Essentials of business communication by Guffey, Mary EllenLoewy, DanaAlmonte, Richard (z-lib.org)

Index

Page numbers followed by an f Analytical reports, 154, 169–176 report organization, 155f Boldface, 54, 72, 349
indicate illustrative information in figures. Animation, 256, 259 slide presentations, 261–262, 262f Booher, Dianna, 49
Announcing negative news to Audience-focused message, 36 Books, 187
A Audience-oriented message, 31 Bosrock, Ronald M., 219
employees, 144–146 Audio conferencing, 10f, 240 Bouton, Daniel, 134
Abbreviations Antecedent, 368–369 A&W, 101 Brackets, 399
comma, 388 “Anytime, anywhere” office, 8 Azad Consulting Associates, 140, 141f Branding yourself, 280, 280f
correction, 337 APA style Briefing, 245f
period, 388 B Brilliant Email (Seeley), 83
bibliography (“References”), 211f, Brogan, Chris, 99
Abstract, 200 341, 342f Bad-news messages. See Negative Bucero, Alfonso, 13
Abstract noun, 364 writing situations Buck Institute for Research
accede, exceed, 414 electronic references, 342, 342f
accept, except, 414 in-text citation, 341 Bar chart, 195–196, 195f, 196f, 260f on Aging, 181
Accepters, 80 reference text (APA Manual), 341 Best Buy Blogger Network, 96 Buff and Polish: A Practical Guide
Action-specific verbs, 21 APEX. See Association of Professional Best case/worse case organization,
Active listening, 12 to Enhance Your Professional
Active voice, 55–56, 351, 372 Executives of the Public Service 186f, 250 Image and Communication Style
Addresses, 383, 409 of Canada (APEX) Bias-free language, 41–42 (Volin), 219
Adjectives and adverbs Apologizing, 132, 133 Bibliography Buffer, 131
Apology, 132 Buffering the opening, 131–133
capitalization, 402–403 Apostrophe, 394–395 APA (“References”), 211f, 341, Buhler, Patricia M., 219
comma, 386 Appearance, 14, 15f 342f Bulleted list, 72–73
comparative degree, 376 Appended questions, 388 Buried verbs, 68, 69
compound modifier, 377 Apple Calendar, 235 MLA (“Works Cited”), 344, 345f Burson-Marstellar, 122
describing/limiting verbs, 377 Applicant tracking system (ATS), 290 Blackboard, 254 Business blog, 96. See also Blog
linking verbs, 377 Application form, 321 “Black holes,” 276 Business buzzwords, 68, 69
positive degree, 376 Application or résumé follow-up Blaming others, 135 Business letter, 328–333
superlative degree, 376 message, 321–322 Bloch, Michael, 90 addressee and delivery
there/their/they’re, 377 Applied ethics, 220 Block-style letter, 330f, 332
adverse, averse, 414 Appositive, 386 Blog, 11f, 96–99 notations, 329
advice, advise, 414 appraise, apprise, 415 attention line, 329
affect, effect, 414 Apps, 228 body, 99 block style, 330f, 332
Age-biased language, 42 Aristotle, 107 calls to action, 99 body, 331
Agreement ascent, assent, 415 channel richness, 35f channel richness, 35f
pronoun-antecedent, 368–369 Association of Professional Executives crisis communication, 96, 98 complimentary close, 331
subject-verb, 370–371 of the Public Service of Canada defined, 96 copy notation, 332
AIRA (APEX), 216 editing and proofreading, 99 dateline, 329
action, 109 Association of Proposal Management example, 97f email attachment, as, 156–157f
attention, 108 Professionals, 180 internal communication and enclosure notation, 331
claim or complaint, 112 Association websites, 276–277 envelope, 333–334
interest, 109 Assumptions, 23 recruiting, 98 example, 91f, 330f
persuasive request, 111 assure, ensure, insure, 415 market research, 98 inside address, 329
persuasive tweets, 123 Atos, 91 marketing tool, as, 122 letterhead, 329
reduce resistance, 109 ATS. See Applicant tracking negative blog posts, 96 letter of transmittal, 200, 203f
sales message, 116 system (ATS) online communities, 98 letter proposal, 181, 182–183f
AirLINX Transit Partners, 180 Attention-grabbing techniques, 247, opening paragraph, 98 letter report, 156, 156–157f
All caps, 54, 72, 349 248f public relations/customer mixed punctuation, 330f, 332–333
all ready, already, 414 Audience modified block style, 330f, 332
all right, alright, 414 direct/indirect organization, 49–50, relations, 96 open punctuation, 330f
altar, alter, 414 respond to posts respectfully, 99 plain-paper return address, 332
Ambiguous wording, 21 51f tips/pointers, 98–99 reference initials, 331
American Idol (TV), 107 gaining and keeping audience title, 98 salutation, 330–331
American Psychological Association uses, 96 second-page heading, 332
attention, 247, 248f viral marketing, 98 signature block, 331
style. See APA style hostile, 246, 246f visuals, 99 subject and reference lines, 331
Amex, 48 presentations, 246, 246f, Blue Twit, 65 uses, 90
Analogies, 251 BMW Group, 20 writing plan, 90
251–253 Body art, 15
primary/secondary, 33f Body language presentation
profiling, 33–34
report, 185 errors, 266
Body piercings, 15

