Business and Professional Communication

✍ Scribed by Kory Floyd; Peter W. Cardon

• Year: 2019
• Tongue: English
• Leaves: 401
• Edition: 1
• Category: Library

✦ Synopsis

tudents preparing to succeed in today's workplace require solid training in communication skills and principles, as well as experience applying them in realistic professional contexts.

In Business and Professional Communication, Kory Floyd and Peter Cardon incorporate substantial business-world experience throughout the text's principles, examples and activities. They ensure that the theories, concepts, and skills most relevant to the communication discipline are fully represented. The result is a program that helps students understand and apply communication skills in both their personal and professional lives.

The 'People First' feature presents students with realistic scenarios that are sensitive, discomforting, or tricky to manage. It then teaches students how to navigate those situations effectively. This gives students concrete skills for preserving relationships with others as they encounter these difficult conversations.

Unique to the market, this text includes a dedicated chapter focused on perspective-taking: covering the processes of person-perception; common perceptual errors; the self-serving bias and the fundamental attribution error; the self-concept; and the processes of image management. This equips students to understand and pay attention to the perspectives of others. Business and Professional Communication also includes a dedicated chapter focused on career communication, encouraging students to engage in networking and to consider the priorities and points of view of others as they seek employment and begin to interact professionally.

✦ Table of Contents

Cover
Business and Professional Communication
DEDICATION
ABOUT THE AUTHORS
BRIEF CONTENTS
A PEOPLE FIRST APPROACH
For Instructors
For Students
ASSOCIATION FOR BUSINESS COMMUNICATION
ACKNOWLEDGMENTS
CONTENTS
CHAPTER 1: Communicating for Professional Success
Understanding the Communication Process
Six Principles of Communication
Elements of the Communication Process
CAREER TIP
Communication in Professional Networks
Networkers Communicate Effectively in Formal Professional Networks
Networkers Communicate Effectively in Informal Professional Networks
Networkers Employ Many Communication Channels to Stay Connected to Their Networks
TECH TIP
Networkers Build Broad Professional Communication Networks
Cultivating Credibility
Credible Communicators Build Trust
Credible Communicators Develop Rapport
Credible Communicators Listen Actively
Credible Communicators Maintain Integrity and Accountability
PEOPLE FIRST
Credible Communicators Know and Adapt to Their Audiences
Characteristics of Successful Communicators
Communicating Competently
Characteristics of Successful Communicators
THE COMPETENT COMMUNICATOR
FOCUS ON ETHICS
Chapter Wrap-Up
A Look Back
Key Terms
Chapter Review Questions
Skill-Building Exercises
Endnotes
CHAPTER 2: Culture, Diversity, and Global Engagement
Appreciating Culture and Human Diversity
Culture and Co-culture
Race, Ethnicity, and Nationality
Socioeconomic Status
Disability Status
Sex, Gender, and Sexuality
Religion
Generational Identity
Other Elements of Identity and Diversity
Conducting Business on a Global Scale
Identifying the Ways Cultures Vary
CAREER TIP
Adapting to Cultural Norms and Customs
PEOPLE FIRST
Addressing Diversity in an Ethical Manner
Honoring Your Own Cultural Values
Respecting the Cultural Values and Diverse Backgrounds of Others
Seeing Cultures and Diversity as an Opportunity to Learn and Grow
