Business and Professional Communication

Cover
Business and Professional Communication
DEDICATION
ABOUT THE AUTHORS
BRIEF CONTENTS
A PEOPLE FIRST APPROACH
For Instructors
For Students
ASSOCIATION FOR BUSINESS COMMUNICATION
ACKNOWLEDGMENTS
CONTENTS
CHAPTER 1: Communicating for Professional Success
	Understanding the Communication Process
		Six Principles of Communication
		Elements of the Communication Process
	CAREER TIP
	Communication in Professional Networks
		Networkers Communicate Effectively in Formal Professional Networks
		Networkers Communicate Effectively in Informal Professional Networks
		Networkers Employ Many Communication Channels to Stay Connected to Their Networks
	TECH TIP
		Networkers Build Broad Professional Communication Networks
	Cultivating Credibility
		Credible Communicators Build Trust
		Credible Communicators Develop Rapport
		Credible Communicators Listen Actively
		Credible Communicators Maintain Integrity and Accountability
	PEOPLE FIRST
		Credible Communicators Know and Adapt to Their Audiences
	Characteristics of Successful Communicators
		Communicating Competently
		Characteristics of Successful Communicators
	THE COMPETENT COMMUNICATOR
	FOCUS ON ETHICS
	Chapter Wrap-Up
	A Look Back
	Key Terms
	Chapter Review Questions
	Skill-Building Exercises
	Endnotes
CHAPTER 2: Culture, Diversity, and Global Engagement
	Appreciating Culture and Human Diversity
		Culture and Co-culture
		Race, Ethnicity, and Nationality
		Socioeconomic Status
		Disability Status
		Sex, Gender, and Sexuality
		Religion
		Generational Identity
		Other Elements of Identity and Diversity
	Conducting Business on a Global Scale
		Identifying the Ways Cultures Vary
	CAREER TIP
		Adapting to Cultural Norms and Customs
	PEOPLE FIRST
	Addressing Diversity in an Ethical Manner
		Honoring Your Own Cultural Values
		Respecting the Cultural Values and Diverse Backgrounds of Others
		Seeing Cultures and Diversity as an Opportunity to Learn and Grow
		Recognizing the Individuality of Others
	TECH TIP
	Communicating with Cultural Proficiency
		Cultivate Cultural Awareness
		Practice Perspective Taking
		Avoid Cultural Centrism
	FOCUS ON ETHICS
		Adapting to Changing Cultural Norms and Expectations
	THE COMPETENT COMMUNICATOR
	Chapter Wrap-Up
	A Look Back
	Key Terms
	Chapter Review Questions
	Skill-Building Exercises
	Endnotes
CHAPTER 3: Verbal and Nonverbal Messages
	How People Use Language
		The Nature of Language
		Language and Credibility
	FOCUS ON ETHICS
	Fostering Effective Verbal Communication
		Separate Opinions from Factual Claims
	THE COMPETENT COMMUNICATOR
		Speak at an Appropriate Level
		Own Your Thoughts and Feelings
		Use Powerful Language
	CAREER TIP
	Channels of Nonverbal Messages
		The Face and Eyes
		Movement and Gestures
	PEOPLE FIRST
		Touch Behaviors
		Vocal Behaviors
		The Use of Space and Distance
		Physical Appearance
		The Use of Time
	TECH TIP
		The Use of Artifacts
	Improving Your Nonverbal Communication Skills
		Interpreting Nonverbal Communication
		Expressing Nonverbal Messages
	Chapter Wrap-Up
	A Look Back
	Key Terms
	Chapter Review Questions
	Skill-Building Exercises
	Endnotes
CHAPTER 4: Listening and Learning
	Effective Listening and Learning
		What Is Listening?
