Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 GUFFEY & LOEWY Business Communication Process & Product 9th Edition Mary Ellen Guffey Professor Emerita of Business Los Angeles Pierce College Dana Loewy Business Communication Program California State University, Fullerton Australia • Brazil • Mexico • Singapore • United Kingdom • United States Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 Business Communication: Process & Product, 9th Edition Mary Ellen Guffey, Dana Loewy Vice President, General Manager, Social Science & Qualitative Business: Erin Joyner Product Director: Jason Fremder Product Manager: Heather Mooney Content Development Manager: John Rich Product Assistant: Allie Janneck â 2018, 2015 Cengage Learningđ ALL RIGHTS RESERVED No part of this work covered by the copyright herein may be reproduced or distributed in any form or by any means, except as permitted by U.S copyright law, without the prior written permission of the copyright owner For product information and technology assistance, contact us at Cengage Learning Customer & Sales Support, 1-800-354-9706 For permission to use material from this text or product, submit all requests online at www.cengage.com/permissions Further permissions questions can be emailed to Marketing Manager: Charisse Darin permissionrequest@cengage.com Content Project Manager: Megan Guiliani Manufacturing Planner: Ron Montgomery Production Service: Cenveo Publisher Services Sr Art Director: Bethany Casey Unless otherwise noted all items © Cengage Learning Library of Congress Control Number: 2016958170 ISBN: 978-1-305-95796-1 Internal & Cover Designer: Tippy McIntosh Cengage Learning Cover Image: Donald Iain Smith/Blend Images/Getty Images 20 Channel Center Street Boston, MA 02210 Intellectual Property USA Analyst: Diane Garrity Project Manager: Sarah Shainwald Vector, Chapter Opener: A-R-T/Shutterstock.com Cengage Learning is a leading provider of customized learning solutions with employees residing in nearly 40 different countries and sales in more than 125 countries around the world Find your local representative at www.cengage.com Zooming In Photo:Yeamake/Shutterstock.com Career Coach Photo: wavebreakmedia/ Shutterstock.com Cengage Learning products are represented in Canada by Nelson Education, Ltd To learn more about Cengage Learning Solutions, visit www.cengage.com Purchase any of our products at your local college store or at our preferred online store www.cengagebrain.com Printed in the United States of America Print Number: 01 Print Year: 2016 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 Business Communication: Process & Product 9e Dr Mary Ellen Guffey Dr Dana Loewy Emerita Professor of Business Business Communication Program Los Angeles Pierce College California State University, Fullerton m.e.guffey@cox.net dloewy@fullerton.edu Dear Business Communication Student: Photographer: Barbara D’Allessandro The Ninth Edition of Business Communication: Process & Product prepares you for a career in a complex mobile, social, and global workplace To help you successfully navigate this vast networked environment, we have substantially revised our awardwinning book You will learn how social media networks and mobile technology function in the workplace and how you can strengthen your professional communication and critical thinking skills All of the features that have made this award-winning textbook so successful for nearly three decades have been updated in this edition In addition to solid instruction in writing skills, which employers continue to demand, the Ninth Edition brings you numerous learning resources, a few of which are highlighted here: Dana Loewy and Mary Ellen Guffey ▪ MindTap This multimedia learning experience provides chapter quizzes, downloadable documents to revise, flashcards, and unparalleled resources to achieve success in the course ▪ “How-To” videos Helping you develop expert writing techniques, chapter how-to videos explain and illustrate many Ninth Edition concepts and model documents including bad-news, claim, adjustment, persuasive, and sales messages These chapter-based videos build skills and develop confidence for both face-to-face and remote learners ▪ Integrated digital technologies The professional use of social media networks and mobile technology requires that you know best practices This edition provides the latest advice to guide you in using these digital technologies safely and effectively in the workplace You’ll find best practices for texting, instant messaging, blogging, collaborating with wikis, and networking with social media in business today ▪ Latest trends in job searching Chapter 15 presents the most current trends, technologies, and practices affecting the job search, résumés, and cover letters in this digital age You will learn how to build a personal brand, how to network, and how to write customized résumés plus create an effective LinkedIn profile ▪ Hottest trends in job interviewing Chapter 16 provides countless tips on how to interview successfully in today’s highly competitive job market, including one-way and two-way video interviewing ▪ Etiquette IQ New communication platforms and casual workplace environments have blurred the lines of appropriateness, leaving workers wondering how to behave on the job This edition delivers up-to-date guidance on acceptable workplace attire, professional behavior, and business etiquette for today’s mobile and social workplace Each chapter also provides a “Test Your Etiquette IQ” quiz with authentic questions and answers We wish you well in your course! As always, we welcome your comments and suggestions as you use the No business communication book in this country and abroad Cordially, Mary Ellen Guffey and Dana Loewy Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 BUSINESS COMMUNICATION: PROCESS & PRODUCT, 9E This book and this course may well be the most important in your entire college curriculum! Why? This book and your course equip you with the skills you will most need in today’s fast-paced information- and data-driven workplace MEETING EMPLOYER EXPECTATIONS Survey after survey reveals that employers are seeking new hires with these key skills: •  Written and oral communication skills •  Critical thinking and analytical reasoning •  Ethical decision making •  Teamwork skills • Professionalism Figure 2.13 The Six Dimensions of Professional Behavior Promptness Giving and accepting criticism graciously Apologizing for errors Dining etiquette Good hygiene and grooming Attractive business attire Sincerity Helpfulness Showing up prepared Delivering highquality work Courtesy Respect Collegiality Sharing Reliability Diligence Appearance Appeal Tolerance Tact Honesty Ethics Truthfulness Honoring commitments and keeping promises Consistent performance • Fair treatment of others Self-control Dependability • Ability to compromise Respecting others Fair competition Empathy Be selective in sharing personal information Avoid talking about health concerns, personal relationships, or finances in the office Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 Don’t put people down If you have a reputation for criticizing people, your coworkers BUSINESS COMMUNICATION: PROCESS & PRODUCT, 9E No other college course gives you training in all of these skills at once! Business Communication: Process and Product, 9e, covers the following topics you will find indispensable in the digital-age workplace: • Expert writing techniques geared to developing your writing skills plus interactive Documents for Analysis, authentic model documents, and engaging activities in which you apply your skills • Presentation skills featuring contemporary examples including coverage of smartphone best practices to prepare you for the realities of workplace communication and technology • Critical thinking questions and activities in every chapter to stimulate and develop skills • Ethics Checks in addition to guidance and tools provided through discussion questions and ethical dilemma scenarios • Teamwork skills with a heavy emphasis on professionalism and etiquette in the workplace so that you will know how to meet employer expectations • Two employment chapters that present the latest trends in job searching, interviewing, and résumé writing, along with current, effective résumé models, tips for mobile devices and apps, and LinkedIn advice and illustrations • Test Your Etiquette IQ, a recurring feature in each chapter, designed to shine a light on often blurry ideas about appropriateness and professionalism in the workplace PREMIUM ONLINE RESOURCES • MindTap, Your Personalized, Fully Online Digital Learning Platform This comprehensive learning platform guides you through readings, multimedia tools, and chapter-specific activities that increase learner involvement and produce significant learning outcomes By being interactive, MindTap makes learning enjoyable and playful You can deepen your understanding of business communication concepts at your own pace • Aplia Homework Aplia helps you comprehend and remember chapter concepts in an engaging interactive format You know immediately how well you are doing with immediate feedback on each problem set You may even be able to repeat exercises to improve your score • Grammar Review Grammar review exercises provide you with engaging online practice, covering key grammar concepts with interactive exercises that you can finish in your own time Your unique needs are addressed through diagnostic assessments, pinpointing your areas of strength and potential remediation needs A large and randomized pool of questions provides multiple opportunities to master each concept Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 BUSINESS COMMUNICATION: PROCESS & PRODUCT, 9E Even in more traditional offices, employees work in open-plan spaces with flexible workstations, shared conference rooms, and boomerang-shaped desks that save space and discourage territorial behavior while encouraging casual interactions as well as spontaneous collaborations • How-To Videos Appealing to visual learners, this edition provides about 32 short vid- eos that explain and illustrate many Ninth Edition concepts and model documents inLEARNING Information Flow andclaim Media Choices cluding positive, bad-news, adjustment, persuasive, and sales messages OUTCOMEThese videos are especially helpful to distance learners who are not able to benefit from Examine critically the in Today’s Workplace in-class lectures internal and external You may want to connect with friends and family for a specific reason or just for fun flow of communication • Study Tools However, businesspeople almost always communicate strategically—that is, purposefully, in organizations through hoping to achieve particular outcome Business functions canslides be summa◆ PaowerPoint Lectures Ourcommunication totally new PowerPoint for the Ninth Edition reformal and informal rized in three simple categories: to inform,and (b) tohighlight persuade, and/or (c) to promote view chapter(a)concepts important points goodwill with contemporary, colorfulthe channels, explain Most business messages of these functions as their purpose Informing or sharing images,have andone just enough animation importance of effective information is perhaps the most common communication function in all organizations media choices, at the Companion Website enable you to and test today On the ◆  jobInteractive you will have chapter a dizzying quizzes array of media to Student help you share information and understand how to your knowledge of concepts with immediate feedback stay connected both internally and externally You will need to know which medium is most overcome typical suitable to accomplish your goal andcan be able to with distinguish between formal and and informal ◆ Flashcards You study existing flashcards make your barriers own to organizational channels communication SOCIAL MEDIA NETWORKS AND MOBILE TECHNOLOGY The Networked inand a Dana Loewy understand social and mobile! The Trusted authorsWorkplace Mary Ellen Guffey authors address workplace Hyperconnected World use of social media and communication technology in a chapter solely dedicated to bestcoupled practices thehierarchies job Because Social media and other information technology withon flatter have these greatlyskills are fundamental in the contemporary world of work, social media and communication technology are changed the way people communicate internally and externally at work One major shift is away integrated in each chapter from one-sided, slow forms of communication