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Tables of Contents for Communicating Effectively
Chapter/Section Title
Page #
Page Count
PREFACE
XIX
PART I BASIC PRINCIPLES OF COMMUNICATION
1
148
CHAPTER 1 The Communication Process
3
26
EVERYONE NEEDS COMMUNICATION SKILLS
4
2
COMMUNICATION IS A PROCESS
6
6
A Definition of Communication
6
1
The Elements of Communication
7
5
COMMUNICATION IS A TRANSACTION
12
3
The Three Principles of Transactional Communication
12
3
TYPES OF COMMUNICATION
15
6
Intrapersonal Communication
17
1
Interpersonal Communication
18
1
Small-Group Communication
18
1
Public Communication
18
1
Intercultural Communication
19
2
ETHICAL COMMUNICATION
21
1
COMMUNICATING EFFECTIVELY
22
2
Where to Begin
23
1
SUMMARY
24
1
QUESTIONS TO REVIEW
25
1
INTERNET EXERCISES
25
1
NOTES
26
1
FURTHER READING
26
3
CHAPTER 2 Self and Communication
29
28
SELF-CONCEPT
31
6
Reflected Appraisals
31
3
Social Comparisons
34
1
Self-Perception
34
2
Gender and Self-Concept
36
1
Psychological Safety and Risk
36
1
IMPROVING YOUR SELF-CONCEPT
37
2
What Do You Want to Change about Yourself?
37
1
Are Your Circumstances Keeping You from Changing?
37
1
Are You Willing to Take Some Chances?
38
1
What Would Be a Realistic Goal?
39
1
Can You Discipline Yourself?
39
1
Are There People Who Will Support You?
39
1
PERCEPTION
39
5
The Perceptual Process
41
1
Our Perceptions within Our Culture
42
2
RACE, ETHNICITY, AND COMMUNICATION
44
9
Majority Awareness of Racism and Ethnocentrism
46
5
Minority Awareness of Racism and Ethnocentrism
51
2
SUMMARY
53
1
QUESTIONS TO REVIEW
53
1
INTERNET EXERCISES
54
1
NOTES
54
1
FURTHER READING
55
2
CHAPTER 3 Listening
57
30
LISTENING STYLES
58
1
WHY DO WE HAVE PROBLEMS LISTENING?
59
3
Cognitive Dissonance
59
1
Anxiety
60
1
The Controlling Listener
61
1
The Passive Listener
61
1
LEARNING TO LISTEN
62
1
THE PROCESS OF LISTENING
63
3
Prediction and Assessment
63
1
Receiving Messages
63
1
Attending
64
1
Assigning Meaning
65
1
Remembering
65
1
ACTIVE LISTENING
66
2
LISTENING FOR INFORMATION
68
3
Identifying the Central Idea
69
1
Identifying Supporting Material
69
1
Forming a Mental Outline
70
1
Predicting What Will Come Next
70
1
Relating Points to Your Experiences
70
1
Looking for Similarities and Differences
71
1
Questioning
71
1
CRITICAL LISTENING
71
3
Determining the Speaker's Motives
72
1
Challenging and Questioning Ideas
72
1
Distinguishing Fact from Opinion
73
1
Recognizing Our Own Biases
73
1
Assessing the Message
73
1
EMPATHIC LISTENING
74
6
Listening for Feelings
74
1
Negative Listening Responses
75
2
The Empathic Listening Response
77
3
LISTENING FOR ENJOYMENT
80
1
SUMMARY
81
1
QUESTIONS TO REVIEW
82
1
INTERNET EXERCISES
83
1
NOTES
83
1
FURTHER READING
84
3
CHAPTER 4 Verbal Communication
87
30
HOW WORDS WORK
89
4
PEOPLE DETERMINE MEANINGS
93
1
THE LANGUAGE ENVIRONMENT
93
5
People, Purposes, and Rules
94
1
Appropriate Language
95
1
Specialization
96
2
STYLE, ROLES, AND GROUP MEMBERSHIPS
98
7
Gender and Language
99
2
Dialect
101
2
Speaking and Writing
103
2
WORKING ON YOUR COMMUNICATION
105
7
What Do You Want to Say?
105
5
To Whom Are You Talking?
110
1
What Metamessage Are Your Sending?
