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Business and Professional Communication : Plans, Processes, and Performance

ISBN: 9780205359547 | 020535954X
Edition: 2nd
Format: Paperback
Publisher: Allyn & Bacon
Pub. Date: 1/1/2003

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SummaryTable of Contents
Centered around the notion that business communication aims to influence the interpretation of issues and events, this presentation-oriented text provides practical tips and applications while discussing relevant theory. Grounded in real business examples and basic skills, Business and Professional Communication places a strong emphasis on presentations in business settings to better prepare students for the realities of daily career life. Its complete approach and unique topic coverage provides clear guidance for all communication practices in businesses and organizations.
Prefacexiii
The Role of Communication in Business and the Professions
1(19)
What is Communication?
4(6)
... MORE
Meaning
4(3)
The Flow of Messages
7(3)
Goals of Communication
10(3)
Shared Meaning Is the Objective of Most Business and Professional Communication
10(2)
Ambiguity Is the Objective of Some Business and Professional Communication
12(1)
Effective Communication is Audience-Centered
13(1)
Communication Competence
14(2)
Summary
16(4)
DYADIC AND GROUP COMMUNICATION
The Employment Interview
20(33)
The Pre-Interview Stage
21(19)
Research
21(2)
The Resume
23(7)
The Cover Letter
30(10)
The Interview Stage
40(7)
Presenting Yourself in an Employment Interview: Nonverbal Dimensions
40(2)
Presenting Yourself in an Employment Interview: Verbal Dimensions
42(5)
The Post-Interview Stage
47(3)
Getting the Job Offer
49(1)
Salary Negotiation
49(1)
Dealing with Rejection
50(1)
Summary
50(3)
Listening and Feedback in Organizational Relationships
53(16)
Recall Listening
55(4)
Motivate Yourself to Listen
55(1)
Focus on Content Rather Than Delivery
56(1)
Defer Judgment
56(1)
Take Advantage of Thought Speed
56(2)
Listen for Meaning
58(1)
Take Notes
58(1)
Empathic Listening
59(7)
Develop an Attitude of Acceptance
59(3)
Provide Feedback
62(4)
Summary
66(3)
Interpersonal Politics: Power and Sexual Harassment in Organizations
69(23)
Interpersonal Power and Politics
70(9)
The Nature of Organizational Power
70(2)
The Nature of Organizational Politics
72(5)
Creating a Power Base for Political Action: A Focus on Interpersonal Networks
77(2)
Building Interpersonal Networks: The Experience of Women and Minorities
79(3)
Barriers to the Informal Network
79(1)
Overcoming Informal Network Barriers
80(2)
Sexual Harassment: A Gross Imbalance of Power
82(7)
Formal Strategies for Managing Sexual Harassment
85(1)
Informal Strategies for Managing Sexual Harassment
86(3)
Summary
89(3)
Communicating in Organizational Groups and Teams
92(27)
Team Roles
93(9)
The Leadership Role
93(6)
Membership Roles in Groups and Teams
99(3)
Decision Making in Group and Team Meetings
102(9)
Preparing and Conducting Meetings
102(3)
Decision-Making Agendas
105(2)
Discussion Techniques
107(4)
Conflict in Groups and Teams
111(5)
Too Little Conflict
112(1)
Too Much Conflict
112(4)
Summary
116(3)
CREATING A PROFESSIONAL PRESENTATION
Considering Audience Feedback
119(20)
Analyze the Situation
120(4)
Occasion
121(1)
Size
122(1)
Organizational Culture
122(1)
Physical Environment
123(1)
Time
123(1)
Analyze Listener Characteristics
124(11)
Demographics
124(1)
Captivity
125(1)
Predisposition Toward the Speaker
126(1)
Predisposition Toward the Topic
126(9)
Techniques for Analyzing the Audience
135(2)
Summary
137(2)
Preparing and Delivering Presentations
139(35)
Decide on the General Purpose
140(1)
Select a Topic
140(1)
Develop the Specific Purpose Statement
141(2)
Develop the Main Idea Statement
143(1)
Gather Supporting Material
143(3)
Examples
144(1)
Statistics
145(1)
Testimony
145(1)
Research the Topic
146(5)
Using the Library
146(1)
Using the Internet
147(3)
