Communication Skills Preparing for Career Success (Neteffect Series)

by Cheesebro, Thomas; O'Connor, Linda; Rios, Francisco

• ISBN13: 9780132327961
• ISBN10: 0132327961
• Edition: 3rd
• Format: Paperback
• Copyright: 2006-08-02
• Publisher: Pearson

Summary

The 3rd edition of this text provides an excellent, easy-to-read explanation of the tools needed to be successful on the job. Organized into easily understood 3-part chapters,Job Talkprovides ample coverage of standard communication topics, and addresses content essential for workers in todayrs"s competitive job market. Beginning with an overview of the communication process, it then addresses skills related to diversity, listening, interpersonal relationships, oral presentations, teamwork, job search, and customer service.Because of its ease of use this guide is invaluable to those who need to present information from all walks of life: from students to trainer-facilitators to CEOs. Adult learners who develop the skills presented in this book can expect to experience more satisfying work lives, improved interpersonal relationships, and increased self-confidence.

Table of Contents

Preface	vii
Communication Blueprint	1	(18)
Communication Blueprint	2	(5)
Introduction	2	(1)
Communication Defined	2	(1)
Functions of Communication	2	(1)
Communication Process Model	3	(2)
Types of Noise	5	(1)
Communication Climate	6	(1)
Communication Tools	7	(4)
Overcoming Barriers	7	(1)
Giving and Getting Feedback	8	(1)
Recognizing and Limiting Information Overload	9	(1)
Improving Relations	10	(1)
Remaining Sensitive to the Organization's Structure	10	(1)
Chapter 1 Tool Check	11	(2)
Chapter 1 Interactions
Communication Process Model	13	(1)
Feedback Exercise	14	(1)
Communication Tips Presentation	15	(1)
Personal Experience Talk	16	(1)
Communication Self-Assessment	17	(2)
Diversity Blueprint	19	(22)
Diversity Blueprint	20	(8)
Acknowledge Intercultural Interdependence	20	(1)
Picture Intercultural Communication	21	(2)
Understand Principles of Intercultural Communication	23	(1)
Intercultural Communication Styles	24	(4)
Diversity Tools	28	(3)
Overcome Personal Biases	28	(2)
Relate Culture to Communication	30	(1)
Empathize with Non-English Speakers	30	(1)
Develop Cross-Cultural Competence	31	(1)
Chapter 2 Tool Check	31	(1)
Chapter 2 Interactions
Intercultural Personality Profile	32	(2)
Show and Tell	34	(1)
Nonverbal Intercultural Differences	35	(1)
Verbal Intercultural Differences	36	(1)
Making Intercultural Contact	37	(4)
Listening Blueprint	41	(28)
Listening Blueprint	42	(5)
Recognize Importance of Listening	42	(1)
Identify Types of Listening	43	(1)
Minimize Bad Listening Habits	44	(2)
Interpret Nonverbal Behaviors	46	(1)
Listening Tools	47	(9)
Attending Tools	47	(1)
Remembering Tools	48	(1)
Evaluating Tools	49	(3)
Responding Tools	52	(3)
Response Style Summary	55	(1)
Chapter 3 Tool Check	56	(1)
Chapter 3 Interactions
Self-Assessment	57	(2)
Response Styles Questionnaire	59	(5)
Listening Reports	64	(1)
Active Listening Identification	65	(1)
Paraphrasing Practice	66	(3)
Interpersonal Blueprint	69	(34)
Interpersonal Blueprint	70	(5)
Build Positive Workplace Relations	70	(1)
Define Conflict Types	71	(2)
Recognize Conflict Styles	73	(1)
Consider Conflict Strategies	74	(1)
Interpersonal Relationship Tools	75	(1)
Using Skillful Language	76	(4)
Specific Language	76	(1)
Tentative Language	77	(2)
Informing Language	79	(1)
Using Assertion Messages	80	(12)
Behavior Description Statements	80	(1)
Problems with Behavior Descriptions	81	(2)
Constructive Feeling Messages	83	(1)
Problems with Feeling Messages	84	(2)
