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B u s i n e s s C o m m u n i c a t i o n : P r o c e s s a n d P r o d u c t , 8 e

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Brief Contents

Unit 1 Communication Foundations 1

1 Business Communication in the Digital Age 2
2 Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills 40
3 Intercultural Communication 80

Unit 2 The Writing Process in the Digital Age 119

4 Planning Business Messages 120
5 Organizing and Drafting Business Messages 150
6 Revising Business Messages 176

Unit 3 Workplace Communication 203

7 Short Workplace Messages and Digital Media 204
8 Positive Messages 244
9 Negative Messages 284
10 Persuasive and Sales Messages 326

Unit 4 Reports, Proposals, and Presentations 371

11 Reporting in the Digital-Age Workplace 372
12 Informal Business Reports 418
13 Proposals, Business Plans, and Formal Business Reports 464
14 Business Presentations 500

Unit 5 Employment Communication 541

15 The Job Search and Résumés in the Digital Age 542
16 Interviewing and Following Up 586

Appendixes
A Grammar and Mechanics Guide A-1
B Document Format Guide B-1
C Documentation Formats C-1
D Correction Symbols D-1

End Matter
Key to Grammar and Mechanics C.L.U.E. Exercises Key-1
Glossary (Available online only at www.cengagebrain.com)
Index I-1

Brief Contents vii

Copyright 2013 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
Copyright 2013 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
 Contents Communication Foundations

Unit 1
Communication Zooming In: Intel Blazes the Social Media Trail 3
Foundations Communicating in the Digital World 3
The Digital Revolution and You: Tools for Success in the
21st-Century Workplace 6
Trends and Challenges Affecting You in the Information Age
Chapter 1 Workplace 9
Business Communication Information Flow and Media Choices in Today’s Business World 18
in the Digital Age 2 Ethics in the Workplace Needed More Than Ever 24
Zooming In: Your Turn: Applying Your Skills at Intel 30

Summary of Learning Objectives 30

Chapter Review 31
Critical Thinking 32
© holbox/Shutterstock.com

Activities 32
Chat About It 36
Grammar and Mechanics C.L.U.E. Review 1 37
Notes 37

Zooming In: Teamwork Keeps TBS on Top 41

Chapter 2 Adding Value to Professional Teams 41
Professionalism: CheckList: Developing Team Effectiveness 48
Team, Meeting, Planning and Participating in Face-to-Face and Virtual Meetings 48
CheckList: Planning and Participating in Productive Meetings 57
Listening, Nonverbal, Listening in the Workplace 57
and Etiquette Skills 40 Communicating Nonverbally 61
© Joshua Hodge Photography/the Agency Collection/Getty Images

CheckList: Improving Listening 62

Career Coach: Perils of Casual Apparel in the Workplace 66
Developing Professionalism and Business Etiquette Skills 66
CheckList: Techniques for Improving Nonverbal Communication
Skills in the Workplace 67
Zooming In: Your Turn: Applying Your Skills at TBS 69

Summary of Learning Objectives 70

Chapter Review 71
Critical Thinking 71
Activities 71
Chat About It 77
Grammar and Mechanics C.L.U.E. Review 2 77
Notes 77

Contents ix

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 Chapter 3 Zooming In: Intercultural Lessons for the World’s Largest Retailer 81
The Growing Importance of Intercultural Communication 81
Intercultural Plugged In: Rotation Curation: From Social Media to Cultural
Communication 80 Networking 85
Culture and Communication 87
Becoming Interculturally Proficient 91
Ethical Insights: Overcoming Prejudice: Negative Perceptions of
­Muslims in the United States 92
Culture and Ethical Business Practices 99
CheckList: Achieving Intercultural Proficiency 99
Workforce Diversity: Benefits and Challenges 103
Career Coach: He Said, She Said: Gender Talk and Gender
© iStockphoto.com/Anton Seleznev

Tension 105
Zooming In: Your Turn: Applying Your Skills at Walmart 106

Summary of Learning Objectives 107

Chapter Review 108
Critical Thinking 108
Activities 109
Chat About It 115
Grammar and Mechanics C.L.U.E. Review 3 115
Notes 116

Unit 2
The Writing Zooming In: TOMS Founder Blake Mycoskie Inspires Doing
Process in the Good With a Powerful Message 121
Understanding the Nature of Communication 121
Digital Age Using the 3-x-3 Writing Process as a Guide 126
Analyzing and Anticipating the Audience 129
Using Expert Writing Techniques to Adapt to Your
Chapter 4 Audience 132
Planning Business Sharing the Writing in Teams 139
CheckList: Adapting a Message to Its Audience 140
Messages 120 Plugged In: Using Track Changes and Other Editing Tools to
Revise Collaborative Documents 143
Zooming In: Your Turn: Applying Your Skills at TOMS 144

Summary of Learning Objectives 144

© Multi-bits/The Image Bank/Getty Images

Chapter Review 145

Critical Thinking 145
Activities 146
Chat About It 148
Grammar and Mechanics C.L.U.E. Review 4 148
Notes 148

x Contents

Copyright 2013 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
 Zooming In: Remember When the Gap Was Cool? 151
Chapter 5 Getting Started Requires Researching Background Information 151
Organizing and Drafting Generating Ideas and Organizing Information 154
Business Messages 150 Composing the First Draft With Effective Sentences 159
Improving Writing Techniques 161
CheckList: Drafting Effective Sentences 164
Building Well-Organized Paragraphs 165
CheckList: Preparing Meaningful Paragraphs 168
Zooming In: Your Turn: Applying Your Skills at Gap 168
© Yuri Arcurs/Shutterstock.com

Summary of Learning Objectives 169

Chapter Review 170
Critical Thinking 170
Activities 170
Chat About It 173
Grammar and Mechanics C.L.U.E. Review 5 174
Notes 174

