Competent Communication at Work: Communication, Technology and Professional Practices

Edition: 5

Copyright: 2023

Choose Your Format

Choose Your Platform | Help Me Choose

Choose Your Platform | Help Me Choose

Ebook Package


This product is currently not available.

Ebook Package

$75.00

ISBN 9798765791905

Details Ebook w/KHQ 180 days

New Fifth Edition Now Available!

Communication skills could mean the difference between triumph and failure in countless situations in one’s professional life. 

Competent Communication at Work helps readers become effective and successful communicators via an array of channels through which they can establish their communication credibility in the workplace (written communication, presentations, speeches, interviews, and non-verbal messages). Through listening and audience analysis, the authors emphasize the importance of adaptability in creating effective and appropriate messages. In addition, the publication prepares readers for the constantly-evolving global market by explaining how globalization and technology have impacted communication in the business realm, and insight on how to successfully engage with diversity and intercultural differences. 

The NEW fifth edition of Competent Communication at Work:

  • Provides comprehensive coverage of the basic competencies of business communication. 
  • Integrates real-world examples and strategies that illustrate chapter concepts and help students apply them in their own work.
  • Discusses the importance of digital literacy and technology use in different facets of professional life from interviewing to crisis communication.
  • Incorporates a chapter on crisis communication emphasizing stages of crisis, message design, and use of social media.

Preface
Acknowledgments 
About the Authors 

SECTION I Competencies for Communicating at Work and to Stakeholders

CHAPTER 1: Business Globalization and Technology in the Workplace 
Introduction 
Technology and Communication in the Workplace 
Communication Competence 
Principles of Communication
Communication Is a Basic Human Need, but Effective Communication Is Not a Basic Human Ability 
Communication Is Intentional and Unintentional
Communication Is Irreversible
Communication Is Contextual and Rule-Based 
Communication Has Ethical Dimensions 
Globalization, Automation, and the New Economy 
Factors Influencing Globalization and Automation 
Globalization, Culture, and Communication 
Culture Defined 
Power Distance 
Uncertainty Avoidance 
Individualism and Collectivism 
Long-Term and Short-Term Orientation 
Other Cultural Considerations 
High- and Low-Context Language 
Formality 
Nonverbal Communication 
Time Orientation 
Tips for Dealing With Language Barriers 
Information Communication & Technology in the Workplace 
Conclusion 
Activities 
References

CHAPTER 2: Interpersonal Communication Skills at Work 
Introduction 
Defining Interpersonal Communication 
Types of Workplace Relationships 
Mixed-Status Relationships 
Same-Status Relationships 
Dealing With Conflict 
Avoiding 
Accommodating 
Competing 
Compromise 
Collaboration 
Negotiation 
Giving and Receiving Constructive Feedback 
Developing Supportive Communication Climates 
Descriptive Messages 
Problem-Focused Messages 
Spontaneous Messages 
Empathetic Messages 
Messages of Equality 
Provisional Messages 
ICT and Interpersonal Communication at Work 
Conclusion 
Activities 
References

CHAPTER 3: Working in Small Groups
Introduction 
Defining and Understanding Small Groups 
Collection of People 
Interaction
Interdependence 
Common Goal 
Advantages and Disadvantages of Group Work 
Advantages of Group Work 
Disadvantages of Group Work 
Myths Surrounding the Small Group 
Team Building 
Types of Teams 
Phases of Small-Group Communication 
Running and Participating in a Successful Meeting 
Steps for Planning Successful Meetings 
Chairing a Meeting 
Effective Participation in a Meeting 
ICT and Small Groups 
Conclusion 
Activities 
References 
Additional Sources 

CHAPTER 4: Communicating During Crises: Suggestions for Business and Professional Communication in Uncertain Circumstances
Introduction 
Crisis Classifications 
Stages of the Crisis Life Cycle 
Theoretical Approaches Through the Crisis Life Cycle 
Exemplification Theory
Image Repair Theory 
The IDEA Model 
Other Suggestions of Crisis Response 
Using Social Media Throughout the Crisis Life Cycle 
Conclusion 
Activities 
References

