Communication works

Cover Page 1 Title Page 2 Copyright 3 Dedication 4 Brief Contents 6 Contents 8 About the Authors 18 Acknowledgments 27 Half Title Page 30 PART 1 THE ESSENTIALS OF COMMUNICATION 31 CHAPTER 1 Communication: Begin Right Here! 32 What Is Communication? 33 SKILL BUILDER: Rate Yourself as a Communicator 35 Elements of Communication: Picturing the Communication Model 35 People 35 Messages 35 Channels 36 Noise 36 Context 37 Feedback 37 Effect 37 Models of Communication 38 How Good a Communicator Are You? Understanding Core Communication Principles 40 Communication Is Dynamic 40 Communication Is Unrepeatable and Irreversible 40 Communication Has No Opposite 40 Communication Is Affected by Culture 41 Communication Is Influenced by Ethics 41 Communication Is Competence-Based 41 Media and Technology Are Transforming Communication 41 Why We Communicate 45 To Gain Self-Understanding and Insight into Others 45 To Form Meaningful Relationships 45 MEDIA WISE: Does Reality TV Reflect Reality? 46 To Influence Others 46 EXPLORING DIVERSITY: “I Hate Him” 47 For Career Development 47 COMMUNICATION SKILLS: Practice Effective Communication 47 THE WRAP-UP 48 Summary 48 Key Chapter Terminology 50 CHAPTER 2 Communicating in a Multicultural Society and World 52 Culture’s Many Faces: Speaking of Difference 53 What Happened to the Melting Pot? 54 Culture and Communication 55 What You Understand About Difference Matters 56 How You Feel About Difference Matters 57 Cultures Within Cultures 58 Influences on Cultural Identity 58 ETHICS AND COMMUNICATION: Through Others’ Eyes 59 MEDIA WISE: The Cultural Storyteller 60 Cultures and Co-Cultures 60 SKILL BUILDER: Ethnocentrism versus Cultural Relativism 62 Dimensions of Culture in Action 62 EXPLORING DIVERSITY: Understanding Other Cultures 63 Individualism versus Collectivism 63 High Context versus Low Context 63 High Power Distance versus Low Power Distance 64 Monochromic versus Polychromic Culture 64 Masculine versus Feminine Culture 64 Interpreting Cultural Differences 65 Technology and Community 65 COMMUNICATION SKILLS : Practice Intercultural Communication 67 THE WRAP-UP 68 Summary 68 Key Chapter Terminology 70 CHAPTER 3 The “I” Behind the Eye: Perception and the Self 72 What Is Perception? 73 Picturing Perception in Action 73 How We Perceive 74 How We Organize Our Perceptions 76 Perceiving the Self: Who Are You? 78 Looking at the Self 78 The Self-Concept/Behavior Connection 79 How Self-Concept Develops 80 ETHICS AND COMMUNICATION: Age, Physical Challenges, Self-Esteem, and Perception 82 SKILL BUILDER: Me, You, and Media 83 Developing Self- Awareness 85 Identifying Our Life Scripts 85 Viewing Ourselves and Others: The Johari Window 86 SKILL BUILDER: Symbolizing the Self 88 Managing Impressions 88 Barriers to Perceiving Yourself and Others 89 Is Your Past Following You? 89 EXPLORING DIVERSITY: What Do You See? What Do You Think? 90 Are Your Eyes and Mind Closed? 90 Do You Freeze Your Perceptions? 91 Are You a Lazy Perceiver? 92 Do You Think That You Know It All? 93 Are You Wearing Blinders? 93 Do You Confuse Facts and Inferences? 94 SKILL BUILDER: The Detective 95 Do You Lack Empathy? 95 Gender, Self-Concept, and Perception 96 Culture, Self-Concept, and Perception 98 EXPLORING DIVERSITY: Idiocentric versus Allocentric 100 Self-Concept, Perception, and Media and Technology 100 COMMUNICATION SKILLS : Practice Improving Perception of the Self and Others 104 THE WRAP-UP 105 Summary 105 Key Chapter Terminology 106 CHAPTER 4 Language and Meaning: Helping Minds Meet 108 Language: Words, Things, and Thoughts 109 The Communication of Meaning 109 ETHICS AND COMMUNICATION: Looking at Language 110 Word Barriers 110 Meanings Are Both Denotative and Connotative 110 SKILL BUILDER: A Time Capsule for Words 112 Whether Language Is Concrete or Abstract Influences Meaning 113 Problems with Meanings: Patterns of