Https kohls service now com candidate_communication do

Communicating at Work

Strategies for Success in Business and the Professions

Twelfth Edition

Ronald B. Adler Santa Barbara City College, Emeritus

Michelle M. Maresh-Fuehrer Texas A&M University–Corpus Christi

Jeanne Elmhorst Central New Mexico Community College

Kristen Lucas University of Louisville

2

i

3

COMMUNICATING AT WORK: STRATEGIES FOR SUCCESS IN BUSINESS

AND THE PROFESSIONS, TWELFTH EDITION

Published by McGraw-Hill Education, 2 Penn Plaza, New York, NY, 10021. Copyright ©

2019 by McGraw-Hill Companies, Inc. All rights reserved. Printed in the United States of

America. Previous editions © 2013, 2010, and 2008. No part of this publication may be

reproduced or distributed in any form or by any means, or stored in a database or retrieval

system, without the prior written consent of McGraw-Hill Education, including, but not

limited to, in any network or other electronic storage or transmission, or broadcast for

distance learning.

Some ancillaries, including electronic and print components, may not be available to

customers outside the United States.

This book is printed on acid-free paper.

1 2 3 4 5 6 7 8 9 LWI/LWI 21 20 19 18

ISBN: 978-0-07-803696-5

MHID: 0-07-803696-8

Portfolio Manager: Sarah Remington

Product Developer: Elizabeth Murphy

Marketing Manager: Laura Young

Content Project Manager: Lisa Bruflodt

Buyer: Sandy Ludovissy

Designer: Egzon Shaqiri

Content Licensing Specialist: DeAnna Dausener

Cover Image: © Ola Dusegard/Getty Images

Compositor: Lumina Datamatics

All credits appearing at the end of the book are considered to be an extension of the copyright

page.

Library of Congress Cataloging-in-Publication Data

Names: Adler, Ronald B. (Ronald Brian), 1946- author.

4

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

Ronald B. Adler [and three others].

Description: Twelfth edition. | New York, NY : McGraw-Hill Education, [2019]

Identifiers: LCCN 2017045185 (print) | LCCN 2017050012 (ebook) | ISBN

9781260154030 (Online) | ISBN 9780078036965 (looseleaf) | ISBN

9781260154054 (softcover)

Subjects: LCSH: Business communication. | Interpersonal communication.

Classification: LCC HF5718 (ebook) | LCC HF5718 .A33 2019 (print) | DDC

658.4/5—dc23

LC record available at https://lccn.loc.gov/2017045185

The Internet addresses listed in the text were accurate at the time of publication. The

inclusion of a website does not indicate an endorsement by the authors or McGraw-Hill

Education, and McGraw-Hill Education does not guarantee the accuracy of the information

presented at these sites.

mheducation.com/highered

ii

5

https://lccn.loc.gov/2017045185
http://mheducation.com/highered
about the authors

Courtesy of Ronald B. Adler

Ronald B. Adler is professor emeritus at Santa Barbara City College. Throughout his career, he has specialized in the study of organizational and interpersonal communication. He is the author of Confidence in Communication: A Guide to Assertive and Social Skills and coauthor of Understanding Human Communication, Interplay: The Process of Interpersonal Communication, as well as the widely used text Looking Out/Looking In. Professor Adler is a consultant for a number of corporate, professional, and government clients and leads workshops in such areas as conflict resolution, presentational speaking, team building, and interviewing.

6

Courtesy of Michelle M. Maresh-Fuehrer

Michelle M. Maresh-Fuehrer is Associate Professor of Public Relations at Texas A&M University–Corpus Christi, where she specializes in the areas of crisis communication, public relations, and social media. She is the author of Creating Organizational Crisis Plans and coauthor of Public Relations Principles: Strategies for Professional Success. Her work has also appeared in Persuasion in Your Life, The Handbook of Crisis Communication, Computers in Human Behavior, Communication Teacher, Communication Education, and the American Communication Journal. Professor Maresh-Fuehrer also works as a consultant for a variety of business and nonprofit organizations.

