Original PDF Business Communication in Person in Print Online 10th Edition PDF
Original PDF Business Communication in Person in Print Online 10th Edition PDF
Original PDF Business Communication in Person in Print Online 10th Edition PDF
CONTENTS ix
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3-2 Listening and Empathy 73 3-5 Business Meetings 80
3-2a The Value of Listening and Empathy 73 3-5a Determining the Meeting Format 81
3-2b The Problem of Poor Listening Skills 74 The Case for Face-to-Face 81 | Considering
3-2c Keys to Better Listening 74 Alternatives 83
Give the Speaker Your Undivided Attention 74 | 3-5b Planning the Meeting 83
Stay Open-Minded 74 | Don’t Interrupt 76 | Identify Your Purpose 83 | Determine Whether a
Involve Yourself 76 | Respond by Paraphrasing Meeting Is Necessary 84 | Decide Who Should
or Reflecting 76 Attend 85 | Prepare an Agenda 85 | Arrange
Logistics 87
3-3 Social Media for Building Business
Relationships 77 3-5c Facilitating the Meeting 87
3-3a Engaging Customers Online 77 Follow the Agenda 87 | Encourage Participation
and Facilitate Discussion 88 | Participate in the
3-3b Engaging Employees Online 79 Meeting 88 | Follow Up After the Meeting 89
3-4 Voice and Text Messaging 80
x CONTENTS
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PART 3 WRITTEN MESSAGES 172
6 Neutral and Positive Messages . . . . . . . . . . . . . 172 7-4b Gaining the Reader’s Attention 210
6-1 Types of Neutral and Positive Messages 174 7-4c Creating Interest and Building Desire 211
Interpreting Features 211 | Using Vivid Language
6-2 Planning a Neutral or Positive Message 174
and Graphics 211 | Using Objective, Ethical
6-3 Organizing a Neutral Message 175 Language 212 | Mentioning Price 212 |
6-3a Major Idea First 175 Referring to Enclosures 213
6-3b Explanation and Details 175 7-4d Motivating Action 214
6-3c Friendly Closing 176 7-5 Writing and Responding to Negative
Customer and Public Feedback 215
6-4 Sending Instant Messages for
Neutral Messages 177 7-5a Writing Complaints and Online
Reviews 216
6-5 Responding to a Neutral Message 178
7-5b Responding to Negative Feedback 217
6-6 Composing Goodwill Messages 180 Addressing Negative Reviews and Other
6-6a Recognition Notes 181 Feedback 218 | Handling Crisis Situations 218
6-6b Congratulatory Notes 181 8 Bad-News Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
6-6c Thank-You Notes 182 8-1 Planning the Bad-News Message 236
6-6d Sympathy Notes 182 8-1a Communication Context 236
6-7 Addressing Customer Comments Online 184 8-1b Audience Analysis 236
6-7a Deciding Whether to Respond 184 8-1c Media Choice 237
6-7b Responding to Positive Reviews 185 8-2 Components of Bad-News Messages 238
6-7c Anticipating Customer Needs Online 186 8-2a Organizing the Message 238
7 Persuasive Messages . . . . . . . . . . . . . . . . . . . . . . . . . .198 8-2b Explaining the Decision 240
7-1 Planning Persuasive Messages 200 8-2c Giving the Bad News 242
7-2 Analyzing Your Audience 200 8-2d Closing the Message 243
7-2a Knowing Your Audience 200 8-3 Composing Bad-News Replies 244
7-2b Applying Persuasion Principles 201 8-3a Rejecting an Idea 245
Ethos: Appeal Based on Credibility 201 | Pathos: 8-3b Refusing a Favor 246
Appeal Based on Emotion 202 | Logos: Appeal
8-3c Refusing a Customer Request 246
Based on Logic 202 | Ethical Persuasion 203
8-3d Declining a Job Offer 247
7-3 Writing a Short Persuasive Message 204
8-3e Turning Down a Job Candidate 249
7-3a Determining How to Start
the Message 204 8-4 Announcing Bad News 250
7-3b Capturing the Reader’s Attention 206 8-4a Bad News About Normal Operations 250
7-3c Justifying Your Idea or Request 206 8-4b Bad News About the Organization 250
7-3d Dealing with Obstacles 207 8-4c Bad News About Jobs 251
