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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.
About the Authors
SECTION I Competencies for Communicating at Work and to Stakeholders
CHAPTER 1: Business Globalization and Technology in the Workplace
Technology and Communication in the Workplace
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
Individualism and Collectivism
Long-Term and Short-Term Orientation
Other Cultural Considerations
High- and Low-Context Language
Tips for Dealing With Language Barriers
Information Communication & Technology in the Workplace
CHAPTER 2: Interpersonal Communication Skills at Work
Defining Interpersonal Communication
Types of Workplace Relationships
Dealing With Conflict
Giving and Receiving Constructive Feedback
Developing Supportive Communication Climates
Messages of Equality
ICT and Interpersonal Communication at Work
CHAPTER 3: Working in Small Groups
Defining and Understanding Small Groups
Collection of People
Advantages and Disadvantages of Group Work
Advantages of Group Work
Disadvantages of Group Work
Myths Surrounding the Small Group
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
CHAPTER 4: Communicating During Crises: Suggestions for Business and Professional Communication in Uncertain Circumstances
Stages of the Crisis Life Cycle
Theoretical Approaches Through the Crisis Life Cycle
Image Repair Theory
The IDEA Model
Other Suggestions of Crisis Response
Using Social Media Throughout the Crisis Life Cycle
SECTION II Professional Competencies
CHAPTER 5: Verbal and Nonverbal Communication
Tips for Successful Communication
Some Things to Know About Nonverbal Communication
Types of Nonverbal Communication
Listening and Creating Meaning
Improving Your Listening Skills
Active Listening: Relaying Theory Into Practice
CHAPTER 6: Working With Text: Writing for Business and Professional Communication
The Writing Process: Establishing Your Credibility Through the Keyboard
The Writing Process: Seven Basic Steps
Style, Voice, Grammar, and Usage
Grammar and Usage
Business and Professional Writing: Considering the Context
How to Write Memos and Email
Email and Security
CHAPTER 7: Resume Building and Social Media Strategies
ICT Literacy and the Job Search
Think About Who You Are and Think About Your Goals
Wow, I’ve Done a Lot!
Time to Write
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
CHAPTER 8: Interviewing: Processes and Best Practices
ICT Literacy and Interviews
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
SECTION III Presentation Competencies
CHAPTER 9: Information-Seeking and Research Skills
What Kind of Research Do I Need to Do?
Organization of Information
Organization on the Web
Searching Electronic Sources
Plagiarism and Cheating
Elements Necessary in Any Citation Format
CHAPTER 10: Audience Analysis and Delivery Dynamics
Demographic Audience Analysis
Methods of Delivery
Practice, Practice, Practice . . .
Bringing the Words to Life
CHAPTER 11: Presentation Development
Choosing a Topic
Why Are You Speaking?
Organizing the Speech
Sample Informative Speech Outline in Topical Order
Sample Persuasive Speech Outline Format in Problem–Solution Order
Monroe’s Motivated Sequence
Putting It Together
CHAPTER 12: Informative, Persuasive, and Special Occasion Business 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
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
Speeches of Introduction
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 (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 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.