business communication

Words & Phrases Whatever à nothing à silence Impossible àdifficult/hard à challenging Shut up! Be quiet Quiet pls. Attn. gs & bs

Sounds Shush (-) Shh (nonv. sign) Na Uhhhhh(?) Ahhhhh!

Sentences Conditionals à Directives à Statements (Requests) If you don’t . . .tomo., . . . (Pls.) bring your hmw (Remember, hmwk is due . . . Active Active Passive

You failed to complete . . You did not complete Your hmwk was not received

Discourse (e.g., teaching manners: apologizing, thanking rituals, etc.)

Direct approach to neg. behavior (thesis 1st) Indirect approach (delayed thesis) - Bad News - Buffer (+ or neutral statement) - Reasons/explanation - Quick transition to neg. news positively worded - Positive Close - Positive Close

From Negative to Increasingly

à + Language

Fig. 12.2