9780538449472 cvr se wkg - Ms. Rock · managing challenging situations, 539–542 refusing requests...

Aabbreviations, 143, 161

commas, 148informal use in e-mail messages, 234miscellaneous, 163parentheses, 157

absolute adjectives, 121abstract, 341acceptance letter, 608accessibility, 532achievements, 584–585acknowledgments, 271acronyms, 47action plan, 297action verbs, 108, 123active listening, 80active voice, 125, 188, 196activities, 584–585ad hoc committee, 504address book, 229, 231address format for business envelopes, 246adjectives, 106, 119–121

articles, 119–120modifying, 128–129renaming, 109using comma between, 147

Adobe Photoshop, 372advanced searches, 318adverbs, 106, 128–129affi rmative action coordinator, 42agendas, 213, 505–506

creation, 516usage, 518

agreement in number, 126alternative, 322alternative resumes

electronic resumes, 587scannable print resumes, 586–587Web resumes, 589

analytical reports, 312analyzing data, 324–325anecdotes, 485animation, 495antecedents, 117–118anti-spyware programs, 447anti-virus programs, 447

apology, 541apostrophes, 142, 158–159appendix, 341, 352–353

manuals, 401, 404–405visual aids, 365–366

application forms, 597–598application letters, 592–594applications, 431

electronic format, 200appositives and dashes, 153area charts, 377articles, 119–120assumptions, 83attention-getters, 485attention line, 243attitudes about speaker and topic, 82–83attorney-client privilege, 55audience analysis, 12–13audience profi le, 12–13

Bbacking up fi les, 433backup software, 431bar charts, 369–370, 378bar graphs. See bar chartsbarriers to eff ective listening, 82–83Better Business Bureau (BBB), 270bias-free words, 184–185bibliography, 341bibliography notes, 319–320blind carbon copy (Bcc), 229–230, 233blind copy notation, 225block letter example, 240block letter format, 246blogs, 535Bluetooth, 443body

e-mail messages, 228letters, 242memos, 222–223presentations, 486

body language, 41, 70–71, 512Boolean operators, 318brainstorming, 514briefi ngs, 481buddy list, 235

bulleted lists, 223, 242business communication, 6

direction, 8ethics, 52–59formal communication, 7honesty, 53–54informal communication, 7oral communication, 9written communication, 8

business correspondencee-mails, 210–211letters, 211–212memos, 210–211other documents, 213

business documents, 213advising or directing employees, 214explaining procedures, 214informing, 215recording events, 214stating policy, 214

business envelopes, 246–248business letters, 211–212

block letter format, 246folding, 248modifi ed block format, 246optional parts, 243–245postscripts, 245

business messagesempty phrases, 188goodwill, 176, 182persuading, 215promoting goodwill, 216purpose, 258redundancies, 188supporting details, 186unnecessary elements, 187–188

Business NewsBank, 575Business Periodicals Index, 316, 575businesses, ethical guidelines, 52Business.Gov web site, 55buyers and sellers, disputes between, 270

Ccall for action, 298capitalization, 163–164carbon copy (Cc), 229–230, 233

Index 647

Index

49470_17_Index_647-658 PP.indd 64749470_17_Index_647-658 PP.indd 647 2/24/09 9:25:20 PM2/24/09 9:25:20 PM

Copyright 2010 Cengage Learning, Inc. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.

648

career goals, 568–569, 583career portfolio, 571–572CareerBuilder.com, 573careful reading, 23, 411casual listening, 80category axis, 369CD-ROM collections, 382cell phones, 14

camera, 452candy bar phone, 451carriers, 451clamshell, 451contracts, 453courtesy and safety, 454–455features, 451–453fl ip phone, 451headset, 452Internet access, 452slider, 451smart phones, 453–454swivel, 451

cells, 451Center for Immigration Studies, 36chain letters, 296chalkboards, 496challenger, 94channels, 5, 15charts, 370, 373

area charts, 377bar charts, 378category axis, 369column charts, 378comparison over time, 369fl owcharts, 375landscape orientation, 375legend, 369, 376line charts, 377misleading, 380numerical data, 223organization charts, 374pie charts, 376portrait orientation, 375reading, 369spreadsheet programs, 372statistical information, 223value axis, 369

chat window, 236The Chicago Manual of Style, 338claims, 263clauses, 109, 111clear messages, 188–189clip art, 366–367, 372–373, 383ClipArt&More 3.5Million, 382closed climate, 11closing paragraphs, 190closings

acknowledgments, 271claims, 263conversation, 547friendship messages, 270goodwill, 278ineff ectively written, 279

negative messages, 278–279off ering receiver another option, 278orders, 264outgoing calls, 554positive messages, 264positive responses, 267presentations, 486routine requests, 260sincere tone, 278soft sell, 279well-written, 279

code of ethics, 52collaborate, 514collection messages, 293, 295collective nouns, 115colons, 151–152, 156color printers, 437columns, 373commas, 142, 145–148committees, 91–92common nouns, 114communication, 4

downward, 8eff ective, 45–50formal, 7horizontal, 8informal, 7lateral, 8oral, 9purposes of, 6–7upward, 8voice, 544–545written, 8

communication barriers, 11, 40–41communication process, 4–5compact disks (CDs), 434companies, guidelines for dealing with

clients and coworkers, 49comparative degree, 120–121complaints, resolving eff ectively, 540–541complete information, 179complete messages, 189–190complete paragraphs, 190complete predicates, 107–108complete sentences, 109, 143complete subject, 107complex sentences, 112complimentary close, 242compound adjectives, 120, 154compound antecedents, 118compound-complex sentence, 112compound nouns, 114compound plural nouns, 115compound predicates, 108compound pronouns, 116compound sentences, 112, 145compound subjects, 107, 127compound words, 154compressing fi les, 435computer-based training, 459computer presentations, 494–495computer software, 372–373, 430–432

