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Contents Mass Media Searchers I The searchers 2 The tradition of information gathering 3 Information gathering in the information age 5 Welcome to the Search 7 2 > Developing and Using Search Strategies 9 What (and how much) do I need to know? Assessing your information needs 10 Focusing on issues and outcomes 13 Setting your focus 13 Defining key issues 13 Framing specific questions 14 Identifying appropriate sources 14 Tapping into selected sources 15 Finding needed sources 16 The library 16 Government 17 Universities and research centers 17 Associations 18 Businesses 18 Personal interviews 19 Keeping your strategies flexible 19 A search checklist 20 3 > Discovering the Library 2l What's in the library 22 Common sources 22 Common technologies 25 How to find facts fast 26 Encyclopedias 27 Almanacs 28 Dictionaries 28 Atlases 28 Biographical dictionaries and indexes 29 Directories 29 Books of miscellany 29 How to find books and articles 29 Books 30 Newspapers 31 Periodicals 31 The search 32 Domestic violence 33 Diet fads and frauds 35 4 > Specialty Libraries 37 The government documents library 38’ What are federal government docurfients? 39 Where to find government documents 40 How to find government documents 41 The law library 49 What’s in a law library? S0 Major Access points 51 The law library staff 52 The health sciences library 53 Understanding the system 54 Major access points 54 Decoders 56 The search 57 5 Electronic Libraries 79 Mass communication and the information revolution 80 Speed 80 Accessibility 81 Convenience 81 Learning the lingo 82 The cost of going online 84 Specialized databases 85 Snakes in Eden 86 Polarization 86 Censorship 87 Privacy 87 The search 88 6 > Government: The information Colossus 99 To serve, protect, and . . . The granting of official authority 101 Discovering government activity 103 The role of elected officials 104 The administrators 104 The organization of government activities 105 Relations with workers and the electorate L06 Problem areas 107 Government financing and spending 107 Taxes 107 Fees and licenses 108 Fines and penalties 108 Government grants 108 The lottery and other monies 109 Government's long and winding paper trail 109 The search 1.11 , Step 1-: Learning the organization 111 Step 2: Determining regular and special ductility 111 Step j: Extracting needed information L12 Step 4: Evaluating that infortnation 112 7 > The Culture of Commerce I 15 The organization of business 116 Private us. Publicly held businesses 116 the not-for-profit Corporation or foundation 117 Discovering Discovering corporate organization 118 Common issues and themes in business 119 Performance 119 Competition 119 Impact 119 Business records and documents Government sources 120 Government source120 The trade press, trade associations and industry analysts 127 The advertising and public relations functions 130 The search 132 8 > Experts and Where to Find them ll7 Finding experts 138 Defining experts 138 Digging for experts 139 Institutional and "outsider, experts 141 Experts within the federal government 141 Experts at the university 143 "Outsider" experts 144 Other strategies for finding and using experts 145 Using public information and public relations departments getting referrals 146 Calling hot lines 146 Avoiding sexism 147 Using experts in your work 148 Attribution 149 Jargon slaying 149 Problem experts 150 The search 151 The background expert 152 "Expert" experts 152 Experts at the bull's-eye 153 A word about "the involved" us. ,,the dispassionate,, 154 9 > interviewing 155 The perils of people as sources 156 Types of interviews 157 Purpose I 57 Form 158 Preparing for the interview 159 Back grounding 159 Formulating questions 161 Mastering information collection techniques 163 The interview L64 Making contact 165 Setting the ground rules 165 Managing the dynamics 167 Learning to listen 170 Special problems 170 The silent interuieruee 170 The wandering interviewee 171 The evasive interviewee 171 The hostile interviewee 171 The well-rehearsed interviewee 172 The search 1.72 l0 > Trust, Truth and Thoughtful Assumptions I75 Collecting and evaluating evidence 1.76 Smoking and mortality 176 The Rashomon dilemma 178 Searching for detail and context 1.78 The case of the "neglected" aircraft 179 More special deliveries? 180 Conflict, bias and deception 182 §7 'Hen information gathering falls short 184 The search 185 11 | > Writing: Visions and Revisions 187 The search for a focus 188 The thesis 189 The outline 190 Detail and context 192 Discovering what's missing 193 A note on clarity and style 193 Appendix > Access and integrity 195 Letting the sun shine in 196 State public records laws 196 State open meetings laws 198 Federal laws of access 199 Using the FolA 202 Federal open meetings legislation 203 When information gathering becomes harmful203 Defamation 204 Invasion of privacy 204 Conversion 205 Breaking of confidences 205 Legal protections for the information gatherer An issue of fairness 207 Glossary of sources 209 One-stop basic references 209 General periodical indexes 210 Specialty indexes 211 Arts and humanities 21 1 Biography 213 Business and media 214 Law and ethics 216 Science 218 Social sciences 219 Government sources 221 Online databases 225 Index 231

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1. The mission of Leadership 2. The cultural challenges to Leadership 3. Leadership and quality of life 4. Vocational Leadership 5. Developing and Empowering Leaders 6. Organizational Leadership: Productivity and Prosperity 7. Public Leadership: Our Social Legacy 8. Leadership in the Change process 9. Strategic Leadership 10. Spirituality and Leadership

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Preface CHAPTER1. Amateur Service CHAPTER 2. Technician Class License Privileges CHAPTER 3. Getting Ready for the Examination CHAPTER 4. Taking the Technician Class Examination

