Communicating in the Workplace Thomas Cheesebro Waukesha County Technical Coi Linda O'Connor Waukesha County Technical Col Francisco Rios University of Wyoming,- ' '
Preface Credits Chapter 1 Chapter 2 Communication Concepts Communication Is Important Communication Defined Communication Process Model Sender/Receiver 6 Encoding Message 7 Channel 7 Communication Principles 6 Decoding Feedback 7 Communication occurs within a context 8 Communication is unavoidable 10 Communication occurs at different levels 11 Communication requires ethical choices 25 Communication has its limitations 15 Communication Barriers Noise 17 Gaps 19 Communication and Technology Assignment 1.1: Communication Process Model Assignment 1.2: Feedback Exercise Assignment 1.3: Communication Tips Presentation Assignment 1.4: Personal Experience Talk Assignment 1.5: Communication Self-Assessment Assignment 1.6: Case Study: Ethical Dilemma Perception Perception Is Important Perception Defined A Perception Model Perception Processes and Concepts Sharpening Your Perceptions Checking perceptions 42 Learning conversations 43 Perception and Technology 7 XV xxi 2 3 5 5 16 19 22 22 22 23 23 23 24 24 24 26 26 28 28 29 33 34 37 41 45 48 vii
Viii Contents 48 48 49 Assignment 2.1: Self-Perception Exercise 49 Assignment 2.2: Others' Perception of You 50 Assignment 2.3: Fact-Opinion Confusion Exercises 50 Assignment 2.4: Perception Checking Skills 51 Assignment 2.5: Learning Conversation 51 Assignment 2.6: Case Study: Critical Media Literacy 52 52 Chapter 3 Cultural Diversity 54 54 Diversity Is Important 55 Picture Intercultural Communication 57 Cross-Cultural Communication Principles 58 Cross-Cultural Communication Differences 60 Cross-Cultural Communication Barriers 62 Cross-Cultural Communication Tools 63 Overcome personal biases 63 Relate culture to communication 66 Empathize with those for whom English is not their first language 67 Recognize your own privileges 68 Develop cross-cultural competence 69 Diversity and Technology 70 72 72 72 73 Assignment 3.1: Intercultural Personality Profile 73 Assignment 3.2: Making Intercultural Contact: Show and Tell 73 Assignment 3.3: Making Intercultural Contact: Article Search 74 Assignment 3.4: Making Intercultural Contact: Interview 74 Assignment 3.5: Case Study: Confronting Bias and Discrimination 75 75 Chapter 4 Language Language Is Important Language Defined Principles of Verbal Communication Guidelines for Effective Verbal Communication Be willing to share 86 Use specific language 87 78 78 79 82 84 86
ix Nonverbal Communication Defined 87 Principles of Nonverbal Communication 88 Types of Nonverbal Communication 90 Guidelines for Effective Nonverbal Communication 92 Language and Technology 93 95 95 95 96 Assignment 4.1: Figurative Language 96 Assignment 4.2: Connotation in Language 96 Assignment 4.3: Specific Versus General Language 96 Assignment 4.4: Abstraction Ladders 97 Assignment 4.5: Nonverbal Charades 97 Assignment 4.6: Nonverbal Intercultural Differences 98 Assignment 4.7: Nonverbal Communication Articles Review 98 Assignment 4.8: Case Study: Stanton's Report 99 100 Chapter 5 Listening and Responding 102 102 Listening Is Important 103 Listening Is a Process 105 Listening Principles 106 Listening is learned 106 Listening is active 107 Listening occurs faster than speech 108 Listening requires emotional control 108 Listening Skills: At School, at Work, at Home 110 Listening at school 110 Listening at work 113 Listening at home 116 Responding Skills 118 Using the Response Styles 120 123 123 123 123 Assignment 5.1: Listening Self-Assessment 123 Assignment 5.2: Listening Skills Test 124 Assignment 5.3: Listening Reports 125 Assignment 5.4: Response Styles Questionnaire 125 Assignment 5.5: Response Styles Practice 127 Assignment 5.6: Case Study: Listening Tips 128 128
Chapter 6 Chapter 7 Interpersonal Relationship Skills Interpersonal Relationships Are Important Supportive and Defensive Relationships Developing an Assertive Style Be assertive 135 Four-Part Assertion Messages Behavior descriptions 140 Feeling messages 141 Consequence statements 144 Request statements 145 Sending Four-Part Assertion Messages Assignment 6.1: Behavior Descriptions Assignment 6.2: Feeling Messages Assignment 6.3: Consequence Statements Assignment 6.4: Request Statements Assignment 6.5: Four-Part Assertion Message Self-Assessment Assignment 6.6: Four-Part Assertion Messages Practice. Assignment 6.7: When to Use Four-Part Assertion Messages Assignment 6.8: Case Study: Personal Application Conflict Resolution Conflict Is Important Conflict Types Conflict Management Styles Conflict Strategy Guidelines Responding to Criticism Fogging 166 Negative assertion 167 Negative inquiry 167 Key Words and Concepts Assignment 7.1: Determine Conflict Styles Assignment 7.1: (Continued) Conflict Questionaire Score Sheet Assignment 7.2: Managing Conflict Self-Assessment Assignment 7.3: Make a Prediction Assignment 7.4: Conflict Resolution Role-Playing Assignment 7.5: Responding to Criticism Assignment 7.6: Case Study: Talk It Out 130 130 131 132 135 139 146 149 150 151 152 152 153 154 155 156 156 157 159 162 164 166 168 168 168 169 169 169 170 172 173 173 174 174
