Giáo trình business and administrative communication 11e by locker

Business and Administrative Communication ELEVENTH EDITION KITTY O LOCKER The Ohio State University DONNA S KIENZLER Iowa State University BUSINESS AND ADMINISTRATIVE COMMUNICATION, ELEVENTH EDITION Published by McGraw-Hill Education, Penn Plaza, New York, NY 10121 Copyright © 2015 by McGraw-Hill Education All rights reserved Printed in the United States of America Previous editions © 2013, 2010, and 2008 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 McGraw-Hill Education, 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 DOW/DOW ISBN 978-0-07-340325-0 MHID 0-07-340325-3 Senior Vice President, Products & Markets: Kurt L Strand Vice President, Content Production & Technology Services: Kimberly Meriwether David Managing Director: Paul Ducham Senior Brand Manager: Anke Braun Weekes Executive Director of Development: Ann Torbert Development Editor II: Kelly I Pekelder Digital Product Analyst: Kerry Shanahan Marketing Manager: Michael Gedatus Marketing Specialist: Elizabeth Steiner Cover image credits: © Graham Bell/Corbis; Klaus Tiedge Director, Content Production: Terri Schiesl © Corbis All Rights Reserved; © Marnie Burkhart/Corbis; Content Project Manager: Diane L Nowaczyk © Adie Bush/cultura/Corbis; © Ocean/Corbis (multiple images); Content Project Manager: Susan Lombardi © Moment/cultura/Corbis; © Erik Isakson/Tetra Images/ Senior Buyer: Michael R McCormick Corbis (multiple images); Hill Street Studios; Fuse; Michael Philip Designer: Debra Kubiak O’Malley; © Scott Dunlap/Getty Images; Troels Graugaard Lead Content Licensing Specialist: Keri Johnson (photographer); Aaron Roeth Photography; © PIXTAL; © Digital Typeface: 10.5/12 Palatino Vision/Getty Images; Denise McCullough; © Sam Edwards/age Compositor: Laserwords Private Limited fotostock (multiple images); © Floresco Productions/age fotostock; Printer: R.R Donnelley © Chris Ryan/age fotostock (multiple images) All credits appearing on page or at the end of the book are considered to be an extension of the copyright page Library of Congress Cataloging-in-Publication Data Locker, Kitty O Business and administrative communication / Kitty O Locker, The Ohio State University, Donna Kienzler, Iowa State University.—Eleventh edition pages cm Includes bibliographical references and index ISBN 978-0-07-340325-0 (alk paper)—ISBN 0-07-340325-3 (alk paper) Business communication Communication in management I Kienzler, Donna S II Title HF5718.L63 2015 651.7—dc23 2013041024 The Internet addresses listed in the text were accurate at the time of publication The inclusion of a website does not indicate an endorsement by the authors or McGraw-Hill Education, and McGrawHill Education does not guarantee the accuracy of the information presented at these sites www.mhhe.com To my beloved husband, Jim, and dearest friend Kitty A Debt of Gratitude Kitty O Locker was my closest friend and professional colleague We met in graduate school and mentored each other throughout our careers She devoted herself to making Business and Administrative Communication a leading textbook, and I am proud to carry forward her tradition of excellence Christopher Toth is a third person who has consistently contributed to the content and quality of Business and Administrative Communication (BAC) Christopher began working on BAC with the 8th edition, researching content, writing many sidebars, developing new exercises, and selecting photos; he also wrote the Mosaic extended case (available online), and co-revised the Instructor’s Manual and PowerPoint slides He has continued to take a growing role in BAC For the last two editions, in addition to helping with research and photographs, he has collaborated on text changes, updated the five chapters in the “Proposals and Reports” section plus the “Designing Documents” chapter, and written most of the ancillary materials Christopher is an Assistant Professor at Grand Valley State University in Allendale, Michigan, where he teaches business communication, document design, professional writing, and visual rhetoric His research interests are visual design, negative messages, technology concerns, and writing pedagogy He consistently presents his research at the Association for Business Communication’s annual conference For that organization, he also serves as the chair of the Technology Board iv T H E A U T H O R D onna S Kienzler is a Professor Emeritus of English at Iowa State University in Ames, Iowa, where she taught in the Rhetoric and Professional Communication program She was the Director of Advanced Communication and oversaw more than 120 sections of business and technical communication annually She was also an Assistant Director of the university’s Center for Excellence in Learning and Teaching, where she taught classes, seminars, and workshops on pedagogy; directed graduate student programming; and directed the Preparing Future Faculty program, a careertraining program for graduate students and postdoctoral fellows Her research focused on pedagogy and ethics Her article with Helen Ewald, “Speech Act Theory and Business Communication Conventions,” won an Association for Business Communication (ABC) Alpha Kappa Psi Foundation Award for distinguished publication in business communication Her article with Carol David, “Towards an Emancipatory Pedagogy in Service Courses and User Departments,” was part of a collection that won a National Council of Teachers of English (NCTE) Award for Excellence in Technical and Scientific Communication: Best Collection of Essays in Technical or Scientific Communication She has done consulting work for the Air Force, Tracor Consulting, Green Engineering, Northwestern Bell, Iowa Merit Employment, the Iowa Department of Transportation, the University of Missouri, and her local school district She is active in the Association for Business Communication (ABC), where she currently serves on the board of directors as well as on the Business Practices and the Teaching Practices Committees She also served on ABC’s Ad Hoc Committee on Professional Ethics, which developed a Professional Ethics Statement for the national organization In 2002, she received ABC’s Meada Gibbs Outstanding Teacher Award v B R I E F PA R T O N E C O N T E N T S The Building Blocks of Effective Messages Succeeding in Business Communication 2 Adapting Your Message to Your Audience 26 Building Goodwill 56 Navigating the Business Communication Environment PA R T T W O 86 The Communication Process Planning, Composing, and Revising 118 Designing Documents 158 Communicating across Cultures 186 Working and Writing in Teams 212 PA R T T H R E E Basic Business Messages Sharing Informative and Positive Messages with Appropriate Technology 242 10 Delivering Negative Messages 286 11 Crafting Persuasive Messages 322 PA R T F O U R The Job Hunt 12 Building Résumés 374 13 Writing Job Application Letters 420 14 Interviewing, Writing Follow-Up Messages, and Succeeding in the Job 452 PA R T F I V E Proposals and Reports 15 Researching Proposals and Reports 486 16 Creating Visuals and Data Displays 518 17 Writing Proposals and Progress Reports 550 18 Analyzing Information and Writing Reports 574 19 Making Oral Presentations 620 Appendixes A Formatting Letters and E-mail Messages B Writing Correctly 658 C Citing and Documenting Sources 683 Glossary 692 Photo Credits Index vi 703 702 648 Connect ® + BAC = Effective Communicators Business and Administrative Communication (BAC) is flexible, specific, interesting, comprehensive, and up-to-date BAC uses a rhetorical emphasis of audience purpose, and context allowing communicators to shape their messages appropriately for all channels and purposes BAC conveys the best possible advice to students while Connect® Business Communication allows students to apply concepts and practice skills McGraw-Hill Connect Business Communication Connect is an all-digital teaching and learning environment designed from the ground up to work with the way instructors and students think, teach, and learn As a digital teaching, assignment, and assessment platform, Connect strengthens the link among faculty, students, and coursework, helping everyone accomplish more in less time LearnSmart Achieve: Excel in Your Writing LearnSmart Achieve is a revolutionary new learning system that combines a continually adaptive learning experience with important, rich, dynamic learning resources to help students learn the material, retain more knowledge and get better grades Some student results can be found on the front inside cover of this text As a student progresses through LearnSmart Achieve, the program’s continuously adaptive learning path adjusts to deliver just-in-time resources—instructional videos, simulations—catered to each student’s needs This model is designed to accelerate learning and strengthen memory recall LearnSmart Achieve for Business Communication develops or improves editing skills and empowers students to put responsible writing into practice With interactive documentation tools, it helps students master the foundations of writing Developed vii based on ethnographic qualitative and quantitative research, it addresses the needs of today’s classrooms, both online and traditional Presentation Skills: Skill Practice Inside and Outside the Classroom Connect’s presentation capture tool gives instructors the ability to evaluate presentations and students the freedom to practice their presentations anytime, and anywhere With its fully customizable rubric, instructors can measure students’ uploaded presentations against course outcome and give students specific feedback on where improvement is needed Interactive Applications: A Higher Level of Learning Interactive Applications for each chapter allow students to practice real business situations, stimulate critical thinking, and reinforce key concepts Students receive immediate feedback and can track their progress in their own report Detailed results let instructors see at a glance how each student performs and easily track the progress of every student in their course viii Connect Plus Business Communication Connect Plus Business Communication gives students access to an integrated e-book, allowing for anytime, anywhere access