such as hard-copy memos and letters to interactive, instant, less paper-based communication Speeding up the flow of communication in Every chapter influence of communication technology on organizations are e-mail, instantreflects messagingthe (IM),pervasive texting, blogging, and interacting with social business writing This state-of-the-art coverage makes it clear that writing is more media such as Facebook, Twitter, and LinkedIn Figure 1.8 shows a side-by-side comparison important than ever in the digital world Careers are made or thwarted based on one’s between the traditional one-directional business communication model and today’s hypercononline digital persona nected, many-to-many social media communication model Figure 1.8 Traditional vs Social Media Communication Between Businesses and Customers Customers Traditional communication is fleeting and opaque, one-directional from company to customer and customer to company, one-to-many or many-to-one bidirectional/ social marketing / PR support/service Customers TV, phone, mail, etc Traditional Channels Twitter, Facebook, etc Social Channels Businesses Businesses Social media communication is persistent and transparent, bidirectional, many-to-many Chapter Business Communication in the Digital Age Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 19 BUSINESS COMMUNICATION: PROCESS & PRODUCT, 9E • New digital model documents throughout illustrate how social media networks are shaping today’s communication and will help you understand professional social media applications • New activities, identified with the Social Media and Communication Technology icon, reflect the preeminence of writing in the digital workplace and prompt you to develop your professional social networking skills SOCIAL NETWORKS VS OTHER U.S WORKERS: COMPARING ATTITUDES TOWARDS QUESTIONABLE BEHAVIOR Active Social Networkers Do you feel it is acceptable to…? 59% “Friend” a client/customer on a social network Other U.S Workers 28% Blog or tweet negatively about your company or colleagues 42% 6% Buy personal items with your company credit card as long as you pay it back 42% 8% Do a little less work to compensate for cuts in benefits or pay Keep a copy of confidential work documents in case you need them in your next job Take a copy of work software home and use it on your personal computer Upload vacation pictures to the company network or server so you can share them with co-workers Use social networking to find out what my company’s competitors are doing 51% 50% 46% 50% 10% 15% 7% 17% 54% 30% Source: National Business Ethics Survey, Social Media Week.105 1.11 Ethical Dilemmas: Applying Tools for Doing the Right Thing (L.O 5) Ethics Team As a business communicator, you may face various ethical dilemmas in your career Many factors can determine your choice of an action to take YOUR TASK Study the seven dilemmas appearing on page 28 Select four of them and apply the tools for doing the right thing in Figure 1.15 on page 31 choosing an appropriate action In a memo to your instructor or in a team discussion, explain the action you would take for each dilemma Analyze your response to each question (Is the action you are considering legal? How would you see the problem if you were on the opposite side? and so forth) Test Your Etiquette IQ New communication platforms and casual workplace environments have blurred the lines of appropriateness, leaving workers wondering how to navigate uncharted waters Indicate whether the following statements are true or false Then see if you agree with the Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part responses on p R-1 WCN 02-200-203 BUSINESS COMMUNICATION: PROCESS & PRODUCT, 9E Nordstrom: A Fabulous Shopping Experience Goes Social Yeamake/Shutterstock.com Opening scenarios in each chapter illustrate social media and technology use, teamwork, meetings, persuasion, and more by companies that you know and interact with, such as Starbucks, Lyft, Walmart, Taco Bell, Sony, Royal Caribbean, olloclip, Pew Research, and JetBlue Zooming In Nordstrom’s customer service is legendary Like no other, the upscale fashion retailer empowers its employees to make their own decisions to best serve customers Consider the Anchorage location once accepting returned tires that the retailer doesn’t even sell Another true story relates that an employee raced to deliver a scatterbrained customer’s forgotten baggage to the airport prior to her departure Both anecdotes exemplify the century-old company’s motto: to provide a fabulous customer experience by empowering customers and the employees who serve them But Nordstrom’s fabled devotion to customer service extends strategically into the virtual world to meet customers where they are The retailer has invested heavily in technology; for example, to integrate its inventory management system with its website and the Nordstrom app—always with the clear purpose to enhance the customer experience As a result, the company’s online and offline worlds are seamlessly linked, and customers can find what they want in one place Salespeople can track customer requests and needs online This persistent effort to integrate digital capabilities has paid off Nordstrom’s revenue has grown by more than 50 percent in the last five years.1 Its shares have jumped 120 percent.2 A strong social media engagement is key to Nordstrom’s strategy to provide superb service and to drive traffic to its e-commerce site As one of America’s most connected companies,3 it relies on crowdsourcing to learn which items to stock, and it responds rapidly to queries, in Spanish when needed At currently 3.2 million likes, Nordstrom is a strong presence on Facebook Pinterest, the popular online bulletin board, is a particular success story for early-adopter Nordstrom, which currently has some 4.4 million followers.4 With such public engagement, it’s not surprising that Nordstrom has clearly defined social media use guidelines Approved employees may connect with customers during working hours and even after hours, if allowed They are admonished to use good judgment and abide by all corporate policies They are told to be respectful, responsible, and ethical Furthermore, Nordstrom’s social media policy forbids the sharing of confidential corporate information as well as employees’ and customers’ private and personal information Conflicts of interest are to be avoided, and compensated endorsements must be disclosed The policy ends with this cheerful invitation: “Above all, remember to have fun and be yourself!”5 Nordstrom’s digital strategy is making the company highly competitive You will learn more about Nordstrom and be asked to complete a relevant task at the end of this chapter Communicating in the Digital World What kind of workplace will you enter when you graduate, and which skills will you need to be successful in it? Expect a fast-paced, competitive, and highly connected digital environment Communication technology provides unmatched mobility and connects individuals anytime and anywhere in the world Today’s communicators interact using multiple electronic devices and access information stored in remote locations, in the cloud This mobility and instant access explain why increasing numbers of workers must be available practically around the clock and respond quickly Nordstrom and other technology-savvy businesses have recognized the power of social media networks and seek to engage their customers and other stakeholders where they meet online Communication no longer flows one way; rather, electronic media have empowered the public to participate and be heard In this increasingly complex, networked, and mobile environment, communication skills matter more than ever.6 Such skills are particularly significant when competition is keen Job candidates with exceptional communication skills immediately stand out In this chapter you will learn about communication skills in the digital era and about the contemporary world of work Later you will study tools to help you negotiate ethical minefields and the right thing Each section covers the latest information about communicating in business while also providing tips to help you function effectively and ethically in today’s fast-paced, information-driven workplace Chapter Business Communication in the Digital Age Critical Thinking • • • After reading this case study, can you put into perspective the suggestion “have fun and be yourself”? What exactly does this invitation mean? Why does Nordstrom allow only certain employees to connect online with customers and other members of the public? Why social media guidelines emphasize ethical behavior and ethical communication? LEARNING OUTCOME Explain how communication skills fuel career success, and understand why writing skills are vital in a digital, mobile, and social-mediadriven workplace Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 BK-CHE-GUFFEY_BCPP_9E-160013-Chp01.indd 10/12/16 5:07 PM Brief Contents Unit Communication Foundations 1 Business Communication in the Digital Age 2 Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills 42 Intercultural Communication 84 Unit The Writing Process in the Digital Era 125 Planning Business Messages 126 Organizing and Drafting Business Messages 158 Revising Business Messages 186 Unit Workplace Communication 213 10 Short Workplace Messages and Digital Media 214 Positive Messages 252 Negative Messages 294  Persuasive and Sales Messages 338 Unit Reports, Proposals, and Presentations 387 11 12 13 14 Reporting in the Digital Age Workplace 388 Informal Business Reports 436 Proposals, Business Plans, and Formal Business Reports 482 Business Presentations 520 Unit Employment Communication 563 15 The Job Search, Résumés, and Cover Letters in the Digital Age 564 16 Interviewing and Following Up 612 Appendixes A B C D Document Format Guide A-1   Documentation Formats B-1   Correction Symbols and Proofreading Marks C-1    Grammar and Mechanics Guide D-1 End Matter Key to Grammar and Mechanics Key-1 Etiquette IQ Responses R-1 Glossary (Available online only at www.cengagebrain.com) Index I-1 Brief Contents Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203  ix Index Italic page numbers indicated illustrative information in figures Numbers 3D presentations, 532–533 3-x-3 writing process, 132–135 applying to sales messages, 357–358 business writing goals, defining, 132–133 drafting, 134 for multimedia presentations, 534–535 for negative messages, 297–298 pacing of, 135 for persuasive messages, 343–346 prewriting, 134 for reports, 397–402 analyzing problem and purpose, 398–399 anticipating audience and issues, 399–400 preparing work plan, 400–402 revising, 134–135 24/7/365 availability, 14 A abbreviations, 102 ABI/INFORM Complete (ProQuest) database, 403 abstracts, in formal proposals, 488–489 abusive language, 298 academic courses, capitalization of, D-14 academic documentation, for reports, 412–413 accomplishments, exaggerating on résumés, 589 Accountemps website, 571 acronyms, 102 action, motivating to in persuasive messages, 367 in sales messages, 362–363 action verbs in intercultural environments, 102 in résumés, 580–581 active voice, 171, 181 activities, in résumés, 581–582 activity (periodic) reports, 453–455, 472 Adams, S., 193, 583 Adamson, A., 86 addresses on business letters, A-4 comma use with, D-9 adjectives, D-7 adjustment messages, 268–273 activities, 288–289 confidence in closing, 273 deciding whether to apologize, 272 explaining compliance in body of, 270–272 revealing good news up front, 269–270 sensitive language, 272 Adobe Systems, 222 Advance Healthcare Network website, 571 adverbs, D-7 advertising false, 129, 165 puffery in, 363, 379 Aeropostale, 224 African Americans in workplace, 16, 17 age biased language, 144 agenda for meetings, 52–53, 54 for phone calls, 549 AIDA strategy for persuasive messages, 345, 346, 353, 359 alignment of text, 196–197 ambiguous expressions, 101, 117 ambiguous questions, in surveys, 409 American Psychological Association (APA) format, 497, 499–508, B-1–3 analogies, in presentations, 530 analytical reports, 390, 473 analytical reports, short, 459–481 feasibility reports, 460–463, 474, 476–477 justification/recommendation reports, 459–460, 475–476 direct strategy, 459–460 indirect strategy, 460 yardstick reports, 464, 464–468, 465, 466, 474–475, 477–479 -ance words, 195 anchoring, 162 Anderson, D., 225 Anderson-Williams, R., 534 Android devices, 12, 20 anecdotes, in presentations, 530 animations, in presentations, 536 annual reports, activities, 427 antecedents, pronouns referring