Communicating at Work: Principles and Practices for Business and the Professions / Edition 11

by Ronald Adler, Jeanne Marquardt Elmhorst, Kristen Lucas

Overview

The 11th edition of Communicating at Work enhances the strategic approach, real-world practicality, and reader-friendly voice that have made this text the market leader for three decades. On every page, students learn how to communicate in ways that enhance their own career success and help their organization operate effectively.

This edition retains the hallmark features that have been praised by faculty and students—a strong emphasis on ethical communication and cultural diversity, discussions of evolving communication technologies, and self-assessment tools—while incorporating important updates and ground-breaking digital teaching and learning tools to help students better connect to the course material and apply it to real world business situations.

Product Details

ISBN-13:	9780078036804
Publisher:	McGraw-Hill Higher Education
Publication date:	09/28/2012
Edition description:	Older Edition
Pages:	480
Product dimensions:	7.90(w) x 9.90(h) x 0.60(d)
Age Range:	18 Years

About the Author

Ronald B. Adler, Associate Professor of Communication at Santa Barbara City College, specializes in 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. He is a consultant and workshop leader for corporate, professional, and government clients.

Jeanne Marquardt Elmhorst received her master's degree from the University of Wisconsin-Stevens Point, then taught in Asia for three years, sparking her interest in intercultural communication. Formerly at the University of Albuquerque and the University of New Mexico, She currently teaches at Albuquerque TVI Community College, where her courses reflect the variety in the communication discipline. Jeanne also provides training for business and government clients.

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 session 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.

Table of Contents

Part 1 Basics of Business and Professional Communication Strategic Case: Sundown Bakery 2

