Excellence in Business Communication, Fourteenth Edition
John V. Thill and Courtland L. Bovée
Contents
Preface 12
Prologue 26
PART 1
Understanding the Foundations of
Business Communication 39
1 Professional Communication in a
Digital, Social, Mobile World 40
COMMUNICATING AT KLM 40
Understanding Why Communication Matters 41
Communication Is Important to Your Career 41
Communication Is Important to Your Company 42
What Makes Business Communication Effective? 43
Communicating as a Professional 43
Understanding What Employers Expect from You 43
Communicating in an Organizational Context 45
Adopting an Audience-Centered Approach 47
Exploring the Communication Process 47
The Conventional Communication Model 47
Barriers in the Communication Environment 49
Inside the Mind of Your Audience 50
The Social Communication Model 52
Using Technology to Improve Communication 53
The Potential Benefits of Communication Technology 53
The Spectrum of Contemporary Communication Technology 54
Committing to Ethical and Legal Communication 57
Forms of Unethical Communication 57
Distinguishing Ethical Dilemmas from Ethical Lapses 65
Ensuring Ethical Communication 65
Ensuring Legal Communication 67
Developing Skills for Your Career 68
Applying What You’ve Learned 68
SOLVING COMMUNICATION DILEMMAS AT KLM 69
Learning Objectives Checkup 70
Apply Your Knowledge 71
Practice Your Skills 72
Expand Your Skills 73
Build Your Career 73
Improve Your Grammar, Mechanics, and Usage 74
APPLY YOUR SKILLS NOW Practice Your Professionalism 46
PRACTICING ETHICAL COMMUNICATION Are You for
Real? 63
2 Interpersonal Communication
Skills 77
COMMUNICATING AT OpenText 77
Improving Your Listening Skills 78
Understanding Why Listening Is Such a Complex Process 78
Becoming a Better Listener 80
Improving Your Nonverbal Communication Skills 84
Recognizing Nonverbal Communication 84
Using Nonverbal Communication Effectively 85
Developing Your Conversational Skills 86
Initiating Business Conversations 87
Maintaining a Positive Conversational Flow 88
Gracefully Concluding a Conversation 89
Handling Difficult Conversations 89
Managing Workplace Conflict 91
Why Conflict Arises in the Workplace 91
Constructive Versus Destructive Conflict 92
Steps to Resolve Conflict 92
Developing Your Skills as a Negotiator 95
Understanding the Principles of Negotiation 95
Preparing for a Negotiation 95
Engaging in Negotiation 97
SOLVING COMMUNICATION DILEMMAS AT OpenText 99
Learning Objectives Checkup 100
Apply Your Knowledge 102
Practice Your Skills 102
Expand Your Skills 103
Build Your Career 103
Improve Your Grammar, Mechanics, and Usage 103
FIVE-MINUTE GUIDE TO RESOLVING WORKPLACE CONFLICT 106
FIVE-MINUTE GUIDE TO BUSINESS NEGOTIATIONS 107
APPLY YOUR SKILLS NOW Prepare Yourself for a Difficult
Conversation 90
3 Collaboration and Business
Etiquette 108
COMMUNICATING AT Sodexo 108
Communicating Effectively in Teams 109
Types of Teams 109
Advantages and Disadvantages of Teams 111
Characteristics of Effective Teams 111
Group Dynamics 112
Virtual and Hybrid Teams 113
Collaborating on Communication Efforts 115
Collaboration Arrangements 115
Giving—and Responding to—Constructive Feedback 116
Tools and Systems for Collaborative Content Development 116
Making Your Meetings More Productive 118
Preparing for Meetings 119
Leading and Contributing to Efficient Meetings 120
Putting Meeting Results to Productive Use 123
Conducting Virtual Meetings 125
Developing Your Business Etiquette 127
Business Etiquette in the Workplace 128
Virtual Workplace Etiquette 129
Business Etiquette in Social Settings 130
Social Media Etiquette 130
Telephone and Mobile Etiquette 131
SOLVING COMMUNICATION DILEMMAS AT Sodexo 132
Learning Objectives Checkup 133
Apply Your Knowledge 135
Practice Your Skills 135
Expand Your Skills 136