7-3e Motivating Action 208 8-5 Giving and Receiving Constructive
Performance Feedback 252
7-4 Writing a Sales Letter 209
8-5a Giving Constructive Feedback 253
7-4a Selecting a Central Selling Theme 210
8-5b Receiving Constructive Feedback 254
CONTENTS xi
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9-2c Evaluating Sources of Information 274 Introduction 317 | Findings 317 | Summary,
Evaluating Internet Resources 274 | Evaluating Conclusions, and Recommendations 317
Research Studies 276 10-2b Drafting Supplementary Sections 318
9-3 Collecting Data Through Questionnaires 277 Title Page 319 | Cover Letter, Memo, or
Email 319 | Executive Summary 320 |
9-3a Constructing the Questionnaire 277
Table of Contents 320 | Appendix 321 |
9-3b Writing the Cover Letter or Email 280 References 321
9-4 Displaying Quantitative Information 280 10-3 Developing an Effective Writing Style 322
9-4a Constructing Tables 281 10-3a Tone 322
Cross-Tabulation Analysis 283 | Arranging 10-3b Pronouns 322
Data in Tables 284
10-3c Verb Tense 323
9-4b Preparing Charts 285
10-3d Emphasis and Subordination 323
Designing Simple, Clear Charts 286 | Choosing
an Appropriate Chart Type 286 10-3e Coherence 324
9-4c Creating Infographics 290 10-4 Documenting Your Sources 325
9-5 Interpreting Data 292 10-4a Why We Document Sources 326
9-5a Making Sense of the Data 292 10-4b What Has to Be Documented 326
9-5b Considering the Ethical Dimension 294 10-4c How to Document Sources 327
Footnotes and Endnotes 327 |
10 Writing the Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . .306
Author-Date Format 329
10-1 Planning the Report 308
10-4d Distortion by Omission 329
10-1a Selecting a Report Format 308
10-5 Designing, Formatting, and
10-1b Organizing the Report 311
Refining the Report 329
Findings, Conclusions, and Recommendations 311 |
10-5a Designing and Formatting Text-Based
Organizational Strategies for Findings 312
Reports 329
10-1c Outlining the Report 314
Graphics 330 | Spacing and Fonts 330 |
Generic Headings and Message Titles 314 | Headers, Footers, and Page Numbers 330
Parallelism 315 | Length and Number of
10-5b Designing and Formatting PowerPoint
Headings 316 | Balance 316
Reports 330
10-2 Drafting the Report 317 Graphics 330 | Fonts, Spacing, and Page Numbers 331
10-2a Drafting the Body 317 10-5c Refining Your Report 332
Revising 332 | Proofreading 332
xii CONTENTS
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11-5b Using Presentation Slides 364 12-4b Inquiry Emails 411
11-5c Using Video 366 12-5 Preparing for a Job Interview 412
11-5d Creating and Using Handouts 367 12-5a Researching the Organization 412
11-6 Practicing and Delivering the Presentation 367 12-5b Practicing Interview Questions 413
11-6a Practicing the Presentation 367 Standard Interviews 413 | Behavioral
11-6b Delivering the Presentation 368 Interviews 413 | Case Interviews 414 |
Stress Interviews 414
Managing Speech Anxiety 369 | Responding to
Questions and Feedback 370 12-5c Managing a Video or Phone Interview 414
12-5d Preparing Your Own Questions 418
12 Employment Communication . . . . . . . . . . . . . . 388
12-1 Putting Your Best Self Forward 390 12-6 Conducting Yourself During and After
the Interview 418
12-2 Preparing Your Résumé 390
12-6a Dressing for Success 418
12-2a Résumé Length 392
12-6b Acting Professionally 419
12-2b Résumé Format 394
12-6c Demonstrating Confidence and Focusing
12-2c Résumé Content 394 on Your Qualifications 419
Identifying Information 394 | Job Objective 394 | 12-6d Preparing for Multiple Interviewers 420
Education 396 | Work Experience 396 |
12-6e Assessing Yourself and the Company 420
Other Relevant Information 400 | Keywords 401
12-6f Following Up Throughout the Process 420
