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9781439041130_UnitA_pp4
...
You
usually communicate verbally in face-to-face conversations
...
doc

ences, speeches, and phone calls are other forms of verbal communication
...
doc

communicate verbally to exchange ideas, understand diverse points of view, and solve

A-3
...
doc

problems
...
doc

these skills will help you find jobs, advance your career, and improve your professional per-

A-6
...


A-7
...
Juan Ramirez, the director of Human Resources, is attending a

You are an administrative assistant in the Human Resources Department

career fair at a local community college
...
He suggests that you focus on your speaking skills in the weeks before the career fair
...
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Organizing Your Messages
In verbal communication, or oral communication, one person sends a message to another person
or group using speech
...
Because the average person is exposed to thousands of messages every day, your message must rise
above competing information to gain your listener’s attention
...
Figure A-1 outlines the communication process
...

As you begin to prepare for the career fair, you meet with Juan Ramirez and discuss how
you should organize your talk about the travel industry
...


Your listener is most likely to remember the first and last parts of your message
...
Make sure your message
is best delivered using spoken rather than written words
...
If so, open the conversation with
what your listeners needs to know, then move to the supporting information
...
Packing too much information into a conversation can leave your listeners confused or remembering only part of what you said
...
In a one-on-one conversation, for example, express one
main idea and up to three supporting ideas
...


QUICK TIP

In verbal communication, the average
adult can best
understand
language at a sixthgrade reading level
...
When you use complicated
language or unnecessary words, you make it more difficult for your listener to interpret what you are saying
...


• Make your messages relevant to your listener

Although it is natural to discuss subjects you consider important, if your listener has different interests or
priorities, your message might not be well received
...
Adopt the point of view of your listeners, and then explain or show how your subject is important to
them and how they can benefit
...
They must pay attention to what you are
saying, interpret your nonverbal signals, ignore noise and other distractions, and make sense of the incoming information
...
Use a direct approach by introducing your subject, explaining what you want, and identifying
your expectations
...


QUICK TIP

• Pause occasionally

Look and listen for
feedback from your
listeners to make
sure they understand
your message
...
As you communicate, include brief pauses so
your audience can absorb your message, especially when you’ve made an important point, requested action,
or are preparing to introduce a new subject
...
However, avoid long pauses, which can make your listener feel uncomfortable
...
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FIGURE A-1: Spoken communication process

Speaker

Encode

Message

Message

Convert to words
and gestures

Channel

Decode

Message

Speak face-to-face
or on the phone

Listener

Message

Interpret words
and gestures

TABLE A-1: Appropriate uses for spoken communication

you want to:

use spoken

Receive an immediate answer

•

Congratulate a colleague

•

Be sure your audience interprets your message correctly

•

Negotiate with others to build a consensus

•

Minimize misunderstandings when providing information

•

Allow your audience to ask questions to clarify information

•

Promote a close or friendly working relationship

use written

•

Maintain a record of the communication

•

Save time when providing a response

•

Avoid interrupting your colleague

•

Deliver a formal message

•

Crucial conversations

On her FlatWorld Knowledge Web site
(www
...
com),Talya Bauer identifies conversations
such as asking for a raise or promoting a project as crucial conversations, where the stakes and emotions are high
...
Be the first to say hello: Introduce yourself to others, clearly pronouncing your name so everyone catches it
...
Use names: Listen for the names of your conversation partners
and use them when addressing others
...
Think before you speak: Instead of speaking quickly to fill pauses,
take time to think instead of blundering into a mistake
...
Be receptive to new ideas: If you disagree with an idea, learn more
about it
...
”

5
...

6
...

7
...

8
...

9
...

10
...
Prepare questions and facts ahead of time
...
, Organizational Behavior
...
flatworldknowledge
...


Understanding the Basics of Verbal Communication

Verbal Communication 3

Verbal Communication

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Feedback

9781439041130_UnitA_pp4
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People
not only listen to the words you say, but the way you say them—the vocal elements of your speech
...
Using vocal elements that are appropriate for your purpose and audience can make
your words more appealing and powerful, causing others to pay attention to what you say
...
Juan Ramirez
suggests you also rehearse how to use vocal techniques effectively
...
Change the speed of your voice

People who consistently speak at the same pace tend to be dull and ineffective communicators
...
In addition, the rate of your speech signals how listeners should interpret your words
...

