Communicating at work : strategies for success in business and the professions

Description

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