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Book Synopsis.
Trade ReviewCulturally competent text that teaches how to communicate in any form. Very easy to read! * Kenneth Chapman, University of Oklahoma *
Something new and very readable. It will hold student attention better than any of the other such texts. * Daniel Paul Schwartz, SUNY Buffalo State College *
Timely, engaging, and relevant. It encourages students to build their own skills to become more competent workplace communicators. * Jennifer Keohane, University of Baltimore *
Part business communication, part business psychology, part business ethics, and part self-actualization * all necessary for today's aspiring business professional.Sean Flannery, Immaculata University *
It is an enjoyable read for students. It is laced with concepts and theories in a manner that is engaging and thought provoking. * Karley Goen, Tarleton State University *
The case examples keep the students interested and everything I read is accurate and easy to understand...your students would benefit from this text! * Melissa Rice, Immaculata University *
A thorough look at business communication from a practical perspective * one that explores the hows AND the whys.Paul Hemenway, Lamar University *
Table of ContentsBrief Contents Preface 1. Communication: How It Works 2. Communication Competence: A Model for Success 3. Power: The Inescapable Dynamic 4. Balancing Power: Communication Strategies Good and Bad 5. Communication Climate: Positively Critical 6. Listening: More Than Meets the Ear 7. Social Media and Interviewing: On Your Way to Work 8. Conflict Management: A Common Experience 9. The Nature of Groups: Working with Others 10. Competent Leadership: A Process More Than a Person 11. Work Teams: A Special Type of Group 12. Meetings: A Perpetual Challenge 13. Business Writing: Representing Yourself with Words 14. Developing and Organizing Business Presentations 15. Critical Thinking and Supporting Materials 16. Visual Aids and Delivery Glossary References Credits Index Chapter 1: Communication: How It Works COMMUNICATION MYTHS Myth 1: More Communication Equals Better Communication Myth #2: 93% of Message Meaning is Conveyed Nonverbally Myth 3: Communication Is a Cure-All DEFINING COMMUNICATION Communication Is Transactional: Beyond Information Exchange Communication Is a Process: The Continuous Flow Communication Is Sharing Meaning: Making Sense --Verbal Sharing: Telling It Like It Isn't --Nonverbal Sharing: Wordless Challenges SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS Chapter 2. Communication Competence Model COMMUNICATION COMPETENCE MODEL Appropriateness: Communication Is Audience-Centered --Rules: Explicit and Implicit --Rule Violations: Consequential Effects Effectiveness: Achieving Goals --Degrees of Effectiveness: From Deficiency to Proficiency --We-Orientation: Audience-Centeredness Achieving Communication Competence: Five Ways --Knowledge: Learning the Rules --Skill: Showing, Not Just Knowing --Sensitivity: Receptive Accuracy --Commitment: A Passion for Excellence --Ethics: The Right and Wrong of Communication CULTURE AND COMMUNICATION COMPETENCE Individualism-Collectivism: The Prime Directive --General Description: The Me-We Dimension --Communication Differences: Direct Versus Indirect Styles Cross-Cultural Guidelines: Quick Tips BOX 2-1 Self-Assessment: Be Ye Individualist or Collectivist? SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEO Chapter 3. Power: The Inescapable Dynamic THE NATURE OF POWER Forms of Power: Dominance, Prevention, and Empowerment Communication Indicators of Power --General Indicators: Defining, Following, and Inhibiting --Verbal Indicators: Language Choices --Nonverbal Indicators: Silent Exercise of Power --Status Cues: Virtual Groups Power Resources: Raw Materials of Influence --Information: Good and Plenty --Expertise: Information Plus Know-How --Legitimate Authority: When to Comply and When to Defy --Rewards and Punishments: What Works Best? --Personal Qualities: A Powerful Persona CONSEQUENCES OF POWER IMBALANCES Sexual Harassment: When "Flirting" Is Hurting Bias Against Women and Ethnic Minorities: Leadership Gap Workplace Bullying: Verbal and Nonverbal Aggression POWER-DISTANCE: CULTURAL VARIATION General Description: Horizontal and Vertical Cultures Communication Differences: With Whom May You