Communication Skills for Business and Professions / Edition 1

Communication Skills for Business and Professions / Edition 1

by Paul R. Timm
     
 

ISBN-10: 0133486087

ISBN-13: 9780133486087

Pub. Date: 01/11/1996

Publisher: Prentice Hall Professional Technical Reference

Based on the idea that while the field of communication is constantly changing, many basic communication skills remain the same, this new book helps readers master the foundational writing, speaking, and interpersonal communications skills crucial for career success. The authors' friendly writing style works hand-in-hand with a non-threatening, humorous presentation

Overview

Based on the idea that while the field of communication is constantly changing, many basic communication skills remain the same, this new book helps readers master the foundational writing, speaking, and interpersonal communications skills crucial for career success. The authors' friendly writing style works hand-in-hand with a non-threatening, humorous presentation that makes the basics of communication lively and interesting. While the greatest proportion of material is devoted to such applications as business plans and funding proposals — the kind of communications most often used by the small businesses and professions — there is also substantial information on report writing and standardized communications, for those interested in large-scale corporate organizations.

Product Details

ISBN-13:
9780133486087
Publisher:
Prentice Hall Professional Technical Reference
Publication date:
01/11/1996
Edition description:
New Edition
Pages:
660
Product dimensions:
8.17(w) x 10.25(h) x 1.28(d)

