PART 1: FUNDAMENTALS OF COMMUNICATION CHAPTER 1. COMPETENT COMMUNICATION Benefits of Communication Competence Social Connection: Communicating With Others Workplace Benefits: Positions, Performance, and Promotion Communication Improvement: All Can Benefit Communication Myths Myth 1: Communication Is a Cure-All Myth 2: Communication Is Just Common Sense Myth 3: Communication Quantity Equals Quality Developing Communication Competence: Hindsight Bias Test Defining Communication Communication Is Transactional: The Evolving Perspective Communication is a Process: The Continuous Flow Communication Is Sharing Meaning: Making Sense Defining Communication Competence Effectiveness: Achieving Goals Appropriateness: Communicating by the Rules Achieving Communication Competence Knowledge: Learning the Rules Skills: Showing, Not Just Knowing Sensitivity: Developing Receptive Accuracy Commitment: Acquiring a Passion for Excellence Ethics: Determining the Right and Wrong of Communication Creating a Communication Climate Types of Climates: Constructive and Destructive Communication Patterns and Climates: Competition and Cooperation Focus on Controversy: Ethics and Hypercompetitiveness Summary Quizzes Without Consequences Film School Case Studies CHAPTER 2. PERCEPTION OF SELF AND OTHERS The Perceptual Process Selecting: Forced Choices Sensory Limitations: We're Mostly Blind and Deaf Selective Attention: Bombarded By Stimuli Organizing: Creating Schemas Prototypes: Best Case Stereotyping: Generalizing About Groups Scripts: Predictable Behavior Interpreting: Making Sense of Stimuli Perception of Self Self-Concept: Influence Others Self-Esteem: Evaluating your Personal Identity Influences on Self-Esteem: Appraisals, Comparison, and Contingencies Self-Esteem Issues: Too Little or Too Much Developing Communication Competence: How's Your Self-Esteem? Focus on Controversy: Self-Esteem: More Is Not Always Better Perceptual Distortion: Body Image and Self-Esteem Self-Serving Bias: Protecting Your Self-Esteem Optimal Self-Esteem: Pursuing Goals, Not Self-Esteem Self-Disclosure: Revealing your Self to Others Developing Communication Competence: Where Do You Draw the Line? Perception of Others First Impressions: You Never Get a Second Chance Primacy Effect: Power Of First Impressions Accuracy of First impressions: It Depends Negativity Bias: Agile, Funny, Compassionate, and FAT Attribution Error: Not So Kind to Others Stereotyping Others: The Dangers Unintended Prejudice: Instant Decision Making Benevolent Sexism: The Facade of Positive Stereotyping Self-fulfilling Prophecies: Creating Negative Consequences Combating Stereotypes: Communication Solutions Communication Competence and Perceptual Challenges Monitor Perceptual Biases Recognize Cultural Differences Manage impressions Practice Empathy Check Perceptions Summary Quizzes Without Consequences Film School Case Studies CHAPTER 3. CULTURE AND GENDER Culture and Communication Intercultural opportunities: It's a New World Cultural Values: Deep, Not Surface, Differences Individualism-Collectivism: Prime Value Difference Developing Communication Competence: Be Ye Individualist or Collectivist? Power-Distance: Does Bill Gates Deserve Special Treatment? Focus on Controversy: Competition - Cultural Influence Relationship of Two Dimensions: Connecting the Dots Intercultural Miscommunication Ethnocentrism: Intercultural Prejudice Ethnocentrism: Cultural Superiority Complex Core Values and Ethnocentrism: Bedrock Cultural Bias Cultural Relativism: Differences, Not Deficiencies Multiculturalism: Recognition of Human Rights Interpersonal Miscommunication: Not Knowing the Rules Intercultural Communication Competence Become Mindful: Monitor Your Communication Become Acculturated: Strangers in a Strange Space Reduce Uncertainty: Egads, Nothing's the Same! Promote Convergence: Bringing Us Together Gender and Communication Masculine-Feminine