Each chapter ends with a Summary, Chapter Resources, Key Words, and Inter-Act with Media sections. Chapters 2 through 14 also end with "What Would You Do?: A Question of Ethics" Sections and Communication Improvement Plans.
Preface
I. Part One: Understanding Interpersonal Communication
1. An Orientation to Interpersonal Communication
1.1. Interpersonal Communication Defined
1.2. The Functions of Interpersonal Communication
1.3. The Interpersonal Communication Process
1.3.1. Participant Characteristics and Roles
1.3.2. Context
1.3.3. Message Formation
1.3.4. Channels
1.3.5. Noise
1.3.6. Feedback Messages
1.3.7. The Process in Action
1.4. Interpersonal Communication Principles
1.4.1. Interpersonal Communication has Purpose
1.4.2. Interpersonal Communication is Continuous
1.4.3. Interpersonal Communication Messages Vary in Conscious Encoding
1.4.4. Interpersonal Communication is Relational
1.4.5. Interpersonal Communication is Learned
1.5. The Ethics of Interpersonal Communication
1.6. Interpersonal Communication and Diversity
1.7. Diverse Voices: Arturo Madrid, Social Perception
1.8. Increasing Interpersonal Communication Competence
1.8.1. Understanding the Concepts and Developing Skills that Lead to Competence
1.9. Spotlight on Scholars: Brian Spitzberg on Interpersonal Communication Competence
1.9.1. Writing Communication Improvement Goal Statements
2. Forming and Using Social Perceptions
2.1. The Perception Process
2.1.1. Attention and Selection
2.1.2. Organization as Stimuli
2.1.3. Interpretation of Stimuli
2.2. Perception of Self: Self-Concept and Self-Esteem
2.2.1. Forming and Maintaining a Self-Concept
2.2.2. Developing and Maintaining Self-Esteem
2.2.3. Accuracy of Self-concept and Self-Esteem
2.3. Spotlight on Scholars: Michael Hecht on Interethnic Communication and Ethnic Identity
2.3.1. Presenting Ourselves
2.3.2. Self-Concept, Self-Esteem, and Communication
2.4. Diverse Voices: Delores V. Tanno, I am
2.4.1. Cultural and Gender Differences
2.5. Perception of Others
2.5.1. Physical Characteristics and Social behaviors
2.5.2. Stereotyping
2.5.3. Emotional States
2.5.4. Cultural and Gender Differences
2.6. Improving Social Perception
3. Communication in Relationships: Basic Concepts
3.1. Types of Relationships
3.1.1. Acquaintances
3.1.2. Friends
3.1.3. Close Friends of Intimates
3.1.4. Disclosure and Feedback Ratios
3.2. Communication Patterns During States of Relationships
3.2.1. Beginning and Developing Relationships
3.3. Spotlight on Scholars: Steven Duck on Personal Relationships
3.4. Diverse Voices: Brenda Allen, Friendships that Bridge Differences
3.4.1. Communication in Stabilizing Relationships
3.4.2. Relationship Disintegration
3.5. Theoretical Perspective on Relationships
3.5.1. Interpersonal Needs Theory
3.5.2. Exchange Theory
4. Verbal Communication
4.1. The Nature and Use of Language
4.1.1. Language and Meaning
4.1.2. Language and Culture
4.2. Increasing Language Clarity
4.3. Diverse Voices: Castelan Cargile, Accents and Language
4.3.1. Develop Your Vocabulary
4.3.2. Choosing Specific Language
4.3.3. Date Information
4.3.4. Index Generalizations
4.4. Speaking Appropriately
4.4.1. Adapt Formality to the Situation
4.4.2. Be Wary of Jargon and Slang
4.4.3. Avoid Crude Language
4.4.4. Demonstrate Sensitivity
4.5. Spotlight on Scholars: Molefi Kete Asante on the Language of Prejudice and Racism
5. Communicating Through Nonverbal Behaviors
5.1. The Nature of Nonverbal Communication Behavior
5.2. Body Motions
5.2.1. Types of Body Motions
5.2.2. How Body Motions are Used
5.2.3. Cultural Variations
5.2.4. Gender Variations
5.3. Paralanguage
