THILL BOVÉE KELLER MORAN Excellence in Business Communication SIXTH CANADIAN EDTIION www.pearson.com ISBN 978-0-13-431082-4 780134 310824 90000 THILL BOVÉE KELLER MORAN Excellence in Business Communication SIXTH CANADIAN EDTIION Excellence in Business Communication sixth canadian edition John V Thill Communication Specialists of America Courtland L Bovée Professor of Business Communication C Allen Paul Distinguished Chair Grossmont College Wendy I Keller University Lecturer, Trainer and Career Coach K.M Moran Professor of Communications/ESL Conestoga College A01_THIL0824_06_SE_FM.indd 03/11/17 5:02 PM Production Services: Cenveo® Publisher Services Permissions Project Management: Integra Publishing Services, Inc Photo Permissions Research: Integra Publishing Services, Inc Text Permissions Research: Integra Publishing Services, Inc Interior Designer: Anthony Leung Cover Designer: Anthony Leung Cover Image: Peter Bernik/Shutterstock Acquisitions Editor: Keriann Mcgoogan Marketing Manager: Euan White Senior Content Manager: John Polanszky Project Manager: Christina Veeren Content Developer: Darryl Kamo Media Content Developer: Darryl Kamo Media Developer: Tiffany Palmer Pearson Canada Inc., 26 Prince Andrew Place, North York, Ontario M3C 2H4 Copyright © 2019, 2015, 2011 Pearson Canada Inc All rights reserved Printed in the United States of America This publication is protected by copyright, and permission should be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise For information regarding permissions, request forms, and the appropriate contacts, please contact Pearson Canada’s Rights and Permissions Department by visiting www pearsoncanada.ca/contact-information/permissions-requests Authorized adaptation from Excellence in Business Communication 12e © 2017, Pearson Education, Inc Attributions of third-party 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references are not intended to imply any sponsorship, endorsement, authorization, or promotion of Pearson Canada products by the owners of such marks, or any relationship between the owner and Pearson Canada or its affiliates, authors, licensees, or distributors If you purchased this book outside the United States or Canada, you should be aware that it has been imported without the approval of the publisher or the author 978-0-13-431082-4 10 Library and Archives Canada Cataloguing in Publication Thill, John V., author Excellence in business communication / John V Thill, Communication Specialists of America, Courtland L Bovée, Professor of Business Communication, C Allen Paul Distinguished Chair, Grossmont College, Wendy I Keller University Lecturer, Trainer and Career Coach K.M Moran, Professor of Communications/ESL, Conestoga College — Sixth Canadian edition Includes bibliographical references and indexes ISBN 978-0-13-431082-4 (softcover) Business communication—Case studies I Bovée, Courtland L., author II Keller, Wendy I., 1959-, author III Moran, Kathleen M., 1955-, author IV Title HF5718.2.C3T45 2017 A01_THIL0824_06_SE_FM.indd 658.4'5 C2017-903384-0 22/12/17 9:54 AM Brief Contents Part I Understanding the Foundations of Business Communication 1 Achieving Success through Effective Business Communication Communicating in Teams and Mastering Listening and Nonverbal Communication 34 Communicating Interculturally 61 Part II Applying the Three-Step Writing Process 82 Planning Business Messages 82 Writing Business Messages 113 Completing Business Messages 144 Part III Crafting Brief Messages 175 Crafting Messages for Electronic Media 175 Writing Routine and Positive Messages 210 Writing Negative Messages 245 10 Writing Persuasive Messages 285 Part IV Preparing Reports and Oral Presentations 320 11 Planning Reports and Proposals 320 12 Writing Reports and Proposals 367 13 Completing Reports and Proposals 415 14 Designing and Delivering Oral and Online Presentations 456 Part V Writing Employment Messages and Interviewing for Jobs 489 15 Building Careers and Writing Résumés 489 16 Applying and Interviewing for Employment 528 Appendix A Appendix B Format and Layout of Business Documents 560 Documentation of Report Sources 578 iii A01_THIL0824_06_SE_FM.indd 03/11/17 5:02 PM Contents Preface Xi Part I Understanding the Foundations of Business Communication 1 CHAPTER Achieving Success through Effective Business Communication On The Job: Communicating at Wave 1 Achieving Career Success through Effective Communication 2 The Communication Process What Employers Expect From You Characteristics of Effective Communication Communication in Organizational Settings Understanding the Unique Challenges of Business Communication 11 I The Globalization of Business and the Increase in Workforce Diversity 11 II The Evolution of Organizational Structures 12 III The Growing Reliance on Teamwork 12 IV The Increasing Value of Business Information 13 V The Pervasiveness of Technology 13 VI The Need for Increased Cybersecurity and Protection of Privacy 13 Barriers to Effective Communication 14 Communicating More Effectively on the Job 16 Strategy 1: Improve Your Business Communication Skills 16 Strategy 2: Minimize Distractions 16 Strategy 3: Adopt an Audience-Centred Approach 17 Strategy 4: Make Your Feedback Constructive 19 Strategy 5: Be Sensitive to Business Etiquette 20 Applying What You’ve Learned to the Communication Process 20 Using Technology to Improve Business Communication 21 Understanding the Social Communication Model 21 Keeping Technology in Perspective 23 Guarding against Information Overload 23 Using Technological Tools Productively 23 Reconnecting with People Frequently 24 Making Ethical Communication Choices 24 Distinguishing an Ethical Dilemma from an Ethical Lapse 25 Ensuring Ethical Communication 25 PROMOTING WORKPLACE ETHICS Ethical Boundaries: Where Would You Draw the Line? 27 Ensuring Legal Communication 28 Applying What You’ve Learned 28 Summary of Learning Objectives 29 On The Job Performing Communication Tasks at Wave 30 Test Your Knowledge 30 Apply Your Knowledge 31 Running Cases 31 Practise Your Knowledge 32 Exercises 32 CHAPTER Communicating in Teams and Mastering Listening and Nonverbal Communication 34 On The Job: Communicating at Royal Bank of Canada 34 Improving Your Performance in Teams 35 Types of Teams 35 Advantages and Disadvantages of Teams 36 Characteristics of High Performing Teams 37 Group Dynamics 37 Collaborating on Communication Efforts 41 Guidelines for Collaborative Writing 41 Technologies for Collaborative Writing 42 Social Networks and Virtual Communities 43 Making Your Meetings More Productive 44 Preparing for Meetings 44 Leading and Participating in Meetings 45 ✔Checklist Improving Face-to-Face and Virtual Meeting Productivity 48 Using Meeting Technologies 48 Improving Your Listening Skills 50 Understanding the Listening Process 50 Recognizing and Understanding Active Listening 51 Overcoming Barriers to Effective Listening 52 ✔Checklist Overcoming Barriers to Effective Listening 53 Improving Your Nonverbal Communication Skills 53 Recognizing Nonverbal Communication 53 Sharpening Your Career Skills Developing Your Business Etiquette 55 Using Nonverbal Communication Effectively 55 iv A01_THIL0824_06_SE_FM.indd 03/11/17 5:02 PM CONTENTS v SUMMARY OF LEARNING OBJECTIVES 56 ON THE JOB PERFORMING COMMUNICATION TASKS AT ROYAL BANK OF CANADA 57 TEST YOUR KNOWLEDGE 57 APPLY YOUR KNOWLEDGE 58 RUNNING CASES 58 PRACTISE YOUR KNOWLEDGE 59 EXERCISES 59 CHAPTER Communicating Interculturally 61 ON THE JOB: COMMUNICATING AT IBM 61 Understanding the Opportunities and Challenges of Intercultural Communication 62 The Opportunities in a Global Marketplace 62 Advantages of a Multicultural Workforce 62 The Challenges of Intercultural Communication 63 Developing Cultural Competency 64 Understanding the Concept of Culture 64 Overcoming Ethnocentrism and Stereotyping 65 Recognizing Cultural Variations 66 COMMUNICATING ACROSS CULTURES Test Your Intercultural Knowledge 69 Improving Intercultural Communication Skills 69 Studying Other Cultures 70 Studying Other Languages 72 Respecting Preferences for Communication Style 72 Writing Clearly 72 Speaking and Listening Carefully 76 Using Interpreters, Translators, and Translation Software 76 Helping Others Adapt to Your Culture 77 ✔CHECKLIST IMPROVING INTERCULTURAL COMMUNICATION SKILLS 77 SUMMARY OF LEARNING OBJECTIVES 77 ON THE JOB PERFORMING COMMUNICATION TASKS AT IBM 78 TEST YOUR KNOWLEDGE 79 APPLY YOUR KNOWLEDGE 79 RUNNING CASES 79 PRACTISE YOUR KNOWLEDGE 80 EXERCISES 80 PART II APPLYING THE THREE-STEP WRITING PROCESS 82 CHAPTER Planning Business Messages 82 ON THE JOB: COMMUNICATING AT MARS DISCOVERY DISTRICT 82 Understanding the Three-Step Writing Process 83 Optimizing Your Writing Time 84 Planning Effectively 84 Step in the Writing Process: Planning 85 Analyzing the Situation 85 Defining Your Purpose 85 Developing an Audience Profile 86 A01_THIL0824_06_SE_FM.indd Gathering Information 87 Uncovering Audience Needs 88 Providing Required Information 88 Selecting the Right Medium 90 Oral Media 91 Written Media 92 Visual Media 92 Electronic Media 93 Factors to Consider When Choosing Media 94 PROMOTING WORKPLACE ETHICS How Much Information Is Enough? 96 Organizing Your Information 97 Recognizing the Importance of Good Organization 97 Defining Your Main Idea 99 Limiting Your Scope 100 Choosing between Direct and Indirect Approaches 101 Outlining Your Content 103 ✔CHECKLIST PLANNING BUSINESS MESSAGES 107 SUMMARY OF LEARNING OBJECTIVES 107 ON THE JOB PERFORMING COMMUNICATION TASKS AT MARS 108 TEST YOUR KNOWLEDGE 108 APPLY YOUR KNOWLEDGE 109 RUNNING CASES 109 PRACTISE YOUR KNOWLEDGE 110 EXERCISES 110 CHAPTER Writing Business Messages 113 ON THE JOB: COMMUNICATING AT CREATIVE COMMONS 113 Adapting to Your Audience: Being Sensitive to Audience Needs 114 Using the “You” Attitude 115 Maintaining Standards of Etiquette 116 Emphasizing the Positive 116 Using Bias-Free Language 119 Adapting to Your Audience: Building Strong Relationships with Your Audience 120 Establishing Your Credibility 120 Projecting the Company’s Image 122 Adapting to Your Audience: Controlling Your Style and Tone 123 Using a Conversational Tone 123 Using Plain Language 125 Selecting Active or Passive Voice 125 Composing Your Message 127 Choosing Precise Words 127 Using Functional and Content Words Correctly 128 SHARPENING YOUR CAREER SKILLS Beating Writer’s Block: Ten Workable Ideas to Get Words Flowing 128 Understanding Denotation and Connotation 129 Balancing Abstract and Concrete Words 129 Finding Words That Communicate Well 129 22/12/17 9:58 AM vi CONTENTS Composing Your Message: Creating Effective Sentences 131 Choosing from the Four Types of Sentences 131 Using Sentence Style to Emphasize Key Thoughts 132 Composing Your Message: Crafting Unified, Coherent Paragraphs 133 Creating the Elements of the Paragraph 133 Choosing the Best Way to Develop Each Paragraph 135 Using Technology to Compose and Shape Your Messages 136 ✔CHECKLIST WRITING BUSINESS MESSAGES 137 SUMMARY OF LEARNING OBJECTIVES 137 ON THE JOB PERFORMING COMMUNICATION TASKS AT CREATIVE COMMONS 138 TEST YOUR KNOWLEDGE 138 APPLY YOUR KNOWLEDGE 139 RUNNING CASES 139 PRACTISE YOUR KNOWLEDGE 140 EXERCISES 140 CHAPTER Completing Business Messages 144 ON THE JOB: COMMUNICATING AT FREE THE CHILDREN 144 Revising Your Message: Evaluating the First Draft 145 Evaluating Your Content, Organization, Style, and Tone 148 Evaluating, Editing, and Revising the Work of Others 148 Revising to Improve Readability 149 Varying Your Sentence Length 150 Keeping Your Paragraphs Short 150 Using Lists and Bullets to Clarify and Emphasize 150 Adding Headings and Subheadings 152 Editing for Clarity and Conciseness 153 Editing for Clarity 153 Editing For Conciseness 155 Using Technology to Revise Your Message 157 ✔CHECKLIST REVISING BUSINESS MESSAGES 158 Producing Your Message 160 Designing for Readability 160 Designing Multimedia Documents 163 Using Technology to Produce Your Message 164 Formatting Formal Letters and Memos 165 Proofreading Your Message 166 ✔CHECKLIST PROOFING BUSINESS MESSAGES 167 Distributing Your Message 167 SHARPENING YOUR CAREER SKILLS Proofread Like a Pro to Create Perfect Documents 168 SUMMARY OF LEARNING OBJECTIVES 169 ON THE JOB PERFORMING COMMUNICATION TASKS AT FREE THE CHILDREN 169 TEST YOUR KNOWLEDGE 170 APPLY YOUR KNOWLEDGE 170 RUNNING CASES 170 PRACTISE YOUR KNOWLEDGE 171 EXERCISES 172 A01_THIL0824_06_SE_FM.indd PART III CRAFTING BRIEF MESSAGES 175 CHAPTER Crafting Messages for Electronic Media 175 ON THE JOB: COMMUNICATING AT PETRO-CANADA 175 Electronic Media for Business Communication 176 Compositional Modes for Electronic Media 177 Creating Content for Social Media 179 Social Networking and Community Participation Sites 180 Social Networks 180 User-Generated Content Sites 184 Community Q&A Sites 185 Community Participation Sites 185 Email 185 Planning Email Messages 186 Writing Email Messages 186 Completing Email Messages 188 ✔CHECKLIST CREATING EFFECTIVE EMAIL MESSAGES 189 Instant Messaging and Text Messaging 189 Understanding the Benefits and Risks of IM 189 Adapting the Three-Step Process for Successful IM 190 ✔CHECKLIST USING IM PRODUCTIVELY 191 Blogging and Microblogging 191 Understanding the Business Applications of Blogging 193 BUSINESS COMMUNICATION 2.0 Let Social Media Work for You 195 Adapting the Three-Step Process for Successful Blogging 195 Microblogging 197 ✔CHECKLIST BLOGGING FOR BUSINESS 198 Podcasting 198 Understanding the Business Applications of Podcasting 198 Adapting the Three-Step Process for Successful Podcasting 199 ✔CHECKLIST PLANNING AND PRODUCING BUSINESS PODCASTS 200 SUMMARY OF LEARNING OBJECTIVES 200 ON THE JOB PERFORMING COMMUNICATION TASKS AT PETRO-CANADA 201 TEST YOUR KNOWLEDGE 202 APPLY YOUR KNOWLEDGE 202 RUNNING CASES 203 PRACTISE YOUR KNOWLEDGE 203 EXERCISES 204 CASES APPLYING THE THREE-STEP WRITING PROCESS TO CASES 206 CHAPTER Writing Routine and Positive Messages 210 ON THE JOB: COMMUNICATING AT INDIGO BOOKS AND MUSIC 210 22/12/17 9:58 AM Contents vii Strategy for Routine Requests 211 Stating Your Request Up Front 211 Explaining and Justifying Your Request 211 Requesting Specific Action in a Courteous Close 212 ✔Checklist Writing Routine Requests 213 COMMUNICATING ACROSS CULTURES How Direct Is Too Direct? 