Copyright Goodheart-Willcox Co., Inc. vii Contents Listen with Purpose. .............................................................74 Listen for Specific Information............................................75 Listen to Instructions. ..........................................................75 Listen to Requests. ...............................................................75 Listen to Persuasive Talk. .....................................................76 Formal Meetings.....................................................................77 Arrive Early. ...........................................................................77 Sit in the Front.......................................................................77 Take Notes. ............................................................................77 Fight Barriers.........................................................................78 Provide Feedback. ................................................................78 CHAPTER REVIEW............................................................................. 80 CHAPTER 10 Written Communication............................................. 83 Writing Etiquette....................................................................84 Letters. ...................................................................................84 E-Mail. ....................................................................................87 Thank-You Notes...................................................................89 RSVP. ......................................................................................89 Social Media Etiquette.........................................................89 CHAPTER REVIEW............................................................................. 90 CHAPTER 11 Writing and Interviewing for Employment. ................ 93 Résumé, Cover Message, and Portfolio.........................94 Résumé. .................................................................................94 Cover Message. .....................................................................94 Portfolio.................................................................................97 Application Process. .............................................................99 Applying Online..................................................................100 Applying in Person. ............................................................100 Preparing for an Interview. .............................................100 Interview Questions. ..........................................................101 Dress for an Interview. .......................................................103 After the Interview...............................................................104 Thank-You Message............................................................104 Interview Evaluation. .........................................................104 Hiring Process. ......................................................................105 Employee Checks................................................................105 Employment Forms. ...........................................................105 CHAPTER REVIEW...........................................................................107 CHAPTER 12 Teams........................................................................111 Teams in the Workplace. ...................................................112 Teamwork. ...........................................................................112 Group Dynamics. ................................................................113 Conflict Resolution. ............................................................113 Difficult People. ....................................................................114 Leadership..............................................................................116 CHAPTER REVIEW...........................................................................117 CHAPTER 13 Diversity................................................................... 120 Diversity in the Workplace. ..............................................121 Gender. ................................................................................121 Race......................................................................................121 Disability..............................................................................122 Age. ......................................................................................123 Culture. .....................................................................................124 Cultural Awareness.............................................................125 Cultural Intelligence...........................................................126 Cultural Competency. ........................................................127 Intercultural Communication........................................127 Careful Listening.................................................................128 Clear Speech........................................................................128 Nonverbal Communication. ..............................................128 Benefits of Diversity. ...........................................................129 New Ideas. ...........................................................................129 Higher Productivity. ...........................................................129 Improved Customer Service. .............................................129 Reputation...........................................................................129 CHAPTER REVIEW...........................................................................130 CHAPTER 14 Confidence. .............................................................. 133 Self-Confidence.....................................................................134 Professional Success...........................................................135 Negotiation. ........................................................................135 Manage Up. .........................................................................136 Self-Promotion....................................................................137 Office Politics......................................................................137 Realistic Expectations........................................................138 Position................................................................................138 Salary. ..................................................................................138 Benefits................................................................................139 Promotion...........................................................................139 CHAPTER REVIEW...........................................................................140 APPENDIX A Punctuation. ........................................................................................143 APPENDIX B Capitalization. .....................................................................................147 APPENDIX C Number Usage....................................................................................149 Glossary................................................................................................ 151 Index..................................................................................................... 155
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