{"product_id":"business-communication-australia-and-new-zealand","title":"Business Communication, Australia and New Zealand","description":"\u003cp\u003e\u003cb\u003eChapter 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCommunication today 1\u003c\/p\u003e \u003cp\u003eOne communication, two communications 2\u003c\/p\u003e \u003cp\u003ePriestley’s paradox 4\u003c\/p\u003e \u003cp\u003eCommunication: models for understanding 5\u003c\/p\u003e \u003cp\u003eModels 1 and 2: Lasswell, and Shannon and Weaver 5\u003c\/p\u003e \u003cp\u003eModels 3, 4 and 5: Berlo, Lievrouw\/Finn and Foulger 6\u003c\/p\u003e \u003cp\u003eModel 6: an expanded model of communication 8\u003c\/p\u003e \u003cp\u003eContext 17\u003c\/p\u003e \u003cp\u003eMessage termination and failure 17\u003c\/p\u003e \u003cp\u003eTime and simultaneity 17\u003c\/p\u003e \u003cp\u003eCommunication: always a good thing? 17\u003c\/p\u003e \u003cp\u003eCommunication and ethics 18\u003c\/p\u003e \u003cp\u003eEthics and rationalisation 18\u003c\/p\u003e \u003cp\u003eSummary 21\u003c\/p\u003e \u003cp\u003eKey terms 21\u003c\/p\u003e \u003cp\u003eReview questions 21\u003c\/p\u003e \u003cp\u003eApplied activities 22\u003c\/p\u003e \u003cp\u003eReferences 22\u003c\/p\u003e \u003cp\u003eAcknowledgements 25\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDocument design and graphic communication 27\u003c\/p\u003e \u003cp\u003eDocument and information design: an introduction 28\u003c\/p\u003e \u003cp\u003eSome definitions 28\u003c\/p\u003e \u003cp\u003eInformation design and readability 28\u003c\/p\u003e \u003cp\u003eDesigning information: how do you do it? 29\u003c\/p\u003e \u003cp\u003eStructure and analysis 31\u003c\/p\u003e \u003cp\u003eLayout: how does it look? 33\u003c\/p\u003e \u003cp\u003eTypes and fonts 34\u003c\/p\u003e \u003cp\u003eWhite space 36\u003c\/p\u003e \u003cp\u003eThe shape of the page 36\u003c\/p\u003e \u003cp\u003eParagraphs, lists, columns 37\u003c\/p\u003e \u003cp\u003eColour 37\u003c\/p\u003e \u003cp\u003eDocument design and structure 37\u003c\/p\u003e \u003cp\u003eLayout\/document design: from before to after 39\u003c\/p\u003e \u003cp\u003eEvery picture tells a story: graphic communication 42\u003c\/p\u003e \u003cp\u003eVisuals: what they are and how to use them 42\u003c\/p\u003e \u003cp\u003eOverview: which graphic do I use for which situation? 51\u003c\/p\u003e \u003cp\u003eData and the scale of things: the use and abuse of graphic communication 53\u003c\/p\u003e \u003cp\u003eSummary 54\u003c\/p\u003e \u003cp\u003eKey terms 54\u003c\/p\u003e \u003cp\u003eReview questions 54\u003c\/p\u003e \u003cp\u003eApplied activities 55\u003c\/p\u003e \u003cp\u003eReferences 55\u003c\/p\u003e \u003cp\u003eAcknowledgements 56\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDoing and using research 57\u003c\/p\u003e \u003cp\u003eResearch skills and the knowledge-based society 58\u003c\/p\u003e \u003cp\u003eThe research process 58\u003c\/p\u003e \u003cp\u003eResearching sources: primary, secondary and tertiary sources 59\u003c\/p\u003e \u003cp\u003eOrganising information 61\u003c\/p\u003e \u003cp\u003eUsing catalogues 63\u003c\/p\u003e \u003cp\u003eElectronic databases 65\u003c\/p\u003e \u003cp\u003eThe internet 66\u003c\/p\u003e \u003cp\u003eNote taking and tactile thinking 68\u003c\/p\u003e \u003cp\u003eUsing notetaking and reference management software 69\u003c\/p\u003e \u003cp\u003eReferring to secondary and tertiary sources 69\u003c\/p\u003e \u003cp\u003eReferencing systems and styles 69\u003c\/p\u003e \u003cp\u003eMay we quote you? Citing, quoting, paraphrasing and plagiarising 74\u003c\/p\u003e \u003cp\u003eLegitimate quotation: fair dealing 75\u003c\/p\u003e \u003cp\u003eIllegitimate quotation: plagiarising 76\u003c\/p\u003e \u003cp\u003eIllegitimate quotation again: ‘biblio-dumping’ 76\u003c\/p\u003e \u003cp\u003eSources: success and failure 77\u003c\/p\u003e \u003cp\u003eGetting the facts: primary sources of data 77\u003c\/p\u003e \u003cp\u003ePrimary data 77\u003c\/p\u003e \u003cp\u003eTypes of questions 78\u003c\/p\u003e \u003cp\u003eCollating data 80\u003c\/p\u003e \u003cp\u003eTesting your survey: don’t open the show without a rehearsal 80\u003c\/p\u003e \u003cp\u003eIntroducing the survey 80\u003c\/p\u003e \u003cp\u003eEnsure that your sampling is accurate 81\u003c\/p\u003e \u003cp\u003eSummary 83\u003c\/p\u003e \u003cp\u003eKey terms 83\u003c\/p\u003e \u003cp\u003eReview questions 83\u003c\/p\u003e \u003cp\u003eApplied activities 84\u003c\/p\u003e \u003cp\u003eReferences 84\u003c\/p\u003e \u003cp\u003eAcknowledgements 84\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWriting letters and emails 85\u003c\/p\u003e \u003cp\u003eLetters and emails: when, why and how 86\u003c\/p\u003e \u003cp\u003eThe eight Cs of written communication 86\u003c\/p\u003e \u003cp\u003eWriting emails 86\u003c\/p\u003e \u003cp\u003eWriting email: what structure? 