Strategic Communication in Business and the Professions

Abstract

Note: Each chapter begins with Strategic Scenario and an Overview and concludes with Strategic Scenario Wrap Up, Summary, Key Terms, Discussion, Activities, Strategic Skills, and Technology Tools. I. An Introduction to Communication in Organizations 1. Communication in Organizations The Interactive Communication Process Reasons for Communication Failure Understanding Organizational Communication Practicing Business Communication: IKEA Ethical Issues: Are You Being Watched? 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 Practicing Business Communication: FedEx Corporation 3. Diversity in Business and the Professions 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 Ethical Issues: Honoring Religious Practices II. Basic Communication Skills 4. Listening Skills 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 Practicing Business Communication: United Psychiatric Group Ethical Issues: Ethical Listening Situations 5. Verbal and Nonverbal Skills Goal Setting for Effective Messages Situational Knowledge: Personal and Environmental Factors Communication Competence: Verbal and Nonverbal Skills Anxiety Management Message Strategies Ethical Issues: Touching in the Workplace Practicing Business Communication: Communication Media 6. Leadership and Management Skills 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 Anxiety Management Practicing Business Communication: United Negro College Fund Ethical Issues: Leadership Using Fear III. Interpersonal Communication Strategies 7. Work Relationships Manager-Employee Relationships Coworker Relationships Mentoring Relationships Romantic Relationships in the Workplace Sexual Harassment Employee-Customer Relationships Practicing Business Communication: Tom's of Maine Ethical Issues: Nicole's Protege 8. Principles of Interviewing The Interview Goal Setting: Dyadic Communication Situational Knowledge: Structuring the Interview Communication Competence: Asking Effective Questions Responding and Providing Feedback Anxiety Management: Interviewer and Interviewee Ethical Issues: Handling Tricky Questions 9. Interviews in Business Settings Employment Interviews: Introduction Employment Interviews: The Interviewer Employment Interviews: The Interviewee Appraisal Interviews Disciplinary Interviews Media Interviews Ethical Issues: The Dilemma of Knowing Too Much Practicing Business Communication: Aegir Systems IV. Group Communication Strategies 10. Fundamentals of Group Communication What Is a Group? Factors Influencing Group Communication Factors Affecting Group Communication Teleconferences and Videoconferences Special Groups Practicing Business Communication: Creative Communication Network Ethical Issues: Ethical Qualities of Leaders 11. Meetings: Forums for Problem Solving Goal-Setting: The Agenda Situational Knowledge: Preparing for the Meeting Situational Knowledge: Developing Critical Thinking Skills Communication Competence: Problem Solving Anxiety Management Evaluating Group Effectiveness Ethical Issues: Maintaining Ethics When Working Alone Practicing Business Communication: Nokia Corporation 12. Negotiation and Conflict Management Argumentativeness and Verbal Aggressiveness Negotiation Conflict Management A Strategic Approach to Conflict Practicing Business Communication: Tootsie Roll Industries, Inc. Ethical Issues: To Tell, Or Not To Tell? V. Public Presentation Strategies 13. Developing and Delivering Effective Presentations 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 Practicing Business Communication: American Red Cross Ethical Issues: Audience Challenge 14. Informative Presentations 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 Ethical Issues: All Sides of the Issue Practicing Business Communication: Best Western International, Inc. 15. Persuasive and Special Presentations Functions of Persuasive Presentations Persuasive Formats Basic Resources for Persuasion The Persuasion Process Special Occasion Presentations Ethical Issues: Vested Interests

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