Communicating for Success (with CD-ROM)

by Hyden, Janet; Jordan, Ann; Steinauer, Mary Helen

• ISBN13: 9780538728669
• ISBN10: 0538728663
• Edition: 3rd
• Format: Hardcover
• Copyright: 2005-05-12
• Publisher: Cengage Learning

Summary

Learn by doing with COMMUNICATING FOR SUCCESS! Not only will you learn how to communicate effectively in the workplace, but you’ll also discover how to apply these communication skills to your real life. Practice exercises, projects, teamwork activities, and career connections help you develop effective communication skills. Studying is easy with the Data CD that includes additional practice and extension of in-text materials.

Table of Contents

To the Student	p. iv
Communicating at Work	p. 1
Communication Takes Many Forms	p. 2
What Employers Are Looking For	p. 6
Elements of Communication at Work	p. 8
Effect of the Audience on the Message	p. 11
Communicating Messages Effectively	p. 15
Literature: Future Tense	p. 20
"From Man to Boy" from Blue-Collar Journal	p. 26
Communicating Definitions	p. 29
Defining at Work	p. 30
Why Defining Is Necessary	p. 30
Communicating a Useful Definition	p. 37
Providing More Information	p. 45
Writing Clear Sentences	p. 48
Organizing Paragraphs	p. 51
Page Design	p. 52
Naming Sources	p. 57
Literature: "In Search of a Majority" An Address	p. 64
"pity the poor spiders" from archy and mehitabel	p. 67
Listening and Responding	p. 71
Listening for Survival	p. 72
Impressions Created by the Voice	p. 72
Making Your Voice Work for You	p. 74
Using the Right Tone	p. 76
Good Listener Versus Problem Listener	p. 79
What Your Speech Says About You	p. 82
Working with Telephone Messages	p. 85
Preparing to Give an Informative Oral Presentation	p. 90
Delivering the Presentation	p. 95
Literature: "Charles"	p. 100
"Barbara Allen"	p. 105
Giving Instructions	p. 107
Adapting Instructions for the Audience	p. 108
Giving Effective Oral Instructions	p. 109
Locational Instructions	p. 112
The Content of Instructions	p. 115
Using Language Effectively	p. 116
Designing an Effective Page	p. 123
Creating Effective Visuals	p. 126
Literature: "Traveller's Curse After Misdirection"	p. 136
"Use Active Voice...Most of the Time" from Make Your Words Work	p. 137
Describing a Process	p. 141
Types of Processes	p. 142
Process Descriptions Compared to Instructions	p. 143
Describing a Process: Structure and Language	p. 147
Organizing a Process Description	p. 149
Using Visuals	p. 149
Describing Processes Orally	p. 155
Teams Work!	p. 157
Literature: from The Jungle	p. 170
"Stuttering"	p. 172
Describing a Mechanism	p. 175
A Mechanism Defined	p. 176
Classification of Mechanisms	p. 178
Uses for Mechanism Descriptions	p. 180
Parts of a Mechanism	p. 183
Writing Mechanism Descriptions	p. 186
Using Visuals in Mechanism Descriptions	p. 194
Organization of a Mechanism Description	p. 198
Literature: "The Secret of Machines"	p. 202
"Tom Edison's Shaggy Dog"	p. 203
Summarizing	p. 211
Summary: A Definition	p. 212
Types of Summaries	p. 215
Distinguishing Between Fact and Opinion	p. 218
Preparing to Summarize an Article	p. 222
Writing a Summary	p. 227
Summarizing Oral Information and Delivering Oral Summaries	p. 237
Literature: from A Doll's House	p. 244
"Out, Out-"	p. 246
Using Forms	p. 249
Forms	p. 250
Tips on Filling Out Forms	p. 250
Forms in Our Lives: One Person's Story	p. 255
Job-Related Forms	p. 260
