Communicating for Success, third edition, is a core textbook for Introduction to Communication courses and gives students an overview of the subfields of Communication Studies and how these areas provide practical, fun, and immediate applications to students pursuing a wide variety of career paths, as well as practical instruction in public speaking for success on today’s social media platforms.
This fully updated third edition focuses on the key communication competencies recommended by the National Communication Association, including verbal and nonverbal communication, listening, interpersonal communication and conflict resolution, group and organizational communication, public speaking, leadership, and the roles of social media, technology, culture, gender, and ethics in communication. With a vibrant and engaging design, this volume is packed with applied features including practical scenarios and examples, key terms, discussion questions, sample activities, learning objectives, and more. A concentrated focus on the influence of communication on careers in business, education, and healthcare is highlighted in a two-page career spread at the end of each chapter and takes lessons beyond the classroom. New features in this edition include a greater focus on public speaking in the workplace; emphasis on demographic and behavioral factors in audience analysis; and increased discussion of issues of social justice and equity.
Online resources for instructors include PowerPoint slides and an Instructor’s Manual with guidance on how to use the book’s activities in both in-person and online courses.
Preface
About the Authors
UNIT I
BUILDING COMMUNICATION FOUNDATIONS
Unit I: "Communication" Scenario
Unit I: Self-Test
1 Getting Started in Communication
LEARNING OBJECTIVES
Communication Defined
First, Communication Is a Transactional Process
Second, Communication Occurs in a Context
Third, Communication Involves Negotiated Meanings of Symbols
Fourth, Communication Involves Shared Understanding
DEVELOPING SKILLS: How to Determine Your Anxiety/Confidence Level
Basic Communication Process
Communication Models: A Brief Overview
Elements of the Transaction Communication Model
Exploring the Communication Model: Culture, Gender, Technology, and Ethics
Communication and Culture
MAKING THEORY PRACTICAL: Coordinated Management of Meaning
Theory (CMM)
Communication and Gender
Communication and Technology
Communication and Ethics
A Practical Look at Communication: Competencies and Benefits
Competent Communicators
Benefits of Studying Communication
"YOUR CAREER" AND COMMUNICATION
Chapter Summary • Key Terms • Skill Builders
2 Using Perception to Understand Self and Others
LEARNING OBJECTIVES
Perception: Definitions and Steps
Step 1: Selecting Available Data
Step 2: Organizing Data into a Usable Form
Step 3: Interpreting the Data by Adding Meaning and Making Predictions
Factors That Lead to Differences in Perception
Physiological Factors in Perceptual Errors
Psychological Factors in Perceptual Errors
Cultural Factors in Perceptual Errors
Perception and Self
Self-Concept Defined
DEVELOPING SKILLS: How to Manage Your Smartphone for Success
Barnlund’s "6-Person" Concept: A "Self" Orientation
Plus-2 Concept: An "Other" Orientation
Barriers to an Accurate Self-Concept
Perception and Others
First Impressions
Stereotyping
Perceptual Constancy
Fundamental Attribution Error
Projection
MAKING THEORY PRACTICAL: Attribution Theory
Perceptual Skills to Improve Self-Concept
Self-Reflection
Seeking Feedback
Exploring Perception: Culture, Gender, Ethics, and Technology
Perception and Culture
Perception and Gender
Perception and Ethics
"YOUR CAREER" AND PERCEPTION
Perception and Technology #
Chapter Summary • Key Terms • Skill Builders
3 Listening
LEARNING OBJECTIVES
What Is Listening?
