Organizational Communication : Balancing Creativity and Constraint

by Eric Eisenberg, Harold Goodall

• ISBN13: 9780312408596
• ISBN10: 0312408595
• Edition: 4th
• Format: Trade Book
• Copyright: 2003-08-06
• Publisher: Bedford/St. Martin's

Table of Contents

Preface	vii
About the Authors	xxv
PART I Approaching Organizational Communication
CHAPTER 1 Communication and the Changing World of Work	3	(19)
Perspective	3	(2)
The Changing World of Work	5	(14)
Questions, Not Answers	5	(1)
New Developments in the World of Work	6	(1)
Beyond Space: The Global Economy	7	(5)
Questionable Labor Practices	9	(1)
Multicultural Management	10	(1)
Communication Technology	11	(1)
Beyond Time: Competition and the Urgent Organization	12	(2)
Turbulent Organizational Environments	13	(1)
Beyond Loyalty: The New Social Contract	14	(4)
Shifting Power Bases	16	(1)
New Values and Priorities	16	(1)
The Meaning of Work	17	(1)
Who Can Afford to Prioritize?	17	(1)
What Would You Do? 1.1 Organizational Structure and Employee Well-Being	18	(1)
Summary	19	(1)
QUESTIONS FOR REVIEW AND DISCUSSION	19	(1)
CASE STUDY: THE CASE OF THE CORPORATE PEACEMAKERS	20	(2)
CHAPTER 2 Defining Organizational Communication	22	(31)
Approaches to Organizational Communication	22	(9)
Communication as Information Transfer	23	(1)
Communication as Transactional Process	24	(2)
Communication as Strategic Control	26	(2)
What Would You Do? 2.1 Organizational Ambiguity in Action	28	(1)
Communication as a Balance of Creativity and Constraint	29	(2)
Organizations as Dialogues	31	(9)
Foundations of Dialogue: Self, Other, and Context	31	(6)
Dialogue and the Situated Individual	37	(3)
Definitions of Dialogue	40	(5)
Dialogue as Equitable Transaction	40	(1)
Dialogue as Empathic Conversation	41	(1)
Dialogue as Real Meeting	42	(3)
SUMMARY	45	(1)
QUESTIONS FOR REVIEW AND DISCUSSION	45	(2)
CASE STUDY: THE MANY ROBERT SMITHS	47	(6)
PART II Theories of Organizational Communication
CHAPTER 3 Three Early Perspectives on Organizations and Communication	53	(39)
Why Theory?	54	(1)
Organizational Communication Theories as Historical Narratives: The Three P's	55	(2)
Theories Are Partial	55	(1)
Theories Are Partisan	55	(1)
Theories Are Problematic	56	(1)
Classical Management Approaches	57	(10)
From Empire to Hierarchy	57	(1)
From Resistance to Domination	58	(3)
The Industrial Revolution	61	(2)
Scientific Management	63	(1)
Fayol's Classical Management	64	(1)
Bureaucracy	65	(2)
Implications for Organizational Communication	67	(1)
The Human Relations Approach	67	(12)
Historical and Cultural Background	67	(1)
What Would You Do? 3.1 Rank Has Its Privileges: Influences of the Bureaucratic Organization on Home and Family Life	68	(3)
What Is Human Relations?	71	(1)
The Hawthorne Studies	72	(1)
Reflections on Human Relations	73	(2)
Beyond Human Relations	75	(4)
Leadership Style	75	(2)
Simon's Decision-Making Model	77	(1)
Institutional Theory	78	(1)
The Human Resources Approach	79	(13)
Maslow's Hierarchy of Needs	79	(2)
McGregor's Theory Y Management	81	(1)
Likert's Principle of Supportive Relationships	82	(1)
SUMMARY	82	(1)
What Would You Do? 3.2 The Politics of Middle Management	83	(3)
QUESTIONS FOR REVIEW AND DISCUSSION	86	(2)
CASE STUDY: RIVERSIDE STATE HOSPITAL	88	(4)
CHAPTER 4 The Systems Perspective on Organizations and Communication	92	(25)
The Systems Perspective	93	(5)
Historical and Cultural Background	94	(4)
The Origins of Systems Theory in the Sciences	94	(1)
Biology and General Systems Theory	95	(3)
From Biology to Organizational Communication	98	(1)
What Is a System?	98	(6)
Environment and Open Systems	99	(1)
What Would You Do? 4.1 The Addictive Organizational System	100	(1)
Interdependence	101	(1)
Goals	102	(1)
Processes and Feedback	103	(1)
Openness, Order, and Contingency	104	(1)
