Business and Professional Communication

Kelly M. Quintanilla is the Dean of the College of Liberal Arts at Texas A&M University-Corpus Christi. She earned her Ph.D. in Communication from the Pennsylvania State University in 1994, joining the A&M-CC faculty that same year. She was a Professor of the Communication for 16 years, teaching courses in Business & Professional Communication, Teamwork & Leadership, Organizational Communication, Public Relations, and Public Speaking. Additionally, she served as Department Chair/Program Coordinator in Communication from 2000-2009. Over the years, Dr. Quintanilla has received awards for her teaching, service, advising, and scholarship. She has also worked as an executive coach and an organizational communication consultant for a variety of industries. Although she loves her career, her greatest love is spending time with her husband, Anthony and daughter, Logan on the sunny beaches of the South Texas. Shawn T. Wahl (PhD, University of Nebraska, Lincoln) is a professor of communication and head of the Department of Communication in the School of Communication Studies at Missouri State University (MSU). Prior to MSU, he served as head of the Department of Communication, Mass Media, & Theatre at Angelo State University and as the director of graduate studies at Texas A&M University, Corpus Christi. He is coauthor of Nonverbal Communication for a Lifetime, Business and Professional Communication: KEYS for Workplace Excellence, Persuasion in Your Life, Communication and Culture In Your Life, and Public Relations Principles: Strategies for Professional Success. Shawn has published articles in Communication Education, Communication Research Reports, Communication Teacher, Journal of Family Communication, and Basic Communication Course Annual. Shawn was a faculty participant in the National Communication Association Learning Outcomes in Communication project and is the 2016 President of the Central States Communication Association. In addition, Shawn has worked across the nation as a corporate trainer, communication consultant, and leadership coach in a variety of industries. Outside of his professional work, he enjoys spending time with his family and two Chinese pugs (Jake and Bentley).

Preface
Acknowledgments
Introduction for Students
PART I. BEGINNING COMMUNICATION PRINCIPLES
CHAPTER 1. BUSINESS AND PROFESSIONAL EXCELLENCE IN THE WORKPLACE
Understanding the Importance of Human Communication in Business and Professional Contexts
Communication: A Complex Process
Communication Apprehension
Communication Ethics
KEYS for Excellence in the Workplace
Executive Summary
Explore
Review
Discussion Questions
Terms to Remember
CHAPTER 2. VERBAL AND NONVERBAL COMMUNICATION
Verbal Communication
Nonverbal Communication
Codes of Nonverbal Communication
Forming Relationships With Verbal and Nonverbal Communication
KEYS to Excellence in Verbal and Nonverbal Communication
Executive Summary
Explore
Review
Discussion Questions
Terms to Remember
CHAPTER 3. LISTENING
Hearing and Listening
Barriers to Listening
Listening Styles and Categories
Improving Your Listening
KEYS to Listening Excellence
Executive Summary
Explore
Review
Discussion Questions
Terms to Remember
PART II . ENTERING THE WORKPLACE
CHAPTER 4. RÉSUMÉS, INTERVIEWS, AND NEGOTIATION
The Job-Seeking Process
Stage One: Exploring
Stage Two: Researching
Stage Three: Applying
Stage Four: Interviewing
Stage Five: Following Up
Stage Six: Negotiating
KEYS to Excellence in the Job-Seeking Process
Executive Summary
Explore
Review
Discussion Questions
Terms to Remember
CHAPTER 5. GETTING TO KNOW YOUR DIVERSE WORKPLACE
Learning Your Workplace Culture
Assimilating College Students
Diversity in Your Workplace: Some Important Concepts
Examples of Diversity in Professional Contexts
KEYS to Excellence in Getting to Know Your Diverse Workplace
Executive Summary
Explore
Review
Discussion Questions
Terms to Remember
PART III . DEVELOPING IN THE WORKPLACE
CHAPTER 6. INTERPERSONAL COMMUNICATION AT WORK
Exploring Relationship Types at Work
The Line Between Professional and Personal
Professional Etiquette
KEYS to Excellence in Interpersonal Communication
Executive Summary
Explore
Review
Discussion Questions
Terms to Remember
CHAPTER 7. STRENGTHENING TEAMS AND CONDUCTING MEETINGS
How Do Groups Differ From Teams?
Conducting Meetings
Shared Leadership
Problem Solving
Cultivating Innovative Thinking
Conflict in Team Meetings
KEYS to Excellence in Team Communication
Executive Summary
Explore
Review
Discussion Questions
Terms to Remember
PART IV. EXCELLING IN THE WORKPLACE
CHAPTER 8. TECHNOLOGY IN THE WORKPLACE
Communication and Technology: Tools for Professionals
Drawbacks of Technology
Social Media and Technology: Key Challenges in the Communication Age
Professional Etiquette With Technology
KEYS to Excellence With Communication and Technology
Executive Summary
Explore
Review
Discussion Questions
Terms to Remember
CHAPTER 9. BUSINESS AND PROFESSIONAL WRITING
The Importance of Written Communication
Striving for Written Communication Excellence
Types of Written Communication
KEYS to Excellence in Written Communication
Executive Summary
Explore
Review
Discussion Questions
Terms to Remember
CHAPTER 10. LEADERSHIP AND CONFLICT MANAGEMENT
What Is Leadership?
Utilizing Power
Improving Communication With Leadership Theories
Hiring the Right Team
Following Up and Following Through
Communicating About Your Team
Dealing With Difficult People
Giving Feedback
Putting It Together
Managing Your Public Image
KEYS to Excellence in Leadership
Executive Summary
Explore
Review
Discussion Questions
Terms to Remember
PART V. PRESENTING IN THE WORKPLACE
CHAPTER 11. INFORMING AND PERSUADING
The Importance of Presenting With Professional Excellence
Identifying Presentation Opportunities and Purposes
Speaking to Inform
Speaking to Persuade
KEYS to Excellence in Professional Presentations
Executive Summary
Explore
Review
Discussion Questions
Terms to Remember
CHAPTER 12. SPEECH DESIGN
Analyzing the Audience
Analyzing the Context
Researching
Organizing Your Presentation
Introductions
Conclusions
Language
KEYS to Excellence in Speech Design
Executive Summary
Explore
Review
Discussion Questions
Terms to Remember
CHAPTER 13. DELIVERING A SPEECH WITH PROFESSIONAL EXCELLENCE
Delivering a Presentation With Professional Excellence
PowerPoint and Other Supporting Aids
Practice Makes Perfect
Team Presentations
KEYS to Excellence in Delivering a Speech
Executive Summary
Explore
Review
Discussion Questions
Terms to Remember
PART VI . SURVIVING IN THE WORKPLACE
CHAPTER 14. WORK–LIFE BALANCE
The Importance of Work–Life Balance
Triggers to Imbalance
Strategies for Balance
KEYS to Excellence With Work–Life Balance
Executive Summary
Explore
Review
Discussion Questions
Terms to Remember
Epilogue: Communication Is Work
References
Glossary
Index
About the Authors