Zooming In: Taco Bell and Doritos: A Marriage Made in

Chapter 6 “Belly-­Busting Heaven” 177
Revising Business Taking Time to Revise: Applying Phase 3 of the Writing
Messages 176 Process 177
Tightening Your Message by Revising for Conciseness 178
Making Your Message Clear 183
Enhancing Readability Through Document Design 186
Proofreading to Catch Errors 191
Evaluating the Effectiveness of Your Message 193
CheckList: Editing, Proofreading, and Evaluating 193
Zooming In: Your Turn: Applying Your Skills at Taco
© iStockphoto.com/kristian sekulic

Bell 194

Summary of Learning Objectives 196

Chapter Review 197
Critical Thinking 197
Writing Improvement Exercises 197
Activities 199
Chat About It 201
Grammar and Mechanics C.L.U.E. Review 6 202
Notes 202

Contents xi

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 Unit 3
Workplace Zooming In: Twitter: From Fad to New Communication Chan-
Communication nel for Business 205
Preparing Digital-Age E-Mail Messages and Memos 205
CheckList: Professional E-Mail and Memos 211

Chapter 7 Workplace Messaging and Texting 213

Making Podcasts and Wikis Work for Business 218
Short Workplace Messages Blogging for Business 221
and Digital Media 204 Career Coach: The Coolest (Social Media) Jobs 226
Web 2.0: Social Networking Sites 228
CheckList: Using Electronic Media Professionally: Dos and
Don’ts 231
Zooming In: Your Turn: Applying Your Skills at
Twitter 232
© Betsie Van der Meer/Stone/Getty Images

Summary of Learning Objectives 232

Chapter Review 233
Critical Thinking 234
Activities 234
Chat About It 240
Grammar and Mechanics C.L.U.E. Review 7 240
Notes 241

Chapter 8 Zooming In: Insurance Industry Indebted to Ink 245

Positive Messages and the Writing Process 245
Positive Messages 244
Typical Request, Response, and Instruction Messages 249
CheckList: Writing Direct Requests and Responses 252
Plugged In: Beware “Digital Waste”: Can Brands Be Friends? 252
Direct Claims and Complaints 257
Adjustment Messages 261
CheckList: Direct Claim, Complaint, and Adjustment Messages 265
Goodwill Messages 265
© Lane Oatey/Blue Jean Images/Getty Images

CheckList: Goodwill Messages 269

Zooming In: Your Turn: Applying Your Skills at Highpoint 270

Summary of Learning Objectives 270

Chapter Review 271
Critical Thinking 271
Writing Improvement Exercises 272
Activities 273
Chat About It 281
Grammar and Mechanics C.L.U.E. Review 8 282
Notes 282

xii Contents

Copyright 2013 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
 Zooming In: Crises Rock Carnival Corporation and Rattle Cruise
Chapter 9 Passengers 285
Negative Messages 284 Communicating Negative News Effectively 285
Analyzing Negative-News Strategies 289
Composing Effective Negative Messages 294
Refusing Typical Requests and Claims 299
Managing Bad News Within Organizations 308
CheckList: Conveying Negative News 313
© iStockphotos.com/Jacob Wackerhausen

Zooming In: Your Turn: Applying Your Skills at Carnival

Corporation 314

Summary of Learning Objectives 314

Chapter Review 315
Critical Thinking 316
Writing Improvement Exercises 316
Activities 317
Chat About It 324
Grammar and Mechanics C.L.U.E. Review 9 324
Notes 325

Zooming In: Going Green Makes “Cents” 327

Chapter 10 Understanding Persuasion in the Digital Age 327
Persuasive and Sales Blending Four Major Elements in Successful Persuasive
Messages 326 Messages 334
Writing Persuasive Requests, Making Claims, and Delivering
Complaints 338
CheckList: Using the AIDA Strategy to Request Actions, Make
Claims, and Deliver Complaints 341
Writing Persuasive Messages in Digital-Age Organizations 341
Creating Effective Sales Messages in Print and Online 345
Plugged In: Social Media vs. Junk Mail and Spam—Which Sells
Better? 349
Ethical Insights: What’s Legal and What’s Not in Sales Messages and
© Warren Goldswain/Shutterstock.com

Online Reviews 352

CheckList: Preparing Persuasive Direct-Mail and E-Mail Sales
Messages 353
Developing Persuasive Press Releases 355
Zooming In: Your Turn: Applying Your Skills at Natural Capitalism
Solutions 357

Summary of Learning Objectives 357

Chapter Review 358
Critical Thinking 359
Activities 359
Chat About It 368
Grammar and Mechanics C.L.U.E. Review 10 369
Notes 369

Contents xiii

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 Unit 4
Reports, Zooming In: Digging Into Research at Pew 373
­Proposals, and Reporting in the Digital-Age Workplace 373
Applying the 3-x-3 Writing Process to Contemporary
Presentations Reports 380
Identifying Secondary Sources and Conducting Primary
Research 384
Chapter 11 Plugged In: Staying on Top of Research Data 391
Reporting in the Digital- Documenting Information 396
Plugged In: Telling a Story With Infographics 401
Age Workplace 372 Creating Effective Graphics 402
Ethical Insights: Making Ethical Charts and Graphics 408
Zooming In: Your Turn: Applying Your Skills at Pew Research
Center 409

Summary of Learning Objectives 409

Chapter Review 410
© Xavier Arnau/the Agency Collection

Critical Thinking 411

Activities 411
Chat About It 416
Grammar and Mechanics C.L.U.E. Review 11 416
Notes 417

Chapter 12 Zooming In: Starbucks: The Global Chain That Wants to Remain “a
Neighborhood Gathering Place” 419
Informal Business Interpreting Digital-Age Data 419
Reports 418 Drawing Conclusions and Making Recommendations 425
Organizing Data 428
Writing Short Informational Reports 433
CheckList: Writing Informational Reports 440
Preparing Short Analytical Reports 441
CheckList: Writing Analytical Reports 450
Zooming In: Your Turn: Applying Your Skills at Starbucks 450
© iStockphoto.com/Neustockimages

