Management Communication : A Case-Analysis Approach

by O'Rourke, James S

• ISBN13: 9780131860124
• ISBN10: 0131860127
• Edition: 3rd
• Format: Hardcover
• Copyright: 2010-01-01
• Publisher: Pearson College Div

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