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Interpersonal Communication Skills in the Workplace, Second Edition

Book Description

The critical communication skills you need to survive and thrive in today's workplace. This revision of the best-selling first edition updates the basics and includes techniques for communicating effectively in a team-based environment, strategies for thriving in the multicultural workplace, and tips for mastering communication technologies.

Table of Contents

  1. Cover Page
  2. Title Page
  3. Copyright Page
  4. Contents
  5. About This Course
  6. How to Take This Course
  7. Introduction
  8. Pre-Test
  9. 1 The Importance of Effective Communication
    1. What Is Effective Interpersonal Communication?
    2. Why Communication Is Important
    3. Communications Skills are Good for Your Career
    4. Damage Done by Poor Communications
      1. Lost Time and Effort
      2. Tension in Workplace Relationships
      3. Missed Business Opportunities
    5. Three Factors that Contribute to Poor Communication
      1. Change
      2. Time Pressure
      3. Interpersonal Conflict
    6. Recap
    7. Review Questions
  10. 2 Communicating in the New Workplace
    1. Welcome to the ‘New’ Workplace
    2. Three New Workplace Characteristics
    3. New Communication Challenges—and Their Solutions
    4. Solving the Any Place, Any Time Communication Challenge
      1. Telephones and Phone Conferencing
      2. Web Conferencing
      3. Video Conferencing
      4. Intranets
      5. Collaboration Software
      6. E-Mail
    5. Making the Most of E-Mail
      1. Tip 1: Put Power in Your Subject Line
      2. Tip 2: Use One Message per E-Mail
      3. Tip 3: Always Proofread Outgoing Messages
      4. Tip 4: Be Wary of What You Write
      5. Tip 5: Be Selective in Completing the “To” Line
      6. Tip 6: Use Wireless Communication Devices Carefully
      7. Tip 7: Use Instant Message for Quick Informational Exchanges
      8. Tip 8: Know Your Company’s E-Mail Policies and Abide by Them
    6. Recap
    7. Review Questions
  11. 3 Barriers to Communication—and How to Overcome Them
    1. What Are Communication Barriers?
    2. Framing Problems
      1. Frame It Yourself
    3. Defensiveness
    4. Physical Distance
      1. Communication Decreases with Physical Separation
      2. Tackling the Distance Barrier
    5. Group Size and Status Differences
    6. Internal Conflict
      1. Tip 1: Know Yourself
      2. Tip 2: Identify the Emotion
      3. Tip 3: Gain Control
      4. Tip 4: Force Yourself to Listen
    7. Groupthink
    8. Prejudgments
    9. Language Issues
      1. Vagueness and Verbosity
      2. Jargon
      3. Language Differences
    10. Recap
    11. Review Questions
  12. 4 Communicating with Different Personality Types
    1. Personality Differences
      1. Extraversion/Introversion
      2. Sensing/iNtuition
      3. Thinking/Feeling
      4. Judging/Perceiving
    2. Personality Types and Communication Issues
      1. Communicating with Extraverts and Introverts
      2. Communicating with Sensing and iNtuitive Types
      3. Communicating with Thinking and Feeling Coworkers
      4. Communication Between Judging and Perceiving People
    3. General Guidelines to Follow
      1. Ask
      2. Collaborate
      3. Thank
      4. Speak the Right Language
      5. Don’t Pigeonhole People
    4. Recap
    5. Review Questions
  13. 5 Verbal Communication
    1. Communication Has Many Dimensions
    2. Beyond the Words
      1. How Voice Volume and Tone Affect What You Say
      2. Where’s the Volume Control?
    3. Bad Habits to Avoid
      1. Talking Down to Coworkers
      2. Talking Up to Coworkers
      3. Exaggeration
    4. Good Verbal Habits to Cultivate
      1. Be Concise
      2. Be Definite
      3. Check for Understanding
    5. Three Steps to More Effective Verbal Communication
      1. Step 1: Identify the Goals of the Interaction
      2. Step 2: Know Your Audience
      3. Step 3: Choose an Appropriate Method
    6. Recap
    7. Review Questions
  14. 6 Nonverbal Communication
    1. A Powerful but Unspoken Language
    2. Guidelines for Effective Nonverbal Communication
      1. Tip 1: Be Professional
      2. Tip 2: Be Yourself
      3. Tip 3: Be Flexible
    3. Self-Assessment and Improvement in Four Key Categories
      1. Gestures
      2. Body Posture and Position
      3. Facial Expressions
      4. Eye Contact
    4. Aligning Verbal and Nonverbal Communication
      1. Accepting a New Assignment
      2. Making a Point in a Meeting
    5. The Power of Example
    6. Recap
    7. Review Questions
  15. 7 Developing Listening Skills
    1. Listening Goes Beyond Hearing
    2. How Well Are You Listening? The Benefits of Listening Well
    3. How Well Are You Listening? The Benefits of Listening Well
      1. You’ll Get More Things Done Right the First Time
      2. You’ll Learn More
      3. Other People Will Listen to You
      4. Your Work Environment Will be More Harmonious
    4. Tips for Effective Listening
      1. Tip 1: Create the Right Atmosphere
      2. Tip 2: Show Interest
      3. Tip 3: Paraphrase What You’ve Heard
      4. Tip 4: Ask Clarifying Questions
    5. Recap
    6. Review Questions
  16. 8 Giving and Receiving Feedback
    1. The Concept of Feedback
    2. What Makes Feedback Effective?
      1. Descriptive, Not Judgmental
      2. Addresses Modifiable, Not Unchangeable, Behavior
      3. Specific, Not General
      4. Well-Timed
    3. Giving Feedback
      1. Choose the Right Environment
      2. Choose the Right Topic(s)
      3. Choose the Right Words
      4. Other Tips for Giving Effective Feedback: Dos and Don’ts
    4. Receiving Feedback
      1. Let the Other Person Do the Talking
      2. Give the Other Person Ample Time to Express His or Her Views
      3. Give Your Full Attention
      4. Be Responsive to Received Feedback
    5. Dealing with Negative Feedback
      1. Be Prepared
      2. Ask Clarifying Questions
    6. Closing the Feedback Loop
      1. Provide the Necessary Tools
      2. Check in Periodically
    7. Recap
    8. Review Questions
  17. 9 When You Aim to Persuade
    1. An Essential Workplace Skill
    2. The Foundation of Persuasion
      1. Trust
      2. Understanding
      3. A Credible Case
    3. The Language of Persuasion
      1. Emphasize the Benefits
      2. Speak to the Head and the Gut
      3. Be Positive and Affirmative in Communicating Your Ideas
      4. Cite Endorsements from Others
    4. Recap
    5. Review Questions
  18. 10 Techniques That Generate New Ideas and Solutions
    1. The Role of Communications in Generating Ideas and Solutions
    2. Dialogue
      1. Listen, Then Respond
      2. Seek Alternatives
    3. Brainstorming
    4. Nominal Group Technique
    5. Recap
    6. Review Questions
  19. 11 Communicating in the Multicultural Workplace
    1. People on the Move
    2. Language
      1. Dealing with Language Issues
      2. English-Only Policies
      3. Practical Steps
    3. Nonverbal Communication
    4. Cultural Differences and Communication
      1. Power Distance
      2. Individuality versus Collectivity
      3. Masculinity versus Femininity
      4. Avoidance of Uncertainty (or Risk)
    5. Low- and High-Context Cultures
    6. Recap
    7. Review Questions
  20. Bibliography
  21. Glossary
  22. Online Resources
  23. Post-Test
  24. Index
  25. Footnote