87\u003c\/p\u003e \u003cp\u003eLayout and appearance 87\u003c\/p\u003e \u003cp\u003eFormatting emails for clarity and readability 89\u003c\/p\u003e \u003cp\u003eAttachments and links 89\u003c\/p\u003e \u003cp\u003eIdentity details 89\u003c\/p\u003e \u003cp\u003eEmail management 90\u003c\/p\u003e \u003cp\u003eEmail etiquette 90\u003c\/p\u003e \u003cp\u003eEmail: problems and opportunities 91\u003c\/p\u003e \u003cp\u003eLetters 92\u003c\/p\u003e \u003cp\u003eApproaches to writing business letters 92\u003c\/p\u003e \u003cp\u003eThe elements of a letter 93\u003c\/p\u003e \u003cp\u003eLetter formats 98\u003c\/p\u003e \u003cp\u003eLetters and emails: the message 99\u003c\/p\u003e \u003cp\u003eRoutine messages 99\u003c\/p\u003e \u003cp\u003eThe nonroutine: giving the news 99\u003c\/p\u003e \u003cp\u003eGood news correspondence 99\u003c\/p\u003e \u003cp\u003eGood news: using the direct approach 99\u003c\/p\u003e \u003cp\u003eBringing good news: what not to do 100\u003c\/p\u003e \u003cp\u003eCommunicating bad news 102\u003c\/p\u003e \u003cp\u003eLetting them down gently: the indirect approach 103\u003c\/p\u003e \u003cp\u003eIf you want their business, don’t give them the business 103\u003c\/p\u003e \u003cp\u003eBeing the bearer of bad news: how to do it well 104\u003c\/p\u003e \u003cp\u003eBuffers and sandwiches 104\u003c\/p\u003e \u003cp\u003eThe meat of the sandwich: telling the bad news 106\u003c\/p\u003e \u003cp\u003eBuffers: creating silver linings 108\u003c\/p\u003e \u003cp\u003eWriting technique and the bigger picture: silver linings and top brass 109\u003c\/p\u003e \u003cp\u003eBad news: an overview 109\u003c\/p\u003e \u003cp\u003ePersuasive correspondence 114\u003c\/p\u003e \u003cp\u003eStructuring persuasive documents: the AIDA sequence 115\u003c\/p\u003e \u003cp\u003eMessage plus 116\u003c\/p\u003e \u003cp\u003eCollection, request and order letters 117\u003c\/p\u003e \u003cp\u003eCollection letters 117\u003c\/p\u003e \u003cp\u003eRequest letters 118\u003c\/p\u003e \u003cp\u003ePlacing orders 120\u003c\/p\u003e \u003cp\u003eSummary 121\u003c\/p\u003e \u003cp\u003eKey terms 121\u003c\/p\u003e \u003cp\u003eReview questions 121\u003c\/p\u003e \u003cp\u003eApplied activities 121\u003c\/p\u003e \u003cp\u003eReferences 122\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eReports and proposals 123\u003c\/p\u003e \u003cp\u003eSo you’ve got to write a report … 124\u003c\/p\u003e \u003cp\u003eThe big leap: writing essays and writing reports 126\u003c\/p\u003e \u003cp\u003eWhat are reports for? 127\u003c\/p\u003e \u003cp\u003eInformation and persuasion: getting the mix right 128\u003c\/p\u003e \u003cp\u003eWho are reports for? Know your audience 129\u003c\/p\u003e \u003cp\u003eWhat is involved in preparing a report? A production model 130\u003c\/p\u003e \u003cp\u003eCommissioning the report 130\u003c\/p\u003e \u003cp\u003eIndividual or team? 131\u003c\/p\u003e \u003cp\u003ePlan scope, outline, tasks, scheduling 131\u003c\/p\u003e \u003cp\u003ePrimary, secondary and tertiary sources of data 131\u003c\/p\u003e \u003cp\u003eRedefine scope, outline, tasks, scheduling 132\u003c\/p\u003e \u003cp\u003eDesign graphics 132\u003c\/p\u003e \u003cp\u003eDraft, set aside, redraft 132\u003c\/p\u003e \u003cp\u003eEdit, produce, deliver 132\u003c\/p\u003e \u003cp\u003eEvaluate 133\u003c\/p\u003e \u003cp\u003eAnalytical reports 133\u003c\/p\u003e \u003cp\u003eGood news and bad news: structure and the politics of persuasion 133\u003c\/p\u003e \u003cp\u003eTitle 134\u003c\/p\u003e \u003cp\u003eContents page 134\u003c\/p\u003e \u003cp\u003eList of illustrations 134\u003c\/p\u003e \u003cp\u003eSummary\/synopsis\/abstract 135\u003c\/p\u003e \u003cp\u003eIntroduction 135\u003c\/p\u003e \u003cp\u003eDiscussion 135\u003c\/p\u003e \u003cp\u003eAvoiding bias and other problems 136\u003c\/p\u003e \u003cp\u003eConclusions 136\u003c\/p\u003e \u003cp\u003eRecommendations 137\u003c\/p\u003e \u003cp\u003eReferences, bibliography, endnotes 137\u003c\/p\u003e \u003cp\u003eAppendices or attachments 137\u003c\/p\u003e \u003cp\u003eGlossary, list of abbreviations and index 137\u003c\/p\u003e \u003cp\u003ePublishing and distributing your report 139\u003c\/p\u003e \u003cp\u003eFormatting for print and digital