Build Your Career 136
Improve Your Grammar, Mechanics, and Usage 136
FIVE-MINUTE GUIDE TO BETTER BUSINESS MEETINGS 140
DEVELOPING AS A PROFESSIONAL Being a Team
Player 110
INTELLIGENT COMMUNICATION TECHNOLOGY Hi, I’m an
Algorithm, Your New Teammate 119
4 Communication Challenges in a
Diverse, Global Marketplace 141
COMMUNICATING AT Siemens AG 141
Understanding the Opportunities and Challenges
of Communication in a Diverse World 142
The Opportunities in a Global Marketplace 142
The Advantages of a Diverse Workforce 143
The Challenges of Intercultural Communication 143
Developing Cultural Competency 144
Understanding the Concept of Culture 144
Recognizing the Dynamics of Bias 145
Recognizing Dimensions of Cultural Diversity 148
Diversity Considerations in the Global Marketplace 148
Diversity Considerations in the Contemporary Workplace 151
Adapting to Global Business Cultures 156
Guidelines for Adapting to Any Business Culture 156
Helping Others Adapt to Your Culture 156
Guidelines for Adapting to U.S. Business Culture 156
Improving Communication with Global Audiences 157
Improving Intercultural Communication in the
Workplace 165
Practicing Inclusive Leadership 165
Being a Strong Ally 166
Developing Inclusive Communication Habits 167
SOLVING COMMUNICATION DILEMMAS AT Siemens AG 168
Learning Objectives Checkup 169
Apply Your Knowledge 171
Practice Your Skills 171
Expand Your Skills 173
Build Your Career 173
Improve Your Grammar, Mechanics, and Usage 173
INTELLIGENT COMMUNICATION TECHNOLOGY Real-Time
Translation 164
PART 2
Applying the Three-Step Writing
Process 177
5 Planning Business
Messages 178
COMMUNICATING AT DaVita 178
Understanding the Three-Step Writing Process 179
Optimizing Your Writing Time 180
Planning Effectively 180
Analyzing the Situation 180
Defining Your Purpose 180
Developing an Audience Profile 181
Gathering Information 183
Uncovering Audience Needs 183
Finding Your Focus 183
Providing Required Information 184
Selecting the Best Combination of Media
and Channels 185
The Most Common Media and Channel Options 185
Factors to Consider When Choosing Media and
Channels 189
Organizing Your Information 190
Defining Your Main Idea 190
Limiting Your Scope 192
Choosing Between Direct and Indirect Approaches 192
Outlining Your Content 192
Building Reader Interest with Storytelling
Techniques 194
SOLVING COMMUNICATION DILEMMAS AT DaVita 197
Learning Objectives Checkup 199
Apply Your Knowledge 200
Practice Your Skills 201
Expand Your Skills 202
Build Your Career 202
Improve Your Grammar, Mechanics, and Usage 202
FIVE-MINUTE GUIDE TO PLANNING A BUSINESS MESSAGE OR
DOCUMENT 205
PRACTICING ETHICAL COMMUNICATION How Much
Information Is Enough? 185
INTELLIGENT COMMUNICATION TECHNOLOGY
Shaping Stories with the Help of Artificial
Intelligence 196
6 Writing Business
Messages 206
COMMUNICATING AT Kaleigh Moore 206
Adapting to Your Audience: Being Sensitive to
Audience Needs 207
Using the “You” Attitude 207
Maintaining Standards of Etiquette 208
Emphasizing the Positive 209
Using Inclusive, Bias-Free Language 210
Adapting to Your Audience: Building Strong
Relationships 211
Establishing Your Credibility 211
Projecting Your Company’s Image 213
Adapting to Your Audience: Controlling Your Style
and Tone 213
Creating a Conversational Tone 213
Using Plain Language 215
Selecting the Active or Passive Voice 215
Composing Your Message: Choosing Powerful
Words 216
Using Words Correctly 216
Using Words Effectively 217
Understanding Denotation and Connotation 218
Balancing Abstract and Concrete Words 219
Composing Your Message: Creating Effective
Sentences 220
Choosing from the Four Types of Sentences 220
Using Sentence Style to Emphasize Key Thoughts 222
Composing Your Message: Crafting Unified,
Coherent Paragraphs 223
Creating the Elements of a Paragraph 223
