Leadership and Conflict Management 8 Leadership and Conflict Management 8 Presentations 8 Presentations 8 Work–Life Balance 8 Work-Life Balance 9 Understanding the KEYS Process 8 Understanding the KEYS Process 9 Defining Communication 10 (Moved to beginning of chapter) The Importance of Communication 10 Understanding the Importance of Human Communication in Business and Professional Contexts 10 Role-Taking 11 Previous Communication Experiences 11 Communication Channels 11 Cultural Influences 12 Communication Relationships 12 Communication: A Complex Process 11 Communication: A Complex Process 12 Sender and Receiver 12 Sender and Receiver 12 Message and Feedback 13 Message and Feedback 14 Channel 13 Channel 14 Context 13 Context 15 Noise 14 Noise 15 Social Media and Technology: Key Challenges in the Communication Age 16 Communication Apprehension 15 Communication Apprehension 17 Types of Communication Apprehension 15 Types of Communication Apprehension 17 Causes of Communication Apprehension 17 Causes of Communication Apprehension 18 Communication Ethics 17 Communication Ethics 20 KEYS for Excellence in the Workplace 19 KEYS for Excellence in the Workplace 21 Executive Summary 22 Executive Summary 22 Discussion Questions 23 Explore 24 Terms to Remember 23 Review 24 Discussion Questions 24 Terms to Remember 24 Chapter 2: Verbal and Nonverbal Communication CHAPTER 2. Verbal and Nonverbal 27 Communication 25 Verbal Communication 27 Verbal Communication 26 Nonverbal Communication 29 Nonverbal Communication 29 Codes of Nonverbal Communication 33 Codes of Nonverbal Communication 33 Vocal Expression 33 Expression 33 Space 33 Space 34 Environment 34 Environment 36 Physical Appearance 36 Physical Appearance 37 Body Movement 37 Body Movement 38 Facial Behavior 38 Facial Behavior 39 Touch 39 Touch 40 Forming Relationships With Verbal and Forming Relationships With Verbal and Nonverbal Communication 39 Nonverbal Communication 41 Verbal and Nonverbal Communication and Verbal and Nonverbal Communication and Their Impact on Professions 40 Impact on Professions 42 KEYS to Excellence in Verbal and Nonverbal KEYS to Excellence in Verbal and Nonverbal Communication 42 Communication 44 Executive Summary 43 Executive Summary 46 Explore 44 Discussion Questions 47 Review 44 Terms to Remember 47 Discussion Questions 44 Terms to Remember 45 Chapter 3: Listening 47 CHAPTER 3. Listening 49
Leadership and Conflict Management 8 Presentations 8 Work–Life Balance 8 Understanding the KEYS Process 8 Defining Communication 10 (Moved to beginning of chapter) The Importance of Communication 10 Communication: A Complex Process 11 Sender and Receiver 12 Message and Feedback 13 Channel 13 Context 13 Noise 14 Communication Apprehension 15 Types of Communication Apprehension 15 Causes of Communication Apprehension 17 Communication Ethics 17 KEYS for Excellence in the Workplace 19 Executive Summary 22 Discussion Questions 23 Terms to Remember 23 CHAPTER 2. Verbal and Nonverbal Communication 25 Verbal Communication 26 Nonverbal Communication 29 Codes of Nonverbal Communication 33 Expression 33 Space 34 Environment 36 Physical Appearance 37 Body Movement 38 Facial Behavior 39 Touch 40 Forming Relationships With Verbal and Nonverbal Communication 41 Verbal and Nonverbal Communication and Their Impact on Professions 42 KEYS to Excellence in Verbal and Nonverbal Communication 44 Executive Summary 46 Discussion Questions 47 Terms to Remember 47 CHAPTER 3. Listening 49 Leadership and Conflict Management 8 Presentations 8 Work-Life Balance 9 Understanding the KEYS Process 9 Understanding the Importance of Human Communication in Business and Professional Contexts 10 Role-Taking 11 Previous Communication Experiences 11 Communication Channels 11 Cultural Influences 12 Communication Relationships 12 Communication: A Complex Process 12 Sender and Receiver 12 Message and Feedback 14 Channel 14 Context 15 Noise 15 Social Media and Technology: Key Challenges in the Communication Age 16 Communication Apprehension 17 Types of Communication Apprehension 17 Causes of Communication Apprehension 18 Communication Ethics 20 KEYS for Excellence in the Workplace 21 Executive Summary 22 Explore 24 Review 24 Discussion Questions 24 Terms to Remember 24 Chapter 2: Verbal and Nonverbal Communication 27 Verbal Communication 27 Nonverbal Communication 29 Codes of Nonverbal Communication 33 Vocal Expression 33 Space 33 Environment 34 Physical Appearance 36 Body Movement 37 Facial Behavior 38 Touch 39 Forming Relationships With Verbal and Nonverbal Communication 39 Verbal and Nonverbal Communication and Impact on Professions 40 KEYS to Excellence in Verbal and Nonverbal Communication 42 Executive Summary 43 Explore 44 Review 44 Discussion Questions 44 Terms to Remember 45 Chapter 3: Listening 47