reports 139\u003c\/p\u003e \u003cp\u003eLetter\/memorandum\/email of transmittal 140\u003c\/p\u003e \u003cp\u003eA sample analytical report 140\u003c\/p\u003e \u003cp\u003eProposals 156\u003c\/p\u003e \u003cp\u003eHow to do it: writing a proposal 158\u003c\/p\u003e \u003cp\u003eWriting tenders 158\u003c\/p\u003e \u003cp\u003eSummary 161\u003c\/p\u003e \u003cp\u003eKey terms 161\u003c\/p\u003e \u003cp\u003eReview questions 161\u003c\/p\u003e \u003cp\u003eApplied activities 161\u003c\/p\u003e \u003cp\u003eReferences 162\u003c\/p\u003e \u003cp\u003eAcknowledgements 162\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eOnline writing 163\u003c\/p\u003e \u003cp\u003eThe offline world goes online 164\u003c\/p\u003e \u003cp\u003eOnline writing: mosaic and 3D 164\u003c\/p\u003e \u003cp\u003eScanning 166\u003c\/p\u003e \u003cp\u003eWriting for the web 167\u003c\/p\u003e \u003cp\u003eWebsites 167\u003c\/p\u003e \u003cp\u003eYou as a web writer 167\u003c\/p\u003e \u003cp\u003eWho are the readers? 168\u003c\/p\u003e \u003cp\u003eStructure your text for readers who scan 169\u003c\/p\u003e \u003cp\u003eMeta-tagging 170\u003c\/p\u003e \u003cp\u003eWriting for blogs 171\u003c\/p\u003e \u003cp\u003eWriting for social media 172\u003c\/p\u003e \u003cp\u003eUsing search engine optimisation 172\u003c\/p\u003e \u003cp\u003eCopyright and fair use in online writing 172\u003c\/p\u003e \u003cp\u003eSummary 174\u003c\/p\u003e \u003cp\u003eKey terms 174\u003c\/p\u003e \u003cp\u003eReview questions 174\u003c\/p\u003e \u003cp\u003eApplied activities 174\u003c\/p\u003e \u003cp\u003eReferences 175\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAcademic writing: the essay 177\u003c\/p\u003e \u003cp\u003eEssay writing 178\u003c\/p\u003e \u003cp\u003eWhat makes a good or bad essay? 178\u003c\/p\u003e \u003cp\u003eEssays: form and content 178\u003c\/p\u003e \u003cp\u003eEssay method 181\u003c\/p\u003e \u003cp\u003eFact versus opinion: just what is it you have to say? 182\u003c\/p\u003e \u003cp\u003eCritical analysis 182\u003c\/p\u003e \u003cp\u003eBias and balance 1 183\u003c\/p\u003e \u003cp\u003eSynthesis and originality 183\u003c\/p\u003e \u003cp\u003eBias and balance 2: the other side 184\u003c\/p\u003e \u003cp\u003eSources and proofs 184\u003c\/p\u003e \u003cp\u003eEssay structure 185\u003c\/p\u003e \u003cp\u003eThesis statements, summaries and drafting 186\u003c\/p\u003e \u003cp\u003eTopic sentences 186\u003c\/p\u003e \u003cp\u003eKeeping on track 187\u003c\/p\u003e \u003cp\u003eStyle and technique 187\u003c\/p\u003e \u003cp\u003eTime and technique 188\u003c\/p\u003e \u003cp\u003eSay what you mean, and mean what you say 188\u003c\/p\u003e \u003cp\u003eYou, the author 189\u003c\/p\u003e \u003cp\u003eAcademic writing versus workplace writing: match your style to your audience 190\u003c\/p\u003e \u003cp\u003eLayout factors 191\u003c\/p\u003e \u003cp\u003ePutting it together 191\u003c\/p\u003e \u003cp\u003eEssay writing: dos and don’ts 192\u003c\/p\u003e \u003cp\u003eSummary 193\u003c\/p\u003e \u003cp\u003eKey terms 193\u003c\/p\u003e \u003cp\u003eReview questions 193\u003c\/p\u003e \u003cp\u003eApplied activities 194\u003c\/p\u003e \u003cp\u003eReferences 194\u003c\/p\u003e \u003cp\u003eAcknowledgements 194\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eNonverbal communication 195\u003c\/p\u003e \u003cp\u003eWhat is nonverbal communication? 196\u003c\/p\u003e \u003cp\u003eBody structure and deep behaviour: the medium is the message? 197\u003c\/p\u003e \u003cp\u003eHead movements 198\u003c\/p\u003e \u003cp\u003eFacial expressions 198\u003c\/p\u003e \u003cp\u003eEyes 199\u003c\/p\u003e \u003cp\u003eVoice: it ain’t what you say, but the way that you say it 200\u003c\/p\u003e \u003cp\u003eSmell 201\u003c\/p\u003e \u003cp\u003eGesture 202\u003c\/p\u003e \u003cp\u003ePosture 203\u003c\/p\u003e \u003cp\u003eBody movement 203\u003c\/p\u003e \u003cp\u003eTouching 203\u003c\/p\u003e \u003cp\u003eClothing and adornment 204\u003c\/p\u003e \u003cp\u003ePersonal space\/territoriality 206\u003c\/p\u003e \u003cp\u003eEnvironment 207\u003c\/p\u003e \u003cp\u003eTime and cultural context 207\u003c\/p\u003e \u003cp\u003eApplying the model 208\u003c\/p\u003e \u003cp\u003eSummary 211\u003c\/p\u003e \u003cp\u003eKey terms 211\u003c\/p\u003e \u003cp\u003eReview questions 211\u003c\/p\u003e \u003cp\u003eApplied activities 211\u003c\/p\u003e \u003cp\u003eReferences 212\u003c\/p\u003e \u003cp\u003eAcknowledgements 215\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eInterpersonal skills 1: emotional intelligence, self-talk, assertiveness and the cooperative principle 217\u003c\/p\u003e \u003cp\u003eInterpersonal and intrapersonal skills: enlightenment, psychobabble or somewhere in between? 