computer viruses, 445computer vision syndrome (CVS), 465computers, 426

desktop computers, 427handheld computers, 428–430hardware, 426laptop computers, 427microprocessors, 426tablet computers, 428unauthorized access, 446unethical use, 451use and ergonomics, 464–465

concise messages, 187–188conclusions, 325, 350condition linking verbs, 123conference technologies, 458conferences and listening, 87confi dence, 74confi dential information, 9, 55

customer interaction, 539keeping secure, 90medical information, 54minutes, 508protecting, 56reports, 331

confl icts, 90conjunctions, 106, 131, 147conjunctive adverbs, 112, 129Consumer Reports, 452contact information, 580contacts list and instant messaging (IM), 235content errors, 194contractions, 158–159contracts, dates and money amounts, 186contradictory information, 189conversations, 546–547coordinate conjunctions, 112, 131

preceding with comma, 145semicolons, 150

copy notation, 225copyrights, 58, 320Corel Quattro Pro, 431CorelDRAW Graphics Suite, 372correct messages, 186correlative conjunctions, 131correspondence, 214–216court records, 55courteous messages

bias-free words, 184–185disability bias, 185gender bias, 184neutral words, 184–185positive words, 182–183proper titles, 183–184race and age bias, 185

courteous request, 142cover letters, 592coworkers, 90credibility, 535credit refusal, 280critical listening, 81cross-cultural communication, 46–48

Index



649Index

cultural diff erences, 40body language, 41coworkers, 90customs, 43etiquette, 43nonverbal symbols, 41personal space, 42small group, 87

cultures, 35assumptions about, 47–48diff erent use of time, 54establishing need, 290facial expressions and gestures, 71nonverbal communication, 46nonverbal symbols, 70soft sell in closing of letter, 259times and places for discussing

business, 14customer interaction

confi dentiality, 539courteousness, 537determining customer’s needs, 538ethically dealing with customers,

538–539fi rst impressions, 535–536greeting cheerfully, 536listening carefully, 537–538making sure customer understands

you, 538prompt attention, 536quality service, 537–539

customer relationships, 91customer service, 22

apology, 541diffi cult customers, 542fair reason for refusal, 540importance, 530matching solution to problem, 541refusing requests gracefully, 539–540resolving complaints, 540–541

customer service cultureaccessibility, 532customer contact, 532–534eff ective use of e-mail, 533knowledgeable responses, 532policies and procedures, 531–532

customersaccessibility, 532carefully listening to, 537–538contact with, 532–534dealing eff ectively with diffi cult, 542e-mails, 533external, 530eye contact, 536internal, 530nonverbal cues, 537retaining, 530satisfi ed, 535strategies to attract, 530treating as individuals, 538unhappy, 535

customs, 43

Ddashes, 142, 153data

analyzing, 324–325bias, 319collecting for reports, 315–321drawing conclusions, 325evaluating sources, 319organizing, 325primary research, 315searching online, 318secondary research, 316–320

data recovery programs, 447database services, 316database software, 431Date line in memos, 221dates and letters, 239dBase Plus, 431decision making, 22decision-making meetings, 511, 514declarative sentences, 142delegating work, 514demographics, 483demonstrative pronouns, 116–117denying request, 280dependent clauses, 109, 111–112, 157descriptions, 407–409developmental paragraphs, 190diffi cult callers, 552Digital Age, 19digital cameras, 382, 456digital information, 19digital video disks (DVDs), 434direct-indirect order, 180direct objects, 108direct order, 179–180, 217

formal reports, 338informal reports, 327–328, 331meetings, 514presentations, 486

direct questions, 143direct quotation and capitalization, 163disability bias, 185discrimination, 35, 49–50, 185discussion format, 323discussion-stage collection message, 295distribution list, 220–221diverse workforce, 34diversity

benefi ts, 34–35challenges, 35overview, 34–35population predictions, 36terms related to, 35trends, 36–37workforce, 36–38

divided focus, 83docking station, 469document storage, 439document transmittal, 448documentation, 319–320

documentsappendix, 365–366body, 365, 366default margins, 200formatting guidelines, 200meetings, 505–508referencing graphics, 365–366visual aids usage, 365–368

doer, 94downward communication, 8drawings, 370, 383

Ee-mail, 56, 210–211

address book, 231attachments, 224, 232, 446, 448, 505body, 230–231Cc and Bcc lines, 229–230Date line, 230draft, 232eff ective use of, 533Forward feature, 233From line, 230To line, 228–229netiquette, 233–234priority, 233proper order, 216–217Reply and Reply All, 233return receipt feature, 233sensitive or confi dential data, 198signature fi le, 231spelling checker, 232Subject line, 230work-friendly features, 231–233

e-mail addresses, 229, 231e-mail lists, 231e-mail software, 231, 431editing

memos, 226messages, 192–193

education, 570, 583eff ective communication

cross-cultural communication, 46–48fairness, 49–50professional attitude, 45sensitivity, 49–50strategies, 45–50

eff ective instructions, 394–397eff ective manuals, 401–405eff ective messages, 182Eff ectiveMeetings.com Web site, 519electronic resumes, 587electronic rights, 56electronic slides, 373, 495electronic whiteboards, 496emergency plans, 464emoticons

business e-mails, 234instant messaging (IM), 237

empathy, 177emphatic listening, 81



650

employee and manager relationships, 89–90

employeeshonesty with clients, 54managing challenging situations,

539–542refusing requests gracefully, 539–540

employment agencies, 574empty phrases, 188enclosure notation, 224English as second language

visual aids, 365enthusiasm, 75enunciation, 545Envelope feature, 246–247environment, 77environmental distractions, 83Equal Employment Opportunity (EEO)

offi cer, 42equipment and ergonomics, 469–470ergonomics

arranging work area, 466computer use and, 464–465equipment, 469–470ergonomic keyboards, 469footrest, 470frequent breaks, 468keyboard tray, 470laptop computers, 469mouse, 470padded wrist rests, 469pointing devices, 470proper keying position, 467repetitive stress injuries (RSI), 465tablets, 469vision problems, 465, 468warm-up exercises, 467workstations, 465–470

ethicsclip art use without permission, 366communicating in ethical way, 53–58confi dential information, 54–56copyright, 58electronic rights, 56fair and honest dealing with claims,

