Why Do You Need This New Edition? This comprehensive business communication text focuses on core principles and skills with an emphasis on leadership for today’s global workplace Here are six good reasons to buy this new edition: Increased Emphasis on Leadership The new edition builds on the popular leadership theme introduced in the first edition, expanding the discussion and application of leadership in every chapter– with an emphasis on how effective communication skills can enhance one’s ability to lead and influence others The leadership focus is further developed by new chapter-opening scenarios that profile successful real-world business leaders, and with new boxes called Leaders on Leadership, which provide practical advice and insights from contemporary business leaders Stronger Emphasis on Technology The new edition includes new and expanded discussions of the impact of new communication technology on the global workplace New Communication for a Digital Age boxes further extend the technology coverage by describing technological tools and how to apply them in the workplace New Pedagogical Aids to Enhance Learning This edition introduces expanded chapter-opening scenarios profiling successful business leaders These narratives are followed by provocative Leading Questions to give students something to ponder and look for as they read the chapter In addition to other study aids—such as learning objectives, internal “Recap” summaries, and a running marginal glossary—this edition includes new chapter Wrap-Ups, which review key concepts, and The Principle Points sections, which summarize the five communication principles as they apply to chapter content Numerous New Examples and Boxes Throughout Figures, cartoons, examples, and boxes have been replaced and updated throughout to reflect technological trends and key developments In addition, Communication Ethics @ Work boxes offer a penetrating look at recent events such as David Letterman’s “office romance” or the recent issues surrounding Greg Mortensen’s alleged fabrication of information related to his foundation and fundraising efforts to build schools in Pakistan and Afghanistan Updated and Expanded Research Base This edition expands the contemporary research base in communication studies and related fields, including new findings related to generational differences in the workplace Streamlined Coverage Recognizing the need to keep the book at a manageable length while still capturing the changing world of communication in the global workplace, we have made every effort to streamline the text, removing outdated and redundant information The result is a more concise text This page intentionally left blank Business and Professional Communication Principles and Skills for Leadership Second Edition Steven A Beebe Texas State University—San Marcos Timothy P Mottet Texas State University—San Marcos Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montréal Toronto Delhi Mexico City São Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo d e d i c at e d t o Sue Beebe —SAB Rick Gonzalez —TPM Editor-in-Chief, Communication: Karon Bowers Senior Acquisitions Editor: Melissa Mashburn Director of Development: Eileen Calabro Development Editor: Hilary Jackson Editorial Assistant: Megan Hermida Marketing Manager: Blair Zoe Tuckman Associate Development Editor: Corey Kahn Senior Digital Editor: Paul DeLuca Digital Editor: Lisa Dotson Project Manager: Anne Ricigliano Project Coordination, Text Design, and Electronic Page Makeup: Cenveo Publisher Services Senior Cover Design Manager/Designer: Nancy Danahy Cover Image: © Corbis Flirt/Alamy Text Permissions: Robyn Feller Photo Research: Marta Johnson, PreMediaGlobal Manufacturing Buyer: Mary Ann Gloriande Printer/Binder: Courier/Kendallville Cover Printer: Lehigh-Phoenix Color/Hagerstown Copyright © 2013, 2010 by Pearson Education, Inc All rights reserved Manufactured in the United States of America This publication is protected by Copyright, and permission should be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise To obtain permission(s) to use material from this work, please submit a written request to Pearson Education, Inc., Permissions Department, One Lake Street, Upper Saddle River, New Jersey 07458, or you may fax your request to 201-236-3290 Credits and acknowledgments borrowed from other sources and reproduced, with permission, in this textbook appear on the appropriate page within text or on pages 409-428 and 436 Library of Congress Cataloging-in-Publication Data Beebe, Steven A Business and professional communication : principles and skills for leadership / Steven A Beebe, Timothy P Mottet — 2nd ed p cm Includes bibliographical references and index ISBN 978-0-205-02899-3 (alk paper) Communication in management Business communication Leadership Communication I Mottet, Timothy P II Title HD30.3.B42 2013 658.4’5—dc23 2011047398 10 1—DOC—14 13 12 11 www.pearsonhighered.com ISBN 0-205-02899-3 ISBN 978-0-205-02899-3 Brief Contents PART I Communication Principles for Leadership Chapter Communicating and Leading at Work Chapter Being Aware of Self and Others 26 Chapter Using Verbal and Nonverbal Messages 47 Chapter Listening and Responding 71 Chapter Adapting to Differences 94 PART II Relationship Skills Chapter Relating to Others at Work 120 Chapter Interviewing Principles and Skills 147 Chapter Interview Types 171 PART III Collaboration Skills Chapter Collaborating in Teams 199 Chapter 10 Enhancing Team Meetings 227 PART IV Presentation and Writing Skills Chapter 11 Developing Your Professional Presentation 255 Chapter 12 Delivering Professional Presentations 295 Chapter 13 Achieving Your Presentation Goals: Informing, Persuading, and Relating 325 Chapter 14 Writing for Business 358 Appendix Managing Time: Managing