218\u003c\/p\u003e \u003cp\u003eEmotional intelligence (and other intelligences) 218\u003c\/p\u003e \u003cp\u003eIntelligence or competence? 218\u003c\/p\u003e \u003cp\u003eIncorporating emotional intelligence 219\u003c\/p\u003e \u003cp\u003eEmotional intelligence and artificial intelligence 220\u003c\/p\u003e \u003cp\u003eIntrapersonal communication: self-talk 222\u003c\/p\u003e \u003cp\u003eAn intrapersonal–interpersonal connection? 225\u003c\/p\u003e \u003cp\u003eAssertiveness 226\u003c\/p\u003e \u003cp\u003eAssertiveness plus 227\u003c\/p\u003e \u003cp\u003ePassive-aggressive: a fifth style of behaviour? 227\u003c\/p\u003e \u003cp\u003eAssessing your assertiveness: behaviour patterns 228\u003c\/p\u003e \u003cp\u003eAssertiveness: some verbal skills 229\u003c\/p\u003e \u003cp\u003e1. Say no 229\u003c\/p\u003e \u003cp\u003e2. Dismiss and redirect 230\u003c\/p\u003e \u003cp\u003e3. Questioning to prompt awareness 230\u003c\/p\u003e \u003cp\u003e4. Fogging 230\u003c\/p\u003e \u003cp\u003e5. Forcing a choice 230\u003c\/p\u003e \u003cp\u003e6. Broken record 231\u003c\/p\u003e \u003cp\u003e7. Ask for specifics 231\u003c\/p\u003e \u003cp\u003e8. Workable compromise 232\u003c\/p\u003e \u003cp\u003e9. Threats 232\u003c\/p\u003e \u003cp\u003eVerbal skills applied: a scenario 232\u003c\/p\u003e \u003cp\u003eAssertiveness: from theory to practice 233\u003c\/p\u003e \u003cp\u003eLimitations of assertiveness 233\u003c\/p\u003e \u003cp\u003eGrice: the cooperative principle 234\u003c\/p\u003e \u003cp\u003eSummary 235\u003c\/p\u003e \u003cp\u003eKey terms 235\u003c\/p\u003e \u003cp\u003eReview questions 235\u003c\/p\u003e \u003cp\u003eApplied activities 235\u003c\/p\u003e \u003cp\u003eReferences 236\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 10\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eInterpersonal skills 2: listening, questioning, feedback, the Johari window and impression management 239\u003c\/p\u003e \u003cp\u003eWho’s listening? 240\u003c\/p\u003e \u003cp\u003eListening: a vital workplace skill 242\u003c\/p\u003e \u003cp\u003eListening, power and gender 242\u003c\/p\u003e \u003cp\u003eListening and nonverbal communication 242\u003c\/p\u003e \u003cp\u003eListening: developing our skills 245\u003c\/p\u003e \u003cp\u003eThe right to remain silent 245\u003c\/p\u003e \u003cp\u003eBarriers to effective listening 246\u003c\/p\u003e \u003cp\u003eActually being interested in the other person: key to effective listening 247\u003c\/p\u003e \u003cp\u003eActive and reflective listening 248\u003c\/p\u003e \u003cp\u003eEffective questioning 249\u003c\/p\u003e \u003cp\u003eFeedback 252\u003c\/p\u003e \u003cp\u003eFeedback: what does it mean, and how might it work? 252\u003c\/p\u003e \u003cp\u003eWhy feedback? 253\u003c\/p\u003e \u003cp\u003ePerformance and potential 253\u003c\/p\u003e \u003cp\u003eThe feedback sequence: a verbal tool 253\u003c\/p\u003e \u003cp\u003eUsing the feedback sequence assertively (and not so assertively) 255\u003c\/p\u003e \u003cp\u003eReceiving feedback 258\u003c\/p\u003e \u003cp\u003eThe Johari window 259\u003c\/p\u003e \u003cp\u003eFeedback and disclosure 260\u003c\/p\u003e \u003cp\u003eDifferent windows: bulls, confessors and others 260\u003c\/p\u003e \u003cp\u003eWindows: individual, group, organisational 261\u003c\/p\u003e \u003cp\u003eImpression management 261\u003c\/p\u003e \u003cp\u003eImpression management and getting a job 262\u003c\/p\u003e \u003cp\u003eImpression management and deceptive organisations 264\u003c\/p\u003e \u003cp\u003eSummary 266\u003c\/p\u003e \u003cp\u003eKey terms 266\u003c\/p\u003e \u003cp\u003eReview questions 266\u003c\/p\u003e \u003cp\u003eApplied activities 267\u003c\/p\u003e \u003cp\u003eReferences 267\u003c\/p\u003e \u003cp\u003eAcknowledgements 268\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 11\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eOral communication 269\u003c\/p\u003e \u003cp\u003eSpeaking out and finding your tongue 270\u003c\/p\u003e \u003cp\u003eForms of oral communication 270\u003c\/p\u003e \u003cp\u003eDifferent types of oral communication discourse 271\u003c\/p\u003e \u003cp\u003eSpoken words and written words 272\u003c\/p\u003e \u003cp\u003eAudiences: targets for your message 274\u003c\/p\u003e \u003cp\u003ePersuading your audience: a power map approach 274\u003c\/p\u003e \u003cp\u003eAnalysing and working with problem audiences and audience members 276\u003c\/p\u003e \u003cp\u003ePlanning and structuring: what is your message? 