1 Communicating at Work 4

Communication and Career Success 5

The Nature of Communication 7

Communication Principles 7

Basics of the Communication Model 9

Communication Channels 11

Communicating in and beyond Organizations 14

Formal Communication Networks 14

Informal Communication Networks 19

Personal Networking 22

Ethical Dimensions of Communication 25

Master the Chapter 27

Review Points 27

Key Terms 27

Activities 28

2 Communication, Culture, and Work 30

The Nature of Culture 32

Communication in a Diverse Society 33

Race and Ethnicity 34

Social Class 34

Generational Differences 35

Regional Differences 36

Disabilities 37

Cultural Differences in International Business 38

Customs and Behavior 38

Fundamental Dimensions of Cultural Diversity 42

Diversity and Ethical Issues 47

Communicating across Diversity 48

Become Culturally Literate 48

Develop Constructive Attitudes 49

Adapt Your Behavior 51

Master the Chapter 53

Review Points 53

Key Terms 53

Activities 54

Part 2 Personal Skills Strategic Case: Omnicom Marketing 56

3 Listening 58

Listening at Work 59

The Importance of Listening 59

Assumptions about Listening 60

Barriers to Effective Listening 62

Environmental Barriers 62

Physiological Barriers 63

Psychological Barriers 63

Listening Styles 65

Relational Listening 65

Analytical Listening 65

Task-Oriented Listening 66

Critical Listening 66

Listening More Effectively 66

Listening to Understand 66

Listening to Evaluate 71

Master the Chapter 73

Review Points 73

Key Terms 73

Activities 74

4 Verbal and Nonverbal Messages 76

Verbal Messages 78

Clarity and Ambiguity 79

Inflammatory Language 84

Language and Identity Management 85

Feminine and Masculine Language Use 87

Nonverbal Communication 90

Characteristics of Nonverbal Communication 90

Types of Nonverbal Communication 92

Improving Nonverbal Effectiveness 101

Master the Chapter 104

Review Points 104

Key Terms 104

Activities 104

5 Interpersonal Strategies and Skills 108

Interpersonal Skills and Success 109

Building Positive Relationships 109

Affirming Dignity 110

Enhancing Organizational Climate 111

Sharing Feedback 112

Giving Praise 112

Raising Difficult Issues 113

Offering and Responding to Criticism 116

Dealing with Difficult People and Situations 120

Incivility 120

Bullying 121

Sexual Harassment 123

Managing Conflict 125

What Are Conflicts About? 126

Approaches to Conflict 127

Handling Conflicts Constructively 129

Master the Chapter 135

Review Points 135

Key Terms 136

Activities 136

6 Principles of Interviewing 140

Interviewing Strategies 142

Planning the Interview 142

Conducting the Interview 147

Types of Interviews 152

The Information-Gathering Interview 153

The Career Research Interview 154

The Employment Interview 158

The Ethics of Interviewing 176

Obligations of the Interviewer 176

Obligations of the Interviewee 177

Master the Chapter 178

Review Points 178

Key Terms 178

Activities 178

Part 3 Working in Groups Strategic Case: Museum of Springfield 182

7 Leading and Working in Teams 184

The Nature of Teams 186

Characteristics of Work Groups 187

What Makes a Group a Team? 188

Virtual Teams 189

Leadership and Influence in Teams 191

Perspectives on Leadership 191

Leader-Member Exchange 193

Becoming a Leader 194

Power and Influence of Members 195

Effective Communication in Teams 197

Fill Functional Roles 198

Recognize Both Team and Personal Goals 198

Promote Desirable Norms 202

Promote an Optimal Level of Cohesiveness 204

Avoid Excessive Conformity 206

Master the Chapter 207

Review Points 207

Key Terms 208

Activities 208

8 Effective Meetings 210

Types of Meetings 212

Information-Sharing Meetings 212

Problem-Solving and Decision-Making Meetings 213

Ritual Activities 213

Virtual Meetings 213

Planning a Problem-Solving Meeting 214

When to Hold a Meeting 215

Setting an Agenda 217

Conducting the Meeting 219

Beginning the Meeting 220

Conducting Business 221

Concluding the Meeting 227

Following Up the Meeting 230

Problem-Solving Communication 230

Stages in Group Problem Solving 230

Enhancing Creativity 234

Systematic Problem Solving 235

Decision-Making Methods 238

Master the Chapter 240

Review Points 240

Key Terms 241

Activities 241

Part 4 Making Effective Presentations Strategic Case: Fresh Air Sports 244

9 Developing and Organizing the Presentation 246

Analyzing the Situation 249

Analyzing the Audience 249

Analyzing Yourself as the Speaker 254

Analyzing the Occasion 255

Setting Your Goal and Developing the Thesis 257

General-and Specific Goals 257

Developing the Thesis 259

Organizing the Body 260

Brainstorming Ideas 261

Basic Organizational Plan 261

Identify Main Points and Subpoints 263

Choose the Best Organizational Pattern 264

Rules for Main Points 271

Planning the Introduction and Conclusion 273

Functions of the Introduction 273

Types of Opening Statements 274

Functions of the Conclusion 278

Types of Closing Statements 278

Adding Transitions 279

Functions of Transitions 279

Characteristics of Effective Transitions 282

Master the Chapter 283

Review Points 283

Key Terms 283

Activities 284

10 Verbal and Visual Support in Presentations 286

Functions of Supporting Material 288

Clarity 288

Interest 289

Proof 289

Verbal Support 289

Definitions 289

Examples 290

Stories 291

Statistics 294

Comparisons 295

Quotations 296

Citing Your Sources 297

Visual Aids 298

Types of Visual Aids 298

Media for Presenting Visual Aids 304

Presentation Software 305

Guidelines for Using Visual Aids 308

Master the Chapter 311

Review Points 311

Key Terms 311

Activities 312

11 Delivering the Presentation 314

Types of Delivery 315

Manuscript Presentations 316

Memorized Presentations 316

Extemporaneous Presentations 316

Impromptu Presentations 318

Guidelines for Delivery 319

Visual Elements 319

Verbal Elements 323

Vocal Elements 325

Question-and-Answer Sessions 326

When to Answer Questions 326

How to Manage Questions 328

Speaking with Confidence 330

Accept a Moderate Amount of Nervousness 331

Speak More Often 331

Rehearse Your Presentation 332

Focus on Your Topic and the Audience 332

Think Rationally about Your Presentation 333

Master the Chapter 335

Review Points 335

Key Terms 335

Activities 336

12 Types of Business Presentations 338

Informative Presentations 339

Briefings 339

Reports 341

Training 344

Persuasive Presentations 350

Organizing Persuasive Messages 351

Types of Persuasive Presentations 353

Strategies for Ethical Persuasion 357

Group Presentations 366

Approaches to Organizing a Group Presentation 366

Planning Introductions, Conclusions, and Transitions in Group Presentations 367

Delivering a Group Presentation 368

Special-Occasion Speaking 368

Welcoming a Guest or Group 368

Introducing Another Speaker 369

Honoring a Person or an Institution 370

Giving a Toast 371

Presenting an Award 372

Accepting an Award 372

Master the Chapter 374

Review Points 374

Key Terms 375

Activities 375

Appendix I Interviewing Materials 378

Appendix II Sample Presentations 391

Appendix III Business Writing 402

Glossary 420