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Business

Communication

A Problem-Solving Approach

Kathryn Rentz

Univers ity of Cincinnati

Paula Lentz

University of Wisconsin-Eau Ciaire

Mc Graw Hill Education

Contents

Part Of10 Communication in the World of Work

Chapter 1 Communicating in the Workpiace 2 The Role of Communication in Business 4

The Importance of Communication Skills 4 Business Communication as Problem Solving 5 Communication Skills—A Breakdown 6 Professionalism 101 9

The Business Communication Environment 11 Main Categories of Business Communication 11 Communication Networks of the Organization 14 Factors That Influence an Organization's Communication 16

The Business Communication Process 17 A Model of Business Communication 18 Business Communication: The Bottom Line 22

Problem-Solving Challenge: Demonstrating Your Value on a High-Profile Team 4

Communication Matters: Take It from Today's Executives: What You Can Do Is Even More Important Than What You Know 5

Communication Matters: Why Companies Promote Workpiace Diversity 8

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) McGraw Hill Education/Mark Dierker, photographer

Communication Matters: How to Spot a Professional 11 Communication Matters: What's the Dominant Metaphor in

Your Workpiace? 17 Communication Matters: Channel Choice—It Matters in

Business, Too 20 Power Charge Your Professionalism: Use the Right Word (Part I) 22

Key Terms 23 Critical-Thinking Questions 23 Skills-Building Exercises 24

Chapter 2 Writing Effectively for Your Audience, Purpose, and Medium 26 The Importance of Good Business-Writing Skills 28 The Writing Process 28

Flanning the Message 29 Using Computer Tools to Plan a Writing Project 33 Using Computer Tools to Gather and Organize

Information 34 Using Computer Tools to Present Information 35 Drafting 38 Computer Tools for Drafting 38 Revising 40 Using Computer Tools to Revise and Edit 41

Letters 46 Letters Defined 46 Letter Form 46 Letter Formality 46

Memorandums (Memos) 48 Memorandums Defined 48 Memorandum Form 48 Memorandum Formality 48

Email 49 Email Defined 49 Email Form 50 Email Formality 52

Additional Media in Business Writing 53 Text Messaging 54 Instant Messaging 55 Social Media 55

A Look to the Future 57

xiv

Problem-Solving Challenge: Managing Multiple Media 28 Communication Matters: Do I Need to Write It? 31 Communication Matters: Why Accurately Proofreading Your

Own Work Is Difficult 41 From the Tech Desk: Backing Up Frequently Is the Writer's

Responsibility 44 Communication Matters: Email: Your Ticket to a Successful

Marketing Campaign 51 From the Tech Desk: Using Good Email Etiquette Helps

Writers Achieve Their Goals 54 Communication Matters: Do U Txt? 58 Power Charge Your Professionalism: Use the Right Word

(Part II) 59


Part Two Essential Components of Business Communication

Chapter 3 Designing Documents with Visual Appeal 62 Basic Principles of Document Design 64

Contrast 64 Repetition 65 Alignment 65 Proximity 65

Layout 66 Gutenberg Diagram and Z-Pattern 67 Grids 68 Spacing 70 Margins 70 Additional Layout Considerations 71

Fonts 71 Serif and Sans Serif Fonts 71 Number of Fonts per Document 72 Font Sizes 72 Font Choices 73

Color 73 Color Theory 74 Color and Meaning 74

Design Considerations for Online Text 75 Comparing Print and Online Text 75 Organizing Content 77 Presenting the Content 77

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Creating Searchable Content 78 Making Your Web Writing Accessible 78

Format for Business Letters 80 Letterhead 80 Return Address 80 Date Line 80 Inside Address 82 Attention Line 82 Salutation 82 Mixed or Open Punctuation 82 Subject Line 82 Second-Page Heading 83 Complimentary Close 83 Signatare Block 83 Information Notations 83 Postscripts 84 Paper 84 The Fold 84 Envelope Address 85

