Managerial Communication: Strategies and Applications

by Hynes, Geraldine E.

• ISBN13: 9780073525044
• ISBN10: 0073525049
• Edition: 4th
• Format: Hardcover
• Copyright: 2007-02-23
• Publisher: McGraw-Hill/Irwin

Summary

This 4th edition of Managerial Communication: Strategies and Applications reflects the authors intent to preserve the book's key strengths while bringing it in line with the 21st century workplace.

Author Biography

Geraldine E. Hynes is Associate Professor in the College of Business Administration, Sam Houston State University.

Table of Contents

Managing in Contemporary Organizations	p. 1
The Role of Communication in Contemporary Organizations	p. 3
A Brief Historical Overview of Managerial Communication	p. 4
Management Communication in Ancient Times	p. 5
The Industrial Revolution and Scientific Management	p. 5
The Administrative Approach	p. 7
The Human Relations Approach	p. 8
The Behavioral Approach	p. 11
Empowerment	p. 12
The Contingency Approach to Management Communication	p. 13
Contemporary Dynamics Affecting Communication Contingencies	p. 14
Diversity	p. 14
Competition and the Drive for Quality	p. 17
Ethics	p. 18
The Transition	p. 20
Summary	p. 21
Cases for Small Group Discussion	p. 21
Endnotes	p. 24
The Managerial Communication Process	p. 27
Levels of Managerial Communication	p. 28
A Strategic Approach	p. 28
The First Layer	p. 29
The Second Layer	p. 30
The Third Layer	p. 33
Feedback and Measures of Effectiveness	p. 38
Critical Errors in Communication	p. 39
The Assumption-Observation Error	p. 39
The Failure to Discriminate	p. 40
Allness and the Process of Abstraction	p. 41
Summary	p. 42
Cases for Small Group Discussion	p. 43
Endnotes	p. 46
Technologically Mediated Communication	p. 48
A Framework for Using Technologically Mediated Communication	p. 49
Bandwidth	p. 49
Perceived Personal Closeness	p. 51
Feedback	p. 52
A Symbolic Interactionist Perspective	p. 53
Matching Technology and the Message	p. 53
Message Sensitivity	p. 54
Message Negativity	p. 54
Message Complexity	p. 55
Message Persuasiveness	p. 55
A Look to the Future	p. 57
Technology Proliferation	p. 57
Decision Making	p. 58
Job and Organizational Design	p. 59
Collaboration	p. 60
The Management Challenge	p. 61
Summary	p. 62
Cases for Small Group Discussion	p. 63
Endnotes	p. 65
Managerial Writing Strategies	p. 67
Contemporary Managerial Writing	p. 69
Collaborative Writing	p. 70
Advantages of Collaborative Writing	p. 70
Disadvantages of Collaborative Writing	p. 71
Guidelines for Effective Collaborative Writing	p. 71
The Unique Role of Managerial Writing	p. 72
Planning	p. 73
What?	p. 73
Why?	p. 74
Who?	p. 74
When?	p. 75
Where?	p. 75
How?	p. 75
Composing	p. 76
Selecting Words	p. 76
Organizing Words for Effect	p. 85
Revising	p. 90
Summary	p. 91
Case for Small Group Discussion	p. 92
Exercises for Small Groups	p. 92
Endnotes	p. 94
Routine Messages	p. 97
Audience Adaptation	p. 98
Basis of the You Attitude	p. 98
Anticipating Questions	p. 98
Stressing Reader Benefits	p. 99
Avoiding Negatives	p. 99
Nonverbal Elements and the You Attitude	p. 99
Diction	p. 99
Strategies	p. 100
Direct Strategy	p. 100
Indirect Strategy	p. 100
Specific Types: Direct Messages	p. 103
Inquiries and Requests	p. 104
Positive Responses to Inquiries and Requests	p. 105
Claim Letters	p. 106
Positive Responses to Claims	p. 108
Specific Types: Indirect Messages	p. 109
Negative Responses to Inquiries	p. 109
Refused Claims	p. 111
Persuasive Messages	p. 113
Letter Formats	p. 114
Internal Correspondence	p. 115
Memo Format	p. 115
Uses	p. 117
Types of Memorandums	p. 118
Political Uses in Business	p. 119
Summary	p. 119
Cases for Small Group Discussion	p. 120
Endnotes	p. 122
Management Reports and Proposals	p. 123
The Report Writing Process	p. 124
Groundwork	p. 124
Classification of Reports	p. 125
Strategic Considerations	p. 125
Format	p. 125
Arrangement of Points	p. 127
Organization of the Body	p. 127
Headings	p. 128
Transitions	p. 130
Memo and Letter Reports	p. 130
Memo Reports	p. 130
Letter Reports	p. 131
Elements of the Formal Report	p. 132
Front Matter	p. 133
The Report Proper	p. 134
Back Matter	p. 137
Visual Aids	p. 138
General Rules	p. 138
Pie Charts	p. 139
Bar Charts	p. 140
Line Graphs	p. 140
Tables	p. 142
Summary	p. 142
Communication Audit Report	p. 144
Cases for Small Group Discussion	p. 150
Endnotes	p. 151
Strategies for Understanding Messages	p. 153
Managerial Listening	p. 155
Benefits of Listening	p. 155
Barriers to Listening	p. 156
General Techniques for Listening	p. 158
Specific Techniques for Active Listening	p. 161
Identify the Main and Supporting Points	p. 161
Organize the Message	p. 162
Summarize the Message	p. 162
Visualize the Message	p. 162
