Business communication process and product 7e guffey

7th Edition Business Communication Process & Product & Mary Ellen Guffey Dana Loewy Professor Emerita of Business Los Angeles Pierce College Business Communication Program California State University, Fullerton Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it This is an electronic version of the print textbook Due to electronic rights restrictions, some third party content may be suppressed Editorial review has deemed that any suppressed content does not materially affect the overall learning experience The publisher reserves the right to remove content from this title at any time if subsequent rights restrictions require it For valuable information on pricing, previous editions, changes to current editions, and alternate formats, please visit www.cengage.com/highered to search by ISBN#, author, title, or keyword for materials in your areas of interest Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Business Communication: Process & Product, Seventh Edition Mary Ellen Guffey Dana Loewy Vice President, Editorial Director: Jack W Calhoun Editor in Chief: Melissa Acuña Senior Acquisitions Editor: Erin Joyner Senior Developmental Editor: Mary Draper, Capstone Publishing Services Editorial Assistant: Kayti Purkiss © 2011, 2008 South-Western, Cengage Learning ALL RIGHTS RESERVED No part of this work covered by the copyright herein may be reproduced, transmitted, stored, or used in any form or by any means graphic, electronic, or mechanical, including but not limited to photocopying, recording, scanning, digitizing, taping, web distribution, information networks, or information storage and retrieval systems, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without the prior written permission of the publisher For product information and technology assistance, contact us at Cengage Learning Customer & Sales Support, 1-800-354-9706 For permission to use material from this text or product, submit all requests online at www.cengage.com/permissions Further permissions questions can be emailed to permissionrequest@cengage.com Marketing Manager: Michelle Lockard Associate Content Project Manager: Jana Lewis Media Editor: John Rich Frontlist Buyer, Manufacturing: Miranda Klapper Marketing Communications Manager: Sarah Greber Production Service: Cadmus Communications Senior Art Director: Stacy Jenkins Shirley ExamView® is a registered trademark of eInstruction Corp Windows is a registered trademark of the Microsoft Corporation used herein under license Macintosh and Power Macintosh are registered trademarks of Apple Computer, Inc used herein under license Rights Acquisitions Specialist: Mardell Glinski-Schultz © 2008 Cengage Learning All Rights Reserved Internal Designer: Lou Ann Thesing Cengage Learning WebTutor™ is a trademark of Cengage Learning Cover Designer: Lou Ann Thesing Cover Image: ©Blend Images/Alamy Library of Congress Control Number: 2010930837 Package ISBN-13: 978-0-538-46625-7 Package ISBN-10: 0-538-46625-1 Book-only ISBN 13: 978-0-538-46626-4 Book-only ISBN 10: 0-538-46626-X South-Western Cengage Learning 5191 Natorp Boulevard Mason, OH 45040 USA Cengage Learning products are represented in Canada by Nelson Education, Ltd For your course and learning solutions, visit www.cengage.com Purchase any of our products at your local college store or at our preferred online store www.CengageBrain.com Printed in the United States of America 14 13 12 11 10 Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it B U S I N E S S C O M M U N I C A T I O N : P R O C E S S A N D P R O D U C T, E Dearr Business Communication Students: My coauthor Dr Dana Loewy and I are proud d to present to you the Seventh Edition of Business Communication: Process and Product Produ We e know that it’s a bit risky sk to make changes han in the market-leading book However, in an effort to bring you the latest informatio information and tools to o ssucceed in today’s oda increasingly interconnected workplace, we have made innumerable revisions and an enhancements, nts a few of which hich are highlighted here: • Integrated, ted, cutting-edge coverage of dig digital tools and nd ssocial media The Seventh Edition prepares you to become accomplished communica communicators rs in ttoday’s digital ital w workplace A new Chapter 7, Electronic Messages and Digital Media, is solely dedicated to o digita digital media Every chapter has been thoroughly researched and updated to acquaint you with the latest trends in workplace communication co technology • New Chat About It questions! question Whether in class or in online chat rooms, you will gain insight about workplace communication and polish your communication skills through these stimulating discussion questions related to chapter topics • More figures and model documents To demonstrate the professional use of the latest business communication tools, the Seventh Edition has been enhanced with numerous new figures and model documents that show the use of Twitter, instant messages, podcasts, blogs, and wikis • New workplace simulations! You gain real-world training through interactive case studies at the Premium Web site (www.meguffey.com) • Stronger ethics coverage Chapter sheds light on ethical lapses blamed by some for the recent economic downturn Ethics Checks present brief scenarios to help you meet workplace dilemmas • New Technology in the Workplace video Using humor to compare appropriate and inappropriate uses of digital media, this new video will help you distinguish between professional and social uses of digital media • Expanded Premium Web site At www.meguffey.com we provide one convenient place for you to review chapter concepts and practice developing your skills You will find interactive case studies, two types of interactive chapter quizzes, downloadable documents to revise, PowerPoint slides, and unparalleled resources to achieve success in the course • Independent Grammar Review Grammar/mechanics exercises in every chapter present a structured review to guide you through all of the rules In the preface that follows, we illustrate key features of the Seventh Edition that highlight both the process and products of business communication We welcome your comments and suggestions as you use the No business communication book in this country and abroad Cordially, Mary Ellen Guffey & Dana