Communicating at Work : Principles and Practices for Business and the Professions,9780073511887

Communicating at Work : Principles and Practices for Business and the Professions

by ;
Edition: 9th
ISBN13: 9780073511887
ISBN10: 0073511889
Format: Paperback
Pub. Date: 2006-10-27
Publisher(s): McGraw-Hill Humanities/Social Sciences/Languages
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List Price: $138.24

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Summary

The leading text in business communication,Communicating at Worktakes a pragmatic approach that features a strong multicultural focus, a heavy emphasis on effective presentations, and a pedagogical program designed to encourage group activities and skill building. Its combination of clear writing and effective use of tables makes this text an excellent teaching tool. The ninth edition provides coverage of new pedagogy, key new topics and an expansion of other important concepts including sources of on-the-job conflict, how to use informational interviews for career advancement, and stages in group problem-solving.

Table of Contents

part one Basics of Business and Professional Communication Strategic Case: Sundown Bakery
2(70)
Communicating at Work
4(34)
The Importance of Communication
5(3)
The Nature of Communication
8(3)
The Process of Communication
8(2)
Communication Principles
10(1)
Ethical Dimensions of Communication
11(2)
Using Communication Networks
13(11)
Formal Communication Networks
13(5)
Informal Communication Networks
18(6)
Face-to-Face and Electronic Communication Channels
24(14)
Face-to-Face Communication
25(1)
Teleconferencing
25(1)
Telephone and Voice Mail
26(1)
Written Communication
27(3)
Which Channel to Use
30(2)
Summary
32(1)
Key Terms
33(1)
Activities
34(1)
Resources
35(3)
Communication, Culture, and Work
38(34)
Cultural Diversity and Communication
39(22)
The Nature of Culture
40(3)
Cultural Differences in Doing Business
43(3)
Fundamental Dimensions of Cultural Diversity
46(5)
Co-cultural Dimensions of a Diverse Society
51(5)
Diversity and Ethical Issues
56(2)
Communicating across Diversity
58(3)
Organizational Culture and Communication
61(11)
The Importance of Organizational Culture
63(1)
Dimensions of Organizational Culture
64(1)
Creating and Maintaining Organizational Cultures
65(2)
Organizational Culture and Career Planning
67(1)
Summary
68(1)
Key Terms
68(1)
Activities
69(1)
Resources
70(2)
part two Personal Skills Strategic Case: Computer Solutions
72(98)
Listening
74(24)
The Importance of Listening
76(3)
Barriers to Effective Listening
79(6)
Physiological Barriers
79(1)
Environmental Barriers
80(1)
Attitudinal Barriers and False Assumptions
80(3)
Sociocultural Differences
83(2)
Lack of Training
85(1)
Listening Styles
85(3)
People-Oriented
85(2)
Action-Oriented
87(1)
Content-Oriented
87(1)
Time-Oriented
87(1)
Listening More Effectively
88(10)
Minimize Distractions and Take Time to Listen
88(1)
Talk and Interrupt Less
88(1)
Seek and Observe Feedback
89(3)
Withhold Judgment
92(1)
Listen for Key Points
92(1)
Take Notes and Repeat Information
93(1)
Analyze the Speaker's Evidence
94(1)
Examine Emotional Appeals
94(1)
Summary
94(1)
Key Terms
95(1)
Activities
95(1)
Resources
96(2)
Verbal and Nonverbal Messages
98(38)
Verbal Messages
100(12)
Clarity and Ambiguity
100(7)
Inflammatory Language
107(1)
Masculine and Feminine Language Use
108(2)
Meeting Gender-Related Language Challenges
110(2)
Nonverbal Communication
112(15)
