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Brief Contents
PART ONE
PART TWO
PART THREE
PART FOUR
Basic Principles of Communication
1
The Communication Process
2
2
Self, Perception, and Communication
3
Verbal Communication
4
Nonverbal Communication
30
58
92
Interpersonal Communication
5
Listening
122
6
Interpersonal Relationships
7
Evaluating and Improving Relationships
8
Communication and Technology
9
Conflict and Conflict Management
150
182
206
222
Other Forms of Communication
10
Intercultural Communication
242
11
Small-Group Participation and Leadership
270
Communicating in Public
12
Getting Started and Finding Speech Material
13
Organizing and Outlining the Speech
14
Delivering the Speech
15
Informative and Persuasive Speeches
310
338
362
390
Glossary G-1
References R-1
Photo Credits C-1
Index I-1
iii
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Contents
Self-Perception 38
Gender, Sex, and Self-Concept 39
Can You Improve Your Self-Concept? 40
Where Should Change Begin? 40
What Do You Want to Change
about Yourself? 42
Are Your Circumstances Keeping You
from Changing? 42
Are You Willing to Take Some Chances? 42
What Would Be a Realistic Goal? 43
Can You Discipline Yourself? 43
Are There People Who Will Support You? 43
Can You Be More Other-Centered? 43
Preface xi
PART ONE
Basic Principles of Communication
Chapter 1
The Communication Process 2
Everyone Needs Communication Skills 5
Characteristics of Communication 7
Communication Is a Process 7
The Internet and the Model of Communication
Communication Is a Transaction 13
Types of Communication 15
11
Communication Competence 19
Strategic Flexibility (SF) 20
Introduction to Active Open-Mindedness
(AOM) 22
Communicating Effectively 23
Ethical Communication 25
Chapter Review 28
Summary 28
Key Terms and Concepts 29
Questions to Review 29
Chapter 2
Self, Perception, and
Communication 30
The Role of Self and Perception in Communicating
Effectively and Strategic Flexibility 32
Self-Concept 34
Reflected Appraisals 35
Social Comparisons 37
iv
hyb23879_fm_i-xx_001.indd iv
The Map Is Not the Territory 44
Perception 46
The Perceptual Process 46
Deletions, Distortions, and Generalizations 48
Perceptual Filters 49
Adjusting to Perceptual Influences 51
Chapter Review 55
Summary 55
Key Terms and Concepts 56
Questions to Review 56
Chapter 3
Verbal Communication 58
The Role of Verbal Communication
in Communicating Effectively and
Strategic Flexibility 61
Communicating Effectively 61
Strategic Flexibility 62
How Words Work 63
People Determine Meanings 68
The Language Environment 69
People, Purposes, and Rules 69
Appropriate Language 70
Racist, Sexist, and Ableist Language 71
Specialization 72
Style, Roles, and Group Memberships 73
Gender and Language 74
Powerful Talk 78
Culture and Language 78
Speaking and Writing 81
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Contents v
Working on Your Communication 82
What Do You Want to Say? 82
How Do You Want to Say It? 83
To Whom Are You Talking? 85
What Metamessages Are You Sending? 85
Ethics 86
Chapter Review 89
Summary 89
Key Terms and Concepts 90
Questions to Review 90
Chapter 4
Nonverbal Communication 92
The Role of Nonverbal Communication
in Communicating Effectively and Achieving
Strategic Flexibility 94
Communicating Effectively 94
Strategic Flexibility 96
Functions of Nonverbal Communication 115
Judging Honesty by Nonverbal Communication 116
Improving Your Nonverbal Communication 116
How Do People React to You? 117
Can Videotapes Help Your Nonverbal
Communication? 117
Is Your Nonverbal Communication Appropriate
to the Role You Are Playing? 117
How Do You Use Your Space? 117
How Do You Use Time? 118
Chapter Review 120
Summary 120
Key Terms and Concepts 120
Questions to Review 121
PART TWO
