Business And Professional Communication: Plans, Processes, And Performance,9780205453559

Business And Professional Communication: Plans, Processes, And Performance

by ;
Edition: 3rd
ISBN13: 9780205453559
ISBN10: 0205453554
Format: Paperback
Pub. Date: 2006-01-01
Publisher(s): Allyn & Bacon
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List Price: $95.80

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Summary

Centered on the notion that business communication aims to influence the interpretation of issues and events, this presentation-oriented text provides practical tips and applications while discussing relevant theory. Grounded in real business examples and basic skills,Business and Professional Communicationplaces a strong emphasis on presentations in business settings to better prepare readers for the realities of daily career life. Its complete approach and unique topic coverage provides clear guidance for all communication practices in businesses and organizations.

Table of Contents

Preface xi
The Role of Communication in Business and the Professions
1(18)
What is Communication?
5(7)
Meaning
5(3)
The Flow of Messages
8(4)
Goals of Communication
12(1)
Shared Meaning Is the Objective of Most Business and Professional Communication
12(1)
Ambiguity Is the Objective of Some Business and Professional Communication
13(1)
Effective Communication is Audience-Centered
13(1)
Effective Communication is Strategic
14(2)
Summary
16(3)
DYADIC AND GROUP COMMUNICATION
The Employment Interview
19(37)
The Pre-Interview Stage
20(17)
Research
20(2)
The Resume
22(14)
The Cover Letter
36(1)
The Interview Stage
37(13)
Presenting Yourself in an Employment Interview: Nonverbal Dimensions
40(1)
Presenting Yourself in an Employment Interview: Verbal Dimensions
41(6)
Presenting Yourself in an Employment Interview: New Challenges
47(3)
The Post-Interview Stage
50(3)
Getting the Job Offer
52(1)
Salary Negotiation
52(1)
Dealing with Rejection
53(1)
Summary
53(3)
Listening and Feedback in Organizational Relationships
56(15)
Recall Listening
58(4)
Motivate Yourself to Listen
58(1)
Focus on Content Rather Than Delivery
58(1)
Defer Judgment
59(1)
Take Advantage of Thought Speed
59(2)
Listen for Meaning
61(1)
Take Notes
61(1)
Empathic Listening
62(6)
Develop an Attitude of Acceptance
62(2)
Provide Feedback
64(4)
Summary
68(3)
Interpersonal Politics: Power and Sexual Harassment in Organizations
71(22)
Interpersonal Power and Politics
72(9)
The Nature of Organizational Power
72(2)
The Nature of Organizational Politics
74(4)
Creating a Power Base for Political Action: A Focus on Interpersonal Networking
78(3)
Building Interpersonal Networks: The Experience of Women and Minorities
81(3)
Barriers to the Informal Network
81(1)
Overcoming Informal Network Barriers
82(2)
Sexual Harassment: A Gross Imbalance of Power
84(6)
Formal Strategies for Managing Sexual Harassment
87(1)
Informal Strategies for Managing Sexual Harassment
87(3)
Summary
90(3)
Communicating in Organizational Groups and Teams
93(29)
The Leadership Role
94(6)
Leaders Organize the Team's Work
96(2)
Leaders Define the Team's Focus
98(2)
Membership Competencies in Groups and Teams
100(3)
Decision Making in Group and Team Meetings
103(11)
Preparing and Conducting Meetings
104(2)
Decision-Making Agendas
106(2)
Discussion Techniques for Enhancing Creativity
108(6)
Conflict in Groups and Teams
114(4)
Too Little Conflict
114(1)
Too Much Conflict
115(3)
Summary
118(4)
CREATING A PROFESSIONAL PRESENTATION
Considering Audience Feedback
122(20)
Analyze the Situation
123(4)
Occasion
124(1)
Size
125(1)
Organizational Culture
125(1)
Physical Environment
126(1)
Time
126(1)
Analyze Listener Characteristics
127(10)
Demographics
127(1)
Captivity
128(1)
Predisposition Toward the Speaker
129(1)
Predisposition Toward the Topic
129(8)
Techniques for Analyzing the Audience
137(2)
Summary
139(3)
Preparing and Delivering Presentations
142(33)
Decide on the General Purpose
143(1)
Select A Topic
143(1)
Develop the Specific Purpose Statement
144(2)
Develop the Main Idea Statement
146(1)
Gather Supporting Material
146(2)
Examples
147(1)
Statistics