Value Dimension: Rigidity Versus Flexibility The Gender Differences Hypothesis: Mars and Venus - Really? Social Support and Social Skills: Caring About and for Others Negotiating for Salaries: Do You Want a Million Dollars? Gender Similarities Hypothesis: united States and Canada Explaining Gender Differences: No Consensus Styles Perspectives: Status Versus Connection Dominance Perspective: Unequal Power Deficiencies Perspective: Communication Inadequacies Communication Competence and Gender Don't Magnify Gender Differences Embrace the Value of Many Perspectives Summary Quizzes Without Consequences Film School Case Studies CHAPTER 4. LANGUAGE The Nature of Language Structure: Saying by the Rules Phonology: Patterns of Sound Morphology: Transforming Phonemes into Meaningful Units Syntax: Word-Order Rules Semantics: Rules of Meaning Productivity: inventing World and Expressing Thoughts Displacement: Beyond the Here and Now Self-Reflexiveness: The Language or Language The Abstracting Process Sense Experience: Approximating Our Physical World Description: Reporting the Approximation Inference: Drawing Conclusions Judgement: Conclusions that Assign Value The Power of Language Language and Thinking: Related but Different Sapir-Whorf Hypothesis: Linguistic Imprisonment Labeling: The Name Game Framing: Influencing Choices Identity: Languages R Us Focus on Controversy: The Language of Texting: G9 Competent Language Use: Problems and Solutions Signal Reactions: Responding, Not Thinking Source of Signal reactions: Connotative Meaning Developing Communication Competence: Measuring Connotative Meaning Focus on Controversy: Verbal Taboos - A Question of Appropriateness Competence Signal Reactions: Developing Semantic Reactions Language of Abuse and Exclusion False Dichotomies: The Inaccuracy of Either-Or Framing Mislabeling: Inaccurate Descriptions Bias and Stigma: Distorting Perceptions Competence and Mislabeling: Operational Definitions Dead-Level Abstracting: Ineffective Sense Making Communication Competence and Dead-Level Abstracting: Three Ways Inferential Errors: Ineffective Guessing Developing Communication Competence: The uncritical Inference Test Jargon, Euphemisms, and Slang: Promoting Misunderstanding Jargon: Verbal Shorthand Euphemisms: Linguistic Novocain Slang: Casual Language Summary Quizzes Without Consequences Film School Case Studies CHAPTER 5. NONVERBAL COMMUNICATION The Power of Nonverbal Communication General Overview: Powerful, But Do Not Overstate Culture and Nonverbal Communication: Some Challenges Distinctions Between Verbal and Nonverbal Communication Number of Channels: Single-Versus Multichanneled Developing Communication Competence: nonverbal Communication Test Degree of Ambiguity: No Reading a Person Like a Book Discrete Versus Continuous: Stop and Go Interconnectedness of Verbal and Nonverbal Communication Repetition: Same Message, Different Channels Accentuation: intensifying Verbal Messages Substitution: no Words Necessary Regulation: Conversational Traffic Cop Contradiction: Mixed Messages Types of Nonverbal Communication Physical Appearance: Looks Matter Physical Attractiveness: The Beauty Bias Body Shape and Size: Universal Standards of Attractiveness Body Adornments: Tattoos and Taboos Clothing: Not Just for Warmth Hair: Styling Facial Communication: your Personal Billboard Eyes: Your Personal Windows Facial Expressions: The Look of Emotions Gestural Communication: Bodies in Motion Touch Communication: Hands-On Experience Significance of Touch: Life Changing Types of Touch: Function, Usage, and Intensity Touch Taboos: Keeping Your Hands to Yourself Competence and Touch: Some Suggestions Voice Communication: How You Sound Speech Communication: Distance and Territoriality Distance: Defining Relationships Territoriality: Defending Your Space Environment: Creating Atmosphere Focus on Controversy: Gated Communities - Fortress