Managing Business and Professional Communication / Edition 2

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Overview

Managing Business and Professional Communication, 2/e

Carley H. Dodd, Abilene Christian University

Managing Business and Professional Communication provides students with the strategies they need to manage communication challenges in the workplace effectively.

This text surpasses the coverage of traditional communication texts to address the most recent surveys of expected workplace competencies: exhibiting leadership, managing organizational culture, handling conflict, dealing with difficult people, improving diversity and intercultural communication, interviewing, selling, and negotiating successfully. Using these competencies, Managing Business and Professional Communication tailors relevant communication concepts to the unique demands of the workplace environment.

Features:

  • Puts theory into action with real-world cases and critical incidents, providing opportunities for application, problem solving, and insight into the everyday workplace.
  • Examines the importance of cultural diversity awareness in business, imparting a framework for understanding one's co-workers to increase satisfaction and productivity in the workplace.
  • Covers conflict and conflict management opportunities in the workplace to help students heighten performance and problem solving on the job.
  • Prepares students for most entry-level and mid-management positions, with sections on customer relations communication, sales and marketing presentations, and briefings/reports.

New to this Edition:

  • Highlights new communication competencies, based on the most recent surveys of communication proficiency available–including Butcher’s Employment and Training Administration (ETA) report–to provide students with focused skills that can be applied in the workplace.
  • Includes additional emphasis on organizational patterns within chapters, to help students clearly identify and follow key points.
  • Places new emphasis on the link between organizational culture and leadership, to help students understand the importance of contextualizing leadership within the boundaries of personal style and organizational culture.
  • Emphasizes listening in the workplace,to help students excel at this crucial skill.
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Product Details

  • ISBN-13: 9780205524860
  • Publisher: Allyn & Bacon, Inc.
  • Publication date: 8/3/2007
  • Edition description: Older Edition
  • Edition number: 2
  • Pages: 476
  • Product dimensions: 7.48 (w) x 9.05 (h) x 0.92 (d)

Table of Contents

UNIT I: FOUNDATIONS OF BUSINESS AND PROFESSIONAL COMMUNICATION

Chapter 1 Introducing Business and Professional Communication

Communication Gaps in the Workplace

• Case 1.1: Making Communication Adjustments

Communication Competencies Needed in Organizations

• Skills at Work 1.1: Time Spent in Communication

Business and Professional Communication Competencies

• Skills at Work 1.2: Self-Assessment of Communication Strengths and Weaknesses

Definition and Model of Business and Professional Communication

Communication Axioms

• Web at Work 1.1: Business and Professional Communication

Business and Professional Communication in Four Contexts

In Perspective

Discussion Questions

Exercises

References

Chapter 2 Managing Leadership Communication in Organizational Cultures

Organizational Culture as the Context for Communication

• Case 2.1: A Clash of Cultures

Features of Organizational Culture

• Case 2.2: Accepting Company Values

• Case 2.3: Taco Bell’s Organizational Culture

• Skills at Work 2.1: Improving Communication Style in Organizations

Organizational Leadership Communication Designs

• Case 2.4: Developing Communication Strategies

• Skills at Work 2.2: Rethinking Herzberg

• Case 2.5: Incentives and Performance

• Skills at Work 2.3: What Are Your Qualities as a Leader?

• Web at Work 2.1: Organizational Culture and Leadership

In Perspective

Discussion Questions

Exercises

References

UNIT II: INTERPERSONAL COMMUNICATION IN BUSINESS AND PROFESSIONAL COMMUNICATION

Chapter 3 Managing Interpersonal Communication in the Workplace

Interpersonal Communication Principles in the Workplace

• Skills at Work 3.1: Impression Formation in Action

• Case 3.1: Separate Conversations

• Case 3.2: Processing Bad News

Social Exchange Theory

• Skills at Work 3.2: Social Exchange Theory at Work

Managing Interpersonal Communication Skills

• Case 3.3: The Effects of Unresolved Conflict

• Case 3.4: Overcoming Omission

• Case 3.5: “Any Questions?”

