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Business and Professional Communication : Plans, Processes, and Performance,9780205295852

Business and Professional Communication : Plans, Processes, and Performance

by ;
Edition:
1st
ISBN13:

9780205295852

ISBN10:
0205295851
Format:
Paperback
Pub. Date:
1/1/2000
Publisher(s):
Allyn & Bacon
List Price: $53.00

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Summary

Centered around the notion that all business communication aims to influence the interpretation or understanding of issues and events, this exciting text provides practical tips and applications while discussing relevant theory. The text places a strong emphasis on presentations in business settings, better preparing students for the realities of daily career life. Early chapters on interpersonal communication, small group and team communication, and the employment interview round out the text's complete approach and provide clear guidance for all communication practices in businesses and organizations.

Table of Contents

Preface ix
The Role of Communication in Business and the Professions
1(20)
What Is Communication?
4(6)
Meaning
4(3)
The Flow of Messages
7(3)
Goal of Communication
10(2)
Shared Meaning Is the Objective of Most Business and Professional Communication
10(1)
Ambiguity Is the Objective of Some Business and Professional Communication
11(1)
Precepts of Effective Communication
12(2)
The Most Powerful Communication Is Multichannel and Multidirectional
12(1)
Effective Communication Involves More Listening Than Talking
13(1)
Effective Communication Is Audience Centered
13(1)
Communication Competence
14(2)
Summary
16(5)
Dyadic and Group Communication
The Employment Interview
21(34)
The Pre-Interview Stage
22(17)
Research
22(4)
The Resume
26(10)
The Cover Letter
36(3)
The Interview Stage
39(9)
Presenting Yourself in an Employment Interview: Nonverbal Dimensions
42(1)
Presenting Yourself in an Employment Interview: Verbal Dimensions
43(5)
The Post-Interview Stage
48(3)
Getting the Job Offer
48(2)
Salary Negotiation
50(1)
Dealing With Rejection
51(1)
Summary
51(4)
Listening and Feedback in Organizational Relationships
55(19)
Recall Listening
57(3)
Motivate Yourself to Listen
57(1)
Focus on Content Rather Than Delivery
58(1)
Defer Judgment
58(1)
Take Advantage of Thought Speed
59(1)
Listen for Meaning
59(1)
Take Notes
59(1)
Empathic Listening
60(8)
Develop an Attitude of Acceptance
61(2)
Provide Feedback
63(5)
Summary
68(6)
Interpersonal Politics: Power and Sexual Harassment in Organizations
74(23)
Interpersonal Power and Politics
75(10)
The Nature of Organizational Power
75(2)
The Nature of Organizational Politics
77(5)
Creating a Power Base for Political Action: A Focus on Interpersonal Networks
82(3)
Building Interpersonal Networks: The Experience of Women and Minorities
85(3)
Barriers to the Informal Network
85(1)
Overcoming Informal Network Barriers
86(2)
Sexual Harassment: A Gross Imbalance of Power
88(5)
Formal Strategies for Managing Sexual Harassment
90(1)
Informal Strategies for Managing Sexual Harassment
90(3)
Summary
93(4)
Communicating in Organizational Groups and Teams
97(29)
Team Membership Roles
98(9)
The Leadership Role
98(6)
Membership Roles in Groups and Teams
104(3)
Decision Making in Group and Team Meetings
107(10)
Preparing and Conducting Meetings
107(3)
Decision-Making Agendas
110(2)
Discussion Techniques
112(5)
Conflict in Groups and Teams
117(5)
Too Little Conflict
117(1)
Too Much Conflict
118(4)
Summary
122(4)
Creating a Professional Presentation
Considering Audience Feedback
126(20)
Analyze the Situation
128(3)
Occasion
128(1)
Size
129(1)
Organizational Culture
130(1)
Physical Environment
130(1)
Time
130(1)
Analyze Listener Characteristics
131(10)
Demographics
131(1)
Captivity
132(1)
Predisposition toward the Speaker
133(1)
Predisposition toward the Topic
133(8)
Techniques for Analyzing the Audience
141(2)
Summary
143(3)
Preparing and Delivering Presentations
146(38)
Decide on the General Purpose
147(1)
Select a Topic
147(1)
Develop the Specific Purpose Statement