213 Common Examples of Routine Requests 214 Asking for Information and Action 214 Asking for Recommendations 214 Making Claims and Requesting Adjustments 216 ✔Checklist Making Claims and Requesting Adjustments 217 Strategy for Routine Replies and Positive Messages 217 Starting with the Main Idea 218 Providing Necessary Details and Explanation 219 Ending with a Courteous Close 219 ✔Checklist Writing Routine Replies and Positive Messages 220 Common Examples of Routine Replies and Positive Messages 220 Answering Requests for Information and Action 220 Granting Claims and Requests for Adjustment 221 ✔Checklist Granting Claims and Adjustment Requests 225 Providing Recommendations 225 Sharing Routine Information 226 Announcing Good News 227 Fostering Goodwill 229 ✔Checklist Sending Goodwill Messages 232 Summary of Learning Objectives 233 Using the Indirect Approach for Negative Messages 251 Opening with a Buffer 252 Providing Reasons and Additional Information 252 Continuing with a Clear Statement of the Bad News 254 Closing on a Respectful Note 255 Maintaining High Standards of Ethics and Etiquette 255 ✔Checklist Creating Negative Messages 257 Sending Negative Messages on Routine Business Matters 257 Making Negative Announcements on Routine Business Matters 258 Rejecting Suggestions and Proposals 258 Refusing Routine Requests 258 Handling Bad News about Transactions 260 ✔Checklist Handling Bad News About Transactions 262 Refusing Claims and Requests for Adjustment 262 ✔Checklist Refusing Claims 264 Sending Negative Organizational News 264 Communicating Under Normal Circumstances 264 Communicating in a Crisis 266 Business Communication 2.0 We’re under Attack! Responding to Rumours and Criticism in a Social Media Environment 268 Sending Negative Employment Messages 269 Refusing Requests for Employee References and Recommendation Letters 269 Refusing Social Networking Recommendation Requests 270 Rejecting Job Applications 271 Giving Negative Performance Reviews 271 Terminating Employment 273 On The Job Performing Communication Tasks at Indigo Books and Music 233 ✔Checklist Writing Negative Employment Messages 274 Test Your Knowledge 234 Apply Your Knowledge 234 Running Cases 235 Practise Your Knowledge 235 Exercises 236 Summary of Learning Objectives 274 Cases Applying The Three-Step Writing Process To Cases 238 CHAPTER Writing Negative Messages 245 On The Job Performing Communication Tasks at Maple Leaf Foods 275 Test Your Knowledge 276 Apply Your Knowledge 276 Running Cases 276 Practise Your Knowledge 277 Exercises 277 Cases Applying The Three-Step Writing Process To Cases 279 On The Job: Communicating at Maple Leaf Foods 245 Using the Three-Step Writing Process for Negative Messages 246 Step 1: Planning a Negative Message 246 Step 2: Writing a Negative Message 248 Step 3: Completing a Negative Message 249 Using the Direct Approach for Negative Messages 249 Opening with a Clear Statement of the Bad News 249 Providing Reasons and Additional Information 250 Closing on a Positive Note 251 A01_THIL0824_06_SE_FM.indd CHAPTER 10 Writing Persuasive Messages 285 On The Job: Communicating at Futurpreneur Canada 285 Using the Three-Step Writing Process for Persuasive Messages 286 Step 1: Planning a Persuasive Message 286 Step 2: Writing a Persuasive Message 290 Step 3: Completing a Persuasive Message 291 Developing Persuasive Business Messages 292 Strategies for Persuasive Business Messages 292 03/11/17 5:02 PM viii Contents ✔Checklist Developing Persuasive Messages 297 Common Examples of Persuasive Business Messages 297 Developing Marketing and Sales Messages 300 Assessing Audience Needs 301 Analyzing Your Competition 301 Determining Key Selling Points and Benefits 301 Anticipating Purchase Objections 302 Applying AIDA or a Similar Model 303 Writing Promotional Messages for Social Media 307 Maintaining High Standards of Ethics, Legal Compliance, and Etiquette 308 PROMOTING WORKPLACE ETHICS Selling Ethically Online 309 Summary of Learning Objectives 310 On The Job Performing Communication Tasks at Futurpreneur 310 Test Your Knowledge 311 Apply Your Knowledge 311 Running Cases 312 Practise Your Knowledge 312 Exercises 313 Cases APPLYING THE THREE-STEP WRITING PROCESS TO CASES 314 Part IV Preparing Reports and Oral Presentations 320 CHAPTER 11 Planning Reports and Proposals 320 On The Job: Communicating at Dell Inc. 320 Applying the Three-Step Writing Process to Reports and Proposals 321 Analyzing the Situation 322 Gathering Information 324 Selecting the Right Medium 324 Organizing Your Information 326 ✔Checklist Adapting The Three-Step Writing Process to Informational and Analytical Reports 328 Supporting Your Messages with Reliable Information 328 Planning Your Research 329 Being an Ethical Researcher 330 Locating Data and Information 330 Using Your Research Results 332 Conducting Secondary Research 335 Finding Information at a Library 335 Finding Information Online 335 Documenting Your Sources 340 Conducting Primary Research 340 Conducting Surveys 341 Conducting Interviews 343 ✔Checklist Conducting Effective Information Interviews 345 Planning Informational Reports 345 Organizing Informational Reports 345 A01_THIL0824_06_SE_FM.indd Sharpening Your Career Skills Creating an Effective Business Plan 347 Organizing Website Content 349 Planning Analytical Reports 351 Focusing on Conclusions 352 Focusing on Recommendations 352 Focusing on Logical Arguments 353 Planning Proposals 357 Summary of Learning Objectives 359 On The Job Performing Communication Tasks at Dell Inc. 360 Test Your Knowledge 362 Apply Your Knowledge 362 Running Cases 363 Practise Your Knowledge 363 Exercises 364 CHAPTER 12 Writing Reports and Proposals 367 On The Job: Communicating at FEDEX 367 Composing Reports and Proposals 368 Adapting to Your Audience 368 Drafting Report Content 369 Creating Report Effectiveness 372 Drafting Proposal Content 377 Establishing a Time Perspective 381 Helping Readers Find Their Way 381 ✔Checklist Composing Business Reports and Proposals 383 Using Technology to Craft Reports and Proposals 383 Writing for Websites and Wikis 384 Drafting Website Content 384 Collaborating on Wikis 385 Illustrating Your Reports with Effective Visuals 386 Understanding Visual Design Principles 386 Understanding the Ethics of Visual Communication 389 Identifying Points to Illustrate 389 Selecting the Right Type of Visual 390 Producing and Integrating Visuals 401 Creating Visuals 401 Integrating Visuals with Text 402 ✔Checklist Creating Effective Visuals 404 Verifying the Quality and Integrity of Your Visuals 404 PROMOTING WORKPLACE ETHICS Ethical Communication and Distorting the Data 405 Summary of Learning Objectives 406 On The Job Performing Communication Tasks at Fedex 406 Test Your Knowledge 408 Apply Your Knowledge 408 Running Cases 408 Practise Your Knowledge 409 Exercises 410 Cases Applying The Three-Step Writing Process To Cases 412 03/11/17 5:02 PM Contents ix CHAPTER 13 Completing Reports and Proposals 415 On The Job: Communicating at The Bill & Melinda Gates Foundation 415 Revising Reports and Proposals 416 Producing Formal Reports 417 Report Writer’s Notebook Analyzing a Formal Report 418 Prefatory Parts 433 Text of the Report 437 Supplementary Parts 438 Producing Formal Proposals 439 Prefatory Parts 440 Text of the Proposal 440 Proofreading Reports and Proposals 444 Distributing Reports And Proposals 445 ✔Checklist Completing Formal Reports and Proposals 446 Summary of Learning Objectives 446 On The Job Performing Communication Tasks at The Bill & Melinda Gates Foundation 447 Test Your Knowledge 448 Apply Your Knowledge 448 Running Cases 448 Practise Your Knowledge 449 Exercises 449 Cases Applying The Three-Step Writing Process To Cases 450 CHAPTER 14 Designing and Delivering Oral and Online Presentations 456 On The Job: Communicating at Telefilm Canada 456 Building Your Career with Presentations 457 Planning a Presentation 457 Analyzing the Situation 457 Selecting the Right Medium 459 Organizing Your Presentation 460 Developing and Writing a Presentation 465 Adapting to Your Audience 465 Composing Your Presentation 465 Enhancing Your Presentation with Effective Visuals 469 Choosing Structured or Free-Form Slides 470 Designing Effective Slides 471 Completing a Presentation 476 Finalizing Slides 476 Creating Effective Handouts 476 ✔Checklist Enhancing Presentations with Visuals 478 Choosing Your Presentation Method 479 Practising Your Delivery 479 Delivering a Presentation 480 Overcoming Anxiety 480 Handling Questions Responsively 481 A01_THIL0824_06_SE_FM.indd Embracing the Backchannel 482 Giving Presentations Online 483 Summary of Learning Objectives 484 On The Job Performing Communication Tasks at Telefilm Canada 484 Test Your Knowledge 485 Apply Your Knowledge 485 Running Cases 485 Practise Your Knowledge 486 Exercises 487 Part V Writing Employment Messages and Interviewing For Jobs 489 CHAPTER 15 Building Careers and Writing Résumés 489 On The Job: Communicating at Tim Hortons 489 Building a Career with Your Communication Skills 490 Understanding the Dynamic Workplace 490 Adapting to a Changing Job Market 492 COMMUNICATING ACROSS CULTURES Looking for Work around the World 494 Building an Employment Portfolio 495 Finding the Ideal Opportunity in Today’s Job Market 496 Determine the Story of You 497 Learn to Think Like an Employer 497 Research Industries and Companies of Interest 497 Translate Your General Potential into a Specific Solution for Each Employer 498 Take the Initiative to Find Opportunities 499 Build a Network 499 Seek Career Counselling 501 Be Professional and Check for Mistakes 501 Planning a Résumé 502 Analyze Your Purpose and Audience 502 Gather Pertinent Information 503 Select the Best Medium 503 Organize Your Résumé Around Your Strengths 503 Address Areas of Concern 507 Writing a Résumé 507 Keep Your Résumé Honest 508 Adapt Your Résumé to Your Audience 508 Compose Your Résumé 508 Completing a Résumé 514 Revise Your Résumé 514 Produce Your Résumé 514 Proofread Your Résumé 519 Distribute Your Résumé 519 03/11/17 5:02 PM www.freebookslides.com 596 endnotes 37 Hansen, “Tapping the Power of Keywords to Enhance Your Resume’s Effectiveness.” 38 Jolie O’Dell, “LinkedIn Reveals the 10 Most Overused Job-Hunter Buzzwords,” Mashable, December 14, 2010, http://mashable.com 39 Brenda Bernstein, “LinkedIn’s Overused Buzzwords for 2017: Do You Really Need to Avoid Them?” The Essay Expert, January 30, 2017, https://theessayexpert.com/linkedins-overused-buzzwords2017-really-need-avoid/ 40 Dave Johnson, “10 Resume Errors That Will Land You in the Trash,” BNET, February 22, 2010, http://www.bnet.com; Anthony Balderrama, “Resume Blunders That Will Keep You from Getting Hired,” CNN.com, March 19, 2008, http://www.cnn.com; Michelle Dumas, “5 Resume Writing Myths,” Distinctive Documents (blog), July 17, 2007, http://blog.distinctiveweb.com; and Kim Isaacs, “Resume Dilemma: Recent Graduate,” Monster.com, accessed March 26, 2008, http://career-advice.monster.com 41 Karl L Smart, “Articulating Skills in the Job Search,” Business Communication Quarterly 67, no (June 2004): 198–205 42 Rockport Institute, “How to Write a Masterpiece of a Résumé.” 43 Rachel Zupek, “Seven Exceptions to Job Search Rules,” CNN.com, September 3, 2008, http://www.cnn.com 44 Swallow, “How to: Spruce Up a Boring Résumé.” 