Managerial Communication

by Timm, Paul R.; De Tienne, Kristen Bell

• ISBN13: 9780131161962
• ISBN10: 0131161962
• Edition: 3rd
• Format: Paperback
• Copyright: 1994-12-01
• Publisher: Pearson College Div
• More Book Details
• Purchase Benefits

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