263fair use, 58honesty, 53–54personal, 52plagiarism, 57–58privacy, 56protecting confi dential information, 9sexual harassment, 71shared principles, 52tactful, honest response, 276truthful resumes, 585

Ethics (features)chain letters, 296charts that mislead, 380computer and networks use, 451providing complete information, 179truth on the web, 535

ethnicity, 35, 165etiquette, 43Eudora, 228evaluative listening, 81exchange, 546, 554exclamation points, 142, 144, 156executive summary, 341, 345experience, 570, 583–584external barriers, 11, 16external customers, 530, 536external hard drives, 433external marks, 142eye contact, 71, 76, 484

customers, 536face-to-face communication, 549oral presentations, 488

eyes, 71

Fface-to-face communication

eye contact, 549guidelines for success, 548–549honesty and sincerity, 549listening carefully and actively, 549names, 549parts of conversation, 546–547pleasant tone of voice, 549relaxing, 548thinking before you speak, 548voice, 544

facial expressions, 70cultures, 71oral presentations, 488

facts, 277fair use, 58fairness, 49–50falls, 463favorable messages, 179fax machines, 440–441, 448Federal Trade Commission (FTC), 448, 558feedback, 5

oral presentations, 489–490seeking, 15sender, 17

feminine nouns, 117feminine pronouns, 117fi le compression software, 435fi le formats, 439fi le management, 435–436FileMaker Pro, 431fi les

backing up, 433, 446compression, 435meaningful names, 436organizing, 433, 435–436saving, 433storage options, 433–434

fi lm slides, 495fi nancial companies, 55fi ndings and analysis, 347–349fi rewall, 447

Fireworks, 372fi rst impressions, 535–536fi rst-person pronoun, 117fi ve Ws (who, what, where, when, and

why), 189–190, 216fl ames, 234fl ash memory, 434fl ip charts, 494fl owcharts, 369, 375folders, 435–436follow-up messages, 606–608following procedures, 21footrest, 470formal business letters, 199formal communication, 7formal oral presentations, 481–486formal reports, 312

appendix, 341, 352–353bibliography, 341body, 341complexity, 338conclusions, 350direct order, 338executive summary, 341, 345fi ndings and analysis, 347–349formats, 313formatting, 338, 353–354headings, 353–354impersonal style, 338indirect order, 338introduction, 346letter of transmittal, 339–340, 342memo of transmittal, 339–340organizing, 338parts, 339–354planning, 313recommendations, 350style manual, 353summary, 350table of contents, 340, 344title page, 340, 343visual aids, 354works cited, 351writing style, 338

formattingformal reports, 338, 353–354informal reports, 331–336

Forward feature, 233fragments, 110free career self-assessment tools, 573frequent breaks, 468friendliness, 75friends list / instant messaging (IM), 235friendship messages, 270–271From line

e-mail messages, 230memos, 221

functional order, 580Future Business Leaders of America

(FBLA), 95future perfect tense verbs, 125future tense verbs, 124

Index



651Index

Ggender bias, 184gender-neutral pronoun, 117gestures, 71, 488–489global positioning system (GPS), 456–457globalization, 37–38glossary in manuals, 401, 403goodwill, 6, 176, 182

acknowledgments, 271closing, 217, 259, 278closing paragraph, 190messages, 270promoting, 216

Google, 367, 573grade point average (GPA), 583grammar checkers, 196grapevine, 7graphics

audience’s attention, 364avoiding dividing, 366clear and accurate picture of data, 380computer program creation, 372–373importance, 364large amounts of data, 364numbering system, 367–368referencing, 365–366

graphs, 223, 369. See also chartsgreetings, 546, 553group e-mail addresses, 231groupthink, 511

Hhackers, 446handheld computers, 428–430handouts, 497handshakes, 71–72hard copy and proofreading, 195hardware, 426–430. See also computer

hardwareheaders in e-mail messages, 228headings, 353–354

Date line, 221From line, 221To line, 219–221second page, 225–226styles, 404Subject line, 221–222

Health Insurance Portability and Account-ability Act of 1996 (HIPAA), 54

hearing, 79hearing-impaired employees, 16Help feature, 432helping verbs, 110honesty

business communication, 53–54sincerity and, 549

horizontal communication, 8hotspots, 444humor, 48, 485hyperlinks, 444hypertext markup language (HTML), 444

hypertext transfer protocol (HTTP), 443hyphens, 142, 154hypothesis, 322

I

ID Theft Hotline, 448ideas, developing new, 514identity theft, 55idioms, 47illustrations

See also graphicsmanuals, 404process description, 415

image and nonverbal symbols, 74–76

impromptu speech, 484inclusion, 35incoming calls, 556–558incomplete sentences, 236indefi nite pronoun, 119, 159indefi nite pronoun agreement, 119independent clauses, 109, 111–112,

