COMM 6019-05 W2016 Module 3 Week 3

Advanced Professional
Communication
COMM 6019-05 W2016
Professor Kari Townsend
Module 3 Week 3
Topics: Memos (review), Business emails
(review) and letters, Direct structure
(review) and Indirect structure,
Summarizing, paraphrasing and quoting
sources, Email and Letter Assignment
Reminder, Due Dates for Research proposal
and Research report, Grammar and English
language help
MEMOS, LETTERS and

EMAIL
Review: Memos
In-house
communications
Format: Memo Header

TO:
CC:
FROM:
DATE:
SUBJECT:
Mike Smith
Jane Doe
Arthur Billings AB
October 11, 2012
Memos
See Figure 7.3, page 151
Margins
Standard default it 1 all around
Some have 1.25 for left margin and 1 for
the rest
Can alter to fit the memo on one page
Justification
Left justify and ragged right as illustrated:
At vero eos et accusam et justo duo
dolores et ea rebum. Stet clita kasd
gubergren, no sea takimata sanctus est
Lorem ipsum dolor sit amet. Consetetur
sadipscing elitr, sed diam nonumy eirmod
tempor invidunt ut labore et dolore magna
aliquyam erat, sed diam voluptua
Paragraph Indentations
Generally not indented:
Consetetur sadipscing elitr, sed diam
nonumy eirmod tempor invidunt ut labore et
dolore magna aliquyam erat, sed diam
voluptua.
At vero eos et accusam et justo duo dolores
et ea rebum. Stet clita kasd gubergren, no
sea takimata sanctus est Lorem ipsum dolor
sit amet.
Line Spacing, Style, and Type

Line Spacing: Single-space, leaving one line
between paragraphs
Font: Times New Roman or Arial are
standard
Type Size: Generally, 12 point type size, but
no smaller than 10 and no larger than 14
Paper
8.5 x 11 standard office paper
White or corporate stationary
Designated colour code for some
organizations
Continuation page
Name (to)
Page
date
Consetetur sadipscing elitr, sed diam

nonumy eirmod tempor invidunt ut labore
et dolore magna aliquyam erat, sed diam
voluptua. At vero eos et accusam et justo
duo dolores et ea rebum. Stet clita kasd
gubergren, no sea takimata sanctus est.
Ending
Memos are not signed (i.e. no yours truly,
John Doe or yours sincerely, Lee Wong)
Did you know?

To use alphabetical lists when there
is more than one specific primary
audience
TO: Bob Brown, Ted Green and Susan Scott
To copy (CC) secondary audiences
TO:
Bob Brown, Assistant Manager
CC:
Linda Richards, Personnel Officer
That memos are usually initialed
From: Betty Grant
BG
BUSINESS COMMUNICATION NOW
CHAPTER 7
Business
Letters pg.
Emails
Memos
149
pg. 150
pg. 151
2012 McGraw-Hill Ryerson Ltd.
REGARDING SPACING
NOTE: in Word click on No Spacing

for formatting Memos & Letters
NOT Normal or addresses, etc will
appear double-spaced (not professional)
Review: Letters and

Memos
Letters messages to
people outside your
organization
Memos messages to people
within your organization
LO1
REMEMBER TO ASK YOURSELF FIVE

QUESTIONS
1.
2.
3.
4.
5.
see Adapting Message to Audience, page

48
Whats at stake to whom?

Should you send the message?
What channel should you use?
What should you say?
How should you say it?
Recap: Analyzing and

Anticipating:
Audience, Purpose
Copyright 2013 Nelson Education Ltd.
3 TYPES OF MESSAGES
1.ROUTINE MESSAGES
Informative and Positive
Messages
2.NEGATIVE MESSAGES
3.PERSUASIVE & SALES MESSAGES
1. ROUTINE MESSAGES
(Chpt. 7)
BUSINESS
NOW7)
1.
ROUTINECOMMUNICATION
MESSAGES (Chpt
Think/pair/share:
What is a routine message?
Give examples.
Positive answers
Confirmations
To requests
Routine requests
and orders
The Direct Structure
Ideas
Into
Patterns
:
Direct
for
Receptiv
e
Audience
s
Copyright 2013 by Nelson Education Ltd.
Direct Pattern
Use the direct pattern when you
expect the reader to be pleased,
mildly interested, or, at worst,
neutral. Put your main point the
purpose of your message in the
first or second sentence.
The direct pattern saves the
readers time, sets a proper frame
of mind, reduces frustration by
frontloading the main idea.
Informative and
Positive
Messages
Informative message
Explain or tell readers something
Readers reaction is neutral
Positive message
Readers reaction is positive (good
news!)
Both build good relationships between