The Appeal of Systems Theory for Organizational Communication	104	(13)
Margaret Wheatley's New Science of Leadership	105	(1)
Peter Senge's Learning Organization	106	(1)
Karl Weick's Sense-Making Model	107	(4)
Retrospective Sense Making	109	(1)
Loose Coupling	110	(1)
Partial Inclusion	111	(1)
SUMMARY	111	(3)
QUESTIONS FOR REVIEW AND DISCUSSION	114	(1)
CASE STUDY: CRISIS IN THE ZION EMERGENCY ROOM	115	(2)
CHAPTER 5 Cultural Studies of Organizations and Communication	117	(30)
The Cultural Approach	117	(3)
Cultures as Symbolic Constructions	118	(2)
Historical and Cultural Background	120	(10)
Factors Contributing to the Rise of Organizational Culture	120	(10)
Social Trends	120	(2)
Methodology	122	(4)
Practicality	126	(4)
Five Views of Organizational Culture	130	(9)
Comparative Management	130	(1)
Corporate Culture	131	(2)
Organizational Cognition	133	(1)
Organizational Symbolism	133	(2)
Critical and Postmodern Views	135	(4)
Integration	137	(1)
Differentiation	137	(1)
Fragmentation	138	(1)
A Communication Perspective on Organizational Culture	139	(8)
SUMMARY	139	(2)
What Would You Do? 5.1 The Politics of Interpreting Culture	141	(1)
QUESTIONS FOR REVIEW AND DISCUSSION	142	(1)
CASE STUDY I: THE NEW DOJO	143	(2)
CASE STUDY II: STUDYING THE CULTURE OF MEETINGS	145	(2)
CHAPTER 6 Critical Approaches to Organizations and Communication	147	(33)
Critical Theory	148	(4)
Historical and Cultural Background	148	(1)
The Rise of Critical Theory in the United States	148	(2)
The Centrality of Power	150	(2)
Power and Ideology	152	(8)
The Hidden Power of Cultures: Native Assumptions	153	(1)
The Hidden Power of Ideology: Manufactured Consent	154	(1)
The Hidden Power of Communication: Myths, Metaphors, and Stories	155	(2)
What Would You Do? 6.1 Metaphors Can Suspend Critical Thinking	157	(1)
The Hidden Power of Organizational Communication: Politics	158	(1)
The Hidden Power of Society: Hegemony	159	(1)
Critical Theories of Power	160	(7)
Feminist Theory	160	(5)
Work-Hate Narratives	165	(2)
Power, Negotiation, and Conflict	167	(3)
Pro-People or Pro-Profits?	170	(4)
What Would You Do? 6.2 From "The Ethicist" by Randy Cohen	171	(3)
Critical Theory and Organizational Communication Research	174	(6)
SUMMARY	175	(1)
QUESTIONS FOR REVIEW AND DISCUSSION	176	(2)
CASE STUDY I: THE BRILLIANT ENGINEER	178	(1)
CASE STUDY II: THE WOMAN IN QUESTION	179	(1)
CHAPTER 7 Alternatives to Hierarchy	180	(17)
Paradigms Lost	181	(1)
Alternative Metaphors for Organizing	181	(7)
Networks	182	(1)
Narrative	183	(3)
Performance	186	(2)
A Postmodern Aesthetic	188	(9)
SUMMARY	189	(1)
What Would You Do? 7.1 A Dilemma of Postmodern Ethics	190	(1)
QUESTIONS FOR REVIEW AND DISCUSSION	191	(1)
CASE STUDY I: THE WORKPLACE OF THE FUTURE	192	(1)
CASE STUDY II: DESIGNING A NEW UNIVERSITY	193	(4)
PART III Levels of Analysis
CHAPTER 8 The Experience of Work	197	(36)
The Experience of Work within Organizations	198	(27)
Assimilation: Entering the Organizational Dialogue	199	(4)
Anticipatory Socialization	199	(1)
Organizational Assimilation	200	(2)
Organizational Turning Points	202	(1)
Indicators of Cooperation	203	(5)
Job Satisfaction	203	(1)
Job Involvement	204	(1)
Organizational Identification	204	(1)
Organizational Commitment	205	(1)
Employee Empowerment	206	(1)
Employee Productivity	207	(1)
What Would You Do? 8.1 Deadbeats on Notice	208	(1)
Indicators of Resistance	209	(14)
Stress and Burnout	210	(13)
New Directions for Work Organization	223	(2)
The Experience of Work outside Organizations	225	(8)
Outsourcers: The New Economy	226	(1)
Self-Reliance: Developing a New Skill Set	227	(2)
SUMMARY	229	(1)
QUESTIONS FOR REVIEW AND DISCUSSION	230	(1)
CASE STUDY I: THE DILEMMA OF THE EMPOWERED DANCER	231	(1)
CASE STUDY II: DEVELOPING A SKILL SET	232	(1)
