Communication 2000: Comprehensive

by Agency for Instructional Technology

• ISBN13: 9780538432566
• ISBN10: 053843256X
• Edition: 2nd
• Format: Hardcover
• Copyright: 2002-01-28
• Publisher: Cengage Learning

Summary

This hardcover 768 page text is compiled of approximately 64 pages of instruction from each of the twelve Communication 2000 2E titles: Business & Technical Writing, Reading for Information, Interpersonal Communication, Personal Effectiveness, Powerful Presentations, Employment Communication, Resolving Problems and Conflicts, Communicating With Customers, Communicating With Your Team, Communication and Diversity, Communication and Ethics, and Technology of Communication. This series is a modular communication skills series with interactive, multimedia technology to motivate learners, promote active learning, and prepare users to successfully communicate in tomorrow's workplace. Comprehensive coverage of workplace communication skills includes reading, writing, speaking, listening, problem solving, interpersonal skills, information management, and technology. Building on the highly successful format and content of the first edition, this completely updated edition will integrate and emphasize Internet and technologies, more activities and project-based applications, and new video footage.

Table of Contents

Business and Technical Writing
Writing in the Workplace	2	(4)
Making your business writing effective, clear, and persuasive Video Spotlight: Introduction to Workplace Writing	4	(2)
Planning Written Communication	6	(6)
Understanding audience, purpose, and forms of business writing
Collecting Information	12	(8)
Methods for gathering and evaluating information
Video Spotlight: UrbanIQ: Collecting Information for Market Research	16	(4)
Organizing and Developing a Document	20	(6)
Assessing information, using outlines and refining language
Revising Your Document	26	(6)
Gathering feedback for editorial structural and content revisions
Video Spotlight: David Coverly, Cartoonist: Revising for Your Audience
Look and Feel	32	(6)
The importance of page design in written communication
Video Spotlight: USA Today: Communicating Through Graphics	36	(2)
Images, Graphics, and Charts	38	(6)
Conveying information through graphic elements
Business Correspondence and Reports	44	(8)
Memos, e-mail, letters and feasibility reports
Literature Connection: ``Eye Halve a Spelling Chequer'' by Anonymous	50	(2)
Writing Instructions	52	(8)
Planning writing, and assessing effective instructions
Video Spotlight: The Boeing Company: Technical Instructions	55	(1)
Literature Connection: ``The Pen''	56	(4)
Mary Weston Fordham
Writing Proposals	60	(8)
The elements of proposals and persuasive writing
Reading for Information
Reading on the Job	68	(6)
The importance of good reading skills to workplace success
Video Spotlight: Introduction to Reading in the Workplace	70	(2)
Literature Connection: ``Boyhood Days''	72	(2)
Booker T. Washington
Reading That Works	74	(4)
Approaching reading with a knowledge strategy
Read What You Need	78	(6)
Strategies for prioritizing information and reading comprehension
Video Spotlight: Max Hsu, Media Guru: Reading for Success	80	(2)
Literature Connection: ``Intelligent Reading''	82	(2)
Helen Keller
Managing Information	84	(6)
Identifying your information needs
Sources of Information	90	(6)
Exploring research tools and sources
Video Spotlight: Court TV: Sources of Information
Organizing Information	96	(6)
Tools for focusing on essential information
Electronic Information	102	(6)
Strategies for digital reading
Reading Business Forms	108	(6)
Gathering information from common business documents
Reading Tables, Graphs, and Charts	114	(6)
Interpreting graphics and visual information
Video Spotlight: Reading Charts and Graphs	118	(2)
Ethics and Information	120	(6)
Recognizing misleading and unethical uses of information
Video Spotlight: CMG Worldwide: Trademarks and Licensing	123	(3)
Interpersonal Communication
Workplace Interaction	126	(6)
Communication strategies for getting along with coworkers
Video Spotlight: Introduction to Interpersonal Communication	129	(2)
Literature Connection: ``The Human Touch''	131	(1)
Spencer Michael Free
Getting and Giving Instructions	132	(6)
Techniques for understanding and explaining instructions
Getting Input	138	(6)
The importance of listening and observation
Video Spotlight: SCI FI Channel: Working Together	141	(3)
Barriers to Communication	144	(6)
Strategies for understanding and adapting communication styles
Literature Connection: ``A Time to Talk''	147	(3)
Robert Frost
The Language Trap	150	(6)
Methods for combating language traps such as stereotyping and bullying
Stating Your Case	156	(6)
The essentials of persuasion
Video Spotlight: Hirons & Company: Stating Your Case in Advertising	160	(2)
Negotiating in the Workplace	162	(6)
Techniques for achieving win-win outcomes
Video Spotlight: Sharing a Job	166	(2)
Informal Communication	168	(8)
Tips for networking and developing leadership skills
Surviving Interaction	176	(6)
Techniques for handling stressful work situations and relationships
Electronic Interaction	182	(12)
Professional and appropriate uses of telephone and e-mail
Video Spotlight: The Big E-mail Blunder	185	(7)
Personal Effectiveness
Attributes in Demand 188
Skills for success in today s workplace
Video Spotlight: Introduction to Personal Effectiveness	192	(2)
Setting Goals	194	(6)
Short-term and long-term goals overcoming obstacles to success
Getting Organized	200	(6)
The Importance of planning self-discipline, and organization
How Others See You	206	(6)
Understanding evaluations and personal improvement
Video Spotlight: How Others See You: The Performance Appraisal	209	(3)
Managing Time	212	(8)
Effective time management and overcoming common time wasters
Video Spotlight: The Procrastinating Caterer	216	(2)
Literature Connection: ``A Letter from Abraham Lincoln''	218	(2)
Abraham Lincoln
Critical Attributes	220	(6)
The importance of self esteem and perseverance
Finding What You Want	226	(6)
Resources and skills for identifying your talents and career goals
Video Spotlight: Sandy Dean, SCI FI Associate Producer: Persistence Pays Off	229	(3)
Presenting Yourself	232	(6)
Effective resumes cover letters, and interviews
Staying with It	238	(6)
The importance of a positive attitude and adaptability
Keeping Up with Change	244	(10)
Understanding changing job conditions and establishing a career map
Video Spotlight: Internet Security Systems: The Threat of Change	248	(2)
Literature Connection: ``The Life of the Caterpillar''	250	(4)
Jean Henri Fabre
Powerful Presentations
Presentations in Business	254	(6)
The importance of being a skillful presenter
Video Spotlight: Introduction to Workplace Presentations	257	(3)
Overcoming Fear	260	(6)
Strategies for relieving communication apprehension
Video Spotlight: Toastmasters: Dealing with Apprehension	263	(3)
The Roles of Presenters and Listeners	266	(4)
Understanding your audience's messages
Before the Presentation	270	(4)
Preparing for your audience's needs
Video Spotlight: Know Your Audience	272	(2)
Developing Content	274	(6)
Knowing your purpose and gathering information for key ideas
Video Spotlight: Kiki Stockhammer: Effective Sales Presentations	277	(3)
Organizing a Presentation	280	(6)
Using outlines, introductions transitions, and conclusions effectively
Literature Connection: ``The Overworked Elocutionist''	283	(3)
Carolyn Wells
Involving the Audience	286	(8)
Engaging your audience and using visual aids
Video Spotlight: airwalk: Involving the Audience	289	(1)
Literature Connection: ``I Have a Dream''	290	(4)
Dr. Martin Luther King, Jr.
Questions and Answers	294	(6)
Planning for and handling question and answer sessions
The Art of Informing	300	(6)
Enhancing listeners' understanding in an informational presentation
The Art of Persuasion	306	(6)
Strategies for persuasive speaking and holding an audience's attention
Video Spotlight: The Blood Drive: Persuasion Techniques	309	(3)
Employment Communication
Developing Your Resume	312	(6)
Components and characteristics of an effective resume
Video Spotlight: Introduction to Employment Communication	315	(3)
Cover Letters and More	318	(6)
Strategies for preparing cover letters and job applications
What to Look For	324	(8)
Exploring salary, compensation, and job benefits
Literature Connection: ``To Be of Use''	330	(2)
Marge Piercy
Where to Look	332	(4)
Strategies for job hunting and networking
Video Spotlight: Getting Started	334	(2)
Surfing for a Job	336	(4)
Job-search resources on the Web
Preparing for the Interview	340	(6)
Effective research, planning, and preparation
Video Spotlight: Be Prepared!	343	(3)
During the Interview	346	(6)
Communicating effectively and presenting a professional image
Video Spotlight: The Interview	349	(3)
After the Interview	352	(6)
Techniques for an effective follow-up
Your First Day	358	(6)
Getting off to a good start in a new job
Changing Jobs	364	(8)
Methods for handling employment changes
Video Spotlight: Headhunter.net: Online Career Resources	367	(1)
Literature Connection; ``Mother to Son''	368	(4)
Langston Hughes
Resolving Problems and Conflicts
Looking at Both Sides	372	(4)
Understanding the role of perception and point of view in conflict
Video Spotlight: Introduction to Conflict in the Workplace	374	(2)
Problem Solving and Decision Making	376	(10)
Solving problems through common goals and strategies for analyzing decisions
Literature Connection: ``Fireman for Life''	382	(4)
Bailey White
Listen!	386	(6)
The importance of effective listening in resolving differences
Video Spotlight: The Standoff	389	(3)
Preventing Conflict	392	(6)
Strategies for handling criticism and controlling anger
Negotiating a Solution	398	(6)
Negotiation roles, behaviors, and strategies
Video Spotlight: Valerie Barnett, Federal Mediator: Negotiating a Solution	401	(1)
Literature Connection: ``Eureka College Commencement Address''	402	(2)
President Ronald Reagan
Reaching for Fairness	404	(6)
Understanding fairness and brainstorming creative solutions
Your Role as Peacemaker	410	(6)
Skills for effective intervention and mediation
Video Spotlight: The Peacemaker	413	(3)
Negotiating at a Distance	416	(4)
Strategies for negotiating electronically
The Boiling Point	420	(6)
Steps to take when conflict and anger reach the ``boiling point''
Company Policy as Problem Solver	426	(6)
How company policies and disciplinary actions are used to solve problems
Video Spotlight: Chris Schrader Vice President, Human Resources: Company Policies	429	(3)
Communicating with Customers
Customer Care	432	(6)
Communication skills for effective customer service
Video Spotlight: Introduction to Communicating with Customers	434	(2)
Literature Connection: ``Dolores Dante''	436	(2)
Studs Terkel
Knowing Your Company and Your Customer	438	(6)
The importance of business knowledge and customer information
Video Spotlight: Hot Rods by Boyd: Knowing Your Customer	441	(3)
Relating with Your Customer	444	(6)
Active listening and problem solving
Silent Communication	450	(6)
First impressions and nonverbal communication
Company Versus Customer	456	(8)
Customer complaints and conflict resolution
Video Spotlight: The Unhappy Patient	459	(5)
Serving Customers by Telephone	464	(6)
Skills for effective telephone communication
Video Spotlight: CallNet: Handling 10,000 Calls a Day	467	(3)
Corresponding with Customers	470	(6)
Strategies for written communication and e-mail
The Diversity of Customers	476	(4)
Showing sensitivity to all customers and avoiding stereotypes
Serving International Customers	480	(6)
Cultural cues, etiquette, and language barriers
Serving Customers on the Web	486	(6)
Online customer service and offline alternatives
Video Spotlight: Godiva: Online Customer Service	488	(4)
Communicating with Your Team
Teams and the Workplace	492	(6)
The importance of communication in teamwork
Video Spotlight: Introduction to Team Communication	495	(3)
Forming a Team	498	(6)
Establishing roles and responsibilities of team members
Team Goals	504	(4)
Setting effective team goals
Video Spotlight: Treadway Motorsports: Working Together to Win	506	(2)
Supporting the Team	508	(8)
Positive process behaviors used in teamwork
Video Spotlight: Forest Manor Health Clinic: Team Support	510	(2)
Literature Connection: ``George Olsen's Letter''	512	(4)
George Olsen
Tools for Teams	516	(6)
Electronic tools and meeting spaces
Video Spotlight: airwalk: Conferencing and Collaboration	519	(3)
Team Problem Solving	522	(6)
Strategies for solving problems and making decisions in teams
Video Spotlight: Wishard Hospital EMTs: Team Problem Solving	525	(3)
Diversity and a Stronger Team	528	(6)
Benefiting from a diverse team
Teamwork Barriers	534	(6)
Strategies for overcoming negative behaviors in teams
When Conflict Occurs	540	(4)
Turning team conflict into creativity and effectiveness
Video Spotlight: The Team Meeting	542	(2)
Taking the Lead	544	(8)
Elements of effective leadership styles
Literature Connection: ``The Calf-Path''	548	(4)
Sam Walter Foss
Communication and Diversity
Diversity at Work	552	(6)
The importance of understanding and cooperating in a diverse workforce
Video Spotlight: Introduction to Diversity in the Workplace	555	(3)
The Changing U.S. Workforce	558	(4)
Trends and demographic changes in the U.S. workforce	562	(1)
Diversity as a Resource	562	(6)
How diversity can lead to business success
Video Spotlight: Uwajimaya Asian Grocery: The Value of Diversity	565	(3)
Culture, Language, and Communication	568	(8)
Methods for overcoming cultural communication barriers
Overcoming Stereotypes	576	(8)
Strategies for overcoming misconceptions and improving communication
Video Spotlight: Avon: Overcoming Stereotypes	579	(1)
Literature Connection: ``The Dinner Party''	580	(4)
Mona Gardner
Cultural Differences and Conflict	584	(6)
Understanding cultural differences and sources of conflict
Accepting Differences	590	(8)
Communicating with sensitivity and empathy
Literature Connection: ``Talk to Me''	596	(2)
Steve Fiffer
Diversity and the Law	598	(6)
Illegal discrimination and harassment in the workplace
Video Spotlight: Joe Hogsett, Attorney at Law: Discrimination in the Workplace	602	(2)
Communicating Globally	604	(4)
Communication skills for success in international business
Understanding Global Diversity	608	(6)
Understanding unique cultural practices in global business communication
Video Spotlight: Global Diversity: Customs and Etiquette	610	(4)
Communication and Ethics
Ethics in the Workplace	614	(6)
Acting ethically on the job
Video Spotlight: Introduction to Ethics in the Workplace	616	(4)
Making the Right Decisions	620	(6)
Ethical standards for making decisions and analyzing consequences
Video Spotlight: NCR: Ethical Standards at Work	623	(3)
Communicating Truthfully	626	(6)
Truth and honesty in the workplace
Video Spotlight: Jim Parham, Vice President, Public Relations: The Truth about Public Relations	628	(1)
Literature Connection: ``Mercury and the Woodman'' by Aesop	629	(3)
The Language of Contracts	632	(4)
Advantages and obligations of contracts and agreements
Conflict of Interest	636	(6)
Standards for resolving conflicts of interest on the job
Video Spotlight: A Landscaper's Dilemma	638	(4)
Communicating with Accountability	642	(8)
The importance of being accountable for time, effort, and communication
Literature Connection: ``The Ten Commandments of Cell Phone Etiquette''	646	(4)
Dan Briody
Ethics on the Web	650	(6)
Ethical challenges of electronic communication
Questioning the Ethics of Others	656	(8)
Strategies and risks of questioning coworkers and whistle blowing
Video Spotlight: Anything to Get the Sale	659	(1)
Literature Connection: ``The Black Sheep''	660	(4)
Italo Calvino
Confidential Communication	664	(4)
Honoring confidentiality and right to privacy
Video Spotlight: Bloomington Hospital: The Ethics of Confidentiality	666	(2)
Everyday Ethics	668	(6)
Applying ethical standards to workplace behavior and communication
The Technology of Communication
Overview of Communication Technologies	674	(6)
Trends in communication technologies and their effect on the workplace
Video Spotlight: Introduction to Communication Technology	676	(2)
Literature Connection: Mark Twain and the Typewriter: Part 1	678	(2)
The Internet and Information	680	(6)
Using the Internet to collect information
The Internet and Communication	686	(3)
Features of well-designed Web sites and two-way Internet communication
Video Spotlight: The Infinite Web: Communication via the Internet	689
Ethics and the Internet	682	(14)
Moral and ethical dilemmas related to communicating via the Internet
Telephone Communication	696	(6)
Effective business communication through advancements in telephone technology
Teleconferencing and Videoconferencing	702	(6)
Benefits and basic techniques for conferencing
Video Spotlight: Superior Cattle Auction: Videoconferencing	705	(3)
Wireless Devices	708	(4)
Exploring applications and trends in wireless technology
Telecommuting	712	(6)
Benefits and best applications of telecommuting
Video Spotlight: Alice Bredin, Journalist: Successful Telecommuting	716	(2)
Integrated Technologies	718	(4)
Exploring how technologies are integrated to create unique advancements
Video Spotlight: OnStar: Street-Smart Technology	720	(2)
Selecting a Technology	722	(6)
Understanding the costs and benefits of adopting new technology
Video Spotlight: Hirons & Company: Selecting Technology	725	(1)
Literature Connection: Mark Twain and the Typewriter: Part 2	726	(2)
Glossary	728	(12)
Index	740