writer and reader.
Neither message asks the reader to do
anything.
LO1

Direct Pattern for
Routine Messages
1. summarize main point
2. Provide the
clarification, details,
and background
3. Present negatives (if
any) as positively as
possible
4. Explain reader benefits
5. Use a forward looking,
positive, and personal
closing statement
*
Has YOU Attitude!
LO3
Main Point
Details
Negatives
Benefits
Goodwill Close
A Look at 8 Types
of Routine Messages p
LO6
159-
165
1. Summaries
2. Confirmation
s
3. Fact Sheets
4. News Release
5.Thank You
6.Congratulat
ions
7.Adjustments
8.Complaints
Routine Messages 1.
Summaries
To summarize a
conversation:
People present, Topic,
Decisions, Actions
To summarize a document:
Start with main point
Give supporting
evidence or details
LO6
LO6
Routine Messages 1. Summaries

continued
To summarize a visit with a

client:
1.
Give main point in companys point of vi
2.
Provide umbrella paragraph list points
3.
Cover each point / support conclusions
4.
Use lists/headings to clarify structure
Routine Messages
continued:
2. Confirmations -
Keep short,
giving only the information spoken earlier;
at start, note its a confirmation
3. Fact Sheets -
Organized in
various ways (depending on purpose,
audience
and topic):
Question and answer
Who, what, where, when,
why, and how
Step by step
Chronologically
LO6
Routine Messages
continued:
News Release - Answers Who, What,
LO6
4. News Release
Where, When, Why, How (announcements, product

recalls, promotions, etc.); use a well-chosen
attention-grabbing headline and lead paragraph
5. Thank You Notes
Short, prompt,
sincere
6. Congratulatory Notes
Specific,
sincere, builds trust
7. Adjustments
Grant adjustment in
first sentence; dont discus how/why decision
made; give reason for mistake ONLY if it makes
your organization look better
Routine Messages 8.
Complaints
Because:
Dont:
Use were
busy
Say no
Say we cant
Say its our
policy
Focuses on you
instead of customer
when can you attend to
customer?
Is inflammatory
offer alternatives
Is inflammatory
what can you offer?
Focuses on you what
alternatives are
there?
LO6
2. NEGATIVE MESSAGES
(Chpt. 8)
LO1
Think/pair/share:
How do you react to negative messages?
Examples:
The Indirect Structure
Grouping
Ideas
Into
Patterns
:
Indirect
for
Unrecept
ive
Audience
s
Copyright 2013 by Nelson Education Ltd.
Indirect Pattern
When you expect the audience to be
uninterested, unwilling, displeased, or
perhaps even hostile, the indirect pattern
is more appropriate. In this pattern, you
dont reveal the main idea until after you
have offered explanation or evidence. This
approach works well for bad news,
persuasion, and sensitive news. The
indirect pattern has these three benefits:
1.Respects the feelings of the audience
2.Facilitates a fair hearing
3.Minimizes a negative reaction
Negative Messages
Primary
Purpose
To give reader bad news
LO1
To have receiver read,

understand, and accept message
To maintain readers goodwill
Parts of a
Negative
Message
Buffer
Reasons
Negatives
Alternatives
Goodwill Ending
LO3
LO3
Neutral or positive statement

Buffer
Prepares reader for negative news
(eg. state facts or give history of events)
Use a buffer when:
Reader values harmony
Buffer serves another purpose (eg. states a
general principle)
Reasons
Clear, convincing reasons should precede

negative news:
To prepare reader for refusal/negative news
To help reader accept refusal/negative news
Avoid saying you cant do something
Dont hide behind policy
LO3
Negatives
Put negative message with reason to

de-emphasize
Imply dont state refusal if
you can
Make it crystal clear
Make it the last message on the
subject
LO3
Offers ways to get what reader

wants
Alternatives
Shows you care about readers needs
Returns readers psychological freedom
(freedom of choice)
Allows you to end on positive note
Goodwill Ending
If there is a good alternative refer to

it in ending:
Please let me know if you wish to pursue
this option.
The best endings look to the future
LO4
Negative Messages - TONE