Personalize the Message	p. 163
Take Notes	p. 163
Specific Techniques for Interactive Listening	p. 164
Open-Closed Questions	p. 164
Primary-Secondary Questions	p. 164
Neutral-Directed Questions	p. 165
Listening to Informal Communication	p. 165
Listening to the Total Environment	p. 167
Developing a Listening Climate	p. 168
The Micro Listening Climate	p. 168
The Macro Listening Climate	p. 169
Summary	p. 171
Cases for Small Group Discussion	p. 171
Endnotes	p. 173
Nonverbal Communication	p. 175
The Importance of Nonverbal Communication	p. 176
The Functions of Nonverbal Cues	p. 177
Movement	p. 179
Spatial Messages	p. 182
Spatial Zones	p. 182
Spatial Differences	p. 183
Strategic Use of Space	p. 184
Personal Appearance	p. 185
Voice	p. 186
Nonverbal Signs of Deception	p. 187
Baseline	p. 188
Movement	p. 188
Dress	p. 189
Personal Space	p. 189
Voice	p. 189
Summary	p. 190
Cases for Small Group Discussion	p. 190
Endnotes	p. 192
Intercultural Managerial Communication	p. 194
What Is Culture?	p. 196
Intercultural Myths	p. 196
Some of the Ways in Which We Differ	p. 198
Should You Learn the Language?	p. 200
Nonverbal Sensitivity	p. 201
Greetings	p. 202
Dress	p. 202
Space, Touch, and Posture	p. 202
Gestures	p. 203
Food	p. 203
Gifts	p. 203
What Is a Good Intercultural Communicator?	p. 204
Developing Interculturally Sensitive Managers	p. 206
Summary	p. 207
Case for Small Group Discussion	p. 208
Endnotes	p. 209
Interpersonal Communication Strategies	p. 211
Conflict Management	p. 213
Benefits of Conflict	p. 214
The Relationship Between Communication and Conflict	p. 214
Sources of Conflict	p. 216
Conflict and Perception	p. 217
Strategies in Conflict Resolution	p. 218
Avoiding	p. 219
Accommodating	p. 220
Forcing	p. 220
Compromising	p. 221
Problem Solving: The Win-Win Strategy	p. 221
Description of the Strategy	p. 221
Beliefs Necessary to Implement the Strategy	p. 222
Implementing the Strategy	p. 224
Conflict and Management Success	p. 226
Summary	p. 226
Cases for Small Group Discussion	p. 227
Endnotes	p. 228
Managerial Negotiation	p. 230
A Strategic Model for Negotiations	p. 231
Culture and Climate	p. 232
Sender, Receiver, and Purpose	p. 232
Purpose	p. 233
Time, Environment, Content, and Channel	p. 236
Time	p. 236
Environment	p. 237
Message Content	p. 239
Channel	p. 242
Core Strategies	p. 243
Surprise	p. 244
Bluff	p. 244
Stacking	p. 244
Fait Accompli	p. 244
Take It or Leave It	p. 245
Screen	p. 245
Summary	p. 245
Role Play Scenario	p. 246
Cases for Small Group Discussion	p. 247
Endnotes	p. 250
Conducting Interviews	p. 252
Barriers to Effective Interviews	p. 252
Differing Intentions	p. 252
Bias	p. 253
Confusing Facts with Inferences	p. 254
Nonverbal Communication	p. 254
Effects of First Impressions	p. 255
Organizational Status	p. 255
Questions That Lead to Effective Interviews	p. 256
What Is the Interview Objective?	p. 256
Where Is the Best Place to Conduct the Interview?	p. 256
What Is the Best Way to Begin the Interview?	p. 256
What Is the Best Questioning Strategy?	p. 257
What Is the Best Sequence for the Questions?	p. 257
What Are the Best Types of Questions?	p. 258
What Is the Best Way to Close the Interview?	p. 260
Employment Interviews	p. 261
Planning	p. 261
Legal Concerns	p. 262
The Employment Interview Process	p. 264
Performance Review Interviews	p. 266
Purpose	p. 266
Planning	p. 267
Process	p. 268
Supportive Environment	p. 269
Providing Feedback	p. 272
Establishing Goals	p. 273
Summary	p. 274
Cases for Small Group Discussion	p. 275
Endnotes	p. 277
Group Communication Strategies	p. 281
Managing Meetings and Teams	p. 283
Advantages and Disadvantages of Working in Teams	p. 284
Advantages of the Team	p. 284
Disadvantages of the Team	p. 285
Groupthink	p. 286
Strategic Considerations for Meetings	p. 287
Should We Meet?	p. 287
Premeeting Arrangements	p. 287
Leadership Style	p. 292
Decision-Making Format	p. 293
Managing Disruptions	p. 296
Follow-Up	p. 297
Summary	p. 300
Cases for Small Group Discussion	p. 300
Endnotes	p. 302
Making Formal Presentations	p. 304
Plan Your Presentation	p. 304
Purpose	p. 304
Length of the Presentation	p. 306
Audience Analysis	p. 306
Organize Your Presentation	p. 307
Introduction	p. 307
Persuasive Presentations	p. 309
Informative Presentations	p. 312
Evidence	p. 314
Closing	p. 315
Questions	p. 316
Prepare Your Visual Aids	p. 317
Criteria	p. 317
Types	p. 318
Deliver Your Presentation	p. 319
Speaking Anxiety	p. 319
Speaker Notes	p. 320
Nonverbal Aspects	p. 321
Voice Quality	p. 321
Practice	p. 322
Use Electronic Media Effectively	p. 323
Summary	p. 325
Audience Analysis Guide Sheet	p. 326
Exercises for Small Groups	p. 327
Endnotes	p. 329
Index	p. 330
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