Miscommunication 114 Bypassing: Confusing Meanings 114 Labeling: Confusing Words and Things 115 Polarization: The Missing Middle 115 Evasive and Emotive Language 116 Politically Correct Language 116 Culture and Language 117 Culture Influences the Words Used 117 Cultural Differences Can Lead to Confused Translations 119 Culture Influences Communication Style 119 Prejudiced Talk 120 EXPLORING DIVERSITY: Walk in My Moccasins 121 Globalization Influences Language Use 121 Hip-Hop and Rap Talk 122 Gender and Language 123 Sexism in Language 123 Gender and Speech Style 123 MEDIA WISE: What Words Do We Remember? What Words Do We Use? 124 Gender- Lects 125 Language and Power 126 Profanity and Obscenity: Incivility and the Coarsening of Language 127 Technology and Language Use 129 COMMUNICATION SKILLS : Practice Thinking Critically about Language Use 130 THE WRAP-UP 131 Summary 131 Key Chapter Terminology 132 CHAPTER 5 Nonverbal Communication: Silent Language Speaks 134 Communicating Without Words 135 SKILL BUILDER: Facecrime 136 Characteristics of Nonverbal Communication: Cues and Contexts 136 Functions of Nonverbal Communication 137 Message Reinforcement or Complementation 137 Message Negation 138 Message Substitution 138 Message Accentuation or Intensifi cation 139 Message Regulation 139 Types of Nonverbal Messages 139 Body Language: Kinesics 139 ETHICS AND COMMUNICATION: Nonverbal Cues and Status 144 Voice: Paralanguage 144 Space and Distance: Proxemic and Environmental Factors 147 ETHICS AND COMMUNICATION: Guarded Territory and the New Need for Security 151 Appearance 151 MEDIA WISE: Body Talk, Clothes Talk 152 Clothing and Artifacts 153 Colors: Meanings and Associations 153 Time: Communicative Value of Chronemics 155 Touch: Haptics 156 Smell: Olfactics 157 Truth, Deception, and Nonverbal Communication 158 Gender and Nonverbal Behavior: Masculine and Feminine Styles 159 Culture and Nonverbal Behavior 160 EXPLORING DIVERSITY: Etiquette 162 Technology and Nonverbal Communication 162 COMMUNICATION SKILLS : Practice Using and Observing Nonverbal Cues 164 THE WRAP-UP 165 Summary 165 Key Chapter Terminology 166 CHAPTER 6 Listening, Feedback, and Critical Thinking 168 Listening and Communication 169 SKILL BUILDER: Are You Listening? 170 Listening Is More Than Hearing 170 Listening Takes Effort 171 Are You a Receptive Listener? 175 Are You Ready to Listen Beyond Words? 175 Types of Listening 176 Appreciative Listening 176 Comprehensive Listening 176 Critical Listening 176 Empathic Listening 176 The Stages of Listening: More Than Meets the Ear 177 The Hearing Stage 178 The Understanding Stage 178 The Remembering Stage 178 The Interpreting Stage 179 The Evaluating Stage 179 The Responding Stage 179 The Ethics of Listening: Problem Behaviors 179 MEDIA WISE: Talk, Talk, Talk 181 Feedback: The Listener’s Response 181 SKILL BUILDER: Looking at Faulty Listening 182 EXPLORING DIVERSITY: Feedback in Japan 184 The Role of Critical Thinking: Assessing the Credibility of What You Listen To 186 What Critical Thinkers Think About 186 The Critical versus the Uncritical Thinker 187 Questions to Facilitate Critical Thinking 188 Gender and Listening Style 188 ETHICS AND COMMUNICATION: Would You Ask for and Listen to Directions? 189 Influence of Culture on Listening 189 Influence of Media and Technology on Listening and Thinking 191 Media Influences 191 Technology Influences 191 MEDIA WISE: Listening Gains and Losses 192 EXPLORING DIVERSITY: Online Listeners 193 COMMUNICATION SKILLS : Practice Listening Skills 194 THE WRAP-UP 195 Summary 195 Key Chapter Terminology 196 Looking Back and Ahead: Consider This Case: First Impressions 197 PART 2 INTERPERSONAL COMMUNICATION 199 CHAPTER 7 Understanding Relationships 200 The Role of Relationships 201 SKILL BUILDER: One Relationship, Indivisible 202 Relationships Fulfill Needs 202 Conversations Connect Us with Others 204 