The Communication Playbook

Description

Skills for becoming clear communicators, confident speakers, and sharp thinkers. Designed for today’s active learners, The Communication Playbook moves students beyond the classroom by helping them develop a strong communication skillset that will benefit them throughout their lives. With a focus on effective communication skills and career success, bestselling authors Teri Kwal Gamble and Michael K. Gamble give students clear explanations of core concepts followed by practical learning activities—encouraging students to think critically about why good communication is important and how the concepts can be applied to today’s classroom, workplace, and community. Perfect for the hybrid communication course with coverage of public speaking, this concise text has been strategically separated into tabbed chapters—making it easier for readers to navigate, digest, revisit, and review the content. As good communication is the foundation of everyday life, The Communication Playbook primes students for success in both their courses and their careers. Preface Acknowledgments About the Authors Chapter 1: Start Right Here What Is Communication Presence? SKILL BUILDER: Wi-Fi Me (It’s Not a Question) Communication Choices Are Abundant Communication Presence and Technology Are We Addicted? The Upshot Human and Social Capital The Communication–Success Connection What Is Communication? Defining Communication Types of Communication SKILL BUILDER: Communication Self-Assessment and Future Me Essentials of Communication People Messages Channels Noise Context Feedback Effect Visualizing the Communication Process in Action A Transactional Model of Communication How Good a Communicator Are You? Communication Is Dynamic Communication Is Unrepeatable and Irreversible Communication Has No Opposite EXPLORING DIVERSITY: Focus on Hate Culture Influences Communication Gender Influences Communication Personal Ethics Influence Communication Communication Is Competence Based Digital and Social Media Are Transforming Communication Living Brands Changes Have Upsides and Downsides Why Do We Communicate? To Gain Self-Understanding and Insight Into Others To Form Meaningful Relationships To Influence Others For Career Development CAREER BUILDER: Professional Challenges and Future Me Communication Skills: Practice Effective Communication Chapter 2: Having Communication Presence in a Multicultural Society and World Cultures’ Many Faces Attitudes Toward Diversity Is It Different in the Working World? The Many Faces of Intercultural Communication What Happened to the Melting Pot? The Melting Pot Philosophy The Philosophy of Cultural Pluralism Diversity Is Reshaping the Future Culture and Communication Culture Is a Teacher What We Know About Difference Matters The Effects of Cultural Imperialism How We Feel About Difference Matters The Dangers of Ethnocentrism The Promise of Cultural Relativism On the Look Out for Stereotypes and Prejudice Cultures Within Cultures Influences on Cultural Identity and Communication Presence Gender Roles Age Racial and Ethnic Identities ETHICS AND COMMUNICATION: Through Others’ Eyes Religious Identity Socioeconomic Identity Generational Differences The Greatest Generation The Baby Boom Generation X Generation Y: The Millennials iGeneration CAREER BUILDER: Gen-You and Future Me Cultures and Co-Cultures Co-Cultures and Communication Strategies Assimilation Accommodation Separation Co-Cultures and Communication Approaches Passive Communication Assertive Communication More Aggressive Communication SKILL BUILDER: Assessing Ethnocentrism Versus Cultural Relativism Dimensions of Culture in Action Individualism Versus Collectivism High Context Versus Low Context High Power Distance Versus Low Power Distance Monochronic Versus Polychronic Culture Masculine Versus Feminine Culture Interpreting Cultural Differences Technology and Community Neighborhoods Need Not Be Real We Consciously Can Choose Our Neighbors Other Reasons We Seek Virtual Communities The Power of Dialogue For Good and Bad Communication Skills: Practice Communicating Interculturally Chapter 3: The “I” Behind the Eye: Perception and the Self Perception of the Self, Others, and Experience What Is Perception? Perception Occurs in Stages Perception Is Selective and Personal Effects of Selectivity Age and Memory Influence Perception We Organize Our Perceptions The Figure-Ground Principle Perceptual Constancy Perceptual Schemata Closure Perceiving the “I” Affects Perception of