Contents

Preface

Part One: Basics of Business and Professional Communication

Strategic Case: Sundown Bakery

1: Communicating at Work

Communication and Career Success

The Nature of Communication

Communication Principles

Basics of the Communication Model

Communication Channels

Communicating in and beyond Organizations

Formal Communication Networks

Informal Communication Networks

Personal Networking

Ethical Dimensions of Communication

Master the Chapter

Review Points

Key Terms

Activities

References

2: Communication, Culture, and Work

The Nature of Culture

Communication in a Diverse Society

Race and Ethnicity

Social Class

Generational Differences

Regional Differences

Disabilities

Sex and Gender

Military Veterans

Cultural Differences in International Business

Customs and Behavior

Fundamental Dimensions of Cultural Diversity

Diversity and Ethical Issues

Communicating across Diversity

Become Culturally Literate

Develop Constructive Attitudes

Adapt Your Behavior

Master the Chapter

Review Points

Key Terms

Activities

References

Part Two: Personal Skills

Strategic Case: Omnicom Marketing

3: Listening

Listening at Work

The Importance of Listening

Assumptions about Listening

Barriers to Effective Listening

Environmental Barriers

Physiological Barriers

Psychological Barrier

Listening Styles

Relational Listening

Analytical Listening

Task-Oriented Listening 

Critical Listening

Listening More Effectively

Listening to Understand

Listening to Evaluate

Master the Chapter

Review Points

Key Terms

Activities

References

4: Verbal and Nonverbal Messages

Verbal Messages

Clarity and Ambiguity 

Inflammatory Language

Language and Identity Management

Feminine and Masculine Language Use

Nonverbal Communication

Characteristics of Nonverbal Communication

Types of Nonverbal Communication

Improving Nonverbal Effectiveness 

Master the Chapter

Review Points

Key Terms

Activities

References

5: Interpersonal Strategies and Skills

Interpersonal Skills and Success  

Building Positive Relationships

Affirming Dignity

Enhancing Organizational Climate

Sharing Feedback

Giving Praise

Raising Difficult Issues

Offering and Responding to Criticism

Dealing with Difficult People and Situations  

Incivility 

Workplace Bullying 

Sexual Harassment

Problematic Communication

Managing Conflict

Causes of Conflict

Approaches to Conflict

Handling Conflicts Constructively

Master the Chapter

Review Points

Key Terms

Activities

References

6: Principles of Interviewing

Types of Interviews

The Information-Gathering Interview

The Career Research Interview

The Employment Interview

The Performance Appraisal Interview

Interviewing Strategies

Planning the Interview

Conducting the Interview

The Ethics of Interviewing

Obligations of the Interviewer

Obligations of the Respondent

Master the Chapter

Review Points

Key Terms

Activities

References

Part Three: Working in Groups

Strategic Case: Museum of Springfield

7: Leading and Working in Teams

The Nature of Teams

Characteristics of Work Groups

What Makes a Group a Team?

Virtual Teams

Leadership and Influence in Teams  

Perspectives on Leadership

Leader–Member Exchange

Becoming a Leader 

Power and Influence of Members

Effective Communication in Teams

Fill Functional Roles 

Recognize Both Team and Personal Goals

Promote Desirable Norms 

Promote an Optimal Level of Cohesiveness

Avoid Excessive Conformity

Master the Chapter

Review Points

Key Terms

Activities

References

8: Effective Meetings

Types of Meetings

Information-Sharing Meetings

Problem-Solving and Decision-Making Meetings

Ritual Activities

Virtual Meetings

Conference Calls

Web Conferences

Video Conferences

Collaborative Technologies 

Planning a Meeting

When to Hold a Meeting

Setting an Agenda

Pre-Meeting Work

Conducting the Meeting

Setting the Tone

Conducting Business

Concluding the Meeting

Following Up the Meeting

Master the Chapter

Review Points

Key Terms

Activities

References

9: Developing and Organizing the Presentation

Analyzing the Situation

Analyzing the Audience

Analyzing Yourself as the Speaker

Analyzing the Occasion 

Setting Your Goal and Developing the Thesis

General and Specific Goals

Developing the Thesis

Organizing the Body

Brainstorming Ideas 

Basic Organizational Plan 

Identify Main Points and Subpoints

Choose the Best Organizational Pattern 

Rules for Main Points 

Planning the Introduction and Conclusion

Functions of the Introduction

Types of Opening Statements

Functions of the Conclusion

Types of Closing Statements

Adding Transitions

Functions of Transitions

Characteristics of Effective Transitions

Master the Chapter

Review Points

Key Terms

Activities

References

10: Verbal and Visual Support in Presentations

Functions of Supporting Material 000

Clarity 000

Interest 000

Proof 000

Verbal Support 000

Definitions 000

Examples 000

Stories 000

Statistics 000

Comparisons 000

Quotations 000

Citing Your Sources 000

Visual Aids 000

Types of Visual Aids 000

Media for Presenting Visual Aids 000

Presentation Software 000

Guidelines for Using Visual Aids 000

Master the Chapter 000

Review Points 000

Key Terms 000

Activities 000

References 00

11: Delivering the Presentation

Types of Delivery

Manuscript Presentations

Memorized Presentations

Extemporaneous Presentations

Impromptu Presentations

Guidelines for Delivery

Visual Elements

Verbal Elements

Vocal Elements

Question-and-Answer Sessions

When to Answer Questions  

How to Manage Questions

Speaking with Confidence

Accept a Moderate Amount of Nervousness  

Speak More Often  

Rehearse Your Presentation  

Focus on Your Topic and the Audience  

Think Rationally about Your Presentation

Master the Chapter

Review Points

Key Terms

Activities  

References

12: Types of Business Presentations

Informative Presentations

Briefings

Reports

Training

Webinars

Press Conferences

Persuasive Presentations

Types of Persuasive Presentations
Strategies for Ethical Persuasion

Group Presentations

Approaches to Organizing a Group Presentation

Introductions, Conclusions, and Transitions in Group Presentations

Delivering a Group Presentation

Special-Occasion Speaking

Welcoming a Guest or Group

Introducing Another Speaker

Honoring a Person or an Institution

Giving a Toast

Presenting an Award

Accepting an Award

Master the Chapter

Review Points

Key Terms

Activities

References

Appendix I: Interviewing Materials  

Appendix II: Business Writing

Appendix III: Problem-Solving Communication

Appendix IV: Sample Presentations

Appendix V: Crisis Communication

Glossary

Index