Recognizing the Individuality of Others
TECH TIP
Communicating with Cultural Proficiency
Cultivate Cultural Awareness
Practice Perspective Taking
Avoid Cultural Centrism
FOCUS ON ETHICS
Adapting to Changing Cultural Norms and Expectations
THE COMPETENT COMMUNICATOR
Chapter Wrap-Up
A Look Back
Key Terms
Chapter Review Questions
Skill-Building Exercises
Endnotes
CHAPTER 3: Verbal and Nonverbal Messages
How People Use Language
The Nature of Language
Language and Credibility
FOCUS ON ETHICS
Fostering Effective Verbal Communication
Separate Opinions from Factual Claims
THE COMPETENT COMMUNICATOR
Speak at an Appropriate Level
Own Your Thoughts and Feelings
Use Powerful Language
CAREER TIP
Channels of Nonverbal Messages
The Face and Eyes
Movement and Gestures
PEOPLE FIRST
Touch Behaviors
Vocal Behaviors
The Use of Space and Distance
Physical Appearance
The Use of Time
TECH TIP
The Use of Artifacts
Improving Your Nonverbal Communication Skills
Interpreting Nonverbal Communication
Expressing Nonverbal Messages
Chapter Wrap-Up
A Look Back
Key Terms
Chapter Review Questions
Skill-Building Exercises
Endnotes
CHAPTER 4: Listening and Learning
Effective Listening and Learning
What Is Listening?
The Importance of Listening Effectively
THE COMPETENT COMMUNICATOR
Stages and Styles of Effective Listening
Stages of Effective Listening
Types of Listening
Overcoming Barriers to Successful Listening
Noise
Pseudolistening and Selective Attention
TECH TIP
Information Overload
FOCUS ON ETHICS
Glazing Over
Rebuttal Tendency
PEOPLE FIRST
Closed-Mindedness
Competitive Interrupting
CAREER TIP
Honing Your Listening and Learning Skills
Become a Better Informational Listener
Become a Better Critical Listener
Become a Better Empathic Listener
Chapter Wrap-Up
A Look Back
Key Terms
Chapter Review Questions
Skill-Building Exercises
Endnotes
CHAPTER 5: Perspective Taking
How We Perceive Others
Perception Is a Process
The Circular Nature of Perception
We Commonly Misperceive Others’ Communication Behaviors
PEOPLE FIRST
CAREER TIP
Communicating and Explaining Our Perceptions
We Explain Behavior through Attributions
Avoiding Two Common Attribution Errors
How We Perceive Ourselves
Self-Concept Defined
Awareness of the Self-Concept
THE COMPETENT COMMUNICATOR
Managing Our Image
Communication and Image Management
FOCUS ON ETHICS
TECH TIP
Communication and Face Needs
Chapter Wrap-Up
A Look Back
Key Terms
Chapter Review Questions
Skill-Building Exercises
Endnotes
CHAPTER 6: Effective Team Communication
Developing Effective Teams
Teams Vary in Several Dimensions
Teams Go through Four Natural Stages to Reach High Performance
Effective Teams Build a Work Culture around Values, Norms, and Goals
Evaluating Team Performance
FOCUS ON ETHICS
Teams Should Focus First and Foremost on Performance
Effective Teams Meet Often
Effective Teams Embrace Differing Viewpoints and Conflict
Effective Teams Learn the Communication Styles and Preferences of Their Members
THE COMPETENT COMMUNICATOR
CAREER TIP
Effective Teams Provide Positive Feedback and Evaluate Their Performance Often
Leadership and Decision-Making Styles
Leaders Enact Distinct Styles
Leaders Manage Conflict Constructively
Leaders Avoid Groupthink
PEOPLE FIRST
Leaders Listen Carefully
TECH TIP
Principles for Virtual Team Communication
Focus on Building Trust at Each Stage of Your Virtual Team
Meet in Person at the Launch of the Virtual Team
Get to Know One Another
Use Collaborative Technologies
Choose an Active Team Leader
Run Effective Virtual Meetings
Chapter Wrap-Up
A Look Back
Key Terms
Chapter Review Questions
Skill-Building Exercises
Endnotes
