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Tables of Contents for Communication Skills for Business and Professions
Chapter/Section Title
Page #
Page Count
PART ONE Communication and Professionalism
1
52
Consistency amid Change: The Future Is Today
2
22
Performance Challenge
4
1
The Way It Is... Back from the Future
4
1
Social and Economic Shifts for the New Future
4
1
Your Personal Shifts for the Future
5
2
New Media for the Future
7
3
All Communication Is Ultimately One to One
9
1
Media Breakthroughs Allow More One-to-One Communication
9
1
Organizational Changes for the Future
10
1
One Myth: The Boss Always Has the Right Answers
10
1
Another Myth: Function Must Override Beauty and Harmony
11
1
Why Such Changes Impact Business Communication
11
1
Communication Needs in Tomorrow's Organization
11
2
Some Things Remain the Same
13
1
Object and Challenges of Any Communication
13
4
Different Perceptual Preferences
14
1
Unrealistic Expectations about Communication
15
1
Healthy Expectations
15
2
Take the Challenge
17
1
Understanding the Basics
18
2
Summary of Key Ideas
18
1
Key Terms and Concepts
18
1
Questions for Further Thought
18
2
Another Look
20
2
Applying Your Knowledge
21
1
Applying Your Skills
21
1
Performing on the Job
22
2
Salary Increase Freeze
22
1
Unanswered Telephones
22
2
The Need for Communication Skills: Career Builder or Career Breaker
24
29
Performance Challenge
26
1
The Way It Is... The Best of Companies
26
1
Career Success and Your Ability to Communicate
27
6
Personal Costs of Poor Communication
29
4
Organizations Must Communicate to Survive
33
3
Organizations Communicate in Four Directions
33
2
Organizational Costs of Poor Communication
35
1
Management, Professionalism, and Communication Skills
36
1
The Functions of Management
36
1
The Common Thread in Management Functions
37
1
The Nature of Organizations
37
2
A Universal Characteristic of All Organizations
38
1
Three Organizational Failures
38
1
Successful Organizations Are Continually Learning
39
3
Stages of Learning
39
3
The Critical Need for Feedback
42
1
People and Organizations that Communicate Well
42
3
Determining Communication Success
43
1
Getting Out of Your Comfort Zone
43
1
Why Communication Is an Art
44
1
Understanding the Basics
45
2
Summary of Key Ideas
45
1
Key Terms and Concepts
46
1
Questions for Further Thought
46
1
Another Look
47
3
Applying Your Knowledge
48
1
Applying Your Skills
48
2
Performing on the Job
50
3
The ``Give-Me-Feedback'' CEO
50
1
A Distracted Employee
50
3
PART TWO Communication: Consistency amid Change
53
130
Human and Organizational Needs: Communication, Motivation, and Success
54
26
Performance Challenge
56
1
The Way It Is... Give the Teller a Smile
56
1
Communication and Human Needs
57
6
Basic Needs Everyone Has
57
2
Other Needs that Affect Human Behavior
59
3
The Growing Trend toward Self-Actualization
62
1
Communication and the Ultimate Organizational Need
63
2
Linking Communication, Customer Satisfaction, and Quality
63
1
The Widespread Concern about Customer Satisfaction
64
1
The Price of Failing in Customer Satisfaction
64
1
Communication and the Need for Customer Satisfaction
65
4
Continuous Service Improvement and Communication Skills
69
5
Understanding the Basics
74
2
Summary of Key Ideas
74
1
Key Terms and Concepts
74
1
Questions for Further Thought
75
1
Another Look
76
2
Applying Your Knowledge
77
1
Applying Your Skills
77
1
Performing on the Job
78
2
What's a Manager to Do?