Relationships Differ in Breadth and Depth 206 Self-Disclosure Affects Breadth and Depth 207 Privacy Needs Affect Breadth and Depth 208 Development and Analysis of Relationships 208 Relationship Stages: A Developmental Model 209 A Special Case: Relationship Termination Caused by Death 213 Relationships Have Costs and Benefits 214 Relationships Experience Tensions 215 Lying, Trust, and Relationships 216 Lying and Relationship Development 216 EXPLORING DIVERSITY: Does the Truth Lie? 218 Trust and Relationship Development 218 ETHICS AND COMMUNICATION: Does the Truth Hurt? 219 Laughter as an Interpersonal Tool 219 Gender, Culture, and Relationships 220 Gender and Relationships 220 MEDIA WISE: Too Few? Too Sexy? 222 Culture and Relationships 222 Technology and Our Relationships 223 COMMUNICATION SKILLS: Practice Improving Interpersonal Relationships 226 THE WRAP-UP 227 Summary 227 Key Chapter Terminology 228 CHAPTER 8 Person-to-Person: Relationships in Context 230 The Attraction Factor in Relationships 231 Attractiveness 231 Proximity 231 Reinforcement 231 Similarity 232 Complementarity 232 Predicting Relationship Outcomes: The Uncertainty Factor 232 We Start as Strangers: Reducing Relationship Uncertainty 232 Types of Relationships 233 Acquaintanceships 233 Friendships 233 Romantic Relationships 235 Family Relationships 236 MEDIA WISE: TV, the Internet, and the Family 237 Work Relationships 237 Emotions in Action 238 The Range of Emotions 239 Can You Feel What Others Feel? 240 ETHICS AND COMMUNICATION: Emotional Contagion 242 Are Feelings Shared? 242 Suppressing and Disclosing Feelings 243 EXPLORING DIVERSITY: Culture, Gender, and Emotional Displays 245 Handling Relational Conflicts 246 Categorizing Conflict 246 SKILL BUILDER: Do You Argue the Right Way? 247 Managing Conflict 249 Gender, Culture, and the Handling of Conflict 250 Resolving Conflict: Styles of Expression 252 Technology, Relationships, and the Communication of Emotion 256 COMMUNICATION SKILLS: Practice Handling Feelings Effectively 259 THE WRAP-UP 260 Summary 260 Key Chapter Terminology 261 Looking Back and Ahead: Consider This Case: Breaking Up Is Hard to Do 262 PART 3 COMMUNICATING IN THE SMALL GROUP 263 CHAPTER 9 Groups and Teams: Strategies for Decision Making and Problem Solving 264 Groups, Teams, and You 265 Characteristics and Components of Groups 267 Group Membership 267 Group Size 267 Group Goals, Structure, and Climate 268 The Dynamics of Group Development 269 Using Groups to Make Decisions and Solve Problems 271 Advantages of the Small Group 271 Disadvantages of the Small Group 271 SKILL BUILDER: Golden Rules of Decision Making 272 When to Use a Group for Decision Making and Problem Solving 273 Understanding the Roles Group Members Play 273 Task-Oriented Roles 274 Maintenance-Oriented Roles 274 ETHICS AND COMMUNICATION: The Social Loafer 275 Self-Serving Roles 275 Understanding Group Member Relationships and Interaction 276 Cooperation versus Competition 276 Supportiveness versus Defensiveness 276 Decision Making in Groups: Reaching Goals 279 Strategies: Methods of Decision Making 279 ETHICS AND COMMUNICATION: Group Polarization 281 Questions for Decision Makers: Facts, Values, and Policies 282 A Framework for Decision Making: Refl ective Thinking 282 The Search for Better Ideas: Brainstorming 283 Gender, Culture, Technology, and Group Interaction 286 Gender and Group Member Behavior 286 Culture and Group Member Behavior 287 Technology and Groups: Groups in Cyberspace 289 MEDIA WISE: What Can We Learn from Online Speak? 291 COMMUNICATION SKILLS: Practice Tips for Improving Group Communication 291 THE WRAP-UP 293 Summary 293 Key Chapter Terminology 294 CHAPTER 10 Leading Others and Resolving Conflict 296 Approaches to Leadership: The Leader in You 297 What Is Leadership? 