to the textbook With each homework problem directly mapped to the topic in the book, the student is only one click away from the textbook The e-book also includes a powerful search function that allows students to quickly scan the entire book for relevant topics Efficient Administrative Capabilities Connect offers you, the instructor, autogradable material in an effort to facilitate teaching and learning Student Progress Tracking Connect keeps instructors informed about how each student, section, and class is performing, allowing for more productive use of lecture and office hours The progress tracking function enables instructors to: ■ ■ ■ View scored work immediately and track individual or group performance with assignment and grade reports Access an instant view of student or class performance relative to learning objectives Collect data and generate reports required by many accreditation organizations, such as AACSB Connect and LearnSmart allow me to present course material to students in more ways than just the explanations they hear from me directly Because of this, students are processing the material in new ways, requiring them to think I now have more students asking questions in class because the more we think, the more we question Sharon Feaster, Instructor at Hinds Community College ix S U B J E C T A Abbreviations in instant messaging and texting, 250 punctuation and, 664, 669 state and province, 657 (fig.) ABI/Inform Thesaurus, 493 Abstracts, 609, 612 accede/exceed, 671 accept/except, 672 access/excess, 672 Accessibility, of web pages, 175, 176 Accident reports, 489, 592 Accuracy, in visuals and data displays, 526–527 Acknowledgment responses, 94 Acronyms, 132, 406 Action close, in sales and fund-raising message, 349 Active listening, 94, 95 Active voice, 132–135 Activities, on résumé, 401–402 ADA See Americans with Disabilities Act (ADA) adapt/adopt, 672 Administrative documents, 123–127 Advertising money for, 35 online, 35 sexism in, 27 television viewers available for, 35–36 texting as, 36 advice/advise, 672 affect/effect, 672 affluent/effluent, 672 Affordable Care Act, 32 Afghanistan, 487 Africa, 106, 202 African American community nonracist language and, 74–75 shopping dollars, 57 stereotypes and, 191 Age designing for baby boomers, 162 diversifying workforce and, 192 as element of audience analysis, 31, 32 by group, in America, 191 non-ageist language, 74–75 nonverbal meaning of, 199 teens, texting, advertising, and, 36 U.S population and, 70 Agenda, 228 Agreement noun-pronoun, 660 subject-verb, 659–660 Airline complaint tips, 303 (fig.) a lot/allot, 672 Alternatives 712 I N D E X elimination of alternatives pattern, 585 in negative messages, 297 American Psychological Association (APA), 509, 684, 685, 686 (fig.), 688 (fig.) Americans with Disabilities Act (ADA), 74, 176 America’s Next Top Model, 507 among/between, 672 amount/number, 672 Analytical reports, 488 Anchoring effect, 351 and/but, 127 Android phones, 245 Anecdote, in oral presentation, 627 Animation, for PowerPoint, 630 Annual report, (fig.), 489 (fig.), 580, 586, 591 APA See American Psychological Association (APA) Apologies cross-cultural, 298 successful, 299 Toyota example, 294, 298 Apostrophe, 666 Appalachian Voices, 522 Appeal to authority, 327 (fig.) Appeal to ignorance, 327 (fig.) Appeal to popularity, 327 (fig.) Appendixes, for reports, 583 Application essays, 440–441 Appraisals See Performance appraisals; Performance Reviews Appropriateness, and positive emphasis of words, 67 Arab countries, 202 (fig.) Arabic heritage group, 191, 192, 195 (fig.) Argument, 326–327 Asia, 106, 193, 197, 201 (fig.), 221 Asian community, 57 Assignments, technologies for, 229 Assumptions section, in report, 610 Attachment, e-mail, 654, 655 (fig.) Attack responses, 640 Attire, for job interview, 458–459 Attitude, 437 attributed/contributed, 672–673 Audience adapting message to, 37–41 advertising and sexism, 27 analyzing Affordable Care Act and, 32 customers, 38 group members, 30–32 individuals, 29–30 organizational culture and the discourse community, 32–33 questions for, 37–41, 48 success of, 41–42 auxiliary, 28, 29, 47 benefits to characteristics of, 42–44 identifying and developing, 44–45 in informative and positive messages, 263–264 success of, 45–46 you-attitude and, 59 channel for, choosing, 14, 34–36 characteristics of, 15 convince to act promptly, 338 expectations of visuals, 521 external, extrinsic motivators of, 42–43 gatekeeper, 28, 29, 47 generational differences, 32 (fig.) identifying, 15, 28–29 information use by, 38 internal, international writing to, 200–202 you-attitude and, 61 intrinsic motivators of, 42–43 involving, with technology, 637–638 literacy levels of, 29 multiple, with different needs, 28, 46–47 objections of, dealing with, 336–338 obstacles to overcome, 39 for oral presentation, 625–626 organizing information to fit, 16 positive aspects for emphasis, 39–40 primary, 28, 29, 47 product returns cost, 46 psychographic characteristics of, 31–32 reaction to, initial, 37–38 reading levels of, 29 saving face, 337–338 secondary, 28, 29, 47 strengths of, playing to, 30 time of, importance of, 12 types of, 28 watchdog, 28, 29, 47 writing for, 123 Audience focus, 339 Audience response devices, 638 Audit reports, 489 (fig.) Australia, 197, 519 Austria, 36 Authoritative body language, 98 Autocorrect, 672 Auxiliary audience, 28, 29, 47 Avatar, 583 Average, 580 Aversion to loss, 328 Awards See Honors and awards Subject Index B Baby boomers, 31, 32 (fig.), 162 Backchannel, 637–638, 638 Background, of PowerPoint slides, 636 Background or history, for report, 611 Bad news See Negative messages Ballpark figures, 578 Bangladesh, 190, 196 Bar chart, 523, 524 (fig.), 530–531, 531 (fig.) bcc (blind copy), 257, 654 Behavior, during job interview, 460–461, 464 (fig.) Behavioral economics, 328, 336 Behavioral interviews, 469–470, 479 Belgium, 197, 218 Beliefs, 194, 195 (fig.) Benefits See Audience, benefits to; Job offer Bias-free language, 58 in advertising, 27 checking for, 70–76 defined, 71 disabilities and diseases, people with, 75–76 nonracist and non-ageist, 74–75 people-first language, 75–76 reducing, 77 Bias-free photos and illustrations, 76 Big data, 109 Biometrics, 507 Bird by Bird: Some Instructions on Writing and Life (Lamott), 123–124 Blind copy (bcc), 257, 654 Blink: The Power of Thinking without Thinking (Gladwell), 96 Block format, 649, 651 (fig.), 653 (fig.) Blocking, in teams, 216 Blogs, 103–104, 253, 382 Blue Man Group, 232 Body of formal report, 602 (fig.), 604 (fig.), 611 of job interview, 463 of oral presentation, 628–629 in sales and fund-raising messages, 347–349 Body language authoritative, 98 closed (defensive) body position, 98 eye contact, 68, 97, 196, 635 gestures, 196–197, 636–637 job interview mistakes, 461 open position, 98 other cultures and, 98–99 Boilerplate, 128, 147 Boolean search, 493 Boston Marathon bombings, 104, 526 Brackets, square, 670 Brainstorming, 14–15, 120, 123, 218 (fig.), 552–555 Branching questions, 502 Brand, 187 Branding, 37 Branding, personal, 251, 381 Brand loyalty, 46 Brave, 213 Brazil, 190, 192, 194, 195 (fig.), 197, 200, 525, 661 Brochures, designing, 178 analyzing your rhetorical situation, 169–170 creating the design, 170–171 drafting the text, 127, 170 as fund-raising enclosures, 353 printing the brochure, 171 selecting visuals, 170 Buffers, 201, 294–295, 304, 311 Bulletins, Bullets, 164 Business attire, 458–459 Business cards, 39 Business communication, 10 bias in, reducing, 70–76 brainstorming in, 14–15 conventions in, 13 editing, 17 feedback on, 17–18 international, cultures and, 202 knowledge gathering for, 14–15 literacy level of reader (audience) and, 29 organization of, 16 personality type and, 29, 30 problem solving in, 14–18 questions for analysis, 15–16 situations in, understanding and analyzing, 13–14 trends in big data, 109 change, rapid rate of, 110 customer service, 105 data security, 102–103 diversity, 107 electronic privacy, 103–105 entrepreneurship, 108–109 environmental concern, 106 globalization, 106–107 innovation, 108–109 job flexibility, 108 outsourcing, 106–107 teamwork, 107–108 work/family balance, 105–106 visual attractiveness of, 16–17 Warren Buffet on, 13 you-attitude, 17 Businessese, 133 (fig.), 437 Business ethics See Ethics Business plans defined, 563 evidence to support superlatives in, 562 executive summary, 563 failure of, 563 Harvard Business School resources for, 565 MBA competitions, 564 questions they should answer, 563 (fig.) resources for writing, 564 (fig.) Business style See Styles, of writing Business writing See Writing but, 127 Bypassing, 130, 500 713 C Campus interviews, 454–455 Canada, 191, 192, 222, 250 Cancer news, delivering, 292 Capital letters, 166 Carbon/computer copy (cc) See cc (carbon/computer copy) Career, starting, 477–478 Career fairs, 456 Career/job fairs, online, 379 Careers, international, 190–191 “Carrot” motivator, 329 Case, 661 Causation, 581 Cc (carbon/computer copy), 257, 270, 652 (fig.), 653 (fig.), 654 Celebrity tweets, 661 Cell phones, 103 Central America, 106 Central selling point, 170 Challenger space shuttle, 160 Channel choosing for audience, 14, 34–36 for delivering bad news, 292 creative uses of, 36 for customer service, 37 defined, 34 electronic, usage of, 34 high-tech business cards, 39 for job interviews, 454–456 Charisma, 635 Charmin, 70 Chartjunk, 526 Chats, 214 The Checklist Manifesto: How to Get Things Right (Gawande), 220, 263 Children and Armed Conflicts (United Nations report), 487 China, 59, 187, 189, 190, 191, 192, 194, 195 (fig.), 196, 197, 198, 330, 525 Choice architecture, 329 Chronological order, for oral presentations, 628 Chronological progress reports, 566, 567 (fig.) Chronological report, 587 Chronological résumé, 389, 390 (fig.), 394 (fig.) Citation, 507–508, 684 Citation indexes, 492 cite/sight/site, 673 Claims, 302–303 Claims adjustment, Clarity, 12 Class research project, proposal for, 555–557, 558 (fig.), 561 (fig.) Clauses, 663–664 Cleanup services, for bad web material, 383 Clip art, 168, 526, 630 Close of job interview, 463 of oral presentation, 629 Closed body positions, 98 Closed questions, 500–501 Closure reports, 489, 587 714 Subject Index Clothing, nonverbal meaning of, 