Communicating for Results: A Guide for Business and the Professions

532 Pages·2017·9.825 MB·English

by  Cheryl M. Hamilton

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Cheryl Hamilton Tony L. Kroll
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CommuniCating
for results

COMMUNICATING
FOR RESULTS
A Guide for Business and the Professions
Eleventh Edition
Cheryl Hamilton
Tony L. Kroll
Australia ● Brazil ● Mexico ● Singapore ● United Kingdom ● United States
Communicating for Results: A Guide © 2018, 2014, 2011 Cengage Learning
for Business and the Professions,
Eleventh Edition
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Brief Contents
UNIT I UNDERSTANDING Analyze This Real-Life Case:Amazon: Hiring
COMMUNICATION Practices That Continue to “Raise the Bar”
IN THE WORKPLACE 194 ● Reflect and Respond 195
Analyze This Real-Life Case: Ethics Choices and
Communication Challenges 2 ● Reflect and CHAPTER 7 BASIC INFORMATION FOR
ALL TYPES OF INTERVIEWS,
Respond 3
197
CHAPTER 1 COMMUNICATION AND
ETHICS AT WORK: CHAPTER 8 THE EMPLOYMENT
WHAT SHOULD YOU INTERVIEW, 219
KNOW? 5
CHAPTER 9 SMALL-GROUP
CHAPTER 2 ORGANIZATIONS IN THE COMMUNICATION AND
WORKPLACE: WHICH ONES PROBLEM SOLVING, 251
FIT YOU BEST? 35
CHAPTER 10 PARTICIPATION AND
CHAPTER 3 HANDLING CONFLICT, LEADERSHIP IN TEAMS, 277
CULTURAL DIVERSITY, AND
RELATIONSHIPS, 63
UNIT IV POLISHING ORAL AND
WRITTEN COMMUNICATION
UNIT II PERSONALIZING IN THE WORKPLACE
COMMUNICATION IN THE
Analyze This Real-Life Case:Harry Markopolos:
WORKPLACE
Why Didn’t Anyone Heed His Warnings about
Analyze This Real-Life Case: An Engineer’s Madoff? 300 ● Reflect and Respond 301
Experience with Communication and Listening
102 ● Reflect and Respond 103 CHAPTER 11 INFORMATIVE
PRESENTATIONS: PLAN,
CHAPTER 4 EFFECTIVE LISTENING, 105 RESEARCH, ORGANIZE,
AND DELIVER, 303
CHAPTER 5 NONVERBAL
COMMUNICATION, 131 CHAPTER 12 VERBAL AND VISUAL
SUPPORTING MATERIALS,
339
CHAPTER 6 ANXIETY, TECHNOLOGY,
AND OTHER
COMMUNICATION CHAPTER 13 PERSUASIVE
OBSTACLES, 159 PRESENTATIONS:
INDIVIDUAL OR TEAM, 375
UNIT III MAXIMIZING
COMMUNICATION IN THE CHAPTER 14 WRITTEN
WORKPLACE COMMUNICATION, 411
v
To our many classroom, online, and seminar students for reading
the materials, trying out the activities, and making such excellent
suggestions. C.H. and T.L.K.
Contents
BRIEF CONTENTS, v CHAPTER 2 ORGANIZATIONS IN THE
ABOUTTHE AUTHOR, xiv WORKPLACE: WHICH ONES
FIT YOU BEST? 35
PREEEFFFAACCE, xv
Opening Thoughts, 36
ACKNOWLEDGEMENTS, xix
Organizations: Before You
Commit to a Job, What Should
UNIT I UNDERSTANDING
You Know?, 36
COMMUNICATION
Types of Organizations, 37
IN THE WORKPLACE
The TTTrraaddiittiioonnaall ((oorr CCllaassssiiccaall))
Analyze This Real-Life Case: Ethics Choices and Organization, 39
Communication Challenges 2 ● Reflect and The Human Relations
Respond 3 Organization, 43
The Human Resources
CHAPTER 1 COMMUNICATION AND Organization, 46
ETHICS AT WORK: WHAT Polishing Your Career Skills:
SHOULD YOU KNOW? 5 Which Type Organization Fits
Me Best? 50
Opening Thoughts, 6
The Systems/Contingency
Communication Defined, 6
Organization, 51
Models of Communication:
The TTTrraannssffoorrmmaattiioonnaall