xi Chapter 8 Teamwork Teamwork Is Important Benefits of Teams Analysis of Effective Teams Stages of Team Development Positive Participation Skills Organize the Team Member and Leader Responsibilities Problem-Solving Skills Share Team Results Assignment 8.1: Participation Style Self-Analysis Assignment 8.2: Self-Analysis of Teamwork Assignment 8.3: Interview a Work Team Assignment 8.4: Team Article Review Assignment 8.5: Case Study: A Problem-Solving Exercise 176 176 177 179 180 182 183 185 187 190 192 194 194 194 195 195 196 197 197 198 198 Chapter 9 Preparing the Informative Presentation 200 200 Informative Presentations Are Important 201 Types of Informative Presentations 203 Tools/mechanisms 203 Processes or procedures 204 Incidents 205 Ideas 205 Analyzing the Audience 206 Determining the Specific Purpose 207 Formulating the Central Idea 208 211 211 211 211 Assignment 9.1: Brainstorming Topics 211 Assignment 9.2: Map Your Topic 212 Assignment 9.3: Audience Analysis 212 Assignment 9.4: Specific Purpose Statements 213 Assignment 9.5: Writing Central Ideas 213 Assignment 9.6: The Informative Speech 214 Assignment 9.7: Case Study: Toastmasters 214 214
: xm Contents Chapter 10 Organizing Informative Outlines 216 v, Developing Main Points Identify the Main Points 217 Selecting a Pattern of Organization Chronological 219 Topical 219 Spatial 220 Creating the Outline The introduction 220 The body 223 The conclusion 224 Assignment 10.1: Develop Main Points Assignment 10.2: Scrambled Outlines Assignment 10.3: Group Practice Outlines Assignment 10.4: Informative Outline Draft Assignment 10.5: Case Study: Vital Speeches 216 217 219 220 226 227 227 228 228 Chapter 11 Chapter 12 Verbal and Visual Supports 230 Tvoes of Verbal Suooorts 230 231 Explanations 232 Examples 232 Statistics 232 Stories 233 Testimonies 235 Comparisons 235 Types of Visual Supports 237 Objects or models 237 Charts or graphs 237 Lists or tables 238 Photographs or diagrams 238 Guidelines for Effective Visual Supports 239 Visual Supports and Technology 240 241 241 241 241 Assignment 11.1: Recognizing Supports 241 Assignment 11.2: One-Point Speech 243 Assignment 11.3: Case Study: The Persuasive Ad 243 243 Gathering Information 244 244 Sources of Information 245 Print Sources 245 Electronic sources 247 Recording Information 249
xiii Listing Your Sources 250 Avoiding Plagiarism 252 253 253 253 253 Assignment 12.1: Find Your Sources 253 Assignment 12.2: Evaluate Your Information 253 Assignment 12.3: List Your Sources 254 Assignment 12.4: Case Study: Trivial Pursuit 254 254 Chapter 13 Delivering Presentations 256 256 Delivery Is Important 257 Coping with Speaker Anxiety 258 Delivery Styles 260 Manuscript 260 Memorized 261 Extemporaneous 261 Impromptu 261 Practice Delivery 261 Vocal Elements of Delivery 265 Nonverbal Elements of Delivery 268 271 271 271 ' 272 Assignment 13.1: Reduce Speaker Anxiety 272 Assignment 13.2: Famous Speech Analysis 272 Assignment 13.3: Videotape Rehearsal 272 Assignment 13.4: Case Study: Managing Speaker Anxiety 272 273 Chapter 14 Persuasive Speaking 274 274 Persuasion Is Important 275 Types of Persuasive Presentations 279 Elements of Persuasion 280 Logos 280 Pathos 281 Ethos 282 Strategies for Persuasive Presentations 283 Patterns of Organization 284 Monroe's motivated sequence 284 Advantages-disadvantages 288 Cause-effect 289 290
i xiv Contents Chapter 15 Assignment 14.1: Ad Analysis Assignment 14.2: Logical Fallacy Identification Assignment 14.3: Practice Outlines Assignment 14.4: Persuasive Speech Analysis Assignment 14.5: The Persuasive Speech Assignment 14.6: Case Study: Persuasive Posting Interviewing Skills Interviewing Is Important Prepare for the Employment Interview Interview Questions Commonly asked job interview questions 298 Behavior-based questions 299 Illegal questions Participate in Your Interview Time for success 303 Dress for success 303 Respond for success 304 Follow Up After Your Interview Follow-up letter format 306 Sample follow-up letters 307 Review Your Interview Phone Interviews Assignment 15.1: Employment Interview Assignment Assignment 15.2: Follow-up Letter Assignment Assignment 15.3: Case Study: Jobhuntersbible.com 301 290 292 292 293 293 294 294 295 296 298 303 306 309 309 311 311 311 312 312 314 314 Index 315