Contents   Preface   Part One: Basics of Business and Professional Communication Strategic Case: Sundown Bakery   1: Communicating at Work   Communication and Career Success The Nature of Communication Communication Principles Basics of the Communication Model Communication Channels Communicating in and beyond Organizations Formal Communication Networks Informal Communication Networks Personal Networking Ethical Dimensions of Communication Master the Chapter Review Points Key Terms Activities References     2: Communication, Culture, and Work   The Nature of Culture Communication in a Diverse Society Race and Ethnicity Social Class Generational Differences Regional Differences Disabilities Sex and Gender Military Veterans Cultural Differences in International Business Customs and Behavior Fundamental Dimensions of Cultural Diversity Diversity and Ethical Issues Communicating across Diversity Become Culturally Literate Develop Constructive Attitudes Adapt Your Behavior Master the Chapter Review Points Key Terms Activities References     Part Two: Personal Skills Strategic Case: Omnicom Marketing   3: Listening   Listening at Work The Importance of Listening Assumptions about Listening Barriers to Effective Listening Environmental Barriers Physiological Barriers Psychological Barrier Listening Styles Relational Listening Analytical Listening Task-Oriented Listening  Critical Listening Listening More Effectively Listening to Understand Listening to Evaluate Master the Chapter Review Points Key Terms Activities References     4: Verbal and Nonverbal Messages   Verbal Messages Clarity and Ambiguity  Inflammatory Language Language and Identity Management Feminine and Masculine Language Use Nonverbal Communication Characteristics of Nonverbal Communication Types of Nonverbal Communication Improving Nonverbal Effectiveness  Master the Chapter Review Points Key Terms Activities References     5: Interpersonal Strategies and Skills   Interpersonal Skills and Success   Building Positive Relationships Affirming Dignity Enhancing Organizational Climate Sharing Feedback Giving Praise Raising Difficult Issues Offering and Responding to Criticism Dealing with Difficult People and Situations   Incivility  Workplace Bullying  Sexual Harassment Problematic Communication Managing Conflict Causes of Conflict Approaches to Conflict Handling Conflicts Constructively Master the Chapter Review Points Key Terms Activities References     6: Principles of Interviewing   Types of Interviews The Information-Gathering Interview The Career Research Interview The Employment Interview The Performance Appraisal Interview Interviewing Strategies Planning the Interview Conducting the Interview The Ethics of Interviewing Obligations of the Interviewer Obligations of the Respondent Master the Chapter Review Points Key Terms Activities References     Part Three: Working in Groups Strategic Case: Museum of Springfield   7: Leading and Working in Teams   The Nature of Teams Characteristics of Work Groups What Makes a Group a Team? Virtual Teams Leadership and Influence in Teams   Perspectives on Leadership Leader–Member Exchange Becoming a Leader  Power and Influence of Members Effective Communication in Teams Fill Functional Roles  Recognize Both Team and Personal Goals Promote Desirable Norms  Promote an Optimal Level of Cohesiveness Avoid Excessive Conformity Master the Chapter Review Points Key Terms Activities References     8: Effective Meetings   Types of Meetings Information-Sharing Meetings Problem-Solving and Decision-Making Meetings Ritual Activities Virtual Meetings Conference Calls Web Conferences Video Conferences Collaborative Technologies  Planning a Meeting When to Hold a Meeting Setting an Agenda Pre-Meeting Work Conducting the Meeting Setting the Tone Conducting Business Concluding the Meeting Following Up the Meeting Master the Chapter Review Points Key Terms Activities References     9: Developing and Organizing the Presentation   Analyzing the Situation Analyzing the Audience Analyzing Yourself as the Speaker Analyzing the Occasion  Setting Your Goal and Developing the Thesis General and Specific Goals Developing the Thesis Organizing the Body Brainstorming Ideas  Basic Organizational Plan  Identify Main Points and Subpoints Choose the Best Organizational Pattern  Rules for Main Points  Planning the Introduction and Conclusion Functions of the Introduction Types of Opening Statements Functions of the Conclusion Types of Closing Statements Adding Transitions Functions of Transitions Characteristics of Effective Transitions Master the Chapter Review Points Key Terms Activities References     10: Verbal and Visual Support in Presentations   Functions of Supporting Material 000 Clarity 000 Interest 000 Proof 000 Verbal Support 000 Definitions 000 Examples 000 Storie s 000 Statistics 000 Comparisons 000 Quotations 000 Citing Your Sources 000 Visual Aids 000 Types of Visual Aids 000 Media for Presenting Visual Aids 000 Presentation Software 000 Guidelines for Using Visual Aids 000 Master the Chapter 000 Review Points 000 Key Terms 000 Activities 000 References 00     11: Delivering the Presentation   Types of Delivery Manuscript Presentations Memorized Presentations Extemporaneous Presentations Impromptu Presentations Guidelines for Delivery Visual Elements Verbal Elements Vocal Elements Question-and-Answer Sessions When to Answer Questions   How to Manage Questions Speaking with Confidence Accept a Moderate Amount of Nervousness   Speak More Often   Rehearse Your Presentation   Focus on Your Topic and the Audience   Think Rationally about Your Presentation Master the Chapter Review Points Key Terms Activities   References     12: Types of Business Presentations   Informative Presentations Briefings Reports Training Webinars Press Conferences Persuasive Presentations Types of Persuasive Presentations Strategies for Ethical Persuasion Group Presentations Approaches to Organizing a Group Presentation Introductions, Conclusions, and Transitions in Group Presentations Delivering a Group Presentation Special-Occasion Speaking Welcoming a Guest or Group Introducing Another Speaker Honoring a Person or an Institution Giving a Toast Presenting an Award Accepting an Award Master the Chapter Review Points Key Terms Activities References   Appendix I: Interviewing Materials   Appendix II: Business Writing Appendix III: Problem-Solving Communication Appendix IV: Sample Presentations Appendix V: Crisis Communication   Glossary   Index

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