N EL 427

Copyright 2019 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content
may be suppressed from the eBook and/or eChapter(s). Nelson Education reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Business meetings, 234–240 plagiarism, 193 numbered and lettered items, 404 Comic Sans, 72
agenda, 235–236, 236f proposals. See Proposals organization names, 403 Comma, 382–390
conflict, 237 purpose, 153 personal and business titles,
ending/following up, 237–238 report organization, 154–155 abbreviations, 388
ground rules, 237 Business writing, 26–78 403–404 addresses, 383
minutes, 238, 238f active/passive voice, 55–56 points of the compass, 404 appended questions, 388
moving the meeting along, 237 anticipating/profiling the audience, product names, 405 appositive, 386
number of participants, 235, 235f proper adjectives, 402–403 clarity, 388
preparation, 234–235 33–34 proper nouns, 402 contrasting statements, 388
purpose, 235 audience benefits, 36 seasons, 406 dates, 383
scheduling, 235, 236f bias-free language, 41–42 Carbonite, 10f degrees, 388
virtual meetings, 238–240 clarity, 66–70 Career development, 269–325 dependent clause, 385–386
communication channel, 34–36 application form, 321 direct address, 382
Business presentations, 11f, 244–268 communication process, 28–30 application or résumé follow-up geographical items, 383
audience analysis, 246, 246f conciseness, 62–66 independent clause, 385
body language presentation conversational, professional message, 321–322 omitted words, 388
errors, 266 cover letter, 293–298 overuse, 389
building audience rapport, tone, 37–39 job acceptance message, 322–323 parenthetical expressions, 382–383
251–253 courteous language, 39, 41 job interview. See Employment phrase, 386
career blunders, 256 direct/indirect organization, 49–50 quotations, 388
cue-card method, 263, 263f emphasis, 53–55 interview series, 382
delivery method, 262–263 evaluating effectiveness of job rejection message, 323 two or more adjectives, 386
digressions, 265 job search. See Job search Comma overuse, 389
dress/attire, 248f, 252 message, 77 rejection follow-up message, 322 Comma splice, 53
eye contact, 248f, 265 eye appeal of business resignation letter, 323 Common noun, 364
facial expression, 253 résumé. See Résumé Communication, defined, 28
flipcharts or boards, 254, 254f documents, 14 Carlson, Chris, 83 Communication and collaborative
gaining and keeping audience goals, 30–31 Carnegie, Andrew, 232
attention, 247, 248f imprecise writing, 352–353 Category heading, 73 technologies, 8, 10–11f
handouts, 254f, 255 mixed construction, 353 CBCA Business database, 188 Communication channel, 34–36
imagery, 251–252 paragraphs, 57–58, 354–355 “Cell yell,” 229 Communication process, 28–30
infographics, 253, 254f parallelism, 56 Cellphone. See Smartphone Communication skills, 4–5
introduction, 247 plain language and familiar cereal, serial, 415 Communication Technology in the
moving around, 253 Channel, 29
nonverbal messages, 252–253, 266f words, 42–43 Channel noise, 29 News
organizing main ideas, 250 positive language, 39 Channel richness, 34, 35f email on vacation?, 80–81
post-presentation activities, precise, vigorous words, 43 “Charged” words, 9 public servants and harassment,
265–266 proofreading, 73–77 Charity Village, 276, 277f
preparation, 263–264 purpose, 33 Chicago Manual of Style endnote 216–217
presentation aids, 253–255 readability, 70–73, 74f Société de transport de Montréal
presentation outline, 249f research, 46–49 method, 339, 340f
purpose, 245–246 sentence structure, 51–53 Chismar, Douglas, 221 (STM), 27
rehearse, rehearse, rehearse, 263 style. See Style in writing Chronological organization,186f, 250 sustainability reporting, 152
rhetorical questions, 248f 3-3-3 writing process, 31–32 Chronological résumé, 281, 287f video communications, 2–3
slides, 253, 254f. See also Slide unity, 352 Circle chart, 198 Company records, 162
presentations “you” view, 36–37 Cisco Annual Security Report, 101 Company sites, 276
smartboards, 254, 254f Business writing goals, 30–31 Citation, 193 Comparative degree, 376
stage fright, 263, 264f Buzzwords, 68, 69 cite, site, sight, 415 Compare/contrast organization,
summary of main points, 250–251 Citing sources. See Documenting
tips/pointers, 265 C 186f, 250
types, 245 and citing sources complement, compliment, 415
verbal signposts, 252 CA Magazine, 221 Civility, 219 Complex complaint, 113f
visual aids, 253–255 Calendar programs, 235, 236f Civility policy, 216 Complex sentence, 52
“yes, but” answers, 265 Callebaut, Vincent, 184 Claim refusal, 142, 143f Complimentary close, 331
Campus career centre, 274 Claims and complaints, 111–112, Compound-complex sentence, 52
Business proposals, 179–184. See Canadian Apparel Federation, 276 Compound modifier, 377
also Proposals Canadian Marketing Association 113f Compound sentence, 51
Clarity, 66–70, 388 Concrete noun, 364
Business reports and proposals, (CMA), 274 Clark, Brian, 36 Conference Board of Canada, 186
153–214 Canadian Oxford Dictionary, 5n Clichés, 68 Conference calling, 10f
canva.com, 199 Clock time, 409 Conference report, 162–163, 165f
analytical reports, 154, 169–176 Caperton, Gaston, 5, 7 Cloud computing, 10f Conflict
channel richness, 35f capital, capitol, 415 coarse, course, 415
direct strategy, 154, 155f Capitalization, 402–408 Coca-Cola, 98, 122 constructive/destructive, 225
formal report. See Formal report Coherence, 58, 58f meetings, 237
headings, 159–161 academic courses and degrees, Coleman, James, 292 steps in conflict resolution process,
indirect strategy, 154–155, 155f 403 Collection letter, 137, 137f, 138
informal reports. See Informal Collections, 136–138 233f
beginning words, 405 Collective noun, 365 teams, 233, 233f
reports celestial bodies, 406 Collectivism, 17 Confusing words, 412–414
informational reports, 154, 156f, departments, divisions, Colon, 392 Conjunction, 379–380
Colours, 255–256, 260 conscience, conscious, 415
163–169 committees, 405 Combination headings, 160f Consequentialist-based ethical
model formal report, 202–211f ethnic references, 406 Combination résumé, 289f
geographic locations, 403 theories, 220
governmental terms, 405 Content notes, 339
literary titles, 405 Contrasting statements, 388