to, D-7 antibribery laws, 105–107 anticheating software, 413 anytime, anywhere availability, 14 APA (American Psychological Association) format, 497, 499–508, B-1–3 apologies ethics and, 306 in negative messages, 304–306 in presentations, 543 apostrophes, D-12 appearance of business documents, 66 personal, 66–68, 526, 530, 542 appendices in business plans, 493 in proposals, 489 in reports, 497, 509 applicant tracking systems (ATS), 566, 576, 590 applicants for jobs, turning down, 323–325 appreciation, expressing, 70, 289 apps, 12 area (segmented line) charts, 421 arithmetic average (mean), 440 Armstrong, Tim, 21 Asher, D., 572 Ashton, R., 459 Asians in workplace, 16, 17 Asia-Pacific Economic Cooperation (APEC) summit, 101 associate’s degree, 10 Association of American Colleges and Universities (AACU), Association of Government Accountants (AGA), 452 ATS (applicant tracking systems), 566, 576, 590 attachments, to e-mail, 220, 239, A-2 attention, rapid shifting of, 131 attention, gaining at presentations, 525 using persuasive messages, 346–347 using sales messages, 359–360 attention line, on business letters, A-4 audience of presentations, 523–524 attention of, capturing, 525 rapport with, establishing, 528–531 audience of written communication, 135–138 adapting to, 138–146 benefits, spotlighting, 140 bias-free language, 144–145 conversational but professional, 141–142 courtesy, 143–144 overview, 138–139 plain language and familiar words, 145 positive instead of negative, 142–143 precise, vigorous words, 145–146 “you” view, 140–141 anticipating and profiling, 136–137 channel selection based on, 137–138 purpose, determining, 135–136 audit reports, 390 authenticity, 342 authority, 341, 353 authorization of formal reports, 496 of proposals, 488, 490 availability, anytime, anywhere, 14 awards, in résumés, 581–582 B bachelor’s degree, 10 backchannel communication, 21 background in formal reports, 496 in presentations, 540 backup copies, 498 bad news within organizations, 319–325 activities, 333–334 announcing to employees and public, 321–322 delivering in person, 319 refusing workplace requests, 319–321 saying no to job applicants, 323–325 badges, 13 Balter, D., 400 bar charts, in reports, 418, 419, 431–432 Barker, J., D-14 Barry, J., 343–346 Bay, M., 541 Bazerman, M H., 30 Bcc (blind carbon copy), 216, A-1 Beamer, L., 97 Becker S J., 298 Beech, P., D-14 Belmont, B., 264 benefits in persuasive messages, 347 in written communication, 140 Bernstein, E., 268 Berry, T., 491 Best Buy Blogger Network, microblogging, 232 best case/worst case, organizing presentations by, 528 Bezos, J., 136 bias-free language, in written communication, 144–145, 152–153 bibliography, 407 big boards, using to search open job market, 570 Bill, W., 438 Bishop, S., 237 Blake, G., 300 blame, 101 Blanchard, D., 351 blank screens, for presentations, 543 blind carbon copy (Bcc), 216, A-1 block style, 256, A-3, A-5–6 blogs, 231–236 activities, 245–246 best practices, 234–236 best use of, 138 body of, 234 calls to action in, 235 editing, 235 microblogging, 13, 100 opening paragraphs of, 234 overview, 231 proofreading, 235 purposes of, 232–234 responding to posts, 235–236 IndexI-1 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 titles of, 234 use of, 11, 13 visuals in, 235 vs term papers, 154–155 blueprint slide, in presentations, 536 body of blogs, 234 of business letters, A-4 of e-mail, 218, 222 of formal reports, 496–497, 509 of informational reports, 457 of presentations, organizing, 525–528 body art, 67, 77–78 body language, 64–65, 77 Boeckmann, A., 105 bold typeface, 197 Bonaparte, N., 417 Booher, D., 165, 524 bookmarking favorites, on web, 407 books, for report research, 403 boss, persuasive messages to, 354–357 boss-less self-management, 353 Bousis, G., 301 Boykiv, Y., 109 brainstorming, 162, 183–184 brainwriting, 162 brand ambassadors, 261 branding, social media and, 361 breathing, during presentations, 542 bribery, 105–107, 117–118 Bridger, R., 485, 488 bring your own devices (BYOD) programs, 18 Brogan, C., 235 Bruett, Karen, budget section, of proposal, 488, 490 buffers for negative messages, 309 opening indirect messages with, 303–304 Buffett, W., 26, 65, 193 bulleted lists, 198 exercise, 208 in presentations, 533–534 in résumés, 579–580 bullying, 351 buried verbs, 195, 203, 207–208 business cards, 576 business documents See documents business letters, formats of, A-2–8 envelopes, A-6–8 letter and punctuation styles, A-5–6 parts of, A-2–5 Business Plan Pro, 490, 491, 493 business plans, 490–493 activities, 513–514 appendixes, 493 ethics in, 493 executive summary, 491–492 financial analysis, 493 letter of transmittal, 491 market analysis, 493 mission statement, 491 operations and management, 493 product or service description, 492 samples of on web, 493 table of contents and company description, 492 topics for, 516 business titles, capitalization of, D-14 buzzwords, 195, 207 BYOD (bring your own devices) programs, 18 bypassing, 130 C Cahill, G., 295 calendars, digital, 52 calls to action, in blogs, 235 Cambridge Publishers, D-14 Campbell, C., 263 Canto, L., 485 capabilities, in résumés, 581 Caperton, Gaston, capitalization, 450, D-14–15 captions, in graphs, 423 card catalogs, 403 career See also job searching credibility and, 8–9 objectives, in résumé, 577–578 speaking skills and, 521–522 career e-portfolio, 591–592 career fairs, using to search open job market, 571 CareerBuilder website, 570 careless language, 298–299 Carlson, C., 216 Carnegie, D., 361 Carson, L., 319, 320 Case, R., 417 casual dress, 67, 68 catalogs, online, 403 category headings, 199 causation, correlation and, 440–441 Cc field, in e-mail, A-1 celebrity’s name, use of, 363 centered text, 196 central tendency, measures of, 440 Chan, A., 623 channel noise, 129 channels of communication, 129 activity, 153–154 rich vs lean, 138 character, leadership with, 353 chats, Web, 20, 138 Chen, J., 598 China, multinational companies in, 14–15 Chipotle Mexican Grill, 187, 296 Christie, B., 23 chronological résumés, 577, 585–586, 588 chronology, organizing presentations by, 526 Chrysler Motor Company, D-11 Cialdini, R B., 341, 342, 361 citations, APA format for, B-1 MLA format for, B-4 in reports, 416–417 citing sources, in reports, activities, 428 claims, 264–268 denying, 317–318, 329, 331–332 persuasive, writing, 351, 376–377 clarity, 29, 102, 193–196 buried verbs and, 195 clichés and, 194–195 exuberance, 196 of formal reports, 498 in information design, 416 short and simple, 193–194 slang and buzzwords, 195 trite business phrases, 194 Clark, B., 140 Clark, G F., D-1 Clark, J L., D-1 class ranking, 579 classified ads, monitoring, 569 classifying, using direct paragraphs, 174 clichés, 102, 194–195, 203 in e-mail, 222 exercise, 207 visual, 537 clickers, for presentations, 543 Clooney, George, 363 close-ended questions, 62 closing of cover messages, 599–600 of e-mail, 218, A-2 of negative messages, 308–309 of requests, 258–259 clothing, 66–68, 516 See also appearance, personal cloud computing, 12, 215 activity, 247 storage, 407 Coca-Cola Conversations blog, 233 cognitive webbing, 485 coherence, of formal reports, 498 collaboration See also teams; wikis on documents, 148, 149, 155 environments for, 16, 34 vs competition, 50 colleagues, listening to, 60 collectivism, 94 college degree, 10 CollegeGrad website, 570 colons, D-11–12 color in multimedia presentations, 535 revising documents using, 189 comma splice, 168, D-1–2 command (imperative) mood, 264 commas, D-7–10 Comment feature, Microsoft Word, 148, 149, 155 comments monitoring, 261 responses to, 281–282 commitment, 341 committees, capitalization of, D-15 common knowledge, stating in reports, 413–414 communication, defined, 128 See also nonverbal communication; written communication communication skills, 4–6 activities, 35 etiquette and, 69–72 importance of, listening, 59–64 improving, 61–64 poor listening habits, 60 types of, 60–61 writing, 4–5 communication technology, 10–14 activities blogs, 154–155, 245–246 business etiquette, 78 channels of communication, 153–154 cloud computing, 246–247 courteous messages, 153 direct response, 286 ethics, 36–37 instant messaging (IM), 243–244 international time, 115 introducing self, 34 microblogging, 381 motivational speaker, hiring, 556 nonverbal communication, 77–78 oral communication, 35–36 persuasive messages, 373 podcasts, 244–245 puffery in advertising, 379 report data, gathering, 430 social media, 33–34, 77 stand-up meetings, 76 surveys, 429–430 talking about your job, 557 texting, 558–559 Twitter, 246–247, 556 virtual meetings, 76–77 written communication, 35–36 costs and benefits, 11 globalization and, 89–90 timeline of, community, culture as basis of, 91 company databases, résumés on, 593 company description, in business plans, 492 company leads, using to search open job market, 570 company policy, 307 comparisons organizing presentations by, 528 using pivoting paragraphs, 174–175 competition global marketplace and, 14–15 in job market, 9–10 vs collaboration, 50 complaints, 264–268 persuasive, writing, 351–353 complex sentences, 167 complimentary close, on business letters, A-4 compliments, in persuasive messages, 347 component, ordering data by, 447 compound modifiers, D-8 compound sentences, 167, D-9 I-2 Index Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 conciseness, 188–193 empty words, 190–191 flabby expressions, 188–189 of formal reports, 498 long lead-ins, 189 in microblogging, 191–193 redundancies, 190 there is/are and it is/was fillers, 190 conclusions of direct requests and responses, 457 of formal reports, 497, 509 of informational reports, 457 of meetings, 55–56 conference reports, 455, 456 conferencing, web, 13, 148 confidentiality, phone calls and, 550, 552 conflicts confronting, 49 resolving, 55, 74–75 confusion, downplaying using, 375 congratulatory notes, answering, 276 connecting workers, using social media, 237 Connor, N., 467 consensus, team, 48 contact list, for job searching, 572 context, culture and, 93–94 continued education, continuous improvement (kaizen), contractions, 101–102 contrasts organizing presentations by, 528 using pivoting paragraphs, 174–175 convention, ordering data by, 448 convention reports, 455 conventional grouping, organizing presentations by, 528 conversational tone, in written communication, 141–142 conversations See listening Cook, T., 547 copy notation, on business letters, A-5 copying and pasting information, 407 copying work of others See plagiarism copyright information, in reports, 415–416 copyright law, 28–29 Corcoran Group, 229 Corliss, B., 455 Cornell University, 304 Cornwall, J., 236 corporate lattice, correction symbols, C-1–3 correlations, 440–441 Costa, C., 231 courtesy in phone calls, 549 in written communication, 143–144, 152, 153 courtesy titles, capitalization of, D-14 cover, in formal business reports, 494 cover messages body of, 599 closing of, 599–600 length of, 596 opening of, 595–601 sending, 600 tips for, 601 whether relevant, 594–595 coworking, 18 credibility career and, 8–9 in persuasive messages, 348 credit, refusing, 318, 333 credits, 30 crisis communication, blogging and, 232 criteria, ordering data by, 448 critical listening, 60 critical thinking, 7–8 crowdfunding, 163 crowdsourcing, 159, 162, 230 inviting customer input via, 237 for report research, 409 Starbucks Blog and, 233 crowdstorming, 163 Cruise Junkie, 295 Cruise Minus, 295 culture, 90–95 See also intercultural communication characteristics of, 91–92 dimensions of, 92–95 communication style, 95 high and low context, 93–94 individualism and collectivism, 94 power distance, 95 time orientation, 95 ethics and, 104–108 current events, in presentations, 526 Cushard, B., 233 customer comments, reacting to, 261–263 customer relations, blogging and, 232 customer reviews, 262–263 customer service, customers, listening to, 61 cyberbullying, 69 D Daft, R L., 22 Daft and Lengel’s media richness theory, 22 Dangermond, J., 130 dangling modifiers, 181 dashes, D-13 data formats, 102 data visualization, 12 databases, for report research, 404–405 dateline format, of business letters, A-4 dates, comma use with, D-9 Davda, A., 88 deceptive advertising, 363 decision making ethical, 27, 31 by teams, 48, 74 decision matrices, 442–443, 471 decks (PowerPoint slides), 12, 533 decoding of messages, 129 decoding skills, 68 de-emphasizing ideas, 170–171 deep breathing, during presentations, 542 defamation, 298 defining, using direct paragraphs, 174 definitions of key terms, in formal reports, 496 degrees capitalization of, D-14 comma use with, D-9 deliverables, in