(toi
COMMUNICATION
WORKS
TERI K W A L G A M B L E
C o l l e g e of N e w Rochelle
MICHAEL GAMBLE
N e w York Institute of T e c h n o l o g y
Dan lí
su u.ừ,
Xi
f;Ai H C Í o n Q C oiÀ HA
T&UNG TÂM TriiirXG TIN -THU
THE McGRAW-HILL COMPANIES, INC
N e w York
Bogotá
Caracas
Milan
St. Loui s
i
L sbon
Montreal
Singapore
San Franci sco
London
N e w Delh i
Sydney
Tokyo
Auckland
M ai
dr d
Mi
e x c o Ci ty
San J u a n
Toronto
CONTENTS
LIST OF FEATURED BOXES
PREFACE
•
X X I
X X V I i
PART ONE
THE ESSENTIALS OF COMMUNICATION
Chapter 1
Communication: The starting Line
WHO IS THE COMMUNICATOR?
HOW GOOD A COMMUNICATOR ARE YOU?
WHAT IS COMMUNICATION?
Elements of Communications
People/Messages/Channels/Noise/Context/Feedback/Effect
Two Crucial Characteristics of Communication
Communication Is Dynamic/Communication Is Unrepeatable
and Irreversible
MODELS OF COMMUNICATION
FUNCTIONS OF COMMUNICATION: WHAT CAN IT DO FOR YOU?
Understanding and Insight
Meaningful Relationships
Influence and Persuasion
FIVE AXIOMS OF COMMUNICATION
Axiom 1: You Cannot Not Communicate
Axiom 2: Every Interaction Has a Content Dimension and a
Relationship Dimension
Axiom 3: Every Interaction Is Defined by How It Is Punctuated
Axiom 4: Messages Consist of Verbal Symbols and
Nonverbal Cues
Axiom I Interactions Are Either Symmetrical or
Complementary
1
3
5
6
7
7
12
13
17
]7
18
18
19
19
20
22
IMPROVING YOUR EFFECTIVENESS AS A COMMUNICATOR
Understand How This Book Works
Become Actively Involved in the Study of Communication
Believe in Yourself
Chapter 2
Communicating in a Culturally Diverse World and Society
CULTURE A N D COMMUNICATION
DEFINING INTERCULTURAL COMMUNICATION
TAKING THE DEMOGRAPHIC PICTURE: DIVERSITY IN FOCUS
THE INTERCULTURAL COMMUNICATION IMPERATIVE: REDUCE THE
STRANGENESS OF STRANGERS
H O W TO IMPROVE YOUR ABILITY TO COMMUNICATE
INTERCULTURALLY
Chapter 3
Communication and the Self-Concept: Who Are You?
DEFINITIONS: WHAT IS THE SELF-CONCEPT?
H O W IS YOUR SELF-CONCEPT FORMED?
Environment and Experience: Positive and Negative Self-Concepts
Role-Taking and Self-Exploration: Categorizing the Self
Popular Media: Seeing Ourselves in the Electronic Looking Glass
Expectations: The Self-Fulfilling Prophecy and the Pygmalion
Effect
Gender: Do Males and Females See Themselves Differently?
Diversity and the Self-Concept: H o w Important Is the T ?
DEVELOPING SELF-AWARENESS
The Self-Concept versus the Self
Viewing Ourselves and Others: The Johari W i n d o w
IMPROVING SELF-AWARENESS A N D AWARENESS OF OTHERS
Take Pictures of Yourself and Others
Encourage Others to Take Pictures of You
Refocus, Refocus, Refocus
Chapter 4
Communication and Perception: I A m More Than a Camera
WHAT IS PERCEPTION?
Perceiving Stimuli: The Eye and the "I"
Processing Stimuli: The "I" of the Beholder
CULTURE, GENDER, A N D PERCEPTION
interpreting through Different T s
X
24
24
25
25
29
31
33
35
37
39
45
46
50
50
53
55
57
59
61
64
64
65
69
69
7 0
7 0
75
76
7 6
OA
Culture and Perception
Gender and Perception
BARRIERS TO PERCEPTION
Perceptual Sets: Is Your Past Following You?
Selective Exposure: Are You O p e n or Closed?
Selective Perception and Closure: Are You a Distorter?
First Impressions: D o You Freeze Your Perceptions of Others?
Stereotypes: Do You Squeeze Others into Niches?
TMIness Do You Assume That's All There Is?