CHAPTER 7: Effective Meetings
Planning for Meetings
Ask Essential Questions
Create and Distribute an Agenda
FOCUS ON ETHICS
Running Effective Meetings
Begin on Time
Create Tradition, Culture, and Variety
Set Expectations and Follow the Agenda
Encourage Participation and Expression of Ideas
Build Consensus and a Plan of Action
PEOPLE FIRST
Close the Meeting
TECH TIP
Conducting Effective Online Meetings
Learn the Functions and Limitations of Meeting Software
Help Participants Use the Meeting Software
Decide How to Document and Distribute the Discussion
Start the Meeting with Social Chat or a Lively Question
Avoid Multitasking
CAREER TIP
Use Video When Possible
Managing Difficult Conversations
Case Study
Embrace Difficult Conversations
Assume the Best in Others
Adopt a Learning Stance
Stay Calm and Overcome Noise
Find Common Ground
Disagree Diplomatically
Avoid Exaggeration and Either/Or Approaches
THE COMPETENT COMMUNICATOR
Initiate the Conversation, Share Stories, and Focus on Solutions
Chapter Wrap-Up
A Look Back
Key Terms
Chapter Review Questions
Skill-Building Exercises
Endnotes
CHAPTER 8: Career Communication
Goal Setting and Intentionality in Career Development
TECH TIP
Professional Networking
Conduct Informational Interviews
Attend Job Fairs and Other Career Networking Events
Attend Campus Speeches and Other Professional Development Events
Join Clubs and Other Professional Interest Groups
Volunteer at a Local Nonprofit
CAREER TIP
Preparing a Résumé and Cover Letter
Set Up the Message Structure for Résumés and Cover Letters
Pay Attention to Tone, Style, and Design
FOCUS ON ETHICS
THE COMPETENT COMMUNICATOR
Create Chronological and Functional Résumés
Preparing Résumés for Electronic Screening
Develop a Reference List
Construct a Cover Letter
PEOPLE FIRST
Developing Your Online Professional Persona
Provide a Professional Photo
Create a Personalized URL
Complete the Summary Space
Use Multimedia
Choose Sections Wisely
Manage Your Recommendations and Endorsements Strategically
Build a Network of Important Connections
Show Some Personality and Be Positive
Maintain a Giver Mentality
Stay Active on LinkedIn
Chapter Wrap-Up
A Look Back
Key Terms
Chapter Review Questions
Skill-Building Exercises
Endnotes
CHAPTER 9: Interviewing Successfully
Preparing for a Successful Interview
What Is an Interview?
Types of Interviews
Conducting a Job Search
CAREER TIP
Displaying Your Best Self during a Job Interview
TECH TIP
Pay Attention to Appearance and Etiquette
Distinguish between Types of Questions
Respond Effectively to Interview Questions
FOCUS ON ETHICS
PEOPLE FIRST
Succeed in Web Conference Interviews
Do Several Trial Runs
Make Sure Your Profile Creates the Right Impressions
Look Professional
Tidy Your Room or Office
Look Directly at the Camera
Smile and Express Yourself Nonverbally
Use Notes Strategically
Avoid Distractions
THE COMPETENT COMMUNICATOR
Following Up after the Job Interview
Sending a Thank-You Note
Contacting the Interviewer
Chapter Wrap-Up
A Look Back
Key Terms
Chapter Review Questions
Skill-Building Exercises
Endnotes
CHAPTER 10: Writing across Media
Creating Effective Emails
Use Email for the Right Purposes
Ensure Ease of Reading
Show Respect for Others’ Time
PEOPLE FIRST
Protect Privacy and Confidentiality
Respond Promptly
Maintain Professionalism and Appropriate Formality
TECH TIP
Manage Emotion and Maintain Civility
THE COMPETENT COMMUNICATOR
Working on Internal Digital Platforms
Follow Your Company’s Digital Communication and Social Media Guidelines
CAREER TIP
Organize Your Dashboard to Control Your Communication and Information Flow