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1è partie Principe de base de la parole en public 1. Comment acquérir les techniques de base 2. Comment dévélopper la confiance en soi 3. Un moyen rapide et facile pour bien parler en public Résumé de la 1è Partie 2è partie Discours, orateur, auditoire 4. Comment métier de prendre la parole 5. Animez votre exposé 6. Associer vos auditeurs à votre exposé Résumé de la 2è partie 3è partie INTERVENTIONS PREPAREES ET IMPROMPTUES 7. Comment faire exposé court pour inciter à l'action 8. Comment faire une présentation pour informer 9. Comment faire une exposé pour convaincre 10. Comment faire des interventions impromptues Résumé de 3è partie 4è PARTIE 11. Comment communiquer Résumé de 4è partie 5è PARTIE LE COMPORTEMENT FACE AU PUBLIC 12. Comment présenter des orateurs, comment offrir ou accepter des récompenses 13. Présentation d'un discours, d'un conférence 14. Comment mettre en pratique ce que vous avez appris Résumé de la 5è partie Remerciement

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CONTENTS CHAPTER 1 Foundations for Communication Competecy COMMUNICATION COMPETENCIES 2 Defining Communication 3 The Elements of Communication 3 The Characteristics of Communication 4 Human Communication : ASummary 6 The Components of Communication Competency 7 Knowledge 8 Skills 8 Motivation The Functions of Communication Competency The Qualities of Competent Communicators 13 Competent communicators Are apprppriate". , Competent communicators Are Effective 74 Competent communicators Are Adaptable 14 Competent communicators recognize Roadblocks to Effective Cômmunication 1'4 Competent communicators Recognize That Competency Is a Màtter of Degree 16 Competent communicators Are Ethical 16 You as a Communicator 17 COMMUNICATIONCOMPETENCYCHECKUP Note 18 For Further lnvestigation CHAPTER 2 Verbal Communication 19 COMMUNICATION COMPETENCIES The Importance of Verbal Communication Language and Meanine 22 Abstract ano C"oncrete SYmbols- 18 Denotion and Connotation Barriers to Successful Communication: Our Imperfect Language Polarization 29 , Indiscrimination 31 Fact-Inference Confusion Allness 34 Static Evaluation 34 Bypassing 35 Using Lânguage Effectively Unclearlanguage 36 Language that Affects Impressions 40 SCOMMUNICATION COMPETENCY CHECKUP Notes 46 For Further lnvestigation CHAPTER 3 Nonverbal Communication COMMTINICATION COMPETENCIES 48 Functions of Nonverbal Communication 49 Physical Appearance 51 Body shape Body image and Clothing and Other Artifacts 54 Face and Eyes 56 C ontexts of Interaction 59 PhÿsicalContext 59 Psychological Context 60 Touch 64 Uses of Touch 6s Expectations for Touch 66 Voice 68 Body Movements 72 Types of Body Movements Uses of Body Movements Nonverbal Clues to Deception Feeling = Behavior = Feeling 77 COMMUNICATION COMPETENCY CHECKUP Notes 79 For Further lnvestigation CHAPTE R 4 > Conceiving the Self COMMUNICATION COMPETENCIES 82 Who You Are: Your Self-Concept 83 The Person You Are 84 The Person You Wish You Were 93 The Person You Present to Others 94 How You Feel about Yourself: Your Self-Esteem Improving Your Self-Esteem 99 COMMUNICATION COMPETENCY CHECKUP Notes 104 For Further lnvestigation CHAPTER 5 > The Self and Others COMMUNICATION COMPETENCIES Perception 107 SelectivePerception 107 Selective Organization 108 Selectivelnterpretâtion 111 Thé Self-Fulfilling Prophecy 113 Increasing Perceptual Accuracy 774 StretchYourself 774 RemainOpen-Minded 117 Increase Empathy 118 Stress and Communitation 720 Commiinication Indicators of Stress Communication Anxiety 1,22 Commrtnication Anxiety and You Causes of Communication Anxiety 106 The Effects of Communication Anxiety Dealing with Communication Anxiety COMMUNICATION COMPETENCY CHECKUP Notes 128 For Further lnvestigation CHAPTER 6 Effective Listening COMMUNICATIONCOIVTPETENCIES 130 Investigating Your Listening Patterns 131 What Is Listening? 133 The Stages of Listening 133 " The Levels of Listening 1.94 The Reasons for Listening 1g6 Barriers to Effective Listening 1.37 Nonlistening Cues 138 Making tistening Work for You 142 Focusing Attention 142 Organizing Material 144 Providing Feedback 146 Developing Empathic Listening Skills 147 Empathic Response Style 150 Recommendation Response Style 150 Asking for Information Response Stÿle Critical Response Style COMMLINICATION COMPETENCY CHECKUP Nofes 153 For Further lnvestigation 1S3 CHAPTER 7 I Interpersonal Processes COMMUNICATIONCOMPETENCIES 154 Dimensions of ttelâtionship Processes 1S4 The Framework for Interaction 1,ST Goals 157 Structure 1SB Rules 764 Qualities and Resources of Relationships 766 Commitment 166 Intimacy 1,68 Respurces 169 COMMI.INICATION COMPETENCY