Speak slowly when you want your audience to absorb your words or anticipate the next idea
...


2
...
Both high and low pitches are useful at times, though you should
not take either to an extreme
...

Lowering the pitch gives your voice a more authoritative and influential character
...
Control the volume of your voice

The volume of your voice affects your listeners’ ability to hear and understand you
...
If your volume is much louder, your voice might annoy your
listener and disturb others
...
Varying your volume adds character to your speech, so raise the volume when you
want to emphasize a particular word or idea
...


QUICK TIP

Catch your breath
when you pause to
make the silence
seem natural
...
Punctuate with pauses

Effective speakers pause occasionally to break up the flow of information and let listeners process and
understand what was said
...
You can also use pauses to create anticipation
...


QUICK TIP

If enunciating is difficult for you, try
speaking more
slowly than normal
...
Articulate clearly

To improve your listeners’ understanding, clearly enunciate each sentence, phrase, and word
...
When you speak clearly, you convey competence,
confidence, and intelligence
...
Use your e-mail software such as Microsoft Office Outlook to create an e-mail message
to your instructor
2
...
Send the message to your instructor as requested

Verbal Communication 4

Understanding the Basics of Verbal Communication

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You
can overcome some of this fear and project confidence by tuning
your voice
...
“This all-important quality will be
the biggest selling point you have,” he says
...
”
Anderson recommends eliminating nasality by yawning to open
and relax your throat and palate
...
“Stand straight, relax, and let your breath come

in down low,” Anderson suggests
...
” Continue to be aware of your breath to relax yourself
...
Keep your throat open
...

The sound of your calm, confident voice will put you and your
audience at ease
...


Understanding the Basics of Verbal Communication

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Pitch

High

9781439041130_UnitA_pp4
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Body language
and nonverbal signals add meaning to your message
...
Your
audience perceives nonverbal language as part of your message, and uses it to determine how to interpret
your words
...
Table A-2 summarizes do’s and don’ts for using nonverbal language
...

As you rehearse your presentation for the career
fair, Juan Ramirez gives you a few pointers about your body language and nonverbal communication
...
Maintain eye contact

Prolonged eye contact, however, can
make your listener
uncomfortable
...
Your eyes can show
interest, understanding, happiness, confusion, anxiety, and fear
...
People trust you when you look directly at them as you
speak, and are skeptical if you don’t maintain eye contact
...
Present pleasant facial expressions

The human smile is a powerful cue that transmits messages including friendliness, happiness, warmth, and
acceptance
...
They are also likely to react positively to your message and remember what you say
...


QUICK TIP

3
...
Effective communicators use physical
gestures to emphasize important points
...
If you do not move at all when you speak, others might perceive you as boring or tense
...

What may be meaningful in one country
may not in another
...
Maintain good posture

Your posture is your body’s position when you are sitting, standing, or walking, and it communicates your
mood, attitude, and interest in a topic
...
Lean slightly towards your listener
to show you are receptive and interested in what they have to say
...


QUICK TIP

Signs of discomfort
in your listener
include looking away,
stepping backwards,
turning their body at
an angle to you, or
folding their arms
over their chest
...
Keep your distance

In communication, proximity is how physically close you are to your audience
...
People expect you to respect their personal space
and feel uncomfortable if you intrude on it
...
If you notice signs of discomfort that suggest you’ve moved into your listener’s space, immediately increase the distance between you and your listener
...
Use your e-mail software such as Microsoft Office Outlook to create an e-mail message to
your instructor
2
...
Send the message to your instructor as requested
Verbal Communication 6

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In fact, the most successful business professionals use nonverbal
communication that conveys authority and calm
...
Instead
of burning energy with nervous mannerisms such as drumming your
fingers or rubbing your nose, Gallo recommends that you move with
purpose
...

However, standing too still as you are speaking makes you appear
rigid and uncomfortable, especially if you have your hands in your
pockets
...
If you are having a conversation, take your hands
out of your pockets so you can gesture naturally
...


Understanding the Basics of Verbal Communication

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Lack of eye contact suggests conflict

g

FIGURE A-3: Nonverbal language in the workplace

9781439041130_UnitA_pp4
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Credibility is closely associated with trust,
a crucial element in personal and professional relationships
...
Although people do not automatically accept your ideas if they trust you, a lack of trust can undermine what you say
...

Although you are fairly new to
Quest Specialty Travel and the travel industry, you want to be sure your audience finds you credible at the
career fair
...