45 John Hazard, “Resume Tips: No Pictures, Please and No PDFs,” Career-Line.com, May 26, 2009, http://www.career-line.com; and “25 Things You Should Never Include on a Resume,” HR World, December 18, 2007, http://www.hrworld.com 46 John Sullivan, “Résumés: Paper, Please,” 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2013, http://www.google.com; “The 100 Best Companies to Work for,” Fortune, April 2, 2013, ProQuest; Fred Vogelstein, “Can Google Grow Up?” Fortune, December 8, 2003, 102; Quentin Hardy, “All Eyes on Google,” Forbes, May 26, 2003, 100; Keith H Hammonds, “Growth Search,” Fast Company, April 2003, 74–81; Stanley Bing, “How Not to Succeed in Business,” Fortune, December 30, 2002, 210; Pierre Mornell, “Zero Defect Hiring,” Inc., March 1998, 74; Adam Lashinsky, “Search and Enjoy,” Fortune, January 22, 2007, 70; “100 Best Companies to Work For,” Fortune, February 4, 2008, http://www.cnnmoney.com; and “100 Best Companies to Work For,” Fortune, 2017, http://fortune.com/ best-companies, http://fortune.com/best-companies/google/ Matthew Rothenberg, “Manuscript vs Machine,” The Ladders, December 15, 2009, http://www.theladders.com; and Joann Lublin, “Cover Letters Get You in the Door, So Be Sure Not to Dash Them Off,” Wall Street Journal, April 6, 2004, B1 Lisa Vaas, “How to Write a Great Cover Letter,” The Ladders, August 11, 2014, https://www.theladders.com/p/809/how-to-write-cover-letter Z03_THIL0824_06_SE_EN.indd 596 Alison Doyle, “Introduction to Cover Letters,” About.com, accessed August 13, 2010, http://jobsearch.about.com 5 Doyle, “Introduction to Cover Letters”; Vaas, “How to Write a Great Cover Letter”; and Toni Logan, “The Perfect Cover Story,” Kinko’s Impress (2000): 32, 34 Larry Buhl, “8 Tips for Better Email Cover Letters,” Monster.com, https://www.monster.com/career-advice/article/tips-for-betteremail-cover-letters-hot-jobs Lisa Vaas, “How to Follow Up a Résumé Submission,” The Ladders, August 9, 2010, http://www.theladders.com Alison Doyle, “How to Follow Up After Submitting a Resume,” About.com, accessed 13 August 2010, http://jobsearch.about com; and Vaas, “How to Follow Up a Résumé Submission.” Anne Fisher, “How to Get Hired by a ‘Best’ Company,” Fortune, February 4, 2008, 96 10 Fisher, “How to Get Hired by a ‘Best’ Company.” 11 Sarah E Needleman, “Speed Interviewing Grows as Skills Shortage Looms; Strategy May Help Lock in Top Picks; Some Drawbacks,” Wall Street Journal, November 6, 2007, B15 12 Scott Beagrie, “How to Handle a Telephone Job Interview,” Personnel Today, June 26, 2007, 29 13 John Olmstead, “Predict Future Success with Structured Interviews,” Nursing Management, March 2007, 52–53 14 Fisher, “How to Get Hired by a ‘Best’ Company.” 15 Erinn R Johnson, “Pressure Sessions,” Black Enterprise, October 2007, 72 16 “What’s a Group Interview?” About.com Tech Careers, accessed April 5, 2008, http://jobsearchtech.about.com 17 Fisher, “How to Get Hired by a ‘Best’ Company.” 18 Katherine Hansen, “Behavioral Job Interviewing Strategies for Job-Seekers,” QuintCareers.com, accessed August 13, 2010, http:// www.quintcareers.com 19 Hansen, “Behavioral Job Interviewing Strategies for Job-Seekers.” 20 Chris Pentilla, “Testing the Waters,” Entrepreneur, January 2004, http://www.entrepreneur.com; Terry McKenna, “Behavior-Based Interviewing,” National Petroleum News, January 2004, 16; and Nancy K Austin, “Goodbye Gimmicks,” Incentive, May 1996, 241 21 William Poundstone, “Beware the Interview Inquisition,” Harvard Business Review (May 2003): 18+ 22 Peter Vogt, “Mastering the Phone Interview,” Monster.com, accessed December 13, 2006, http://www.monster.com; and Nina Segal, “The Global Interview: Tips for Successful, Unconventional Interview Techniques,” Monster.com, accessed December 13, 2006, http://www.monster.com 23 Segal, “The Global Interview: Tips for Successful, Unconventional Interview Techniques.” 24 Barbara Kiviat, “How Skype Is Changing the Job Interview,” Time, October 20, 2009, accessed August 13, 2010, http://www.time com 25 HireVue website, http://www.hirevue.com; in2View website, http://www.in2view.biz; and Victoria Reitz, “Interview without Leaving Home,” Machine Design, April 1, 2004, 66 26 Gina Ruiz, “Job Candidate Assessment Tests Go Virtual,” Workforce Management, January 2008, http://www.workforce.com; and Connie Winkler, “Job Tryouts Go Virtual,” HR Magazine, September 2006, 131–134 27 Jonathan Katz, “Rethinking Drug Testing,” Industry Week, March 2010, 16–18; Ashley Shadday, “Assessments 101: An Introduction to Candidate Testing,” Workforce Management, January 2010, http://www.workforce.com; Dino di Mattia, “Testing Methods and Effectiveness of Tests,” Supervision, August 2005, 4–5; David W Arnold and John W Jones, “Who the Devil’s Applying Now?” Security Management, March 2002, 85–88; and Matthew J Heller, “Digging Deeper,” Workforce Management, March 3, 2008, 35–39 28 Austin, “Goodbye Gimmicks.” 07/12/17 11:03 AM www.freebookslides.com ENDNOTES 597 29 Rachel Zupek, “How to Answer 10 Tough Interview Questions,” 40 T Shawn Taylor, “Most Managers Have No Idea How to Hire the CNN.com, March 4, 2009, http://www.cnn.com; and Barbara Safani, “How to Answer Tough Interview Questions Authentically,” The Ladders, December 5, 2009, http://www.theladders.com 30 Nick Corcodilos, “How to Answer a Misguided Interview Question,” Seattle Times, March 30, 2008, http://www.seattletimes.com 31 Katherine Spencer Lee, “Tackling Tough Interview Questions,” Certification Magazine, May 2005, 35 32 Scott Ginsberg, “10 Good Ways to ‘Tell Me About Yourself,’” The Ladders, June 26, 2010, http://www.theladders.com 33 Joe Turner, “An Interview Strategy: Telling Stories,” Yahoo! HotJobs, accessed April 5, 2008, http://hotjobs.yahoo.com 34 “A Word of Caution for Chatty Job Candidates,” Public Relations Tactics, January 2008, 35 “Employers Reveal Outrageous and Common Mistakes Candidates Made in Job Interviews, According to New CareerBuilder Survey,” CareerBuilder.com, January 12, 2011, http://www.careerbuilder com 36 Randall S Hansen, “When Job-Hunting: Dress for Success,” QuintCareers.com, accessed April 5, 2008, http://www.quintcareers com 37 Phil Rosenberg, “What to Wear? Acing the Interview,” Fast Company, September 23, 2008, https://www.fastcompany.com/1015464/ what-wear-acing-interview; and Pat Boer, “Business Casual: The New Dress Code,” Monster.com, https://www.monster.ca/careeradvice/article/business-casual-the-new-dress-code-canada 38 William S Frank, “Job Interview: Pre-Flight Checklist,” The Career Advisor, accessed September 28, 2005, http://careerplanning about.com 39 “Employers Reveal Outrageous and Common Mistakes Candidates Made in Job Interviews, According to New CareerBuilder Survey.” Right Person for the Job,” Chicago Tribune, July 23, 2002, http:// www.ebsco.com 41 “10 Minutes to Impress,” Journal of Accountancy (July 2007): 13 42 Todd Anten, “How to Handle Illegal Interview Questions,” Yahoo! HotJobs, accessed August 7, 2009, http://hotjobs.com 43 “Negotiating Salary: An Introduction,” InformationWeek, accessed February 22, 2004, http://www.informationweek.com 44 “Negotiating Salary: An Introduction.” 45 Harold H Hellwig, “Job Interviewing: Process and Practice,” Bulletin of the Association for Business Communication 55, no (1992): 8–14 46 Lisa Vaas, “Resume, Meet Technology: Making Your Resume Format Machine-Friendly,” The Ladders, accessed August 13, 2010, http://www.theladders.com 47 Joan S Lublin, “Notes to Interviewers Should Go Beyond a Simple Thank You,” Wall Street Journal, February 5, 2008, B1 Z03_THIL0824_06_SE_EN.indd 597 Appendix A Mary A De Vries, Internationally Yours (Boston: Houghton Mifflin, 1994), 2 Patricia A Dreyfus, “Paper That’s Letter Perfect,” Money, May 1985, 184 3 Linda Driskill, Business and Managerial Communication: New Perspectives (Orlando, FL: Harcourt Brace Jovanovich, 1992), 470 4 Sercomtel website, http://pessoal.sercomtel.com.br/assis/English/ Glossaries%20&%20Resources/Miscellanea/Virtual%20Desk/ address.html#WEBSTER De Vries, Internationally Yours, 14/10/17 3:41 PM www.freebookslides.com Name Index Note: An f following a page reference indicates a figure or a photo; a t following a page reference indicates a table; and an n following a page reference indicates a source note A ABI/INFORM Trade & Industry, 336t Academy of Canadian Cinema and Television, 456 Acart Communications, Adidas, 180 Adobe Acrobat, 42, 157, 326, 384, 518 Adobe Flash, 94, 401 Adobe Illustrator, 400 Adobe InDesign, 164 Adobe Photoshop, 400 Adobe Reader, 384 Adobe Systems Incorporated, 164f Alltop, 338t, 498 American Psychological Association (APA), 439, 578, 581, 582 American Rhetoric, 338t AnnualReports.com, 336t Answers.com, 338t AOL Search, 338t Apple, 304, 397f Apple iPod Touch, 304, 305 Apple Keynote, 94, 469 Aria Boutique, 195–196, 196f Arkansas State University, 12 ArvinMeritor, Inc., 344 Ask.com, 338t Atkinson, Cliff, 482 Audacity, 199 Autodesk, 184–185, 184f Autodesk’s Auto-CAD, 400 B Behance, 494 Bell Canada Enterprises (BCE), 26f, 27, 228f, 304 Beltrami, Tammy, 195–196, 196f Best Buy, 320 Bigelow Tea, 304, 305f Bill & Melinda Gates Foundation, 415–416, 415f Bing, 337, 338t Biokleen, 304 blinkx, 338t Bloomberg Businessweek, 497 BoardReader, 338t Booher, Dianna, 127 Booher Consultants, 127 Book Company, The, 210 Books in Print, 336t Boutras, Triston, 491 Bovée & Thill’s Web Search, 338t Boynton, Andy, 40 Brabant, Carolle, 456–457, 456f Bureau of Economic Analysis, 336t Business Development Bank of Canada (BDC), 88f Business News Daily, C Camp Nippising, 7f Canada Border Services Agency, 575 Canada Post, 223, 367, 445, 519, 572, 573, 574, 575 Canada Revenue Agency, 513 Canadian Books in Print, 336t Canadian Business, 497 Canadian Business & Current Affairs (CBCA), 336t Canadian Business Resource, 336t Canadian Centre for Ethics and Corporate Policy, Canadian Council of Human Resources Associations, 499 Canadian Forces, 35 Canadian Human Rights Commission, 120, 336t Canadian Imperial Bank of Commerce, 50 Canadian Intellectual Property Office, 340 Canadian Legislature, 336t Canadian Marketing Association, 499 Canadian National Railway (CNR), 350f Canadian Patents Database, 336t Canadian Periodical Index (CPI.Q), 336t Canadian Standards Association, 74 Canadian Trademarks Database, 336t CanadianCareers.com, 498f CareerBuilder, 498t CareerOwl, 498t CBCA See Canadian Business & Current Affairs (CBCA) Central Intelligence Agency (CIA), 72 CEOExpress, 338t Certified Management Accountants Group, 182 Chapters Books, 210 Checkra, Al, 62 CHIN Radio, 63f Chrysler, 288 CIA See Central Intelligence Agency (CIA) Clorox, 192 CNW, 229 Coles, 210 Competition Bureau, 308 Conference Board of Canada, 5, 6f ContentMatters LLC, 397f CPI.Q See Canadian Periodical Index (CPI.Q) Craigslist, 494, 499 Crawford, Hallie, 493 Creative Commons, 113–114, 113f, 125, 126f Cuciniello, Gina, 165 Cummins, Linda M., 344 D Dalton Pharma Services, 63, 76f dash, 338t Delicious, 185, 339 Dell, Michael, 320–321 Dell Inc., 320–321, 320f, 321 Deloitte, Department of Finance Canada, 336t DHL, 367 Dice.com, 498t Digg, 185, 338t, 339 DigiLearn, 285 Dogpile, 338t Dreyfack, Ray, 89 Duarte, Nancy, 457 E EatonWeb, 498 Employment and Social Development Canada, 336t Encyclopedia of Associations, 336t Entrepreneurship Ventures, 501 Europa—The European Union, 336t European Union, 28 Evolve24, 194 Export Development Canada, 62 Exxon, 267 F Fabergé Perfumes, 89 Facebook, 2, 11, 23, 43, 83, 175, 176, 177, 177f, 180, 182, 183, 184, 210, 340, 397, 397f, 496, 499, 501, 519, 520 Facebook Messages, 189 Fast Company, 12 Fast Company, 498 Federal Express (FedEx), 367–368, 367f, 373, 445 FedEx See Federal Express (FedEx) Fireside Analytics, 285 Fischer, Bill, 40 Fistful of Talent, 497 FlightWise, 304 Flikr, 175 Forbes, 498 Fortune, 498, 528 Francis, Margaret, 181 Fraser’s Canadian Trade Directory, 336t Free The Children, 144 Freedman, David M., 266 FTC See U.S Federal Trade Commission (FTC) Futurpreneur, 285–286, 285f G Gale Business & Company, 336t Gallo, Carmine, 467 Gates, Bill, 415–416, 415f GAX Technologies, 537f General Electric (GE), 193, 194f General Motors (GM), 261 Get Satisfaction, 185 Gibaldi, Joseph, 578 Gildan, 435f Globe and Mail, 34, 336t, 497 Gmail, 189 GoAbroad.com, 494 Goldstein, Kurt, 287t Gome, 320 Google, 337, 338t, 528–529, 528f, 546 Google Analytics, 197 Google Books, 337f, 338t Google Docs, 42 Google Drive, 94, 469 Google Earth, 528 Google News, 338t Google Scholar, 338t Google SketchUp, 400 Google Translate, 384 Google Video, 338t Google+, 180, 182, 499 Government of Canada, 63, 340 Graubart, Barry, 397f Gray, Jim, 459 GreenForest, 61 Groupon, 185 Guidry, Lori, 392 H Hachey, Jean-Marc, 70 Health Canada, 369, 370f Healthcare Team Training LLC, 42 Hébert, Paul, Henderson, Julie K., 225 Hoover’s Business Directory, 336t HP, 183 HR Capitalist, 497 Hughes, Liz, 445 Human Resources and Skills Development Canada, 335 598 Z05_THIL0824_06_SE_NIDX.indd 598 18/12/17 10:44 AM www.freebookslides.com NAME INDEX 599 I IBM, 49, 61–62, 61f, 70, 72, 385, 385f IBM Corporate Service Corps, 61–62, 61f Immigration Canada, 63 Indeed.ca, 498t Indigo Books and Music, 210–211, 210f, 223 Indigospirit, 210 Industry Canada, 335 Infor Global Solutions, 498 InnoCentive, 185 Innovation, Science and Economic Development Canada, 336t [inside], 337 Instagram, 176, 496 International Federation of Red Cross and Red Crescent