Check carefully for
positive emphasis and you
focus
Show requests/negative news
is taken seriously
Consider the appearance and
timing of message
Tone
Avoid:
Im afraid were
unable
Im sorry we are
unable
Im sure you will
agree
Unfortunately
LO4
continued
Because:
Youre not
afraid, empty
phrase
You probably can,
if youre sorry
change the policy
Dont read the
readers mind
Negative
BUSINESS COMMUNICATION
COMMUNICATION NOW
NOW
BUSINESS
LO5
Think/pair/share:
When do you think it is important
for organizations to apologize?
Give an example of a recent
experience you had with an
organization where you received or
felt you deserved an apology.
To Apologize or Not
WARNING!!! Do not apologize in the form of
taking blame unless you have first obtained
permission from your organizations legal
counsel and/or communications group. This is
VITAL because acknowledging blame on behalf of
the organization could have serious legal
repercussions for the company and/or you!
If you apologize
Follow EXACTLY the script you have been given by

legal group or communications team
Be sincere
Be brief
Avoid being negative
Explain how errors
will be corrected
LO5
LO6
Varieties of Negative Messages

Refusals/Rejections
To an external audience
Try to use a buffer

Be specific
Phrase refusal indirectly; de-emphasize
Give alternative if any
Be sure the reason cant backfire in
another context
To an internal audience
Use knowledge of culture, individual to
craft reply
3. Review: SALES &

PERSUASIVE MESSAGES
(Chpt. 9)
BUSINESS
COMMUNICATION
3. SALES
& PERSUATIONNOW
MESSAGES
Think/pair/share:
Are you more easily persuaded by:
1.An appeal to your values and
beliefs (Pathos)
2.An appeal to your logic (Logos)
3.The credibility of the
speaker/message (Ethos)
LO1
Purpose of Persuasive
Messages
Several primary purposes:
To motivate reader to read the

Message
To have reader act
To provide complete information
so reader knows what to do
To overcome objections that may
prevent or delay action
Analyzing a Persuasive
Situation
LO1
1.What do you want people to do?

2.Anticipate any objections your
audience could make.
3.Determine the strength of your
case.
4.Determine the type of
persuasion best for the
organizations culture.
Persuasion & Direct

Requests
Use a direct request when:

When reader will do what you ask
without resistance
Simply asks for what is needed

Dont include reader benefits
Dont try to overcome objections
Be direct and clear about what

you want
LO2
LO2
Persuasion & Indirect

(Problem-solving) Requests
Use indirect requests
when:
When audience may resist
doing what you ask
When decision will be
based more on logic than
emotion
LO2
Pattern for an Indirect

Request
1. Find common ground to get readers

attention and create interest
2. Define the problem you share with
reader (that the request will solve)
3. Explain the solution to the problem
4. Show that advantages outweigh negatives
5. Summarize additional benefits of the
solution and build emotional appeal
6. Ask for the action you want and
motivate the action
LO2
Showing Positives Outweigh

Negatives
Strategies:
Tone in Persuasive
Messages
Depends on your relationship

with the reader
Avoid parental or preachy
messages
LO2
Tone in Persuasive
Messages continued
LO2
Tone down requests to superiors

Show youre not taking yes
for granted
Tone in Persuasive
Messages
continued
careful of tone in email messages
Be
Subject line should be clear you are
asking for something
Dont use email for requests requiring

changes in culture, values, or
lifestyle. These are major requests
and require a different channel
LO2
Organizing Sales Messages

AIDA
Gain Attention
Create Interest
Build Desire
Motivate Action
LO3
LO3
Gain Attention
Create Interest
provocative headline
startling statements
Facts
audience benefit
Compliment
Quotation
Question
summary of
problem/action
Stories
point of agreement
supporting
argument in
concrete and
specific terms
facts, figures,
examples, experts
underline
benefits
appeal to
fairness
LO3
Build Desire
Motivate Action
while reducing
resistance
imagine and
anticipate
scenarios
underline
credibility
cite testimonials
and test results.
reinforce
benefits
ask for specific
response
give deadlines
linked to
incentives.
Strategy in Sales
Letters
Basic strategy satisfy need

Make offer early in letter
exact price later
To make price palatable:
Link price to benefit
Show cost per day/month/year
Allow credit
Offer guarantee
LO4
Recall The Power of Persuasion:

