Communication For Business And The Professions

by Andrews, Patricia Hayes; Baird, John E.

• ISBN13: 9781577663799
• ISBN10: 1577663799
• Edition: 8th
• Format: Paperback
• Copyright: 2005-02-10
• Publisher: Waveland Pr Inc

Table of Contents

Preface	xv
PART 1 Communication in Organizations	1	(128)
Ethical Foundations of Organizational Communication	2	(40)
Why ``Go Do the Right Thing''?	4	(3)
Why Can It Be Difficult to ``Go Do the Right Thing''?	7	(1)
Civic Engagement as Ethical Behavior	8	(2)
Deciding What's ``Right'': Some Ethical Perspectives	10	(6)
Religious Perspective	12	(1)
Utilitarian Perspective	12	(1)
Universalist Perspective	13	(1)
Humanist Perspective	13	(1)
Political/Cultural Perspective	13	(1)
Dialogic Perspective	14	(1)
Situational Perspective	15	(1)
Ethical Issues Concerning Organizational Communication	16	(6)
Advertising	16	(3)
Service versus Profit	19	(1)
Social Responsibility	20	(2)
Employee Rights	22	(7)
The Right to Fair and Equitable Treatment	22	(2)
The Right to Privacy	24	(3)
The Right to Conscientious Objection	27	(2)
Multinational Business and Ethics	29	(1)
``Politically Correct'' Speech	30	(3)
Building Organizational Ethics	33	(3)
Statements of Mission and Values	33	(1)
Codes of Ethics	34	(1)
Management Behaviors	35	(1)
Summary	36	(6)
Questions for Discussion	37	(1)
Exercises	37	(1)
Case Application 1.1	38	(1)
Case Application 1.2	39	(3)
Fundamentals of Organizational Communication	42	(42)
Basic Definitions	46	(3)
Defining Organizations	46	(1)
Understanding the Communication Process	47	(1)
How Communication in Organizations Is Unique	48	(1)
Common Communication Shortcomings	49	(2)
Formal Communication Channels	51	(19)
Downward Communication	51	(6)
Upward Communication	57	(6)
Horizontal Communication	63	(3)
External Communication	66	(4)
Informal Dimensions of Communication	70	(3)
The ``Grapevine''	70	(2)
Blogs as Informal Communication	72	(1)
The Communication System: Technological Benefits and Challenges	73	(7)
Recruitment and Hiring	75	(1)
Crisis Management	76	(1)
Knowledge Management	77	(2)
Technology Issues	79	(1)
Summary	80	(4)
Questions for Discussion	80	(1)
Exercises	81	(1)
Case Application 2.1	81	(1)
Case Application 2.2	82	(2)
Organizational Culture, Leadership, and Followership	84	(45)
Leadership Philosophies	88	(26)
Assumptions about People: ``Classical'' Philosophies	88	(5)
Leadership Roles: ``Task vs. Relationship'' Philosophies	93	(3)
The Sharing of Power: ``Participative Management'' Philosophies	96	(4)
Philosophies Based on Key Organizational Concepts	100	(9)
Comparing/Contrasting Leadership Philosophies	109	(1)
Leadership and Gender	110	(1)
Organizational Culture and Leadership Philosophies	111	(3)
Providing ``Good'' Leadership	114	(3)
Leadership Challenges in Contemporary Organizations	117	(5)
Pressure and Stress in the Workplace	117	(3)
Telecommuting and Virtual Teams	120	(2)
Being an Effective Follower	122	(4)
Following a Bad Leader	123	(2)
Ingratiation	125	(1)
Summary	126	(3)
Questions for Discussion	126	(1)
Exercises	127	(1)
Case Application 3.1	127	(2)
PART 2 Interpersonal Communication	129	(154)
Verbal Messages	130	(38)
Using Words: Semantics	132	(4)
Semantic Problems	133	(1)
Avoiding Semantic Problems	134	(1)
Strategies for Using Words	135	(1)
Effective Writing	136	(10)
Suggestions for Composition	137	(1)
Suggestions for Wording and Phrasing	138	(2)
Suggestions for Punctuation, Grammar, and Spelling	140	(3)
Suggestions for Putting It All Together	143	(3)
Storytelling	146	(3)
Writing E-mails	149	(1)
Destructive Verbal Strategies	150	(6)
Behaviors that Induce Defensiveness	151	(1)
Aggressive Behaviors	152	(1)
Gossip	153	(2)
Swearing	155	(1)
Constructive Verbal Strategies	156	(8)
Supportive Behaviors	156	(2)
Assertive Behaviors	158	(3)
Giving Positive Feedback	161	(1)
Giving Corrective Feedback	162	(1)
Apologizing	163	(1)
Summary	164	(4)
Questions for Discussion	165	(1)
Exercises	165	(1)
Case Application 4.1	166	(2)
Nonverbal Messages	168	(36)
Roles of Nonverbal Cues	170	(1)
The Physical Environment	171	(10)