Consequence Statements	86	(2)
Impression Checks	88	(2)
Request Statements	90	(2)
Chapter 4 Tool Check	92	(1)
Chapter 4 Interactions
Sending Combined Assertion Messages	93	(6)
Responding to Criticism	99	(4)
Presentations Blueprint	103	(24)
Presentations Blueprint	104	(5)
Identify Workplace Presentations	105	(1)
Preview Preparation Steps	106	(2)
Select Delivery Style	108	(1)
Presentation Tools	109	(8)
State Central Ideas	109	(1)
Select Supporting Materials	110	(3)
Construct Outlines	113	(2)
Rehearse Delivery	115	(2)
Chapter 5 Tool Check	117	(1)
Chapter 5 Interactions
Central Idea Exercise	118	(2)
Scrambled Outline #1	120	(1)
Scrambled Outline #2	121	(1)
Informative Presentation Assignment	122	(2)
Persuasive Presentation Assignment	124	(3)
Teamwork Blueprint	127	(20)
Teamwork Blueprint	128	(5)
Identify Benefits of Workplace Teams	129	(1)
Analyze Effective Teams	130	(1)
Recognize Stages of Team Development	131	(1)
Identify Positive Participation Skills	132	(1)
Teamwork Tools	133	(6)
Organize the Team	133	(2)
Accept Member and Leader Responsibilities	135	(1)
Employ a Problem-Solving Approach	136	(1)
Communicate Team Progress	137	(2)
Chapter 6 Tool Check	139	(1)
Chapter 6 Interactions
Participation Style Self-Analysis	140	(2)
Self-Analysis of Teamwork	142	(1)
A Problem-Solving Exercise	143	(1)
Interview a Work Team	144	(1)
Team Article Review	145	(2)
Job Search Blueprint	147	(32)
Job Search Blueprint	148	(3)
Recognize Employment Trends	148	(2)
Define the Job Search	150	(1)
Identify the Components of the Job Search	150	(1)
Identify the Need for a Job Search	151	(1)
Job Search Tools	151	(5)
Analyze Yourself	151	(2)
Investigate Your Career	153	(1)
Identify Sources of Job Leads	154	(2)
Chapter 7 Tool Check	156	(1)
Chapter 7 Interactions
Interests and Achievments Inventory	157	(7)
Skills Inventory	164	(5)
Values Inventory	169	(4)
RIASEC Self-Assessment	173	(1)
Occupational Survey Assignment	174	(2)
Job Leads Exercise	176	(3)
Written Communication Blueprint	179	(28)
Written Communication Blueprint	180	(3)
Look Good on Paper	180	(1)
Identify the Role of the Resume	181	(1)
Examine Types of Job Letters	182	(1)
Assess Application Forms	183	(1)
Written Communication Tools	183	(14)
Determine Resume Format	183	(7)
Meet Requirements for Letters of Application	190	(3)
Select Elements for Follow-up Letters	193	(1)
Follow Guidelines for Application Forms	194	(3)
Chapter 8 Tool Check	197	(1)
Chapter 8 Interactions
Resume Assignment	198	(5)
Letter of Application Assignment	203	(1)
Follow-up Letter Assignment	204	(1)
Application Form Assignment	205	(2)
Interviewing Blueprint	207	(18)
Interviewing Blueprint	208	(3)
Determine Importance of the Interview	208	(1)
Identify Types of Interviews	209	(1)
Respond to Types of Interviewing Questions	209	(1)
Respond to Illegal Questions	210	(1)
Interviewing Tools	211	(4)
Prepare for the Interview	211	(2)
Create a Positive Impression	213	(2)
Follow-up After the Interview	215	(1)
Chapter 9 Tool Check	215	(2)
Chapter 9 Interactions
Interviewer's Plan Sheet	217	(4)
Applicant's Plan Sheet	221	(1)
Mock Interview Assignment	222	(3)
Customer Service Blueprint	225	(14)
Customer Service Blueprint	226	(3)
Establish Customer Service Background	226	(1)
Review the Customer Service Model	227	(1)
Establish the Need for Customer Service	228	(1)
Customer Service Tools	229	(3)
Provide Quality Customer Service	229	(1)
Resolve Customer Complaints	230	(2)
Chapter 10 Tool Check	232	(1)
Chapter 10 Interactions
Company Research	233	(1)
Company Inventory	234	(1)
Customer Service Survey	235	(1)
Article Review	236	(1)
Personal Experience Talk	237	(2)
Index	239