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Communicating for Results A Guide for Business and the Professions (with CD-ROM and InfoTrac)

ISBN: 9780534606787 | 0534606784
Edition: 7th
Format: Paperback
Publisher: Cengage Learning
Pub. Date: 6/8/2004

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SummaryTable of Contents
This best-selling introduction to the basic concepts of business communication is designed to improve the communication skills of entry-level managers and employees, and to serve as a reference for experienced professionals who wish to refresh or update their communication skills. Separate chapters on the communication process, organizational theory and culture, and interpersonal communication theory form the foundation for later discussions of critical listening, nonverbal communication, and obstacles to organizational communication. Two chapt... MORE
Prefacexix
The Communication Process: An Introduction
2(22)
Communication Defined
4(1)
... MORE
Ethical Dilemma
5(1)
The Basic Model of Communication
5(13)
Person A/Person B
6(1)
Stimulus and Motivation
6(1)
Encoding and Decoding
6(1)
Frame of Reference
7(3)
Code
10(2)
Channel
12(2)
Feedback
14(3)
Technology Update
17(1)
Environment
17(1)
Noise
18(1)
Communication and Ethics
18(4)
Awareness Check: Communicator Quiz
19(3)
Summary
22(1)
Communicating for Results Online
23(1)
Checkpoints
23(1)
InfoTrac College Edition® Exercise: Codes of Ethics
23(1)
Organizational Communication
24(30)
Communication Inside the Organization
26(5)
Formal Communication
26(1)
Ethical Dilemma
27(1)
Technology Update
28(1)
Informal Communication
29(2)
Coordination of People and Groups
31(1)
Organization Models
32(20)
The Traditional (or Classical) Model
34(4)
The Human Relations Model
38(3)
The Human Resources Model
41(4)
The Systems/Contingency Model
45(2)
The Transformational Model
47(3)
Communication Differences in the Organization Models
50(1)
Awareness Check: Organization Models
50(2)
Summary
52(1)
Communicating for Results Online
53(1)
Checkpoints
53(1)
InfoTrac College Edition Exercise: Organizational Communication
53(1)
Improving Interpersonal Relationships
54(28)
Interpersonal Relationships and Organizational Success
56(1)
Developing and Maintaining Relationships
57(2)
Clear Expectations
57(1)
Technology Update
57(1)
Ethical Dilemma
58(1)
Reciprocal Nature of Interpersonal Relationships
58(1)
Communication Styles and Business Relationships
59(11)
Awareness Check: Styles Survey---Short Form
61(1)
The Closed Style
62(2)
The Blind Style
64(2)
The Hidden Style
66(2)
The Open Style
68(2)
Awareness Check: Communicator Styles
70(1)
Practical Tips for Relating with People of Different Styles
70(3)
Managing Conflicts in Business Relationships
73(5)
Conflict Strategies
74(1)
Conflict Strategies: When to Use Them
75(3)
Becoming Flexible in Use of Styles
78(2)
Using Feedback Effectively
78(1)
Using Disclosure Effectively
78(2)
Summary
80(1)
Communicating for Results Online
81(1)
Checkpoints
81(1)
InfoTrac College Edition Exercise: Conflict Resolution
81(1)
Effective Listening
82(20)
Ethical Dilemma
84(1)
The Importance of Effective Listening in Organizations
84(5)
Listening to Customers
84(1)
Awareness Check: Listening Skills
85(1)
Listening to Employees
85(2)
Listening to Supervisors
87(1)
Listening to Coworkers
88(1)
Signs of Poor Listening
89(1)
Breaking the Chain of Command
89(1)
Learning About Events Too Late
89(1)
Always Putting Out Fires
89(1)
Information Must Be Repeated
90(1)
Tasks Given to Others
90(1)
Increase in Written Communication
90(1)
Causes of Poor Listening
90(5)
Physical Barriers
90(1)
Personal Barriers
91(1)
Gender Barriers
91(1)
Awareness Check: Gender Barriers
92(1)
Semantic Barriers
