| A | B |
|---|
| Acronym | A word formed from the initial letters of other words. |
| Active listener | A person who receives a speaker's message with care and respect. |
| Active listening | Listening that captures both the facts and the feelings of a message. |
| Aggressive approach | Hard-charging method of dealing with conflict. |
| Aggressive speaking | A hard-charging speaking aproach that's often hostile. |
| Application letter | The type of cover letter used to respond to a known job opening. |
| Assertive approach | Expressing your rights and views in a positive and confident manner. |
| Assumption | A belief that something is true without proof. |
| Attentive listener | Person who is engaged both non-verbally and verbally. |
| Bar graph | Compares two or more values. |
| Benefits | The gains to be made or the things that are good about an idea. |
| Bias | Personal opinions and viewpoints. |
| Bibliography | Lists all materials the author found useful in preparing the report. |
| Block style | Bueiness-letter format in hwich all parts of the letter are printed beginning at the left margin. |
| Body | The part of the presentation between an introduction and conclusion. |
| Body language | What a person does with their body to express their message. |
| Body of the report | The pages that contain the actual information of the report. |
| Budget | An outline of funding and costs. |
| Buffer statement | A positive or neutral statement that serves as a starting place for a negative response. |
| Business voice | Communication that is direct, controlled, and reasonable. |
| Chronological resume | A resume that organizes work experience in chronological order, starting with the most recent. |
| Circular reasoning | What was intended to be an explanation turns out to be a mere restatement of the problem. |
| Claim letter | A persuasive business letter that customers use to make and explain a demand for repayment, restitution, or replacement. |
| Cliche | Worn-out expressions that have little, if any, meaning. |
| Closing thele call | Checking agreements made or confirming commitments set. |
| Combination resume | A resume that merges chronological and functional styles. |
| Communication | A process by which information is exchanged. |
| Conclusion | The final section of a proposal. |
| Conflict | A problem in which two or more people have a difference of opinions, methods, goals, styles, values. |
| Consistently respectful | When you're in a position to handle any conflict that confronts you. |
| Constructive | Being as objective as possible in the words you say. |
| Content | What you say in a presentation; your message. |
| Cover | Binding used to contain a report. |
| Cutaway or exploded drawing | Lets the viewer see into a structure to observe the relationship among its parts. |
| Delivery | How you express your messages. |
| Describing | Telling what you see, not giving opinions about what you see. |
| Destructive | Designed or tending to destroy. |
| Either/or thinking | Two alternatives are presented as the only alternatives when others should be considered. |
| Emotional voice | Communication with a tone that is aroused or agitated in feeling or sensibility. |
| Encyclopedia voice | Communication whose tone is stiff and unemotional. |
| Endnote | A note that appears at the end of a report. |
| Executive summary | Summarizes the purpose, organization, methods, and outcomes of the short report; sometimes called an abstract. |
| External customers | People outside the workplace with whom you need to build good working relationships. |
| Features | How an idea, product, or service works. |
| Flaming email | An attempt by on party to voice a concern to another party through an email message that's harsh in language and tone. |
| Flaming war | Parties involved in a chain of flaming emails. |
| Flowchart | Presents a process or procedure. |
| Flysheet | A single sheet of blank paper that separates the cover from the title page. |
| Functional resume | A resume that groups accomplishments and qualifications together. |
| General evidence | Is made up of a great number of specific examples gathered together or "generalized". |
| Gestures | What you do with your hands while you talk. |
| Grouped bar graph | A series of simple bar charts, each measuring two or more values at specified intervals. |
| Hasty generalization | The conclusion reached is based on too little evidence. |
| Hearing | The physical effort of taking in the speaker's message. |
| Idea circle | A visual tool for generating ideas before you write. |
| I emphasis | Writer focuses more on his or her own needs. |
| I messages | Statements that have you owning your message. |
| Indented style | A business-letter format in which paragraphs are indented, and some elements are moved to the centre margin. |
| Intercultural communication | Making connections between different views. |
| Internal customers | Your fellow employees to whom you provide services. |
| Introduction | The opening of a speech or presentation. |
| Jargon | A special terminology, usually technical. |
| Letter of authorization | Details about who authorized work to be done. |
| Letter of transmittal | Briefly provides the reason for a report. |
| Line bar graph | Emphasizes both individual measurements and trends. |
| Line drawing | Drawing made of solid lines. |
| Line graph | A graph in which points of value are connected by a line. |
| Listening | The process of receiving a message from a speaker. |
| Maps | Present geographical representation of data. |
| Market research | Testing a market to gain an understanding of an audience. |
| Mirroring | When a person's communications matches what the other person in the conversation is doing. |
| Modified block style | A business-letter format in which elements of both the block style and indented style appear. |
| Modulation | Having a variety in pitch. |
| Multiline graph | Contains differentiating lines by colour, size, or texture and portrays simultaneous |
| Need | That which drives or motivates people. |
| Needs-based model | Works when resolving differences that are work-issue related. |
| Network | People in your business life and perosnal life that can connect you with job opportunities. |
| Non-assertive approach | When you maintain a passive manner. |
| Non-assertive speaking | When a non-assertive speaker allows others to dominate the conversation. |
| Non sequitur | A conclusion is reached that does not follow from the evidence presented. |
| Non-words | Filler sounds or words that people say that do not contribute to the meaning of a message. |
| Organizational chart | Represents hierarchies of relationships among people. |
| Overview | Background information a reader needs to grasp the significance of a proposed idea. |
| Pace | The rate at which a person speaks. |
| Pagination | The number and arrangement of pages in a report. |
| Paraphrasing | Restating the main idea of a speaker's message to verify or clarify your understanding. |
| Partial yes | A response in which the writier is unable to completely fill an order or completely satisfy a request. |
| Passive-aggressive speaking | An approach in which a person comes off as subtle but whose underlying tone may hurt or manipulate others. |
| Passive listening | Where the listener is present non-verbally but verbally provides little feedback to the speaker. |
| Persuade | To influence a person's thoughts or actions. |
| Photograph | A picture or likeness used to communicate product descriptions, geographical information, and personalities. |
| Pictogram | These usually combine line drawings with graphics such as line, bar, and pie charts to make a point in an attractive, eye-catching way. |
| Pie chart | Where each portion represents part of the total amounted depicted in a circle. |
| Positive intention | A statement that tells the other person in your convesation that you mean well. |
| Positive letters | Business letters in which the writer is able to say "yes" to a request, claim, or order. |
| Preparation | The hard work done before going live with a speech or presentation. |
| Problem analysis | an examination of a proposed idea; used to convince readers that a proposal is necessary and timely. |
| Problem-dwelling mindset | When dealing with a conflict, this way of thinking directs most of your attention toward the problem. |
| Proposal specifics | Detailed description of a proposal. |
| Prospecting letter | This letter is used to inquireabout possible job opportunities. |
| Quotation | A line said by someone else. |
| Recap | A summary of the main points covered in a presentation. |
| Receiver | A person who listens to one or more speakers. |
| Reflective listening | Listening that captures both the facts and the feelings of a message. |