Communicate? SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS Chapter 4. Balancing Power: Communication Strategies Good and Bad DOMINANCE-PREVENTION POWER STRUGGLES Defiance: Digging in Your Heels Resistance: Dragging Your Feet --Minimum Effort: How Slow Can You Go? --Strategic Stupidity: Smart People Acting Dumb --Loss of Motor Function: Conscious Carelessness --The Misunderstanding Mirage: Confusion Illusion --Selective Amnesia: Fake Forgetfulness --Tactical Tardiness: Late by Design --Purposeful Procrastination: Deliberate Delays EMPOWERMENT ENHANCEMENT Developing Assertiveness: Confidence and Skill BOX 4-1 Stand Up, Sit Down: An Exercise in Assertiveness Forming Coalitions: Gaining Allies Increasing Personal Power Resources: Expanding Choices SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS Chapter 5. Communication Climate: Positively Critical CREATING POSITIVE COMMUNICATION CLIMATES The Negativity Bias: A Major Impediment Emphasizing the Positive: The "Magic Ratio" Offering Praise and Recognition: The Essential Building Blocks Cultivating Collaboration: Working Together Defensive and Supportive Communication: Shaping Climates BOX 5-1 Self-Assessment: Reactions to Defensive and Supportive Communication Criticism Versus Description --Control Versus Problem Orientation --Manipulation Versus Assertiveness --Indifference Versus Empathy --Superiority Versus Equality --Certainty Versus Provisionalism --Incivility Versus Civility DEVELOPING TRUST: TOUGH TO GAIN, EASY TO LOSE SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS Chapter 6. Listening: More Than Meets the Ear THE LISTENING PROCESS Hearing: Receiving Raw Data Understanding: Shared Meaning Remembering: Not an Easy Task Interpreting: Message Perception Evaluating: Separating Fact from Fiction Responding: Giving Feedback TYPES OF LISTENING Discriminative Listening: Deciphering Speech Sounds Comprehensive Listening: Understanding Messages Informational Listening: Learning Critical Listening: Analysis Not Criticism Empathic Listening: Caring and Sharing LISTENING PROBLEMS AND SOLUTIONS Noise: Four Types Unfocused Listening: Mindlessness and Multitasking Pseudolistening: Faking It Shift Response: Conversational Narcissism Competitive Interrupting: Seizing the Floor Ambushing: Preparing Rebuttals SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS Chapter 7. Social Media and Interviewing: On Your Way to Work ONLINE NETWORKING LinkedIn: The Professional Social Network Creating a Powerful LinkedIn Profile --Compose a Compelling Headline --Provide a Profile Picture: Don't Be Camera Shy --Personalize Your URL: It's the Little Things --Craft a Strong Summary: Tell Your Story --Get Recommendations on the Spot INTERVIEW PREPARATION Researching the Company: Vision, Mission, and Values Using the PREP Method: Matching Background to Company Values KNOW YOUR VALUE: A SUBJECTIVE INVENTORY INTERVIEW QUESTIONS: TWO TYPES Behavioral Interview Questions Situational Interview Questions PEP TALK: CHECK YOUR MINDSET THE INTERVIEW: SEVERAL FORMATS One-on-One Interview Screening Interview Panel Interview INTERVIEW FOLLOW-UP Express Gratitude: Pen a Worthy Thank-you Send a Follow-up Note: Remain Patient Get Better: Seek Feedback SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS Chapter 8. Conflict Management: A Common Experience NATURE OF CONFLICT Definition: Incompatible, Interconnected Struggle Destructive or Constructive Conflict: Communication Differences COMMUNICATION STYLES OF CONFLICT MANAGEMENT Confrontation: Directly Addressing the Problem Integration: Seeking Joint Gains Smoothing: Calming Troubled Waters Accommodating: Yielding Compromising: Halving the Loaf Avoiding: Withdrawing Competing: Power-Forcing SITUATIONAL FACTORS Task Conflict: Routine or Nonroutine Relationship Conflict: It's Personal Values Conflict: Deeply Felt Struggles Dealing with Difficult Co-workers: Bad Apple Spoilage ANGER MANAGEMENT Constructive and Destructive Anger: Intensity and Duration Managing Your Anger at Work: Taking Control Managing the Anger of Coworkers: Communication Jujitsu VIRTUAL COMMUNICATION AND CONFLICT SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS Chapter 9. The Nature of Groups: Working with Others THE STRUCTURE OF GROUPS Group Size: Influencing Structure Groups Versus Organizations: Structural Differences Task and Social Dimensions: Productivity and Cohesiveness Norms: Rules Governing Group Behavior --Types of Norms: Explicit and Implicit --Conforming to Norms: Being Liked and Being Right Roles: Expected Patterns of Behavior Structured Problem Solving: Standard Agenda --Problem Identification: What Is the Question? --Problem Analysis: Doing the Research --Solution Criteria: Setting Standards --Solution Suggestions: Generating Alternatives --Solution Evaluation and Selection: Deciding by Criteria --Solution Implementation: Follow-Through Decision Making Rules --Majority Rule: Tyrannical or Practical --Minority Rule: Several Types --Unanimity Rule: Consensus CREATIVE PROBLEM SOLVING Conditions for Creativity: Preliminaries Creative Communication Techniques: Systemic Procedures --Brainstorming: Generating Lots of Ideas --Nominal Group Technique: Limited Interaction SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS Chapter 10. Competent Leadership: A Process More Than a Person DEFINITION OF LEADERSHIP Difference #1: Positional versus Interpersonal Influence Difference #2: Maintaining versus Changing Differences Not Categorically Exclusive: Matter of Emphasis Leadership and Followership: Let's Dance LEADER EMERGENCE Two Phases of Emergence Virtual Group Leader Emergence Additional Factors: Implicit Theories of Leadership COMPETENT LEADERSHIP PERSPECTIVES Traits: Marginal Enlightenment BOX 10-1 Self-Assessment: What Is Your Leadership Style Preference? Situational Leadership: Be Agile Servant Leadership: Ethical Necessity Leadership Across Cultures: Few Universals VIRTUAL GROUP LEADERSHIP SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS Chapter 11. Work Teams: A Special Type of Group DEFINITION OF A TEAM TEAM MEMBER COMPOSITION Team Builders: Diverse, Complementary Skill Sets --Diversity: An Amalgamation --Communication Training: Developing Members' Competence Team Slayers: Bad Attitudes and Communication Behaviors --Egocentrism: Me-Deep in Omnipotence --Cynicism: Communicating a Can't-Do Attitude --Abuse: Incompetent Communication That Kills Teams BUILDING TEAMWORK Developing Team Goals: The Four C's --Clear Goals: Everyone on the Same Page --Cooperative Goals: Interdependent Effort --Challenging Goals: Denting the Universe --Commitment to Goals: A Passion to Succeed Developing a Team Identity: Unifying Members --Symbolic Convergence: Communicating Fantasy Themes --Solidarity Symbols: Unifying Creatively --Team Talk: The Language of We? Designating Roles: Beware of Duplication Team Empowerment: Enhancing Members' Capabilities --Definition of Empowerment: Four Dimensions --Hierarchical Organizations: The Enemy of Team Empowerment --Self-Managing Work Teams: The IDEO Model --Leadership and Empowerment: Some Supervision Required BOX 11-1 Typical Characteristics of Empowered Teams Establishing Individual Accountability: Providing Feedback VIRTUAL TEAMS SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS Chapter 12. Meetings: A Perpetual Challenge MEETING PREPARATION: A LEADER'S JOB Clarify the Purpose: Avoid Aimlessness Create an Effective Agenda: Simple Steps Get There First: Remember Murphy's Law CONDUCTING A MEETING Begin on Time, End on Time: Punctuality is a Virtue Communicate Ground Rules: Avoid Chaos Stay on Track: Parking Lots, Jellyfish, and Perception Checks Concluding Meetings: Do Not End with a Whimper After the Meeting: Clean-up Time PARTICIPATING IN A MEETING Belong or Be Gone Be Prepared: Don't Act Like a Potted Plant WAIT: Avoid Stage Hogging Be Attentive: Silence Can Be Golden VIRTUAL MEETINGS Pros and Cons: A Mixed Bag Facilitating Virtual Meetings: New Challenges Participating Virtually: Unusual Considerations SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS Chapter 13. Business Writing: Representing Yourself with Words WRITING VS. CONVERSING THE CASE FOR WRITING WELL The High Cost of Weak Writing Skill Business Writing Is an Occupational Requirement COMPETENT BUSINESS WRITING Types: So Many Options Audience Analysis: Good Writers Respect Their Readers Write Well: Choose Your Words Wisely Writing Pre-work: Step Away from the Keyboard ANATOMY OF AN EMAIL The Set-Up The Body --Opening: Consider Formality --Lead with the Most important Information --The Close The Close --Cultural Variations CAREFUL COMPOSITION Tone: Difficult Writing Challenge --Tone and Texting --Tone and Email Spelling/Grammar 