Managing Business & Professional Communication, 3rd edition
Title overview
- Puts theory into action with real-world cases and critical incidents, providing opportunities for application, problem solving, and insight into the everyday workplace.
- Coaches students on practical techniques and strategies for navigating the workplace and the Internet with "Skills at Work" and "The Web at Work" features in each chapter.
- Helps students understand their own strengths and weaknesses through numerous communication assessments.
- Prepares students for most entry-level and mid-management positions within sections on customer relations communication, sales and marketing presentations, and briefings/reports, even an elevator speech.
- Examines the importance of cultural diversity awareness in business, imparting a framework for understanding one's co-workers, increasing satisfaction and productivity in the workplace.
- Covers conflict in the workplace and conflict management opportunities, offering insight and skills to help students heighten performance and problem solving on the job.
- Updates coverage of resume writing and goes beyond the traditional, showing students how to create professional looking electronic and scannable resumes along with other written communication skills such as letters and reports.
- Addresses relational sales skills, identifying competencies such as setting up persuasive interviews and using a consultative relational approach, equipping students with the skills necessary to succeed in what may be their first sales, marketing, or customer service positions.
- 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.
- Features an updated review of customer service communication, giving students the most current information needed to succeed as a communication professional right from the start.
- Includes a new chapter on listening in the workplace, helping students excel at this crucial skill.
- Provides concepts and skills for written business communication, and the use of technology and social media
Table of contents
Preface
UNIT I Foundations of Business and Professional Communication
CHAPTER 1 Introducing Business and Professional Communication 1
Communication Gaps in the Workplace
What General Communication Competencies Are Needed in Organizations?
Communication Competencies Expected in Organizations
Definition and Model of Business and Professional Communication
Assumptions About Communication: A Word on Axioms
Business and Professional Communication in Four Contexts
In Perspective
Discussion Questions
Exercises
References
CHAPTER 2 Managing Leadership Communication in Organizational Cultures
Organizational Culture as a Context for Communication
Features of Organizational Culture
Leadership in Organizational Cultures: Structures and Styles
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
Social Equity Theory
Managing Interpersonal Communication Skills
Managing Social Networking as Interpersonal Communication
In Perspective
Discussion Questions
Exercises
References
CHAPTER 4 Managing Listening Communication in the Workplace
The Significant of Listening in Organizations
Concepts That Explain Listening Deficits
Avoid Communication Omission
How to Improve Listening Skills
Active Listening
In Perspective
Discussion Questions
Exercises
References
CHAPTER 5 Managing Nonverbal Communication in the Workplace
Defining Nonverbal Communication
Importance of Nonverbal Communication in the Workplace
Functions and Rules of Nonverbal Communication
Elements of Nonverbal Communication
Using Nonverbal Communication in the Workplace
In Perspective
Discussion Questions
Exercises
References
CHAPTER 6 Managing Communication Conflict in the Workplace
Conflict in the Workplace
Communication Skills in Managing Conflict
Communication Skills in Managing Negotiation
In Perspective
Discussion Questions
Exercises
References
CHAPTER 7 Managing Intercultural Communication in the Workplace
Definition and Model of Intercultural Communication
Understanding Cultural Diversity
Importance of Managing Cultural Diversity
Intercultural Communication Strategies for Promoting Unity
In Perspective
Discussion Questions
Exercises
References
Unit III Small Groups and Teams in Business and Professional Communication
CHAPTER 8 Managing Group Communication and Workplace Teams
Defining Small-Group Communication
Group Outcomes
Communication Networks in Small Groups
Leadership in Teams and Small Groups
Conducting Results-Oriented Group Communication
Strategies for Conducting Large Group Meetings
Strategies for Team Building in the Workplace
Definition and Model of Teams
How to Facilitate High Functioning Workplace Teams
What Makes a Successful Team?
Outcomes of Successful Teams
In Perspective
Discussion Questions
Exercises
References
CHAPTER 9 Managing Interviews in the Workplace
Importance of Interviewing
Types of Interviews
Structuring Effective Interviews
Interview Questions
In Perspective
Discussion Questions
Exercises
References
UNIT IV Public Presentations in Business and Professional Communication
CHAPTER 10 Managing Public Presentations in the Workplace
Importance of Making Public Presentations
Building Credibility
Building Confidence
Consulting for Audience Analysis
In Perspective
Discussion Questions
Exercises
References
CHAPTER 11 Managing Presentational Skills in the Workplace
Elements of Language Style
Elements of Delivery
Methods of Delivery
Presentation Technology and Communication
Ethics and Presentations
In Perspective
Discussion Questions
Exercises
References
CHAPTER 12 Managing Informative Presentations in the Workplace
Developing Informative Presentations
Principles for Topic Selection
In Perspective
Discussion Questions
Exercises
References
CHAPTER 13 Managing Persuasive Presentations in the Workplace
Persuasion Changes or Reinforces Attitudes, Values, Beliefs, and Behaviors
Beginning Theories Underlying Persuasion
Developing Persuasive Presentations
In Perspective
Discussion Questions
Exercises
References
CHAPTER 14 Managing Customers and Client Communication and Sales
Definition and Model of Customer Service
Communicating to Enhance Customer Service
Changing the Organizational Culture to Enhance Customer Service
Managing Sales Presentations in the Workplace
Principles of Sales Communication
Strategies for Effective Sales Communication
In Perspective
Discussion Questions
Exercises
References
What Can You Do with a Communication Major ?
Appendix A: Communication Style in the Workplace
Appendix B: Changes in Organizational Cultures
Appendix C: Communication Networks in the Workplace
Appendix D: Written Communication in the Workplace: Reports, Proposals, Resumes, Letters, and Email Etiquette
Appendix E: Speech Evaluation Forms
Glossary
Index
Photo Credits