"Blindering": Is Your Focus Too Narrow?
Inferences: Do You Confuse What You Infer a n d W h a t
You Observe?
THE MEDIA A N D PERCEPTION
Judging the Accuracy a n d Inaccuracy of Portrayals
H O W TO INCREASE THE ACCURACY O F YOUR PERCEPTIONS
Be Aware That Your Perceptual Processes Are Personally Based
Take Your Time
Try to Be More O p e n
Chapter 5
Language and Meaning: Helping Minds Meet
WHAT L A N G U A G E IS
H O W L A N G U A G E WORKS: WORDS, THINGS, A N D T H O U G H T S
WHAT L A N G U A G E MEANS
Word Barriers
Denotations and Connotations
Meaning and Time/Meaning and Place/Meaning and Culture/
Meaning and Gender/Meaning and Power/Meaning and
Experience
Problems with Meaning
Bypassing: Confusing Meanings/Labeling: Confusing Words
and Things
H O W TO MAKE L A N G U A G E WORK FOR Y O U
o
u
8'
8
4
8
4
85
85
87
89
91
93
94
96
96
98
98
99
99
103
104
104
106
106
108
] 15
ì Ị8
A Call for C o m m o n Sense
A Call for Clarity
] 18
] 19
Guidelines for Developing Language Skills
Identify How Labels Affect Your Behavior/Identify How th e
Words You Use Reflect Your Feelings and Attitudes/identify
How Experience Can Affect Meaning/Be Sure That Meaninqs
Are Shared
í 22
NoTeVs, Con. unica«.on:
m
s..e„t Language Speaks
^"S^NOX^COMMUN.^ON: CUES AND CONTEXTS
OF NONVERBAL COMMUNC
IATO
IN
130
132
133
ASPECTS
Body L a n g u a g e : Kinesics
Facial Expressions/Posture/Gestures
Clothing a n d Artifacts
Voice:
Paraianguage
Space and Distance: Proxemic anớ E n v i r o n m e n t a l Factors
Distances—Intimate, Personal, Social, Public/Spaces—
Informal, Semifixed-Feature, and Fixed-FeatureATerritoriality
and Personal Space
Colors: Meanings and Associations
Time: C o m m u n i c a t i v e V a l u e of C h r o n e m i c s
Touch: Haptics
G e n d e r a n d N o n v e r b a l Behavior: M a s c u l i n e a n d F e m i n i n e
Styles
155
160
161
164
166
DIVERSITY A N D N O N V E R B A L B E H A V I O R : C U L T U R A L PATTERNS
167
ASSESSING Y O U R EFFECTIVENESS A S A N O N V E R B A L C O M M U N I C A T O R
167
Examine
the Environment
] 68
O b s e r v e the C o m m u n i c a t o r s
Ị 68
Observe Body Language
169
Usten for V o c a l C u e s
169
Observe Touching
] 69
Chapter 7
Listening and Critical Thinking
175
LISTENING A N D C O M M U N I C A T I O N
176
T h e Ethics o f Listening
Ị 76
Listening versus H e a r i n g
Ị 80
Listening versus U n l i s t e n i n g : H o w " U n l i s t e n e r s " D o It
"NoddersV'Ear H o g s V G a p - F i l l e r s V B e e s V E a r Muffs"/
"Dart Throwers"
184
fĩ23& ° ^
C
R
I
T
I
C
L
A T H I N K I N G : A S S E S S I N G T H E CREDIBILITY
O F W H A T Y O U LIS TEN T O
F E E D B A C K : A PREREQUIS ITE F O R E F F E C T I V E L I S T E N I N G
W h a t Is F e e d b a c k ?
Types of F e e d b a c k
Effects o f t e e d b a ^
xii
46
50
I
|
e d b a C k / N O n e V a
'
U a t l V e
F
e
e
d
b
a
c
k
I
8
6
187
8
8
1
INCREASING YOUR "EAR POWER": A PROGRAM FOR EFFECTIVE
LISTENING
Focusing Your Attention
Setting Appropriate Goals
Listening to Understand Ideas
Listening to Retain Information
Repetition/Paraphrase/Visualization
Listening to Analyze and Evaluate Content
Listening Empathically Listening Actively
•
PART TWO
M
INTERPERSONAL COMMUNICATION
1
9
4
1
9
4
1
9
9
200
200
201
202
4 ^
209
Chapter 8
Understanding Relationships
211
THE ROLE O F RELATIONSHIPS
21 2
Functions of Relationships: Three Basic Needs
Relationships a n d Verbal a n d Nonverbal Conversation
GENDER, CULTURE, A N D RELATIONSHIPS
DIMENSIONS O F RELATIONSHIPS: BREATH A N D DEPTH
D E V E L O P M E N T O F RELATIONSHIPS
Stages of Relationships: From B e g i n n i n g to E n d i n g to
Beginning . . .