150, 152index

manuals, 401skimming, 411

indirect objects, 108indirect order, 180, 217

formal reports, 338informal reports, 327–328, 331meetings, 514presentations, 486

indirect question, 142informal abbreviations, 234, 236informal communication, 7informal document, 210informal message, 211informal reports, 312

analyzing problem, 327body, 331closing, 331direct order, 327–328, 331formats, 313formatting, 331–336impersonal style, 329indirect order, 327–328, 331letter reports, 331–333main idea, 327manuscript reports, 332, 335–336memo reports, 332, 334opening, 331organizing, 327–328outlines, 328–329parts, 331past tense, 330personal style, 329planning, 313present tense, 330requested information, 327supporting information, 327writing style, 329–330

informationdigital form, 19obtaining or sharing, 6

Information Age, 19informational reports, 312informative listening, 81informing, 176, 215, 514inkjet printers, 437instant messaging (IM), 56, 235–237instant messaging (IM) software, 431instructions

accuracy and completeness, 401cautions, 397clear and specifi c title, 394, 396conclusion, 394, 397defi nitions, 397describing steps separately, 399diagrams or graphics, 400editing, 400–401eff ective, 394–397evaluating, 400highlighting warnings, 400introduction and needed items,

394, 396–397listing conditions, 399–400numbered steps, 394, 397, 399objective, 399purpose, 394reading, 411skills or knowledge required, 397source notes for graphics, 400spacing, 400subheadings, 400technical writing, 398time frame, 397understandable language, 398verbs, 399white space, 400writing steps, 398–400

intensive pronouns, 116interests, 584–585interjections, 106, 133internal barriers, 11, 16, 77internal customers, 530internal marks, 142internal memos, 199International Listening Association (ILA), 85Internet

access, 443blogs, 535chain letters, 296faxing messages over, 440–441job opportunities, 573–574newsgroups, 535purposes for using, 445World Wide Web, 444

Internet Explorer, 444internships, 572interoffi ce mail, 211interrogative pronouns, 116–117intervening phrases, 126interviewers, 602–603, 606



652 Index

interviews, 315intimate zone, 72intranets, 198–199, 443intransitive verbs, 125introducing speakers, 480introduction, 297

conversation, 546manuals, 401, 403outgoing calls, 553–554presentations, 485process description, 412

introductory elements, 146invoice, 213irregular plural nouns, 115

JJanis, Irving L., 511jargon, 47job ads, 573job announcements, 604job interviews, 570

answering questions, 603asking questions, 600clothing guidelines, 602follow-up messages, 606–608interviewer, 602nonverbal skills, 603personal questions, 604–605preparing for, 600, 602salary requirements, 605sample questions, 601taking part in, 602–606

job objective, 583job opportunities

employment agencies, 574Internet, 573–574internships, 572job search network, 573publications, 573–574researching organizations, 575–576school placement offi ces, 573

job qualifi cations, 570–572job search

career goals, 568–569job opportunities, 572–576job qualifi cations, 570–572personal goals, 568reading, 19

job search agents, 574job search network, 573

Kkeyboard tray, 470keyboards, ergonomic, 469keywords, 316–317

Llandscape orientation, 375language, 40, 46–47laptop computers, 427, 469

laser printers, 437lateral communication, 8leader, 94leadership, 95learning and cross-cultural

communication, 46legal documents, 157legend, 369, 376legitimate complaints, 540letter of transmittal, 339–340, 342letter reports, 331–333letterhead, 212, 226letters, 198

address, 239, 241attention line, 243body, 242complimentary close, 242date, 239editing and publishing, 245–248folding, 248optional parts, 243–245postscript, 245proper order, 216–217reference initials, 242reference line, 243request information, 215salutation, 241standard parts, 239–242subject line, 245writer’s name and title, 242writing, 239–245

line charts, 369–370, 377linking verbs, 109, 123Linux, 430listeners, attaching meaning to what

was said, 84listening, 16–17

actively, 48, 80assumptions, 83attitudes, 82–83barriers to eff ective, 82–83carefully and actively, 549casual, 80conference setting, 87divided focus, 83eff ectively, 84–87emphatic, 81environmental distractions, 83evaluative, 81, 85external barriers, 16focusing attention, 79focusing on main idea, 84–85hearing, 79informative, 81internal barriers, 16overcoming poor habits, 86physical discomfort, 83prejudices or diff ering opinions, 83process, 79–80providing feedback, 85refl ective, 82remembering, 79

sharing responsibility, 84–86specifi c situations, 86–87taking notes, 85–86telephone communication, 551–552understanding, 79

lists, 143, 158local area network (LAN), 443logging off computer, 446long quotations, 152Lotus 1-2-3, 431

MMac OS, 430mail merge, 247main idea, 177, 186, 217, 259

acknowledgments, 271claims, 263focusing on, 84–85friendship messages, 270orders, 264positive messages, 264positive responses, 267routine requests, 260

main verbs, 110managers, 89–90managing fi les, 435–436manual pages, 402manuals

appendix, 401, 404–405clear and complete steps, 401clear and specifi c title, 401combining instructions, 401creating effi ciently, 404fi gures and illustrations, 401, 403glossary, 401, 403heading styles, 404illustrations, 403–404index, 401introduction, 401, 403logical divisions, 401purpose, 394reading, 411section breaks, 404sections or chapters, 403table of contents, 401, 403title, 403used as reference, 403

manuscript reports, 332, 335–336maps, 370, 381margins, 353masculine nouns, 117masculine pronouns, 117mechanical errors, 194mechanism, 407, 410medical information, 54meetings

ad hoc committee, 504agendas, 505–506, 516, 518appropriate site, 516arriving on time, 510body language, 512