Differences Between Verbal and Nonverbal
Communication 96
Characteristics of Nonverbal Communication 97
Nonverbal Communication Is Culturally
Determined 97
Nonverbal Messages May Conflict with Verbal
Messages 98
Nonverbal Messages Are Largely Unconscious 98
Nonverbal Communication Shows Your Feelings
and Attitudes 99
Nonverbal Communication Varies by Gender 99
Nonverbal Communication Displays Power 100
Expectancy Violation Theory 101
Types of Nonverbal Communication 101
Paralanguage 101
Body Movement 103
Facial Expressions 104
Eye Messages 104
Attractiveness 105
Clothing 106
Body Adornment 108
Space and Distance 108
Touch 111
Smell 113
Time 114
Manners 114
Silence 115
hyb23879_fm_i-xx_001.indd v
Interpersonal
Communication
Chapter 5
Listening 122
The Role of Listening in Communicating Effectively
and Strategic Flexibility (SF) 125
Remembering Information 128
Note-Taking Skills 129
Listening Styles 130
Culture and Listening 131
Gender and Listening 132
The Difficulty of Listening 133
Learning to Listen 136
Six Kinds of Listening 138
Discriminative Listening 139
Comprehension Listening 139
Appreciative Listening 139
Critical Listening 140
Informative Listening 141
Empathic Listening 142
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vi Contents
Talking So Others Will Listen 143
Chapter Review 147
Summary 147
Key Terms and Concepts 147
Questions to Review 148
Chapter 6
Interpersonal Relationships 150
Emotional Intelligence 152
Being Self-Aware 152
Managing Emotions 153
Motivating Yourself 153
Recognizing Emotions in Others 153
Handling Relationships 154
The Importance of Emotional Intelligence to
Strategic Flexibility 154
Personal Motivation for Interpersonal Contact 155
Attractiveness 156
Motives for Interpersonal Communication 158
Talking to Each Other 160
Roles, Relationships, and Communication 160
Beginning Conversations: The Art of Small
Talk 161
Bids and the Bidding Process 163
Owned Messages 165
Relational Dialectics 166
Self-Disclosure: Important Talk 166
The Importance of Self-Disclosure 166
The Process of Self-Disclosure 167
Self-Disclosure and Intimacy: Rewards and
Fears 169
When Should Self-Disclosure Occur? 170
Social Penetration Theory 170
Essential Elements of Good Relationships 171
Verbal Skills 172
Emotional Expressiveness 172
Conversational Focus 172
Nonverbal Analysis 173
Conversational Encouragement 173
Care and Appreciation 174
Commitment 175
Adaptation 176
Social Exchange Theory
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176
Chapter Review 179
Summary 179
Key Terms and Concepts 180
Questions to Review 180
Chapter 7
Evaluating and Improving
Relationships 182
The Stages of a Relationship 186
Coming Together 186
Coming Apart 191
Evaluating Relationships: Asking the Right
Questions 195
Ask Yourself Questions 195
Ask Questions about Your Partner 196
Ask Questions about Rewards and Costs 196
Ask Questions about Roles 197
Improving Relationships: Using Communication
Strategies 198
Aggressive Talk and Aggression 199
Regrettable Talk 200
Criticism and Complaints 200
Avoidance 202
Chapter Review 204
Summary 204
Key Terms and Concepts 204
Questions to Review 204
Chapter 8
Communication and
Technology 206
The Effect of Technology on Communication 210
The Effect of Technology on Our Connection to
Others 210
The Effect of Technology on Self-Concept 211
The Effect of Technology on Interaction Skills 212
The Effect of Technology on Self-Disclosure 212
The Effect of Technology on Conversational
Skills 212
The Effect of Technology on Relationships 213
The Technology of Connection 216
Disadvantages of Using Technology 216
Some Guidelines for Using Technology 217
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Contents vii
What Is Culture? 246
Chapter Review 220
Summary 220
