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

by Hamilton, Cheryl

• ISBN13: 9780534606787
• ISBN10: 0534606784
• Edition: 7th
• Format: Paperback
• Copyright: 2004-06-08
• Publisher: Wadsworth Publishing

Summary

This best-selling text will show you the basic concepts and techniques you need to successfully communicate in today's business world, regardless of your current level of business experience. Covering every aspect of the communication process, COMMUNICATING FOR RESULTS will give you a competitive edge in any business situation-from the initial interview to making skilled presentations (complete with professional visual aids) to assuming a leadership role. In addition, you'll find online video clips of common professional scenarios paired with the text's concepts, giving you a realistic glimpse into the business world and an opportunity to see how theory translates into practical action that will help you improve your chance of career success!

Table of Contents

Preface	xix
The Communication Process: An Introduction	2	(22)
Communication Defined	4	(1)
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 Quizzes	361	(6)
References	367	(22)
Photo Credits	389	(2)
Author Index	391	(10)
Subject Index	401