653Index

brainstorming, 514clarifying question, 519collaborate, 514decision-making, 514defi ning objective, 513delegating work, 514details, 515–517discussing ideas, 512documents, 505–508dominating conversation,

519–520eff ectively leading, 518–520encouraging participation,

518–519ending appropriately, 520equipment and supplies, 517identifying type, 513–515improving decision making, 511informing, 514invitations, 516minutes, 213, 506–508objective, 505participants, 515, 517participation, 508, 510–512persuading, 515phone calls during, 511preparation before, 510productive, 513–517professionalism, 520scheduling, 515–516standing committees, 504taking notes, 512task force, 504teleconferences, 505time limit, 513Web conferences, 505workplace, 504

memo of transmittal, 339–340memo reports, 332, 334memos, 210–211

attachment notation, 224blind copy notation, 225body, 222–223bulleted and numbered lists, 223copy notation, 225Date line, 221default side margins, 219distribution list, 220–221editing and publishing, 226enclosure notation, 224headings, 219–222From line, 221To line, 219–221line spacing, 219notations, 224–225proper order, 216–217recording plans or discussions, 214reference initials, 224requesting information, 215second page headings, 225–226sharing confi dential information,

215

Subject line, 221–222tables, graphs, and charts, 223templates, 226writing, 219–226

messages, 4–5active voice, 188channels, 5clear, 188–189closing, 259complete, 189–190concise, 187–188correct, 186courteous, 182–185editing, 192–193eff ective, 182environment, 13–14errors, 194evaluating, 85favorable, 179feedback, 5goodwill, 270main idea, 186negative, 274–279neutral, 179, 258organizing, 179–180, 216–217, 259passive voice, 188persuasive, 286–301planning and organizing, 176–178,

216–217positive, 179, 258positive and negative news together,

283proofreading, 194–197publishing, 198–200receivers, 5routine, 179–180sender, 5

microprocessors, 426Microsoft Access, 431Microsoft Excel, 372, 431Microsoft Offi ce Professional Edition, 432Microsoft Outlook, 228Microsoft PowerPoint, 373, 484, 494Microsoft Windows, 430, 447Microsoft Word, 372, 431, 440minutes, 506–508misleading charts, 380mixed punctuation, 241–242MLA Handbook, 353mobile learning, 459Modern Language Association (MLA)

style, 353modifi ed block format, 246modifi ed block letter example, 244Monster.com, 573Monthly Labor Review, 36mouse and ergonomics, 470MSN Messenger, 235multimedia presentations, 495multinational company, 38music, 495mutual respect, 512

Nnames, 549NASA Web site, 444National Atlas Web site, 381National Do No Call Registry, 558need, 297negative messages, 217

closing, 278–279denying request, 280eff ective opening, 275–276indirect order, 180ineff ective opening, 275–276negative news itself, 277–278neutral opening, 275objective, 274order for information, 275organizing, 275–279planning, 274reasons for negative news, 276–277refusing credit, 280softening, 277–278tone, 274writing, 280

negative news, 276–278negative thinking, 75Net Bookmark

Better Business Bureau, 270Career self-assessment tools, 573clip art, 367eff ective presentations and

meetings, 519Equal Employment Opportunity

Commission (EEOC), 50Federal Trade Commission (FTC), 558Human Factors and Ergonomics

Society (HFES), 469International Listening Association

(ILA), 85memo templates, 226Modern Language Association style

(MLA), 353Online Writing Lab (OWL), 190reading tests, 23Society for Technical Communication

(STC), 415netiquette

e-mail message, 233–234instant messaging (IM), 237

Netscape Navigator, 228, 444networking, 573networks, 426, 443

unauthorized access, 446unethical use, 451

neutral messages, 179checklist, 272, 492claims, 263goodwill closing, 259main idea, 259organizing, 259planning, 258routine requests, 260



654 Index

neutral messages (continued)supporting details, 259writing, 260–263

neutral nouns, 185neutral opening, 217, 275neutral pronouns, 185neutral words, 184–185newsgroups, 535nominative case pronouns, 116nonessential elements

commas, 145dashes, 153parentheses, 157

nonrestrictive elements, 146nonstandard English, 155nonverbal communication roles,

68–69nonverbal cues, 546nonverbal messages, 75, 77nonverbal skills, 603nonverbal symbols, 4, 14–15

body language, 70–71contradicting verbal message, 69cultures, 41, 70degree of importance, 68eye contact, 76handshakes, 71–72image and, 74–76interpreting, 68opinions based on, 68oral presentations, 488–489paralanguage, 73personal space, 70, 72–73posture, 76regulating verbal message, 69reinforcing verbal message, 68self-confi dence, 74–75spoken messages, 70–73substituting for verbal message, 69time, 73touching, 71–72written messages, 70

North American Free Trade Agreement (NAFTA), 37

Norton 360, 431notations, 224–225notes, 85–86nouns, 106–107, 114–115

neutral, 185objects functioning as, 108used as adjectives, 120

number expression, 165–167numbered lists, 223, 242numbers, 127, 148, 157

Oobjective case pronouns, 116objectives, 176, 407objects, 108, 408–409, 496observation, 315obstacles, addressing, 290

Occupational Outlook Handbook, 42Occupational Safety & Health Administra-

tion (OSHA), 462Occupational Safety and Health Act of

1970, 462Occupational Success

creating manuals effi ciently, 404leadership, 95presentation tips, 490searching for data online, 318using mail merge, 247work/life balance, 38

omission of words, 148online purchases, 447online research, 316–318online training, 460open climate, 11open punctuation, 241opening paragraph, 190operating system

organizing fi les, 435–436software, 430

opinions, 277optical character recognition software

(OCR), 438oral communication, 9, 480oral presentations

See also presentationsanalyzing audience, 482–483briefi ngs, 481delivery, 488–490demographics of listeners, 483determining objective, 482feedback, 489–490formal, 481–486gathering information, 484introducing speakers, 480mode of delivery, 484nonverbal symbols,