Table of Contents

PART ONE Communication and Professionalism 1(52)
Consistency amid Change: The Future Is Today
2(22)
Performance Challenge
4(1)
The Way It Is... Back from the Future
4(1)
Social and Economic Shifts for the New Future
4(1)
Your Personal Shifts for the Future
5(2)
New Media for the Future
7(3)
All Communication Is Ultimately One to One
9(1)
Media Breakthroughs Allow More One-to-One Communication
9(1)
Organizational Changes for the Future
10(1)
One Myth: The Boss Always Has the Right Answers
10(1)
Another Myth: Function Must Override Beauty and Harmony
11(1)
Why Such Changes Impact Business Communication
11(1)
Communication Needs in Tomorrow's Organization
11(2)
Some Things Remain the Same
13(1)
Object and Challenges of Any Communication
13(4)
Different Perceptual Preferences
14(1)
Unrealistic Expectations about Communication
15(1)
Healthy Expectations
15(2)
Take the Challenge
17(1)
Understanding the Basics
18(2)
Summary of Key Ideas
18(1)
Key Terms and Concepts
18(1)
Questions for Further Thought
18(2)
Another Look
20(2)
Applying Your Knowledge
21(1)
Applying Your Skills
21(1)
Performing on the Job
22(2)
Salary Increase Freeze
22(1)
Unanswered Telephones
22(2)
The Need for Communication Skills: Career Builder or Career Breaker
24(29)
Performance Challenge
26(1)
The Way It Is... The Best of Companies
26(1)
Career Success and Your Ability to Communicate
27(6)
Personal Costs of Poor Communication
29(4)
Organizations Must Communicate to Survive
33(3)
Organizations Communicate in Four Directions
33(2)
Organizational Costs of Poor Communication
35(1)
Management, Professionalism, and Communication Skills
36(1)
The Functions of Management
36(1)
The Common Thread in Management Functions
37(1)
The Nature of Organizations
37(2)
A Universal Characteristic of All Organizations
38(1)
Three Organizational Failures
38(1)
Successful Organizations Are Continually Learning
39(3)
Stages of Learning
39(3)
The Critical Need for Feedback
42(1)
People and Organizations that Communicate Well
42(3)
Determining Communication Success
43(1)
Getting Out of Your Comfort Zone
43(1)
Why Communication Is an Art
44(1)
Understanding the Basics
45(2)
Summary of Key Ideas
45(1)
Key Terms and Concepts
46(1)
Questions for Further Thought
46(1)
Another Look
47(3)
Applying Your Knowledge
48(1)
Applying Your Skills
48(2)
Performing on the Job
50(3)
The "Give-Me-Feedback" CEO
50(1)
A Distracted Employee
50(3)
PART TWO Communication: Consistency amid Change 53(130)
Human and Organizational Needs: Communication, Motivation, and Success
54(26)
Performance Challenge
56(1)
The Way It Is... Give the Teller a Smile
56(1)
Communication and Human Needs
57(6)
Basic Needs Everyone Has
57(2)
Other Needs that Affect Human Behavior
59(3)
The Growing Trend toward Self-Actualization
62(1)
Communication and the Ultimate Organizational Need
63(2)
Linking Communication, Customer Satisfaction, and Quality
63(1)
The Widespread Concern about Customer Satisfaction
64(1)
The Price of Failing in Customer Satisfaction
64(1)
Communication and the Need for Customer Satisfaction
65(4)
Continuous Service Improvement and Communication Skills
69(5)
Understanding the Basics
74(2)
Summary of Key Ideas
74(1)
Key Terms and Concepts
74(1)
Questions for Further Thought
75(1)
Another Look
76(2)
Applying Your Knowledge
77(1)
Applying Your Skills
77(1)
Performing on the Job
78(2)
What's a Manager to Do?
78(1)
TEAM: New Employee Orientation
78(2)
Appropriate Language Use: The Way We Word
80(30)
Performance Challenge
82(1)
The Way It Is... The Way We Word
82(1)
Why Communication Styles Are Unique
82(1)
We Function in Two Worlds
82(1)
Words Do Not Have A "Right" Meaning
83(1)
Several Common Word Use Problems
84(2)
Confusion of Facts with Opinions or Inferences
84(2)