You Looking at the Self The Importance of Self-Awareness The Nature of Self-Concept How Self-Concept Develops The Connection Between Self-Concept and Behavior Attribution Theory Self-Esteem The Dark Side of Self-Esteem The Bright Side of Self-Esteem SKILL BUILDER: Me, You, and Popular and Social Media Factors Affecting Self-Concept and Outlook Resilience and Grit Developing Self-Understanding ETHICS AND COMMUNICATION: Combatting Stigma, Stereotypes, and Prejudice Expectations Matter: The Self-Fulfilling Prophecy The Pygmalion Effect Real and Life Examples The Galatea Effect How to Enhance Self-Awareness Identify Life Scripts Use the Johari Window Interpersonal Styles in the Johari Window SKILL BUILDER: Symbolizing the Self Manage Impressions Identify Your Multiple Identities Life Is Like a Performance CAREER BUILDER: Work Places and Faces Barriers to Perceiving Yourself and Others Clearly Past Experiences Follow Us We Close Our Mind We Freeze Our First Impression We Exhibit the Behaviors of a Lazy Perceiver We Think We Know It All We Blinder Ourselves We Confuse Facts and Inferences We Exhibit Deficient Empathy Skills Gender, Self-Concept, and Perception Standpoints: Lessons Frame Perceptions Beliefs Can Blind Us Culture, Self-Concept, and Perception Barriers to Understanding Notions of the Self Are Culturally Based Distinctness Stands Out Self-Concept, Perception, and Technology EXPLORING DIVERSITY: Assessing Your Preference for “I” Versus “We” Technology Influences Information Processing Technology Influences Our Online Presence The Internet and Social Networks Promote Self–Other Comparisons Technology Alters Perceptions of Reality Communication Skills: Practice Improving Perception of the Self and Others Chapter 4: Communicating With Words: Helping Minds Meet Language Is Alive: We Use Words to Share Meaning Words, Things, and Thoughts The Triangle of Meaning Problems With the Communication of Meaning Understanding Meaning’s Meaning Meanings Are Both Denotative and Connotative Meaning Is Dated SKILL BUILDER: A Time Capsule for Words Meaning Is Locational Experience Influences Meaning Jargon Slang Whether Language Is Concrete or Abstract Influences Meaning Barriers to Understanding: Patterns of Miscommunication Bypassing: Confusing Meanings Labeling: Mixing Up Words and Things CAREER BUILDER: “The Name Game” Polarization: The Missing Middle Evasive and Emotive Language Words Announce Our Attitudes Do You Talk Doublespeak? Politically Correct Language SKILL BUILDER: Political Correctness and Free Speech Culture and Language Culture Influences the Words Used The Sapir-Whorf Hypothesis Cultural Differences Can Lead to Confused Translations Culture Affects Communication Style Culture Influences Symbolism and Vagueness Prejudiced Talk Linguistic Prejudice Racial Code Words Globalization’s Effects on Language Gender and Language Sexist Language Naming Practices ETHICS AND COMMUNICATION: The Words We Choose Gender and Speech Style Conversational Strategies Gender-lects Words and Power Profanity and Obscenity Profanity in the Workplace Reclamation of Profanity and Slurs Technology and Language Use GIFs Front and Center Online Speak Informality, Anonymity, and Inflammatory Language COMMUNICATION SKILLS: Practice Thinking Critically About Language Use Chapter 5: Nonverbal Messages Speak Characteristics of Nonverbal Communication We All Do It Nonverbal Communication Can Be Conscious or Unconscious Functions of Nonverbal Communication Message Reinforcement or Complementation Message Negation Message Substitution Message Accentuation or Intensification Message Regulation Types of Nonverbal Communication Body Language: Kinesics Facial Expressions Promoting Communication Presence Using Facial Management Techniques Using Facial Appearance to Interpret and Evaluate Communication Presence Facial Areas The Eyebrows and Forehead The Eyes The Mouth Posture CAREER BUILDER: The Ethics of Achieving Status Gestures Voice: Paralanguage Pitch Volume Rate Silence Personal Characteristics Space and Distance: Proxemic and Environmental Factors The Distance Between Us Intimate Distance Personal Distance Social Distance Public Distance Spaces Informal Space Semi-Fixed-Feature Space Fixed-Feature Space Territoriality and Personal Space ETHICS AND COMMUNICATION: Security and Guarded Territory Appearance The Height Factor The Weight Factor Other Appearance Effects Clothing and Artifacts Colors: Meanings and Associations Time: Chronemics Wait Time SKILL BUILDER: Assessing Your Use of Time