Communication 382 Detailed Contents vi Preface xix PART I Communication Principles for Leadership CHAPTER Communicating and Leading at Work Communication and Leadership Communication and You Leadership and You Communication: Making Sense and Sharing Sense The Nature of Communication Leaders on Leadership: The Leadership-Communication Link The Components of Communication Leadership: Influencing Others Through Communication Leading Versus Managing Leading Versus Following 10 Leadership Approaches 11 Leading Others: Applying Communication Principles at Work 16 Principle One: Leaders Are Aware of Their Communication with Themselves and Others 17 Principle Two: Effectively Use and Interpret Verbal Messages .17 Principle Three: Effectively Use and Interpret Nonverbal Messages 18 Principle Four: Listen and Respond Thoughtfully to Others 18 Principle Five: Appropriately Adapt Messages to Others 18 Communication Ethics @ Work: What’s Your Ethics Credo? .19 Leading Others: Applying Communication Skills at Work 19 Relating to Others: Interpersonal Communication 20 Communication Skills for a Digital Age: Matching Your Media to Your Message 21 Collaborating with Others: Team Communication 22 Presenting to Others: Public Communication 23 Wrap-Up 23 Reviewing Key Terms .24 The Principle Points 24 Applying Your Skills 25 Detailed Contents CHAPTER Being Aware of Self and Others 26 Be Aware of Social Styles 28 Communication Skills for a Digital Age: Using Technology Appropriately When Communicating with Others 29 Identifying Your Social Style 29 Identifying Others’ Social Styles 32 Adapting to Social Styles 33 Be Aware of How to Motivate Others 34 Using the Classical Approach 34 Using the Human Relations Approach .35 Using the Human Resources Approach 36 Be Aware of Organizational Culture 38 Understanding Organizational Culture 38 Leaders on Leadership: Being Aware of How Others See Us 41 Using Organizational Culture to Lead 41 Be Aware of Ethical Leadership Challenges 42 Managing the Challenge of Deceit 42 Communication Ethics @ Work: Self-Assess Your Ethics 43 Managing the Challenge of Responsibility 43 Managing the Challenge of Consistency 44 Wrap-Up 44 Reviewing Key Terms .45 The Principle Points 45 Applying Your Skills 46 CHAPTER Using Verbal and Nonverbal Messages .47 Communicating Clear Verbal Messages 49 Use Concrete Messages 49 Use Concise Messages 51 Use Relevant Messages 51 Communication Skills for a Digital Age: The What, Why, and How of Microblogging .52 Communicating Supportive Verbal Messages 53 Use Descriptive “I” Language Rather Than Evaluative “You” Language 53 Solve Problems Rather Than Control Others 54 Be Genuine Rather Than Manipulative 54 Empathize Rather Than Detach from Others 54 vii viii Detailed Contents Be Flexible Rather Than Rigid .55 Present Yourself as Equal Rather Than as Superior 55 Communicating with Text Messages 55 Understanding Nonverbal Messages 56 Characteristics of Nonverbal Communication 57 Using and Interpreting Nonverbal Messages 59 Physical Appearance .59 Voice 61 Gestures and Body Movement .61 Facial Expression and Eye Contact .62 Leaders on Leadership: Communicate Verbally and Nonverbally with Clarity 63 Space 63 Time 64 Touch .64 Physical Environment 65 Managing Sexually Harassing Messages at Work 65 Experiencing Sexual Harassment 65 Avoiding Sexual Harassment 66 Communication Ethics @ Work: Apple Investors’ Interests Versus Steve Jobs’ Health: Where Should the Lines Have Been Drawn? 67 Wrap-Up 68 Reviewing Key Terms .68 The Principle Points 69 Applying Your Skills 69 CHAPTER Listening and Responding 71 Listening Effectively to Others 74 Stop: Turn Off Competing Messages 75 Look: Listen with Your Eyes 76 Listen: Understand Both Major Ideas and Details 77 Communication Ethics @ Work: Do We Hold Leaders Accountable for Their Ineffective Listening? .77 Communication Skills for a Digital Age: Listening to Your Social Media .82 Responding Effectively to Others 82 Responding with Verbal Messages 83 Responding with Nonverbal Messages 83 Detailed Contents Responding with Empathic Messages 84 Responding to Gender and Cultural Differences 86 Leaders on Leadership: Listen Up 86 Helping Others Listen Effectively to You 87 Helping Others Select Your Messages 87 Helping Others Attend to Your Messages 87 Helping Others Understand Your Messages 88 Helping Others Remember Your Messages 89 Helping Others Respond to Your Messages .89 Wrap-Up 91 Reviewing Key Terms .92 The Principle Points 92 Applying Your Skills 93 CHAPTER Adapting to Differences .94 Adapting to Personality Differences 96 Willingness to Communicate 97 Communication Apprehension 99 Argumentativeness 101 Leaders on Leadership: The Power of Perspective 103 Adapting to Cultural Differences .104 Cultural Values 105 Communication Skills for a Digital Age: Making Organizational Websites Culturally Friendly 106 Strategies for Adapting 108 Adapting to Gender Differences .110 Powerful and Powerless Language 110 Conversational Rituals 111 Strategies for Adapting 113 Adapting to Generational Differences 114 Understanding Generation Y 114 Strategies for Adapting 115 Wrap-Up 116 Reviewing Key Terms 117 The Principle Points 117 Applying Your Skills 118 ix ... 436 Library of Congress Cataloging-in-Publication Data Beebe, Steven A Business and professional communication : principles and skills for leadership / Steven A Beebe, Timothy P Mottet — 2nd ed... www.pearsonhighered.com ISBN 0-2 0 5-0 289 9-3 ISBN 97 8-0 -2 0 5-0 289 9-3 Brief Contents PART I Communication Principles for Leadership Chapter Communicating and Leading at Work Chapter Being Aware of Self and Others 26... outdated and redundant information The result is a more concise text This page intentionally left blank Business and Professional Communication Principles and Skills for Leadership Second Edition Steven