SECTION II Professional Competencies

CHAPTER 5: Verbal and Nonverbal Communication 
Introduction 
Verbal Communication 
Tips for Successful Communication 
Nonverbal Communication 
Some Things to Know About Nonverbal Communication 
Types of Nonverbal Communication 
Sexual Harassment 
Listening and Creating Meaning 
Improving Your Listening Skills 
Active Listening: Relaying Theory Into Practice 
Conclusion 
Activities 
References

CHAPTER 6: Working With Text: Writing for Business and Professional Communication
Introduction
The Writing Process: Establishing Your Credibility Through the Keyboard
The Writing Process: Seven Basic Steps 
Style, Voice, Grammar, and Usage
Style
Voice 
Grammar and Usage 
Business and Professional Writing: Considering the Context 
Audience Analysis 
How to Write Memos and Email 
Email and Security
AI-Assisted Writing 
Conclusion 
Activities 
References
Additional Sources

CHAPTER 7: Resume Building and Social Media Strategies
Introduction 
ICT Literacy and the Job Search 
Resumes 
Think About Who You Are and Think About Your Goals 
Wow, I’ve Done a Lot! 
Time to Write 
Resume Formats 
Resume Must-Haves 
Resumes and the Applicant Tracking System 
AI and Resumes 
Don’t Forget Networking 
Social Media and Networking: Considerations for the Pre-Employment Process 
Social Media and Impression Management in the Job Search 
Professional Networking Sites: Creating a Professional Profile 
Conclusion
Activities 
References

CHAPTER 8: Interviewing: Processes and Best Practices
Introduction
ICT Literacy and Interviews 
Successful Interviewing 
How Do You Prepare for an Interview? 
What Do Employers Look for in Applicants? 
“You Never Get a Second Chance to Make a First Impression” 
Body Language Can Be Revealing 
Researching Employers: “What in the World Am I Looking For?” 
What Are They Going to Ask Me? Questions Asked by Employers 
“So Do You Have Any Questions for Us?” Questions to Ask Them 
What Is Behavioral Interviewing? 
Quick Tips for a Positive Interview 
The Night Before the Interview 
After the Interview: Follow-Up Letters 
Phone Interviews in the Pre-Employment Process 
Conclusion 
Activities 
References

SECTION III Presentation Competencies

CHAPTER 9: Information-Seeking and Research Skills 
Introduction 
Information Organization 
What Kind of Research Do I Need to Do? 
Organization of Information 
Classification Systems 
Organization on the Web 
Information Sources 
Searching Electronic Sources 
Databases 
Plagiarism and Cheating 
Citation Formats 
Elements Necessary in Any Citation Format 
Conclusion 
Activities

CHAPTER 10: Audience Analysis and Delivery Dynamics
Introduction 
Audience Analysis 
Situational Analysis 
The Audience 
Demographic Audience Analysis 
What Now? 
Delivery Dynamics 
Methods of Delivery 
The Speaker 
Anxiety 
Practice, Practice, Practice . . . 
Bringing the Words to Life 
Audience Questions 
Conclusion 
Questions 
Activities 
References

CHAPTER 11: Presentation Development 
Introduction 
Choosing a Topic 
Why Are You Speaking? 
General Purpose 
Specific Purpose 
Organizing the Speech 
The Introduction 
The Body 
Sample Informative Speech Outline in Topical Order
Sample Persuasive Speech Outline Format in Problem–Solution Order 
Monroe’s Motivated Sequence 
Connectives 
Supporting Material 
Citing Sources 
Putting It Together 
Business Presentations
Conclusion 
Questions 
Activities 
References