Stage 1: Initiating/Stage 2: Experimenting/Stage 3:
Intensifying/Stage 4: Integrating/Stage 5: Bonding/Stage 6:
Differentiating/Stage 7: Circumscribing/Stage 8:
Stagnating/Stage 9: Avoiding/Stage ] 0: Termination
Cost-Benefit Theory a n d D e v e l o p m e n t of Relationships
Deception a n d Development of Relationships
Trust a n d Development of Relationships
IMPROVING YOUR "RELATIONSHIP SATISFACTION"
Actively Seek Information from Others a n d Reinforce Others
for Attempting to Seek Information from You
Recognize the Characteristics of Friendship
Recognize that Relationships Evolve
K n o w W h e n to Sever a Relationship
Recognize that C o m m u n i c a t i o n Is the Lifeblood of a Relationship
Chapter 9
Person to Person: Handling Emotions and
Expressing Feelings in Relationships
Y O U A N D YOUR EMOTIONS
A n Emotions Survey
213
215
21 6
21 7
219
219
224
224
227
227
229
229
230
230
230
235
Emotional States and Traits
What D o Feelings Feel Like?
What Do Feelings Look Like?
EMOTIONS AND RELATIONSHIPS
Factors in Attraction
The Role of Feelings I Relationships
SuDDression a n d Disclosure of Feelings
l|P
F e e l i n g ^ O i ^ W / B f e c t s of Suppressed
Feelings on Relationships/Effects of Disclosed Feelings on
Relationships
237
238
238
^
*j
247
248
S*ur
CONFLICTS A N D RELATIONSHIPS
Managing Conflict: H a n d l i n g Feelings D u r i n g Conflicts
Gender, Culture, a n d the H a n d l i n g of Conflict
H o w Conflict Arises: Categorizing Conflicts
Resolving Conflict: Styles of Expression
Nonassertiveness/Aggressiveness/Assertiveness
EXPRESSING FEELINGS EFFECTIVELY IN RELATIONSHIPS
•
257
258
264
269
Work o n Feelings You H a v e Difficulty Expressing o r H a n d l i n g
269
Stand U p for Your E m o t i o n a l Rights
Check Your Perceptions
S h o w Respect for Feelings
Use a "Script" to H a n d l e Feelings Assertively
Practice F o u r Basic Assertive Behaviors
269
270
270
270
271
PART THREE
_ _ í
COMMUNICATING IN THE SMALL ỏ ROUP
Chapter 10
The Role of the Group in Problem Solving
275
277
GROUPS A N D Y O U
279
CHAI^CTERISTICS A N D C O M P O N E N T S O F G R O U P S
280
USING G R O U P S T O S O L V E P R O B L E M S
282
G r o u p s as P r o b l e m Solvers: Pros a n d C o n s
Advantages of the Small Group/Disadvantages of the Small
G r o u p / W h e n to Use a Group for Problem Solving
Decision M a k i n g in G r o u p s : R e a c h i n g G o a l s
Strategies: Methods of Decision Making/Personal Styles:
A Decision-Making Grid/Questions for Decision Makers: Facts
Values, and Policies/A Framework for Decision MakingReflective Thinking/The Search for Better Ideas: Brainstorming
M A K I N G G R O U P S M O R E EFFECTIV E
282
287
296
Chapter f 1
Group Networks,
Membership, aiuf Leadership
NETWORKS: PATTERNS OF C O M M U N K / B l O N
50 ĩ
3MŨ
Classifying Slates
/VPRCttCHES TO l£ADB5HP: THE LEADER M YOU
- ,
3
ự/r^E Is Leadership?
