I. An Introduction to Communication in Organizations
1. Communication in Organizations
The Interactive Communication Process
Reasons for Communication Failure
Understanding Organizational Communication
Practicing Business Communication: IKEA
Ethical Issues: Are You Being Watched?
2. The Model of Strategic Communication
A Model for Communication in the Information Age
Situational Knowledge: The Context of Organizational Communication
Goal Setting for Organizational Communication
Communication Competence
Anxiety Management
Practicing Business Communication: FedEx Corporation
3. Diversity in Business and the Professions
The Issues of Diversity
Communication Between Diverse People
Situational Knowledge: Understanding Your Perspectives
Communication Competence: Personality Traits
AnxietyManagement: Resolving Cultural Conflict
Legal Guidelines and Diversity
Ethical Issues: Honoring Religious Practices
II. Basic Communication Skills
4. Listening Skills
Listening in Your Career
Hearing Versus Listening
The Role of Perception
Goal Setting for Interactive Listening
Situational Knowledge: Preparing for Interactive Listening
Communication Competence: Interactive Listening
Anxiety Management
Evaluating Your Listening
Practicing Business Communication: United Psychiatric Group
Ethical Issues: Ethical Listening Situations
5. Verbal and Nonverbal Skills
Goal Setting for Effective Messages
Situational Knowledge: Personal and Environmental Factors
Communication Competence: Verbal and Nonverbal Skills
Anxiety Management
Message Strategies
Ethical Issues: Touching in the Workplace
Practicing Business Communication: Communication Media
6. Leadership and Management Skills
What Does a Leader Do?
Management Theory
Leadership Theories
Leadership Versus Management
Goal Setting: Managing the Present and the Future
Situational Knowledge: The Foundation of Strategic Leadership
Communication Competence: Demonstrating Leadership Skills
Anxiety Management
Practicing Business Communication: United Negro College Fund
Ethical Issues: Leadership Using Fear
III. Interpersonal Communication Strategies
7. Work Relationships
Manager-Employee Relationships
Coworker Relationships
Mentoring Relationships
Romantic Relationships in the Workplace
Sexual Harassment
Employee-Customer Relationships
Practicing Business Communication: Tom's of Maine
Ethical Issues: Nicole's Protégé
8. Principles of Interviewing
The Interview
Goal Setting: Dyadic Communication
Situational Knowledge: Structuring the Interview
Communication Competence: Asking Effective Questions
Responding and Providing Feedback
Anxiety Management: Interviewer and Interviewee
Ethical Issues: Handling Tricky Questions
9. Interviews in Business Settings
Employment Interviews: Introduction
Employment Interviews: The Interviewer
Employment Interviews: The Interviewee
Appraisal Interviews
Disciplinary Interviews
Media Interviews
Ethical Issues: The Dilemma of Knowing Too Much
Practicing Business Communication: Aegir Systems
IV. Group Communication Strategies
10. Fundamentals of Group Communication
What Is a Group?
Factors Influencing Group Communication
Factors Affecting Group Communication
Teleconferences and Videoconferences
Special Groups
Practicing Business Communication: Creative Communication Network
Ethical Issues: Ethical Qualities of Leaders
11. Meetings: Forums for Problem Solving
Goal-Setting: The Agenda
Situational Knowledge: Preparing for the Meeting
Situational Knowledge: Developing Critical Thinking Skills
Communication Competence: Problem Solving
Anxiety Management
Evaluating Group Effectiveness
Ethical Issues: Maintaining Ethics When Working Alone
Practicing Business Communication: Nokia Corporation
12. Negotiation and Conflict Management
Argumentativeness and Verbal Aggressiveness
Negotiation
Conflict Management
A Strategic Approach to Conflict
Practicing Business Communication: Tootsie Roll Industries, Inc.
Ethical Issues: To Tell, Or Not To Tell?
V. Public Presentation Strategies
13. Developing and Delivering Effective Presentations
Anxiety Management
Goal Setting: Identifying the Topic and the Purpose
Identifying the General and Specific Purposes of the Presentation
Situational Knowledge: Analyzing the Audience
Identifying and Researching Main Ideas
Providing Support for Ideas
Developing an Introduction and a Conclusion
The Outline: Basic Considerations
Communication Competence: Presenting the Message
Fielding Audience Questions
Practicing Business Communication: American Red Cross
Ethical Issues: Audience Challenge
14. Informative Presentations
The Range of Informative Presentations
Accumulation of Information
Functions of Informative Presentations
Organizing the Presentation
Typical Formats
Guidelines for a Successful Presentation
Situational Knowledge: Technology
Communication Competence: Camera Skills and Special Occasions
Anxiety Management: Practice and Knowledge
Ethical Issues: All Sides of the Issue
Practicing Business Communication: Best Western International, Inc.
15. Persuasive and Special Presentations
Functions of Persuasive Presentations
Persuasive Formats
Basic Resources for Persuasion
The Persuasion Process
Special Occasion Presentations
Ethical Issues: Vested Interests
