Brief Contents
Preface
1. Communication: How It Works
2. Communication Competence: A Model for Success
3. Power: The Inescapable Dynamic
4. Balancing Power: Communication Strategies Good and Bad
5. Communication Climate: Positively Critical
6. Listening: More Than Meets the Ear
7. Social Media and Interviewing: On Your Way to Work
8. Conflict Management: A Common Experience
9. The Nature of Groups: Working with Others
10. Competent Leadership: A Process More Than a Person
11. Work Teams: A Special Type of Group
12. Meetings: A Perpetual Challenge
13. Business Writing: Representing Yourself with Words
14. Developing and Organizing Business Presentations
15. Critical Thinking and Supporting Materials
16. Visual Aids and Delivery
Glossary
References
Credits
Index

Chapter 1: Communication: How It Works
COMMUNICATION MYTHS
Myth 1: More Communication Equals Better Communication
Myth #2: 93% of Message Meaning is Conveyed Nonverbally
Myth 3: Communication Is a Cure-All
DEFINING COMMUNICATION
Communication Is Transactional: Beyond Information Exchange
Communication Is a Process: The Continuous Flow
Communication Is Sharing Meaning: Making Sense
--Verbal Sharing: Telling It Like It Isn't
--Nonverbal Sharing: Wordless Challenges
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 2. Communication Competence Model
COMMUNICATION COMPETENCE MODEL
Appropriateness: Communication Is Audience-Centered
--Rules: Explicit and Implicit
--Rule Violations: Consequential Effects
Effectiveness: Achieving Goals
--Degrees of Effectiveness: From Deficiency to Proficiency
--We-Orientation: Audience-Centeredness
Achieving Communication Competence: Five Ways
--Knowledge: Learning the Rules
--Skill: Showing, Not Just Knowing
--Sensitivity: Receptive Accuracy
--Commitment: A Passion for Excellence
--Ethics: The Right and Wrong of Communication
CULTURE AND COMMUNICATION COMPETENCE
Individualism-Collectivism: The Prime Directive
--General Description: The Me-We Dimension
--Communication Differences: Direct Versus Indirect Styles
Cross-Cultural Guidelines: Quick Tips
BOX 2-1 Self-Assessment: Be Ye Individualist or Collectivist?
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEO

Chapter 3. Power: The Inescapable Dynamic
THE NATURE OF POWER
Forms of Power: Dominance, Prevention, and Empowerment
Communication Indicators of Power
--General Indicators: Defining, Following, and Inhibiting
--Verbal Indicators: Language Choices
--Nonverbal Indicators: Silent Exercise of Power
--Status Cues: Virtual Groups
Power Resources: Raw Materials of Influence
--Information: Good and Plenty
--Expertise: Information Plus Know-How
--Legitimate Authority: When to Comply and When to Defy
--Rewards and Punishments: What Works Best?
--Personal Qualities: A Powerful Persona
CONSEQUENCES OF POWER IMBALANCES
Sexual Harassment: When "Flirting" Is Hurting
Bias Against Women and Ethnic Minorities: Leadership Gap
Workplace Bullying: Verbal and Nonverbal Aggression
POWER-DISTANCE: CULTURAL VARIATION
General Description: Horizontal and Vertical Cultures
Communication Differences: With Whom May You Communicate?
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 4. Balancing Power: Communication Strategies Good and Bad
DOMINANCE-PREVENTION POWER STRUGGLES
Defiance: Digging in Your Heels
Resistance: Dragging Your Feet
--Minimum Effort: How Slow Can You Go?
