Business and Professional Communication

465 Pages·2013·15.438 MB·English

by  Steven A. Beebe - Timothy P. Mottet

Why Do You Need This New Edition?
This comprehensive business business leaders. These narratives are followed by provocative
Leading Questions to give students something to ponder and look
communication text focuses on core
for as they read the chapter. In addition to other study aids—such
principles and skills with an e mphasis as learning objectives, internal “Recap” summaries, and a running
marginal glossary—this edition includes new chapter Wrap-Ups,
on leadership for today’s global
which review key concepts, and The Principle Points sections,
workplace. Here are six good r easons which summarize the five communication principles as they apply to
chapter content.
to buy this new edition:
4. Numerous New Examples and Boxes Throughout. Figures,
cartoons, examples, and boxes have been replaced and updated
1. Increased Emphasis on Leadership. The new edition builds on
throughout to reflect technological trends and key developments. In
the popular leadership theme introduced in the first edition, expand-
addition, Communication Ethics @ Work boxes offer a penetrat-
ing the discussion and application of leadership in every chapter–
ing look at recent events such as David Letterman’s “office romance”
with an emphasis on how effective communication skills can enhance
or the recent issues surrounding Greg Mortensen’s alleged fabrication
one’s ability to lead and influence others. The leadership focus is
of information related to his foundation and fundraising efforts to
further developed by new chapter-opening scenarios that profile
build schools in Pakistan and Afghanistan.
successful real-world business leaders, and with new boxes called
5. Updated and Expanded Research Base. This edition expands
Leaders on Leadership, which provide practical advice and insights
the contemporary research base in communication studies and
from contemporary business leaders.
related fields, including new findings related to generational differ-
2. Stronger Emphasis on Technology. The new edition includes new
ences in the workplace.
and expanded discussions of the impact of new communication tech-
6. Streamlined Coverage. Recognizing the need to keep the book
nology on the global workplace. New Communication for a Digital
at a manageable length while still capturing the changing world of
Age boxes further extend the t echnology coverage by describing tech-
communication in the global workplace, we have made every effort to
nological tools and how to apply them in the w orkplace.
streamline the text, removing outdated and redundant information.
3. New Pedagogical Aids to Enhance Learning. This edition
The result is a more concise text.
introduces expanded chapter-opening scenarios profiling s uccessful
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Business and
Professional
Communication
Principles and Skills
for Leadership
Second Edition
Steven A. Beebe
Texas State University—San Marcos
Timothy P. Mottet
Texas State University—San Marcos
Boston Columbus Indianapolis New York San Francisco Upper Saddle River
Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montréal Toronto
Delhi Mexico City São Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo
dedicated to
Sue Beebe
—SAB
Rick Gonzalez
—TPM
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Library of Congress Cataloging-in-Publication Data
Beebe, Steven A.
Business and professional communication : principles and skills for
leadership / Steven A. Beebe, Timothy P. Mottet. — 2nd ed.
p. cm.
Includes bibliographical references and index.
ISBN 978-0-205-02899-3 (alk. paper)
1. Communication in management. 2. Business communication.
3. Leadership. 4. Communication. I. Mottet, Timothy P. II. Title.
HD30.3.B42 2013
658.4’5 —dc23
2011047398
10 9 8 7 6 5 4 3 2 1—DOC—14 13 12 11
ISBN 0-205-02899-3
www.pearsonhighered.com ISBN 978-0-205-02899-3
Brief Contents
PART I Communication Principles for Leadership
Chapter 1 Communicating and Leading at Work 1
Chapter 2 Being Aware of Self and Others 26
Chapter 3 Using Verbal and Nonverbal Messages 47
Chapter 4 Listening and Responding 71
Chapter 5 Adapting to Differences 94
PART II Relationship Skills
Chapter 6 Relating to Others at Work 120
Chapter 7 Interviewing Principles and Skills 147
Chapter 8 Interview Types 171
PART III Collaboration Skills
Chapter 9 Collaborating in Teams 199
Chapter 10 Enhancing Team Meetings 227
PART IV Presentation and Writing Skills
Chapter 11 Developing Your Professional Presentation 255
Chapter 12 Delivering Professional Presentations 295
Chapter 13 Achieving Your Presentation Goals:
Informing, Persuading, and Relating 325
Chapter 14 Writing for Business 358
Appendix Managing Time: Managing Communication 382
Detailed Contents
vi
Preface xix
PART I Communication Principles for Leadership
CHAPTER 1 CommunicatingandLeadingatWork.....................1
Communication and Leadership.....................................................2
Communication and You.........................................................................3
Leadership and You...................................................................................4
Communication: Making Sense and Sharing Sense....................4
The Nature of Communication................................................................4
Leaders on Leadership: The Leadership-Communication Link...................5
The Components of Communication.....................................................6
Leadership: Influencing Others Through Communication.......8
Leading Versus Managing........................................................................9
Leading Versus Following......................................................................10
Leadership Approaches..........................................................................11
Leading Others: Applying Communication
Principles at Work............................................................................16
Principle One: Leaders Are Aware of Their Communication with
Themselves and Others...........................................................................17
Principle Two: Effectively Use and Interpret
Verbal Messages.......................................................................................17
Principle Three: Effectively Use and Interpret
Nonverbal Messages................................................................................18
Principle Four: Listen and Respond Thoughtfully to Others............18
Principle Five: Appropriately Adapt Messages to Others...................18
Communication Ethics @ Work: What’s Your Ethics Credo?.......................19
Leading Others: Applying Communication
Skills at Work.....................................................................................19
Relating to Others: Interpersonal Communication............................20
Communication Skills for aDigital Age: Matching
Your Media to Your Message........................................................................21
Collaborating with Others: Team Communication............................22
Presenting to Others: Public Communication....................................23
Wrap-Up......................................................................................................23
Reviewing Key Terms.............................................................................24
The Principle Points................................................................................24
Applying Your Skills................................................................................25
vii
Detailed Contents
CHAPTER 2 Being Aware of Self and Others................................26
Be Aware of Social Styles.................................................................28
Communication Skillsfor aDigital Age: Using Technology
Appropriately When Communicating with Others....................................29
Identifying Your Social Style..................................................................29
Identifying Others’ Social Styles............................................................32
Adapting to Social Styles........................................................................33
Be Aware of How to Motivate Others................................................34
Using the Classical Approach................................................................34
Using the Human Relations Approach.................................................35
Using the Human Resources Approach................................................36
Be Aware of Organizational Culture.................................................38