78
1
TEAM: New Employee Orientation
78
2
Appropriate Language Use: The Way We Word
80
30
Performance Challenge
82
1
The Way It Is... The Way We Word
82
1
Why Communication Styles Are Unique
82
1
We Function in Two Worlds
82
1
Words Do Not Have A ``Right'' Meaning
83
1
Several Common Word Use Problems
84
2
Confusion of Facts with Opinions or Inferences
84
2
Oversimplified Categories
86
1
Words Can Lead to Self-Fulfilling Expectations
86
1
Words Have Emotional Connotations
87
2
Politically Correct Language
88
1
Words Sometimes Conceal Rather than Reveal
89
1
Nonverbal Communication Can Be Louder than Words
90
6
Environment and Space
91
1
Physical Appearance and Dress
92
2
Physical Behaviors
94
2
Expressions of Face and Eyes
96
1
Vocal Cues Accompanying Spoken Words
96
1
Functions of Nonverbal Communication
96
1
Nonverbal Communication in Written Media
97
3
Word Choice Affects Writing Style
97
3
The Need for Sensitivity
100
1
Understanding the Basics
101
2
Summary of Key Ideas
101
1
Key Terms and Concepts
101
1
Questions for Further Thought
102
1
Another Look
103
4
Applying Your Knowledge
105
1
Applying Your Skills
105
2
Performing on the Job
107
3
Sanitization of Speech
107
1
School Teacher Customer Service Representative
107
3
Proven Communication Principles: Four Pillars of Effectiveness
110
26
Performance Challenge
112
1
The Way It Is... Four Pillars of Communication Effectiveness
112
1
Ethical Communicators Are More Effective
112
4
Personal Ethical Standards
114
1
Eight Rules of Ethical Thinking
115
1
Audience Analysis Is Crucial to Communication Success
116
1
A Look Inside... How Will They React?
117
1
Four Approaches to Discovering Your Audience Members
117
5
What Do They Need or Want to Know?
117
1
What Do They Expect?
118
1
Nature of the Audience
119
1
Demographics
120
2
Awareness of Different Perceptions
122
2
Barriers Arise from Perceptual Errors
122
1
Barriers Arise from Different Fields of Experience
123
1
Barriers Arise from Noise
124
1
Barriers Arise from Lack of Feedback
124
1
Axioms of Communication Effectiveness
124
5
Message Senders with High Credibility Are More Effective at Getting Ideas Across
124
1
A Well-Organized Message Communicates Effectively
125
1
Repetition Helps People Remember a Message
125
1
Two-Way Communication Creates Understanding
126
1
Alterations and Distortions Can Occur as Messages ``Flow'' from Person to Person
127
1
Visual Support Helps People Grasp a Message
128
1
Openness and Assertiveness Make People Better Communicators
128
1
Understanding the Basics
129
1
Summary of Key Ideas
129
1
Key Terms and Concepts
129
1
Questions for Further Thought
129
1
Another Look
130
3
Applying Your Knowledge
131
1
Applying Your Skills
131
2
Performing on the Job
133
3
A President's Message
133
1
Vindictive Customer
133
3
Media and Technology: Quantum Leaps Daily
136
26
Performance Challenge
138
1
The Way It Is... Communication Media
138
1
What Does Media Mean?
139
2
Some Media Ground Rules
141
3
Rating the Medium, Not the Message
144
1
Five Ways to Pick the Best Media
145
6
Understand Efficiency versus Effectiveness
145
1
Understand the Characteristics and Costs of Various Management Communication Media
146
3
Be Aware of Relative Costs of Media
149
2
Consider Media Mixing: A Sound Alternative
151
1
Understand Media Expectations
151
1
Technology and Information Overload
151
1
Media and the Changing World of Business Communication
152
2
Understanding the Basics
154
2
Summary of Key Ideas
154
1
Key Terms and Concepts
155
1
Questions for Further Thought
155
1
Another Look
156
4
Applying Your Knowledge
157
1
Applying Your Skills
158
2
Performing on the Job
160
2
School Causes Stink with Body Odor Letter
160
1
Trucking Down the Information Highway
160
2
Communication with a Diverse Audience: Cross-Cultural Realities
162
21
Performance Challenge
164
1
The Way It Is... I See You
164
1
Communication to a More Diverse People
164
1
Male-Female Communication Differences
165
1
Business Success and Gender Chat
165
2
Gender Differences in Written Communication
167
1
Cross-Cultural Communication Challenges
168
6
Conversation, American Style
169
3
Communicating Internationally
172
2
Changes in Communication Expectations
174
3
People Expect Less Formality
175
2
People Expect More Visual Attractiveness, Variety, and Innovation
177
1
Understanding the Basics
177
1
Summary of Key Ideas
177
1
Key Terms and Concepts
177
1
Questions for Further Thought
177
1
Another Look
178
2
Applying Your Knowledge
178
1
Applying Your Skills
178
2
Performing on the Job
180
3
The Joy of Personnel Work
180
1
Foreign Aid
181
2
PART THREE Document Writing Skills: Effectiveness amid Change
183
210
Planning and Managing Writing: How to Write It Right
184
30
Performance Challenge
186
1
The Way It Is... The Hated Instruction Manual
186
1
Is This Document Really Necessary?
