Communicating at Work : Principles and Practices for Business and the Professions

by Adler, Ronald B.; Elmhorst, Jeanne Marquardt

• ISBN13: 9780073511887
• ISBN10: 0073511889
• Edition: 9th
• Format: Paperback
• Copyright: 2006-10-27
• Publisher: McGraw-Hill Humanities/Social Sciences/Languages

Summary

The leading text in business communication,Communicating at Worktakes a pragmatic approach that features a strong multicultural focus, a heavy emphasis on effective presentations, and a pedagogical program designed to encourage group activities and skill building. Its combination of clear writing and effective use of tables makes this text an excellent teaching tool. The ninth edition provides coverage of new pedagogy, key new topics and an expansion of other important concepts including sources of on-the-job conflict, how to use informational interviews for career advancement, and stages in group problem-solving.

Table of Contents

part one Basics of Business and Professional Communication Strategic Case: Sundown Bakery	2	(70)
Communicating at Work	4	(34)
The Importance of Communication	5	(3)
The Nature of Communication	8	(3)
The Process of Communication	8	(2)
Communication Principles	10	(1)
Ethical Dimensions of Communication	11	(2)
Using Communication Networks	13	(11)
Formal Communication Networks	13	(5)
Informal Communication Networks	18	(6)
Face-to-Face and Electronic Communication Channels	24	(14)
Face-to-Face Communication	25	(1)
Teleconferencing	25	(1)
Telephone and Voice Mail	26	(1)
Written Communication	27	(3)
Which Channel to Use	30	(2)
Summary	32	(1)
Key Terms	33	(1)
Activities	34	(1)
Resources	35	(3)
Communication, Culture, and Work	38	(34)
Cultural Diversity and Communication	39	(22)
The Nature of Culture	40	(3)
Cultural Differences in Doing Business	43	(3)
Fundamental Dimensions of Cultural Diversity	46	(5)
Co-cultural Dimensions of a Diverse Society	51	(5)
Diversity and Ethical Issues	56	(2)
Communicating across Diversity	58	(3)
Organizational Culture and Communication	61	(11)
The Importance of Organizational Culture	63	(1)
Dimensions of Organizational Culture	64	(1)
Creating and Maintaining Organizational Cultures	65	(2)
Organizational Culture and Career Planning	67	(1)
Summary	68	(1)
Key Terms	68	(1)
Activities	69	(1)
Resources	70	(2)
part two Personal Skills Strategic Case: Computer Solutions	72	(98)
Listening	74	(24)
The Importance of Listening	76	(3)
Barriers to Effective Listening	79	(6)
Physiological Barriers	79	(1)
Environmental Barriers	80	(1)
Attitudinal Barriers and False Assumptions	80	(3)
Sociocultural Differences	83	(2)
Lack of Training	85	(1)
Listening Styles	85	(3)
People-Oriented	85	(2)
Action-Oriented	87	(1)
Content-Oriented	87	(1)
Time-Oriented	87	(1)
Listening More Effectively	88	(10)
Minimize Distractions and Take Time to Listen	88	(1)
Talk and Interrupt Less	88	(1)
Seek and Observe Feedback	89	(3)
Withhold Judgment	92	(1)
Listen for Key Points	92	(1)
Take Notes and Repeat Information	93	(1)
Analyze the Speaker's Evidence	94	(1)
Examine Emotional Appeals	94	(1)
Summary	94	(1)
Key Terms	95	(1)
Activities	95	(1)
Resources	96	(2)
Verbal and Nonverbal Messages	98	(38)
Verbal Messages	100	(12)
Clarity and Ambiguity	100	(7)
Inflammatory Language	107	(1)
Masculine and Feminine Language Use	108	(2)
Meeting Gender-Related Language Challenges	110	(2)
Nonverbal Communication	112	(15)
Characteristics of Nonverbal Communication	112	(2)
Types of Nonverbal Communication	114	(10)
Improving Nonverbal Effectiveness	124	(3)