Choosing the Best Way to Develop Each Paragraph 226
Writing Messages for Mobile Devices 226
SOLVING COMMUNICATION DILEMMAS AT Kaleigh
Moore 229
Learning Objectives Checkup 230
Apply Your Knowledge 231
Practice Your Skills 232
Expand Your Skills 234
Build Your Career 234
Improve Your Grammar, Mechanics, and Usage 235
FIVE-MINUTE GUIDE TO COMPOSING A BUSINESS MESSAGE
OR DOCUMENT 237
INTELLIGENT COMMUNICATION TECHNOLOGY Amplifying
Your Writing with Augmented Writing Software 221
APPLY YOUR SKILLS NOW Think Now, Write
Later 224
7 Completing Business
Messages 238
COMMUNICATING AT Monotype 238
Revising Your Message: Evaluating the First
Draft 239
Evaluating Your Content, Organization, Style, and Tone 239
Evaluating, Editing, and Revising the Work of Others 242
Revising to Improve Readability 242
Varying the Length of Your Sentences 243
Keeping Your Paragraphs Short 243
Using Lists and Bullets to Clarify and Emphasize 244
Adding Headings and Subheadings 245
Editing for Clarity and Conciseness 246
Editing for Clarity 246
Editing for Conciseness 246
Producing Your Message 249
Designing for Readability 249
Formatting Formal Letters and Memos 252
Designing Messages for Mobile Devices 254
Proofreading Your Message 255
Distributing Your Message 257
SOLVING COMMUNICATION DILEMMAS AT
Monotype 258
Learning Objectives Checkup 259
Apply Your Knowledge 260
Practice Your Skills 260
Expand Your Skills 262
Build Your Career 263
Improve Your Grammar, Mechanics, and Usage 263
FIVE-MINUTE GUIDE TO REVISING AND PROOFREADING 265
APPLY YOUR SKILLS NOW Make QA Part of Your
Communication Process 256
PART 3
Crafting Brief Business
Messages 266
8 Crafting Messages for Digital
Channels 267
COMMUNICATING AT Futurice 267
Digital Channels for Business Communication 268
Digital and Social Media Options 268
Compositional Modes for Digital Media 269
The Emoji Question—Overcoming the Limitations of Lean
Media 270
Social Networking Platforms 272
Business Communication Uses of Social Platforms 272
Communication Strategies for Business Social Networking 273
Email 284
Planning Email Messages 284
Writing Email Content 285
The Subject Line: Persuading People to Open Your
Messages 285
Completing Email Messages 287
Business Messaging 289
Blogging 290
Business Applications of Blogging 290
Tips for Successful Blogging 290
Microblogging 293
Business Applications of Microblogging 293
Tips for Effective Business Tweets 294
Podcasting 294
SOLVING COMMUNICATION DILEMMAS AT Futurice 296
Learning Objectives Checkup 297
Apply Your Knowledge 299
Practice Your Skills 299
Expand Your Skills 301
Build Your Career 301
Improve Your Grammar, Mechanics, and Usage 302
FIVE-MINUTE GUIDE TO BETTER BUSINESS EMAIL 307
FIVE-MINUTE GUIDE TO BETTER BLOG POSTS 308
INTELLIGENT COMMUNICATION TECHNOLOGY Monitoring
the Social Media Sphere with Smart Listening
Tools 275
APPLY YOUR SKILLS NOW Develop Professional-Grade
Email Skills 285
9 Writing Routine and Positive
Messages 309
COMMUNICATING AT Productivity Report 309
Strategy for Routine Requests 310
Open with Your Request 310
Explain and Justify Your Request 310
Request Specific Action in a Courteous Close 311
Common Examples of Routine Requests 311
Asking for Information or Action 311
Asking for Recommendations 311
Making Claims and Requesting Adjustments 313
Strategy for Routine Replies, Routine Messages,
and Positive Messages 316
Open with the Main Idea 316
Provide Necessary Details and Explanation 316
End with a Courteous Close 317
Common Examples of Routine Replies, Routine
Messages, and Positive Messages 317
Answering Requests for Information and Action 317
Granting Claims and Requests for Adjustment 318
Providing Recommendations and References 319
Sharing Routine Information 321
Writing Instructions 321
Announcing Good News 322
Fostering Goodwill 323