186
1
Does This Document Use an Appropriate Message Strategy?
187
1
Patterns of Organization: What's the Big Idea?
187
6
Big-Idea-First Approach
188
4
Big-Idea-a-Little-Later Approach
192
1
Content Setup: Preparing Your Reader to Get the Message
193
2
Content Setup or Preview
193
2
Accessing Techniques Tell Readers What's Most Important
195
3
Three Kinds of Accessing
195
2
Efficient Sentences
197
1
Efficient Paragraphs
198
1
Selection of Appropriate Writing Style
198
7
Vitality and Economy of Language
199
6
Two Tasks of Correspondence
205
1
Understanding the Basics
206
1
Summary of Key Ideas
206
1
Key Terms and Concepts
206
1
Questions for Further Thought
206
1
Another Look
207
3
Applying Your Knowledge
207
1
Applying Your Skills
207
3
Performing on the Job
210
4
Do You Really Want to Be Here?
210
1
You Are Invited
210
4
Projecting Professionalism: Writing with Class
214
24
Performance Challenge
216
1
The Way It Is... Blending Accuracy and Tone
216
1
All Errors Are Not Equal
216
2
Business Communication Is Human Communication
218
3
People Are Strongly Interested in Themselves
221
1
People Prefer Reader-Centered Messages
222
1
People Want to Be Treated as Individuals
223
1
Avoidance of the ``Blanket Tone''
224
1
Importance of Addressing Your Reader Directly
224
1
People Prefer Positive Information
224
1
People Don't Like Abrasiveness
225
1
People Don't Like to Be Lectured to or Preached at
226
1
People Can Spot False Sincerity
227
1
People May Be Offended by Sexist Language
228
2
Understanding the Basics
230
1
Summary of Key Ideas
230
1
Key Terms and Concepts
230
1
Questions for Further Thought
230
1
Another Look
231
3
Applying Your Knowledge
232
1
Applying Your Skills
232
2
Performing on the Job
234
4
I Must Put It in Writing
234
1
Heated Memo
235
3
Writing Routine, Informative, and Goodwill Messages: Simple, Quick, and Powerful
238
38
Performance Challenge
240
2
The Way It Is... The Gift of Appreciation
240
2
Routine Informative Message
242
10
Three General Guidelines for Routine Messages
252
2
Be Direct
252
1
Be Complete
252
1
Be Friendly
253
1
Goodwill Letters
254
5
Appreciation Messages
254
4
Congratulations or Recognition Messages
258
1
Sympathy or Condolences
258
1
General Pattern of Goodwill Messages
259
3
Ways Organizations Can Create Goodwill
262
2
Publicity
262
1
News Release
262
2
Promotion of Yourself with For-Your-Information Notes
264
1
Understanding the Basics
265
1
Summary of Key Ideas
265
1
Key Terms and Concepts
265
1
Questions for Further Thought
265
1
Another Look
266
6
Applying Your Knowledge
266
1
Applying Your Skills
266
6
Performing on the Job
272
4
Online News Release
272
1
Chevy Dealer's Customer Letter
272
4
Writing Disappointing or Unfavorable Messages: Clarity with Sensitivity
276
32
Performance Challenge
278
1
The Way It Is... A Customer Apology
278
1
A Strategic Decision: Should I Soften the Blow?