Loewy Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Guffey … It’s Just That Easy The unrivaled market leader, Business Communication: Process and Product delivers the most current and authoritative communication technology and business communication concepts available This renowned leader is hands down the most up-to-date and best researched text on the market, and the exciting Seventh Edition is bursting with new, interactive student resources and comprehensive coverage of workplace technology Innovative coverage enhances the hallmark features of this textbook: the 3-x-3 writing process, three-part case studies, abundant use of model documents, and comprehensive coverage in a 16-chapter textbook Written by award-winning author Mary Ellen Guffey and new coauthor Dana Loewy, the new Business Communication: Process and Product, 7e, equips you with all the tools you need to maximize course success Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it B U S I N E S S C O M M U N I C A T I O N : P R O C E S S A N D P R O D U C T , E Innovative Technology With Guffey… It’s Just That Easy Business Communication: Process and Product provides you with extensive resources for effective and efficient communication The Seventh Edition’s preeminent technology coverage and groundbreaking technology resources are unrivaled Authoritative and comprehensive, text content is thoroughly updated to reflect the latest trends and advances in our increasingly digital world W I T H G U F F E Y, I T ’ S J U S T T H AT E A S Y T O … … STUDY AND IMPROVE YOUR GRADE www.meguffey.com Guffey’s Premium Web Site Connecting you to a powerhouse of resources, www.meguffey.com gives you one convenient place to find the support you need You will be able to polish your communication skills and build knowledge with these available resources: • New workplace simulations • Two types of interactive chapter quizzes • Downloadable documents to revise • PowerPoint review slides Accessing www.meguffey.com If you have a new book: Go to: www.cengage.com/login Click on “Create My Account.” Select user type “Student.” Enter account information and the access code that comes with your text Record your e-mail address and password for future visits If you have a used book: If you did not buy a new textbook, the access code may have been used You can purchase access to the Guffey Premium Website at www.meguffey.com www.meguffey.com Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Innovative Technology With Guffey… It’s Just That Easy … STUDY AND IMPROVE YOUR GRADE www.meguffey.com Chapter quizzes review key concepts in each chapter and provide you with constructive feedback Documents for Analysis allow you to revise poorly written textbook documents online without rekeying PowerPoint slides summarize and illustrate chapter concepts Your Personal Language Trainer, an interactive, self-teaching resource, helps you improve your skills in grammar, punctuation, and language usage Flash Cards help you understand chapter concepts to improve your test scores and enhance your retention of key vocabulary and knowledge New workplace simulations allow you to practice your business communication skills to engaging communication situations Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it B U S I N E S S C O M M U N I C A T I O N : P R O C E S S A N D P R O D U C T , E W I T H G U F F E Y, I T ’ S J U S T T H AT E A S Y T O … … ENSURE YOU ARE “GETTING IT” Through Aplia’s unique online, interactive format, you can review the basics of grammar and mechanics as well as important concepts throughout the text For more details on Aplia, visit www.aplia.com/cengage … GET YOU WRITING MORE! Cengage Learning’s Write Experience delivers This breakthrough solution provides a new technology that scores select written work; assesses style, mechanics, and format of writing; and ensures originality of written work The assignments in Write Experience for Business Communication allow you to practice your writing skills in structured memos, customer service letters, complaint letters, media communication, and other messages Find out more at www.cengage.com/writeexperience … OFFER COST-SAVING PURCHASE OPTIONS On CengageBrain.com you will be able to save up to 60 percent on your course materials through our full spectrum of options. You’ll have the option to rent your textbooks,  purchase print textbooks, e-textbooks, or individual e-chapters and audio books all for substantial savings over average retail prices. CengageBrain.com also provides access to a broad range of homework and study tools, along with a selection of free content from Cengage Learning Find out more today at www.CengageBrain.com Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Innovative Features With Guffey…It’s Just That Easy A premier business communication and workplace technology text, the Seventh Edition breaks new ground with a host of innovations to create the most complete business communication authority available With its up-to-the-minute coverage, riveting examples, hands-on applications, and lively writing, Business Communication: Process and Product gives you a truly engaging text that equips you with the skills and technology prowess you need for effective communication throughout your career W I T H G U F F E Y, I T ’ S J U S T T H AT E A S Y T O … …IMPROVE CRITICAL THINKING Workplace simulations at www.meguffey.com help you apply business communication principles to a variety of realistic communication situations The purpose of the In the Loop simulation, for example, is for you to apply communication principles during a communication crisis …USE DIGITAL MEDIA PROFESSIONALLY A new social media video, Technology in the Workplace, demonstrates the proper use of technology in today’s media-rich workplace, including the use of social networking sites Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com Mailing address, business letters, B-7–B-8 Mailing lists, 127 Main heading, organizing résumé information into categories, 504–505 Main idea, 145, 191 label, 150 Majority, 45 Malware (malicious software programs), 199 Mambo, 210 Management business plans, 433 hierarchies, team-based, 8–9 Mango, 138 Manual notetaking, 362 Manual search for formal research, 140 Manuscript format, 343 Maps, 369 Margins, 170 Market analysis, business plans, 433 Market research, companies use of blogs, 203–204 Marketing