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ESSENTIAL
ELEMENTS

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UNIT

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1
...
To minimize the
chances of making a bad decision, they consider your track record of accuracy and reliability
...
Back up your statements with verifiable facts and evidence, as shown in Figure A-4
...
Strive for clarity

One way to clarify
an explanation is to
answer the who,
what, when, where,
why, and how
questions about your
topic
...
Maximize your credibility by
clearly and carefully expressing yourself
...
However, explaining your message clearly improves everyone’s comprehension of the topic
...


3
...
To be perceived as credible, the words you say should be consistent with your actions
...


QUICK TIP

Empathy can also
mean being patient
and tolerant,
especially when
confronting
potential conflicts
...
Demonstrate empathy and concern

Credibility involves more than speaking clearly and honestly
...
If you are trying to
resolve a conflict, deliver disappointing news, or respond to a loss, for example, empathizing with your listener enhances your credibility and makes them more receptive to your message
...
Remember Aristotle’s triangle

Aristotle analyzed effective speakers in ancient Greece, and diagrammed their effectiveness in a triangle
shown in Figure A-5, which he called the rhetorical triangle
...
) Aristotle taught that your speaking ability depends on how well you make three types of appeal to your audience:
logical, ethical, and emotional
...


YOU TRY IT

1
...
doc provided
with your Data Files, and save it as Credibility
...
Read the contents of Credibility
...
Save and close Credibility
...
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FIGURE A-5: Credibility and empathy in speaking

Speaker
(ethics and credibility)

Subject
(logic and content)

Audience
(empathy)

Rhetorical triangle

TABLE A-3: Credibility do’s and don’ts

quality

do

don’t

Objectivity

Speak objectively and provide factual evidence for your claims

Don’t make biased or exaggerated statements

Clarity

Use familiar words and solicit feedback from your listeners

Don’t rush an explanation or assume your listener
already understands a topic

Consistency

Make your actions consistent with your words

Don’t say one thing and do another

Empathy

Demonstrate you recognize your listener’s point of view

Don’t fail to show understanding, even if you
disagree with your audience

Understanding the Basics of Verbal Communication

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FIGURE A-4: Verifying statements with facts

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As a speaker, you receive feedback about how others perceive you
and your message
...
You also give feedback when others ask you to evaluate an
idea, event, or document
...

Juan
Ramirez has also invited Anna McCloud, a new marketing assistant, to give a presentation to students at
the career fair
...


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ESSENTIAL
ELEMENTS
QUICK TIP

A good rule of
thumb is to make
two positive statements before offering a critical
comment
...
Emphasize the positive

To minimize defensiveness in your listener, include positive observations with your feedback
...
It also helps them
listen to your message more constructively
...
Be tactful

Tact is the ability to act or speak in way that maintains good relations with others or avoids giving offense
...
Look for common ground, ask questions, and allow your colleague to make suggestions for improvement
...
Depersonalize negative messages

Feedback messages
should describe a
person’s behavior,
events, procedures,
standards, and
expectations
...
Avoid making comments your audience might perceive as personal
...
Also
avoid you-based messages when offering critical feedback
...
See Figure A-6
...
Provide solutions

Focus on offering solutions rather than identifying problems or weaknesses
...


5
...

Deliver feedback in a neutral, private location
...
Choose a time that minimizes the interruption to your listener’s day
...
Give others permission to disagree with you

After you give feedback, be prepared to receive it
...
Avoid interpreting disagreement or critical comments as personal attacks
...
Table A-4 lists the do’s and don’ts for giving feedback
...
Use a word processor such as Microsoft Office Word to open the file A-2
...
doc in the location where you store
your Data Files
2
...
doc, and then list your strategy for providing feedback
3
...
doc, and submit it to your instructor as requested
Verbal Communication 10

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“I” language:
I have a couple of questions and would
like to know the Web address
...


How can we encourage people to sign up
for a tour?