Courtesy of Jeanne Elmhorst

7

Jeanne Elmhorst is an instructor in communication studies at Central New Mexico Community College in Albuquerque, New Mexico. Her courses reflect the variety in the communication discipline: business and professional, public speaking, listening, intercultural, and interpersonal. Ms. Elmhorst lived and taught in Asia for three years, and she continues to find opportunities to travel, study, and volunteer in other countries. She enjoys designing and presenting communication training for business and not-for-profit clients.

Courtesy of Kristen Lucas

Kristen Lucas is an assistant professor in the Department of Management at University of Louisville, where she directs the business communication program. She teaches courses, conducts research, and facilitates management training sessions on organizational communication, workplace dignity, and careers. Her research has appeared in Journal of Business Ethics, Management Communication Quarterly, and Journal of Applied Communication Research.

iii

8

McGraw-Hill Connect: An Overview

McGraw-Hill Connect offers full-semester access to comprehensive, reliable content and learning resources for the Business Communication course. Connect’s deep integration with most learning management systems (LMS), including Blackboard and Desire2Learn (D2L), offers single sign-on and deep gradebook synchronization. Data from Assignment Results reports synchronize directly with many LMS, allowing scores to flow automatically from Connect into school-specific gradebooks, if required.

The following tools and services are available as part of Connect for the Business Communication course:

Tool Instructional Context Description SmartBook SmartBook is an

engaging and interactive reading experience for mastering fundamental Communication content. The metacognitive component confirms students’ understanding of the material. Instructors can actively connect SmartBook assignments and results to higher- order classroom

SmartBook is an adaptive reading experience designed to change the way students read and learn. It creates a personalized reading experience by highlighting the most impactful concepts a student needs to learn at that moment in time. SmartBook creates personalized learning plans based on student responses to content question probes and confidence scales, identifying the topics students are struggling with and providing learning

9

work and one-on- one student conferences. Students can track their own understanding and mastery of course concepts and identify gaps in their knowledge.

resources to create personalized learning moments. SmartBook includes a variety of learning resources tied directly to key content areas to provide students with additional instruction and context. These resources include video and media clips, interactive slide content, mini-lectures, and image analyses. SmartBook Reports provide instructors with data to quantify success and identify problem areas that require attention in and out of the classroom. Students can access their own progress and concept mastery reports.

Connect Insight for Instructors

Connect Insight for Instructors is an analytics resource that produces quick feedback related to learner performance and learner engagement. It is designed as a dashboard for both quick check-ins and detailed performance and engagement views.

Connect Insight for Instructors offers a series of visual data displays that provide analysis on five key insights:

How are my students doing? How is this one student doing? How is my section doing? How is this assignment doing? How are my assignments doing?

iv

Connect Insight for Students

10

Connect Insight for Students is a powerful data analytics tool that provides at-a-glance visualizations to help students understand their performance on Connect assignments.

Connect Insight for Students offers details on each Connect assignment to students. When possible, it offers suggestions for the students on how they can improve scores. The data from this tool can help guide students to behaviors that will lead to better scores in the future.

Video Speech Assignment

Video Speech Assignment provides instructors with a comprehensive and efficient way of managing in-class and online speech assignments, including student self-reviews, peer reviews, and instructor grading.

The Video Speech Assignment tool allows instructors to easily and efficiently set up speech assignments for their course that can easily be shared and repurposed, as needed, throughout their use of Connect. Customizable rubrics and settings can be saved and shared, saving time and streamlining the speech assignment process from creation to assessment. Video Speech Assignment allows users—both students and instructors—to view videos during the assessment process. Feedback can be left within a customized rubric or as time-stamped comments within the video playback itself.