93(1)
Bad Listening Habits
93(1)
Technology Update
94(1)
Improving Listening Skills
95(4)
Understanding the Stages of Listening
95(3)
Listening More Each Day
98(1)
Improving Your Listening---Key Points
99(1)
Payoffs of Effective Listening
99(1)
Summary
100(1)
Communicating for Results Online
101(1)
Checkpoints
101(1)
InfoTrac College Edition Exercise: Listening
101(1)
Nonverbal Communication in the Organization
102(24)
Ethical Dilemma
104(1)
Nonverbal Communication: Definition and Principles
104(2)
Technical Level
105(1)
Formal Level
105(1)
Informal Level
105(1)
Types of Nonverbal Communication and Their Effects on Business Communication
106(11)
Facial Expressions and Eye Contact
106(3)
Other Body Movements and Gestures
109(1)
Clothing and Personal Appearance
110(2)
Distance and Personal Space
112(3)
Physical Environment
115(1)
Time
116(1)
Nonverbal Status Symbols in Business
117(4)
Technology Update
117(4)
Nonverbal Messages and International Business Transactions
121(1)
Immediacy Behaviors
122(1)
Improving Nonverbal Skills
122(2)
Awareness Check: Nonverbal Symbols Across Cultures
123(1)
Summary
124(1)
Communicating for Results Online
125(1)
Checkpoints
125(1)
InfoTrac College Edition Exercise: Culture and Nonverbal Behaviors
125(1)
Overcoming Obstacles to Organizational Communication
126(28)
Communicator Anxiety
128(6)
Situational Anxiety
128(1)
Ethical Dilemma
129(1)
Technology Update
130(1)
Trait Anxiety
131(2)
Awareness Check: Positive Imagery
133(1)
Inadequate Preparation
134(1)
Vague Instructions
135(5)
Awareness Check: Giving Instructions
135(5)
Jumping to Conclusions
140(1)
Awareness Check: Facts Versus Inferences
141(1)
Bypassing
141(2)
Awareness Check: Meanings of Terms
142(1)
Sexual Harassment
143(2)
Communication Technology
145(7)
E-mail
147(1)
Electronic Meetings
148(1)
Communication Situation: Hasty Resignation
149(3)
Summary
152(1)
Communicating for Results Online
153(1)
Checkpoints
153(1)
InfoTrac College Edition Exercise: James McCroskey
153(1)
Basic Information for All Types of Interviews
154(20)
Ethical Dilemma
156(1)
Types of Interviews
156(5)
Counseling Interview
156(1)
Employment Interview
156(1)
Exit Interview
156(1)
Grievance or Confrontation Interview
157(1)
Group Interview
157(1)
Informational Interview
158(1)
Interrogation Interview
159(1)
Media Interview
159(1)
Performance Review
160(1)
Persuasive Interview
160(1)
Basic Interview Organization
161(2)
Opening Phase
161(1)
Question--Response Phase
162(1)
Closing Phase
163(1)
Using Questions Effectively in the Interview
163(9)
Determine the Types of Questions to Ask
163(4)
Awareness Check: Types of Questions
167(1)
Decide How to Best Organize Questions
167(2)
Be Prepared to Answer Questions
169(2)
Technology Update
171(1)
Communication Situation: Performance Review
171(1)
Summary
172(1)
Communicating for Results Online
173(1)
Checkpoints
173(1)
InfoTrac College Edition Exercise: Interviewing
173(1)
The Employment Interview
174(32)
Ethical Dilemma
176(1)
Responsibilities of the Interviewee
176(19)
Investigate the Employment Market
176(1)
Prepare a Conventional Paper Resume
177(4)
Prepare a Scannable Resume
181(3)
Prepare and E-mail (ASCII) Resume
184(1)
Technology Update
184(3)
Prepare a Web (HTML) Resume
187(1)
Prepare a Letter of Application
188(1)
Have a Positive Attitude
189(1)
Communicate and Dress for the Occasion---Impression Management
189(2)
Be Prepared for Any Type of Interview
191(2)
Carefully Plan Answers to Probable Questions
193(1)
Be Prepared with Questions to Ask the Interviewer
194(1)
Be Prepared to Follow Up the Interview
195(1)
Send a Thank-You Note or Card
195(1)
Responsibilities of the Interviewer
195(9)
Communicate with the Interviewee Before the Interview
195(1)