TABLE A-4: Feedback do’s and don’ts

element

do

don’t

Tone

• Express enthusiasm and appreciation
• Praise efforts

• Don’t sound skeptical or demanding
• Don’t avoid giving feedback at all

Language

•
•
•
•

Identify your objective criteria
Conclude with a positive message
Focus on solutions and options, not personal qualities
Use “I” language

• Don’t use too many negative words, such as not, never,
and bad
• Don’t assign blame
• Don’t overlook solutions
• Don’t use “you” language

Tact

•
•
•
•

Consider how your listener will receive your message
Listen actively and completely
Show understanding by asking questions and paraphrasing
Accept feedback from your listener

• Don’t fail to show that you want to make improvements
• Don’t forget about how your listener interprets your
body language

Setting

• Choose a private location
• Look for a convenient time

• Don’t interrupt your listener
• Don’t choose a time when the effects of a negative
message might linger

Understanding the Basics of Verbal Communication

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“You” language:
You didn’t leave time for questions and
never provided the Web address
...


9781439041130_UnitA_pp4
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Along the way, obstacles can prevent or disrupt the effective communication of meaning
...
Table A-5 summarizes the do’s and don’ts of overcoming barriers
to communication
...
You work with Juan and Anna to overcome these barriers
...


1
...
Using language that your
audience can interpret in more than one way can lead to misunderstandings
...
Provide concrete examples, if possible
...


2
...
Don’t muddle your message by adding
filler words that dilute what you are saying, such as about, maybe, and a little bit
...
As the
speaker, choose words that make your messages clear and concise
...
Send consistent signals

Your nonverbal communication should complement what you say
...
Avoid distracting habits such as crossing your arms, putting your hands in your pockets, handling a cell phone, or turning away from people
when you speak
...


4
...
Choose a
medium that is appropriate for the message that you are sending
...


QUICK TIP

Don’t use
impersonal communication media such
as e-mail for sensitive
messages

5
...
Examples include background noise, interruptions, uncomfortable temperatures, and busy environments
...
If possible, close the door, turn off a cell phone, or
suggest that you and your listener find a quieter place to chat
...
Use a word processor such as Microsoft Office Word to open the file A-3
...
doc in the location where you store your
Data Files
2
...
doc, and then list the causes and possible solutions to
communication barriers
3
...
doc, and submit it to your instructor as requested

Verbal Communication 12

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m
...


You might mention a few more details
about the meeting
...


Could you arrive ten minutes early to turn
on the projector and distribute handouts?

TABLE A-5: Overcoming barriers do’s and don’ts

element

do

Language

• Choose words that are familiar, unambiguous, and
• Don’t use filler words that can lead to
easy to interpret
misunderstandings
• Ask for feedback to make sure your listener understands • Don’t use language your audience is unlikely to
understand

Nonverbal signals

• Match your body language to your verbal language
• Move with purpose

• Don’t distract your listeners by fidgeting or turning away

Media

• Choose the medium that is right for your purpose
and audience
• Reduce physical distractions before you start to
communicate

• Don’t choose a medium that reduces the quality of the
communication, such as a noisy cell phone
• Don’t ignore your listener’s discomfort or put up with
barriers such as a poor telephone connection

Physical distractions

don’t

Voice mail etiquette

Voice mail is a medium for professional communication that can
cause problems for the caller and the receiver
...
Following a few voice mail guidelines can help you avoid
these problems
...
Include your name and department so callers
know they have reached the correct number, and then direct callers

to leave a message
...
If you have different hours temporarily, such as when you are on vacation, explain
that so callers know they should not expect an immediate call back
...
Delete old
messages so that your phone system has enough room for new ones
...
Include your name, phone number, and extension number, if
necessary
...


Understanding the Basics of Verbal Communication

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The meeting will start about 10:00 a
...

tomorrow
...
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Communicating Ethically
Ethics deals with principles for acceptable conduct, and usually refers to honest, fair behavior and decisions
...
Ethical
and legal behaviors often overlap, though they are not the same
...
When communicating in professional and
business situations, you need to carefully analyze your objectives, choices, and consequences to make a
responsible and ethical decision
...

After your presentation at the career fair, a friend of your family approaches you and reveals that
he recently accepted a job managing Global Travel, Quest’s major competitor
...
You want to maintain a friendly
relationship and respond ethically
...
Be truthful

You can avoid many ethical dilemmas by speaking honestly
...
However, avoid exaggerating your subjects,
speaking in half-truths, or communicating with the intent to deceive your listener in any way
...


QUICK TIP

Include alternative
solutions, consider
other perspectives,
and identify pros
and cons when
appropriate
...
Present a balanced viewpoint

When discussing a topic or responding to a request for a recommendation or analysis, balance the pros and
cons in your response to avoid bias
...
Even effective salespeople acknowledge the competition and overcome objections when persuading customers to try a new product or service
...