12-3 Managing Your Online Image 402
12-7 Practicing Business Etiquette 423
12-3a Your Online Reputation 402
12-7a Meeting and Greeting 423
12-3b LinkedIn 403
12-7b Dining 423
12-3c Creative Résumés 404
Before the Meal 424 | During the Meal 424 |
12-4 Writing Cover Letters and After the Meal 425
Inquiry Emails 407
12-7c Giving Gifts 425
12-4a Cover Letters 407
12-7d Working in an Office 426
Address and Salutation 408 | Opening 409 |
Body 410 | Closing 411
CONTENTS xiii
Copyright 2017 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
B Formatting Business Documents . . . . . . . . . . . 472 Compliance Reports 485
Formatting Letters and Memos 472 Progress Reports 485
Letter and Punctuation Styles 472 Proposals 485
Stationery and Margins 472 Project Proposals 485
Required Letter Parts 472 Research Proposals 486
Optional Letter Parts 474 Policies and Procedures 486
Memo Header Format 475 Policy 486
Formatting Reports 475 Procedure 487
C Common Types of Reports . . . . . . . . . . . . . . . . . 485 Situational Reports 488
Periodic Reports 485 D Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 490
Routine Management Reports 485 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
xiv CONTENTS
Copyright 2017 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Copyright 2017 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
About Amy Newman
Amy Newman specializes in business communication
at the Cornell University School of Hotel Administra-
tion. As a senior lecturer, she teaches two required
undergraduate communication courses: a freshman
business writing and oral communication class and an
upper-level persuasive communication class. Newman
also teaches a graduate-level management communica-
tion course and an elective, Corporate Communication,
which focuses on communication strategy, crisis com-
munication, and social media.
Newman was an adjunct instructor at Ithaca
College; Milano, The New School for Management and
Urban Policy in New York City; and eCornell, where she
taught classes online. She has won several awards for
excellence in teaching and student advising and grants
to develop technology-based learning solutions.
Prior to joining Cornell, Newman spent 20 years working for large companies, such as
Canon, Reuters, Scholastic, and MCI. Internally, she held senior-level management positions
in human resources and leadership development. As an external consultant, Newman worked
to improve communication and employee performance in hospitality, technology, education,
publishing, financial services, and entertainment companies.
A graduate of Cornell University and Milano, Newman is author of the eighth, ninth, and
tenth editions of Business Communication: In Person, In Print, Online. Newman has developed
several multimedia company scenarios to accompany the book, has created an interactive tool
for managing speech anxiety, and maintains a blog, BizCom in the News.
Copyright 2017 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Acknowledgments
Business Communication: In Person, In Print, Online was inspired by my teaching and learning
from students at Cornell, and I am grateful for how they have shaped my thinking about business
communication and who I am as an instructor
instructor.
Throughout the tenth edition revision process, I have consulted many colleagues, friends,
and family for their valuable feedback on book content and, when needed, a sympathetic ear:
Kathy Berggren, Joshua Bronstein, Eric Clay, Curtis Ferguson, Daphne Jameson, Kim Kenyon,
David Lennox, Daniel Meyerson, Laura Newman, Peggy Odom-Reed, Andrew Quagliata, Crystal
Thomas, and Maria Loukianenko Wolfe.
The following instructors participated in the editorial review board for the tenth edition.
