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Managing Business and Professional Communication

Managing Business and Professional Communication

          
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About the Book

Business and Professional Communicationprovides the reader with the strategies they need to effectively manage communication challenges in the workplace.   Tailoring relevant communication concepts to the unique demands of the workplace environment, Business and Professional Communication surpasses the coverage of traditional communication books to address the most recent surveys of expected workplace competencies: exhibiting leadership; managing organizational culture, communication style differences, and conflict; dealing with difficult people; improving diversity and intercultural communication; and interviewing, selling, and negotiating successfully. Business and Professional Communication not only prepares the reader for relevant, informative, and persuasive public presentations in the workplace, but also prepares them for managing cultural diversity, sales, customer-service, audits, briefings/reports, team-building, and other communication proficiencies vital for success in the modern workplace.

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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Product Details
  • ISBN-13: 9780205524860
  • Publisher: Pearson Education (US)
  • Publisher Imprint: Pearson
  • Depth: 31
  • Height: 190 mm
  • No of Pages: 476
  • Series Title: English
  • Weight: 682 gr
  • ISBN-10: 0205524869
  • Publisher Date: 20 Aug 2007
  • Binding: Paperback
  • Edition: 2 Rev ed
  • Language: English
  • Returnable: Y
  • Spine Width: 20 mm
  • Width: 227 mm


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