198 Clowning, in teams, 216 Clustering, 123 Co-branding, 251 Collaboration in animation industry example, 213 on international teams, 222 technological tools for, 214, 229 Collaborative writing, 233 See also Writing composing, 231 editing, 231–232 making the team process work, 232 planning, 230 proofreading, 231–232 researching, 230 revising, 231 Colon, 666–667 Color changing preferences for, 526 connotations of, in Western culture, 525 (fig.) in document design, 168, 169 global meanings of, 525 nonverbal meaning of, 198–199 people with color deficiencies, 171 power of, 170, 525 in PowerPoint slides, 632 (fig.) on résumé, 389 standardizing, 169 in visuals and data displays, 524–526 Colorblind Helper app, 525 Colorblind Avenger app, 525 Columbia space shuttle, 9, 12, 160 Comma, 667–668 Comma splice (comma fault), 664, 665 Common ground, in problem-solving messages (persuasive), 334–336 Communication See also Business communication amount of, classroom vs workplace contexts, 16 Columbia space shuttle disaster and, 9, 12, 160 of compassion, 201 conventions of, 13 cost of, 8–12 criteria for, 12–13 deceptive, by doctors, 248, 292 forms of, 4–5 importance of, 4, 5–6 improving, example, 243 income and, influenced by values, beliefs, and practices, 194, 195 (fig.) on the job, 7–8 misperceptions of students about, nonverbal, 5, 87, 97–99, 194, 196–199 poor, 160 purpose of, 15 simplifying, 327 skills in, promotions influenced by, using technology for, 13 Communication channel, 34–36, 48 See also entries for specific channels Communication hardware See also Technology as capital investment, 245 portable media players, 246 smartphones, 245 tablets, 246 videoconferences, 246 Comparison/contrast report, 583–585, 584 (fig.) Compassion, communicating, 201 Competitive proposals, 552 Complaints as common negative message, 302–303 positive responses to, 268–269 complement/compliment, 673 Completeness, 12 Complex sentences, 137 Complimentary closes, 649 Compliments, 200 compose/comprise, 673 Composing process, 120–121 Compound sentences, 137 Conciseness, 135, 137, 260 Conclusions of oral presentation, 629 for report, 605 (fig.), 611 Confidence interval, 497–498 Conflict resolution, in teams, 222, 233 criticism responses, 225–226 steps in, 223, 225 troubleshooting problems, 224 (fig.) you-attitude in, 226–227 confuse/complicate/exacerbate, 673 Connectodex, 46 Connotations, 130–131 Consensus, 217–218 Constituent data, 579 Consumers, subsistence, communicating with, 196 Contribution scorecard, for teams, 215 Convenience sample, 497 Conventions defined, 13 design and, 161 following, 13 grammatical, 127 in visuals and data displays, 524 for web page design, 175 Conversational style, of interpersonal communication, 95 Convince Them in 90 Seconds or Less (Boothman), 338 Coordinating conjunction, 664 Coordination, of teams, 215 Cordially, 649 Corporate culture, 92–93 Corporate surveillance, 103–104 Correctness, 12 Correlation, 581 Courtesy titles, 69, 71–72 Cover letters See also Job application letters bad, 432, 433 for career changes, 423 examples, 421 improving, 435 virtual, creating, 441 The Craft of Revision (Murray), 121 Creative persuasion techniques, 347 Credibility, 327 Credit reports, 489 Criteria section, in report, 610 Critical activities, 532 Criticism, dealing with, 292 (fig.) Cropping, of photos, 533 Cross-functional teams, 107 Cuba, 191 Cultural dimensions (Hofstede), 193 Culture(s) apologizing and, 298 appealing to local markets, 187 branding and, 187 bribery vs routine business, 130 communicating with subsistence consumers, 196 consensus in, 218 corporate, 92–93 cross-cultural mistake, 194 diversity and, 107, 191–193 document design and, 167 global business, 189–191 globalization of companies, 106–107 high-context, 192–193 Hispanics, marketing to, 188 intercultural competence and, 107 international business communication, 202 international career experience, 190–191 local adaptations, 189–190 low-context, 192–193 marketing Disney to China, 190 monochronic, 198 nonverbal communication, 194, 196–199 oral communication, 199–200 organizational, 32–33 outsourcing and, 106–107, 190 persuasive messages and, 329–331 polychronic, 198 safety problems in multiple languages, 200 sensitivity to, 187 stereotypes and, 188–189 teamwork and, 221–222 translating visuals and data displays, 528 understanding, 188 values, beliefs, and practices, 194, 195 (fig.) ways to look at, 192–193 writing to international audiences, 200–202 Currency fluctuations, 581 Customer analysis, 38 See also Audience Customers and customer service giving bad news to, 289–290 improving, 105 for more sales and market share, 59 observing, 505–506 speed of complaints via technology, 302–303 Cycle, Cycling, 146 D Dangling modifier, 662 Dash, 668 Subject Index Data See also Visuals and data displays analyzing, for reports, 577–582 best, choosing, 579–580 charity, 582 constituent, 579 currency of, 579 for oral presentation, 626 sources of, evaluating, 578–579 Data mining, 109, 507 Data security, 102–103 Dates, writing, 671 Dating site, online, 585 Decision-making strategies, 217–219, 233 Decision simplicity, 348 The Decision to Trust: How Leaders Can Create High Trust Companies (Hurley), 69 Decoration, in visuals and data displays, 524–526 Deepwater Horizon disaster, 223, 263, 489, 527, 584 Defensive body positions, 98 Definitions section, in report, 610 Delivery, 636 Demographics See also Culture(s) characteristics, defined, 30–31 diversity in North America, 191–193 generational differences, 32 (fig.) by group and age, in America, 191 literacy levels of audience, 29 television shows and, 36 U.S., changing, 70 Demonstrations, for oral presentations, 626 Denotations, 130 dependant/dependent, 673 Dependent clause, 663–664 describe/prescribe, 673 Descriptive abstracts, 609 Design research, 161 Deviation bar charts, 531 Devil’s advocate, 217 different from/different than, 673 Dingbats, 168 Direct mail, 353, 359 Direct request pattern, 331, 332–333 See also Sales and fund-raising messages Disabilities, language and, 75–76 Disciplinary notices, 304 Discourse-based interviews, 506 Discourse community, 32–33 discreet/discrete, 673 Disease, language and, 75–76 disinterested/uninterested, 673 Diversification, 57 Diversity See also Culture(s) importance of, 203 in North America, 191–193 in teams, 221–222 Doctors delivering cancer news, 292 interpersonal skills for, 96 Documentation defined, 508, 684 means of, 684 Document cycling processes, Document design for baby boomers, 162 brochures, 169–171, 178 capital letters and, 166 conventions and, 161 cost savings of good design, 160 creating, 162, 163 (fig.), 164–169 cultural differences in, 167 document with improved visual impact, 165 (fig.) document with poor visual impact, 164 (fig.) driver safety and, 166 fonts and, 166–168, 167 (fig.) grid system, 168, 169 (fig.) guidelines, 178 guidelines for, 162, 163 (fig.), 164–169 headings, 164 highlighting, decorative devices, and color, 168, 169 importance of, 159, 160–161, 177 infographics, 171–173, 178 levels of, 162, 178 margins and, 167–168 Morningstar example, 159 position of elements, 168 software programs for, 169 usability testing, 178 web pages, 174–177, 178 white space, 164, 166 writing process and, 160–161 Documents external, types of, 7, (fig.) internal, types of, 7, (fig.) with multiple audiences, 47 (fig.) visual attractiveness of, 16–17 Dominican Republic, 191 Dominating, in teams, 216 Doritos, 533 Dot chart, 523, 524 (fig.) Dot planning, 218 Double negative, 65 Downy, 188 Draw (software), 528 Drawings, 523, 533, 533 (fig.) Dreamweaver, 169 Drive: The Surprising Truth about What Motivates Us (Pink), 329 DropBox, 229 Drupal, 169 Dynamic displays, 523, 535 E Eastern Europe, 190 Eats, Shoots & Leaves (Truss), 145 E-books, 104 ”E-discovery” software, 104 Editing, 17 See also Grammar; Revising; Word choice about, 121–122 checklist for, 145 in collaborative writing, 231–232 defined, 142, 149 of job application letters, 439 what to look for, 144–146 715 Education, on résumé, 393, 395–396 Electronic channel usage, 34 Electronic networks, 99 Electronic privacy, 103–105 Electronic résumé, 406–407 Electronic security, 102 The Elephants of Style: A Trunkload of Tips on the Big Issues and Gray Areas of Contemporary American English (Walsh), 136 Elevator speech, 457–458 elicit/illicit, 674 Elimination of alternatives report, 585 Ellipses, 670 E-mail amount sent, 247 announcing good news, 257, 260 (fig.) with attachment, 654, 655 (fig.) bcc line, 257 cc line, 257 courtesy titles in, 71–72 data security, 102–103 direct mail via, 348 electronic résumés, 406–407 employee misuse of, 104 ending, 264 etiquette for, 255–256 formats for, 654–656 highest return on investment, 356–357 I in, 60 inappropriate, 247 inbox management, 254 information overload and, 246–247 job application letter via, 435–436, 436 (fig.) legal issues of, 12, 254 To line, 257 managing information in, 262–263 misbehaviors in, 256–257 miscommunication in, causes of, 256 negative messages and, 292, 293 (fig.), 300 no confidentiality in, 120 number of, in 2012, 34 pet peeves about, 255 (fig.) phishing messages, 103 purposes used for, 254–255 receivers of, 649 reply with copies, 654, 656 (fig.) requesting information interview, 425 (fig.) salutations and, 256 signature block in, 260 (fig.), 654, 655 (fig.) spam, 246 subject lines in, 654, 655 (fig.), 656 (fig.) texting replacing, 36 when they don’t work, 255 you-attitude and, 62 (fig.), 63 (fig.) E-mail storage, eminent/immanent/imminent, 674 Emotional appeal, 328, 339, 341, 356 Emotional Intelligence (Goleman), 100 Emotional purchasing, 507 Empathy, 29 Employees disgruntled, 68 e-mail misuse by, 104 716 Subject Index Employees—Cont thriving, importance of, 67–68 why they don’t speak up, 268 work/family balance, 105–106 Employers, researching, 423 (fig.), 423–424 Enclosures in fund-raising letters, 353 in letters, 650, 651 (fig.), 653 (fig.), 295 Endings, in negative messages, 297 End User License Agreement (EULA), 270 England, 194, 196, 200, 201 (fig.), 222 Enthusiasm, during job interview, 461 Entrepreneurship, 108–109 Enunciation, 636 Envelopes, formats for, 654 Environmental concerns, 106 E-readers, 490 Ethics barriers to, 340 in business communication, 90, 91 (fig.) in the