Throughout each stage of the revision process, they offered creative input that influenced
the chapter content and dynamic design. I thank each of them for their valuable feedback and
suggestions:
I would also like to acknowledge the following reviewers for their thoughtful contributions on
previous editions:
ACKNOWLEDGMENTS xvii
Copyright 2017 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Anne Hutta Colvin, Montgomery County Russell Moore, Western Kentucky University
Community College Wayne Moore, Indiana University of
Doris L. Cost, Metropolitan State College of Pennsylvania
Denver Gerald WW. Morton, Auburn University of
L. Ben Crane, Temple University Montgomery
Ava Cross, Ryerson Polytechnic University Danell Moses, Western Carolina University,
Nancy J. Daugherty, Indiana University-Purdue Cullowhee, NC
University, Indianapolis Jaunett Neighbors, Central Virginia
Rosemarie Dittmer, Northeastern University Community College
Gary Donnelly, Casper College Judy Nixon, University of Tennessee at
Graham N. Drake, SUNY Geneseo Chattanooga
Kay Durden, The University of Tennessee at Rosemary Olds, Des Moines Area Community
Martin College
Laura Eurich, University of Colorado at Richard O. Pompian, Boise State University
Colorado Springs Rebecca Pope-Ruark, Elon University
Mary Groves, University of Nevada, Reno Karen Sterkel Powell, Colorado State
Phillip A. Holcomb, Angelo State University University
Larry R. Honl, University of Wisconsin, Eau Seamus Reilly, University of Illinois
Claire Carla Rineer, Millersville University
Kristi Kelly, Florida Gulf Coast University Jeanette Ritzenthaler, New Hampshire College
Margaret Kilcoyne, Northwestern State Betty Robbins, University of Oklahoma
University Joan C. Roderick, Southwest Texas State
Michelle Kirtley Johnston, Loyola University University
Alice Kinder, Virginia Polytechnic Institute and Mary Jane Ryals, Florida State University
State University Lacye Prewitt Schmidt, State Technical
Emogene King, Tyler Junior College Institute of Memphis
Richard N. Kleeberg, Solano Community Jean Anna Sellers, Fort Hays State University
College Sue Seymour, Cameron University
Patricia Laidler, Massasoit Community College Sherry Sherrill, Forsyth Technical Community
Lowell Lamberton, Central Oregon College
Community College John R. Sinton, Finger Lakes Community
E. Jay Larson, Lewis–Clark State College College
Kimberly Laux, Saginaw Valley State University Curtis J. Smith, Finger Lakes Community
Michael Liberman, East Stroudsburg University College
Julie MacDonald, Northwestern State Craig E. Stanley, California State University,
University Sacramento
Marsha C. Markman, California Lutheran Ted O. Stoddard, Brigham Young University
University Vincent C. Trofi, Providence College
Beryl McEwen, North Carolina A&T State Deborah A. Valentine, Emory University
University Randall L. Waller, Baylor University
Diana McKowen, Indiana University, Maria WW. Warren, University of West Florida
Bloomington Michael R. Wunsch, Northern Arizona
Maureen McLaughlin, Highline Community University
College Annette Wyandotte, Indiana University,
Sylvia A. Miller, Cameron University Southeast
Billie Miller-Cooper, Cosumnes River College Betty Rogers Youngkin, University of Dayton
xviii ACKNOWLEDGMENTS
Copyright 2017 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Several business communication instructors devoted time and energy to making this edition
a success. Because of their professionalism and creativity, the tenth edition will provide an
enhanced teaching and learning experience for adopters. Elizabeth Christensen of Sinclair
Community College and David Lennox of Cornell University wrote a comprehensive test bank
to reinforce students’ learning. In addition, I value the excellent contributions of Karen Howie,
Northwestern Michigan College, who developed digital content for the CourseMate website.
Finally, I am grateful to the inspiring team at Cengage Learning. It is a true pleasure to work
with this team and their staff, who nurtured the book from a list of ideas to printed copy and
every step along the way:
ACKNOWLEDGMENTS xix
Copyright 2017 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
10e
Business
communication
in person, in print, online
Copyright 2017 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
PART 1 Foundations of Business Communication
C H A P T E R
Understanding
1 Business
Communication
LEARNING OBJECTIVES
The Learning Objectives (LOs) will help you learn the material. You’ll see references
to the LOs throughout the chapter.