Plan the Environment
196(1)
Organize the Interview Carefully
196(3)
Ask Only Lawful Questions
199(1)
Awareness Check: Lawful and Unlawful Questions
200(1)
Listen Carefully to the Interviewee
201(1)
Clarify and Verify Responses; Avoid False Inferences
202(1)
Communication Situation: Employment Interview
202(2)
Summary
204(1)
Communicating for Results Online
205(1)
Checkpoints
205(1)
InfoTrac College Edition Exercise: Articles on Leaders and Leadership
205(1)
Small-Group Communication and Problem Solving
206(24)
Definition of a Small Group
208(1)
Use and Value of Teams in the Effective Organization
209(1)
Ethical Dilemma
209(1)
Technology Update
210(1)
Characteristics of Effective Problem-Solving Teams
210(5)
Effective Teams Are Well Organized
210(1)
Effective Teams Receive Periodic Training
210(1)
Effective Teams Examine Assumptions and Opinions
211(1)
Effective Teams Evaluate Possible Solutions
212(1)
Effective Teams Avoid Groupthink
212(1)
Effective Teams Manage Cultural Diversity
213(1)
Effective Teams Operate Virtually
214(1)
The Basic Problem-Solving Procedure
215(10)
Step 1: Define the Problem
215(2)
Step 2: Research and Analyze the Problem
217(1)
Step 3: Establish a Checklist of Criteria
218(3)
Awareness Check: Use of Criteria
221(1)
Step 4: List Possible Alternatives
221(3)
Step 5: Evaluate Each Alternative
224(1)
Step 6: Select the Best Alternative
225(1)
Selecting the Group Format
225(3)
Communication Situation: Group Discussion
226(2)
Summary
228(1)
Communicating for Results Online
229(1)
Checkpoints
229(1)
InfoTrac College Edition Exercise: Articles on Leaders and Leadership
229(1)
Participation and Leadership in Small Groups
230(20)
Effective Team Participation
232(4)
Committed Members
232(1)
Ethical Dilemma
233(2)
Communication Skills for Members
235(1)
Effective Team Leadership
236(9)
Trait Theory of Leadership
236(2)
Awareness Check: Leadership Trait Questionnaire
238(1)
Function Theory of Leadership
238(1)
Awareness Check: Leadership Function Questionnaire
239(1)
Three-Dimension Theory of Leadership
239(2)
Situational Contingency Theory of Leadership
241(1)
Awareness Check: Least Preferred Coworker (LPC) Measure
241(2)
Situational Leadership Theory
243(1)
Awareness Check: Situational Leadership Questionnaire
244(1)
Transformational Leadership
244(1)
Awareness Check: Charisma Quotient
245(1)
Leader Responsibilities
245(3)
Technology Update
246(1)
Communication Situation: Teamwork
247(1)
Summary
248(1)
Communicating for Results Online
249(1)
Checkpoints
249(1)
InfoTrac College Edition Exercise: New Information on Leaders and Leadership
249(1)
Informative Presentations
250(26)
Ethical Dilemma
252(1)
Basic Types of Oral Presentations
252(1)
Informative Presentations: Overview
253(2)
Types of Informative Presentations
253(1)
Characteristics of High-Quality Informative Presentations
254(1)
Basic Outline for Informative Presentations
254(1)
Informative Presentations: Preparation Steps
255(16)
Step 1: Carefully Analyze Your Potential Listeners
255(1)
Step 2: Identify the General Topic
256(1)
Step 3: Write Your Exact Purpose in One Sentence
256(2)
Step 4: Plan the Body of the Presentation
258(2)
Awareness Check: Organization Patterns
260(6)
Step 5: Prepare the Conclusion and Introduction
266(3)
Step 6: Practice Using Your Speaking Notes and Visual Aids
269(1)
Technology Update
269(2)
Informative Presentations: Delivery Methods
271(4)
Speaking from Memory
272(1)
Speaking from Outlined Notes (Extemporaneous Speaking)
272(1)
Speaking from Visual Aids
273(1)
Speaking from a Manuscript
273(1)
Impromptu Speaking
273(1)
Communication Situation: Student and Professional Informative Presentations
274(1)
Summary
275(1)
Communicating for Results Online
275(1)