Contributions of the Environment	172	(9)
Feng Shui	181	(1)
Proxemics	181	(3)
Artifacts	184	(2)
Kinesics	186	(2)
Face and Eyes	188	(5)
Eye Contact	191	(1)
Crying	192	(1)
Touch	193	(2)
Vocalics	195	(3)
Time	198	(1)
Summary	199	(5)
Questions for Discussion	200	(1)
Exercises	200	(1)
Case Application 5.1	200	(1)
Case Application 5.2	201	(3)
Building and Sustaining Relationships	204	(48)
Fundamentals of Interpersonal Relationships: Perception	206	(9)
Stages of Perception	207	(5)
Perceiving People	212	(3)
The Dimensions of Human Relationships in Organizations	215	(7)
Attraction	216	(1)
Dominance	217	(2)
Involvement	219	(2)
Situation	221	(1)
Interrelationships among Relationship Dimensions	222	(1)
Communication Skills for Improving Relationships	222	(11)
Attraction	223	(3)
Dominance	226	(2)
Involvement	228	(5)
Effective Listening	233	(9)
Barriers to Effective Listening	236	(2)
Strategies for Improving Listening	238	(4)
Working with Difficult People	242	(5)
Types of Problem People	242	(4)
Self-Control	246	(1)
Summary	247	(5)
Questions for Discussion	248	(1)
Exercises	248	(1)
Case Application 6.1	249	(1)
Case Application 6.2	250	(2)
Managing Conflict	252	(31)
The Role of Conflict in Organizations and Communities	254	(12)
Philosophies Regarding Conflict	254	(2)
Conflict Settings	256	(3)
Causes of Conflict	259	(4)
Conflict in Communities	263	(3)
Managing Conflict	266	(12)
Communicating to Resolve Conflict	266	(1)
Styles of Conflict Management	267	(4)
Collaborative Conflict Management	271	(3)
Third-Party Intervention	274	(1)
Technology and Conflict	275	(2)
Labor-Management Conflict	277	(1)
Summary	278	(5)
Questions for Discussion	279	(1)
Exercises	279	(1)
Case Application 7.1	280	(1)
Case Application 7.2	281	(2)
PART 3 Interviewing	283	(78)
Fundamentals of Interviewing	284	(38)
The Meaning and Importance of Interviews	286	(1)
Basic Concepts of Interviewing	286	(13)
Preliminary Planning	287	(1)
Opening the Interview	288	(1)
Basic Interviewing Strategies	289	(2)
Asking Questions	291	(4)
Coping with Inadequate Responses	295	(1)
Question Sequences	296	(2)
Closing the Interview	298	(1)
Types of Interviews in Organizations	299	(16)
Appraisal Interviews	301	(5)
Corrective Interviews	306	(5)
Complaint Resolution Interviews	311	(4)
The Ethics of Interviewing	315	(2)
Summary	317	(5)
Questions for Discussion	317	(1)
Exercises	318	(1)
Case Application 8.1	319	(3)
The Employment Interview	322	(39)
The Function and Importance of the Employment Interview	324	(1)
The Role of the Interviewer	324	(12)
Common Problems to Avoid	324	(1)
Knowing the Employment Laws	325	(3)
Knowing the Job's Requirements: Developing an Applicant Profile	328	(1)
Recruiting	329	(1)
Screening	330	(2)
The Interviewing Process	332	(4)
The Role of the Interviewee	336	(18)
Initiating the Quest for Employment: The Self-Inventory and Job Assessment	337	(1)
The Employment Quest: Where to Look for Jobs	338	(2)
Researching the Organization and the Field	340	(1)
Presentation of Self in Writing	341	(7)
Planning for the Interview	348	(1)
Behavior during the Interview	348	(2)
Attitudes to Reveal during the Interview	350	(2)
The Interview: Closing and Follow-Up	352	(2)
The Interview as a Problem-Solving Session	354	(1)
Summary	354	(7)
Questions for Discussion	355	(1)
Exercises	355	(1)
Case Application 9.1	356	(4)
Case Application 9.2	360	(1)
PART 4 Small Group Communication	361	(90)
Group Functions and Socioemotional Variables	362	(30)
Small Groups: Their Meaning and Scope	364	(8)
Defining the Small Group	364	(1)
Teams	365	(3)
Quality Circles	368	(1)
Community Groups and Civic Engagement	369	(1)
Group Discussions in Public Settings	370	(2)
Key Socioemotional Variables in Groups	372	(15)
Pressure for Uniformity	372	(4)
Group Role Structure	376	(6)
Status and Power	382	(2)
Cohesiveness	384	(3)
Summary	387	(5)
Questions for Discussion	388	(1)
Exercises	389	(1)
Case Application 10.1	390	(2)
The Process of Group Decision Making	392	(28)
Pros and Cons of Group Work	394	(1)
Preparing for Group Participation	395	(3)
Discovering and Analyzing Information	396	(2)