proposals, 485 delivery notations, on business letters, A-4 demonstrations, in presentations, 526 departments within business organizations, capitalization of, D-15 dependent clauses, 171 descriptions, using direct paragraphs, 174 descriptiveness, 99 desire, building using persuasive messages, 347–348, 367 using sales messages, 362 desk rage, 69 devices, smart, 20 DeZube, L., 522, 525, 526, 528 Dice website, 571 diction, levels of, 142 digital calendars, scheduling meetings using, 52 digital collaboration tools, for team writing, 148 digital communication, advantages and disadvantages of, 21 digital formats, for reports, 395 digital messages, defined, 132 digital records, for documenting information, 414 digital slide deck, reports delivered in, 395–396 digressions, avoiding in presentations, 543 direct benefits, in persuasive messages, 347 direct claims, activities, 288 direct mail, 358–359 activity, 379–380 effectiveness of, 361 direct marketers, scare tactics from, 361 direct messages, 165–166, 327 direct paragraphs, 174 direct requests, 282–285, 467 direct responses, 286, 467 direct strategy for negative messages, 299–301 for recommendation reports, 459–460 for reports, 390–391 directness, in analytical reports, 459 disability biased language, 145 disappointed customers, 312–315, 333 discriminative listening, 60 distractions, as communication barrier, 62, 131 diversion, downplaying using, 375 diversity, 16–18 in domestic workforce, 90 intercultural communication and, 108–111 advantages of, 109 communication improvement and, 110–111 discord and, 109–110 in teams, 50, 109 divisions within business organizations, capitalization of, D-15 document collaboration, 148, 149, 155 document formats, A-1–8 business letters, A-2–8 envelopes, A-6–8 letter and punctuation styles, A-5–6 parts of, A-2–5 e-mail messages, A-1–2 documentation formats for, B-1–5 APA format, B-1–3 MLA format, B-4–5 for reports, 412–417 academic documentation and business practices, 412–413 citation formats, 416–417 copyright information, 415–416 good research habits, 414 intellectual theft: plagiarism, 412 paraphrasing, 414–415, 428 purposes of, 412 quoting, 415 what to document, 413–414 documents See also written communication advantages and disadvantages of, 21 appearance of, 66 design and readability of, 196–199, 200, 203 headings, 199 margins and text alignment, 196–197 numbering and bulleting lists, 198 type fonts, 197 type sizes, 198 typefaces, 197 white space, 196 hard-copy, 20 Dodd-Frank Act, 29 domestic workforce, diversity in, 90 Doodle app, 52 Dorsey, J., 302 doublespeak, 350 Doumont, J.-L., 521, 552 IndexI-3 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 dovetailing sentences, 176 Dowell, S., 342 down-editing, 218–220, 287 downplaying, in persuasive messages, 374–375 drafting, 133, 134, 135, 146, 160 e-mail messages, 219 formal reports, 498, 509 informal letter proposals, 486–487 negative messages, 297 persuasive messages, 349 positive messages, 255–256 sales letters, 363 surveys, 410 drama, in presentations, 526 Drucker, Peter, 6, 132 drug facts, conciseness in, 194 Duarte, N., 255 Dumas, J L., 229 dynamic, culture as, 92 Dyson, G., E economic institutions, topics and questions about for interviews, 516 editing blogs, 235 documents, 203 negative messages, 297–298 positive messages, 256 presentations, 548–549 team writing, 148–150 Edmondson, Amy, 16 education continued, income and, 10 in résumés, 579 electronic presentations, 12 elevator speeches, 558, 575, 576 Elliott, M., 399 Ells, S., 296 e-mail activities involving, 374–379 adjustment messages, 288 analytical reports, 473 bad news within organizations, 334 blogs, 154–155, 245–246 business plans, 513–514 cloud computing, 246 courteous messages, 153 direct claims, 288 direct requests, 282–285 direct response, 286 down-editing, 287 executive summaries, 514–515 foreign languages, 116 gender differences, 118–119 infographics, 432 information flow, 36 informational reports, 473 international time, 115 introducing self, 34 investigative reports, 473 letters of recommendation, 289 negative messages, 332–333 nonverbal communication, 77–78 periodic reports, 472 persuasive messages, 372–380 podcasts, 244–245 problem analysis, 117 progress reports, 472 refusing requests, 329–330 report data, gathering, 430–431 revisions, 208–211, 242–243 sentence faults, 183 service learning, 513 social media use, analyzing, 512 stand-up meetings, 76 surveys, 429–430 TED Talk, observing and outlining, 557 Twitter, 246 written communication, 35–36 addresses, 70 advantages and disadvantages of, 21 attachments to, 220, 239 Bcc (blind carbon copy) in, 216 best use of, 138 body of, 218 closing of, 218 for collaborating on documents, 148 complaints about, 216–217 effectiveness in generating sales, 361 ethical use of, 28, 257 formats of, A-1–2 greetings in, 218 improving messages, 139 inbox, 218 intercultural communication and, 102–104 major components of, 164 memos compared to, 220–222 overview, 215 popularity of, 216 precautions in using, 239 replying to, 218–220 reports delivered by, 396–397 responding to disappointed customers using, 312 on résumés, 578 sales messages using, 365 sending articles from web sites, 407 subject of, 217–218, 365 traceability of, 217 use of, 20 when appropriate, 217 empathy, 97, 140, 306 emphasis, 171, 459 exercise, 180 in report headings, 450 employees contributions from, expressing gratitude for, 276 as partners, 353 persuasive messages to, 354 employer wish list activity, 35 employers, teams and, 43–44 employment history, in résumés, 579–581 empty words, 190–191, 203, 207 enclosure notation, on business letters, A-5 encoding of ideas, 129 encyclopedias, for report research, 407 engagement, social media and, 361 Engle, G., D-13 enterprise microblogging, 192 enthusiasm, during presentations, 543 Entrepreneur on Fire (EOFire) podcast, 229 envelopes, A-6–8, A-7 e-portfolios, 591–592 Equal Credit Opportunity Act, 318 ethics, 26–39 activities bribery, 118 gender differences, 118 information flow, 36 social networking, 36–37 apartment lease, 210–211 apologies and, 306 bad writing and, 199 Bcc (blind carbon copy) in e-mail, 216 biased language and, 144 in business plans, 493 buying essays, 135 clarity in communicating, 29 credits, 30 culture and, 104–108 decision making and, 27, 31 defined, 27–28 e-mail use, 257 exaggerating on résumés, 589 false advertising, 129, 165 grapevine communication and, 25 inclusive language, 29 of job hopping, 568 labeling opinions, 29 law and, 28–29 lying, 550 objectivity, 29 overview, 26–27 persuasive messages and, 342, 350 plagiarism in formal reports, 497 poor presentations, responding to, 546 pricing blunders, 238 quitting job abruptly, 321 in report graphics, 423, 424 in report research, 411 returning merchandise, 264 in sales messages, 363 scare tactics and, 361 stretching truth, 257 teams and, 50 truth, 29 tutors and student’s writing, 202 use of company’s products and services, 460 ethnocentrism, curbing, 96, 104 etiquette, 69–72 activities, 78 communication skills and, 69–72 in networked world, 69–72 texting, 227 e-venting, 268 Eventoff, M., 55 executive summaries, 452 activities, 472, 514–515 in formal reports, 509 in proposals, 488–489 executive summary in business plans, 491–492 in formal reports, 495 experimentation, for report research, 411–412 experts, interviewing, 409 explaining, using indirect paragraphs, 175 expressions, facial, in presentations, 531 extemporaneous delivery of presentations, 541 external communication, 20–21 exuberance, 196, 203 eye contact, 65, 68, 526, 543 eye messages, 101 F face, saving, 98 Facebook adopting model to internal networks, 236–237 brands on, 237 intercultural communication and, 116–117 job searching using, 574 face-to-face meetings, 51, 138 facial expression, 65 facial expressions, 531 factoring, 400 Fair Credit Reporting Act, 318 fair use, 28–29, 415–416 fairness, in negative messages, 307 false advertising, 129, 165 familiar words, 145, 153 family life, topics and questions about for interviews, 516 family titles, capitalization of, D-14 favors, expressing gratitude for, 276 fear of giving presentation/speaking, 522, 541–542, 542, 556 feasibility reports, 460–463, 474, 476–477 feedback, 101, 129–130 encouraging, 104 on writing, 202 Felton, N., 417 femininity, 91 Ferguson, G., 301 figurative clichés, 102 figures, 495, D-16 fillers, 190 financial analysis, in business plans, 493 Fireman, P., 110 first-person pronouns, in formal reports, 498 flabby expressions, 188–189, 203, 206 flattened management hierarchies, 15 Flitter, J., 100 I-4 Index Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 flow of information See information flow flowcharts, in reports, 418, 422 Fogg, B J., 340 folding, business letters, A-7–8 folk beliefs, topics and questions about for interviews, 516 following up on meetings, 55–56 when job searching, 572 Font Color tool, Microsoft Word, 149 fonts, 197 in presentations, 540 in reports, 453 food, topics and questions about for interviews, 516 Forbes, M., 59, 236 Ford, A., 261 Ford, H., D-11 Foreign Corrupt Practices Act, 105 foreign languages, learning, 116 formal proposals, 488–490 abstract or executive summary, 488–489 appendices, 489 copy of RFP, 488 grant proposals, 489–490 letter of transmittal, 488 list of illustrations, 489 table of contents, 489 title page, 489 formal reports, 493–496 activities, 515–517 with APA citation style, 499–508 appendices, 497 body, 496–497 components of, 494 conclusions, 497 cover, 494 executive summary, 495 figures in, 495 front matter in, 494–496 introduction, 495–496 length of, 495 letter or memo of transmittal, 494–495 list of Illustrations, 495 preliminaries in, 494–496 recommendations, 497 table of contents, 495 title page, 494 topics for, 516 works cited or references, 497 formal research methods, 161 format of documents See document formats forming phase of team development, 46 forms, for reports, 397 Fortune 500 companies, mission statements for, 492 Foss, J., 633 fragments, 167–168 frames of reference, 130–131 Franchi, F., 417 Francisco, J., 51 Frankel, M., 239 Franklin, B., 140 free choice, persuasion and, 340–341 free speech, 261 free trade agreements (FTAs), 89 freebies, in negative messages, 309 freewriting, 167 Frey, W H., 90 Fried, J., 195 Friedman, Thomas, 15 friendly audience, of presentations, 524 From line, in e-mail, A-1 front matter, in formal reports, 494–496 frontloading, 165 FTAs (free trade agreements), 89 Fulkerson, A., 228 functional headings, 449–450, 587 functional résumés, 577 fundraising, 159 fused (run-on) sentences, 168, D-1 G Gabriel, A., 458 Galasko, L., 339, 369 Gallo, C., 522 gamification, 13, 234 Gardner, M., 455 Garriott, O., 573 GATT (General Agreement on Tariffs and Trade), 89 gender, 109–110 activities, 118–119 considerations when conversing, 63, 110, 118 gender-neutral language, 93, 144 General Agreement on Tariffs and Trade (GATT), 89 general words, 170 generalizations, cultural, 96–97 geographic locations capitalization of, D-15 comma use with, D-9 geography, organizing presentations by, 526 Georgevich, D., 613, 633, 639 gestures, 65, 98 gifts, 107, 118, 275 Glassdoor networking site, 25 Glisser platform, 533 global marketplace, 14–15 global markets, 86–88 globalization, major trends fueling, 88–90 See also culture; intercultural communication information and communication technologies, 89–90 middle class, emerging, 89 trade agreements, 89 transportation and logistics advancements, 89 goals, articulating in negative messages, 296–297 Golden Rule, 30 good-guy syndrome, 299 goodwill messages, 274–278 expressing gratitude, 274–276 for employee contributions, 276 for favors, 276 for gifts, 275 for hospitality, 276 replying to, 276 Google, flattened management hierarchies at, 15 gossip, 25–26 government titles, capitalization of, D-14 grade point average (GPA), 9, 579 Graduate Record Examination (GRE) scores, 579 grammar, 102, 201, D-1–16 adjectives, D-7 adverbs, D-7 apostrophes, D-12 capitalization, D-14–15 colons, D-11–12 commas, D-7–10 in formal reports, 498 number usage, D-16 overview, D-1 plural nouns, D-4 pronouns agreement, D-6–7 case of, D-5–6 referring to clear antecedents, D-7 punctuation, D-12–14 semicolons, D-10–11 sentence structure, D-1–2 verbs agreement, D-3–4 mood of, D-3 tense of, D-2–3 voice of, D-3 grant writing, 489–490, 513 grapevine, 25–26 graphics in formal reports, 509 in presentations, 536, 540 in reports, 418–435 bar charts, 418, 419, 431–432 flowcharts, 418, 422 illustrations, 418, 423 incorporating, 423–425 line charts, 418, 419–421, 432 maps, 418, 423 matching with