488–489planning, 482primary research, 484secondary research, 484short, 480–481time available, 483visual aids, 489voice qualities, 488

orders, 264organization charts, 369, 374organizing

fi les, 435–436messages, 179–180, 216–217negative messages, 275–279

OSHA Web site, 462outgoing calls, 553–555outlines, 321–323

informal reports, 328–329presentations, 486

overcoming barriersreceiver’s duties, 15–17sender’s duties, 12–15

OWL web site, 190

Ppagers, 449palmtop, 428paper, 199–200paragraphs, 190, 192–193, 259paralanguage, 73parallel construction, 133parallel talk, 82paraphrasing, 17parentheses, 142, 157–158parts of conversation, 546–547parts of speech, 106passive listening, 80passive voice, 125, 188, 196passwords, 446past perfect tense verbs, 124past tense

informal reports, 330process description, 415

past tense verbs, 124peer group teams, 93perfect tenses, 124–125periods, 142–143, 156peripherals

fax machines, 440–441printers, 437–438scanners, 438–440

personal area network (PAN), 443personal business letters, 212, 246personal computer (PC), 426personal contact, 48personal digital assistant (PDA), 428personal ethics, 52personal goals, 568personal pronouns, 115, 278personal space, 42, 70, 72–73personal traits, 571personal zone, 72persuading, 7, 176, 215, 515persuasive messages

addressing obstacles, 290adjusting content to receiver, 286asking for specifi c action, 292chain letters, 296checklist, 301collection messages, 293–295direct order, 287emphasizing primary appeal, 291explaining solution, 290gaining reader’s attention, 287identifying objective, 286including deadline, 292indirect order, 287introducing topic, 287main idea, 286organizing, 287–292planning, 286proposals, 296–300sales messages, 292–293showing need, 290supporting details, 286, 290–291



655Index

writing, 292–301photographs, 366–367, 370, 373, 382phrases, 110physical discomfort, 83physical environment, 14pie charts, 369–370pitch, 544plagiarism, 57–58, 320planning messages, 176–178, 216plural nouns, 114, 117, 126plural pronoun, 117pointing devices, 470population predictions, 36portrait orientation, 375positive degree, 120–121positive messages, 179

acknowledgments, 271adjusting content to receiver, 258checklist, 272, 492closing, 264details, 264friendship messages, 270goodwill closing, 259goodwill message s, 270main idea, 258–259, 264objective, 258orders, 264organizing, 259planning, 258positive responses to request, 267supporting details, 258–259

positive responses, 267positive words, 182–183possession, 159possessive nouns, 115possessive pronouns, 116posters, 494postscript, 245posture, 76, 488–489predicate adjectives, 123predicate nominatives, 116, 123predicates, 107–108prejudice, 43, 49, 83preliminary parts, 339–341prepositional phrases, 110, 131prepositions, 106, 131present perfect tense verbs, 124present tense

informal reports, 330process description, 415

present tense verbs, 124presentation software, 373presentations

See also oral presentationsattention-getters, 485body, 486closing, 486direct order, 486eye contact, 484impromptu speech, 484indirect order, 486introduction, 485

multimedia, 495organizing, 485–486outlining, 486practicing, 483–484tips, 490visual aids, 494–502

primary appeal, 291primary research, 315, 484printers, 437–438privacy, 56private employment agencies, 574problems, matching solution to, 541process, 407process description, 407, 412, 415–416productive meetings, 513–517professional attitude, 45, 49professions, ethical guidelines, 52programs. See softwareproject bids, 186project team, 92prompt attention, 536promptness, 73pronoun-antecedent agreement, 117–118pronouns, 106, 115–117

neutral, 185used as adjectives, 120

pronunciation, 545proofreaders’ marks, 196–197proofreading

comparing drafts, 195content errors, 194hard copy, 195mechanical errors, 194methods, 194–195multiple proofreaders, 195proofreaders’ marks, 196–197spelling and grammar checkers, 196

proper keying position, 467proper nouns, 114proper titles, 183–184proposals, 297–298protecting confi dential information, 56public zone, 72Publication Manual of the American

Psychological Association (APA), 338publications, 573–574publishing memos, 226publishing messages, 198–200punctuation, 142

apostrophes, 158–159colons, 151–152commas, 145–148dashes, 153exclamation points, 144external marks, 142hyphens, 154internal marks, 142parentheses, 157–158periods, 142–143question marks, 143–144quotation marks, 155–156semicolons, 150–151

purchase orders, 264purposes of communication, 6–7

Qqualifi cations and career portfolio,

571–572quality service, 537–539question marks, 142–144, 156questions, 485quotation marks, 142, 155–156quotations, 155, 485

Rrace, 35race and age bias, 185Reader’s Guide to Periodical Literature, 316reading, 15–16

aloud, 195, 547carefully, 23customer service, 22decision-making, 277eff ective, 195English as second language, 24external barriers, 16following procedures, 21handling transactions, 21–22importance, 17, 19–22improving skills, 23–24improving speed and comprehension, 24internal barriers, 16on the job, 20–22job search, 19making decisions, 22overcoming internal barriers, 77scanning, 23secondary research, 324skimming, 23solving problems, 22, 277speed and comprehension, 217staying informed, 20types, 23

