Managing Business and Professional Communication
Pearson (Verlag)
978-0-205-52486-0 (ISBN)
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Tailoring relevant communication concepts to the unique demands of the workplace environment, Business and Professional Communication surpasses the coverage of traditional communication books to address the most recent surveys of expected workplace competencies: exhibiting leadership; managing organizational culture, communication style differences, and conflict; dealing with difficult people; improving diversity and intercultural communication; and interviewing, selling, and negotiating successfully. Business and Professional Communication not only prepares the reader for relevant, informative, and persuasive public presentations in the workplace, but also prepares them for managing cultural diversity, sales, customer-service, audits, briefings/reports, team-building, and other communication proficiencies vital for success in the modern workplace.
UNIT I: FOUNDATIONS OF BUSINESS AND PROFESSIONAL COMMUNICATION
Chapter 1 Introducing Business and Professional Communication
Communication Gaps in the Workplace
• Case 1.1: Making Communication Adjustments
Communication Competencies Needed in Organizations
• Skills at Work 1.1: Time Spent in Communication
Business and Professional Communication Competencies
• Skills at Work 1.2: Self-Assessment of Communication Strengths and Weaknesses
Definition and Model of Business and Professional Communication
Communication Axioms
• Web at Work 1.1: Business and Professional Communication
Business and Professional Communication in Four Contexts
In Perspective
Discussion Questions
Exercises
References
Chapter 2 Managing Leadership Communication in Organizational Cultures
Organizational Culture as the Context for Communication
• Case 2.1: A Clash of Cultures
Features of Organizational Culture
• Case 2.2: Accepting Company Values
• Case 2.3: Taco Bell’s Organizational Culture
• Skills at Work 2.1: Improving Communication Style in Organizations
Organizational Leadership Communication Designs
• Case 2.4: Developing Communication Strategies
• Skills at Work 2.2: Rethinking Herzberg
• Case 2.5: Incentives and Performance
• Skills at Work 2.3: What Are Your Qualities as a Leader?
• Web at Work 2.1: Organizational Culture and Leadership
In Perspective
Discussion Questions
Exercises
References
UNIT II: INTERPERSONAL COMMUNICATION IN BUSINESS AND PROFESSIONAL COMMUNICATION
Chapter 3 Managing Interpersonal Communication in the Workplace
Interpersonal Communication Principles in the Workplace
• Skills at Work 3.1: Impression Formation in Action
• Case 3.1: Separate Conversations
• Case 3.2: Processing Bad News
Social Exchange Theory
• Skills at Work 3.2: Social Exchange Theory at Work
Managing Interpersonal Communication Skills
• Case 3.3: The Effects of Unresolved Conflict
• Case 3.4: Overcoming Omission
• Case 3.5: “Any Questions?”
• Skills at Work 3.3: Immediacy Assessment
• Skills at Work 3.4: Verbal Communication Skills Assessment
• Skills at Work 3.5: Improving Interpersonal Communication in Leadership
In Perspective
• Web at Work 3.1: Interpersonal Communication
Discussion Questions
Exercises
References
Chapter 4 Managing Nonverbal Communication in the Workplace
Defining Nonverbal Communication
Importance of Nonverbal Communication in the Workplace
• Case 4.1: Reading a Troubled Co-Worker
Functions and Rules of Nonverbal Communication
Elements of Nonverbal Communication
• Case 4.2: Sending Unintentional Messages
Using Nonverbal Communication in the Workplace
• Skills at Work 4.1: Nonverbal Communication and Sales
• Skills at Work 4.2: Monochronic and Polychronic Style Assessment
In Perspective
• Web at Work 4.1: Nonverbal Communication
Discussion Questions
Exercises
References
Chapter 5 Managing Communication Conflict in the Workplace
Conflict in the Workplace
• Case 5.1: The Day the Committee Came
• Web at Work 5.1: Conflict
Communication Skills in Managing Conflict
• Skills at Work 5.1: Conflict Style Assessment
• Case 5.2: Running a Family Business
• Case 5.3: Supportive and Defensive Climates
Communication Skills in Managing Negotiation
• Skills at Work 5.2: Space Survival Exercise
• Case 5.4: The Jones Family Land Case
• Skills at Work 5.3: Negotiation Style Assessment
• Case 5.5: Conflict at City Hospital
In Perspective
Discussion Questions
Exercises
References
Chapter 6 Managing Intercultural Communication in the Workplace
Definition and Model of Intercultural Communication
• Web at Work 6.1: Intercultural Communication
Understanding Cultural Diversity
Importance of Managing Cultural Diversity
• Case 6.1: Alleged Bias at General Motors
Intercultural Communication Strategies for Promoting Unity
• Skills at Work 6.1: Cultural Differences in Nonverbal Communication
• Case 6.2: Hasty Generalization in the Workplace
• Case 6.3: Negotiating Conflicts Caused by Diversity
In Perspective
Discussion Questions
Exercises
References
Chapter 7 Managing Communication with Customers and clients
Definition and Model of Customer Service
Communicating to Enhance Customer Service
• Case 7.1: Adding Lights in the Parking Lot
• Case 7.2: Would You Buy a Used Car from This Company?
