Studies indicate that we ignore, forget, distort, or misunderstand ____ percent of what we hear.

COMMUNICATING FOR RESULTS

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FOR RESULTS COMMUNICATING A Guide for Business and the Professions Tenth Edition

Cheryl Hamilton Tarrant County College—NE Campus

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Communicating for Results: A Guide for Business and the Professions, Tenth Edition Cheryl Hamilton

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Brief Contents

CHAPTER 1 THE COMMUNICATION PROCESS: AN INTRODUCTION, 1

CHAPTER 2 COMMUNICATION IN THE WORKPLACE, 30

CHAPTER 3 CONFLICT, CULTURE, AND RELATIONSHIPS, 65

CHAPTER 4 EFFECTIVE LISTENING, 108

CHAPTER 5 NONVERBAL COMMUNICATION, 135

CHAPTER 6 OVERCOMING OBSTACLES TO COMMUNICATION IN THE ELECTRONIC AGE, 165

CHAPTER 7 BASIC INFORMATION FOR ALL TYPES OF INTERVIEWS, 199

CHAPTER 8 THE EMPLOYMENT INTERVIEW, 225

CHAPTER 9 SMALL-GROUP COMMUNICATION AND PROBLEM SOLVING, 259

CHAPTER 10 PARTICIPATION AND LEADERSHIP IN TEAMS, 289

CHAPTER 11 INFORMATIVE PRESENTATIONS: PLAN, RESEARCH, ORGANIZE, AND DELIVER, 315

CHAPTER 12 VERBAL AND VISUAL SUPPORTING MATERIALS, 352

CHAPTER 13 PERSUASIVE PRESENTATIONS: INDIVIDUAL OR TEAM, 392

CHAPTER 14 POLISHING YOUR WRITTEN COMMUNICATION, 431

v

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To my many classroom, online, and seminar students for reading the materials, trying out the activities, and making such excellent suggestions.

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BRIEF CONTENTS, v

ABOUT THE AUTHOR, xi

PREFACE, xii

CHAPTER 1 THE COMMUNICATION PROCESS: AN INTRODUCTION, 1

Communication Defined, 3 Models of Communication: An Overview, 4 One-Way Model, 4 Circular Model, 5 Transaction Model, 5 The Basic Transaction Model Expanded, 6 Person A/Person B, 6 Stimulus and Motivation, 6 Encoding and Decoding, 7 Frame of Reference, 8 Code, 10 Channel, 11 Feedback, 15 Environment, 19 Noise, 20 Communication and Ethics, 22

CHAPTER 2 COMMUNICATION IN THE WORKPLACE, 30

Communication Inside the Workplace, 32 Formal Communication, 32 Informal Communication, 35 Coordination of People and Groups, 38 Organization Models, 39 The Traditional (or Classical) Model, 42 The Human Relations Model, 46 The Human Resources Model, 49 The Systems/Contingency Model, 54 The Transformational Model, 57 Communication Differences in the

Organization Models, 60

CHAPTER 3 CONFLICT, CULTURE, AND RELATIONSHIPS, 65

Managing Conflicts in the Workplace, 67 Conflict Types, 67 Conflict Strategies, 68 Choosing the Best Conflict Strategies, 71

Reaching Consensus in Conflict Management, 72

Cultural Differences in the Workplace, 74 Individualistic and Collectivistic Cultures, 74 High- and Low-Context Cultures, 75 Monochromic and Polychromic Cultures, 76 Cultural Differences and Conflict, 77 Interpersonal Relationships in the

Workplace, 78 Keys to Building and Maintaining

Relationships, 79 Communication Styles and Business

Relationships, 82 Final Tips, 91 Becoming Flexible in Use of Styles, 96 Survey of Communication Styles—Long

Form, 100

CHAPTER 4 EFFECTIVE LISTENING, 108 Effective Listening in the Workplace, 111 Listening to Customers, 111 Listening to Employees, 113 Listening to Supervisors, 115 Listening to Coworkers, 117 Signs of Poor Listening, 117 Breaking the Chain of Command, 118 Learning about Events Too Late, 118 Always Putting Out Fires, 119 Information Must Be Repeated, 119 Tasks Given to Others, 119 Increase in Written Communication, 119 Increase in Poor Listening Habits, 120 Barriers to Good Listening, 121 Physical Barriers, 121 Personal Barriers, 121 Gender Barriers, 122 Semantic Barriers, 124 Technology Barriers, 124 Listening Skills: Improvements

Lead to Payoffs, 125 Understanding the Stages of

Listening, 125 Improving Your Listening—

Key Points, 129 Payoffs of Effective Listening, 131

vii

Contents

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viii CONTENTS

CHAPTER 5 NONVERBAL COMMUNICATION, 135 Nonverbal Communication: Definition,

Culture, and Principles, 137 Technical Level, 138 Formal Level, 139 Informal Level, 139 Types of Nonverbal Communication

and Their Effects on Business Communication, 139

Facial Expressions and Eye Contact, 140 Body Movements, Posture, and

Gestures, 143 Touch, 144 Clothing and Personal Appearance, 146 Distance and Personal Space, 148 Physical Environment, 150 Time, 152 Status Symbols, 153 Nonverbal Messages and