Format for Memorandums (Memos) 86 Memo Headings 87 Memo Body 87

Format for Letter and Memorandum (Memo) Reports 87 Format for Formal Reports 88

General Information on Report Presentation 88 Mechanics and Format of the Report Parts 92

Format for Brochures 95 Brochure Content 95 Brochure Design 95

Contents xv

Problem Solving Challenge: Promoting a Professional Look 64

From the Tech Desk Using Microsoft Word 2016's Insert, Position, and Text Wrap Features to Place Visuals on a Page 69

From the Tech Desk: Fine-Tuning the Line Spacing in Microsoft Word 2016 70

From the Tech Desk: Kerning in Microsoft Word 2016 71 Communication Matters: One Space or Two after a

Period? 72 Communication Matters: What 1s Your Font Really

Communicating? 73 Communication Matters: What Does the Color of Your Logo

Say about Your Business? 75 From the Tech Desk: Modifying Styles in Microsoft

Word 2016 90 From the Tech Desk: Using Microsoft Word to Number Report

Pages 91 From the Tech Desk Generating a Table of Contents and List

of Tables and Figures Using Microsoft Word 2016 94 Power Charge Your Professionalism: Use Standard

Capitalization 98


Chapter 4 Communicating with Visuals 102 Flanning the Visuals 103 Constructing and Presenting Visuals 103

Size 104 Orientation 104 Type 105 Rules and Borders 105 Color and Cross-Hatching 105 Background 105 Numbering 105 Construction of Titles and Captions 106 Placement of Titles and Captions 106 Footnotes and Acknowledgments 106

Selecting and Using Textual Visuals 108 Tables 108 Pull Quotes 109 Bulleted or Numbered Lists 111 Flowcharts and Process Charts 112

Selecting and Using Charts, Graphs, and Other Visuals 113 Bar and Column Charts 113 Pictographs 116 Pie Charts 117 Line Charts 118 Scatter Diagrams 119

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Maps 119 Combination Charts 121 Three-Dimensional Visuals 121 Photographs 124 ClipArt 124 Other Visuals 124 Visual Integrity 125

Placing and Interpreting the Visuals 129

Problem-Solving Challenge: Choosing the Right Visuals for Your Data and Your Audience 104

Communication Matters: Telling Your Story with an Infographic 107

From the Tech Desk: Using Pivot Tables and Charts in Microsoft Excel 110

From the Tech Desk: Using Pictures to Chart Data in Excel 117 From the Tech Desk: Making the Most of Excel 123 Communication Matters: Avoiding Chartjunk 126 Communication Matters: The Periodic Table of Visualization

Methods 128 Communication Matters: Practicing Visual Ethics 129 Power Charge Your Professionalism: Use Numbers

Correctly 130


Chapter 5 Crafting Effective Sentences and Paragraphs 134 Adapting Your Style to Your Readers 136 Selecting Appropriate Words 136

Use Familiar Words 137 Prefer Short Words 137 Use Slang and Populär Cliches with Caution 138

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Use Technical Words and Acronyms Appropriately 138 Use Precise Language 139 Select Words for Appropriate Usage 140 Prefer Action Verbs 141 Avoid Camouflaged Verbs 143

Writing Clear Sentences 143 Limit Sentence Content 144 Economize on Words 146 Manage Emphasis with Sentence Structure 147 Give Sentences Unity 149 Word Sentences Logically 149

Writing Clear Paragraphs 152 Keep Paragraphs Concise 152 Give Paragraphs Unity 153 Make Paragraphs Coherent 154 Make Each Paragraph Serve a Strategie Purpose 156

Probiem-Solving Challenge: Learning from an Unclear Message 136

Communication Matters: The Most Annoying Cliches in Marketing 138

Communication Matters: Don't Be Hoodwinked by Homophones 141

Communication Matters: Everything You Wanted to Know about Active and Passive Voice 142

Communication Matters: Will the Real Verb Please Stand Up? 143

Communication Matters: Avoiding Stringy and See-Saw Sentences 145

From the Tech Desk: Readability Statistics Help Writers Evaluate Their Documents' Length and Difficulty 145