Oversimplified Categories
86(1)
Words Can Lead to Self-Fulfilling Expectations
86(1)
Words Have Emotional Connotations
87(2)
Politically Correct Language
88(1)
Words Sometimes Conceal Rather than Reveal
89(1)
Nonverbal Communication Can Be Louder than Words
90(6)
Environment and Space
91(1)
Physical Appearance and Dress
92(2)
Physical Behaviors
94(2)
Expressions of Face and Eyes
96(1)
Vocal Cues Accompanying Spoken Words
96(1)
Functions of Nonverbal Communication
96(1)
Nonverbal Communication in Written Media
97(3)
Word Choice Affects Writing Style
97(3)
The Need for Sensitivity
100(1)
Understanding the Basics
101(2)
Summary of Key Ideas
101(1)
Key Terms and Concepts
101(1)
Questions for Further Thought
102(1)
Another Look
103(4)
Applying Your Knowledge
105(1)
Applying Your Skills
105(2)
Performing on the Job
107(3)
Sanitization of Speech
107(1)
School Teacher Customer Service Representative
107(3)
Proven Communication Principles: Four Pillars of Effectiveness
110(26)
Performance Challenge
112(1)
The Way It Is... Four Pillars of Communication Effectiveness
112(1)
Ethical Communicators Are More Effective
112(4)
Personal Ethical Standards
114(1)
Eight Rules of Ethical Thinking
115(1)
Audience Analysis Is Crucial to Communication Success
116(1)
A Look Inside... How Will They React?
117(1)
Four Approaches to Discovering Your Audience Members
117(5)
What Do They Need or Want to Know?
117(1)
What Do They Expect?
118(1)
Nature of the Audience
119(1)
Demographics
120(2)
Awareness of Different Perceptions
122(2)
Barriers Arise from Perceptual Errors
122(1)
Barriers Arise from Different Fields of Experience
123(1)
Barriers Arise from Noise
124(1)
Barriers Arise from Lack of Feedback
124(1)
Axioms of Communication Effectiveness
124(5)
Message Senders with High Credibility Are More Effective at Getting Ideas Across
124(1)
A Well-Organized Message Communicates Effectively
125(1)
Repetition Helps People Remember a Message
125(1)
Two-Way Communication Creates Understanding
126(1)
Alterations and Distortions Can Occur as Messages "Flow" from Person to Person
127(1)
Visual Support Helps People Grasp a Message
128(1)
Openness and Assertiveness Make People Better Communicators
128(1)
Understanding the Basics
129(1)
Summary of Key Ideas
129(1)
Key Terms and Concepts
129(1)
Questions for Further Thought
129(1)
Another Look
130(3)
Applying Your Knowledge
131(1)
Applying Your Skills
131(2)
Performing on the Job
133(3)
A President's Message
133(1)
Vindictive Customer
133(3)
Media and Technology: Quantum Leaps Daily
136(26)
Performance Challenge
138(1)
The Way It Is... Communication Media
138(1)
What Does Media Mean?
139(2)
Some Media Ground Rules
141(3)
Rating the Medium, Not the Message
144(1)
Five Ways to Pick the Best Media
145(6)
Understand Efficiency versus Effectiveness
145(1)
Understand the Characteristics and Costs of Various Management Communication Media
146(3)
Be Aware of Relative Costs of Media
149(2)
Consider Media Mixing: A Sound Alternative
151(1)
Understand Media Expectations
151(1)
Technology and Information Overload
151(1)
Media and the Changing World of Business Communication
152(2)
Understanding the Basics
154(2)
Summary of Key Ideas
154(1)
Key Terms and Concepts
155(1)
Questions for Further Thought
155(1)
Another Look
156(4)
Applying Your Knowledge
157(1)
Applying Your Skills
158(2)
Performing on the Job
160(2)
School Causes Stink with Body Odor Letter
160(1)
Trucking Down the Information Highway
160(2)
Communication with a Diverse Audience: Cross-Cultural Realities
162(21)
Performance Challenge
164(1)
The Way It Is... I See You
164(1)
Communication to a More Diverse People
164(1)
Male-Female Communication Differences
165(1)
Business Success and Gender Chat
165(2)
Gender Differences in Written Communication
167(1)