information, 129–130 Marriott Corporation, 386 Marriott Hotel, 86 Mattel, Mazzocco, Len, 141 McCreary, Colleen, 525 McCullough, David, 338 McDonald’s, 7, 80, 81, 113 business use of social network, 207 McKinsey & Co., 102 M-commerce (mobile technology businesses), Mean, 383 Meaningless words, 191 Media richness theory, 115 Median, 383 Meeting purpose and number of participants, 49 Meetings deciding necessity of, 49 distributing advance information, 50 ending and following up, 52–53 getting started, 51 handling conflict in, 52 improving downward information flow with, 21 face-to-face, 48–53 moving them along, 52 participating actively and productively, 52 productive, 57 selecting participants, 49 using digital calendars to schedule, 51 virtual, 53–58 Melting pot, 83 Memo format, 342 analytical report, 342 conference report, 398 feasibility report, 407 justification/recommendation report, 404 I-8 Memos, 116, 120 as e-mail attachments, 225 comparing e-mails and, 223–225 interoffice, 189 persuasive flowing upward, 310 Mergers, 80 Messages adapting to audience, 126 adjustment, 236–240 audience focus, 119 communicating with paperbased, 189 e-mail, B-2 flowing downward, 307–309 flowing upward, 309–311 follow-up, 557–560 goodwill, 240–243 how organizations exchange, 188–190 instruction, 231–233 international, 243–244 negative, 257–261 nonverbal, 464–465 sales, 311–317 sender focus, 119 that inform, 115 that persuade, 115 writing process for business, 112–114 Messmer, Max, 221 Metaphors, 463 Metasearching, 357 Microsoft, 45, 60, 65, 258–259, 343, 457 Windows Live Messenger, 197 Minorities discrimination against, 100–101 workforce diversity, 99 Minority, group decisions, 45 Minutes, 50 Misplaced modifiers, 152 Mission statement, 432 MLA, 364, 438, C-1 bibliographic format, C-2 format, C-1–C-2 in-text format, C-1–C-2 style, justification/ recommendation report, 405–406 text page, C-2 works cited, C-3 Mobile communication, 188 Mobile phones, 115 Mobile technology businesses See M-commerce Mode, 383 Model contract, 430 Model format report with APA citation style, 439 Modern Language Association See MLA Modified block letter style, B-4, B-7 Money, rejecting requests for, 268 Monstser.com, 499, 500 Morris, Pat, 295 Morale, employee, 41 MP3 audio player, 356 Multiethnic, 83 Multifunctional printers, 10 Multimedia presentations, 465–466 deigning, 466–473 eight steps to making powerful, 473 slides that summarize and illustrate, 472 See also Business presentations; Electronic presentations; Oral presentations; Slide presentations Multimedia slides, 465, 466 Multinational alliances, 79 Multiple line chart, 367 Multitasking, 16 MySpace, 190, 270, 355, 542 N Names, 173 National Association of Colleges and Employers (NACE), National Association of Criminal Defense Lawyers, 195 National Commission on Writing, National origin, 99 National Public Radio, 201, 202 National Resume Writers’ Association, 517 NBC, 435 Neeleman, 265 Negative group behaviors, 44 Negative language, 122 Negative messages, 220 analyzing components of, 263–268 comparing direct and indirect strategies for, 263 presented indirectly in American culture, 281 Negative news, 257–261 applying 3-x-3 writing process, 258–259 avoid legal liability in conveying, 259–261 conveying, 282 direct strategy, 261 goals in communicating, 258 indirect strategy, 261–263 managing on Facebook, Twitter, and other web sites, 273 Negative team behavior, 44 Netbooks, 188, 189 Netcasts, 190 NetNewsWire, 210 Networking sites, negotiating social and professional, 206–211 New York NY Fresh Deli, 80 Newell Rubbermaid, 80 News, most important ingredient of press release, 322 Newsletters, 21 Newsom, Gavin, 271 Niche Web sites, 500 Nielsen BuzzMetrics, 139 Nike, 8, 80, 318 Nissan Motor Company, 408 Noise, 15 Nokia, 80, 386 Nominative case See Subjective case Nonessential details, eliminate in executive summary, 436 Nonjudgmentalism, intercultural competence, 91 Nonnative speakers, listening to in workplace, 61 Nonterritorial offices, 9–12 Nonverbal behavior, intercultural audiences, 481–182 Nonverbal communication forms of, 64–67 functions of, 63–64 intercultural environments, 90–91 skills, 67 Nonverbal messages, 464–465 communication through, 63–67 Nonverbal signals, sending positive in workplace, 67 Nooyi, Indra, 3, 23, 30 Norming, 43 North American Free Trade Agreement (NAFTA), 80 Notes speaker’s, 466 take to ensure retention, 63 Nouns collective, A-5 proper, A-16 Number usage, A-18–A-19 Numbered lists, 171–172 Numbers, 173 citing in intercultural written messages, 93 O O’Leary, George, 506 O’Neal Shaquille, 188 O’Neill, Nick, 208 Objective, 27 Objective case, A-6 constructions, whom/whomever, A-7 Objects of prepositions, A-6–A-7 verbs, A-6–A-7 Observation, 354–355 Obstacles to downward information flow, 20–21 ethical decision making, 27–29 horizontal information flows, 22 upward communication flow, 22 Ockrim, Bennett, Office gossip, responding ethically to, 23–24 Oistamo, Kai, 386 Old Navy, 138–140, 147, 156 Ombudsman, 22 One-on-one interviews, 538 Online buzz-tracking, 139 Online catalogs, 350 Online collaboration tools, 126–127 Online communities, 206 companies use of blogs, 204 Online discussion, 205 Online encyclopedia Wikipedia, 205 Online interviews, 540 Online job boards, 500–501, 516 Index Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com Online job search, 499 Online proposals, 432 Online videos, 516 Open Directory Project, 358 Open offices, 10 Opening adjustment message, 236 claim, 233 cover letter, 524–527 e-mail messages, 191–192 solicited jobs, 525 unsolicited jobs, 525–527 Operations, business plans, 33 Opinion labeling, 27 Opinions, separate facts from, 60–61 Optical character recognition (OCR), 517 Oral communication, 19 and written communication skills, intercultural environments, 92 understanding advantages and disadvantages of, 18 Oral presentations, 457–458, 482 adapting to intercultural audiences, 481–483 building audience rapport like a pro, 463–465 choosing delivery method, 476 combating stage fright, 476–477 computer tool for, 148 control, credibility, and engaging during, 478 organizing content for, 458–463 organizing team-based, 479–481 organizing the body, 460–462 outline, 461 polishing delivery and follow up, 476–479 preparation, practice, and rehearsals before, 477–478 questions, answers, and handouts after, 478–479 summarizing in conclusion, 