428 Index NEL

Copyright 2019 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content
may be suppressed from the eBook and/or eChapter(s). Nelson Education reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Convention report, 162–163, 165f Digital slide format, 157–158, 158f. bcc, 327 greeting the interviewer, 309
Conversational, professional tone, See also Slide presentations body, 84, 85 group interview, 304–305
cc, 327 handshake, 309
37–39 Direct address, 382 channel richness, 35f illegal/inappropriate questions,
Coordinated Universal Time (UTC), 239 Direct-mail sales letter, 116–121 closing, 84, 86, 88f, 328
Correction abbreviations, 337 down-editing, 86 316–317
council, counsel, 415 action, 119 etiquette, 88f nonverbal messages, 310–311
Courteous language, 39, 41 AIRA, 116 everlasting evidence, 83 online, video, virtual interview, 305
Cover letter, 293–298 attention, 117 example, 6f, 40f, 87f, 328f overview, 304f
emotional/rational appeal, 118 expert writing techniques, 40f panel interview, 304
body, 296–297 interest and desire, 117–118 getting started, 88f post-interview activities, 318–321
closing, 297 postscript (P.S.), 119 greetings, 84 purposes, 303
email, sending letter by, 298, 298f price, 119 interview follow-up, 319f questions about the future, 313–314
examples, 295f, 296f reducing resistance, 118–119 job application, 298, 298f questions regarding your
fax, 335, 335f sample letter, 120f marketing campaigns, 121–122
“I” dominance, 298 Direct opening, 50, 85 message, 328 experience/
opening, 293–296 Direct pattern off-work hours, 80–81 accomplishments, 313
Credibility, 108f audience, 49–50, 51f opening, 84, 85 questions to gauge your interest,
credible, creditable, 415 collection letter, 137f opting-in/opting-out, 121, 122 313
Credit Guru Inc., 138 negative writing situations, 129, 130f overload (too many messages), 83 questions to get acquainted,
Criticism reports, 154, 155f professional/unprofessional 312–313
offering constructive criticism at Direct quotation, 398 screening interview, 303
Direct strategy collection letter, 137f usage, 7f sequential interview, 305
work, 225–226 Disability-biased language, 42 progressive email policies, 80–81 situational questions, 314–315
responding to, 225 Disappointed customers, 140, 141f readability, 85 stress interview, 305
Cross-functional team, 8 disburse, disperse, 415 replying, 88f thank-you message, 318–319
Crowdsourcing, 95, 101, 101f Discussion forum, 189 sales message, 121–122 types, 303–305
Cue-card method, 263, 263f Distracted driving, 229f salutation, 327–328 Employment sites, 274, 275f, 276
Cultural dimensions Diverse workforce, 22–23, 232 sign-off, 84 Empty words, 65, 68, 311
communication style, 18–19 Dlugan, Andrew, 245 subject line, 84, 85, 327 Encoding, 29
context, 16–17 Documentation, 192 time management, 86 Endnotes, 419–426
individualism, 17–18 Documenting and citing sources, To line, 327 Enelow, Wendy, 283
intercultural communication, 19–20 tone, 85 Enron, 220
power distance, 18 192–194, 339–348 transmittal, of, 200 ensure, assure, insure, 415
time orientation, 18 APA style, 341–342 two-minute rule, 86 Enterprise-grade communication
Cultural self, 23 Chicago Manual of Style endnote Email attachments, 88–89, 115f, platforms, 92f
Culture, 16 envelop, envelope, 415
Cyar, Craig, 21 method, 339, 340f 156–157f Envelope, 333–334
content notes, 339 Email meeting minutes, 238f Environmental, social and governance
D footnote/endnote method, 339, Email of transmittal, 200 (ESG) information, 152
Email overload, 83 ESG information. See Environmental,
Daily workplace writing channels, 340f Email sales message, 121–122 social and governance (ESG)
82–105 how to document?, 193–194, 340 Emotion-laden words, 9 information
MLA style. See MLA style Emotional appeal, 118 Essential clause, 385–386
blogs, 96–99 paraphrasing, 193 Emotional intelligence, 218 Ethical theories, 220
email. See Email parenthetic method, 339–340 Empathy, 20, 36, 128, 133, 220 Ethics
instant messaging (IM), 90–94 plagiarism, 193 Emphasis, 53–55, 223, 349–351 defined, 220
letter. See Business letter source notes, 339 Employability skills, 6 ethical theories, 220
memo, 86–89 what to document?, 192–193 Employee bad news, 142–147 importance, 9
podcasts, 94–96 why document?, 192 Employee Communication negative writing situations, 146–147
social networking, 99–102 Down-editing, 86 professionalism, 220–221, 221f
texting, 90–94 Drafting, 31–32, 32f coordinators, 35 résumé, 290
wikis, 94–96 Draper, Darryl, 238 Employee engagement, 35 teams, 233, 234f
Daimler AG, 117 Dress/attire, 14, 248f, 252, 308–309 Employee retention, 35 Ethnically biased language, 42
Dangling modifier, 57, 353–354 Dress for Success (Molloy), 219 Employment. See Career Ethnocentrism, 20
Dash, 54, 349, 397 Dropbox, 10f every day, everyday, 415
Dates, 383, 408 Dual appeal, 118 development Examples, 252
De-emphasizing, 55, 350–351 Dull language, 43 Employment interview, 302–321 exceed, accede, 414
Decimals, 411 Duty-based ethical theories, 220 Excel, 199
Decoding, 29 actions to avoid, 312f except, accept, 414
Deference, 18 E asking your own questions, Excessive adjectives/adverbs, 64
Definitions, 398 Excessive exuberance, 70
Dell Computer, 101 E-newsletter, 121 317–318 Exclamation point, 397
Denying customer claims, 142, 143f Economical message, 31 before the interview. See Pre-job Executive summary, 200, 205f
Dependent clause, 385–386 Edison’s Desk, 96 Experimentation, 192
desert, dessert, 415 Editing, 32, 32f interview activities External proposal, 180
device, devise, 415 Education bonus, 7, 8f behavioural questions, 315–316, Eye appeal of business documents, 14
Diction, 38f effect, affect, 414 Eye contact, 13, 15, 248f, 265, 310
Digital calendars, 235, 236f elicit, illicit, 415 316f Eye messages, 21
Digital convergence, 10f Eluta, 276 challenging questions, 314 Eye-tracking research, 288
Digital dirt, 308 Email, 80–81, 83–86, 327–328 concluding the interview, 318
Digital message, 29 contact your references, 319–320
appropriateness, 84 dress/attire, 308–309
attachments, 88–89, 115f, 156–157f fear/nervousness, 309–310
first impressions, 311
following up, 320–321

N EL Index 429

Copyright 2019 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content
may be suppressed from the eBook and/or eChapter(s). Nelson Education reserves the right to remove additional content at any time if subsequent rights restrictions require it.