The Don Draper Approach to the
Direct Sales Pitch
http://www.criticalmediaproject.org/cm
l/media/mad-men-don-draper-salespitch/
Recall: Secrets from the

Science of Persuasion
http://www.youtube.com/watch?
v=cFdCzN7RYbw
LO6
APA Citation
See Chpt. 10, Figures 10.9 (p. 241), 10.10

and 10.11 (pp. 242-244)
Attributing an idea, concept, or fact

to its source in the body of your
report
Dont forgetthe Fanshawe Librarians are

here to help!
Go Here First
Go Here Next!
https://exowa.fanshawec.ca/exchweb/bin/redir.asp?
URL=http://owl.english.purdue.edu/owl/resource/560/01/
LO6
Citations - Benefits
Gives credit for intellectual debts
Reinforces and supports your line of
argument
Adds credibility of supporting
authorities
Protects your reputation and reassures
readers of your honesty
Gives readers access to further
sources on a particular topic
Shows honesty
LO6
Differences: Quoting,
Paraphrasing & Summarizing
Quoting
The sources expression is especially effective, vivid,
or original.
The source depends on specialized or technical terms.
You want to dispute the terms of the sources argument.
Integrate quotes into your own grammar or argument
Must cite
Paraphrasing
Rephrasing an argument/information in your words

following the same structure as the source
Must cite
Summarizing
Condensing the sources information/arguments in your

own words
Use when you want to give the main idea without details
Citing - Tips
No need to cite
Common knowledge
Your own observations
Common knowledge dates
Familiar sayings
Proverbial sayings
When in doubt, CITE!

Bibliography means works cited
AND works consulted
LO6
APA Documentation
in Business
Research Reports
http://blog.efpsa.org
First, what is the

difference between MLA
and APA?
MLA = Modern Languages Association
Generally used in English Literature
Essays
APA = American Psychological

Association
Generally used in Business, Sciences,
more technical writing
APA is required citation style for
all COMM courses
Why bother?
The Unexciting Reasons for
Documentation:
o It makes research easier and faster if you have
to return to a source everything is
consistent.
o It prevents you from duplicating your research.
o It gives others confidence in your research
you went out and found credible sources.
o It shows you did not plagiarize! Woohoo!
o You have to for this assignmentand others in
your future educational career paths.
Things to Remember #1
References page
List entries alphabetically by the last name
of the author (the first author, if there
are multiple authors
listed).
Environmental
Awareness 9
References
Bourette, S. (2002, March). Planespotting.
Shift. Retrieved March
14, 2005, from
Http://www.shift.com/content /10.1/53/1.html
Patterson, K. (2000). The water in between: A
journey at sea. Toronto: Vintage.
Spearing, M. (2004, February). APA format.
Library & information science: Citation guides
for electronic documents. Retrieved October
31, 2010, from http://www.ifla.org/I/
training/citation/citing.htm
APA: Website
Library & information science: Citation
guides for electronic documents. Retrieved
October 31, 2010, from http://
www.ifla.org/I/training/citation/citing.htm
Last Name, First Initial. (Date the site
was last updated). Page name. Website
title. Retrieved Date you looked at the
site, from URL
APA: Article in an
Online Journal
Bourette, S. (2002, March).

Planespotting. Shift. Retrieved March 14,
2005, from
http://www.shift.com/content/10.1/53/1.
html
Last Name, First Initial. (Date of

publication,
Month of publication).
Article name. Publication title.
Retrieved Date you looked at the
source, from URL
APA: Book
Patterson, K. (2000). The water
in between: A journey at sea.
Toronto: Vintage.
Last Name, First Initial. (Date

of Publication).
Book title:
Subtitle. Publisher Location:
Publisher.
APA: Lecture (PPT)

Meahan, P. (2011, September 16).
Metamorphosis. HUMA 3003.
Lecture conducted from Fanshawe
College, London, ON.
APA: All Together Now

Environmental Awareness 9
References
Bourette, S. (2002, March). Planespotting.
Shift. Retrieved March
14, 2005, from
Http://www.shift.com/content /10.1/53/1.html
Patterson, K. (2000). The water in between: A
journey at sea. Toronto: Vintage.
Library & information science: Citation guides
for electronic documents. Retrieved October
31, 2010, from http://www.ifla.org/I/
training/citation/citing.htm
Things to Remember #2
Page Headers for
References
&
Body
MLA (which you may have used in the
past for citations) and APA use
different headers:
MLA = Last Name + Page Number (Smith
9)
APA = (Key Word(s) from

