Bibliography

Introduction: The Case for Courtesy

Andersson, L. and Christine Pearson. “Tit-for-Tat? The Spiraling Effect of Incivility in the Workplace.”Academy of Management Review, 1999, 24 (3), pp. 452–471.

Ivy Sea Online Leadership Communication Center: Personal Mastery Series “What Is Your Civility Quotient?” can be found at http://www.ivysea.com/pages/ct0499_1.html

Pearson, Christine. “Organizations as Targets and Triggers of Aggression and Violence,”Research in the Sociology of Organizations, 1998, 15: pp. 197–223.

Pearson, Christine, L. Andersson, and C. Porath. “Assessing and Attacking Workplace Incivility.”Organizational Dynamics, Fall 2000, pp. 123–137.

Pearson, Christine, with C. Porath, Case Commentary, “Do Something, He’s About to Snap,” HBR Case Study, by Eileen Roche. Harvard Business Review, July 1, 2003.

Pearson, Christine, L. Andersson, and J. Wegner. “When Workers Flout Convention: A Preliminary Study of Workplace Incivility.”Human Relations, 2000, 54, pp. 1387–1419.

Part 1: Everyday Courtesy as a Credibility Builder

Chapter 1: Twenty-First Century Manners: Can Courtesy Survive in the Brave New World?

“Aggravating Circumstances: A Status on Rudeness in America,” Public Agenda Online Special Report. Can be found at www.publicagenda.org/specials/civility/civility.htm

Ivy Sea Online Leadership Communication Center: Personal Mastery Series—What Is Your Civility Quotient can be found at http://www.ivysea.com/pages/ct0499_1.html

Caldwell, Mark. A Short History of Rudeness: Manners, Morals, and Misbehavior in Modern America. New York: Picador USA, 1999.

Casperson, Dana May. Power Etiquette—What You Don’t Know Can Kill Your Career. New York: AMACOM, 1999.

Craig, Elizabeth. Don’t Slurp Your Soup: A Basic Guide to Business Etiquette, 2nd edition. St. Paul, Minn.: Brighton Publications, 1996.

“Workplace Incivility” can be found at www.envisionworks.net/index.htm

Chapter 2: Credibility: Creating It and Keeping It

Lutz, William. Double Speak. New York: Harper Perennial, 1981.

MacMillan, Pat, The Performance Factor: Unlocking the Secrets of Teamwork. Nashville, TN: Broadman & Holman, 2001.

Pfeffer, Jeffrey, and Robert I. Sutton. The Knowing/Doing Gap: How Smart Companies Turn Knowledge into Action. Boston: Harvard Business School Press, 2000.

Chapter 3: Develop Your Gratitude Attitude: Say “Thank You” and Mean It

Post, Peggy, and Peter Post. The Etiquette Advantage in Business. New York: HarperCollins Publishers, 1999.

Chapter 4: I See What You’re Saying: Are Your Unspoken Messages Telling on You?

Elgin, Suzette Haden. More on the Gentle Art of Verbal Self Defense. Upper Saddle River, NJ: Prentice-Hall, 1986.

Mole, John. Mind Your Manners: Managing Business Cultures in the New Global Europe. Yarmouth, Maine: Nicholas Breely Publishing, 2003. Model, originally retrieved at http://www.johnmole.com/articles18.htm.

Timm, Paul R. Managerial Communication—A Finger on the Pulse. Upper Saddle River, NJ: Prentice-Hall, 1995.

Chapter 5: What the $%#*!& Is Going On Here? Should We Put a Leash on Our Language?

White, Dr. Carol. “The Increased Use of Slang and Profanity.” Survey of students and faculty at Robinson School of Business, Georgia State University, 1999.

Chapter 6: Tell Me Less: Some Things Are Better Left Unsaid

Booher, Dianna. Communicate with Confidence. New York: McGraw-Hill, 1994.

Chapter 8: What Did You Say? Developing Your Ability to Listen

Booher, Dianna. Communicate with Confidence. New York: McGraw-Hill, 1994.

Harkins, Phil. Powerful Conversations: How High Impact Leaders Communicate. New York: McGraw-Hill, 1999.

Isaacs, William. Dialogue and the Art of Thinking Together. New York: Currency, 1999.

McKay, Matthew, Martha Davis, and Patrick Fanning. Messages: The Communication Skills Book, 2nd edition. Oakland, Calif.: New Harbinger Publications, Inc., 1995.

Chapter 10: Travel Courtesy: Don’t Leave Home Without It

Caldwell, Mark. A Short History of Rudeness: Manners, Morals, and Misbehavior in Modern America. New York: Picador USA, 1999.

Morrison, Terri, Wayne Conaway, and George Borden. Kiss, Bow, or Shake Hands, How to Do Business in Sixty Countries. Holbrook, Mass.: Adams Media Corp., 1994.

Reif, Joe, et al. The Global Road Warrior. San Rafael, Calif.: World Trade Press, 1999.

Teison, Herbert, and Nancy Dunnan. Travel Smarts, 2nd edition. Old Saybrook, Conn.: Globe Pequot Press, 1997.

Part 2 Best Behaviors at Work: Interacting with Bosses and Peers

Chapter 11: Terror on Both Sides of the Desk: Relieving Interview Stress

Imundo, Louis. The Effective Supervisor’s Handbook, 2nd edition. New York: AMACOM, 1993.

MacMillan, Pat. Hiring Excellence. Colorado Springs, Colo.: NavPress, 1992.

Waldrop, Dawn E. Best Impressions: How to Gain Professionalism, Promotion, and Profit. Cleveland, Ohio, Best Impressions, 1997.

Chapter 12: The New Job: Getting Started on the Right Foot

Nelson, Bob. 1001 Ways to Take Initiative at Work. New York: Workman Publishing Company, 1999.

