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Business and Professional Communication
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Business and Professional Communication
KEYS for Workplace Excellence

Fourth Edition
Available with:


November 2018 | 464 pages | SAGE Publications, Inc
Recipient of the 2020 Textbook Excellence Award from the Textbook & Academic Authors Association (TAA)

Business and Professional Communication provides students with the knowledge and skills they need to move from interview candidate, to team member, to leader. Accessible coverage of new communication technology and social media prepares students to communicate effectively in real world settings. With an emphasis on building skills for business writing and professional presentations, this text empowers students to successfully handle important work-related activities, including job interviewing, working in team, strategically utilizing visual aids, and providing feedback to supervisors.

This title is accompanied by a complete teaching and learning package. Contact your SAGE representative to request a demo.
  • Digital Option / Courseware
    SAGE Vantage is an intuitive digital platform that delivers this text’s content and course materials in a learning experience that offers auto-graded assignments and interactive multimedia tools, all carefully designed to ignite student engagement and drive critical thinking. Built with you and your students in mind, it offers simple course set-up and enables students to better prepare for class. Learn more.
    • Assignable Video with Assessment
      Assignable video (available with SAGE Vantage) is tied to learning objectives and curated exclusively for this text to bring concepts to life.
  • LMS Cartridge (formerly known as SAGE Coursepacks): Import this title’s instructor resources into your school’s learning management system (LMS) and save time. Don’t use an LMS? You can still access all of the same online resources for this title via the password-protected Instructor Resource Site.  Learn more.

 
Preface
 
Acknowledgments
 
Introduction for Students
 
PART I. BEGINNING COMMUNICATION PRINCIPLES
 
CHAPTER 1. BUSINESS AND PROFESSIONAL EXCELLENCE IN THE WORKPLACE
Understanding the Importance of Human Communication in Business and Professional Contexts

 
Communication: A Complex Process

 
Communication Apprehension

 
Communication Ethics

 
KEYS for Excellence in the Workplace

 
Executive Summary

 
Explore

 
Review

 
Discussion Questions

 
Terms to Remember

 
 
CHAPTER 2. VERBAL AND NONVERBAL COMMUNICATION
Verbal Communication

 
Nonverbal Communication

 
Codes of Nonverbal Communication

 
Forming Relationships With Verbal and Nonverbal Communication

 
KEYS to Excellence in Verbal and Nonverbal Communication

 
Executive Summary

 
Explore

 
Review

 
Discussion Questions

 
Terms to Remember

 
 
CHAPTER 3. LISTENING
Hearing and Listening

 
Barriers to Listening

 
Listening Styles and Categories

 
Improving Your Listening

 
KEYS to Listening Excellence

 
Executive Summary

 
Explore

 
Review

 
Discussion Questions

 
Terms to Remember

 
 
PART II . ENTERING THE WORKPLACE
 
CHAPTER 4. RÉSUMÉS, INTERVIEWS, AND NEGOTIATION
The Job-Seeking Process

 
Stage One: Exploring

 
Stage Two: Researching

 
Stage Three: Applying

 
Stage Four: Interviewing

 
Stage Five: Following Up

 
Stage Six: Negotiating

 
KEYS to Excellence in the Job-Seeking Process

 
Executive Summary

 
Explore

 
Review

 
Discussion Questions

 
Terms to Remember

 
 
CHAPTER 5. GETTING TO KNOW YOUR DIVERSE WORKPLACE
Learning Your Workplace Culture

 
Assimilating College Students

 
Diversity in Your Workplace: Some Important Concepts

 
Examples of Diversity in Professional Contexts

 
KEYS to Excellence in Getting to Know Your Diverse Workplace

 
Executive Summary

 
Explore

 
Review

 
Discussion Questions

 
Terms to Remember

 
 
PART III . DEVELOPING IN THE WORKPLACE
 
CHAPTER 6. INTERPERSONAL COMMUNICATION AT WORK
Exploring Relationship Types at Work

 
The Line Between Professional and Personal

 
Professional Etiquette

 
KEYS to Excellence in Interpersonal Communication

 
Executive Summary

 
Explore

 
Review

 
Discussion Questions

 
Terms to Remember

 
 
CHAPTER 7. STRENGTHENING TEAMS AND CONDUCTING MEETINGS
How Do Groups Differ From Teams?

 
Conducting Meetings

 
Shared Leadership

 
Problem Solving

 
Cultivating Innovative Thinking

 
Conflict in Team Meetings

 
KEYS to Excellence in Team Communication

 
Executive Summary

 
Explore

 
Review

 
Discussion Questions

 
Terms to Remember

 
 
PART IV. EXCELLING IN THE WORKPLACE
 
CHAPTER 8. TECHNOLOGY IN THE WORKPLACE
Communication and Technology: Tools for Professionals

 
Drawbacks of Technology

 
Social Media and Technology: Key Challenges in the Communication Age

 
Professional Etiquette With Technology

 
KEYS to Excellence With Communication and Technology

 
Executive Summary

 
Explore

 
Review

 
Discussion Questions

 
Terms to Remember

 
 
CHAPTER 9. BUSINESS AND PROFESSIONAL WRITING
The Importance of Written Communication

 
Striving for Written Communication Excellence

 
Types of Written Communication

 
KEYS to Excellence in Written Communication

 
Executive Summary

 
Explore

 
Review

 
Discussion Questions

 
Terms to Remember

 
 
CHAPTER 10. LEADERSHIP AND CONFLICT MANAGEMENT
What Is Leadership?