3
...
”

In the workplace, colleagues, managers, and customers depend on you to provide factual information they
can use to make decisions
...
A fact can be observed and
independently verified
...
You might feel strongly about your
opinion, but do not represent it as a fact
...
Disclose information clearly

Some people mistakenly assume that disclosing an important detail briefly or in an inconvenient location,
such as at the back of a report or buried in the fine print of a contract, is legally sufficient
...
If your listener has a legitimate need to know something, you should
present it in a clear, understandable, and appropriate format
...


5
...
However, doing so can compromise your integrity
...
Assume that your listeners will compare notes and
discover the inconsistencies
...
Use a word processor such as Microsoft Office Word to open the file A-4
...
doc in the location where you store your
Data Files
2
...
doc, then respond to the ethical dilemma it describes
3
...
doc, and submit it to your instructor as requested

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Understanding CrossCultural Issues
As organizations expand internationally, you are more likely to work with others from different countries
and cultures
...
Doing so helps you recognize the cultural influences of your colleagues, customers, and suppliers
...
When you consider differences in citizenship, ethnicity, religion, and education, the challenges associated with effective communication become even more significant
...

The students and employers at the career fair have varied cultural backgrounds
...


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ESSENTIAL
ELEMENTS

1
...
First, they are listening to and processing the language that you are speaking, which is not their native tongue
...
You can help your listener by keeping your messages simple and direct
...


QUICK TIP

Don’t speak too
loudly or slowly,
however, or you risk
offending your
listener
...
Speak slowly and clearly

Although many people from other cultures speak and understand English, they might be accustomed to
hearing it spoken with an accent different from yours
...
Speak loudly enough to be easily heard
...


QUICK TIP

3
...

Instead, your listener might patiently listen without understanding what you are saying
...
Slow
down, simplify your speech, and repeat your message without being asked to do so
...
Listen carefully and uncritically

Concentrate to
understand what
they are saying and
adjust to their
pronunciation and
accent
...
Don’t correct the grammar or pronunciation of a nonnative speaker unless they ask for a correction
...
Instead, provide positive nonverbal feedback such as nodding your head and smiling
...


5
...
An idiom is an
expression that means something other than its literal meaning
...
Avoid them when talking with a nonnative speaker
...
Use a word processor such as Microsoft Office Word to open the file A-5
...
doc in the location where you store your
Data Files
2
...
doc, and then respond to the scenario it describes
3
...
doc, and submit it to your instructor as requested
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Technology @ Work:
Web Conferencing
Web conferencing tools are software and services that let you use an Internet-connected computer
to meet with others and communicate orally
...
Web meeting attendees can use microphones attached to their
computers to speak or can use the telephone to connect to a conference call
...
Popular Web conferencing software includes WebEx,
GoToMeeting, and Microsoft LiveMeeting
...

Juan Ramirez is considering holding a Web conference with the Quest Specialty Travel staff in New York
...


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ESSENTIAL
ELEMENTS
QUICK TIP

Web conferencing
software includes
chatting or instant
messaging features
so meeting participants can ask questions without
interrupting a
speaker
...
Find a conference host

To hold a Web conference, someone serves as the host
...
The host needs a subscription to a Web conference provider, a computer with an Internet connection, a Webcam or digital video camera for video (if necessary), and Web conferencing software to coordinate the meeting
...


2
...
You
typically work with an event manager to register the meeting, reserve the server space, and set up the conference so that participants can connect successfully
...


3
...

Some software works with e-mail packages to send, schedule, and receive invitations
...


4
...
Take advantage of the technology to vary talking with video, slides, and application sharing
...


5
...
You can send
them a digital video to watch at their convenience
...
Open a Web browser such as Microsoft Internet Explorer or Mozilla Firefox, and go to
http://office
...
com
2
...
On the LiveMeeting home page, click a link to take a tour
4
...
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FIGURE A-11: GoToMeeting

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FIGURE A-10: Microsoft LiveMeeting

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Visit
www
...
com/ct/illustrated/softskills, select your book,
and then click the Companion Site link
...


d SOFT SKILLS REVIEW

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you identify barriers to understanding
b
...
How should you organize a spoken message?
a
...
Use a formal outline

g

Organize your messages
...
you introduce many ideas
d
...
Begin with supporting information
d
...