Characteristics of Nonverbal Communication
112(2)
Types of Nonverbal Communication
114(10)
Improving Nonverbal Effectiveness
124(3)
Sexual Harassment
127(9)
Avoiding Sexual Harassment Problems
128(1)
Responding to Sexual Harassment
128(2)
Summary
130(1)
Key Terms
131(1)
Activities
131(2)
Resources
133(3)
Interpersonal Skills
136(34)
Building Positive Relationships
137(7)
Communication Climate
139(4)
Giving Praise
143(1)
Dealing with Criticism
144(5)
Offering Constructive Feedback
145(1)
Responding to Criticism
146(3)
Managing Conflict
149(21)
What Are Conflicts About?
150(1)
Approaches to Conflict
151(3)
Handling Conflicts Constructively
154(11)
Summary
165(1)
Key Terms
165(1)
Activities
166(2)
Resources
168(2)
part three Interviewing Strategic Case: Platinum Sounds
170(80)
Principles of Interviewing
172(28)
Planning the Interview
175(9)
Define the Goal
175(1)
Identify and Analyze the Other Party
176(1)
Prepare a List of Topics
177(1)
Choose the Best Interview Structure
178(1)
Consider Possible Questions
179(4)
Arrange the Setting
183(1)
Conducting the Interview
184(7)
Opening
185(2)
Body
187(3)
Closing
190(1)
The Ethics of Interviewing
191(2)
Obligations of the Interviewer
191(1)
Obligations of the Interviewee
192(1)
Sample Interview Plan
193(7)
Summary
196(1)
Key Terms
196(1)
Activities
197(1)
Resources
198(2)
Types of Interviews
200(50)
The Information-Gathering Interview
201(4)
Collect Background Information
202(1)
Define Interview Goals and Questions
202(2)
Choose the Right Interviewee
204(1)
The Career Research Interview
205(4)
The Value of Personal Contacts
205(2)
Choosing Interviewees
207(1)
Contacting Prospective Interviewees
207(1)
Following Up
208(1)
The Employment Interview
209(32)
Pre-Interview Steps
210(5)
During the Interview
215(12)
Post-Interview Follow-up
227(1)
Interviewing and the Law
228(4)
Sample Employment Interview
232(9)
The Performance Appraisal Interview
241(9)
Definition and Importance
241(2)
Steps in the Appraisal Process
243(3)
Summary
246(1)
Key Terms
246(1)
Activities
247(1)
Resources
248(2)
part four Working in Groups Strategic Case: Museum of Springfield
250(72)
Working in Teams
252(40)
The Nature of Teams
254(4)
Teams Are Essential
254(1)
Characteristics of Work Groups
255(3)
Virtual Teams
258(1)
Leadership and Influence in Groups and Teams
258(8)
Centralized Leadership
259(3)
Becoming a Leader
262(2)
Power and Influence of Members
264(2)
Problem-Solving Communication
266(11)
Systematic Problem Solving
266(2)
Stages in Group Problem Solving
268(3)
Functional Role Analysis
271(3)
Decision-Making Methods
274(3)
Effective Communication in Groups and Teams
277(15)
Recognize Both Group and Personal Goals
277(3)
Promote Desirable Norms
280(2)
Promote an Optimal Level of Cohesiveness
282(2)
Avoid Excessive Conformity
284(1)
Encourage Creativity
285(2)
Summary
287(1)
Key Terms
287(1)
Activities
288(1)
Resources
289(3)
Effective Meetings
292(30)
Types of Meetings
295(3)
Information-Sharing Meetings
295(1)
Problem-Solving or Decision-Making Meetings
295(1)
Ritual Activities
295(1)
Virtual Meetings
296(2)
Planning a Problem-Solving Meeting
298(7)
When to Hold a Meeting
298(3)
Setting an Agenda
301(4)
Conducting the Meeting
305(17)
Beginning the Meeting
305(2)
Conducting Business
307(7)
Concluding the Meeting
314(1)
Following Up the Meeting
315(2)
Summary
317(1)
Key Terms
318(1)
Activities
318(2)
Resources
320(2)
part five Making Effective Presentations Strategic Case: Fresh Air Sports
322(177)
Developing and Organizing the Presentation
