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9780131161962

Managerial Communication

by ;
  • ISBN13:

    9780131161962

  • ISBN10:

    0131161962

  • Edition: 3rd
  • Format: Paperback
  • Copyright: 1994-12-01
  • Publisher: Pearson College Div
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Supplemental Materials

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Summary

Managerial Communication, Organizational Communication, Business Communicationwritten and oral at 2-year, 4-year, and Graduate Level Programs. This text examines important ideas about managerial communicationnot just for business, but for anyone who must manage. It cuts through the maze of traditional academic structure and addresses basic communication skills that we all need as managers.

Table of Contents

Preface to Third Edition xi
PART ONE MANAGERIAL COMMUNICATION AND YOU
Managerial Communication
Creating Understanding in an Organized World
3(28)
What Is Managerial Communication?
4(2)
Let's Get Organized Here
6(3)
A Back-to-Basics View of Communication
9(2)
What's Wrong with a Simplified View of Communication?
11(1)
Some Troublesome Misconceptions About Managerial Communication
11(8)
Three Rules for Better Understanding
19(2)
The Message Receiver Determines Communication Success
21(1)
Levels of Communication Activity
22(1)
Just How Important Is Managerial Communication?
23(1)
Management Is Communication
24(1)
The State Is Now Set
25(1)
A Quick Summry of Major Ideas
25(1)
Questions for Further Thought
26(1)
Other Thoughts About Managerial Communication: Treat Them as Winners...and They Will Win
27(2)
Notes
29(2)
Personal Language Use and Communication Styles
The Way We Word
31(25)
Why Perception Is Unique
34(1)
Why Communication Styles Are Unique
34(1)
Ways to Improve Language Use and Verbal Communication
35(2)
Several Common Word Use Problems
37(6)
Nonverbal Communication: Louder Than Words
43(5)
The Effects of Nonverbal Communication
48(1)
A Quick Summary of Major Ideas
48(1)
Questions for Further Thought
48(1)
Other Thoughts About Language Use: ``Meta-Talk,''
49(5)
Other Thoughts About Language Use: Language Misuse Can Be a Symptom of Personality Problems
54(1)
Notes
54(2)
The Media and Tools of the Manager-Communicator
The Convenience-vs.-Confusion Tradeoff
56(21)
The Media Themselves Communicate Meaning
57(1)
What Is a Medium?
58(1)
Recognizing Some Media Ground Rules
58(3)
How Can a Manager Pick the Best Media?
61(6)
Tools of the Manager-Communicator
67(5)
A Quick Summary of Major Ideas
72(1)
Questions for Further Thought
72(1)
Other Thoughts About Communication Media and Tools: Making the Most of Voice Mail
73(2)
Other Thoughts About Communication Media and Tools: Conversation with Al Gore, White House Vision
75(1)
Notes
76(1)
Intrapersonal Communication
The Voices Within
77(20)
Attitudes and Intrapersonal Communication
78(2)
Our Perception Skills
80(4)
Other Factors Affecting Our Perceptions and Attitudes
84(1)
Our Self-Concept and Disclosure Habits
85(4)
Personal Authenticity and Internal Communication
89(1)
A Quick Summary of Major Ideas
90(1)
Questions for Further Thought
91(1)
Other Thought About Intrapersonal Communication: Self-Concept and Self-Fulfilling Prophecies
92(2)
Notes
94(3)
PART TWO ORGANIZATIONAL EFFECTS ON COMMUNICATION
Ongoing Communication Process and Flow
97(240)
Some Elements of an Organization's Communication System
98(1)
Communication Flow and Networks of Interaction
99(1)
The Serial Transmission Effect
100(2)
Other Factors Affecting the Integrity of Networks
102(12)
A Quick Summary of Major Ideas
114(1)
Questions for Further Thought
114(1)