Key Terms and Concepts 220
Questions to Review 221
You Are a Cultural Being
The Importance of Studying
Intercultural Communication 248
Understanding Your Own Identity 249
Enhancing Personal and Social
Interactions 249
Solving Misunderstandings, Miscommunications,
and Mistrust 249
Enhancing and Enriching the Quality of
Civilization 250
Becoming Effective Citizens of Our National
Communities 250
Chapter 9
Conflict and Conflict
Management 222
Resolving Conflict
225
The Bottom Line 227
Resolving Conflict Online
228
Defensive Communication 229
Avoiding Defensive Communication:
A Practical Example 231
Dealing with Rejection 232
Dealing with Conflict at Work
232
Conflict in Groups 234
The Value of Substantive Conflict
Managing Group Conflict
247
235
236
Chapter Review 240
Summary 240
Key Terms and Concepts 241
Questions to Review 241
PART THREE
Other Forms of
Communication
Intercultural Communication and
the Communication Model 250
It Influences Senders and Receivers 251
It Influences Messages and Feedback 251
It Influences the Setting 251
Intercultural Communication and
the Internet 251
Studying Cultural Differences 252
Power Distance 252
Individualism versus Collectivism 253
Femininity versus Masculinity 254
Uncertainty Avoidance 254
Long-Term Orientation 254
High Context versus Low Context 255
Barriers to Intercultural Communication 255
Ethnocentrism 256
Stereotyping 256
Prejudice 256
Discrimination 256
Dealing with Barriers to
Intercultural Communication 257
Communication Between Nondominantand Dominant-Group Members 257
The Consequences of Nondominantand Dominant-Group Communication 260
Chapter 10
Intercultural Communication 242
Improving Intercultural
Communication 261
The Role of Intercultural Communication
in Communicating Effectively and in Strategic
Flexibility 244
In Communicating Effectively 244
In Strategic Flexibility 245
Chapter Review 267
Summary 267
Key Terms and Concepts 267
Questions to Review 268
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viii Contents
Chapter 11
Small-Group Participation and
Leadership 270
274
Types of Groups 276
Social Exchange Theory (SET)
277
Small-Group Effectiveness 277
Workable Size 278
An Appropriate Meeting Place 278
Suitable Seating Arrangements 279
Cohesiveness and Commitment 279
Groupthink 280
Discussion in Groups 281
Choosing a Topic 282
Identifying the Problem 283
Analyzing the Problem 283
Finding and Evaluating Solutions 285
Reevaluating Solutions 286
Symbolic Convergence Theory (SCT)
Leader-Member Exchange Theory (LMX) 298
The Functional Perspective (TFP)
Why Learn about Small Groups? 273
Characteristics of Small Groups
Cultural Values 274
Group Norms 275
Group Rules 276
Shared Leadership 296
Situational Leadership 297
286
Participating in Group Discussion 287
Task Roles 288
Maintenance Roles 289
Dysfunctional Roles 290
299
Leading the Group 299
Listening 299
Maintaining Neutrality and Objectivity 300
Establishing Procedures 300
Finding Solutions 300
Helping the Group to Progress 301
Seeking Diversity 301
Raising Questions 301
Focusing on Answers 302
Delegating Responsibility 302
Encouraging Social Interaction 302
Sharing a Vision 302
Seeking Consensus 303
Chapter Review 306
Summary 306
Key Terms and Concepts 307
Questions to Review 308
PART FOUR
Communicating
in Public
Group Leadership 291
What Is a Leader? 291
How Leaders Influence Followers 292
Reward Power 292
Coercive Power 292
Referent Power 293
Legitimate Power 293
Expert Power 293
How People Become Leaders 293
Personality Traits 294
Situational Factors 294
Strategic Flexibility 295
Approaches to Leadership 295
Traditional Leadership Styles 295
Functional Leadership 296
hyb23879_fm_i-xx_001.indd viii
Chapter 12
Getting Started and Finding
Speech Material 310
Why Study Public Speaking?
