Communicating in Professional Contexts Skills, Ethics, and Technologies (with CD-ROM, SpeechBuilder Express™,and InfoTrac)

by Goodall, Jr., H. L.; Goodall, Sandra

• ISBN13: 9780534632298
• ISBN10: 0534632297
• Edition: 2nd
• Format: Paperback
• Copyright: 2005-03-08
• Publisher: Wadsworth Publishing

Summary

What communication skills do you need it today's global economy with its new technology and increasingly diverse workforce? COMMUNICATING IN PROFESSIONAL CONTEXTS: SKILLS, ETHICS, AND TECHNOLOGIES (WITH CD-ROM, SPEECHBUILDER EXPRESS, AND INFOTRAC) reflects the rapid changes occurring in professional communication today. Written in an engaging narrative style, this text works with the CD-ROM and web technology to help you build the skills you need, while provideing you a strong theoretical foundation of organizational communication.

Table of Contents

Preface	xix
Breakthrough Skills for the Global Workplace	1	(32)
Components of Business and Professional Communication	3	(7)
Sender	4	(1)
Receiver	5	(1)
Messages	5	(1)
Noise	5	(1)
Feedback	6	(1)
Channels	7	(1)
Context	7	(3)
The Functions of Business and Professional Communication	10	(5)
Organizing Tasks and People	11	(2)
Creating Identities	13	(1)
Sense-Making and Interpretation	13	(2)
Conscious Communication in the Workplace	15	(4)
Step 1: Choosing a Communication Goal	15	(1)
Step 2: Creating the Message	16	(1)
Step 3: Coordinating with Others	16	(1)
Step 4: Delivering the Message	17	(1)
Skill Builder Workshop	18	(1)
Principles of Conscious Communication	19	(1)
Summary	20	(1)
Communicating in Professional Contexts Online	21	(12)
What You Should Have Learned	21	(1)
Key Terms	21	(1)
Writing and Critical Thinking	22	(1)
Research and Explorations Online	23	(1)
Practicing Communication in Professional Contexts	24	(1)
The Questions	24	(3)
Answer Key	27	(5)
Your Communication Profile	32	(1)
The Evolution of Communication in the Workplace	33	(29)
Classical Management and Information Transfer	34	(4)
Scientific Management	35	(2)
Bureaucracy	37	(1)
Communication as Information Transfer	37	(1)
Human Relations/Resources and Transaction Process	38	(3)
Hawthorne Studies	39	(1)
Maslow's Hierarchy of Needs	39	(1)
Communication as a Transactional Process	40	(1)
Systems Thinking and Communication Networks	41	(3)
The Links between Systems Theory and Business and Professional Communication	42	(2)
Best Practices: Using Formal and Informal Networks Effectively	44	(1)
Organizational Cultures, Communication, and Power	44	(4)
The Influence of the Cultural Approach to Power	45	(3)
Organizational Narratives and Dialogue	48	(5)
Dialogue	49	(4)
The Next Step: Learning Organizations	53	(3)
The Five Disciplines	54	(1)
Dialogue and Learning Organizations	55	(1)
Why We Learn about Theories of Communication	56	(1)
Summary	57	(1)
Communicating in Professional Contexts Online	58	(4)
What You Should Have Learned	58	(1)
Key Terms	59	(1)
Writing and Critical Thinking	59	(1)
Research and Explorations Online	60	(1)
Practicing Communication in Professional Contexts	61	(1)
Preparing for Conscious Communication in the Workplace	62	(36)
Organizing a Communication Event	64	(1)
Step 1: Choosing a Goal for Your Message	65	(6)
Assessing Audience Needs and Expectations	66	(2)
Determining the Possible Communication Outcomes	68	(1)
Establishing Criteria to Measure Success	68	(3)
Step 2: Creating a Strategic and Ethical Message	71	(16)
Creating a Thesis Statement	71	(2)
Determining the Main Points of the Message	73	(3)
Developing Supporting Materials	76	(5)
Making Transitions	81	(1)
Developing an Effective Introduction and Conclusion	81	(6)
Step 3: Coordinating with Others	87	(2)
Skill Builder Workshop	88	(1)
Step 4: Delivering the Message	89	(3)
Practice, Practice, Practice	89	(2)
Fluency	91	(1)
Naturalness	91	(1)
Vivacity	91	(1)
Nonverbal Competence	92	(1)
How Beth Fared	92	(1)