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Communication Matters: Is That a Surplus Word? 147 Communication Matters: Don't Make Me Laugh 151 Communication Matters: Beware the Vague or lllogical

This 155 Communication Matters: The Most Commonly Misused

Transitional Expression? 156 Power Charge Your Professionalism: Make Your Subjects and

Verbs Agree in Number 158

Key Terms 159 Critical-Thinking Ouestions 159 Skills-Building Exercises 160

Chapter 6 Building Positive Relationships through Communication 166 Showing Consideration for Your Message Recipients 168

Use the You-Viewpoint 168 Use a Conversational Style 170 Be Courteous 172

Accentuating the Positive 176 Use Positive Words 176 Focus on What You Can Do 176 Manage Emphasis for a Positive Effect 177 Use Positive Emphasis Ethically 178

Communicating Ethically 178 Communication-Related Ethical Issues 179 Qualitiesto Cultivate 182 Resources for Ethical Reasoning 183

Problem-Solving Challenge: Affecting Human Rotations through Writing 168

Communication Matters: Business Etiquette—It Depends on Where You Are 173

Communication Matters: Parent, Child, or Adult? 174 From the Tech Desk: Courtesy in the Age of Mobile

Devices 175 Communication Matters: Exaggeration Will Get You

Nowhere 176 Communication Matters: Three Ways to Avoid Sexist

Pronouns 180 Communication Matters: Understanding the Different

Generations in the Workplace 181 Communication Matters: How Much Self-Expression Is

Allowed on the Job? 183 Power Charge Your Professionalism: Make Your Pronouns and

Antecedents Agree in Number 187


Contents xvii

Chapter 7 Communicating across Cultures 192 The Importance of Cross-Cultural Communication Skills 194 Dimensions of Cultural Difference 195

Three Major Factors That Affect Culture 195 Body Positions and Movements 197 Views and Practices Concerning Human Relationships 199

Problems of Language 203 Lack of Language Equivalency 203 Difficulties with English 204

Advice for Communicating across Cultures 207 Do Your Research 207 Know Yourself and Your Company 208 Be Aware—and Wary—of Stereotypes 209 Adapt Your English to Your Audience 209 Be Open to Change 209

Problem-Solving Challenge: Preparing for Cross-Cultural Communication 194

Front the Tech Deslc Web Tools for Cross-Cultural Communication 196

Communication Matters: Carefully Present and Receive a Business Card in Japan 198

Communication Matters: High-Context versus Low-Context Cultures: Edward T. Hall 199

Communication Matters: Six Dimensions of Culture: Geert Hofstede 200

From the Tech Deslc Get a Snapshot of Countries' Cultural Dimensions from the Hofstede Center 202

Communication Matters: They Have a Word for That! 203 Communication Matters: Blundering with Words 204 Power Charge Your Professionalism: Use the Right

Pronoun 210


Pal"t Th TG0 Structures and Strategies for Common Business Documents

Chapter 8 Writing Good-News and Neutral Messages 214 Approaches to Good-News and Neutral Messages 216 The General Direct Plan 216

Beginning with the Objective 216 Covering the Remaining Part of the Objective 216 Ending with Goodwill 216

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Routine Inquiries 217 Beginning Directly 217 Providing Information and Explanations 217 Asking the Ouestions 218 Ending with Goodwill 218 Reviewing the Pattern for Routine Inquiries 218 Comparing Examples of a Routine Inquiry 218

Favorable Responses 222 Identifying the Message You Are Answering 222 Beginning with the Answer 222 Logically Arranging the Answers 223 Skillfully Handling the Negatives 223 Considering Extras 223 Closing Cordially 223 Reviewing the Pattern for Favorable Responses 223 Comparing Examples of a Favorable Response 224

Writing Order Acknowledgments 228 Order Acknowledgments 228 Being Direct and Building Goodwill in Order

