Business And Professional Communication: Plans, Processes, And Performance

by DiSanza, James R.; Legge, Nancy J.

• ISBN13: 9780205453559
• ISBN10: 0205453554
• Edition: 3rd
• Format: Paperback
• Copyright: 2006-01-01
• Publisher: Allyn & Bacon

Summary

Centered on the notion that business communication aims to influence the interpretation of issues and events, this presentation-oriented text provides practical tips and applications while discussing relevant theory. Grounded in real business examples and basic skills,Business and Professional Communicationplaces a strong emphasis on presentations in business settings to better prepare readers for the realities of daily career life. Its complete approach and unique topic coverage provides clear guidance for all communication practices in businesses and organizations.

Table of Contents

Preface	xi
The Role of Communication in Business and the Professions	1	(18)
What is Communication?	5	(7)
Meaning	5	(3)
The Flow of Messages	8	(4)
Goals of Communication	12	(1)
Shared Meaning Is the Objective of Most Business and Professional Communication	12	(1)
Ambiguity Is the Objective of Some Business and Professional Communication	13	(1)
Effective Communication is Audience-Centered	13	(1)
Effective Communication is Strategic	14	(2)
Summary	16	(3)
DYADIC AND GROUP COMMUNICATION
The Employment Interview	19	(37)
The Pre-Interview Stage	20	(17)
Research	20	(2)
The Resume	22	(14)
The Cover Letter	36	(1)
The Interview Stage	37	(13)
Presenting Yourself in an Employment Interview: Nonverbal Dimensions	40	(1)
Presenting Yourself in an Employment Interview: Verbal Dimensions	41	(6)
Presenting Yourself in an Employment Interview: New Challenges	47	(3)
The Post-Interview Stage	50	(3)
Getting the Job Offer	52	(1)
Salary Negotiation	52	(1)
Dealing with Rejection	53	(1)
Summary	53	(3)
Listening and Feedback in Organizational Relationships	56	(15)
Recall Listening	58	(4)
Motivate Yourself to Listen	58	(1)
Focus on Content Rather Than Delivery	58	(1)
Defer Judgment	59	(1)
Take Advantage of Thought Speed	59	(2)
Listen for Meaning	61	(1)
Take Notes	61	(1)
Empathic Listening	62	(6)
Develop an Attitude of Acceptance	62	(2)
Provide Feedback	64	(4)
Summary	68	(3)
Interpersonal Politics: Power and Sexual Harassment in Organizations	71	(22)
Interpersonal Power and Politics	72	(9)
The Nature of Organizational Power	72	(2)
The Nature of Organizational Politics	74	(4)
Creating a Power Base for Political Action: A Focus on Interpersonal Networking	78	(3)
Building Interpersonal Networks: The Experience of Women and Minorities	81	(3)
Barriers to the Informal Network	81	(1)
Overcoming Informal Network Barriers	82	(2)
Sexual Harassment: A Gross Imbalance of Power	84	(6)
Formal Strategies for Managing Sexual Harassment	87	(1)
Informal Strategies for Managing Sexual Harassment	87	(3)
Summary	90	(3)
Communicating in Organizational Groups and Teams	93	(29)
The Leadership Role	94	(6)
Leaders Organize the Team's Work	96	(2)
Leaders Define the Team's Focus	98	(2)
Membership Competencies in Groups and Teams	100	(3)
Decision Making in Group and Team Meetings	103	(11)
Preparing and Conducting Meetings	104	(2)
Decision-Making Agendas	106	(2)
Discussion Techniques for Enhancing Creativity	108	(6)
Conflict in Groups and Teams	114	(4)
Too Little Conflict	114	(1)
Too Much Conflict	115	(3)
Summary	118	(4)
CREATING A PROFESSIONAL PRESENTATION
Considering Audience Feedback	122	(20)
Analyze the Situation	123	(4)
Occasion	124	(1)
Size	125	(1)
Organizational Culture	125	(1)
Physical Environment	126	(1)
Time	126	(1)
Analyze Listener Characteristics	127	(10)
Demographics	127	(1)
Captivity	128	(1)
Predisposition Toward the Speaker	129	(1)
Predisposition Toward the Topic	129	(8)
Techniques for Analyzing the Audience	137	(2)
Summary	139	(3)
Preparing and Delivering Presentations	142	(33)
Decide on the General Purpose	143	(1)
Select A Topic	143	(1)
Develop the Specific Purpose Statement	144	(2)
Develop the Main Idea Statement	146	(1)
Gather Supporting Material	146	(2)
Examples	147	(1)
Statistics	147	(1)
Testimony	148	(1)
Research the Topic	148	(5)
Using the Library	149	(1)