Rush Time Touch: Haptics Touch Effects Accessibility to Touch Touch and Status Smell: Olfactics Emotional Triggers and Recall Truth, Deception, and Nonverbal Cues Who’s Best at Deception? Gender and Nonverbal Behavior Dominance and Affiliation Dress Codes Whose Voice? Culture and Nonverbal Behavior Expressing Emotion and Intimacy Judgments of Beauty Attitudes Toward Distance and Touch Be Careful Making Meaning Technology and Nonverbal Communication SKILL BUILDER: Assessing Your Virtual Presence Do Substitutes for Facial Expressions and Gestures Work? Communication Skills: Practice Using and Observing Nonverbal Cues Chapter 6: Listening, Feedback, and Critical Thinking Listening and Communication True “Not Listening” Stories We All Do It! Are You Listening? Listening Is More Than Hearing Defining Hearing Defining Listening Listening Takes Effort How Responsive a Listener Are You? Do You Prepare to Listen? Do You Use Listening Time Wisely? Complications Caused by the Digital Domain Review Your Personal Situation Do You Listen Accurately? Do You Listen Ethically? Are You a Receptive Listener? Are You Ready to Listen Beyond Words? Types of Listening Appreciative Listening Comprehensive Listening Critical Listening Empathic Listening Decenter Skills to the Rescue Empathic Listening Fosters Healthy Relationships The Stages of Listening: More Than Meets the Ear Hearing Understanding Remembering Interpreting Evaluating Responding More on the Ethics of Listening: Identifying Problem Behaviors ETHICS AND COMMUNICATION: Talk, Talk, Talk Responding With Feedback What Is Feedback? Types of Feedback Evaluative Feedback Positive Evaluative Feedback Negative Evaluative Feedback SKILL BUILDER: Looking at Faulty Listening and Future Me Formative Feedback Nonevaluative Feedback CAREER BUILDER: Cultural Implications of Feedback Probing Understanding Supportive Feedback “I” Messages The Importance of Critical Thinking What Critical Thinkers Think About The Critical Versus the Uncritical Thinker Questions to Facilitate Critical Thinking Keep in Mind the Mindfulness Factor Gender and Listening Style ETHICS AND COMMUNICATION: Would You Ask for and Listen to Directions? Cultural Influences on Listening People-Oriented Listeners Content-Oriented Listeners Action-Oriented Listeners Time-Oriented Listeners Mixing Styles Dialogic Listening Technology’s Influence on Listening and Critical Thinking Our Shrinking Attention Span Is the Computer Really Our “Friend”? Listening Etiquette We Are Being Overstimulated More Listening Wrinkles More Options Crossing Barriers COMMUNICATION SKILLS: Practice Listening Skills Chapter 7: Understanding Relationships What Is An Interpersonal Relationship? Why Relationships Matter We Need Connections Relationships Fulfill Different Ends SKILL BUILDER: A Self-Assessment of My Relationships Relationships Meet Needs The Need for Inclusion The Need for Control The Need for Affection These Needs Are Not All Met at the Same Time Conversing: Connecting Through Interpersonal Dialogue Talk Matters Competing Concerns Being Fully Present The Five-Step Pattern The Open Feedforward Goal Elaboration Reflection The Close Take Turns CAREER BUILDER: The Grapevine and the Gossip Mill Who Don’t You Want to Talk To? Relationships Differ in Breadth and Depth Social Penetration Theory Self-Disclosure Affects Relationship Breadth and Depth Privacy Needs Affect Relationship Breadth and Depth Analyzing Relationships Relationship Stages: A Developmental Model Stage 1: Initiating Stage 2: Experimenting Stage 3: Intensifying Stage 4: Integrating Stage 5: Bonding Stage 6: Differentiating Stage 7: Circumscribing Stage 8: Stagnating Stage 9: Avoiding Stage 10: Termination A Special Case: Relationship Termination Caused by a Loved One’s Passing The Grief Process How Others Help Digital Media and Relational Processes Tinder-Like Apps Dropping Relationship Breadcrumbs It’s Over It Ended . . . but Not Really Relationships Come With Costs and Benefits Relationships Experience Tensions Connection Versus Autonomy Predictability Versus Novelty Openness Versus Privacy Dialectical Tension Resolutions Lying, Trust, and Relationships The Effects of Lying Why Lying Takes a Toll ETHICS AND COMMUNICATION: Self/Other Reflection The Effects of Trust The Trust Paradox How Well Do You Tolerate Vulnerability? Hurtful Messages Laughter as Interpersonal Tool Gender and Relationships The Benefits of a Feminist Partner Flirting Matters Who’s Sorry? Who Engages More With Social Media? Who Focuses on