America Communicating Competently with Nonverbal Codes Monitor Nonverbal Communication Resist Jumping to Conclusions Observe Multiple Nonverbal Cues Recognize Cultural Differences Strive for Consistency Summary Quizzes Without Consequences Film School Case Studies CHAPTER 6. LISTENING TO OTHERS Significance of Listening The Listening Process Comprehending: Discriminating for Understanding Comprehending Phonemes: Discriminating Speech Sounds Comprehending Words: Some Challenges Retaining: Memories Fallibility of Memory: You Can't Retain Everything Benefits of Forgetting: Curse of the Infallible Memory Why You Forget: Inattention, Meaninglessness, and De-motivation Responding: Providing Feedback Competent Informal Listening Information Overload: Too Much of a Good Thing Shift Response: Conversational Narcissism Competitive Interrupting: Dominating Conversations Glazing Over: The Wandering Mind Pseudolistening: Faking It Ambushed: Biased Listening Active Listening: Focused Attention Developing Communication Competence: Focused Attention Competent Critical Listening Skepticism, True Belief, and Cynicism: Differences The Process of True Believing: Uncritical Listening Confirmation Bias: Searching for Support Rationalization of Disconfirmation: Clinging to Falsehoods Shifting the Burden of Proof: Whose Obligation Is It? The Skepticism Process: Exercising Competent Critical Listening Possibility: Could Happen, but Don't Bet on It Plausibility: Making a Logical Case Probability: Likelihood of Events Certainty: Without Exception Self-Correction: Progressing by Mistake Competent Emphatic Listening Response Styles: Initial Response Patterns Evaluative Response: Making Judgments Advising Response: Telling Others How to Act Interpreting Response: Explaining Meaning Content-Only Response: Ignoring Feelings Probing Response: Asking Questions Supporting Response: Bolstering Others Understanding Response: Paraphrasing and Perception Checking Response Styles and Empathetic Listening: Making Choices Empathetic Response Styles: Probing, Supporting, and Understanding Nonempathic Responses: Evaluating, Advising, Interpreting, and Content-Only Developing Communication Competence: Distinguishing Listening Responses Choosing Competent Response Styles: Frequency, Timing, and Solicitation Summary Quizzes Without Consequences Film School Case Studies PART 2: INTERPERSONAL COMMUNICATION CHAPTER 7. POWER Definition of Power The Nature of Power: No Powerless People Forms of Power: Dominance, Prevention, and Empowerment Power Struggles and Power Sharing: A Comparison Communication Indicators of Power General Indicators: Defining, Following, Opposing, and Inhibiting Verbal indicators: Language Choices Powerful and Powerless Language: Communicating Status Gender and Cultural Influences: Powerful Language Differences Nonverbal indicators: Silent Exercise of Power Power Resources Information: Scarce and Restricted Expertise: Information Plus Know-How Legitimate Authority: You Will Obey Rewards and Punishments: Pleasure and Pain Personal Qualities: A Powerful Persona Problems of Power Imbalance Power Sharing: Key to Relationship Success or Failure Relationship Aggression: Battle for Dominance Aggression Types: Direct and Indirect Solutions: The Communication Link Focus on Controversy: Gender and Relationship Aggression - A White-Hot Debate Verbal and Nonverbal Abuse: Expressing Contempt Sexual Harassment: When Flirting is Hurting Commonplace Difficulties: Lighter Side Competent Communication and Balancing Power Dominance-Prevention: Competitive Power Balancing Coalition Formation: Pooling Power Defiance: Digging in Your Heels Resistance: Dragging Your Feet Empowerment: Exercising Positive Power Developing Assertiveness: Neither Doormat nor Boot Wiper Developing Communication Competence: Assertiveness Self-Assessment Questionnaire Increasing Personal Power Resources: Expanding Choices