Overview

Effective communication is an important element of success for every

organization, leader, manager, supervisor, and employee. Good communication

skills are a prerequisite for advancement in most fields and are key to

exercising influence both within and beyond the work group. This edition retains the subject matter strengths of the previous version and augments them with content that reflects new understandings of

interpersonal communications, new communication technologies, and new

organizational practices that include wider spans of management control,

greater employee empowerment, geographically dispersed work groups,

and team-based activities. It also contains new material on persuasive communications, dialogue, and nominal group technique. New chapters on techniques for generating ideas and solutions and communicating in the

multicultural workplace offer fresh perspectives on topics that have become

increasingly important in today’s workplace. Throughout the course, the

authors provide assessments, exercises, and Think About It sections that

offer students numerous opportunities for practice and feedback.

Any person can realize the benefits of improved communication skills.

Interpersonal Communication Skills in the Workplace, Second Edition, provides theinsight and expertise needed to achieve this goal.

Course Objective: Prepare readers to communicate effectively, both within their organizations and in whatever

business or professional situations they encounter.

Selected Learning Objectives:

* Solve common communication problems.

* Communicate with different personality types.

* Read non-verbal cues.

* Improve listening skills.

* Give effective feedback.

* Be sensitive to cultural differences in communication.

Testing Format

This course contains one multiple choice test valued at one Continuing Education Unit (CEU).

Table of Contents

About This Course

How to Take This Course

Introduction

Pre-Test

1. The Importance of Effective Communication 1

What Is Effective Interpersonal Communication?

Why Communication Is Important

Communications Skills are Good for Your Career

Damage Done by Poor Communications

Lost Time and Effort

Tension in Workplace Relationships

Missed Business Opportunities

Three Factors that Contribute to Poor Communication

Change

Time Pressure

Interpersonal Conflict

Recap

Review Questions

2. Communicating in the New Workplace 13

Welcome to the ‘New’ Workplace

Three New Workplace Characteristics

New Communication Challenges—and Their Solutions

Solving the Any Place, Any Time Communication Challenge

Telephones and Phone Conferencing

Web Conferencing

Video Conferencing

Intranets

Collaboration Software

E-Mail

Making the Most of E-Mail

Tip 1: Put Power in Your Subject Line

Tip 2: Use One Message per E-Mail

Tip 3: Always Proofread Outgoing Messages

Tip 4: Be Wary of What You Write

Tip 5: Be Selective in Completing the “To” Line

Tip 6: Use Wireless Communication Devices Carefully

Tip 7: Use Instant Message for Quick Informational Exchanges

Tip 8: Know Your Company’s E-Mail Policies and Abide by Them

Recap

Review Questions

3. Barriers to Communication—and How to Overcome Them 29

What Are Communication Barriers?

Framing Problems

Frame It Yourself

Defensiveness

Physical Distance

Communication Decreases with Physical Separation

Tackling the Distance Barrier

Group Size and Status Differences

Internal Conflict

Tip 1: Know Yourself

Tip 2: Identify the Emotion

Tip 3: Gain Control

Tip 4: Force Yourself to Listen

Groupthink

Prejudgments

Language Issues

Vagueness and Verbosity

Jargon

Language Differences

Recap

Review Questions

4. Communicating with Different Personality Types 49

Personality Differences

Extraversion/Introversion

Sensing/iNtuition

Thinking/Feeling

Judging/Perceiving

Personality Types and Communication Issues

Communicating with Extraverts and Introverts

Communicating with Sensing and iNtuitive Types

Communicating with Thinking and Feeling Coworkers

Communication Between Judging and Perceiving People

General Guidelines to Follow

Ask

Collaborate

Thank

Speak the Right Language

Don’t Pigeonhole People

Recap

Review Questions

5. Verbal Communication 63

Communication Has Many Dimensions

Beyond the Words

How Voice Volume and Tone Affect What You Say

Where’s the Volume Control?

Bad Habits to Avoid

Talking Down to Coworkers

Talking Up to Coworkers

Exaggeration

Good Verbal Habits to Cultivate

Be Concise

Be Definite

Check for Understanding

Three Steps to More Effective Verbal Communication

Step 1: Identify the Goals of the Interaction

Step 2: Know Your Audience

Step 3: Choose an Appropriate Method

Recap

Review Questions

6. Nonverbal Communication 75

A Powerful but Unspoken Language

Guidelines for Effective Nonverbal Communication

Tip 1: Be Professional

Tip 2: Be Yourself

Tip 3: Be Flexible

Self-Assessment and Improvement in Four Key Categories

Gestures

Body Posture and Position

Facial Expressions

Eye Contact

Aligning Verbal and Nonverbal Communication

Accepting a New Assignment

Making a Point in a Meeting

The Power of Example

Recap

Review Questions

7. Developing Listening Skills 87

Listening Goes Beyond Hearing

How Well Are You Listening?

The Benefits of Listening Well

You’ll Get More Things Done Right the First Time

You’ll Learn More

Other People Will Listen to You

Your Work Environment Will be More Harmonious

Tips for Effective Listening

Tip 1: Create the Right Atmosphere

Tip 2: Show Interest

Tip 3: Paraphrase What You’ve Heard

Tip 4: Ask Clarifying Questions

Recap

Review Questions

8. Giving and Receiving Feedback 97

The Concept of Feedback

What Makes Feedback Effective?

Descriptive, Not Judgmental

Addresses Modifiable, Not Unchangeable, Behavior

Specific, Not General

Well-Timed

Giving Feedback

Choose the Right Environment

Choose the Right Topic(s)

Choose the Right Words

Other Tips for Giving Effective Feedback: Dos and Don’ts

Receiving Feedback

Let the Other Person Do the Talking

Give the Other Person Ample Time to Express His or Her Views

Give Your Full Attention

Be Responsive to Received Feedback

Dealing with Negative Feedback

Be Prepared

Ask Clarifying Questions

Closing the Feedback Loop

Provide the Necessary Tools

Check in Periodically

Recap

Review Questions

9. When You Aim to Persuade 113

An Essential Workplace Skill

The Foundation of Persuasion

Trust

Understanding

A Credible Case

The Language of Persuasion

Emphasize the Benefits

Speak to the Head and the Gut

Be Positive and Affirmative in Communicating Your Ideas

Cite Endorsements from Others

Recap

Review Questions

10. Techniques That Generate New Ideas and Solutions 125

The Role of Communications in Generating Ideas and Solutions

Dialogue

Listen, Then Respond

Seek Alternatives

Brainstorming

Nominal Group Technique

Recap

Review Questions

11. Communicating in the Multicultural Workplace 133

People on the Move

Language

Dealing with Language Issues

English-Only Policies

Practical Steps

Nonverbal Communication

Cultural Differences and Communication

Power Distance

Individuality versus Collectivity

Masculinity versus Femininity

Avoidance of Uncertainty (or Risk)

Low- and High-Context Cultures

Recap

Review Questions

Bibliography

Glossary

Online Resources

Post-Test

Index