Summary	92	(1)
Communicating in Professional Contexts Online	93	(5)
What You Should Have Learned	93	(1)
Key Terms	94	(1)
Writing and Critical Thinking	94	(2)
Research and Explorations Online	96	(1)
Practicing Communication in Professional Contexts: Completing the CCCD Worksheets	96	(1)
Communicating in Professional Contexts in Action!	97	(1)
Listening in the Workplace	98	(23)
Becoming a Conscious Listener	99	(13)
Hearing	100	(1)
Best Practices: Overcoming Blocks to Hearing	101	(1)
Informational Listening	102	(1)
Best Practices: Working with Non-Native Speakers	103	(1)
Best Practices: Removing Cultural Barriers to Listening	104	(1)
Best Practices: Overcoming Gender-Related Listening Differences	105	(1)
Best Practices: Surmounting Language Barriers	106	(1)
Best Practices: Dealing with Communication History Barriers	107	(1)
Critical Listening	107	(2)
Self-Reflexive Listening	109	(1)
Conscious Listening	110	(1)
Best Practices: Listening Consciously	111	(1)
The Importance of Listening in Business and Professional Contexts	112	(4)
Listening in Meetings	112	(1)
Best Practices: Listening in Meetings	112	(1)
Listening in Conflict Situations	112	(1)
Best Practices: Listening in Conflict Situations	113	(1)
Listening to Complaints	113	(1)
Listening When Asked for Help	114	(1)
Best Practices: Dealing with Chronic Complainers	115	(1)
Skill Builder Workshop	115	(1)
Summary	116	(1)
Communicating in Professional Contexts Online	116	(5)
What You Should Have Learned	117	(1)
Key Terms	117	(1)
Writing and Critical Thinking	118	(1)
Research and Explorations Online	119	(1)
Practicing Communication in Professional Contexts	119	(2)
The Power of Verbal and Nonverbal Communication in the Workplace	121	(33)
Communication of Self in the Workplace	124	(10)
Developing Awareness in the Workplace	125	(1)
Monitoring Our Assumptions about Communication	125	(1)
The Principle of Workplace Equity	126	(1)
Making Conscious Choices about Verbal Communication	127	(1)
Clarity and Ambiguity	127	(1)
Best Practices: Communicating Clearly	128	(1)
Upward and Downward Communication	129	(1)
Inclusive and Exclusive Messages	130	(1)
Confirming and Disconfirming Messages	131	(1)
Supportive versus Nonsupportive Messages	132	(1)
Enhancing Personal and Professional Credibility	133	(1)
Verbal Communication and Perceptions of Power	134	(1)
Gendered Talk	134	(1)
Verbal Lie Detectors	135	(1)
Nonverbal Communication and Perceptions of Meaning	135	(11)
Your Workspace	136	(1)
Clothing and Personal Appearance	136	(1)
Best Practices: Creating the Optimal Workspace	137	(1)
Best Practices: Dressing Successfully in the Workplace	138	(1)
Voice	139	(1)
Body Movement, Facial Expressions, and Eye Contact	140	(2)
Benefits of Making Eye Contact	142	(1)
Nonverbal Lie Detectors	143	(1)
Space	144	(1)
Touching	145	(1)
Harassment and Communication in the Workplace	146	(3)
What Is Sexual Harassment?	146	(2)
How Can Harassment Be Avoided?	148	(1)
What Should You Do if You Are a Victim of Harassment?	148	(1)
Summary	149	(1)
Communicating in Professional Contexts Online	150	(4)
What You Should Have Learned	150	(1)
Key Terms	151	(1)
Writing and Critical Thinking	151	(1)
Research and Explorations Online	152	(1)
Practicing Communication in Professional Contexts	153	(1)
Communicating in Professional Contexts in Action!	153	(1)
Information Technology and Conscious Communication	154	(21)
Information Technology and Communication	156	(5)
The Downside to Information Technology	157	(1)
Revising Our Approach to Information Technology	157	(1)
Information Technology and Gender Differences	158	(1)
Information Technology and Conscious Communication	159	(2)
Types of Information Technologies	161	(6)
Computer-Assisted Communication Technologies	161	(1)
Electronic and Voice Mail Systems	162	(1)
Best Practices: Using Voice Mail and E-mail	162	(2)
Computer Networks	164	(1)