Movement, 386 Internet Public Library, 338t IRON to IRON, 10f Isaacs, Kim, 506 Ito, Joi, 113f, 114 iTunes, 200 ixquick, 338t J Job Bank (Service Canada), 497, 498t Johnson, Sarah, 183 Johnson & Johnson, 267 K Kaminsky, Laraine, 67 Kielburger, Craig, 144, 144f Kohut, Abby, 529 L Lackey, Ryan, 164f LaGuardia Airport, 399f Lancôme, 288 LaSalle University, 25 Lawler, Edmund O., 307 LexisNexis, 336t Liberty Interactive, 307 Library and Archives Canada, 338t Library of Congress, 338t Library Spot, 338t LinkBucket Media, 176 LinkedIn, 11, 43, 85, 175, 176, 177f, 180, 181, 183, 184, 185, 270, 498, 499, 500, 501, 503, 510, 518f, 520, 530 Litow, Stanley, 61 Lochrie, James, Lockheed Martin, 180 Lowe’s, 124f M MacBeath, Alex, 256 Maple Leaf Foods, 245–246, 245f, 266, 267, 268 MaRS Discovery District, 82–83, 82f Maslow, Abraham, 287t McCain, Michael, 245–246, 245f, 268 Media Strategy, 459 MetaCrawler, 338t Microsoft, 415 Microsoft Notepad, 517 Microsoft Office, 383, 397f Microsoft PowerPoint, 94, 469, 471, 472, 516 Microsoft Visio, 400 Microsoft Word, 136, 151f, 157, 158f, 159, 517–518, 520 MindJet MindManager, 100, 101f Minister of Canadian Heritage, 456 Minister of Health (Canada), 370f Mint, 304 Modern Language Association (MLA), 439, 578, 583, 584 Monster, 498t, 499, 506 Morse, Ken, 501 Motorola, 288 Mountain Equipment Co-op, 513 Mozilla Foundation, 215f Munoz, Paul, 539 N National Post, 68, 497 Z05_THIL0824_06_SE_NIDX.indd 599 Netflix, 25 New Balance, 301 New York Times, 491, 497 Newseum, 338t NewsNow, 338t Nike, 301 Nixon, Gordon, 63 O Object Planet, 342, 343f Office Supply, 230, 231f OfficeTeam, 445 Official Gazette of the United States Patent and Trademark Office, 336t Online libraries, 338t P ParticipACTION, 306, 306f Patagonia, 197 Pearson Canada, 178, 178f Perfect Interview, 543f Petro-Canada, 175–176, 175f, 176, 192 Peyta, 14 Pfizer, 44 Plain English Campaign, 125 Podcast Alley, 200, 338t, 498 Powell, Stephen M., 42 PR Newswire, 229 ProQuest, 336t Purolator, 367 Purtell, Janice E., 266 Q Quebec MBA Association, 456 Questia, 338t Quora, 185 R Raikes, Jeff, 415–416 Reader’s Guide to Periodical Literature, 336t Red Bull, 180 Reebok, 301 Reisman, Heather, 210–211, 210f Report on Business Magazine, 336t Retail Council of Canada, 309 Reynolds, Garr, 470, 478 Row, Rosemary, 176 Royal Bank Financial Group, 90, 90f Royal Bank of Canada (RBC), 34–35, 34f, 37f, 63, 91f Rubel, Steve, 187 Ryze, 11, 43 S Saks, Britt Morgan, 495 SamePage, 43, 43f Schaper, Jim, 498 Scotiabank, 392, 460f Scott, David Meerman, 229 Search.com, 338t Second Life, 49 Segway Social, 180 Service Canada, 497, 498t, 533 Shaker Consulting Group, 538f Shop Small Biz, 338t Siabanis, Julie, 175 Simpson, Kirk, Skype, 94, 533, 537 Smith, Corinn, 175 Smith, Frederick W., 367–368, 373 Smith, Michael, 25 Smith-Books, 210 SOAR, 88f Sococco, 49 Solis, Brian, 194 Sony, 385 SourceForge, 199 Specialized, 180 Spotify, 495 Staples, 320 Starbucks, 180 Statistics Canada, 335, 336t StumbleUpon, 185 Suncor Energy, 175–176 SunRype, 182, 182f SurfWax, 338t T TDL Group, 489–490, 489f Technorati, 197, 338t Telefilm Canada, 456–457, 456f 10 x 10, 338t TheBrain, 338t Threshold Information, 392 Tim Horton Children’s Foundation, 489, 490 Tim Hortons, 489–490, 489f TMX Company Spotlights, 336t TodaysMeet, 482 TouchGraph LLC, 397f Tuckman, Bruce, 39 Tufte, Edward, 388–389 TweetBeep, 339 TweetDeck, 339, 482 Twitter, 2, 3, 11, 23, 83, 176, 177, 177f, 179, 180, 183, 184, 185, 186, 193, 194f, 197–198, 339, 459, 482, 483, 498, 499, 500, 501, 503, 520, 530 U United Parcel Service (UPS), 367, 445 United States Patent and Trademark Office, 336t UPS See United Parcel Service (UPS) U.S Air Force, 268 U.S Air Force Public Affairs Agency, 268 U.S Bureau of Labor Statistics, 336t U.S Federal Trade Commission (FTC), 25, 28 U.S Library of Congress, 198 U.S Postal Service, 574, 575 U.S Securities and Exchange Commission (SEC), 336t USA.gov, 338t Usera, Daniel Alexander, 12 V VanHack, 285 VisualCV, 494, 518 W Wall Street Journal, 497 Walmart, 320 WannaCry, 14 Warner Brothers, 198 Wave, 1–2, 1f, 28 Wave Accounting, WE, 144–145, 144f WebCrawler, 338t weblocal, 337 Weinberg, Tamar, 194 Word of Mouth Marketing Association, 25 WordPress, 385 Workforce Magazine, 497 Workopolis, 498t World Trade Organization, 72 World Wide Web Consortium, 299 WorldNews, 338t X XING, 11, 43 XPlane, 93f Y Yahoo!, 338t Yahoo! Answers, 185 Yahoo! News, 338t Yahoo! Search, 338t Yelp, 185 Yolink, 339 YouTube, 23, 83, 94, 175, 176, 176–177, 177f, 179, 184, 306, 338t, 401 Z ZapMeta, 338t Zappos, 44, 272, 537 Zeisser, Michael, 307 ZOHO Projects, 42, 42f Zotero, 339 18/12/17 10:44 AM www.freebookslides.com Subject Index Note: An f following a page reference indicates a figure or a photo; a t following a page reference indicates a table; and an n following a page reference indicates a source note A Aboriginal peoples, 88f, 120 abstract, 436 abstract word, 129 academic journals, 335 acceptance letter, 433, 551–552 access control, 43 accessibility, 97 Accessibility for Ontarians with Disabilities Act (AODA), 163 accessible language, 124t accomplishments, 466, 503, 509, 512–513 accuracy, 89, 372, 404 achievement, need for, 287t achievements, 493, 508, 513 action (AIDA model), 294, 306, 529, 530f, 533–534 action, requests for See requests for action action verbs, 509 active listening, 41, 51 active statements, 509 active voice, 125–126, 126t activities, 513 adapt to your audience, 84 audience needs, sensitivity to, 114–120 building strong relationships, 120–127 negative messages, 248–249 presentations, 465, 468 proposals, 368–369 reports, 368–369 résumé, 508 style and tone, 123–127 website content, 384 adaptability, 492 address, 73–74 addressee notation, 567 adjourning, 39 adjustments, requests for See requests for adjustments adventure, need for, 287t advice, 118 aesthetic appreciation, 287t affiliation, need for, 287t age bias, 119t, 120 age differences, 68, 69 agenda, 45, 46f, 467, 476 AIDA model, 292–294, 293f, 298, 298f, 301, 302, 303–306, 303f, 307, 308, 327, 377, 529, 530f, 531 alliance, 40 almanacs, 335 ambiguous questions, 341 American Psychological Association (APA) See APA style analogy, 295, 296 analysis of situation, 83, 85–87, 286–287, 322–324, 457–459 analytical reports, 322, 324, 351–357 categories of, 351 conclusions, 352, 352f direct vs indirect approach, 375 logical arguments, 353–357 recommendations, 352–353 statement of purpose, 323 structure of, 353t three-step writing process, 328 + = approach, 353–354, 354–355f yardstick approach, 354–357, 356f animation, 401, 475–476 announcements, 179, 258 anticipation of objections, 296–297 anxiety, 457, 479–480 APA style, 439, 578, 581–582 in-text citation, 581 list of references, 581–582, 582f appearance, 560–561 appearance, personal, 54, 543t, 544 appendix, 438 applicant tracking systems, 514 application letters, 529–534, 532t appreciation, 230 area chart, 393–394 arguments, 7, 41, 292–294 assumptions, 65 attacking an opponent, 295 attention, 152, 292, 304, 529–531, 530f, 531f, 532, 532t attention line, 567 attractiveness, 377 audience adapting to See adapt to your audience blogs, 193, 195 compatibility, design for, 17 composition, 86 decoding the message, 4, 17–18 ease of use, 17 empathy, 17 expectations, 17, 87 familiarity, 17 feedback, forecasting probable reaction, 87 know your audience, 18–19 level of understanding, 86 media requirements of, 326 mindsets, 459f needs, 88, 114–120, 121, 300, 467 persuasive messages, 286–287, 289–290 preferences, 87, 96 presentations, 457–459, 458t, 459f, 465–466 primary audience, 86 receiving the message, 4, 17 required information, 88 response to message, 4, 18 for résumé, 502–503 secondary audience, 86 audience analysis worksheet, 87f audience-centred approach, 17–19, 19f audience-focused document, 90f, 91f audience profile, 86–87, 87f augmented reality, 94 authenticity, 307–308, 470 authorization, 373 authorization letter, 433 autocompletion, 136 autocorrection, 136 avatars, 49, 96f awkward references, 154t, 155 B Baby Boomers, 69 backchannel, 459, 482–483 background, 373, 378 background checks, 538–539 background designs and artwork, 474 backgrounders, 345 back-translation, 76 bad news about transactions, 260–262 balance, 161, 373, 388 bar chart, 391, 394, 394–396f bar graph, 394 behavioural interview, 536 being real, 307–308 belonging, need for, 287t benefits, 301–302, 301t bias, 331 bias-free language, 119–120, 119t bibliography, 438–439 blind courtesy copy (bcc), 188 block format, 569, 570f blog, 191 blog search engines and directories, 338t bloggers, 28 blogging, 176, 191–198 business applications of, 193–195 checklist, 198 elements of business blogging, 193 three-step writing process, 195–197 tips for business blogging, 192t blueprint slide, 476 body formal reports, 437 letters, 564–567 presentations, 467–468 proposals, 371–372, 378–380, 440–441 reports, 371–372, 375 boilerplate, 136, 383 book search engines, 338t bookmark, 332 Boolean search, 339 bragging, 124 brainstorming, 39, 49, 100, 194 brand communities, 182 branded channel, 177, 184, 401 broadcasting mindset, 22 buffer, 252, 253t bulleted lists, 150–152, 165 bumper slide, 476, 477f business books, 335 business communication, 11–21 see also communication audience-centred approach, 17–19, 19f business language, 123–125, 124t challenges of, 11–15 effective, 16 –21 electronic media for, 176–180 600 Z05_THIL0824_06_SE_SIDX.indd 600 19/12/17 6:35 PM www.freebookslides.com SUBJECT INDEX 601 ethical communication choices, 7, 24–28 social communication model, 21–23, 22f social networks, strategies for, 182–183 social networks, uses of, 180–182, 181t and technology, 5, 13, 21–24 Business Communication 2.0, 22, 22f business documents, 149 appearance, 560–561 character spacing, 560–561 corrections, 561 customization, 560 envelopes, 570–575 first impressions, 560–561 letters, 561–570 line length, 560 margins, 560 memos, 575–576, 576f paper, 560 reports, 576–577 special symbols, 561 business etiquette, see also etiquette business information, 13 business institutions, 71t business jargon, 75 business plans, 345, 347 buzzwords, 130, 130t C call to action, 306, 306f camouflaged verbs, 154t, 155 Canadian Code of Practice for Consumer Protection in Electronic Commerce, 309 Canadian Constitution, 120 Canadian film industry, 456–457 Canadian mailing abbreviations, 574t caption, 403 career see also job search communication skills, 490–496 dynamic workplace, 490–492 employment portfolio, 494, 495–496 international focus, 494 job market See job market objective, 510–511 résumé See résumé summary, 511 career counselling, 501 career goals, 493 category, 347 causal relationship, 134 cause and effect, 135t, 295–296 champions, 307 change monitoring, 43 channel, 4, 8, character spacing, 560–561 chartjunk, 388–389 charts, 104, 105f, 393–396, 473–474, 475, 476 checklists application letters, 534 bad news about transactions, 262 blogging for business, 198 completing reports and proposals, 446 email messages, effective, 189 employment interviews, 545, 549 follow-up messages, 553 goodwill messages, 232 granting claims and adjustment requests, 225 information interviews, 345 informational and analytical reports, 328 instant messaging, 191 intercultural communication skills, 77 listening barriers, overcoming, 53 making claims, 217 negative employment messages, 274 Z05_THIL0824_06_SE_SIDX.indd 601 negative messages, 257 persuasive messages, 297 planning business messages, 107 podcasting, 200 positive messages, 220 productive meetings, 48 proofing business messages, 167 refusing claims, 264 requests for adjustment, 217 résumé, 520 revising business messages, 158 routine replies, 220 routine requests, 213 visuals for presentations, 478 visuals for reports and proposals, 404 writing business messages, 137 writing reports and proposals, 383 Chicago Manual of Style, 439, 578–581 bibliography, 579–581, 580f endnotes, 579f in-text citation, 578–579 chronological résumé, 503–505, 504f, 505f chronology, 346–347 circular reasoning, 295 claims checklists, 217, 225, 264 granting, 221–225 implied, 308 making, 216–217, 218f persuasive, 299 refusing, 262–264, 263f response, customer at fault, 223, 224f response, third party at fault, 223–224 response, your company at fault, 222–223 clarity bullets, 150–152 editing for, 153–155 lists, 150–152 online reports, 417 presentations, ending, 469 reports, 373 sentences and transitions, 373 visuals, 390 of writing, 72–75 classification, 135t clichés, 130, 130t close employment interviews, 548 formal reports, 431f, 438 letters, 567 meetings, 47 negative messages (direct approach), 251 negative messages (indirect approach), 255 positive messages, 219–220 presentations, 468–469 proposals, 372, 380, 441 reports, 372, 375–377, 376f routine replies, 219–220 routine requests, 212–213, 216, 217 close date, 534 closed-ended questions, 344 clothing preferences, 71t cloud computing, 43 clustering engines, 338t co-curricular record (CCR), 494–495 code of ethics, 25–27, 26f cognitive tests, 539 