101 SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS Chapter 14. Developing and Organizing Business Presentations ADDRESSING SPEECH ANXIETY Causes: Dysfunctional Anxiety --Catastrophic Thinking: Fear of Failure --Perfectionist Thinking: No Mistakes Permitted --The Illusion of Transparency: Being Nervous about Looking Nervous --Novelty of the Speaking Situation: Fear of the Unknown Strategies: Managing Anxiety --Prepare and Practice: Novelty to Familiarity --Gain Perspective: Rational Thinking --Communication Orientation: Reframing AUDIENCE ANALYSIS Types of Audiences --Captive Audience: Disengaged Listeners --Committed Audience: Agreeable Listeners --Contrary Audience: Hostile Listeners --Concerned Audience: Eager Listeners --Casual Audience: Unexpected Listeners Audience Type and Persuasion Audience Composition --Age: Generation Gap --Gender: The Importance of Inclusivity --Ethnicity and Culture: Sensitivity to Diversity --Group Size: It Makes a Difference How to Analyze Your Audience Other Considerations ORGANIZATION The Introduction: How to Begin --Make a Clear Purpose Statement: Provide Intent --Establish Topic Significance --Establish Your Credibility --Preview Your Main Points The Body --Organizational Patterns: Several Choices --Transitions: Making Connections The Conclusion --The Speech Summary: Pulling It Together --Call to Action: The Persuasive Finish --Final Thought Q&A: They Have Questions, You Have Answers You're on Mute: Tips for Presenting Virtually Hybrid Presentations: Upping the ante SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS Chapter 15. Critical Thinking and Supporting Materials EXAMPLES Types of Examples --Hypothetical Examples: It Could Happen --Real Examples: It Did Happen --Brief and Extended Examples: Timing and Impact Making Examples Effective --Use Relevant Examples: Stay on Point --Choose Vivid Examples: Create Strong Images --Stack Examples: When One Is Not Enough STATISTICS Make Statistical Comparisons: Gain Perspective Use Statistics Sparingly: Don't Overwhelm TESTIMONY Testimony of Experts: Relying on Those in the Know Testimony of Nonexperts: Ordinary Folks Adding Color to Events Using Testimony Effectively: Beyond Quoting --Quote or Paraphrase Accurately: Be Ethical --Quote Experts Only in Their Field: No Generic Experts EVALUATING SUPPORTING MATERIALS Credibility: Is It Reliable and Valid? --Biased Source: Something to Gain --Incomplete Source Citation: Something to Hide? Relevance: Does It Follow? --Ad Hominem Fallacy: Diversionary Tactic --Ad Populum Fallacy: Arguing from Popular Opinion Sufficiency: Got Enough? --Self-Selected Sample: Partisan Power --Inadequate Sample: Large Margin of Error --Hasty Generalization: Arguing from Example --Correlation as Causation: How Related? SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS Chapter 16. Visual Aids and Delivery BECOMING VISUAL Types of Visual Aids: Making Appropriate Choices --Objects and Models: Keeping It Real --Charts, graphs and diagrams: Delivering Data Visually --Maps: Places and Processes --Tables: Factual and Statistical Comparisons --Photographs and Images: Very Visual Aids Choosing Media: Showcasing Your Visual Aids --Whiteboards and Flip Charts: Visual Aids On the Go --Handouts: Information To-Go --Video Excerpts: Visual Power --Projection Options: Blowing It Up --Computer-Assisted Presentations --Slide Design: The Basics --Pairing Visual Aids: The Power of Partnership DELIVERING THE GOODS Delivery Method: One Type Doesn't Fit All Occasions --Manuscript Speaking: Prepared text --Memorized Speaking: When a Manuscript Won't Do --Impromptu Speaking: Off-the-Cuff Presentations --Extemporaneous Speaking: A Conversational Combination Developing Competent Delivery --Eye Contact: Connecting with Your Audience --Voice: Developing Vocal Variety BOX 16-1: Voice Exercise --Fluency: Avoiding Excessive Vocal Fillers --Speaking Rate: Finding the Right Pace --Articulation and Pronunciation: Striving for Clarity of Speech --Physical Delivery: Finding the Right Balance Nonverbally --Distracting Behaviors: Avoiding Interference --Audience-Centered Delivery: Matching the Context Delivery of Visual Aids --Make Aids Visible --Quality Over Quantity --Get Out of the Way --Put the Aid Out of Sight When Not in Use --Practice With Aids SUMMARY FILM SCHOOL CASE STUDIES TED TALKS AND YOUTUBE VIDEOS