An Overview, 8
Organization, 54
One-Way Model, 8
How Each Type Organization
Circular Model, 9
Uses Communication, 57
TTTrraannssaaccttiioonn Model, 9
How Organizations Coordinate
The Basic Transaction
People and Groups, 58
Model Expanded, 10
Collaborative Learning
Person AAA//PPeerrssoonn BB,, 1100
Activities, 61
Stimulus and Motivation, 10
Encoding and Decoding, 11
CHAPTER 3 HANDLING CONFLICT,
Frame of Reference, 11
CULTURAL DIVERSITY, AND
Code, 13
RELATIONSHIPS, 63
Channel, 15
Feedback, 17 Opening Thoughts, 64
Environment, 18 Handling Conflicts in the
Noise, 21 Workplace, 64
Polishing Your Career Skills: Conflict TTTyyppeess,, 6644
How Skilled a Communicator Conflict Strategies, 66
Are You? 22 Choosing the Best Conflict
How Communication Flows Strategies, 68
in Organizations, 22 Reaching Consensus in Conflict
Informal Communication, 23 Management, 69
Formal Communication, 25 Cultural Differences in the
Communication and Ethics, 27 Workplace, 71
Collaborative Learning
Activities, 33
vii
viii CONTENTS
Individualistic and Collectivistic Listening to Employees, 108
Cultures, 72 Listening to Supervisors, 110
High- and Low-Context Listening to Coworkers, 111
Cultures, 72 Signs of Poor Listening, 112
Monochronic and Polychronic Breaking the Chain of
Cultures, 74 Command, 113
Cultural Differences and Learning about Events
Conflict, 74 TTToooo Late, 113
Interpersonal Relationships in the Always Putting Out Fires, 113
Workplace, 75 Information Must Be
Keys to Building and Repeated, 114
Maintaining Relationships, 76 TTTaasskkss Given to Others, 114
Relationships and Styles in the Increase in Written
Workplace: An Overview, 80 Communication, 114
Communication Styles: What Increase in Poor
Are They?, 81 Listening Habits, 114
Important Tips on Using Barriers to Good Listening, 116
Communication Styles in the Physical Barriers, 116
Workplace, 88 Personal Barriers, 116
Becoming Flexible in Use of Gender Barriers, 117
Styles, 91 Age/Generational Barriers, 118
Communication Styles: Polishing Semantic Barriers, 121
YYYoouurr CCaarreeeerr Skills, 91 TTTeecchhnnoollooggyy BBaarrrriieerrss,, 112211
Polishing Your Career Skills: Listening Skills: Improvements
What Is Your Communication Lead to Payoffs, 122
Style? Survey Short Form, 92 Understanding the Stages of
Polishing Your Career Skills: Listening, 122
What Is Your Communication Improving YYYoouurr Listening—Key
Style? Survey Long Form, 92 Points, 126
Collaborative Learning Payoffs of Effective
Activities, 100 Listening, 127
Collaborative Learning
UNIT II PERSONALIZING Activities, 128
COMMUNICATION IN THE
WORKPLACE, 101 CHAPTER 5 NONVERBAL
COMMUNICATION, 131
Analyze This Real-Life Case: An Engineer’s
Experience with Communication and Listening Opening Thoughts, 132
102 ● Reflect and Respond 103 Nonverbal Communication:
Definition, Culture, and
CHAPTER 4 EFFECTIVE LISTENING, 105 Principles, 132
TTTeecchhnniiccaall Level, 133
Opening Thoughts, 106
Formal Level, 134
Effective Listening in the
Informal Level, 134
Workplace, 106
Types of Nonverbal
Polishing Your Career Skills:
Communication and
How Skilled a Listener Are
Their Effects on Business
You? 107
Communication, 135
Listening to Customers, 107