278\u003c\/p\u003e \u003cp\u003eTime planning 278\u003c\/p\u003e \u003cp\u003eContent planning 278\u003c\/p\u003e \u003cp\u003ePractice makes perfect: the value of rehearsal 280\u003c\/p\u003e \u003cp\u003e‘You’re on now!’ — managing your stress 282\u003c\/p\u003e \u003cp\u003eNonverbal communication 284\u003c\/p\u003e \u003cp\u003e‘Do I really look\/sound like that?’ Feedback on performance 284\u003c\/p\u003e \u003cp\u003eSpeaking: a two-way process 284\u003c\/p\u003e \u003cp\u003e‘Good’ and ‘bad’ nonverbal communication 285\u003c\/p\u003e \u003cp\u003eBody language meets content: you are a speaker, not a reader 288\u003c\/p\u003e \u003cp\u003eUsing your voice 289\u003c\/p\u003e \u003cp\u003eArticulateness and articulation: the hard work of speaking 289\u003c\/p\u003e \u003cp\u003eUsing audiovisual aids 292\u003c\/p\u003e \u003cp\u003eThe delivery: getting feedback on performance 295\u003c\/p\u003e \u003cp\u003eSummary 298\u003c\/p\u003e \u003cp\u003eKey terms 298\u003c\/p\u003e \u003cp\u003eReview questions 298\u003c\/p\u003e \u003cp\u003eApplied activities 298\u003c\/p\u003e \u003cp\u003eReferences 299\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 12\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eArgument: logic, persuasion and influence 301\u003c\/p\u003e \u003cp\u003eArguing about argument 302\u003c\/p\u003e \u003cp\u003eThe structure of arguments 302\u003c\/p\u003e \u003cp\u003eLogic and argument 303\u003c\/p\u003e \u003cp\u003eInductive and deductive logic 303\u003c\/p\u003e \u003cp\u003eOther tools of logic 304\u003c\/p\u003e \u003cp\u003eToulmin’s model of argumentation 306\u003c\/p\u003e \u003cp\u003eFallacies and non-fallacies (ethical argument tools) 307\u003c\/p\u003e \u003cp\u003eIs logic enough? 312\u003c\/p\u003e \u003cp\u003ePersuasion 312\u003c\/p\u003e \u003cp\u003eThe message sender 313\u003c\/p\u003e \u003cp\u003eThe message itself 314\u003c\/p\u003e \u003cp\u003eSending the message 317\u003c\/p\u003e \u003cp\u003eFoot-in-the-door versus door-in-the-face 317\u003c\/p\u003e \u003cp\u003eCentral versus peripheral processing 317\u003c\/p\u003e \u003cp\u003ePersuasion–propaganda sequences 318\u003c\/p\u003e \u003cp\u003eThe message recipient 318\u003c\/p\u003e \u003cp\u003eMaslow’s model 318\u003c\/p\u003e \u003cp\u003eOther motivators 319\u003c\/p\u003e \u003cp\u003eThe message recipient 320\u003c\/p\u003e \u003cp\u003eObedience, rationalising and true believers 321\u003c\/p\u003e \u003cp\u003eResponses to the message 322\u003c\/p\u003e \u003cp\u003eInfluence 322\u003c\/p\u003e \u003cp\u003ePrinciples of influence 322\u003c\/p\u003e \u003cp\u003eTactics of influence 323\u003c\/p\u003e \u003cp\u003eSummary 325\u003c\/p\u003e \u003cp\u003eKey terms 325\u003c\/p\u003e \u003cp\u003eReview questions 326\u003c\/p\u003e \u003cp\u003eApplied activities 326\u003c\/p\u003e \u003cp\u003eReferences 326\u003c\/p\u003e \u003cp\u003eAcknowledgements 327\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 13\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eNegotiation skills 329\u003c\/p\u003e \u003cp\u003eWhat is negotiation? 330\u003c\/p\u003e \u003cp\u003eWinning and losing: games and pies 330\u003c\/p\u003e \u003cp\u003e‘Win–win’: not just a cliché 332\u003c\/p\u003e \u003cp\u003eWATNA, BATNA and Plan Bs 332\u003c\/p\u003e \u003cp\u003eAvoidance 334\u003c\/p\u003e \u003cp\u003eChoosing approaches 334\u003c\/p\u003e \u003cp\u003eResearch or sniffing around 335\u003c\/p\u003e \u003cp\u003eGoals 335\u003c\/p\u003e \u003cp\u003ePositions, fallbacks and bottom lines 335\u003c\/p\u003e \u003cp\u003eConcessions 336\u003c\/p\u003e \u003cp\u003ePositions versus interests 338\u003c\/p\u003e \u003cp\u003eInvesting time in uncovering interests 340\u003c\/p\u003e \u003cp\u003eTerritory and negotiation 341\u003c\/p\u003e \u003cp\u003eOur place: what’s good 342\u003c\/p\u003e \u003cp\u003eOur place: what’s not so good 343\u003c\/p\u003e \u003cp\u003eTheir place: what’s good 343\u003c\/p\u003e \u003cp\u003eTheir place: what’s not so good 344\u003c\/p\u003e \u003cp\u003eAnother place: what’s good 344\u003c\/p\u003e \u003cp\u003eAnother place: what’s not so good 344\u003c\/p\u003e \u003cp\u003eTime and negotiation 345\u003c\/p\u003e \u003cp\u003ePublics and negotiation 345\u003c\/p\u003e \u003cp\u003eStress and negotiation 345\u003c\/p\u003e \u003cp\u003ePackaging and negotiation 345\u003c\/p\u003e \u003cp\u003eChoosing people 346\u003c\/p\u003e \u003cp\u003eChoosing tools 347\u003c\/p\u003e \u003cp\u003eNonverbal sensitivity 347\u003c\/p\u003e \u003cp\u003eListening and questioning skills 347\u003c\/p\u003e \u003cp\u003ePersuasive skills 348\u003c\/p\u003e \u003cp\u003eSignalling skills 348\u003c\/p\u003e \u003cp\u003eCultural and gender sensitivity 350\u003c\/p\u003e \u003cp\u003eCommunication channels 350\u003c\/p\u003e \u003cp\u003eNegotiation styles 350\u003c\/p\u003e \u003cp\u003eStrategies and tactics 353\u003c\/p\u003e \u003cp\u003ePlanning 355\u003c\/p\u003e \u003cp\u003eRole-play: be smart, not shy or cynical 356\u003c\/p\u003e \u003cp\u003eAgreement 356\u003c\/p\u003e \u003cp\u003eConfirming it 357\u003c\/p\u003e \u003cp\u003eNegotiation: not a line but a circle 357\u003c\/p\u003e \u003cp\u003eSummary 358\u003c\/p\u003e \u003cp\u003eKey terms 358\u003c\/p\u003e \u003cp\u003eReview questions 358\u003c\/p\u003e \u003cp\u003eApplied activities 359\u003c\/p\u003e \u003cp\u003eReferences 359\u003c\/p\u003e \u003cp\u003eAcknowledgements 361\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 14\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eConflict management 363\u003c\/p\u003e \u003cp\u003eConflict: not always a bad thing 364\u003c\/p\u003e \u003cp\u003eResolving and managing conflict 365\u003c\/p\u003e \u003cp\u003eWhat causes conflict? 365\u003c\/p\u003e \u003cp\u003eDiagnosing conflict 366\u003c\/p\u003e \u003cp\u003eConflict-handling styles 368\u003c\/p\u003e \u003cp\u003eThe conflict spiral 369\u003c\/p\u003e \u003cp\u003eChallenging the spiral 371\u003c\/p\u003e \u003cp\u003eIntrapersonal and role conflict: struggles with ourselves 372\u003c\/p\u003e \u003cp\u003eConflict in organisations 374\u003c\/p\u003e \u003cp\u003eApproaches to managing conflict 376\u003c\/p\u003e \u003cp\u003eNegotiation 376\u003c\/p\u003e \u003cp\u003eInterpersonal skills 376\u003c\/p\u003e \u003cp\u003eCultural and gender differences 376\u003c\/p\u003e \u003cp\u003eGroup dynamics 376\u003c\/p\u003e \u003cp\u003eContact and communication 377\u003c\/p\u003e \u003cp\u003eSuperordinate goals 377\u003c\/p\u003e \u003cp\u003eTit for tat 377\u003c\/p\u003e \u003cp\u003eDe-escalation thresholds 378\u003c\/p\u003e \u003cp\u003eApology 378\u003c\/p\u003e \u003cp\u003eForgiveness 378\u003c\/p\u003e \u003cp\u003ePraise 378\u003c\/p\u003e \u003cp\u003eSacrifice 379\u003c\/p\u003e \u003cp\u003eNew resources 379\u003c\/p\u003e \u003cp\u003eDecoupling and buffering 379\u003c\/p\u003e \u003cp\u003eFormal authority 379\u003c\/p\u003e \u003cp\u003ePlanning 379\u003c\/p\u003e \u003cp\u003eScale 379\u003c\/p\u003e \u003cp\u003eBe precise — say what you mean 380\u003c\/p\u003e \u003cp\u003eStalemates 380\u003c\/p\u003e \u003cp\u003eCompromise 381\u003c\/p\u003e \u003cp\u003eMediation 381\u003c\/p\u003e \u003cp\u003eConflict creation 382\u003c\/p\u003e \u003cp\u003eSummary 383\u003c\/p\u003e \u003cp\u003eKey terms 383\u003c\/p\u003e \u003cp\u003eReview questions 383\u003c\/p\u003e \u003cp\u003eApplied activities 384\u003c\/p\u003e \u003cp\u003eReferences 385\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 15\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntercultural communication 387\u003c\/p\u003e \u003cp\u003eCulture and cultures — some definitions 388\u003c\/p\u003e \u003cp\u003eIntercultural communication: an overview 389\u003c\/p\u003e \u003cp\u003eAcculturation: coming to terms with ‘the other’ 390\u003c\/p\u003e \u003cp\u003eThe cultural intelligence model 393\u003c\/p\u003e \u003cp\u003eWhich comes first? Culture or economics? 393\u003c\/p\u003e \u003cp\u003eHofstede’s model of culture 394\u003c\/p\u003e \u003cp\u003eLimitations of Hofstede’s model 397\u003c\/p\u003e \u003cp\u003eHouse’s model of cultures 398\u003c\/p\u003e \u003cp\u003eGLOBE and communication 401\u003c\/p\u003e \u003cp\u003eHall’s context model 402\u003c\/p\u003e \u003cp\u003eContext, understanding and misunderstanding 404\u003c\/p\u003e \u003cp\u003eDiverse planet, diverse nation, diverse organisation? 405\u003c\/p\u003e \u003cp\u003eSummary 409\u003c\/p\u003e \u003cp\u003eKey terms 409\u003c\/p\u003e \u003cp\u003eReview questions 409\u003c\/p\u003e \u003cp\u003eApplied activities 410\u003c\/p\u003e \u003cp\u003eReferences 410\u003c\/p\u003e \u003cp\u003eAcknowledgements 412\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 16\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eOrganisational communication 413\u003c\/p\u003e \u003cp\u003eOrganisations: systems of communication effectiveness and communication breakdown 414\u003c\/p\u003e \u003cp\u003eWhat is organisational communication? 