--Strategic Stupidity: Smart People Acting Dumb
--Loss of Motor Function: Conscious Carelessness
--The Misunderstanding Mirage: Confusion Illusion
--Selective Amnesia: Fake Forgetfulness
--Tactical Tardiness: Late by Design
--Purposeful Procrastination: Deliberate Delays
EMPOWERMENT ENHANCEMENT
Developing Assertiveness: Confidence and Skill
BOX 4-1 Stand Up, Sit Down: An Exercise in Assertiveness
Forming Coalitions: Gaining Allies
Increasing Personal Power Resources: Expanding Choices
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 5. Communication Climate: Positively Critical
CREATING POSITIVE COMMUNICATION CLIMATES
The Negativity Bias: A Major Impediment
Emphasizing the Positive: The "Magic Ratio"
Offering Praise and Recognition: The Essential Building Blocks
Cultivating Collaboration: Working Together
Defensive and Supportive Communication: Shaping Climates
BOX 5-1 Self-Assessment: Reactions to Defensive and Supportive Communication
Criticism Versus Description
--Control Versus Problem Orientation
--Manipulation Versus Assertiveness
--Indifference Versus Empathy
--Superiority Versus Equality
--Certainty Versus Provisionalism
--Incivility Versus Civility
DEVELOPING TRUST: TOUGH TO GAIN, EASY TO LOSE
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 6. Listening: More Than Meets the Ear
THE LISTENING PROCESS
Hearing: Receiving Raw Data
Understanding: Shared Meaning
Remembering: Not an Easy Task
Interpreting: Message Perception
Evaluating: Separating Fact from Fiction
Responding: Giving Feedback
TYPES OF LISTENING
Discriminative Listening: Deciphering Speech Sounds
Comprehensive Listening: Understanding Messages
Informational Listening: Learning
Critical Listening: Analysis Not Criticism
Empathic Listening: Caring and Sharing
LISTENING PROBLEMS AND SOLUTIONS
Noise: Four Types
Unfocused Listening: Mindlessness and Multitasking
Pseudolistening: Faking It
Shift Response: Conversational Narcissism
Competitive Interrupting: Seizing the Floor
Ambushing: Preparing Rebuttals
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 7. Social Media and Interviewing: On Your Way to Work
ONLINE NETWORKING
LinkedIn: The Professional Social Network
Creating a Powerful LinkedIn Profile
--Compose a Compelling Headline
--Provide a Profile Picture: Don't Be Camera Shy
--Personalize Your URL: It's the Little Things
--Craft a Strong Summary: Tell Your Story
--Get Recommendations on the Spot
INTERVIEW PREPARATION
Researching the Company: Vision, Mission, and Values
Using the PREP Method: Matching Background to Company Values
KNOW YOUR VALUE: A SUBJECTIVE INVENTORY
INTERVIEW QUESTIONS: TWO TYPES
Behavioral Interview Questions
Situational Interview Questions
PEP TALK: CHECK YOUR MINDSET
THE INTERVIEW: SEVERAL FORMATS
One-on-One Interview
Screening Interview
Panel Interview
INTERVIEW FOLLOW-UP
Express Gratitude: Pen a Worthy Thank-you
Send a Follow-up Note: Remain Patient
Get Better: Seek Feedback
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 8. Conflict Management: A Common Experience
NATURE OF CONFLICT
Definition: Incompatible, Interconnected Struggle
Destructive or Constructive Conflict: Communication Differences
COMMUNICATION STYLES OF CONFLICT MANAGEMENT
Confrontation: Directly Addressing the Problem
Integration: Seeking Joint Gains
Smoothing: Calming Troubled Waters
Accommodating: Yielding
Compromising: Halving the Loaf
Avoiding: Withdrawing
Competing: Power-Forcing
SITUATIONAL FACTORS
Task Conflict: Routine or Nonroutine
Relationship Conflict: It's Personal
Values Conflict: Deeply Felt Struggles
Dealing with Difficult Co-workers: Bad Apple Spoilage
ANGER MANAGEMENT
Constructive and Destructive Anger: Intensity and Duration
Managing Your Anger at Work: Taking Control
Managing the Anger of Coworkers: Communication Jujitsu
VIRTUAL COMMUNICATION AND CONFLICT
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 9. The Nature of Groups: Working with Others
THE STRUCTURE OF GROUPS
Group Size: Influencing Structure
Groups Versus Organizations: Structural Differences
Task and Social Dimensions: Productivity and Cohesiveness
Norms: Rules Governing Group Behavior
--Types of Norms: Explicit and Implicit
--Conforming to Norms: Being Liked and Being Right
Roles: Expected Patterns of Behavior
Structured Problem Solving: Standard Agenda
--Problem Identification: What Is the Question?