Leadership Styles
-
0
9
310
lifting Rfete. "X" and "Ý" beaơers/Ak&oưaũe. Laissez-Fafre,
anet Der^ocraiH: Leaders
Theories of Leadership
311
Trait Theory/SfejaSonai Theory/Ftmctrana* Theory
DH/ES5ÍĨT GENDER, AND THE GROUP
GROOP Re/ữĩGNSHĨPS AiNiĐ GROW ^ire^orow
Cooperation, versus Compeoacr
Supportweness versus Defensveness
COVMUMC/JION AMONG GROUP MEMBERS
Chapter f 2
Handling
Group
Conflict: How t o
without Becoming Disagreeable
3Ĩ7
317
318
318
322
Disagree
VW-irtF DOES CONFLICT MEAN TO YOU?
/&OĐflMG CONFLICT: GROUPTHNK
CUJURE^NDCONFUCTHWDWH^ND
RESOtVWG CONFLICTS
G x i c e r a i w e versus CompetítìYe Conflict:
WrrtMhorWifrtjOse?
Goals and Styles: A Conffct Grid
Otitccr-es: i^oduc&ve versus DesoTjCtive Results
THE EIHĨCAL MANAGEMENT O f CQ MFliCT:
SBtiSANDSTRAFEGiES
RecognizeThatConfficESCan BeSeũtíetí'Rationaifv
Define the Conflict
Oiedc Your Perceptions
Suggest Passĩ&íe Soàắbons
A s s e s ^Tltemative Solutions a n ớ Choose the One
Thác Seems Best
Try Que
Solution antí E q u a t e le
329
33Í
332
334
335
335
338
340
34Í
34Í
342
343
344
344
345
XV
•
PART FOUR
_
m inns'
C O M M U N I C A T I N G T O T H E PUBLIC
U
E
Chapter 13
The Speaker and the Audience
APPROACHING PUBLIC SPEAKING SYSTEMATICALLY
CONSIDERING THE SPEAKER
Criteria: Expectations for Speechmakers
Self-Analysis: You a n d Your Topic
CONSIDERING THE A U D I E N C E
Beginning Your A u d i e n c e Analysis: W h o A r e They?
The Makeup of Your Audience/Sources of Information
Demographics of A u d i e n c e s : W h a t A r e They Like?
Age/Gender/Family Orientation/Religion/Cultural
Background/Occupations/Socioeconomic Status/Education/
Additional Factors
Attitudes of A u d i e n c e s : W h a t D o They Care A b o u t ?
Motivation: Is Attendance Optional or Required?/Values: Is the
Audience Homogeneous or Heterogeneous?/Level of
Agreement: Does the Audience Agree with Your Position?/
Level of Commitment: H o w Much Do They Care?
Predicting the Audience's Reaction
Chapter 14
The Occasion and the Subject
CONSIDERING THE O C C A S I O N
349
351
352
3
5
5
355
356
358
359
361
365
368
373
374
Date a n d Time: W h e n a n d H o w L o n g ?
374
Location a n d Participants: W h e r e ?
375
Type o f O c c a s i o n : W h y a n d H o w M a n y ?
376
C O N S I D E R I N G T H E SUBJECT
Selecting a Topic: Criteria
377
377
Is the Topic Worthwhile?/ls the Topic Appropriate?/ls the Topic
lnteresting?/ls Sufficient Research Material Available?
N a r r o w i n g the Topic
380
Formulating a P u r p o s e Statement a n d B e h a v i o r a l Objectives
382
The Informative Speech/The Persuasive Speech
USING ANALYSIS EFFECTIVELY
385
Chapter 15
Developing Your Speech: Supporting Your Ideas
_
3 8 9
CONDUCTING RESEARCH; FINDING SUPPORTING MATERIAL
Library Research
Card Catalogs/Reference Works/Computer-Aided Searches
Generating Your O w n Information
Personal Observation and Experience/Informal
Surveys/Interviews
A Note o n Recording Information
INTEGRATING YOUR RESEARCH: TYPES O F SUPPORTING MATERIAL
Definitions
Statistics
Examples a n d Illustrations
Testimonials
Comparisons a n d Contrasts
Repetition a n d Restatement
390
394
398
398
398
3
9
8
399
400
401
402
ILLUSTRATING YOUR RESEARCH: PRESENTATION AIDS
W h y Use Presentation Aids?