“ We’re sorry we even started down this path. And we do hope you’ll
accept our apology.
” 1
—Kirstie Foster, Director of Corporate and Brand Communications for General Mills
Copyright 2017 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
CHAPTER INTRODUCTION
In what The New York Times called “a stunning about-face,” the company reverted
its legal terms back to what they were.3 In the statement, you can almost hear the
discussion between the corporate communication staff, who protect the company’s
brand, and the lawyers, who protect the company financially. Most of the statement
has a conversational tone (“So we’ve listened”), but one part has legal jargon and this
disclaimer: “That last bit is from our lawyers.” 4
Like most companies, General Mills clearly is struggling with how to balance the
incredible opportunities of social media with the inevitable challenges.
Copyright 2017 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
1-1 Communicating in Organizations
Walk through the halls of any organization—a start-up company, a Fortune 500 giant, a state
government office, or a not-for-profit organization—and what do you see? Managers and
other employees drafting emails,
attending meetings, writing
reports, conducting interviews, “We generally are open
talking on the phone, and making kimono with the regulators
presentations. In short, you see and tell them what they
want to know.”
people communicating.
Communication is the pro-
cess of sending and receiving
messages—sometimes through
spoken or written words, and
sometimes nonverbally through
facial expressions, gestures, and
voice qualities. If someone sends
a message to you, and you re-
ceive it, communication will have
Copyright 2017 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
●
A Wall Street Journal articles reports that, although “M.B.A. Employers Rate Importance Figure 1
students’ quantitative skills are prized by employers, their of Candidates’ Skills/Qualities
writing and presentation skills have been a perennial
5
complaint. Employers and writing coaches say business- 55
4.55 4.48
school graduates tend to ramble, use pretentious 4.37 4.25
vocabulary, or pen too-casual emails.”12 4
d
process information n
Ability to analyze
e
quantitative dataa
e and/or
it n reports
ts
Ability to sell or
influence others s
Knowing yourself is critical to your development as a skilled
Ability to work
business communicator. How do others perceive you, and how
Ability to create
do you react to others? A recent study showed that jerks don’t
edit writte
itte
know they’re jerks. People who were overly aggressive during
negotiations had no clue how they were perceived. Equally
troublesome, people who were viewed as appropriately assertive
thought they came across too strongly.13
Having an accurate view of yourself is part of emotional Skill/Quality
intelligence. People with high emotional intelligence (or EQ, for 1 = Not at all important; 2 = Not very important; 3 = Somewhat important;
4 = Very important; 5 = Extremely important
emotional quotient) share four competencies (Figure 2).14
In each book chapter, look for questions with the “Emotional Intelligence” icon in the
margin. Responding honestly will improve how well you understand yourself and how your
communication affects your relationships with others.
Copyright 2017 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
1-2a The Communication Model
The communication model consists of the communication need, sender, message, audience,
and response, as shown in Figure 3. Consider the example of one company acquiring another.
Imagine that you are the VP, P, business development, and need to announce this decision to
P
all employees. Other stakeholders—for example, customers and investors—will have to be
informed, too, but let’s use the example of internal communication here.
Sender Audience
Interprets the Interprets the
communication context message
Communication Identifies and analyzes Provides feedback
Message
need the audience (and becomes the
Determines objectives sender of a new
Chooses the medium message)
Creates the message
Communication
Barriers
Response
Communication Need
A communication need—either from the sender’s mind or from an organizational situation—
starts the process of communication in organizations. After you and the rest of the executive
management team decide to acquire a company, you agree that you’ll announce the decision
to employees.
Sender
As the message sender, you have a lot of work to do to ensure that the message is received as
you intend:
●
Interpret the communication context: You’ll consider the organizational culture (e.g.,
how formal the language should be), legal constraints (e.g., whether you should avoid
making certain statements in writing), and the ethical circumstances (e.g., whether
employees will be worried about losing their jobs).
●
Identify and analyze the audience: You’ll think about the wide range of employees
who will receive the message. What is important to them, and how are they likely to
react?