objectives, 418–423 organization charts, 418, 423 pie charts, 418, 421–422 tables, 418–419 gratitude, expressing, 274–276 for employee contributions, 276 for favors, 276 for gifts, 275 for hospitality, 276 gratuities, 118 Gray, Curt, Gray, J., 110 GRE (Graduate Record Examination) scores, 579 Green, A., 618 Green, L., 43 greetings, in e-mail, 218 Gregg, R E., 109 grids, 441–442 grooming, 66–68 grouped bar charts, in reports, 420 grouping ideas, 163–164 groups See teams groupthink, combating, 47–48 Guffey, M E., 613, D-1 H Hackman, J R., 45 Hajek, D., 348, 350 Hall, E T., 65, 93 Hammer, M R., 99 hand gestures, 98 handouts, 531–532, 544 handwritten messages, 201, 277 harassing messages, 298 hard-copy documents, 20, 21 Harper, E., 457 harsh statements, labeling, 170 Haskel, D., 358 Hawkins, H., 584, 585 Haydn, K., 312 headings, 199 exercise, 208 in reports, 449–451, 495, 496–497 in résumés, 590 headlines, in LinkedIn résumés, 583 Heigl, K., 363 Herbalife, 52, 363 Hernandez, D., D-14 Herron & Hogan Research, 350 Hersh, D., D-13 Hidalgo, C., 461, 463 hidden job market, 572–576 personal network, building, 572–573 using social media, 573–575 high context cultures, 93–94 high school diploma, 10 Hirscheimer, R., 159, 163 Hispanics in workplace, 16, 17 Hofstede G., 95 holacracy, 353 honors, in résumés, 581–582 horizontal bar charts, in reports, 420 horizontal information flow, 23 hospitality, expressing gratitude for, 276 hostile audience, of presentations, 524 Houlahan, A., 231 housing, topics and questions about for interviews, 516 Howder, R., 531 Huggins, J., 266 Huhman, H., 565, 601 Hurd, M., 29 hyperlinks, in presentations, 540 hyphenation, of adjectives, D-8 I ideas, 161–166 brainstorming and brainwriting, 162 crowdsourcing, crowdstorming, and crowdfunding of, 162–163 IndexI-5 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 de-emphasizing, 170, 171 emphasizing, 171 grouping to show relationships, 163–164 labeling, 170 organizing into strategies, 165–166 IdeaStorm site, 237 idioms, 102 illustrations in presentations, 536 in reports, 418, 423, 509 IM See instant messaging (IM) imagery, in presentations, 529 images in persuasive messages, 369 in presentations, 533–536, 536, 540 Immelt, Jeffrey, 15 immigration, 90 imperative (command) mood, 264 importance ordering data by, 447–448 organizing presentations by, 528 inbox, e-mail, 218 incivility, cost of, 69 inclusive language, 29 income, education and, 10 Indeed job website, 570 independent clauses, 171, D-8, D-11 indexes, for report research, 404 indicative mood, 264 indirect benefits, in persuasive messages, 347 indirect messages, 165–166, 327 indirect paragraphs, 175 indirect strategy for negative messages, 301–303 for recommendation reports, 460 for reports, 391 individualism, 94 infographics, reports delivered as, 396, 417, 432 informal proposals, 483–488 background, problem, and purpose, 484–485 budget, 488 conclusion and authorization, 488 proposal, plan, and schedule, 485–487 staffing, 488 informal reports, 436–481 components of, 494 drawing conclusions and making recommendations, 443–446 analyzing data to arrive at conclusions, 443–445 from findings to recommendations, 446 preparing report recommendations, 445–446 organizing data, 446–451 logically, 447–448 providing reader cues, 448–451 short, 452–459 conference reports, 455, 456 convention reports, 455 effective document design, 453 interim reports, 455–458 investigative reports, 458–459 periodic (activity) reports, 453–455 progress reports, 455–458, 457 summaries, 452–453 trip reports, 455 short analytical reports, 459–468 feasibility reports, 460–463, 474, 476–477 justification/recommendation reports, 459–460, 475–476 yardstick reports, 464, 464–468, 465, 466, 474–475, 477–479 tabulating and analyzing data, 438–443 correlations, 440–441 decision matrices, 442–443 grids, 441–442 measures of central tendency, 440 tables, 418, 438–439 informal research methods, 160–161 information flow, 23 See also media activities, 36 barriers blocking, 24 external communication, 20–21 formal communication channels, 23–25 downward information flow, 24 horizontal information flow, 23, 24–25 upward information flow, 23, 24 informal communication channels, 25–26 internal communication, 20–21 networked workplace, 19–20 mobility and interactivity, 20 smart devices, 20 information technologies, globalization and, 89–90 information workers, informational reports, 390, 473 inside address, on business letters, A-4 instant messaging (IM) activities, 243–244 benefits of, 223–224 best practices for, 226–227 best use of, 138 for collaborating on documents, 148 liability burden, 226 overview, 222–223 precautions in using, 239 risks of, 224–226 security and legal requirements, 226 technology behind, 223 instruction messages, 263–264 intellectual theft, in reports, 412 intensifying, in persuasive messages, 374–375 interactivity, 20 intercultural communication, 85–90, 96–104 See also culture activities ambiguous expressions, 117 bribery, 118 Facebook use, 116–117 foreign languages, 116 formal business reports, 515–517 gender differences, 118–119 intercultural transactions, 116 international time, 115 investigative reports, 473 manners, 114–115 nonverbal communication, 78 problem analysis, 117 stereotypes, 117 diversity and, 90, 108–111 advantages of, 109 communication improvement and, 110–111 discord and, 109–110 e-mail, 102–104 feasibility reports, 474 globalization, major trends fueling, 88–90 information and communication technologies, 89–90 middle class, emerging, 89 trade agreements, 89 transportation and logistics advancements, 89 improving, 96–98 building cultural self-awareness, 96 curbing ethnocentrism, 96 generalizations and stereotyping, understanding, 96–97 open-mindedness, 97–98 oral communication, 101 saving face, 98 written communication, 101–102 interviews, topics and questions for, 516 nonverbal, 98–99 overview, 84 social media and, 100 technology and, 100 interest, building using persuasive messages, 347, 367 using sales messages, 360–362 interim reports, 455–458 internal communication blogging and, 233–234 general discussion, 20–21 internal proposals, 459–460 internships, 568 interrupting, 62, 101 interviews intercultural, topics and questions for, 516 for report research, 409–411 when job searching, 569 in-text format APA, B-1 MLA, B-4 intranets, 20 introducing self/team members, 34–35 introduction of direct requests and responses, 457 of formal reports, 495–496, 509 of informational reports, 457 of phone calls, 549 of proposals, 490 of reports, 449 introductory clauses, D-8 investigative reports, 458–459, 472–473 invisible culture, 91–92 invitations, declining, 311 Isaacs, K., 578 it (pronoun), D-7 it is/was fillers, 190, 206 italics, 197–198 “I/We” view, 141 J Jackson, D D., 587 Janis, I., 47 jargon, 102, 154 Jeans, L., 400 job hopping, ethics of, 568 job market, competition in, 9–10 job searching, 565–569 career opportunities, investigating, 568–569 cover messages body of, 599 closing of, 599–600 opening of, 595–601 sending, 600 tips for, 601 whether relevant, 594–595 hidden job market, 572–576 personal brand, creating, 575–576 personal network, building, 572–573 using social media, 573–575 open job market, 570–571 big boards, 570 company leads, 570 newspapers, career fairs, and other sources, 571 niche sites, 571 using mobile apps, 571 overview, 565 qualifications, evaluating, 568 résumés, 576–590 activities, 581–582 awards, honors, and activities, 581–582 basic print-based résumés, 592 capabilities and skills, 581 career e-portfolio, 591–592 career objective, 577–578 chronological résumé, 577, 585–586, 588 education, 579 employment history, 579–581 formats of, 592–593 functional résumé, 577, 587 gallery, 585–588 honors, 581–582 improving, 589 length of, 577 LinkedIn résumés, 583–584 I-6 Index Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 main heading, 577–578 personal data, 582 plain-text résumé for digital submission, 592–593 proofreading, 589–590 rank of, maximizing, 590 references, 582–583 sending, 600 style of, 576–577 submitting, 593–594 summary of qualifications, 578–579 video résumés, 592 work experience or employment history, 579–581 self-analysis and, 567–568 trends in, 566 using technology to aid, 566–567 job titles, on résumés exaggerating about, 589 variations of, 590 Jobs, S., 193, 521 Johnson, L G., 168 Johnson & Johnson, teams at, 16 Jones, L., D-14 journalistic pattern, organizing presentations by, 528 journals, 403 justification/recommendation report, 461–462 justification/recommendation reports, 473–476 direct strategy, 459–460 indirect strategy, 460 justified text, 196 K Kador, J., 305 kaizen (continuous improvement), Kawasaki, G., 235 Kerrey, B., key terms, definitions of in formal reports, 496 keywords in Internet search, 406 in résumés, 590 kickbacks, 118 King, M L., Jr., 521 Kirby, J., D-9 KISS formula, 193 Kjaer, A L., 304 Klein, R., 295 knowledge base, wikis for, 230 Kreps, L., 584 L labeling main ideas, 170 opinions, 29 Lacocca, L., D-11 lag time during conversations, 63 Land, C., 315 language abusive, 298 careless, 298–299 foreign languages, learning, 116 gender-neutral, 93 inclusive, 29 plain and familiar, 145, 153 skills in, lack of, 131 Lareau, J., 594 Larsen, R B., D-9 Lavery, Matt, law, ethics and, 28–29 leadership with character, 353 in teams, shared, 50 leading questions, in surveys, 409 leaks, 21 learned, culture as, 91 Lengel, R H., 22 letter format, for reports, 397 letter of application See cover messages letter of transmittal, 494–495 in business plans, 491 in formal proposals, 488 in formal reports, 509 letter proposals See informal proposals letterhead, of business letters, A-4 letters, written, best use of, 138 letters of recommendation, activities, 289, 375–376 Levitin, D., 131 Levitt, A., 29, 198 libel, 298 Libin, P., 44, 353 librarians, 403 lifelong learning, limiting sentences, 174 line charts, in reports, 418, 419–421, 432 line spacing, in business letters, A-2 linear logic, 94 LinkedIn résumés on, 583–584 headlines, 583 photos, 583 profiles, 583 recommendations, 583–584 LinkedIn, job searching using, 573–574 LinkedUp Job Search Engine, 571 linking verbs, D-8 LinkUp website, 570 LiquidSpace, 18 list of illustrations in formal proposals, 489 in formal reports, 495, 509 listening, 59–64 improving, 61–64 poor listening habits, 60 types of, 60–61 lists exercise, 208 grouping ideas using, 163 numbering and bulleting, 198 literature review, in formal reports, 496 live service agents, 20 Lockard,M., 550 logical, culture as, 91 logistics advancements, globalization and, 89 long lead-ins, 189, 203, 206 Love, C., 298 low context cultures, 93–94 Lu, K., 269 Luckwaldt, Jen H., ? lying, 550 M magazines, 403 mailing address, on business letters, A-6 main headings, in résumés, 577–578 main ideas, labeling, 170 main points in presentations reinforcing, 544 repeating, 525 malware, 226 management layers, shrinking, 15–16 Mansoor, A., 97 Mansoor, R., 97 manuscripts, reports delivered as, 397 maps, in reports, 418, 423 Marcinkevage, C., 413 Marcus, D., 460 Marcus, J., D-14 margins, 196–197 in business letters, A-2 in reports, 453 Mark, G., 216 market analysis, in business plans, 493 market research, blogging and, 232 Marks, R., 357 Marrera, G., 354 Marriott, B., 232 Marriott, J Willard Jr., Marshall, L B., 548 Martin, C., 627 Mason, E., 397–400 Mastering Prezi for Business Presentations (AndersonWilliams), 534 Matuson, R C., 581 Mayer, Marissa, 18 McDonald, R., 489 McLaughlin, M W., 487 mean (arithmetic average), 440 meaning in communication, 128 measures of central tendency, 440 mechanics, emphasis through, 169 media See also information flow richness of, 22, 22–23 social presence and, 23 median (middle point in continuum), 440 mediators, 24 Medina, J., 531 meetings, 51–59 agenda for, 52–53, 54 managing, 53–56 concluding, 55–56 conflicts, handling, 55 following up on, 55–56 ground rules, establishing, 53–54 moving meeting along, 54 participating actively and productively, 54–55 minutes of, 55–56 participants in, selecting, 52 productivity of, 51 purpose of, determining, 51–53 scheduling, 52 smartphones at, 55, 70, 78 stand-up, 76 tablets at, 55, 70 virtual, preparing for, 56–59 wikis for, 230 MegaMedia, 266 memo of transmittal, in formal business reports, 494–495 memorization, in presentations avoiding, 540 first sentence, 543 memos, 220–222 e-mail compared to, 220–222 reports delivered as, 396–397 -ment words, 195 metaphors, in presentations, 530 microblogging, 13, 100 activity, 381 audience of, 137 conciseness in, 191–193 enterprise microblogging, 192 exercise, 207 