E-mail and Chatroom Shorthand	165	(1)
Videoconferencing	165	(1)
Best Practices: Videoconferencing	166	(1)
News You Can Use: Doing Web-Based Research	167	(1)
How Much Technology Do I Need?	168	(2)
Surfing the Net for Information: A Practical Guide	169	(1)
Summary	170	(1)
Communicating in Professional Contexts Online	170	(5)
What You Should Have Learned	171	(1)
Key Terms	171	(1)
Writing and Critical Thinking	172	(1)
Research and Explorations Online	173	(1)
Practicing Communication in Professional Contexts	173	(2)
Exploring Interpersonal Communication	175	(28)
Choosing: Strategies and Ethics for Relational Development at Work	176	(8)
First Impressions	176	(3)
Establishing Expectations and Boundaries	179	(2)
Behaving Ethically	181	(2)
NCA Credo for Ethical Communication	183	(1)
Creating: Messages That Reflect Self, Other, and Context	184	(9)
Equity: Principles of Everyday Exchange	185	(1)
Self-Disclosure and Risk-Taking	186	(2)
Best Practices: Monitoring Disclosures	188	(1)
Asking For and Giving Feedback	188	(2)
Dialectics and Dialogue	190	(2)
Working Through Relational Conflict	192	(1)
Coordinating: Making Relational Communities Work	193	(4)
Negotiation of Cultural Differences	193	(2)
Negotiation of Gender Differences	195	(2)
Delivering: Improving Relationships at Work	197	(1)
Summary	198	(1)
Communicating in Professional Contexts Online	198	(5)
What You Should Have Learned	199	(1)
Key Terms	199	(1)
Writing and Critical Thinking	200	(1)
Research and Explorations Online	201	(1)
Practicing Communication in Professional Contexts	201	(1)
Communicating in Professional Contexts in Action!	202	(1)
Interviewing and Conscious Communication	203	(21)
Conducting Conscious Interviews	204	(6)
Interrogation	205	(1)
Persuasive or Sales Interviews	205	(1)
Performance Reviews	206	(1)
Information Interviews or Focus Groups	206	(1)
Best Practices: Performance Reviews	207	(2)
Best Practices: Information Interviews	209	(1)
Employment Interviews	210	(1)
Choosing: Setting the Parameters for the Interview	210	(5)
Setting the Goals for the Interview	210	(3)
Developing a Job Description	213	(2)
Creating: Scripting the Interview	215	(1)
Ethical Interviewing	215	(1)
Coordinating: Setting Up the Interview	215	(3)
Delivering: Ready, Set, Interview	218	(2)
Conducting Phone (Screening) Interviews	219	(1)
Best Practices: Phone Interviews	219	(1)
Summary	220	(1)
Communicating in Professional Contexts Online	221	(3)
What You Should Have Learned	221	(1)
Key Terms	222	(1)
Writing and Critical Thinking	222	(1)
Research and Explorations Online	222	(1)
Practicing Communication in Professional Contexts	223	(1)
The Job Search and Conscious Communication	224	(33)
Conducting a Conscious Job Search	225	(1)
Choosing: Setting Your Job Goals	226	(5)
Job Research	226	(5)
Creating: Putting Together a Winning Resume	231	(9)
Selecting the Format	231	(2)
Two Words Never to Use on a Resume	233	(3)
Writing a Compelling Cover Letter	236	(3)
Best Practices: Submitting Resumes and Cover Letters	239	(1)
Coordinating: Preparing for the Interview	240	(4)
Participating in a Phone Interview	240	(2)
Arranging the In-Person Interview	242	(1)
Best Practices: Arranging Interviews	242	(1)
Dressing for Success in the Internet Age	243	(1)
Delivering: Practicing and Being Interviewed	244	(8)
Interview Styles	244	(1)
Practicing the Interview	245	(3)
Being Interviewed	248	(4)
Summary	252	(1)
Communicating in Professional Contexts Online	252	(5)
What You Should Have Learned	253	(1)
Key Terms	253	(1)
Writing and Critical Thinking	253	(2)
Research and Explorations Online	255	(1)
Practicing Communication in Professional Contexts	255	(1)
Communicating in Professional Contexts in Action!	256	(1)
Communicating in Groups and Teams	257	(28)
Conscious Communication in Groups and Teams	258	(1)
Choosing: Strategies for Organizing Teams	259	(6)
Developing Effective Leadership Strategies	260	(2)
