Acknowledgments
About the Author
CHAPTER ONE: INTRODUCTION TO PROFESSIONAL COMMUNICATION
Understanding Professional Communication
Organizational Contexts
Importance of Effective Professional Communication
Professional Communication in Action
Overview of Communication Models
Case Studies
CHAPTER TWO: ETHICS AND THE CONSUMMATE PROFESSIONAL
Understanding Ethics
Definition
Frameworks
Application to Professional Settings
Considerations in Business
Case Studies
CHAPTER THREE: ORGANIZING YOUR THOUGHTS
Understanding Why
Purpose
Audience
Tools
Simple Not Easy
Organizational Patterns & Outlines
CHAPTER FOUR: VERBAL COMMUNICATION
Key Components
Voice and Vocal Qualities
Care
Clarity
Silence
Language
Storytelling to Increase Impact
Frameworks
Application
STAR Method of Business
CHAPTER FIVE: LISTENING & BEYOND FOR EXTRAORDINARY PROFESSIONALS
Three Brain Theory
Enneagram
Barriers to Listening
Identifying the Barriers
Listening Styles Assessment
CHAPTER SIX: NONVERBAL COMMUNICATION
Embodied Body
Stance
Movement
Eye Contact
Gestures
Personal Space
Dress
Congruency
CHAPTER SEVEN: WRITTEN COMMUNICATION
Forms
Extra Extra, Read All About It!
Crafting Your Message
Grammar
Common Mistakes
Tools
CHAPTER EIGHT: PRESENTATION ABETS
Diverse Types
Accessibility and Aesthetics
CHAPTER NINE: FEEDBACK AND PERFORMANCE REVIEWS
Recommended Process
Tools
Craft and Deliver
Frameworks
Alignment of Competencies and Performance
CHAPTER TEN: AI IN PROFESSIONAL COMMUNICATION
AI The New Revolution
The Jetsons
Tips & Tools for Using AI
BONUS: CUSTOMER SERVICE COMMUNICATION