SOLVING COMMUNICATION DILEMMAS AT Productivity
Report 325
Learning Objectives Checkup 326
Apply Your Knowledge 327
Practice Your Skills 327
Expand Your Skills 329
Build Your Career 329
Improve Your Grammar, Mechanics, and Usage 329
DEVELOPING AS A PROFESSIONAL Maintaining a Confident,
Positive Outlook 313
INTELLIGENT COMMUNICATION TECHNOLOGY Nice
Chatting with You 321
10 Writing Negative
Messages 336
COMMUNICATING AT Rivian 336
Using the Three-Step Writing Process for Negative
Messages 337
Step 1: Planning a Negative Message 337
Step 2: Writing Negative Messages 338
Step 3: Completing Negative Messages 339
Using the Direct Approach for Negative
Messages 340
Open with a Clear Statement of the Bad News 340
Provide Reasons and Additional Information 340
Close on a Respectful Note 341
Using the Indirect Approach for Negative
Messages 341
Open with a Buffer 341
Provide Reasons and Additional Information 342
Continue with a Clear Statement of the Bad News 343
Close on a Respectful Note 343
Maintaining High Standards of Ethics and Etiquette 344
Sending Negative Messages on Routine Business
Matters 346
Making Negative Announcements on Routine Business
Matters 346
Rejecting Suggestions and Proposals 346
Refusing Routine Requests 346
Handling Bad News About Transactions 346
Refusing Claims and Requests for Adjustment 349
Sending Negative Organizational News 351
Communicating Under Normal Circumstances 351
Responding to Negative Information in a Social Media
Environment 351
Communicating in a Crisis 353
Sending Negative Employment Messages 354
Refusing Requests for Recommendations and References 354
Refusing Social Networking Recommendation Requests 355
Rejecting Job Applications 355
Giving Negative Performance Reviews 356
Terminating Employment 357
SOLVING COMMUNICATION DILEMMAS AT Rivian 358
Learning Objectives Checkup 359
Apply Your Knowledge 361
Practice Your Skills 361
Expand Your Skills 362
Build Your Career 363
Improve Your Grammar, Mechanics, and Usage 363
FIVE-MINUTE GUIDE TO WRITING NEGATIVE MESSAGES 370
PRACTICING ETHICAL COMMUNICATION The Deceptive
Soft Sell 345
11 Writing Persuasive
Messages 372
COMMUNICATING AT Stitch Fix 372
Using the Three-Step Writing Process for Persuasive
Messages 373
Step 1: Planning Persuasive Messages 373
Step 2: Writing Persuasive Messages 376
Step 3: Completing Persuasive Messages 377
Developing Persuasive Business Messages 377
Strategies for Persuasive Business Messages 377
Common Examples of Persuasive Business Messages 384
Developing Marketing and Sales Messages 386
Planning Marketing and Sales Messages 386
Writing Conventional Marketing and Sales Messages 387
Writing Promotional Messages for Social Media 388
Creating Promotional Messages for Mobile Devices 389
Maintaining High Standards of Ethics, Legal
Compliance, and Etiquette 389
SOLVING COMMUNICATION DILEMMAS AT Stitch Fix 390
Learning Objectives Checkup 391
Apply Your Knowledge 392
Practice Your Skills 392
Expand Your Skills 394
Build Your Career 394
Improve Your Grammar, Mechanics, and Usage 394
FIVE-MINUTE GUIDE TO WRITING PERSUASIVE MESSAGES 401
APPLY YOUR SKILLS NOW Making Difficult Requests 381
PRACTICING ETHICAL COMMUNICATION Pushing the
Limits of Credibility 389
PART 4
Preparing Reports and
Presentations 402
12 Planning Reports and
Proposals 403
COMMUNICATING AT Strategyzer 403
Applying the Three-Step Writing Process to Reports
and Proposals 404
Analyzing the Situation 404
Gathering Information 406
Selecting the Right Combination of Media and Channels 406
Organizing Your Information 407
Supporting Your Messages with Reliable
Information 410
Planning Your Research 410
Locating Data and Information 411
Evaluating Information Sources 412
Using Your Research Results 412
Conducting Secondary Research 415
Finding Information at a Library 415