Phrases Leaders Shouldn't Use	262	(1)
Participation	262	(1)
Selection of Team Members	263	(1)
Adaptive Skills	264	(1)
Creating: Defining the Goals and Strategies for a Team	265	(4)
Agendas	266	(1)
Creating a Shared Vision	267	(1)
The D&T Vision	267	(2)
Coordinating: Establishing a Creative Environment for Team Problem Solving	269	(7)
Coordinating with Other Teams	269	(2)
Coordinating the Problem-Solving Process	271	(3)
Best Practices: Brainstorming	274	(2)
Delivering as a Team	276	(5)
Memos and Reports	277	(2)
Staff Briefings and Weekly Sessions	279	(1)
Planning and Problem-Solving Meetings	279	(1)
Virtual Meetings	279	(1)
Conferences, Workshops, and Seminars	280	(1)
Summary	281	(1)
Communicating in Professional Contexts Online	281	(4)
What You Should Have Learned	281	(1)
Key Terms	282	(1)
Writing and Critical Thinking	282	(1)
Research and Explorations Online	283	(1)
Practicing Communication in Professional Contexts	284	(1)
Communicating in Professional Contexts in Action!	284	(1)
Informative Presentations in the Workplace	285	(29)
Revisiting the CCCD Process for Organizing a Presentation	286	(1)
Choosing a Goal for Your Presentation	287	(4)
Informative versus Persuasive Presentations	287	(1)
Establishing Credibility	288	(1)
Developing an Audience Profile	289	(1)
Establishing Informative Outcomes	290	(1)
Developing Criteria to Measure Success	290	(1)
Creating an Informative Presentation	291	(16)
Conducting Research	292	(2)
Best Practices: Conducting Research	294	(1)
Effective PowerPoint Presentations	295	(2)
Best Practices: Using PowerPoint	297	(4)
Verbal and Visual Support	301	(3)
Effective Transitions	304	(1)
Developing an Effective Introduction and Conclusion	304	(3)
Coordinating an Informative Presentation	307	(1)
Delivering an Informative Presentation	308	(2)
Skill Builder Workshop	309	(1)
Summary	310	(1)
Communicating in Professional Contexts Online	310	(4)
What You Should Have Learned	310	(1)
Key Terms	311	(1)
Writing and Critical Thinking	311	(1)
Research and Explorations Online	312	(1)
Practicing Communication in Professional Contexts	313	(1)
Communicating in Professional Contexts in Action!	313	(1)
Making the Persuasive Case at Work	314	(33)
Concierge Persuasion	315	(6)
Logos, Pathos, and Ethos	317	(1)
Conscious Persuasion in the Workplace	317	(1)
Choosing a Persuasive Strategy	317	(2)
Creating the Message	319	(1)
Coordinating the Message	319	(1)
Delivering the Message	320	(1)
Persuading through Reason	321	(5)
Best Practices: Using a Brutal Strategy	322	(1)
Choosing the Rational Persuasive Strategy	322	(2)
Creating the Rational Persuasive Message	324	(1)
Coordinating the Rational Persuasive Message	324	(2)
Delivering the Rational Persuasive Message	326	(1)
Persuading Through Emotion	326	(11)
Best Practices: Using a Rational Strategy	327	(1)
Choosing the Rational/Emotional Persuasive Strategy	327	(2)
Creating the Rational/Emotional Message	329	(1)
Needs Assessment versus Audience Analysis	329	(5)
Monroe's Motivated Sequence	334	(1)
Steps in Monroe's Motivated Sequence	334	(1)
Coordinating the Rational/Emotional Message	334	(2)
Delivering the Rational/Emotional Message	336	(1)
Best Practices: Using a Rational/Emotional Strategy	337	(1)
Persuading through Mindful Communication	337	(6)
Creating a Mindful Persuasive Message	339	(2)
Coordinating the Mindful Persuasive Message	341	(1)
Delivering the Mindful Persuasive Message	341	(1)
Best Practices: Using a Mindful Persuasive Strategy	342	(1)
Summary	343	(1)
Communicating in Professional Contexts Online	343	(4)
What You Should Have Learned	343	(1)
Key Terms	344	(1)
Writing and Critical Thinking	344	(1)
Research and Explorations Online	345	(1)
Practicing Communication in Professional Contexts	345	(1)
Communicating in Professional Contexts in Action!	346	(1)
Appendix	347	(14)
Glossary	361	(4)
References	365	(10)
Index	375