Understanding Organizational Culture................................................38
Leaders on Leadership: Being Aware of How Others See Us.....................41
Using Organizational Culture to Lead..................................................41
Be Aware of Ethical Leadership Challenges...................................42
Managing the Challenge of Deceit........................................................42
Communication Ethics @ Work: Self-Assess Your Ethics............................43
Managing the Challenge of Responsibility...........................................43
Managing the Challenge of Consistency..............................................44
Wrap-Up......................................................................................................44
Reviewing Key Terms.............................................................................45
The Principle Points................................................................................45
Applying Your Skills................................................................................46
CHAPTER 3 Using Verbal and Nonverbal Messages.................47
Communicating Clear Verbal Messages..........................................49
Use Concrete Messages...........................................................................49
Use Concise Messages.............................................................................51
Use Relevant Messages............................................................................51
Communication Skillsfor aDigital Age:
The What, Why, and How of Microblogging...............................................52
Communicating Supportive Verbal Messages...............................53
Use Descriptive “I” Language Rather Than Evaluative
“You” Language........................................................................................53
Solve Problems Rather Than Control Others......................................54
Be Genuine Rather Than Manipulative................................................54
Empathize Rather Than Detach from Others......................................54
viii
Detailed Contents
Be Flexible Rather Than Rigid...............................................................55
Present Yourself as Equal Rather Than as Superior............................55
Communicating with Text Messages.................................................55
Understanding Nonverbal Messages.................................................56
Characteristics of Nonverbal Communication....................................57
Using and Interpreting Nonverbal Messages.................................59
Physical Appearance...............................................................................59
Voice..........................................................................................................61
Gestures and Body Movement...............................................................61
Facial Expression and Eye Contact.......................................................62
Leaders on Leadership: Communicate Verbally
and Nonverbally with Clarity........................................................................63
Space..........................................................................................................63
Time..........................................................................................................64
Touch.........................................................................................................64
Physical Environment.............................................................................65
Managing Sexually Harassing Messages at Work.........................65
Experiencing Sexual Harassment..........................................................65
Avoiding Sexual Harassment.................................................................66
Communication Ethics @ Work: Apple Investors’ Interests Versus
Steve Jobs’ Health: Where Should the Lines Have Been Drawn?..............67
Wrap-Up......................................................................................................68
Reviewing Key Terms.............................................................................68
The Principle Points................................................................................69
Applying Your Skills................................................................................69
CHAPTER 4 Listening and Responding..........................................71
Listening Effectively to Others............................................................74
Stop: Turn Off Competing Messages....................................................75
Look: Listen with Your Eyes...................................................................76
Listen: Understand Both Major Ideas and Details..............................77
Communication Ethics @ Work: Do We Hold Leaders
Accountable for Their Ineffective Listening? .............................................77
Communication Skillsfor aDigital Age:
Listening to Your Social Media.....................................................................82
Responding Effectively to Others.......................................................82
Responding with Verbal Messages........................................................83
Responding with Nonverbal Messages.................................................83
ix
Detailed Contents
Responding with Empathic Messages...................................................84
Responding to Gender and Cultural Differences................................86
Leaders on Leadership: Listen Up................................................................86
Helping Others Listen Effectively to You.........................................87
Helping Others Select Your Messages...................................................87
Helping Others Attend to Your Messages............................................87
Helping Others Understand Your Messages........................................88
Helping Others Remember Your Messages..........................................89
Helping Others Respond to Your Messages.........................................89
Wrap-Up......................................................................................................91
Reviewing Key Terms.............................................................................92
The Principle Points................................................................................92
Applying Your Skills................................................................................93
CHAPTER 5 Adapting to Differences...............................................94
Adapting to Personality Differences..................................................96
Willingness to Communicate................................................................97
Communication Apprehension.............................................................99
Argumentativeness...............................................................................101
Leaders on Leadership: The Power of Perspective..................................103
Adapting to Cultural Differences.....................................................104
Cultural Values......................................................................................105
Communication Skillsfor aDigital Age: Making Organizational
Websites Culturally Friendly......................................................................106
Strategies for Adapting........................................................................108
Adapting to Gender Differences.......................................................110
Powerful and Powerless Language.....................................................110
Conversational Rituals.........................................................................111
Strategies for Adapting........................................................................113
Adapting to Generational Differences............................................114
Understanding Generation Y..............................................................114
Strategies for Adapting........................................................................115
Wrap-Up....................................................................................................116
Reviewing Key Terms..........................................................................117
The Principle Points.............................................................................117
Applying Your Skills.............................................................................118