Business and professional communication : plans, processes, and performance

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Centered on the notion that business communication aims to influence the interpretation of issues and events, this presentation-oriented text provides practical tips and applications while discussing relevant theory. Grounded in real business examples and basic skills, Business and Professional Communication places a strong emphasis on presentations in business settings to better prepare students for the realities of daily career life. Its complete approach and unique topic coverage provides clear guidance for all communication practices in businesses and organizations.

Preface	p. xiii
Chapter 1 The Role of Communication in Business and the Professions	p. 1
What is Communication?	p. 4
Meaning	p. 4
The Flow of Messages	p. 7
Goals of Communication	p. 10
Shared Meaning Is the Objective of Most Business and Professional Communication	p. 10
Ambiguity Is the Objective of Some Business and Professional Communication	p. 12
Effective Communications is Audience-Centered	p. 13
Communication Competence	p. 14
Summary	p. 16
Dyadic and Group Communication
Chapter 2 The Employment Interview	p. 20
The Pre-Interview Stage	p. 21
Research	p. 21
The Resume	p. 23
The Cover Letter	p. 30
The Interview Stage	p. 40
Presenting Yourself in an Employment Interview: Nonverbal Dimensions	p. 40
Presenting Yourself in an Employment Interview: Verbal Dimensions	p. 42
The Post-Interview Stage	p. 47
Getting the Job Offer	p. 49
Salary Negotiation	p. 49
Dealing with Rejection	p. 50
Summary	p. 50
Chapter 3 Listening and Feedback in Organizational Relationships	p. 53
Recall Listening	p. 55
Motivate Yourself to Listen	p. 55
Focus on Content Rather Than Delivery	p. 56
Defer Judgment	p. 56
Take Advantage of Thought Speed	p. 56
Listen for Meaning	p. 58
Take Notes	p. 58
Empathic Listening	p. 59
Develop an Attitude of Acceptance	p. 59
Provide Feedback	p. 62
Summary	p. 66
Chapter 4 Interpersonal Politics: Power and Sexual Harassment in Organizations	p. 69
Interpersonal Power and Politics	p. 70
The Nature of Organizational Power	p. 70
The Nature of Organizational Politics	p. 72
Creating a Power Base for Political Action: A Focus on Interpersonal Networks	p. 77
Building Interpersonal Networks: the Experience of Women and Minorities	p. 79
Barriers to the Informal Network	p. 79
Overcoming Informal Network Barriers	p. 80
Sexual Harassment: A Gross Imbalance of Power	p. 82
Formal Strategies for Managing Sexual Harassment	p. 85
Informal Strategies for Managing Sexual Harassment	p. 86
Summary	p. 89
Chapter 5 Communicating in Organizational Groups and Teams	p. 92
Team Roles	p. 93
The Leadership Role	p. 93
Membership Roles in Groups and Teams	p. 99
Decision Making in Group and Team Meetings	p. 102
Preparing and Conducting Meetings	p. 102
Decision-Making Agendas	p. 105
Discussion Techniques	p. 107
Conflict in Groups and Teams	p. 111
Too Little Conflict	p. 112
Too Much Conflict	p. 112
Summary	p. 116
Creating a Professional Presentation
Chapter 6 Considering Audience Feedback	p. 119
Analyze the Situation	p. 120
Occasion	p. 121
Size	p. 122
Organizational Culture	p. 122
Physical Environment	p. 123
Time	p. 123
Analyze Listener Characteristics	p. 124
Demographics	p. 124
Captivity	p. 125
Predisposition Toward the Speaker	p. 126
Predisposition Toward the Topic	p. 126
Techniques for Analyzing the Audience	p. 135
Summary	p. 137
Chapter 7 Preparing and Delivering Presentations	p. 139
Decide on the General Purpose	p. 140
Select a Topic	p. 140
Develop the Specific Purpose Statement	p. 141
Develop the Main Idea Statement	p. 143
Gather Supporting Material	p. 143
Examples	p. 144
Statistics	p. 145
Testimony	p. 145
Research the Topic	p. 146
Using the Library	p. 146
Using the Internet	p. 147
Conducting Interviews	p. 150
Apply the Information Learned from the Audience Analysis	p. 151