Sexual Harassment	127	(9)
Avoiding Sexual Harassment Problems	128	(1)
Responding to Sexual Harassment	128	(2)
Summary	130	(1)
Key Terms	131	(1)
Activities	131	(2)
Resources	133	(3)
Interpersonal Skills	136	(34)
Building Positive Relationships	137	(7)
Communication Climate	139	(4)
Giving Praise	143	(1)
Dealing with Criticism	144	(5)
Offering Constructive Feedback	145	(1)
Responding to Criticism	146	(3)
Managing Conflict	149	(21)
What Are Conflicts About?	150	(1)
Approaches to Conflict	151	(3)
Handling Conflicts Constructively	154	(11)
Summary	165	(1)
Key Terms	165	(1)
Activities	166	(2)
Resources	168	(2)
part three Interviewing Strategic Case: Platinum Sounds	170	(80)
Principles of Interviewing	172	(28)
Planning the Interview	175	(9)
Define the Goal	175	(1)
Identify and Analyze the Other Party	176	(1)
Prepare a List of Topics	177	(1)
Choose the Best Interview Structure	178	(1)
Consider Possible Questions	179	(4)
Arrange the Setting	183	(1)
Conducting the Interview	184	(7)
Opening	185	(2)
Body	187	(3)
Closing	190	(1)
The Ethics of Interviewing	191	(2)
Obligations of the Interviewer	191	(1)
Obligations of the Interviewee	192	(1)
Sample Interview Plan	193	(7)
Summary	196	(1)
Key Terms	196	(1)
Activities	197	(1)
Resources	198	(2)
Types of Interviews	200	(50)
The Information-Gathering Interview	201	(4)
Collect Background Information	202	(1)
Define Interview Goals and Questions	202	(2)
Choose the Right Interviewee	204	(1)
The Career Research Interview	205	(4)
The Value of Personal Contacts	205	(2)
Choosing Interviewees	207	(1)
Contacting Prospective Interviewees	207	(1)
Following Up	208	(1)
The Employment Interview	209	(32)
Pre-Interview Steps	210	(5)
During the Interview	215	(12)
Post-Interview Follow-up	227	(1)
Interviewing and the Law	228	(4)
Sample Employment Interview	232	(9)
The Performance Appraisal Interview	241	(9)
Definition and Importance	241	(2)
Steps in the Appraisal Process	243	(3)
Summary	246	(1)
Key Terms	246	(1)
Activities	247	(1)
Resources	248	(2)
part four Working in Groups Strategic Case: Museum of Springfield	250	(72)
Working in Teams	252	(40)
The Nature of Teams	254	(4)
Teams Are Essential	254	(1)
Characteristics of Work Groups	255	(3)
Virtual Teams	258	(1)
Leadership and Influence in Groups and Teams	258	(8)
Centralized Leadership	259	(3)
Becoming a Leader	262	(2)
Power and Influence of Members	264	(2)
Problem-Solving Communication	266	(11)
Systematic Problem Solving	266	(2)
Stages in Group Problem Solving	268	(3)
Functional Role Analysis	271	(3)
Decision-Making Methods	274	(3)
Effective Communication in Groups and Teams	277	(15)
Recognize Both Group and Personal Goals	277	(3)
Promote Desirable Norms	280	(2)
Promote an Optimal Level of Cohesiveness	282	(2)
Avoid Excessive Conformity	284	(1)
Encourage Creativity	285	(2)
Summary	287	(1)
Key Terms	287	(1)
Activities	288	(1)
Resources	289	(3)
Effective Meetings	292	(30)
Types of Meetings	295	(3)
Information-Sharing Meetings	295	(1)
Problem-Solving or Decision-Making Meetings	295	(1)
Ritual Activities	295	(1)
Virtual Meetings	296	(2)
Planning a Problem-Solving Meeting	298	(7)
When to Hold a Meeting	298	(3)
Setting an Agenda	301	(4)
Conducting the Meeting	305	(17)
Beginning the Meeting	305	(2)
Conducting Business	307	(7)
Concluding the Meeting	314	(1)
Following Up the Meeting	315	(2)
Summary	317	(1)
Key Terms	318	(1)
Activities	318	(2)
Resources	320	(2)
part five Making Effective Presentations Strategic Case: Fresh Air Sports	322	(177)
Developing and Organizing the Presentation	324	(46)