persuasive messages in, 365–366, 373 Microsoft Word copying and pasting information into, 407 document collaboration features, 148, 149, 155 formatting letters with, A-2 résumés in format for, 593 middle class, global, emerging, 89 middle point in continuum (median), 440 Miller, F., 109 mind mapping, 485 minorities See diversity minutes of meetings, 55–56 Mishra, G., 100 misleading promises, 363 misplaced modifiers, 172–173, 181 mission statements, 491, 492 misunderstandings, barriers creating, 130–131 mixed punctuation style, A-6 MLA (Modern Language Association) format, 416, 497, B-1, B-4–5 mobile apps defined, 12 using to search open job market, 571 mobile devices, 12 mobility and interactivity, 20 mode, 440 Modern Language Association (MLA) format, 416, 497, B-1, B-4–5 modified block style, A-3, A-6 modifiers, dangling and misplaced, 172–173, 181 monospaced text, 197 IndexI-7 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 Monster website, 570 Montes, K., 257 mood of verbs, D-3 Morel, B., 217 Morrison, J C., D-9 motivational speaker, hiring, 556 movement, in presentations, 526 Müller, M., 306 multimedia presentations, 534–539 applying 3-x-3 process to, 534–535 composing, 537 evaluating, 537–538 organizing, 536 powerful, steps to, 538–539 preparing, 538–539 revising and proofreading, 537 situation and purpose, 535 slide design, 535–536 color, 535 images, 535–536 special effects, 536 templates for, 537 multiple line charts, in reports, 421 Multipoly game, 234 multitasking, 131 Munson, K., D-9 Musk, E., 483 Muslims, negative perceptions of, 97 My Starbucks Idea blog, 232 Mycoskie, B., 127 N NAFTA (North American Free Trade Agreement), 89 names, proofreading, 201 Nayar, V., 345 Nayden, Denis, 15 negative messages, 294–325 3-x-3 writing process, 297–298 analyzing, anticipating, and adapting, 297 editing, proofreading, and evaluating, 297–298 researching, organizing, and drafting, 297 activities, 328–333 apologizing in, 304–306 bad news within organizations, 319–325 activities, 333–334 announcing to employees and public, 321–322 delivering in person, 319 refusing workplace requests, 319–321 saying no to job applicants, 323–325 closing of, 308–309 credit, refusing, 318, 333 cushioning, 308 declining invitations, 311 disappointed customers, 312–315, 333 empathy in, 306 exercise, 327–328 goals in communicating, articulating, 296–297 indirect messages, opening with buffer, 303–304 legal liability and, 298–299 presenting reasons in, 306–307 problems with orders, 315 rate increases and price hikes, 315–316 requests, refusing, 310–311 strategies, 299–303 direct, 299–301 indirect, 301–303 networked workplace, 19–20 neutral audience, of presentations, 524 New Venture Competition, 491 New Venture Mentor blog, 231 newspapers, job searching using, 571 Niccol, B., 187, 203 niche sites, job searching using, 571 Nichols, J., 397–399 noise, 129 nominative (subjective) case pronouns, D-5 nonjudgmentalism, 99, 104 nonprofit organizations mission statements for, 492 volunteering with, 569 nonterritorial offices, 18–19 nonverbal communication, 64–68 activities, 77–78 appearance and, 66–68 body language, 64–65 clash with words, 64 defined, 64 intercultural, 98–99 space and, 65–66 territory and, 66 time and, 65 nonverbal messages, in presentations, 529–531 Nordstrom, E., 31 Nordstrom, J., 31 norming phase of team development, 46 North American Free Trade Agreement (NAFTA), 89 notes in presentations, 540–541 taking when listening, 63 nouns plural, D-4 in résumés, 590 number usage, D-16 numbered lists, 198 numbers citing, 102 long, comma use with, D-9 in presentations, 546 proofreading, 201 O objective case pronouns, D-5 objectivity, 29 observation, for report research, 411–412 O’Conner, 172, P T offices nonterritorial, 18–19 open, 12 virtual, 18–19 Ogilvy, D., 538 OHIO (Only Hold It Once), 218 Oliver, L., 355, 357 Oliver-Leone, A., 463 ombudsman, 24 omission, downplaying using, 375 O’Neill, P., 339 online catalogs, 403 online communities, blogging and, 232–233 online presentations, 540 online reviews, paid, 363 Only Hold It Once (OHIO), 218 open job market, searching, 570–571 big boards, 570 career fairs, 571 company leads, 570 mobile apps, using to search, 571 newspapers, 571 niche sites, 571 open offices, 12 open-ended questions, 62 opening fillers, 203 opening paragraphs, of blogs, 234 open-mindedness, 97–98 operating budget, 493 operations and management, in business plans, 493 opinions facts vs., 62 labeling, 29 oral communication activities, 35–36 advantages and disadvantages of, 21 intercultural, improving, 101 orders, problems with, 315 organization charts, in reports, 418, 423 organizations, diversity, benefits of to, 109 organizing information in résumés, 577–583 activities, 581–582 awards, 581–582 capabilities, 581 career objective, 577–578 education, 579 honors, 581–582 main heading, 577–578 personal data, 582 references, 582–583 skills, 581 summary of qualifications, 578–579 work experience, 579–581 negative messages, 297 positive messages, 255–256 presentations multimedia, 536 with teams, 548 Osborn-Parnes Creative ProblemSolving Process, outlines in formal reports, 495, 498 grouping ideas using, 163, 164 of presentations, 527 overtime, 14 ownership words, D-12 Oz, M., 303 P Pachter, B., 217 Pacific Islanders in workplace, 16, 17 paid online reviews, 363 pamphlets, 403 Panigel, M., paper note cards, 414 paragraphs, 174–177 See also sentences in blogs, 234 coherence of, 175–176 dovetailing sentences, 176 employing transitional expressions, 176 exercise, 182–183 including pronouns, 176 sustaining key idea, 175 direct, 174 indirect, 175 length of, 101, 176–177 organizing, 181–182 overview, 174 pivoting, 174–175 in reports, 453 parallelism, 171–172, 181, 198 paraphrasing, 63 in reports, 414–415, 428 parentheses, D-13 participation, in meetings, 52, 54–55 partners, employees as, 353 part-time position, 568 Pascal, A., 215 passive voice, 141, 171 exercises, 181, 327 in negative messages, 308 past-participle verbs, D-2–3 past-tense verbs, 498, D-2–3 PDF (portable document format) files reports delivered as, 395 résumés as, 593 people-first language, 144 performing phase of team development, 47 periodic (activity) reports, 453–455, 472 periodicals, for report research, 403–404 periods (punctuation), D-12–13 Perloff, R M., 340 personal appearance, 66–68, 526, 530, 542 personal data, in résumés, 582 personal network, building, 572–573 I-8 Index Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 personal strengths inventory activity, 75 personalized statistics, in presentations, 530 persuasive messages, 136 3-x-3 process applied to, 343–346 activities, 372–381 AIDA strategy for, 345, 346, 353, 359 to boss, 354–357 building interest in, 347 claims, writing, 351 complaints, writing, 351–353 as complex and impersonal, 342 eliciting desire and reducing resistance, 347–348 to employees, 354 ethics and, 342, 350 fast spread of, 342 gaining attention in, 346–347 organizations involved in, 342 persuasion defined, 340–341 press releases, writing, 366–369 prompting action in, 348–350 requests, writing, 351 social media and, 361 as subtle and misleading, 342 using indirect paragraphs, 175 volume and reach of, 342 Peters, T., 411 Phillips, K., 108, 109 phishing, 226 photographs in LinkedIn résumés, 583 in reports, 418, 423 phrases, in Internet search, 406 pie charts, in reports, 418, 421, 421–422 Piecewicz, M., 485 piercings, 67, 77–78 pilot studies, 409 Piper, B., 357 pivoting paragraphs, 174–175 plagiarism activities, 428, 431 in reports, 412–414, 428, 497 A Plain English Handbook, 29 plain language, 145, 153 Plain Writing Act, 29 plain-paper return address, on business letters, A-5 plain-text résumés, 592–593 plural nouns, D-4 podcasts, 13, 228–229, 244–245 pointers, for presentations, 543 points, 13 political patterns, topics and questions about for interviews, 516 portable document format files See PDF files positive messages, 252–278 adjustment messages, 268–273 confidence in closing, 273 deciding whether to apologize, 272 explaining compliance in body of, 270–272 revealing good news up front, 269–270 sensitive language, 272 claims and complaints, 264–268 customer comments, reacting to, 261–263 goodwill messages, 274–278 gratitude, 274–276 sympathy and sending condolences, 276–277 using e-mail for, 277–278 instruction messages, 263–264 requests, 257–259 closing of, 258–259 providing details, 257–258 responding to, 259–261 writing process, 253–257 phase 1: analyzing, anticipating, and adapting, 254–255 phase 2: researching, organizing, and drafting, 255–256 phase 3: editing, proofreading, and evaluating, 256 positive self-talk, before presentations, 542 positive tone exercise, 182 in written communication, 142–143, 152 possessive pronouns, D-5, D-12 posture, 65, 68 Powell, J., 238 power distance, culture and, 95 PowerPoint Bible (Wempen), 534 PowerPoint slides (decks), 12, 533 praise expressing, 70 responding to, 276 precise words, 145–146, 153 prejudice, 97 preliminaries, in formal reports, 494–496 presence, social, 23 presence functionality, 224 presentations, 520–562 apologies, avoiding, 543 audience of, 523–524 attention of, capturing, 525 greeting members of, 543 rapport with, establishing, 528–531 types of, 524 blank screens for, 543 body of, organizing, 525–528 clickers for, 543 delivery of, 539–541 extemporaneous, 541 fear of, 541–542 memorization, avoiding, 540 note use, 540–541 digressions, avoiding, 543 enthusiasm during, 543 ethics and, 28 eye contact during, 543 graphics in, 536 handouts for, 544 imagery in, 529 to intercultural audiences, 545–546 main points, reinforcing, 544 memorization, of first sentence, 543 moving naturally, 543 multimedia, 534–539 applying 3-x-3 process to, 534–535 composing, 537 evaluating, 537–538 organizing, 536 powerful, steps to, 538–539 preparing, 538–539 revising and proofreading, 537 situation and purpose, 535 slide design, 535–536 templates for, 537 nonverbal messages in, 529–531 online, 540 outlining, 527 overview, 522 pausing during, 543 pointers for, 543 preparing with teams, 547–549 collecting information, 548 editing, rehearsing, and evaluating, 548–549 organizing, writing, and revising, 548 planning and preparing document or presentation, 547–548 preparing to work together, 547 preparation before, 542–543 purpose of, 522–523 questions during, 544 slowing down, 543 speaking skills for, 521–522 summarizing, 528, 543, 544–545 types of, 523 verbal signposts in, 529 visual aids for, 526, 531–534, 543 bullets in, using less, 533–534 imagery in, 533–534 types of, 531–533 vocabulary used in, 543 zooming in and out of, 532–533 present-tense verbs, 498, D-2–3 press releases activity, 381 persuasive, 366–369 previewing, in presentations, 529 prewriting, 133, 134, 135, 146, 160 e-mail messages, 219 informal letter proposals, 486–487 in persuasive messages, 349, 367 sales letters, 363 surveys, 410 Prezi presentation tool, 532–533 price hikes, 315–316 print resources, for report research, 403–404 books, 403 indexes, 404 periodicals, 403–404 print-based résumés, 592 printed messages proofreading, 201 value of, 277 printing web pages, 407 private information, online, 261 proactivity, problem description, in persuasive messages, 346 problem/solution, organizing presentations by, 528 procedures establishment by teams, 49 in written documents, major components of, 164 product description, in business plans, 492 product names, capitalization of, D-15 productivity, of meetings, 51 professional development, professional teams See teams professional titles, capitalization of, D-14 professionalism, 69 profiles, in LinkedIn résumés, 583 profiling of audience, 136–137 progress reports, 455–458, 457 activities, 472 ethics and, 28 project management, wikis for, 230 promises misleading, 363 in presentations, 526 promotional claims, 363 pronouns, 101, 176 agreement, D-6–7 case of, D-5–6 first-person, in formal reports, 498 possessive, D-12 referring to clear antecedents, D-7 proofreading, 134, 199–202, 203, 256 complex documents, 201–202 formal reports, 498, 509 marks, C-1–3 multimedia presentations, 537 negative messages, 297–298 overview, 199–202 résumés, 589–590 routine documents, 199–201 symbols for, 189 proper adjectives, capitalization of, D-14 proper nouns, capitalization of, D-14 proposals, 482–519 activities, 512 defined, 483 ethics and, 28 formal, 488–490 abstract or executive summary, 488–489 appendices, 489 copy of RFP, 488 grant proposals, 489–490 letter of transmittal, 488 list of illustrations, 489 table of contents, 489 title page, 489 informal, 483–488 IndexI-9 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 