Speech Preparation Tools

Speech Preparation Tools provide students with additional support and include Topic Helper, Outline

Speech Preparation Tools provide students with additional resources to help with the preparation and

11

Tool, and access to third-party Internet sites such as EasyBib (for formatting citations) and Survey Monkey (to create audience- analysis questionnaires and surveys).

outlining of speeches, as well as with audience- analysis surveys. Instructors have the ability to make tools either available or unavailable to students.

Instructor Reports Instructor Reports provide data that may be useful for assessing programs or courses as part of the accreditation process.

Connect generates a number of powerful reports and charts that allow instructors to quickly review the performance of a given learner or an entire section. Instructors can run reports that span multiple sections and instructors, making this tool an ideal solution for individual professors, course coordinators, and department chairs.

Student Reports Student Reports allow students to review their performance for specific assignments or for the course.

Students can keep track of their performance and identify areas in which they are struggling.

Pre- and Post-Tests Instructors can generate their own pre- and post-tests from the test bank. Pre- and post-tests demonstrate what students already know before class begins and what they have learned by the end of class.

Instructors have access to two sets of pre- and post- tests (at two levels). Instructors can use these tests to create diagnostic and post-diagnostic exams via Connect.

v

12

Tegrity Tegrity allows instructors to capture course material or lectures on video. Students can watch videos recorded by their instructor and learn course material at their own pace.

Instructors can keep track of which students have watched the videos they post. Students can watch and review lectures by their instructor. Students can search each lecture for specific bites of information.

Simple LMS Integration Connect seamlessly integrates with every learning management system.

Students have automatic single sign-on. Connect assignment results sync to the LMS’s gradebook.

• Instructor’s Guide to Connect for Communicating at Work When you assign Connect, you can be confident—and have data to demonstrate—that your students, however diverse, are acquiring the skills, principles, and critical processes that are necessary for effective communication. This process allows you to focus on your highest course expectations.

Tailored to You Connect offers on-demand, single sign-on access to students—wherever they are and whenever they have time. With a single, one-time registration, students receive access to McGraw-Hill’s trusted content.

Easy to Use Connect seamlessly supports all major learning management systems with content, assignments, performance data, and LearnSmart, the leading adaptive learning system. With these tools you can quickly make

13

assignments, produce reports, focus discussions, intervene on problem topics, and help at-risk students—as you need to and when you need to.

• Communicating at Work SmartBook A Personalized and Adaptive Learning Experience SmartBook with Learning Resources is the first and only adaptive reading and study experience designed to change the way students read and master key course concepts. As a student engages with SmartBook, the program creates a personalized learning path by highlighting the most impactful concepts the student needs to learn at that moment in time and by delivering a wealth of learning resources—videos, animations, and other interactive content. These rich, dynamic resources help students learn the material, retain more knowledge, and get better grades.

vi

Enhanced for the New Edition! With a suite of new learning resources and question probes, as well as highlighting of key chapter concepts, SmartBook’s intuitive technology optimizes students’ study time by creating a personalized learning path for improved course performance and overall student success.

eBook Alongside SmartBook, the Connect eBook offers simple and easy access to reading materials on smartphones and tablets. Students can study on the go even when they do not have an Internet connection, highlight important sections, take notes, search for materials quickly, and read in class. Offline reading is available by downloading the eBook app on smartphones and tablets. Any notes and highlights created by students will subsequently be synced between devices when they reconnect. Unlike with SmartBook, there is no pre-highlighting, practice of key concepts, or reports on usage and performance available with the eBook.

14

Hundreds of Interactive Learning Resources Presented in a range of interactive styles, Communicating at Work Learning Resources support students who may be struggling to master, or simply wish to review, the most important communication concepts. Designed to reinforce the most important chapter concepts, every Learning Resource is presented at the precise moment when it is needed. Whether it takes the form of a video, audio clip, or interactive mini-lesson, each of the 100-plus Learning Resources was designed to give students a lifelong foundation in strong communication skills.