Maintenance? What We Share Culture and Relationships More on Technology and Relationships Does Technology Help? Popularity Is Quantifiable, but Is This Appropriate? Factors Hampering Relationship Development Online Some Find It Easier Communication Skills: Practice Improving Interpersonal Relationships Chapter 8: Person to Person: Handling Emotions and Conflict Five Factors Contributing to Relationship Interest Attractiveness Proximity Reinforcement Similarity Complementarity Understanding the Uncertainty Factor Strategies for Reducing Relationship Uncertainty Predicting Relationship Outcomes Types of Relationships Acquaintanceships Friendships Keeping Friends A Model of Friendship Variant Forms of Friendship Romantic Relationships Unique Characteristics Stages and Changes Dysfunctions Family Relationships Expectations Healthy Versus Unhealthy Communication Evolving Composition Making Sense SKILL BUILDER: My Family Network Work Relationships CAREER BUILDER: What Attitude Do You Bring to Work? Emotions and Relationships We All Have Them We Benefit From Emotional Intelligence The Range of Emotions SKILL BUILDER: The Expression of Angry Feelings Primary and Mixed Emotions Are Feelings Catching? ETHICS AND COMMUNICATION: Rx for Emotional Contagion Expressing and Sharing Feelings Expression Problems Suppressing and Disclosing Feelings Censoring Feelings Display Rules Gender’s Effect Culture’s Effect Personal Values Play Their Part Effects of Disclosing Feelings Experiencing Relational Conflict Sources of Relational Conflict Categories of Relational Conflict Classifying Conflict by Goal Classifying Conflict by Intensity Classifying Conflict by Type Classifying Conflict by Functionality Managing Relational Conflict Crazy-Making Behavior Effective Conflict Management Conflict Resolution Styles Nonassertiveness Aggressiveness Assertiveness Use a DESC Script Gender, Culture, and Conflict Gender and Conflict Culture and Conflict Technology, Relationships, and the Communication of Emotion Effects on Self-Expression Ego Effects ETHICS AND COMMUNICATION: Computing Relationship Stats Tuned Into Feelings Get Real Drawbacks and Consequences COMMUNICATION Skills: Practice Handling Feelings Effectively Chapter 9: Teamwork: Strategies for Decision Making and Problem Solving Groups, Teams, and You Differentiating Groups and Teams The Benefits of Group and Teamwork The Prevalence of Group and Teamwork Characteristics and Components of Groups Group Membership Group Size Group Goals, Structure, and Climate Characteristics of Effective Groups The Dynamics of Group Development Forming Storming Norming Performing Adjourning Using Groups to Make Decisions and Solve Problems Advantages of the Small Group Pooling Resources Motivation Enhancement Error Elimination Better Received Decisions More Pleasant Experience Disadvantages of the Small Group Shirking of Responsibility Goal Conflicts Decision Domination Refusal to Compromise The Risky Shift It Takes Longer ETHICS AND COMMUNICATION: Golden Rules of Decision Making When to Use a Group for Decision Making and Problem Solving Understanding the Roles Group Members Play Group Role-Classification Model Task-Oriented Roles Maintenance Roles Self-Serving Roles Understanding Group Member Relationships Cooperation Versus Competition Supportiveness Versus Defensiveness Why We Become Defensive Behaviors That Raise and Reduce Perceived Threat Levels Evaluation Versus Description Control Versus Problem Orientation Strategy Versus Spontaneity Neutrality Versus Empathy Superiority Versus Equality Certainty Versus Provisionalism Decision Making In Groups: Reaching Goals Strategies of Decision Making Thinking About the Effectiveness of Decision-Making Methods Majority Vote Averaging Let the Expert Decide Let the Leader Decide The Nominal Group The Delphi Method Quality Circles Decision by Consensus EXPLORING DIVERSITY: Group Polarization Factors to Consider in Weighing Decision Method Effectiveness Questions for Decision Makers: Facts, Values, and Policies Questions of Fact Questions of Value Questions of Policy A Framework for Decision Making: Reflective Thinking The Search for Better Ideas: Brainstorming Where Ideas Come From What Is Brainstorming? Guidelines for Brainstorming What Can Go Wrong? Ways to Foster Creativity Focus on Focus Groups Gender, Culture, Technology, and Group Interaction Gender and Group Member Behavior Decision Making Exercising Power Problem Analysis Culture and Group Member Behavior Openness to Ambivalence Problem Solving and Member