Structure the Main Ideas in the Body of the Speech	p. 154
Chronological Structure	p. 154
Spatial Structure	p. 155
Cause-Effect and Effect-Cause Structures	p. 156
Problem Solution Structure	p. 156
Topical Structure	p. 156
Outline the Speech	p. 157
The Preparation Outline	p. 157
The Delivery Outline	p. 163
Develop the Introduction and Conclusion	p. 164
The Introduction	p. 164
The Conclusion	p. 169
Rehearsal and Delivery Considerations	p. 170
Summary	p. 171
Chapter 8 Creating and Using Visual Aids	p. 174
Types of Visual Aids	p. 175
Objects	p. 176
Models	p. 176
Chalkboard/Whiteboard/Flip Chart	p. 176
Handouts	p. 177
Photographs and Slides	p. 177
Charts and Graphs	p. 178
Text Visuals	p. 185
Constructed Visuals	p. 185
Videotape	p. 189
Presenting Visual Aids to the Audience	p. 190
Computer-Generated Graphics	p. 191
Integrating Computer-Generated Graphics into the Presentation	p. 191
Formatting Computer-Generated Slides	p. 193
Summary	p. 194
Types of Business and Professional Presentations
Chapter 9 Technical Presentations	p. 197
Understanding the Audience for Technical Information	p. 200
General Guidelines for Communicating Technical Information	p. 201
Make Appropriate Word Choices	p. 202
Make Frequent Use of Examples and Analogies	p. 202
Translate Measurement Scales into Useful Analogies	p. 203
Create Relevant Visual Aids	p. 204
Overcoming Obstacles to Shared Meaning	p. 204
Difficult Concepts	p. 205
Difficult Structures or Processes	p. 207
Structuring the Technical Presentation	p. 209
Summary	p. 209
Chapter 10 Proposal Presentations	p. 217
Audience Analysis for Persuasive Proposals	p. 218
Proposal Structures	p. 219
The Problem Solution Structure	p. 219
Monroe's Motivated Sequence	p. 220
The N-A-R Structure	p. 223
The Balance Structure	p. 224
Developing Persuasive Arguments	p. 226
Deductive Arguments	p. 226
Inductive Arguments	p. 233
Refutation Tactics	p. 235
Outlining Your Points to Show Logical Relationships	p. 236
Developing Effective Credibility Appeals	p. 238
Developing Effective Emotional Appeals	p. 238
Summary	p. 243
Chapter 11 Sales Presentations	p. 247
The Significance of Sales Presentations in Business and the Professions	p. 248
Audience Analysis for Sales Presentations	p. 251
Asking Questions	p. 252
Listening for Metaphors	p. 253
Visual Aids for Sales Presentations	p. 254
Content Considerations for Sales Presentations	p. 255
Delivering the Sales Presentation	p. 258
Structuring the Sales Presentation	p. 259
Summary	p. 261
Chapter 12 Risk Communication	p. 264
The Significance of Risk Communication in Business and Government	p. 265
The Scientific Process of Risk Analysis	p. 267
The Goals of Risk Analysis	p. 267
Risk Analysis as an Inexact Science	p. 268
Audience Perceptions of Risk	p. 270
Credibility and the Process of Risk Communication	p. 271
Individual Credibility	p. 273
Process Credibility	p. 275
Institutional Credibility	p. 276
Creating Risk Messages	p. 277
Informative Risk Communication	p. 278
Persuasive Risk Communication	p. 281
Summary	p. 283
Chapter 13 Crisis Communication	p. 287
The Significance of Crisis Communication in Businesses and the Professions	p. 289
The Components of Crisis Communication	p. 297
Forming a Crisis Management Team and Precrisis Planning	p. 298
Communication Responses to Organizational Crisis	p. 300
Denial	p. 302
Evading Responsibility	p. 303
Reducing Offensiveness	p. 306
Corrective Action	p. 308
Mortification	p. 308
Effectively Employing Crisis Communication Strategies	p. 309
Use Multiple Strategies in Concert with One Another	p. 309
Support All Strategies with Strong Reasoning and Evidence	p. 310
Exercise Visible Leadership from the Highest Executives	p. 311
Identify the Target Audience and Select Strategies Accordingly	p. 311
Recognize the Limits of Persuasive Communication	p. 314
Structuring Organizational Crisis Communication	p. 314
Summary	p. 315
Index	p. 325

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