Acknowledgments 228 Being Tactful in Order Acknowledgments 228 Using Strategies for Other Thank-You Messages 229 Reviewing the Pattern for Order Acknowledgments and

Other Thank-You Messages 230 Comparing Examples of an Order

Acknowledgment 231 Claims 235

Using Directness for Claims 235 Organizing the Direct Claim 235 Reviewing the Pattern for Direct Claims 236 Comparing Examples of a Direct Claim

Message 236

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Using Indirectness in Claims 238 Reviewing the Strategy for the Indirect Claim Message 240 Comparing Ineffective and Effective Examples of an

Indirect Claim 240 Internal-Operational Messages 241

Writing Casual Operational Messages 242 Writing Moderately Formal Messages 242 Writing Formal Messages 243 Reviewing the Pattern for Internal-Operational Messages 243 Comparing Examples of an Internal-Operational Message 244

Other Direct Message Situations 245 |

Problem-Solving Challenge: Searehing for New Regional Headquarters 217

Problem-Solving Challenge: Answering a Potential Customer's Questions 222

From the Tech Desk: Using Function Keys in Microsoft Word 224

Communication Matters: How Routine Responses Were Written in the Late 1800s 225

Problem-Solving Challenge: Building Goodwill with a "Thank-You" Message 228

From the Tech Desk: Tables Help Writers Organize Data for Easy Reading 229

Communication Matters: Personalizing Form Letters 230 Communication Matters: A Workplace without Email? One

Company's Strategy 231 Problem-Solving Challenge: Requesting a Correct Shipment

and Revised Invoice 235 From the Tech Desk: Quick Parts Makes Quick Work for

Business Writers 236 Problem-Solving Challenge: Seeking an Adjustment for a

Subpar Experience 238 From the Tech Desk: Customizing Your Word or Outlook

Toolbar 239 Problem-Solving Challenge: Reminding Employees of the

Shipping Policy 241 Communication Matters: Gmail's Smart Reply 242 Power Charge Your Professionalism: Use Commas with a

Series, Phrases, and Clauses 246

Key Terms 246 Critical-Thinking Questions 246 Skills-Building Exercises 247 Problem-Solving Cases 249

Chapter 9 Writing Bad-News Messages 262 Approaches to Writing Bad-News Messages 264 The General Indirect Plan 264

Using a Strategie Buffer 264 Setting Up the Negative News 265

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Presenting the Bad News Objectively 265 Offering an Alternative Solution 266 Ending on a Positive Note 266 Apologizing 266

Refused Requests 267 Developing the Strategy 267 Setting Up the Buffer 267 Presenting the Reasons for the Refusal 268 Handling the Refusal Positively 268 Offering an Alternative When Possible 268 Closing with Goodwill 269 Reviewing the Pattern for Refusing a Request 269 Comparing Examples of a Refused Request 269

Adjustment Refusals 273 Determining the Strategy 273 Setting Up Your Buffer and Strategy 273 Making Your Case 274 Refusing Positively and Closing Courteously 274 Reviewing the Pattern for Refusing an Adjustment 274 Comparing Examples of an Adjustment Refusal 274

Negative Announcements 277 Determining the Strategy 277 Setting Up the Buffer 277 Presenting the Justification and Bad News 277 Focusing on Next Steps or Remaining Benefits 278 Closing on a Positive or Encouraging Note 278 Reviewing the Pattern for Negative Announcements 278 Comparing Examples of a Negative Announcement 278 Using Directness in Some Cases 281

Communication Matters: You Think Saying "No" in the United States Is Tricky... 265

Problem-Solving Challenge: Denying a Request for a Donation 267

Communication Matters: Delivering Bad News: A Sign of Leadership 270

Contents xix

Case Illustration: Refused Request Message to an Externa! Audience (Denying an Artist's Request) 271

Case Illustration: Refused Request Message to an Internal Audience (Saying "No" to an Employee) 272

Problem-Solving Challenge: Denying a Customer's Claim 273 Case Illustration: Adjustment Refusal Letter (Refusing a