462–463 visual aids and multimedia presentations, 465–466 See also Business presentations; Electronic presentations; Multimedia presentations; Slide presentations Orders, handling problems with, 272–274 Organization, 221, 436 correction symbols for, D-2 negative news, 259 Organization charts, 368–369 Organization for Economic Cooperation and Development (OECD), 98 Organizational communication, comparing oral & written form of, 19 Organizational patterns for informational and analytical reports, 389 Organizational strategies for reports, 338–339 Index Organizations barriers block flow of communication in, 19 delivering bad news within, 277–281 exchange messages and information, 188–190 flow of information in, 19–24 use of business podcasts, 201 writing persuasive messages within, 307–311 Organize, 113,114, 139, 194, 222, 224, 230, 269, 280, 304, 317, 353, 404, 427 oral presentations, 458–463 team-based written and oral presentations, 479–481 slides, 469 Organizing data, 389–394 in persuasive messages, 299 Organizing ideas, 143–147 into patterns, 145–147 using lists and outlines, 143–145 Orman, Suze, 112, 121, 131 Outlines, 143–145 formats, 144 oral presentation, 461 with headings, 435 Outsourcing, obstacles to upward communication, 22 Over letter, unsolicited, 527 Overhead transparencies, 465 Owen, Clive, 204 P Palm 189 Palo Alto Software, 432 Panel interviews, 539 Paper-based messages, communicating with, 189 Paragraphs, 153–155 building coherence, 154–155 composing, 155 direct paragraph plan, 153 indirect paragraph plan, 154 pivoting paragraph plan, 153–154 Parallel construction, 386 Parallelism, 172 Paraphrasing, 62, 363 Parentheses, A-16 Parenthetical citations, 361, C-2 Partnership, 432 Passive voice, 120, 151–152, 266 Patagonia, 127 Patience, 90 PDAs See Personal digital assistants PDF (portable document format) files proofreading and marking, 176, 177 reports delivered as, 338 Peer-to-peer tools, Pei, I M., 425 People, appearance of, 66–67 PepsiCo, 3, 7, 23, 25, 30, 100, 102 social media and, 212 Pepsi-Cola, 140, 349 Percentages, 365, 368 Perez, Maritza, 65 Performing, 43–44 Period, A-15 Periodic (activity) reports, 395–396 e-mail format, 397 Periodicals, 350 Personal anecdotes, 463 Personal data, organizing résumé information into categories, 509 Personal digital assistants (PDAs), 9, 188, 190, 356 Personal mobile devices, 208 Personalized statistics, 463 Persuasion defined, 296 comparing in high- and lowcontext cultures, 318–321 effective and ethical use of, 295–299 importance of tone, 298 what’s fair in, 302 Persuasive claims, 305 Persuasive e-mail and memo flowing upward, 310 Persuasive messages, 220 adapting to audience, 298–299 analyzing the purpose, 298 applying the 3-x-3 writing process, 298–299 being persuasive and ethical, 301–302 blending four major elements in, 299–302 building interest in, 300 business messages and oral presentations, 113 gaining attention in, 300 motivating action in, 301 organizational message flowing downward, 308 reducing resistance in, 300–301 researching and organizing data, 299 writing within organizations, 307–311 Persuasive press releases, developing, 321–323 Persuasive requests, 303–306 action request, 297 favor request, 304 Pet Airways, 337, 347, 370 Peters, Tom, 354 Pew Research study, 361 Phishing schemes, 199 Phone call, 116 Phone conferencing, 54 Phonetically, 92 Photographs, 369 Phrases, 148–149 verb agreement, A-4 Physical ability, 99 Physical distractions, 16 Pie charts, 367–368 Pilot study, 354 Pirate Bay, 26 Pivoting paragraph plan, 153–154 Pizza Hut, 79 Plagiarism, 361 and paraphrasing, difference between, 363 Plain English (Plain Language), 27, 124, 223, 231 Plain-paper return address, B-6–B-7 Plain-text résumé, 518–519, 520, 522 See also Résumé Plan and schedule of informal proposals, 429 Planning team, 40 Plural verbs, A-5 Podcasts, 11, 190, 356 business, 200–206 improving downward information flow with, 21 Policy message from management flowing downward, 20 Politeness, high-context culture sales letters, 319 Portals, 127 Positive group behaviors, 44 Positive language, 122 Positive messages, 220 e-mails, memos, and letters, 223–227 start with writing process, 220–223 Positive team behavior, 44 Positive words, choosing, 266 Possessive case, A-6 Post hoc, 302 Posture, form of nonverbal communication, 64–65 Potbelly Sandwich Works, Powell, Colin, 169 Powell, Julie, 208 PowerPoint, 458, 466–473, 476 multimedia presentations, 472 10/20/30 rule of, 460 Precise words, 124 Prejudices, 87 overcoming, 88 Preprinted forms, 343 Presence technology, 11 Presentation résumés, 516 See also Résumé Presentations, 26 team-written, 126 See also Business presentations; Electronic presentations; Multimedia presentations; Oral presentations; Slide presentations Press releases, developing persuasive, 321–323 Prewriting, 139, 194, 222, 224, 230, 269, 280, 304, 317, 353, 404, 427 adapting the message, 114 analyzing the audience, 114 anticipating the audience, 114 phase of 3-x-3 writing process, 113, 114, 221, 258–259 PricewaterhouseCoopers, 99 Primary audience, 118 Primary data, 349 I-9 Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com Primary sources formal research methods, 140 gathering information from, 351–360 Print indexes, 350 Print resources, 350 Print-based résumé, 516 See also Résumé Privacy, 208 Problem, 436 solving, statement, 344 Problem/solution, 462 Procedures, teams agreement on, 47 Procter & Gamble, 80, 82, 99 Product liability litigation, 129 Product or service description, 432–433 Productive meetings, planning and participating in, 57 Professional blogs, 203, 204–205 Professional e-mail messages, 190–195 Professional groups, 39–40 Professional highlights, 505 Professional networking sites, 206–211 Professional organizations Web sites, 500 Professionalism developing a competitive edge with, 68–69 leads to success, 68 projecting when you communicate, 68 Profiling the audience, 117 Progress report, 26, 399, 400 Project team, 40 Pronoun case, A-6–A-8 Pronoun reference, A-8–A-9 Pronouns agree in number and gender with antecedents, A-8 building paragraph coherence, 154–155 indefinite, A-5 it, which, this, and that refer to clear antecedents, A-8–A-9 Proofread, 113, 114, 139, 173–176, 177, 194, 221–223, 230, 269, 280, 304, 317, 353, 404, 427 complex documents, 175–176 negative news, 259 PDF files, 176, 177 routine documents, 174–175 slide