Cross-Cultural Communication Challenges
168(6)
Conversation, American Style
169(3)
Communicating Internationally
172(2)
Changes in Communication Expectations
174(3)
People Expect Less Formality
175(2)
People Expect More Visual Attractiveness, Variety, and Innovation
177(1)
Understanding the Basics
177(1)
Summary of Key Ideas
177(1)
Key Terms and Concepts
177(1)
Questions for Further Thought
177(1)
Another Look
178(2)
Applying Your Knowledge
178(1)
Applying Your Skills
178(2)
Performing on the Job
180(3)
The Joy of Personnel Work
180(1)
Foreign Aid
181(2)
PART THREE Document Writing Skills: Effectiveness amid Change 183(210)
Planning and Managing Writing: How to Write It Right
184(30)
Performance Challenge
186(1)
The Way It Is... The Hated Instruction Manual
186(1)
Is This Document Really Necessary?
186(1)
Does This Document Use an Appropriate Message Strategy?
187(1)
Patterns of Organization: What's the Big Idea?
187(6)
Big-Idea-First Approach
188(4)
Big-Idea-a-Little-Later Approach
192(1)
Content Setup: Preparing Your Reader to Get the Message
193(2)
Content Setup or Preview
193(2)
Accessing Techniques Tell Readers What's Most Important
195(3)
Three Kinds of Accessing
195(2)
Efficient Sentences
197(1)
Efficient Paragraphs
198(1)
Selection of Appropriate Writing Style
198(7)
Vitality and Economy of Language
199(6)
Two Tasks of Correspondence
205(1)
Understanding the Basics
206(1)
Summary of Key Ideas
206(1)
Key Terms and Concepts
206(1)
Questions for Further Thought
206(1)
Another Look
207(3)
Applying Your Knowledge
207(1)
Applying Your Skills
207(3)
Performing on the Job
210(4)
Do You Really Want to Be Here?
210(1)
You Are Invited
210(4)
Projecting Professionalism: Writing with Class
214(24)
Performance Challenge
216(1)
The Way It Is... Blending Accuracy and Tone
216(1)
All Errors Are Not Equal
216(2)
Business Communication Is Human Communication
218(3)
People Are Strongly Interested in Themselves
221(1)
People Prefer Reader-Centered Messages
222(1)
People Want to Be Treated as Individuals
223(1)
Avoidance of the "Blanket Tone"
224(1)
Importance of Addressing Your Reader Directly
224(1)
People Prefer Positive Information
224(1)
People Don't Like Abrasiveness
225(1)
People Don't Like to Be Lectured to or Preached at
226(1)
People Can Spot False Sincerity
227(1)
People May Be Offended by Sexist Language
228(2)
Understanding the Basics
230(1)
Summary of Key Ideas
230(1)
Key Terms and Concepts
230(1)
Questions for Further Thought
230(1)
Another Look
231(3)
Applying Your Knowledge
232(1)
Applying Your Skills
232(2)
Performing on the Job
234(4)
I Must Put It in Writing
234(1)
Heated Memo
235(3)
Writing Routine, Informative, and Goodwill Messages: Simple, Quick, and Powerful
238(38)
Performance Challenge
240(2)
The Way It Is... The Gift of Appreciation
240(2)
Routine Informative Message
242(10)
Three General Guidelines for Routine Messages
252(2)
Be Direct
252(1)
Be Complete
252(1)
Be Friendly
253(1)
Goodwill Letters
254(5)
Appreciation Messages
254(4)
Congratulations or Recognition Messages
258(1)
Sympathy or Condolences
258(1)
General Pattern of Goodwill Messages
259(3)
Ways Organizations Can Create Goodwill
262(2)
Publicity
262(1)
News Release
262(2)
Promotion of Yourself with For-Your-Information Notes
264(1)
Understanding the Basics
265(1)
Summary of Key Ideas
265(1)
Key Terms and Concepts
265(1)
Questions for Further Thought
265(1)
Another Look
266(6)
Applying Your Knowledge
266(1)
Applying Your Skills
266(6)
Performing on the Job
272(4)
Online News Release
272(1)
Chevy Dealer's Customer Letter
272(4)
Writing Disappointing or Unfavorable Messages: Clarity with Sensitivity
276(32)
Performance Challenge
278(1)
The Way It Is... A Customer Apology
278(1)
A Strategic Decision: Should I Soften the Blow?
278(2)