Using the Internet	149	(3)
Conducting Interviews	152	(1)
Apply the Information Learned From the Audience Analysis	153	(3)
Structure the Main Ideas in the Body of the Speech	156	(3)
Chronological Structure	156	(1)
Spatial Structure	157	(1)
Cause-Effect and Effect-Cause Structures	158	(1)
Problem Solution Structure	158	(1)
Topical Structure	158	(1)
Outline the Speech	159	(6)
The Preparation Outline	159	(6)
The Delivery Outline	165	(1)
Develop the Introduction and Conclusion	165	(6)
The Introduction	165	(5)
The Conclusion	170	(1)
Rehearsal and Delivery Considerations	171	(2)
Summary	173	(2)
Creating and Using Visual Aids	175	(25)
Types of Visual Aids	176	(14)
Objects	177	(1)
Models	177	(1)
Chalkboard/Whiteboard/Flip Chart	177	(1)
Handouts	178	(1)
Photographs and Slides	178	(1)
Charts and Graphs	179	(5)
Text Visuals	184	(1)
Constructed Visuals	185	(5)
Videotape	190	(1)
Presenting Visual Aids to the Audience	190	(3)
Computer-Generated Graphics	193	(3)
Integrating Computer-Generated Graphics into the Presentation	194	(1)
Formatting Computer-Generated Slides	195	(1)
Summary	196	(4)
TYPES OF BUSINESS AND PROFESSIONAL PRESENTATIONS
Technical Presentations	200	(24)
Understanding the Audience for Technical Information	203	(1)
General Guidelines for Communicating Technical Information	204	(3)
Make Appropriate Word Choices	204	(1)
Make Frequent Use of Examples and Analogies	205	(1)
Translate Measurement Scales into Useful Analogies	206	(1)
Create Relevant Visual Aids	207	(1)
Overcoming Obstacles to Shared Meaning	207	(9)
Difficult Concepts	207	(3)
Difficult Structures or Processes	210	(6)
Structuring the Technical Presentation	216	(5)
Summary	221	(3)
Proposal Presentations	224	(29)
Audience Analysis for Persuasive Proposals	225	(1)
Proposal Structures	226	(6)
The Problem Solution Structure	226	(1)
Monroe's Motivated Sequence	227	(2)
The N-A-R Structure	229	(1)
The Balance Structure	230	(2)
Developing Persuasive Arguments	232	(11)
Deductive Arguments	232	(7)
Inductive Arguments	239	(3)
Refutation Tactics	242	(1)
Outlining Your Points to Show Logical Relationships	243	(1)
Developing Effective Credibility Appeals	244	(1)
Developing Effective Emotional Appeals	244	(6)
Summary	250	(3)
Sales Presentations	253	(16)
The Significance of Sales Presentations in Business and the Professions	254	(3)
Audience Analysis for Sales Presentations	257	(3)
Asking Questions	258	(1)
Listening for Metaphors	259	(1)
Visual Aids for Sales Presentations	260	(1)
Content Considerations for Sales Presentations	261	(2)
Delivering the Sales Presentation	263	(2)
Structuring the Sales Presentation	265	(1)
Summary	266	(3)
Risk Communication	269	(24)
The Significance of Risk Communication in Business and Government	270	(2)
The Scientific Process of Risk Analysis	272	(2)
The Goals of Risk Analysis	272	(1)
Risk Analysis as an Inexact Science	273	(1)
Audience Perceptions of Risk	274	(3)
Credibility and the Process of Risk Communication	277	(5)
Individual Credibility	278	(2)
Process Credibility	280	(1)
Institutional Credibility	281	(1)
Creating Risk Messages	282	(6)
Informative Risk Communication	283	(3)
Persuasive Risk Communication	286	(2)
Formatting Risk Communication Messages	288	(2)
Summary	290	(3)
Crisis Communication	293	(40)
The Significance of Crisis Communication in Business and the Professions	295	(9)
The Components of Crisis Communication	304	(1)
Forming a Crisis Management Team and Precrisis Planning	305	(2)
Communication Responses to Organizational Crisis	307	(10)
Denial	307	(4)
Evading Responsibility	311	(1)
Reducing Offensiveness	312	(2)
Corrective Action	314	(1)
Mortification	315	(1)
Responding to Questions	316	(1)
Effectively Employing Crisis Communication Strategies	317	(5)
Use Multiple Strategies in Concert with One Another	317	(1)
Support All Strategies with Strong Reasoning and Evidence	318	(1)
Exercise Visible Leadership from the Highest Executives	318	(1)
Identify the Target Audience and Select Strategies Accordingly	319	(3)
Recognize the Limits of Persuasive Communication	322	(1)
Structuring Organizational Crisis Communication	322	(1)
Summary	323	(10)
Index	333