Keeping an Open Mind	398	(1)
Discussion Questions	398	(4)
Questions of Fact	399	(1)
Questions of Conjecture	399	(1)
Questions of Value	399	(1)
Questions of Policy	400	(1)
Characteristics of Good Discussion Questions	400	(2)
Organizing Decision-Making Discussions	402	(5)
Process Models of Decision Making	402	(1)
Distinguishing Effective from Ineffective Groups	403	(1)
Problem-Solving Patterns: Some Pragmatic Considerations	404	(3)
Using Technology to Facilitate Groups	407	(4)
GSS Features	407	(1)
Pros and Cons of GSS	407	(2)
The GSS Environment: Beyond Technology	409	(2)
Behavioral Guidelines for Discussion Participants	411	(3)
Summary	414	(6)
Questions for Discussion	416	(1)
Exercises	416	(1)
Case Application 11.1	417	(3)
Leading Group Meetings	420	(31)
Before the Meeting: Preparatory Steps	422	(5)
Deciding When to Call Meetings	422	(1)
Preparing to Conduct Meetings	423	(3)
Announcing Meetings	426	(1)
Leadership Styles	427	(8)
Autocratic	428	(1)
Consultative	429	(1)
Democratic	430	(2)
Laissez-Faire	432	(1)
Team-Building Goals and Strategies	432	(3)
Selecting a Leadership Style	435	(1)
Is Gender Relevant to Group Leadership?	435	(2)
Handling Problem Participants	437	(5)
Members Who Talk Too Much	438	(3)
Members Who Do Not Talk	441	(1)
Follow-up	442	(2)
Conducting Meetings Via Technology	444	(2)
Summary	446	(5)
Questions for Discussion	447	(1)
Exercises	448	(1)
Case Application 12.1	448	(3)
PART 5 Public Communication	451	(118)
Preparing and Supporting Your Speech	452	(36)
The Importance of Public Speaking in Professional and Civic Life	454	(1)
Selecting the Speech Topic	455	(5)
Personal Perspective	455	(2)
The Perspective of the Audience	457	(1)
The Situational Perspective	458	(1)
The Organizational Perspective	459	(1)
Choosing the Speech's Purpose	460	(5)
To Interest	460	(1)
To Inform	461	(1)
To Persuade	462	(1)
Specific Purposes	463	(1)
The Speech's Thesis	464	(1)
Investigating the Speech Topic	465	(5)
Taking a Personal Inventory	466	(1)
Conducting Research	466	(4)
Supporting the Speech with Evidence	470	(9)
Facts	472	(1)
Statistics	472	(1)
Opinions	473	(3)
Examples	476	(1)
Comparisons and Contrasts	477	(2)
Constructing a Persuasive Argument	479	(3)
Premises	480	(1)
Claims	480	(1)
Inductive and Deductive Reasoning	481	(1)
Fallacies in Reasoning	482	(2)
Summary	484	(4)
Questions for Discussion	485	(1)
Exercises	486	(1)
Case Application 13.1	486	(1)
Case Application 13.2	487	(1)
Organizing and Delivering the Public Speech	488	(44)
Organizing the Speech	490	(11)
The Introduction	490	(4)
The Body	494	(4)
Transitions as Bridges	498	(1)
The Conclusion	498	(3)
Outlining the Speech	501	(6)
Delivering the Speech	507	(6)
Developing Confidence	507	(2)
Styles of Delivery	509	(1)
Characteristics of Effective Delivery	510	(2)
Responding to Questions	512	(1)
Language: Striving for Good Oral Style	513	(3)
Differences between Oral and Written Styles	513	(1)
Choosing Words	514	(1)
Constructing Sentences	515	(1)
Using Presentational Aids	516	(8)
Depicting Statistics	517	(2)
Traditional Presentational Aid Options	519	(2)
Computer-Assisted Options	521	(2)
Practical Considerations	523	(1)
Summary	524	(8)
Questions for Discussion	525	(1)
Exercises	526	(1)
Case Application 14.1	527	(5)
Special Persuasive Speaking Applications	532	(37)
Persuasive Speaking: Basic Principles	534	(13)
Analyzing the Audience	534	(7)
Building Credibility	541	(2)
Appealing to Audience Emotions	543	(2)
Strategies for Using Evidence	545	(2)
Proposal Presentations	547	(6)
Defining the Proposal Presentation	547	(1)
Preparing for the Presentation	547	(3)
Patterns of Arrangement for the Presentation	550	(2)
Delivering Your Proposal	552	(1)
Sales Presentations	553	(11)
Preparing for the Sales Presentation	553	(3)
Delivering the Sales Presentation	556	(7)
Ethics and Civic Engagement	563	(1)
Summary	564	(5)
Questions for Discussion	565	(1)
Exercises	565	(2)
Case Application 15.1	567	(1)
Case Application 15.2	567	(2)
Appendix: Parliamentary Procedure	569	(10)
Notes	579	(20)
Name Index	599	(4)
Subject Index	603