"Listening" Defined
Stages of Listening
Importance of Listening
Listening Helps Us Develop and Maintain Relationships
Listening Helps Us in Our Careers
DEVELOPING SKILLS: How to Improve Your Memory
Listening Helps Us Become Better Citizens
Listening Helps Us Develop and Maintain Our Mental Health
Barriers to Listening
Noise Barrier
Cultural Barrier
Gender Barrier
Ethics Barrier
Technology Barrier
Poor Listening Habits Barrier
Informational Listening
First: Prepare to Listen
Second: Avoid Prejudging
MAKING THEORY: Practical Listening Styles Profile
Third: Mentally Organize, Summarize, and Link Information
Fourth: Personalize Information While Listening
Fifth: Take Skillful Notes
Finally: Ask Questions and Paraphrase
Critical Listening
Listening Critically to Speaker Ethos
Listening Critically to Speaker Logos
Listening Critically to Speaker Pathos
Using Critical Listening Skills
Empathic Listening
Use Supporting Responses
Use Interpreting Responses
Use Questioning Responses and Paraphrasing Responses
Avoid Judging and Advising Responses
"YOUR CAREER" AND LISTENING
Chapter Summary • Key Terms • Skill Builders
4 Verbal Communication
LEARNING OBJECTIVES
The Nature of Language
Language and Verbal Communication Defined
Language and the Human Ability to Think
Language Is Rule-Governed
Language Is Symbolic
Language and Culture
Language and Gender
Language and Ethics
Language and Technology
The Power of Language
Language Has Power to Influence Our Perceptions of Others
Language Has Power to Reflect Attitudes
MAKING THEORY PRACTICAL: The Theory of Linguistic Relativity
(or the Sapir-Whorf Hypothesis)
Language Has Power to Affect Others’ Perceptions of Us
Obstacles to Effective Verbal Encoding
Insufficient Vocabulary
Jargon
Euphemisms
Trigger Words
Abstracting and Allness
Polarizing Terms
Imprecise Language and Relative Terms
Overcoming Obstacles to Effective Verbal Encoding
Expanding a Poor Vocabulary
Avoiding Jargon
Using Euphemisms with Care
Being Alert to Trigger Words
Using Dating and Indexing
DEVELOPING SKILLS: How to Read a Journal Article
"YOUR CAREER" AND LANGUAGE
Being Cautious of Extremes
Defining and Describing with Care
Chapter Summary • Key Terms • Skill Builders
5 Nonverbal Communication
LEARNING OBJECTIVES
What Is Nonverbal Communication?
Key Communication Concepts
Nonverbal Communication Defined
The Nature of Nonverbal Communication
Nonverbal Communication Aids Meaning
Nonverbal Communication Is Ambiguous
Categories of Nonverbal Communication
Kinesics
MAKING THEORY PRACTICAL: Expectancy Violations Theory (EVT)
Proxemics
Haptics
Chronemics
Artifacts
Paralanguage
Functions of Nonverbal Messages
Nonverbal Messages Can Replace Verbal Messages
Nonverbal Messages Can Repeat Verbal Messages
Nonverbal Messages Can Reinforce Verbal Messages
Nonverbal Messages Can Regulate Verbal Messages
Nonverbal Messages Can Reveal the Emotions Behind Verbal Messages
Nonverbal Messages Can Reverse Verbal Messages
Nonverbal Messages Can Reflect Unconscious Needs
Improving Nonverbal Encoding
Use Self-Monitoring
Check for Context
Check for Cultural Meanings
Check for Gender Differences
Check for the Limits of Technology
DEVELOPING SKILLS: How To Read Others’ Nonverbal Messages
Check for Challenges to Ethics
"YOUR CAREER" AND NONVERBAL SKILLS
Chapter Summary • Key Terms • Skill Builders
UNIT II
INTERPERSONAL AND SMALL GROUP COMMUNICATION
Unit II: "Technology Committee" Scenario
Unit II: Self-Test
6 Building Interpersonal Relationships
LEARNING OBJECTIVES
Interpersonal Communication
General Definition
Impersonal versus Interpersonal Communication
Interpersonal Relationships: Getting Needs Met
Personal Needs and Wants
Inclusion Needs (Extrovert–Introvert)
DEVELOPING SKILLS: How to Determine Your Needs
Control Needs (Dominant–Submissive)
Openness Needs (Discloser–Withholder)
Contradictory Needs (Dialectics)
Interpersonal Relationships: Gaining Rewards and Minimizing Costs
Gathering Information and Using Effective Conversation
Gathering Information to Reduce Uncertainty
Using Effective Conversation
Improving Self-Disclosure
True Self-Disclosure
Self-Disclosure and Culture/Gender/Ethics/Technology
MAKING THEORY PRACTICAL: Face Negotiation Theory
Disclosure and the Model of Social Penetration
"YOUR CAREER" AND RELATIONSHIPS
Chapter Summary • Key Terms • Skill Builders
7 Managing Interpersonal Relationships and Conflict
LEARNING OBJECTIVES
Relationships Stages
Stages of Relationship Development
Stages of Relationship Deterioration
Relationships and Conflict
Conflict Defined
Conflict Escalators
Conflict and Technology
Conflict Styles
The Passive Style
The Aggressive Style
MAKING THEORY PRACTICAL: Dispute-Exacerbating Model of
E-Mail (DEME)
The Passive-Aggressive Style
The Assertive Style
Conflict Outcomes
Win-Win
Compromise
DEVELOPING SKILLS: How to Communicate More Assertively
"YOUR CARER" AND RELATIONSHIPS
Win-Lose
Lose-Lose
Chapter Summary • Key Terms • Skill Builders
8 Communicating in Problem-Solving Groups
LEARNING OBJECTIVES
The Nature of Groups
What Makes a Group?