Summary of Learning Objectives 451

Chapter Review 452
Critical Thinking 452
Activities 453
Self-Contained Report Activities 457
Chat About It 461
Grammar and Mechanics C.L.U.E. Review 12 462
Notes 462

xiv Contents

Copyright 2013 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
 Zooming In: Proposals a Matter of Life and Death at
Chapter 13 Raytheon 465
Proposals, Business Developing Informal Proposals 465
Plans, and Formal Preparing Formal Proposals 470
Business Reports 464 CheckList: Writing Proposals 472
Creating Effective Business Plans 472
Writing Formal Business Reports 475
CheckList: Preparing Formal Business Reports 491
Zooming In: Your Turn: Applying Your Skills at
Raytheon 492
© Tony Metaxas/Asia Images/Getty Images

Summary of Learning Objectives 492

Chapter Review 493
Critical Thinking 493
Activities 494
Chat About It 498
Grammar and Mechanics C.L.U.E. Review 13 498
Notes 499

Zooming In: Guy Kawasaki and the 10/20/30 Rule of Presenting 501
Chapter 14 Preparing Effective Oral Presentations 501
Business Organizing Content for Impact and Audience Rapport 504
Presentations 500 Career Coach: Gaining and Keeping Audience Attention 506
Planning Visual Aids and Multimedia Presentations 511
Designing an Impressive Multimedia Presentation 513
Polishing Your Delivery and Following Up 521
Career Coach: How to Avoid Stage Fright 522
Developing Special Presentations: Intercultural, Collaborative, and
Slide Decks 524
CheckList: Preparing and Organizing Oral Presentations 525
Improving Telephone Skills 530
© Pressmaster/Shutterstock.com

Zooming In: Your Turn: Applying Your Skills 534

Summary of Learning Objectives 534

Chapter Review 535
Critical Thinking 535
Activities 536
Chat About It 539
Grammar and Mechanics C.L.U.E. Review 14 539
Notes 540

Contents xv

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 Unit 5
Employment Zooming In: Stepping Out of the Classroom and Into a Career 543
Communication Job Searching in the Digital Age 543
Developing a Job-Search Strategy Focused on the Open Job Market 546
Creating a Customized Résumé 553

Chapter 15 Optimizing Your Job Search With Today’s Digital Tools 564
Ethical Insights: Are Inflated Résumés Worth the Risk? 569
The Job Search and CheckList: Creating and Submitting a Customized Résumé 570
Résumés in the Digital Creating Customized Cover Messages 571
Age 542 CheckList: Preparing and Sending a Customized Cover Letter 578
Zooming In: Your Turn: Applying Your Job-Search Skills 579
© Sam Edwards/OJO Images/Getty Images

Summary of Learning Objectives 579

Chapter Review 581
Critical Thinking 581
Activities 581
Chat About It 584
Grammar and Mechanics C.L.U.E. Review 15 584
Notes 585

Chapter 16 Zooming In: Sharpening Job Interview Skills for Rookies 587
The Purposes and Types of Job Interviews 587
Interviewing and Before the Interview 591
Following Up 586 During the Interview 595
Career Coach: Let’s Talk Money: Salary Negotiation Dos and
Don’ts 602
After the Interview 605
Preparing Additional Employment Documents 608
Zooming In: Your Turn: Applying Your Skills 612

Summary of Learning Objectives 612

Chapter Review 613
© iStockphoto.com/sturti

Critical Thinking 614

Activities 614
Chat About It 618
Grammar and Mechanics C.L.U.E. Review 16 618
Notes 618

xvi Contents

Copyright 2013 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
 Appendixes Appendix A: Grammar and Mechanics Guide A-1
Appendix B: Document Format Guide B-1
Appendix C: Documentation Formats C-1
Appendix D: Correction Symbols D-1

End Matter Key to Grammar and Mechanics C.L.U.E. Exercises Key-1

Glossary (Available online only at www.cengagebrain.com)
Index I-1

Contents xvii

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Copyright 2013 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
Appreciation for
Support
No successful textbook reaches a No. 1 position without a great deal of help. We are exceed-
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academic expertise in shaping Business Communication: Process and Product.
We extend sincere thanks to many professionals at Cengage Learning, including Jack W.
Calhoun, Senior Vice President, Global Product Manager, Higher Education; Erin Joyner,
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Mary Ellen Guffey

Dana Loewy

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Copyright 2013 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
About the Authors
Dr. Mary Ellen Guffey
A dedicated professional, Mary Ellen Guffey has taught busi-
ness communication and business English topics for over
thirty-five years. She received a bachelor’s degree, summa cum
laude, from Bowling Green State University; a master’s degree
from the University of Illinois, and a doctorate in business
and economic education from the University of California, Los
Angeles (UCLA). She has taught at the University of Illinois,
Santa Monica College, and Los Angeles Pierce College.
Now recognized as the world’s leading business communi-
cation author, Dr. Guffey corresponds with instructors around
the globe who are using her books. She is the founding author of the award-winning Business
Communication: Process and Product, the leading business communication textbook in this
country. She also wrote Business English, which serves more students than any other book
in its field; Essentials of College English; and Essentials of Business Communication, the leading
text/workbook in its market. Dr. Guffey is active professionally, serving on the review
boards of the Business Communication Quarterly and the Journal of Business Communication,
publications of the Association for Business Communication. She participates in national
meetings, sponsors business communication awards, and is committed to promoting excel-
lence in business communication pedagogy and the development of student writing skills.

Dr. Dana Loewy

Dana Loewy has been teaching business communication at
California State University, Fullerton since 1996. She enjoys
introducing undergraduates to business writing and honing the
skills of graduate students in managerial communication. Most
recently, she has also taught various German courses and is a
regular guest lecturer at Fachhochschule Nürtingen, Germany.
In addition to completing numerous brand-name consulting
assignments, she is a certified business etiquette consultant.
Dr. Loewy has collaborated with Dr. Guffey on recent editions of
Business Communication: Process & Product as well as on Essentials
of Business Communication.
Dr. Loewy holds a master’s degree from Bonn University, Germany, and earned a PhD
in English from the University of Southern California. Fluent in several languages, among
them German and Czech, her two native languages, Dr. Loewy has authored critical articles
in many areas of interest—literary criticism, translation, business communication, and
business ethics. Before teaming up with Dr. Guffey, Dr. Loewy published various poetry and
prose translations, most notably The Early Poetry of Jaroslav Seifert and On the Waves of TSF.
Active in the Association for Business Communication, Dr. Loewy focuses on creating effec-
tive teaching/learning materials for undergraduate and graduate business communication
students.

