It's All of Our Business Communicating Competently in the Workplace

It's All of Our Business: Communicating Competently in the Workplace is a concise, conversational text that balances practical skills with scholarly insight. Grounded in a communication competence perspective, this text provides students with the communication skills needed to have successful careers in the 21st century.

With its strong focus on power dynamics, important topics such as sexual harassment, gender bias, bullying and abuse at work are best analyzed for their causes and prevention. Its unique coverage addresses several topics often ignored or given only glancing coverage in competing texts, such as leadership, power, conflict management, teamwork and group dynamics. Engaging case studies, novel illustrations, personal narratives, vivid stories, and abundant humor create an engaging resource students will actually want to read. Abundant research will be cited in a free-flowing writing style.

Instructors may find course preparation tools and more details on our robust digital offerings at www.oup.com/he/rothwell-waters.

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 Contents
Preface
1. Communication: How It Works
2. Communication Competence: A Model for Success
3. Power: The Inescapable Dynamic
4. Balancing Power: Communication Strategies Good and Bad
5. Communication Climate: Positively Critical
6. Listening: More Than Meets the Ear
7. Social Media and Interviewing: On Your Way to Work
8. Conflict Management: A Common Experience
9. The Nature of Groups: Working with Others
10. Competent Leadership: A Process More Than a Person
11. Work Teams: A Special Type of Group
12. Meetings: A Perpetual Challenge
13. Business Writing: Representing Yourself with Words
14. Developing and Organizing Business Presentations
15. Critical Thinking and Supporting Materials
16. Visual Aids and Delivery
Glossary
References
Credits
Index

Chapter 1: Communication: How It Works
COMMUNICATION MYTHS
Myth 1: More Communication Equals Better Communication
Myth #2: 93% of Message Meaning is Conveyed Nonverbally
Myth 3: Communication Is a Cure-All
DEFINING COMMUNICATION
Communication Is Transactional: Beyond Information Exchange
Communication Is a Process: The Continuous Flow
Communication Is Sharing Meaning: Making Sense
--Verbal Sharing: Telling It Like It Isn't
--Nonverbal Sharing: Wordless Challenges
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 2. Communication Competence Model
COMMUNICATION 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 Styles
Cross-Cultural Guidelines: Quick Tips
BOX 2-1 Self-Assessment: Be Ye Individualist or Collectivist?
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEO

Chapter 3. Power: The Inescapable Dynamic
THE NATURE OF POWER
Forms of Power: Dominance, Prevention, and Empowerment
Communication Indicators of Power
--General Indicators: Defining, Following, and Inhibiting
--Verbal Indicators: Language Choices
--Nonverbal Indicators: Silent Exercise of Power
--Status Cues: Virtual Groups
Power 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 IMBALANCES
Sexual Harassment: When "Flirting" Is Hurting
Bias Against Women and Ethnic Minorities: Leadership Gap
Workplace Bullying: Verbal and Nonverbal Aggression
POWER-DISTANCE: CULTURAL VARIATION
General Description: Horizontal and Vertical Cultures
Communication Differences: With Whom May You Communicate?
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 4. Balancing Power: Communication Strategies Good and Bad
DOMINANCE-PREVENTION POWER STRUGGLES
Defiance: 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 ENHANCEMENT
Developing Assertiveness: Confidence and Skill
BOX 4-1 Stand Up, Sit Down: An Exercise in Assertiveness
Forming Coalitions: Gaining Allies
Increasing Personal Power Resources: Expanding Choices
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 5. Communication Climate: Positively Critical
CREATING POSITIVE COMMUNICATION CLIMATES
The Negativity Bias: A Major Impediment
Emphasizing the Positive: The "Magic Ratio"
Offering Praise and Recognition: The Essential Building Blocks
Cultivating 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
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 6. Listening: More Than Meets the Ear
THE LISTENING PROCESS
Hearing: Receiving Raw Data
Understanding: Shared Meaning
Remembering: Not an Easy Task
Interpreting: Message Perception
Evaluating: Separating Fact from Fiction
Responding: Giving Feedback
TYPES OF LISTENING
Discriminative Listening: Deciphering Speech Sounds
Comprehensive Listening: Understanding Messages
Informational Listening: Learning
Critical Listening: Analysis Not Criticism
Empathic Listening: Caring and Sharing
LISTENING PROBLEMS AND SOLUTIONS
Noise: Four Types
Unfocused Listening: Mindlessness and Multitasking
Pseudolistening: Faking It
Shift Response: Conversational Narcissism
Competitive Interrupting: Seizing the Floor
Ambushing: Preparing Rebuttals
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 7. Social Media and Interviewing: On Your Way to Work
ONLINE NETWORKING
LinkedIn: The Professional Social Network
Creating 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 Values
Using the PREP Method: Matching Background to Company Values
KNOW YOUR VALUE: A SUBJECTIVE INVENTORY
INTERVIEW QUESTIONS: TWO TYPES
Behavioral Interview Questions
Situational Interview Questions
PEP TALK: CHECK YOUR MINDSET
THE INTERVIEW: SEVERAL FORMATS
One-on-One Interview
Screening Interview
Panel Interview
INTERVIEW FOLLOW-UP
Express Gratitude: Pen a Worthy Thank-you
Send a Follow-up Note: Remain Patient
Get Better: Seek Feedback
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 8. Conflict Management: A Common Experience
NATURE OF CONFLICT
Definition: Incompatible, Interconnected Struggle
Destructive or Constructive Conflict: Communication Differences
COMMUNICATION STYLES OF CONFLICT MANAGEMENT
Confrontation: Directly Addressing the Problem
Integration: Seeking Joint Gains
Smoothing: Calming Troubled Waters
Accommodating: Yielding
Compromising: Halving the Loaf
Avoiding: Withdrawing
Competing: Power-Forcing
SITUATIONAL FACTORS
Task Conflict: Routine or Nonroutine
Relationship Conflict: It's Personal
Values Conflict: Deeply Felt Struggles
Dealing with Difficult Co-workers: Bad Apple Spoilage
ANGER MANAGEMENT
Constructive and Destructive Anger: Intensity and Duration
Managing Your Anger at Work: Taking Control
Managing the Anger of Coworkers: Communication Jujitsu
VIRTUAL COMMUNICATION AND CONFLICT
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 9. The Nature of Groups: Working with Others
THE STRUCTURE OF GROUPS
Group 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-Through
Decision Making Rules
--Majority Rule: Tyrannical or Practical
--Minority Rule: Several Types
--Unanimity Rule: Consensus
CREATIVE PROBLEM SOLVING
Conditions for Creativity: Preliminaries
Creative Communication Techniques: Systemic Procedures
--Brainstorming: Generating Lots of Ideas
--Nominal Group Technique: Limited Interaction
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 10. Competent Leadership: A Process More Than a Person
DEFINITION OF LEADERSHIP
Difference #1: Positional versus Interpersonal Influence
Difference #2: Maintaining versus Changing
Differences Not Categorically Exclusive: Matter of Emphasis
Leadership and Followership: Let's Dance
LEADER EMERGENCE
Two Phases of Emergence
Virtual Group Leader Emergence
Additional Factors: Implicit Theories of Leadership
COMPETENT LEADERSHIP PERSPECTIVES
Traits: 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 LEADERSHIP
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 11. Work Teams: A Special Type of Group
DEFINITION 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 Succeed
Developing 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 Required
BOX 11-1 Typical Characteristics of Empowered Teams
Establishing Individual Accountability: Providing Feedback
VIRTUAL TEAMS
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 12. Meetings: A Perpetual Challenge
MEETING PREPARATION: A LEADER'S JOB
Clarify the Purpose: Avoid Aimlessness
Create an Effective Agenda: Simple Steps
Get There First: Remember Murphy's Law
CONDUCTING A MEETING
Begin on Time, End on Time: Punctuality is a Virtue
Communicate Ground Rules: Avoid Chaos
Stay 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 MEETING
Belong or Be Gone
Be Prepared: Don't Act Like a Potted Plant
WAIT: Avoid Stage Hogging
Be Attentive: Silence Can Be Golden
VIRTUAL MEETINGS
Pros and Cons: A Mixed Bag
Facilitating Virtual Meetings: New Challenges
Participating Virtually: Unusual Considerations
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 13. Business Writing: Representing Yourself with Words
WRITING VS. CONVERSING
THE CASE FOR WRITING WELL
The High Cost of Weak Writing Skill
Business Writing Is an Occupational Requirement
COMPETENT BUSINESS WRITING
Types: So Many Options
Audience Analysis: Good Writers Respect Their Readers
Write Well: Choose Your Words Wisely
Writing Pre-work: Step Away from the Keyboard
ANATOMY OF AN EMAIL
The Set-Up
The Body
--Opening: Consider Formality
--Lead with the Most important Information
--The Close
The Close
--Cultural Variations
CAREFUL COMPOSITION
Tone: Difficult Writing Challenge
--Tone and Texting
--Tone and Email
Spelling/Grammar 101
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 14. Developing and Organizing Business Presentations
ADDRESSING SPEECH ANXIETY
Causes: 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: Reframing
AUDIENCE ANALYSIS
Types 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 Audience
Other Considerations
ORGANIZATION
The Introduction: How to Begin
--Make a Clear Purpose Statement: Provide Intent
--Establish Topic Significance
--Establish Your Credibility
--Preview Your Main Points
The 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 Answers
You're on Mute: Tips for Presenting Virtually
Hybrid Presentations: Upping the ante
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 15. Critical Thinking and Supporting Materials
EXAMPLES
Types 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 Enough
STATISTICS
Make Statistical Comparisons: Gain Perspective
Use Statistics Sparingly: Don't Overwhelm
TESTIMONY
Testimony of Experts: Relying on Those in the Know
Testimony 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 MATERIALS
Credibility: 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?
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS

Chapter 16. Visual Aids and Delivery
BECOMING VISUAL
Types 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 Aids
Choosing 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 GOODS
Delivery 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 Combination
Developing 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
SUMMARY
FILM SCHOOL CASE STUDIES
TED TALKS AND YOUTUBE VIDEOS