●
Determine objectives: You’ll specify what you want employees to think, do, or feel
about your message.
●
Choose the medium: You’ll choose a way to convey your message, for example, by
email.
●
Create the message: Finally, you’ll write the email and get it ready for distribution.
Copyright 2017 Nelson Education Ltd. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Another random document with
no related content on Scribd:
olen? Pässinpää, joka olen itseäni kiduttanut ja elänyt kuin erakko,
antaen elämän onnen käsistäni livahtaa; ei, olen sen työntänyt
luotani pois ja tahtonut hullutella. Elämä, elävä elämä on
vuosikaudet ympärilläni kuohunut, virrannut ja säteillyt. Olen ollut
haudassa, kuin tynnyrissä, enkä ole nähnyt mitään. — Mitähän Anna
miettinee? Minun syyni on, että hän on saanut ja saapi kärsiä.
Minähän hänet työnsin luotani. Minä juuri.
Mutta miksi tyttö meni heti toiselle, jos hän minua rakasti? mietti
hän. Sitä ei hän käsittänyt. Mutta se olikin toisarvoinen seikka. Se oli
pääasia, että hän eroon antoi alkuaiheen. Hänen täytyikin suuttua
vaikka keneen. Se hänelle selvisi.
Äitikin oli mennyt Helmin luo Saarelaan, kun hän oli huomannut,
ettei
Kalle hänestä mitään välitä. Siellä oli hän ollut jo toista vuotta.
Kalle ei saanut pois silmiensä edestä tuota kuvaa, kun Antti oman
henkensä uhalla menee toista pelastamaan ja jää itse sille tielle. Hän
kuvitteli kuinka Antti lähtiessään rannalta tiesi panevansa henkensä
kaupalle, mutta meni sittenkin. Eikö tuollainen ihminen, joka noin
kykenee tekemään, kykene myöskin kehittymään? Siinä kysymys,
joka antoi hänelle miettimistä.
*****
Tuli taasen talvi ja sen perästä kevät, tuo ainainen uuden elämän
luoja.
Yksi asia hänen mieltään painoi, jonka hän olisi tahtonut selvittää,
mutta häneltä puuttui rohkeutta. Hän oli tullut siihen varmaan
luuloon, että hän on jollain tavoin rikkonut Annaa vastaan ja sen hän
tahtoi sovittaa. Ei hän enään tahtonut ajatellakaan, että hän saisi
Annan vaimokseen, vaikkakin se ajatus häntä likellä vaani, vaan hän
tahtoi saada asiansa selville hänen kanssaan, ainakin — anteeksi-
annon. Mutta sittekin siellä syvemmällä, pohjalla, sielun pohjalla
myllersi ajatuksia, hämäriä ja sielun täytti epämääräinen toivo,
jostain mahdottomasta.
Eräänä päivänä sattui hänelle asiaa läheiseen kirkonkylään. Hän
lähti jalan, sillä tuo matka ei ollut monta kilometriä. Mutta sattuma oli
saattanut erään toisenkin matkalle samaa päämäärää kohti. Tuo
sattuma, jonka varassa tuntuu olevan niin paljon asioita, saapi
oikeastaan paljon toimeen tässä maailmassa. Kun tarkemmin
ajattelee, niin aina sattuu niin tai näin ja mikä on tuon sattuman
takana? Sitä ei Kalle joutanut miettimään, kun hän näki tuon toisen
edellään kävelevän.
Viimein hän kuitenkin sanoi: Minusta tuntuu, ettei meillä ole enään
mitään asiaa toisillemme.
*****
Nyt varmasti, sen tietää Kalle, joka naapurissa asuu, on hän yksin
kotona. Ja nyt sen täytyy tapahtua.
Hän käypi sisälle ja pikku mies tulee hänen jälessään. Hän yrittää
pirttiin, mutta poika sanoo: Tuonne äiti meni, tuonne kamarlin.
Ei vastausta tervehdykseen.
— Mutta en ole enään sama kuin silloin, vastasi Anna. Katso tuota
raukkaa!
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