About the Authors xxiii

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added, as if by a sudden impulse, to what he had already written,
"God bless thee, my Ruy!"
Soon afterwards the Alguazils arrived to conduct him back to the
Triana. Then, turning to his dead once more, he kissed the pale
forehead, saying, "Farewell, for a little while. Thou didst never taste
death; nor shall I. Instead of thee and me, Christ drank that cup."
And then, for the second time, the gate of the Triana opened to
receive Don Carlos Alvarez. At sunrise next morning its gloomy
portals were unlocked, and he, with others, passed forth from
beneath their shadow. Not to return again to that dark prison, there
to linger out the slow and solitary hours of grief and pain. His
warfare was accomplished, his victory was won. Long before the sun
had arisen again upon the weary blood-stained earth, a brighter sun
arose for him who had done with earth. All his desire was granted,
all his longings were fulfilled. He saw the face of Christ, and he was
with Him for ever.
 XLVI.
Is it too Late?

"Death upon his face

Is rather shine than shade;
A tender shine by looks beloved made:
He seemeth dying in a quiet place."

E.B. Browning.

he mountain-snow lay white around the old castle of Nuera;

but within there was light and warmth. Joy and gladness were
there also, "thanksgiving and the voice of melody;" for Doña
Beatriz, graver and paler than of old, and with the brilliant lustre of
her dark eyes subdued to a kind of dewy softness, was singing a
cradle-song beside the cot where her first-born slept.
The babe had just been baptized by Fray Sebastian. With a
pleading, wistful look had Dolores asked her lord, the day before,
what name he wished his son to bear. But he only answered, "The
heir of our house always bears the name of Juan." Another name
was far dearer to memory; but not yet could he accustom his lips to
utter it, or his ear to bear the sound.
Now he came slowly into the room, holding in his hand an
unsealed letter. Doña Beatriz looked up. "He sleeps," she said.
"Then let him sleep on, señora mia."
"But will you not look? See, how pretty he is! How he smiles in
his sleep! And those dear small hands—"
 "Have their share in dragging me further than you wot of, my
Beatriz."
Nay; what dost thou mean? Do not be grave and sad to-day—not
to-day, Don Juan."
"My beloved, God knows I would not cloud thy brow with a single
care if I could help it. Nor am I sad. Only we must think. Here is a
letter from the Duke of Savoy (and very gracious and condescending
too), inviting me to take my place once more in His Catholic
Majesty's army."
"But you will not go? We are so happy together here."
"My Beatriz, I dare not go. I would have to fight"—(here he
broke off, and cast a hasty glance round the room, from the habit of
dreading listeners)—"I would have to fight against those whose
cause is just the cause I hold dearest upon earth. I would have to
deny my faith by the deeds of every day. But yet, how to refuse and
not stand dishonoured in the eyes of the world, a traitor and a
coward, I know not."
"No dishonour could ever touch thee, my brave and noble Juan."
Don Juan's brow relaxed a little. "But that men should even think
it did, is what I could not bear," he said. "Besides"—and he drew
nearer the cradle, and looked fondly down at the little sleeper—"it
does not seem to me, my Beatriz, that I dare bring up this child God
has given me to the bitter heritage of a slave."
"A slave!" repeated Doña Beatriz, almost with a cry. "Now
Heaven help us, Don Juan; are you mad? You, of noblest lineage—
you, Alvarez de Meñaya—to call your own first-born a slave!"
"I call any one a slave who dares not speak out what he thinks,
and act out what he believes," returned Don Juan sadly.
"And what is it that you would do then?"
 "Would to God that I knew! But the future is all dark to me. I see
not a single step before me."
"Then, amigo mio, do not look before you. Let the future alone,
and enjoy the present, as I do."
"Truly that baby face would charm many a care away," said Juan,
with another fond glance at the sleeping child. "But a man must look
before him, and a Christian man must ask what God would have him
to do. Moreover, this letter of the duke demands an answer, Yea or
Nay."
"Señor Don Juan. I desire to speak with your Excellency," said
the voice of Dolores at the door.
"Come in, Dolores."
"Nay, señor, I want you here." This peremptory sharpness was
very unlike the wonted manner of Dolores.
Don Juan came forth immediately. Dolores signed to him to shut
the door. Then, not till then, she began,—"Señor Don Juan, two
brethren of the Society of Jesus have come from Seville, and are
now in the village."
"What then? Surely you do not fear that they suspect anything
with regard to us?" asked Juan, in some alarm.
"No; but they have brought tidings."
"You tremble, Dolores. You are ill. Speak—what is it?"
"They have brought tidings of a great Act of Faith, to be held at
Seville, upon a day not yet fixed when they left the city, but towards
the end of this month."
For a moment the two stood silent, gazing in each other's faces.
Then Dolores said, in an eager breathless whisper, "You will go,
señor?"
 Juan shook his head. "What you are thinking of Dolores, is a
dream—a vain, wild dream. Long since, I doubt not, he rests with
God."
"But if we had the proof of it, rest might come to us," said
Dolores, large tears gathering slowly in her eyes.
"It is true," Juan mused; "they may wreak their vengeance on
the dust."
"And for the assurance that would give that nothing more was
left them, I, a poor woman, would joyfully walk barefoot from this to
Seville and back again."
Juan hesitated no longer. "I go" he said. "Dolores, seek Fray
Sebastian, and send him to me at once. Bid Jorge be ready with the
horses to start to-morrow at daybreak. Meanwhile, I will prepare
Doña Beatriz for my sudden departure."

