Management Communication : A Case-Analysis Approach

by O'Rourke, James S.

• ISBN13: 9780130109965
• ISBN10: 0130109967
• Edition: 1st
• Format: Hardcover
• Copyright: 2001-01-01
• Publisher: PRENTICE HALL

Summary

This interesting and fun-to-read paperback focuses on the processes involved in management communication, and concentrates specifically on ways in which readers can become more effective as managers by becoming more knowledgeable and skilled as communicators. It is an introduction to issues that are central to future success as a manager or executive in the 21st century. Chapter topics cover management communication in transition; communication and strategy; ethics; speaking; writing; listening and feedback; communicating non-verbally; communicating in intercultural and international contexts; managing conflict; business meetings that work; and dealing with the media. For anyone who runs a business, wants to run a business, or hopes to work for someone who does.

Table of Contents

Preface	xi
Management Communication in Transition	1	(20)
What Do Managers Do All Day?	2	(1)
The Roles Managers Play	3	(2)
Major Characteristics of the Manager's Job	5	(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	7	(1)
The Major Channels of Management Communication Are Talking and Listening	8	(1)
The Role of Writing	9	(1)
Communication Is Socially Constructed	9	(1)
Information Is Socially Constructed	10	(1)
Your Greatest Challenge	11	(1)
Your Task as a Professional	11	(1)
Endnotes	11	(1)
For Further Reading	12	(9)
Odwalla, Inc. (A)	13	(5)
F.W. Woolworth Company: A New Image and a New Workforce	18	(3)
Communication and Strategy	21	(15)
Defining Communication	21	(1)
Elements of Communication	22	(1)
Principles of Communication	22	(1)
Levels of Communication	23	(1)
Barriers to Communication	24	(1)
Communicating Strategically	24	(2)
Successful Strategic Communication	26	(1)
Why Communicating as a Manager Is Different	27	(2)
The Tactics of Communication	29	(1)
Endnotes	29	(1)
For Further Reading	29	(7)
Great West Casualty vs. Estate of G. Witherspoon (A)	30	(3)
Great Lakes Garments, Inc.	33	(3)
Communication Ethics	36	(22)
The Ethical Conduct of Employers	37	(1)
Defining Business Ethics	38	(1)
Three Levels of Inquiry	39	(1)
Three Views of Decision Making	39	(2)
An Integrated Approach	41	(1)
The Nature of Moral Judgments	41	(1)
Distinguishing Characteristics of Moral Principles	42	(1)
Four Resources for Decision Making	42	(2)
Making Moral Judgments	44	(1)
Applying Ethical Standards to Management Communication	45	(1)
Statements of Ethical Principles	46	(2)
The ``Front Page'' Test	48	(1)
Endnotes	49	(1)
For Further Reading	50	(8)
Excel Industries (A)	51	(4)
A Collection Scandal at Sears Roebuck & Company	55	(3)
Speaking	58	(24)
Why Speak?	58	(1)
How to Prepare a Successful Management Speech	59	(17)
Endnotes	76	(1)
For Further Reading	77	(5)
A Last Minute Change at Old Dominion Trust	78	(1)
Preparing to Speak at Staples, Inc.	79	(3)
Writing	82	(36)
An Introduction to Good Business Writing	84	(1)
Fifteen Ways to Become a Better Business Writer	84	(1)
Strategy and Memo Writing	85	(1)
The Six Communication Strategies	86	(1)
Qualities of a Good Overview	87	(1)
Sample Overviews	87	(1)
The Persuasive Memo	88	(1)
Outlining a Proposal	89	(1)
Standard Formats for Memos	89	(1)
The Information Memo Format	90	(1)
Competitive Appraisals	91	(1)
Meeting and Conference Reports	92	(1)
Project Lists	93	(1)
Make Your Memos Inviting and Attractive	93	(1)
Editing Your Memos	94	(1)
Writing Good Business Letters	94	(2)
When You Are Required to Explain Something	96	(1)
When You Are Required to Apologize	97	(1)
A Few Words About Style	97	(1)
Make Your Writing Efficient	98	(1)
Speak When You Write	99	(1)
How to Make Passive Verbs Active	100	(1)
Make Your Bottom Line Your Top Line	101	(2)
How to Encourage and Develop Good Writers	103	(3)
Endnotes	106	(1)
For Further Reading	106	(12)
