It's All of Our Business

J. Dan Rothwell is the former chair of the Communication Studies Department at Cabrillo College. He has authored five other books in addition to It's All of Our Business and has received more than two dozen teaching awards during his lengthy academic career.Michelle Waters is a sought-after corporate trainer who designs and delivers business communication programs to leaders internationally. She also taught communication courses at San Jose State University and Cabrillo College for more than 20 years. This is her second book.

• Brief ContentsPreface1. Communication: How It Works2. Communication Competence: A Model for Success3. Power: The Inescapable Dynamic4. Balancing Power: Communication Strategies Good and Bad5. Communication Climate: Positively Critical6. Listening: More Than Meets the Ear 7. Social Media and Interviewing: On Your Way to Work8. Conflict Management: A Common Experience9. The Nature of Groups: Working with Others 10. Competent Leadership: A Process More Than a Person11. Work Teams: A Special Type of Group12. Meetings: A Perpetual Challenge13. Business Writing: Representing Yourself with Words 14. Developing and Organizing Business Presentations 15. Critical Thinking and Supporting Materials 16. Visual Aids and Delivery GlossaryReferencesCreditsIndexChapter 1: Communication: How It WorksCOMMUNICATION MYTHSMyth 1: More Communication Equals Better CommunicationMyth #2: 93% of Message Meaning is Conveyed NonverballyMyth 3: Communication Is a Cure-AllDEFINING COMMUNICATIONCommunication Is Transactional: Beyond Information ExchangeCommunication Is a Process: The Continuous FlowCommunication Is Sharing Meaning: Making Sense--Verbal Sharing: Telling It Like It Isn't --Nonverbal Sharing: Wordless Challenges SUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOSChapter 2. Communication Competence ModelCOMMUNICATION 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 StylesCross-Cultural Guidelines: Quick Tips BOX 2-1 Self-Assessment: Be Ye Individualist or Collectivist?SUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOChapter 3. Power: The Inescapable DynamicTHE NATURE OF POWERForms of Power: Dominance, Prevention, and EmpowermentCommunication Indicators of Power--General Indicators: Defining, Following, and Inhibiting--Verbal Indicators: Language Choices--Nonverbal Indicators: Silent Exercise of Power--Status Cues: Virtual GroupsPower 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 IMBALANCESSexual Harassment: When "Flirting" Is Hurting Bias Against Women and Ethnic Minorities: Leadership Gap Workplace Bullying: Verbal and Nonverbal AggressionPOWER-DISTANCE: CULTURAL VARIATIONGeneral Description: Horizontal and Vertical CulturesCommunication Differences: With Whom May You Communicate?SUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOSChapter 4. Balancing Power: Communication Strategies Good and BadDOMINANCE-PREVENTION POWER STRUGGLESDefiance: 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 ENHANCEMENTDeveloping Assertiveness: Confidence and Skill BOX 4-1 Stand Up, Sit Down: An Exercise in AssertivenessForming Coalitions: Gaining AlliesIncreasing Personal Power Resources: Expanding ChoicesSUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOSChapter 5. Communication Climate: Positively CriticalCREATING POSITIVE COMMUNICATION CLIMATES The Negativity Bias: A Major Impediment Emphasizing the Positive: The "Magic Ratio" Offering Praise and Recognition: The Essential Building BlocksCultivating 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 SUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOSChapter 6. Listening: More Than Meets the EarTHE LISTENING PROCESS Hearing: Receiving Raw Data Understanding: Shared Meaning Remembering: Not an Easy Task Interpreting: Message Perception Evaluating: Separating Fact from Fiction Responding: Giving FeedbackTYPES OF LISTENING Discriminative Listening: Deciphering Speech SoundsComprehensive Listening: Understanding Messages Informational Listening: Learning Critical Listening: Analysis Not CriticismEmpathic Listening: Caring and Sharing LISTENING PROBLEMS AND SOLUTIONSNoise: Four Types Unfocused Listening: Mindlessness and MultitaskingPseudolistening: Faking It Shift Response: Conversational NarcissismCompetitive Interrupting: Seizing the Floor Ambushing: Preparing Rebuttals SUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOSChapter 7. Social Media and Interviewing: On Your Way to WorkONLINE NETWORKING LinkedIn: The Professional Social NetworkCreating 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 ValuesUsing the PREP Method: Matching Background to Company ValuesKNOW YOUR VALUE: A SUBJECTIVE INVENTORYINTERVIEW QUESTIONS: TWO TYPESBehavioral Interview Questions Situational Interview QuestionsPEP TALK: CHECK YOUR MINDSETTHE INTERVIEW: SEVERAL FORMATSOne-on-One InterviewScreening InterviewPanel InterviewINTERVIEW FOLLOW-UPExpress Gratitude: Pen a Worthy Thank-youSend a Follow-up Note: Remain Patient Get Better: Seek FeedbackSUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOSChapter 8. Conflict Management: A Common ExperienceNATURE OF CONFLICTDefinition: Incompatible, Interconnected