CHECKUP Nofes 771, For Further Investigation CHAPTER 8 ) Interpersonal Relationships discord, COMMUNICATION COMPETENCIES 172 Relational Development: Beginning, Maintaining, and Ending Relationships 1,73 Beginning a Relationship -1,73 Maintaining a Relationship 180 Ending a Relationship 190 IncreasingRelationalSatisfaction 1,92 COMMLINICATIONCOMPETENCYCHECKUP 1.93 Notes 194 For Further lnvestigation 1,95 CHAPTER 9 ) Managing Relationship Discord COMMUNICATIONCOMPETENCIES 196 Conflict and Conflict Situations 197 A Definition of Conflict 198 Perceptions of Conflict 200 Family 207 Educational Institutions 202 Television 202 Consequences of Conflict 202 Effects on Work 203 Effects on Relationships 203 Personal Effects 204 Approaches to Conflict 205 Conflict Strategies 205 Conflict Styles 211 ManagingRelationship Discord 21.8 Win-Lose Conflict Management 219 Lose-Lose Conflict Management 220 Usual Outcomes of Win-Lose and Lose-Lose Conflicts Win-Win Conflict Management 221 Assessing Conflict Processes and Outcomes 224 CO\TMUNICATIONCOMPETENCYCHECKUP 227- Notes Further Investigation CHAPTER 10 Communicntion in Small Groups COMMUNICATION COMPETENCIES 230 The Importance of Small Groups 231, What Is a Small Group? 232 Why Do You join Specific Groups? 233 Sources of Attraction 233 High Attraction 236 Group Development 237 The Orientation Phase 237 The Conflict Phase 238 The Balance, or High Work, Phase 239 The Disintegration Phase 239 Group Problem Solving 241 Preconditions for Problem Solving 241 Steps in the Problem-Solving Process 243 \ Overcoming Obstacles to Effective Problem Solving 250 COMMUNICATION COMPETENCY CHECKUP Notes 256 For Further lnvestigation 257 CHAPTER 11 lnfluence and Participation in Small Groups COMMUNICATION COMPETENCIES 258 Norms and Conformity 259 Group Roles 261, How Roles Are Determined 261, Specific Roles 265 Problems with Roles 269 Power and the Potential for Leadership 270 Power Bases 272 Choosing Your Power Base 276 Leadership 277 255 Approaches to Leadership COMMUNICATION COMPETENCY CHECKUP 285 Notes 285 For Further Investigation CHAPTER 12 Public Speaking: The Ground work COMMUNICATION COMPETENCIES 288 Public SPeaking and You 289 The Five-Process for Speeches 289 The Benefits of Learning and Public Speaking 291' Gathering Information: Assessing the Situation 292 Assessing Yourself 292 Assessing the Audience 295 Assessing the Setting 300 Usingthelnformation:Selecting aTopic and Developinga Purpose Selecting a ToPic 301 Narrowing Your ToPic 303 Developing a Statement of Purpose 304 COMMUNICATIONCOMPETENCYCHECKUP 308 Notes 309 For Further lnvestigation 309 CHAPTER 13 P ublic Speaking: Information Strategies COMMUNICATIONCOMPETENCIES 310 Prepreparation 311 Audience-Centered and Speech-Centered Communications Informational SuPPort 31'2 Speaker eredibility 313 ' Logical APPeals 318 Emotional APPeals 323 Resources for Logical and Emotional Appeals 326- Conducting Interviews 326 LibraryResources 328 Ethics and Public SPeaking 330 COMMUNICATIONCOMPETENCYCHECKUP 332 For Further lnvestigation 333 CHAPTER 14 Public Speaking: Developing the Speech COMMUNICATION COMPETENCIES The Parts of a speech Gaining the Audience's Attention 336 Tell a Joke 337 Tell a StorY 337 Pose a Question 337 Give a Highly Dramatic Piece of Information 338 Use a Quote 338 Make a Reference to the Occasion or the Audience 338 Providing Necessary Background 339 Stating Your PurPose 340 Discussing Your Information 34'l TopicalArrangement 341' Sequence Arrangement 341 Spatial Arrangement 342 Causal Arrangement 342 Problem-Solution Arrangement 343 Comparison and/or Contrast Arrangements 3M Summarizing Your Information 346 Driving Home Your Point 348 Analyzing a Model SPeech 349 sËIf_«nowteâge and student Mental Health: A Case for Both COMMUNICATIONCOMPETENCYCHECKUP 356 Note 356 For Further lnvestigation 357 CHAPTER 1 5 > Public Speaking: Methods of Presentation COMMUNICATION COMPETENCIES 358 How Do You PrePare? 359 To Prepare or Not to PrePare 359 The ImPromPtu SPeech 360 The ExtemPoraneous SPeech 362 The ManuscriPt SPeech 367 ', GuidePosts for the Audience " 369 AuxiliaryMaterials 371 Types of AuxiliarY Materials 371 Gïidelines for Selecting Auxiliary Materials Managing the SPeaking Event 377 Before the SPeech 377 After the SPeech 378 COMMUNICATION COMPETENCY CHECKUP Note 381 For Further lnvestigation CHAPTER 16 Public Speaking: Presenting the Speech COMMUNICATION COMPETENCIES 382 Speechophobia 383 Dealing PrêParation 385 with SpeechoPhobia Delivery 388 Vetbal Presentation 389 Non verbal Presentation 392 Post performance Evaluation 394 384 COMMUNICATION COMPETENCY CHECKUP Notes 397 Eor Further lnvestigation 397 GLOSSARY 398 ,: 396 .l INDEX

