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Communicating at Work : Principles and Practices for Business and the Professions

ISBN: 9780070004788 | 0070004781
Edition: 5th
Format: Paperback
Publisher: McGraw Hill College Div
Pub. Date: 1/1/1996

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SummaryTable of Contents
The leading text in business communication, "Communicating at Work" takes a pragmatic approach that features a strong multicultural focus, a heavy emphasis on effective presentations, and a pedagogical program that is designed to encourage group activities and skill building. That, plus clear writing and effective use of tables, make the text an excellent teaching tool.
Prefacexiii
PART I BASICS OF BUSINESS AND PROFESSIONAL COMMUNICATION1(62)
1. Communicating at Work
3(30)
The Importance of Communica... MORE
4(2)
The Nature of Communication
6(6)
The Process of Communication
6(4)
Communication Principles
10(2)
Using Communication Networks
12(8)
Formal Communication Networks
12(4)
Informal Communication Networks
16(4)
Choosing the Optimal Communication Channel
20(9)
Face-to-Face Communication
20(2)
Teleconferencing
22(1)
Telephone and Voice Mail
23(2)
Written Communication
25(2)
Which Channel to Use
27(2)
Summary
29(1)
Resources
30(3)
2. Communication, Culture, and Work
33(32)
Cultural Diversity and Communication
35(20)
The Nature of Culture
36(1)
Cultural Differences in International Business
36(7)
Co-cultural Dimensions of a Diverse Society
43(4)
Fundamental Dimensions of Cultural Diversity
47(4)
Communicating across Diversity
51(4)
Organizational Culture
55(6)
Dimensions of Organizational Culture
56(1)
Creating and Maintaining Organizational Cultures
57(1)
Organizational Culture and Career Planning
58(3)
Summary
61(1)
Resources
61(2)
PART II PERSONAL SKILLS63(158)
3. Verbal and Nonverbal Messages
65(32)
Verbal Messages
67(12)
Clarity and Ambiguity
68(5)
Inflammatory Language
73(2)
Male and Female Language Use
75(4)
Sexual Harassment
79(2)
Avoiding Accusations of Sexual Harassment
79(1)
Responding to Sexual Harassment
80(1)
Nonverbal Communication
81(13)
Characteristics of Nonverbal Communication
83(2)
Types of Nonverbal Communication
85(9)
Summary
94(1)
Resources
95(2)
4. Listening
97(24)
The Importance of Listening
98(2)
Barriers to Effective Listening
100(8)
Physiological Barriers
102(1)
Environmental Barriers
102(1)
Attitudinal Barriers
102(1)
Faulty Assumptions
103(2)
Sociocultural Differences
105(2)
Lack of Training
107(1)
Approaches to Listening
108(4)
Passive Listening
108(1)
Paraphrasing
109
Questioning
108
Reasons for Listening
112(6)
Listening for Information
112(2)
Evaluative Listening
114(1)
Listening to Help
115(3)
Summary
118(1)
Resources
119(2)
5. Interpersonal Skills
121(34)
Building Positive Relationships
122(8)
Communication Climate
123(5)
Giving Praise
128(2)
Dealing with Criticism
130(3)
Offering Constructive Criticism
130(1)
Responding Nondefensively to Criticism
131(2)
Managing Conflict
133(8)
Approaches to Conflict
134(3)
Handling Conflicts Assertively
137(4)
Negotiating Skills
141(10)
Negotiation Styles and Outcomes
141(9)
Which Negotiating Style to Use
150(1)
Summary
151(1)
Resources
152(3)
6. Principles of Interviewing
155(28)
Planning the Interview
157(11)
Define the Goal
157(1)
Identify and Analyze the Other Party
158(2)
Prepare a List of Topics
160(1)
Choose the Best Interview Structure
161(1)
Consider Possible Questions
162(4)
Organize Questions Effectively
166(1)
Arrange the Setting
167(1)
Conducting the Interview
168(7)
Opening
169(2)
Body
171(3)
Closing
174(1)
The Ethics of Interviewing
175(2)
Obligations of the Interviewer
175(1)
Obligations of the Interviewee
176(1)
Sample Interview Plan
177(4)
Summary
181(1)
Resources
181(2)
7. Types of Interviews
183(38)
The Information-Gathering Interview
184(3)
Collect Background Information
185(1)
Define Interview Goals and Questions
186(1)
Choose the Right Interviewee
187(1)
The Employment Interview
187(20)
Preinterview Steps
188(6)
Conducting the Interview
194(7)
Postinterview Follow-up
201(2)
Interviewing and the Law
203(4)
Sample Selection Interview
207(5)
The Performance Appraisal Interview
212(7)
Definition and Importance
212(2)
Styles of Appraisal Interviewing
214(1)
Steps in the Appraisal Process
215(4)
Summary
219(1)
Resources
219(2)
PART III WORKING IN GROUPS221(64)
8. Working in Teams
223(38)
Characteristics of Work Teams
225(2)
Size
225(1)
Interaction
226(1)
Interdependence
226(1)
Duration
227(1)
Goal-Directedness
227(1)
Approaches to Working in Groups and Teams
227(11)
Centralized Leadership
227(4)
Self-Directed Work Teams
231(5)
Leadership Emergence
236(2)
Problem-Solving Communication
238(9)
Systematic Problem Solving