Other Thoughts About the Effects of Organizational Communication Systems on Message Content
115(7)
Other Thoughts About Communication Process and Flow: What We Have Here Is a Failure by Employers to Communicate
122(1)
Notes
122(2)
Organization Communication Climate
Fair to Partly Confused
124(25)
Key Questions That Determine Communication Climate
125(1)
Clarity of Organizational Goals
125(4)
Clarity of Tasks and Expectations
129(1)
Understanding Roles and Functions of Others
130(1)
Rewards and Punishments for Communicating
131(2)
Supportiveness and Risk Encouragement
133(1)
Fairness, Trust, and Equity
134(1)
Feedback and Candor
135(2)
Organizational Policy
137(4)
A Quick Summary of Major Ideas
141(1)
Questions for Further Thought
141(1)
Other Thoughts About Equity Theory As It Applies to Employee and Customer Satisfaction and Retention
142(2)
Notes
144(5)
PART THREE ORAL COMMUNICATION IN MANAGEMENT
Low-Structure, One-to-One Communication
I'm Glad We Had This Little Chat
149(15)
Conversation: An Exchange of Perceptions and Strokes
151(1)
Expressing Approval and Worker Motivation
152(3)
Praise and Criticism
155(1)
Giving Instructions
155(3)
Using the Telephone in One-to-One Communication
158(2)
Gender Differences in Conversations
160(1)
A Quick Summary of Major Ideas
161(1)
Questions for Further Thought
161(1)
Other Thoughts About Low-Structure, One-to-One Communication: Some Do's and Don't's of Business and Personal Conversation
162(1)
Notes
163(1)
Higher Structure, One-to-One Communication
Interviews
164(35)
Interviews Are Planned
165(1)
Six Specialized Interview Formats
166(1)
The Performance Review
166(4)
Counselling Interviews
170(2)
Reprimand Interviews: The Gentle Art of Chewing Out an Employee
172(3)
Grievance Interviews: A Reprimand in Reverse
175(1)
Exit Interviews: More Than Parting Shots
176(1)
Selection Interviews: Getting and Giving the Job
177(7)
Specific Questioning Techniques
184(4)
A Quick Summary of Major Ideas
188(1)
Questions for Further Thought
188(1)
Other Thoughts About One-to-One Communication: Nonevaluative Approaches to Performance Appraisals
189(7)
Other Thoughts About Selection Interviews: Fifty Commonly Asked Questions in Selection Interviews
196(1)
Notes
197(2)
Meetings and Conferences: Interactional Communication
We've Got to Stop Meeting Like This
199(30)
The Overuse of Meetings
201(1)
Opportunities in Meetings
201(1)
Advantages of Meetings
202(1)
Disadvantages of Meetings
203(4)
To Meet Or Not to Meet
207(1)
Types of Committees
207(2)
Five Major Elements of the Effective Meeting
209(10)
Coping with Conflict
219(1)
What a Good Meeting Is Like
220(2)
A Quick Summary of Major Ideas
222(1)
Questions for Further Thought
223(1)
Other Thoughts About Meetings and Conferences: Situational Leadership
224(3)
Notes
227(2)
Listening
More Than Getting Your Ears On
229(18)
The Difference Between Hearing and Listening
230(1)
What Contributes to Listening?
230(5)
Some Bad Listening Habits to Avoid
235(1)
Some Positive Steps to Better Listening
236(2)
Other Tips for Effective Listening
238(2)
The Motivation to Listen Better
240(1)
A Quick Summary of Major Ideas
240(1)
Questions for Further Thought
241(1)
Other Thoughts About Effective Listening: Barriers to Listening in a Diverse Business Environment
242(2)
Notes
244(3)
PART FOUR PRESENTATIONAL SPEAKING
Preparing the Presentation
Briefings and Oral Presentations
247(26)
The Purposes of Typical Business Presentations
248(1)
Listener Analysis: A Starting Point
249(1)
How to Predict Listener Responses More Accurately
250(6)
Listener Analysis Is Not Something to Do Only Before the Presentation
256(1)
Planning the Content of Your Talk: Identifying Main Ideas