Refund) 276 Problem-Solving Challenge: Announcing an Increase in Health

Insurance Costs 277 Case Illustration: Negative Announcement (Decreasing

Work Hours) 280 Power Charge Your Professionalism: Use Colons and Semicolons

Correctly 281

Key Terms 282 Critical-Thinking Ouestions 282 Skilis-Building Exercises 282 Problem-Solving Cases 283

Chapter 10 Writing Persuasive Messages and Proposais 294 Approaches to Writing Persuasive Messages and Proposais 296 General Advice about Persuasion 296

Know Your Readers 297 Choose and Develop Targeted Reader Benefits 297 Make Good Use of Three Kinds of Appeals 298 Make It Easy for Your Readers to Comply 299

Persuasive Requests 299 Determining Your Strategy 300 Gaining Attention in the Opening 300 Developing the Appeal 301 Making the Request Clearly and Positively 302 Reviewing the Strategy for Persuasive Requests 302 Comparing Bad and Good Examples of a Persuasive

Request 302 Sales Messages 306

Questioning the Ethics of Sales Messages 306 Preparing to Write a Sales Message 308 Determining the Central Appeal 310 Determining the Makeup of the Mailing 311 Gaining Attention before the Message Begins 312 Gaining Attention in the Opening of the Message 313 Building a Persuasive Case 313 Using a Persuasive Writing Style 318 Enhancing Your Message with Visuals 319 Making the Sales Request 321 Adding a Postscript 322 Offering Name Removal to Email Readers 322 Reviewing the Strategy for Sales Messages 322 Comparing Bad and Good Examples of a Sales

Message 323

Multimedia Selling 324 Linking Your Communication to Other Communications 325 Posting Material on Social Media 327 Comparing Bad and Good Examples of a Content-Marketing

Blog Post 334 Proposais 336

Types of Proposais 336 Proposal Format and Contents 340

Problem-Solving Challenge: Raising Funds for a Worthy Cause 299

Communication Matters: The Ingredients of Successful Fundraising 302

Problem-Solving Challenge: Generating More Customers for Your Business 306

Communication Matters: Are Sales Letters Becoming Extinct? Absolutely Not! 307

From the Tech Desk: Learn about e-Selling from Chief Marketer and MailChimp 309

Communication Matters: Take It from Web Developers: Personas Rock! 311

Communication Matters: Current Trends in Promotional Writing: A Q&A with a Young PR Professional 319

Communication Matters: Persuasive Strategies Vary across Cultures 321

Problem-Solving Challenge: Blogging for Your Employer 324 From the Tech Desk: Rogue Marketing: When Going Social

Gets Out of Hand 330 Problem-Solving Challenge: Selling Your Services through

Proposal Writing 336

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From the Tech Desk: Web Resources for Proposal Writing 337 Communication Matters: Wise Words from a Professional

Proposal Writer 342 Communication Matters: The Seven Deadly Sins of Proposal

Writing 343 Power Charge Your Professionalism: Make Logical

Comparisons 350

Key Terms 351 Critical-Thinking Ouestions 351 Skiils-Building Exercises 352 Problem-Solving Cases 355

Chapter 11 Researching and Writing Reports 368 Defining Reports 370

What Is a Report? 370 Who Writes Reports? 371

Determining the Report Problem and Purpose 372 The Preliminary Investigation 372 The Need for Clear Problem and Purpose

Statements 373 Determining the Factors 374

Use of Subtopics in Informative Reports 374 Possible Causes for Problems Requiring a Solution 374 Bases of Comparison in Evaluation Studies 374

Gathering the Information 376 Conducting Secondary Research on the Internet 376 Conducting Secondary Research in a Library 388 Conducting Primary Research with Surveys 392 Conducting Observations and Experiments 397 Conducting Qualitative Primary Research 400 Conducting Ethicai Business Research 401

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Interpreting the Rindings 402 Avoiding Errors in Interpretation 403 Contextualizing the Data 403 Interpreting Numerical Data 404