		The Importance of Listening Effectively
	THE COMPETENT COMMUNICATOR
	Stages and Styles of Effective Listening
		Stages of Effective Listening
		Types of Listening
	Overcoming Barriers to Successful Listening
		Noise
		Pseudolistening and Selective Attention
	TECH TIP
		Information Overload
	FOCUS ON ETHICS
		Glazing Over
		Rebuttal Tendency
	PEOPLE FIRST
		Closed-Mindedness
		Competitive Interrupting
	CAREER TIP
	Honing Your Listening and Learning Skills
		Become a Better Informational Listener
		Become a Better Critical Listener
		Become a Better Empathic Listener
	Chapter Wrap-Up
	A Look Back
	Key Terms
	Chapter Review Questions
	Skill-Building Exercises
	Endnotes
CHAPTER 5: Perspective Taking
	How We Perceive Others
		Perception Is a Process
		The Circular Nature of Perception
		We Commonly Misperceive Others’ Communication Behaviors
	PEOPLE FIRST
	CAREER TIP
	Communicating and Explaining Our Perceptions
		We Explain Behavior through Attributions
		Avoiding Two Common Attribution Errors
	How We Perceive Ourselves
		Self-Concept Defined
		Awareness of the Self-Concept
	THE COMPETENT COMMUNICATOR
	Managing Our Image
		Communication and Image Management
	FOCUS ON ETHICS
	TECH TIP
		Communication and Face Needs
	Chapter Wrap-Up
	A Look Back
	Key Terms
	Chapter Review Questions
	Skill-Building Exercises
	Endnotes
CHAPTER 6: Effective Team Communication
	Developing Effective Teams
		Teams Vary in Several Dimensions
		Teams Go through Four Natural Stages to Reach High Performance
		Effective Teams Build a Work Culture around Values, Norms, and Goals
	Evaluating Team Performance
	FOCUS ON ETHICS
		Teams Should Focus First and Foremost on Performance
		Effective Teams Meet Often
		Effective Teams Embrace Differing Viewpoints and Conflict
		Effective Teams Learn the Communication Styles and Preferences of Their Members
	THE COMPETENT COMMUNICATOR
	CAREER TIP
		Effective Teams Provide Positive Feedback and Evaluate Their Performance Often
	Leadership and Decision-Making Styles
		Leaders Enact Distinct Styles
		Leaders Manage Conflict Constructively
		Leaders Avoid Groupthink
	PEOPLE FIRST
		Leaders Listen Carefully
	TECH TIP
	Principles for Virtual Team Communication
		Focus on Building Trust at Each Stage of Your Virtual Team
		Meet in Person at the Launch of the Virtual Team
		Get to Know One Another
		Use Collaborative Technologies
		Choose an Active Team Leader
		Run Effective Virtual Meetings
	Chapter Wrap-Up
	A Look Back
	Key Terms
	Chapter Review Questions
	Skill-Building Exercises
	Endnotes
CHAPTER 7: Effective Meetings
	Planning for Meetings
		Ask Essential Questions
		Create and Distribute an Agenda
	FOCUS ON ETHICS
	Running Effective Meetings
		Begin on Time
		Create Tradition, Culture, and Variety
		Set Expectations and Follow the Agenda
		Encourage Participation and Expression of Ideas
		Build Consensus and a Plan of Action
	PEOPLE FIRST
		Close the Meeting
	TECH TIP
	Conducting Effective Online Meetings
		Learn the Functions and Limitations of Meeting Software
		Help Participants Use the Meeting Software
		Decide How to Document and Distribute the Discussion
		Start the Meeting with Social Chat or a Lively Question
		Avoid Multitasking
	CAREER TIP
		Use Video When Possible
	Managing Difficult Conversations
	Case Study
		Embrace Difficult Conversations
		Assume the Best in Others
		Adopt a Learning Stance
		Stay Calm and Overcome Noise
		Find Common Ground
		Disagree Diplomatically
		Avoid Exaggeration and Either/Or Approaches
	THE COMPETENT COMMUNICATOR
		Initiate the Conversation, Share Stories, and Focus on Solutions
	Chapter Wrap-Up
	A Look Back
	Key Terms
	Chapter Review Questions
	Skill-Building Exercises
	Endnotes
CHAPTER 8: Career Communication
	Goal Setting and Intentionality in Career Development
	TECH TIP
	Professional Networking
		Conduct Informational Interviews
		Attend Job Fairs and Other Career Networking Events
		Attend Campus Speeches and Other Professional Development Events
		Join Clubs and Other Professional Interest Groups
		Volunteer at a Local Nonprofit
	CAREER TIP
	Preparing a Résumé and Cover Letter
		Set Up the Message Structure for Résumés and Cover Letters
		Pay Attention to Tone, Style, and Design
	FOCUS ON ETHICS
	THE COMPETENT COMMUNICATOR
		Create Chronological and Functional Résumés
		Preparing Résumés for Electronic Screening
		Develop a Reference List
		Construct a Cover Letter
	PEOPLE FIRST
	Developing Your Online Professional Persona
		Provide a Professional Photo
		Create a Personalized URL
		Complete the Summary Space
		Use Multimedia
		Choose Sections Wisely
		Manage Your Recommendations and Endorsements Strategically
		Build a Network of Important Connections
		Show Some Personality and Be Positive
		Maintain a Giver Mentality
		Stay Active on LinkedIn
	Chapter Wrap-Up
	A Look Back
	Key Terms
	Chapter Review Questions
	Skill-Building Exercises
	Endnotes
CHAPTER 9: Interviewing Successfully
	Preparing for a Successful Interview
		What Is an Interview?