• Skills at Work 3.3: Immediacy Assessment

• Skills at Work 3.4: Verbal Communication Skills Assessment

• Skills at Work 3.5: Improving Interpersonal Communication in Leadership

In Perspective

• Web at Work 3.1: Interpersonal Communication

Discussion Questions

Exercises

References

Chapter 4 Managing Nonverbal Communication in the Workplace

Defining Nonverbal Communication

Importance of Nonverbal Communication in the Workplace

• Case 4.1: Reading a Troubled Co-Worker

Functions and Rules of Nonverbal Communication

Elements of Nonverbal Communication

• Case 4.2: Sending Unintentional Messages

Using Nonverbal Communication in the Workplace

• Skills at Work 4.1: Nonverbal Communication and Sales

• Skills at Work 4.2: Monochronic and Polychronic Style Assessment

In Perspective

• Web at Work 4.1: Nonverbal Communication

Discussion Questions

Exercises

References

Chapter 5 Managing Communication Conflict in the Workplace

Conflict in the Workplace

• Case 5.1: The Day the Committee Came

• Web at Work 5.1: Conflict

Communication Skills in Managing Conflict

• Skills at Work 5.1: Conflict Style Assessment

• Case 5.2: Running a Family Business

• Case 5.3: Supportive and Defensive Climates

Communication Skills in Managing Negotiation

• Skills at Work 5.2: Space Survival Exercise

• Case 5.4: The Jones Family Land Case

• Skills at Work 5.3: Negotiation Style Assessment

• Case 5.5: Conflict at City Hospital

In Perspective

Discussion Questions

Exercises

References

Chapter 6 Managing Intercultural Communication in the Workplace

Definition and Model of Intercultural Communication

• Web at Work 6.1: Intercultural Communication

Understanding Cultural Diversity

Importance of Managing Cultural Diversity

• Case 6.1: Alleged Bias at General Motors

Intercultural Communication Strategies for Promoting Unity

• Skills at Work 6.1: Cultural Differences in Nonverbal Communication

• Case 6.2: Hasty Generalization in the Workplace

• Case 6.3: Negotiating Conflicts Caused by Diversity

In Perspective

Discussion Questions

Exercises

References

Chapter 7 Managing Communication with Customers and clients

Definition and Model of Customer Service

Communicating to Enhance Customer Service

• Case 7.1: Adding Lights in the Parking Lot

• Case 7.2: Would You Buy a Used Car from This Company?