collaborating on communication efforts, 41–44 collaborative writing, 41–43 guidelines for, 41–42 technologies for, 42–43 colour, 474, 474t column formatting, 165 combination bar and line chart, 394, 395f combination résumé, 506–507, 506f commenting, 157, 159f comments, 177, 482, 483 commercial databases, 336t committees, 36 communication, see also business communication career, building, 490–496 collaborating on communication efforts, 41–44 communication barriers, 14–15 communication process, 3–4, 3f, 20–21, 21f and conflict resolution, 39–40 effective, 2–3, 7, 9f employer expectations, 4–7, 6f employment communication, 28 ethical, 7, 24–27 external, 8–9 flow of information, 9–10 formal communication network, 9–10, 10f ineffective, 8f informal communication network, 10–11 informal outside communication, 11 intercultural See intercultural communication internal, legal, 28 nonverbal See nonverbal communication in organizational settings, 8–11 with people from diverse backgrounds, promotional, 28 social communication model, 21–23 technology, use of, 5, 13, 21–24 visual, 389, 405 communication barriers, 14–15 communication channels, 4, 8, communication process, 3–4, 3f, 20–21, 21f communication skills, 491 communication style, 72, 123–127 communication technologies, 5, 13, 21–24 communities of practice, 43–44 community building, 183, 194, 307 community participation sites, 176, 184–185, 184f, 185 community Q&A sites, 176, 185 company image, 122–123 company name, 569 company news blogs, 193 company policy, 253–254 company research, 497–498 company resources, 336t company websites, 10f comparison, 134, 135t, 346 compatibility, 17, 164 compelling (visuals), 390 competing messages, 14 competition, 301, 377 Competition Act, 308 competitive insights, 13 completeness, 373, 390 completing business messages, 84, 145f distributing your message, 167–168 email messages, 188 instant messages, 191 negative messages, 249 persuasive messages, 291–292 proofreading, 166–167, 168 revising your message See revision completing presentations, 476–480 completing reports and proposals checklist, 446 distributing, 445 formal proposals, 439–445, 439f formal reports See formal reports proofreading, 444–445 revision, 416–417 19/12/17 6:35 PM www.freebookslides.com 602 SUBJECT INDEX completing résumés, 514–520 complex sentence, 131 compliance reports, 345 composing your message, 127–137 paragraphs, 133–136 sentences, effective, 131–133 technology, use of, 136 word choices, 127–130, 130f composing your résumé, 508–513 compositional modes, 177–179, 182–183 compound-complex sentence, 131 compound sentence, 131 computer-aided design (CAD), 400 computer notes, 332 computer skills, 492 concepts, 397 conciseness, 7, 155–157, 156–157t, 390, 417 conclusions, 334, 352, 352f, 431f concrete information, 377 concrete word, 129 condition, 134 conditional (if or when) statement, 254 condolences, 232 confidence, 542–543 conflict, 39 conflict resolution, 39–40 congratulations, 230, 231f connecting words, 134 connections, 43, 152, 390 connotative meaning, 129 consistency, 161, 387–388 constructive conflict, 40 constructive feedback, 19–20, 19t Consumer Packaging and Labelling Act, 308 content, 148, 163, 179–180 content listening, 51t content management systems, 42 content marketing, 307 content notes, 579 content recommendation sites, 185 content words, 128 contextual differences, 66–67 contracts, 28 contrast, 134, 135t, 388 control, need for, 287t convenience, 167–168 convention, 388 conversation marketing, 181, 307 conversational threads, 183 conversational tone, 123–125, 123t conversations, 177, 183, 307 copy notation, 569 copyright, 24, 113, 340, 400 corporate culture, 12, 14f, 493, 528, 540t, 542t corrections, 561 correlation, 295 cost coverage, in proposal, 379 of distribution of message, 167–168 of media, 96 of multimedia documents, 163 of teams, 37 courteous close See close courtesy copy (cc), 188 cover, 433 cover letters, 529–534 creative skills, 163 credentials, 121 credibility, 120–122, 166, 248, 290, 331, 377, 466 crisis communication, 194, 266–269, 269t crisis management plan, 267–268 critical listening, 51t criticism, 118, 268 critiques, 177 Z05_THIL0824_06_SE_SIDX.indd 602 CRM See customer relationship management (CRM) cross-functional teams, 35 cross-tabulation, 333 crowdsourcing, 185, 494 cultural competency, 64 cultural variations, recognizing, 66–69 culture, concept of, 64–65 developing, 64–69 ethnocentrism, 65–66 stereotyping, 65–66 cultural context, 66–67 cultural differences, 66–69, 290 cultural diversity See diversity cultural norms, 54 cultural pluralism, 65 cultural values, 68, 69 cultural variations, 66–69 culture, 64 see also intercultural communication business in other cultures, 71t concept of, 64–65 corporate, 12, 14f, 493 cultural variations, 66–69 high-context, 66 low-context, 66 study of other cultures, 70–72 curriculum vitae (CV), 503 see also résumé customer needs, 13 customer relationship management (CRM), 92, 93f, 219f customer support blogs, 193 customization, 560 cut (and paste), 157 cybersecurity, 13–14 D dangling modifiers, 153, 154t dashboard, 326, 326f data analysis, 332–333, 332t, 492 data collection, 492 data presentation, 392–401 data visualization, 396–397, 397f date, 74, 562, 562t “death by PowerPoint”, 469 deceptive tactics, 15 decision-making meetings, 44 decision-making skills, 492 declining a job offer, 552 decoding, 4, 17–18, 50 decorative animation, 475 decorative artwork, 475 deduction, 295 deep Internet, 337 defamation, 28, 263–264 defensive listening, 52–53 defining your purpose, 85–86 definitions, 374 delivery cues, 464 delivery of presentation, 476, 479–483 demographics, 286 denotative meaning, 129 description, 106t descriptive headings, 152–153 descriptive title, 403 descriptive (topical) outline, 328t design, effective, 160–161, 160f design for readability, 160–163, 160f desire, 292–294, 304–306, 529, 530f, 532–533 desktop publishing software, 164 desktop search engines, 339 destructive conflict, 39f, 40 destructive feedback, 19–20 detail, 106, 106t, 134, 161, 219 deviation bar chart, 394, 395f diagrams, 399–400 digital rights, 330 dining etiquette, 55 diplomatic organization plan, 98, 99f direct approach, 101–103, 102f messages of inquiry, 550, 553 negative messages, 247, 247f, 249–251 persuasive messages, 103, 289–290, 289f presentations, 459f, 460, 461–462 proposals, 289–290, 289f reports, 326–327, 327f routine and positive messages, 102 routine requests, 213 routine requests, refusing, 258, 259f directories, 335 direct-to-consumer news releases, 229 disability bias, 119t, 120 discriminatory questions, 546–547, 549 distinctions, 65 distorting the data, 405 distorting visuals, 24 distraction, need for, 287t distractions, 14, 16 distribution of message, 84, 167–168 of reports and proposals, 445 of résumé, 519–520 diversity and communication, of views, in teams, 36 in workforce, 11–12, 62–63 document components, 136 documentation of sources, 578–584 APA style, 581–582 Chicago Manual of Style, 578–581 MLA style, 583–584 reports and proposals, 340, 373 visuals, 404–405 double modifiers, 157t downward flow, 9, 10f drafting proposal content, 377–381 report content, 369–372 website content, 384 drawings, 399–400 due diligence reports, 351 dynamic workplace, 490–492 E ease of use, 17 economic globalization, 490 economic institutions, 71t editing see also revision for clarity, 153–155, 154t for conciseness, 155–157, 156–157t work of others, 148–149 education, 511–512 electronic databases, 335 electronic documents, 384 electronic forms, 383 electronic media, 93–94, 95t blogging, 176, 198 for business communication, 176–180 compositional modes, 177–179 email, 176, 185–188 instant messaging (IM), 176, 189–191, 190f microblogging, 176, 197–198 online video, 176–177 podcasting, 176, 198–200, 199f skills, 492 social media See social media text messaging, 176, 189–191 19/12/17 6:35 PM www.freebookslides.com SUBJECT INDEX 603 electronic presentations, 469 email, 176, 185–189 checklist, 189 completing email messages, 188 effective, examples of, 261f, 272f, 289f as interview media, 537 planning email messages, 186 subject line, 186 tips for effective messages, 188t writing email messages, 186–187, 187f email hygiene, 186 email interview, 537 email signature, 188 embedded documents, 383 emergence, 39 emotion, colour and, 474f emotional appeal, 294, 305f empathic listening, 51t empathy, 17 emphasis of key thoughts, 132–133 lists and bullets for, 150–152 of the positive, 116–118, 117f visuals, 388 Employability Skills 2000+ chart, 5, 6f employers essential interview questions, 538 expectations, 4–7, 6f, 491–492 job applicant warning signs, 543t job applicants, expectations of, 491–492 job market, view of, 491 think like an employer, 497 employment communication, 28 employment gaps, 507 employment interviews, 535–553 attributes interviewers don’t like, 543t avoidable mistakes, 547 background checks, 539 behavioural interview, 536 checklists, 545, 549, 553 the close, 548 confidence, 542–543 discriminatory questions, 546–547 employers’ essential questions, 538 following up, 549–553 group interview, 536 interview media, 537–538, 538f interview notes, 548–549 interview style, 543–544 interviewing process, 535–539 investigation of organization and job opportunity, 539, 540t job task simulations, 538f open-ended interview, 536 panel interview, 536 positive impression, 549 pre-employment testing, 538–539 preparing for, 539–545 professional image, 544 question-and-answer stage, 546–547 questions, candidate’s, 542, 542t questions, interviewer’s, 540–542, 541t ready on arrival, 544–545 salary discussions, 548 sequence, typical, 535–536 situational interview, 536 stages of an interview, 545–548 stress interview, 537 structured vs unstructured, 536 types of, 536–537 warm-up, 546 working interview, 536 employment messages, negative, 269–274 employment portfolio, 494, 495–496 employment references, 269–270 Z05_THIL0824_06_SE_SIDX.indd 603 employment termination, 273 enclosure notation, 569 encoding, endnotes, 136, 579f endorsements, 121 enterprise instant messaging (EIM), 190 enterprise microblogging, 197 enterprise search engines, 339 enterprise wiki systems, 43 enthusiasm, too much, 154t, 155 envelopes, 570–575 e-portfolio, 495–496, 518–519 ethical boundaries, 7, 27 ethical communication, 7, 24–27 ethical differences, 67 ethical dilemma, 25 ethical information, 89 ethical lapse, 25 ethics audits, 27 code of ethics, 25–27, 26f and cultural context, 67, 71t deceptive tactics, 15 distorting the data, 405 ethical communication, 7, 24–27 marketing and sales messages, 308–309 and negative messages, 255–257 online selling, 309 questions to ask, 27 and research, 330, 334 of visual communication, 389, 405 ethics audits, 27 ethnic bias, 119t, 120 ethnocentrism, 65–66 etiquette, 20 see also business etiquette cultural differences, 67 dining etiquette, 55 marketing and sales messages, 308–309 negative messages, 255–257 standards, maintaining, 116 euphemisms, 118 European Union, 28 evaluation of communication skills, of content, organization, style and tone, 148–149 of first draft, 145–149 in listening process, 50 of sources, 330–331 evidence, 105–106 examples, 105–106, 106t executive blogs, 194 executive dashboard, 326, 326f executive summary, 422f, 436–437, 440 exhibits, 436 expertise, 121, 266 explanation, 219 exploration, need for, 287t external communication, 8–9 external distractions, 14 external proposals, 357 eye contact, 54, 68, 481 F facial expression, 54, 68 facts, 7, 106t, 291 failure analysis report, 351 fair play, 40 familiar words, 130, 130t familiarity, 17 faulty analogies, 296 feasibility reports, 351 features, 301, 301t feedback from audience, 4, 326 constructive, 19–20, 19t destructive, 19–20 from presentations, 482, 483 written, 326 feeding forward, 20 feeds, 191 figures, 106t file merge, 136 filters, 14–15 final stage (of interview), 536 financial goals, 493 financial reporting, 28 find (and replace), 157 first draft, 145–149 First Nations, 120 Flesch-Kincaid Grade Level score, 149 Flesch Reading Ease score, 149 flexibility, 40, 490, 492 “flogs”, 28 flowchart, 398, 398f focus group, 344 folk beliefs, 71t following up, 534–535, 549–553 font, 162–163, 475 food preferences, 71t footnotes, 136 foreground designs and artwork, 475 Foreign Footprints survey (Export Development Canada), 62 form letters, 92 form tools, 383 formal communication network, 9–10, 10f formal impression, 177 formal letters, 165, 166f formal proposals, 439–445, 439f formal reports, 416, 417–439 analyzing, 418 appendix, 438 bibliography, 438–439 body, 424–430f, 437 close, 431f, 438 cover, 433 distributing, 445 executive summary, 422f, 436–437 index, 439 introduction, 423f, 437 letter of acceptance, 433 letter of authorization, 433 letter of transmittal, 420f, 433–434 list of illustrations, 421f, 436 parts of, 417–418, 417f prefatory parts, 417f, 418, 433–437 producing, 417–439 proofreading, 444–445 revision, 416–417 supplementary parts, 417f, 438–439 synopsis, 