256(1)
Introductions: Gaining Attention and Interest
257(4)
The Body: Now That I Have Your Attention
261(3)
Developing and Supporting Main Points
264(3)
Transitions, Summaries, and Conclusions
267(1)
Include an Action Step
268(1)
A Quick Summary of Major Ideas
269(1)
Questions for Further Thought
269(1)
Other Thoughts About Preparing Presentations: Planning Your Presentation
270(1)
Notes
271(2)
Delivering the Presentation
Preparation, Preparation, Preparation
273(20)
Overcoming Nervousness When Speaking Before Groups
274(3)
Proper Use of Audiovisual Aids
277(1)
Conveying Your Credibility
278(2)
Specific Delivery Techniques
280(3)
After the Briefing: Handling Questions
283(1)
Generating Listener Participation
283(1)
A Quick Summary of Major Ideas
284(1)
Questions for Further Thought
285(1)
Other Thoughts About Delivering a Presentation: What a Bore!
286(3)
Notes
289(4)
PART FIVE WRITTEN COMMUNICATION IN MANAGEMENT
Keys to Functional Writing
Letters and Memos That Get Results
293(18)
Is This Letter Really Necessary?
294(1)
Is This Letter Efficient?
294(2)
Helping Your Reader Get the Message: Content Set and Accessing
296(4)
Some Ideas for Choosing an Appropriate Writing Style
300(6)
Quick Summary of Major Ideas
306(1)
Questions for Further Thought
306(1)
Other Thoughts About Writing Functionally: Is This Letter Effective?
307(1)
Other Thoughts About Writing Functionally: They Laughed When I Sat Down to Write
308(2)
Notes
310(1)
Formats for Business Letters and Memos
Different Situations---Different Approaches
311(26)
Recommended Formats for Functional Business Letters
312(1)
Routine or Good-News Letters: Use BIF
312(1)
Bad-News Letters: Use BILL
313(5)
Not Everyone Agrees with This Bad-News Format
318(1)
Persuasive Requests: Use BILL
318(7)
Goodwill Letters
325(1)
Differences Between Letters and Memos
326(2)
Some Common Failures of Letters and Memos
328(5)
A Quick Summary of Major Ideas
333(1)
Questions for Further Thought
334(1)
Other Thoughts About Formats for Business Letters and Memos: Note Jotting Made Simple
335(1)
Notes
336(1)
Planning and Producing Effective Business Reports
337(72)
A Good Report Gives Its Readers What They Need to Know
338(1)
Three Purposes for Business Reports
339(1)
Four Key Questions for Planning the Business Report
339(1)
Four Ways to Find Information Used in Reports
340(2)
Formatting Reports
342(5)
Good Reports Are Realistic About Purpose, Time, and Cost
347(1)
Report Length and Formality
348(1)
Formal (Long) Reports
348(3)
Informal (Short) Reports
351(4)
Individual Report Writing
355(5)
Collaborative Report Writing
360(6)
A Quick Summary of Major Ideas
366(1)
Questions for Further Thought
367(1)
Other Thoughts About Planning and Producing Effective Business Reports: Designing Management Reports
368(2)
Other Thoughts About Planning and Producing Effective Business Reports: Alternative Approach to Collaborative Writing
370(1)
Notes
370(5)
PART SIX AUDITING COMMUNICATION AND MANAGEMENT
Business and Managerial Communication Research
Getting the Answers You Need
375(34)
The Purpose of Research
376(1)
The Research Model
377(1)
Introduction
378(3)
Observation Techniques
381(2)
Surveys
383(9)
Interview Techniques
392(7)
Experiments and Tests
399(2)
A Quick Summary of Major Ideas
401(1)
Questions for Further Thought
402(1)
Other Thoughts About Business and Managerial Communication Research: Auditing Organizational Communication
403(2)
Other Thoughts About Business and Managerial Communication Research: Diagnosing Communication ``Breakdowns'' Using Critical Incidents
405(3)
Notes
408(1)
Index 409

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