Of that hurried winter journey, Don Juan was never afterwards

heard to speak. No one of its incidents seemed to have made the
slightest impression on his mind, or even to have been remembered
by him.
But at last he drew near Seville. It was late in the evening,
however, and he had told his attendant they should spend the night
at a village eight or nine miles from their destination.
Suddenly Jorge cried out. "Look there, señor, the city is on fire."
Don Juan looked. A lurid crimson glow paled the stars in the
southern sky. With a shudder he bowed his head, and veiled his face
from the awful sight.
"That fire is without the gate," he said at last. "Pray for the souls
that are passing in anguish now."
 Noble, heroic souls! Probably Juliano Hernandez, possibly Fray
Constantino, was amongst them. These were the only names that
occurred to Don Juan's mind, or were breathed in his fervent,
agitated prayer.
"Yonder is the posada, señor," said the attendant presently.
"Nay, Jorge, we will ride on. There will be no sleepers in Seville
to-night."
"But, señor," remonstrated the servant, "the horses are weary.
We have travelled far to-day already."
"Let them rest afterwards," said Juan briefly. Motion, just then,
was an absolute necessity to him. He could not have rested
anywhere, within sight of that awful glare.
Two hours afterwards he drew the rein of his weary steed before
the house of his cousin Doña Inez. He had no scruple in asking for
admission in the middle of the night, as he knew that, under the
circumstances, the household would not fail to be astir. His summons
was speedily answered, and he was conducted to a hall opening on
the patio.
Thither, after a brief interval, came Juanita, bearing a lamp in her
hand, which she set down on the table. "My lady will see your
Excellency presently," said the girl, with a shy, frightened air, which
was very unlike her, but which Juan was too preoccupied to notice.
"But she is much indisposed. My lord was obliged to accompany her
home from the Act of Faith before it was half over."
Juan expressed the concern he felt, and desired that she would
not incommode herself upon his account. Perhaps Don Garçia, if he
had not yet retired to rest, would converse with him for a few
moments.
"My lady said she must speak with you herself," answered
Juanita, as she left the room.
 After a considerable time Doña Inez appeared. In that southern
climate youth and beauty fade quickly; and yet Juan was by no
means prepared for the changed, worn, haggard face that gazed on
him now, There was no pomp of apparel to carry off the impression.
Doña Inez wore a loose dark dressing-robe; and a hasty careless
hand seemed to have untwined the usual ornaments from her black
hair. Her eyes were like those of one who has wept for hours, and
then only ceased for very weariness.
She stretched out both her hands to Juan—"O Don Juan, I never
meant it! I never meant it!"
"Señora and my cousin, I have but just arrived here. I do not
understand you," said Juan, rising to greet her.
"Santa Maria! Then you know not!—Horrible!"
She sank into a seat. Juan stood gazing at her eagerly, almost
wildly. "Yes; I understand all now," he said at last. "I suspected it."
He saw in imagination a black chest, with a little lifeless dust
within it; a rude shapeless figure, robed in the hideous zamarra, and
bearing in large letters the venerated name, "Alvarez de Santillanos
y Meñaya." While she saw a living face, that would never cease to
haunt her memory until death shadowed all things.
"Let me speak," she gasped; "and I will try to be calm. I did not
wish to go. It was the day of the last Auto, you remember, that my
poor brother died, and altogether—— But Don Garçia insisted. He
said everybody would talk, and especially when the taint had
touched our own house. Besides, Doña Juana de Bohorques, who
died in prison, was to be publicly declared innocent, and her
property restored to her heirs. Out of regard to the family, it was
thought we ought to be present. O Don Juan, if I had but known! I
would rather have put on a sanbenito myself than have gone there.
God grant it did not hurt him!"
"How could it possibly hurt him, my tender-hearted cousin?"
 "Hush! Let me go on now, while I can speak of it; or I shall
never, never tell you. And I must. He would have wished—— Well,
we were seated in what they called good places; very near the
condemned; in fact, the scaffold opposite was plain to us as you are
to me now. But that last time, and Doña Maria's look, and Dr.
Cristobal's, haunted me, so that I did not dare to raise my eyes to
where they sat;—not until long after the mass had begun. And I
knew besides there were so many women there—eight on that
dreadful top bench, doomed to die. But at last a lady who sat near
me bade me look at one of the relaxed, a little man, who was
pointing upwards and making signs to his companions to encourage
them. 'Do not look, señora,' said Don Garçia, quickly—but too late. O
Don Juan, I saw his face!"
"His LIVING face? Not his living face?" cried Juan, with a shudder
that convulsed his strong frame from head to foot. And the Name—
the one awful Name that rises to all human lips in moments of
supreme emotion—broke from his in a wail of anguish.
Doña Inez tried to speak; but in vain. Thoroughly broken down,
she wept and sobbed aloud. But the sight of the rigid, tearless face
before her checked her tears at last. She gained power to go on. "I
saw him. Worn and pale, of course; yet not changed so greatly, after
all. The same dear, kind, familiar face I had seen last in this room,
when he caressed and played with my child. Not sad, not as though
he suffered. Rather as though he had suffered long ago; but was
beyond it all, even then. A still, patient, fearless look, eyes that saw
everything; and yet nothing seemed to trouble him. I bore it until
they were reading the sentences, and came to his. But when I saw
the Alguazil strike him—the blow that relaxed to the secular arm—I
could endure no more. I believe I cried aloud. But in fact I know not
what I did. I know nothing more till Don Garçia and my brother Don
Manuel were carrying me through the crowd."
"No word? Was there no word spoken?" asked Juan wildly.
 "No; but I heard some one near me say that he talked with that
muleteer in the court of the Triana, and spoke words of comfort to a
poor woman amongst the penitents, whom they called Maria
Gonsalez."
All was told now. Maddened with rage and anguish, Juan rushed
from the room, from the house; and, without being conscious of any
settled purpose, in five minutes found himself far on his way to the
Dominican convent adjoining the Triana.
His servant, who was still waiting at the gate, followed him to ask
for orders, and with difficulty overtook him, and arrested his steps.
Juan sternly silenced his faltering, agitated question as to what
was wrong with his lord. "Go to rest," he said, "and meet me in the
morning by the great gate of Sun Isodro." Nothing was clear to him;
but that he must shake off as soon as possible the dust of the
wicked, cruel city from his feet. And San Isodro was the only
trysting-place without its walls that happened at the moment to
occur to his bewildered brain.
 XLVII.
The Dominican Prior.

