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

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