CHAPTER 12: Informative, Persuasive, and Special Occasion Business Presentations 
Introduction 
Informative Presentations 
The Goals and Strategies of Informative Presentations 
Categories of Informative Presentations 
Guidelines for Great Informative Presentations 
Differences in Public Versus Business Speaking 
Five Basic Types of Business and Professional Presentations 
Delivering the Business Presentation 
Persuasive Presentations 
Context 
Why Study Persuasion? 
Common Criticisms of Studying Persuasion 
What Exactly Is Persuasion? 
Persuasion, Propaganda, and Indoctrination
Goals of Persuasive Speeches 
Aristotle on Persuasion 
Logos = Logic 
Pathos = Emotion 
Ethos = Character 
Modern Approaches to Persuasion 
Structuring and Ordering Persuasive Messages 
Three Types of Organizational Patterns for Persuasive Speeches 
Special Occasion Presentations
Welcome Speeches 
Speeches of Introduction
Award Acceptances 
Award Presentations
Toasts
Toasting Etiquette
Conclusion 
Questions 
Activities 
References 

Index

Pamela Davis Hopkins

Pamela D. Hopkins (PhD, East Carolina University; MA, Penn State) is the Director of the Speech Communication Center at East Carolina University. Dr. Hopkins works with students, faculty members, staff members, alumni, and area residents who need help with organizingand delivering effective presentations, managing speaking anxiety, and  developing professional communication skills. Her research focuses on improving communication skills between clinical team members in health care facilities. Her work has been published in the Medical Group Management Association (MGMA) Journal. She is a member of the National Communication Association.

Holly J Payne

Holly J. Payne (PhD, Communication, University of Kentucky) is a Professor in the Department of Communication at Western Kentucky University. Her research focuses on dissent expression, communication competence, organizational identification, and school crisis communication. Her work in this area is published in outlets such as Communication Studies, Computers in Human Interaction, Communication Research Reports, and the International Journal of Business Communication.

Patric Spence

Patric R. Spence (PhD, Wayne State University) is a Professor in the Nicholson School of Communication and Media at the University of Central Florida. He is also affiliated with the Communication and Social Robotics Labs and the Center for Rebuilding Sustainable Communities after Disasters. He is the current editor of Communication Studies. His research focuses on communication during crises and other extreme events, communication of risk, social media and social robots. His research has appeared in outlets such as Computers in Human Behavior, Journal of Applied Communication Research, Communication Theory, and Risk Analysis.

New Fifth Edition Now Available!

Communication skills could mean the difference between triumph and failure in countless situations in one’s professional life. 

Competent Communication at Work helps readers become effective and successful communicators via an array of channels through which they can establish their communication credibility in the workplace (written communication, presentations, speeches, interviews, and non-verbal messages). Through listening and audience analysis, the authors emphasize the importance of adaptability in creating effective and appropriate messages. In addition, the publication prepares readers for the constantly-evolving global market by explaining how globalization and technology have impacted communication in the business realm, and insight on how to successfully engage with diversity and intercultural differences. 

The NEW fifth edition of Competent Communication at Work:

  • Provides comprehensive coverage of the basic competencies of business communication. 
  • Integrates real-world examples and strategies that illustrate chapter concepts and help students apply them in their own work.
  • Discusses the importance of digital literacy and technology use in different facets of professional life from interviewing to crisis communication.
  • Incorporates a chapter on crisis communication emphasizing stages of crisis, message design, and use of social media.

Preface
Acknowledgments 
About the Authors 

SECTION I Competencies for Communicating at Work and to Stakeholders

CHAPTER 1: Business Globalization and Technology in the Workplace 
Introduction 
Technology and Communication in the Workplace 
Communication Competence 
Principles of Communication
Communication Is a Basic Human Need, but Effective Communication Is Not a Basic Human Ability 
Communication Is Intentional and Unintentional
Communication Is Irreversible
Communication Is Contextual and Rule-Based 
Communication Has Ethical Dimensions 
Globalization, Automation, and the New Economy 
Factors Influencing Globalization and Automation 
Globalization, Culture, and Communication 
Culture Defined 
Power Distance 
Uncertainty Avoidance 
Individualism and Collectivism 
Long-Term and Short-Term Orientation 
Other Cultural Considerations 
High- and Low-Context Language 
Formality 
Nonverbal Communication 
Time Orientation 
Tips for Dealing With Language Barriers 
Information Communication & Technology in the Workplace 
Conclusion 
Activities 
References

