Table of contents

Table of contents :
Cover……Page 1
Communicating at Work……Page 2
about the authors……Page 4
preface……Page 8
acknowledgments……Page 12
brief contents……Page 14
table of contents……Page 15
part one Basics of Business and Professional Communication Strategic Case: Sundown Bakery……Page 21
Chapter 1 Communicating at Work……Page 23
Communication and Career Success……Page 24
Communication Principles……Page 26
Basics of the Communication Model……Page 28
Communication Channels……Page 30
Formal Communication Networks……Page 33
Informal Communication Networks……Page 38
Personal Networking……Page 41
Ethical Dimensions of Communication……Page 44
Key Terms……Page 46
Activities……Page 47
Chapter 2 Communication, Culture, and Work……Page 49
The Nature of Culture……Page 51
Communication in a Diverse Society……Page 52
Social Class……Page 53
Generational Differences……Page 54
Regional Differences……Page 55
Disabilities……Page 56
Customs and Behavior……Page 57
Diversity and Ethical Issues……Page 66
Become Culturally Literate……Page 67
Develop Constructive Attitudes……Page 68
Adapt Your Behavior……Page 70
Key Terms……Page 72
Activities……Page 73
part two Personal Skills Strategic Case: Omnicom Marketing……Page 75
Chapter 3 Listening……Page 77
The Importance of Listening……Page 78
Assumptions about Listening……Page 79
Environmental Barriers……Page 81
Psychological Barriers……Page 82
Analytical Listening……Page 84
Listening to Understand……Page 85
Listening to Evaluate……Page 90
Key Terms……Page 92
Activities……Page 93
Chapter 4 Verbal and Nonverbal Messages……Page 95
Verbal Messages……Page 97
Clarity and Ambiguity……Page 98
Inflammatory Language……Page 103
Language and Identity Management……Page 104
Feminine and Masculine Language Use……Page 106
Characteristics of Nonverbal Communication……Page 109
Types of Nonverbal Communication……Page 111
Improving Nonverbal Effectiveness……Page 120
Activities……Page 123
Chapter 5 Interpersonal Strategies and Skills……Page 127
Building Positive Relationships……Page 128
Affirming Dignity……Page 129
Enhancing Organizational Climate……Page 130
Giving Praise……Page 131
Raising Difficult Issues……Page 132
Offering and Responding to Criticism……Page 135
Incivility……Page 139
Bullying……Page 140
Sexual Harassment……Page 142
Managing Conflict……Page 144
What Are Conflicts About?……Page 145
Approaches to Conflict……Page 146
Handling Conflicts Constructively……Page 148
Review Points……Page 154
Activities……Page 155
Chapter 6 Principles of Interviewing……Page 159
Planning the Interview……Page 161
Conducting the Interview……Page 166
Types of Interviews……Page 171
The Information-Gathering Interview……Page 172
The Career Research Interview……Page 173
The Employment Interview……Page 177
Obligations of the Interviewer……Page 195
Obligations of the Interviewee……Page 196
Activities……Page 197
part three Working in GroupsStrategic Case: Museum of Springfield……Page 201
Chapter 7 Leading and Working in Teams……Page 203
The Nature of Teams……Page 205
Characteristics of Work Groups……Page 206
What Makes a Group a Team?……Page 207
Virtual Teams……Page 208
Perspectives on Leadership……Page 210
LeaderÔøΩMember Exchange……Page 212
Becoming a Leader……Page 213
Power and Influence of Members……Page 214
Effective Communication in Teams……Page 216
Recognize Both Team and Personal Goals……Page 217
Promote Desirable Norms……Page 221
Promote an Optimal Level of Cohesiveness……Page 223
Avoid Excessive Conformity……Page 225
Review Points……Page 226
Activities……Page 227
Chapter 8 Effective Meetings……Page 229
Information-Sharing Meetings……Page 231
Virtual Meetings……Page 232
Planning a Problem-Solving Meeting……Page 233
When to Hold a Meeting……Page 234
Setting an Agenda……Page 236
Conducting the Meeting……Page 238
Beginning the Meeting……Page 239
Conducting Business……Page 240
Concluding the Meeting……Page 246
Stages in Group Problem Solving……Page 249
Enhancing Creativity……Page 253
Systematic Problem Solving……Page 254
Decision-Making Methods……Page 257
Review Points……Page 259
Activities……Page 260
part four Making Effective PresentationsStrategic Case: Fresh Air Sports……Page 263
Chapter 9 Developing and Organizing the Presentation……Page 265
Analyzing the Audience……Page 268
Analyzing Yourself as the Speaker……Page 273
Analyzing the Occasion……Page 274
General and Specific Goals……Page 276
Developing the Thesis……Page 278
Organizing the Body……Page 279
Basic Organizational Plan……Page 280
Identify Main Points and Subpoints……Page 282
Choose the Best Organizational Pattern……Page 283
Rules for Main Points……Page 290
Functions of the Introduction……Page 292
Types of Opening Statements……Page 293
Types of Closing Statements……Page 297
Functions of Transitions……Page 298
Characteristics of Effective Transitions……Page 301
Key Terms……Page 302
Activities……Page 303
Chapter 10 Verbal and Visual Support in Presentations……Page 305
Clarity……Page 307
Definitions……Page 308
Examples……Page 309
Stories……Page 310
Statistics……Page 313
Comparisons……Page 314
Quotations……Page 315
Citing Your Sources……Page 316
Types of Visual Aids……Page 317
Media for Presenting Visual Aids……Page 323
Presentation Software……Page 324
Guidelines for Using Visual Aids……Page 327
Key Terms……Page 330
Activities……Page 331
Chapter 11 Delivering the Presentation……Page 333
Types of Delivery……Page 334
Extemporaneous Presentations……Page 335
Impromptu Presentations……Page 337
Visual Elements……Page 338
Verbal Elements……Page 342
Vocal Elements……Page 344
When to Answer Questions……Page 345
How to Manage Questions……Page 347
Speaking with Confidence……Page 349
Speak More Often……Page 350
Audience……Page 351
Think Rationally about Your Presentation……Page 352
Key Terms……Page 354
Activities……Page 355
Chapter 12 Types of Business Presentations……Page 357
Briefings……Page 358
Reports……Page 360
Training……Page 363
Persuasive Presentations……Page 369
Organizing Persuasive Messages……Page 370
Types of Persuasive Presentations……Page 372
Strategies for Ethical Persuasion……Page 376
Approaches to Organizing a Group Presentation……Page 385
Planning Introductions, Conclusions, and Transitions in Group Presentations……Page 386
Welcoming a Guest or Group……Page 387
Introducing Another Speaker……Page 388
Honoring a Person or an Institution……Page 389
Giving a Toast……Page 390
Accepting an Award……Page 391
Review Points……Page 393
Activities……Page 394
Appendix I: Interviewing Materials……Page 397
Appendix II: Sample Presentations……Page 410
Appendix III: Business Writing……Page 421
Glossary……Page 439
Notes……Page 446
Credits……Page 467