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Interpersonal Communication Skills in Workplace (159 pages) - Book

Item#: AMA179BB  Language: English
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Interpersonal Communication Skills in the Workplace, Second Edition

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Interpersonal Communication Skills in Workplace


  • Perry McIntosh, Richard A. Luecke


  • 2008

Key Features

159-pabe book
Credit: 1.0 CEUs
Testing Format: multiple choice
Your Price: $139.00
ISBN: 9780761214755
Format: Book

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Product Description

Listening, conversation and nonverbal strategies for enhanced communication skills. "Interpersonal Communication Skills in the Workplace, Second Edition" covers the basic communication theory as it applies to the workplace, plus “real-life” scenarios that demonstrate the use of effective interpersonal communication.

Employees will improve their skills in active listening, giving and receiving criticism, dealing with different personalities and using body language to reinforce the message in "Interpersonal Communication Skills in the Workplace, Second Edition."

Table of Contents

About This Course

How to Take This Course



1. The Importance of Effective Communication 1

What Is Effective Interpersonal Communication?

Why Communication Is Important

Communications Skills are Good for Your Career

Damage Done by Poor Communications

Lost Time and Effort

Tension in Workplace Relationships

Missed Business Opportunities

Three Factors that Contribute to Poor Communication


Time Pressure

Interpersonal Conflict


Review Questions

2. Communicating in the New Workplace 13

Welcome to the ‘New’ Workplace

Three New Workplace Characteristics

New Communication Challenges—and Their Solutions

Solving the Any Place, Any Time Communication Challenge

Telephones and Phone Conferencing

Web Conferencing

Video Conferencing


Collaboration Software


Making the Most of E-Mail

Tip 1: Put Power in Your Subject Line

Tip 2: Use One Message per E-Mail

Tip 3: Always Proofread Outgoing Messages

Tip 4: Be Wary of What You Write

Tip 5: Be Selective in Completing the “To” Line

Tip 6: Use Wireless Communication Devices Carefully

Tip 7: Use Instant Message for Quick Informational Exchanges

Tip 8: Know Your Company’s E-Mail Policies and Abide by Them


Review Questions

3. Barriers to Communication—and How to Overcome Them 29

What Are Communication Barriers?

Framing Problems

Frame It Yourself


Physical Distance

Communication Decreases with Physical Separation

Tackling the Distance Barrier

Group Size and Status Differences

Internal Conflict

Tip 1: Know Yourself

Tip 2: Identify the Emotion

Tip 3: Gain Control

Tip 4: Force Yourself to Listen



Language Issues

Vagueness and Verbosity


Language Differences


Review Questions

4. Communicating with Different Personality Types 49

Personality Differences





Personality Types and Communication Issues

Communicating with Extraverts and Introverts

Communicating with Sensing and iNtuitive Types

Communicating with Thinking and Feeling Coworkers

Communication Between Judging and Perceiving People

General Guidelines to Follow




Speak the Right Language

Don’t Pigeonhole People


Review Questions

5. Verbal Communication 63

Communication Has Many Dimensions

Beyond the Words

How Voice Volume and Tone Affect What You Say

Where’s the Volume Control?

Bad Habits to Avoid

Talking Down to Coworkers

Talking Up to Coworkers


Good Verbal Habits to Cultivate

Be Concise

Be Definite

Check for Understanding

Three Steps to More Effective Verbal Communication

Step 1: Identify the Goals of the Interaction

Step 2: Know Your Audience

Step 3: Choose an Appropriate Method


Review Questions

6. Nonverbal Communication 75

A Powerful but Unspoken Language

Guidelines for Effective Nonverbal Communication

Tip 1: Be Professional

Tip 2: Be Yourself

Tip 3: Be Flexible

Self-Assessment and Improvement in Four Key Categories


Body Posture and Position

Facial Expressions

Eye Contact

Aligning Verbal and Nonverbal Communication

Accepting a New Assignment

Making a Point in a Meeting

The Power of Example


Review Questions

7. Developing Listening Skills 87

Listening Goes Beyond Hearing

How Well Are You Listening?

The Benefits of Listening Well

You’ll Get More Things Done Right the First Time

You’ll Learn More

Other People Will Listen to You

Your Work Environment Will be More Harmonious

Tips for Effective Listening

Tip 1: Create the Right Atmosphere

Tip 2: Show Interest

Tip 3: Paraphrase What You’ve Heard

Tip 4: Ask Clarifying Questions


Review Questions

8. Giving and Receiving Feedback 97

The Concept of Feedback

What Makes Feedback Effective?

Descriptive, Not Judgmental

Addresses Modifiable, Not Unchangeable, Behavior

Specific, Not General


Giving Feedback

Choose the Right Environment

Choose the Right Topic(s)

Choose the Right Words

Other Tips for Giving Effective Feedback: Dos and Don’ts

Receiving Feedback

Let the Other Person Do the Talking

Give the Other Person Ample Time to Express His or Her Views

Give Your Full Attention

Be Responsive to Received Feedback

Dealing with Negative Feedback

Be Prepared

Ask Clarifying Questions

Closing the Feedback Loop

Provide the Necessary Tools

Check in Periodically


Review Questions

9. When You Aim to Persuade 113

An Essential Workplace Skill

The Foundation of Persuasion



A Credible Case

The Language of Persuasion

Emphasize the Benefits

Speak to the Head and the Gut

Be Positive and Affirmative in Communicating Your Ideas

Cite Endorsements from Others


Review Questions

10. Techniques That Generate New Ideas and Solutions 125

The Role of Communications in Generating Ideas and Solutions


Listen, Then Respond

Seek Alternatives


Nominal Group Technique


Review Questions

11. Communicating in the Multicultural Workplace 133

People on the Move


Dealing with Language Issues

English-Only Policies

Practical Steps

Nonverbal Communication

Cultural Differences and Communication

Power Distance

Individuality versus Collectivity

Masculinity versus Femininity

Avoidance of Uncertainty (or Risk)

Low- and High-Context Cultures


Review Questions



Online Resources



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