Conducting Interviews
150(1)
Apply the Information Learned from the Audience Analysis
151(3)
Structure the Main Ideas in the Body of the Speech
154(3)
Chronological Structure
154(1)
Spatial Structure
155(1)
Cause-Effect and Effect-Cause Structures
156(1)
Problem Solution Structure
156(1)
Topical Structure
156(1)
Outline the Speech
157(7)
The Preparation Outline
157(6)
The Delivery Outline
163(1)
Develop the Introduction and Conclusion
164(6)
The Introduction
164(5)
The Conclusion
169(1)
Rehearsal and Delivery Considerations
170(1)
Summary
171(3)
Creating and Using Visual Aids
174(23)
Types of Visual Aids
175(15)
Objects
176(1)
Models
176(1)
Chalkboard/Whiteboard/Flip Chart
176(1)
Handouts
177(1)
Photographs and Slides
177(1)
Charts and Graphs
178(7)
Text Visuals
185(1)
Constructed Visuals
185(4)
Videotape
189(1)
Presenting Visual Aids to the Audience
190(1)
Computer Generated Graphics
191(3)
Integrating Computer-Generated Graphics into the Presentation
191(2)
Formatting Computer-Generated Slides
193(1)
Summary
194(3)
TYPES OF BUSINESS AND PROFESSIONAL PRESENTATIONS
Technical Presentations
197(20)
Understanding the Audience for Technical Information
200(1)
General Guidelines for Communicating Technical Information
201(3)
Make Appropriate Word Choices
202(1)
Make Frequent Use of Examples and Analogies
202(1)
Translate Measurement Scales into Useful Analogies
203(1)
Create Relevant Visual Aids
204(1)
Overcoming Obstacles to Shared Meaning
204(5)
Difficult Concepts
205(2)
Difficult Structures or Processes
207(2)
Structuring Technical Presentation
209(1)
Summary
209(8)
Proposal Presentations
217(30)
Audience Analysis for Persuasive Proposals
218(1)
Proposal Structures
219(7)
The Problem Solution Structure
219(1)
Monroe's Motivated Sequence
220(3)
The N-A-R Structure
223(1)
The Balance Structure
224(2)
Developing Persuasive Arguments
226(10)
Deductive Arguments
226(7)
Inductive Arguments
233(2)
Refutation Tactics
235(1)
Outlining Your Points to Show Logical Relationships
236(2)
Developing Effective Credibility Appeals
238(1)
Developing Effective Emotional Appeals
238(5)
Summary
243(4)
Sales Presentations
247(17)
The Significance of Sales Presentations in Business and the Professions
248(3)
Audience Analysis for Sales Presentations
251(3)
Asking Questions
252(1)
Listening for Metaphors
253(1)
Visual Aids for Sales Presentations
254(1)
Content Considerations for Sales Presentations
255(3)
Delivering the Sales Presentation
258(1)
Structuring the Sales Presentation
259(2)
Summary
261(3)
Risk Communication
264(23)
The Significance of Risk Communication in Business and Government
265(2)
The Scientific Process of Riskanalysis
267(3)
The Goals of Risk Analysis
267(1)
Risk Analysis as an Inexact Science
268(2)
Audience Perceptions of Risk
270(1)
Credibility and the Process of Risk Communication
271(6)
Individual Credibility
273(2)
Process Credibility
275(1)
Institutional Credibility
276(1)
Creating Risk Messages
277(6)
Informative Risk Communication
278(3)
Persuasive Risk Communication
281(2)
Summary
283(4)
Crisis Communication
287(38)
The Significance of Crisis Communication in Businesses and the Professions
289(8)
The Components of Crisis Communication
297(1)
Forming a Crisis Management Team and Precrisis Planning
298(2)
Communication Responses to Organizational Crisis
300(9)
Denial
302(1)
Evading Responsibility
303(3)
Reducing Offensiveness
306(2)
Corrective Action
308(1)
Mortification
308(1)
Effectively Employing Crisis Communication Strategies
309(5)
Use Multiple Strategies in Concert with One Another
309(1)
Support All Strategies with Strong Reasoning and Evidence
310(1)
Exercise Visible Leadership from the Highest Executives
311(1)
Identify the Target Audience and Select Strategies Accordingly
311(3)
Recognize the Limits of Persuasive Communication
314(1)
Structuring Orgaizational Crisis Communication
314(1)
Summary
315(10)
Index325

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