 
Utilizing Power

 
Improving Communication With Leadership Theories

 
Hiring the Right Team

 
Following Up and Following Through

 
Communicating About Your Team

 
Dealing With Difficult People

 
Giving Feedback

 
Putting It Together

 
Managing Your Public Image

 
KEYS to Excellence in Leadership

 
Executive Summary

 
Explore

 
Review

 
Discussion Questions

 
Terms to Remember

 
 
PART V. PRESENTING IN THE WORKPLACE
 
CHAPTER 11. INFORMING AND PERSUADING
The Importance of Presenting With Professional Excellence

 
Identifying Presentation Opportunities and Purposes

 
Speaking to Inform

 
Speaking to Persuade

 
KEYS to Excellence in Professional Presentations

 
Executive Summary

 
Explore

 
Review

 
Discussion Questions

 
Terms to Remember

 
 
CHAPTER 12. SPEECH DESIGN
Analyzing the Audience

 
Analyzing the Context

 
Researching

 
Organizing Your Presentation

 
Introductions

 
Conclusions

 
Language

 
KEYS to Excellence in Speech Design

 
Executive Summary

 
Explore

 
Review

 
Discussion Questions

 
Terms to Remember

 
 
CHAPTER 13. DELIVERING A SPEECH WITH PROFESSIONAL EXCELLENCE
Delivering a Presentation With Professional Excellence

 
PowerPoint and Other Supporting Aids

 
Practice Makes Perfect

 
Team Presentations

 
KEYS to Excellence in Delivering a Speech

 
Executive Summary

 
Explore

 
Review

 
Discussion Questions

 
Terms to Remember

 
 
PART VI . SURVIVING IN THE WORKPLACE
 
CHAPTER 14. WORK–LIFE BALANCE
The Importance of Work–Life Balance

 
Triggers to Imbalance

 
Strategies for Balance

 
KEYS to Excellence With Work–Life Balance

 
Executive Summary

 
Explore

 
Review

 
Discussion Questions

 
Terms to Remember

 
 
Epilogue: Communication Is Work
 
References
 
Glossary
 
Index
 
About the Authors

Supplements

Instructor Resource Site
edge.sagepub.com/quintanilla4e


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LMS cartridge included with this title for use in Blackboard, Canvas, Brightspace by Desire2Learn (D2L), and Moodle

The LMS cartridge makes it easy to import this title’s instructor resources into your learning management system (LMS). These resources include:

  • Test banks
  • Editable chapter-specific PowerPoint® slides
  • Sample course syllabi
  • Lecture notes
  • All tables and figures from the textbook 
Don’t use an LMS platform?

You can still access all of the same online resources for this title via the password-protected Instructor Resource Site.
Student Study Site

edge.sagepub.com/quintanilla4e

 

The open-access Student Study Site makes it easy for students to maximize their study time, anywhere, anytime. It offers flashcards that strengthen understanding of key terms and concepts, as well as learning objectives that reinforce the most important material.

Key features
NEW TO THIS EDITION:

  •  The new edition is available as a digital option through SAGE Vantage, an intuitive digital platform that offers auto-graded assignments and interactive multimedia tools—including video—all designed to enable students to better prepare for class. Learn more.
  • A New “Introduction for Students” introduces the KEYS process to students and explains the benefits of studying business and professional communication.
  • Updated chapter opening vignettes introduce students to each chapter with a contemporary example drawn from the real world, including a discussion about what makes the employee-rated top five companies to work for so popular, new strategies to update PR and marketing methods to help stories stand out, Oprah Winfrey’s 2018 Golden Globe speech that reverberated throughout the #metoo movement, Simon Sinek’s “How Great Leaders Inspire Action” TED talk, and the keys to Southwest Airlines’ success.
  • An updated photo program shows diverse groups of people in workplace settings and provides current visual examples to accompany updated vignettes and scholarship in the chapter narrative.
KEY FEATURES:
  • Compelling narratives introduce students to each chapter with a contemporary example drawn from the real world.
  • The KEYS organizing theme includes the following features 1) Know Yourself self-assessments and inventories, 2) Evaluate the Professional Context sections that encourage application of knowledge to a variety of professional contexts and situations, 3) Your Communication Interaction features focus on making competent communication choices and selecting the appropriate communication channel, and 4) Step Back and Reflect sections that present challenges and dilemmas in business and professional contexts, promoting analysis of what went wrong in specific business and professional situations.  
  • “Ethical Connection” features emphasize ethics, a foundation of business and professional excellence, in all chapters by connecting a topic to an ethical perspective.
  • Discussion Questions build students’ critically thinking skills and help generate classroom discussion.

Vantage Reference: 
Business and Professional Communication- Vantage Digital Option

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