background, problem, and purpose, 484–485 budget, 488 conclusion and authorization, 488 introduction, 484–485 proposal, plan, and schedule, 485–487 staffing, 488 major components of, 164 topics for, 516 unsolicited, 515 props, in presentations, 526 ProQuest (ABI/INFORM Complete) database, 403 prototypes, treating individuals as, 104 PSAs (public service announcements), 360 public relations, blogging and, 232 public service announcements (PSAs), 360 puffery in advertising, 363, 379 punctuation, 198, 201, D-12–14 in business letters, A-2, A-5–6 in presentations, 530 in report headings, 450 purpose agreement on by teams, 49 of meetings, determining, 51–53 Q qualifications, evaluating, for job search, 568 questions asking, 62 in interviews, 411 in persuasive messages, 347 in presentations, 526, 544 in surveys, 409 quotation marks, D-13 quotations APA format for, B-1 colon use with, D-11 MLA format for, B-4 in presentations, 526 in reports, 415 R racial prejudice, 97 racially biased language, 144 ragged right, 196 ranks, 101 Rank’s Model, 374–375 rate increases, 315–316 readability of documents, 196–199 document design and, 200, 203 headings, 199 margins and text alignment, 196–197 numbering and bulleting lists, 198 type faces, 197 type fonts, 197 type sizes, 198 white space, 196 reader benefits, in persuasive messages, 346 reader cues, in reports, 448–451 headings, 449–451 introduction, 449 transitions, 449 The Readers’ Guide to Periodical Literature, 403 reciprocation, 341 recommendation reports, 459–460 direct strategy, 459–460 indirect strategy, 460 recommendations in formal reports, 497, 509 in LinkedIn résumés, 583–584 Recording Industry Association of America (RIAA), 29 recording presentations, 538 recruiting, blogging and, 233–234 redundancies, 190, 203, 206–207 reference initials, on business letters, A-5 reference line, on business letters, A-4 references APA format for, B-1–3 in formal reports, 497, 509 MLA format for, B-5 in résumés, 582–583 rehearsing presentations, 542, 548–549 Rein, S., 87 related facts, in persuasive messages, 347 relative pronouns, 101 religion prejudice against, 109 topics and questions about for interviews, 516 religious titles, capitalization of, D-14 replying See responding reports, 389–397, 411 activities, 427–432 analytical reports, 390 applying 3-x-3 writing process to, 397–402 analyzing problem and purpose, 398–399 anticipating audience and issues, 399–400 preparing work plan, 400–402 basic report functions, 390 best use of, 138 documenting information for, 412–417 academic documentation and business practices, 412–413 citation formats, 416–417 copyright information, 415–416 good research habits, 414 paraphrasing, 414–415, 428 plagiarism, 412 purposes of, 412 quoting, 415 what to document, 413–414 ethics and, 28 formats of, 395–397 digital formats, 395 digital slide deck, 395–396 e-mail, 396–397 forms and templates, 397 infographics, 396 letter format, 397 manuscript, 397 memo, 396–397 portable document format (PDF) files, 395 graphics for, 418–435 activities, 431 bar charts, 418, 419, 431–432 ethics in, 423, 424 flowcharts, 418, 422 illustrations, 418, 423 incorporating, 423–425 line charts, 418, 419–421, 432 maps, 418, 423 matching with objectives, 418–423 organization charts, 418, 423 photographs, 418, 423 pie charts, 418, 421–422 tables, 418, 418–419 informal and formal writing styles, 393–395 informal business reports, 436–481 drawing conclusions and making recommendations, 443–446 organizing data, 446–451 short, 452–459 short analytical reports, 459–468 tabulating and analyzing data, 438–443 informational reports, 390 major components of, 164 organizational strategies, 390–391 direct strategy, 390–391 indirect strategy, 391 overview, 389–390 research for, 402–412 ethics in, 411 primary sources, 408–412 secondary sources, 403–405, 429 using web, 405–408 reputation, requests, 257–259 closing of, 258–259 details in, 257–258 direct, 467 persuasive, 351, 375–376, 377–378 refusing, 310–311, 327–330 responding to, 259–261 requests for proposals (RFPs), 483, 488 resale or sales promotion, 309 researching, 255–256 functional, informal, 160–161 methods of, 159–161 formal, 161 overview, 159–160 for reports, 402–412 primary sources, 408–412 secondary sources, 403–405, 429 using web, 405–408 before writing negative messages, 297 resistance, reducing using persuasive messages, 367 using sales messages, 362 responding direct response, 467 to disappointed customers, 312 to e-mail, 218–220 to online posts, 235–236, 284 to poor presentations, 546 to praise, 276 to requests, 259–261 résumés, 567, 576–590 basic print-based résumés, 592 career e-portfolio, 591–592 chronological résumés, 577, 585–586, 588 ethics and, 28 exaggerating on, 589 formats of, 592–593 functional, 577, 587 gallery, 585–588 improving, 589 length of, 577 LinkedIn résumés, 583–584 headlines, 583 photos, 583 profiles, 583 recommendations, 583–584 organizing information in, 577–583 awards, 581–582 capabilities and skills, 581 career objective, 577–578 education, 579 main heading, 577–578 personal data, 582 references, 582–583 summary of qualifications, 578–579 work experience, 579–581 as plain-text, 592–593 proofreading, 589–590 rank of, maximizing, 590 sending, 600 style of, 576–577 submitting, 593–594 video résumés, 592 return address, on business letters, A-5, A-6 Review Trackers, 263 reviews, paid, 363 revising, presentations, with teams, 548 revisions to written communication, 133, 134–135, 146, 160, 186–204 clarity, 193–196 buried verbs, 195 clichés, 194–195 exuberance, 196 short and simple, 193–194 slang and buzzwords, 195 trite business phrases, 194 conciseness, 188–193 empty words, 190–191 flabby expressions, 188–189 I-10 Index Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 long lead-ins, 189 microblogging and, 191–193 redundancies, 190 there is/are and it is/was fillers, 190 document design and readability, 196–199 headings, 199 margins and text alignment, 196–197 numbering and bulleting lists, 198 type fonts, 197 type sizes, 198 typefaces, 197 white space, 196 effectiveness, evaluating, 202–202 e-mail messages, 219 formal reports, 498, 509 informal letter proposals, 486–487 multimedia presentations, 537 overview, 187–188 persuasive messages, 349 proofreading, 134, 199–202, 256 complex documents, 201–202 formal reports, 498, 509 marks, C-1–3 multimedia presentations, 537 negative messages, 297–298 overview, 199–202 résumés, 589–590 routine documents, 199–201 symbols for, 189 sales letters, 363 surveys, 410 Reynolds, G., 533 RFPs (requests for proposals), 483, 488 Richie, L., 360 richness of media, 22–23 Rivers, T., 362 Robbins, T., 521, 529 Roberts, J., 363 Robin, R., 237 Rogan, S., 215 Rometty, G., 237 run-on (fused) sentences, 168, D-1 Ryan, L., 620 S salaries, exaggerating about on résumés, 589 sales messages 3-x-3 writing process applied to, 357–358 building interest using, 360–362 direct mail, 358–359 gaining attention in, 359–360 motivating action at conclusion of, 362–363 reducing resistance and building using, 362 using e-mail, 365 using social media, 365–366 value of, 359–364 sales reports, ethics and, 28 salutations in business letters, A-4 colon use with, D-11 in e-mail, A-2 samples, in presentations, 526 san serif typeface, 197 Sarbanes-Oxley Act, 26, 107 Satell, G., 350 Sato, M., D-13 saving face, 98 SBA (Small Business Administration) site, 493 scarcity, 341 scare tactics, 361 scenarios, in presentations, 530 Schadler, T., 216 scheduling meetings, 52 Schmidt, E., 218 Schultz, H., 353, 411, 437 Schuster, R., 306 scientific experiments, 161 scope, in formal reports, 496 screens, for presentations, 543 script typeface, 197 search tools for Internet, 405–406 Searching for Work in the Digital Era report, 389 secondary sources, for report research, 403–405 activities, 429 databases, 404–405 print resources, 403–404 second-page heading, on business letters, A-5, A-6 security breach messages, 300–301 Seefer, C., D-1 segmented 100% bar charts, 420 segmented line (area) charts, 421 Seinfeld, J., 541 -self, pronouns ending in, D-5 self-awareness, cultural, 96 self-identity, culture as basis of, 91 self-interest, in presentations, 526 selfless, in goodwill messages, 274 self-management, 353 semicolons, D-10–11 sender, in written communication, 128–129 sending cover messages, 600 résumés, 600 sentences, 166–169 See also paragraphs dovetailing, 176 faults with, 167–168, 180, 183 interruptions of, comma use with, D-9–10 length of, 101 organizing, 181–182 overview, 166–167 in reports, 453 short, 169 strategic, in formal reports, 495 structure of, D-1–2 types of, 167, 180 serif typeface, 197 serious intent, in negative messages, 307 service agents, live, 20 service description, in business plans, 492 service learning, 513 sexist language, 93 Shankman, P., 191 sharing economy, 43 Sharma, V., 454, 455 Sherman, K., 59 Shirky, C., 100 Short, J., 23 short message service (SMS), 222 short sentences, 169 Shragai, N., 25 signature block, on business letters, A-4–5 Silva, S., 498, 499 Silverman, D., 132 similes, in presentations, 530 Simorangkir, D., 298 simple line charts, 421 simple sentences, 167 simple/complex, organizing presentations by, 528 simplicity, in information design, 416 sincerity, in goodwill messages, 274 Sinha, R., 545 size of teams, 48 skills See also communication relevant for job seekers, in résumés, 581, 590 skim value, 198 slang, 102, 195, 203, 207 SlideRocket software, 534 slideshows See presentations Small Business Administration (SBA) site, 493 smart devices, 12, 20 SmartArt, in presentations, 535 smartphones, 551 at meetings, 55, 78 smiling, 101 Smith, B., 272, 297 Smith, K., 134 SMS (short message service), 222 social customs, topics and questions about for interviews, 516 social media, 10–14, 236–239 activities related to, 33–34, 243–244 addiction to social media, 247 analyzing social media use, 512 bad news within organizations, 334 blogs, 154–155, 245–246 business etiquette, 78 cloud computing, 246–247 direct requests, 284–285 ethics, 36–37 Facebook use, 116–117 foreign languages, 116 intercultural manners, 114–115 intercultural transactions, 116 international time, 115 interview, 77 introducing self, 34 investigative reports, 473 justification/recommendation report, 474 microblogging, 381 motivational speaker, hiring, 556 nonverbal communication, 77–78 persuasive messages, 373–374 podcasts, 244–245 puffery in advertising, 379 responding to online posts, 284 responses to comments, 281–282 Twitter, 246–247, 556 work-life balance, 35 written communication, 35–36 addiction to, 247 analytical reports, 473 analyzing use of, 512 caution using at work, 238–239 credibility and, 8–9 defined, 13 growth of, 11 informational reports, 473 intercultural communication and, 100 Nordstrom example, overview, 236 persuasive messages and, 361 risks of, 237–238 sales messages using, 365–366 searching hidden job market using, 573–575 timeline of, uses of, 236–237 vs traditional communication, 19 social presence, 23 social proof, 341 soft-sell approach, 339–340 solicited cover letter, 597 Sonnenberg, F., 354 space, personal, 65–66 spacing, in business letters, A-2 speaking skills, for presentations, 521–522 special effects in multimedia presentations, 536 in presentations, 540 specificity, in goodwill messages, 274 spelling, 199 spim, 226 spiral logic, 94 spontaneity, in goodwill messages, 274 sports references, 102 staffing section, of proposal, 488, 490 stand-up meetings, 76 Stanton, B., 270 startup budget, 493 Statement of Costs, 488 statistics, in presentations, 526 status, 101 stereotyping, 96–97, 117 Stewart, M., 29 stimulating questions, in persuasive messages, 347 IndexI-11 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 storage, in cloud, 407 stories, in presentations, 524 storming phase of team development, 46 strategic sentences, in formal reports, 495 strategic words, in formal reports, 495 strategies, organizing ideas into, 165–166 Stratton, B J., 298 stress reduction, before presentations, 543 strikethrough, 189 stumbles, in presentations, 542 style, emphasis through, 170 subject line on business letters, A-4 on e-mail, 217–218, 222, 365, A-2 subjective (nominative) case pronouns, D-5 Sullivan, Stacy Savides, 15 summarizing, 452–453 See also executive summaries formal reports, 509 informational reports, 457 presentations, 528, 529, 543, 544–545 summary of qualifications, in résumés, 578–579 summer jobs, 568 superscript numbers, supervisors, listening to, 60 supporting sentences, 174, 175 supportiveness, 99 surveys activities, 429–430, 470 converting data