		Types of Interviews
		Conducting a Job Search
	CAREER TIP
	Displaying Your Best Self during a Job Interview
	TECH TIP
		Pay Attention to Appearance and Etiquette
		Distinguish between Types of Questions
		Respond Effectively to Interview Questions
	FOCUS ON ETHICS
	PEOPLE FIRST
	Succeed in Web Conference Interviews
		Do Several Trial Runs
		Make Sure Your Profile Creates the Right Impressions
		Look Professional
		Tidy Your Room or Office
		Look Directly at the Camera
		Smile and Express Yourself Nonverbally
		Use Notes Strategically
		Avoid Distractions
	THE COMPETENT COMMUNICATOR
	Following Up after the Job Interview
		Sending a Thank-You Note
		Contacting the Interviewer
	Chapter Wrap-Up
	A Look Back
	Key Terms
	Chapter Review Questions
	Skill-Building Exercises
	Endnotes
CHAPTER 10: Writing across Media
	Creating Effective Emails
		Use Email for the Right Purposes
		Ensure Ease of Reading
		Show Respect for Others’ Time
	PEOPLE FIRST
		Protect Privacy and Confidentiality
		Respond Promptly
		Maintain Professionalism and Appropriate Formality
	TECH TIP
	Manage Emotion and Maintain Civility
	THE COMPETENT COMMUNICATOR
	Working on Internal Digital Platforms
		Follow Your Company’s Digital Communication and Social Media Guidelines
	CAREER TIP
		Organize Your Dashboard to Control Your Communication and Information Flow
		Create a Complete and Professional Profile
		Use Blogs and Status Updates for Team Communication
		Use Shared Files to Collaborate
		Solve Problems with Discussion Forums
	Writing for External Audiences on Social Media
		Writing Posts for Your Organization
		Writing Posts for a Professional Blog
		General Guidelines for Using Social Media in the Workplace
	FOCUS ON ETHICS
	Chapter Wrap-Up
	A Look Back
	Key Terms
	Chapter Review Questions
	Skill-Building Exercises
	Endnotes
CHAPTER 11: Major Goals for Presentations
	Know the Types of Professional Presentations
		Speeches to Inform
		Speeches to Persuade
		Speeches to Introduce
		Group Presentations
	PEOPLE FIRST
		Special Occasion Speeches
	Choose an Appropriate Topic
		Brainstorm to Identify Potential Topics
		Identify Topics That Are Right for You
		Identify Topics That Are Right for Your Audience
	CAREER TIP
		Identify Topics That Are Right for the Occasion
	TECH TIP
	Analyze Your Audience
		Age
		Sex and Sexual Orientation
		Culture
		Economic Status
	FOCUS ON ETHICS
	THE COMPETENT COMMUNICATOR
		Physical and Mental Capabilities
		Political Orientation
	Consider the Speaking Context
		Purpose
		Size
		Available Time
		Distractions
		Prior Knowledge of Your Topic
	Chapter Wrap-Up
	A Look Back
	Key Terms
	Chapter Review Questions
	Skill-Building Exercises
	Endnotes
CHAPTER 12: Planning and Crafting Presentations
	Articulate Your Purpose and Thesis
		Draft a Purpose Statement
	CAREER TIP
		Draft a Thesis Statement
	FOCUS ON ETHICS
	Organize the Body of Your Speech
		Determine Your Main Points
		Organize Your Main Points Strategically
		Use Subpoints to Support Your Main Points
	Creating a Compelling Introduction and Conclusion
		Craft a Memorable Introduction
		Create an Effective Conclusion
	PEOPLE FIRST
	TECH TIP
	Using Transitions Effectively
		Some Transitions Preview and Internally Summarize
		Some Transitions Are Signposts
		Some Transitions Are Nonverbal
	THE COMPETENT COMMUNICATOR
	Chapter Wrap-Up
	A Look Back
	Key Terms
	Chapter Review Questions
	Skill-Building Exercises
	Endnotes
CHAPTER 13: Finding Support for Your Presentation Goals
	Understand Where and Why You Need Support
		Identify Places Where You Need Research Support
		Determine the Type of Support You Require
		Evaluate Supporting Material
	THE COMPETENT COMMUNICATOR
	Know Where to Find Information
		Websites
		Books
	CAREER TIP
		Periodicals and Nonprint Materials
		Databases
		Personal Observations
		Surveys
	Mastering Presentation Aids
		Presentation Aids Can Enhance Your Speech
		Low-Tech Presentation Aids
	TECH TIP
		Multimedia Presentation Aids
		Choosing and Using Presentation Aids
	Using Supporting Material Ethically
		Cause No Harm
		Don’t Commit Intellectual Theft
	FOCUS ON ETHICS
	PEOPLE FIRST
	Chapter Wrap-Up
	A Look Back
	Key Terms
	Chapter Review Questions
	Skill-Building Exercises
	Endnotes
CHAPTER 14: Rehearsing and Delivering Successful Presentations
	Choose Your Delivery Format
		Some Speeches Are Impromptu
		Some Speeches Are Extemporaneous
		Some Speeches Are Scripted
		Some Speeches Are Memorized
		Recorded Speeches
	Rehearsing Effective Delivery
		Visual Elements Affect Delivery
	CAREER TIP
	THE COMPETENT COMMUNICATOR
		Vocal Elements Affect Delivery
		Cultural Norms Affect Preferred Delivery Styles
	Managing Public Speaking Anxiety
		Public Speaking Anxiety Is a Common form of Stress
	PEOPLE FIRST
		Public Speaking Anxiety Can Be Debilitating
		Making Public Speaking Anxiety an Advantage
	TECH TIP
	FOCUS ON ETHICS
	Creating Presence and Projecting Confidence
		Get Comfortable with Your Audience
		Choose Words That Focus on People
		Stay Flexible and Calm
		Use the Room to Your Advantage
		Engage Your Audience
	Chapter Wrap-Up
	A Look Back
	Key Terms
	Chapter Review Questions
	Skill-Building Exercises
	Endnotes
Glossary
Index