PART ONE An Introduction to Communication in Organizations
Chapter1: Communication in Organizations
Overview
The Interactive Communication Process
Reasons for Communication Failure
Understanding Organizational Communication
Chapter 2: The Model of Strategic Communication
A Model for Communication in the Information Age
Situational Knowledge: The Context of Organizational Communication
Goal Setting for Organizational Communication
Communication Competence
Anxiety Management
Chapter 3: Diversity in Business and the Professions
Overview
The Issues of Diversity
Communication Between Diverse People
Situational Knowledge: Understanding Your Perspectives
Communication Competence: Personality Traits
Anxiety Management: Resolving Cultural Conflict
Legal Guidelines and Diversity
PART TWO
Basic Communication Skills
Chapter 4: Listening Skills
Overview
Listening in Your Career
Hearing Versus Listening
The Role of Perception
Goal Setting for Interactive Listening
Situational Knowledge: Preparing for Interactive Listening
Communication Competence: Interactive Listening
Anxiety Management
Evaluating Your Listening
Chapter 5: Verbal and Nonverbal Skills
Overview
Goal Setting for Effective Messages
Situational Knowledge: Personal and Environmental Factors
Communication Competence: Verbal and Nonverbal Skills
Anxiety Management
Message Strategies
Chapter 6: Leadership and Management Skills
Overview
What Does a Leader Do?
Management Theory
Leadership Theories
Leadership Versus Management
Goal Setting: Managing the Present and the Future
Situational Knowledge: The Foundation of Strategic Leadership
Communication Competence: Demonstrating Leadership Skills
PART THREE
Interpersonal Communication Strategies
Chapter 7: Work Relationships
Overview
Manager-Employee Relationships
Coworker Relationships
Mentoring Relationships
Romantic Relationships in the Workplace
Sexual Harassment
Employee-Customer Relationships
Chapter 8: Interviewing Skills
Overview: Principles of Interviewing
The Interview
Goal Setting: Dyadic Communication
Situational Knowledge: Structuring the Interview
Communication Competence: Asking Effective Questions
Responding and Providing Feedback
Overview: Interviews in Business Settings
Interview Contexts: Employment Interviews
Appraisal Interviews
Disciplinary Interviews
PART FOUR
Group Communication Strategies
Chapter 9: Fundamentals of Group Communication
Overview
What Is a Group?
Factors Influencing Group Communication
Factors Affecting Group Participation
Teleconferences and Videoconferences
Special Groups
Chapter10: Meetings: Forums for Problem Solving 305
Overview
Situational Knowledge: Preparing for the Meeting
Situational Knowledge: Developing Critical Thinking Skills
Communication Competence: Problem Solving
Anxiety Management
Evaluating Group Effectiveness
Chapter 11: Negotiation and Conflict Management
Overview
Argumentativeness and Verbal Aggressiveness
Negotiation
Conflict Management
A Strategic Approach to Conflict
PART FIVE
Public Presentation Strategies
Chapter 12: Developing and Delivering Effective Presentations
Overview
Anxiety Management
Goal Setting: Identifying the Topic and the Purpose
Identifying the General and Specific Purposes of the Presentation
Situational Knowledge: Analyzing the Audience
Identifying and Researching Main Ideas
Providing Support for Ideas
Developing an Introduction and a Conclusion
The Outline: Basic Considerations
Communication Competence: Presenting the Message
Fielding Audience Questions
Chapter 13: Informative Presentations
Overview
The Range of Informative Presentations
Accumulation of information
Functions of Informative Presentations
Organizing the Presentation
Typical Formats
Guidelines for a Successful Presentation
Situational Knowledge: Technology
Communication Competence: Camera Skills and Special Occasions
Anxiety Management: Practice and Knowledge
Chapter 14: Persuasive and Special Presentations
Overview
Functions of Persuasive Presentations
Persuasive Formats
Basic Resources for Persuasion
The Persuasion Process
Special Occasion Presentations