"Oh, deep is a wounded heart, and strong

A voice that cries against mighty wrong!
And full of death as a hot wind's blight,
Doth the ire of a crushed affection light."

Hemans.

ell the prior Don Juan Alvarez de Santillanos y Meñaya desires

to speak with him, and that instantly," said Juan to the drowsy
lay brother who at last answered his impatient summons,
lantern in hand.
"My lord has but just retired to rest, and cannot now be
disturbed," answered the attendant, looking with some curiosity, not
to say surprise, at the visitor, who seemed to think three o'clock of a
winter morning a proper and suitable hour to demand instant
audience of a great man.
"I will wait," said Juan, walking into the court.
The attendant led him to a parlour; then, holding the door ajar,
he said, "Let his Excellency pardon me, I did not hear distinctly his
worship's honourable name."
"Don Juan Alvarez de Santillanos y Meñaya. The prior knows it—
too well."
 It was evident from his face that the poor lay brother knew it
also. And so that night did every man, woman, and child in Seville. It
had become a name of infamy.
With a hasty "Yes, yes, señor," the door was closed, and Juan
was left alone.
What had brought him there? Did he mean to accuse the
Dominican of his brother's murder, or did he only intend to reproach
him—him who had once shown some pity to the captive—for not
saving him from that horrible doom? He himself scarcely knew. He
had been driven thither by a wild, unreasoning impulse, an instinct
of passionate rage, prompting him to grasp at the only shadow of
revenge that lay within his reach. If he could not execute God's
awful judgments against the persecutors, at least he could denounce
them. A poor substitute, but all that remained to him. Without it his
heart must break.
Yet that unreasoning impulse had a kind of unconscious reason in
it, since it led him to seek the presence of the Dominican prior, and
not that of the far more guilty Munebrãga. For who would accuse a
tiger, reproach a wolf? Words would be wasted upon such. For them
there is no argument but the spear and the bullet. A man can only
speak to men.
To do Fray Ricardo justice, he was so much of a man that sleep
did not visit his eyes that night. When at length his attendants
thought fit to inform him that Don Juan desired to see him, he was
still kneeling, as he had knelt for hours, before the crucifix in his
private oratory. "Saviour of the world, so much didst thou suffer,"
this was the key-note of his thoughts; "and shall I weakly pity thine
enemies, or shrink from seeing them suffer what they have deserved
at thy hands and those of thy holy Church?"
"Alvarez de Santillanos y Meñaya waits below!" Just then Don
Fray Ricardo would rather have held his right hand in the fire than
have gone forth to face one bearing that name. But, for that very
reason, no sooner did he hear that Don Juan awaited him than he
robed himself in his cowl and mantle, took a lamp in his hand (for it
was still dark), and went down to meet the visitor. For that morning
he was in the mood to welcome any form of self-torture that came in
his way, and to find a strange but real relief in it.
"Peace be with thee, my son," was his grave but courteous
salutation, as he entered the parlour. He looked upon Juan with
mournful compassion, as the last of a race over which there hung a
terrible doom.
"Let your peace be with murderers like yourselves, or with slaves
like those that work your will; I fling it back to you in scorn," was the
fierce reply.
The Dominican recoiled a step—only a step, for he was a brave
man, and his face, pale with conflict and watching, grew a shade
paler.
"Do you think I mean to harm you?" cried Juan in yet fiercer
scorn. "Not a hair of your tonsured head. See there!" He unbuckled
his sword, and threw it from him, and it fell with a clang on the floor.
"Young man, you would consult your own safety as well as your
own honour by adopting a different tone," said the prior, not without
dignity.
"My safety is little worth consulting. I am a bold, rough soldier,
used to peril and violence. Would it were such, and such alone, that
you menaced. But, fiends that you are, would no one serve you for a
victim save my young, gentle, unoffending brother; he who never
harmed you nor any one? Would nothing satisfy your malice but to
immure him in your hideous dungeons for two-and-thirty long slow
months, in what suffering of mind and body God alone can tell; and
then, at last, to bring him forth to that horrible death? I curse you! I
curse you! Nay, that is nothing; who am I to curse? I invoke God's
curse upon you! I give you up into God's hands this hour! When He
maketh inquisition for blood—another inquisition than yours—I pray
him to exact from you, murderers of the innocent, torturers of the
just, every drop of blood, every tear, every pang of which he has
been the witness, as he shall be the avenger."
At last the prior found a voice. Hitherto he had listened spell-
bound, as one oppressed by nightmare, powerless to free himself
from the hideous burden. "Man!" he cried, "you are raving; the Holy
Office—"
"Is the arch-fiend's own contrivance, and its ministers his
favourite servants," interrupted Juan, reckless in his rage, and
defying all consequences.
"Blasphemy! This may not be borne," and Fray Ricardo stretched
out his hand towards a bell that lay on the table.
But Juan's strong grasp prevented his touching it. He could not
shake off that as easily as he had shaken off a pale thin hand two
days before. "I shall speak forth my mind this once," he said. "After
that, what you please.—Go on. Fill your cup full to the brim.
Immure, plunder, burn, destroy. Pile up, high as heaven, your
hecatomb of victims, offered to the God of love. At least there is one
thing that may be said in your favour. In your cruelties there is a
horrible impartiality. It can never be spoken of you that you have
gone out into the highways and hedges, taken the blind and the
lame, and made of them your burnt sacrifice. No. You go into the
closest guarded homes; you take thence the gentlest, the tenderest,
the fairest, the best, and of such you make your burnt-offering. And
you—are your hearts human, or are they not? If they are, stifle
them, crush them down into silence while you can; for a day will
come when you can stifle them no longer. That will begin your
punishment. You will feel remorse."
"Man, let me go!" interrupted the indignant yet half-frightened
prior, struggling vainly to free himself from his grasp. "Cease your
blasphemies. Men only feel remorse when they have sinned; and I
serve God and the Church."
 "Yet, servant of the Church (for God's servant I am not profane
enough to call you), speak to me this once as man to man, and tell
me, did a victim's pale face never haunt you, a victim's agonized cry
never ring in your ears?"
For just an instant the prior winced, as one who feels a sharp,
sudden pain, but determines to conceal it.
"There!" cried Juan—and at last he released his arm and flung it
from him—"I read an answer in your look. You, at least, are capable
of remorse."
"You are false there," the prior broke in. "Remorse is not for me."
"No? Then all the worse for you—infinitely the worse. Yet it may
be. You may sleep and rise, and go to your rest again untroubled by
an accusing conscience. You may sit down to eat and drink with the
wail of your brother's anguish ringing in your ears, like Munebrãga,
who sits feasting yonder in his marble hall, with the ashes yet hot on