147(1)
Testimony
148(1)
Research the Topic
148(5)
Using the Library
149(1)
Using the Internet
149(3)
Conducting Interviews
152(1)
Apply the Information Learned From the Audience Analysis
153(3)
Structure the Main Ideas in the Body of the Speech
156(3)
Chronological Structure
156(1)
Spatial Structure
157(1)
Cause-Effect and Effect-Cause Structures
158(1)
Problem Solution Structure
158(1)
Topical Structure
158(1)
Outline the Speech
159(6)
The Preparation Outline
159(6)
The Delivery Outline
165(1)
Develop the Introduction and Conclusion
165(6)
The Introduction
165(5)
The Conclusion
170(1)
Rehearsal and Delivery Considerations
171(2)
Summary
173(2)
Creating and Using Visual Aids
175(25)
Types of Visual Aids
176(14)
Objects
177(1)
Models
177(1)
Chalkboard/Whiteboard/Flip Chart
177(1)
Handouts
178(1)
Photographs and Slides
178(1)
Charts and Graphs
179(5)
Text Visuals
184(1)
Constructed Visuals
185(5)
Videotape
190(1)
Presenting Visual Aids to the Audience
190(3)
Computer-Generated Graphics
193(3)
Integrating Computer-Generated Graphics into the Presentation
194(1)
Formatting Computer-Generated Slides
195(1)
Summary
196(4)
TYPES OF BUSINESS AND PROFESSIONAL PRESENTATIONS
Technical Presentations
200(24)
Understanding the Audience for Technical Information
203(1)
General Guidelines for Communicating Technical Information
204(3)
Make Appropriate Word Choices
204(1)
Make Frequent Use of Examples and Analogies
205(1)
Translate Measurement Scales into Useful Analogies
206(1)
Create Relevant Visual Aids
207(1)
Overcoming Obstacles to Shared Meaning
207(9)
Difficult Concepts
207(3)
Difficult Structures or Processes
210(6)
Structuring the Technical Presentation
216(5)
Summary
221(3)
Proposal Presentations
224(29)
Audience Analysis for Persuasive Proposals
225(1)
Proposal Structures
226(6)
The Problem Solution Structure
226(1)
Monroe's Motivated Sequence
227(2)
The N-A-R Structure
229(1)
The Balance Structure
230(2)
Developing Persuasive Arguments
232(11)
Deductive Arguments
232(7)
Inductive Arguments
239(3)
Refutation Tactics
242(1)
Outlining Your Points to Show Logical Relationships
243(1)
Developing Effective Credibility Appeals
244(1)
Developing Effective Emotional Appeals
244(6)
Summary
250(3)
Sales Presentations
253(16)
The Significance of Sales Presentations in Business and the Professions
254(3)
Audience Analysis for Sales Presentations
257(3)
Asking Questions
258(1)
Listening for Metaphors
259(1)
Visual Aids for Sales Presentations
260(1)
Content Considerations for Sales Presentations
261(2)
Delivering the Sales Presentation
263(2)
Structuring the Sales Presentation
265(1)
Summary
266(3)
Risk Communication
269(24)
The Significance of Risk Communication in Business and Government
270(2)
The Scientific Process of Risk Analysis
272(2)
The Goals of Risk Analysis
272(1)
Risk Analysis as an Inexact Science
273(1)
Audience Perceptions of Risk
274(3)
Credibility and the Process of Risk Communication
277(5)
Individual Credibility
278(2)
Process Credibility
280(1)
Institutional Credibility
281(1)
Creating Risk Messages
282(6)
Informative Risk Communication
283(3)
Persuasive Risk Communication
286(2)
Formatting Risk Communication Messages
288(2)
Summary
290(3)
Crisis Communication
293(40)
The Significance of Crisis Communication in Business and the Professions
295(9)
The Components of Crisis Communication
304(1)
Forming a Crisis Management Team and Precrisis Planning
305(2)
Communication Responses to Organizational Crisis
307(10)
Denial
307(4)
Evading Responsibility
311(1)
Reducing Offensiveness
312(2)
Corrective Action
314(1)
Mortification
315(1)
Responding to Questions
316(1)
Effectively Employing Crisis Communication Strategies
317(5)
Use Multiple Strategies in Concert with One Another
317(1)
Support All Strategies with Strong Reasoning and Evidence
318(1)
Exercise Visible Leadership from the Highest Executives
318(1)
Identify the Target Audience and Select Strategies Accordingly
319(3)
Recognize the Limits of Persuasive Communication
322(1)
Structuring Organizational Crisis Communication
322(1)
Summary
323(10)
Index 333

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