business environment, 88–89 in business research environment, 89 direct mail and, 359 hacking for Facebook, 106 how to be ethical, 90–92 not reporting misconduct, 89 organizations and people that promote, 89 positive reasons for, 90 in research interviews, 504 in visuals and data displays, 526–527 in visuals of fallen heroes, 520 Warren Buffet on, 88 web resources, 90 (fig.) word choice and, 131 in the writing process, 120 Ethics training, 331 Etiquette behavior, during job interview, 460–461, 464 (fig.) for e-mail, 255–256 in interpersonal communication, 99 Euphemisms, 31 Europe, 106, 193, 197, 201 (fig.) Exabytes, 109 Exaggeration, 200 Excel, 229, 528 Excluding alternatives order, for oral presentations, 628 Executive summary in business plan, 563 in formal report, 601 (fig.), 608–609 Expatriates, 190–191 Expenses, incurred during job interview, 461 Experience, for résumé, 397–399, 401 External audiences, External document, 7, (fig.) Extra-level design choices, 162 Extraversion-Introversion dichotomy (Myers-Briggs), 29, 30 Extrinsic motivators, 42–43 Eye contact, 68, 97, 196, 461, 635 Eye tracking, 507 E-ZPass, 103, 108 F Facebook Flight Status app (Virgin Atlantic Airways), 34 FaceTime, 246 Face-to-face contacts, 248 Face-to-face surveys, 498 Facial expression, 196, 636 Fallacies, 327, 327 (fig.) False causes, 327 (fig.) False dichotomy, 327 (fig.) Familiarity effect, 349 Family See Work/family balance Fanagolo (pidgin language), 200 farther/further, 674 Fear, in giving oral presentations, 634 Feasibility reports, 489 (fig.) Feature creep, 46 Febreze, 188 Feedback getting and using, 146–147 for oral presentations, 641 positive feedback notes, 268 to solve business communication problems, 17–18 strategies for teams, 219 thank-you notes and letters, 7, (fig.), 65, 268, 269 (fig.), 473, 474 (fig.), 475 (fig.) The Felton Annual Report (Felton), 580 fewer/less, 674 Figures, 524, 608 Filler sounds, 638 The Filter Bubble: What the Internet is Hiding from You (Pariser), 493–494 Firings, 304–305 First Amendment rights, 104 Fish, 265 Fixed fonts, 167 Flesch Reading Ease Scale, 147 Flourish: A Visionary New Understanding of Happiness and Well-Being (Seligman), 64 Focused interview, 473 Focus group, 505 Fonts, 161 See also Typefaces defined, 166 in document design, 166–167, 167 (fig.) for job application letters, 437 on résumé, 389 types of, 166–167 Food practices, 194 Forecasts, 593 Formalization, of teams, 215 Formal meetings, 227 Formal reports, 488, 596 appendixes for, 611 background or history, 611 body, 611 body of, 602 (fig.), 604 (fig.) components of, 597 (fig.) conclusions, 605 (fig.), 611 descriptive abstract, 609 example of, 598 (fig.), 606 (fig.) executive summary, 601 (fig.), 608–609 introduction, 602 (fig.), 610–611 letter/memo of transmittal, 599 (fig.), 607–608 list of illustrations, 600 (fig.), 608 recommendations, 605 (fig.), 611 references, 606 (fig.) sentence outline, 609 summary abstracts, 609, 612 table of contents, 600 (fig.), 608 title page, 597, 598 (fig.), 607 Format, defined, 649 Formation, of teams, 215 Formatting See E-mail; Letters forward/foreword, 674 Fourth Amendment rights, 104 France, 194, 197, 218 Freakonomics (Levitt and Dubner), 579 Freewriting, 123 Friends of the Earth, 106 Full justification, 167 Functional reports, 587 Funding proposals, 564 (fig.) Fund-raising messages See Sales and fund-raising messages Fused sentence, 665 G Galaxy Tab, 246 Gantt charts, 523, 532, 532 (fig.) Gatekeeper (audience), 28, 29, 47 Generalizations, 509 General to particular reports, 586 Generation X, 32 Geographic reports, 586–587 Germany, 192, 193 (fig.), 194, 195 (fig.), 196, 197, 200, 218, 339 Gestures, 196–197, 636–637 Gettysburg Address, 141–142 Gimp (software), 528 Global business, 189 See also Culture(s); individual countries Globalization, 106–107 Global positioning system (GPS), 103 Glossary, 611 Golden Gobbledygook Award, 137 Golden Rule, 90 Gone with the Wind, 583 Good news messages See Positive messages good/well, 674 Goodwill See also Customers and customer service bias-free language, 58 as criterion of effective message, 12 diversifying, 57 importance of, 58 losses due to poor communication, 10–11 in persuasive message, 357 positive emphasis, 58, 62–67 positive psychology and, 67–68 reducing bias in business communication, 70–76 tone, power, and politeness, 68–69 trust, 58, 69 using technology to build, 70 you-attitude, 58, 59–62 Goodwill endings, 264 Goodwill presentations, 623 Subject Index Google Docs, 146, 169, 214, 229, 230, 577 Google Drawing, 528 Google Drive, 577 Google, searches on, in 2012, 34 Google Spreadsheets, 528 Gossip, 99 GPS See Global positioning system (GPS) Grammar, 17 See also Editing; Punctuation; Writing agreement, 659–660 banished words, 660 case, 661–662 conventions, 127 dangling modifier, 662 fumblerules of, 662 misplaced modifier, 662 parallel structure, 662–663 predication errors, 663 in styles of writing, 124 (fig.) ”Grandma Test, ” 382 Grapevine, 99 Greece, 196 Greenpeace, 106 Grey’s Anatomy, 507 Grid system, 168 Grouped bar chart, 531 Group interviews, 472–473, 480 Group presentations, 639–640, 641 Groups, analyzing members of, 30–32 Groupthink, 220–221 Guided discussion, 624 Gunning Fog Index, 147 H Hackers, 102, 103 Halo effect, 87 Happiness, of employees, 67–68 #tweetfromtheseat, 70 Hasty generalizations, 327 (fig.) Headings, 164, 389, 594, 596 (fig.) Headline problems, 663 Height, nonverbal meaning of, 199 Hidden negative, 65 High-context cultures, 192–193, 201 Hispanic community marketing to, 188 population of, 70 shopping dollars, 57 Histograms, 531 Holy days, 194 Home page, 174 Honesty/dishonesty, in résumé, 375, 408–409 Honors and awards, on résumé, 396–397 How We Decide (Lehrer), 328 HueVue app, 525 Humor, 267, 628 Hurricane Katrina, 8, 9, 34 Hurricane Sandy, 262 Hyphen, 668 Hypothetical questions, 504 I i.e./e.g., 674 Illustrator (software), 169, 528 Illustrations, list of, 600 (fig.), 608 Imagine: How Creativity Works (Lehrer), 508 Imitation product websites, 384 Impersonal expressions, 61 imply/infer, 674–675 Inclusiveness, 57 Income, as element of audience analysis, 31 Indented format, 398 Independent clause, 663 InDesign, 169, 528 India, 190, 191, 195 (fig.), 197, 201 (fig.), 222, 336 Individualism, 194 Individuals, as audiences, 29–30 Indonesia, 194, 201 (fig.) Inferences, 226 Infinitive, 664 Influencers, 356 Infographics, 178 analyzing your rhetorical situation, 171–172 defined, 171 drafting the text, 173 example, 172 (fig.) examples, 173 finding visuals, 172–173 guidelines for, 173 putting it together, 173 researching topic, 172 use of, 523, 534–535 Informal meetings, 227 Informal reports, 488 Informational dimensions, in teamwork, 214 Information interview, 424, 425 (fig.) Information overload, 246–247 Information reports, 488 Informative messages See also Negative messages; Positive messages about your medicine, 244 checklist for, 273 common media for e-mails, letters, and memos, 254–257 face-to-face contacts, 248 instant messaging, 249–250 phone calls, 248–249 social media See Social media text messaging, 249–250 wikis, 250 communication hardware, 245–246 defined, 244 ending, 264 humor in, 265 information overload, 246–247 managing information in, 246–247 organizing, 257–258 (fig.), 259 (fig.), 260 (fig.) purposes of, 244 story in, 265 subject lines for, 258, 260–262 transmittals, 266 using benefits in, 263–264 Informative presentations, 623 Informative reports, 587, 588 (fig.), 590 (fig.) Innovation, 108–109 717 Inside address, 650, 651 (fig.), 653 (fig.) Insider-trading, 89 Instant messages about, 249–250 legal issues of, 12, 254 no confidentiality in, 120 Integration marketing, 37 Interactive presentation, 624–625 Intercultural communicator, successful, 188 Intercultural competence, 107 Interim reports, 489 Inter-level design choices, 162 Internal audiences, Internal document, Internal documentation, 509 International markets, 187 International teams, 222 Internet advertising on, 35 influence on conciseness, 135 for job search, 378–380, 383–384 Map of the Market, 520 marketing via, 34 posting résumé on, 407 sources for company facts on, 423 (fig.) sources for research on, 494 (fig.), 495 (fig.) usage of, in 2012, 34 Internships, 380–381 Interpersonal communication conversational style, 95–96, 96 (fig.) for doctors, 96 etiquette, 99 listening, 93–95 networking, 99–100 nonverbal communication, 97–99 in teamwork, 214 Interruption interviews, 506 Interview See Job interview; Research interview; Surveys, analyzing and designing Intra-level design choices, 162 Intrinsic motivators, 42–43 iPad, 246 iPhone, 245, 299 iPods, 246 Iran, 196 Iraq, 196 Ireland, 197 Italics, 670–671 Italy, 192, 197, 201 (fig.) it’s/its, 675 It Worked for Me: In Life and Leadership (Powell and Koltz), 28 J Japan, 190, 192, 193 (fig.), 194, 195 (fig.), 196, 199, 200, 201, 201 (fig.), 202, 202 (fig.), 218, 298, 525 Jargon, 132, 133 (fig.) Job ads, phantom, 424 Job application letters See also Cover letters application essays, 440–441 content and organization of, 426–435 718 Subject Index Job application letters—Cont editing and proofreading, 439 follow-up, 440 last paragraph, 434–435 letter length, 439 paragraph length and unity, 439 personal websites, 441 positive emphasis, 437–438 professional image, 437 prospecting letter, 426, 429, 429 (fig.), 430 (fig.), 432 research employers and jobs, 423–424 résumés vs., 422–423 showing knowledge of position and company, 433 showing what separates you from other applicants, 433–434 social networking, 441 solicited letter, 426, 427–428 (fig.), 429, 431 (fig.) spelling errors, 440 unconventional tactics, 429 via e-mail, 435–436, 436 (fig.) web sources for facts about companies, 423 (fig.) writing style, 437 you-attitude, 438–439 Job description, Job fairs, 455 Job flexibility, 108 Job interview See also Job application letters attire, 458–459 behavioral interviews, 469–470 behavior during, 460–461, 464 (fig.) bloopers, 473 body language mistakes, 461 on campus, 454–455 channels for, 454–456 customs for, 460–463 elevator speech, 457–458 enthusiasm, 461 expenses, 461 final research before, 457 final steps in deal with rejection, 477 decide which offer to accept, 476–477 follow up with phone calls and written messages, 473–474, 