• Skills at Work 7.1: Listening Assessment
• Case 7.3: The Real Cost of a Coke
Changing the Organizational Culture to Enhance Customer Service
• Skills at Work 7.2: Common Customer Service Myths
• Web at Work 7.1: Customer Service Communication
In Perspective
Discussion Questions
Exercises
References
UNIT III: SMALL GROUPS AND TEAMS IN BUSINESS AND PROFESSIONAL COMMUNICATION
Chapter 8 Managing Group Communication in the Workplace
Defining Small-Group Communication
Group Outcomes
Communication Networks in Small Groups
• Case 8.1: Communication and Control
• Case 8.2: Communication and Low Morale
• Case 8.3: Central Network Overload
Leadership in Teams and Small Groups
• Case 8.4: The Right Kind of Leadership
Communicating for Group Decision Making
• Skills at Work 8.1: Assessment of Small-Group Satisfaction Outcomes
• Case 8.5: The Bay of Pigs Incident
Conducting Group Discussions
• Case 8.6: Overcoming Barriers to Quality Service
Strategies for Managing Group Communication
In Perspective
• Web at Work 8.1: Small-Group Communication
Discussion Questions
Exercises
References
Chapter 9 Managing Team Building in the Workplace
Definition and Model of Teams
Functions of Teams in the Workplace
• Web at Work 9.1: Building and Managing Teams
• Case 9.1: Benefits of Employee Satisfaction
Qualities of Successful Teams
• Case 9.2: A Bigger and Better Vision and Mission
• Skills at Work 9.1: Assessment of Team Norms
Outcomes of Successful Teams
• Case 9.3: Documenting Successful Team Performance
In Perspective
Discussion Questions
Exercises
References
Chapter 10 Managing Interviews in the Workplace
Importance of Interviewing
Types of Interviews
• Skills at Work 10.1: Finding Job Opportunities
• Case 10.1: Answering “Killer” Questions
• Case 10.2: Standing Out in a Group Interview
Structuring Effective Interviews
Interview Questions
Creating Effective Résumés
• Web at Work 10.1: Creating Résumés
• Web at Work 10.2: Résumé-Posting Services
• Skills At Work 10.2: E-Mail Do’s and Don’ts
• Web at Work 10.3: Writing Cover Letters
• Skills at Work 10.3: Writing a Letter of Recommendation
In Perspective
Discussion Questions
Exercises
References
UNIT IV: PUBLIC PRESENTATIONS IN BUSINESS AND PROFESSIONAL COMMUNICATION
Chapter 11 Managing Public Presentations in the Workplace
Importance of Making Public Presentations
Building Credibility
• Case 11.1: The Power of Effective Presentations
• Case 11.2: Creating Credibility
• Skills at Work 11.1: Assessing Your Competence
• Skills at Work 11.2: Assessing Your Character
• Case 11.3: The Power of Charisma
• Skills at Work 11.3: Assessing Your Charisma
• Case 11.4: Connecting with the Queen
• Skills at Work 11.4: Assessing Your Co-Orientation
Building Confidence
Skills at Work 11.5: Assessment of Communication Apprehension
Consulting for Audience Analysis
• Case 11.5: Speaking to the Sales Team
• Web at Work 11.1: Audience Analysis
• Case 11.6: Conditions beyond Control
• Skills at Work 11.6: Understanding Your Audience
In Perspective
Discussion Questions
Exercises
References
Chapter 12 Managing Presentational Skills in the Workplace
Elements of Language Style
• Case 12.1: Improving Upon “Dry” Language
• Case 12.2: Creating Effective Narratives
• Case 12.3: Talking in Code
Elements of Delivery
• Skills at Work 12.1: Common Delivery Mistakes
Methods of Delivery
• Skills at Work 12.2: Guidelines for Extemporaneous Delivery
Visual Aids
• Web at Work 12.1: PowerPoint Presentations
In Perspective
Discussion Questions
Exercises
References
Chapter 13 Managing Informative Presentations in the Workplace
Developing Informative Presentations
• Skills at Work 13.1: Topic Selection Worksheet
• Web at Work 13.1: Topic Selection
• Skills at Work 13.2: Evaluating a Purpose Statement
• Skills at Work 13.3: Evaluating a Thesis Statement
• Case 13.1: Using Analogies
• Web at Work 13.2: Search Engines
• Skills at Work 13.4: Evaluating an Introduction
• Skills at Work 13.5: Evaluating a Conclusion
Types of Informative Presentations
In Perspective
Discussion Questions
Exercises
References
Chapter 14 Managing Persuasive Presentations in the Workplace
Attitudes, Values, Beliefs, and Behaviors
• Case 14.1: Bringing about Change
Principles of Persuasion
• Case 14.2: Overcoming Cognitive Dissonance
Developing Persuasive Presentations
• Case 14.3: Alienating the Audience with Fear
• Web at Work 14.1: Persuasive Speaking
• Case 14.4: Creating an Effective Visualization
• Skills at Work 14.1: Evaluating an Argument
In Perspective
Discussion Questions
Exercises
References
Chapter 15 Managing Sales Presentations in the Workplace
Principles of Sales Communication
• Case 15.1: The Benefits of Relationship Selling
Strategies for Effective Sales Communication
• Web at Work 15.1: Sales Training
• Skills at Work 15.1: Handling Customer Objections and Questions
In Perspective
Discussion Questions
Exercises
References
Epilogue: What Can You Do with a Communication Major?
Benefits of Theory and Skills
Careers in Business and Professional Communication
Finals Words
APPENDICES
Appendix A: Listening in the Workplace
Appendix B: Communication Style in the Workplace
Appendix C: Changes in Organizational Cultures
Appendix D: Communication Networks in the Workplace
Appendix E: Communication Audits in the Workplace
Appendix F: Speech Evaluation Forms
Glossary
| Erscheint lt. Verlag | 20.8.2007 |
|---|---|
| Sprache | englisch |
| Maße | 227 x 190 mm |
| Gewicht | 682 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management |
| ISBN-10 | 0-205-52486-9 / 0205524869 |
| ISBN-13 | 978-0-205-52486-0 / 9780205524860 |
| Zustand | Neuware |
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