278
2
Bill: Bad-News Breaker
280
2
Way BILL Works
280
2
Cushioning the Blow
282
1
Smooth Transition
283
1
Examples of Seed Words
283
1
Please, Let Me Explain
284
1
Explanation of Decision Criteria
285
1
Pitfall of Hiding Behind Policy
285
1
Delivery of Refusal
285
2
Refusal Language
287
1
Offer of Lesser Alternative
287
2
Decision to Leave `em on a Good Note
289
1
Your Decision: Don't Overapologize
289
1
Consideration of Your Next Meeting with the Reader
289
1
Examples of the BILL Approach
289
2
Realization that Not Everyone Likes BILL
291
1
Apology Letters
291
3
Understanding the Basics
294
2
Summary of Key Ideas
294
1
Key Terms and Concepts
294
1
Questions for Further Thought
295
1
Another Look
296
9
Applying Your Knowledge
296
1
Applying Your Skills
296
9
Performing on the Job
305
3
Unfilled Bags
305
1
Canceled Symposium
306
2
Persuasive and Sales Messages: Getting Results
308
44
Performance Challenge
310
1
The Way It Is... Getting Readers to ``Just Do It''
310
1
Goal of Persuasive Messages
310
4
Psychology of Persuasion
314
1
Persuasive Requests: Use Bill
315
1
Ansa Approach to Persuasion
315
19
A Is for Attention
316
3
N Is for Need Development
319
2
S Is for Solution to the Problem
321
5
A Is for Action
326
8
Persuasive Messages: Complete Samples
334
1
Understanding the Basics
334
2
Summary of Key Ideas
334
1
Key Terms and Concepts
335
1
Questions for Further Thought
335
1
Another Look
336
11
Applying Your Knowledge
337
1
Applying Your Skills
337
10
Performing on the Job
347
5
Dairy Queen Dilemma
347
1
We Want You Back
348
4
Communicating about Employment: From Resume to Interview
352
41
Performance Challenge
354
1
The Way It Is... Hiring Employees Today
354
1
Understanding the Challenge
355
1
Your Resume Is Your Sales Literature
355
7
Standard Parts of the Resume
356
1
Optional or Creative Additions to Your Resume
356
1
What to Avoid in Resume Preparation
357
4
Elements to Include
361
1
Examples of Resume Parts
362
7
Education Examples
362
3
Experience Examples
365
3
Career Objectives Examples
368
1
Miscellaneous Examples
369
1
Sample Resumes
369
3
Cover Letter
372
1
What Goes into an Application Letter?
373
1
Sample Application Letters
373
2
Examples of Openings
373
1
Examples of Middles
373
1
Examples of Closings (Action Steps)
374
1
Examples of Complete Letter Text
374
1
Interviews to Get the Job
375
1
The Interview Is Two-Way Information Sharing
376
2
Complaints about Interview Preparation
376
1
Complaints about the Interview
376
2
Complaints about Interview Follow-up
378
1
How to Avoid Common Complaints about Interviewees
378
4
Understanding Yourself: A Look Inward
378
1
Do Your Homework: Research the Organization
379
1
Take Materials with You
379
1
Communicate Skillfully in the Interview
380
1
A Few Words about Salary
381
1
Questions for which You Should Be Prepared
382
1
Illegal or Inappropriate Questions
382
1
Your Options When Asked Illegal Questions
383
2
Understanding the Basics
385
3
Summary of Key Ideas
385
1
Key Terms and Concepts
386
1
Questions for Further Thought
387
1
Another Look
388
2
Applying Your Knowledge
388
1
Applying Your Skills
388
2
Performing on the Job
390
3
Bill's Resume Strategy
390
1
I Need This Job
390
3
PART FOUR Report Writing Skills for Effectiveness amid Change
393
60
Using Reports and Proposals: Organizing and Articulating Thoughts
394
28
Performance Challenge
396
1
The Way It Is... A Good Report Gives Readers What They Need to Know
396
1
Three Purposes for Business Reports
396
2
Four Key Questions for Planning the Business Report
398
1
Four General Ways to Find Information to Use in Reports
398
2
Report Formatting
400
5