Teams and Virtual Teams
Groups and Culture Gender/Ethics/Technology
Types of Groups
Individual versus Group Decisions
When Individual Decisions Work Best
When Group Decisions Work Best
DEVELOPING SKILLS: How to Organize a Service-Learning Project
Characteristics of Successful Small Groups
The Optimum Size
Decision-Making Methods
Group Cohesiveness
Cultural Diversity
Absence of Groupthink
Rules, Norms, and Phases
MAKING THEORY PRACTICAL: Groupthink Theory
Group Problem-Solving Process
Group Process Step 1: Identify the Problem
Group Process Step 2: Analyze the Problem
Group Process Step 3: Establish and Rank Criteria
Group Process Step 4: Generate Possible Solutions
Group Process Step 5: Apply Criteria to Select Best Solution(s)
Group Process Step 6: Implement & Follow Up
"YOUR CAREER" AND GROUP SKILLS
Chapter Summary • Key Terms • Skill Builders
9 Becoming Effective Group Members and Leaders
LEARNING OBJECTIVES
Characteristics of Effective Group Members
Keeping an Open Mind
Preparing and Participating Effectively
Using the Problem-Solving Procedure Effectively
Handing Conflicts Effectively
Effective Member Roles
Formal Roles
Task Roles
Maintenance Roles
Dysfunctional Roles
Characteristics of Effective Group Leadership
Using Power Effectively
Sharing Responsibility
Benefiting from Culture/Gender/Technology/Ethics
DEVELOPING SKILLS: How to Work with Dysfunctional Members
Becoming an Effective Leader
Leadership Traits
Leadership Functions
Leadership Styles
Contingency Leadership
Transformational Leadership
MAKING THEORY PRACTICAL: Transformational Leadership Theory
Responsibilities of Members and Leaders
Member Responsibilities
Leader Responsibilities
"YOUR CAREER" AND LEADERSHIP
Chapter Summary • Key Terms • Skill Builders
UNIT III
PUBLIC SPEAKING
Unit III: "Public Speaking" Scenario
Unit III: Self-Test
10 Public Speaking: Getting Started
LEARNING OBJECTIVES
Understanding the Nature of Anxiety
What Is Speaker Anxiety?
What Causes Speaker Anxiety?
Anxiety Caused by the Situation
Building Speaker Confidence
Be Prepared
Engage in Skills Training
Use Positive Imagery
Apply Cognitive Restructuring
Become Audience Centered
MAKING THEORY PRACTICAL: Uncertainty Reduction Theory
Practice Speaking Often
An Overview: Five Steps in Preparing a Successful Presentation
Step 1: Analyzing Your Audience and the Situation
Step 2: Developing Your Topic, Purpose, and Thesis
Step 3: Gathering Materials
Step 4: Organizing Your Main Points
Step 5: Practicing Your Presentation
Audience Analysis: A More Detailed Look
Demographic Analysis
Attitude Analysis
DEVELOPING SKILLS: How to Conduct an Audience Analysis
"YOUR CAREER" AND SPEAKING SKILLS
Situational Analysis
Chapter Summary • Key Terms • Skill Builders
11 Selecting a Topic and Gathering Supporting Materials
LEARNING OBJECTIVES
Developing Your Topic, Purpose, and Thesis
Topic Selection
Purpose
Thesis Statement
Gathering Materials: Begin with a Rough-Draft Outline
A Rough-Draft Outline Saves Valuable Time
A Rough-Draft Outline Makes Getting Opinions from Others Easier
Searching for Supporting Materials: Ethics and Technology
Personal Information
Print Sources
DEVELOPING SKILLS: Ethics, Evidence, and Plagiarism
Electronic Databases
Internet Sources
Interviews
Types and Uses of Supporting Materials: Culture and Gender
Definitions
Explanations
Examples
Illustrations
Comparisons
Quotations (Expert Testimony)
MAKING THEORY PRACTICAL: Fisher’s Narrative Paradigm
Statistics
"YOUR CAREER" AND SUPPORTING MATERIALS
Chapter Summary • Key Terms • Skill Builders
12 Informative Speaking
LEARNING OBJECTIVES
Informative Speaking: Characteristics and Ethics
Organizational Patterns for Informative Presentations
Chronological (Time Order) Pattern
Spatial (Geographical) Pattern
Topical Pattern
Causal (Usually Cause-Effect) Pattern
Problem-Solution Pattern
Speech Organization: Cultural and Gender Differences
MAKING THEORY PRACTICAL: The Stickiness Factor
Speech Introductions
Catch Audience Attention
Build Rapport
Establish Credibility
When Should Each Step Be Used?