Organizing the Report Information 405 The Nature and Benefits of Outlining 405 Basic Guidelines for a Logical, Clear Structure 406 Common Patterns of Organization 407 Combined Patterns 408 From Outline to Table of Contents 408

Writing the Report 411 Beginning and Ending 411 Being Objective 412 Being Consistent with Time 413 Including Transitions 413 Maintaining Interest 415

Writing Reports Collaboratively 415 Determining the Group Makeup 415 Creating the Gmund Ruies 415 Choosing the Means of Collaboration 417 Making a Project Plan 418 Researching and Writing the Report 418

Problem-Solving Challenge: Researching User-Testing Methods for Your Boss 370

Communication Matters: How Far Shouid Your Report Go? 373 From the Tech Desk: Report-Writing Tools Help Businesses

Succeed 375 From the Tech Desk: Use Search Operators to Manage Your

Search 380 From the Tech Desk: Web-Based Survey Tools Help Writers

Design, Analyze, and Report Results of Questionnaires 396

Communication Matters: Formal, Informal, or Somewhere in Between? 412

Communication Matters: Does Your Group Have Emotional Intelligence? 416

From the Tech Desk: Tools for Collaborative Writing 417 Communication Matters: Three Methods of Collaborative

Writing 419 Power Charge Your Professionalism: Avoid Faulty

Parallelism 420


Chapter 12 Creating the Right Type of Report 426 An Overview of Report Components 428

The Report-Components Grid 428 The Report Components 429

Contents xxi

Characteristics of the Shorter Reports 434 Little Need for Introductory Information 434 Predominance of the Direct Order 434 A More Personal Writing Style 437 Less Need for Coherence Melpers 437

Forms for Short to Mid-Length Reports 437 The Short Report 437 Letter Reports 439 Email and Memo Reports 445 Written Reports in Other Forms 445

Common Types of Short Reports 446 Routine Operational Reports 446 Progress Reports 447 Problem-Solving Reports 450 Meeting Minutes 451

Long, Formal Reports 453 Additional Components of Long, Formal Reports 453 The Formal Report lllustrated 457

Problem-Solving Challenge: Figuring Out What Kind of Report to Prepare 428

Communication Matters: Creating a Report Title with the Elve Ws and One H 430

Communication Matters: Are Tweets, Blog Comments, and Text Messages Undermining Your Report-Writing Skills? 435

From the Tech Desk: Using a Report Template for a Polished Look 436

Communication Matters: When Is a Report not a Report? 444

Communication Matters: The Monetary Value of a Good Report 447

From the Tech Desk: Using a Table of Contents Generator for Speed and Accuracy 455

Power Charge Your Professionalism: Use Apostrophes Correctly 477

Key Terms 477 Critical-Thinking Ouestions 477 Skills-Building Exercises 478 Problem-Solving Cases 479

Fo U T Strategies for Oral Communication and the Job Search

Chapter 13 Delivering Business Presentations and Speeches 500 Preparing the Right Kind of Talk 502

Informative Presentations 502 Persuasive Presentations 504

Entertaining or Ceremonial Presentations 505 Hybrid Presentations 506

Flanning the Content and Delivery 507 The Topic and Purpose 507 The Structure 507 The Delivery Method 508 The Means of Audience Interaction 509

Flanning the Visuals to Support Your Talk 510 Using Presentation Software Effectively 510 Creating a Storyboard 513 Preparing Handouts 513

Delivering Your Talk 516 Projecting Appealing Personal Traits 516 Managing the Physical Elements 517 Using a Pleasant Voice and Speaking Style 518 Referring to Your Visuals as You Speak 519 Managing the Interactions with Your Audience 521 Reviewing Presentation Basics 521

Delivering Web-Based Presentations 522 Varieties of Web Presentations 522 Special Guidelines for Web Presentations 522

