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Part One Basics of Business and Professional Communication Strategic Case: Sundown Bakery |
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2 | (64) |
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4 | (28) |
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Communication and Career Success |
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5 | (2) |
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The Nature of Communication |
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7 | (6) |
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7 | (2) |
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Basics of the Communication Model |
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9 | (1) |
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10 | (3) |
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Communicating in and beyond Organizations |
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13 | (11) |
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Formal Communication Networks |
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13 | (5) |
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Informal Communication Networks |
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18 | (1) |
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19 | (5) |
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Ethical Dimensions of Communication |
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24 | (3) |
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27 | (1) |
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27 | (1) |
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27 | (1) |
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27 | (2) |
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29 | (3) |
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2 Communication, Culture, and Work |
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32 | (34) |
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34 | (3) |
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Communication in a Diverse Society |
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37 | (9) |
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38 | (1) |
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39 | (1) |
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40 | (2) |
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42 | (1) |
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43 | (1) |
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44 | (1) |
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45 | (1) |
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Cultural Differences in International Business |
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46 | (7) |
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46 | (4) |
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Fundamental Dimensions of Cultural Diversity |
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50 | (3) |
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Diversity and Ethical Issues |
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53 | (3) |
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54 | (1) |
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Responding to Ethical Challenges |
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54 | (2) |
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Communicating across Diversity |
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56 | (3) |
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Become Culturally Literate |
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56 | (1) |
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Develop Constructive Attitudes |
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57 | (1) |
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58 | (1) |
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59 | (1) |
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59 | (1) |
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59 | (1) |
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59 | (2) |
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61 | (5) |
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Part Two Personal Skills Strategic Case: Omnicom Marketing |
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66 | (144) |
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68 | (20) |
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69 | (3) |
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The Importance of Listening |
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69 | (1) |
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Assumptions about Listening |
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70 | (2) |
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Barriers to Effective Listening |
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72 | (3) |
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72 | (1) |
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73 | (1) |
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73 | (2) |
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75 | (1) |
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75 | (1) |
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75 | (1) |
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76 | (1) |
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76 | (1) |
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Listening More Effectively |
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76 | (7) |
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77 | (4) |
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81 | (2) |
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83 | (1) |
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83 | (1) |
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83 | (1) |
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84 | (1) |
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85 | (3) |
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4 Verbal and Nonverbal Messages |
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88 | (36) |
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90 | (12) |
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90 | (5) |
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95 | (2) |
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Language and Identity Management |
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97 | (2) |
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Feminine and Masculine Language Use |
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99 | (3) |
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102 | (14) |
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Characteristics of Nonverbal Communication |
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102 | (2) |
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Types of Nonverbal Communication |
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104 | (9) |
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Improving Nonverbal Effectiveness |
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113 | (3) |
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116 | (1) |
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116 | (1) |
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116 | (1) |
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116 | (4) |
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120 | (4) |
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5 Interpersonal Skills and Success |
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124 | (38) |
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Interpersonal Skills and Success |
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125 | (3) |
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Building Positive Relationships |
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125 | (1) |
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126 | (1) |
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Enhancing Organizational Climate |
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127 | (1) |
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128 | (9) |
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128 | (2) |
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130 | (3) |
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Offering and Responding to Criticism |
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133 | (4) |
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Dealing with Difficult People and Situations |
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137 | (7) |
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138 | (1) |
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139 | (3) |
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142 | (2) |
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Problematic Communication |
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144 | (1) |
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144 | (10) |
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145 | (1) |
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146 | (3) |
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Handling Conflicts Constructively |
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149 | (5) |
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154 | (1) |
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154 | (1) |
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155 | (1) |
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155 | (2) |
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157 | (5) |
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6 Principles of Interviewing |
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162 | (48) |
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164 | (29) |
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The Information-Gathering Interview |
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164 | (1) |
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The Career Research Interview |
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165 | (4) |
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169 | (21) |
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The Performance Appraisal Interview |
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190 | (3) |
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193 | (9) |
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193 | (5) |
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198 | (4) |
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The Ethics of Interviewing |
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202 | (2) |
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Obligations of the Interviewer |
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202 | (1) |
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Obligations of the Respondent |
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203 | (1) |
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204 | (1) |
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204 | (1) |
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204 | (1) |
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205 | (2) |
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207 | (3) |
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Part Three Working in Groups Strategic Case: Museum of Springfield |
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210 | (64) |
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7 Leading and Working in Teams |
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212 | (30) |
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214 | (5) |
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Characteristics of Workgroups |
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214 | (2) |
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What Makes a Group a Team? |
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216 | (1) |
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217 | (2) |
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Leadership and Influence in Teams |
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219 | (6) |
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Perspectives on Leadership |
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219 | (2) |
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221 | (1) |
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222 | (1) |