the Quemadero. Until you go down quick into hell, and the pit shuts
her mouth upon you. Then, THEN shall you drink of the wine of the
wrath of God, which is poured out without mixture into the cup of
his indignation; and you shall be tormented with fire and brimstone
in the presence of the holy angels, and in the presence of the
Lamb."
"Thou art beside thyself," cried the prior; "and I, scarce less mad
than thou, to listen to thy ravings. Yet hear me a moment, Don Juan
Alvarez. I have not merited these insane reproaches. To you and
yours I have been more a friend than you wot of."
"Noble friendship! I thank you for it, as it deserves."
"You have given me, this hour, more than cause enough to order
your instant arrest."
"You are welcome. It were shame indeed if I could not bear at
your hands what my gentle brother bore."
 The last of his race! The father dead in prison; the mother dead
long ago (Fray Ricardo himself best knew why); the brother burned
to ashes. "I think you have a wife, perhaps a child?" asked the prior
hurriedly.
"A young wife, and an infant son," said Juan, softening a little at
the thought.
"Wild as your words have been, I am yet willing, for their sakes,
to show you forbearance. According to the lenity which ministers of
the Holy Office—"
"Have learned from their father the devil," interrupted Juan, the
flame of his wrath blazing up again. "After what the stars looked
down on last night, dare to mock me with thy talk of lenity!"
"You are in love with destruction," said the prior. "But I have
heard you long enough. Now hear me. You have been, ere this,
under grave suspicion. Indeed, you would have been arrested, only
that your brother endured the Question without revealing anything
to your disadvantage. That saved you."
But here he stopped, struck with astonishment at the sudden
change his words had wrought.
A man stabbed to the heart makes no outcry, he does not even
moan or writhe. Nor did Juan. Mutely he sank on the nearest seat,
all his rage and defiance gone now. A moment before he stood over
the shrinking Inquisitor like a prophet of doom or an avenging angel;
now he cowered crushed and silent, stricken to the soul. There was
a long silence. Then he raised a changed, sad look to the prior's
face. "He bore that for me," he said, "and I never knew it."
In the cold gray morning light, now filling the room, he looked
utterly forlorn and broken. The prior could even afford to pity him.
He questioned, mildly enough, "How was it you did not know it? Fray
Sebastian Gomez, who visited him in prison, was well aware of the
fact."
 In Juan's present mood every faculty was stimulated to unnatural
activity. This perhaps enabled him to divine a truth which in calmer
moments might have escaped him. "My brother," he said, in a low
tone of deep emotion, "my heroic, tender-hearted brother must have
bidden him conceal it from me."
"It was strange," said the prior, and his thoughts ran back to
other things which were strange also—to the uniform patience and
gentleness of Carlos; to the fortitude with which, whilst
acknowledging his own faith, he had steadily refused to compromise
any one else; to the self-forgetfulness with which he had shielded
his father's last hours from disturbance. Granted that the heretic was
a wild beast, "made to be taken and destroyed," even the hunter
may admire unblamed the grace and beauty of the creature who has
just fallen beneath his relentless weapon. Something like a mist rose
to the eyes of Fray Ricardo, taking him by surprise.
Still, the interests of the Faith were paramount with him. All that
had been done had been well done; he would not, if he could, undo
any part of it. But did his duty to the Faith and to Holy Church
require that he should hunt the remaining brother to death, and thus
"quench the coal that was left"? He hoped not; he thought not. And,
although he would not have allowed it to himself, the words that
followed were really a peace-offering to the shade of Carlos.
"Young man, I am willing, for my own part, to overlook the wild
words you have uttered, regarding them as the outpourings of
insanity, and making moreover due allowance for your natural
fraternal sorrow. Still you must be aware that you have laid yourself
open, and not for the first time, to grave suspicion of heresy. I
should not only sin against my own conscience, but also expose
myself to the penalties of a grievous irregularity, did I take no steps
for the vindication of the Faith and your just and well-merited
punishment. Therefore give ear to what I say. This day week I bring
the matter before the Table of the Holy Office, of which I have the
honour to be an unworthy member. And God grant you the grace of
repentance, and his forgiveness."
 Having said this, Fray Ricardo left the room. He disappears also
from our pages, where he occupied a place as a type of the less
numerous and less guilty class of persecutors—those who not only
thought they were doing God service (Munebrãga may have thought
that, but he was only willing to do God such service as cost him
nothing), but who were honestly anxious to serve him to the best of
their ability. His future is hidden from our sight. We cannot even
undertake to say whether, when death drew near,—if the name of
Alvarez de Meñaya occurred to him at all,—he reproached himself for
his sternness to the brother whom he had consigned to the flames,
or for his weakness to the brother to whom he had generously given
a chance of life and liberty.
It is not usually the most guilty who hear the warning voice that
denounces their crimes and threatens their doom. Such words as
Don Juan spoke to Fray Ricardo could not, by any conceivable
possibility, have been uttered in the presence of Gonzales de
Munebrãga.
Soon afterwards a lay brother, the same who had admitted Don
Juan, entered the room and placed wine on the table before him.
"My lord the prior bade me say your Excellency seemed exhausted,
and should refresh yourself ere you depart," he explained.
Juan motioned it away. He could not trust himself to speak. But
did Fray Ricardo imagine he would either eat bread or drink water
beneath the roof that sheltered him?
Still the poor man lingered, standing before him with the air of
one who had something to say which he did not exactly know how
to bring out.
"You may tell your lord that I am going," said Juan, rising wearily,
and with a look that certainly told of exhaustion.
"If it please your noble Excellency—" and the lay brother stopped
and hesitated.
 "Well?"
"Let his Excellency pardon me. Could his worship have the
misfortune to be related, very distantly no doubt, to one of the
heretics who—"
"Don Carlos Alvarez was my brother," said Juan proudly.
The poor lay brother drew nearer to him, and lowered his voice
to a mysterious whisper. "Señor and your Excellency, he was here in
prison for a long time. It was thought that my lord the prior had a
kindness for him, and wished him better used than they use the
criminals in the Santa Casa. It happened that the prisoner whose cell
he shared died the day before his—removal. So that the cell was
empty, and it fell to my lot to cleanse it. Whilst I was doing it I found
this; I think it belonged to him."
He drew from beneath his serge gown a little book, and handed
it to Juan, who seized it as a starving man might seize a piece of
bread. Hastily taking out his purse, he flung it in exchange to the lay
brother; and then, just as the matin bells began to ring, he buckled
on his sword and went forth.
 XLVIII.
San Isodro Once More.