• Skills at Work 7.1: Listening Assessment

• Case 7.3: The Real Cost of a Coke

Changing the Organizational Culture to Enhance Customer Service

• Skills at Work 7.2: Common Customer Service Myths

• Web at Work 7.1: Customer Service Communication

In Perspective

Discussion Questions

Exercises

References

UNIT III: SMALL GROUPS AND TEAMS IN BUSINESS AND PROFESSIONAL COMMUNICATION

Chapter 8 Managing Group Communication in the Workplace

Defining Small-Group Communication

Group Outcomes

Communication Networks in Small Groups

• Case 8.1: Communication and Control

• Case 8.2: Communication and Low Morale

• Case 8.3: Central Network Overload

Leadership in Teams and Small Groups

• Case 8.4: The Right Kind of Leadership

Communicating for Group Decision Making

• Skills at Work 8.1: Assessment of Small-Group Satisfaction Outcomes

• Case 8.5: The Bay of Pigs Incident

Conducting Group Discussions

• Case 8.6: Overcoming Barriers to Quality Service

Strategies for Managing Group Communication

In Perspective

• Web at Work 8.1: Small-Group Communication

Discussion Questions

Exercises

References

Chapter 9 Managing Team Building in the Workplace

Definition and Model of Teams

Functions of Teams in the Workplace

• Web at Work 9.1: Building and Managing Teams

• Case 9.1: Benefits of Employee Satisfaction

Qualities of Successful Teams

• Case 9.2: A Bigger and Better Vision and Mission

• Skills at Work 9.1: Assessment of Team Norms

Outcomes of Successful Teams

• Case 9.3: Documenting Successful Team Performance

In Perspective

Discussion Questions

Exercises

References

Chapter 10 Managing Interviews in the Workplace

Importance of Interviewing

Types of Interviews

• Skills at Work 10.1: Finding Job Opportunities

• Case 10.1: Answering “Killer” Questions

• Case 10.2: Standing Out in a Group Interview

Structuring Effective Interviews

Interview Questions

Creating Effective Résumés

• Web at Work 10.1: Creating Résumés

• Web at Work 10.2: Résumé-Posting Services

• Skills At Work 10.2: E-Mail Do’s and Don’ts

• Web at Work 10.3: Writing Cover Letters

• Skills at Work 10.3: Writing a Letter of Recommendation

In Perspective

Discussion Questions

Exercises

References

UNIT IV: PUBLIC PRESENTATIONS IN BUSINESS AND PROFESSIONAL COMMUNICATION

Chapter 11 Managing Public Presentations in the Workplace

Importance of Making Public Presentations

Building Credibility

• Case 11.1: The Power of Effective Presentations

• Case 11.2: Creating Credibility

• Skills at Work 11.1: Assessing Your Competence

• Skills at Work 11.2: Assessing Your Character

• Case 11.3: The Power of Charisma

• Skills at Work 11.3: Assessing Your Charisma

• Case 11.4: Connecting with the Queen

• Skills at Work 11.4: Assessing Your Co-Orientation

Building Confidence

Skills at Work 11.5: Assessment of Communication Apprehension

Consulting for Audience Analysis

• Case 11.5: Speaking to the Sales Team

• Web at Work 11.1: Audience Analysis

• Case 11.6: Conditions beyond Control

• Skills at Work 11.6: Understanding Your Audience

In Perspective

Discussion Questions

Exercises

References

Chapter 12 Managing Presentational Skills in the Workplace

Elements of Language Style

• Case 12.1: Improving Upon “Dry” Language

• Case 12.2: Creating Effective Narratives

• Case 12.3: Talking in Code

Elements of Delivery

• Skills at Work 12.1: Common Delivery Mistakes

Methods of Delivery

• Skills at Work 12.2: Guidelines for Extemporaneous Delivery

Visual Aids

• Web at Work 12.1: PowerPoint Presentations

In Perspective

Discussion Questions

Exercises

References

Chapter 13 Managing Informative Presentations in the Workplace

Developing Informative Presentations

• Skills at Work 13.1: Topic Selection Worksheet

• Web at Work 13.1: Topic Selection

• Skills at Work 13.2: Evaluating a Purpose Statement

• Skills at Work 13.3: Evaluating a Thesis Statement

• Case 13.1: Using Analogies

• Web at Work 13.2: Search Engines

• Skills at Work 13.4: Evaluating an Introduction

• Skills at Work 13.5: Evaluating a Conclusion

Types of Informative Presentations

In Perspective

Discussion Questions

Exercises

References

Chapter 14 Managing Persuasive Presentations in the Workplace

Attitudes, Values, Beliefs, and Behaviors

• Case 14.1: Bringing about Change

Principles of Persuasion

• Case 14.2: Overcoming Cognitive Dissonance

Developing Persuasive Presentations

• Case 14.3: Alienating the Audience with Fear

• Web at Work 14.1: Persuasive Speaking

• Case 14.4: Creating an Effective Visualization

• Skills at Work 14.1: Evaluating an Argument

In Perspective

Discussion Questions

Exercises

References

Chapter 15 Managing Sales Presentations in the Workplace

Principles of Sales Communication

• Case 15.1: The Benefits of Relationship Selling

Strategies for Effective Sales Communication

• Web at Work 15.1: Sales Training

• Skills at Work 15.1: Handling Customer Objections and Questions

In Perspective

Discussion Questions

Exercises

References

Epilogue: What Can You Do with a Communication Major?

Benefits of Theory and Skills Careers in Business and Professional Communication Finals Words

APPENDICES

Appendix A: Listening in the Workplace

Appendix B: Communication Style in the Workplace

Appendix C: Changes in Organizational Cultures

Appendix D: Communication Networks in the Workplace

Appendix E: Communication Audits in the Workplace

Appendix F: Speech Evaluation Forms

Glossary

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