Detailed Contents

Preface xiii

Acknowledgments xviii

PART I. BEGINNING COMMUNICATION PRINCIPLES 1

CHAPTER 1. Business and Professional Excellence in the Workplace 3Business and Professional Excellence in Context 5

Verbal and Nonverbal Communication 6Listening 6Résumés, Interviews, and Negotiations 6Getting to Know the Diverse Workplace 6Interpersonal Communication at Work 7Strengthening Teams and Conducting Meetings 7Technology in the Workplace 7Business and Professional Writing 7Leadership and Conflict Management 8Presentations 8Work–Life Balance 8

Understanding the KEYS Process 8Defining Communication 10The Importance of Communication 10Communication: A Complex Process 11

Sender and Receiver 12Message and Feedback 13Channel 13Context 13Noise 14

Communication Apprehension 15Types of Communication Apprehension 15Causes of Communication Apprehension 17

Communication Ethics 17KEYS for Excellence in the Workplace 19Executive Summary 22Discussion Questions 23Terms to Remember 23

CHAPTER 2. Verbal and Nonverbal Communication 25Verbal Communication 26Nonverbal Communication 29

Codes of Nonverbal Communication 33Vocal Expression 33Space 34Environment 36Physical Appearance 37Body Movement 38Facial Behavior 39Touch 40

Forming Relationships With Verbal and Nonverbal Communication 41Verbal and Nonverbal Communication and Their Impact on Professions 42

KEYS to Excellence in Verbal and Nonverbal Communication 44Executive Summary 46Discussion Questions 47Terms to Remember 47

CHAPTER 3. Listening 49Hearing and Listening 51Barriers to Listening 53

Failing to Limit Distractions 53Failing to Focus on the Message 55Failing to Be an Active Listener 57

Listening Styles and Categories 59Improving Your Listening 60KEYS to Listening Excellence 62Executive Summary 64Discussion Questions 65Terms to Remember 65

PART II. ENTERING THE WORKPLACE 68

CHAPTER 4. Résumés, Interviews, and Negotiation 71The Job-Seeking Process 73Stage One: Exploring 73

Self-Exploration 73Career Exploration 74

Stage Two: Researching 75Researching Openings 75Researching Potential Employers 76

Stage Three: Applying 77Developing Résumés 77Customizing Résumés 82Developing Electronic and Scannable Résumés and Online Applications 83Developing Cover Letters 84

Stage Four: Interviewing 88Before the Interview 89During the Interview 95

Stage Five: Following Up 96

Stage Six: Negotiations 97KEYS to Excellence in the Job-Seeking Process 99Executive Summary 100Discussion Questions 101Terms to Remember 101

CHAPTER 5. Getting to Know Your Diverse Workplace 103Learning Your Workplace Culture 104Assimilating College Students 107Diversity in Your Workplace: Some Important Concepts 112

Cultural Diversity Awareness and Worldview 112Cultural Competence 113Mutual Respect 114

Examples of Diversity in Professional Contexts 114Gender 115Ethnicity and Race 115Language Differences 116Religion and Spirituality 118People With Disabilities 119

KEYS to Excellence in Getting to Know the Diverse Workplace 120Executive Summary 122Discussion Questions 123Terms to Remember 123

PART III. DEVELOPING IN THE WORKPLACE 124

CHAPTER 6. Interpersonal Communication at Work 127Exploring Relationship Types at Work 129

Superior–Subordinate Relationships 129Coworker Relationships 132Customer–Client Relationships 134

The Line Between Professional and Personal 135Romance in the Workplace 135Sexual Harassment 136Communication Privacy Management at Work 137

Professional Etiquette 139KEYS to Excellence in Interpersonal Communication 142Executive Summary 144Discussion Questions 145Terms to Remember 145

CHAPTER 7. Strengthening Teams and Conducting Meetings 147How Do Groups Differ From Teams? 148Conducting Meetings 149

Meeting Environment 150Meeting Topics (Agenda) 154Meeting Participants 155

Team Roles 156Team Norms 156

Problem Solving 158Describing and Analyzing the Problem 160Generating Possible Solutions 161Evaluating All Solutions 162Deciding on the Solution 163Planning How to Implement the Solution 165

Cultivating Innovative Thinking 166Explorer 166Artist 167Judge 167Warrior 168Supporting Each Role 168