Bill: Bad-News Breaker
280(2)
Way BILL Works
280(2)
Cushioning the Blow
282(1)
Smooth Transition
283(1)
Examples of Seed Words
283(1)
Please, Let Me Explain
284(1)
Explanation of Decision Criteria
285(1)
Pitfall of Hiding Behind Policy
285(1)
Delivery of Refusal
285(2)
Refusal Language
287(1)
Offer of Lesser Alternative
287(2)
Decision to Leave 'em on a Good Note
289(1)
Your Decision: Don't Overapologize
289(1)
Consideration of Your Next Meeting with the Reader
289(1)
Examples of the BILL Approach
289(2)
Realization that Not Everyone Likes BILL
291(1)
Apology Letters
291(3)
Understanding the Basics
294(2)
Summary of Key Ideas
294(1)
Key Terms and Concepts
294(1)
Questions for Further Thought
295(1)
Another Look
296(9)
Applying Your Knowledge
296(1)
Applying Your Skills
296(9)
Performing on the Job
305(3)
Unfilled Bags
305(1)
Canceled Symposium
306(2)
Persuasive and Sales Messages: Getting Results
308(44)
Performance Challenge
310(1)
The Way It Is... Getting Readers to "Just Do It"
310(1)
Goal of Persuasive Messages
310(4)
Psychology of Persuasion
314(1)
Persuasive Requests: Use Bill
315(1)
Ansa Approach to Persuasion
315(19)
A Is for Attention
316(3)
N Is for Need Development
319(2)
S Is for Solution to the Problem
321(5)
A Is for Action
326(8)
Persuasive Messages: Complete Samples
334(1)
Understanding the Basics
334(2)
Summary of Key Ideas
334(1)
Key Terms and Concepts
335(1)
Questions for Further Thought
335(1)
Another Look
336(11)
Applying Your Knowledge
337(1)
Applying Your Skills
337(10)
Performing on the Job
347(5)
Dairy Queen Dilemma
347(1)
We Want You Back
348(4)
Communicating about Employment: From Resume to Interview
352(41)
Performance Challenge
354(1)
The Way It Is... Hiring Employees Today
354(1)
Understanding the Challenge
355(1)
Your Resume Is Your Sales Literature
355(7)
Standard Parts of the Resume
356(1)
Optional or Creative Additions to Your Resume
356(1)
What to Avoid in Resume Preparation
357(4)
Elements to Include
361(1)
Examples of Resume Parts
362(7)
Education Examples
362(3)
Experience Examples
365(3)
Career Objectives Examples
368(1)
Miscellaneous Examples
369(1)
Sample Resumes
369(3)
Cover Letter
372(1)
What Goes into an Application Letter?
373(1)
Sample Application Letters
373(2)
Examples of Openings
373(1)
Examples of Middles
373(1)
Examples of Closings (Action Steps)
374(1)
Examples of Complete Letter Text
374(1)
Interviews to Get the Job
375(1)
The Interview Is Two-Way Information Sharing
376(2)
Complaints about Interview Preparation
376(1)
Complaints about the Interview
376(2)
Complaints about Interview Follow-up
378(1)
How to Avoid Common Complaints about Interviewees
378(4)
Understanding Yourself: A Look Inward
378(1)
Do Your Homework: Research the Organization
379(1)
Take Materials with You
379(1)
Communicate Skillfully in the Interview
380(1)
A Few Words about Salary
381(1)
Questions for which You Should Be Prepared
382(1)
Illegal or Inappropriate Questions
382(1)
Your Options When Asked Illegal Questions
383(2)
Understanding the Basics
385(3)
Summary of Key Ideas
385(1)
Key Terms and Concepts
386(1)
Questions for Further Thought
387(1)
Another Look
388(2)
Applying Your Knowledge
388(1)
Applying Your Skills
388(2)
Performing on the Job
390(3)
Bill's Resume Strategy
390(1)
I Need This Job
390(3)
PART FOUR Report Writing Skills for Effectiveness amid Change 393(60)
Using Reports and Proposals: Organizing and Articulating Thoughts
394(28)
Performance Challenge
396(1)
The Way It Is... A Good Report Gives Readers What They Need to Know
396(1)
Three Purposes for Business Reports
396(2)
Four Key Questions for Planning the Business Report
398(1)
Four General Ways to Find Information to Use in Reports
398(2)
Report Formatting
400(5)
Good Reports Are Realistic about Purpose, Time, and Cost
