Managing Business and Professional Communication

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