Good Reports Are Realistic about Purpose, Time, and Cost
405
1
Budgeting Report Costs
406
1
Report Length and Degree of Formality
406
7
Proposals for Long Reports
406
1
Background
407
1
Statement of the Problem
407
2
Goal of the Project
409
1
Research Procedures
410
1
Cost of the Project
410
3
Understanding the Basics
413
1
Summary of Key Ideas
413
1
Key Terms and Concepts
413
1
Questions for Further Thought
413
1
Another Look
414
5
Applying Your Knowledge
414
1
Applying Your Skills
415
4
Performing on the Job
419
3
Request for Education Reimbursement
419
1
Proposal Skimming
419
3
Writing the Report: Getting It Down on Paper
422
31
Performance Challenge
424
1
The Way It Is... Getting Thoughts Down on Paper
424
1
Clearing of Deck for Takeoff
424
1
Informal (Short) Reports
425
5
Task Reports
425
1
Periodic Reports
426
1
Progress Reports
426
1
Meeting Minutes
426
1
Trip or Conference Reports
426
1
Main Points to Remember about Short Reports
426
4
Raw Writing to the Rescue
430
1
Process of Starting over Again: From Mess to Masterpiece
430
1
Organization and Writing of Individual Report
431
12
Overview of Your Project
431
1
Preliminary Information Gathering
431
2
Review of Materials and Creation of Preliminary Outline
433
2
Editing and Polishing of Report
435
8
Understanding the Basics
443
2
Summary of Key Ideas
443
1
Key Terms and Concepts
444
1
Questions for Further Thought
444
1
Another Look
445
4
Applying Your Knowledge
445
1
Applying Your Skills
446
3
Performing on the Job
449
4
Performance Reviews as a Type of Task Report
449
1
Much-Desired Position
450
3
PART FIVE Speaking and Listening Skills for Effectiveness amid Change
453
112
Active Listening: The Master Key
454
20
Performance Challenge
456
1
The Way It Is... The Nature and Challenge of Listening
456
1
Difference between Hearing and Listening
456
1
What Contributes to Listening?
457
4
Internal Elements Affecting Listening
458
1
Environmental Elements Affecting Listening
458
1
Interactional Elements Affecting Listening
459
1
Effects of Self-Protection on Listening
460
1
Two Major Forms of Listening: Support and Retention Listening
461
2
Support Listening
461
2
Retention Listening
463
1
Some Poor Listening Habits to Avoid
463
3
Faking Attention
465
1
Changing Channels
465
1
Listening for Only the Facts
465
1
Interrupting
465
1
Some Positive Steps to Better Listening
466
2
Solicit Clarification
466
1
Minimize the Number of Gatekeepers
466
1
Try Counterattitudinal Advocacy
466
2
Other Tips for Effective Listening
468
1
Motivation to Listen Better
468
1
Understanding the Basics
468
2
Summary of Key Ideas
468
1
Key Terms and Concepts
469
1
Questions for Further Thought
469
1
Another Look
470
2
Applying Your Knowledge
470
1
Applying Your Skills
470
2
Performing on the Job
472
2
No One Listened to Bill
472
1
The Roof Is Leaking
472
2
Preparation of the Presentation: Briefings and Oral Presentations
474
24
Performance Challenge
476
1
The Way It Is... Here Are Some Great Ideas
476
1
The Purpose of Typical Business Presentations
476
2
Listener Analysis: A Starting Point
478
2
Discover Your Listeners before Communicating with Them
479
1
After Anticipating the Listeners' Questions, Ask Yourself a Few
479
1
How to Predict Listener Responses More Accurately
479
1
Planning of the Content of Your Talk: Identifying Main Ideas
480
1
Introductions: Gaining Attention and Interest
481
2
Startling Statement or Statistic
481
1
Rhetorical Question
481
1
Quotation, Definition, or Short Narrative
482
1
Audience Participation
482
1
Statement of Topic or Reference to Occasion
483
1
Some Surefire Ways to Flop
483
1
The Apologetic Beginning
483
1
The Potentially Offensive Beginning
483