Reading Skillsbuilding vocabulary, 42checking understanding, 17confused and misused words, 217facts or opinions, 277reading aloud, 547reading charts, 369reading for comprehension, 77reading for research, 324reading goals, 195reading job announcements, 604reading manuals and instructions, 411reading onscreen, 501technology vocabulary, 459

receivers, 5adjusting message for, 177–178background and experiences, 6duties, 15–17emotional state, 13knowing factors about, 12



656 Index

receivers (continued)listening, 16–17reading, 15–16

recommendations, 325, 350recording, 176redundancies, 188reference initials, 224, 242reference line, 243, 245references, 158, 585–586refl ective listening, 82refl exive pronouns, 116refusing credit, 280regular adjectives, 120reinforcing verbal message, 68rejection letter, 608relationships

building, 7customer, 91employee and manager, 89–90

relaxing, 548remembering, 79reminder message, 293repetitive stress injuries (RSI), 465reports

alternative, 322analytical, 312–313analyzing data, 324–325body, 341collecting data, 315–321confi dential data, 331copyrights, 320crediting source of information, 320defi ning, 313–314developing timeline, 314drawing conclusions, 325formal, 312formats, 313hypothesis, 322identifying problem or topic, 313–314informal, 312, 327–336informational, 312interviews, 315introduction, 346making recommendations, 325observation, 315outlines, 321–323plagiarism, 320primary research, 315processing data, 321–326purpose, 312–313research notes, 320scope, 314secondary research, 316–320styles, 312surveys, 315types, 312–313

request for proposal (RFP), 297, 298requests, 176, 215, 280research

bibliography notes, 319–320Boolean operators, 318broadening, 318

documentation, 319–320evaluating data sources, 319inside company, 317interviews, 315keywords, 316–317narrowing, 318notes, 320observation, 315online, 316–318print, 316reading, 324secondary, 316–320surveys, 315U.S. government, 317

researching organizations, 575–576resolution, 437respect, 49restrictive elements, 146Resume Maker, 580resume-tracking program, 587resumes

achievements, 584–585activities, 584–585alternative, 586–590contact information, 580education, 583electronic format, 200experience, 583–584functional order, 580general, 578interests, 584–585job objective, 583keywords, 586–587paper, 199parts of, 580, 583–585preparing, 578–586printed guidelines, 578references, 585–586reverse chronological order, 580sections, 579special qualifi cations, 583specifi c, 578truthful, 585

return address, 246return receipt feature, 233reverse chronological order, 580Robert’s Rules of Order, 505routine messages, 179–180, 186routine reports, 199routine requests, 260rows, 373rules, 374rumors, 7

Ssafety rules and procedures, 463sales messages, 292–293salutation, 241satisfi ed customers, 535scannable print resumes, 586–587scanners, 382, 438–440

scanning, 23schedule, 297school placement offi ces, 573scope, 297, 314screening calls, 557–558search engines, 573

advanced searches, 318free clip art, 367keywords, 316–317

second page headings, 225–226second-person pronoun, 117secondary research, 324section breaks, 404security

anti-spyware programs, 447anti-virus programs, 447backing up fi les, 446e-mail attachment, 446e-mail requesting personal data, 446hackers, 446logging off computer, 446online purchases, 447passwords, 446solutions, 446–448spyware, 446threats, 445–446Trojan horses, 445–446two-factor authentication, 447unauthorized access, 446virus checking software, 446viruses, 445vital data stolen, 447–448worms, 445

self-analysis, 571self-confi dence, 74–75self-esteem, 7semicolons, 112, 142, 150–151, 156senders, 5

audience analysis, 12–13duties, 12–15feedback, 15, 17message environment, 13–14nonverbal symbols, 14–15selecting channel, 15verbal symbols, 14–15

sensitive topics, 48sensitivity, 49–50sentence structures, 111–112sentences

capitalization, 163clauses, 109complete, 109declarative, 142fragments, 110objects, 108parallel construction, 133phrases, 110predicate, 107–108subject, 107subject complements, 109

sexual harassment, 71shared network drive, 433



657Index

sharing printers, 438short message service (SMS), 454short oral presentations, 480–481signature blocks, 231signature fi le, 231simple predicates, 108simple sentences, 111simple subjects, 107simple tenses, 124sincerity, 75single quotation mark, 155singular nouns, 114, 117, 126singular pronouns, 117skills, 570skimming, 23, 411slang, 47, 155slate, 428slides, 494–495small groups, 87smart phones, 453–454Social Security Administration, 448social setting, 14social zone, 72Society for Technical Communication

(STC), 415soft sell, 259

closings, 279positive responses, 267

software, 430–432software suite, 432solution, matching to problem, 541solving problems, 22sound, 499–500source lines, 368source notes, 400space zones, 72spacing, 353spam, 230–231, 234speakers, 84–85, 480speaking clearly, 552special qualifi cations, 583special teams, 91–92specifi c actions, 292specifi c resumes, 578speech clarity, 545speed reading test, 23spelling checkers, 196, 232spoken messages and nonverbal symbols,