presentations,471 See also Writing Process (3-x-3) phase Proofreading marks, 176 Propaganda, 202 Proper adjectives, A-16 Proper nouns, A-16 Proposals, 26, 115–116 formal, 426, 430–432 informal, 425–430 internal, 402 online, 432 writing, 431 Proprietorship, 432 Props, 466 I-10 Prototypes, 87 Public domain, 131 Public relations, companies use of blogs, 203 Puffery, 315 Punctuation, 172, 173, 223, A-10–A-12 business letters, B-2 mixed style, B-7 other, A-15–A-16 styles, B-7 Punitive, 266 Puns, 92 Purpose, 223, 436 analyzing, 115–116 analyzing in persuasive messages, 298 and number of participants of meeting, 49 identifying, 115 knowing your, 458 executive summary, 436 informal proposal, 429 statement of, 344–345 teams agreement on, 46–47 Purposeful, business messages and oral presentations, 113 Q Qualifications, showcasing in an e-portfolio or video résumé, 520 Quality control, Quality control circle, 40 Quantifiable, 352 Quantitative, 364 Query, 358 Question mark, A-15 Questionnaire, 352 Questions ask clarifying, 61 competently handling of, after oral presentation, 478–479 typical interview, 546–553 Quota, 142 Quotation marks, 361, A-16 Quotes, 363 R Race, 99 Racial makeup of U.S population, 1980 to 2020, 12 Racially biased language, 123 RadioShack, 279 Range, 383 Rank, observe in intercultural written messages, 93 Rapport, building audience, 463–465 Raspberry, William, 173 Rational appeal, 313–314 Rationalization trap, 28 Raw material, 380 Raytheon Company, 425, 429, 430, 431, 450 Readability, designing documents for, 170–173 Reader benefits, 263 Readers’ Guide to Periodical Literature, 350 Really simple syndication (RSS), 202, 209–210 Reasons, component of negative messages, 265–266 Reasons-before-refusal plan, 275 Receiver, 15 Recommendations, 447 formal business reports, 437 making, 386–389 moving from findings to, 389 report, 387–388 Recruiter, 499 Recruiting, companies use of blogs, 203 Red Baron, 41 Redundancies, 166 Reebok, 46, 318 Reference initials, B-6 Reference line, B-5 Reference list, 510 Reference request letter, 555 References, 438, 448, C-2 APA, C-1, C-5 contact after interview, 554–556 organizing résumé information into categories, 509 Refusing credit, 276 donation request, 269 internal requests, 278–279 typical requests, 268 Rehearsing, team-based written and oral presentations, 480–481 Rejection letters, 559 follow-up letter, 558–559 Relationship appeal, characteristic of high-context culture sales letters, 319 Religion, 99 Report data, gathering and selecting, 349 Report essentials, 337–343 organizational strategies, 338–339 writing style, 339–341 Report formats, 341–343 Report headings, 392 Report introduction, 391 Report sequence in executive summary, 436 Reports, 115–116, 120 analytical, 338, 401–411, 412 applying the 3-x-3 writing process to, 343–349 conclusions and recommendations, 387–388 electronic slide decks, 338 email messages, 338 feasibility, 403–407 formal business, 433–450 functions and types, 338 incorporating graphics in, 369–370 informational, 338, 394–401 interim, 399, 400 investigative, 399–401 justification/recommendation, 402–403 levels of headings in, 392 PDF files, 338 periodic (activity), 395–396 progress, 26, 399 reader cues in, 391–394 sales, 26 scope and limitations, 345 significance of topic, 345 trip, convention, and conference, 396–398 writing styles, 343 yardstick, 407–411 Request for proposal (RFP), 425, 430 Requests, 227–230 closing with appreciation and action request, 229 creating, 227–229 for favors and actions, 307 providing details in body of message, 228–229 refusing internal, 278–279 refusing typical, 268 rejecting, for favors, money, information, and action, 268 responding to, 229–230 writing direct, 231 See also Persuasive requests Resale, 238, 267 Research, 113,114, 138–143, 194, 221, 222, 224, 230, 269, 280, 304, 317, 353, 404, 427 collecting information and generating ideas on job, 143 developing good habits, 362 electronic access to, 139–140 formal methods, 139–141 generating ideas by brainstorming, 142 informal methods, 141–142 negative news, 259 PowerPoint options in slide presentations, 468 See also Writing process (3-x-3) phase Research data, 360 persuasive messages, 299 Resignation letter, 559–560 Resistance expect and overcome, 297 reducing in persuasive messages, 300–301 reducing in sales messages, 314 Respect, 86 Response messages, 227–230, 231 to goodwill messages, 241 to requests, 229–230 Résumés, 26 applying final touches to, 520–524 as PDF document, 523 as word document, 522 business-oriented Web sites, 208 chronological résumé, 511–515 complete online at company database, 524 Index Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com customized, 503–504, 522 faxing, 524 follow-up letter, 558 functional résumé style, 504 inflated, 523 length of, 504 optimizing for today’s technologies, 516–520 organizing information into categories, 504–515 plain-text résumé, 518–519, 520, 522 polishing, 521 presentation résumés, 516 print-based résumé, 516 proofreading, 521 scannable, 517 style, 503 submitting, 521–524 tips for maximizing hits, 517 video résumé, 516, 520 Retention, 63 Return address, business letters, B-7 Revise, 113, 114, 139, 177, 194, 221–223, 224, 230, 259, 269, 280, 304, 317, 353, 404, 427 collaborative documents using technology, 128 evaluating, 114 instruction message, 232–233 manually and digitally, 163 negative news, 259 proofreading, 114 slide presentations, 471 team-based written and oral presentations, 480 See also Writing process (3-x-3) phase Revising and enhancing slides for greater impact, 470 Revising for clarity, 167–170 controlling exuberance, 170 dropping clichés and slang, 169 dumping trite business phrases, 168 keep it short and simple (KISS), 167–168 unburying verbs, 169 Revising for conciseness, 164–167 dropping unnecessary fillers, 166 eliminating flabby expressions, 164 limiting long lead-ins, 164–166 purging empty words, 167 rejecting redundancies, 166 RFP See Request for proposal Riccardi, Toni, 99 Ronaldo, 80 Rosenfeld, Irene, 299 Royal Caribbean, 234 Rudman, Gary, 208 Run-on (fused) sentences, 149, A-2 Ryan, Liz, 495, 499, 510, 524, 530 S Safety information, 129 Salary negotiations dos and don’ts, 550 Sales letter, 317 analyzing high-context, 320 Index Sales messages adapting to audience, 312 analyzing product and purpose for writing, 312 applying the 3-x-3 writing process to, 311–312 building