475 (fig.) negotiate salary and benefits, 474 focused interviews, 473 group interviews, 472–473 information interviews, 424, 425 (fig.) meal etiquette, 461–462 minor problems, 461 multiple interviews, 473 nervous mannerisms, 461 note-taking, 462–463 panel interviews, 470, 472 by phone, 455 practice for, 460 preparation for, 457–460 professional materials, 459 questions and answers, 463–469 reference interview, 473 referral interviews, 424–426 screening interview, 473 segments of, 463 situational interviews, 470 STAR technique, 471 start your career first full-time job, 477–478 long-term strategy, 478–479 strategy for, 456–457 stress interviews, 470–472 topgrading interviews, 473 travel planning, 458 Twitter-style, 453 video, 456 Job offer deciding which offer to accept, 476–477 negotiating for salary and benefits, 474 Job search See also Cover letters; Résumés caution about blogs, social networking sites, and Internet tracking, 382–383 conducting, 378–384 dealing with difficulties, 403–406 evaluating your strengths and interests, 377–378 final steps in follow up with phone calls and written messages, 473–474, 474 (fig.), 475 (fig.) negotiate salary and benefits, 474 hidden job market, 424–426 internships, 380–381 interview questions and answers, 463–469 job listings on the web, 379 (fig.) networking to build relationships, 380 online reputation, 381–382 organization for, 376 personal branding, 381 phantom job ads, 424 rebranding yourself, 381 research employers and jobs, 423–424 showing knowledge of position and company, 433 time line for, 376–377 using Internet for, 378–380, 383–384 websites covering entire job search process, 380 (fig.) web sources for facts about companies, 423 (fig.) what employers want, 377 Job titles, nonsexist, 71 Judging-Perceiving dichotomy (MyersBriggs), 29, 30 Judgment sample, 497 Justification, in document design, 167 Justification reports, 489 (fig.), 591 K Keystroke authentication/patterning, 102 Key words for research, 493 on résumé, 387–388 in virtual cover letter, 441 Knowledge gathering, 14–15 Korea, 191 L Language See also Bias-free language; Writing on medicine labels, 244 offensive, 73 plain language movement, 125 racist, 323 The Last Lecture (Pausch), 101 Latin America, 192, 196, 197, 198, 525 Latino community, 191 Layoffs, 304–305 Leadership, in teams, 216–217, 225, 228 Lebanon, 487 lectern/podium, 675 Legal documents, 147 Legal problems, as cost of poor communication, 11–12 Letterhead, 650, 651 (fig.), 653 (fig.) Letter of transmittal, 599 (fig.), 607–608 Letters See also E-mail; Memos; Paper memos; specific types of letters bcc line, 654 block format, 649, 651 (fig.), 653 (fig.) cc line, 652 (fig.), 653 (fig.), 654 complimentary closes, 649 enclosures, 650, 651 (fig.), 653 (fig.) enclosures in, 295, 353 formats for, 649–654, 651 (fig.), 653 (fig.) fund-raising, 353, 354 (fig.), 355–356 inside address, 650, 651 (fig.), 653 (fig.) legal issues of, 12 letterhead, 650, 651 (fig.), 653 (fig.) mixed punctuation, 649, 651 (fig.), 653 (fig.) negative, 291 (fig.) negative, effective, 306 pc line, 654 positive information and, 257, 259 (fig.) receivers of, 649 of recommendation, 343, 345 reference line, 650 of resignation, 303 salutation, 649 simplified format, 254, 649, 652 (fig.) subject line, 649–650, 652 (fig.) Liar detection, 97 lie/lay, 675 Likert-type scale, 500, 501 (fig.) Limitations section, in report, 610 Line chart, 524 (fig.) Line graph, 523, 531 Listening, 93–95, 216 (fig.), 292 (fig.) List of illustrations, 600 (fig.), 608 ”List of Words Banished from the Queen’s English for Mis-Use, Over-Use and General Uselessness, ” 660 Literacy levels, of audience, 29 Location, as demographic characteristic, 31 Logic, checking, 581–582 Logical fallacies, 327, 327 (fig.) loose/lose, 675 Loss aversion, 328 Low-context cultures, 192–193 Loyalty programs, 46 M MacBook Air, 626 Made to Stick: Why Some Ideas Survive and Others Die (Heath and Heath), 339, 626 Mail surveys, 498 Main clauses, 664 Subject Index Main point, 10, 11 Make-good or payback reports, 489 (fig.) Male–female conversations, 96 Maps, 522, 523, 534 Margins, 167–168 Marketing, texting as, 36 Mars Climate Orbiter spacecraft, 10 Meal etiquette, in job interview, 461–462 Mean, 580 Median, 580 Meetings agenda for, 228 being taken seriously in, 228 Berkshire Hathaway example, 227 customs for, global, 195 (fig.) effective, 227–228, 233 EffectiveMeetings.com, 214 face-to-face, 246 formal, 227 informal, 227 minutes for, 227 omnibus motion in, 228 purposes for, 227 technology for, 228–229 telepresence, 246 videoconferences, 246 Memos of congratulations, receivers of, 649 Mentoring, 68 Methods section, in report, 610 Mexico, 191, 194 Microsoft Office, 214, 229 Microsoft Outlook, 229 Microsoft SkyDrive, 229 Microstyle, 135 Middle East, 192, 194, 525 Migrant workers, 191 Millennials, 31, 32 Minutes, of meetings, 227 Mirror faults, 665 Mirror question, 504 Miscommunications costs of, 8–12 in e-mails, 256 example, Misplaced modifier, 662 Mixed punctuation, 649, 651 (fig.), 653 (fig.) MLA Style Manual and Guide to Scholarly Publishing, 3rd edition, 2008, 685 Mode, 580 Modern Language Association (MLA), 509, 684, 685 report showing documentation, 689 (fig.), 691 (fig.) Modifier, 662 Mongolia, 191 Monochronic cultures, 198 Monologue presentation, 624 moral/morale, 675 Motivators, 42–43 Movie rankings, 583 MP3 players, 246 Multimedia, 384 Multiple interviews, 473, 480 Multitasking, 102 Myers-Briggs Type Indicator®, 29, 30, 47 Mystery shoppers, 505–506 N Narration, in oral presentation, 627 National cultures, 330–331 Native Americans, 323 Negative messages alternative strategies for, 300 recasting situation as a persuasive message, 302 recasting situation as a positive message, 301 among lawyers, 300 apologies, 298–299 avoid the word you in, 61 bad weather, 288 buffering, 201 checklist for, 310 communication recovery from disaster, 294 de-emphasizing, 66 delivering cancer news, 292 indirect, 201 J.C Penney example, 287 letter (sample), 291 (fig.) letters, effective, 306 mishandled, costs of, 288 organizing to deliver to clients and customers, 289–290 to peers and subordinates, 290, 291–293 to superiors, 290–291 parts of alternatives, 297 buffers, 294–295 enclosures in, 295 endings, 297 reasons, 295–296 refusals, 296 subject lines, 294 primary purposes of, 289 purposes of, 288–289 restoring goodwill at Delta, 289 secondary purposes of, 289 solving a sample problem analyzing, 307 effective solution, 309 (fig.) problem, 306–307 sample solutions, 307–309 unacceptable solution, 308 (fig.) tone in, 299–300, 301 (fig.) varieties of claims and complaints, 302–303 disciplinary notices and performance reviews, 304 layoffs and firings, 304–305 rejections and refusals, 303–304 withholding, 288 Negatives building credibility with, 62 cultural approaches to, 200 double, 65 find a way to say ”yes, ” 66 focus on possibilities, not limitations, 65–66 focus on you-attitude, 66 719 hidden, 65 link negative information to a benefit, 66 necessity of, 62–63 people-first language, 75–76 put negative information in the middle, 66 words and connotations, 64 (fig.), 64–65 Nepal, 191 Nervous mannerisms, 461 Netherlands, 218 Networking, 99–100, 380 Neuromarketing, 507 New Jersey, 129 New Zealand, 329 Nigeria, 196 Nominative case, 661 Non-ageist language, 74–75 Noncompetitive proposals, 552 Non-Hispanic white community, 191 Nonracist language, 74–75 Nonrestrictive (nonessential) clause, 667 Nonsexist language, 71–73 Nonverbal communication, 194 age, 199 body language, 98–99, 196 in China, tips for, 197 clothing, 198 colors, 198–199 cross-cultural, 203 defined, effect on customers, 87 eye contact, 196 facial expression, 196 gestures, 196–197 height, 199 social signals, 97 space, 195 (fig.), 197 spatial cues, 97 time, 197–198 touch, 197 North America, 193 (fig.), 194, 196, 197, 198, 202 Note-taking, during job interview, 462–463 Noun-pronoun agreement, 660 Numbers analyzing, 580 meaning of, in China, 197 writing, 671 Numbers (software), 528 O Obama reelection campaign, 2012, 346 Objections, dealing with, 336–338 Objective case, 661 objective/rationale, 675 Observational research, 505–506 OCRs See Optical Character Readers Offshoring, 108 Omnibus motion, 228 The One Minute Manager (Blanchard and Johnson), 268, 304, 340 One Minute Reprimand, 304 1–2–3 order, for oral presentations, 628 Online advertising, 35 Online dating sites, 585 Online networks, 505 720 Subject Index Online reputation, 381–382 Online research, 492–495 Online surveys, 498 Open body positions, 98 Opening of job interview, 463 of oral presentation, 626–628 of sales and fund-raising message, 346 OpenOffice, 528 Open questions, 500–501 Optical character readers (OCRs), 654 Optimists, 63 Oral communication cultural contrasts in, 201 (fig.) cultures and, 199–200, 203 Oral messages, 34, 192 Oral presentations adapting ideas to your audience, 625 attack responses, 640 audience involvement, 637–638 body structure of, 628–629 charisma and, 635 checklist for, 640–641 choosing data, 626 choosing demonstrations, 626 choosing information to include, 625–626 choosing kind of, 624–625 conclusion, 629 delivering, 634–638 eye contact, 635 fear and, 634 feedback for, 641 goodwill, 623 group presentations, 639–640 guided discussion, 624 humor in, 628, 634 identifying purposes in, 623 informative, 623 interactive, 624–625 mistakes in, 634 monologue, 624 notes and visuals, 637 opening, 626–628, 634 organizing information, 626–629 overview of main points, 628–629 persuasive, 623 planning strategy for, 623–626 practicing, 638 Prezi, 632–633, 633 (fig.) speaking voice, 635–636 Steve Jobs, master presenter, 621 visuals for, 629–634 figures and tables, 633 PowerPoint slides See PowerPoint slides Prezi, 632–633 using technology, 633–634 written messages vs., 622–623 Oral progress report, 566 Organizational culture, 32–33, 330 Our Iceberg Is Melting (Kotter and Rathgeber), 328 Outsourcing, 106–107 Overspeaking, in teams, 216 Overview, in oral presentations, 628–629 P Page design, 163 (fig.) Pages (software), 169 Paint (software), 528 Paired bar charts, 531 Panel interviews, 470, 472 Pantone View Colors, 169 Paper memos, 649 Paragraphs in job application letters, 434–435, 439 umbrella, 267 writing and revising, 140–141 Parallel