1
...
Gesture
c
...
Pitch
d
...
The most effective combination of vocal elements are low pitch with a varied pace and:
a
...
monotone
b
...
occasional pauses

Understand nonverbal language
...
Which one of the following is not a type of nonverbal cue?
a
...
Speed of your voice
b
...
Smiling
2
...
Your listener’s ability to interpret your words
c
...
Your style of speaking
d
...


1
...
Exaggerate and embellish
c
...
Speak objectively
d
...
According to Aristotle, when speaking you should consider your subject, yourself, and:
a
...
your ethics
b
...
your background

Give and receive feedback
...
Which one of the following is not an effective way to give feedback?
a
...
Provide solutions
b
...
Choose a private location
2
...
Assigning blame
c
...
Body language
d
...
qxd

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Page 21

Overcome barriers to communication
...
What types of words should you use to overcome barriers to communication?
a
...
Power words
b
...
Familiar words
2
...
Busy environment
c
...
Face-to-face meeting
d
...


1
...
discuss one topic at a time
c
...
speak with animation and many gestures
d
...
An idiom is:
a
...
a dictionary definition
than its literal meaning
b
...
a type of nonverbal communication

Technology @ work: Web conferencing
...
Web conferencing tools are software and services that let you:
a
...
collaborate on the Web
b
...
use an Internet-connected computer to meet with others
2
...
To videotape the meeting
c
...
To coordinate the meeting
d
...
You are interviewing for your dream job and the interviewer says the company is looking for
someone with top-notch verbal skills
...
Suppose you are discussing an important project with a colleague at your desk when a visiting supplier
walks by and interrupts you by commenting on the way you are dressed
...
Speaking and writing each have pros and cons as forms of communication
...
Do you think gossip has its place in the workplace? Should gossip be encouraged or discouraged by
managers and other employees?
5
...
You see a document on your supervisor’s computer labeled “Staffing
Plans
...
Ethics deals with:
a
...
persuading customers
b
...
expressing opinions
2
...
Be truthful
c
...
Present a balanced point of view
d
...


g

Communicate ethically
...
qxd

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Page 22

d INDEPENDENT CHALLENGE 1
You work as an administrative assistant at NorthStar, a four-season resort in eastern Maine
...
They represent a business in Quebec
that is considering whether to hold a conference at NorthStar
...
Part of the NorthStar resort is shown in Figure A-12
...
Use a word processor such as Microsoft Office Word to open the file A-6
...
doc in the location where you store your Data Files
...
Review the contents of Tour
...

c
...

d
...

e
...

f
...
doc, then submit it to your instructor as requested
...
Brad Diego manages the administrative staff, and is planning to hire a new receptionist to greet patients and schedule appointments
...

a
...
doc provided with your Data Files, and save
it as Interview
...

b
...

c
...

d
...
Pay particular attention to the
body language and nonverbal communication of your partner
...
Switch roles and let your partner interview you
...
In Interview
...

g
...
doc then provide it to your instructor
...
qxd

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10:25 PM

Page 23

d REAL LIFE INDEPENDENT CHALLENGE
This Real Life Independent Challenge requires an Internet connection
...
Using your favorite search engine, search for online want ads
...
At an online job board, such as the one shown in Figure A-13, complete the following tasks:
• Find a list of job categories
...

• Read the ads for jobs in that category
...
You decide to use this time to identify skills that employers want so you can make yourself as attractive as possible to a potential employer
...


FIGURE A-13

In a word-processing document, list the qualities employers are seeking
...

Proofread the document carefully to fix any grammar or formatting errors
...


d TEAM CHALLENGE

This Team Challenge requires an Internet connection
...
You and other members of the Marketing Department are preparing to accompany Louisa Chen, the company buyer, to
Mexico and parts of Central America
...
She is particularly interested in finding out how to dress appropriately
...
Using your favorite search engine, search for information about nonverbal communication in Mexico and Central
America
...
Note the addresses of the Web sites that provide the most useful information
...
Meet as a team to discuss your findings
...
As a team, create a list of recommendations for Louisa about how to act and dress during the buying trip to Mexico and
Central America
...
Submit the list to your instructor as requested
...

d
...

f
...
qxd

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Page 24

d BE THE CRITIC
Review the photo of a business meeting shown in Figure A-14
...
The purpose of the meeting is to find ways to cut the budget of the Claims Department
...
Send the critique to your instructor

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