from to tables, 439 preparing using SurveyMonkey, 410, 429–430 for report research, 408–409 Swanson, Jason, switching directions, in presentations, 529 T table of contents in business plans, 492 in formal business reports, 495 in formal proposals, 489 tables, 438–439 converting surveys data to, 439 in reports, 418, 418–419 tablets, 12, 55, 70 taglines, 576 talking headings, 450 talking titles, in graphs, 423 Tang, J., 454, 455 Tannen, D., 110 tattoos, 67, 77–78 Taylor, J., 509 team activities ambiguous expressions, 117 brainstorming, 183–184 bribery, 118 business etiquette, 78 business plans, 513–514 case studies, 34 conflict resolution, 74–75 courteous messages, 153 decision making, 74 direct response, 286 disappointed customers, 333 employer wish list, 35 ethics, 37 Facebook use, 116–117 formal business reports, 515–517 gender differences, 118–119 information flow, 36 instant messaging (IM), 243–244 introducing team members, 34–35 investigative reports, 473 justification/recommendation report, 474 meetings, pros and cons of, 75 motivational speaker, hiring, 556 nonverbal communication, 77–78 organizing data, 471 persuasive messages, 378, 379 plagiarism, 431 proposals, 513, 515 public speaking, 556 reports, 427, 430 revisions, 209–211 sentence faults, 183 social media, 33–34, 77 stand-up meetings, 76 stereotypes, 117 surveys, 429–430 thank you letters, 289 topics for oral presentations, 559 virtual meetings, 76 teams, 16, 43–51 decision making by, 48, 74 development of, phases of, 45–47 forming, 46 norming, 46 performing, 47 storming, 46 diversity in, 50, 109 employers and, 43–44 excelling in, 44–45 groupthink, combating, 47–48 listening to members of, 60 positive and negative behavior by, 47 preparing presentations with, 547–549 collecting information, 548 editing, 548–549 evaluating, 548–549 organizing, 548 preparing to work together, 547 rehearsing, 548–549 revising, 548 writing, 548 successful, traits of, 48–50 collaboration vs competition, 50 conflict confrontation, 49 diversity, 48 effective communication, 49–50 ethical responsibilities, 50 leadership, shared, 50 procedures, establishing, 49 purpose, agreement on, 49 size of teams, 48 virtual teams, 45 written communication in, 146–150 benefits of, 147 digital collaboration tools for, 148 division of writing, 147 editing team writing, 148–150 when necessary, 146–147 technologies See communication technology telephone calls, 138, 549–553 making calls professionally, 549–550, 558 receiving calls professionally, 550 on smartphones, 551 voice mail, 552–553 telephone conferencing, 148 teleworkers, 18 Telligent, 13 templates for multimedia presentations, 537 for reports, 397 temporary jobs, 568 Tenbrunsel, A E., 30 tense, of verbs, D-2–3 term papers, vs blogs, 154–155 territory, nonverbal communication and, 66 terrorism, fear of, 96 text alignment of, 196–197 styles of, in business letters, A-5–6 Text Highlight Color tool, Microsoft Word, 149 texting, 70, 223, 223 activity, 558–559 benefits of, 223–224 best practices for, 226–227 best use of, 138 for collaborating on documents, 148 etiquette, 227 liability burden, 226 overview, 222–223 risks of, 224–226 security and legal requirements, 226 technology behind, 223 while driving, 226 thank you letters, activities, 289 that (pronoun), D-7 there is/are fillers, 190, 206 third-person constructions, 395 this (pronoun), D-7 Thompson, L., 162 Thompson, S., 29 3D presentations, 532–533 3-x-3 writing process, 132–135 applying to sales messages, 357–358 business writing goals, defining, 132–133 drafting, 134 for multimedia presentations, 534–535 for negative messages, 297–298 pacing of, 135 for persuasive messages, 343–346 prewriting, 134 for reports, 397–402 analyzing problem and purpose, 398–399 anticipating audience and issues, 399–400 preparing work plan, 400–402 revising, 134–135 Tietzen,T., 347 time nonverbal communication and, 65 ordering data by, 447 time orientation, culture and, 95 timing presentations, 542 -tion words, 195 title page of formal proposals, 489 of formal reports, 494, 509 titles, 101 of blogs, 234 of graphics, 423 To line, in e-mail, A-1 tolerance, 97–98 tone, 141–143, 152 topic, organizing presentations by, 528 topic sentences, 174, 175 Toyoda, S., D-11 Track Changes feature, Microsoft Word, 148, 149, 155 trade agreements, globalization and, 89 Transatlantic Trade and Investment Partnership (TTIP), 89 transitional expressions, 176 transitions, in reports, 449 transportation advancements, globalization and, 89 trends, 10–19 anytime, anywhere availability, 14 collaborative environments and teaming, 16 communication technologies, 10–14 global marketplace and competition, 14–15 management layers, shrinking, 15–16 offices, virtual and nonterritorial, 18–19 overview, 10 social media, 10–14 workforce diversity, 16–18 trip reports, 455 trite business phrases, 194, 203, 207 truth, 29 Tuckman, B A., 45, 47 Tufte, E., 416, 417 Twain, M., 131 tweets See microblogging 24/7/365 availability, 14 Twitter activities involving, 246–247, 556 company messages on, examples of, 192 I-12 Index Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 intercultural communication and, 115 two-minute rule, 218 type faces, 197 type fonts, 197 type sizes, 198 U underlining, 197–198 unexpected statements, in persuasive messages, 346 Unicom (Unified Communications Tool), 222 uninterested audience, of presentations, 524 unsolicited proposals, activity, 515 uptalk, 69, 70 upward information flow, 23 Urbach, Victor, V vacation time, 14 value systems, topics and questions about for interviews, 516 value/size, organizing presentations by, 528 Van Daniker, R., 452 van Kralingen, B., 45 Vans, 224 Varner, I., 97 vcasting, 228 verbal signposts, in presentations, 529 verbs action-specific, 102 agreement, D-3–4 buried, 195, 203, 207–208 introductory verbal phrases, 173 mood of, D-3 passive-voice, 327 in résumés, 580–581 tense of, 498, D-2–3 voice of, D-3 vertical bar charts, in reports, 420 video résumés, 592 videoconferencing, 13, 57 vigorous words, 153 viral marketing, blogging and, 232 virtual meetings activities, 76–77 preparing for, 56–59 virtual offices, 18–19 virtual private networks (VPNs), 215 virtual teams, 45 virtual workers, 18 viruses, 226 visible culture, 91–92 visual aids, for presentations, 526, 531–534, 543, 546 bullets in, using less, 533–534 imagery in, 533–534 pros and cons of, 532 types of, 531–533 visual clichés, 537 visuals, in blogs, 235 vivid words, 170 vocabulary, in presentations, 543 voice, of verbs, D-3 voice mail, 550, 552–553, 558 voice over Internet protocol (VoIP), 12, 222 voice recognition, 12 volunteer work with nonprofit organization, 569 on résumés, 579 VPNs (virtual private networks), 215 W Wagner, S., 314 Wales, J., 390 Waller, C., 415 Watzlawick, P., 64 wearable devices, 12, 234 Web 2.0, 12 web activities activities bribery, 118 Facebook use, 116–117 gender differences, 118 microblogging, 381 press releases, 381 responding to online posts, 284 responses to comments, 281–282 analytical reports, 473 bad news within organizations, 334 blogs, 245–246 business plans, 513–514 case studies, 34 cloud computing, 246–247 direct response, 286 employer wish list, 35 executive summaries, 472, 514–515 foreign languages, 116 formal business reports, 515–517 grant writing, 513 infographics, 432 informational reports, 473 instant messaging (IM), 243–244 international time, 115 investigative reports, 472–473 justification/recommendation report, 473–474 meetings, pros and cons of, 75 motivational speaker, hiring, 556 nonverbal communication, 77, 78 personal strengths inventory, 75 persuasive messages, 373–375, 378 plagiarism, 431 podcasts, 244–245 proposals, 512, 515 puffery in advertising, 379 refusing requests, 330 report data, gathering, 430–431 reports, 427, 429 service learning, 513 social media, 33–34 social media use, analyzing, 512 stereotypes, 117 surveys, 429–430 TED Talk, observing and outlining, 557 thank you letters, 289 Twitter, 246–247, 556 virtual meetings, 76–77 work-life balance, 35 Web chats See chats, Web web conferencing, 13, 148 web use, for report research, 405–408 credibility of internet sources, 406–407 web search tools, 405 wikipedia and other encyclopedias, 407 webcasts, 228–229 webinars, 13 wedges, in pie charts, 422 Weeks, H., 320 Weeks, L., 403 Welch, J., 15, 626 Welch, S., 626 Wempen, F., 534 What’s in it for me?(WIIFM), 137 which (pronoun), D-7 white space, 196 who/whoever, whom/whomever, D-6 wikipedia, using for report research, 407 wikis, 13, 229–231 best use of, 138 for collaborating on documents, 148 wild cards, in Internet search, 406 Williams, E., 23 Williams, S., 597 Winfrey, O., 63, 303 women in workplace, 17, 109–110 Word, Microsoft See Microsoft Word wordiness, 207 words clash with nonverbal communication, 64 empty, 190–191 plain and familiar, 145 work experience, in résumés, 579–581 work plans, 400–401, 401, 429 workforce diversity See diversity working bibliography, 407 work-life balance activity, 35 workplace problems, identifying, 512 works cited, in formal reports, 497, 509 The World Is Flat (Friedman), 15 Wozniak, S., 45 written communication, 126–150 See also blogs; e-mail; instant messaging (IM); negative messages; persuasive messages; positive messages; sales messages; social media; texting; wikis 3-x-3 writing process, 132–135 business writing goals, defining, 132–133 drafting, 134 pacing of, 135 prewriting, 134 revising, 134–135 activities, 35–36 audience of, 135–138 anticipating and profiling, 136–137 channel selection based on, 137–138 purpose, determining, 135–136 audience of, adapting to, 138–146 benefits, spotlighting, 140 bias-free language, 144–145 conversational but professional, 141–142 courtesy, 143–144 overview, 138–139 plain language and familiar words, 145 positive instead of negative, 142–143 precise, vigorous words, 145–146 “you” view, 140–141 communication process in, 127–132 barriers creating misunderstanding, 130–131 feedback returns to sender, 129–130 overcoming communication obstacles, 131–132 receiver decodes message, 129 sender encodes idea, 129 sender has idea, 128–129 sender selects channel and transmits message, 129 importance of, 4–5 intercultural, improving, 101–102 research methods, 159–161 formal, 161 informal, 160–161 overview, 159–160 revisions, 186–204 clarity, 193–196 conciseness, 188–193 document design and readability, 196–199 evaluating effectiveness, 202–202 overview, 187–188 proofreading, 199–202 sentences, 166–169 faults with, 167–168 overview, 166–167 short, 169 types of, 167 skills for, 4–5 IndexI-13 Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 in teams, 146–150 benefits of, 147 digital collaboration tools for, 148 division of writing, 147 editing team writing, 148–150 when necessary, 146–147 techniques, 169–173 active voice, 171 dangling and misplaced modifiers, 172–173 emphasizing important ideas, 169–171 parallelism, 171–172 passive voice, 171 writing environment, 498 Y yardstick reports, 464, 464–468, 465, 466, 474–475, 477–479 Yoder, M., D-14 “you” view, 140–141, 152 Z Ziglar, Z., 320, 361 zombie nouns, 195 zooming in and out, of presentations, 532–533 I-14 Index Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 This is an electronic version of the print textbook Due to electronic rights restrictions, some third party content may be suppressed Editorial review has deemed that any suppressed content does not materially affect the overall learning experience The publisher reserves the right to remove content from this title at any time if subsequent rights restrictions require it For valuable information on pricing, previous editions, changes to current editions, and alternate formats, please visit www.cengage.com/highered to search by ISBN, author, title, or keyword for materials in your areas of interest Important notice: Media content referenced within the product description or the product text may not be available in the eBook version Copyright 2018 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part WCN 02-200-203 ...GUFFEY & LOEWY Business Communication Process & Product 9th Edition Mary Ellen Guffey Professor Emerita of Business Los Angeles Pierce College Dana Loewy Business Communication Program... 02-200-203 Business Communication: Process & Product, 9th Edition Mary Ellen Guffey, Dana Loewy Vice President, General Manager, Social Science & Qualitative Business: Erin Joyner Product Director:... people, your coworkers BUSINESS COMMUNICATION: PROCESS & PRODUCT, 9E No other college course gives you training in all of these skills at once! Business Communication: Process and Product, 9e, covers