Finding Information Online 416
Documenting Your Sources 417
Conducting Primary Research 418
Conducting Surveys 418
Conducting Interviews 420
Planning Informational Reports 421
Organizing Informational Reports 421
Creating Successful Business Plans 422
Organizing Website Content 423
Planning Analytical Reports 424
Focusing on Conclusions 425
Focusing on Recommendations 425
Focusing on Logical Arguments 426
Planning Proposals 426
SOLVING COMMUNICATION DILEMMAS AT Strategyzer 432
Learning Objectives Checkup 433
Apply Your Knowledge 435
Practice Your Skills 435
Expand Your Skills 436
Build Your Career 437
Improve Your Grammar, Mechanics, and Usage 437
FIVE-MINUTE GUIDE TO PLANNING REPORTS AND
PROPOSALS 443
DEVELOPING AS A PROFESSIONAL Being Dependable and
Accountable 411
INTELLIGENT COMMUNICATION TECHNOLOGY Finding
Meaning with Text Mining 418
13 Writing and Completing Reports
and Proposals 444
COMMUNICATING AT Lowe’s 444
Writing Reports and Proposals 445
Adapting to Your Audience 445
Drafting Report Content 446
Drafting Proposal Content 447
Writing for Websites and Wikis 449
Drafting Website Content 449
Collaborating on Wikis 450
Illustrating Your Reports with Effective Visuals 451
Understanding Visual Design Principles 451
Understanding the Ethics of Visual Communication 452
Choosing the Right Visual for the Job 454
Designing Effective Visuals 460
Completing Reports and Proposals 462
Producing Formal Reports and Proposals 463
Distributing Reports and Proposals 464
SOLVING COMMUNICATION DILEMMAS AT Lowe’s 482
Learning Objectives Checkup 482
Apply Your Knowledge 484
Practice Your Skills 484
Expand Your Skills 486
Build Your Career 486
Improve Your Grammar, Mechanics, and Usage 486
PRACTICING ETHICAL COMMUNICATION Distorting the
Data 453
14 Developing and Delivering
Business Presentations 494
COMMUNICATING AT Barnett International 494
Planning a Presentation 495
Analyzing the Situation 495
Selecting the Best Media and Channels 495
Organizing a Presentation 496
Developing a Presentation 500
Adapting to Your Audience 500
Crafting Presentation Content 501
Enhancing Your Presentation with Effective
Visuals 505
Choosing Structured or Free-Form Slides 505
Designing Effective Slides 507
Integrating Mobile Devices in Presentations 511
Completing a Presentation 512
Finalizing Your Slides 512
Creating Effective Handouts 513
Choosing Your Presentation Method 515
Practicing Your Delivery 515
Delivering a Presentation 515
Overcoming Anxiety 516
Handling Questions Responsively 516
Embracing the Backchannel 518
Giving Presentations Online 518
Ensuring Successful Team Presentations 520
SOLVING COMMUNICATION DILEMMAS AT Barnett
International 521
Learning Objectives Checkup 522
Apply Your Knowledge 524
Practice Your Skills 525
Expand Your Skills 525
Build Your Career 526
Improve Your Grammar, Mechanics, and Usage 526
FIVE-MINUTE GUIDE TO PLANNING PRESENTATIONS 530
DEVELOPING AS A PROFESSIONAL Recovering from
Disasters 517
PART 5
Writing Employment Messages
and Interviewing for Jobs 531
15 Building Careers and Writing
Résumés 532
COMMUNICATING AT Workday 532
Finding the Ideal Opportunity in Today’s Job
Market 533
Writing the Story of You 534
Learning to Think Like an Employer 534
Researching Industries and Companies of Interest 534
Translating Your General Potential into a Specific Solution for Each
Employer 535
Taking the Initiative to Find Opportunities 537
Building Your Network 537
Seeking Career Counseling 539
Avoiding Career-Search Mistakes 539
Planning Your Résumé 540
Analyzing Your Purpose and Audience 541
Gathering Pertinent Information 541
Selecting the Best Media and Channels 541
Organizing Your Résumé Around Your Strengths 541
Addressing Areas of Concern 542
Writing Your Résumé 543
Keeping Your Résumé Honest 543
Adapting Your Résumé to Your Audience 544