F executive summary, 200, 205f Grandstanding, 12 I
findings, 201 Granovetter, Mark, 278
Face-to-face communication front matter contents, 199–200 Grant request, 180 “I” dominance, 298
advantages, 222 graphics. See Graphics Graphics, 185, 186–187, “I/we” view, 37
appropriate topics, 224 introduction, 200–201 IBM, 65, 95, 101
channel richness, 35f list of figures, 200, 204f 194–199 IdeaStorm, 101
criticism, 225–226 organizing report findings, 185, 186f bar chart, 195–196, 195f, 196f illicit, elicit, 415
listening, 224 purpose statement, 184 flow chart, 195f, 198, 198f Illustration, map, photograph, 195f
names and titles, 224 research, 185, 187–192. See also infographics, 158, 159f, 199 IM. See Instant messaging (IM)
negative remarks, 224 line chart, 195f, 197, 197f Imagery, 251–252
praise, 224–225 Research objectives, 194, 195f Imperative mood, 372
voice, 222–223 sample report, 202–211f organization chart, 195f, 198, imply, infer, 415
scope of report, 185 Importance organization, 186f, 250
Facebook steps in report process, 184–185 199f Imprecise, dull language, 43
job search, 275, 307 summarizing findings and drawing photograph, map, illustration, Imprecise writing, 352–353
marketing tool, as, 122 In-person communication. See
Twitter followers, 100 conclusions, 185 195f
uses, 11f, 99 table of contents, 200, 204f pie chart, 195f, 197f, 198 Face-to-face communication
title page, 200, 202f software, 199 In-text citation, 339
Facebook Messenger, 90, 91 transmittal letter, 200, 203f table, 195, 195f, 196f
FaceTime, 11f work plan, 185 Grasso, Davide, 122 APA style, 341
Facial expression, 13 formally, formerly, 415 grate, great, 415 MLA style, 343–344
Faked attention, 12 Fort McMurray wildfires, 98 Great Lakes Coast Guard, 232 Incivility, 219
Farley, Jim, 37 Fractions, 410 GRI guidelines. See Global Reporting Indeed, 276
farther, further, 415 Fragment, 52 Independent clause, 385, 391
Favour refusal, 138–140 Free trial or sample, 119 Initiative (GRI) guidelines Index of Occupational Titles, 274
Favour request, 109–111 Freewriting, 51 Group interview, 304–305 Indicative mood, 372
Fax cover letter, 335, 335f Frequently misspelled words, 414–415 Group online chat, 92 Indirect opening, 50, 85
Feasibility report, 171, 173, 174f Fried, Jason, 68 Group-oriented cultures, 17 Indirect pattern
Feedback Friendly audience, 246, 246f Group problem solving, 234f audience, 50, 51f
Frontloading, 50 Grouped bar chart, 196f justification/recommendation
communication process, 29 Functional headings, 160f Groupthink, 23
intercultural audiences, 21 Functional résumé, 281, 288f report, 170–171
listening, 12 Fused (run-on) sentence, 52 H negative writing situations,
Feldman, Debra, 278 Future perfect tense, 372
Fight or flight response, 225, 263 Future tense, 372 Hall, Edward T., 14, 16 129–131, 146–147
Finance professionals, 222 Handouts, 254f, 255 persuasive writing situations,
First impressions, 311 G Handshake, 309
500 Pixels, 10f Hanging indented style, 344 108, 114
Flabby expressions, 62 Gaertner-Johnson, Lynn, 53 Hangouts, 90 reports, 154–155, 155f
Flattened management hierarchies, 9 Gender-biased language, 41 “Happy” fonts, 71f, 72 Individualism, 17–18
Fletcher, Theo, 22 Gender-neutral language, 41 Hard skills, 219 Influencers, 94, 98
Flexible working arrangements, 8 General words, 350 Hcareers, 276 Infographic apps, 292
Flickr, 10f Generation Y, 99 Headings Infographic résumé, 292, 292f
Flipcharts or boards, 254, 254f Geographical organization, 186f, 250 Infographics, 158, 159f, 199,
Flow chart, 195f, 198, 198f Gerund, 395 combination, 160f
Fogg, B. J., 106 Gestures, 13 functional, 160f 253, 254f
Foggy messages, 70 Gill, Barry, 83 grammatically equal heading levels, Informal letter proposal, 182–183f
Follow-up message, 318 Global competition, 9 Informal proposal, 180
Font, 72 Global Reporting Initiative (GRI) 159, 161 Informal reports, 153–178. See also
Font changes, 349 hierarchy of heading levels,
Font size, 54, 72 guidelines, 152 Business reports and proposals
Font style, 72 Global wiki, 96f 159, 160f conference report, 162–163, 165f
Footnote/endnote method, 339, 340f Globe and Mail, 307 reports, 159–161, 187 convention report, 162–163, 165f
Forbes, Malcolm, 142 Goodwill, 33 talking, 160f defined, 153–154
Ford Motor Company, 37 Google, 37, 100, 163, 189, 274 tips/pointers, 159, 161 digital slide format, 157–158, 158f.
Formal proposal, 180 Google Calendar, 235 visual impact, 73
Formal report, 184–187. See also Google Docs, 11f, 97f, 102f, 155 Help request, 109–111 See also Slide presentations
Google Scholar, 163, 189 Henderson, Ken, 22 electronic format, 155
Business reports and proposals Google Sites, 97f Hewlett-Packard (HP), 122 feasibility report, 171, 173, 174f
abstract, 200 GoToMeeting, 11f High-context cultures, 16, 17, gathering data, 162–163
audience, 185 Grammar/mechanics handbook, justification/recommendation
back matter contents, 201–202 17f, 18
bibliography, 201, 211f. See also 359–417 High-level diction, 38f report, 170–171, 171–172f
diagnostic pre-test, 359–363 High power distance countries, 18 letter format, 156, 156–157f
Bibliography key to grammar/mechanics Hiring/placement interview, 303. See manuscript format, 158–159
body contents, 200–201 memo format, 157
conclusions and recommendations, checkups, 417 also Employment interview milestone report, 164, 166f
parts of speech. See Parts of Hofstede, Geert, 18 minutes report, 164, 167, 167f
201, 210f hole, whole, 415 problem statement, 161
defined, 154, 184 speech “Hook,” 181 progress report, 164, 166f
documenting sources. See punctuation review. See Horizontal bar chart, 196f statement of purpose, 162
Hostile audience, 246, 246f status report, 164, 166f
Documenting and citing Punctuation review Hot desk, 8 summary report, 167–168, 169f
sources style and usage. See Style and Human Resources Professionals template format, 158
editing the report, 185–187 trip report, 162–163, 165f
usage Association (HRPA), 274 yardstick report, 173, 175,
Hyperlinks, 262f
Hyundai Motors, 231 175–176f