1
The Gimmicky Beginning
483
1
The Body: Now that I Have Your Attention
484
2
Organization of Main Points
484
2
Development and Support of Main Points
486
2
Transitions, Summaries, and Conclusions
488
1
Use of an Action Step
489
1
Understanding the Basics
490
1
Summary of Major Ideas
490
1
Key Terms and Concepts
490
1
Questions for Further Thought
490
1
Another Look
491
4
Applying Your Knowledge
491
1
Applying Your Skills
492
3
Performing on the Job
495
3
Giving It Their Best Shot
495
1
All Is Not Well
495
3
Delivery of Oral Presentations: Conveying Your Message with Impact
498
26
Performance Challenge
500
1
The Way It Is... Overcoming Nervousness When Speaking before Groups
500
1
Ways to Control Speaking Anxiety
500
2
Prepare
500
1
Be Idea Conscious, Not Self-Conscious
501
1
Relax
501
1
Use Your Background and Experience
501
1
Recognize that Your Listeners Want You to Succeed
501
1
Conveying of Your Credibility
502
1
Specific Delivery Techniques
503
3
Eye Contact
503
1
Gestures and Movement
504
1
Pronunciation
504
1
Voice
504
1
Verbalized Pauses
505
1
Emphasis
505
1
After the Presentation: Handling Questions
506
1
Promotion of Listener Participation
506
1
Creation of Your Personal Delivery Style
507
3
Appearance
507
1
Facial Expression and Eye Contact
508
1
Vocal Cues and Paralanguage
508
2
Memory Devices: Notes versus Manuscript
510
1
The Language of Feelings
510
2
Direct Address or ``This Means You'' Statements
510
1
Figurative Language
511
1
Don't Tell Jokes--Use Wit
512
5
Understanding the Basics
517
1
Summary of Key Ideas
517
1
Key Terms and Concepts
517
1
Questions for Further Thought
517
1
Another Look
518
3
Applying Your Knowledge
518
1
Applying Your Skills
519
2
Performing on the Job
521
3
It's Not Easy in Front of a Group
521
1
Your Question Please
521
3
The Visual Presentation of Information: Getting the Picture
524
24
Performance Challenge
526
1
The Way It Is... The Medium Is the Message
526
1
Visuals Aid Message Comprehension
526
15
Visuals Help the Audience and the Communicator
527
1
Proper Use of Visual Aids
528
1
Direct Visuals
529
6
Projected Visuals
535
5
Dynamic Visuals
540
1
Positioning Your Listeners and Your Visuals
540
1
A Final Thought about Audiovisual Aids: Check Them Out in Advance!
540
1
Understanding the Basics
541
1
Summary of Key Ideas
541
1
Key Terms and Concepts
541
1
Questions for Further Thought
541
1
Another Look
542
4
Applying Your Knowledge
542
1
Applying Your Skills
543
3
Performing on the Job
546
2
Consulting with Doris
546
1
Selling New Taxi Service
546
2
Participation in Meetings and Teams: You Can't Go On Meeting Like This
548
17
Performance Challenge
550
1
The Way It Is... You Will Participate
550
1
Types of Meetings
551
1
Productive Participation
552
2
Preparation
553
1
Active Participation
553
1
Postmeeting Follow-Up
554
1
Effective Leadership
554
3
Advantages of Meetings
554
2
Disadvantages of Meetings
556
1
Ways Meetings Can Go Bad
557
1
Speaking Up--Whether Leader or Participant
558
1
Understanding the Basics
558
2
Summary of Key Ideas
558
1
Key Terms and Concepts
559
1
Questions for Further Thought
559
1
Another Look
560
1
Applying Your Knowledge
560
1
Applying Your Skills
560
1
Performing on the Job
561
4
The Seville Manor for the Elderly
561
1
Jake Calls a Meeting
562
3
PART SIX Reference Tools for Communication Effectiveness amid Change
565
90
Reference Tool One A Review of Grammar, Punctuation, and Usage
567
32
Reference Tool Two How to Organize and Format Documents
599
28
Reference Tool Three Quick Review Checklists
627
6
Reference Tool Four Research Techniques for Business and Professional Communication
633
22
Notes
655
6
Index
661