Communicating at work : strategies for success in business and the professions

The 11th edition of Communicating at Work enhances the strategic approach, real-world practicality, and reader-friendly voice that have made this text the market leader for three decades. On every page, students learn how to communicate in ways that enhance their own career success and help their organization operate effectively.

This edition retains the hallmark features that have been praised by faculty and students--a strong emphasis on ethical communication and cultural diversity, discussions of evolving communication technologies, and self-assessment tools--while incorporating important updates and ground-breaking digital teaching and learning tools to help students better connect to the course material and apply it to real world business situations.

Part 1 Basics of Business and Professional Communication Strategic Case: Sundown Bakery	p. 2
1 Communicating at Work	p. 4
Communication and Career Success	p. 5
The Nature of Communication	p. 7
Communication Principles	p. 7
Basics of the Communication Model	p. 9
Communication Channels	p. 11
Communicating in and beyond Organizations	p. 14
Formal Communication Networks	p. 14
Informal Communication Networks	p. 19
Personal Networking	p. 22
Ethical Dimensions of Communication	p. 25
Master the Chapter	p. 27
Review Points	p. 27
Key Terms	p. 27
Activities	p. 28
2 Communication, Culture, and Work	p. 30
The Nature of Culture	p. 32
Communication in a Diverse Society	p. 33
Race and Ethnicity	p. 34
Social Class	p. 34
Generational Differences	p. 35
Regional Differences	p. 36
Disabilities	p. 37
Cultural Differences in International Business	p. 38
Customs and Behavior	p. 38
Fundamental Dimensions of Cultural Diversity	p. 42
Diversity and Ethical Issues	p. 47
Communicating across Diversity	p. 48
Become Culturally Literate	p. 48
Develop Constructive Attitudes	p. 49
Adapt Your Behavior	p. 51
Master the Chapter	p. 53
Review Points	p. 53
Key Terms	p. 53
Activities	p. 54
Part 2 Personal Skills Strategic Case: Omnicom Marketing	p. 56
3 Listening	p. 58
Listening at Work	p. 59
The Importance of Listening	p. 59
Assumptions about Listening	p. 60
Barriers to Effective Listening	p. 62
Environmental Barriers	p. 62
Physiological Barriers	p. 63
Psychological Barriers	p. 63
Listening Styles	p. 65
Relational Listening	p. 65
Analytical Listening	p. 65
Task-Oriented Listening	p. 66
Critical Listening	p. 66
Listening More Effectively	p. 66
Listening to Understand	p. 66
Listening to Evaluate	p. 71
Master the Chapter	p. 73
Review Points	p. 73
Key Terms	p. 73
Activities	p. 74
4 Verbal and Nonverbal Messages	p. 76
Verbal Messages	p. 78
Clarity and Ambiguity	p. 79
Inflammatory Language	p. 84
Language and Identity Management	p. 85
Feminine and Masculine Language Use	p. 87
Nonverbal Communication	p. 90
Characteristics of Nonverbal Communication	p. 90
Types of Nonverbal Communication	p. 92
Improving Nonverbal Effectiveness	p. 101
Master the Chapter	p. 104
Review Points	p. 104
Key Terms	p. 104
Activities	p. 104
5 Interpersonal Strategies and Skills	p. 108
Interpersonal Skills and Success	p. 109
Building Positive Relationships	p. 109
Affirming Dignity	p. 110
Enhancing Organizational Climate	p. 111
Sharing Feedback	p. 112
Giving Praise	p. 112
Raising Difficult Issues	p. 113
Offering and Responding to Criticism	p. 116
Dealing with Difficult People and Situations	p. 120
Incivility	p. 120
Bullying	p. 121
Sexual Harassment	p. 123
Managing Conflict	p. 125
What Are Conflicts About?	p. 126
Approaches to Conflict	p. 127
Handling Conflicts Constructively	p. 129
Master the Chapter	p. 135
Review Points	p. 135
Key Terms	p. 136
Activities	p. 136
6 Principles of Interviewing	p. 140
Interviewing Strategies	p. 142
Planning the Interview	p. 142
Conducting the Interview	p. 147
Types of Interviews	p. 152
The Information-Gathering Interview	p. 153
The Career Research Interview	p. 154
The Employment Interview	p. 158
The Ethics of Interviewing	p. 176
Obligations of the Interviewer	p. 176
Obligations of the Interviewee	p. 177
Master the Chapter	p. 178
Review Points	p. 178
Key Terms	p. 178
Activities	p. 178
Part 3 Working in Groups Strategic Case: Museum of Springfield	p. 182
7 Leading and Working in Teams	p. 184
The Nature of Teams	p. 186
Characteristics of Work Groups	p. 187
What Makes a Group a Team?	p. 188
