Each chapter concludes with “Summary” and “Knowledge Check.” I.OVERTURE.
1.Solving Puzzles and Building Communication Competence.
From Classroom to Boardroom—Are You Prepared to Make the Leap?
The Puzzle Model of Business and Professional Communication.
Workplace 2010: Three Major Orientations to Work.
The Communication Process.
Plan for the Book.
II.MANAGING RELATIONAL LIFE IN THE WORKPLACE.
2.The Art of Listening.
The Benefits of Effective Listening.
Hearing versus Listening.
A Model of Listening.
Gender Differences and Listening.
Assessing Your Listening Effectiveness.
Improving Your Listening Skills.
How to Talk So Others Will Listen.
3.The Care and Feeding of an Interpersonal Network.
Defining Interpersonal Communication.
The Impact of Conversations on Relationships.
Formal and Informal Communication.
Vertical versus Horizontal Organizations.
Communication Styles.
Communication Climate.
Aspects of the Workplace that Affect Job Productivity and Satisfaction.
Building Interpersonal Skills in the Workplace.
4.Successful Communication in Groups and Teams.
The Elements of Successful Group Communication.
Types of Small Groups Operating in an Organization.
Demographic Variables That Affect Group Life.
The Group Decision-Making Process.
Tools for Effective Problem Solving.
Performing Effectively in Teams.
Managing Meeting Mania.
How to Stand Out at Someone Else's Meeting.
5.Managing Workplace Diversity.
Gender Issues in the Workplace.
Benefits of Using Nonsexist Language in the Workplace.
Other Forms of Diversity in the Workplace.
Co-workers with Disabilities.
The Future of Workplace Diversity.
III.MANAGING WORK LIFE IN THE WORKPLACE.
6.Interviews You Will Encounter in Your Work Life.
Introduction to Résumés.
Cover Letters.
The Employment Interview.
Surviving the Group Employment Interview.
The Informational Interview.
The Performance Appraisal Interview.
The Coaching or Counseling Interview.
The Exit Interview.
7.Leadership.
What Is Leadership?
Leadership Styles.
Leadership and Power.
Developing Your Leadership Competencies.
The 21st Century Leader.
8.Managing Stress and Conflict.
Stress in the Workplace.
Conflict in the Workplace.
9.Etiquette for the 21st Century Workplace.
Making a Positive Impression in Business and Professional Communication.
Etiquette and Your Work Life.
Public Life: Podium Etiquette.
Techno-Life: Minding Your Electronic Manners.
IV.MANAGING PUBLIC LIFE IN THE WORKPLACE.
10.Making Effective Business Presentations I: Advance Work.
The Many Faces of Business Presentations.
Understanding Your Audience and the Speaking Occasion.
Establishing Your Presentation Goals.
Selecting the Best Format for Your Presentation.
A Word about “Stage Fright.”
11.Making Effective Business Presentations II: Creating and Delivering a Compelling Message.
Brainstorming.
Developing Logical Sequences for Your Messages.
Developing Your Outline.
Supporting Your Ideas: Generating Appeals and Gathering Evidence.
Introductions, Conclusions, and Transitions.
Ethicality of Your Message: The Litmus Test for Determining If You're Ready to Go.
Practice Makes Perfect.
Setting and Achieving Your Image Goals: Optimizing Your PERC-Quotient.
V.MANAGING TECHNO-LIFE IN THE WORKPLACE.
12.Successfully Managing Your Techno-Life.
The Changing Role of Communication Technology in the Workplace.
Communication Technology and You.
Communication Competence and Life-Long Learning: The Keys to Successfully Managing Your Techno-Life.
Communication Technology Today.
Human Technology and the Virtual Office.
Techno-Life in the Year 2005: What Will It Look Like?
A Final Note.