SmartBook highlights the key concepts of every chapter, offering the student a high-impact

learning experience (left). Here, highlighted text and an illustration together explain the

interviewing process. Highlights change color (right) when a student has demonstrated his or

her understanding of the concept.

vii

More Than 1,000 Targeted Question Probes Class-tested at colleges and universities nationwide, a collection of engaging question probes—new and revised, more than 1,000 in all—give students the information on the introductory communication concepts they

15

need to know, at every stage of the learning process, so that they can thrive in the course. Designed to gauge students’ comprehension of the most important Communicating at Work chapter concepts, and presented in a variety of interactive styles to facilitate student engagement, targeted question probes give students immediate feedback on their understanding of the text. Each question probe identifies a student’s familiarity with the instruction and points to areas where additional remediation is needed.

Focus on Practical Applications A new Appendix V focuses on the types of crises businesses today often face and how communication plays a role in recovering from such crises. Special emphasis is placed on crisis prevention, including strategies for responding to specific types of conflicts, and on templates for writing. This edition also includes new coverage of effective leadership strategies. For example, in Chapter 7 a new case study profiles effective servant leadership, and all chapters feature Career Tip boxes advising students how to succeed and emerge as leaders in their chosen careers.

Strong Emphasis on Ethical Communication and Cultural Diversity This edition features updated coverage of cultural diversity, with a new emphasis on intergenerational communication and supporting colleagues with disabilities in the workplace. New topics include strategies to handle racial discrimination in the

viii

workplace and a detailed discussion of problematic coworkers, workplace bullying, incivility on social media, and boundary enforcement. Culture at Work and Ethical Challenge boxes appear in every chapter, engaging students in thinking critically about topics of diversity and ethics in the workplace.

Updated and Expanded Coverage of Evolving Communication Technologies

16

Integrated throughout the program, Communicating at Work offers instruction on using the latest mobile technologies to effectively conduct and participate in meetings and updated coverage of social media tools and the accepted etiquette for their use. This edition also includes enhanced and updated coverage of Internet job searches and applications, as well as online résumés and interviews.

Boxed Features The twelfth edition of Communicating at Work includes a variety of boxed features to support students’ learning and enhance their business communication skills.

Culture at Work boxes highlight the ways in which culture applies to every aspect of business and professional communication. Topics covered include how teamwork differs in individualistic and collectivistic cultures and how presentations can be adapted for culturally diverse audiences. Case Study boxes present cases from the world of business and the professions and offer compelling examples of how the principles in the book operate in everyday life. Career Tip boxes give practical advice on how to be more successful in work-related situations. Topics include getting recognized by your bosses, practicing cubical etiquette, and seeing difference as advantage. Technology Tip boxes demonstrate how students can use a variety of communication tools to achieve their goals. Topics include how to make use of professional networking services, when it can be best to go offline, and how to work effectively in virtual teams. Self-Assessment boxes help students see how well they are applying communication concepts and identify their own strengths and weaknesses as communicators. Ethical Challenge boxes invite students to consider ways of incorporating ethical considerations into day-to-day work contexts.

17

• Video Speech Assignment Designed for use in face-to-face, real-time classrooms, as well as online courses, Video Speech Assignment allows you to evaluate your students’ speeches using fully customizable rubrics. You can also create and manage peer review assignments and upload videos on behalf of students for optimal flexibility.

Students can access rubrics and leave comments when preparing self- reviews and peer reviews. They can easily upload a video of their speech from their hard drive or use Connect’s built-in video recorder. Students can even attach and upload additional files or documents, such as a works- cited page or a PowerPoint presentation.

ix

Peer Review Peer review assignments are easier than ever to create and manage with Video Speech Assignment. You can also customize privacy settings. Speech Assignment Connect Video Speech Assignment lets you customize the assignments, including self-reviews and peer reviews. Feedback Connect saves your frequently used comments, simplifying your efforts to provide feedback.