Virtual Teams	p. 189
Leadership and Influence in Teams	p. 191
Perspectives on Leadership	p. 191
Leader-Member Exchange	p. 193
Becoming a Leader	p. 194
Power and Influence of Members	p. 195
Effective Communication in Teams	p. 197
Fill Functional Roles	p. 198
Recognize Both Team and Personal Goals	p. 198
Promote Desirable Norms	p. 202
Promote an Optimal Level of Cohesiveness	p. 204
Avoid Excessive Conformity	p. 206
Master the Chapter	p. 207
Review Points	p. 207
Key Terms	p. 208
Activities	p. 208
8 Effective Meetings	p. 210
Types of Meetings	p. 212
Information-Sharing Meetings	p. 212
Problem-Solving and Decision-Making Meetings	p. 213
Ritual Activities	p. 213
Virtual Meetings	p. 213
Planning a Problem-Solving Meeting	p. 214
When to Hold a Meeting	p. 215
Setting an Agenda	p. 217
Conducting the Meeting	p. 219
Beginning the Meeting	p. 220
Conducting Business	p. 221
Concluding the Meeting	p. 227
Following Up the Meeting	p. 230
Problem-Solving Communication	p. 230
Stages in Group Problem Solving	p. 230
Enhancing Creativity	p. 234
Systematic Problem Solving	p. 235
Decision-Making Methods	p. 238
Master the Chapter	p. 240
Review Points	p. 240
Key Terms	p. 241
Activities	p. 241
Part 4 Making Effective Presentations Strategic Case: Fresh Air Sports	p. 244
9 Developing and Organizing the Presentation	p. 246
Analyzing the Situation	p. 249
Analyzing the Audience	p. 249
Analyzing Yourself as the Speaker	p. 254
Analyzing the Occasion	p. 255
Setting Your Goal and Developing the Thesis	p. 257
General-and Specific Goals	p. 257
Developing the Thesis	p. 259
Organizing the Body	p. 260
Brainstorming Ideas	p. 261
Basic Organizational Plan	p. 261
Identify Main Points and Subpoints	p. 263
Choose the Best Organizational Pattern	p. 264
Rules for Main Points	p. 271
Planning the Introduction and Conclusion	p. 273
Functions of the Introduction	p. 273
Types of Opening Statements	p. 274
Functions of the Conclusion	p. 278
Types of Closing Statements	p. 278
Adding Transitions	p. 279
Functions of Transitions	p. 279
Characteristics of Effective Transitions	p. 282
Master the Chapter	p. 283
Review Points	p. 283
Key Terms	p. 283
Activities	p. 284
10 Verbal and Visual Support in Presentations	p. 286
Functions of Supporting Material	p. 288
Clarity	p. 288
Interest	p. 289
Proof	p. 289
Verbal Support	p. 289
Definitions	p. 289
Examples	p. 290
Stories	p. 291
Statistics	p. 294
Comparisons	p. 295
Quotations	p. 296
Citing Your Sources	p. 297
Visual Aids	p. 298
Types of Visual Aids	p. 298
Media for Presenting Visual Aids	p. 304
Presentation Software	p. 305
Guidelines for Using Visual Aids	p. 308
Master the Chapter	p. 311
Review Points	p. 311
Key Terms	p. 311
Activities	p. 312
11 Delivering the Presentation	p. 314
Types of Delivery	p. 315
Manuscript Presentations	p. 316
Memorized Presentations	p. 316
Extemporaneous Presentations	p. 316
Impromptu Presentations	p. 318
Guidelines for Delivery	p. 319
Visual Elements	p. 319
Verbal Elements	p. 323
Vocal Elements	p. 325
Question-and-Answer Sessions	p. 326
When to Answer Questions	p. 326
How to Manage Questions	p. 328
Speaking with Confidence	p. 330
Accept a Moderate Amount of Nervousness	p. 331
Speak More Often	p. 331
Rehearse Your Presentation	p. 332
Focus on Your Topic and the Audience	p. 332
Think Rationally about Your Presentation	p. 333
Master the Chapter	p. 335
Review Points	p. 335
Key Terms	p. 335
Activities	p. 336
12 Types of Business Presentations	p. 338
Informative Presentations	p. 339
Briefings	p. 339
Reports	p. 341
Training	p. 344
Persuasive Presentations	p. 350
Organizing Persuasive Messages	p. 351
Types of Persuasive Presentations	p. 353
Strategies for Ethical Persuasion	p. 357
Group Presentations	p. 366
Approaches to Organizing a Group Presentation	p. 366
Planning Introductions, Conclusions, and Transitions in Group Presentations	p. 367
Delivering a Group Presentation	p. 368
Special-Occasion Speaking	p. 368
Welcoming a Guest or Group	p. 368
Introducing Another Speaker	p. 369
Honoring a Person or an Institution	p. 370
Giving a Toast	p. 371
Presenting an Award	p. 372
Accepting an Award	p. 372
Master the Chapter	p. 374
Review Points	p. 374
Key Terms	p. 375
Activities	p. 375
Appendix I Interviewing Materials	p. 378
Appendix II Sample Presentations	p. 391
Appendix III Business Writing	p. 402
Glossary	p. 420

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