Note: Supplemental materials are not guaranteed with Rental or Used book purchases.
Purchase Benefits
What is included with this book?
What's the Problem? Why We Don't Communicate Well in the Workplace | p. 1 |
What This Book is About | p. 2 |
How Do I Know? | p. 3 |
Why We Have Such a Hard Time Communicating | p. 4 |
Where It Begins | p. 5 |
How It Develops | p. 6 |
What We Want | p. 7 |
What Motivates Work | p. 8 |
Status | p. 8 |
Usefulness | p. 9 |
Affection/Acceptance | p. 9 |
Money/Security | p. 10 |
Our Public Image | p. 12 |
What Works, What Doesn't and Why | p. 12 |
What We Already Know | p. 13 |
Basic Work Personalities | p. 13 |
Achievers | p. 14 |
Affiliators | p. 15 |
Influencers | p. 16 |
Using the Work Types | p. 18 |
A Predominance of Achievers | p. 19 |
The Basics of Communicating: Why and How People Listen | p. 21 |
Telling and Listening | p. 21 |
The One-sided Nature of Telling | p. 21 |
Listening Is Work | p. 22 |
Motivation | p. 22 |
What Makes People Listen | p. 23 |
Self Interest | p. 23 |
Who's Telling | p. 25 |
How They Tell It | p. 31 |
The New Techniques of Telling | p. 34 |
Basic Techniques of Television Communication | p. 34 |
Communication Consequences of TV | p. 36 |
Implications for Business Communication | p. 40 |
Verbal vs. Non-Verbal Communication | p. 40 |
How We Communicate | p. 40 |
Common Obstacles to Communication | p. 43 |
How People Feel About Learning | p. 43 |
Language | p. 45 |
Getting Ready to Communicate: Fore-thought for Strategies | p. 48 |
Developing Strategies | p. 48 |
What Goes Wrong and Why | p. 48 |
Where We Get Stuck | p. 52 |
Fore-Thought | p. 52 |
Who Is Your Audience? | p. 53 |
What You Know, What You Need | p. 53 |
The Fore-Thought Chart | p. 56 |
The Basic Idea | p. 56 |
The Process | p. 57 |
Objective Goals | p. 58 |
Emotional Needs | p. 61 |
Probable Expectations | p. 68 |
A Chart for the Summoned | p. 74 |
Fore-Thought Check-List | p. 76 |
Forethought for Larger Audiences | p. 77 |
Structuring and Organizing Business Encounters | p. 78 |
Preparation | p. 78 |
Choose and Edit Your Goals | p. 78 |
Scheduling the Meeting | p. 81 |
When to Meet | p. 81 |
Which Day | p. 84 |
Where to Meet | p. 85 |
To Lunch or Not to Lunch | p. 89 |
Breakfast Meetings | p. 90 |
Getting on the Calendar | p. 91 |
Techniques | p. 91 |
Designing Presentations: What Captures Attention and Understanding | p. 96 |
Guidelines for Designing Presentations | p. 97 |
How We Think | p. 97 |
What We Need So We Understand and Stay Interested | p. 99 |
Structuring a Presentation | p. 104 |
Outline Form | p. 104 |
Order of Presentation | p. 104 |
Checklist | p. 109 |
Making Messages Visual | p. 110 |
Why Use Visual Reinforcement | p. 110 |
What to Show; What to Tell | p. 110 |
"Leave-Behinds" | p. 112 |
Designing Visual Materials | p. 114 |
Basic Guidelines | p. 114 |
Techniques for Using Visual Aids | p. 117 |
Close Encounters: One-on-One | p. 119 |
Openers | p. 119 |
Before You Begin | p. 120 |
Change Gears | p. 120 |
Warm-up | p. 120 |
Small Talk | p. 121 |
Where to Sit | p. 123 |
Amenities | p. 124 |
Body Language | p. 125 |
Substance | p. 126 |
Up Front: Agenda, Goals, Time | p. 126 |
Sharing the Power | p. 127 |
Motivation | p. 129 |
Telling and Explaining | p. 129 |
Discussion | p. 130 |
Special Issues | p. 132 |
Creative Criticism | p. 132 |
Getting at the Truth | p. 134 |
Handling Anger--Yours and His/Hers | p. 135 |
Closure | p. 138 |
Recap and Clarify | p. 138 |