Visual Aids
Types of Visual Aids/Guidelines for Using Visual Aids
A u d i o Aids
404
404
406
IMPROVING YOUR ABILITY T O SUPPORT Y O U R IDEAS
414
Chapter 16
Designing Your Speech: Organizing Your Ideas
419
BUILDING THE FRAMEWORK: A BASIC FORMAT
THE B O D Y O F YOUR PRESENTATION
Outlining: Identifying M a i n a n d Subordinate Ideas
Ordering Your Ideas: Finding the Right A p p r o a c h
Chronological Order/Spatial Order/Cause-and-Effect
Order/Problem-and-Solution Order/Topical Order
Connecting Your Ideas: Internal Summaries a n d Transitions
BEGINNING A N D ENDINGS
The Introduction
Functions of the Introduction/Types of Introductions
The Preview
The Conclusion
413
420
42 ]
421
426
430
43 Ị
432
435
435
Functions of the Conclusion/Types of Conclusions
xvii
In Summary: Using Introductions a n d Conclusions Effectively
ANALYZING YOUR PRESENTATION: THE TRYOUT
Chapter f 7
Delivering Your speech: Presenting Your Ideas
439
439
445
DEALING WITH ANXIETY A N D "SPEECH FRIGHT"
446
Understanding Your Fears
Self-Analysis; How Anxious Are You?/Causes of "Speech Fright"
Learning to C o p e w i t h Your Fears: Controlling Anxiety
Symptoms of Anxiety/"Deep Muscle Relaxation":
Overcoming Physical Symptoms/Thought Stopping":
Overcoming Mental Symptoms/Visualization": A Positive
Approach/Other Techniques
REHEARSING Y O U R PRESENTATION
446
Options for Delivery
Manuscript Speeches/Memorized Speeches/Impromptu
Speeches/Extemporaneous Speeches
Visual Considerations
Clothing/Posture/Gestures/Movements and Facial
Expressions/Eye Contact
452
Vocal Considerations
458
Rehearsal Procedures: C o m m u n i c a t i n g C o n f i d e n c e
460
449
452
454
GIVING T H E S P E E C H : S O M E FINAL TIPS
461
AFTER THE S P E E C H : EVALUATING Y O U R EFFECTIVENESS
46!
Content
4
Organization
4£2
4£2
Delivery
™2
A Performance Inventory
462
4
SPEAKING INFORMATIVELY
Explanations of Processes
Descriptions
Definitions
TN™T^S
R M A T I V E
S
P
6
7
468
TYPES O F I N F O R M A T I V E P R E S E N T A T I O N S
E
E
C
H
468
469
471
472
E
S
:
INTEREST A N D C O M P R E H E N S I O N
xviii
2
Language
Chapter 18
Informative Speaking
E
6
I N C R E A S I N G Y O U R LISTENERS'
Create "Information Hunger"
Avoid "Information Overload"
Avoid Information Underload"
Emphasize Key Points
Involve Your Listeners
Provide Information Memorably
Novelty and Creativity/Audiovisual Aids
473
474
475
475
476
SAMPLE INFORMATIVE PRESENTATIONS
A n Outline: 'The Trial Consultant"
A Speech: 'The Internet: Human Culture—On-Line"
Chapter 19
Persuasive Speaking
SPEAKING PERSUASIVELY
PURPOSES OF PERSUASION: T H O U G H T A N D ACTION
PERSUADING EFFECTIVELY
Identify Your Goal
Know W h o m You Are Trying to Reach
Understand Factors Affecting Your Listeners' Attitudes
Family/Religion/Education/Socioeconomics/Culture
Understand Your Listeners' Beliefs
Use Two Principles of Influence: Consistency and Social Proof
Reason Logically
Deduction/Induction/Causal Reasoning/Reasoning from
Analogy
Gain Your Listeners' Attention
Make Your Listeners Feel as Well as Think
Evoke Relevant Needs and Issues
Promise a Reward
BECOMING A CREDIBLE PERSUADER
DELIVERING A PERSUASIVE SPEECH
SAMPLE PERSUASIVE PRESENTATIONS
A n Outline: "A Bitter Pill"
A Speech: 'The Dumping Ground for America's Elderly:
The Growing Crisis of Elderly Abandonment"
APPENDIX
Interviewing from Both Sides of the Desk
ANSWER KEY
ACKNOWLEDGMENTS
INDEX
4
7
8
4
7
8
480
4
8
7
488
488
489
489
489
490
492
493
493
496
497
499
501
501
504
505
505
507
513
537
539
M
XIX
LIST O F
FEATURED
BOXES
Chapter 1
SKILL BUILDER: Contacts!
SKILL BUILDER:
Receiver-Source-Receiver-Source
SKILL BUILDER: The "Noise Noose"
SKILL BUILDER: Contact in Context
SKILL BUILDER: Modeling Communication
CULTURE AND COMMUNICATION: "I Hate Him"
SKILL BUILDER: Can You Send an Unmessage?