110
2
SUMMARY
112
1
QUESTIONS TO REVIEW
113
1
INTERNET EXERCISES
113
1
NOTES
113
1
FURTHER READING
114
3
CHAPTER 5 Nonverbal Communication
117
32
THE IMPORTANCE OF NONVERBAL COMMUNICATION
118
3
Nonverbal Communication as a Transaction
118
1
Verbal and Nonverbal Differences
119
11
How Nonverbal Communication Works
130
CHARACTERISTICS OF NONVERBAL COMMUNICATION
121
4
Nonverbal Communication Is Culturally Determined
122
1
Nonverbal Messages May Conflict with Verbal Messages
123
1
Nonverbal Messages Are Largely Unconscious
123
2
Nonverbal Communication Shows Our Feelings and Attitudes
125
1
TYPES OF NONVERBAL COMMUNICATION
125
17
Paralanguage
125
2
Body Movement
127
2
Eye Messages
129
1
Attractiveness
130
1
Clothing
130
4
Space and Distance
134
3
Distance Zones
137
1
Space/Distance as an Indicator of Intimacy
138
1
Space/Distance as an Indicator of Status
139
1
Touch
140
1
Time
141
1
IMPROVING YOUR NONVERBAL COMMUNICATION
142
3
How Do People React to You?
143
1
What Can Videotape Show You about Your Nonverbal Communication?
143
1
Is Your Nonverbal Communication Appropriate to the Role You Are Playing?
143
1
How Do You Use Your Space?
143
1
How Do You Use Time?
144
1
SUMMARY
145
1
QUESTIONS TO REVIEW
145
1
INTERNET EXERCISES
146
1
NOTES
146
1
FURTHER READING
147
2
PART II INTERPERSONAL COMMUNICATION
149
74
CHAPTER 6 Interpersonal Relationships
151
38
EMOTIONAL INTELLIGENCE
152
3
Self-Awareness
152
1
Managing Emotions
153
1
Motivating Yourself
153
1
Recognizing Emotions in Others
154
1
Handling Relationships
154
1
ATTRACTION TO OTHERS
155
4
Physical Attraction
155
1
Perceived Gain
155
1
Similarities
155
3
Differences
158
1
Proximity
158
1
MOTIVES FOR INTERPERSONAL COMMUNICATION
159
2
Pleasure
159
1
Affection
159
1
Inclusion
159
1
Escape
160
1
Relaxation
160
1
Control
160
1
TALKING TO EACH OTHER
161
5
Roles, Relationships, and Communication
161
1
Beginning Conversations: The Art of Small Talk
162
1
Aggressive Talk: Words We Shouldn't Say
163
1
Regrettable Talk: Words We Wish We Hadn't Said
164
2
SELF-DISCLOSURE: IMPORTANT TALK
166
4
The Importance of Self-Disclosure
166
1
The Process of Self-Disclosure
167
3
Self-Disclosure and Intimacy: Rewards and Fears
170
1
When Should Self-Disclosure Occur?
171
1
FAMILY COMMUNICATION
172
10
The Systems Theory of Family
173
2
Intimacy in Couples and Families
175
1
The Communication of Intimacy
176
1
Communication between Parents and Children
177
2
Stepfamilies
179
1
Quality Communication in a Family
179
2
Subjects Better Left Unsaid in Families
181
1
SUMMARY
182
1
QUESTIONS TO REVIEW
183
1
INTERNET EXERCISES
184
1
NOTES
184
2
FURTHER READING
186
3
CHAPTER 7 Evaluating and Improving Relationships
189
34
THE STAGES OF A RELATIONSHIP
190
6
Coming Together
190
3
Coming Apart
193
3
ESSENTIAL ELEMENTS OF GOOD RELATIONSHIPS
196
3
Commitment
197
2
Dialogue
199
1
EVALUATING YOUR RELATIONSHIPS
199
4
Roles and Expectations
199
1
Renegotiating Roles
200
2
Costs and Rewards
202
1
COMMUNICATION PROBLEMS IN RELATIONSHIPS
203
8
Criticism and Complaints
203
2
Avoidance
205
1
Aggression
205
1
Defensive Communication
206
3
Avoiding Defensive Communication: A Practical Example
209
2
COMMUNICATION SOLUTIONS IN RELATIONSHIPS
211
2
Empathic Listening
211
1
I/You Messages
212
1
Assertiveness
212
1
RESOLVING CONFLICT
213
3
RELATIONSHIPS THAT WORK
216
1
SUMMARY
217
1
QUESTIONS TO REVIEW
218
1
INTERNET EXERCISES
219
1
NOTES
219
1
FURTHER READING
220
3
PART III COMMUNICATING IN GROUPS
223
56
CHAPTER 8 Small Groups: Characteristics
225
26
WHY DISCUSS?