430 Index NEL

Copyright 2019 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content
may be suppressed from the eBook and/or eChapter(s). Nelson Education reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Informal research methods, 47 explore career opportunities, Low-context cultures, 16, 17, 17f television/radio, 347
Informational reports, 154, 156f, 274–278 Low-level diction, 38f universal resource locator (URL),
Low power distance cultures, 18
163–169 identify your interests, 273 346
Informative message, 33 job search sites, 274, 275f, 276 M Works Cited, 344, 345f
Inside address, 329 networking, 278–280 Modern Language Association style.
Instagram, 11f overview, 273f Machiavelli, Niccolò, 107
Instant messaging (IM), 90–94 personal brand, 280, 280f Main idea, 54–55 See MLA style
résumé. See Résumé Malware, 93 Modified-block-style letter, 330f, 332
benefits, 92–93 social networking sites, 278, Map, photograph, illustration, 195f Modifier, dangling/misplaced, 57,
channel richness, 35f Margin alignment, 71
example, 92f 279–280, 308 Marriott, Bill, 96, 98 353–354
free IM apps, 90 Job search sites, 274, 275f, 276 Marriott Hotels, 18 Moffatt, Jane, 140, 141f
immediacy and efficiency, 92–93 Jobs, Steve, 260 Marriott on the Move blog, 96 Mohawk College Library website, 188
impact, 91–92 Journal of Business Communication, Mashable, 69 Molloy, John T., 219
risks, 93 McCain Foods, 96, 97f Money-back guarantee, 119
tips/pointers, 93 187 McGill University, 95 Monster, 276, 277f
insure, ensure, assure, 415 Journalism pattern (organization), 250 Mechanical emphasis, 54, 349 Mood, 372
Intensifiers, 70 Junk mail, 116 Meeting. See Business meetings Mountain Equipment Co-op (MEC), 98
Intercultural communication, 19–20 Justification/recommendation report, Meeting agenda, 235–236, 236f Multiple line chart, 197, 197f
Intercultural workplace skills Meeting management program, 238
ethnocentrism, 20 170–171, 171–172f Meeting minutes, 167, 238, 238f N
globalization and workplace Memo, 86–89, 334–335
K National Occupational Classification,
diversity, 22 channel richness, 35f 274
spoken communication, 21 Key competencies, 6 email attachment, as, 88–89, 115f
stereotyping, 20 Key to grammar/mechanics example, 89f National Post, 307
tips/pointers, 22–23 formatting tips, 89f Neeleman, David, 133
tolerance, 20 checkups, 417 interoffice persuasive memo Negative blog posts, 96
written communication, 21–22 Keynote, 11f Negative news intranet post, 146, 147f
Interjection, 364 Kinzaa.com, 292 (email attachment), 115f Negative online posts or reviews,
Internal proposal, 180 KISS formula, 66 report, 157, 172f
Internal request refusal, 144, 145f Krum, Randy, 292 template, 87, 334 responding to, 140–142
Internet transmittal, of, 200 Negative writing situations, 127–150
credibility and accuracy of L writing plan, 88
Memo of transmittal, 200 announcing negative news to
information, 189–190 Lac-Mégantic derailment disaster, 23 Memo report, 157, 172f employees, 144–146
employment sites, 274, 275f, 276 Lead-in, 62–63 Memo template, 87, 334
job search, 276–277 lean, lien, 415 merx.com, 181 apologizing, 132, 133
online communities, 98 Left-justified text, 71 Metaphors, 251 buffering the opening, 131–133
professional/unprofessional usage, 7f Letter. See Business letter MetConnect, 100–101 closing, 136
search tips and techniques, 189 Letterhead, 329 MetLife, 100 collections, 136–138
secondary research source, as, Letter of transmittal, 200, 203f Microblogging, 65–66 company policy, 134
Letter proposal, 181, 182–183f Microsoft, 180 compromise/alternative, 135
188–190 Letter report, 156, 156–157f Microsoft Live Meeting, 11f cushioning the bad news, 135
tagging, 102 LexisNexis, 347 Middle-level diction, 38f customer/client situations, 136–142
think twice before posting online, 102 Li, Charlene, 101 Milestone report, 164, 166f de-emphasizing bad news, 350, 351
Internship, 274 liable, libel, 415 Millennials, 99 delivering bad news in person,
Interoffice persuasive memo, 115f Library catalogue, 187 miner, minor, 415
Interview Lilypad cities, 184 Minutes report, 164, 167, 167f, 143–144
job. See Employment interview LimeWire, 102f direct strategy, 129, 130f
primary research source, as, 162, Line chart, 195f, 197, 197f 238, 238f disappointed customers, 140, 141f
LinkedIn, 274, 275, 278, 307 Mishra, Gaurav, 19 drafting negative news intranet
190, 191f Linking verbs, 377 Misplaced modifier, 57, 353–354
Interview follow-up email, 319f List of figures, 200, 204f Mixed construction, 353 post, 146, 147f
Intimate zone, 15f Listed items, 392 Mixed punctuation, 330f, 332–333 empathy, 128, 133
Introductory clause/expression, Listening MLA Handbook for Writers of ethics, 146–147
fairness and seriousness, 135
385, 391 active, 12 Research Papers, 343 goals, 128
Irregular verbs, 373–374 barriers to, 9, 12 MLA style, 343–348 good wishes, 136
Italics, 54, 72, 349 face-to-face communication, 224 implying the refusal, 135
It is/was filler, 64 intercultural audiences, 21 electronic references, 344–348 indirect strategy, 129–131, 146–147
physical barriers, 9 email communication, 347 internal situations/organizational
J psychological barriers, 9 in-text citations, 343–344
teams, 233 online book, 346–347 bad news, 142–147
Jargon, 42 tips/pointers, 12 online journal, magazine, passive voice, 135
JetBlue Airways, 133 Listing items vertically, 349 positive words, 134–135
Job acceptance message, 322–323 Lists, 72–73 newspaper, 346 reader benefits, 134
Job interview. See Employment Literary titles, 398, 405 online posting, 347 reasons for the negative news,
Live Nation, 121 online research database, 347
interview Live online chats, 90 other nonprint sources, 347–348 133–135
Job listings, 5 Livent, 220 professional or personal website, refusing customer claims, 142, 143f
Job rejection message, 323 Livewire, 5 refusing favour requests, 138–140
Job search, 272–301. See also loose, lose, 415 346 refusing workplace requests, 144,
Loudness, 223, 229 reference text (MLA Handbook),
Career development 145f
assess your qualifications, 343 resale or sales promotion, 136
responding to negative online
273–274
posts or reviews, 140–142
special offers, 136
timeliness of response, 128