Knowledge of Public Speaking
312
312
Public Speaking and the
Elements of Communication 313
Preparation for Public Speaking 313
Finding a Topic 314
Narrowing the Topic 315
Selecting a Purpose 316
Analyzing the Audience 319
Analyzing the Occasion 322
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Contents ix
A Good Place to Start 323
Researching Your Topic: Where to Look 323
Supporting Material: What to Look For 327
Chapter Review 336
Summary 336
Key Terms and Concepts 337
Questions to Review 337
Chapter 13
Organizing and Outlining
the Speech 338
Principles of Organization 342
Relate Points to Your Specific Purpose
and Central Idea 342
Distinguish Between Main
and Minor Points 342
Phrase All Points in Full Sentences 342
Give All Points a Parallel Structure 342
Patterns of Organization 343
Time Order 343
Spatial Order 344
Cause-and-Effect Order 345
Problem–Solution Order 345
Topical Order 346
Preparing an Outline 347
The Outline Format 347
Full-Sentence and Keyword Outlines 348
The Speech Introduction 348
Get Attention 349
State Your Purpose, Central Idea,
and Main Points 352
Additional Tips for Introductions 352
The Speech Conclusion 353
Summarize Your Main Ideas 353
Include a Quotation 353
Inspire Your Audience to Action 354
Additional Tips for Conclusions 354
Speech Transitions 354
Tips for Transitions 355
The Reference List 356
Chapter Review 359
Summary 359
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Key Terms and Concepts 359
Questions to Review 359
Chapter 14
Delivering the Speech 362
Coping with Public-Speaking Anxiety 364
A Good Place to Begin 366
Time-Tested Ways for Dealing with
Nervousness 367
Other Strategies for Reducing
Anxiety 368
Characteristics of Good Delivery
Conversational Quality 370
Attentiveness 370
Immediacy 371
Directness 372
369
Types of Delivery 373
Impromptu Speaking 373
Speaking from a Manuscript 373
Speaking from Memory 374
Extemporaneous Speaking 374
How You Look 375
Appearance 375
Body Language 375
Eye Contact 375
Facial Expression 376
Gestures 376
Posture 376
How You Sound 376
Volume 376
Using a Microphone 377
Pace 377
Pitch and Inflection 377
Enunciation 377
Using Visual Support 378
Types of Visual Support 378
PowerPoint 384
Rules for Using Visual Support 384
Rehearsing Your Speech 385
Chapter Review 388
Summary 388
Key Terms and Concepts 388
Questions to Review 389
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x Contents
Ethical Persuasion
Chapter 15
Informative and Persuasive
Speeches 390
Values, Beliefs, and Attitudes
Values 408
Beliefs 408
Attitudes 409
Goals of an Informative Speaker 393
Increasing Understanding 393
Getting Attention 394
Helping Retention 396
Why Persuasion Is Challenging
Strategies for Informative Speeches 397
Defining 397
Describing 399
Explaining 400
409
Structure Your Material Effectively 422
Questions of Fact, Value, and Policy 422
One-Sided versus Two-Sided Arguments 423
Order of Presentation 423
Arousing Interest in Your Topic 402
Arouse Curiosity 402
Present Anecdotes 402
Build Anticipation 402
Build Suspense 403
Other Techniques for Getting Attention 403
Chapter Review 427
Summary 427
Key Terms and Concepts 428
Questions to Review 428
Getting Listeners Involved 404
Get the Audience to Participate 404
Ask Rhetorical Questions 405
Solicit Questions from the Audience 405
Glossary G-1
The Persuasive Speech
Photo Credits C-1
References R-1
405
406
What Is Persuasion, and What Is Its Purpose?
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408
Strategies of Persuasion 411
Determine Your Purpose 411
Analyze Your Audience 412
Appeal to Your Audience Using Logic 412
Appeal to Your Audience Using Emotion 416
Use Research to Prove Your Points 418
Choose Your Language Carefully 419
Appeal to Your Audience Using Your
Credibility 419
Types of Informative Speeches 396
Objects 396
Processes 396
Events 396
Concepts 397
Overarching Principles 397
Persuasion and the Communication Model
407
Index I-1
406
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