Good Form Design	p. 268
Literature: "Easter" from Leaving Home	p. 272
"Eyes Do More Than See"	p. 276
Communicating Messages	p. 281
Why Write?	p. 282
Communicating with Customers	p. 283
Purposes for Messages	p. 284
Qualities of Effective Messages	p. 287
Content of Effective Messages	p. 296
Sending Notes	p. 296
Sending Memos	p. 298
Sending Electronic Mail	p. 301
Sending Business Letters	p. 303
Literature: "The River-Merchant's Wife: A Letter"	p. 318
from Letter III. "What Is an American" from Letters from an American Farmer	p. 320
Persuading	p. 323
Persuasion: Audience Needs	p. 324
Persuasive Appeals	p. 326
Persuading an Audience	p. 329
Managing Conflict	p. 331
The ADAM Method of Persuading	p. 333
Creating a Persuasive Message	p. 335
Collection Letters	p. 341
Sales Letters	p. 345
Designing Persuasive Messages	p. 349
Literature: from The American Crisis, Number One	p. 358
"Shooting an Elephant"	p. 360
Applying for a Job	p. 367
Finding a Career Position	p. 368
Preparing a Resume	p. 370
Preparing a Cover Letter	p. 383
Completing Job Applications	p. 385
Preparing for a Job Interview	p. 388
Preparing the Follow-Up Letter	p. 393
Being Evaluated on the Job	p. 394
Literature: from Death of a Salesman	p. 400
"The Old Man and Woman Who Switched Jobs" from Swedish Folktales and Legends retold	p. 402
Comparing and Contrasting	p. 407
What Is Comparison and Contrast?	p. 408
Organizing Data with a Table	p. 410
Preparing a Comparison and Contrast Analysis	p. 415
Transitional Signals	p. 419
Literature: "Two Views of the River" from Life on the Mississippi	p. 426
"Possibilities"	p. 428
Interviewing for Information	p. 431
The Foxfire Legacy	p. 432
Using an Expert	p. 433
Interviewing in a Workplace Situation	p. 433
Pinpointing Your Topic	p. 435
Preparing for an Interview: Finding an Expert Who Knows Your Topic	p. 437
Setting Up the Interview	p. 438
Conducting the Interview	p. 440
Editing the Interview: Making the Voice Come Through on Paper	p. 443
Conducting a Survey	p. 446
Preparing an Appropriate Type of Questionnaire	p. 447
Avoiding Pitfalls of Questionnaire Design	p. 450
Constructing the Survey Questionnaire	p. 452
Tallying the Survey Responses	p. 453
Reporting the Information	p. 454
Literature: "Nick Salerno"	p. 462
from "How to Tell a Story"	p. 465
Using Numbers and Statistics	p. 471
Numerical Data Fills Our Lives	p. 472
Making Numerical Data Understandable	p. 472
Ways of Looking at Groups of Numbers	p. 482
Using Numerals When No Quantity Is Involved	p. 484
Using Tables, Charts, and Graphs	p. 486
Literature: "The Unknown Citizen"	p. 494
from Walden	p. 496
Presenting Reports	p. 501
Reasons for Reports in the Work World	p. 502
Field Reports	p. 503
Laboratory Reports	p. 506
Proposals (Persuasive Reports)	p. 510
Progress Reports	p. 517
Tips on Report Writing	p. 521
Literature: "1620 to 1992: Long Ago But Not So Far Away"	p. 528
"How Smart Are Dolphins?"	p. 530
Becoming a Professional	p. 537
Time: A Personal Definition	p. 538
Goal Setting	p. 542
Priorities	p. 547
Teams and Decision Making	p. 550
Student Organizations	p. 557
Professional Organizations	p. 561
Literature: "Nikki Giovanni"	p. 566
from The Warren Buffett Way	p. 568
from Gates	p. 570
Proofreader's Marks	p. 572
Literature Acknowledgments	p. 573
Author/Title Index	p. 575
General Index	p. 576
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