148(2)
Develop the Main Idea Statement
150(1)
Gather Supporting Material
151(2)
Examples
151(1)
Statistics
152(1)
Testimony
152(1)
Research the Topic
153(6)
Using the Library
153(1)
Using the Internet
154(4)
Conducting Interviews
158(1)
Apply the Information Learned from the Audience Analysis
159(3)
Structure the Main Ideas in the Body of the Speech
162(4)
Chronological Structure
163(1)
Spatial Structure
164(1)
Cause-Effect and Effect-Cause Structures
164(1)
Problem-Solution Structure
165(1)
Topical Structure
165(1)
Outline the Speech
166(7)
The Preparation Outline
166(6)
The Delivery Outline
172(1)
Develop the Introduction and Conclusion
173(6)
The Introduction
173(5)
The Conclusion
178(1)
Rehearsal and Delivery Considerations
179(1)
Summary
180(4)
Creating and Using Visual Aids
184(20)
Types of Visual Aids
185(9)
Objects
185(1)
Models
186(1)
Chalk Board/Marker Board/Flip Chart
186(1)
Handouts
187(1)
Photographs and Slides
187(1)
Charts and Graphs
187(6)
Videotape
193(1)
Text Visuals
193(1)
Presenting Visual Aids to the Audience
194(2)
Computer-Generated Graphics
196(3)
Integrating Computer-Generated Graphics in the Presentation
196(2)
Formatting Computer-Generated Slides
198(1)
Summary
199(5)
Types of Business and Professional Presentations
Technical Presentations
204(22)
Understanding the Audience for Technical Information
207(1)
General Guidelines for Communicating Technical Information
208(3)
Make Appropriate Work Choices
209(1)
Make Frequent Use of Examples and Analogies
209(1)
Translate Measurement Scales into Useful Analogies
210(1)
Create Relevant Visual Aids
211(1)
Overcoming Obstacles to Shared Meaning
211(6)
Difficult Concepts
212(3)
Difficult Structures or Processes
215(2)
Structuring the Technical Presentation
217(5)
Summary
222(4)
Proposal Presentations
226(32)
Audience Analysis for Persuasive Proposals
227(1)
Proposal Structures
228(7)
The Problem-Solution Structure
228(1)
Monroe's Motivated Sequence
229(3)
The N-A-R Structure
232(1)
The Balance Structure
233(2)
Developing Persuasive Arguments
235(11)
Deductive Arguments
236(6)
Inductive Arguments
242(3)
Refutation Tactics
245(1)
Outlining Your Points to Show Logical Relationships
246(1)
Developing Effective Credibility Appeals
247(1)
Developing Effective Emotional Appeals
248(6)
Summary
254(4)
Sales Presentations
258(14)
Audience Analysis for Sales Presentations
259(3)
Asking Questions
260(1)
Listening for Metaphors
261(1)
Visual Aids for Sales Presentations
262(2)
Content Considerations for Sales Presentations
264(2)
Delivering the Sales Presentation
266(1)
Structuring the Sales Presentation
267(2)
Summary
269(3)
Risk Communication
272(25)
The Significance of Risk Communication in Business and Government
273(2)
The Scientific Process of Risk Analysis
275(2)
The Goals of Risk Analysis
275(1)
Risk Analysis as an Inexact Science
276(1)
Audience Perceptions of Risk
277(3)
Credibility and the Process of Risk Communication
280(5)
Individual Credibility
281(2)
Process Credibility
283(1)
Institutional Credibility
284(1)
Creating Risk Messages
285(7)
Informative Risk Communication
286(4)
Persuasive Risk Communication
290(2)
Summary
292(5)
Crisis Communication
297(32)
The Significance of Crisis Communication in Businesses and the Professions
299(6)
The Components of Crisis Communication
305(1)
Forming a Crisis Management Team and Precrisis Planning
305(3)
Communication Responses to Organizational Crisis
308(12)
Denial
309(4)
Evading of Responsibility
313(1)
Reducing Offensiveness
314(2)
Corrective Action
316(2)
Mortification
318(2)
Effectively Employing Crisis Communication Strategies
320(5)
Use Multiple Strategies in Concert with One Another
320(1)
Support All Strategies with Strong Reasoning and Evidence
320(1)
Exercise Visible Leadership from the Highest Executives
321(1)
Identify the Target Audience and Select Strategies Accordingly
321(3)
Recognize the Limits of Persuasive Communication
324(1)
Structuring Organizational Crisis Communication
325(4)
Summary 329(5)
Index 334


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