2 3 4 5 Business and Professional Communication Third Edition 6 7 Business and Professional Communication KEYS for Workplace Excellence Third Edition Kelly M. Quintanilla Texas A&M University—Corpus Christi Shawn T. Wahl Missouri State University 8 FOR INFORMATION: SAGE Publications, Inc. 2455 Teller Road Thousand Oaks, California 91320 E-mail: [email protected] SAGE Publications Ltd. 1 Oliver’s Yard 55 City Road London EC1Y 1SP United Kingdom SAGE Publications India Pvt. Ltd. B 1/I 1 Mohan Cooperative Industrial Area Mathura Road, New Delhi 110 044 India SAGE Publications Asia-Pacific Pte. Ltd. 3 Church Street #10-04 Samsung Hub Singapore 049483 Copyright © 2017 by SAGE Publications, Inc. All rights reserved. No part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without permission in writing from the publisher. Printed in the United States of America Library of Congress Cataloging-in-Publication Data Names: Quintanilla, Kelly M., author. | Wahl, Shawn T., author. Title: Business and professional communication : keys for workplace excellence / Kelly M. Quintanilla, Shawn T. Wahl. Description: Third edition. | Los Angeles : SAGE, [2017] | Includes bibliographical references and index. Identifiers: LCCN 2015040048 | ISBN 978-1-5063-1552-2 (pbk. : alk. paper) 9 Subjects: LCSH: Business communication. Classification: LCC HF5718 .Q56 2017 | DDC 658.4/5—dc23 LC record available at http://lccn.loc.gov/2015040048 This book is printed on acid-free paper. Acquisitions Editor: Matthew Byrnie Associate Editor: Natalie Konopinski Editorial Assistant: Janae Masnovi eLearning Editor: Gabrielle Piccininni Production Editor: Kelly DeRosa Copy Editor: Amy Marks Typesetter: C&M Digitals (P) Ltd. Proofreader: Scott Oney Indexer: Will Ragsdale Cover Designer: Gail Buschman Marketing Manager: Ashlee Blunk 10