CHAPTER 2: Interpersonal Communication Skills at Work 
Introduction 
Defining Interpersonal Communication 
Types of Workplace Relationships 
Mixed-Status Relationships 
Same-Status Relationships 
Dealing With Conflict 
Avoiding 
Accommodating 
Competing 
Compromise 
Collaboration 
Negotiation 
Giving and Receiving Constructive Feedback 
Developing Supportive Communication Climates 
Descriptive Messages 
Problem-Focused Messages 
Spontaneous Messages 
Empathetic Messages 
Messages of Equality 
Provisional Messages 
ICT and Interpersonal Communication at Work 
Conclusion 
Activities 
References

CHAPTER 3: Working in Small Groups
Introduction 
Defining and Understanding Small Groups 
Collection of People 
Interaction
Interdependence 
Common Goal 
Advantages and Disadvantages of Group Work 
Advantages of Group Work 
Disadvantages of Group Work 
Myths Surrounding the Small Group 
Team Building 
Types of Teams 
Phases of Small-Group Communication 
Running and Participating in a Successful Meeting 
Steps for Planning Successful Meetings 
Chairing a Meeting 
Effective Participation in a Meeting 
ICT and Small Groups 
Conclusion 
Activities 
References 
Additional Sources 

CHAPTER 4: Communicating During Crises: Suggestions for Business and Professional Communication in Uncertain Circumstances
Introduction 
Crisis Classifications 
Stages of the Crisis Life Cycle 
Theoretical Approaches Through the Crisis Life Cycle 
Exemplification Theory
Image Repair Theory 
The IDEA Model 
Other Suggestions of Crisis Response 
Using Social Media Throughout the Crisis Life Cycle 
Conclusion 
Activities 
References

SECTION II Professional Competencies

CHAPTER 5: Verbal and Nonverbal Communication 
Introduction 
Verbal Communication 
Tips for Successful Communication 
Nonverbal Communication 
Some Things to Know About Nonverbal Communication 
Types of Nonverbal Communication 
Sexual Harassment 
Listening and Creating Meaning 
Improving Your Listening Skills 
Active Listening: Relaying Theory Into Practice 
Conclusion 
Activities 
References

CHAPTER 6: Working With Text: Writing for Business and Professional Communication
Introduction
The Writing Process: Establishing Your Credibility Through the Keyboard
The Writing Process: Seven Basic Steps 
Style, Voice, Grammar, and Usage
Style
Voice 
Grammar and Usage 
Business and Professional Writing: Considering the Context 
Audience Analysis 
How to Write Memos and Email 
Email and Security
AI-Assisted Writing 
Conclusion 
Activities 
References
Additional Sources

CHAPTER 7: Resume Building and Social Media Strategies
Introduction 
ICT Literacy and the Job Search 
Resumes 
Think About Who You Are and Think About Your Goals 
Wow, I’ve Done a Lot! 
Time to Write 
Resume Formats 
Resume Must-Haves 
Resumes and the Applicant Tracking System 
AI and Resumes 
Don’t Forget Networking 
Social Media and Networking: Considerations for the Pre-Employment Process 
Social Media and Impression Management in the Job Search 
Professional Networking Sites: Creating a Professional Profile 
Conclusion
Activities 
References

CHAPTER 8: Interviewing: Processes and Best Practices
Introduction
ICT Literacy and Interviews 
Successful Interviewing 
How Do You Prepare for an Interview? 
What Do Employers Look for in Applicants? 
“You Never Get a Second Chance to Make a First Impression” 
Body Language Can Be Revealing 
Researching Employers: “What in the World Am I Looking For?” 
What Are They Going to Ask Me? Questions Asked by Employers 
“So Do You Have Any Questions for Us?” Questions to Ask Them 
What Is Behavioral Interviewing? 
Quick Tips for a Positive Interview 
The Night Before the Interview 
After the Interview: Follow-Up Letters 
Phone Interviews in the Pre-Employment Process 
Conclusion 
Activities 
References