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Chapter 1: A FIRST LOOK Outline Vocabulary Terms Evaluating Your Communication Competence Identifying Your Relational Messages Interpersonal and Impersonal Communication Checklist for Oral Skill – Identifying Personal Communication Needs Identifying Content and Relational Messages Checklist for Oral Skill – Identifying Content and Relational Messages A FIRST LOOK Communication Skills Inventory Recognizing Relational Messages CHAPTER 2 THE SELF-CONCEPT: KEY TO COMMUNICATION Outline Vocabulary Terms Using the Communication Model to Identify and Overcome Barriers Expanding Your Communication Effectiveness Who Do You Think You Are? Uppers and Downers Self-Concept Inventory Perceived and Presenting Selves Acknowledging Your Strengths Reevaluating Your Can'ts? Your Self-Fulfilling Prophecies Guarding Against Perceptual Errors CHAPTER 3 PERCEPTION: WHAT YOU SEE IS WHAT YOU GET Oral Skill - Communicating Positive Self-Concepts Checklist for Oral Skill – Communicating Positive Self-Concepts Physiology and Perception Culture and Perception Examining Your Interpretations Perception Checking Practice Applying Perception Checking Perception Checking Diary Oral Skill– Perception Checking Checklist for Oral Skill – Perception Checking Shifting Perspectives (Pillow Method) Checklist for Oral Skill – Pillow Method Outline Vocabulary Terms Outline Vocabulary Terms 108 CHAPTER 5 LANGUAGE: WORDS, THINGS, AND PEOPLE The Components of Emotion Find the Feelings Distinguishing and Labeling Emotions Stating Emotions Effectively Recognizing Your Emotions Disputing Irrational Thoughts Expressing Facilitative Emotions Checklist for Oral Skill – Expressing Facilitative Emotions Outline Vocabulary Terms Describing Nonverbal States Identifying Troublesome Language Check Your Abstractions Conjugating Irregular Verbs Behavioral Descriptions Operational Definitions Facts and Inferences Nonverbal Complaints Nonverbal How-To's Nonverbal Interview Congruent Messages Nonverbal Self-Monitoring Using Lower-Level Abstractions Defining Problems and Goals Behaviorally Practicing “T" Language Checklist for Oral Skill – Using "T" Language Oral Skill Check - Speaking in Low Level Abstractions Checklist for Oral Skill– Speaking in Low Level Abstractions CHAPTER 6 NONVERBAL COMMUNICATION: MESSAGES WITHOUT WORDS Observing Nonverbal Behavior Nonverbal Communication in the Media Checking Your Nonverbal Interpretations Nonverbal Functions Oral Skill – Observing Congruent/Incongruent Behavior Checklist for Oral Skill – Congruent/Incongruent Behavior Outline Vocabulary Terms Identifying Informational Paraphrasing Responses Paraphrasing Practice Listening for Feelings Identifying Paraphrasing for Problem Solving Responses to Problems Problem Solving Paraphrasing Listening Diary Styles of Helping Diary Oral Skill-Paraphrasing Information Checklist for Oral Skill - Paraphrasing Information Oral Skill – Paraphrasing for Problem Solving Checklist for Oral Skill – Paraphrasing for Problem Solving Outline Reasons for Nondisclosure Degrees of Self-Disclosure Defining Stages in Relationships Self-Disclosure Diary Breadth and Depth of Relationships Alternatives to Self-Disclosure Vocabulary Terms CHAPTER 8 INTIMACY AND DISTANCE IN RELATIONSHIPS Outline Vocabulary Terms Understanding Conflict Styles Writing Clear Messages Building Clear Messages Identifying Clear Message Elements Checklist for Oral Skill – Building Clear Messages Your Conflict Styles 10.7 Analyzing Your Needs Win-Win Problem Solving Oral Skill – Conflict Resolution Dyads Checklist for Oral Skill – Conflict Resolution Dyads Attraction Variables CHAPTER 9 IMPROVING COMMUNICATION CLIMATES Communication Climate Interview Understanding Your Defensive Responses Journal of Gibb Categories Defensive and Supportive Language Checklist for Oral Skill – Supportive Language Evaluation Coping with Typical Criticism Oral Skill – Illustrating Appropriate Self-Disclosure Checklist for Oral Skill– Illustrating Appropriate Self-Disclosure Checklist for Oral Skill – Coping with Typical Criticism