--Problem Analysis: Doing the Research
--Solution Criteria: Setting Standards
--Solution Suggestions: Generating Alternatives
--Solution Evaluation and Selection: Deciding by Criteria
--Solution Implementation: Follow-Through
Decision Making Rules
--Majority Rule: Tyrannical or Practical
--Minority Rule: Several Types
--Unanimity Rule: Consensus
CREATIVE PROBLEM SOLVING
Conditions for Creativity: Preliminaries
Creative Communication Techniques: Systemic Procedures
--Brainstorming: Generating Lots of Ideas
--Nominal Group Technique: Limited Interaction
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 10. Competent Leadership: A Process More Than a Person
DEFINITION OF LEADERSHIP
Difference #1: Positional versus Interpersonal Influence
Difference #2: Maintaining versus Changing
Differences Not Categorically Exclusive: Matter of Emphasis
Leadership and Followership: Let's Dance
LEADER EMERGENCE
Two Phases of Emergence
Virtual Group Leader Emergence
Additional Factors: Implicit Theories of Leadership
COMPETENT LEADERSHIP PERSPECTIVES
Traits: Marginal Enlightenment
BOX 10-1 Self-Assessment: What Is Your Leadership Style Preference?
Situational Leadership: Be Agile
Servant Leadership: Ethical Necessity
Leadership Across Cultures: Few Universals
VIRTUAL GROUP LEADERSHIP
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 11. Work Teams: A Special Type of Group
DEFINITION OF A TEAM
TEAM MEMBER COMPOSITION
Team Builders: Diverse, Complementary Skill Sets
--Diversity: An Amalgamation
--Communication Training: Developing Members' Competence
Team Slayers: Bad Attitudes and Communication Behaviors
--Egocentrism: Me-Deep in Omnipotence
--Cynicism: Communicating a Can't-Do Attitude
--Abuse: Incompetent Communication That Kills Teams
BUILDING TEAMWORK
Developing Team Goals: The Four C's
--Clear Goals: Everyone on the Same Page
--Cooperative Goals: Interdependent Effort
--Challenging Goals: Denting the Universe
--Commitment to Goals: A Passion to Succeed
Developing a Team Identity: Unifying Members
--Symbolic Convergence: Communicating Fantasy Themes
--Solidarity Symbols: Unifying Creatively
--Team Talk: The Language of We?
Designating Roles: Beware of Duplication
Team Empowerment: Enhancing Members' Capabilities
--Definition of Empowerment: Four Dimensions
--Hierarchical Organizations: The Enemy of Team Empowerment
--Self-Managing Work Teams: The IDEO Model
--Leadership and Empowerment: Some Supervision Required
BOX 11-1 Typical Characteristics of Empowered Teams
Establishing Individual Accountability: Providing Feedback
VIRTUAL TEAMS
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 12. Meetings: A Perpetual Challenge
MEETING PREPARATION: A LEADER'S JOB
Clarify the Purpose: Avoid Aimlessness
Create an Effective Agenda: Simple Steps
Get There First: Remember Murphy's Law
CONDUCTING A MEETING
Begin on Time, End on Time: Punctuality is a Virtue
Communicate Ground Rules: Avoid Chaos
Stay on Track: Parking Lots, Jellyfish, and Perception Checks
Concluding Meetings: Do Not End with a Whimper
After the Meeting: Clean-up Time
PARTICIPATING IN A MEETING
Belong or Be Gone
Be Prepared: Don't Act Like a Potted Plant
WAIT: Avoid Stage Hogging
Be Attentive: Silence Can Be Golden
VIRTUAL MEETINGS
Pros and Cons: A Mixed Bag
Facilitating Virtual Meetings: New Challenges
Participating Virtually: Unusual Considerations
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 13. Business Writing: Representing Yourself with Words
WRITING VS. CONVERSING
THE CASE FOR WRITING WELL
The High Cost of Weak Writing Skill
Business Writing Is an Occupational Requirement
COMPETENT BUSINESS WRITING
Types: So Many Options
Audience Analysis: Good Writers Respect Their Readers
Write Well: Choose Your Words Wisely
Writing Pre-work: Step Away from the Keyboard
ANATOMY OF AN EMAIL
The Set-Up
The Body
--Opening: Consider Formality
--Lead with the Most important Information
--The Close
The Close
--Cultural Variations
CAREFUL COMPOSITION
Tone: Difficult Writing Challenge
--Tone and Texting
--Tone and Email
Spelling/Grammar 101
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 14. Developing and Organizing Business Presentations
ADDRESSING SPEECH ANXIETY