227
2
CHARACTERISTICS OF SMALL GROUPS
229
5
Cultural Values
229
1
Group Norms
230
1
Group Rules
230
4
SMALL-GROUP EFFECTIVENESS
234
5
Workable Size
234
1
An Appropriate Meeting Place
235
1
Suitable Seating Arrangements
235
1
Cohesiveness and Commitment
235
1
Groupthink
236
3
DISCUSSION IN GROUPS
239
7
Choosing a Topic
239
2
Identifying the Problem
241
1
Analyzing the Problem
241
4
Finding and Evaluating Solutions
245
1
Choosing a Solution
245
1
SUMMARY
246
1
QUESTIONS TO REVIEW
247
1
INTERNET EXERCISES
247
1
NOTES
247
1
FURTHER READING
248
3
CHAPTER 9 Group Leadership, Participation, and Conflict Management
251
28
WHAT IS A LEADER?
254
4
How Leaders Influence Followers
255
1
How People Become Leaders
256
2
LEADERSHIP STYLES
258
3
The Authoritarian Leader
258
1
The Democratic Leader
259
1
The Laissez-Faire Leader
260
1
LEADING THE GROUP
261
5
Neutrality and Objectivity
261
1
Establishing Procedures
262
1
Helping the Group to Progress
263
1
Raising Questions
264
1
Focusing on Answers
264
1
Delegating Responsibility
265
1
Encouraging Social Interaction
265
1
PARTICIPATING IN GROUP DISCUSSION
266
3
Roles in Discussion
266
3
CONFLICT IN GROUPS
269
3
The Value of Substantive Conflict
271
1
MANAGING GROUP CONFLICT
272
2
Avoidance
272
1
Accommodation
272
1
Competition
273
1
Collaboration
273
1
Compromise
274
1
EVALUATING GROUP PERFORMANCE
274
1
SUMMARY
275
1
QUESTIONS TO RENEW
275
1
INTERNET EXERCISES
276
1
NOTES
276
1
FURTHER READING
277
2
PART IV COMMUNICATING IN PUBLIC
279
218
CHAPTER 10 Getting Started
281
32
SELECTING A TOPIC
284
5
Making a Personal Inventory
284
2
Brainstorming
286
3
NARROWING THE TOPIC
289
2
TESTING THE TOPIC
291
2
Appropriate for the Audience?
291
1
Appropriate for You?
291
1
Appropriate for the Occasion?
292
1
SELECTING A PURPOSE
293
5
The General Purpose
293
1
The Specific Purpose
294
2
The Central Idea
296
2
ANALYZING THE AUDIENCE
298
9
The Role of the Speaker
299
1
Audience Knowledge
299
1
Audience Interest
300
1
Audience Attitudes and Beliefs
301
2
Audience Demographics
303
4
ANALYZING THE OCCASION
307
2
Length of the Speech
307
1
Time of Day
308
1
Physical Setting of the Speech
309
1
SUMMARY
309
1
QUESTIONS TO REVIEW
310
1
INTERNET EXERCISES
310
1
NOTES
310
1
FURTHER READING
311
2
CHAPTER 11 Finding Speech Material
313
30
RESEARCHING YOUR TOPIC: WHERE TO LOOK
315
15
Personal Experience and Observation
315
1
Computer Databases
316
2
Interviewing
318
1
Using the Library
318
12
SUPPORTING MATERIAL: WHAT TO LOOK FOR
330
7
Comparison
330
1
Contrast
331
1
Definition
332
1
Examples
333
1
Statistics
334
2
Polls
336
1
Studies
336
1
ADAPTING SUPPORTING MATERIAL TO YOUR AUDIENCE
337
1
SUMMARY
338
1
QUESTIONS TO REVIEW
339
1
INTERNET EXERCISES
339
1
NOTES
340
1
FURTHER READING
340
3
CHAPTER 12 Organizing and Outlining the Speech
343
36
PRINCIPLES OF ORGANIZATION
346
1
Relate Points to Your Specific Purpose and Central Idea
346
1
Distinguish between Main and Minor Points
346
1
Phrase All Points in Full Sentences
347
1
Give All Points a Parallel Structure
347
1
PATTERNS OF ORGANIZATION
347
9
Time Order