Employing Cooperative Argumentation: deliberations, Not Combat Summary Quizzes Without Consequences Film School Case Studies CHAPTER 8. MAKING RELATIONSHIPS WORK Main Reasons for Forming Relationships Need to Belong: Like Food and Water Interpersonal Attraction: What Draws Us Together Rewards: Exchange Theory Forming Close Relationships Intimacy and Love: Romantic Partners and Friends Relationship Development: Coming-Together Phases Developing Communication Competence: Recognizing Flirting Signals Relationship Deterioration: Coming-Apart Phases Sustaining Relationships: Lovers, Friends, Relatives, and Coworkers Connecting Bids: Keeping Us Together Emphasize Supportive Communication: How to Talk to Others Developing Communication Competence: Reactions to Defensive and Supportive Communication Defuse Defensiveness: When a Cooperative Climate Isn't Enough Address Relationship Deterioration: Beyond Sustaining Cross-Sex Friendships: Sustaining with Complications Technology and Competent Interpersonal Relationships Social Contact: Pros and Cons Focus on Controversy: Addiction to Technology Developing Communication Competence: Cell Phone Etiquette for the Competent Communicator Online Romance: Cyberlove Conflict: Electronic Flame Throwing Developing Communication Competence: Netiquette Intercultural Relationships and Communication Competence Intercultural Friendships: Additional Challenges Intercultural Romance: Tougher Than Friendships Summary Quizzes Without Consequences Film School Case Studies CHAPTER 9. INTERPERSONAL CONFLICT MANAGEMENT Definition of Conflict General Definition: Essential Elements Types of Conflict: It's Not All Bad Relationship Dialectics Dialectics Within Relationships: Pushing Us/Pulling Us Dialectics with Outsiders: Us and Them Addressing Dialectics: Not a Balancing Act Focus on Controversy: Ethical Conundrum: Is Honesty Always the Best Policy? Communication Styles of Conflict Management Collaborating: Looking for Win-Win Solutions Accommodating: Yielding to Others Compromising: Halving the Loaf Avoiding: Ignoring Conflict Competing: Power-Forcing Managing Conflict Competently Styles in Action: Smooth Sailing to White-Water Rafting Culture and Conflict: Different Styles Transforming Competing into Collaborating: Cooperation Revisited Styles and Partner Abuse: Addressing Aggression Anger Management: Controlling the Beast Within Workplace Bullying: Conflict and Anger Meet Forgiveness: Healing Conflict's Wounds Summary Quizzes Without Consequences Film School Case Studies PART 3: GROUP COMMUNICATION CHAPTER 10. THE ANATOMY OF SMALL GROUPS The Structure of Small Groups Definitions: Setting the Scope Group Size: Influencing Structure Task and Social Dimensions: Productivity and Cohesiveness Norms: Rules Governing Group Behavior Roles: Expected Patterns of Behavior Developing Communication Competence: Playing by the Roles: A Self-Assessment Leadership Defining Leadership: A Process of Influence Leader Emergence: A Process of Elimination Focus on Controversy: Gender and Ethnicity: Glass Ceiling or Glass Cliff? Competent Leadership: Evolving Perspectives Developing Communication Competence: What is your Leadership Style Preference? Summary Quizzes Without Consequences Film School Case Studies CHAPTER 11. CREATING EFFECTIVE GROUPS Why Groups Succeed and Fail Synergy: Creating Group Genius Challenges That Can Impede Group Genius Developing Communication Competence: Are You a Difficult Group Member? Developing Communication Competence: Social Loafing: A Self-Assessment Avoid Groupthink: Preventing Decisions Beyond Bad Developing Competent Group Decision Making and Problem Solving Structure Decision Making: Using the Standard Agenda Employ Decision-Making Rules Competently: Making Choices Developing Communication Competence: How to Achieve a Consensus Manage Meetings Effectively: Stop Wasting Time Developing Communication Competence: A