324(46)
Analyzing the Situation
328(8)
Analyzing the Audience
328(5)
Analyzing Yourself as the Speaker
333(1)
Analyzing the Occasion
334(2)
Setting Your Goal and Developing the Thesis
336(5)
General and Specific Goals
337(2)
Developing the Thesis
339(2)
Organizing the Body
341(14)
Brainstorming Ideas
341(1)
Basic Organizational Plan
341(3)
Identify Main Points and Subpoints
344(1)
Choose the Best Organizational Pattern
344(9)
Rules for Main Points
353(2)
Planning the Introduction and Conclusion
355(7)
Functions of the Introduction
355(2)
Types of Opening Statements
357(3)
Functions of the Conclusion
360(1)
Types of Closing Statements
361(1)
Adding Transitions
362(8)
Functions of Transitions
362(1)
Characteristics of Effective Transitions
362(3)
Summary
365(1)
Key Terms
366(1)
Activities
366(2)
Resources
368(2)
Verbal and Visual Support in Presentations
370(34)
Functions of Supporting Material
372(1)
Clarity
372(1)
Interest
373(1)
Proof
373(1)
Verbal Support
373(8)
Definitions
374(1)
Examples
375(1)
Stories
375(2)
Statistics
377(1)
Comparisons
378(2)
Quotations
380(1)
Citing Your Sources
381(1)
Visual Aids
381(23)
Types of Visual Aids
383(7)
Media for Presenting Visual Aids
390(2)
Presentation Software
392(5)
Guidelines for Using Visual Aids
397(2)
Summary
399(1)
Key Terms
400(1)
Activities
400(1)
Resources
401(3)
Delivering the Presentation
404(28)
Types of Delivery
406(5)
Manuscript Presentations
406(1)
Memorized Presentations
407(1)
Extemporaneous Presentations
408(1)
Impromptu Presentations
409(2)
Guidelines for Delivery
411(7)
Visual Elements
411(3)
Verbal Elements
414(2)
Vocal Elements
416(2)
Question-and-Answer Sessions
418(4)
When to Answer Questions
419(1)
How to Manage Questions
420(2)
Speaking with Confidence
422(10)
Accept a Moderate Amount of Nervousness
424(1)
Speak More Often
424(1)
Rehearse Your Presentation
425(1)
Focus on Your Topic and Audience, Not on Yourself
426(1)
Think Rationally about Your Presentation
426(1)
Summary
427(1)
Key Terms
428(1)
Activities
428(2)
Resources
430(2)
Informative, Group, and Special-Occasion Presentations
432(36)
Informative Presentations
434(19)
Briefings
434(1)
Reports
435(5)
Training
440(5)
Explanations
445(2)
Sample Informative Presentation
447(6)
Group Presentations
453(5)
Planning a Group Presentation
453(1)
Approaches to Organizing a Group Presentation
454(1)
Planning Introductions, Conclusions, and Transitions in Group Presentations
455(2)
Delivering a Group Presentation
457(1)
Special-Occasion Speaking
458(10)
Welcoming a Guest or Group
458(1)
Introducing Another Speaker
459(1)
Honoring a Person or Institution
460(1)
Giving a Toast
461(1)
Presenting an Award
462(1)
Accepting an Award
463(1)
Summary
464(1)
Key Terms
464(1)
Activities
465(1)
Resources
466(2)
Persuasive Presentations
468(31)
Types of Persuasive Presentations
469(5)
Motivational Speeches
470(1)
Goodwill Speeches
470(1)
Proposals
470(2)
Sales Presentations
472(2)
Ethical Persuasion
474(2)
Persuasive Strategies
476(9)
Maximize Your Credibility
476(2)
Use Logical Arguments
478(2)
Use Psychological Appeals
480(5)
Organizing Persuasive Messages
485(4)
Problem-Solution
486(1)
Comparative Advantages
486(1)
Criteria Satisfaction
487(1)
Motivated Sequence
488(1)
Sample Sales Presentation
489(10)
Summary
495(1)
Key Terms
496(1)
Activities
496(1)
Resources
497(2)
Appendix: Business Writing 499(34)
Glossary 533(7)
Notes 540(20)
Credits 560(3)
Index 563

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