18

• Data Analytics Connect Insight provides at-a-glance analysis of five key insights, available at a moment’s notice. The first and only analytics tool of its kind, Insight will tell you, in real time, how individual students or sections are doing (or how well your assignments have been received) so that you can take action early and keep struggling students from falling further behind.

LearnSmart Instructor Reports allow instructors to quickly monitor students’ activity, making it easy to identify which students are struggling and allowing you to provide immediate help to ensure those students stay enrolled in the course and improve their performance. The Instructor Reports also highlight the concepts and learning objectives that the class as a whole is having difficulty grasping. This essential information lets you know exactly which areas you should target for review during your limited class time.

Some key LearnSmart reports are listed here.

Progress Overview report. View data on student progress for all LearnSmart modules, including how long students have spent working in the module, which modules they have used outside of any that were assigned, and how individual students are progressing through LearnSmart.

x

19

xi

Missed Questions report. Identify specific LearnSmart probes, organized by chapter, that are problematic for students.

20

Most Challenging Learning Objectives report. Identify the specific topic areas that are challenging for your students. These reports are organized by chapter and include specific page references. Use this information to tailor your lecture time and assignments to cover areas that require additional remediation and practice. Metacognitive Skills report. View statistics showing how knowledgeable your students are about their own comprehension and learning.

• Classroom Preparation Tools Whether they are used before, during, or after class, a suite of products is available to help instructors plan their lessons and to keep students building upon the foundations of the course.

PowerPoint Slides The PowerPoint presentations for Communicating at Work provide chapter highlights that help instructors create focused yet individualized lesson plans. Test Bank The Communicating at Work Test Bank is a collection of more than 1,000 examination questions based on the most important mass-communication concepts explored in the text; more than 100 of the questions are new or revised for this edition. Instructor’s Manual Written by the author, this comprehensive guide to teaching from Communicating at Work contains lecture suggestions and resources for each chapter.

• Support to Ensure Success Digital Success Academy. The Digital Success Academy on Connect offers a wealth of training and course creation guidance for instructors and students alike. Instructor support is presented in easy-to-navigate, easy-to-complete sections. It includes the popular Connect video shorts, step-by-step Click-Through Guides, and First Day of Class materials that explain how to use both the Connect platform and its course-specific tools and features.

21

Implementation Team. Our team of Implementation Consultants are dedicated to working online with instructors—one-on-one—to demonstrate how

xii

the Connect platform works and to help incorporate Connect into a customer’s specific course design and syllabus. Contact your Digital Learning Specialist to learn more. Learning Specialists. Learning Specialists are local resources who work closely with your McGraw-Hill learning technology consultants. They can provide face-to-face faculty support and training. Digital Faculty Consultants. Digital Faculty Consultants are experienced instructors who use Connect in their classrooms. These instructors are available to offer suggestions, advice, and training about how best to use Connect in your class. To request a Digital Faculty Consultant to speak with, please e-mail your McGraw-Hill learning technology consultant. National Training Webinars. McGraw-Hill offers an ongoing series of webinars for instructors to learn and master the Connect platform as well as its course-specific tools and features. We hope you will refer to our online schedule of national training webinars and sign up to learn more about Connect!

22

Contact Our Customer Support Team McGraw-Hill is dedicated to supporting instructors and students. To contact our customer support team, please call us at 800-331-5094 or visit us online at http://mpss.mhhe.com/contact.php

xiii

• Changes to the Twelfth Edition: Highlights

Chapter 1 Coverage of formal communication networks has been updated, including downward, upward, and horizontal communication. New Career Tips explain how to recover from a communication blunder and how to use LinkedIn effectively. A new Technology Tip helps students improve their LinkedIn profiles and manage their professional identities.

Chapter 2 In the “Communication in a Diverse Society” section, two entirely new subsections cover the topics of sex and gender and military veterans. A revised and updated section covers the topic of disabilities in the workplace. A new Culture at Work box addresses the issue of race discrimination. New Career Tips help students build intergenerational relationships and provide guidance on disclosing disability status during an interview.