Cypress Semiconductor Corporation	107	(7)
Farberware Products of America	114	(2)
Volvo of North America, Inc.	116	(2)
Listening and Feedback	118	(30)
Why Listen?	119	(1)
The Benefits of Better Listening	119	(2)
The Role of Ineffective Listening Habits	121	(1)
An Inventory of Poor Listening Habits	121	(3)
Developing Good Listening Habits	124	(1)
The Five Essential Skills of Active Listening	125	(1)
A System for Improving Your Listening Habits	126	(1)
Giving and Receiving Feedback	127	(1)
Guidelines for Constructive Feedback	127	(2)
Knowing When Not to Give Feedback	129	(1)
Knowing How to Give Effective Feedback	129	(2)
Knowing How to Receive Feedback	131	(1)
Endnotes	132	(1)
For Further Reading	133	(15)
Earl's Family Restaurants: The Role of the Regional Sales Manager	134	(2)
Earl's Family Restaurants: The Role of the Chief Buyer	136	(2)
Earl's Family Restaurants: The Role of the Observer	138	(2)
The Kroger Company: The Role of the Store Manager	140	(2)
The Kroger Company: The Role of the Pepsi-Cola Sales Manager	142	(2)
The Kroger Company: The Role of the Instructional Facilitator	144	(1)
Three Feedback Exercises	145	(3)
Communicating Nonverbally	148	(24)
A Few Basic Considerations	149	(1)
Nonverbal Categories	149	(1)
The Nonverbal Process	150	(1)
Reading and Misreading Nonverbal Cues	150	(1)
Functions of Nonverbal Communication	151	(1)
Principles of Nonverbal Communication	152	(1)
Dimensions of the Nonverbal Code	153	(12)
Endnotes	165	(1)
For Further Reading	166	(6)
Olive Garden Restaurants Division, General Mills Corporation	167	(3)
Waukegan Materials, Inc.	170	(2)
Communicating in Intercultural and International Contexts	172	(15)
Intercultural Challenges at Home	172	(2)
Cultural Challenges Abroad	174	(2)
Business and Culture	176	(1)
Definitions of Culture	176	(1)
Some Principles of Culture	177	(3)
Functions of Culture	180	(1)
Ethnocentrism	181	(1)
Cross-Cultural Communication Skills	181	(1)
Endnotes	182	(1)
For Further Reading	182	(5)
Oak Brook Medical Systems, Inc.	183	(2)
Big Dog Software, Inc.	185	(2)
Managing Conflict	187	(16)
A Definition of Conflict	188	(1)
Conflict in Organizations	188	(1)
Sources of Conflict in Organizations	189	(1)
Sensing Conflict	190	(1)
The Benefits of Dealing with Conflict	191	(1)
Styles of Conflict Management	192	(1)
So, What Should You Do?	193	(3)
Endnotes	196	(1)
For Further Reading	197	(6)
Hayward Healthcare Systems, Inc.	198	(1)
Dixie Industries, Inc.	199	(4)
Business Meetings That Work	203	(20)
What's the Motivation for Meeting?	204	(1)
So, Why Meet?	204	(1)
What Is a Business Meeting?	205	(1)
When Should I Call a Meeting?	205	(1)
When Should I Not Call a Meeting?	206	(1)
What Should I Consider as I Plan for a Meeting?	206	(2)
How Do I Prepare for a Successful Meeting?	208	(1)
What Form or Meeting Style Will Work Best?	209	(1)
How Do I Keep a Meeting on Track?	210	(1)
What Should I Listen For?	211	(1)
What Should I Look For?	212	(1)
What Should I Look Write Down?	213	(1)
How Can I Make My Meetings More Productive?	214	(1)
Can Business Meetings Ever Improve?	215	(1)
Endnotes	215	(1)
For Further Reading	215	(8)
Sequoia Medical Supply, Inc.	217	(4)
Spartan Industries, Inc.	221	(2)
Dealing with the News Media	223	(25)
Introduction	223	(1)
Overview	224	(1)
Why Interviews Are Important	225	(2)
Should You or Shouldn't You?	227	(3)
A Look at the News Media	230	(4)
Getting Ready	234	(2)
Making It Happen	236	(2)
Staying In Control of an Interview	238	(1)
Follow-Up	239	(1)
Endnotes	240	(1)
For Further Reading	240	(8)
Buon Giorno Italian Foods, Inc.	242	(1)
O'Brien Paint Company	243	(2)
American Rubber Products Company, Inc.	245	(3)
Appendix A - Analyzing a Case Study	248	(6)
Appendix B - Sample Business Letter	254	(2)
Appendix C - Sample Business Memo	256	(1)
Appendix D - Communication Strategy Memo	257	(2)
Appendix E - Preparing for a Television Interview	259	(7)
Appendix F - Sample Press Release	266	(1)
Index	267