Competent Communication at Work: Communication, Technology and Professional Practices
Edition: 5
Copyright: 2023
Edition: 5
Copyright: 2023
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New Fifth Edition Now Available!
Communication skills could mean the difference between triumph and failure in countless situations in one’s professional life.
Competent Communication at Work helps readers become effective and successful communicators via an array of channels through which they can establish their communication credibility in the workplace (written communication, presentations, speeches, interviews, and non-verbal messages). Through listening and audience analysis, the authors emphasize the importance of adaptability in creating effective and appropriate messages. In addition, the publication prepares readers for the constantly-evolving global market by explaining how globalization and technology have impacted communication in the business realm, and insight on how to successfully engage with diversity and intercultural differences.
The NEW fifth edition of Competent Communication at Work:
- Provides comprehensive coverage of the basic competencies of business communication.
- Integrates real-world examples and strategies that illustrate chapter concepts and help students apply them in their own work.
- Discusses the importance of digital literacy and technology use in different facets of professional life from interviewing to crisis communication.
- Incorporates a chapter on crisis communication emphasizing stages of crisis, message design, and use of social media.
Preface
Acknowledgments
About the Authors
SECTION I Competencies for Communicating at Work and to Stakeholders
CHAPTER 1: Business Globalization and Technology in the Workplace
Introduction
Technology and Communication in the Workplace
Communication Competence
Principles of Communication
Communication Is a Basic Human Need, but Effective Communication Is Not a Basic Human Ability
Communication Is Intentional and Unintentional
Communication Is Irreversible
Communication Is Contextual and Rule-Based
Communication Has Ethical Dimensions
Globalization, Automation, and the New Economy
Factors Influencing Globalization and Automation
Globalization, Culture, and Communication
Culture Defined
Power Distance
Uncertainty Avoidance
Individualism and Collectivism
Long-Term and Short-Term Orientation
Other Cultural Considerations
High- and Low-Context Language
Formality
Nonverbal Communication
Time Orientation
Tips for Dealing With Language Barriers
Information Communication & Technology in the Workplace
Conclusion
Activities
References
CHAPTER 2: Interpersonal Communication Skills at Work
Introduction
Defining Interpersonal Communication
Types of Workplace Relationships
Mixed-Status Relationships
Same-Status Relationships
Dealing With Conflict
Avoiding
Accommodating
Competing
Compromise
Collaboration
Negotiation
Giving and Receiving Constructive Feedback
Developing Supportive Communication Climates
Descriptive Messages
Problem-Focused Messages
Spontaneous Messages
Empathetic Messages
Messages of Equality
Provisional Messages
ICT and Interpersonal Communication at Work
Conclusion
Activities
References
CHAPTER 3: Working in Small Groups
Introduction
Defining and Understanding Small Groups
Collection of People
Interaction
Interdependence
Common Goal
Advantages and Disadvantages of Group Work
Advantages of Group Work
Disadvantages of Group Work
Myths Surrounding the Small Group
Team Building
Types of Teams
Phases of Small-Group Communication
Running and Participating in a Successful Meeting
Steps for Planning Successful Meetings
Chairing a Meeting
Effective Participation in a Meeting
ICT and Small Groups
Conclusion
Activities
References
Additional Sources
CHAPTER 4: Communicating During Crises: Suggestions for Business and Professional Communication in Uncertain Circumstances
Introduction
Crisis Classifications
Stages of the Crisis Life Cycle
Theoretical Approaches Through the Crisis Life Cycle
Exemplification Theory
Image Repair Theory
The IDEA Model
Other Suggestions of Crisis Response
Using Social Media Throughout the Crisis Life Cycle
Conclusion
Activities
References
SECTION II Professional Competencies
CHAPTER 5: Verbal and Nonverbal Communication
Introduction
Verbal Communication
Tips for Successful Communication
Nonverbal Communication
Some Things to Know About Nonverbal Communication
Types of Nonverbal Communication
Sexual Harassment
Listening and Creating Meaning
Improving Your Listening Skills
Active Listening: Relaying Theory Into Practice
Conclusion
Activities
References
CHAPTER 6: Working With Text: Writing for Business and Professional Communication
Introduction
The Writing Process: Establishing Your Credibility Through the Keyboard
The Writing Process: Seven Basic Steps
Style, Voice, Grammar, and Usage
Style
Voice
Grammar and Usage
Business and Professional Writing: Considering the Context
Audience Analysis
How to Write Memos and Email
Email and Security
AI-Assisted Writing
Conclusion
Activities
References
Additional Sources
CHAPTER 7: Resume Building and Social Media Strategies
Introduction
ICT Literacy and the Job Search
Resumes
Think About Who You Are and Think About Your Goals
Wow, I’ve Done a Lot!
