Communicating At Work 12Th Edition By Ronald Adler – Test Bank

Table of Contents
Part One: Fundamentals of Business and Professional Communication
Strategic Case: Sunset Bakery
1: Workplace Communication
Communication and Career Achievement
The Essence of Communication
Communication Tenets
Basics of the Communication Model
Communication Channels
Communication within and beyond Organizations
Formal Communication Networks
Informal Communication Networks
Personal Networking
Ethical Aspects of Communication
Master the Chapter
Review Points
Key Terminology
Tasks
References
2: Communication, Tradition, and Work
The Essence of Tradition
Communication in a Multicultural Society
Race and Ethnicity
Social Strata
Generational Differences
Regional Disparities
Disabilities
Gender and Sex
Military Veterans
Cultural Variances in Global Business
Traditions and Behavior
Crucial Dimensions of Cultural Diversity
Diversity and Ethical Concerns
Communication amidst Diversity
Become Culturally Proficient
Develop Positive Attitudes
Adjust Your Conduct
Master the Chapter
Review Points
Key Terminology
Tasks
References
Part Two: Personal Skills
Strategic Case: Omnicom Marketing
3: Attentive Listening
Listening in the Workplace
The Significance of Listening
Assumptions about Listening
Barriers to Effective Listening
Environmental Hindrances
Physiological Obstacles
Mental Barrier
Listening Styles
Interpersonal Listening
Analytical Listening
Task-Oriented Listening
Critical Listening
Enhancing Listening Efficiency
Listen to Comprehend
Listen to Evaluate
Master the Chapter
Review Points
Key Terminology
Tasks
References
4: Verbal and Nonverbal Messages
Verbal Messages
Clarity and Ambiguity
Provocative Language
Language and Identity Management
Feminine and Masculine Language Usage
Nonverbal Communication
Characteristics of Nonverbal Communication
Types of Nonverbal Communication
Enhancing Nonverbal Effectiveness
Master the Chapter
Review Points
Key Terminology
Tasks
References
5: Personal Strategies and Skills
Interpersonal Skills and Triumph
Creating Positive Relations
Affirming Dignity
Improving Organizational Atmosphere
Sharing Feedback
Providing Praise
Addressing Challenging Issues
Offering and Responding to Critiques
Dealing with Difficult Individuals and Circumstances
Incivility
Workplace Bullying
Sexual Harassment
Problematic Communication
Managing Conflicts
Origins of Conflict
Approaches to Conflict
Handling Conflicts Productively
Master the Chapter
Review Points
Key Terminology
Tasks
References
6: Principles of Interviewing
Varieties of Interviews
The Information-Gathering Interview
The Career Evaluation Interview
The Employment Interview
The Performance Appraisal Interview
Interviewing Strategies
Planning the Interview
Conducting the Interview
The Ethics of Interviewing
Duties of the Interviewer
Obligations of the Respondent
Master the Chapter
Review Points
Key Terminology
Tasks
References
Part Three: Collaborating in Teams
Strategic Case: Museum of Springfield
7: Leading and Operating in Teams
The Essence of Teams
Attributes of Work Teams
What Constitutes a Team?
Virtual Teams
Leadership and Influence in Teams
Perspectives on Leadership
Leader–Member Exchange
Becoming a Leader
Power and Influence of Members
Effective Communication in Teams
Fulfill Functional Roles
Acknowledge Both Team and Personal Goals
Promote Desirable Norms
Promote an Optimal Level of Cohesiveness
Avoid Excessive Conformity
Master the Chapter
Review Points
Key Terminology
Tasks
References
8: Efficient Meetings
Varieties of Meetings
Information-Sharing Meetings
Problem-Solving and Decision-Making Meetings
Ritual Activities
Virtual Meetings
Conference Calls
Web Meetings
Video Meetings
Collaborative Technologies
Planning a Meeting
When to Conduct a Meeting
Setting an Agenda
Pre-Meeting Preparations
Conducting the Meeting
Setting the Tone
Conducting Business
Concluding the Meeting
Following Up the Meeting
Master the Chapter
Review Points
Key Terminology
Tasks
References
9: Crafting and Structuring the Presentation
Analyzing the Situation
Analyzing the Audience
Analyzing Yourself as the Speaker
Analyzing the Occasion
Setting Your Goal and Formulating the Thesis
General and Specific Goals
Formulating the Thesis
Organizing the Body
Brainstorming Ideas
Basic Organizational Plan
Identify Main Points and Subpoints
Choose the Best Organizational Pattern
Guidelines for Main Points
Planning the Introduction and Conclusion
Features of the Introduction
Types of Opening Statements
Features of the Conclusion
Types of Closing Statements
Incorporating Transitions
Features of Transitions
Attributes of Effective Transitions
Master the Chapter
Review Points
Key Terminology
Tasks
References
10: Verbal and Visual Support in Presentations
Features of Supporting Materials 000
Clarity 000
Engagement 000
Evidence 000
Verbal Support 000
Definitions 000
Examples 000
Stories 000
Statistics 000
Comparisons 000
Quotations 000
Citing Your Sources 000
Visual Aids 000
Types of Visual Aids 000
Media for Presenting Visual Aids 000
Presentation Software 000
Guidelines for Using Visual Aids 000
Master the Chapter 000
Review Points 000
Key Terminology 000
Tasks 000
References 00
11: Delivering the Presentation
Types of Delivery
Manuscript Presentations
Memorized Presentations
Extemporaneous Presentations
Impromptu Presentations
Guidelines for Delivery
Visual Elements
Verbal Elements
Vocal Elements
Question-and-Answer Sessions
When to Respond to Questions
How to Address Queries
Speaking with Confidence
Embrace a Moderate Level of Nervousness
Speak More Frequently
Rehearse Your Presentation
Focus on Your Topic and the Audience
Think Rationally about Your Presentation
Master the Chapter
Review Points
Key Terminology
Tasks
References
12: Types of Business Presentations
Informative Presentations
Briefings
Reports
Training
Webinars
Press Conferences
Persuasive Presentations
Types of Persuasive Presentations
Strategies for Ethical Persuasion
Group Presentations
Approaches to Organizing a Group Presentation
Introductions, Conclusions, and Transitions in Group Presentations
Delivering a Group Presentation
Special-Occasion Speaking
Welcoming a Guest or Group
Introducing Another Speaker
Honoring a Person or an Institution
Giving a Toast
Presenting an Award
Accepting an Award
Master the Chapter
Review Points
Key Terminology
Tasks
References
Appendix I: Interviewing Resources
Appendix II: Business Writing
Appendix III: Problem-Solving Communication
Appendix IV: Sample Presentations
Appendix V: Crisis Communication
Glossary