405(1)
Budgeting Report Costs
406(1)
Report Length and Degree of Formality
406(7)
Proposals for Long Reports
406(1)
Background
407(1)
Statement of the Problem
407(2)
Goal of the Project
409(1)
Research Procedures
410(1)
Cost of the Project
410(3)
Understanding the Basics
413(1)
Summary of Key Ideas
413(1)
Key Terms and Concepts
413(1)
Questions for Further Thought
413(1)
Another Look
414(5)
Applying Your Knowledge
414(1)
Applying Your Skills
415(4)
Performing on the Job
419(3)
Request for Education Reimbursement
419(1)
Proposal Skimming
419(3)
Writing the Report: Getting It Down on Paper
422(31)
Performance Challenge
424(1)
The Way It Is... Getting Thoughts Down on Paper
424(1)
Clearing of Deck for Takeoff
424(1)
Informal (Short) Reports
425(5)
Task Reports
425(1)
Periodic Reports
426(1)
Progress Reports
426(1)
Meeting Minutes
426(1)
Trip or Conference Reports
426(1)
Main Points to Remember about Short Reports
426(4)
Raw Writing to the Rescue
430(1)
Process of Starting over Again: From Mess to Masterpiece
430(1)
Organization and Writing of Individual Report
431(12)
Overview of Your Project
431(1)
Preliminary Information Gathering
431(2)
Review of Materials and Creation of Preliminary Outline
433(2)
Editing and Polishing of Report
435(8)
Understanding the Basics
443(2)
Summary of Key Ideas
443(1)
Key Terms and Concepts
444(1)
Questions for Further Thought
444(1)
Another Look
445(4)
Applying Your Knowledge
445(1)
Applying Your Skills
446(3)
Performing on the Job
449(4)
Performance Reviews as a Type of Task Report
449(1)
Much-Desired Position
450(3)
PART FIVE Speaking and Listening Skills for Effectiveness amid Change 453(112)
Active Listening: The Master Key
454(20)
Performance Challenge
456(1)
The Way It Is... The Nature and Challenge of Listening
456(1)
Difference between Hearing and Listening
456(1)
What Contributes to Listening?
457(4)
Internal Elements Affecting Listening
458(1)
Environmental Elements Affecting Listening
458(1)
Interactional Elements Affecting Listening
459(1)
Effects of Self-Protection on Listening
460(1)
Two Major Forms of Listening: Support and Retention Listening
461(2)
Support Listening
461(2)
Retention Listening
463(1)
Some Poor Listening Habits to Avoid
463(3)
Faking Attention
465(1)
Changing Channels
465(1)
Listening for Only the Facts
465(1)
Interrupting
465(1)
Some Positive Steps to Better Listening
466(2)
Solicit Clarification
466(1)
Minimize the Number of Gatekeepers
466(1)
Try Counterattitudinal Advocacy
466(2)
Other Tips for Effective Listening
468(1)
Motivation to Listen Better
468(1)
Understanding the Basics
468(2)
Summary of Key Ideas
468(1)
Key Terms and Concepts
469(1)
Questions for Further Thought
469(1)
Another Look
470(2)
Applying Your Knowledge
470(1)
Applying Your Skills
470(2)
Performing on the Job
472(2)
No One Listened to Bill
472(1)
The Roof Is Leaking
472(2)
Preparation of the Presentation: Briefings and Oral Presentations
474(24)
Performance Challenge
476(1)
The Way It Is... Here Are Some Great Ideas
476(1)
The Purpose of Typical Business Presentations
476(2)
Listener Analysis: A Starting Point
478(2)
Discover Your Listeners before Communicating with Them
479(1)
After Anticipating the Listeners' Questions, Ask Yourself a Few
479(1)
How to Predict Listener Responses More Accurately
479(1)
Planning of the Content of Your Talk: Identifying Main Ideas
480(1)
Introductions: Gaining Attention and Interest
481(2)
Startling Statement or Statistic
481(1)
Rhetorical Question
481(1)
Quotation, Definition, or Short Narrative
482(1)
Audience Participation
482(1)
Statement of Topic or Reference to Occasion
483(1)
Some Surefire Ways to Flop
483(1)
The Apologetic Beginning
483(1)
The Potentially Offensive Beginning
483(1)
The Gimmicky Beginning
483(1)
