The Discourse of Customer Service Tweets studies the discursive and pragmatic features of customer service interactions, making use of a corpus of over 1.5 million tweets from more than thirty different companies. With Twitter being used as a professional service channel by many transport operators, this book features an empirical analysis of British and Irish train companies and airlines that provide updates and travel assistance on the platform, often on a 24/7 basis. From managing crises in the midst of strike action to ensuring passengers feel comfortable on board, Twitter allows transport operators to communicate with their customers in real time. Analysing patterns of language use as well as platform specific features for their communicative functions, Ursula Lutzky enhances our understanding of customers' linguistic expectations on Twitter and of what makes for successful or unsuccessful interaction. Of interest to anyone researching discourse analysis, business communication and social media, this book's findings pave the way for practical applications in customer service.

Fundamentals of Organizational Communication presents organizational communication concepts within a unique competency-based approach which incorporates personal knowledge, interpersonal sensitivity, communication skills, and ethical values. Blending theory, analysis, and practice, this Eighth Edition provides an extensive introduction to major organizational communication issues, theories, and skills, enabling students to immediately apply the concepts presented. NEW! Pearson's Reading Hour Program for Instructors Interested in reviewing new and updated texts in Communication? Click on the below link to choose an electronic chapter to preview...Settle back, read, and receive a Penguin paperback for your time! http://www.pearsonhighered.com/readinghour/comm

Getting to the top can seem like an impossible mission to those in junior and middle manager ranks. Sometimes it can feel like top leadership is an exclusively male club, only accessible to those already highly networked via family and private schooling.

Stepping Up debunks the notion of what a typical leader should look like, or where they are from Leadership is an option for anyone with leadership ambition. Forget climbing the corporate ladder, nowadays success is more about criss-crossingacross multiple roles and companies, and possessing a continuous learning appetite for new opportunities and welcoming new responsibilities.

Follow the practical five point framework on how to step up and get to the top:

1.Vision - How to set out a clear and compelling vision of the future of the organization
2.Votes - How to create networks of followership, and alliances of equals, so that others rise with you and shore up a consensus/buy-in to your vision
3.Victories - How to establish a track record of wins with your teams to demonstrate success
4.Values - How to be authentic, how to bring out your key talents and strengths for benefit of all
5.Velocity - How to bring energy to every situation, and how to energize and enthuse those around you

John Gray, who changed the way people view gender differences with his #1 international bestseller Men Are from Mars, Women Are from Venus, now brings his insights to the business world.

In How to Get What You Want at Work, Gray analyzes the ways men and women misunderstand and misinterpret each other in the workplace, and he offers practical advice on reducing unnecessary conflict and frustration.

How to Get What You Want at Work will:

• Increase your performance by giving you the tools to improve communication, promote teamwork, and enhance working relationships.
• Increase your productivity by providing a greater awareness and appreciation of the diverse characteristics within each of us—and how these differences can positively or negatively affect productivity.
• Increase your effectiveness by empowering you to overcome frustration and resolve conflict in difficult communication situations.
• Increase your morale by utilizing interactive techniques that will promote respect and build trust.

Applying his trademark practical advice to everyday office issues, John Gray will teach you how to achieve your goals and how to make the workplace a source of fulfillment.

In today's business world, understanding and supporting understudied groups is vital to maintain workplace diversity, safety, and ethics as well as promote a positive work environment. Communication within a business is a key aspect of ensuring these groups are considered and all employees are informed of guidelines, services, and other various support systems available. Cases on Organizational Communication and Understanding Understudied Groups presents case studies that focus on organizational issues that individuals are likely to experience at some point during their employment in various understudied areas such as neurodiversity, learning differences, mental health, identity, gender, ethics, and emotion. Covering topics such as cross-cultural interactions and privacy management, this reference work is crucial for business professionals, academicians, researchers, scholars, practitioners, instructors, and students.

The 4 MILLION+ bestseller that revolutionized business communications-updated for today's workplace. Keep your cool and get the results you want when faced with crucial conversations. This New York Times bestseller and business classic has been fully updated for a world where skilled communication is more important than ever. The book that revolutionized business communications has been updated for today's workplace. Crucial Conversations provides powerful skills to ensure every conversation-especially difficult ones-leads to the results you want. Written in an engaging and witty style, the book teaches readers how to be persuasive rather than abrasive, how to get back to productive dialogue when others blow up or clam up, and it offers powerful skills for mastering high-stakes conversations, regardless of the topic or person. This new edition addresses issues that have arisen in recent years. You'll learn how to: * Respond when someone initiates a crucial conversation with you * Identify and address the lag time between identifying a problem and discussing it * Communicate more effectively across digital mediums When stakes are high, opinions vary, and emotions run strong, you have three choices: Avoid a crucial conversation and suffer the consequences; handle the conversation poorly and suffer the consequences; or apply the lessons and strategies of Crucial Conversations and improve relationships and results. Whether they take place at work or at home, with your coworkers or your spouse, crucial conversations have a profound impact on your career, your happiness, and your future. With the skills you learn in this book, you'll never have to worry about the outcome of a crucial conversation again.