SKILL BUILDER: Confirm, Reject, Disconfirm
Chapter 2
SKILL BUILDER: Ethnocentrism versus Relativism
ETHICS AND COMMUNICATION:
Who Is Teaching Culture's Lessons?
CULTURE AND COMMUNICATION: How Hard Do You Work?
Chapter 3
CULTURE AND COMMUNICATION: Describe Yourself
ETHICS AND COMMUNICATION: Self-Concern and Concern
for Others
ETHICS AND COMMUNICATION: Age and Self-Esteem
SKILL BUILDER: A Day in My Life
SKILL BUILDER: My TV Life
SKILL BUILDER: Growing Up Male, Growing Up Female
CULTURE AND COMMUNICATION: Ideocentric versus Allocentric
SKILL BUILDER: Don't Be Afraid to Fail
SKILL BUILDER: Yesterday, Today, and Tomorrow
SKILL BUILDER: Symbolizing the Self
Chapter 4
ETHICS AND COMMUNICATION: Through the Eyes of the Beholder
CULTURE AND COMMUNICATION: Side by Side
SKILL BUILDER: What's on First?
_ .
ETHICS AND COMMUNICATION Fo>r Your Eyes Only
CULTURE ANDI COMMUNICATION: Futurecast
SKILL BUILDER: The Detective
SKILL BUILDER: Risky, Isn't It?
90
9
97
103
Chapter 5
1 0 5
ETHICS AND COMMUNICATION: Looking ^ Language
SKILL BUILDER: The Triangle of Meaning at Work
ETHICS AND COMMUNICATION: Let s Bust Those Chops
SKILL BUILDER: A Time Capsule for Words
CULTURE AND COMMUNICATION: Traffic Talk
CULTURE AND COMMUNICATION: Gender and Language in Japan
SKILL BUILDER: "Sticks and stones . . I
SKILL BUILDER: What's Taboo to You?
SKILL BUILDER: Business Babble Quiz
109
111
113
116
"*
1 2 3
1
Chapter 6
SKILL BUILDER: Facial Broadcast
CULTURE AND COMMUNICATION: Cue the Receiver
SKILL BUILDER: Posture Poses
ETHICS AND COMMUNICATION: Impressions for Hire
SKILL BUILDER: Something Different
SKILL BUILDER: Is Physique a Form of Nonverbal Communication?
SKILL BUILDER: Alphabet Recital
ETHICS AND COMMUNICATION: Deception Detection
ETHICS AND COMMUNICATION: Men and Space
CULTURE AND COMMUNICATION: Two Proverbs
Chapter 7
2
9
137
142
143
145
149
151
153
154
161
163
175
ETHICS AND COMMUNICATION: Asking Directions
SKILL BUILDER: The Expected versus the Unexpected
CULTURE AND COMMUNICATION: Feedback in Japan
SKILL BUILDER: Now You Have It, Now You Don't
SKILL BUILDER: What's That You Said?
181
188
189
195
205
Chapter 8
U
™
£
209
U
O
M
M
N
I
C
A
T
I
O
N
W
o
m
e
n
lntimac
ĩ ^ n n ^ ^
y
:
y>
22T ỉ , n
Benefits of Relationships
SKILL BUILDER: Lies, Lies, Lies
R :
C
o
s
t
s
a
n
a
n
d
Isolation
d
ETHICS AND COMMUNICATION:
Bui
l ding a Trusting Rel ationship
Chapter 9
213
224
226
228
235
fTH?ẴTs?n ^
™ẳ
C
MMUNICAT ON:An
l
^yofaSmite
™*
&
*Moo*
ế
Can
240
242
xxii
SKILL BUILDER: Likes and Dislikes
CULTURE AND COMMUNICATION: Sex Roles Reign Powerful
as Ever in the Emotions
SKILL BUILDER: The Conflict Inferno
SKILL BUILDER: "Tied in Knots"
SKILL BUILDER: Neil Simon's The Odd Couple
SKILL BUILDER: The Relationship Thermometer
Chapter 10
SKILL BUILDER: The Group versus the Individual
CULTURE AND COMMUNICATION: Men, Women, and Groups
ETHICS AND COMMUNICATION: Avoiding Problems
SKILL BUILDER: "Danger, Danger"
SKILL BUILDER: Brain Power
Chapter 11
SKILL BUILDER: Central or Peripheral?