The Body: Now that I Have Your Attention
484(2)
Organization of Main Points
484(2)
Development and Support of Main Points
486(2)
Transitions, Summaries, and Conclusions
488(1)
Use of an Action Step
489(1)
Understanding the Basics
490(1)
Summary of Major Ideas
490(1)
Key Terms and Concepts
490(1)
Questions for Further Thought
490(1)
Another Look
491(4)
Applying Your Knowledge
491(1)
Applying Your Skills
492(3)
Performing on the Job
495(3)
Giving It Their Best Shot
495(1)
All Is Not Well
495(3)
Delivery of Oral Presentations: Conveying Your Message with Impact
498(26)
Performance Challenge
500(1)
The Way It Is... Overcoming Nervousness When Speaking before Groups
500(1)
Ways to Control Speaking Anxiety
500(2)
Prepare
500(1)
Be Idea Conscious, Not Self-Conscious
501(1)
Relax
501(1)
Use Your Background and Experience
501(1)
Recognize that Your Listeners Want You to Succeed
501(1)
Conveying of Your Credibility
502(1)
Specific Delivery Techniques
503(3)
Eye Contact
503(1)
Gestures and Movement
504(1)
Pronunciation
504(1)
Voice
504(1)
Verbalized Pauses
505(1)
Emphasis
505(1)
After the Presentation: Handling Questions
506(1)
Promotion of Listener Participation
506(1)
Creation of Your Personal Delivery Style
507(3)
Appearance
507(1)
Facial Expression and Eye Contact
508(1)
Vocal Cues and Paralanguage
508(2)
Memory Devices: Notes versus Manuscript
510(1)
The Language of Feelings
510(2)
Direct Address or "This Means You" Statements
510(1)
Figurative Language
511(1)
Don't Tell Jokes--Use Wit
512(5)
Understanding the Basics
517(1)
Summary of Key Ideas
517(1)
Key Terms and Concepts
517(1)
Questions for Further Thought
517(1)
Another Look
518(3)
Applying Your Knowledge
518(1)
Applying Your Skills
519(2)
Performing on the Job
521(3)
It's Not Easy in Front of a Group
521(1)
Your Question Please
521(3)
The Visual Presentation of Information: Getting the Picture
524(24)
Performance Challenge
526(1)
The Way It Is... The Medium Is the Message
526(1)
Visuals Aid Message Comprehension
526(15)
Visuals Help the Audience and the Communicator
527(1)
Proper Use of Visual Aids
528(1)
Direct Visuals
529(6)
Projected Visuals
535(5)
Dynamic Visuals
540(1)
Positioning Your Listeners and Your Visuals
540(1)
A Final Thought about Audiovisual Aids: Check Them Out in Advance!
540(1)
Understanding the Basics
541(1)
Summary of Key Ideas
541(1)
Key Terms and Concepts
541(1)
Questions for Further Thought
541(1)
Another Look
542(4)
Applying Your Knowledge
542(1)
Applying Your Skills
543(3)
Performing on the Job
546(2)
Consulting with Doris
546(1)
Selling New Taxi Service
546(2)
Participation in Meetings and Teams: You Can't Go On Meeting Like This
548(17)
Performance Challenge
550(1)
The Way It Is... You Will Participate
550(1)
Types of Meetings
551(1)
Productive Participation
552(2)
Preparation
553(1)
Active Participation
553(1)
Postmeeting Follow-Up
554(1)
Effective Leadership
554(3)
Advantages of Meetings
554(2)
Disadvantages of Meetings
556(1)
Ways Meetings Can Go Bad
557(1)
Speaking Up--Whether Leader or Participant
558(1)
Understanding the Basics
558(2)
Summary of Key Ideas
558(1)
Key Terms and Concepts
559(1)
Questions for Further Thought
559(1)
Another Look
560(1)
Applying Your Knowledge
560(1)
Applying Your Skills
560(1)
Performing on the Job
561(4)
The Seville Manor for the Elderly
561(1)
Jake Calls a Meeting
562(3)
PART SIX Reference Tools for Communication Effectiveness amid Change 565(90)
Reference Tool One A Review of Grammar, Punctuation, and Usage
567(32)
Reference Tool Two How to Organize and Format Documents
599(28)
Reference Tool Three Quick Review Checklists
627(6)
Reference Tool Four Research Techniques for Business and Professional Communication
633(22)
Notes 655(6)
Index 661

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