Satisfaction Member Orientations Globalization Effects Group Composition and Goals Generational Diversity Technology and Groups The Social Network Paradigm Benefits of Online Groups Drawbacks of Online Groups CAREER-BUILDER: What Can We Learn From Online Speak? Communication Skills: Practice Tips for Improving Group Communication Chapter 10: Leading Others and Resolving Conflict APPROACHES TO LEADERSHIP: THE LEADER IN YOU What Is Leadership? Leadership Styles Type X and Type Y Leaders CAREER BUILDER: Shakespeare, Pop Culture, and Leadership Lessons Autocratic, Laissez-Faire, and Democratic Leaders Theories of Leadership Trait Theory Situational Theory Functional Theory Transformational Theory Leading the Way Through Conflict Management Goals and Styles: A Conflict Grid Steer Clear of Groupthink SKILL BUILDER: What Kind of Thinker Are You? Cooperative Versus Competitive Conflict: Win-Win or Win-Lose EXPLORING DIVERSITY: Win-Win The Influence of Gender, Culture, and Technology on Leadership and Conflict Management Gender, Leadership, and Conflict: Comparing Approaches Gendered Leaders and Relationships Gendered Leaders and Conflict Culture, Leadership, and Conflict: Comparing Views Overcoming Cultural Challenges to Reach Common Understandings ETHICS AND COMMUNICATION: My Way or the Highway Leading Groups and Handling Conflict in Cyberspace Communication Skills: Practice Tips for Ethical Conflict Management Chapter 11: Public Speaking and You BUILDING PUBLIC SPEAKING CONFIDENCE CAREER BUILDER: TED’s Got Talent Understand Your Fears SKILL BUILDER: Self-Assessment of Speaking Anxiousness Understand Sources of Public Speaking Anxiety Fear of Failure Fear of the Unknown Fear of Evaluation Fear of Being the Center of Attention Fear of Difference Fear Due to Cultural Background Controlling Speechmaking Anxiety Use Deep-Muscle Relaxation to Overcome Physical Symptoms Use Thought Stopping to Overcome Mental Symptoms Use Visualization to Picture Yourself Succeeding Other Techniques Approaching Speech Making Systematically: A Primer for Giving Your First Speech Proceed Step-by-Step First Landing: Topic Selection and Self-Analysis and Audience Analysis Second Landing: Speech Development, Support, and Organization Third Landing: Presentation Practice and Delivery Fourth Landing: Postpresentation Analysis Analyze Yourself Review Your Life: Your Narrative Consider the Moment: This Moment Search the News Use Technology Analyze Your Audience ETHICS AND COMMUNICATION: The Magic Bullet of Speech Making Gathering Audience Information Personal Experience Research Draw a Demographic Profile Age Considerations Gender Considerations Sexual Orientation Considerations Family Orientation Religion Cultural Background Occupation Socioeconomic Status Educational Level Additional Considerations Draw a Psychographic Profile Understand Receivers’ Values, Beliefs, and Attitudes Understand How the Audience Perceives You Analyze the Occasion Date and Time: When and How Long? Location: Where? Occasion Specifics: Why? How Many? Select Your Topic Is the Topic Worthwhile? Is the Topic Appropriate? Is the Topic Interesting? Is Sufficient Research Material Available on the Topic? Narrow The Topic and Clarify Your Purpose Formulate a Purpose Statement Compose a Thesis Identify Your Speech’s Main Points SKILL BUILDER: Score Your Subject COMMUNICATION SKILLS: Practice Tips for Improving Speech Preparation Chapter 12: Researching, Supporting, and Outlining Your Speech Research Your Topic Research Both Online and Offline Get to Know the Library Use Reference Works Use Online References and Databases Use E-Mail Check Newsgroups and Subreddits Access the World Wide Web Be Certain to Evaluate What You Find Conduct Primary Research Personal Observations and Experience Informal Surveys Interviews CAREER BUILDER: What Do They Know? Record Information Derived from Research Select the Best Support Possible Definitions Statistics Examples and Illustrations Testimony Comparisons and Contrasts Repetition and Restatement SKILL BUILDER: Reliable Sources & Support Linear and Configural Formats Linear Organizational Formats Chronological Order Spatial Order Cause-and-Effect Order Problem-and-Solution Order Topical Order ETHICS AND COMMUNICATION: Sound Bites With Bite Internal Previews, Summaries, Transitions, and Signposts Configural Organizational Formats EXPLORING DIVERSITY: Is Attention Cultural? Outlining Your Speech: Building a Speaking Framework Creating Your Outline Outlining Principles Beginnings and Endings