Sample Agenda for Group Meetings Enhance Creative Problem Solving: Becoming Unstuck Teambuilding and Teamwork Defining a Team: Not Just a Small Group Establishing Team Goals: An Important First Step Developing a Team Identity: Who Are You? Designating Clear Team Roles: Avoid Duplication Virtual Groups and Teams Summary Quizzes Without Consequences Film School Case Studies PART 4: PUBLIC SPEAKING CHAPTER 12. PREPARING AND PRESENTING YOUR FIRST SPEECH Addressing Speech Anxiety Pervasiveness: You're Not Alone Symptoms: Fight-or-Flight Response Causes: Dysfunctional Anxiety Strategies: Managing Anxiety Audience Analysis Types of Audiences: The Five Cs Audience Composition: Making Inferences Topic Choice and Analysis Potential Topics: Important Choice Appropriateness of Topic: Blending Topic and Audience Narrowing the Topic: Recognizing Constraints Researching the Topic The Internet: First Stop Libraries: Bricks-and-Mortar Research Focus on Controversy: Wikipedia: Credible Scholarship or Mob Rule? Interviewing: Questioning Experts Competent Outlining and Organizing Effective Outlining: Making Sense Effective Organization: Creating Patterns Developing Communication Competence: A Student Outline: Rough Draft and Revision Developing Communication Competence: Examples of Signposts and Transitions Competent Delivery of Speeches Methods of Delivery: The Big Four Developing Competent Delivery Summary Quizzes Without Consequences Film School Case Studies TED Talks and YouTube Links CHAPTER 13. BUILDING BETTER SPEECHES Gaining and Maintaining Attention Attention Strategies: Involuntary Triggers Effective Introductions and Conclusions Objectives for Competent Introductions Objectives for Competent Conclusions Developing Supporting Materials Examples: Various Types and Effectiveness Statistics: Quantifying Your Points Evaluating Supporting Materials: Criteria Competent Style of Presentation: A Signature Event Oral Versus Written Style: An Essay Is Not a Speech Standards of Competent Oral Style: The Language of a Speech Summary Quizzes Without Consequences Film School Case Studies TED Talks and YouTube Links CHAPTER 14. INFORMATIVE SPEAKING Distinguishing Informative from Persuasive Speaking Noncontroversial Information: Staying Neutral Precursor to Persuasion: No Call to Action Types of Informative Speeches Reports: Facts in Brief Explanations: Deeper Understanding Demonstrations: Acting Out Narratives: Storytelling Comparisons: Pros and Cons Guidelines for Competent Informative Speaking Inform: Tell Us What We Don't Know Adapt: Audience Analysis Clarify Key Terms: Definitions Supporting Materials Revisited: Additional Advice Avoid Information Overload: Don't Drown in Data Tell Your Story Well: Narrative Tips Developing Communication Competence: Outline and Text of an Informative Speech Visual Aids Types: Benefits and Drawbacks Media: Simple to Complex Technology Focus on Controversy: PowerPoint: Lots of Power, Little Point? Guidelines: Aids, Not Distractions Summary Quizzes Without Consequences Film School Case Studies TED Talks and YouTube Links CHAPTER 15. PERSUASIVE SPEAKING Foundations of Persuasion Coercion Versus Persuasion: Choice Attitude-Behavior Consistency: Variables Goals of Persuasion Elaboration Likelihood Model: Mindful or Mindless Persuasion Culture and Persuasion: A Question of Values Persuasive Speaking Strategies Establish Identification: Connecting with Your Audience Build Credibility: Can We Believe You? Build Arguments: Persuasive Logic and Evidence Use Emotional Appeals: Beyond Logic Induce Cognitive Dissonance: Creating Tension Use the Contrast Effect: Minimize the Magnitude Use a Two-Sided Strategy: Refutation Developing Communication Competence: A Sample Outline and Persuasive Speech Summary Quizzes Without Consequences Film School Case Studies TED Talks and YouTube Links Appendix A: INTERVIEWING Appendix B: SPEECHES FOR SPECIAL OCCASIONS