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Power and Influence of Members |
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223 | (2) |
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Effective Communication in Teams |
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225 | (11) |
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226 | (1) |
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Recognize Both Team and Personal Goals |
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227 | (4) |
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231 | (2) |
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Promote an Optimal Level of Cohesiveness |
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233 | (2) |
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Avoid Excessive Conformity |
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235 | (1) |
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236 | (1) |
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236 | (1) |
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237 | (1) |
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237 | (1) |
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238 | (4) |
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242 | (32) |
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243 | (4) |
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Information-Sharing Meetings |
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244 | (1) |
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Problem-Solving and Decision-Making Meetings |
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245 | (1) |
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246 | (1) |
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247 | (5) |
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247 | (2) |
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249 | (1) |
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249 | (1) |
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Collaborative Technologies |
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250 | (2) |
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252 | (5) |
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252 | (2) |
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254 | (3) |
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257 | (1) |
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257 | (10) |
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257 | (1) |
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258 | (6) |
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264 | (1) |
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265 | (2) |
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267 | (1) |
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267 | (1) |
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268 | (1) |
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268 | (1) |
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269 | (5) |
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Part Four Making Effective Presentations Strategic Case: Fresh Air Sports |
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274 | (133) |
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9 Types of Business Presentations and Their Audiences |
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276 | (24) |
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Common Business Presentations |
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277 | (14) |
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Presentations to Inform and Instruct |
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278 | (6) |
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Presentations to Persuade |
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284 | (3) |
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Presentations for Special Occasions |
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287 | (4) |
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Common Audiences for Business Presentations |
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291 | (4) |
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292 | (1) |
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292 | (3) |
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295 | (1) |
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295 | (1) |
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296 | (1) |
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296 | (1) |
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297 | (3) |
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10 Developing and Organizing the Presentation |
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300 | (40) |
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302 | (9) |
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302 | (2) |
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304 | (3) |
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Analyzing Yourself as the Speaker |
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307 | (2) |
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309 | (2) |
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Setting Specific Goals and Developing a Thesis |
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311 | (3) |
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311 | (2) |
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313 | (1) |
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314 | (12) |
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Brainstorming and Research |
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314 | (2) |
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Identifying Main Points and Subpoints |
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316 | (1) |
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316 | (3) |
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Choosing the Best Organizational Pattern |
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319 | (7) |
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Developing Introductions, Conclusions, and Transitions |
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326 | (9) |
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Functions of Introductions |
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326 | (2) |
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Types of Opening Statements |
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328 | (2) |
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330 | (1) |
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Types of Closing Statements |
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331 | (1) |
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332 | (1) |
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Characteristics of Effective Transitions |
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333 | (2) |
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335 | (1) |
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335 | (1) |
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335 | (1) |
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336 | (2) |
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338 | (2) |
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11 Supporting the Presentation |
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340 | (40) |
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Functions of Supporting Material |
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341 | (2) |
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342 | (1) |
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343 | (1) |
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343 | (1) |
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343 | (8) |
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344 | (1) |
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345 | (1) |
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346 | (2) |
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348 | (1) |
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349 | (2) |
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351 | (1) |
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351 | (6) |
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Maximize Your Credibility |
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352 | (1) |
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353 | (1) |
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Use Psychological Appeals |
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354 | (3) |
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357 | (14) |
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358 | (7) |
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365 | (4) |
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Guidelines for Using Visual Aids |
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369 | (2) |
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371 | (3) |
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371 | (1) |
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372 | (1) |
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373 | (1) |
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374 | (1) |
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374 | (1) |
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374 | (1) |
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375 | (1) |
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376 | (4) |
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12 Delivering the Presentation |
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380 | (27) |
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381 | (4) |
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381 | (1) |
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382 | (1) |
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Extemporaneous Presentations |
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383 | (1) |
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384 | (1) |
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385 | (5) |
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Accept a Moderate Amount of Nervousness |
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385 | (1) |
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386 | (1) |
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Draw from Negative Experiences |
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387 | (1) |
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Seek Opportunities to Speak |
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387 | (1) |
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Rehearse Your Presentation |
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387 | (1) |
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Assess Your Delivery with Technology |
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388 | (2) |
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390 | (7) |
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390 | (2) |
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392 | (3) |
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395 | (2) |
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Managing Questions and Feedback |
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397 | (5) |
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397 | (2) |
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399 | (2) |
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401 | (1) |
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402 | (1) |
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402 | (1) |
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402 | (1) |
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403 | (2) |
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405 | (2) |
Appendix I Interviewing Materials |
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407 | (11) |
Appendix II Business Writing |
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418 | (26) |
Appendix III Problem-Solving Communication |
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444 | (6) |
Appendix IV Sample Presentations |
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450 | (13) |
Appendix V Crisis Communication |
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463 | (4) |
Glossary |
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467 | (7) |
Index |
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474 | |