Time to Write
Resume Formats
Resume Must-Haves
Resumes and the Applicant Tracking System
AI and Resumes
Don’t Forget Networking
Social Media and Networking: Considerations for the Pre-Employment Process
Social Media and Impression Management in the Job Search
Professional Networking Sites: Creating a Professional Profile
Conclusion
Activities
References
CHAPTER 8: Interviewing: Processes and Best Practices
Introduction
ICT Literacy and Interviews
Successful Interviewing
How Do You Prepare for an Interview?
What Do Employers Look for in Applicants?
“You Never Get a Second Chance to Make a First Impression”
Body Language Can Be Revealing
Researching Employers: “What in the World Am I Looking For?”
What Are They Going to Ask Me? Questions Asked by Employers
“So Do You Have Any Questions for Us?” Questions to Ask Them
What Is Behavioral Interviewing?
Quick Tips for a Positive Interview
The Night Before the Interview
After the Interview: Follow-Up Letters
Phone Interviews in the Pre-Employment Process
Conclusion
Activities
References
SECTION III Presentation Competencies
CHAPTER 9: Information-Seeking and Research Skills
Introduction
Information Organization
What Kind of Research Do I Need to Do?
Organization of Information
Classification Systems
Organization on the Web
Information Sources
Searching Electronic Sources
Databases
Plagiarism and Cheating
Citation Formats
Elements Necessary in Any Citation Format
Conclusion
Activities
CHAPTER 10: Audience Analysis and Delivery Dynamics
Introduction
Audience Analysis
Situational Analysis
The Audience
Demographic Audience Analysis
What Now?
Delivery Dynamics
Methods of Delivery
The Speaker
Anxiety
Practice, Practice, Practice . . .
Bringing the Words to Life
Audience Questions
Conclusion
Questions
Activities
References
CHAPTER 11: Presentation Development
Introduction
Choosing a Topic
Why Are You Speaking?
General Purpose
Specific Purpose
Organizing the Speech
The Introduction
The Body
Sample Informative Speech Outline in Topical Order
Sample Persuasive Speech Outline Format in Problem–Solution Order
Monroe’s Motivated Sequence
Connectives
Supporting Material
Citing Sources
Putting It Together
Business Presentations
Conclusion
Questions
Activities
References
CHAPTER 12: Informative, Persuasive, and Special Occasion Business Presentations
Introduction
Informative Presentations
The Goals and Strategies of Informative Presentations
Categories of Informative Presentations
Guidelines for Great Informative Presentations
Differences in Public Versus Business Speaking
Five Basic Types of Business and Professional Presentations
Delivering the Business Presentation
Persuasive Presentations
Context
Why Study Persuasion?
Common Criticisms of Studying Persuasion
What Exactly Is Persuasion?
Persuasion, Propaganda, and Indoctrination
Goals of Persuasive Speeches
Aristotle on Persuasion
Logos = Logic
Pathos = Emotion
Ethos = Character
Modern Approaches to Persuasion
Structuring and Ordering Persuasive Messages
Three Types of Organizational Patterns for Persuasive Speeches
Special Occasion Presentations
Welcome Speeches
Speeches of Introduction
Award Acceptances
Award Presentations
Toasts
Toasting Etiquette
Conclusion
Questions
Activities
References
Index
Pamela D. Hopkins (PhD, East Carolina University; MA, Penn State) is the Director of the Speech Communication Center at East Carolina University. Dr. Hopkins works with students, faculty members, staff members, alumni, and area residents who need help with organizingand delivering effective presentations, managing speaking anxiety, and developing professional communication skills. Her research focuses on improving communication skills between clinical team members in health care facilities. Her work has been published in the Medical Group Management Association (MGMA) Journal. She is a member of the National Communication Association.
Holly J. Payne (PhD, Communication, University of Kentucky) is a Professor in the Department of Communication at Western Kentucky University. Her research focuses on dissent expression, communication competence, organizational identification, and school crisis communication. Her work in this area is published in outlets such as Communication Studies, Computers in Human Interaction, Communication Research Reports, and the International Journal of Business Communication.
Patric R. Spence (PhD, Wayne State University) is a Professor in the Nicholson School of Communication and Media at the University of Central Florida. He is also affiliated with the Communication and Social Robotics Labs and the Center for Rebuilding Sustainable Communities after Disasters. He is the current editor of Communication Studies. His research focuses on communication during crises and other extreme events, communication of risk, social media and social robots. His research has appeared in outlets such as Computers in Human Behavior, Journal of Applied Communication Research, Communication Theory, and Risk Analysis.