SECTION III Presentation Competencies

CHAPTER 9: Information-Seeking and Research Skills 
Introduction 
Information Organization 
What Kind of Research Do I Need to Do? 
Organization of Information 
Classification Systems 
Organization on the Web 
Information Sources 
Searching Electronic Sources 
Databases 
Plagiarism and Cheating 
Citation Formats 
Elements Necessary in Any Citation Format 
Conclusion 
Activities

CHAPTER 10: Audience Analysis and Delivery Dynamics
Introduction 
Audience Analysis 
Situational Analysis 
The Audience 
Demographic Audience Analysis 
What Now? 
Delivery Dynamics 
Methods of Delivery 
The Speaker 
Anxiety 
Practice, Practice, Practice . . . 
Bringing the Words to Life 
Audience Questions 
Conclusion 
Questions 
Activities 
References

CHAPTER 11: Presentation Development 
Introduction 
Choosing a Topic 
Why Are You Speaking? 
General Purpose 
Specific Purpose 
Organizing the Speech 
The Introduction 
The Body 
Sample Informative Speech Outline in Topical Order
Sample Persuasive Speech Outline Format in Problem–Solution Order 
Monroe’s Motivated Sequence 
Connectives 
Supporting Material 
Citing Sources 
Putting It Together 
Business Presentations
Conclusion 
Questions 
Activities 
References

CHAPTER 12: Informative, Persuasive, and Special Occasion Business Presentations 
Introduction 
Informative Presentations 
The Goals and Strategies of Informative Presentations 
Categories of Informative Presentations 
Guidelines for Great Informative Presentations 
Differences in Public Versus Business Speaking 
Five Basic Types of Business and Professional Presentations 
Delivering the Business Presentation 
Persuasive Presentations 
Context 
Why Study Persuasion? 
Common Criticisms of Studying Persuasion 
What Exactly Is Persuasion? 
Persuasion, Propaganda, and Indoctrination
Goals of Persuasive Speeches 
Aristotle on Persuasion 
Logos = Logic 
Pathos = Emotion 
Ethos = Character 
Modern Approaches to Persuasion 
Structuring and Ordering Persuasive Messages 
Three Types of Organizational Patterns for Persuasive Speeches 
Special Occasion Presentations
Welcome Speeches 
Speeches of Introduction
Award Acceptances 
Award Presentations
Toasts
Toasting Etiquette
Conclusion 
Questions 
Activities 
References 

Index

Pamela Davis Hopkins

Pamela D. Hopkins (PhD, East Carolina University; MA, Penn State) is the Director of the Speech Communication Center at East Carolina University. Dr. Hopkins works with students, faculty members, staff members, alumni, and area residents who need help with organizingand delivering effective presentations, managing speaking anxiety, and  developing professional communication skills. Her research focuses on improving communication skills between clinical team members in health care facilities. Her work has been published in the Medical Group Management Association (MGMA) Journal. She is a member of the National Communication Association.

Holly J Payne

Holly J. Payne (PhD, Communication, University of Kentucky) is a Professor in the Department of Communication at Western Kentucky University. Her research focuses on dissent expression, communication competence, organizational identification, and school crisis communication. Her work in this area is published in outlets such as Communication Studies, Computers in Human Interaction, Communication Research Reports, and the International Journal of Business Communication.

Patric Spence

Patric R. Spence (PhD, Wayne State University) is a Professor in the Nicholson School of Communication and Media at the University of Central Florida. He is also affiliated with the Communication and Social Robotics Labs and the Center for Rebuilding Sustainable Communities after Disasters. He is the current editor of Communication Studies. His research focuses on communication during crises and other extreme events, communication of risk, social media and social robots. His research has appeared in outlets such as Computers in Human Behavior, Journal of Applied Communication Research, Communication Theory, and Risk Analysis.