238(4)
Stages in Group Problem Solving
242(2)
Decision-Making Methods
244(3)
Effective Communication in Groups and Teams
247(11)
Recognize Both Group and Personal Goals
247(2)
Promote Desirable Norms
249(2)
Make Sure All Necessary Functional Roles Are Filled
251(2)
Promote an Optimal Level of Cohesiveness
253(3)
Avoid Excessive Conformity
256(1)
Encourage Creativity
257(1)
Summary
258(1)
Resources
259(2)
9. Effective Meetings
261(24)
Types of Meetings
264
Information Sharing
264(1)
Problem Solving or Decision Making
264(1)
Ritual Activities
265
Planning a Problem-Solving Meeting
260
When to Hold a Meeting
260
Setting an Agenda
268(3)
Conducting the Meeting
271(11)
Beginning the Meeting
271(3)
Conducting Business
274(6)
Concluding the Meeting
280(2)
Following Up the Meeting
282(1)
Summary
282(1)
Resources
283(2)
PART IV MAKING EFFECTIVE PRESENTATIONS285(162)
10. Developing the Presentation
287(20)
Establishing a Purpose
290(3)
General Purpose
290(1)
Specific Purpose
291(2)
Developing the Thesis
293(2)
Analyzing the Situation
295(8)
Analyzing the Audience
295(5)
Analyzing Yourself as the Speaker
300(1)
Analyzing the Occasion
301(2)
Summary
303(1)
Resources
304(3)
11. Organizing Your Ideas
307(26)
The Importance of Clear Organization
309(2)
Gathering Ideas and Material
311(2)
Organizing the Body
313(6)
Identify Main Points and Subpoints
313(1)
Choose the Best Organizational Pattern
313(4)
Rules for Main Points
317(2)
Planning the Introduction
319(6)
Functions of the Introduction
320(1)
Types of Opening Statements
321(4)
Planning the Conclusion
325(2)
Functions of the Conclusion
325(1)
Types of Closing Statements
326(1)
Adding Transitions
327(4)
Functions of Transitions
327(2)
Characteristics of Effective Transitions
329(2)
Summary
331(1)
Resources
331(2)
12. Verbal and Visual Support in Presentations
333(34)
Functions of Supporting Material
334(2)
Clarity
335(1)
Interest
336(1)
Proof
336(1)
Verbal Support
336(8)
Examples
336(2)
Stories
338(1)
Statistics
339(2)
Comparisons
341(2)
Citations
343(1)
Visual Aids
344(20)
Types of Visual Aids
346(6)
Media for Presenting Visual Aids
352(7)
Computer-Assisted Design of Visual Aids
359(2)
Rules for Using Visual Aids
361(3)
Summary
364(1)
Resources
365(2)
13. Delivering the Presentation
367(24)
Types of Delivery
368(4)
Manuscript Presentations
368(1)
Memorized Presentations
369(1)
Extemporaneous Presentations
370(1)
Impromptu Presentations
371(1)
Guidelines for Delivery
372(8)
Visual Elements
373(2)
Verbal Elements
375(2)
Vocal Elements
377(2)
Speaking on Camera
379(1)
Question-and-Answer Sessions
380(3)
When to Answer Questions
380(1)
How to Manage Questions
381(2)
Speaking with Confidence
383(5)
Accept a Moderate Amount of Nervousness
384(1)
Speak More Often
385(1)
Rehearse Your Presentation
385(1)
Think Rationally about Your Presentation
386(2)
Summary
388(1)
Resources
389(2)
14. Informative, Group, and Special-Occasion Speaking
391(28)
Informative Presentations
392(8)
Strategies for Effective Infromative Speaking
393(4)
Organizing Informative Messages
397(3)
Sample Informative Presentation
400(6)
Group Presentations
406(5)
Organizing a Group Presentation
407(1)
Using Time Effectively
408(1)
Planning an Introduction, Conclusion, and Transitions
409(1)
Managing Audience Questions
410(1)
Delivering a Group Presentation
411(1)
Special-Occasion Speeches
411(6)
Welcoming Remarks
411(1)
Introductions
412(2)
Presentation of an Award
414(1)
Acceptance of an Award
414(1)
Tribute to a Person or Institution
415(2)
Summary
417(1)
Resources
417(2)
15. Persuasive Presentations
419(28)
Ethical Persuasion Defined
420(3)
Types of Persuasive Presentations
423(1)
Sales Presentations
423(1)
Proposals
423(1)
Motivational Speeches
423(1)
Goodwill Speeches
423(1)
Persuasive Strategies
424(6)
Appeal to the Needs of Your Audience
424(1)
Have a Realistic Goal
425(1)
Focus Appeals on Critical Audience Segment
426(1)
Defer Thesis with Hostile Audience
427(1)
Present Ample Evidence to Support Claims
427(1)
Consider Citing Opposing Ideas
428(1)
Adapt to the Cultural Style of Your Audience
429(1)
Maximizing Speaker Credibility
430(3)
Demonstrate Your Competence
430(1)
Earn the Trust of Your Audience
431(1)
Emphasize Your Similarity to the Audience
432(1)
Increase Your Appeal to the Audience
433(1)
Demonstrate Sincerity
433(1)
Organizing Persuasive Messages
433(7)
Problem-Solution
434(1)
Comparative Advantages
435(1)
Criteria Satisfaction
436(1)
Motivated Sequence
437(3)
Sample Persuasive Presentation
440(5)
Summary
445(1)
Resources
446(1)
Appendix: Format and Design of Written Business Messages447(21)
Glossary468(7)
Notes475(13)
Acknowledgments488(1)
Index489

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