Composing Your Résumé 544
Completing Your Résumé 550
Revising Your Résumé 551
Producing Your Résumé 552
Proofreading Your Résumé 553
Distributing Your Résumé 554
Building an Effective LinkedIn Profile 555
SOLVING COMMUNICATION DILEMMAS AT Workday 558
Learning Objectives Checkup 559
Apply Your Knowledge 561
Practice Your Skills 561
Expand Your Skills 562
Build Your Career 562
Improve Your Grammar, Mechanics, and Usage 563
FIVE-MINUTE GUIDE TO PLANNING YOUR RÉSUMÉ 567
DEVELOPING AS A PROFESSIONAL Striving to Excel 539
INTELLIGENT COMMUNICATION TECHNOLOGY Make
Friends with the Résumé Bots 546
16 Applying and Interviewing for
Employment 568
COMMUNICATING AT MSGA 568
Submitting Your Résumé 569
Writing Application Letters 569
Following Up After Submitting a Résumé 575
Understanding the Interviewing Process 575
The Typical Sequence of Interviews 575
Common Types of Interviews and Interview Questions 577
Phone and Video Interviews 579
What Employers Look For in an Interview 579
Preemployment Testing and Background Checks 580
Preparing for a Job Interview 582
Learning About the Organization 582
Thinking Ahead About Questions 583
Boosting Your Confidence 584
Polishing Your Interview Style 585
Presenting a Professional Image 586
Being Ready When You Arrive 586
Interviewing for Success 587
The Warm-Up 587
The Question-and-Answer Stage 587
The Close 588
Interview Notes 589
Following Up After an Interview 590
Follow-Up Message 590
Message of Inquiry 590
Request for a Time Extension 590
Letter of Acceptance 590
Letter Declining a Job Offer 592
Letter of Resignation 593
SOLVING COMMUNICATION DILEMMAS AT MSGA 594
Learning Objectives Checkup 594
Apply Your Knowledge 596
Practice Your Skills 596
Expand Your Skills 598
Build Your Career 598
Improve Your Grammar, Mechanics, and Usage 598
FIVE-MINUTE GUIDE TO PREPARING FOR JOB INTERVIEWS 603
INTELLIGENT COMMUNICATION TECHNOLOGY Encountering
AI-Assisted Recruiting and Interviewing 576
INTELLIGENT COMMUNICATION TECHNOLOGY Improving
Fairness and Finding Better Talent with Blind
Auditions 581
APPENDIX A
Format and Layout of Business Documents 604
First Impressions 604
PAPER 604
LETTERHEAD STATIONERY 604
APPEARANCE 604
Components of Business Letters 604
STANDARD LETTER PARTS 605
OPTIONAL LETTER PARTS 607
LETTER FORMATS 608
Envelopes 608
ADDRESSING THE ENVELOPE 608
INTERNATIONAL MAIL 610
Memos 610
Reports 611
MARGINS 611
HEADINGS 611
PAGE NUMBERS 611
RUNNING HEADERS AND FOOTERS 613
OTHER DESIGN ELEMENTS 613
APPENDIX B
Documentation of Report Sources 614
Chicago Humanities Style 614
IN-TEXT CITATION—CHICAGO HUMANITIES STYLE 614
BIBLIOGRAPHY—CHICAGO HUMANITIES STYLE 615
APA Style 617
IN-TEXT CITATION—APA STYLE 617
LIST OF REFERENCES—APA STYLE 617
MLA Style 617
IN-TEXT CITATION—MLA STYLE 617
LIST OF WORKS CITED—MLA STYLE 618
APPENDIX C
Correction Symbols 621
Handbook of Grammar, Mechanics,
and Usage 623
Diagnostic Test of English Skills 623
Assessment of English Skills 625
Essentials of Grammar, Mechanics, and Usage 625
1.0 Grammar 625
1.1 NOUNS 626
1.2 PRONOUNS 627
1.3 VERBS 629
1.4 ADJECTIVES 633
1.5 ADVERBS 634
1.6 OTHER PARTS OF SPEECH 635
1.7 SENTENCES 637
2.0 Punctuation 640
2.1 PERIODS 640
2.2 QUESTION MARKS 640
2.3 EXCLAMATION POINTS 640
2.4 SEMICOLONS 640
2.5 COLONS 641
2.6 COMMAS 641
2.7 DASHES 643
2.8 HYPHENS 643
2.9 APOSTROPHES 643
2.10 QUOTATION MARKS 644
2.11 PARENTHESES AND BRACKETS 644
2.12 ELLIPSES 644
3.0 Mechanics 645
3.1 CAPITALIZATION 645
3.2 ITALICS AND BOLDFACE 647
3.3 ABBREVIATIONS 647
3.4 NUMBERS 647
3.5 WORD DIVISION 648
4.0 Vocabulary 648
4.1 FREQUENTLY CONFUSED WORDS 648
4.2 FREQUENTLY MISUSED WORDS 650
4.3 FREQUENTLY MISSPELLED WORDS 651
4.4 TRANSITIONAL WORDS AND PHRASES 652
Answer Keys 653
Glossary 657
Brand, Organization, and Name Index 661
Subject Index 663