structure, 138–139, 662–663 Paraphrasing, 94, 95 in active listening, 225 in writing, 508 Parentheses, 668 Particular to general reports, 586 Passive verbs, 61 Passive voice, 132–135 Patterns analyzing, 580–581 cost-of-living comparison, 581 for organization, 583–587 for specific varieties of reports, 587–591 Payback reports, 489 (fig.) pc (photocopy) line, 654 Peer pressure, 220–221 Peers, giving bad news to, 290 (fig.), 291–293 People-first language, 75–76 Performance appraisals, 7, 266 Performance reviews example, 344 (fig.) need for, 340–341 negative, how to present, 304 positive emphasis in, 341 problems with, 341–342 writing, 342–343 your own, preparing for, 342 Period, 669 Persona, 355–356 Personal branding, 381–383, 422 Personality type, selecting communication strategy based on, 29, 30 personal/personnel, 675 Personal websites, in the job search, 441 Persuasive messages See also Sales and fund-raising messages analyzing situations for, 325–331 believable, how to write, 334 bricks-and-mortar, 347 Charity: Water example, 325 checklist for, 361 choosing, 331 creative techniques, 347, 348 cultural contrasts in, 202 (fig.) cultures and, 329–331 as direct requests, 332–333 ethics dilemma, 340 face-to-face, 357 keep it simple, 327 letters of recommendation, 343, 345 to lose weight, 328 men’s health example, 326 performance reviews, 340–343, 344 (fig.) primary purpose, 325 problem-solving, 333–339, 357–360 purposes of, 324–325 questions for analyzing, 326 (fig.) recasting negative messages as, 302 for responsible behavior, 336 safety video example, 329 sales and fund-raising messages, 345–356 sample problem, 357–360 secondary purposes of, 325 technology and, 356–357 tests for, 337 threats and punishments vs., 331–332 tone in, 340 varieties of, 340–345 Washington Redskins name change example, 323 Persuasive presentations, 623 Pessimists, 63 Petabytes, 109 Philippines, 191 Phishing, 103, 379 Phone calls, 248–249 Phone interviews, 455 Photo-editing software, 527 Photographs accuracy and ethics in, 527 doctored, 526 finding fakes, 527 use of, 523, 532–533 Photoshop, 527, 528 Phrases, 663–664 Pictograms, 531 Pie chart, 523, 524 (fig.), 529–530, 530 (fig.) Pitch, of voice, 635 Plagiarism, 92, 144, 508, 684 Plain English Handbook: How to Create Clear SEC Disclosure Documents, 13, 125 Plain language movement, 125, 147 Plain Writing Act (2010), 125 Planning, for writing, 120, 121, 123 Plural pronouns, 664 Poland, 190 Politeness, 69, 303 Polychronic cultures, 198 Polyethnic communities, 57 Ponzi scheme, 89 Population, 497 Portable media players, 246 Portable People Meter (PPM), 507 Positive emphasis, 58, 62 appropriateness of, 67 creating, 64–66 defined, 64, 77 how much is enough?, 64 in job application letters, 437–438 response to, 63 Positive messages checklist for, 273 common media for e-mails, letters, and memos, 254–257 face-to-face contacts, 248 instant messaging, 249–250 phone calls, 248–249 social media See Social media text messaging, 249–250 wikis, 250 Subject Index communication hardware, 245–246 defined, 244 ending, 264 feedback notes, 268 information overload, 246–247 managing information in, 246–247 organizing, 257–258 (fig.), 259 (fig.), 260 (fig.) primary purposes for, 244 purposes of, 244 recasting negative messages as, 301 responses to complaints, 268–269 secondary purposes for, 244 solving a sample problem, 269 analysis, 270–271 good solution, 272 (fig.) problem, 270 unacceptable solution, 271 (fig.) subject lines for, 258 thank-you notes, 268, 269 (fig.) using benefits in, 263–264 you-attitude and, 60 Possessive case, 661 possible/possibly, 675 Postscript (P.S.), 349–350 The Power of Nice: How to Conquer the Business World with Kindness (Thaler and Koval), 66 PowerPoint, 229, 528 PowerPoint slides animation and, 630 background, 631 clip art and, 630 color in, 632 (fig.) designing, 630–632 disastrous, avoiding, 633 guidelines for, 630 templates for, 630–631 tutorial for, 630 uploading, 631 U.S Army ”spaghetti” example, 631, 632 (fig.) well-formatted and poorly formatted examples, 631 (figs.) Practices, value, beliefs, and, 194, 195 (fig.) Prague, 191 precede/proceed, 675 Predication errors, 663 Prepositions, 128 Presentations See also Oral presentations The Presentation Secrets of Steve Jobs: How To Be Insanely Great in Front of Any Audience (Gallo), 621, 639 Presenting problem, 225 Prezi, 214, 229, 384, 633 (fig.) Prezumes, 384 Primary audience, 28, 29, 47 Primary purposes for informative or good-news messages, 244 of negative messages, 289 of persuasive messages, 325 for sales and fund-raising messages, 345 Primary research, 492 principal/principle, 676 Privacy, electronic issues, 103–105 Probes, 504 Problem–causes–solution order, for oral presentations, 628 Problem-solution report, 585 Problem solvers, types of, 14 Problem-solving messages (persuasive), 333 build emotional appeal audience focus, 339 psychological descriptions, 339 storytelling, 339 common ground, developing, 334–336 dealing with objections, 336–338 explaining the solution, 336 offering reason for audience to act promptly, 338 organizing, 334 (fig.), 335 (fig.) subject lines for, 334 Problem-solving pattern, 331 Problem-solving process, 218 Problem-solving reports, 489 (fig.) Procedural dimensions, in teamwork, 214 Pro–con order, for oral presentations, 628 Producteev, 229 Product packaging, 162 Professional forums, 382 Professional materials, for job interview, 459 Progress and interim reports, 489 Progress reports about, 564–565 Boeing example, 566 chronological, 566, 567 (fig.) defined, 552 oral, 566 recommendation, 568 task, 568 uses of, 565 Pronouns case and, 661 nonsexist, 73, 660 noun-pronoun agreement, 660 personal, 661 (fig.) plural, 664 reflexive, 661 second-person, 139–140 in sentences, 139–140 in styles of writing, 124 (fig.) third-person, 139–140 Proofreading in collaborative writing, 231–232 defined, 142, 149 of job application letters, 439 of résumé, 408 for spelling errors, 440 time management and, 122 typos and, 145–146, 408 Proofreading symbols, 677–678 Proportional fonts, 167 Proposals See also Business plans; Progress reports aviation example, 554 brainstorming for writing, 552–555, 568 budget and cost sections of, 557, 562 for businesses, 557 for class research projects, 555–557, 558 (fig.), 561(fig.) 721 competitive, 552 creating a balance, 551 defined, 552, 568 finding information for, 557 funding proposals, resources for writing, 564 (fig.) noncompetitive, 552 organizing, 555–557, 568 questions for, 553–554 relationship among situation, proposal, and final report, 553 (fig.) request for proposals (RFPs), 554–555 style of, 554–555 Prospecting job application letter, 426, 429, 429 (fig.), 430 (fig.), 432 Province and state abbreviations, 657 (fig.) P.S See Postscript (P.S.) Psychographic characteristics, of audience, 31–32, 36 Psychological descriptions, 339, 350, 355 Psychological reactance, 297 Publication Manual of the American Psychological Association, 6th edition, second printing, 2009, 685 Publisher (software), 169, 528 Punctuation, 17 apostrophe, 666 clauses and phrases, 663–664 colon, 666–667 comma, 667–668 comma splices, 664 dash, 668 ellipses, 670 fused sentence, 665 hyphen, 668 italics and underlining, 670–671 parentheses, 668 period, 669 quotation marks, 669–670 run-on sentence, 665 semicolon, 669 sentence fragment, 665 within sentences, 665–669 square brackets, 670 what punctuation tells the reader, 663 (fig.) Punishments, persuasive messages vs., 331–332 Purpose statement, 491–492, 610 Q QR (quick response) codes, 356 Qualifications, summary of, 393 Quarterly reports, 489 (fig.) Questions See also Surveys, analyzing and designing for analyzing persuasive messages, 326 (fig.) handling, during oral presentations, 638–639 in job interview, 463–469 in opening of sales and fund-raising message, 346 in oral presentation, 627 in proposal writing, 553–554 QuickBooks, 505 quiet/quite, 676 722 Subject Index Quotation (price), Quotation marks, 669–670 Quotations citing, 508–509 documentation and, 684 long, 508–509, 684 in oral presentation, 627 in sales and fund-raising messages, 347 R Race, nonracist language, 74–75 Ragged right margins, 167–168 Ramadan, 194 Random sample, 497 Range, 580 Rankings, 581, 583 Readability formulas, 147 Realistic communications, 67 Rebranding, of oneself, 381 Recommendation letters, 343, 345 Recommendation progress reports, 568 Recommendation reports, 488, 489 (fig.), 590–591 Red Bull, 70 “Red flag” words, 40 Reference interview, 473 Reference line, 650 References for job search, 402 for reports, 606 (fig.) on résumés, 402 References list (APA), 685 Referral interview, 424–426 Reflexive pronouns, 661 Refusals, 296, 303–304 regulate/relegate, 676 Rejection, dealing with, 477 Rejections, 303–304 Release date, 607 Religion, 194 Repetition, 593 Reports See also Formal Reports; Writing accident, 489, 592 analytical, 488 analyzing data and information for, 577–582 analyzing numbers, 580 analyzing patterns, 580–581 annual, (fig.), 489 (fig.), 580, 586, 591 with APA documentation, 686 (fig.), 688 (fig.) appendixes for, 583 audit, 489 (fig.) checking logic, 581–582 choosing best, 579–580 choosing information for, 582–583 chronological, 587 closure, 489, 587 comparison/contrast, 583–585, 584 (fig.) credit, 489 data sources, evaluating, 578–579 for Deepwater Horizon disaster, 489 elimination of alternatives, 585 environmental, 575 feasibility, 489 (fig.) formats for, 509 functional, 587 general to particular, 586 geographic, 586–587 informal, 488 information, 488 informative, 587, 588 (fig.), 590 (fig.) interim, 489 justification, 489 (fig.), 591 make-good, 489 (fig.) with MLA documentation, 689 (fig.), 691 (fig.) monthly/quarterly, (fig.) particular to general, 586 payback, 489 (fig.) presenting information effectively, 591–596 problem-solution, 585 problem-solving, 489 (fig.) problems with, 490–492 production process for, 489–490 progress, 489 purpose statement for, 491–492 quarterly, 489 (fig.) quotations in, 508–509 recommendation, 488, 489 (fig.), 590–591 research strategies for ABI/Inform Thesaurus, 493 finding information online and in print, 492–495 focus groups, 505 interviews, conducting, 502, 504 key words, 493 observational research, 505–506 online networks, 505 primary