Struggle Destructive or Constructive Conflict: Communication Differences COMMUNICATION STYLES OF CONFLICT MANAGEMENTConfrontation: Directly Addressing the ProblemIntegration: Seeking Joint GainsSmoothing: Calming Troubled WatersAccommodating: Yielding Compromising: Halving the Loaf Avoiding: Withdrawing Competing: Power-Forcing SITUATIONAL FACTORSTask Conflict: Routine or Nonroutine Relationship Conflict: It's PersonalValues Conflict: Deeply Felt StrugglesDealing with Difficult Co-workers: Bad Apple Spoilage ANGER MANAGEMENTConstructive and Destructive Anger: Intensity and Duration Managing Your Anger at Work: Taking Control Managing the Anger of Coworkers: Communication Jujitsu VIRTUAL COMMUNICATION AND CONFLICTSUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOSChapter 9. The Nature of Groups: Working with OthersTHE STRUCTURE OF GROUPSGroup 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-ThroughDecision Making Rules--Majority Rule: Tyrannical or Practical --Minority Rule: Several Types --Unanimity Rule: Consensus CREATIVE PROBLEM SOLVINGConditions for Creativity: PreliminariesCreative Communication Techniques: Systemic Procedures--Brainstorming: Generating Lots of Ideas--Nominal Group Technique: Limited Interaction SUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOSChapter 10. Competent Leadership: A Process More Than a PersonDEFINITION OF LEADERSHIPDifference #1: Positional versus Interpersonal Influence Difference #2: Maintaining versus Changing Differences Not Categorically Exclusive: Matter of EmphasisLeadership and Followership: Let's Dance LEADER EMERGENCETwo Phases of Emergence Virtual Group Leader Emergence Additional Factors: Implicit Theories of Leadership COMPETENT LEADERSHIP PERSPECTIVESTraits: 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 LEADERSHIPSUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOSChapter 11. Work Teams: A Special Type of GroupDEFINITION 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 SucceedDeveloping 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 RequiredBOX 11-1 Typical Characteristics of Empowered TeamsEstablishing Individual Accountability: Providing Feedback VIRTUAL TEAMSSUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOSChapter 12. Meetings: A Perpetual ChallengeMEETING PREPARATION: A LEADER'S JOBClarify the Purpose: Avoid AimlessnessCreate an Effective Agenda: Simple StepsGet There First: Remember Murphy's LawCONDUCTING A MEETINGBegin on Time, End on Time: Punctuality is a VirtueCommunicate Ground Rules: Avoid ChaosStay 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 MEETINGBelong or Be Gone Be Prepared: Don't Act Like a Potted Plant WAIT: Avoid Stage HoggingBe Attentive: Silence Can Be GoldenVIRTUAL MEETINGS Pros and Cons: A Mixed BagFacilitating Virtual Meetings: New Challenges Participating Virtually: Unusual Considerations SUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOSChapter 13. Business Writing: Representing Yourself with WordsWRITING VS. CONVERSINGTHE CASE FOR WRITING WELLThe High Cost of Weak Writing SkillBusiness Writing Is an Occupational RequirementCOMPETENT BUSINESS WRITINGTypes: So Many OptionsAudience Analysis: Good Writers Respect Their ReadersWrite Well: Choose Your Words WiselyWriting Pre-work: Step Away from the KeyboardANATOMY OF AN EMAILThe Set-UpThe Body--Opening: Consider Formality--Lead with the Most important Information--The CloseThe Close--Cultural Variations CAREFUL COMPOSITIONTone: Difficult Writing Challenge--Tone and Texting--Tone and EmailSpelling/Grammar 101SUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOSChapter 14. Developing and Organizing Business PresentationsADDRESSING SPEECH ANXIETYCauses: 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: ReframingAUDIENCE ANALYSISTypes 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 AudienceOther ConsiderationsORGANIZATIONThe Introduction: How to Begin--Make a Clear Purpose Statement: Provide Intent--Establish Topic Significance--Establish Your Credibility--Preview Your Main PointsThe 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 AnswersYou're on Mute: Tips for Presenting VirtuallyHybrid Presentations: Upping the anteSUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOSChapter 15. Critical Thinking and Supporting MaterialsEXAMPLESTypes 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 EnoughSTATISTICSMake Statistical Comparisons: Gain Perspective Use Statistics Sparingly: Don't OverwhelmTESTIMONYTestimony of Experts: Relying on Those in the KnowTestimony 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 MATERIALSCredibility: 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? SUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOSChapter 16. Visual Aids and DeliveryBECOMING VISUALTypes 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 AidsChoosing 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 GOODSDelivery 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 CombinationDeveloping 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 SUMMARYFILM SCHOOL CASE STUDIESTED TALKS AND YOUTUBE VIDEOS

Culturally competent text that teaches how to communicate in any form. Very easy to read!