Conflict in Team Meetings 169Need for Conflict 169Productive Conflict 172The Unite Approach 173

KEYS to Excellence in Team Communication 174Executive Summary 176Discussion Questions 177Terms to Remember 177

PART IV. EXCELLING IN THE WORKPLACE 178

CHAPTER 8. Technology in the Workplace 181Communication and Technology: Tools for Professionals 182

Maintaining Professional Excellence Online 184Electronic Communication 184

Drawbacks of Technology 190Employee Surveillance 191Time Management 193Information Overload 194Electronic Aggression 196

Professional Etiquette With Technology 197KEYS to Excellence With Communication and Technology 198Executive Summary 200Discussion Questions 201Terms to Remember 201

CHAPTER 9. Business and Professional Writing 203The Importance of Written Communication 204

Striving for Written Communication Excellence 205Types of Written Communication 207

Business Letters 207Employee Reviews 208Recommendation Letters 209Thank-You Letters 212Memos 212Proposals and Reports 219

Planning Documents 220Press Releases 221Proactive Media Writing 227E-mail 228

KEYS to Excellence in Written Communication 229Executive Summary 230Discussion Questions 231Terms to Remember 231

CHAPTER 10. Leadership and Conflict Management 233What Is Leadership? 234Utilizing Power 236Improving Communication With Leadership Theories 239

Behavioral Theories 239Situational Leadership Theories 241Transformational Leadership 243

Hiring the Right Team 243Developing the New Employee Profile 243During the Interview 244After the Interview 245

Following Up and Following Through 246Communicating About Your Team 246Dealing With Difficult People 248

Meet Your Organizational Family 248Leader as Parent 251

Giving Feedback 251Setting Expectations 252Providing Feedback Regularly 252Praising Team Members 253Holding Team Members Accountable 253Motivating Through Feedback 255Enacting Consequences 256Putting It Together 257

Managing Your Public Image 259Keys to Excellence in Leadership 260Executive Summary 262Discussion Questions 263Terms to Remember 263

PART V. PRESENTING IN THE WORKPLACE 264

CHAPTER 11. Informing and Persuading 267The Importance of Presenting With Professional Excellence 269Identifying Presentation Opportunities and Purposes 269

Presentation Opportunities 269General Purpose 270Specific Purpose 271

Speaking to Inform 271Ethos 271

Logos 273Strategies for Informing With Excellence 276

Speaking to Persuade 278Types of Reasoning 279Pathos 281Strategies for Persuading With Excellence 282

KEYS to Excellence in Professional Presentations 283Executive Summary 286Discussion Questions 287Terms to Remember 287

CHAPTER 12. Speech Design 289Analyzing the Audience 290Analyzing the Context 291Researching 292

Gathering Research 292Determining What to Include 295

Organizing Your Presentation 296Organizing the Body 296Developing Transitions 297

Introductions 299Conclusions 301Language 304KEYS to Excellence in Designing a Speech 305Executive Summary 306Discussion Questions 307Terms to Remember 307

CHAPTER 13. Delivering a Speech With Professional Excellence 311Delivering the Presentation With Professional Excellence 312

The Adrenaline Rush 312Sense of Play 315Presenting From an Outline 315

PowerPoint and Other Supporting Aids 316Should I Use Supporting Aids? 318Types of Supporting Aids 319

Practice Makes Perfect 326Team Presentations 326KEYS to Excellence in Professional Presentations 328Executive Summary 332Discussion Questions 333Terms to Remember 333

PART VI. SURVIVING IN THE WORKPLACE 334

CHAPTER 14. Work–Life Balance 337The Importance of Work–Life Balance 338

Work–Life Balance Defined 339Individual Benefits 341Organizational Benefits 342

Triggers to Imbalance 343Personality Types 343The Impact of Difficult People on Work–Life Balance 345Technologically Blurred Boundaries 351Life Demands 352

Strategies for Balance 357Knowing Yourself 357Developing Emotional Intelligence 359Developing Time-Management Skills 363Using the PDA to Maintain Balance 363Taking a Vacation 366

KEYS to Excellence With Work–Life Balance 368Executive Summary 370Discussion Questions 371Terms to Remember 371

Epilogue 373

References 375

Glossary 387

Photo Credits 399

Index 401

About the Authors 409