research, 492 secondary research, 492 source evaluation, 495–496 sources for web research, 494 (fig.), 495 (fig.) surveys, analyzing and designing, 496–502, 503 (fig.) Thomson Reuters, 493 using technology for research, 506–507 wild card/truncated code, 493 sales, 489 (fig.), 586–587 source citation and documentation, 507–509 spatial, 586–587 steps in, 488 SWOT analysis, 585–586 time management for writing, 576–577 trip, 489 varieties of, 488–489 Reputation management consultants, 306 Request for proposal (RFP), 554–555, 562 Research for developing countries, 494 of emotional purchasing, 507 at Hasbro, 491 newspaper strategies, 492 primary, 492 report strategies See Reports secondary, 492 social media and, 507 sources for web research, 494 (fig.), 495 (fig.) Thomson Reuters, 493 Twitter and, 507 Research interview conducting, 502, 504 ethical issues in, 504 interviewee types, 502 patterns in, 581 question types in, 504 structured, 502 unstructured, 502, 504 respectfully/respectively, 676 Response rate, 499 Restrictive clause, 667 Résumé blasting, 405, 407 Résumés, 161 See also Job search action verbs for, 398 (fig.) block format, 399 blunders in, 392 checklist for, 409 chronological, 394 (fig.) chronological résumé, 389, 390 (fig.) contents of activities, 401–402 career objective, 392–393 education, 393, 395–396 experience, 397–399, 401 honors and awards, 396–397 name and contact information, 391–392 other skills, 401 portfolio, 402 qualifications summary, 393 references, 402 defined, 376 details provided on, 386 electronic, 406–407 emphasis within, 386 guidelines for, 385–389 honesty/dishonesty in, 375, 408–409 how employers use, 384–385 indented format, 398 job application letters vs., 422–423 key words, 387–388 kinds of, 389–391 layout and design, 388–389 length of, 385–386 objectionable objectives, 393 overused buzzwords, 399 posting on the web, 407 reverse résumé, 389 skills résumé, 389 skills résumés, 399, 400 (fig.), 401 ”soft” skills, 398 spam filters, 406 two-margin format, 399 typos in, 408 what not to include, 403 writing style, 387 Reverse résumé, 389 Revising See also Word choice about, 121 checklists for, 143–144, 148 in collaborative writing, 231 Subject Index defined, 142, 149 ethics in, 120 feedback for, 121 of Gettysburg Address, 141–142 of a novel, 143 of paragraphs, 140–141 at sentence level, 132–140 voice, active and passive, 132–135 what to look for, 142–143 wordiness, 135–136 Rhetorical situation, 13, 169–170, 171–172 role/roll, 676 Rudeness, 300 Run-on sentence, 665 Russia, 194, 195 (fig.), 201 (fig.), 330 S Salary and benefits, negotiating for, 474 Salary calculators, 423 (fig.) Sales and fund-raising messages See also Persuasive messages checklist for, 359 enclosures in, 353 etiquette for asking, 351 for operating expenses, 352 organizing, 345 (fig.) action close, 349 body, 347–349 narration, stories, anecdotes, 346–347 opener, 346 P.S., 349–350 questions for, 346 quotations, 347 startling statements, 347 primary purpose, 345 problem-solving, 357–360 psychological descriptions, 355 secondary purpose, 345 solving a sample problem, 357–360 strategy in emotional appeal in fund-raising messages, 353 fund-raising appeals, 351 how much to ask for, 351–352 logical proof in fund-raising messages, 352–353 sales messages, 350–351 sample fund-raising letter, 354 (fig.) technology and persuasion, 356–357 writing style, 353, 355–356 Sales messages, 350–351 Sales pattern, 331 Sales proposals, 562–563 Sales reports, 489 (fig.), 586–587 Salutation, 649, 256 Sample, 497 Sample size, 498 Sampling frame, 497 Sampling units, 497 Sans serif fonts, 167 Saudi Arabia, 193 (fig.), 194, 196, 197, 200 Scandinavia, 192 Scheduling, technologies for, 229 Scientific team, 226 Scope section, in report, 610 Scotland, 194 Screening interview, 473 Second person pronoun, 139–140 Secondary audience, 28, 29, 47 Secondary purposes for informative or good-news messages, 244 of negative messages, 289 of persuasive messages, 325 for sales and fund-raising messages, 345 for transmittals, 266 Secondary research, 492 Segmented, subdivided, or stacked bars, 531 Self-assessment, 377–378 Semicolon, 669 Sensing-Intuition dichotomy (MyersBriggs), 29, 30 Sentence fragment, 665 Sentence outline, 609 Sentences See also Punctuation combine, to eliminate unnecessary words, 136 complex, 137 compound, 137 eliminate wordiness, 135–136 fused, 665 long and medium-length, 138 meaningless, 136 parallel structure, 138–139 punctuation within, 665–669 and readability formulas, 148 reducing repetition, 138 run-on, 665 simple, 137 in styles of writing, 124 (fig.) topic, 140 umbrella, 140 use active voice, 132–134 use second-person pronouns, 139–140 vary length and structure, 137–138 verbs to carry weight of, 134–135 writing and revising, 132–140 Serif fonts, 167 The Habits of Highly Effective People (Covey), 101 (fig.) The Signal and the Noise (Silver), 14, 129 Signature block, 260 (fig.), 654, 655 (fig.) The Silent Language of Leaders (Goman), 98 Simple sentence, 137 simple/simplistic, 676 Simplified format, 649, 652 (fig.) Sincerely, 649 SitOrSquat app, 70 Situational interviews, 470, 479 Situational questions, 504 Skills résumé, 389, 399, 400 (fig.), 401 Skype, 214, 246, 456 SlideRocket, 229 Smartphones, 245, 525, 533, 638, 672 Smiling, 68, 196 Social culture, 330 Social media, 37, 70, 265, 533, 661 design conventions and, 161 drawbacks, 254 J.C Penney’s use of, 287 723 negative messages and, cautions about, 305–306 in organizations, 250 blogs, 253 Facebook, 251–252 LinkedIn, 253 other media, 253–254 sites for professionals, 253 (fig.) Twitter, 252–253 usefulness of, 250–251 persuasive messages and, 356 in research, 507 uses of, in job search, 383–384 Social networking, in the job search, 441 Social networks, 229 Connectodex, 46 mining of, by advertisers, 35 Social Sciences Citation Index, 492 Social signals, 97 Solicited job application letter, 426, 427– 428 (fig.), 429, 431 (fig.) Source citation and documentation See Citation; Documentation Sources assessing objectivity of, 578–579 citing and documenting, 684–691 South Africa, 202, 337 South America, 106, 190 South Korea, 196 Spain, 199, 201 (fig.), 521 Spam, 246 Spam filters, 406 Spatial cues, 97 Spatial reports, 586–587 Spell-checker, 145–146, 408 Spelling, 17 Spelling errors, 440 Split infinitives, 664 Spreadsheets, 577 Square brackets, 670 Standard & Poor’s 500 stock index, 58 Standing, during oral presentation, 636–637 STAR technique, for behavioral interviews, 471 Startling statements in oral presentation, 627 in sales and fund-raising messages, 347 State abbreviations, 657 (fig.) stationary/stationery, 676 STEM education, 398 Stereotypes, 188–189, 191 “Stick” motivator, 329 Storyboard, 123 Storytelling in informative messages, 265 during job interview, 465 in opening of sales and fund-raising message, 346–347 in oral presentation, 625 in problem-solving (persuasive) messages, 339 in visuals and data displays, 521–522, 523 (fig.) Stress, in voice, 635–636 Stress interviews, 470–472, 479 724 Subject Index Structured interview, 502 Styles, of writing business styles, 124–125 conversational style, 124 (fig.) formality in, 125 improving, 128 individualized styles, 126–127 in job application letters, 437 plain language movement, 125 reports, 125 in report writing, 592–595 on résumé, 387 in sales and fund-raising messages, 353, 355–356 traditional term paper style, 124 (fig.) Subject lines appropriate for pattern of organization, 261 defined, 258 with inbox appeal, 346 in letters, 649–650, 652 (fig.) make concise, 260 make specific, 258 in negative messages, 294 pointers for, 261–262 for positive e-mail, 260 (fig.) for problem-solving messages (persuasive), 334 Subject-verb agreement, 659–660 Subordinate clauses, 664 Subordinates, giving bad news to, 290 (fig.), 291–293 Subprime mortgage disaster, 125 Subsistence consumers, 196 Subtle, 31 Sudan, 487 Summaries, 266–268 Summary abstracts, 609 Summary paragraph, 429 Summary sentence, 429 Super Bowl commercials, 328, 356 SuperCorp: How Vanguard Companies Create Innovation, Profits, Growth, and Social Good (Kanter), 90 Superiors, giving bad news to, 290–291 Super Storm Sandy, 129 Supra-level design choices, 162 Surveillance techniques, 103 Surveys, analyzing and designing See also Interview; Research interview face-to-face, 498 interview, defined, 496 mail, 498 online, 498 questionnaire, defined, 496 questions, good, characteristics of, 500–502 questions to ask about survey, 496–502 response rate, 499 samples for, 497–498 survey, defined, 496 telephone, 498 website, 499 Sweden, 196 Swim with the Sharks without Being Eaten Alive (Mackay), 38 SWOT (Strengths, Weaknesses, Opportunities, and Threats) analysis, 585–586 Syria, 487 T Table of contents, 600 (fig.), 608 Tables See also Visuals and data displays constructing, 529 defined, 524 for identifying exact values, 523, 524 (fig.), 529, 529 (fig.) Tablets, 246, 638, 672 Talking heads, 595 Task progress reports, 568 Team of Rivals (Goodwin), 225 Teams actions, positive and negative, 216 (fig.) for animation work, 213 Blue Man Group, 232 checklists for, 220 collaborative writing, 229–232 conflict resolution, 222–227 coordination of, 215 decision-making strategies, 217–219, 233 Deepwater Horizon disaster, 223 dimensions, 217 diverse, 221–222 expectations of, 215 feedback strategies, 219 formalization of, 215 formation of, 215 ground rules, 215 (fig.) group think, 220–221 informational dimensions, 214 interaction of, 214–217 international, 222 interpersonal dimensions, 214 leadership in, 216–217 meetings, effective, 214, 227–228 member skills, 232 myths about, 216 peer pressure, 220–221 procedural dimensions, 214 roles in, 215–216 scientific, 226 student, 219–220 successful, 219–220, 233 technology in, 214 for collaboration, 229 for meetings, 228–229 for scheduling and assignments, 229 troubleshooting problems, 224 (fig.) two-meeting rule, 223 when useful, 214 working on diverse, 221–222 working without bosses, 221 Teamwork, 68 cross-functional teams, 107 increasing emphasis on, 107–108 Technology See also Communication hardware; E-mail; individual communication technologies; Internet; PowerPoint advertising and, 35 AOL Instant Messenger, 249 big data, 109 blurring of work/home lives and, 305 caution about