349
1
Spatial Order
350
1
Cause-and-Effect Order
351
1
Problem-Solution Order
351
2
Motivated Sequence
353
1
Topical Order
354
2
THE SPEECH INTRODUCTION
356
8
Stating Your Purpose, Central Idea, and Main Points
357
1
Getting Attention
357
5
Additional Tips for Introductions
362
2
THE SPEECH CONCLUSION
364
2
Summarize Your Main Ideas
364
1
Use a Quotation
365
1
Inspire Your Audience to Action
365
1
Additional Tips for Conclusions
365
1
SPEECH TRANSITIONS
366
1
Tips for Transitions
367
1
PREPARING AN OUTLINE
367
2
The Outline Format
367
1
Full-Sentence and Key-Word Outlines
368
1
THE BIBLIOGRAPHY
369
5
SUMMARY
374
1
QUESTIONS TO REVIEW
375
1
INTERNET EXERCISES
376
1
NOTES
376
1
FURTHER READING
376
3
CHAPTER 13 Delivering the Speech
379
40
CHARACTERISTICS OF GOOD DELIVERY
382
4
Attentiveness
382
1
Immediacy
383
1
Directness
384
1
Conversational Quality
384
2
TYPES OF DELIVERY
386
3
Impromptu Speaking
386
1
Speaking from a Manuscript
387
1
Speaking from Memory
388
1
Extemporaneous Speaking
388
1
HOW YOU LOOK
389
3
Appearance
389
1
Body Language
390
1
Eye Contact
390
1
Facial Expressions
391
1
Gestures
391
1
Posture
391
1
HOW YOU SOUND
392
4
Volume
392
1
Using a Microphone
393
1
Pace
393
1
Pitch and Inflection
394
1
Enunciation
394
2
USING VISUAL AIDS
396
11
Types of Visual Aids
397
6
Computer-generated Graphics and Multimedia
403
1
Rules for Using Visual Aids
404
3
CONTROLLING NERVOUSNESS
407
1
PRACTICING YOUR SPEECH
408
3
Preparing Your Speech
409
1
Trying Out Your Speech
409
1
Practicing Actual Delivery
409
2
SUMMARY
411
3
QUESTIONS TO REVIEW
414
1
INTERNET EXERCISES
414
1
NOTES
415
1
FURTHER READING
415
4
CHAPTER 14 The Informative Speech
419
36
GOALS OF AN INFORMATIVE SPEAKER
421
3
Getting Attention
421
1
Increasing Understanding
422
2
STRATEGIES FOR INFORMATIVE SPEECHES
424
18
Defining
425
8
Explaining
433
1
Using Numbers
434
1
Connecting the Known with the Unknown
435
1
Repeating and Reinforcing Ideas
435
1
Arousing Interest in Your Topic
436
5
Getting Listeners Involved
441
1
SUMMARY
442
7
POSSIBLE TOPICS FOR INFORMATIVE SPEECHES
449
1
QUESTIONS TO REVIEW
450
1
INTERNET EXERCISES
450
1
NOTES
450
1
FURTHER READING
451
2
COMPLETED OUTLINE
453
2
CHAPTER 15 The Persuasive Speech
455
42
PERSUASION AND THE COMMUNICATION MODEL
456
1
WHAT IS PERSUASION, AND WHAT IS ITS PURPOSE?
457
2
VALUES, BELIEFS, AND ATTITUDES
459
3
Values
459
1
Beliefs
460
1
Attitudes
461
1
WHY PERSUASION IS DIFFICULT
462
3
STRATEGIES OF PERSUASION
465
12
Determine Your Purpose
465
2
Analyze Your Audience
467
1
Appeal to Your Audience Using Logic
468
3
Appeal to Your Audience Using Emotion
471
4
Choose Your Language Carefully
475
2
STRUCTURE YOUR MATERIAL EFFECTIVELY
477
5
Questions of Fact, Value, and Policy
471
8
One-sided versus Two-sided Arguments
479
1
Order of Presentation
479
3
BUILD YOUR CREDIBILITY
482
4
Expertise
482
2
Dynamism
484
1
Trustworthiness
484
1
Ethics
485
1
SUMMARY
486
7
QUESTIONS TO REVIEW
493
1
INTERNET EXERCISES
493
1
NOTES
494
1
FURTHER READING
495
2
APPENDIX
497
32
GLOSSARY
529
9
ACKNOWLEDGMENTS
538
5
INDEX
543