New Fifth Edition Now Available!
Communication skills could mean the difference between triumph and failure in countless situations in one’s professional life.
Competent Communication at Work helps readers become effective and successful communicators via an array of channels through which they can establish their communication credibility in the workplace (written communication, presentations, speeches, interviews, and non-verbal messages). Through listening and audience analysis, the authors emphasize the importance of adaptability in creating effective and appropriate messages. In addition, the publication prepares readers for the constantly-evolving global market by explaining how globalization and technology have impacted communication in the business realm, and insight on how to successfully engage with diversity and intercultural differences.
The NEW fifth edition of Competent Communication at Work:
- Provides comprehensive coverage of the basic competencies of business communication.
- Integrates real-world examples and strategies that illustrate chapter concepts and help students apply them in their own work.
- Discusses the importance of digital literacy and technology use in different facets of professional life from interviewing to crisis communication.
- Incorporates a chapter on crisis communication emphasizing stages of crisis, message design, and use of social media.
Preface
Acknowledgments
About the Authors
SECTION I Competencies for Communicating at Work and to Stakeholders
CHAPTER 1: Business Globalization and Technology in the Workplace
Introduction
Technology and Communication in the Workplace
Communication Competence
Principles of Communication
Communication Is a Basic Human Need, but Effective Communication Is Not a Basic Human Ability
Communication Is Intentional and Unintentional
Communication Is Irreversible
Communication Is Contextual and Rule-Based
Communication Has Ethical Dimensions
Globalization, Automation, and the New Economy
Factors Influencing Globalization and Automation
Globalization, Culture, and Communication
Culture Defined
Power Distance
Uncertainty Avoidance
Individualism and Collectivism
Long-Term and Short-Term Orientation
Other Cultural Considerations
High- and Low-Context Language
Formality
Nonverbal Communication
Time Orientation
Tips for Dealing With Language Barriers
Information Communication & Technology in the Workplace
Conclusion
Activities
References
CHAPTER 2: Interpersonal Communication Skills at Work
Introduction
Defining Interpersonal Communication
Types of Workplace Relationships
Mixed-Status Relationships
Same-Status Relationships
Dealing With Conflict
Avoiding
Accommodating
Competing
Compromise
Collaboration
Negotiation
Giving and Receiving Constructive Feedback
Developing Supportive Communication Climates
Descriptive Messages
Problem-Focused Messages
Spontaneous Messages
Empathetic Messages
Messages of Equality
Provisional Messages
ICT and Interpersonal Communication at Work
Conclusion
Activities
References
CHAPTER 3: Working in Small Groups
Introduction
Defining and Understanding Small Groups
Collection of People
Interaction
Interdependence
Common Goal
Advantages and Disadvantages of Group Work
Advantages of Group Work
Disadvantages of Group Work
Myths Surrounding the Small Group
Team Building
Types of Teams
Phases of Small-Group Communication
Running and Participating in a Successful Meeting
Steps for Planning Successful Meetings
Chairing a Meeting
Effective Participation in a Meeting
ICT and Small Groups
Conclusion
Activities
References
Additional Sources
CHAPTER 4: Communicating During Crises: Suggestions for Business and Professional Communication in Uncertain Circumstances
Introduction
Crisis Classifications
Stages of the Crisis Life Cycle
Theoretical Approaches Through the Crisis Life Cycle
Exemplification Theory
Image Repair Theory
The IDEA Model
Other Suggestions of Crisis Response
Using Social Media Throughout the Crisis Life Cycle
Conclusion
Activities
References
SECTION II Professional Competencies
CHAPTER 5: Verbal and Nonverbal Communication
Introduction
Verbal Communication
Tips for Successful Communication
Nonverbal Communication
Some Things to Know About Nonverbal Communication
Types of Nonverbal Communication
Sexual Harassment
Listening and Creating Meaning
Improving Your Listening Skills
Active Listening: Relaying Theory Into Practice
Conclusion
Activities
References
CHAPTER 6: Working With Text: Writing for Business and Professional Communication
Introduction
The Writing Process: Establishing Your Credibility Through the Keyboard
The Writing Process: Seven Basic Steps
Style, Voice, Grammar, and Usage
Style
Voice
Grammar and Usage
Business and Professional Writing: Considering the Context
Audience Analysis
How to Write Memos and Email
Email and Security
AI-Assisted Writing
Conclusion
Activities
References
Additional Sources
CHAPTER 7: Resume Building and Social Media Strategies
Introduction
ICT Literacy and the Job Search
Resumes
Think About Who You Are and Think About Your Goals
Wow, I’ve Done a Lot!