70–73spreadsheet programs, 372–373spyware, 446standard form, 213standing committees, 504state employment agencies, 574state-of-being linking verbs, 123state-of-being verbs, 109State of Oregon Jobs Page, 573statistics, 485STC Web site, 415stereotypes, 43storage options, 433–434strong reminder message, 293

style manual, 353subject, 107, 109subject complements, 109subject line

letters, 245memos, 221–222

subject-verb agreement, 126–127subordinate conjunctions, 131summary, 350, 547superlative degree, 120–121supplementary parts, 341, 353supporter, 94supporting details, 177, 186, 259

negative news, 276orders, 264persuasive messages, 290–291

supporting information, 217, 298surveys, 315synergy, 92synopsis, 341

Ttable of contents, 340, 344

heading styles to format headings, 404

manuals, 401, 403skimming, 411

table of fi gures, 404Table Styles, 372tables, 223, 369tablet computers, 428, 469task force, 504teams

decision-making, 94ground rules and procedures, 93–94guidelines for success, 94–95peer group, 93problem solving, 96project, 92recorder, 94roles, 93, 94special, 91–92standout members, 96synergy, 92virtual, 93workgroup, 91working eff ectively, 93–96

teamworkworkplace relationships, 89–91workplace teams, 91–93

technical writing, 398technology, 426

Bluetooth, 443cell phones, 450–455computer hardware, 426–430computer software, 430–432conference technologies, 458connecting world, 443–444desktop computers, 427digital cameras, 456document transmittal, 448

fi le storage and management, 433–436global positioning system (GPS),

456–457handheld computers, 428–430Internet, 444–445laptop computers, 427pagers, 449peripherals, 437–441security, 445–448tablet computers, 428training, 458–460vocabulary, 459voice mail, 450voice over Internet protocol (VoIP), 455Wi-Fi, 443–444

teleconferences, 455, 458, 505telephone communication

courteousness, 552diffi cult callers, 552eff ective, 551–552incoming calls, 556–558listening, 551–552outgoing calls, 553–555preparation, 551–552speaking clearly, 552verbal cues, 551–552

temp agencies, 574templates for memos, 226text messaging, 454thank-you letter, 606thinker, 94thinking before you speak, 548third-person plural pronouns, 126third-person pronouns, 117third-person singular pronouns, 126time, 73

abbreviations, 161colons, 152number expression, 167

timeline, 314title page, 340, 343Title VII of the Civil Rights Act of 1964, 49titles

instructions, 396manuals, 401, 403pie charts, 376process description, 412tables, 373

to be verbs, 123To line

e-mail message, 228–229memos, 219–221

tone, 544toner, 437topic sentence, 190topical format, 323topical outline, 486touching, 71–72trade secrets, 55training conferences, 460training technologies, 458–460training videos, 460



658 Index

transactions, handling, 21–22transitions, 192–193transitive verbs, 125transparencies, 494–495Trojan horses, 445–446tutorials, 432two-factor authentication, 447

Uunderstanding, 79unhappy customers, 535uniform resource locator (URL), 444unnecessary elements, 187–188unrealistic expectations, 75unwritten code of conduct, 52upward communication, 8urgency-stage collection message, 295U.S. Census Bureau Web site, 317U.S. Equal Employment Opportunity

Commission (EEOC), 50U.S. government, 317U.S. Mail, 296USAJOBS web site, 19utility software, 431

Vvalue axis, 369verb phrase, 110verbal cues, 551–552verbal messages, 68–69verbal symbols, 4, 14–15verbs, 106

action, 123active voice, 125complete predicate, 108future perfect tense, 125future tense, 124indirect object, 108intransitive, 125linking, 123modifying, 128–129passive voice, 125past perfect tense, 124past tense, 124perfect tense, 124–125present perfect tense, 124present tense, 124simple tenses, 124tenses, 124–125transitive, 125

vertical lists, 143video, 495video conference, 458virtual team, 93virus checking software, 446virus protection software, 431viruses, 445vision problems, 465, 468visual aids, 48

acceptable number, 498–499

audience, 364, 497–498bar charts, 370chalkboards, 496charts, 374–380choosing appropriate, 369–370,

497–498color, 499–500column charts, 370computer presentations, 494–495distractions, 500–501document usage, 365–368drawings, 370, 383ease of creation, 364electronic whiteboards, 496English as second language, 365equipment available, 497fl ip charts, 494fl owcharts, 369formal reports, 354handouts, 497identifying, 367–368importance, 364line charts, 370maps, 370, 381motion, 499–500numbering system, 367–368objects, 496oral presentations, 489organization charts, 369photographs, 370, 382pie charts, 370placing, 365–367posters, 494practicing using, 501–502preparing, 498–500presenting, 500–502size, 499–500slides, 494–495sound, 499–500source line, 368tables, 369, 373–374titles, 367–368transparencies, 494–495types, 494–497whiteboards, 496

visual presenter, 496vocabulary, 42voice, 544–545, 549voice mail, 450

leaving eff ective messages, 554–555lengthy messages, 555recording greetings, 556speaking to person, 557

voice over Internet protocol (VoIP), 455volume, 544

WThe Wall Street Journal, 575The Wall Street Journal Index, 316warm-up exercises, 467

Web browsers, 444Web conferences, 458, 505Web pages, 444Web resumes, 589Web sites, 444, 448

credibility, 535free career self-assessment tools, 573free clip art, 367information about company, 575photographs, 382responding to visitors, 534tips and articles for eff ective

presentation and meetings, 519white space, 200, 400whiteboards, 496Wi-Fi, 443–444wide area network (WAN), 443wildcard, 318Windows Calendar, 516Windows Vista utility programs, 431WinZip, 435wizard, 432word processing programs, 431

clip art, 372custom dictionary, 196default margins, 200Envelope feature, 246–247mail merge, 247memo templates, 226spelling and grammar checkers, 196, 232tables, 373

words, confused and misused, 217work experience, 583–584work/life balance, 38workers and discrimination, 35workforce, 34, 36–38workplace

discrimination, 185meetings, 504relationships, 89–91safety, 462–464

workplace teamsadvantages and disadvantages,

92–93guidelines for success, 94–95special teams, 91–92standout members, 96workgroup teams, 91working eff ectively, 93–96

works cited, 351workstations, 426

arranging work area, 466ergonomics, 465–470

World Wide Web, 382, 444worms, 445writing process stages, 192written communication, 8

Yyou approach, 177



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