Giving Team (Collaborative) Presentations 524

Problem-Solving Challenge: Meeting the Challenge of Formal Speaking 502

Communication Matters: 10 Types of Business Presentations 503

Communication Matters: Gelting Your Speech Off on the Right Note 506

Communication Matters: Controlling Nervousness Düring Your Talk 517

From the Tech Desk: Look Like a Pro with PowerPoint Keyboard Shortcuts 519

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xxii Contents

From the Tech Desk: Presentation Delivery Tools Help You Convey Your Message Effectively 520

From the Tech Desk: Virtual Presentations: The Next Best Thing to Being There 523

Power Charge Your Professionalism: Use Adjectives and Adverbs Correctly 525


Chapter 14 Putting Interpersonal Communication Skills to Work in Conversations and Meetings 530 Communication and Organizational Cultures 532

Learning Your Organization's Culture 532 Navigating Your Organization's Culture 532

Nonverbal Communication 534 The Nature of Nonverbal Communication 534 Types of Nonverbal Communication 534

Listening 537 The Nature of Listening 537 Strategies for Improving Your Listening Ability 537

Conversation and Small Talk 539 Starting a Conversation 539 Approaching Difficult Conversations 540 Giving and Receiving Feedback 541

Conflict and Negotiation 543 Negotiating 545

Meetings and Teams 545 Conducting Meetings 545 Participating in a Meeting 549 Working in Teams 550

Telephone Skills 550 Professional Voice Quality 550 Courtesy 551 Effective Phone Procedures 551 Effective Voice Mail Techniques 551 Courteous Use of Cell Phones 552

Problem-Solving Challenge: Getting Along in the Workplace 532

Communication Matters: Can You Be Fired for Using Profanity at Work? 533

Communication Matters: Introverts and Extraverts: Personality Types and Interpersonal Communication 536

Communication Matters: The Ten Commandments of Listening 538

Communication Matters: What's in a Handshake? 540 Communication Matters: Thinking before You Speak 541

From the Tech Desk: Collaborative Tools Support Virtual Meetings 549

From the Tech Desk: Telephobia: It's a Thing 552 Power Charge Your Professionalism: Put Your Editing Skills

to Work 553


Chapter 15 Communicating in the Job Search 558 Conducting the Job Search 560

Building a Network of Contacts 560 Obtaining an Internship 561 Identifying Appropriate Jobs 561 Finding Your Employer 564

Preparing the Application Documents 566 Constructing the Resume 568

Resume Content 568 Printed (Hard Copy) Resumes 580 Contrasting Examples of Resumes 581 Electronic Resumes 584

Writing the Cover Message 592 Cover Messages 592 Contrasting Examples of Cover Messages 600 Email Cover Messages 601

Handling the Interview 601 Investigating the Company 601 Making a Good Impression 601

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Anticipating Questions and Preparing Answers 602 Putting Yourself at Ease 604 Helping to Control the Dialog 605 Leading an Interview 605

Following Up and Ending the Application 607 Writing a Thank-You Message 607 Constructing a Follow-up to an Application 607 Flanning the Job Acceptance 608 Writing a Message Refusing a Job 608 Writing a Resignation 609 Continuing Job-Search Activities 609

Problem-Solving Challenge: Rinding Your First Post-College Job 560

Communication Matters: Perfecting Your Elevator Pitch 561 Communication Matters: Are You Sure You're Qualified?

Employers May Not Agree 563 From the Tech Desk: Make Your Linkedln Profile Work for

You 565 Communication Matters: The Most Important Six Seconds in

Your Job Search 581 Communication Matters: Developing a Professional

Portfolio 595 From the Tech Desk: Websites Offer Valuable Interview

Advice 602 Communication Matters: Answers to the 10 Toughest

Interview Questions 604 Communication Matters: What's the Number One

Interviewing Mistake? 608 Power Charge Your Professionalism: Put Your Editing Skills

to Work 610

Key Terms 610 Critical-Thinking Questions 611 Skills-Building Exercises 611 Problem-Solving Cases 612