Article Title + Page Number
(Environmental Awareness 9)
MLA example (for information only, to show you the

difference from APA which you will use)
Smith 9
Works Cited
Bourette, Sarah. Planespotting. Shift.
Mar. 2002. Web. 15 Mar. 2005.
Patterson, Kevin. The Water In Between: A
Journey at Sea. Toronto: Vintage, 2000.
Print.
QUOTATIONS
Direct Quotations MUST be copied
accurately, word-for-word and they
must be placed in quotation marks
APA recommends an AUTHOR/DATE style
of citations-page # follows material
As Davis (1998) reports, smaller
cars are the way of the future
(p.26).
Short Quotations
If you are directly quoting from a work, you will
need to include the author, year of publication,
and the page number for the reference (preceded by
"p.").
Introduce the quotation with a signal phrase that
includes the author's last name followed by the
date of publication in parentheses.
According to Jones (1998), "Students often had
difficulty using APA style, especially when it was
their first time" (p. 199).
If the author is not named in a signal phrase,
place the author's last name, the year of
publication, and the page number in parentheses
after the quotation.
She stated, "Students often had difficulty using
APA style" (Jones, 1998, p. 199).
Long Quotations
Place direct quotations longer than 40 words in a
free-standing block of typewritten lines.
Indent the first line of any subsequent paragraph
within the quotation 1/2 inch from the new margin.
Jones's (1998) study found the following:

Students often had difficulty using APA style,
especially when it was their first time citing
sources.
This difficulty could be attributed to the
fact that many
students failed to purchase a style manual or
to ask
their teacher for help. (p. 199)
Quotations (Unknown
Author)
Unknown Author: If the work does not have an
author, cite the source by its title in the
signal phrase or use the first word or two in
the parentheses. Titles of books and reports are
italicized or underlined; titles of articles,
chapters, and web pages are in quotation marks.
A similar study was done of students learning to
format research papers (Weight Watchers Diet,"
2001).
Note: In the rare case the "Anonymous" is used
for the author, treat it as the author's name
(Anonymous, 2001). In the reference list, use
the name Anonymous as the author.
Quotations (Electronic
Sources)
If possible, cite an electronic document the
same as any other document by using the authordate style.
Kenneth (2000) explained...
Unknown Author and Unknown Date: If no author or
date is given, use the title in your signal
phrase or the first word or two of the title in
the parentheses and use the abbreviation "n.d."
(for "no date").
Another study of students and research decisions
discovered that students succeeded with tutoring
("Tutoring and APA," n.d.).
Quotations(Electronic
Sources) continued
Sources Without Page Numbers
When an electronic source lacks page numbers, you
should try to include information that will help
readers find the passage being cited.
When an electronic document has numbered paragraphs,

use the symbol, or the abbreviation "para." followed
by the paragraph number (Hall, 2001, 5) or (Hall,
2001, para. 5).
If the paragraphs are not numbered and the document

includes headings, provide the appropriate heading and
specify the paragraph under that heading.
According to Smith (1997), ... (Mind over Matter
section, para. 6).
Quotations (Lecture
Powerpoint)
If you are directly quoting from a
professors ppt, you will need to
include the professor and year in
class.
It is important to note that human

creativity is sometimes seen as a
great and terrible force (Meahan,
2011).
HELPFUL LINKS
From Purdue OWL:
http://owl.english.purdue.edu/owl/resource/560/01/
From Fanshawe Learning Centre:
http://www.fanshawec.ca/sites/default/files/assets
/the~learning~centre~-~tlc/apa1.pdf
From Fanshawe Library & Media Services Citation
Help page:
http://fanshawec.libguides.com/content.php?
pid=192084&sid=1613390http://fanshawec.libguides.co
m/content.php?pid=192084&sid=1613390
Online Sources for

Citations
Your friendly Librarians have
created the following site for you:
http://fanshawec.libguides.com/content.php
?
pid=192084&sid=1613390http://fanshawec.l
ibguides.com/content.php?
pid=192084&sid=1613390
QUESTIONS!
http://www.stu.ca/inkshed/nletta03/hunt.htm
Proposal for Research