5.3.1. Vocal Characteristics
5.3.2. Vocal Interferences
5.4. Self-Presentation
5.4.1. Clothing and Personal Grooming
5.4.2. Poise
5.4.3. Touch
5.4.4. Time
5.4.5. Cultural Variations in Self-Presentation
5.5. Communication Through Management of Your Environment
5.5.1. Space
5.6. Spotlight on Scholars: Judee K. Burgoon on Nonverbal Expectancy Violation Theory
5.6.2. Temperature, Lighting, and Color
5.7. Diverse Voices: Elizabeth Lozano, Latin American and Anglo Use of Personal Space in Public Places
5.7.1. Cultural Variations in Management of the Environment
5.7.2. Increasing Accuracy of Nonverbal Communication
II. Part Two: Developing Interpersonal Communication Skills
6. Holding Effective Conversations
6.1. Characteristics of Conversation
6.2. Types and Structures of Conversation
6.2.1. Parts of Conversation
6.2.2. Two Common Types of Conversation
6.2.3. The Structure of Casual Social Conversation
6.2.4. The Structure of Problem-Consideration Conversations
6.3. Rules of Conversation
6.3.1. Characteristics of Rules
6.3.2. The Cooperative Principle
6.4. Diverse Voices: Gwendolyn Gong, Ph. D., When Mississippi Chinese Talk
6.5. Guidelines for Effective Conversationalists
6.5.1. Prepare to Contribute Interesting Information
6.5.2. Ask Questions that Motivate Others to Respond
6.5.3. Provide Free Information
6.5.4. Credit the Sources for Your Ideas
6.5.5. Practice Appropriate Turn-Taking
6.5.6. Maintain Conversational Coherence
6.5.7. Practice Politeness
6.5.8. Engage in Ethical Dialogue
6.5.9. Cultural Variations in Effective Conversation
7. Listening Effectively
7.1. Attending: Focusing Attention
7.2. Diverse Voices: Dawn O. Braithwaite and Charles A. Braithwaite, Communication Between Able-Bodied Persons and Persons with Disabilities
7.3. Understanding: Listening Actively
7.3.1. Identifying the Organization
7.3.2. Attend to Nonverbal Cues
7.3.3. Ask Questions
7.3.4. Paraphrasing
7.3. Remembering: Retaining Infromation
7.3.1. Repeat Information
7.3.2. Construct Mnemonics
7.4. Spotlight on Scholars: Robert Bostrom on Listening
7.4.1. Take Notes
7.5. Evaluating: Listening Critically
7.5.1. Separate Factual Statements from Inferences
7.5.2. Evaluating Inferences
8. Responding With Empathy and Understanding
8.1. Empathy
8.1.1. Approaches to Empathy
8.1.2. Improving Our Ability to Empathize
8.1.3. Diverse Voices: Linda Howard, Black and White
8.1.4. Cultural Considerations
8.2. Understanding Emotional Support
8.2.1. Supporting
8.3. Spotlight on Scholars: Brant Burleson on Comforting
8.4. Characteristics of Effective and Ineffective Emotional Support
8.5. Messages
8.5.1. Supportive Interaction Phases
8.6. Supportive Message Skills
8.6.1. Clarifying Supportive Intentions
8.6.2. Buffering Face Threats
8.6.3. Other-Centered Messages
8.6.4. Framing
8.6.5. Giving Advice
8.7. Gender and Cultural Similarity and Differences in Comforting
9. Sharing Personal Information: Self-Disclosure and Feedback
9.1. Self-Disclosure
9.1.1. Guidelines for Appropriate Self-Disclosure
9.1.2. Cultural and Gender Differences
9.2. Disclosing Feelings
9.2.1. Making Feelings
9.2.2. Displaying Feelings
9.2.3. Describing Feelings
9.2.4. Owning Feelings and Opinions
9.3. Giving Personal Feedback
9.3.1. Describing Behavior
9.3.2. Praise
9.3.3. Giving Constructive Criticism
9.4. Asking for Criticism
10. Using Interpersonal Influence Ethically
10.1. Interpersonal Power in Relationships
10.1.1. Perception of Coercive Power
10.1.2. Reward Power
10.1.3. Legitimate Power
10.1.4. Expert Power
10.1.5. Referent Power
10.2. Types of Persuasive Messages
10.2.1. Giving Good Reasons
10.2.2. Personal Credibility
