vii Contents Show You Are Listening.......................................................74 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 Office Messaging .................................................................89 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 Employee Engagement .....................................................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 Unspoken Workplace Rules ..............................................................143 APPENDIX B Punctuation ........................................................................................145 APPENDIX C Capitalization .....................................................................................149 Glossary ...............................................................................................151 Index ....................................................................................................155