Chapter 3 An updated section on analytical listening explains the role of an on-staff ombud to investigate and resolve workplace complaints. A new Ethical Challenge box broaches the issue of monitoring employees’ emotions. A revised Culture at Work box addresses cultural differences in listening. An updated Technology Tip explains best practices for listening to voice mail.

23

http://mpss.mhhe.com/contact.php
Chapter 4 The section on assumptions about listening has been revised. Updated examples describe high-level versus low-level abstraction. The updated discussion of ethnocentrism as a psychological barrier to listening includes a new Self-Assessment that helps students to identify and recognize their biases. A new Case Study describes the cost of miscommunication. New Career Tips offer advice on reading nonverbal cues and practicing cubicle etiquette.

Chapter 5 The revised discussion of building positive relationships considers the importance of fostering intergenerational relationships. A new Case Study covers the “holocracy” model, as applied by Zappos. A new section on using social media to praise employees and show appreciation includes a new Culture at Work box that explains how expectations for praise can vary by culture. New material describes when to adopt and when not to adopt multicommunicating behaviors. A new Technology Tip addresses ways to minimize cyber incivility in the workplace, and two new Case Studies illustrate the costs of such behavior. A revised discussion considers causes of conflict and ways to practice boundary enforcement.

Chapter 6 The chapter now opens with coverage of types of interviews, including a new section on performance appraisal interviews. A new Technology Tip offers useful advice on conducting Internet job and internship searches. The discussion of pre-interview steps has been updated, including who to contact when you are interested in a field, how to clean up your online identity, and how to conduct background research on prospective employers. There is also updated coverage of reaching out to potential

xiv

employers, including an explanation of computer screening techniques and scannable résumés, as well as two new Career Tips on making a résumé that stands out and conducting research on a company’s culture. Coverage of different interview formats has been revised, including a new section on

24

preparing for the possibility of a video interview. The revised Table 6-1 covers the most common interviewee mistakes, and a new Ethical Challenge addresses ways to demonstrate ethical standards.

Chapter 7 This chapter includes updated coverage of the nature of teams, including what makes a group a team and best practices for working in virtual teams; the situational leadership model, previously termed life-cycle theory; and power and influence in groups. The section on transformational leadership has been completely revised. A new Case Study on servant leadership profiles the CEO of Popeyes, Cheryl Bachelder. A new Technology Tip describes the use of apps to facilitate teamwork. A new Career Tip summarizes the hazards of sleep deprivation.

Chapter 8 This chapter has been heavily revised to include an expanded section on virtual meetings and new information on applicable business presentations, such as webinars, press conferences, media interviews, and panel presentations. It also includes coverage of planning, conducting, and following up after a meeting; updated data and statistics on meetings, their costs, and their purpose; and coverage of information-sharing meetings and enrichment-based meetings. Two new Culture at Work boxes discuss collaboration in cyberspace and international business etiquette. Two new Career Tips focus on how to handle “time waster” meetings and how to take meeting minutes. A new Ethical Challenge addresses the issue of dealing with opposing viewpoints.

Chapter 9 A new Career Tip advises students to connect with an audience through storytelling. The chapter also offers increased coverage of speaking to nonexperts. A new example illustrates the process of analyzing your knowledge on the subject on which you will speak.

Chapter 10

25

A new Culture at Work box discusses the concept of universal design. There is also new coverage of the use of infographics as visual aids, including an example of an effective infographic in Figure 10.1.

Chapter 11 A new Career Tip suggests ways to anticipate customers’ questions. A new section focuses on answering premature questions later in a presentation. A new Ethical Challenge addresses the proper etiquette for walking out of a presentation.