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Chapter 1: A FIRST LOOK Outline Vocabulary Terms Evaluating Your Communication Competence Identifying Your Relational Messages Interpersonal and Impersonal Communication Checklist for Oral Skill – Identifying Personal Communication Needs Identifying Content and Relational Messages Checklist for Oral Skill – Identifying Content and Relational Messages A FIRST LOOK Communication Skills Inventory Recognizing Relational Messages CHAPTER 2 THE SELF-CONCEPT: KEY TO COMMUNICATION Outline Vocabulary Terms Using the Communication Model to Identify and Overcome Barriers Expanding Your Communication Effectiveness Who Do You Think You Are? Uppers and Downers Self-Concept Inventory Perceived and Presenting Selves Acknowledging Your Strengths Reevaluating Your Can'ts? Your Self-Fulfilling Prophecies Guarding Against Perceptual Errors CHAPTER 3 PERCEPTION: WHAT YOU SEE IS WHAT YOU GET Oral Skill - Communicating Positive Self-Concepts Checklist for Oral Skill – Communicating Positive Self-Concepts Physiology and Perception Culture and Perception Examining Your Interpretations Perception Checking Practice Applying Perception Checking Perception Checking Diary Oral Skill– Perception Checking Checklist for Oral Skill – Perception Checking Shifting Perspectives (Pillow Method) Checklist for Oral Skill – Pillow Method Outline Vocabulary Terms Outline Vocabulary Terms 108 CHAPTER 5 LANGUAGE: WORDS, THINGS, AND PEOPLE The Components of Emotion Find the Feelings Distinguishing and Labeling Emotions Stating Emotions Effectively Recognizing Your Emotions Disputing Irrational Thoughts Expressing Facilitative Emotions Checklist for Oral Skill – Expressing Facilitative Emotions Outline Vocabulary Terms Describing Nonverbal States Identifying Troublesome Language Check Your Abstractions Conjugating Irregular Verbs Behavioral Descriptions Operational Definitions Facts and Inferences Nonverbal Complaints Nonverbal How-To's Nonverbal Interview Congruent Messages Nonverbal Self-Monitoring Using Lower-Level Abstractions Defining Problems and Goals Behaviorally Practicing “T" Language Checklist for Oral Skill – Using "T" Language Oral Skill Check - Speaking in Low Level Abstractions Checklist for Oral Skill– Speaking in Low Level Abstractions CHAPTER 6 NONVERBAL COMMUNICATION: MESSAGES WITHOUT WORDS Observing Nonverbal Behavior Nonverbal Communication in the Media Checking Your Nonverbal Interpretations Nonverbal Functions Oral Skill – Observing Congruent/Incongruent Behavior Checklist for Oral Skill – Congruent/Incongruent Behavior Outline Vocabulary Terms Identifying Informational Paraphrasing Responses Paraphrasing Practice Listening for Feelings Identifying Paraphrasing for Problem Solving Responses to Problems Problem Solving Paraphrasing Listening Diary Styles of Helping Diary Oral Skill-Paraphrasing Information Checklist for Oral Skill - Paraphrasing Information Oral Skill – Paraphrasing for Problem Solving Checklist for Oral Skill – Paraphrasing for Problem Solving Outline Reasons for Nondisclosure Degrees of Self-Disclosure Defining Stages in Relationships Self-Disclosure Diary Breadth and Depth of Relationships Alternatives to Self-Disclosure Vocabulary Terms CHAPTER 8 INTIMACY AND DISTANCE IN RELATIONSHIPS Outline Vocabulary Terms Understanding Conflict Styles Writing Clear Messages Building Clear Messages Identifying Clear Message Elements Checklist for Oral Skill – Building Clear Messages Your Conflict Styles 10.7 Analyzing Your Needs Win-Win Problem Solving Oral Skill – Conflict Resolution Dyads Checklist for Oral Skill – Conflict Resolution Dyads Attraction Variables CHAPTER 9 IMPROVING COMMUNICATION CLIMATES Communication Climate Interview Understanding Your Defensive Responses Journal of Gibb Categories Defensive and Supportive Language Checklist for Oral Skill – Supportive Language Evaluation Coping with Typical Criticism Oral Skill – Illustrating Appropriate Self-Disclosure Checklist for Oral Skill– Illustrating Appropriate Self-Disclosure Checklist for Oral Skill – Coping with Typical Criticism

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1 The All-Consuming Century: The Making of the American Emporium 2 The Great Cola Wars: Coke vs. Pepsi 3 Putting America on Wheels: Ford vs. General Motors 4 Stocking America's Pantries: The Rise and Fall of A&P 5 Bringing the Mass Market Home: Sears, Montgomery Ward, and Their Newer Rivals 6 Secrets of Success: Modern Marketing in Historical Perspective Appendix A: A Comparison of Chain and Independent Grocery Operations Appendix B: Excerpts from Michael J. Cullen's Letter to the President of Kroger, 1930 NOTES BIBLIOGRAPHY INDEX

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1 The All-Consuming Century: The Making of the American Emporium 2 The Great Cola Wars: Coke vs. Pepsi 3 Putting America on Wheels: Ford vs. General Motors 4 Stocking America's Pantries: The Rise and Fall of A&P 5 Bringing the Mass Market Home: Sears, Montgomery Ward, and Their Newer Rivals 6 Secrets of Success: Modern Marketing in Historical Perspective Appendix A: A Comparison of Chain and Independent Grocery Operations Appendix B: Excerpts from Michael J. Cullen's Letter to the President of Kroger, 1930 NOTES BIBLIOGRAPHY INDEX

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1 The All-Consuming Century: The Making of the American Emporium 2 The Great Cola Wars: Coke vs. Pepsi 3 Putting America on Wheels: Ford vs. General Motors 4 Stocking America's Pantries: The Rise and Fall of A&P 5 Bringing the Mass Market Home: Sears, Montgomery Ward, and Their Newer Rivals 6 Secrets of Success: Modern Marketing in Historical Perspective Appendix A: A Comparison of Chain and Independent Grocery Operations Appendix B: Excerpts from Michael J. Cullen's Letter to the President of Kroger, 1930 NOTES BIBLIOGRAPHY INDEX

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CHAPTER 1 Foundations for Communication Competency OMMUNICATION COMPETENCIES Defining Communication The Elements of Communication The Characteristics of Communication Human Communication: A Summary The Components of Communication Competency Knowledge Skills Motivation The Functions of Communication Competency The Qualities of Competent Communicators Competent Communicators Are Appropriate Competent Communicators Are Effective Competent Communicators Are Adaptable Competent Communicators Recognize Roadblocks to Effective Communication 14 Competent Communicators Recognize That Competency Is Matter of Degree 16 Competent Communicators Are Ethical 16 You as a Communicator 17 COMMUNICATION COMPETENCY CHECKUP Note 18 For Further Investigation CHAPTER 2 COMMUNICATION COMPETENCIES The Importance of Verbal Communication Language and Mean Abstract and Concrete Symbols denotion and Connotation barriers to Successful Communication: Our Imperfect Language Polarization Indiscrimination Fact-Inference Confusion Allness 34 Static Evaluation Bypassing Using Language Effectively Unclear Language Language that Affects Impressions COMMUNICATION COMPETENCY CHECKUP Notes For Further lnvestigation CHAPTER 3 Nonverbal Communication COMMUNICATION COMPETENCIES Functions of Nonverbal Communication Physical Appearance Body Shape Body Image Clothing and Other Artifacts Face and Eyes Contexts of Interaction Touch Physical Context Psychological Context Uses of Touch Expectations for Touch Voice Body Movements Types of Body Movements Uses of Body Movements Nonverbal Clues to Deception Feeling = Behavior = Feelin COMMUNICATION COMPETENCY CHECKUP Notes 79 For Further Investigation CHAPTER 4 Conceiving the Self COMMUNICATION COMPETENCIES Who You Are: Your Self-Concept The Person You Are The Person You Wish You Were The Person You Present to Others How You Feel about Yourself: Your Self-Esteem Improving Your Self-Esteem COMMUNICATION COMPETENCY CHECKUP Notes For Further Investigation CHAPTER 5 The Self and Others COMMUNICATION COMPETENCIES Perception Selective Perception Selective Organization Selective Interpretation The Self-Fulfilling Prophecy Increasing Perceptual Accuracy Stretch Yourself Remain Open-Minded Increase Empathy Stress and Communication Communication Indicators of Stress Communication Anxiety Communication Anxiety and You Causes of Communication Anxiety The Effects of Communication Anxiety Dealing with Communication Anxiety COMMUNICATION COMPETENCY CHECKUP Notes For Further Investigation CHAPTER 6 ► Effective Listening COMMUNICATION COMPETENCIES Investigating Your Listening Patterns What Is Listening? The Stages of Listening The Levels of Listening The Reasons for Listening Barriers to Effective Listening Nonlistening Cues Making Listening Work for You Focusing Attention Organizing Material Providing Feedback Developing Empathic Listening Skills Empathic Response Style Recommendation Response Style Asking for Information Response Style Critical Response Style COMMUNICATION COMPETENCY CHECKUP Notes For Further Investigation CHAPTER 7 Interpersonal Processes COMMUNICATION COMPETENCIES Dimensions of Relationship Processes The Framework for Interaction Goals Structure Rules Qualities and Resources of Relationships Commitment Intimacy Resources COMMUNICATION COMPETENCY CHECKUP Notes For Further Investigation CHAPTER 8 ► Interpersonal Relationships COMMUNICATION COMPETENCIES Relational Development: Beginning, Maintaining, and Ending Relationships Beginning a Relationship Maintaining a Relationship Ending a Relationship Increasing Relational Satisfaction COMMUNICATION COMPETENCY CHECKUP Notes For Further Investigation CHAPTER 9 ► Managing Relationship Discord COMMUNICATION COMPETENCIES Conflict and Conflict Situations A Definition of Conflict Perceptions of Conflict Family Educational Institutions Television Consequences of Conflict Effects on Work Effects on Relationships Personal Effects Approaches to Conflict Conflict Strategies Conflict Styles Managing Relationship Discord Win-Lose Conflict Management Lose-Lose Conflict Management Usual Outcomes of Win-LOse and Lose-Lose Conflicts Win-Win Conflict Management Assessing Conflict Processes and Outcomes COMMUNICATION COMPETENCY CHECKUP Notes For Further Investigation CHAPTER 10 ► Communication in Small Groups COMMUNICATION COMPETENCIES The Importance of Small Groups What Is a Small Group? Why Do You Join Specific Groups? Sources of Attraction High Attraction Group Development The Orientation Phase The Conflict Phase The Balance, or High Work, Phase The Disintegration Phase Group Problem Solving Preconditions for Problem Solving Steps in the Problem-Solving Process Overcoming Obstacles to Effective Solving Problem COMMUNICATION COMPETENCY CHECKUP Notes For Further Investigation CHAPTER 11 Influence and Participation in Small Groups COMMUNICATION COMPETENCIES Norms and Conformity Group Roles How Roles Are Determined Specific Roles Problems with Roles Power and the Potential for Leadership Power Bases Choosing Your Power Base Leadership Approaches to Leadership COMMUNICATION COMPETENCY CHECKUP Notes For Further Investigation CHAPTER 12 Public Speaking: The Groundwork COMMUNICATION COMPETENCIES Public Speaking and You The Five-P Process for Speeches The Benefits of Learning Public Speaking Gathering Information: Assessing the Situation Assessing Yourself Assessing the Audience Assessing the Setting Using the Information: Selecting a Topic and Developing a Selecting a Topic Narrowing Your Topic Developing a Statement of Purpose COMMUNICATION COMPETENCY CHECKUP Note For Further Investigation CHAPTER 13 Public Speaking: Informnation Strategies COMMUNICATION COMPETENCIES Purpose Prepreparation Audience-Centered and Speech-Centered Communications Informational Support Speaker Credibility Logical Appeals Emotional Appeals Resources for Logical and Emotional Conducting Interviews Library Resources Ethics and Public Speaking COMMUNICATION COMPETENCY CHECKUP For Further Investigation CHAPTER 14 Public Speaking: Developing the Speech COMMUNICATION COMPETENCIES The Parts of a Speech

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1è partie Principe de base de la parole en public 1. Comment acquérir les techniques de base 2. Comment dévélopper la confiance en soi 3. Un moyen rapide et facile pour bien parler en public Résumé de la 1è Partie 2è partie Discours, orateur, auditoire 4. Comment métier de prendre la parole 5. Animez votre exposé 6. Associer vos auditeurs à votre exposé Résumé de la 2è partie 3è partie INTERVENTIONS PREPAREES ET IMPROMPTUES 7. Comment faire exposé court pour inciter à l'action 8. Comment faire une présentation pour informer 9. Comment faire une exposé pour convaincre 10. Comment faire des interventions impromptues Résumé de 3è partie 4è PARTIE 11. Comment communiquer Résumé de 4è partie 5è PARTIE LE COMPORTEMENT FACE AU PUBLIC 12. Comment présenter des orateurs, comment offrir ou accepter des récompenses 13. Présentation d'un discours, d'un conférence 14. Comment mettre en pratique ce que vous avez appris Résumé de la 5è partie Remerciement

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PRINCIPE DE BASE DE LA PAROLE EN PUBLIC 1. Comment acquérir les techniques de base 2. Comment développer la confiance en soi 3. Un moyen rapide et facile pour bien parler en public 2è partie DISCOURS, ORATEUR, AUDITOIRE 4. Comment mériter de prendre la parole 5. Animez votre exposé 6. Associer vos auditeurs à votre exposé Résumer de 2è partie 3è PARTIE INTERVENTIONS PREPAREES ET IMPROMPTUES 7. Comment faire un exposé court inciter à l'action 8. Comment faire une présentation pour informer 9. Comment faire une exposé pour convaincre 10. Comment faire des interventions impromptues Résumé de 3è partie 4è PARTIE 11. Comment communiquer Résumé de 4è partie 5è PARTIE LE COMPORTEMENT FACE AU PUBLIC 12. Comment présenter des orateurs, comment offrir ou accepter des récompenses 13. Présentation d'un discours, d'un conférence 14. Comment mettre en pratique ce que vous avez appris Résumé de la 5è partie Remerciement

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PARTI Overview Chapter One Understanding the Mass Media Industries 2 Roles, Rights and Responsibilities: Whom Should the Media Serve? Ray Newton An Introduction to Mass Communication, Jay Black and Frederick C. Whitney Trivializing America: Entertainment, Norman Corwin A Coming of Age: Sea Changes for the Mass Media, Everette E. Dennis For Further Reading PART II Media Industries Chapter Two The Newspaper Industry Miami, It's Murder, Edna Buchanan Tabloid Circulation Falls as the Rude Replaces the Lewd, Jon Nord heimer Owning Your - Own Weekly, Bill Bisbopow (and Why) One Small Daily Hired Five Minority Journalists in Just SIX Months, Mike l HeIgel 3g Publishers/General Managers on A U.S. Daily and Sunday Newspapers by Gendler Reporter-Start Rates Average $378 U.S. $472 Canada For Further Reading The Magazine industry Chapter Three Paul Conrad's Work Uses Dramatic Images and Packs a Wallop, Elleen White Understanding Magazines, Shirley Biagi When Frank Sinatra Had a Cold, Gay Talese For Further Reading The Radio Industry Magazine Cover Roulette, Mary W Quigley Chapter Four Readership Figures for Periodicals Stir Debate in Publishing Industry, Joanne Lipman Radio Romance, Jhon Updike The War of the Worlds, Orson Welles, Mr. Welles and Mass Delusion, Dorot by Thompson For Further Reading The Sultan of 'Sportstalk,' Frederick C. Klein Chapter Five: Yuppie Radio: New Age Makes WAVE, Robert Goldberg 76 The Television Industry Radio Daze: Tuning Out the News, Jhon Mutawalli Radio's Unique Ability to Target and Deliver Specific Audience Segme Charles D. Peebler How Network Viewership Declined The Great Ratings Flap, Charles Fountain VIs Going Tabloid as Shows Seek Sleaze and Find Profts, Two, Dennis Kneale Chapter Six The Color of Laughter, David Ebrenstein For Further Reading The Movie Industry As Milestones Fall, Cable Carries Weight, Len Strazeuwski Now Playing: The New Hollywood, Aljean Harmetz Color Bars: A Panel Discussion Chapter Seven George Lucas Hollywood Weekend: Word-Working Time, David T Friendly The Recording Industry 126 The Beginning of the Battle to Preserve Our Humanity, The Creation of Art Is Not a Democratic Process, Steven Spielberg For Further Reading Music Is Alive with the Sound of High Tech, Terri Thompson, Carlo Wolf, and Dan Cook Chapter Eight Records Growing Again . .. . But Fewer Bright Spots A New and Awful Silence, Bernard Holland The Beat Goes On, But It Costs Lots More, William K. Knoedelseder Jr For Further Reading The Book Publishing Industry Hype House, Gerri Hirsbey The Wages of Writing, Paul William Kingston and Jonathan R. Cole For Further Reading The Art of Serious Fiction, Milan Kundera 'Ever Et Raw Meat?' and Other Weird Questions, Stepben King PART iI Advertising Suppori Industries Chapter Nine 152 Where the Money Goes, Alex Ben Block Single-Source Ad Research Heralds Detailed Look at Household HabitS, Joanne Lipman For Further Reading Chapter Ten PART IV Public Relations P'sychological Appeal in TV Ads Found Effective, Kim Foltz Smart Move: Caps, Gowns, Chicks, Debbie Seaman Marketing to Hispanics, Ed Fitch For Further Reading PR What Is It?, Doug Newsom and Alan Scott Father of PR Analyzes Its History, Edward L. Bernays Chapter Eleven How Political Public Relations Shapes the News, Jeff Blyskal and Marie Blyskal Hail to the Image, Steven W. Colford Issues and Bfects Public Relations: How to Make the Best Use of Contacts with Editors and Reporters, Frederick D. Buchstein Ownership and News Gathering Citizens Rich, William P Barrett Who Makes What?, Robert Pack Can Elephants Learn to Waltz?, Merrill Brown Let's Look Much Harder at Mergers, Iruin Karp How Politicians and the Press Interrelate, Mario M. CtuomO The Question Hart Asked For, Pul Tiuylor AlDS Coverage: A Mirror of Society, Ron Dorfman Chapter Twelve Media Effects For Further Reading We Don't Needa Scandal to Make Religion an Important News Beat, RichardA Oppel Is television Shortening Our Attention Span?, Robert MacNeil Don't Blame TV, Jeff Greenfield 233 Money and Class in America, Leiwis H. Lapbam Making Sense of Sex Stereo types in Advertising, Karlene Ferrante Chapter Thirteen All It Takes to Be a Hero Today Is Fame, Bob Greene Coming Out Stories: The Creation of Lesbian Images on Prime Time TV, Marguerite J. Moritz For Further Reading Legal and Regulato ry Issues A Conversation with Sam Donaldson About the Media and Politics, Sbirley Biagi The Thinning American Skin, Rodney A. Smnolla N. Frank Wiggins Censoring Student Papers May Teach a Lesson That Will Return to Haunt the Mainstream Press, Richard M. Schmidt Jr and The Awkward Embrace, Frank Beaver Dirge of Lamentation' Is Unnecessary, Ivan B. Gluckman Aladdin's Lamp Goes Dark, Jane Hall Indecency: Radio's Sound, FCC's Fury For Further Reading When It Comes to Drugs, Beware the Censor's Fix, David E Musto Chapter Fourteen Ethical Practices Searching for the Context, obn Hulteng February 1938: Fanning the Flames of Bigotry, Dan Magil The Shocking Pictures of Sage, Don Fry on from the Prving Camera, Ellen Goodman Media Held Hostage by Its Own News, Howard Rosenberg IWelve Ethical Dilemmas: What Would You Do? Industry Ethics Are Alive, Says Advertising Age For Further Reading PART V Chapter Fifteen Doadcast News Ethics and the PANDA's Code of Ethics : Perceptions of Local Television News Directors, A. 7im Wulfemeyer and Lori L. McFadden 307 International Media World Media Systems World Media, L.Jobn Martin Chapter Sixteen: Beyond the American Screen, Adam Snyder Top Ad Spenders Around the Globe The Latest U.S. Media Giant Isn't Even American, Richard C. Morais World Media Issues Ministry of Culture, the USA, and the Free Marketplace of Ideas," George Gerbner East Europe on Cultural Fast Forward, Jackson Diebl Why Has the U.S. Media Spotlight Turned Away from South Africa?, Trevor Brown