Rozakis, Laurie, and Bob Rozakis. The Complete Idiot’s Guide to Office Politics. New York: Alpha Books, 1998.

Chapter 14: E-Mail: Think Before You Send

Casperson, Dana May. Power Etiquette. New York: AMACOM, 1999.

McGinty, Sarah Myers. Power Talk: Using Language to Build Authority and Influence. New York: Warner Business Books, 2001.

Chapter 16: Are We Having a Casual Crisis? Coping with Dress Code Confusion

Pante, Robert. Dressing to Win: How to Have More Money, Romance, and Power. Garden City, New York: Doubleday, 1984.

Waldrop, Dawn E. Best Impressions: How to Gain Professionalism and Profit. Cleveland, Ohio: Book Masters, Inc., 1997.

Chapter 17: Getting Along with Your Manager: Spotting and Solving Personality Problems

Post, Peggy, and Peter Post. The Etiquette Advantage in Business. New York: HarperCollins Publishers, 1999.

Weinstein, Bob. I Hate My Boss! New York: McGraw Hill, 1998.

Chapter 20: How to Leave a Job: Making a Graceful Exit

Cantore, Jean Ann. “How to Quit Your Job Gracefully.”High Technology Careers, October/November 1993, p. 34.

Chapter 21: Refuse to Schmooze and You Lose: Cultivating the Social Side of Business

Mandell, Terri. Power Schmoozing: The New Etiquette for Social and Business Success. New York: McGraw-Hill, 1994.

Naisbitt, John. Megatrends: Ten New Directions Transforming Our Lives. New York: Warner Books, Inc., 1986.

Chapter 22: Let’s Do Lunch: Dining Your Way to Success

Post, Peggy, and Peter Post. The Etiquette Advantage in Business. New York: HarperCollins Publishers, 1999.

Chapter 23: Standing Out in the Crowd: Getting Noticed Without Becoming Notorious

Kelley, Robert E. How to Be a Star at Work. New York: Times Books, 1998.

Mosvick, Roger K., and Robert B. Nelson. We’ve Got to Start Meeting Like This. Glenview, Ill.: Scott, Foresman, and Company, 1987.

Nelson, Bob. 1001 Ways to Take Initiative at Work. New York: Workman Publishing Company, 1999.

Chapter 24: He Said, She Said: When the Gender Gap Seems as Wide as the Grand Canyon

Adapted from Tymson, Candy. Gender Games: Doing Business with the Opposite Sex.

Victoria, Australia: Brumby Books Gemcraft, 1998. Information retrieved at http://www.tymson.com.au/articles.html

Elgin, Suzette. More on the Gentle Art of Verbal Self Defense. Upper Saddle River, N.J.: Prentice-Hall, 1983.

McGinty, Sarah Myers. Power Talk: Using Language to Build Authority and Influence. New York: Warner Business Books, 2001.

Rozakis, Laurie, and Bob Rozakis. The Complete Idiot’s Guide to Office Politics. New York: Alpha Books, 1998.

Tannen, Deborah. You Just Don’t Understand: Women and Men in Conversation. New York: Ballantine Books, 1991.

Tannen, Deborah. Talking from 9 to 5. New York: Avon Books, 1994.

Part 3: Handling Sensitive Issues: Courtesy and Building Trust

Chapter 26: When an Apology Is in Order: Saying “I’m Sorry”

Booher, Dianna. Communicate with Confidence. New York: McGraw-Hill, 1994.

Tannen, Deborah. Talking from 9 to 5: Women and Men in the Workplace. New York: Avon Books, 1995.

Chapter 27: Tell It Like It Is: Delivering Unwelcome Information Without Doing Permanent Damage

Booher, Dianna. Communicate with Confidence. New York: McGraw-Hill, 1994.

Chapter 28: Confronting with Courtesy: Preserving Relationships While Resolving Differences

“From Strife to Synergy,” a workshop developed by Team Resources, Inc., 1988, 2000.

Katzenbach, John R., and Douglas K. Smith. The Wisdom of Teams: Creating the High-Performance Organization. Boston: Harvard Business School Press, 1993.

MacMillan, Pat. The Performance Factor: Unlocking the Secrets of Teamwork. Nashville, TN: Broadman & Holman, 2001.

Pickering, Peg. How to Manage Conflict: Turn All Conflicts into Win-Win Outcomes. Franklin Lakes, N.J.: Career Press, 2000.

Chapter 29: When the Worst Happens: Dealing with Tragedy and Death

Mother Oak’s Child Center for Grieving Children, http://www.motheroaks.com/

NetMemories.com is a place where family and friends have an eternal place to celebrate the lives of the living and the dearly departed. People from everywhere in the world can now reflect, reminisce, rejoice, and even contribute twenty-four hours a day in accommodation of their busy schedules. http://www.netmemories.com/

Chapter 30: Citizenship in the Global Village

Chaney, Lillian H., and Jeanette S. Martin. Intercultural Business Communication, 2nd edition. Upper Saddle River, N.J.: Prentice-Hall, 2000.

Kenton, Sherron Bienvenu, and Deborah Valentine. Crosstalk. Communicating in a Multicultural Workplace. Upper Saddle River, N.J.: Prentice-Hall, 1997.

Morrison, Terry, Wayne Conaway, and George Borden. Kiss, Bow, or Shake Hands, How to Do Business in Sixty Countries. Holbrook, Mass.: Adams Media Corp., 1994.

Penrose, John M, Robert W. Rasberry, and Robert J. Myers. Business Communication for Managers: An Advanced Approach. Mason, Ohio: Thomson South-Western, 2004.

Thiederman, Sondra. Profiting in America’s Multicultural Marketplace: How to Do Business Across Cultural Lines. New York: Lexington Books, 1991.