Chapter 12 A new Case Study illustrates the use of training to retain employees. A new Career Tip offers advice on persevering through presentations after mistakes or unexpected issues occur. A new section on webinars explains how to organize, design, and conduct these presentations effectively. The section on press conferences is entirely new to this edition.

xv

Appendix II This appendix includes new sections on writing news releases and media advisories, with templates provided for each type of document.

Appendix III This completely new appendix covers problem-solving communication in the workplace.

Appendix V This completely new appendix on crisis communication covers the various types of crises that businesses today often face, focusing on how communication plays a role in recovering from such crises. The appendix includes an example of a statement from a spokesperson, highlighting effective crisis response strategies.

xvi

26

acknowledgments

We are grateful for the suggestions from colleagues whose thoughts helped guide us in preparing this new edition:

Gretchen Arthur, Lansing Community College Allen R. Bean, Southeast Community College Graham D. Bodie, Louisiana State University Carol Brennan, South Plains College Robert N. Burns, Salt Lake Community College Katherine M. Castle, University of Nebraska–Lincoln Carolyn Clark, Salt Lake Community College Kandice N. Diaz, El Paso Community College Cyndi Dunn, Sierra Community College Brandy Fair, Grayson College Richard I. Falvo, El Paso Community College Stacy Gresell, Lone Star College–CyFair Daria S. Heinemann, Florida State College at Jacksonville Pamela Hopkins, East Carolina University Mary S. Lynch, Waukesha County Technical College Gordon McLean, Florida State College at Jacksonville Jorge D. Mota, San Jacinto College, Central Campus Angela Niedermyer, Austin Community College Denise Oles-Acevedo, Iowa State University Jan Poppenga, Southeast Community College Christina Ross, Tarrant County College Northwest Michael J. Scrivens, Finger Lakes Community College Leonard Semas, Western Nevada College Katherine Taylor, University of Louisville Blair Thompson, Western Kentucky University

27

C. Erik Timmerman, University of Wisconsin–Milwaukee Susan Tomasovic, George Mason University J. D. Wallace, Abilene Christian University Robert Zetocha, Southeast Community College

We would like to express our gratitude to the McGraw-Hill team whose suggestions, feedback, and encouragement helped shape this edition of Communicating at Work: Elizabeth Murphy, Lisa Bruflodt, DeAnna Dausener, Betty Chen, and Sarah Remington.

A special thanks also to Vicki Rowland and Jill Hobbs, the talented copyeditors whom we were fortunate to have contribute to this edition. We are also appreciative of Nancy Huebner and Lisa Pinto for their assistance early in the development of this edition.

Finally, we thank our colleagues, students, families, and friends for their support. We would like to express a special note of gratitude to Mariela K. Navarro for her contributions to the research-gathering process.

xvii

xviii

28

brief contents

part one Basics of Business and Professional Communication Strategic Case: Sundown Bakery

1 Communicating at Work 2 Communication, Culture, and Work

part two Personal Skills Strategic Case: Omnicom Marketing

3 Listening 4 Verbal and Nonverbal Messages 5 Interpersonal Skills and Success 6 Principles of Interviewing

part three Working in Groups Strategic Case: Museum of Springfield

7 Leading and Working in Teams 8 Effective Meetings

29

part four Making Effective Presentations Strategic Case: Fresh Air Sports

9 Developing and Organizing the Presentation 10 Verbal and Visual Support in Presentations 11 Delivering the Presentation 12 Types of Business Presentations

Appendix I: Interviewing Materials Appendix II: Business Writing Appendix III: Problem-Solving Communication Appendix IV: Sample Presentations Appendix V: Crisis Communication Glossary Index

xix

30

contents

part one

Basics of Business and Professional Communication Strategic Case: Sundown Bakery

1 Communicating at Work

©PhotoAlto/James Hardy/Alamy Stock Photo

Communication and Career Success The Nature of Communication

Communication Principles Basics of the Communication Model Communication Channels

Communicating in and beyond Organizations Formal Communication Networks Informal Communication Networks Personal Networking

Ethical Dimensions of Communication Master the Chapter