interest with rational and emotional appeals, 313–314 crafting direct-mail letters, 312–316 gaining attention in, 312–313 in high-context culture, 319 motivating action at conclusion of, 314–315 planning and composing, 311–317 reducing resistance and building desire, 314 what is legal and what is not in, 315 Sales report, 26 Salutation business letters, B-5 e-mail, B-2 Sans serif, 171 Sant, Tom, 428–429 Sara Lee, 102, 223 Sarbanes-Oxley Act of 2002, 13, 25, 26, 97 Satellite communications, Saving face, 89–90, 282 Scannable résumé, 517, 518 Scare tactics, 314 Schechtman, Morris, 49 Scholarly sources, 359 Schools, ethical culture and, 25 Schultz, Howard, 355, 380, 381, 401, 412 Schwartz, Irwin, 195 Schwartz, Jonathan, 203 Schwarzenegger, Arnold, 188 Scientific experiments, formal research methods, 140–141 Scope, 436 statement, 345 Screening interviews, 538 Search engines, 357 Search tools, 357–358 Sears, Secondary audience, 117, 118 Secondary data, 349 Secondary sources, gathering information from, 349–351 Second-level headings, 443–445 Second-page heading, business letters, B-6 Segmented 100 percent bar chart, 366 Segmented line (area) chart, 367 Seiyu, 79 Self-deception trap, 28–29 Self-identity, basis of, 84 Selfless, goodwill messages, 240 Semicolons, A-12–A-13 Sender encodes idea in message, 14 forms idea, 13–14 Sender-focused message, 119 Senk, Glen, 302 Sensitivity, communicating negative news, 258 Sentences, 148–152 avoiding dangling and misplaces modifiers, 152 basic elements, 148–149 comma-splice, 149–150, A-2–A-3 composing, 155 emphasizing important ideas, 150–151 fragments, 120, 149, A-2 managing active and passive voice, 151–152 preferring short sentences, 150 run-on (fused), 149, A-2 structure, A-2–A-3 Sequential interviews, 539 Serif, 170–170 7-Eleven, 80, 383 Sexism, 100 Sexting, 199 Sexual harassment victims, 100 SharpReader, 210 Short message service (SMS), 189–190, 197 Short sentences, 150 Short goodwill messages, 240 Short-term goal, characteristic of low-context culture sales letters, 320 SideKick Enterprises, 56 Siekaczek, Reinhard, 96 Siemens AG, 89, 96 Signature block business letters, B-5 e-mail messages, 193 Significance, 345, 436 Silence, negative perception in Western cultures, 90 Similarities, 102 Similes, 463 Simple line chart, 367 Simple sentence, 151 Simple/complex, organizing the body of oral presentation, 462 Sincere, goodwill messages, 240 Singular verbs, A-5 Situational questions, 551 6-x-6 rule, 468 Skills, organizing résumé information into categories, 507–508 Skim value, 171–172 Skype, 55, 197 Slander, 259 Slang, 92, 120, 169 Slide decks, 338 Slide presentations adapting text and color selections, 468 analyzing an effective presentation, 473–476 analyzing the situation, 468 anticipating your audience, 468 applying the 3-x-3 writing process to, 467–471 composing, 469 designing, 469–470, 471 keeping audience engaged, 472–473, 474 organizing your slides, 469 practicing and preparing, 472 researching PowerPoint options, 468 revising, proofreading, and evaluating, 470, 471 using PowerPoint effectively, 471–472 working with templates, 469 See also Business presentations; Electronic presentations; Multimedia presentations; Oral presentations Slideshow See slide presentations Small Business Administration (SBA), 432, 433 Smart devices, 189 SmartArt graphics, 470 Smartphones, 17, 188, 356 projecting professionalism, 68 Smile when appropriate, 92 Snail mail, 227 Social bookmarking, 210–211 Social interaction, four space zones for, 65 Social media sites, 501 Social networking, 190 Social networking sites, 205, 206–211 posting harassing or libelous messages on, 259 Social networks, 207–208 Social online communities, 190 Social rules, 86 Soft skills, 39 Soft-sell approach, characteristic of high-context culture sales letters, 319 Solicited cover letter, 526 Solicited jobs, openings for, 525 Solicited proposals, 425 Solutions, share, 298 Sook, Lee Jin, 79 Source notes, C-1 Source, firsthand information, 140 Southwest Airlines, 257, 277, 283, 312 social media and, 212 Space, form of nonverbal communication, 65 Spacing business letters, B-2 single or double, 444 Spam, 196 Speaker’s notes, 466 Special effects, multimedia presentation, 475 Specialized language, 124 Specific, goodwill messages, 240 Speech habits, projecting professionalism, 68 Spell checkers, 175 Spelling, 173, 206, 223 Spiders, 358 Spielberg, Steven, 28 Spim (IM spam), 199 Spiral logic, 85 I-11 Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com Spontaneous, goodwill messages, 240 Sport references, 93 Staffing, informal proposals, 429 Stage fright, 476–477 Stanford University, 457 STAR (storytelling) technique, 551 Starbucks, 80, 191, 204, 355, 380, 381, 401, 412 Statement of purpose, 344–345 Steering group, 40 Stereotypes, 87 Stewart, Martha, 13, 26 Storming, 43 Straightforward claims, 233 Stranger’s Hill Organics, 127 Straw, 210 Stress interviews, 539 Style, correction symbols for, D-2 Subaru, 53 Subclusters, 141, 143 Subcommittee, 45 Subject, 148, B-2 agree with verbs, A-4–A-5 Subject line, B-5 Subject (or Web) directories, 357 Subjective case, A-6 constructions, who/whoever, A-7 Subjunctive mood, A-4 Subordinate clause, 266 Subordinates, Subway, 79 Sullenberger, Chesley “Sully”, 40 Summaries, 395 Summarizing in conclusion of oral presentations, 462–463 Summary of qualifications, résumé, 505–506 Sun Microsystems, 203 Superiors, listening to, 59 Superlatives, characteristic of lowcontext culture sales letters, 320 Supplier team, 40 Supporting sentences, 153 Supportiveness, intercultural competence, 91 Surface charts, 366 Survey data, converting into finished tables, 382 Surveys, 351–354 Sympathy, conveying, 241–243 Synonyms, 359, 363 Syntax, 359 Synthesize, 362 T Table of contents, 441 business plans, 432 formal business reports, 435 formal proposals, 430 Tables, 364–365, 381–382, 446 Tabulate, 381 Tabulating responses, 381–385 Taco Bell, 163, 172, 178 Talking headings, 392 Target, 210 Task, adapting to, 118–124 I-12 Task force, 40 Taylor, Fred, 277 Team behavior, analyzing positive and negative, 44 Team development, four phases of, 43–44 Team document, tracking, 129 Team effectiveness, developing, 47 Team player in professional groups, 39–40 Team-based management, 8–9 Team-based written and oral presentations, 479–481 Teammates, listening to, 59 Teams acceptance of ethical responsibilities, 48 