CULTURE AND COMMUNICATION: More on Men, Women,
and Groups
SKILL BUILDER: Role Call
CULTURE AND COMMUNICATION: (Wo)men at WorkLeadership Style Is Coming of Age
ETHICS AND COMMUNICATION: Keeping Down with the
Competition
SKILL BUILDER: On the Defensive
Chapter 12
CULTURE AND COMMUNICATION:
Win-Win
SKILL BUILDER: Brown Paper
ETHICS AND COMMUNICATION:
"Let Us Sit Down and Take Counsel"
SKILL BUILDER: "Gold Rush"
SKILL BUILDER: Conflict Corner—Can You See It My Way?
SKILL BUILDER: To Be Rational or Irrational? "That Is the Question"
Chapter 13
CULTURE AND COMMUNICATION:
"Report Talk" and "Rapport Talk"
SKILL BUILDER: From the Listener's Point of View
SKILL BUILDER: Generating Topics through Brainstorming
ETHICS AND COMMUNICATION: The "Magic Bullet" of
Speechmaking
SKILL BUILDER: Attitude Check
Chapter 14
373
m
ETHICS AND COMMUNICATION:
Speech making and the Golden Rule
SKILL BUILDER: Topic Evaluation Time
SKILL BUILDER: What Is This Topic Worth?
CULTURE AND COMMUNICATION:
Audiences—Melting Pots or Multicultural?
SKILL BUILDER: Manageability Scale
SKILL BUILDER: Practice in Purpose statements
Chapter 15
3//
dff
378
378
383
384
3
8
SKILL BUILDER: A Criminal Investigation
SKILL BUILDER: A Survey
ETHICS AND COMMUNICATION: Hypothetical Examples
CULTURE AND COMMUNICATION: Experts and Cultural Groups
SKILL BUILDER: Types o f Support
SKILL BUILDER: Media Aids
Chapter 16
Chapter 17
Chapter 18
L
xxiv
B
U
U
9
6
399
401
403
405
1
9
425
427
432
447
449
450
451
454
457
459
460
464
467
ETHICS AND COMMUNICATION:
Assessing Informative Speaking Skills
ỉ ? ' t
! h A
Demonstration
oJn
!.
J1
Probers
SKILL BUILDER: A Description
B
3
445
ETHICS AND COMMUNICATION:
Is Compulsory Speechmaking Fair?
SKILL BUILDER: What Does Anxiety Mean to You?
SKILL BUILDER: Tense and Relax
SKILL BUILDER: "Calm"
SKILL BUILDER: A Picture of Success
SKILL BUILDER: Moving to and from the Podium
SKILL BUILDER: The Top Ten Errors
CULTURE AND COMMUNICATION:
Multicultural Communication Classes
SKILL BUILDER: Debriefing Yourself
L
395
4
SKILL BUILDER: Lay It All Out
SKILL BUILDER: Speaker's Choice
CULTURE AND COMMUNICATION: Is Paying Attention Cultural?
9
D
L
D
R
E
A
:
:
P
r
o
c
e
s
s
469
470
471
471
SKILL BUILDER: Imagery
SKILL BUILDER: What Does It Mean?
SKILL BUILDER: Your Choice—Define or Describe
CULTURE AND COMMUNICATION:
Conveying Information across Cultures
SKILL BUILDER: Brain Game
Chapter 19
SKILL BUILDER: Controversial Issues
SKILL BUILDER: Belief and Disbelief
SKILL BUILDER: Reasons
SKILL BUILDER: Climbing the Motivation Pyramid
CULTURE AND COMMUNICATION:
Persuasion and "Assumed Similarity"
ETHICS AND COMMUNICATION: Facing Questions of Private Life,
Kennedy Apologizes to the Voters
SKILL BUILDER: Meeting the Challenge of Persuasive Speaking
J
Appendix
SKILL BUILDER: Follow-Up Questions
CULTURE AND COMMUNICATION:
Voices and Impression Management
SKILL BUILDER: Your Marketing Profile
SKILL BUILDER: To Impress at an Interview,
Dress for Success and Smile
ETHICS AND COMMUNICATION: Honesty in Interviews
SKILL BUILDER: Why Didn't I Get the Job?
4
7
2
472
473
476
477
487
491
492
495
500
501
503
505
513
521
525
526
527
529
531
XXV