The Introduction Functions of the Introduction Types of Introductions The Preview The Conclusion Functions of the Conclusion Types of Conclusions A Sample Outline COMMUNICATION SKILLS: Practice Tips for Speech Design and Organization Chapter 13: Using Presentation Aids and Delivering Your Speech Selecting and Preparing Presentation Aids Why Use Presentation Aids? Types of Visual Aids Objects and Models Graphs Drawings, Photographs, and Maps Guidelines for Evaluating Which Visuals to Use ETHICS AND COMMUNICATION: Visually Speaking Audio Aids Computer-Assisted Presentations Pitfalls of PowerPoint SKILL BUILDER: Evaluating a PowerPoint Presentation Preparing to Speak Manuscript Speeches Memorized Speeches Impromptu Speeches Extemporaneous Speeches Sound Bite Speaking (Twitter Speak) CAREER BUILDER: Can You Make It Bite Size? Rehearsing Conduct Tryouts: Rehearse, Refine, Rehearse Conduct a Visual Tune-Up Attire Posture Gestures Movements and Facial Expressions Eye-Contact Conduct a Vocal Tune-Up Conduct a Verbal Tune-Up Preparing for the Q&A The Rehearsal–Confidence Connection Presenting: Keys to Remember Beyond the Presentation: Assessing Your Effectiveness Content Organization Wording Delivery COMMUNICATION SKILLS: Practice Tips for Evaluating Your Speech Chapter 14: Informative Speaking Sharing and Conceptualizing Information Avoid Information Overload or Underload CAREER BUILDER: Assessing the Effects of Information Overload Make It Relevant Types of Informative Presentations ETHICS AND COMMUNICATION: What Can You Do to Handle the Glut of Information? Speeches About Objects and Ideas Speaking About an Object Organizing Speeches About Objects Speaking About an Idea Organizing Speeches About Ideas Speeches About Events and People Speaking About an Event Speaking About a Person Organizing Speeches About Events and People Speeches About Processes and Procedures Organizing Speeches About Processes and Procedures SKILL BUILDER: Assessing an Informative Speech Guidelines for Informative Speakers Create Information Hunger Offer Information Balance Emphasize Key Points Involve the Audience Make Information Memorable Draw on Novelty and Creativity Integrate Presentation Aids Communication Skills: Practice Tips for Achieving Informative Speaking Goals Chapter 15: Persuasive Speaking The Purpose of Persuasion Goals of Persuasion Types of Persuasive Speeches Propositions of Fact Organizing the Question of Fact Speech Propositions of Value Organizing the Question of Value Speech Propositions of Policy Organizing the Question of Policy Speech Understanding Monroe’s Motivated Sequence Persuading Responsibly, Strategically, and Credibly ETHICS AND COMMUNICATION: Big and Little Lies Building Persuasive Credibility Guidelines for Persuading Effectively Be Clear About Your Goal Consider Receivers’ Attitudes and Beliefs Use the Influence Principles of Consistency and Social Proof Gain Your Audience’s Attention Evoke Relevant Needs and Issues Make the Audience Feel and Think Reason Logically Deductive Reasoning Inductive Reasoning Causal Reasoning Reasoning From Analogy Reason Ethically Hasty Generalizations Post Hoc Ergo Propter Hoc Slippery Slope Red Herring False Dichotomy False Division Personal Attacks Glittering Generalities Bandwagon Appeals Appeal to Fear Appeal to Tradition Appeal to Misplaced Authority Straw Man CAREER BUILDER: Fact Checking Pinocchio at Work and in Public Life Promise a Reward SKILL BUILDER: Assessing a Persuasive Speech COMMUNICATION SKILLS: Practice Tips for Achieving Persuasive Speaking Goals Appendix: Interviewing and Developing Professional Relationships The Employment Interview: Beyond Casual Communication Employer and Employee Perspectives Common Interviewee Fears Securing the Interview: Tools and Tasks Networking and the Job Search Preparing the Cover Letter and Résumé The Cover Letter The Résumé Preliminary Prepping Conducting an Interview Structure: Stages of the Interview The Opening The Body The Close Questions: The Heart of the Interview Interviewee Roles and Responsibilities Assess Yourself Prepare to Withstand Pressure Identify Personal Qualifications S.T.A.R. Interview Categories Remember to Ask Questions Impression Management and Interviewee Presence Looking at the Law: Illegal Interview Questions Diversity, Technology, and the Interview Culture and the Interview Technology and the Job Search Personal Job-Seeking Websites Electronic Résumés Online Interviews and Assessment Online Blunders to Avoid Answer Key Glossary Notes Index