Report Projects
see Chapter 11 Writing Proposals and Reports, p. 250-278

** Research Proposal (worth 5%) is due week of Module 7 ;
Research Report (worth 25%) is due week of Module 12 **
A proposal for a student

report has these sections:
1. Introductory
paragraph
2. Problem
3. Feasibility
4. Audience
5. Topics to
investigate
6. Methods and
procedures
7. Qualifications
includes
facilities and
resources
available
8. Work schedule
9. Call to action
REPORT DUE DATES

As noted in the CIS, the short research
proposal report is based on the research
report. The research proposal report is
due by 11:59pm on Friday, February 19
(Module 7). Per the CIS, report formatting
and criteria will be discussed in Module 5.
The Research Report is based on a current
topic within your field (topic approval is
required by professor) and it is due by
11:59pm on Friday, March 25 (Module 12).
Please note: these reports are to be
completed individually, however students
may use the work conducted in their
research reports for their group
presentation.
QUESTIONS?
English Language Help

APPENDIX A:
WRITING CORRECTLY p. 347
GRAMMAR
LO1 Define and explain
the logic of
grammar
LO2 Discuss how to
identify and
correct common
punctuation errors
LO3 Explain the uses
of punctuation
within sentences
LO4 List uses of

special
punctuation
marks
LO5 Distinguish
words that are
often confused
LO6 Describe the
proofreading
process
FANSHAWE LEARNING CENTRE

The Learning Centre is located in "A" building on the second floor in room number
A2019.
Monday: 8:30 a.m. to 4:30 p.m.

Tuesday & Wednesday: 8:30 a.m. to 7:30
p.m.
Thursday: 8:30 a.m. to 4:30 p.m.
Friday: 8:30 a.m. to 12 noon

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Advanced Professional

MEMOS, LETTERS and

Format: Memo Header

See Figure 7.3, page 151

Line Spacing, Style, and Type

Consetetur sadipscing elitr, sed diam

Did you know?

BUSINESS COMMUNICATION NOW

2012 McGraw-Hill Ryerson Ltd.

NOTE: in Word click on No Spacing

BUSINESS COMMUNICATION NOW

Review: Letters and

2012 McGraw-Hill Ryerson Ltd.

BUSINESS COMMUNICATION NOW

REMEMBER TO ASK YOURSELF FIVE

see Adapting Message to Audience, page

Whats at stake to whom?

2012 McGraw-Hill Ryerson Ltd.

Recap: Analyzing and

Copyright 2013 Nelson Education Ltd.

BUSINESS COMMUNICATION NOW

The Direct Structure

BUSINESS COMMUNICATION NOW

BUSINESS COMMUNICATION NOW

Both build good relationships between

BUSINESS COMMUNICATION NOW

BUSINESS COMMUNICATION NOW

BUSINESS COMMUNICATION NOW

BUSINESS COMMUNICATION NOW

Routine Messages 1. Summaries

To summarize a visit with a

Give main point in companys point of vi

Provide umbrella paragraph list points

Cover each point / support conclusions

Use lists/headings to clarify structure

2012 McGraw-Hill Ryerson Ltd.

BUSINESS COMMUNICATION NOW

2012 McGraw-Hill Ryerson Ltd.

BUSINESS COMMUNICATION NOW

Where, When, Why, How (announcements, product

5. Thank You Notes

sincere, builds trust

2012 McGraw-Hill Ryerson Ltd.

BUSINESS COMMUNICATION NOW

2012 McGraw-Hill Ryerson Ltd.

BUSINESS COMMUNICATION NOW

2012 McGraw-Hill Ryerson Ltd.

The Indirect Structure

BUSINESS COMMUNICATION NOW

To have receiver read,

2012 McGraw-Hill Ryerson Ltd.

BUSINESS COMMUNICATION NOW

2012 McGraw-Hill Ryerson Ltd.

BUSINESS COMMUNICATION NOW

Neutral or positive statement

Clear, convincing reasons should precede

2012 McGraw-Hill Ryerson Ltd.

BUSINESS COMMUNICATION NOW

Put negative message with reason to

2012 McGraw-Hill Ryerson Ltd.

BUSINESS COMMUNICATION NOW

Offers ways to get what reader

If there is a good alternative refer to

2012 McGraw-Hill Ryerson Ltd.