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Copyright © 2014 by SAGE Publications, Inc.

part I

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Beginning
Communication
Principles
Chapter 1: Business and Professional
Excellence in the Workplace
Chapter 2: Verbal and Nonverbal
Communication
Chapter 3: Listening

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Chapter Outline

Chapter Objectives

Business and Professional Excellence in
Context 5

After studying this chapter, you should be able to:

Understanding the KEYS Process
Defining Communication

8

10

The Importance of Communication
Communication Apprehension
Communication Ethics

Discussion Questions
Terms to Remember

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15

17

Keys for Excellence in the Workplace
Executive Summary

2. Identify business and professional communication contexts

10

Communication: A Complex Process

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1. Define professional excellence and communication 19

3. Understand the components of the communication model
4. Identify and explain the four KEYS to communication in the workplace
5. Discuss communication and professional excellence from an ethical perspective

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chapter 1

Business and Professional
Excellence in the Workplace

Vicky Oliver believes that new members of the workforce need some guidance about proper etiquette in a professional business setting. As a career consultant, Oliver criticizes instances of new employees’ texting during orientation or playing games on their tablets during business meetings. Another practice Oliver takes issue with is professional etiquette in the elevator. Too often, she notices employees wearing headphones or listening to music in this setting. “‘Wearing earplugs is like putting a Do Not Disturb sign on you,’ she says. It sends a message to colleagues that you want to be left alone, an unfriendly gesture at best” (Adams, 2010). Oliver discusses these points as part of the greater matter of business and professional excellence in the workplace. Effective and socially appropriate business communication is crucial in presenting yourself as a viable and wanted member of a professional organization.
Standards of business and professional excellence constantly change with the times. With the influx of new gadgets such as smartphones, tablets, and other portable devices, it is important to understand how to use these devices appropriately in a business setting. Spending too much time on your electronic devices can make you appear distant or awkward to your coworkers. Even worse, it can create the perception that you are focusing on something other than the business at hand, leading to labels such as “lazy” or “unfocused.” Respecting your colleagues’ professional and personal boundaries is also important; barging into someone’s office or cubicle unannounced

3

4

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PART I. BEGINNING COMMUNICATION
PRINCIPLES
Copyright
© 2014 by SAGE Publications, Inc.

can negatively affect that person’s perception of you. Even in an open office, people like to claim “their” space, and respecting that claim is crucial to gaining the respect and appreciation of your coworkers.
Business and professional excellence is an idea that most workers will grapple with throughout their