Time to Write
Resume Formats
Resume Must-Haves
Resumes and the Applicant Tracking System
AI and Resumes
Don’t Forget Networking
Social Media and Networking: Considerations for the Pre-Employment Process
Social Media and Impression Management in the Job Search
Professional Networking Sites: Creating a Professional Profile
Conclusion
Activities
References
CHAPTER 8: Interviewing: Processes and Best Practices
Introduction
ICT Literacy and Interviews
Successful Interviewing
How Do You Prepare for an Interview?
What Do Employers Look for in Applicants?
“You Never Get a Second Chance to Make a First Impression”
Body Language Can Be Revealing
Researching Employers: “What in the World Am I Looking For?”
What Are They Going to Ask Me? Questions Asked by Employers
“So Do You Have Any Questions for Us?” Questions to Ask Them
What Is Behavioral Interviewing?
Quick Tips for a Positive Interview
The Night Before the Interview
After the Interview: Follow-Up Letters
Phone Interviews in the Pre-Employment Process
Conclusion
Activities
References
SECTION III Presentation Competencies
CHAPTER 9: Information-Seeking and Research Skills
Introduction
Information Organization
What Kind of Research Do I Need to Do?
Organization of Information
Classification Systems
Organization on the Web
Information Sources
Searching Electronic Sources
Databases
Plagiarism and Cheating
Citation Formats
Elements Necessary in Any Citation Format
Conclusion
Activities
CHAPTER 10: Audience Analysis and Delivery Dynamics
Introduction
Audience Analysis
Situational Analysis
The Audience
Demographic Audience Analysis
What Now?
Delivery Dynamics
Methods of Delivery
The Speaker
Anxiety
Practice, Practice, Practice . . .
Bringing the Words to Life
Audience Questions
Conclusion
Questions
Activities
References
CHAPTER 11: Presentation Development
Introduction
Choosing a Topic
Why Are You Speaking?
General Purpose
Specific Purpose
Organizing the Speech
The Introduction
The Body
Sample Informative Speech Outline in Topical Order
Sample Persuasive Speech Outline Format in Problem–Solution Order
Monroe’s Motivated Sequence
Connectives
Supporting Material
Citing Sources
Putting It Together
Business Presentations
Conclusion
Questions
Activities
References
CHAPTER 12: Informative, Persuasive, and Special Occasion Business Presentations
Introduction
Informative Presentations
The Goals and Strategies of Informative Presentations
Categories of Informative Presentations
Guidelines for Great Informative Presentations
Differences in Public Versus Business Speaking
Five Basic Types of Business and Professional Presentations
Delivering the Business Presentation
Persuasive Presentations
Context
Why Study Persuasion?
Common Criticisms of Studying Persuasion
What Exactly Is Persuasion?
Persuasion, Propaganda, and Indoctrination
Goals of Persuasive Speeches
Aristotle on Persuasion
Logos = Logic
Pathos = Emotion
Ethos = Character
Modern Approaches to Persuasion
Structuring and Ordering Persuasive Messages
Three Types of Organizational Patterns for Persuasive Speeches
Special Occasion Presentations
Welcome Speeches
Speeches of Introduction
Award Acceptances
Award Presentations
Toasts
Toasting Etiquette
Conclusion
Questions
Activities
References
Index
Pamela D. Hopkins (PhD, East Carolina University; MA, Penn State) is the Director of the Speech Communication Center at East Carolina University. Dr. Hopkins works with students, faculty members, staff members, alumni, and area residents who need help with organizingand delivering effective presentations, managing speaking anxiety, and developing professional communication skills. Her research focuses on improving communication skills between clinical team members in health care facilities. Her work has been published in the Medical Group Management Association (MGMA) Journal. She is a member of the National Communication Association.
Holly J. Payne (PhD, Communication, University of Kentucky) is a Professor in the Department of Communication at Western Kentucky University. Her research focuses on dissent expression, communication competence, organizational identification, and school crisis communication. Her work in this area is published in outlets such as Communication Studies, Computers in Human Interaction, Communication Research Reports, and the International Journal of Business Communication.
Patric R. Spence (PhD, Wayne State University) is a Professor in the Nicholson School of Communication and Media at the University of Central Florida. He is also affiliated with the Communication and Social Robotics Labs and the Center for Rebuilding Sustainable Communities after Disasters. He is the current editor of Communication Studies. His research focuses on communication during crises and other extreme events, communication of risk, social media and social robots. His research has appeared in outlets such as Computers in Human Behavior, Journal of Applied Communication Research, Communication Theory, and Risk Analysis.