436–437 table of contents, 421f, 434–436 text, 417f, 437–438 title fly, 433 title page, 419f, 433 formal teams, 35 formal tone, 123, 123t formality, 68 format See layout and format formatting, 165, 166f forming, 39 forms-based searches, 339 forms of address, 562–563t free-form slides, 470–471, 470f, 471t free riders, 37 functional animation, 475 functional artwork, 475 19/12/17 6:35 PM www.freebookslides.com 604 SUBJECT INDEX functional résumé, 505 functional words, 128 G gender bias, 119t, 120 gender differences, 69 general purpose, 85 general-purpose search engines, 337, 338t Generation X, 69 Generation Y, 69 gentle language, 118 geographic information systems (GISs), 398, 399f geography, 347 gesture, 54, 68 global marketplace, 62 Global Workforce Diversity (IBM) intranet site, 70 globalization, 11–12, 490 goals, 41 good news, 227–229, 228f goodwill messages, 229–232, 231f government publications, 335 grade-point average (GPA), 512 grammar, 5, 127 grammar-checker, 159–160 grant proposals, 357 grapevine, 10–11 graphs, 393–396 greetings, 68 group buying sites, 185 group development phases, 38–39, 38f group dynamics, 37–41 group interview, 536 group writing, 41 grouped bar chart, 394, 395f groupthink, 36–37 groupware, 43 guidelines, 13 H handouts, 476–478 hard sell, 291, 292 hashtag, 198 hasty generalizations, 295 headings, 152–153, 381, 382f, 561–562, 567–569, 577 headlines, 179, 197 Healthy Eating After School (Health Canada), 369, 370f hedging sentences, 153, 154t helping others, 287t hidden agenda, 37 hidden Internet, 337 high-context culture, 66 high-performing teams, 36–37 honesty, 67, 121, 180, 331, 405, 508 horizontal flow, 10, 10f hub, 183, 193 human needs and motivation, 287t human-powered search engines, 337, 338t humour, 75, 124–125, 466 hybrid sites, 338t hyperlink, 475 hypothesis, 351 I “idea campaigns”, 49 ideas, 3, 5, 299, 397, 467 idiomatic phrases, 75 illogical support, 296 illustration, 106t, 134, 135t, 436 image-processing functions, 400 implicit beliefs, 66 implied claims, 308 importance, 346 Z05_THIL0824_06_SE_SIDX.indd 604 in-text citations APA style, 581 Chicago humanities style, 578–579 MLA style, 583 Incendies, 456 index, 136, 439 Indian, 120 indirect approach, 101–103, 102f claim, refusing, 262–264, 263f negative messages, 103, 247f, 251–255 persuasive messages, 103, 289–290, 553 reports, 327, 327f routine request, refusing, 258, 260f induction, 295 industry research, 497–498 industry resources, 336t inexperience, 507 infinitives, 156t infographic résumé, 516–517 infographics, 93, 399–400 informal communication network, 10–11 informal outside communication, 11 informal teams, 35 informal tone, 123, 123t information gathering, 83, 87–90, 288, 324 organizing See organization of information paraphrasing, 333–334 presenting, 5, 7, 397 quoting, 333–334 requests for See requests for information required, 88–89 summarizing, 333–334, 334t value of, 13 information, request for See requests for information information architecture, 350 information gathering, 83, 87–90, 288, 324 information overload, 14, 23 information security, 24 “information technology paradox”, 23 informational cue, 94 informational meetings, 44 informational reports, 322, 345–349 categories of, 345 organizing, 345–349, 348f, 349f statement of purpose, 323 three-step writing process, 328 website content, 349–350 informative headings, 152–153 informative (talking) outline, 328t informative title, 403 InnovationJam (IBM), 49 inside address, 562–564, 564t insincerity, 118 instant messaging (IM), 48, 177, 189–191, 190f, 537 integrity tests, 538 intellectual property (IP), 28, 330, 340 intensification, 134 interactive media, 94–96 intercultural awareness and sensitivity, 492 intercultural communication, 62 career with international focus, 494 challenges of, 63–64 checklist, 77 components of successful, 70f cultural competency, 64–69 direct approach, 213 global marketplace, opportunities in, 62 helping others adapt to your culture, 77 improving, 69–77 intercultural knowledge, 69 interpreters, 76–77 multicultural workforce, advantages of, 62–63 nonverbal differences, 54, 55, 68 respecting communication style preferences, 72 speaking carefully, 76 study of other cultures, 70–72 study of other languages, 72 translation software, 76–77 translators, 76–77 writing clearly, 72–75, 73f, 74f, 75f interest (AIDA model), 292, 304, 529, 530f, 531f, 532–533 internal communication, internal distractions, 14 internal micromessaging, 197 internal proposals, 357, 358–359f international addresses and salutations, 565–566t international advantage, 61–62 international awareness and sensitivity, 492 international correspondence, 73 –75 international mail, 574–575 Internet deep Internet, 337 e-portfolio, 495–496, 518–519 hidden Internet, 337 job websites, 520 online databases, 343 online interviews, 537 online libraries, 338t online monitoring tools, 337–339 online news release, 228f online presentations, 483 online reports, 417, 435f online research, 335–339, 338t online résumé, 518–519, 518f online search tools, 337, 338t online selling, 309 online surveys, 342–343, 343f search tips, 339 submitting résumé to employer’s website, 520 web directories, 337 website content, 384 website content, organizing, 349–350 wikis, 42, 385–386 Internet telephony, 94 interpersonal skills, 492 interpreters, 76–77 interview notes, 548–549 interview simulators, 543, 543f interview style, 543–544 interviews, 343–345 see also employment interviews intimacy, 124 introduction email message, 187 formal reports, 423f, 437 presentations, 465 proposals, 370–371, 378, 440 reports, 327, 327f, 370–371, 373–375 Inuit, 120 inverted pyramid style, 384 investment proposals, 357 “it is” starter, 156, 157t J jargon, 75, 130 job applicants employer expectations, 491–492 warning signs, 543t job applications, rejecting, 271, 272f job changes, 507 job interviews See employment interviews job knowledge tests, 539 job market 19/12/17 6:35 PM www.freebookslides.com SUBJECT INDEX 605 see also career; job search adapting to a changing, 492–495 career counselling, 501 customizing résumé, 498 employers’ view of, 491 job-search websites, 498t mistakes, avoiding, 501 networking, 499–501 opportunities, finding, 496–501, 496f, 499 research industries and companies, 496, 496f, 497–498 story of you, 497 think like an employer, 497 job search see also career; job market application letters, 529–534, 532t declining a job offer, 552 following up, 534–535 interviews See employment interviews résumé See résumé job skills tests, 539 job termination, 507 journalistic approach, 89, 100 judgment, 65, 67 justification, 161–162 justification reports, 351 K key thoughts, emphasis of, 132–133 key visual, 471–472, 472f keyword search, 339, 509–510 keyword summary, 509–510 keywords, 498 knowledge, 121, 287t, 377 knowledge management (KM) system, 88, 329 knowledge workers, 13 L language accessible, 124t bias-free, 119–120, 119t bragging, 124 business communication, 123–125, 123t, 124t differences, 15 humour, 75, 124–125 intimate, 124 obsolete, 124, 124t plain, 125, 126f pompous, 124, 124t preaching, 124 speaking and listening carefully, 76 study of other languages, 72 vivid, 467 language differences, 15 laws, 71t layout and format envelopes, 571–574, 573f letters, 569–570 memos, 575–576, 576f reports, 576–577 leading (spacing), 162 leading meetings, 45–48 leading questions, 341 legal communication, 28, 177 legal compliance, 308–309 legal differences, 67 Legal Guide for Bloggers, 28 legend, 403 letter declining job offer, 552 letter of acceptance, 433, 551–552 letter of authorization, 433 letter of recommendation, 225–226, 226f, 269–270 letter of resignation, 552 Z05_THIL0824_06_SE_SIDX.indd 605 letter of transmittal, 373, 420f, 433–434, 440 letterhead stationery, 165 letters, 92, 165, 561–570 see also specific types of letters additional letter parts, 567–569, 568f addressee notation, 567 attention line, 567 block format, 569, 570f body, 564–567 company name, 569 complimentary close, 567 copy notation, 569 date, 562, 562t enclosure notation, 569 formats, 569–570 forms of address, 562–563t heading, 561–562 inside address, 562–564, 564t intercultural, effective, 73f, 75f intercultural, ineffective, 74f international addresses, 565–566t mailing notation, 569 modified block format, 569, 571f postscript, 569 reference initials, 569 revised, 146f, 147f salutation, 564, 565–566t second-page heading, 567–569 signature block, 567 simplified format, 569, 572f standard letter parts, 561–567, 561f subject line, 567 libel, 28 library, 335 lifestream, 495 limitations, 374 line chart, 391, 393, 393f line graph, 393 line length, 560 linked documents, 383 links, 381 list of illustrations, 421f, 436 list of references, 581–582, 582f list of works cited, 583–584, 584f listening active, 41, 51 barriers to effective, 52–53 careful, 76 checklist, 53 content, 51t critical, 51t defensive, 52–53 effective, empathic, 51t good vs bad listeners, 52t improving, 50–53 to interviewer, 546 listening process, 50 memory barriers, 53 online conversations, 307 selective listening, 52 types of, 51t lists, 150–152, 165 logical appeal, 294, 295–296, 305f logical arguments, 353–357 logical content, 373 long noun sequences, 153, 154t long sentences, 153, 154t long words and phrases, 155, 156t long-term memory, 18 low-context culture, 66 M mail merge, 136 mailing abbreviations, 574t mailing notation, 569 main idea, 99–100, 100t, 105, 218–219, 247, 460–461 major points, 105 manners, 67–68 maps, 398 margins, 161–162, 560, 576–577, 577f market analysis reports, 351 market intelligence, 180–181 market research, 194 marketing content marketing, 307 conversation marketing, 181, 307 viral marketing, 194 word-of-mouth marketing, 194 marketing and sales messages AIDA model, 303–306, 303f audience needs, assessing, 301 competition, analyzing, 301 developing, 300–309 ethics, 308–309 etiquette, 308–309 legal compliance, 308–309 misleading, 308 purchase objections, anticipating, 302–303 selling points and benefits, 301–302, 301t, 303f social media, promotional messages, 307–308 marketing messages see also marketing and sales messages matrix structure, 12 mean, 332t, 333 media curation, 196–197 media relations, 193 media richness, 94–96, 95f median, 332t, 333 medium, 90–97 accessibility concerns, 97 advantages and disadvantages, 95t audience requirements, 326 in communication process, 3–4 electronic media, 93–94, 95t for employment interviews, 537–538, 538f factors in selecting, 94–97 limitations, 96 for negative messages, 247 oral media, 91–92, 94, 95t for persuasive messages, 288 for presentations, 459 for proposals, 324–326 for reports, 324–326 for résumé, 503 visual media, 92–93, 93f, 94, 95t written media, 92, 94, 95t meetings agenda, 45, 46f checklist, 48 decision-making, 44 informational, 44 leading, 45–48 minutes, 47–48, 47f online, 48–50 participating in, 45–48 preparing for, 44–45 productive, 44–50 technologies, 48–50 virtual, 48–50, 49f memo, 92, 165, 166f, 575–576, 576f memo of acceptance, 433 memo of authorization, 433 memo of transmittal, 373, 420f, 433–434 memory barriers, 53 mentoring, 82–83 message, effective, 19/12/17 6:35 PM www.freebookslides.com 606 SUBJECT INDEX message formality, 96 message of inquiry, 550 message structure, 163 metacrawlers, 337, 338t metasearch engines, 337 Métis, 120 microblogging, 176, 197–198 mind mapping, 100, 101f minutes, 47–48, 47f misrepresentation, 24, 330 mistaken assumptions of cause and effect, 295–296 MLA style, 439, 578, 583–584 in-text citation, 583 list of works cited, 583–584, 584f mobile blogs (moblogs), 192 mode, 332t, 333 model permissions, 400 Modern Language Association (MLA) See MLA style modified block format, 569, 571f motivation, 287, 287t moving blueprint slide, 476, 476f multicultural workforce, 62–63 multimedia, 94 multimedia documents, 163–164, 384 multimedia elements, 475–476 multimedia résumé, 516, 518–519 multimedia tools, 163, 164f multitasking, 14 mutual ground, 67 N narration, 106t narratives, 178–179 natural language searches, 339 navigation slides, 476, 477f negative employment messages, 269–274 negative messages, 103 announcements, 258 bad news about transactions, 260–262 buffer, 252, 253t checklists, 257, 274 claims and requests for adjustment, refusing, 262–264, 263f communicating in a crisis, 266–269, 269t communicating under normal circumstances, 264–266, 265f completing, 249 direct approach, 247, 247f, 249–251 ethics, 255–257 etiquette, 255–257 indirect approach, 251–255 job applications, rejecting, 271, 272f negative employment messages, 269–274 negative organizational news, 264–269, 265f, 267f negative performance reviews, 271–273 planning, 246–248, 247f positive words, 249t proposals, rejecting, 258 recommendation letters, refusing, 269–270 reference requests, refusing, 269–270 routine business matters, 257–264 routine requests, refusing, 258–260, 259f, 260f social networking recommendation requests, refusing, 270 suggestions, rejecting, 258 terminating employment, 273 three-step writing process, 246–249 writing, 248–249, 249t negative organizational news, 264–269, 265f, 267f negative performance reviews, 271–273 negative situation, 118 Z05_THIL0824_06_SE_SIDX.indd 606 network structure, 12 networking, 499–501 news media, 194, 308 news release, 227–229, 228f news search engines, 338t newsfeeds, 191, 197 newspapers, 335 noise, 14 nonparallel list items, 152 nonverbal communication, 53 categories of, 53–54 cultural differences, 54, 55, 68 effective use of, 55–56 improving, 53–56 interview, 546 norming, 39 norms, 37, 54 number formats, 74 numbered lists, 151, 165 O objections, 296–297, 302–303 objectivity, 121, 291 objects, 165 obsolete language, 124, 124t “OK” sign, 68f omitting essential information, 24 online brainstorming, 49 online databases, 337 online interviews, 537 online libraries, 338t online meetings, 48–50 online monitoring tools, 337–339 online news release, 228f online presentations, 483 see also presentations online reports, 417, 435f online research, 335–339, 336t, 338t online résumé, 518–519, 518f online search tools, 337, 338t online selling, 309 online surveys, 342–343, 343f online video, 176–177, 184 Ontario Human Rights Code, 547 open climates, 12 open cultures, 14f open-ended interview, 536 open-ended questions, 343–344 opening See introduction openness, 40 operating reports, 345 optimization of writing time, 84 opt-in email newsletters, 309 oral media, 91–92, 94, 95t oral presentations See presentations organization chart, 104, 105f, 398, 399f organization of information, 5, 83, 97–106, 148 common organization mistakes, 97 direct vs indirect approach, 101–103, 102f headings, 152 importance of good organization, 97–99, 98f, 99f informational reports, 345–350 main idea, 99–100, 100t, 105 negative messages, 247–248 outline, 103–106, 104f, 105f persuasive messages, 288–290 presentations, 460–464 proposals, 326–328 reports, 326–328 scope, limiting, 100–101 topic, 99, 100t topical organization, 346 organizational culture, 290 organizational news, negative, 264–269, 265f, 267f organizational structures, 12 orientation, 38–39 orientations (electronic media), 178 outline, 103–106, 104f, 105f, 327–328, 328t, 462–463, 462f, 463–464f overly long sentences, 153, 154t overqualification, 507 oversimplification, 295 P page numbers, 577 page setup, 165 paired bar chart, 394, 396f panel interview, 536 paper, 560 paragraph formatting, 165 paragraphs, 133–136 developing, 135–136, 135t elements of, 133–135 length of, 150 parallel list items, 152 parallelism, 151–152, 152t, 153, 154t paraphrasing, 333–334 participants, 44, 45 participative management, 35 partnerships, 181 passive voice, 125–127, 126t paste (cut and), 157 patents, 336t payoff, 179 PDF version of résumé, 518 perceptual differences, 15 perceptual tricks, 168 performance, 36, 121 performance reviews, 271–273 performing (phase), 39 periodical search engines, 338t periodicals, 335 personal activity reports, 345, 348, 348f, 349f personal appearance, 54 personal characteristics, 493, 533 personal data, 513 personal space, 54, 68 personal style, 192, 193 personal webpage, 518–519 personality, 183 personality tests, 538 persuasion, 286 persuasive arguments and recommendations, persuasive business messages anticipating objections, 296–297 claims and requests for adjustments, 299 developing, 292–299 emotional appeal, 294, 305f examples of, 297–299 framing your arguments, 292–294, 293f logical appeal, 294, 295–296, 305f presentation of ideas, 299 reinforcing your position, 296 requests for action, 297–299, 298f strategies for, 292–297 persuasive claims and requests for adjustment, 299 persuasive messages, 103 see also persuasive business messages application letters, 529–534 checklist, 297 completing, 291–292 marketing, 300–309 planning, 286–290, 289f sales messages, 300–309 three-step writing process, 286–292 writing, 290–291 19/12/17 6:35 PM www.freebookslides.com SUBJECT INDEX 607 persuasive presentation of ideas, 299 persuasive requests for action, 297–299, 298f photocopies, 332 photographs, 399–400, 516 physiological needs, 287t pictures, 165 pie chart, 394–396, 396f plagiarism, 24, 334 Plain English Campaign, 125 plain language, 125, 126f plain-text file, 517 planning see also planning business messages presentations, 457–464 proposals, 357–359 reports, 345–357 research, 328, 329 résumé, 502–507 planning business messages, 83, 84, 85–107 see also three-step writing process analyzing the situation, 85–87 audience profile, 86–87, 87f checklist, 107 email messages, 186 information-gathering, 87–90 instant messages, 190 medium, selecting, 90–97 negative messages, 246–248, 247f organization of information, 97–106 persuasive messages, 286–290 purpose, defining, 85–86 planning outline, 464 plans, 345 podcast search engines and directories, 338t podcasting, 176, 198–200, 199f podcasting channel, 199 policy and issue discussions, 193, 194 policy reports, 345, 346f political patterns, 71t pompous language, 124, 124t popular culture, 75 position papers, 345 positive, emphasis of, 116–118, 117f positive messages, 102 appreciation, 230 condolences, 232 congratulations, 230, 231f examples of, 227–232 good news, 227–229, 228f goodwill messages, 229–232, 231f strategy for, 217–220 positive words, 249t postscript, 569 posture, 54, 68 power, need for, 287t PowerPoint résumé, 516 practice interviews, 543 practise (of presentation), 479–480 pre-employment testing, 538–539 preaching, 124 precise words, 127, 129–130 prefatory parts formal reports, 417f, 418, 433–437 proposals, 439f, 440 presentation of ideas, 5, 299 presentations adapt to your audience, 465 analyzing the situation, 457–459, 458t anxiety, 457, 479–480 approach, choice of, 459f, 460, 461–462 audience attention, 465–467 audience mindsets, 459f backchannel, 482–483 body, 467–468 career-building with, 457 Z05_THIL0824_06_SE_SIDX.indd 607 close, 468–469 completing, 476–480 composing, 465–469 delivery of, 476, 479–483 developing, 465–469 introduction, 465 long, 461, 463–464f main idea, 460–461 medium, selecting, 459 method, choosing, 479 online, 483 organizing, 460–464 outline, 462–463, 462f, 463–464f planning, 457–464 practising, 479–480 question-and-answer period (Q&A), 481–482 scope, 461 short presentations, 461, 462f slice-of-life stories, 465 three-step process, 458f visuals See visuals (presentations) writing, 465–469 press release, 227–229, 228f pretexting, 330 previews, 381–382, 466–467 primary audience, 86 primary research, 330, 340–345 printed messages, 177 printed résumé, 517 printouts, 332 privacy, 24, 168, 330 proaction, 40 problem and solution, 135t problem factoring, 351 problem-solving report, 371–372f problem statement, 323t, 324, 329, 378 producing your message, 84, 160–166 design for readability, 160–163, 160f formal letters and memos, formatting, 165, 166f multimedia documents, 163–164 technology for, 164–165 producing your résumé, 514–519 product and service review sites, 185 product information, 181 product resources, 336t productive meetings, 44–50 professional image, 544 professionalism, 492, 501 profiles, 43 progress reports, 345, 374f project management, 193 project management chart, 324, 325f promotion, and social networks, 181, 183, 192, 193t promotional communication, 28 pronoun, 134 proofreading, 84, 166–167, 168, 444–445, 519 proofreading symbols, 146f, 147 proposal-writing software, 384 proposals, 322, 416 see also specific types of proposals analyzing the situation, 322–324 completing See completing reports and proposals composing See writing reports and proposals distributing, 445 executive summary, 440 formal See formal proposals information gathering, 324 letter of transmittal, 440 medium, selecting, 324–326 organization of information, 326–328 parts of, 439–440, 439f planning, 357–359 prefatory parts, 439f, 440 producing, 444 proofreading, 444–445 rejecting, 258 request for proposal (RFP), 357, 377, 440 research See research revision, 416–417 solicited, 357, 379–380f, 441–444f synopsis, 440 text, 439f, 440–441 three-step writing process, 321–328, 368f types of, 321f, 357 unsolicited, 357 work plan, 323–324 prospecting, 529 psychographics, 286 public relations, 193 publishing mindset, 22 purchase objections, 302–303 purpose statement, 322–323, 323t Q qualifications summary, 511 quality assurance teams, 35 quality of hire, 497 question-and-answer chain, 100 question-and-answer period (Q&A), 481–482 question-and-answer stage, 546–547 questionnaire, 341–342, 342f quoting, 333–334 R racial bias, 119t, 120 readability, 149–153, 160–163, 160f readability indexes, 149 receiving, 50 recommendation letters, 225–226, 226f, 269–270 recommendations, 334–335, 352–353, 371–372f, 431f recommendations, request for, 214–216, 216f reconnecting, 24 recruitment, 181, 193, 194f redundancies, 155, 157t reference initials, 569 reference material, 178 reference to authority, 106t references, 269–270, 432f, 438–439, 513 regulations, 13 reinforcement of position, 296 reinforcement (phase), 39 rejecting suggestions and proposals, 258 relative pronouns, 156t relevance, 89–90 reliability, 331, 341 religious beliefs, 71t remembering, 50 repetition, 134, 157t replace (find and), 157 reports, 576–577 analytical reports See analytical reports analyzing the situation, 322–324 checklist, 328 completing See completing reports and proposals composing See writing reports and proposals distributing, 445 formal reports See formal reports headings, 577 information gathering, 324 informational reports See informational reports 19/12/17 6:35 PM www.freebookslides.com 608 SUBJECT INDEX reports (continued) layout, 576–577 margins, 576–577, 577f medium, selecting, 324–326 organization of information, 326–328 page numbers, 577 planning, 345–357 proofreading, 444–445 research See research revision, 416–417 three-step writing process, 321–328, 368f, 416f types of, 321f work plan, 323–324, 325f reputation analysts, 194 request for proposal (RFP), 357, 377, 440 request for time extension, 551, 551f requests for action, 214, 215f answering, 220 persuasive, 297–299, 298f requests for adjustment, 216–217 persuasive, 299 refusing, 262–264 requests for information, 214 answering, 220–221, 221f requests for recommendations, 214–216, 216f required information, 88 research, 40, 328–345 data analysis, 332–333, 332t documenting sources, 340 effective, 328–329 and ethics, 330, 334 evaluating sources, 330–331 interviews, 343–345 keeping track of, 332 library, 335 locating data and information, 330–332 online monitoring tools, 337–339 online research, 335–339, 336t, 338t online search tools, 337, 338t of organization and job opportunity, 539, 540t planning, 328, 329 primary, 330, 340–345 research process, 329f resources for business research, 336t results, using, 332–335 search tips, 339 secondary, 330, 335–340 surveys, 341–343, 342f, 343f research and content managers, 339 research directories and indexes, 336t resignation letter, 552 resistance, overcoming, 40–41 resource management, 492 respect, 67 responding, 50 restraint, 161 restrictive environments, 15 résumé, 502–520 activities and achievements, 513 adapt to audience, 508 areas of concern, 507 audience, analyzing, 502–503 career objective, 510–511 career summary, 511 checklist, 520 chronological résumé, 503–505, 504f, 505f combination résumé, 506–507, 506f completing, 514–520 composing, 508–513 distributing, 519–520 education, 511–512 employer’s website, submitting to, 520 fallacies and facts, 503t Z05_THIL0824_06_SE_SIDX.indd 608 formats, 516 functional résumé, 505 grade-point average (GPA), 512 honesty, 508 infographic résumé, 516–517 introductory statement, 510–511 medium, selecting, 503 name and contact information, 510 online, 518–519, 518f organizing around strengths, 503–507 PDF version, 518 personal data, 513 pertinent information, 503 photos, 516 plain-text file, 517 planning, 502–507 posting on job websites, 520 PowerPoint résumé, 516 producing, 514–519 proofreading, 519 purpose, analyzing, 502–503 qualifications summary, 511 references, 513 résumé design, 505f, 506f, 514–515, 515f revising, 514 scannable, 517 skills résumé, 505 submitting, 529–535 three-step writing process, 502f traditional printed résumé, 517 video résumé, 516 Word file, 517–518 work experience, skills, and accomplishments, 512–513 writing, 507–513 retweeting, 198 review sections, 382 revision, 84, 145–160 checklist, 158 customer letter, sample, 146f, 147f editing for clarity, 153–155, 154t editing for conciseness, 155–157, 156–157t first draft, evaluating, 145–149 presentation slides, 476 proposals, 416–417 readability, improvement of, 149–153 reports, 416–417 résumé, 514 technology to revise, 157–160, 158f, 476 work of others, 148–149 revision marks, 157, 158f richness, 94–96, 95f Robert’s Rules of Order, 45 robot surrogates, 13f roles, 37–38, 67 rollback, 43 routine information, 226–227 routine messages, 102 negative messages, 257–264 replies See routine replies requests See routine requests routine replies claims and requests for adjustments, granting, 221–225, 224f examples of, 220–227 recommendations, 225–226, 226f requests for information and action, answering, 220–221, 221f sharing routine information, 226–227 strategy for, 217–220 routine requests checklist, 213 close, 212–213 examples of, 214–217 making claims, 216–217, 218f refusing, 258–260, 259f, 260f requests for action, 214, 215f, 220, 297–299, 298f requests for adjustment, 216–217 requests for information, 214, 220–221, 221f requests for recommendations, 214–216, 216f strategy for, 211–213, 212f RSS newsfeeds, 191, 197, 309 rules, 45 rumour mill, 10–11 rumours, responding to, 268 S safety needs, 287t salary discussions, 548 salary requirements, 533 sales messages, 300 see also marketing and sales messages sales proposals, 357 salutation, 564, 565–566t sample, 341 sandbox, 385 sans serif typefaces, 162, 162t saving face, 68 scannable résumé, 517 scope, 100–101, 196, 373, 378, 461 screencasts, 184, 459 screening stage, 535 search engine optimization, 337 search engines, 337, 338t search tips, 339 second-page heading, 567–569 secondary audience, 86 secondary research, 330, 335–340 security, 168 security needs, 24, 287t segmented bar chart, 394, 395f selection stage, 535 selective listening, 52 selective misquoting, 24 selective perception, 15 self-actualization, 287t self-directed teams, 35 self-managed teams, 35 self-oriented roles, 37–38, 38t selling points, 301–302, 303f sender, 2, sensory memory, 18 sentence structure, 154t, 155 sentences in coherent paragraphs, 133–134 effective, 131–133 hedging, 153, 154t key thoughts, emphasis of, 132–133 length of, 150 overly long, 153, 154t types of, 131–132 sentiment analysis, 180–181 sequence, 346 serif typefaces, 162, 162t shared experience, 15f shared workspaces, 43, 43f short messaging service (SMS), 189 short-term memory, 18 sidebars, 402 signature block, 567 simple sentence, 131 simplicity, 161, 388–389, 461–462, 470, 473 simplified format, 569, 572f sincerity, 121–122 singular bar chart, 394, 394f situational analysis See analysis of situation situational interview, 536 19/12/17 6:35 PM www.freebookslides.com SUBJECT INDEX 609 skills communication, 492 computer and electronic media, 492 decision-making, 492 Employability Skills 2000+ chart, 5, 6f employer expectations, 4–7, 6f, 491–492 interpersonal, 492 in résumé, 512–513 team, 492 skills résumé, 505 slander, 28 slang, 75 slide builds, 475 slide master, 475 slide sorter view, 476 slide transitions, 475 slideuments, 399 small business growth, 490 social bookmarking buttons, 229 social bookmarking sites, 176, 185, 197, 339 social change, 144–145 social commerce, 307 social communication model, 21–23, 22f social customs, 71t social differences, 67–68 social loafers, 37 social media, 22 see also electronic media community participation sites, 176, 184–185, 184t, 185 community Q&A sites, 176, 185 compositional modes, 177–179, 183 content creation for, 179–180 criticism, responding to, 268 hub, 183, 192 news releases, 229 in presentation process, 482 promotional messages, 307–308 rumours, responding to, 268 social networking recommendation requests, refusing, 270 social networking sites, 176, 180–183 tips for using, 195 transparency, 24–25, 180 user-generated content (UGC), 176, 184–185 value, enhancing, 1–2 social media release, 229 social media résumé, 516, 518–519 social networking technologies, 43–44, 181t social networks, 176, 180–183, 270, 519 social tagging sites, 176, 338t, 339 solicited application letter, 529–530, 530f, 532t solicited proposals, 357, 379–380f, 441–444f solution, 36, 378 source notes, 579 sources, 373 documenting See documentation of sources evaluating, 330–331 identifying, 291 space, 54, 68 speaking, 5, 76 speaking outline, 464 special effects, 475–476 special symbols, 561 specialty search engines, 337 specialty typefaces, 162t specific purpose, 85 specific request, 211 spell-checker, 158–159 spelling, spim, 190 stacked bar charts, 394 stakeholders, 2–3 standards of etiquette, 116 Z05_THIL0824_06_SE_SIDX.indd 609 standards of grammar and spelling, “StarStar numbers”, 189 statement of purpose, 322–323, 323t statement of qualifications, 378–379 statistical resources, 335 statistics, 336t status, 67 status updates, 179 stealth marketing, 25 stereotyping, 65–66 storming, 39 storyteller’s tour, 100 strategies persuasive business messages, 292–297 positive messages, 217–220 routine replies, 217–220 routine requests, 211–213, 212f social networks, 182–183 win-win strategy, 40 stress interview, 537 structured interview, 536 structured slides, 470–471, 470f, 471t style, 123–127, 148 style sets, 136, 164 style sheets, 136, 164 style-checker, 160 subheadings, 152–153 subject line, 186, 567 suggestions, rejecting, 258 summaries (electronic media), 178, 178f summarizing, 333–334, 334t summary, 134, 438 supplementary parts, 417f, 438–439 support sentences, 133–134 surface chart, 393–394, 394f surveys, 341–343, 342f, 343f synopsis, 436, 440 T table of contents, 136, 421f, 434–436 tables, 165, 392–393, 393f, 473–474 tagging, 197 Talk Like TED (Gallo), 467 task-facilitating roles, 38, 38t task forces, 35–36 team skills, 492 Team Space system, 49, 49f team-maintenance roles, 38, 38t teams, 35 advantages and disadvantages, 35–36 brainstorming, 39 characteristics of high performing, 37 collaborating on communication efforts, 41–44 communication, 192, 193 conflict, 39 conflict resolution, 39–40 emergence, 39 evolution of, 38–39 group development phases, 38–39, 38f group dynamics, 37–41 meetings, productive, 44–50 orientation, 38–39 performance, improving, 35–41 reinforcement, 39 social networking technologies, 43–44 team roles, 37–38, 38t types of, 35–36 virtual, 36, 48, 490 teamwork, 12–13, 34–35 see also teams teasers, 179 technical documents, 149 technical skills, 163 technology and business communication, 5, 21–24 collaborative writing, 42–43 to compose messages, 136 meeting technologies, 48–50 pervasiveness of, 13 to produce your message, 164–165 productive use of technological tools, 23 reports and proposals, 383–384 to revise your message, 157–160, 158f social communication model, 21–23, 22f social networks, 43–44 virtual communities, 43–44 teleconferencing, 48 telephone interview, 537 telepresence technologies, 13f, 48, 49f templates, 136, 164, 383, 401 termination messages, 273 text formal proposals, 439f, 440–441 formal report, 417f, 437–438 integration with visuals, 402–403 text boxes, 165 text messaging, 176, 189–191 thank-you message, 549–550, 550f themes, 136, 164 “there are” starter, 156, 157t thesaurus, 159 three-step writing process, 83–84, 83f see also completing business messages; planning business messages; writing business messages blogging, 195–197 email, 186–188 instant messaging, 190–191 negative messages, 246–249 persuasive messages, 286–292 podcasting, 199 presentations, 458f proposals, 321–328, 368f reports, 321–328, 368f, 416f résumé, 502f understanding, 83–84 thumbs up sign, 68f time cultural differences, 68 distribution of message, 86, 168 of meetings, 44–45 multimedia documents, creation of, 163 in nonverbal communication, 54 optimizing, 84, 483 time extension, 551, 551f time management, 492 time perspective, 381 time sequence, 134 title, 403 title fly, 433 title page, 419f, 433 title slides, 476 tone, 123–125, 123t, 148, 211, 369, 370f topic, 99, 100t, 193 topic sentence, 133, 332 topical organization, 346 touch, 54 touching, 68 trade journals, 335 trade show, 500 trademarks, 336t traditional news media, 194, 308 traditional printed résumé, 517 transcribe (recording), 344 transitions, 73, 134–135, 381, 467 translation software, 76–77 translators, 76–77 transmittal letter See letter of transmittal transparency, 24–25, 28, 180, 307–308 19/12/17 6:35 PM www.freebookslides.com 610 SUBJECT INDEX trends, 333 troubleshooting reports, 351 tutorials, 179 twebinars, 459 + = approach, 353–354, 354–355f two-letter mailing abbreviations, 574t type size, 163 type style, 162–163, 475 typeface, 162, 162t, 475, 515 U understanding, 40, 287t unnecessary words and phrases, 155, 156t unpredictability, 490 unsolicited application letter, 529–530, 532t unsolicited bulk email, 309 unsolicited proposals, 357 unstructured interview, 536 upward flow, urgency, 96 U.S two-letter mailing abbreviations, 574t usage, 127 user authentication, 190 user-generated content (UGC) sites, 176, 184–185 V validity, 341 values, and culture, 71t venue, 44–45, 479 verification, 331 vidcasts, 176 video, 176–177, 184, 401 video interview, 537 video résumé, 516 video search engines and directories, 338t videoconferencing, 13f, 48 viewpoints, other, 88 viral marketing, 194 virtual communities, 43–44 virtual meetings, 48–50, 49f virtual organization, 12, 490 virtual teams, 36, 48, 490 virtual whiteboards, 49 visual aids, 106t visual design principles, 386–389, 387f visual literacy, 386 visual media, 92–93, 93f, 94, 95t visual parallelism, 387 visuals (presentations), 468, 469–476 animation, 475–476 backup plan, 478 charts and tables, 473–474 checklist, 478 “death by PowerPoint”, 469 design elements, selecting, 474–475 designing effective slides, 471–476 electronic presentations, 469–470 handouts, 476–478 key visual, 471–472, 472f old-school technologies, 469 readable content, 472–473, 473f slides, finalizing, 476, 477f slideuments, 390 special effects, 475–476 Z05_THIL0824_06_SE_SIDX.indd 610 structured vs free-form slides, 470–471, 470f, 471t visuals (reports and proposals), 386–405 accuracy, 404 animation and video, 401 balancing illustrations and words, 402 bar chart, 391, 394, 394–396f caption, 403 checklist, 404 creating, 401, 404 data presentation, 392–401 data visualization, 396–397, 397f diagrams, 399–400 documentation, 404–405 drawings, 399–400 ethics of visual communication, 389, 404 flowchart, 398, 398f honesty, 405 identifying points to illustrate, 389–390 infographics, 399–400 information, concepts and ideas, presenting, 397 integration with text, 402–403 legend, 403 line chart, 391, 393, 393f maps and geographic information systems, 398, 399f organization chart, 104, 105f, 398, 399f photographs, 399–400 pie chart, 394–396, 396f placement of, 403 referencing visuals, 402–403 selecting type of, 390–401, 391f surface chart, 393–394, 394f tables, 392–393, 393f title, 403 verifying quality and integrity of, 404–405 visual design principles, 386–389, 387f visual symbolism, 386 when to use, 390t vocal characteristics, 54 vodcasts, 176 voice over IP (VoIP), 94 voice recognition, 94 voice synthesis, 94 W warm-up, 546 Web 2.0, 22–23, 43, 331 Web Accessibility Initiative, 299 web directories, 337, 338t webcasts, 459, 460f webinars, 469 website content, 349–350, 384 whistleblowing, 256 white papers, 345 white space, 161 wiki, 42, 385–386 win-win strategy, 40 word choice, 73, 127–130, 130f, 249t word-of-mouth communication, 179 word-of-mouth marketing, 194 wordy phrases, 156t work experience, 512–513 work plan, 323–324, 325f, 378 work products, 495 workflow, 42 workforce diversity, 11–12, 62–63 see also diversity working interview, 536 works cited, 432f, 438 World Factbook (CIA), 72 writer’s block, 128 writing clearly, 72–75 collaborative, 41–43 group, 41 high-quality, optimization of time, 84 writing business messages, 83, 84 see also three-step writing process adapt to your audience See adapt to your audience checklist, 137 composing your message See composing your message email messages, 186–187, 187f, 188t instant messages, 190–191 negative messages, 248–249, 249t persuasive messages, 290–291 producing your message, 160–166 technology, use of, 136 writer’s block, 128 writing presentations, 465–469 writing reports and proposals, 368–384 adapting to your audience, 368–369 body of proposal, 371–372, 378–380, 440–441 body of report, 371–372, 375, 437 checklist, 383 close of proposal, 372, 380, 441 close of report, 372, 375–377, 376f, 438 drafting proposal content, 377–381 drafting report content, 369–372 effectiveness of report, 372–377 headings, 381, 382f helping readers find their way, 381–382 introduction of proposal, 370–371, 378, 440 introduction of report, 370–371, 373–375, 437 technology, use of, 383–384 time perspective, 381 tone, 369, 370f visuals See visuals (reports and proposals) website content, 384 wikis, collaboration on, 385–386 writing a résumé, 507–513 written communication, 72–75, 73f written media, 92, 94, 95t X xenophobia, 65 Y yardstick approach, 354–357, 356f “you” attitude, 115–116, 290, 308, 309, 368, 377 19/12/17 6:35 PM ... contemporary business issues as they put their skills to use in a variety of media, including blogging and podcasting Why This Edition? Business communications continue to evolve in response to changes in. .. Making Your Meetings More Productive 44 Preparing for Meetings 44 Leading and Participating in Meetings 45 ✔Checklist Improving Face-to-Face and Virtual Meeting Productivity 48 Using Meeting... Adapting the Three-Step Process for Successful Blogging 195 Microblogging 197 ✔CHECKLIST BLOGGING FOR BUSINESS? ?? 198 Podcasting 198 Understanding the Business Applications of Podcasting 198 Adapting