Causes: Dysfunctional Anxiety
--Catastrophic Thinking: Fear of Failure
--Perfectionist Thinking: No Mistakes Permitted
--The Illusion of Transparency: Being Nervous about Looking Nervous
--Novelty of the Speaking Situation: Fear of the Unknown
Strategies: Managing Anxiety
--Prepare and Practice: Novelty to Familiarity
--Gain Perspective: Rational Thinking
--Communication Orientation: Reframing
AUDIENCE ANALYSIS
Types of Audiences
--Captive Audience: Disengaged Listeners
--Committed Audience: Agreeable Listeners
--Contrary Audience: Hostile Listeners
--Concerned Audience: Eager Listeners
--Casual Audience: Unexpected Listeners
Audience Type and Persuasion
Audience Composition
--Age: Generation Gap
--Gender: The Importance of Inclusivity
--Ethnicity and Culture: Sensitivity to Diversity
--Group Size: It Makes a Difference
How to Analyze Your Audience
Other Considerations
ORGANIZATION
The Introduction: How to Begin
--Make a Clear Purpose Statement: Provide Intent
--Establish Topic Significance
--Establish Your Credibility
--Preview Your Main Points
The Body
--Organizational Patterns: Several Choices
--Transitions: Making Connections
The Conclusion
--The Speech Summary: Pulling It Together
--Call to Action: The Persuasive Finish
--Final Thought
Q&A: They Have Questions, You Have Answers
You're on Mute: Tips for Presenting Virtually
Hybrid Presentations: Upping the ante
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 15. Critical Thinking and Supporting Materials
EXAMPLES
Types of Examples
--Hypothetical Examples: It Could Happen
--Real Examples: It Did Happen
--Brief and Extended Examples: Timing and Impact
Making Examples Effective
--Use Relevant Examples: Stay on Point
--Choose Vivid Examples: Create Strong Images
--Stack Examples: When One Is Not Enough
STATISTICS
Make Statistical Comparisons: Gain Perspective
Use Statistics Sparingly: Don't Overwhelm
TESTIMONY
Testimony of Experts: Relying on Those in the Know
Testimony of Nonexperts: Ordinary Folks Adding Color to Events
Using Testimony Effectively: Beyond Quoting
--Quote or Paraphrase Accurately: Be Ethical
--Quote Experts Only in Their Field: No Generic Experts
EVALUATING SUPPORTING MATERIALS
Credibility: Is It Reliable and Valid?
--Biased Source: Something to Gain
--Incomplete Source Citation: Something to Hide?
Relevance: Does It Follow?
--Ad Hominem Fallacy: Diversionary Tactic
--Ad Populum Fallacy: Arguing from Popular Opinion
Sufficiency: Got Enough?
--Self-Selected Sample: Partisan Power
--Inadequate Sample: Large Margin of Error
--Hasty Generalization: Arguing from Example
--Correlation as Causation: How Related?
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 16. Visual Aids and Delivery
BECOMING VISUAL
Types of Visual Aids: Making Appropriate Choices
--Objects and Models: Keeping It Real
--Charts, graphs and diagrams: Delivering Data Visually
--Maps: Places and Processes
--Tables: Factual and Statistical Comparisons
--Photographs and Images: Very Visual Aids
Choosing Media: Showcasing Your Visual Aids
--Whiteboards and Flip Charts: Visual Aids On the Go
--Handouts: Information To-Go
--Video Excerpts: Visual Power
--Projection Options: Blowing It Up
--Computer-Assisted Presentations
--Slide Design: The Basics
--Pairing Visual Aids: The Power of Partnership
DELIVERING THE GOODS
Delivery Method: One Type Doesn't Fit All Occasions
--Manuscript Speaking: Prepared text
--Memorized Speaking: When a Manuscript Won't Do
--Impromptu Speaking: Off-the-Cuff Presentations
--Extemporaneous Speaking: A Conversational Combination
Developing Competent Delivery
--Eye Contact: Connecting with Your Audience
--Voice: Developing Vocal Variety
BOX 16-1: Voice Exercise
--Fluency: Avoiding Excessive Vocal Fillers
--Speaking Rate: Finding the Right Pace
--Articulation and Pronunciation: Striving for Clarity of Speech
--Physical Delivery: Finding the Right Balance Nonverbally
--Distracting Behaviors: Avoiding Interference
--Audience-Centered Delivery: Matching the Context
Delivery of Visual Aids
--Make Aids Visible
--Quality Over Quantity
--Get Out of the Way
--Put the Aid Out of Sight When Not in Use
--Practice With Aids
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS