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Management Communication : A Case-Analysis Approach,9780131860124
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Management Communication : A Case-Analysis Approach

by
Edition:
4th
ISBN13:

9780131860124

ISBN10:
0131860127
Format:
Hardcover
Pub. Date:
1/1/2010
Publisher(s):
Prentice Hall
List Price: $140.00
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Summary

Using real case studies to emphasize the principles introduced in the book,Management Communicationis an exciting and useful approach to better business and organizational communication. It discusses the fact that all communication processes in successful businesses of this new century will befully integrated, and prepares interested readers to understand and use the techniques described for their benefit in the workplace.Taking a strategic attitude, this book comprehensively explains communication in transition, communication ethics, listening and feedback, nonverbal communication, intercultural and international communication, managing conflict, performance in business meetings, and dealing with the media.A powerful tool for readers employed in fields where successful communication skills are necessary, including executives, managers, and others in leadership positions.

Table of Contents

Preface xv
Management Communication in Transition
1(24)
What Do Managers Do All Day?
2(2)
The Roles Managers Play
4(2)
Major Characteristics of the Manager's Job
6(1)
What Varies in a Manager's Job? The Emphasis
6(1)
Management Skills Required for the Twenty-First Century
7(1)
Talk is the Work
8(1)
The Major Channels of Management Communication Are Talking and Listening
9(1)
The Role of Writing
9(1)
Communication is Invention
10(1)
Information is Socially Constructed
10(1)
Your Greatest Challenge
11(1)
Your Task as a Professional
11(1)
Endnotes
12(1)
For Further Reading
13(1)
Case 1-1 Odwalla, Inc. (A)
14(4)
Case 1-2 Great West Casualty v. Estate of G. Witherspoon (A)
18(4)
Case 1-3 Great Lakes Garments, Inc.
22(3)
Communication and Strategy
25(36)
Defining Communication
25(1)
Elements of Communication
26(1)
Principles of Communication
26(1)
Levels of Communication
27(1)
Barriers to Communication
28(1)
Communicating Strategically
28(1)
Successful Strategic Communication
29(2)
Why Communicating as a Manager is Different
31(1)
Crisis Communication
32(4)
Endnotes
36(1)
For Further Reading
36(1)
Case 2-1 Starbucks Corporation: Can Customers Breastfeed in a Coffee Shop?
37(6)
Case 2-2 Augusta National Golf Club: Membership for Women or Staying the Course?
43(10)
Case 2-3 Taco Bell Corporation: Public Perception and Brand Protection
53(8)
Communication Ethics
61(38)
The Ethical Conduct of Employers
63(1)
Defining Business Ethics
64(1)
Three Levels of Inquiry
64(1)
Three Views of Decision Making
65(1)
An Integrated Approach
66(1)
The Nature of Moral Judgments
67(1)
Distinguishing Characteristics of Moral Principles
68(1)
Four Resources for Decision Making
68(1)
Making Moral Judgments
69(2)
Applying Ethical Standards to Management Communication
71(1)
Statements of Ethical Principles
71(4)
The ``Front Page'' Test
75(1)
Endnotes
76(1)
For Further Reading
77(2)
Case 3-1 Excel Industries (A)
79(4)
CASE 3-2 A Collection Scandal at Sears Roebuck and Company
83(3)
Case 3-3 The Soul of Dell
86(6)
Case 3-4 Arthur Andersen, LLP
92(7)
Speaking
99(26)
Why Speak?
100(1)
How to Prepare a Successful Management Speech
101(1)
Develop a Strategy
101(1)
Get to Know Your Audience
102(1)
Determine Your Reason for Speaking
103(1)
Learn What You Can About the Occasion
104(1)
Know What Makes People Listen
104(1)
Understand the Questions Listeners Bring to Any Listening Situation
105(1)
Recognize Common Obstacles to Successful Communication
106(2)
Support Your Ideas with Credible Evidence
108(1)
Organize Your Thoughts
109(3)
Keep Your Audience Interested
112(2)
Select a Delivery Approach
114(1)
Develop Your Visual Support
115(2)
Rehearse Your Speech
117(1)
Develop Confidence in Your Message and in Yourself
118(1)
Deliver Your Message
118(1)
Endnotes
119(1)
For Further Reading
120(1)
Case 4-1A Last Minute Change at Old Dominion Trust
121(1)
Case 4-2 Preparing to Speak at Staples, Inc.
122(3)
Writing
125(34)
An Introduction to Good Business Writing
128(1)
Fifteen Ways to Become a Better Business Writer
128(1)
Writing a Business Memo
129(1)
The Six Communication Strategies
130(1)
Writing an Overview Paragraph
130(1)
Sample Overviews
131(1)
The Informative Memo
131(1)
The Persuasive Memo
132(1)
Standard Formats for Memos
133(1)
Meeting and Conference Reports
134(1)
Project Lists
134(1)
Make Your Memos Inviting and Attractive
134(1)
Editing Your Memos
135(1)
Writing Good Business Letters
136(1)
When You Are Required to Explain Something
137(1)
When You Are Required to Apologize
138(1)
A Few Words About Style
138(1)
Make Your Writing Efficient
139(1)
Speak When You Write
140(1)
How to Make Passive Verbs Active
141(1)
Make Your Bottom Line Your Top Line
142(1)
How to Encourage and Develop Good Writers
143(3)
Endnotes
146(1)
For Further Reading
146(1)
Case 5-1 Cypress Semiconductor Corporation
147(8)
Case 5-2 Farberware Products of America
155(2)
Case 5-3 Volvo of North America, Inc.
157(2)
Persuasion
159(25)
The Human Belief System
160(1)
Two Schools of Thought
160(4)
The Objectives of Persuasion
164(1)
Outcomes of the Attitudinal Formation Process
164(1)
The Science of Persuasion
165(1)
Successful Attempts at Persuasion
166(7)
Should You Use a One- or Two-Sided Argument?
173(1)
Not All That We Remember is Actually True
174(1)
Managing Heads and Hearts to Change Behavioral Habits
175(1)
Five Myths About Changing Behavior
176(1)
Being Persuasive
176(1)
Endnotes
177(2)
Case 6-1 The United States Olympic Committee: Persuading Business to Participate in the Olympic Movement
179(3)
Case 6-2 An Invitation to Wellness at Whirlpool Corporation
182(2)
Technology
184(35)
Life in the Digital Age
184(1)
Communicating Digitally
185(1)
Electronic Mail
186(4)
Privacy and Workplace Monitoring
190(6)
The Internet and Online Behavior
196(2)
Etiquette and Office Electronics
198(2)
Working Virtually
200(2)
Teleconferencing
202(4)
Technology on the Horizon
206(1)
Endnotes
207(3)
For Further Reading
210(1)
Case 7-1 Cerner Corporation: A Stinging Office Memo Boomerangs
211(5)
Case 7-2 Vitruvius Sportswear, Inc.: A Question of Online Privacy
216(3)
Listening and Feedback
219(31)
An Essential Skill
219(1)
Why Listen?
220(1)
The Benefits of Better Listening
221(1)
The Role of Ineffective Listening Habits
222(1)
An Inventory of Poor Listening Habits
222(3)
Developing Good Listening Habits
225(1)
The Five Essential Skills of Active Listening
226(1)
A System for Improving Your Listening Habits
227(1)
Giving and Receiving Feedback
228(1)
Guidelines for Constructive Feedback
228(2)
Knowing When Not to Give Feedback
230(1)
Knowing How to Give Effective Feedback
230(2)
Knowing How to Receive Feedback
232(1)
Endnotes
233(1)
For Further Reading
234(1)
Case 8-1A Earl's Family Restaurants
235(2)
Case 8-1B Earl's Family Restaurants
237(2)
Case 8-1C Earl's Family Restaurants
239(3)
Case 8-2A The Kroger Company
242(2)
Case 8-2B The Kroger Company
244(2)
Case 8-2C The Kroger Company
246(2)
Case 8-3 Three Feedback Exercises
248(2)
Nonverbal Communication
250(26)
A Few Basic Considerations
251(1)
Nonverbal Categories
252(1)
The Nonverbal Process
252(1)
Reading and Misreading Nonverbal Cues
252(1)
Functions of Nonverbal Communication
253(1)
Principles of Nonverbal Communication
254(1)
Dimensions of the Nonverbal Code
255(1)
The Communication Environment
256(1)
Body Movement
256(1)
Eye Contact
257(1)
A Communicator's Physical Appearance
257(1)
Artifacts
258(1)
Touch
258(1)
Paralanguage
259(1)
Space
260(2)
Tune
262(1)
Color
263(1)
Smell
264(1)
Taste
265(1)
Sound
265(1)
Silence
266(2)
Endnotes
268(2)
For Further Reading
270(1)
Case 9-1 Olive Garden Restaurants Division
271(3)
Case 9-2 Waukegan Materials, Inc.
274(2)
Intercultural Communication
276(17)
Intercultural Challenges at Home
276(2)
Cultural Challenges Abroad
278(2)
Business and Culture
280(1)
Definitions of Culture
281(1)
Some Principles of Culture
281(3)
Functions of Culture
284(1)
Ethnocentrism
285(1)
Cross-Cultural Communication Skills
285(1)
Endnotes
286(1)
For Further Reading
287(1)
Case 10-1 Oak Brook Medical Systems, Inc.
288(2)
Case 10-2 LaJolla Software, Inc.
290(3)
Managing Conflict
293(29)
A Definition of Conflict
294(1)
Conflict in Organizations
295(1)
Sources of Conflict in Organizations
295(1)
Sensing Conflict
296(1)
The Benefits of Dealing with Conflict
297(1)
Styles of Conflict Management
298(2)
So, What Should You Do?
300(2)
What If You're the Problem?
302(2)
Endnotes
304(1)
For Further Reading
305(1)
Case 11-1 Hayward Healthcare Systems, Inc.
306(2)
Case 11-2 Dixie Industries, Inc.
308(4)
Case 11-3 Hershey Foods
312(7)
Appendix A Timeline
319(2)
Appendix B Impact on Hershey Stock
321(1)
Business Meetings That Work
322(22)
What's the Motivation for Meeting?
323(1)
So, Why Meet?
324(1)
What is a Business Meeting?
324(1)
When Should I Call a Meeting?
325(1)
When Should I Not Call a Meeting?
325(1)
What Should I Consider as I Plan for a Meeting?
326(1)
How Do I Prepare for a Successful Meeting?
327(2)
What Form or Meeting Style Will Work Best?
329(1)
How Do I Keep a Meeting on Track?
330(1)
What Should I Listen For?
331(1)
What Should I Look For?
332(1)
What Should I Write Down?
333(1)
How Can I Make My Meetings More Productive?
333(2)
Can Business Meetings Ever Improve?
335(1)
Endnotes
335(1)
For Further Reading
336(1)
Case 12-1 Spartan Industries, Inc.
337(2)
Case 12-2 American Rubber Products Company (A)
339(5)
Dealing with the News Media
344(40)
Introduction
344(1)
Why Interviews Are Important
345(4)
Should You or Shouldn't You?
349(3)
A Look at the News Media
352(4)
Getting Ready
356(2)
Making It Happen
358(1)
Staying in Control of an Interview
359(2)
Follow-Up
361(1)
Endnotes
362(1)
For Further Reading
362(2)
Case 13-1 L'Oreal USA
364(5)
Case 13-2 Bayer AG: Anthrax and Cipro
369(7)
Appendix A Timeline of Case-Related Events
376(2)
Appendix B Anthrax Forms, Symptoms, and Treatment
378(1)
Appendix C Timeline of Patent-Related Events
379(1)
Exercise 13-1 Buon Giorno Italian Foods, Inc.
380(1)
Exercise 13-2 O'Brien Paint Company
381(3)
Appendix A Analyzing a Case Study 384(7)
Appendix B Writing a Case Study 391(7)
Appendix C Sample Business Letter 398(2)
Appendix D Sample Business Memo 400(2)
Appendix E Sample Strategy Memo 402(2)
Appendix F Documentation 404(9)
Appendix G Media Relations for Business Professionals 413(6)
Appendix H Sample Press Release 419(2)
Index 421


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