N EL Index 431

Copyright 2019 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content
may be suppressed from the eBook and/or eChapter(s). Nelson Education reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Networking, 278–280 Oral presentations. See Business credibility, 108f Presence technology, 11f
Neutral audience, 246, 246f presentations favour request, 109–111 Presentation aids, 253–255
New Community Rules: Marketing on the help request, 109–111 Presentation outline, 249f
Oral report, 245f indirect strategy, 108, 114 Presentations. See Business
Social Web, The (Weinberg), 122 Organization chart, 195f, 198, 199f interoffice persuasive memo, 115f
Nike, 122 Organizational bad news, 142–147 online sales message, 121–123 presentations
Noise, 29 Outline, 49f persuading other employees, Present perfect tense, 372
Nominative case, 366 Outlook Calendar, 235, 236f Present tense, 372
Nonessential clause, 385 Ownership words, 394 113–114 Presutto, Sara, 35
Nonterritorial workspaces, 8 persuading your manager, 114 Prewriting, 31, 32f
Nonverbal communication P persuasion process, 108f Prezi, 11f, 253, 254f, 256, 257f. See
promotional message, 121–123
appearance, 14 Panel interview, 304 resistance, 107–108, 108f also Slide presentations
body language presentation Paragraph, 57–58, 354–355 sales message, 116–121. See also Primary data, 187
Paragraph coherence, 58, 58f, Primary research sources, 48, 188–190
errors, 266 Direct-mail sales letter
building strong nonverbal skills, 354–355 Phishing, 93 interviews, 190, 191f
Paragraph length, 58, 355 Phone calls. See Telephone observation and experimentation,
15–16 Parallelism, 56, 351–352 Phone tag, 227
defined, 13 Paraphrasing, 193 Photo-sharing sites, 10f 191–192
employment interview, 310–311 Parentheses, 397–398 Photograph, map, illustration, 195f surveys, 190, 191f
eye contact, 13 Parenthetical expressions, 382–383 Phrase, 386 principal, principle, 416
facial expression, 13 Parenthetic method, 339–340 Pie chart, 195f, 197f, 198 Privacy settings, 102, 102f
gestures, 13 Parts of speech, 363–382 Piecewicz, Mary, 182 Problem/solution organization, 250
posture, 13 Piercings, 15 Problem-solving meetings, 235, 235f
presentations, 252–253, 266f adjectives and adverbs, 376–378 Piktochart, 199, 253, 257 Problem statement, 161
space, 14 conjunction, 379–380 Pitch, 223 Professional associations, 274–275
territory, 14, 15f interjection, 364 Plagiarism, 193 Professional polish, 219, 221
time, 14 key to grammar/mechanics Plain language and familiar words, Professionalism
Normative ethics, 220 appearance/appeal, 221f
Notes, 419–426 checkups, 417 42–43 business and dining etiquette, 219
Noun, 364–366 noun, 364–366 plaintiff, plaintive, 415 cellphones/smartphones, 7f
collective, 365 preposition, 379 Podcast, 11f, 94–96, 245f, 348 civility, 219
concrete/abstract, 364 pronoun, 366–369 Polish, 219, 221 collegiality/sharing, 221f
proper/common, 364, 402 verb, 370–375 populace, populous, 415 courtesy/respect, 221f
singular/plural, 364–365 Passing the buck, 135 Positive degree, 376 email, 7f
Noun plurals, 364–365 Passive voice, 37, 55–56, 135, Positive language, 39 ethics, 220–221, 221f
Number style, 408–412 Positive self-talk, 264f honesty, 221f
addresses, 409 351, 372 Possessive case, 366, 367 importance, 221–222
ages, 410 Past participle, 373 Possessives, 395–396 Internet, 7f
clock time, 409 Past perfect tense, 372 Possible (digital ad agency), 101 polish, 219
consecutive numbers, 409 Past tense, 372 Postscript (P.S.), 119 reliability/diligence, 221f
dates, 408 patience, patients, 415 Posture, 13, 310 social intelligence, 219
decimals, 411 PBworks, 96 Powell, Edwin, 62 soft skills, 219–220
fractions, 410 PDF résumé, 293 Power distance, 18 speech habits, 7f
general rules, 408 Pei, I. M., 181 Power distance index, 18 telephone, 7f
money, 408 Percentages, 410 PowerPoint, 11f, 199, 253, tolerance/tact, 221f
percentages, 410 Performance tests, polls, or awards, tone, 38
periods of time, 409–410 254f, 257f. See also Slide voice mail, 7f
related numbers, 409 119 presentations Profiling the audience, 33–34
round numbers, 410 Period, 396–397 Praise, 224–225 Progress report, 164, 166f
telephone numbers, 409 Periodicals, 187 precede, proceed, 415 Project-based team, 8
weights and measurement, 410 personal, personnel, 415 precedence, precedents, 415–416 Promotional message, 121–123
when to use words vs. numbers, 411 Personal and business titles, 403–404 Precise, vigorous words, 43 Pronoun, 366–369
Numbered list, 72–73 Personal anecdotes, 251 Pre-job interview activities, 305–310. antecedent, and, 368–369
Personal appearance, 14, 248f, 252, See also Employment interview case, 366–367
O digital dirt, 308 nominative case, 366
308–309 explain problem areas on résumé, objective case, 366, 367
Objective case, 366, 367 Personal brand, 280, 280f possessive case, 366, 367
Observation and experimentation, Personalized statistics, 252 308–309 -self, ending in, 367
Personal zone, 15f first conversation, 306 who/whom, whoever/whomever,
162, 191–192 Persuasion process, 108f gather items to bring, 309
O’Conner, Patricia T., 57 Persuasive claims and complaints, phone techniques, 305–306 367
OK sign, 13 practise answers to possible Pronoun-antecedent agreement,
Online activities. See Internet 111–112, 113f
Online catalogue, 187 Persuasive direct-mail sales letter, questions, 308 368–369
Online communities, 98 prepare and practise, 307–309 Pronoun case, 366–367
Online job interview, 305 120f. See also Direct-mail sales read the newspaper regularly, 307 Pronunciation, 222–223
Online research databases, 187–188 letter research the target company, Proofreading, 32, 32f, 73–77
Online résumé, 288, 290–293 Persuasive help request, 109–111
Online sales message, 121–123 Persuasive message, 33 306–307 complex documents, 75–76
Open mindedness, 12 Persuasive tweets, 123f success stories, 307 marks/symbols, 63f, 76f, 338
Open office, 10f Persuasive writing situations, travelling to/arriving at interview, résumé, 290
Open punctuation, 330f 106–126 routine documents, 75
AIRA. See AIRA 309 search words (Internet search), 189
changes in the digital age, 107 Preposition, 379 what to watch for?, 75
claims and complaints, 111–112, Presence functionality, 93

113f

432 Index NEL

Copyright 2019 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content
may be suppressed from the eBook and/or eChapter(s). Nelson Education reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Proofreading marks, 338 Rejection follow-up message, 322 Secondary audience, 33f special effects, 256, 262f
Proper noun, 364, 402 Report writing. See Business reports Secondary data, 187 spoke diagram, 258, 259f
Proposals, 179–184 Secondary research, 162–163, templates, 257–258, 257f
and proposals tips/pointers, 262f
authorization and conclusion, 184 Request for proposal (RFP), 180, 181 187–190 visual clichés, 258
background section, 181 Research, 46–49, 187–192 books, 187 when to use slides?, 259
budget, 183–184 Internet, 188–190 SlideRocket, 11f, 255f
defined, 179 informal, 47 online databases, 187–188 SmartArt graphics, 259f
example (informal letter proposal), primary data/secondary data, 187 periodicals, 187 Smartboards, 254, 254f
primary sources, 48, 190–192 print resources, 187 Smart Fortwo, 117
182–183f scientific experiments, 48–49 research databases, 187–188 Smart mobile devices, 10f
informal or formal, 180 secondary sources, 187–190 Seeley, Monica, 83 Smartphone, 10f
internal or external, 180 Research databases, 187–188 Segmented line chart, 197, 197f apps, 228
introduction, 181 Resignation letter, 323 Segmented 100 percent bar chart, “cell yell,” 229
plan section, 182 Respect, 18 courtesy, 229f
request for proposal (RFP), 180, 181 Responding to negative online posts 196f distracted driving, 229f
solicited or unsolicited, 180–181 Self-directed work group, 8 location, 228, 229f
staffing section, 182–183 or reviews, 140–142 Self Management Group, 303 professional/unprofessional usage, 7f
Props, 254f Résumé, 281–293 Semicolon, 391 time, 229
ProQuest, 347 Sender-focused message, 36 volume, 229, 229f
P.S. (postscript), 119 action verbs, 284f, 285f Sentence faults, 52–53 Smiling, 21
Public library, 188 awards, honours, and activities, Sentence fragment, 52 Smith, Marshall, 132
Public zone, 15f Sentence interruptions, 397 Social contract-based ethical
Publication Manual of the American 285–286 Sentence length, 53
capabilities and skills, 285 Sentence types, 51–52 theories, 220
Psychological Association, 341 career objective, 282–283 Sentence unity, 352 Social intelligence, 219
Pulling away, 13 chronological, 281, 287f Sequential interview, 305 Social media, 99–102
Punctuation review, 382–402 combination, 289f serial, cereal, 415
education, 283 Series defined, 11f
apostrophe, 394–395 examples, 287f, 288f, 289f digital dirt, 308
brackets, 399 functional, 281, 288f comma, 382 dos and don’ts, 102f
colon, 392 illegal/unethical practices, 290 semicolon, 391 Facebook. See Facebook
comma. See Comma infographic, 292, 292f Serif typefaces, 71, 71f, 72 how used?, 100–101
dash, 397 length, 281–282 Sexting, 93 job search, 278, 279–280, 308
exclamation point, 397 main heading, 282 Shankman, Peter, 66 marketing tool, as, 122–123
key to grammar/mechanics online, 288, 290–293 Shaw Festival, 222 networking, 279–280
PDF, 293 Shirky, Clay, 19 privacy settings, 102, 102f
checkups, 417 personal data, 286 Short, simple wording, 66 risks, 101, 308
parentheses, 397–398 proofreading, 290 SHOUTING, 88f Twitter. See Twitter
period, 396–397 references, 286–287, 286f Signature block, 331 Social networking, 19–20, 99–102.
possessives, 395–396 sending/posting/submitting your Silverman, David, 31
question mark, 397 Similes, 251 See also Social media
quotation marks, 398–399 résumé, 293 Simple/complex organization, Social zone, 15f
semicolon, 391 summary of qualifications, 283 Société de transport de Montréal
Purpose statement, 162, 184 video, 291–292 186f, 250
Purposeful message, 31 work experience/employment Simple line chart, 197, 197f (STM), 27
Simple sentence, 51 Société Générale, 134
Q history, 283–284 site, sight, cite, 415 Society of Information Management, 5
Revising, 32f, 33–34, 61–78. See also 6-3-6 rule, 256 Soft skills, 6, 7, 219
Quan, Douglas, 22 Skype, 11f, 90 Solicited cover letter, 295f
Question mark, 397 Business writing Slang, 398 Solicited proposal, 180–181
Quotation RFP. See Request for proposal (RFP) Slide presentations, 253, 254f, “Sound of Small Business, The,” 95
Rhetorical questions, 248f Source notes, 339
colon, 392 Royal Bank of Canada, 95 255–262 Space, 14
comma, 388 Royal Bank of Canada employee analyzing situation and purpose, Space zones, 15f
quotation marks, 398 Speaking skills. See Business
within quotation, 398 code of conduct, 219 255
Quotation marks, 398–399 Run-on sentence, 52 animation, 256, 259 presentations
Quotation within quotation, 398 audience engagement, 261–262, Special effects, 256, 262f
S Specialized language, 42–43
R 262f Speech habits, 7f
Sales and promotional email, colours, 255–256, 260 Spelling
Racially biased language, 42 121–122 hyperlinks, 262f
Ragged right, 71 organizing/designing visuals, confusing words, 412–414
Rational appeal, 118 Sales message frequently misspelled words,
Readability, 70–73, 74f, 85 direct-mail, 116–121 256–259
Receptive mindset, 12 online, 121–123 posting presentation to Internet, 414–415
Recommendation report, 170–171, Spence, Chris, 291
Salutation 262f Spim, 93
171–172f colon, 392 practising and preparing, 261 Spoke diagram, 258, 259f
Redundancies, 64 email, 327–328 revising, proofreading, and Spreadsheet programs, 199
“References” (bibliography), 211f, letter, 330–331 Stage fright, 263, 264f
evaluating slide show, STAR technique, 315, 316f
341, 342f Samsung Mobile US, 100 259–260, 261f Starbucks Canada, 35
Refusing customer claims, 142, 143f Sandler, Paul M., 114 revising slides for greater impact, Statement of purpose, 162, 184
Refusing favour requests, 138–140 Sans serif typefaces, 71, 71f, 72 258, 258f stationary, stationery, 416
Refusing workplace requests, 144, Scandal at board of education, 291 6-3-6 rule, 256
Schultz, Howard, 192 SlideRocket, 255f
145f Scientific experiments, 48–49 SmartArt graphics, 259f
Screening interview, 303
Search engine, 189

NEL Index 433

Copyright 2019 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content
may be suppressed from the eBook and/or eChapter(s). Nelson Education reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Status report, 164, 166f Technical experts, 5 Trip report, 162–163, 165f Visual aids, 253–255
Stereotype, 20 TED talk, 95 Trite phrases, 67 Visual clichés, 258
Stereotyping, 20 Teleconferencing, 10f Twitter Vivid words, 54, 349–350
“Stop words,” 189 Telephone, 226–230 Vizualize.me, 292
“Strategy Talks,” 95 citing tweets, MLA style, 348 Voice
Stratford Festival, 222 channel richness, 35f example corporate Twitter feed, 100f
Stress interview, 305 job interview, 305–306 heaviest users, 100 emphasis, 223
Style and usage, 402–415 mini-agenda, 227 intercultural communication, 19 pitch, 223
phone tag, 227 job search, 307 pronunciation, 222–223
capitalization. See Capitalization professional/unprofessional usage, 7f marketing tool, as, 122–123 tone, 223
confusing words, 412–414 receiving phone calls, 227–228 microblogging site, 65 volume and rate, 223
frequently misspelled words, smartphones, 228–229 persuasive tweets, 123f Voice and speech therapists, 222
three-point introduction, 227 uses, 11f, 99 Voice conferencing, 10f
414–415 voice mail, 229–230 Two-minute rule, 86 Voice mail, 7f, 229–230
key to grammar/mechanics Teleworkers, 8 Typeface, 71–72 Voice over Internet protocol (VoIP), 10f
Template Type size, 72 Voice recognition, 10f
checkups, 417 informal report, 158 VoIP. See Voice over Internet protocol
number style. See Number style memo, 87, 334 U
Style in writing, 349–355. See also slide presentation, 257–258, 257f (VoIP)
Tenders, 181 Unburied verbs, 69 Volin, Kathryn J., 219
Business writing Terminal clause, 385 Underlining, 54, 72, 349 Volunteering, 274
active/passive voice, 351 Territory, 14, 15f Unicom, 92f VPN. See Virtual private network
dangling and misplaced modifiers, Testimonials, 118, 122 Uninterested audience, 246, 246f
Text alignment, 71 Union Pearson Express, 180 (VPN)
353–354 Texting, 90–94 United Nations Alliance of
emphasis, 349–351 benefits, 92–93 W
imprecise writing, 352–353 etiquette, 94, 94f Civilizations, 20
mixed construction, 353 example, 92f Unity, 352 waiver, waver, 416
parallelism, 351–352 immediacy and efficiency, 92–93 Universal resource locator (URL), Walmart, 18
unity, 352 impact, 91–92 Warkentin, Cindy, 9
Subject-verb agreement, 370–371 most common apps, 91 346 Washington, Valarie, 9
Subjunctive mood, 372 presence functionality, 93 University of Alberta, 95 Watsa, Prem, 14
Sumitomo Corporation of Americas, risks, 93 University of Waterloo, 92 Watzlawick, Paul, 13
tips/pointers, 93 Unnecessary words, 62–63, 65 Webcasting, 94–95
180 than, then, 416 Unsolicited cover letter, 296f Web conferencing, 11f, 239f
Summarizing statements, 397 Thank-you message, 318–319 Unsolicited proposal, 181 WebEx, 11f
Summary report, 167–168, 169f that clause, 65 Uptalk, 7f, 223 Webinar, 11f, 245f
Summer job, 274 there, their, they’re, 377, 414 Urbach, Victor, 5 Web professionals, 5
Superlative degree, 376 There is/are filler, 64 URL. See Universal resource locator WeChat, 91
Support sentences, 57, 58 Thought speed, 12 Weights and measurement, 410
Surface chart, 197, 197f 3-3-3 writing process, 31–32, 47f (URL) Weinberg, Tamar, 122
Survey, 162, 163, 190, 191f 3M Corporation, 235 UTC. See Coordinated Universal Time Welch, Jack and Suzy, 312
SurveyMonkey, 163, 190, 191f Three-point introduction, 227 Wells Fargo, 100
Sustainability reporting, 152 Time (UTC) WestJet, 99
clock, 409 What’s in it for me (WIIFM), 34
T conveying information in communi- V WhatsApp, 90, 91
which clause, 65
Table, 195, 195f, 196f cation process, 14 Value/size organization, 250 Whiteboard, 254
Table of contents, 200, 204f seconds, minutes, days, weeks Vcasting, 95 White space, 70–71
Tablets, 10f Venngage, 199, 253 who, whom, 367
Tabulation, 349 (number style), 409–410 Verb, 370–375 who clause, 65
Tagging, 102 Time orientation, 18 whoever, whomever, 367
Take Your Dog to Work Day, 220 Title page, 200, 202f irregular, 373–374 whole, hole, 415
Talking headings, 160f Titles, 398, 405. See also Personal linking, 377 “Why No One Uses the Corporate
Tattoos, 15 mood, 372
TEAM (together, everyone achieves and business titles subject, and, 370–371 Social Network,” 101
to, too, two, 416 tense, 372–373 Wiens, Kyle, 52
more), 232 Tolerance, 20 voice, 372 WIIFM. See What’s in it for me
Teamwork, 8, 230–234 Tone of voice, 223 Verb tense, 372–373
Topic/function organization, 186f, 250 Verbal signposts, 252 (WIIFM)
collaboration, 233 Topic sentence, 57, 58 Vertical bar chart, 196f Wiki
conflict, 233, 233f Track Changes, 63f Victoria’s Secret, 147
diversity, 232 Trade associations, 277 Video as visual aid, 254f advantages, 95
ethics, 233, 234f Transitional expressions, 58f, 354, 355 Video chat, 35f channel richness, 35f
importance, 231 Videoconferencing, 11f credibility and accuracy of
leadership, 233, 234f add/strengthen, 58f, 355 Video job interview, 305
listening, 233 cause and effect, 58f, 355 Video résumé, 291–292 information, 189
positive/negative behaviour, 231, clarify, 58f Video-sharing sites, 10f, 291 defined, 11f
contradiction, 58f Vimeo, 291 hosting services, 96
232f contrast, 58f, 355 Viral marketing, 98 how used?, 95–96
procedures, 232 illustration, 355 Virtual job interview, 305 knowledge base, 96f
purpose, 232 time/order, 58f, 355 Virtual meetings, 238–240 meetings, 96f
role models, 234f Translator, 21 Virtual presentation, 245f project management, 96f
team size, 232 Transmittal letter, 200, 203f Virtual private network (VPN), 82 uses, 96f
TEAM (together, everyone achieves Virtual teams, 8, 231 Wiki farms, 96
Wiki hosting services, 96
more), 232
virtual teams, 231
Teamworks (Wells Fargo), 100

434 Index NEL

Copyright 2019 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content
may be suppressed from the eBook and/or eChapter(s). Nelson Education reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Wikia, 96 Workplace conversations. See scandal at board of education, 291 Y
Wikispaces, 96 Face-to-face communication Smart Fortwo, 117
Word choice Société Générale, 134 Yardstick report, 173, 175, 175–176f
Workplace diversity, 22 Survey Monkey, 163 “Yes, but” answers, 265
bias-free language, Workplace in Focus boxes “you” view, 37 “You” view, 36–37
41–42 Works Cited, 344, 345f YouTube, 11f, 291
Amex, 48 Worst- and best-case scenarios, 252
clear, precise words, 70 body art, 15 Writing process, 31–32, 47f. See also Z
diction, 38f business etiquette, 220
dull vs. precise language, 43 business presentations and career Business writing Zappos, 101, 305
familiar/unfamiliar words, 42 www.merx.com, 181 Zeigarnik effect, 80
trite phrases, 67 blunders, 256 Zombie noun, 69
Wordiness, 62–66 buzzwords, 69 X Zones of social interaction, 14, 15f
Work plan, 185 Conference Board of Canada, 186
Work shifter, 8 employee engagement, 35 X Factor (TV), 107
Workopolis, 276, 277f first impressions, 311
lilypad cities, 184

N EL Index 435

Copyright 2019 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content
may be suppressed from the eBook and/or eChapter(s). Nelson Education reserves the right to remove additional content at any time if subsequent rights restrictions require it.