Speech Conclusions
Summary of Main Points
Memorable Ending
Questions and Answers (Q&A)
Speech Transitions
Speech Outlining and Technology Tools
Why Bother with Outlines?
DEVELOPING SKILLS: How to Organize Using Storyboards
Outlining Principles
Types of Outlines
"YOUR CAREER" AND INFORMATIVE SPEAKING
Chapter Summary • Key Terms • Skill Builders
13 Adding Visuals and Practicing Your Presentation
LEARNING OBJECTIVES
Preparing Quality Visual Aids
Types of Visual Aids
General Guidelines for Using Visual Aids Successfully
Using Technology (Especially PowerPoint) Successfully
MAKING THEORY PRACTICAL: Basic Design Principles
Preparing for a Specific Audience
Pinpoint Cultural Differences
Identify Audience Type
Select Best Delivery Method
Practice Your Verbal and Nonverbal Delivery
Pick Words Carefully
Use Direct Eye Contact
Use Effective Facial Expressions
Monitor Posture, Gestures, and Movements
Monitor Clothing and Grooming
Realize Virtual Presentations are Not the Same as Face-to-Face
Practice Your Vocal Delivery (Paralanguage)
Pitch
Rate
Volume
Emphasis
Vocal Quality
Articulation
Pronunciation
Vocal Dysfluencies
Practice Citing Your Sources
DEVELOPING SKILLS: How to Orally Cite Your Sources During
Your Presentation
Final Preparations before Your Speech
"YOUR CAREER" AND DELIVERY
Chapter Summary • Key Terms • Skill Builders
14 Persuasive Speaking
LEARNING OBJECTIVES
Understanding Persuasion
Differences between Persuasive and Informative Speeches
Factors That Affect Persuasion
MAKING THEORY PRACTICAL: Social Judgment Theory
Types of Persuasive Speeches
Speech to Convince
Speech to Actuate
Persuasive Appeals That Really Persuade
Speaker Credibility (Ethos)
Evidence and Reasoning (Logos)
Emotional Appeal (Pathos)
Persuasive Organizational Patterns
Persuasive Pattern for Arguments: Statement of Logical Reasons
Persuasive Patterns for Problems and Solutions
Persuasive Pattern for Policy and Action: The Motivated Sequence
DEVELOPING SKILLS: How to Use Inoculation Theory
Adapting Organizational Patterns to Audiences
When the Audience Favors Your Position
When the Audience Opposes Your Position
When the Audience Is Neutral toward Your Position
When the Audience Opinions Vary Widely
Sample Student Speech
Final Thoughts from the Authors
"YOUR CAREER" AND PERSUASION
Chapter Summary • Key Terms • Skill Builders
APPENDIX Communicating Successfully in the Interviewing Context
References
Glossary
Name Index
Subject Index
Biography
Cheryl Hamilton is Professor Emeritus at Tarrant County College where she served as department chair and Professor of Communication.
Tony L. Kroll is Professor of Communication Studies at Dallas College.
Bonnie R. Creel is retired from a teaching career at Texas Christian University, and Tarrant County College.
