two-person communication model, 22 Tyler, Lisa, 534n U Ulijn, J M., 43n Underlining, 256 Understatement, 48 Unified paragraph, 424 Unique/unusual, 273 United States body language, 43 business introductions in, 47 as low-context culture, 40 motivation and, 43 written persuasive documents, 50 U.S Census bureau, 39,52,54 U.S Department of Labor, U.S Postal Service state abbreviations, 134,137 Unity, 288 V Values, 26,42 Values and Lifestyles (VALS) profiles, 26 Vargas, Marjorie Fink, 533n, 537n Variety, in sentence length/pattern, 424 Veiga, Alex, 192n Venting, 311 Verbal communication, 3,32 compliments, 48 conversational style in, 47 cultural understanding and, 47-49 silence, 49 understatement and exaggeration, 48 Verbal/oral, 261,273 Verbs active/passive verbs, 280-281,283 mixing verb tenses, 368 placement of, 286 Vested interest, 197 Victor, David A., 40, 533n Videoconferencing, 234,330 Virgas, Jennifer, 433n Virus, 231 Visuals, 426-436; see also Slides accuracy of, 433-435 for audience, 30,336-338 bar charts, 431-432 business communication, choosing type of, 429 clip art, 432-433 color in, 432-433 components of, 429-430 design conventions, 429-430 ethical use of information in, 433-435 in final presentation/documents, 427 guidelines for presentations, 336 integration into text, 435 line graphs, 432 for oral presentations, 336-338, 343-344 pie charts, 430-431 presentation vs document, 435-436 presentation slides, 79-80,336 in rough drafts, 427 stories told by, 428 tables, 430 Viviano, JoAnne, 119n Voice, 341 Volume, 341 Voting, 324 w W L Gore & Associates, 10 Wald, Matthew L., 427n Wall Data, 103 Wanous, John P., 534n Warner, Fara, 537n Warshaw, Michael, 122n Wastler, Allen, 503n Watchdog audience, 19,23 Watson, Noshua, 121n Watson Wyatt Worldwide, Web pages, 222 blogging, 232-233 design of, 81 evaluating, 373 finding, 373 writing style for, 231-232 Web research job sites, 450 sources for, 371-372 Webb, John, 42, 533n WebEx, 323 Webster, Tia, 338n Weeks, Francis W., 535n Weger, John J., 535n Weinhaus, Evonne, 199 Weinstein, Elizabeth, 224n Weissman, Jerry, 334 Weisul, Kimberly, 404n Welsh-Huggins, Andrew, 110n Wendleton, Kate, 510, 516, 539n Whether/weather, 273 Whirlpool, 29 White space, 75 Who/whom, 521 Widows and orphans, 80 Wilder, Claudyne, 344n Williams, Andrea, 537n Wills, J., 537n Wilson, Steven R., 535n WIRMI (What I really mean is), 280 Wolvin, Andrew D., 536n Woman's Dress for Success Book, The (Molloy), 46 Wong, Shantel, 97 Woodruff, David, 535n Word-processing programs letters and memos, 80 printing, 80 Words accurate, 262 analysis of, 379-380 appropriate, 262 bypassing, 263 choosing, 262-273 confusing words, 267-273 connotation of, 263-265 critical thinking for, 265 detonation of, 263 eliminating unnecessary words, 282-283 familiar, 262 importance of using right word, 263-266 jargon, 266-267 meaning of, 266 negative, 263 nonsexist language, 51 positive, 263 transition, 289 Wordy writing/wordiness, 282-283 World Factbook, 46 World Wide Web; see Internet Writer's block, 70 Writing, 61; see also Co-authored documents; Planning; Revision bias-free documents, 51-55 direct requests, 195 expressing personality in, 221 good style, 278 importance of, organizational culture and style, 289-290 school writing, 4-5 tightening your, 282-284,395-396 time planning for, 62-63 to international audience, 49-50 writer's block/procrastination, 70 Writing skills, Writing teams, 306-317 conflict and, 311-313,315 creating co-authored documents, 315-317 group ground rules, 307 group message categories, 307 groupthink and, 310-311 responding to criticism, 313-314 roles played in, 308-310 Wuorio, Jeff, 233, 536n X Xerox, 122,515 Yahoo!, 327 Yochi I n, Dayana, 150n Index 559 You-attitude, 92-99 in conflict resolution, 315 creation of, 93-96 defined, 92,94 feelings and, 94 in job application letters, 492 letter (example), 96-97 in negative situations, 95-96, 107,175 in positive situations, 94-95 reader benefits and, 93-94,123 topic sentences, 288 You/I, 496 Your/you're, 273 Zack, Liz, 10n Zelazny, Gene, 428, 538n Zelikow, Philip D., 419n Zielinski, Dave, 338n Zip code clusters, 26 Zip codes, 129 ... Answers 532 Endnotes 536 Credits 545 Index 547 Business Communication BUILDING CRITICAL SKILLS Building Blocks for E -ective Messages Module Business Communication, Management, and Success Module... as truly remarkable Guided Tour The 3rd edition of Business Communication: Building Critical Skills reinforces the essential skills of good communication The contents consist not of chapters... own writing August 20, 2006 Dear Professor: Business Communication: Building Critical Skills (BCS) is here to help make your job teaching business communication a little bit easier Its modular