297 Leadership Styles 298 MEDIA WISE: Shakespeare, Pop Culture, and Leadership 299 Theories of Leadership 301 Leading the Way Through Conflict Management 303 Gender, Leadership, and Conflict: Comparing Approaches 304 Culture, Leadership, and Conflict: Comparing Views 305 ETHICS AND COMMUNICATION: Which Cultural Diff erences Make a Difference in How a Group Functions? 306 EXPLORING DIVERSITY: Win-Win 307 ETHICS AND COMMUNICATION: My Way or the Highway 308 Cooperative versus Competitive Conflict: Win-Win or Win-Lose 308 Goals and Styles: A Conflict Grid 309 Avoid Groupthink: A Deterrent to Making Good Decisions 311 SKILL BUILDER: Are You a Groupthinker? 313 Leading Groups and Handling Conflict in Cyberspace 313 COMMUNICATION SKILLS: Practice Tips for Ethical Conflict Management 314 THE WRAP-UP 315 Summary 315 Key Chapter Terminology 316 Looking Back and Ahead: Consider This Case: Sorry, Wrong Number 317 PART 4 COMMUNICATING TO THE PUBLIC 319 CHAPTER 11 The Speaker and the Audience: The Occasion and the Subject 320 Public Speaking Defined 321 Understanding Your Fears 323 ETHICS AND COMMUNICATION: Is Compulsory Speech Making Fair? 324 EXPLORING DIVERSITY: Report Talk and Rapport Talk 325 Learning to Cope with Your Fears: Controlling Anxiety 325 SKILL BUILDER: Tense and Relax 326 Thought Stopping: Overcoming Mental Symptoms 326 Deep-Muscle Relaxation: Overcoming Physical Symptoms 326 Visualization: A Positive Approach 327 Other Techniques 327 Approaching Speech Making Systematically 328 Analyze Yourself 330 Review Your Life: Your Autobiography 330 SKILL BUILDER: From the Listener’s Point of View 331 Consider the Moment: This Moment 331 Search the News: Newspapers, Nightly News, and Newsmagazine Shows 331 Use Technology 332 Analyze Your Audience 332 ETHICS AND COMMUNICATION: The Magic Bullet of Speech Making 333 Beginning Your Audience Analysis: Who Are They? 333 Demographics of Audiences: What Are They Like? 335 Attitudes of Audiences: What Do They Care About? 338 Predicting the Audience’s Reaction 339 Consider the Occasion 340 Date and Time: When and How Long? 340 Location and Participants: Where and Who? 341 Type of Occasion: Why and How Many? 341 Select Your Subject Area 343 Is the Topic Worthwhile? 343 Is the Topic Appropriate? 343 Is the Topic Interesting? 344 Is Sufficient Research Material Available? 344 Narrow the Topic and Clarify Your Purpose 345 Formulate a Purpose Statement and Behavioral Objectives 345 SKILL BUILDER: Subject Evaluation 347 Formulate the Thesis Statement 347 COMMUNICATION SKILLS: Practice Tips for Improving Speech Analysis 348 THE WRAP-UP 349 Summary 349 Key Chapter Terminology 350 CHAPTER 12 Researching, Supporting, and Outlining Your Speech 352 Research Your Topic 353 Conduct Research Online and Offline 354 Conduct Primary Research 357 Record Information Derived from Research 358 Select Support: Types of Supporting Material 361 Definitions 361 Statistics 361 Examples and Illustrations 362 Testimony 363 Comparisons and Contrasts 363 EXPLORING DIVERSITY: Experts and Cultural Groups 364 Repetition and Restatement 364 Outlining Your Speech: Building a Speaking Framework 365 Creating Your Outline 366 Outlining Principles: Identifying Main and Subordinate Ideas 366 Giving Order to Your Ideas Using Traditional and Nontraditional Formats 369 SKILL BUILDER: Speaker’s Choice 372 ETHICS AND COMMUNICATION: Sound Bites 373 EXPLORING DIVERSITY: Is Paying Attention Cultural? 