Analyzing the Situation	328	(8)
Analyzing the Audience	328	(5)
Analyzing Yourself as the Speaker	333	(1)
Analyzing the Occasion	334	(2)
Setting Your Goal and Developing the Thesis	336	(5)
General and Specific Goals	337	(2)
Developing the Thesis	339	(2)
Organizing the Body	341	(14)
Brainstorming Ideas	341	(1)
Basic Organizational Plan	341	(3)
Identify Main Points and Subpoints	344	(1)
Choose the Best Organizational Pattern	344	(9)
Rules for Main Points	353	(2)
Planning the Introduction and Conclusion	355	(7)
Functions of the Introduction	355	(2)
Types of Opening Statements	357	(3)
Functions of the Conclusion	360	(1)
Types of Closing Statements	361	(1)
Adding Transitions	362	(8)
Functions of Transitions	362	(1)
Characteristics of Effective Transitions	362	(3)
Summary	365	(1)
Key Terms	366	(1)
Activities	366	(2)
Resources	368	(2)
Verbal and Visual Support in Presentations	370	(34)
Functions of Supporting Material	372	(1)
Clarity	372	(1)
Interest	373	(1)
Proof	373	(1)
Verbal Support	373	(8)
Definitions	374	(1)
Examples	375	(1)
Stories	375	(2)
Statistics	377	(1)
Comparisons	378	(2)
Quotations	380	(1)
Citing Your Sources	381	(1)
Visual Aids	381	(23)
Types of Visual Aids	383	(7)
Media for Presenting Visual Aids	390	(2)
Presentation Software	392	(5)
Guidelines for Using Visual Aids	397	(2)
Summary	399	(1)
Key Terms	400	(1)
Activities	400	(1)
Resources	401	(3)
Delivering the Presentation	404	(28)
Types of Delivery	406	(5)
Manuscript Presentations	406	(1)
Memorized Presentations	407	(1)
Extemporaneous Presentations	408	(1)
Impromptu Presentations	409	(2)
Guidelines for Delivery	411	(7)
Visual Elements	411	(3)
Verbal Elements	414	(2)
Vocal Elements	416	(2)
Question-and-Answer Sessions	418	(4)
When to Answer Questions	419	(1)
How to Manage Questions	420	(2)
Speaking with Confidence	422	(10)
Accept a Moderate Amount of Nervousness	424	(1)
Speak More Often	424	(1)
Rehearse Your Presentation	425	(1)
Focus on Your Topic and Audience, Not on Yourself	426	(1)
Think Rationally about Your Presentation	426	(1)
Summary	427	(1)
Key Terms	428	(1)
Activities	428	(2)
Resources	430	(2)
Informative, Group, and Special-Occasion Presentations	432	(36)
Informative Presentations	434	(19)
Briefings	434	(1)
Reports	435	(5)
Training	440	(5)
Explanations	445	(2)
Sample Informative Presentation	447	(6)
Group Presentations	453	(5)
Planning a Group Presentation	453	(1)
Approaches to Organizing a Group Presentation	454	(1)
Planning Introductions, Conclusions, and Transitions in Group Presentations	455	(2)
Delivering a Group Presentation	457	(1)
Special-Occasion Speaking	458	(10)
Welcoming a Guest or Group	458	(1)
Introducing Another Speaker	459	(1)
Honoring a Person or Institution	460	(1)
Giving a Toast	461	(1)
Presenting an Award	462	(1)
Accepting an Award	463	(1)
Summary	464	(1)
Key Terms	464	(1)
Activities	465	(1)
Resources	466	(2)
Persuasive Presentations	468	(31)
Types of Persuasive Presentations	469	(5)
Motivational Speeches	470	(1)
Goodwill Speeches	470	(1)
Proposals	470	(2)
Sales Presentations	472	(2)
Ethical Persuasion	474	(2)
Persuasive Strategies	476	(9)
Maximize Your Credibility	476	(2)
Use Logical Arguments	478	(2)
Use Psychological Appeals	480	(5)
Organizing Persuasive Messages	485	(4)
Problem-Solution	486	(1)
Comparative Advantages	486	(1)
Criteria Satisfaction	487	(1)
Motivated Sequence	488	(1)
Sample Sales Presentation	489	(10)
Summary	495	(1)
Key Terms	496	(1)
Activities	496	(1)
Resources	497	(2)
Appendix: Business Writing	499	(34)
Glossary	533	(7)
Notes	540	(20)
Credits	560	(3)
Index	563