10.3. Spotlight on Scholars: Richard Petty on Attitude Change
10.3.1. Emotion Appeals
10.4. Compliance-Gaining Strategies
10.4.1. Supporting-Evidence Strategies
10.4.2. Exchange Strategies
10.4.3. Direct-Request Strategies
10.4.4. Empathy-Based Strategies
10.4.5. Face-Maintenance Strategies
10.4.6. Other-Benefit Strategies
10.4.7. Choosing a Strategy
10.4.8. Overcoming Resistance
10.5. Assertiveness
10.5.1. Contrasting Methods of Expressing Our Needs and Rights
10.5.2. Distinguishing Among Passive, Aggressive, and Assertive Responses
10.5.3. Characteristics of Assertive Messages
10.5.4. Assertiveness in Cross-Cultural Relationships
11. Managing Conflict
11.1. Types of Interpersonal Conflict
11.1.1. Pseudoconflict
11.1.2. Fact Conflict
11.1.3. Value Conflict
11.1.4. Policy Conflict
1.1.5. Ego Conflict
11.2. Styles of Managing Conflict
11.2.1. Withdrawal
11.2.2. Diverse Voices: Bruce A. Jacobs, Conversing About Racism
11.2.3. Accommodating
11.2.4. Forcing
11.2.5. Compromising
11.2.6. Collaborating
11.3. Communication Skills That Promote Successful Conflict Management
11.3.1. Communication Skills For Initiating Conflict
11.3.2. Spotlight on Scholars: Daniel J. Canary on Conflict Management
11.3.3. Communication Skills for Responding to Conflict
11.3.4. Communication Skills for Mediating Conflict
11.3.5. Recovering from Conflict-Management Failures
3. Part 3: Using Communication Skills to Improve Relationships
12. Communicating in Intimate Relationships: Friends, Spouses and Family
12.1. Characteristics of Intimate Relationships
12.1.1. Warmth and affection
12.1.2. Trust
12.1.3. Self-Disclosure
12.1.4. Commitment
12.2. Types of Intimate Relationships and Relational Styles
12.2.2. Male Relationships
12.2.3. Female Relationships
12.2.4. Gender Differences in Intimacy
12.2.5. Male-Female Relationships
12.2.6. Marriage Relationships
12.2.7. Spotlight on Scholars: Mary Anne Fitzpatrick on Couple Types and Communication
12.2.8. Family Relationships
12.3. Diverse Voices: Elisa Martinez, Having a Choice of Who to Be
12.3.1. Improving Family Communication
12.4. Problem Areas in Intimate Relationships
12.4.1. Jealousy
12.4.2. Sex-Role Stereotyping
13. Communicating in the Workplace
13.1. Preparing Yourself During the Hiring Process
13.1.1. Presenting Yourself in Writing
13.1.2. Presenting Yourself During an Interview
13.2. Interviewing Others
13.2.1. Beginning the Interview
13.2.2. Questions Used in the Body of the Interview
13.2.3. Concluding an Interview
13.3. Managing Relationships at Work
13.3.1. Communicating in Managerial Relationships
13.3.2. Communicating in Co-Worker Relationships
13.3.3. Diverse Voices: Sheryl Lindsay, Understanding Our Mexican Co-Workers
13.4. Leadership in Work Relations
13.4.1. Leadership Traits
13.4.2. Leadership Styles
13.4.3. Preparing for Leadership
13.4.4. Coaching Others at Work
13.5. Spotlight on Scholars: Gail T. Fairhurst on Leadership in Work Organizations
13.5.1. Counseling Others at Work.
13.5.2. Leading Group Discussion and Decision Making
14. Electronically mediated (EM) Interpersonal Communication
14.1. Cellular and Digital Telephones
14.2. The Internet
14.2.1. Internet Terminology
14.3. Communicating Online
14.3.1. E-main
14.3.2. Newsgroups
14.3.3. Internet Chat
14.4. The Role of Electronic Communication in Building Relationships
14.4.1. Development of Electronically Mediated Relationships
14.4.2. From Online to In-Person Relationships
14.5. The Dark Side of Electronically mediated Communication
14.6. Interpersonal Communication Skills in Cyber Relationships
14.6.1. Sender Skills
14.6.2. Receiver Skills