This fully updated fourth edition provides the reader with the knowledge and skills they need to move from interview candidate, to team member, to leader. Accessible coverage of new communication technology and social media prepares students to communicate effectively in real world settings. With an emphasis on building skills for business writing and professional presentations, this text empowers the reader to successfully handle important work-related activities, including job interviewing, working in a team, strategically utilizing visual aids, and providing feedback to supervisors. New to the Fourth Edition: A New "Introduction for Students" introduces the KEYS process to students and explains the benefits of studying business and professional communication. Updated chapter opening vignettes introduce the reader to each chapter with a contemporary example drawn from the real world, including a discussion about what makes the employee-rated top five companies to work for so popular, new strategies to update PR and marketing methods to help stories stand out, Oprah Winfrey's 2018 Golden Globe speech that reverberated throughout the #metoo movement, Simon Sinek's "How Great Leaders Inspire Action" TED talk, and the keys to Southwest Airlines' success. An updated photo program shows diverse groups of people in workplace settings and provides current visual examples to accompany updated vignettes and scholarship in the chapter narrative. Give your students the SAGE edge! SAGE edge offers a robust online environment featuring an impressive array of free tools and resources for review, study, and further exploration, keeping both instructors and students on the cutting edge of teaching and learning. Learn more at edge.sagepub.com/quintanilla4e
Preface Acknowledgments Introduction for Students PART I. BEGINNING COMMUNICATION PRINCIPLES CHAPTER 1. BUSINESS AND PROFESSIONAL EXCELLENCE IN THE WORKPLACE Understanding the Importance of Human Communication in Business and Professional Contexts Communication: A Complex Process Communication Apprehension Communication Ethics KEYS for Excellence in the Workplace Executive Summary Explore Review Discussion Questions Terms to Remember CHAPTER 2. VERBAL AND NONVERBAL COMMUNICATION Verbal Communication Nonverbal Communication Codes of Nonverbal Communication Forming Relationships With Verbal and Nonverbal Communication KEYS to Excellence in Verbal and Nonverbal Communication Executive Summary Explore Review Discussion Questions Terms to Remember CHAPTER 3. LISTENING Hearing and Listening Barriers to Listening Listening Styles and Categories Improving Your Listening KEYS to Listening Excellence Executive Summary Explore Review Discussion Questions Terms to Remember PART II . ENTERING THE WORKPLACE CHAPTER 4. RESUMES, INTERVIEWS, AND NEGOTIATION The Job-Seeking Process Stage One: Exploring Stage Two: Researching Stage Three: Applying Stage Four: Interviewing Stage Five: Following Up Stage Six: Negotiating KEYS to Excellence in the Job-Seeking Process Executive Summary Explore Review Discussion Questions Terms to Remember CHAPTER 5. GETTING TO KNOW YOUR DIVERSE WORKPLACE Learning Your Workplace Culture Assimilating College Students Diversity in Your Workplace: Some Important Concepts Examples of Diversity in Professional Contexts KEYS to Excellence in Getting to Know Your Diverse Workplace Executive Summary Explore Review Discussion Questions Terms to Remember PART III . DEVELOPING IN THE WORKPLACE CHAPTER 6. INTERPERSONAL COMMUNICATION AT WORK Exploring Relationship Types at Work The Line Between Professional and Personal Professional Etiquette KEYS to Excellence in Interpersonal Communication Executive Summary Explore Review Discussion Questions Terms to Remember CHAPTER 7. STRENGTHENING TEAMS AND CONDUCTING MEETINGS How Do Groups Differ From Teams? Conducting Meetings Shared Leadership Problem Solving Cultivating Innovative Thinking Conflict in Team Meetings KEYS to Excellence in Team Communication Executive Summary Explore Review Discussion Questions Terms to Remember PART IV. EXCELLING IN THE WORKPLACE CHAPTER 8. TECHNOLOGY IN THE WORKPLACE Communication and Technology: Tools for Professionals Drawbacks of Technology Social Media and Technology: Key Challenges in the Communication Age Professional Etiquette With Technology KEYS to Excellence With Communication and Technology Executive Summary Explore Review Discussion Questions Terms to Remember CHAPTER 9. BUSINESS AND PROFESSIONAL WRITING The Importance of Written Communication Striving for Written Communication Excellence Types of Written Communication KEYS to Excellence in Written Communication Executive Summary Explore Review Discussion Questions Terms to Remember CHAPTER 10. LEADERSHIP AND CONFLICT MANAGEMENT What Is Leadership? Utilizing Power Improving Communication With Leadership Theories Hiring the Right Team Following Up and Following Through Communicating About Your Team Dealing With Difficult People Giving Feedback Putting It Together Managing Your Public Image KEYS to Excellence in Leadership Executive Summary Explore Review Discussion Questions Terms to Remember PART V. PRESENTING IN THE WORKPLACE CHAPTER 11. INFORMING AND PERSUADING The Importance of Presenting With Professional Excellence Identifying Presentation Opportunities and Purposes Speaking to Inform Speaking to Persuade KEYS to Excellence in Professional Presentations Executive Summary Explore Review Discussion Questions Terms to Remember CHAPTER 12. SPEECH DESIGN Analyzing the Audience Analyzing the Context Researching Organizing Your Presentation Introductions Conclusions Language KEYS to Excellence in Speech Design Executive Summary Explore Review Discussion Questions Terms to Remember CHAPTER 13. DELIVERING A SPEECH WITH PROFESSIONAL EXCELLENCE Delivering a Presentation With Professional Excellence PowerPoint and Other Supporting Aids Practice Makes Perfect Team Presentations KEYS to Excellence in Delivering a Speech Executive Summary Explore Review Discussion Questions Terms to Remember PART VI . SURVIVING IN THE WORKPLACE CHAPTER 14. WORK-LIFE BALANCE The Importance of Work-Life Balance Triggers to Imbalance Strategies for Balance KEYS to Excellence With Work-Life Balance Executive Summary Explore Review Discussion Questions Terms to Remember Epilogue: Communication Is Work References Glossary Index About the Authors