List Next Steps | p. 139 |
Follow-Up | p. 139 |
End on a High Note | p. 139 |
Checklist | p. 140 |
Presentations: How to Make Memorable Speeches | p. 142 |
Understanding Audiences | p. 142 |
How Audiences Feel | p. 142 |
Planning Your Presentation | p. 145 |
Profile Your Audience | p. 145 |
Why Are They Coming | p. 147 |
Physical Realities | p. 149 |
Designing Your Presentation | p. 150 |
Positioning the Speech | p. 150 |
Basic Organization of a Speech | p. 153 |
Should You Write It? | p. 154 |
Written vs. Oral Speeches | p. 154 |
The Effect of Written Speeches on the Audience | p. 156 |
The Effects on You, the Speaker | p. 157 |
For Addicted Speechwriters | p. 158 |
For Extemporizes | p. 158 |
Making Usable Notes and Outlines | p. 159 |
The Basic Process | p. 159 |
Techniques for Delivering Memorable Speeches | p. 164 |
Attention-Getting Openings | p. 164 |
Audience Involvement | p. 168 |
Presenting Subject Matter | p. 171 |
Endings | p. 174 |
Personal Style | p. 175 |
Being Yourself | p. 175 |
How You Feel Toward Your Audience | p. 176 |
Stage Fright | p. 177 |
Getting Started | p. 179 |
The Lectern or Podium | p. 181 |
Speaking and Language Skills | p. 182 |
Making Language Clear | p. 182 |
Analogies | p. 183 |
Use Words Visually | p. 183 |
Emphasize | p. 184 |
The Use of Silence | p. 184 |
A Postscript | p. 185 |
The Never-Make-A-Speech-Without-It Checklist | p. 185 |
The Art of Being Questioned: The Audience or the Boss Vs. You | p. 188 |
Basic Principles of Answering Questions | p. 188 |
The Questioning Process | p. 188 |
Conditioning | p. 189 |
How We Answer Questions | p. 189 |
The Audiences vs. You: Answering Audience Questions | p. 191 |
Why Answer Questions? | p. 191 |
Preparing for Q and A | p. 193 |
Answering Techniques | p. 196 |
Getting Started | p. 196 |
Handling Questions | p. 198 |
Handling Difficult Questions and Questioners | p. 201 |
Buying Time | p. 201 |
Avoiding the Question | p. 203 |
Turning Questions Around | p. 203 |
Cutting People Off | p. 204 |
Getting the Audience on Your Side | p. 204 |
Handling Hostility | p. 205 |
Why People Get Hostile | p. 205 |
Techniques for Handling Hostility | p. 207 |
The Boss vs. You | p. 211 |
The Dynamics of Power | p. 211 |
How Much Room at the Top | p. 211 |
Preparation | p. 213 |
Basic Techniques for Answering | p. 214 |
Answering Informational Questions | p. 215 |
Answering Critical Questions | p. 217 |
Role Play and Practice | p. 220 |
Meetings: Leading and Participating Effectively | p. 222 |
What Goes Wrong and Why | p. 222 |
Factual Issues | p. 222 |
"Feeling" Issues | p. 224 |
Why Meetings? | p. 226 |
Comparison of What Should Be and What Is | p. 227 |
Basic Personalities at Meetings | p. 228 |
Players in a Group Interaction | p. 229 |
Interaction | p. 232 |
Basic Communication Skills for Meetings | p. 233 |
Listening | p. 233 |
Supporting | p. 236 |
Disagreeing | p. 239 |
Personal Skills for Leaders | p. 240 |
Personal Skills for Meeting Participants | p. 243 |
Creating and Leading Effective Meetings | p. 246 |
Planning | p. 246 |
Creating the Agenda | p. 246 |
Designing and Implementing the Meeting | p. 249 |
Leadership Techniques | p. 250 |
Warm-Ups | p. 250 |
Openings | p. 251 |
The Body of the Meeting | p. 252 |
Assign Visual Charting | p. 253 |
Closure | p. 255 |
The Last Word | p. 257 |
A Personal Note | p. 258 |
Index | p. 259 |
Table of Contents provided by Syndetics. All Rights Reserved. |
The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.