Customized Version of Competent Communication at Work: Strategies and Standards for Success Designed Specifically for Jennifer Fairchild at Eastern Kentucky University

Preface
Acknowledgments
About the Authors

SECTION I The Business and Professional Environment

CHAPTER 1: An Introduction to Business and Professional Communication Processes
Introduction
Importance of Communication in the Workplace
Communication Competence
A Model of the Communication Process in Organizations
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
Communication in the Workplace
The Changing Nature of Today’s Organizations
Information Communication & Technology in the Workplace
Conclusion
Activities
References

CHAPTER 2: 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
Mandatory Workplace Documents: Application Cover Letters, Job Acceptance Letters, and the Résumé/Curriculum Vitae
Conclusion
Activities
References

CHAPTER 3: 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
Good Listening Habits
Conclusion
Activities
References

SECTION II Social, Group, and Professional Competencies

CHAPTER 4: 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
Conclusion
Activities
References
Additional Sources

CHAPTER 5: 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
Additional Sources

CHAPTER 6: 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 Constructive Feedback
Developing Supportive Communication Climates
Descriptive Messages
Problem-Focused Messages
Spontaneous Messages
Empathetic Messages
Messages of Equality
Provisional Messages
Conclusion
Activities
References