Create a Complete and Professional Profile
Use Blogs and Status Updates for Team Communication
Use Shared Files to Collaborate
Solve Problems with Discussion Forums
Writing for External Audiences on Social Media
Writing Posts for Your Organization
Writing Posts for a Professional Blog
General Guidelines for Using Social Media in the Workplace
FOCUS ON ETHICS
Chapter Wrap-Up
A Look Back
Key Terms
Chapter Review Questions
Skill-Building Exercises
Endnotes
CHAPTER 11: Major Goals for Presentations
Know the Types of Professional Presentations
Speeches to Inform
Speeches to Persuade
Speeches to Introduce
Group Presentations
PEOPLE FIRST
Special Occasion Speeches
Choose an Appropriate Topic
Brainstorm to Identify Potential Topics
Identify Topics That Are Right for You
Identify Topics That Are Right for Your Audience
CAREER TIP
Identify Topics That Are Right for the Occasion
TECH TIP
Analyze Your Audience
Age
Sex and Sexual Orientation
Culture
Economic Status
FOCUS ON ETHICS
THE COMPETENT COMMUNICATOR
Physical and Mental Capabilities
Political Orientation
Consider the Speaking Context
Purpose
Size
Available Time
Distractions
Prior Knowledge of Your Topic
Chapter Wrap-Up
A Look Back
Key Terms
Chapter Review Questions
Skill-Building Exercises
Endnotes
CHAPTER 12: Planning and Crafting Presentations
Articulate Your Purpose and Thesis
Draft a Purpose Statement
CAREER TIP
Draft a Thesis Statement
FOCUS ON ETHICS
Organize the Body of Your Speech
Determine Your Main Points
Organize Your Main Points Strategically
Use Subpoints to Support Your Main Points
Creating a Compelling Introduction and Conclusion
Craft a Memorable Introduction
Create an Effective Conclusion
PEOPLE FIRST
TECH TIP
Using Transitions Effectively
Some Transitions Preview and Internally Summarize
Some Transitions Are Signposts
Some Transitions Are Nonverbal
THE COMPETENT COMMUNICATOR
Chapter Wrap-Up
A Look Back
Key Terms
Chapter Review Questions
Skill-Building Exercises
Endnotes
CHAPTER 13: Finding Support for Your Presentation Goals
Understand Where and Why You Need Support
Identify Places Where You Need Research Support
Determine the Type of Support You Require
Evaluate Supporting Material
THE COMPETENT COMMUNICATOR
Know Where to Find Information
Websites
Books
CAREER TIP
Periodicals and Nonprint Materials
Databases
Personal Observations
Surveys
Mastering Presentation Aids
Presentation Aids Can Enhance Your Speech
Low-Tech Presentation Aids
TECH TIP
Multimedia Presentation Aids
Choosing and Using Presentation Aids
Using Supporting Material Ethically
Cause No Harm
Don’t Commit Intellectual Theft
FOCUS ON ETHICS
PEOPLE FIRST
Chapter Wrap-Up
A Look Back
Key Terms
Chapter Review Questions
Skill-Building Exercises
Endnotes
CHAPTER 14: Rehearsing and Delivering Successful Presentations
Choose Your Delivery Format
Some Speeches Are Impromptu
Some Speeches Are Extemporaneous
Some Speeches Are Scripted
Some Speeches Are Memorized
Recorded Speeches
Rehearsing Effective Delivery
Visual Elements Affect Delivery
CAREER TIP
THE COMPETENT COMMUNICATOR
Vocal Elements Affect Delivery
Cultural Norms Affect Preferred Delivery Styles
Managing Public Speaking Anxiety
Public Speaking Anxiety Is a Common form of Stress
PEOPLE FIRST
Public Speaking Anxiety Can Be Debilitating
Making Public Speaking Anxiety an Advantage
TECH TIP
FOCUS ON ETHICS
Creating Presence and Projecting Confidence
Get Comfortable with Your Audience
Choose Words That Focus on People
Stay Flexible and Calm
Use the Room to Your Advantage
Engage Your Audience
Chapter Wrap-Up
A Look Back
Key Terms
Chapter Review Questions
Skill-Building Exercises
Endnotes
Glossary
Index