377 Beginnings and Endings 378 The Introduction 378 The Preview 381 The Conclusion 381 A Sample Outline 384 COMMUNICATION SKILLS: Practice Tips for Speech Design and Organization 386 THE WRAP-UP 387 Summary 387 Key Chapter Terminology 388 CHAPTER 13 Preparing Presentation Aids and Delivering Your Speech 390 Select Presentation Aids: Illustrate Your Speech 391 Why Use Presentation Aids? 391 Types of Visual Aids 392 Audio Aids 399 Computer-Assisted Presentations: PowerPoint 399 SKILL BUILDER: Using Many Eyes 400 Sample Computer-Assisted Slide Presentation 401 ETHICS AND COMMUNICATION: Visual Manipulation 403 Preparing to Speak 403 Manuscript Speeches 404 Memorized Speeches 404 Impromptu Speeches 404 Extemporaneous Speeches 404 Rehearsing: Using Tryouts and Speakers’ Tools 405 Conduct Tryouts: Rehearse, Rehearse, Rehearse 406 Conduct a Visual Tune-Up 407 Clothing 407 Conduct a Vocal Tune-Up 408 Conduct a Verbal Tune-Up 409 EXPLORING DIVERSITY: Culture and Delivery 410 The Rehearsal–Confidence Connection 410 Giving the Speech: Some Final Tips 411 After the Speech: Evaluating Your Effectiveness 411 Content 411 Organization 411 Language 412 Delivery 412 COMMUNICATION SKILLS: Practice Tips for Self-Evaluation 412 THE WRAP-UP 414 Summary 414 Key Chapter Terminology 414 CHAPTER 14 Informative Speaking 416 Speaking Informatively 417 Types of Informative Presentations 417 Explanations 417 Descriptions 418 ETHICS AND COMMUNICATION: Assessing Informative Speaking Skills 419 Definitions 419 Narratives 419 Effective Informative Speeches: Increasing Your Listeners’ Interest and Comprehension 420 Create Information Hunger 420 EXPLORING DIVERSITY: Conveying Information Across Cultures 421 Seek Information Balance 421 Emphasize Key Points 422 Involve Your Listeners 422 Provide Information Memorably 422 Sample Informative Speech Outline 424 Sample Informative Speech 427 Sample Speaker’s Notes 432 THE WRAP-UP 434 Summary 434 Key Chapter Terminology 434 CHAPTER 15 Persuasive Speaking 436 Speaking Persuasively 437 Purposes of Persuasion: Thought and Action 438 Types of Persuasive Speeches 439 Propositions of Fact 439 Propositions of Value 440 Propositions of Policy 440 Persuading Responsibly 441 Persuasion Is Not Coercion 441 Persuasion Is Not Manipulation 441 Persuading Strategically and Credibly 441 Becoming a More Credible Persuader 442 EXPLORING DIVERSITY: Persuasion and Assumed Similarity 443 ETHICS AND COMMUNICATION: Big and Little Lies 444 Guidelines for Persuading Eff ectively 444 Identify Your Goal 445 Know the Receivers You Are Trying to Reach 445 Understand the Factors Aff ecting Your Listeners’ Atitudes 445 Understand Your Listeners’ Beliefs 446 Use Two Principles of Influence: Consistency and Social Proof 446 Reason Logically 446 Reason Ethically 449 ETHICS AND COMMUNICATION: Illogical Reasoning 450 Gain Your Listeners’ Attention 451 Make Your Listeners Feel as Well as Think 452 Evoke Relevant Needs and Issues 452 SKILL BUILDER: Climbing the Motivation Pyramid 454 Promise a Reward 454 Monroe’s Motivated Sequence: A Framework for Persuasive Speaking 454 Delivering a Persuasive Speech 456 Sample Persuasive Speech Outline 457 Sample Persuasive Speech 459 Sample Speaker’s Notes 463 COMMUNICATION SKILLS: Practice Tips for Evaluating the Persuasive Speech 464 THE WRAP-UP 465 Summary 465 Key Chapter Terminology 466 Looking Back and Ahead: Consider This Case: The Town Meeting Blues 467 APPENDIX Interviewing and Developing Professional Relationships 468 The Employment Interview: More Than Casual Conversation 469 Common Fears 469 MEDIA WISE: Piquing Career Interest 470 Securing the Interview: Tools and Tasks 471 Networking and the Job Search 471 Preparing the Cover Letter and Résumé 472 Structure: Stages of the Interview 473 ETHICS AND COMMUNICATION: Résumé Padding and Résumé Poaching 474 SKILL BUILDER: Wake-Up Calls 475 Questions: The Heart of the Interview 475 Interviewee Roles and Responsibilities 476 SKILL BUILDER: Let’s Get Tough 479 Impression Management: Effective Interviewing 479 EXPLORING DIVERSITY: Voices and Impression Management 480 Diversity and the Interview 482 Technology and the Job Search 482 Looking at the Law: Illegal Questions in Interviews 485 COMMUNICATION SKILLS: Practice Tips for Effective Interviewing 486 THE WRAP-UP SUMMARY 488 Key Terms 489 Online Unit Mass Communication and Media Literacy 490 ANSWER KEY 508 GLOSSARY 510 NOTES 518 CREDITS 544 INDEX 546