Contents -- About This Course -- How to Take This Course -- Introduction -- Pre-Test -- 1 The Importance of Effective Communication -- What Is Effective Interpersonal Communication? -- Why Communication Is Important -- Communications Skills are Good for Your Career -- Damage Done by Poor Communications -- Lost Time and Effort -- Tension in Workplace Relationships -- Missed Business Opportunities -- Three Factors that Contribute to Poor Communication -- Change -- Time Pressure -- Interpersonal Conflict -- Recap -- Review Questions -- 2 Communicating in the New Workplace -- Welcome to the 'New' Workplace -- Three New Workplace Characteristics -- New Communication Challenges-and Their Solutions -- Solving the Any Place, Any Time Communication Challenge -- Telephones and Phone Conferencing -- Web Conferencing -- Video Conferencing -- Intranets -- Collaboration Software -- E-Mail -- Making the Most of E-Mail -- Tip 1: Put Power in Your Subject Line -- Tip 2: Use One Message per E-Mail -- Tip 3: Always Proofread Outgoing Messages -- Tip 4: Be Wary of What You Write -- Tip 5: Be Selective in Completing the "To" Line -- Tip 6: Use Wireless Communication Devices Carefully -- Tip 7: Use Instant Message for Quick Informational Exchanges -- Tip 8: Know Your Company's E-Mail Policies and Abide by Them -- Recap -- Review Questions -- 3 Barriers to Communication-and How to Overcome Them -- What Are Communication Barriers? -- Framing Problems -- Frame It Yourself -- Defensiveness -- Physical Distance -- Communication Decreases with Physical Separation -- Tackling the Distance Barrier -- Group Size and Status Differences -- Internal Conflict -- Tip 1: Know Yourself -- Tip 2: Identify the Emotion -- Tip 3: Gain Control -- Tip 4: Force Yourself to Listen -- Groupthink -- Prejudgments -- Language Issues -- Vagueness and Verbosity -- Jargon -- Language Differences.

Recap -- Review Questions -- 4 Communicating with Different Personality Types -- Personality Differences -- Extraversion/Introversion -- Sensing/iNtuition -- Thinking/Feeling -- Judging/Perceiving -- Personality Types and Communication Issues -- Communicating with Extraverts and Introverts -- Communicating with Sensing and iNtuitive Types -- Communicating with Thinking and Feeling Coworkers -- Communication Between Judging and Perceiving People -- General Guidelines to Follow -- Ask -- Collaborate -- Thank -- Speak the Right Language -- Don't Pigeonhole People -- Recap -- Review Questions -- 5 Verbal Communication -- Communication Has Many Dimensions -- Beyond the Words -- How Voice Volume and Tone Affect What You Say -- Where's the Volume Control? -- Bad Habits to Avoid -- Talking Down to Coworkers -- Talking Up to Coworkers -- Exaggeration -- Good Verbal Habits to Cultivate -- Be Concise -- Be Definite -- Check for Understanding -- Three Steps to More Effective Verbal Communication -- Step 1: Identify the Goals of the Interaction -- Step 2: Know Your Audience -- Step 3: Choose an Appropriate Method -- Recap -- Review Questions -- 6 Nonverbal Communication -- A Powerful but Unspoken Language -- Guidelines for Effective Nonverbal Communication -- Tip 1: Be Professional -- Tip 2: Be Yourself -- Tip 3: Be Flexible -- Self-Assessment and Improvement in Four Key Categories -- Gestures -- Body Posture and Position -- Facial Expressions -- Eye Contact -- Aligning Verbal and Nonverbal Communication -- Accepting a New Assignment -- Making a Point in a Meeting -- The Power of Example -- Recap -- Review Questions -- 7 Developing Listening Skills -- Listening Goes Beyond Hearing -- How Well Are You Listening? -- The Benefits of Listening Well -- You'll Get More Things Done Right the First Time -- You'll Learn More -- Other People Will Listen to You.

Your Work Environment Will be More Harmonious -- Tips for Effective Listening -- Tip 1: Create the Right Atmosphere -- Tip 2: Show Interest -- Tip 3: Paraphrase What You've Heard -- Tip 4: Ask Clarifying Questions -- Recap -- Review Questions -- 8 Giving and Receiving Feedback -- The Concept of Feedback -- What Makes Feedback Effective? -- Descriptive, Not Judgmental -- Addresses Modifiable, Not Unchangeable, Behavior -- Specific, Not General -- Well-Timed -- Giving Feedback -- Choose the Right Environment -- Choose the Right Topic(s) -- Choose the Right Words -- Other Tips for Giving Effective Feedback: Dos and Don'ts -- Receiving Feedback -- Let the Other Person Do the Talking -- Give the Other Person Ample Time to Express His or Her Views -- Give Your Full Attention -- Be Responsive to Received Feedback -- Dealing with Negative Feedback -- Be Prepared -- Ask Clarifying Questions -- Closing the Feedback Loop -- Provide the Necessary Tools -- Check in Periodically -- Recap -- Review Questions -- 9 When You Aim to Persuade -- An Essential Workplace Skill -- The Foundation of Persuasion -- Trust -- Understanding -- A Credible Case -- The Language of Persuasion -- Emphasize the Benefits -- Speak to the Head and the Gut -- Be Positive and Affirmative in Communicating Your Ideas -- Cite Endorsements from Others -- Recap -- Review Questions -- 10 Techniques That Generate New Ideas and Solutions -- The Role of Communications in Generating Ideas and Solutions -- Dialogue -- Listen, Then Respond -- Seek Alternatives -- Brainstorming -- Nominal Group Technique -- Recap -- Review Questions -- 11 Communicating in the Multicultural Workplace -- People on the Move -- Language -- Dealing with Language Issues -- English-Only Policies -- Practical Steps -- Nonverbal Communication -- Cultural Differences and Communication -- Power Distance.

Individuality versus Collectivity -- Masculinity versus Femininity -- Avoidance of Uncertainty (or Risk) -- Low- and High-Context Cultures -- Recap -- Review Questions -- Bibliography -- Glossary -- A -- B -- C -- D -- E -- F -- G -- H -- I -- J -- L -- N -- O -- P -- S -- T -- V -- W -- Online Resources -- Post-Test -- Index -- A -- B -- C -- D -- E -- F -- G -- H -- I -- J -- K -- L -- M -- N -- O -- P -- S -- T -- U -- V -- W.