"And if with milder anguish now I bear

To think of thee in thy forsaken rest;
If from my heart be lifted the despair,
The sharp remorse with healing influence pressed,
It is that Thou the sacrifice hast blessed,
And filled my spirit, in its inmost cell,
With a deep chastened sense that all at last is well."

Hemans.

he cloudless sky above him, the fresh morning air on his

cheek, the dew-drops on his feet, Don Juan walked along. The
river—his own bright Guadalquivir—glistened in the early
sunshine; and soon his pathway led him amidst the gray ruins of old
Italica, while among the brambles that half hid them, glittering
lizards, startled by his footsteps, ran in and out. But he saw nothing,
felt nothing, save the passionate pain that burned in his heart.
During his interview with Fray Ricardo he had been, practically and
for the time, what the prior called him, insane—mad with rage and
hate. But now rage was dying out for the present, and giving place
to anguish.
Is the worst pang earth has to give that of witnessing the
sufferings of our beloved? Or is there yet one keener, more thrilling?
That they should suffer alone; no hand near to help, no voice to
speak sympathy, no eye to look "ancient kindness" on their pain.
That they should die—die in anguish—and still alone,—
 "With eyes turned away,
And no last word to say."

Don Juan was now drinking that bitter cup to its very dregs.
What the young brother, his one earthly tie, had been to him, need
not here be told; and assuredly he could not have told it. He had
been all his life a thing to protect and shield—as the strong protect
the weak, as manhood shields womanhood and childhood. Had God
but taken him with his own right hand, Juan would have thought it a
light matter, a sorrow easily borne. But, instead, He stood afar off—
He did not help; whilst men, cruel as fiends from the bottomless pit,
did their worst, their very worst, upon him. And with refined self-
torture he went through all the horrible details, as far as he knew or
could guess them. Nor did he spare to stab his own heart with that
keenest weapon of all—"It was for me; for me he endured the
Question." The cry of his brother's anguish—anguish borne for him—
seemed to sound in his ears and to haunt him: he felt that it would
haunt him evermore.
Of course, there was a well of comfort near, which a child's hand
might have pointed out to him: "All is over now; he suffers no longer
—he is at rest." But who ever stoops to drink from that well in the
parching thirst of the first hour of such a grief as his? In truth, all
was over for Carlos; but all was not over for Juan. He had to pass
through his dark hour as really as Carlos had passed through his.
Again the agony almost maddened him; again wild hatred and
rage against his brother's torturers rose and surged like a flood
within him. And with these were mingled thoughts, too nearly
rebellious, of Him whom that brother trusted so firmly and served so
faithfully; as if he had used his servant hardly, and forsaken him in
his hour of sorest need.
He shrank with horror from every wayfarer he chanced to meet,
imagining that his eyes might have looked on his brother's suffering.
But at last he came unawares upon the gate of San Isodro. Left
unbarred by some accident, it yielded to his touch, and he entered
the monastery grounds. At that very spot, three years ago, the
brothers parted, on the day that Carlos avowed his change of faith.
Yet not even that remembrance could bring a tear to the hot and
angry eyes of Juan. But just then he happened to recollect the book
he had received from the lay brother. He took it from its place of
concealment, and eagerly began to examine it. It was almost filled
with writing; but not, alas! from that beloved hand. So he flung it
aside in bitter disappointment. Then becoming suddenly conscious of
bodily weakness, he half sat down, half threw himself on the
ground. His vigorous frame and his strong nerves saved him from
swooning outright: he only lay sick and faint, the blue sky looking
black above him, and a strange, indistinct sound, as of many voices,
murmuring in his ears.
By-and-by he became conscious that some one was holding
water to his lips, and trying, though with an awkward, trembling
hand, to loose his doublet at the throat. He drank, shook off his
weakness, and looked about him. A very old man, in a white tunic
and brown mantle, was bending over him compassionately. In
another moment he was on his feet; and having briefly thanked the
aged monk for his kindness, he turned his face to the gate.
"Nay, my son," the old man interposed; "San Isodro is changed—
changed! Still the sick and weary never left its gates unaided; and
they shall not begin now—not now. I pray you come with me to the
house, and refresh and rest yourself there."
Juan was not reckless enough to refuse what in truth he sorely
needed. He entered the monastery under the guidance of poor old
Fray Bernardo, who had been passed by, perhaps in scorn, by the
persecutors: and so, after all, he had his wish—he should die and be
buried in peace where he had passed his life from boyhood to
extreme old age. Yet there was something sad in the thought that
the storm that swept by had left untouched the poor, useless, half-
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