Checkpoints
275(1)
InfoTrac College Edition Exercise: Public Speaking
275(1)
Researching, Supporting, and Delivering Your Ideas
276(22)
Ethical Dilemma
278(1)
Researching Your Topic
278(7)
Printed Materials
278(1)
Commercial Databases
279(1)
The Internet
280(3)
Technology Update
283(1)
Personal Interviews
283(2)
Verbal Supporting Materials
285(6)
Explanations
285(1)
Comparisons
285(2)
Illustrations
287(1)
Examples
288(1)
Statistics
289(1)
Expert Opinions
290(1)
Improving Delivery
291(5)
Awareness Check: Supporting Materials
292(1)
Delivery and Nonverbal Behavior
292(1)
Delivery and Voice
293(1)
Delivery and Language
294(1)
Maintaining a Confident Delivery
295(1)
Summary
296(1)
Communicating for Results Online
297(1)
Checkpoints
297(1)
InfoTrac College Edition Exercise: Stylistic Devices
297(1)
Professional Visual Aids
298(34)
Benefits of Using Visual Aids
300(2)
Visual Aids Improve Listener Memory
300(1)
Visual Aids Speed Comprehension
301(1)
Ethical Dilemma
301(1)
Visual Aids Add to Speaker Credibility
302(1)
Types of Visual Aids
302(4)
Electronic/Multimedia Presentations
302(1)
Overhead Transparencies
303(1)
35mm Slides
303(1)
Flip Charts and Posters
304(1)
Objects, Models, and Handouts
304(1)
Markerboards and Chalkboards
305(1)
Audiovisual Aids
305(1)
Technology Update
306(1)
Selecting and Designing Your Visual Aids
306(7)
Choosing Text or Graphic Visuals
306(1)
Deciding How Many Visuals to Use
306(5)
Using the Correct Type Size and Typeface
311(2)
Preparing Quality Text Visuals
313(2)
Design Rules for Text Visuals
313(2)
Preparing Quality Graphic Visuals
315(6)
Organization Charts and Flowcharts
315(1)
Diagrams and Schematics
315(1)
Maps
316(2)
Graphs
318(1)
Design Rules for Graphic Visuals
318(3)
General Design Principles
321(2)
Visual Aids and Color
323(1)
Quality Color Visuals
323(1)
Final Thoughts on Color
324(1)
Creating Visual Aids with Microsoft® PowerPoint®
324(6)
Summary
330(1)
Communicating for Results Online
331(1)
Checkpoints
331(1)
InfoTrac College Edition Exercise: PowerPoint Presentations
331(1)
Persuasive Presentations: Individual or Team
332(29)
Ethical Dilemma
334(1)
Persuasive Presentations: Definitions and Types
334(1)
Persuasion Defined
334(1)
Types of Persuasive Presentations
334(1)
Persuasive Presentations in Business
335(1)
Persuasive Presentations: Theory
335(13)
Evidence and Logic of the Message
336(5)
Credibility of the Speaker
341(3)
Psychological Needs of the Listeners
344(1)
Awareness Check: Identifying Basic Needs
345(2)
Opinions of Key Listeners
347(1)
Technology Update
348(1)
Persuasive Presentations: Preparation Steps
348(8)
Step 1: Analyze Your Expected Listeners and Their Needs
348(1)
Step 2: Write Your Exact Purpose as a Position Statement
348(2)
Step 3: Determine Your Initial Credibility and Plan to Increase it If Necessary
350(1)
Step 4: Research Your Topic and Choose the Best Method for Presenting Evidence to This Audience
350(1)
Step 5: Decide How to Organize Your Presentation for the Best Effect
350(4)
Step 6: Prepare an Outline or Storyboards to Check Your Verbal and Visual Supports, Introduction, and Conclusion
354(1)
Step 7: Review Your Presentation to Ensure It Is Ethical
354(1)
Step 8: Practice Your Presentation to Gain Confidence
355(1)
Team Presentations
356(2)
Effective Team Presentations
356(1)
Adapting Team Presentations to the Media
357(1)
Communication Situation: Student Persuasive Presentation
358(1)
Summary
358(1)
Communicating for Results Online
359(1)
Checkpoints
359(1)
InfoTrac College Edition Exercise: The Power of Persuasion
359(2)
Answers to Awareness Check Quizzes361(6)
References367(22)
Photo Credits389(2)
Author Index391(10)
Subject Index401

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