agreement, 46–47 better decisions with, 40 characteristics of successful, 45–46 collaborate rather than compete, 47 confront conflict, 47 examples of effective, 41 faster response with, 41 good communication techniques, 47 greater buy-in with, 41 improved employee morale with, 41 increased productivity with, 41 less resistance to change with, 41 preparing to work with, 40–48 reduced risks with, 41 shared leadership, 48 six-step procedure for dealing with conflict, 44–45 small size, diverse makeup of, 46 virtual, 41–42 why they fail, 43 writing in, 124–128 Teamwork skills, Team-written documents, 125, 126 Team-written presentations, 126 Technological advancements, 81–82 Technologies optimizing résumés for today’s, 516–520 using to edit and revise collaborative documents, 128 Telecommuting, Teleconferencing, 9, 54 Telephone projecting professionalism, 68 skills, business presentations, 483–485 tag, 484 Telephony: VoIP, 10 Telepresence rooms, 54 Templates, slide presentations, 469 Temporary workers, obstacles to upward communication, 22 Territory, form of nonverbal communication, 65 Testimonial, 313, 314 Text alignment, 170 Text messaging, 9, 12, 17, 18, 189–190, 197 See also Texting Text, foundation of multimedia presentation, 473 Texting, 189–190, 197 best practices for, 199 how it works, 197 professionally, 195–199 projecting professionalism, 68 pros and cons of, 197–199 requires smartphone or PDA, 197 See also Text messaging Thanks, expressing, 240–241 Thesaurus, 124 Thomas, Daryl, 39, 42, 48, 70 Thread, 196 3-x-3 writing process See Writing process (3-x-3) 3M Corporation, 49 Three-point introduction, 483 Timberland, 79 Time form of nonverbal communication, 65 ordering data by, 390 orientation, 86–87 Title page, 439 formal business reports, 434 formal proposals, 430 Titles and rank, observe in intercultural written messages, 93 To line, e-mail, B-2 Tolerance, 88–89 Tone, 118 courteous, 122–123 e-mail message, 125 formal versus conversational, 122 importance of in persuasion, 298 intercultural written messages, 93 negative news, 259 persuasive claims, 305 persuasive messages flowing upward, 309 unprofessional versus professional, 121 Topic sentence, 153 Topic/function/conventional grouping, organizing the body of oral presentation, 461 Tort law, 129 Toshiba Corporation, 89 Touching people, intercultural environments, 90 Townsend, Scott, 211 Toyota, 6, 260 Toyoda, Akio, 260 Trade agreement, 80 Trader Joe’s, 80 Tradition, 86 Training, 101 Transitional expressions, 392 building paragraph coherence, 155, 156 Transitions, 392 Transparencies, 466 overhead, 465 Transparency International, 96 TransUnion, 276 Travelocity, 210 Trends affecting you in today’s workplace, 7–13 Trickery, 296 Trip reports, 396–398 Trite business phrases, 168 Truth telling, 26 Tweeting, 9, 200 Tweets, 11 Twitter, 142, 188, 190, 200, 204, 212, 260, 270, 499, 542 abusive language on, 259 negative news on, 257, 273 Typefaces, 170–171 U U.S Census Bureau, 347 U.S Coast Guard, 46 U.S Post Office, 259 Unbiased, 266 Understanding, buffer to open indirect negative messages, 264 Unicast, 345 Unilever, 80, 102, 220 United Linen & Uniform Services, 211 United, social media and, 212 Unreceptive audiences, 146–147 Unsolicited cover letter, 527 Unsolicited jobs, openings for, 525–527 Unsolicited proposals, 425 UPS, 100 Uptalk, 68 Upward communication flow, 20, 21–22 from employee to management, 21 obstacles to, 22 Upward information flow, improving, 22 US Airways, 188 Flight 1549, 40 USB flash drive, 472 User-centered virtual environment, 200 V Value of differences, 101 Value/size, organizing the body of oral presentation, 462 Values, adapting presentations to intercultural audiences, 481 Van Daniker, Relmond, 395 Variables, 383 Varner, 87 Venture capitalists, 432 Verb agreement, 259, A-4–A-6 Verb mood, A-4 Verb tense, 438, A-3–A-4 Verb voice, A-4 Verbal signposts, 464 Verbs, 148, 169 active and passive voice, 151–152 linking, A-9 Index Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com plural, A-5 singular, A-5 Vertical bar chart, 366 Video phones, 11 Video résumé, showcasing your qualifications in, 520 See also Résumé Video transmission, 18 Videoconferencing, 9, 11, 18, 54, 116 Videos, 466 improving downward information flow with, 21 Vigorous words, 124 Viral marketing, companies use of blogs, 203–204 Virgin Group, social media and, 212 Virtual communities, 356 Virtual meeting audioconferencing, 54 ground rules for, 56–57 planning and interacting professionally, 55–58 practices and technologies in, 53–58 premeeting considerations, 56 techniques for collaborating, 57–58 videoconferencing, 54 web conferencing, 55 Virtual private networks (VPN), 188 Virtual teams, 41–42 Viruses, 199 Visual aids, 364–370 adapting presentations to intercultural audiences, 482–483 matching graphics and objectives, 364–369 options, pros and cons for, 466 planning, 465–466 types of, 465 Vivid words, 150 Vivisimo/Clusty, 357, 358 Voice conferencing, 11 Voice mail, 9, 17 message, 116 projecting professionalism, 68 skills, 483–485 Voice over Internet protocol (VoIP) systems, 305–306 Voice recognition, 10 Volunteering, 498 W Wal-Mart, 7, 79, 80, 86, 102 in China, 89 Web 2.0, 188, 200, 203, 356 environment, 207 Web business plans, samples, 433 Web chats, 18 Web conferencing, 11, 54, 55 in practice, 56 Web pages, computer tool for, 148 Index Web search tools for business writers, 357 Web searching, 498, 499 Web sites, 18, 115–116 company, 500 local employment, 500 managing negative news on, 273 niche, 500 professional organizations, 500 Web sources, evaluating, 359–360 Webcasts, 190, 200–206 WebEx conferencing on iPhone, 55 Weblogs, Weingarten, Rachel, 208 Weinstock, Brad, 18 Welch, Suzy, 552 Welsh, Jack, 552 White space, 170, 221 Whiteboard, 128, 466 Whole Foods Market, 127 Wiesel, Dan, 337 Wi-Fi See Wireless fidelity (Wi-Fi) networks Wiki contributor, 205–206 Wiki knowledge base, 205 Wikis, 9, 11, 116, 127, 190, 359 and collaboration, 205–206 businesses use of, 200–206 creating, 206 documentation and, 205 for meetings, 205 global, 205 project management with, 205 Wild cards, 359 Williams, Evan, 188 Williams, Sara, 188 Windows Live Spaces, 204 Winfrey, Oprah, 62, 112 Wireless devices, 10 Wireless fidelity (Wi-Fi) networks, 17 Wireless networking, 9, 12 Women, workforce diversity, 99 Words choosing positive in negative message, 266 confusing, A-21–A-22 dangerous, 130 