414\u003c\/p\u003e \u003cp\u003eCommunication channels 415\u003c\/p\u003e \u003cp\u003eStructures: organisational design 416\u003c\/p\u003e \u003cp\u003eCommunication flows 416\u003c\/p\u003e \u003cp\u003eWhat value does good organisational communication have? 417\u003c\/p\u003e \u003cp\u003eFlat versus tall organisations 418\u003c\/p\u003e \u003cp\u003eCentralised versus decentralised organisations 419\u003c\/p\u003e \u003cp\u003eOrganic versus mechanistic organisations 421\u003c\/p\u003e \u003cp\u003eNetworking: group process and interpersonal strategies 422\u003c\/p\u003e \u003cp\u003eVirtual organisations 422\u003c\/p\u003e \u003cp\u003eNetwork roles 422\u003c\/p\u003e \u003cp\u003eNetworkers 423\u003c\/p\u003e \u003cp\u003eThe informal organisation: I heard it through the grapevine 425\u003c\/p\u003e \u003cp\u003eOrganisational culture and communication 428\u003c\/p\u003e \u003cp\u003eBad culture 1: silos 430\u003c\/p\u003e \u003cp\u003eBad culture 2: the culture of silence 432\u003c\/p\u003e \u003cp\u003eCommunication and knowledge management 432\u003c\/p\u003e \u003cp\u003eSummary 435\u003c\/p\u003e \u003cp\u003eKey terms 435\u003c\/p\u003e \u003cp\u003eReview questions 436\u003c\/p\u003e \u003cp\u003eApplied activities 436\u003c\/p\u003e \u003cp\u003eReferences 436\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 17\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePublic communication 441\u003c\/p\u003e \u003cp\u003eContext of public relations communication 442\u003c\/p\u003e \u003cp\u003eWhat do public relations practitioners actually do? 444\u003c\/p\u003e \u003cp\u003eWho are public relations practitioners communicating with? 445\u003c\/p\u003e \u003cp\u003ePublic relations campaigns 446\u003c\/p\u003e \u003cp\u003eSituation analysis 446\u003c\/p\u003e \u003cp\u003eGoals and objectives 447\u003c\/p\u003e \u003cp\u003eResearch 447\u003c\/p\u003e \u003cp\u003eCommunication strategy 448\u003c\/p\u003e \u003cp\u003eBudget, results and evaluation 449\u003c\/p\u003e \u003cp\u003ePublic communication documents 449\u003c\/p\u003e \u003cp\u003eMedia releases 449\u003c\/p\u003e \u003cp\u003eBackgrounders 452\u003c\/p\u003e \u003cp\u003ePosition papers 452\u003c\/p\u003e \u003cp\u003eFact sheets 453\u003c\/p\u003e \u003cp\u003eProfiles 453\u003c\/p\u003e \u003cp\u003eMedia kits 453\u003c\/p\u003e \u003cp\u003eCrisis communication 454\u003c\/p\u003e \u003cp\u003eIssue definition 454\u003c\/p\u003e \u003cp\u003eEnvironmental scanning and crisis control 455\u003c\/p\u003e \u003cp\u003eTransparency and communication 455\u003c\/p\u003e \u003cp\u003eCommunicating in a crisis 456\u003c\/p\u003e \u003cp\u003eCommunication language 456\u003c\/p\u003e \u003cp\u003eConcise language 457\u003c\/p\u003e \u003cp\u003eClear language 458\u003c\/p\u003e \u003cp\u003eCool language 458\u003c\/p\u003e \u003cp\u003eConcrete language 459\u003c\/p\u003e \u003cp\u003eConcerned language 459\u003c\/p\u003e \u003cp\u003eFeeding back: from crisis tactics to organisational strategy 460\u003c\/p\u003e \u003cp\u003eSummary 461\u003c\/p\u003e \u003cp\u003eKey terms 461\u003c\/p\u003e \u003cp\u003eReview questions 462\u003c\/p\u003e \u003cp\u003eApplied activities 462\u003c\/p\u003e \u003cp\u003eReferences 462\u003c\/p\u003e \u003cp\u003eAcknowledgements 463\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 18\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eTeam communication 465\u003c\/p\u003e \u003cp\u003eGroups, teams and leaders 466\u003c\/p\u003e \u003cp\u003eGroup dynamics: how do groups work? 466\u003c\/p\u003e \u003cp\u003eGroup membership 467\u003c\/p\u003e \u003cp\u003eGroup versus individual performance 469\u003c\/p\u003e \u003cp\u003eSynergy and social loafing 469\u003c\/p\u003e \u003cp\u003eRoles people play 470\u003c\/p\u003e \u003cp\u003eNorms 477\u003c\/p\u003e \u003cp\u003eGroupthink — where you least expect it? 480\u003c\/p\u003e \u003cp\u003eStages of group development 483\u003c\/p\u003e \u003cp\u003eGroup or team? 484\u003c\/p\u003e \u003cp\u003eTeams: strengths and weaknesses 485\u003c\/p\u003e \u003cp\u003eTeams: the good news 485\u003c\/p\u003e \u003cp\u003eTeams: the bad news 486\u003c\/p\u003e \u003cp\u003eVirtual teams 488\u003c\/p\u003e \u003cp\u003eOvercoming communication challenges 488\u003c\/p\u003e \u003cp\u003eSharing information 489\u003c\/p\u003e \u003cp\u003eCoordinating work 489\u003c\/p\u003e \u003cp\u003eCreativity and collaboration 489\u003c\/p\u003e \u003cp\u003eBuilding connection, shared culture and trust 490\u003c\/p\u003e \u003cp\u003eCommunicating with others in the group\/team 492\u003c\/p\u003e \u003cp\u003eSummary 493\u003c\/p\u003e \u003cp\u003eKey terms 493\u003c\/p\u003e \u003cp\u003eReview questions 494\u003c\/p\u003e \u003cp\u003eApplied activities 494\u003c\/p\u003e \u003cp\u003eReferences 494\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 19\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCommunicating in meetings 499\u003c\/p\u003e \u003cp\u003eMeetings: the good news and the bad news 500\u003c\/p\u003e \u003cp\u003eMeetings: how do they work? 500\u003c\/p\u003e \u003cp\u003eMeetings: structure versus power 502\u003c\/p\u003e \u003cp\u003eMeeting structure 503\u003c\/p\u003e \u003cp\u003eMeetings: making them happen 506\u003c\/p\u003e \u003cp\u003eThe chairperson 506\u003c\/p\u003e \u003cp\u003eThe secretary or note-taker 507\u003c\/p\u003e \u003cp\u003eAgendas and minutes 508\u003c\/p\u003e \u003cp\u003eQuestions that need to be asked about meetings 511\u003c\/p\u003e \u003cp\u003eMeeting decision making and problem solving 513\u003c\/p\u003e \u003cp\u003eSupport of individual or leader 513\u003c\/p\u003e \u003cp\u003eVoting 514\u003c\/p\u003e \u003cp\u003eConsensus 516\u003c\/p\u003e \u003cp\u003eBrainstorming 517\u003c\/p\u003e \u003cp\u003eDelphi 518\u003c\/p\u003e \u003cp\u003eNominal group technique 519\u003c\/p\u003e \u003cp\u003eImproved nominal group technique 520\u003c\/p\u003e \u003cp\u003eVirtual meetings 522\u003c\/p\u003e \u003cp\u003eVirtual meetings: the upside 523\u003c\/p\u003e \u003cp\u003eVirtual meetings: the downside 524\u003c\/p\u003e \u003cp\u003eGetting the most out of meetings: surviving and flourishing as a participant 525\u003c\/p\u003e \u003cp\u003eSummary 527\u003c\/p\u003e \u003cp\u003eKey terms 527\u003c\/p\u003e \u003cp\u003eReview questions 527\u003c\/p\u003e \u003cp\u003eApplied activities 528\u003c\/p\u003e \u003cp\u003eReferences 528\u003c\/p\u003e \u003cp\u003eAcknowledgements 530\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 20\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eEmployment communication 531\u003c\/p\u003e \u003cp\u003eEmployment: the bigger picture 532\u003c\/p\u003e \u003cp\u003eJob takers and job makers 532\u003c\/p\u003e \u003cp\u003eCareer paths 532\u003c\/p\u003e \u003cp\u003eWhere are the jobs? 532\u003c\/p\u003e \u003cp\u003eWhat do employers really want? 533\u003c\/p\u003e \u003cp\u003eHow to prepare for the job market 534\u003c\/p\u003e \u003cp\u003eBecome more flexible 534\u003c\/p\u003e \u003cp\u003eBecome more organised 535\u003c\/p\u003e \u003cp\u003eThink big and think small 535\u003c\/p\u003e \u003cp\u003eBecome a job researcher 535\u003c\/p\u003e \u003cp\u003eBecome a networker 536\u003c\/p\u003e \u003cp\u003eBuild a personal brand 537\u003c\/p\u003e \u003cp\u003eBuild a skills–knowledge–experience mix 537\u003c\/p\u003e \u003cp\u003ePutting it all together 539\u003c\/p\u003e \u003cp\u003eJob application evaluation 539\u003c\/p\u003e \u003cp\u003eThe document mix 540\u003c\/p\u003e \u003cp\u003eReferences 547\u003c\/p\u003e \u003cp\u003eTranscripts and qualifications 548\u003c\/p\u003e \u003cp\u003eJob seeking: the funny side 549\u003c\/p\u003e \u003cp\u003eReaders: human and machine 550\u003c\/p\u003e \u003cp\u003eApplicant tracking system software 550\u003c\/p\u003e \u003cp\u003eHow to beat the robot readers of your résumé 551\u003c\/p\u003e \u003cp\u003eCheating on your résumé or not? 552\u003c\/p\u003e \u003cp\u003eSix seconds — is this the average time a recruiter spends looking at your résumé? 554\u003c\/p\u003e \u003cp\u003eThe interview process 554\u003c\/p\u003e \u003cp\u003ePreparing for the interview 554\u003c\/p\u003e \u003cp\u003eThe nature of interviews 554\u003c\/p\u003e \u003cp\u003eQuestioning techniques 555\u003c\/p\u003e \u003cp\u003eThe other side of the table 558\u003c\/p\u003e \u003cp\u003eTesting, testing assessment of applicants 558\u003c\/p\u003e \u003cp\u003eSummary 560\u003c\/p\u003e \u003cp\u003eKey terms 560\u003c\/p\u003e \u003cp\u003eReview questions 560\u003c\/p\u003e \u003cp\u003eApplied activities 561\u003c\/p\u003e \u003cp\u003eReferences 561\u003c\/p\u003e \u003cp\u003eAcknowledgements 563\u003cbr\u003e\u003cbr\u003e Index 565\u003c\/p\u003e","brand":"Baden Eunson","offers":[{"title":"Default Title","offer_id":42849123500093,"sku":"9780730369646","price":168.26,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0597\/7689\/2989\/files\/9780730369646_de215286-380a-4a05-baf6-4147dff96587.jpg?v=1766994575","url":"https:\/\/www.palmleaf.com.au\/products\/business-communication-australia-and-new-zealand","provider":"Palmleaf","version":"1.0","type":"link"}