1. Discuss an example of a time when you were offended by written communication. How did you respond? Did you use written communication for your response, or did you respond in person?

2. Do you have concerns about other forms of written communication not covered in this chapter? As a professional, what steps would you take if you were asked to use a form of written communication with which you were not familiar? Would you delegate the task to someone else? Would you be honest that you were not comfortable with the project?

3. What steps do you or will you take on the job that will help you strive for professional excellence with written communication? What strategies do you have, if any, that work for you?

4. Take a moment to reflect on your experiences with written communication. Have you ever been caught in an e-mail or letter exchange that crossed the line from professional to uncivil? What can organizations do to prevent uncivil written communication?

5. Some scholars are concerned about the negative impact of text messaging and other forms of technology on written communication. Do you share this concern? Do you think technology encourages you to be less professional in your written communication? Why or why not?