familiar, 124, 231 frequently misspelled, A-22 low-and high-context cultures communicate differently with, 86 meaningless or dangerous, 191 meanings of, 86 precise, 124 sounds of, 86 vigorous, 124 Work experience, organizing résumé information into categories, 506–507 Work plan, 347 for formal report, 348 Work teams, 40, 99–100 Workforce diversity, 12–13 advantages and challenges, 99–102 dividends of, 99–100 divisiveness of, 100–101 improving communication among audiences, 101–102 Workplace anytime, anywhere and nonterritorial offices, 9–12 casual apparel in, 66 employment trends in today’s, 497–498 examining ethics in, 25–29 expanded team-based management, 8–9 flattened management hierarchies, heightened global competition, 7–8 increasingly diverse workforce, 12–13 innovative communication technologies, listening to nonnative speakers in, 61 preparing to work with groups and teams, 40–48 renewed emphasis on ethics, 13 sending positive nonverbal signals in, 67 techniques for improving nonverbal communication skills in, 67 trends affecting you in today’s, 7–13 Workplace listening, 58–62 Workplace meetings, planning and participating in face-to-face, 48–53 Workplace tweeting, 200 Works cited, 438, C-1, C-2 bibliography, C-2 MLA, C-3 World Bank, 96 World Trade Organization, 80 World Wide Web, 355–360 Worst- and best-case scenarios, 463 Wright, Daisy, 551 Writing, 139, 194, 222, 224, 230, 269, 280, 304, 317, 353, 404, 427 analytical reports, 412 composing, 114 direct requests and responses, 231 e-mail sales messages, 316–317 final tips, 438–448 formal business reports, 433–450 in teams, 124–128 informational reports, 399 instructions, 233 organizing, 114 persuasive claims, 305 persuasive messages within organizations, 307–311 phase of 3-x-3 writing process, 113, 114, 221, 259 proposals, 431 researching information, 114 short informational reports, 394–401 skills, style for reports, 339–341 team-based written and oral presentations, 480 winning proposals at Raytheon, 425, 431 Writing process (3-x-3), 112, 113– 114, 139 business messages, 112–114 e-mail, 224 evaluating, 114 in action, 223 negative news, 258–259 phase 1, 221 phase 2, 221 phase 3, 163–164, 221–223 positive messages, 220–223 prewriting, 113, 114 proofreading, 114 reports, 343–349 researching, 114 revising, 113, 114 sales messages, 311–312 scheduling, 114 slide presentations, 467–471 writing, 113, 114 Written communication, 18, 19 Written follow up, 92 Written messages computer tool for, 148 intercultural audiences, 92–93 Written presentations, organizing team-based, 479–481 See also Business presentations X Xerox, 99 Y Yahoo, 357, 358 Messenger, 197 Search, 357 Sports, 345 Yardstick reports, 407–411 compare alternatives, 407–411 See also Reports You view, 119–120 YouTube, 260, 516 Yum Brands, 163 Z Zappos.com, 208 Zara, 138 Zynga Game Network, 525 I-13 Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com Guffey … It’s Just That Easy With meguffey.com…It’s Just That Easy to Study and Improve Your Grade! Mastering workplace communication is now easier than ever Access numerous, robust study resources that complement your textbook at www.meguffey.com, and improve your business communication grade If you purchased a new textbook, access www.meguffey.com with these simple steps: Go to www.cengage.com/login Click on “Create My Account.” Select user type “Student.” Enter account information and the access code that comes with your textbook Record your e-mail address and password for future visits If you purchased a used textbook, the original access code for www.meguffey.com may have been used You can purchase access at www.meguffey.com www.meguffey.com Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it freebookslides.blogspot.com B U S I N E S S C O M M U N I C A T I O N : P R O C E S S A N D P R O D U C T , E Access these resources to improve your grade: “BEAT-THE-CLOCK” INTERACTIVE QUIZZES Get the extra practice you need to master chapter concepts and improve your writing skills with Beat the Clock quizzes that test your knowledge in a fun, interactive way! NEW WORKPLACE SIMULATIONS Polish your communication skills by solving realistic workplace problems, and gain practice using the latest workplace technology CHAPTER REVIEW QUIZZES Quizzing capabilities allow you to brush up on important chapter concepts throughout the course or just prior to exams Each quiz question includes feedback that further improves your understanding of important topics POWERPOINT REVIEWS For a review of important concepts from each chapter, access PowerPoint review slides from www.meguffey.com DOCUMENTS FOR ANALYSIS Avoid having to the extra work rekeying documents by downloading them from www.meguffey.com Or use these documents for additional practice, outside of what your instructor requires PERSONAL LANGUAGE TRAINER Personal Language Trainer is a comprehensive learning resource that ensures mastery of the grammar/mechanics required in the business communication course Take a diagnostic quiz to assess your current knowledge base Complete warmup activities and exercises to brush up on problem areas And test your knowledge via a comprehensive test so you can track your progress SPEAK RIGHT! / SPELL RIGHT! Improve your pronunciation and spelling skills by utilizing these interactive language resources FLASHCARDS Improve your vocabulary by using these interactive, online study aids WRITING RESOURCES This all-in-one resource includes references and links to online writing resources to help you more easily complete writing assignments Specifically, access Online Writing Labs, MLA and APA formats, report topics, and other valuable writing resources … AND, REMEMBER, WITH GUFFEY… IT’S JUST THAT EASY! www.meguffey.com Copyright 2010 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it ... it Guffey … It’s Just That Easy The unrivaled market leader, Business Communication: Process and Product delivers the most current and authoritative communication technology and business communication. .. the process and products of business communication We welcome your comments and suggestions as you use the No business communication book in this country and abroad Cordially, Mary Ellen Guffey. ..7th Edition Business Communication Process & Product & Mary Ellen Guffey Dana Loewy Professor Emerita of Business Los Angeles Pierce College Business Communication Program California