Bonus Chapters

uma A-4 Cma 2-2 A-4 Cma 3 A-5 Cma 4-1 A-6 Cma 4-2 A-6 Cma 4-3 A-6 Cma 4-4 A-6 Cma 5-1 A-7 Cma 5-2 A-7 Cma 6-1 A-7 Cma 6-2 A-7 Dash: Dsh 1 A-7 Dsh 2 A-8 Exclamation Mark: Ex A-8 Hyphen: Hpn 1 A-8 Hpn 2-1 A-8 Hpn 2-2 A-8 Hpn 2-3 A-8 Italics: Ital 1 A-9 Ital 2 A-9 Ital 3 A-9

Reference Chapter A Correctness of Communication A-1

The Importance of Correctness A-1 The Nature of Correctness A-1 Standards for Punctuation A-2

Apostrophe: Apos 1 A-2 Apos 2 A-2 Apos 3 A-2 Brackels: Bkts A-3 Colon: Cln 1 A-3 Cln 2 A-4 Comma: Cma 1 A-4 © Ingram Publishing RF

xxiv Contents

Parentheses: Parens A-9 Period: Pd 1 A-9 Pd 2 A-9 Pd 3 A-9 Question Mark: Q A-10 Quotation Marks: QM 1 A-10 QM 2 A-10 QM 3 A-10 QM 4 A-10 Semicolon: SC 1 A-12 SC2 A-12 SC3A-13 SC 4 A-13

Standards for Grammar A-13 Adjective-Adverb Confusion: AA A-13 Subject-Verb Agreement: Agmt SV A-13 Adverbial Noun Clause: AN A-15 Awkward: Awk A-15 Dangling Modifiers: Dng A-15 Misplaced Modifiers: Mispl A-15 Mixed Construction: MixCon A-16 Incomplete Constructions: IncCon A-16 Sentence Fragment: Frag A-16 Run-on (Fused) Sentence: RO A-16 Comma Splice: CS A-17 Pronouns: Pn 1 A-17 Pn 2 A-17 Pn 3 A-18 Pn 4 A-19 Parallelism: Prl A-20 Tense:Tns A-20 Tns 1 A-20 Tns 2 A-20 Tns 3 A-20 Tns 4 A-21 Tns 5 A-21 Word Use: WU A-22 Wrong Word: WW A-22

Standards for the Use of Numbers A-23 Numbers: No 1 A-23 No 2 A-23 No 3 A-23 No 4 A-23 No 5 A-23 No 6 A-24 No 7 A-24 No 8 A-24 No 9 A-24 No 10 A-25 No 11 A-25

Spelling: SP A-25 Rules for Word Plurals A-26 Other Spelling Rules A-26

Capitalization: CAP A-27 Key Terms A-28 Critical-Thinking Questions A-28

Punctuation A-30 Apostrophes A-31 Pronouns A-31

A Self-Administered Diagnostic Test of Correctness A-31 Corrections for the Self-Administered Diagnostic Test of Correctness A-32

Problem-Solving Challenge: The Effects of Correctness on Communication A-1

Communicatiorr Matters: Can You Detect the DifTerence That Punctuation Makes? A-2

Communication Matters: Good Grammar: Your Ticket to Gelting and Keeping a Job A-5

From the Tech Desk: Using the Internet to Improve Your Grammar A-11

From the Tech Desk: Hyphen, Small Dash, or Big Dash? A-12

Reference Chapter B Documentation of Sources B-1

When to Acknowledge B-1 How to Acknowledge B-3

The Three Main Citation Styles B-3 The Two Systems of the Chicago Style B-4 Preview of the Remaining Sections B-4

How to Cite Your Sources with Footnotes (Chicago Style) B-4 How to Cite Your Sources in Parentheses in the Text (APA and MLA Styles) B-12 The Reference List or Bibliography (Chicago, APA, and MLA) B-12

Communication Matters: Quotation Marks, Citation, Both, or Neither? B-2

From the Tech Desk: Using Microsoft Word 2016 to Add Footnotes B-5

Communication Matters: Citation Management Tools: Use with Caution B-19

Key Terms B-19

End Notes EN-1 Index IN-1

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