blogs, social networking sites, and Internet tracking, 382–383 chats, 214 for collaboration, 229, 230 colorblind app aids, for smartphones, 525 complaints processed through, 302 data mining, 109 data security, 102–103 DropBox, 229 in dynamic displays, 535 ”E-discovery” software, 104 electronic privacy, 103–105 electronic résumés, 406–407 e-mails as major marketing channel, 356–357 e-readers, 490 Excel, 229 FaceTime, 228–229, 246 for giving and receiving feedback, 146 Google1, 228–229 Google Chat, 249 Google Docs, 146, 214, 229, 230 GoToMeeting.com, 229, 246 information overload, 246–247 instant messaging, 249–250 Internet for job search, 378–380 for involving audience, 637–638 job listings on the web, 379 (fig.) for job search imitation product websites, 384 prezumes, 384 social media résumés, 383–384 video and multimedia, 383 keystroke authentication/patterning, 102 Klout, 356 Little Bird, 356 Microsoft Office, 214 Microsoft Outlook, 229 Microsoft SkyDrive, 229 negative messages and, cautions about, 305–306 online calendars, 229 online reputation, 381–382 for oral presentation, 633–634 PatientsLikeMe, 254 for performance feedback, 341 for persuasive messages, 356–357 phishing messages, 103 photo-editing software, 527 portable media players, 251 posting résumé on the web, 407 Prezi, 214, 229, 632–633, 633 (fig.) Producteev, 229 for research, 506–507 role of, in business and personal contexts, 13 for scheduling and assignments, 229 Skype, 214, 228–229, 246, 456 SlideRocket, 229 smartphones, 251 social networking, in the job search, 441 Subject Index software programs for creating visuals and data displays, 528 software programs for document design, 169 streaming web video, 229 surveillance, 103 tablets, 251 in teams for collaboration, 229 for meetings, 228–229 for scheduling and assignments, 229 in teamwork, 214 teleconferencing, 214 Tellagence, 356 text messaging, 249–250 for time management, 577 Track Changes for Word documents, 146 tracking tools, 105 Twitter-style job interview, 453 using to build goodwill, 70 videoconferencing, 229 video interviews, 456 virtual meetings, 228 web page, personal, 381 web page design, 174–177 websites covering entire job search process, 380 (fig.) websites for color palettes, 168 web sources for facts about companies, 423 (fig.) widgets, 254 wikis, 214, 229, 230, 250 Word, 229 Yahoo Messenger, 249 TED, 625 Telecommuting, 106 Teleconferencing, 214 Telephone, 37 Telephone surveys, 498 Telepresence, 246 Television advertising, 35–36 Templates, 630–631 10/5 rule, 68 10-K report, Testimonials, 350 Texting, 249–250 as advertising, 36 in business offices, 13 legal issues of, 254 no confidentiality in, 120 Thailand, 196 Thank you, as employee boost, 65 Thank-you letter/notes description and purpose of, 7, (fig.) example, 269 (fig.) following job interviews, 473–474, 474 (fig.), 475 (fig.) how to write, 268 importance of, 268 their/there/they’re, 676 Think-aloud protocols, 506 Thinking, Fast and Slow (Kahneman), 334 Thinking-Feeling dichotomy (MyersBriggs), 29, 30 Third-person pronoun, 139–140 Threats, persuasive messages vs., 331–332 Time and time management multitasking, 102 for report writing, 576–577 techniques, 100–101 tips for, 101 (fig.) views of, in different cultures, 197–198 wasted, as cost of poor communication, for writing, 122 The Tipping Point (Gladwell), 579 Title page, 597, 598 (fig.), 607 Toasts, mastering, 623 To line, 257 Tone, 10 defined, 68–69 in negative messages, 299–300, 301 (fig.) in persuasive messages, 340 of voice, 635 Topgrading interview, 473 Topic headings, 594 Topic sentences, 140, 594 To Sell Is Human (Pink), 324 to/too/two, 676–677 Touch, 197 Track Changes for Word documents, 146 Transitions, 638 Transition words, sentences, and phrases, 140–141, 594 Transmittals, 7, 266 Travel planning, for job interview, 458 Trip reports, 489 Truncated code, 493 Truncated graphs, 526–527 Trust, 58, 69, 327 Trust Me, I’m Lying: Confessions of a Media Manipulator (Holiday), 35 TurboTax, 327 Twitter data mining, 507 Twitter-style job interview, 453 Two-meeting rule, 223 Typefaces, 161, 162, 163 (fig.) See also Fonts Typos, 145–146, 408 U Umbrella paragraph, 267 Umbrella sentences, 140 Underlining, 670–671 Understatement, 200 unique/unusual, 677 United Kingdom, 197, 222, 257 United States, 106, 193, 196, 200, 201 (fig.), 202 (fig.), 218, 221, 222, 330, 525 University of Chicago Manual of Style format, 509 Unstructured interview, 502, 504 The Unwritten Laws of Engineering (King), 92 Unwritten Rules of Management (Swanson), 92 Usability testing, 176–177 (fig.), 178 Utilitarian principle, 90 V Values, 194, 195 (fig.) Verbal communication, verbal/oral, 677 725 Verbs, 61, 132–135, 136–137, 138, 398 (fig.) Vested interest, 326 Vicarious participation, 351 Video, 384 Videoconferencing, 229, 246 Video interviews, 456 Vietnam, 191 Visual cues, 196 Visuals royalty-free, 172 selecting, for brochure, 170 Visuals and data displays accuracy and ethics in, 526–527 bar charts, 523, 524 (fig.), 530–531, 531 (fig.) chartjunk, 526 choosing, 522–523, 524 (fig.) clip art, 526 color and decoration in, 524–526, 525 (fig.) components of, 525 (fig.) cultures and, 528 data quality, 521 defined, 520 determining the story, 521–522, 523 (fig.) dot charts, 523, 524 (fig.) drawings, 523, 533, 533 (fig.) dynamic displays, 523, 535 of fallen heroes, 520 figures, 524 following conventions, 524 in formal report, 608 Gantt charts, 523, 532, 532 (fig.) guidelines for creating, 521–527 infographics, 523, 534–535 integrating, into text, 527–528 line charts, 524 (fig.) line graphs, 523, 531 maps, 522, 523, 534, 534 (fig.) during oral presentations, 629–634 photographs, 523, 527, 532–533 pie charts, 523, 524 (fig.), 529, 530 (fig.) in reports, 593 on smoking, 519 software programs for creating, 528 tables, 523, 524, 524 (fig.), 529, 529 (fig.) technology and persuasion, 528 truncated graphs, 526 usefulness of, 520 when to use, 520–521 Voice active and passive, of verbs 132–135 in oral presentations, 635–636 tone of, 635 Voice mail, 249 (fig.) Voting, in teams, 217 W Watchdog audience, 28, 29, 47 Weak analogy, 327 (fig.) Web accessibility, 74 WebEasy, 169 Web pages, designing, 178 accessibility, 175, 176 attracting and maintaining attention, 174 726 Subject Index Web pages, designing—Cont conventions, 175 guidelines, 175 home page, 174 navigation, 175 usability testing, 176–177 (fig.) Web pages, personal, for job search, 381 Website Creator, 169 Websites, 70 in 2012, 34 interactive, company, 35 Website surveys, 499 Web sources, evaluating, 495–496 Web sources for facts about companies, 423 (fig.) What Color Is Your Parachute? (Bolles), 377–378 whether/weather, 677 Whistle-blowing, 290 White space, 164, 166 Who Moved My Cheese?, 265 Who: The A Method for Hiring (Smart and Street), 473 Widgets, 254 Wifi, 246 Wii, 42 Wikipedia, 35, 250, 496 Wikis, 214, 222, 229, 230, 250 WikiScanner, 496 Wild card, 493 Windows Phone, 245 Withdrawing, from team, 216 Women and courtesy/professional titles, 71–72 education level of, 70 as migrant workers, 191 segregation of, in Saudi Arabia, 194 in workplace, 70, 71 Word (software), 169, 229 Word choice See also Bias-free language; Writing ABC News ”pink slime” example, 119 accuracy of, 129 acronyms, 132 banished words, 660 businessese, 132 confused words, 671–677 connotations, 130–131 denotations, 130 ethical implications of, 131 familiar words, 131–132 formal/stuffy vs short/simple, 131–132 jargon, 132, 133 (fig.) on medicine labels, 244 misused words, 11 in negative messages, 300 (fig.) power implications of, 69 in refusal communications, 303 sexist, 10, 11 similar words, 129 in styles of writing, 124 (fig.) transitions, 140–141 words that add nothing, 135–136 Wordiness, 59 WordPress, 169 Wordy and wordiness, 135–136 Work/family balance, 105–106, 305 Works Cited list (MLA), 685 World Fact Book, 198 The World Is Flat (Friedman), 107, 191 Writer (software), 169 Writer’s block, 123 Writing See also entries for specific message types about, 121 boilerplate, 147 brainstorming, planning, and organizing business documents, 123 of brochure text, 170 business and administrative documents, 123–127 collaborative, 229–232 conventions of, following, 13 criteria for effective messages, 12–13 dates, 671 design as part of process, 160–161 ethics in, 120 feedback for, 146–147 half-truths about, for business, 127–128 infographics, 173 to international audiences, 200–202 multiple purposes of, myth and reality, 121 numbers, 671 organizational, organizational preferences for style, 141 paragraphs, 140–141 practicing, 123 proofreading symbols, 677–678 for readability, 128 paragraphs, 140–141 sentences, 132–140 word choice, 129–132 readability formulas, 147–148 revising, editing, and proofreading, 141–146 rules about, evaluating, 127 talking heads, 595 time management and, 122 topic heading, 594 topic sentence, 140 words often confused, 671–677 written vs oral message, 34–35 Written messages, 34, 192, 203 X Xoom, 246 Y Yellowstone National Park, 492 The Yiddish Policemen’s Union (Chabon), 143 You-attitude, 58 audience and, 17 beyond sentence level, 61–62, 63 (fig.) in conflict resolution, 226–227 to create thriving employees, 68 creating, 59–61, 66 for creating goodwill, 59–62 defined, 59, 76 by doctors, 248 e-mail and, 62 (fig.), 63 (fig.) endings needing, 297 how to phrase benefits of your services, products, etc., 44 with international audiences, 61 in job application letters, 438–439 listening and, 94 in networking, 100 and nonsexist language, 72 in progress reports, 564 to repair negatives, 66 use terms a group prefers, 75–76 Yours truly, 649 your/you’re, 677 Yugoslavia, 192 Z Z pattern, in brochure design, 170 (fig.) .. .Business and Administrative Communication ELEVENTH EDITION KITTY O LOCKER The Ohio State University DONNA S KIENZLER Iowa State University BUSINESS AND ADMINISTRATIVE COMMUNICATION, ... play in business communication LO 1-7 How to solve business communication problems C ommunication is a vital part of business As you will see in this and later chapters, missteps in handling business. .. goodwill by suggesting that you’re competent and perceptive and that your answer is correct and? ?complete Business communication involves paper documents, electronic communications, and interpersonal