International Business Transactions, 156

Mistakes and Culture Shock, 156 Improving Nonverbal Skills, 158 Expectancy Violations Theory, 158 Immediacy Behaviors, 159 Creating Effective Habits, 159

CHAPTER 6 OVERCOMING OBSTACLES TO COMMUNICATION IN THE ELECTRONIC AGE, 165

Communication Technology, 167 Email, 168 Blogs, 169 Instant Messages (IM), 171 Facebook and Twitter, 172 Electronic Meetings, 173 Communicator Anxiety, 176 Situational Anxiety, 177 Trait Anxiety, 179 Vague Instructions, 183 Jumping to Conclusions, 187 Bypassing, 188 Sexual Harassment, 190 Sexual Harassment—

Face-to-Face, 190 Sexual Harassment and Email, 192

CHAPTER 7 BASIC INFORMATION FOR ALL TYPES OF INTERVIEWS, 199

Types of Interviews, 201 Counseling Interview, 201 Employment Interview, 202 Exit Interview, 202 Grievance, or Confrontation,

Interview, 202 Group Interview, 203 Informational Interview, 205 Interrogation Interview, 206 Performance Review, 206 Persuasive Interview, 207 Telephone or Skype Interview, 207 Basic Interview Organization, 208 Opening Phase, 208 Question–Response Phase, 210 Closing Phase, 210 Using Questions Effectively in the

Interview, 211 Determine the Types of Questions

to Ask, 211 Decide How to Best Organize

Questions, 215 Be Prepared to Answer Questions

Effectively, 218

CHAPTER 8 THE EMPLOYMENT INTERVIEW, 225 Interviewee: Preparing for the

Job Hunt, 227 Investigating the Employment Market, 227 Locate Specific Jobs of Interest, 229 Prepare a Resume: Conventional,

Scannable, Email, or Web, 229 Check Resume Content for Accuracy

and Honesty, 239 Prepare a Letter of Application or

Cover Letter, 240 Interviewee: Preparing for the

Interview, 241 Have a Positive Attitude, 242 Communicate and Dress for the Occasion—

Impression Management, 242 Be Prepared for Any Type of Interview, 244 Carefully Plan Answers to Probable

Questions, 246

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CONTENTS ix

Be Prepared with Questions to Ask the Interviewer, 248

Be Prepared to Follow up the Interview, 248

Send a Thank-You Card, 248 Interviewer: Planning the

Interview, 249 Get to Know the Interviewee Ahead

of Time, 249 Plan the Environment, 249 Organize the Interview Carefully, 249 Interviewer: Conducting the

Interview, 251 Ask Only Lawful Questions, 251 Listen Carefully to the Interviewee, 254

CHAPTER 9 SMALL-GROUP COMMUNICATION AND PROBLEM SOLVING, 259

Definition of a Small Group, 262 Use and Value of Teams in the Effective

Organization, 263 Characteristics of Effective Problem-

Solving Teams, 265 Effective Teams Are Well Prepared and

Organized, 265 Effective Teams Receive Periodic

Training, 266 Effective Teams Examine Assumptions and

Opinions, 267 Effective Teams Evaluate Solutions by

Comparing Them to Criteria and Consequences, 267

Effective Teams Avoid Groupthink, 268 Effective Teams Manage Cultural

Diversity, 269 Effective Teams Can Operate Virtually, 270 The Basic Problem-Solving

Procedure, 271 Step 1: Define the Problem, 272 Step 2: Research and Analyze the

Problem, 274 Step 3: Establish a Checklist of

Criteria, 275 Step 4: List Possible Alternatives, 278 Step 5: Evaluate Each Alternative, 281 Step 6: Select the Best

Alternative(s), 283

CHAPTER 10 PARTICIPATION AND LEADERSHIP IN TEAMS, 289

Effective Team Participants Have Good Communication Skills, 291

Effective Team Participants Perform Needed Task and Maintenance Roles, 294

Task and Maintenance Roles, 294 Effective Team Leadership, 297 Trait Theory of Leadership, 297 Function Theory of Leadership, 299 Leadership Styles or Three-Dimension

Theory of Leadership, 300 Situational Contingency Theory of

Leadership, 303 Situational Leadership Theory, 305 Transformational Leadership, 306 Leader Responsibilities, 308 Virtual Meetings, 308 Face-to-Face Meetings, 309

CHAPTER 11 INFORMATIVE PRESENTATIONS: PLAN, RESEARCH, ORGANIZE, AND DELIVER, 315

Informative Presentations: Planning, 318 Informative versus Persuasive

Presentations, 318 Types of Informative Presentations, 318 Audience Analysis, 319 Topic Selection, 321 Informative Presentations:

Researching, 324 Why and What to Research, 324 Where to Research, 325 How to Avoid Plagiarism when

Researching, 330 Informative Presentations:

Organizing, 331 Organizing the Body of the

Presentation, 332 Organizing the Introduction of the

Presentation, 336 Organizing the Conclusion of the

Presentation, 338 Adding Transitions to the Presentation, 339 Informative Presentations: Delivery, 340

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x CONTENTS

Methods of Delivery, 340 Characteristics of Effective Delivery, 342 Maintaining a Confident Delivery, 345

CHAPTER 12 VERBAL AND VISUAL SUPPORTING MATERIALS, 352

Verbal Supporting Materials, 354 Explanations, 354 Comparisons, 355 Illustrations, 356 Examples, 357 Statistics, 359 Expert Opinions, 360 Citing Sources of Supporting Materials, 363 Visual Supporting Materials, 364 Benefits of Using Visuals, 364 Types of Visual Aids, 366 Selecting Your Visual Aids, 369 Designing Your Visual Aids, 372 Text and Graphic Visuals, 373 General Design Principles, 382 Tips for Using Color, 385 Using Microsoft PowerPoint, 386

CHAPTER 13 PERSUASIVE PRESENTATIONS: INDIVIDUAL OR TEAM, 392

Persuasive Presentations: Definitions and Types, 394

Persuasion Defined, 394 Types of Persuasive Presentations, 394 Persuasion in Business, 395 Persuasive Presentations: Theory, 396 Evidence and Logic of the Message, 396 Credibility of the Speaker, 403 Psychological Needs of the Listeners, 407 Opinions of Key Listeners, 410 Persuasive Presentations: Preparation

Steps, 411 Step 1: Analyze Your Expected Listeners

and Their Needs, 411 Step 2: Write Your Exact Purpose as a

Position Statement, 411 Step 3: Determine Your Initial Credibility

and Plan to Increase It If Necessary, 412 Step 4: Research Your Topic and Choose

the Best Method for Presenting Evidence to This Audience, 413

Step 5: Decide How to Organize Your Presentation for the Best Effect, 413

Step 6: Prepare an Outline to Polish Verbal and Visual Supports, Introduction, and Conclusion, 417

Step 7: Review Your Presentation to Ensure It Is Ethical, 419

Step 8: Practice Your Presentation to Gain Confidence, 420

Team Presentations, 420 Effective Team Presentations, 420 We Must Save NASA!, 425

CHAPTER 14 POLISHING YOUR WRITTEN COMMUNICATION, 431

Effective Written Communication, 433 Adapts to the Audience, 433 Makes a Good First Impression, 434 Is Effectively Organized: Proper Clarity

and Length, 434 Looks Professional: Proper Formatting

and Typeface, 436 Includes Accurate Sources—No Plagiarism,

Distortion, or Exaggeration, 436 Writing Successful Email Messages, 437 Writing a Successful Letter, 439 The Thank-You Letter, 439 The Follow-up Letter, 440 Writing an Effective Resume, 441 Effective Resumes Grab Immediate

Attention, 441 Effective Resumes Are Easy to Read, 442 Effective Resumes Provide More than Basic

Information , 443 Writing to Inform, 445 Informative Outlines, 446 Informative Reports, 447 Writing to Persuade, 451 Persuasive Outlines, 453 Persuasive Reports, 456

ANSWERS TO AWARENESS CHECK QUIZZES, 463

REFERENCES, 467

AUTHOR INDEX, 497

SUBJECT INDEX, 503

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CHERYL HAMILTON, an author well known for her writing style and award-winning teaching, understands the importance of oral and written communication as a lifelong skill. Also the author of two other texts—The Essentials of Public Speak- ing and Communicating for Success—she has conducted a number of research studies, including one published in the Community College Journal of Research and Practice. Dr. Hamilton has presented more than 40 papers at professional conventions, including those sponsored by the National Communication Asso- ciation, Southwest Educational Research Association, Western Communication Association, and Texas Speech Communication Association. She has conducted seminars for groups such as the National Property Management Association, Bell Helicopter Textron, U.S. Postal Department, North Central Regional Po- lice Academy, and LTV Aerospace. A native of Illinois, Dr. Hamilton received her bachelor’s degree from Eastern Illinois University in Charleston, Illinois; her master’s degree from Purdue University in West Lafayette, Indiana; and her doctoral degree from the University of North Texas in Denton, Texas. She is a professor of speech communication at Tarrant County College—NE Campus, which is an urban college district with over 50,000 students on five campuses in and around Fort Worth, Texas. She is active in college affairs where she has served as chair of the faculty senate and president of the faculty association. Al- though she has taught more than ten different communication courses at both two-year and four-year colleges, her favorite courses remain business communi- cation, public speaking, and fundamentals. Her love of teaching is shown by the numerous teaching awards she has received including the Chancellor’s Award for Exemplary Teaching.