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An Important Message to Students An Important Message to Instructors. Summary of Contents. Analysis of Communication Opportunities. Step by Step Analysis. An Example Situation. Remember Written Communications for the Engineer. Memos and Notes. Business Letters. Proposals. Technical Reports. Technical Articles. Resumes Grammar and Punctuation: Error Messages - Written Communications. References for Written Communications. Oral Communication for the Engineer. Conversation. A Short Guide Using the Telephone. Meetings Oral Technical Presentations Error Messages - Oral Presentations References for Oral Communications .. Graphic Communications Lettering and Printing Sketching Scaled Drawings Tables, Charts, and Graphs Computer Graphics Photography Photocopying Visual Aids References for Graphic Communications

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PART ONE Relating theory to media practice PART TWO Selected theories and hypotheses PART THREE Some research methods in communication theory

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Foreword EDWARD C. STEPHENS Preface FRANK STANTON and NORMAN E. ISAACS Acknowledgments PART I Communications Research in the Past, Present, and Future Whence We Came Discovering the History of Mass Communication Research, EVERETTE E. DENNIS Mass Communication Research Problems and Promises, DAVID H. WEAVER Where Is Mass Communication Research Going, FREDERICK T. C. PART II A Professional and Academic Dialogue Challenges to Communications Research in the Age of Information NANCY WEATHERLY SHARP PART III Perspectives on Communications Research The Four Domains of Communications Research, GEORGE COMSTOCK Communications Research: Coping with a Fuzzy Identity, BENJAMIN M. COMPAINE Are We Saying Precisely Nothing? JOHN D. STEVENS On the Impracticality of Applied Research, PHLIP MEYER Headlong into the Future toward the Blue Sky of Information, Technology with Both Eyes Open, OsCAR H. GANDY, JR. Nudging Communications Research into the Age of Information, JOHN P ROBINSON Research As an Academic Necessity, STEVEN H. CHAFFEE Research Priorities in the Academic World, MELVIN L. DE FLEUR Why Research Manuscripts Are Rejected, ALEXIS S. TAN Research: A View from Medill, MARGARET T. GORDON Organizing and Planning for Research, ED MULLINS The Uncertain Connection between Academia and Newspapers, ALBERT E. GoLLIN Why Aren't the Practitioners Interested? MARK R. LEvY Do We Have a Research Future Together? It Sure Hasnt Been Mucb of a Past ALEX S. EDELSTEIN The Fault Is in Ourselves, BRIAN WINSTON Mass Communication Researchers and Massive Obfuscation, GERALD STONE A Lesson We Teach about Research, GUIDO H. STEMPEL III Communication Research and the Practice of Journalism, ARNOLD H. Is MACH The Practitioners Are Interested ... But They Are Not Journalists, SHARON DUNWOODY Transmitting the Data to the Professional A Canadian Experience, PETER DESBARATS