Table Of ContentProfessional Communication at Work
This text prepares future professionals for success in the workplace through identifying
interpersonal communication skills and strategies and exploring when, how, and
why to use them. Informed by academic research, professional literature, and author
Joseph L. Chesebro’s own experiences, the text explores and demonstrates the skills
that have facilitated Chesebro’s own students to fi nd work and to succeed in their
professional lives.
Offering a very practical focus on such topics as handling conflict and giving
dynamic presentations, Professional Communication at Work also covers essential
interpersonal communication skills that are often not discussed, such as:
(cid:129) Using networking when job hunting;
(cid:129) Earning a good reputation as a new employee;
(cid:129) Using storytelling and questions more often;
(cid:129) Developing coaching relationships with the best senior employees in our
workplace;
(cid:129) Practicing and developing new skills on our own; and
(cid:129) Using workplace politics in a positive and constructive way to accomplish our
goals.
Utilizing the approach of a supportive communication coach, Professional Com-
munication at Work will help readers gain a variety of practical communication
strategies they can apply to contribute to success in their own careers.
Joseph L. Chesebro is Associate Professor of Communication at The College at Brock-
port, New York. Joe has taught for 19 years in the areas of interpersonal and organi-
zational communication, including courses in workplace communication and training
and development. During his 14 years at The College at Brockport he has served as
department chair and been awarded the Chancellor’s Award for Excellence in Teaching
as well as the Academic Advisement Award.
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Professional Communication
at Work
Interpersonal Strategies
for Career Success
Joseph L. Chesebro
First published 2014
by Routledge
711 Third Avenue, New York, NY 10017
and by Routledge
2 Park Square, Milton Park, Abingdon, Oxon OX14 4RN
Routledge is an imprint of the Taylor & Francis Group, an informa business
© 2014 Taylor & Francis
The right of Joseph L. Chesebro to be identified as author of this work
has been asserted by him/her in accordance with sections 77 and 78 of
the Copyright, Designs and Patents Act 1988.
All rights reserved. No part of this book may be reprinted or reproduced
or utilised in any form or by any electronic, mechanical, or other means,
now known or hereafter invented, including photocopying and recording,
or in any information storage or retrieval system, without permission in
writing from the publishers.
Trademark notice: Product or corporate names may be trademarks or
registered trademarks, and are used only for identification and explanation
without intent to infringe.
Library of Congress Cataloging-in-Publication Data
Chesebro, Joseph L.
Professional communication at work : interpersonal communication for
a better workplace / by Joseph L. Chesebro.
pages cm
Includes bibliographical references and index.
1. Communication in organizations. 2. Interpersonal communication.
3. Business communication. 4. Interpersonal relations. I. Title.
HD30.3.C457 2014
650.101ʹ4—dc23
2013050274
ISBN: 978-1-13-801419-0 (hbk)
ISBN: 978-1-13-801418-3 (pbk)
ISBN: 978-1-315-77273-8 (ebk)
Typeset in Sabon
by Apex CoVantage, LLC
Contents
Preface ix
Acknowledgments xi
1 Communication and Organizations 1
Why Does Communication “Go Wrong” So Often? 1
A Model of Communication (and All That Can Go Wrong When
We Communicate!) 3
The Workplace as Our Communication Context 8
How Organizational Life Is Different From the Way
We Are Taught in School 12
So What Are We Covering in This Book, and Why? 16
Getting the Most Out of This Book 17
2 Individuals in Organizations 20
Personality and Traits 20
Individual Differences We Display 22
Bridging the Gap Between External and Internal 29
Individual Differences in Our Internal Focus 30
Can Our Personality Change? 35
3 Networking 40
What Do We Know About Networks? 40
Why Don’t More People Network More Often? 48
Networking Strategies 50
4 Adjusting to the Culture Shock 61
Why Do They Do It Like This, It Doesn’t Make Sense? 61
Levels of Organizational Cultures 62
How Cultures Form 66
How Are We Socialized into a Culture? 68
vi Contents
What Can New Employees Do to Get a Feel for the Culture? 72
How to Change an Organization’s Culture 75
5 Credibility 80
How Do We Establish Ourselves in Our New Workplace? 80
So What Should New Employees Do? 84
Levels of Infl uence 90
Infl uence, Power, and Credibility 92
Credibility 94
Earning Credibility 96
Credibility and Electronic Communication 100
6 Workplace Relationships 103
Investment Model of Relationships 103
A Model for Successful Communication Interactions 104
What About Charisma? 109
Relational Coordination 110
Subordinate-Superior Relationships 112
Leader Member Exchange Relationships 117
Concluding Summary Points 121
7 Nonverbal Communication 123
Evolution and Emotional Experience and Expression 123
Socialization and Emotional Experience and Expression 124
Nonverbal Cues 126
Functions of Nonverbal Messages 130
Adapting to Others’ Nonverbal Behaviors 135
Manipulating Our Expressions: Surface Acting Versus Deep Acting 137
8 Using Words Skillfully 143
Message Framing 143
Stories 148
Questions 156
Conclusions 162
9 Listening Carefully to Verbal and Nonverbal Messages 164
Why Do People Often Listen Poorly? 164
What Kinds of Things Can We “Catch” When We Listen
Carefully? 165
Summary on Listening 177
Getting Others to Listen to Us 178
Contents vii
10 Handling Disagreements 184
Confl ict 185
Groupthink 185
Disagreement 188
Negotiation 189
The “Camp” System 193
11 Skillful Navigation of Conflict Situations 199
What Happens When We Experience Confl ict? 200
What All of This Means 206
Handling Confl ict Situations More Effectively: Prevent, Depart,
Distract, or Defuse 207
12 Coaching and Being Coached 217
How Experts See What Others Miss 219
What Does It Take to Become an Expert? 223
How Might We Learn From Others in the Workplace? 224
Getting Coached 226
Coaching Others 228
13 Navigating Organizational Politics 233
How to Alienate Others, Damage Our Reputation, and
Compromise Our Integrity 234
How Do Ideas Diffuse Through Large Groups? 236
Pfeffer’s Steps for Navigating Organizational Politics and
Getting Things Done 239
14 Giving Good Presentations 251
How Do People Undermine Their Presentations Before
They Even Begin Speaking? 252
What Can We Do During the Presentation to Better Reach
Our Audience? 259
Putting It All Together 262
Index 265
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Preface
I wrote this book as if I were sitting beside the reader and acting as a supportive
communication coach. I chose content based on what I thought would be most useful
in helping you (1) get jobs, (2) establish yourselves well in a new workplace, (3) better
understand how to analyze problems that occur in the workplace, (4) appreciate a
wider array of communication skills and strategies you may use to address workplace
challenges, (5) accomplish something meaningful, even if there are obstacles in your
place, and (6) improve your interpersonal communication skills and apply them to
various types of workplace situations. I’ve tried to keep things conversational to make
the reading more enjoyable. And while I certainly apply theory and research, I’ve done
it with a very practical focus, always mindful of addressing the question of “so why
is this important and how can it help me in the workplace?” I hope you find this
book to be no-nonsense, realistic, and a sourced with helpful advice for communicating
more effectively with others in your workplace.