CHAPTER 9 Interpersonal Relationships and Organizational Communication	233	(42)
Interpersonal Relationships Are One Key to Success	234	(19)
Communicating with Customers	235	(2)
The Customer Service Revolution	235	(2)
Communicating with Supervisors	237	(4)
Semantic-Information Distance	237	(1)
Upward Distortion	238	(1)
Managing the Boss	239	(2)
Communicating with Peers	241	(3)
Within-Group Communication	241	(1)
Cross-Functional Communication	242	(2)
Unstructured Peer Communication	244	(1)
Communicating with Employees	244	(3)
Openness	245	(1)
Supportiveness	246	(1)
What Would You Do? 9.1 Managing the Superior-Subordinate Relationship	247	(6)
Motivation	248	(4)
Empowerment	252	(1)
New Directions in Leadership	253	(5)
Learning Leadership Skills	256	(1)
Leadership and Organizational Effectiveness	256	(2)
Obstacles to Interpersonal Relationships I: Working the Boundaries	258	(17)
Cultural Boundaries	258	(3)
Ways of Thinking and Acquiring Knowledge	259	(1)
Ways of Doing and Achieving	259	(1)
Ways of Thinking about Universal Issues	260	(1)
Nonverbal Dimensions of Culture	260	(1)
Negotiating a Middle Ground	261	(1)
Physical Boundaries	261	(1)
Emotional Boundaries	262	(5)
Romantic Relationships at Work	263	(1)
Boundary Violations: Harassment and Sexual Harassment	263	(4)
Obstacles to Organizational Communication II: Relational Dialectics and Relational Conflict	267	(2)
Relational Dialectics	267	(1)
Working through Relational Conflict	268	(1)
SUMMARY	269	(1)
QUESTIONS FOR REVIEW AND DISCUSSION	270	(1)
CASE STUDY I: THE TOTAL EMPOWERMENT PROGRAM	271	(2)
CASE STUDY II: SEXUAL HARASSMENT OF A COLLEGE INTERN	273	(2)
CHAPTER 10 Communicating in Teams and Networks	275	(35)
Teams	276	(20)
What Is a Team-Based Organization?	276	(20)
Types of Teams	277	(1)
Project Teams	277	(1)
Work Teams	278	(1)
Quality-Improvement Teams	280	(1)
What Would You Do? 10.1 The Dilemmas of Midlevel Management in Fostering Empowerment	281	(1)
Virtual Teams	282	(1)
Communicative Dimensions of Teamwork	282	(1)
Roles	283	(1)
Norms	284	(1)
Decision Making	284	(1)
Conflict and Consensus	287	(1)
Cultural Diversity in Teams	289	(2)
Team Learning	291	(3)
A Retreat from Teams?	294	(2)
Networks	296	(10)
Types of Networks	296	(3)
Small-Group Communication Networks	296	(2)
Emergent Communication Networks	298	(1)
Communication Networks	299	(4)
Patterns of Interaction	299	(2)
Communication Network Roles	301	(1)
Content of Communication Networks	302	(1)
Interorganizational Communication Networks	303	(2)
The Networked Society	305	(1)
Creativity and Constraint in Teams and Networks	306	(4)
SUMMARY	306	(1)
QUESTIONS FOR REVIEW FOR DISCUSSION	307	(1)
CASE STUDY I: THE NETWORKED UNIVERSITY	308	(1)
CASE STUDY II: THE NETWORKED COMMUNITY	309	(1)
CHAPTER 11 Managing the Total Enterprise: Communication and Strategic Change	310	(37)
Positioning the Organization	311	(5)
Competitive Strategy	311	(2)
Types of Business Strategies	313	(2)
Strategy and the Business Life Cycle	315	(1)
Strategic Alignment	316	(4)
The Original 7-S Model of Strategic Alignment	317	(3)
Human Resources	320	(5)
Talent	321	(3)
Targeted Selection	322	(1)
Performance Management	322	(1)
Training and Development	323	(1)
Organizational Development	324	(1)
Organizational Learning	325	(9)
Learning Basic Skills	325	(3)
Learning New Technologies	328	(1)
Types of Communication Technology	328	(1)
Effects of Communication Technology	329	(2)
What Would You Do? 11.1 Surfing Sickness	331	(1)
Synchronicity and Media Richness	332	(1)
Secrecy and Privacy	333	(1)
Mediated Interpersonal Communication	334	(1)
Emerging Technologies	334	(3)
Biotechnology	334	(2)
Virtual Reality	336	(1)
Moral Dimensions of Organizational Communication	337	(10)
Communication Ethics	337	(1)
Ecological Responsibility	338	(1)
What Would You Do? 11.2 Who's Responsible?	339	(1)
SUMMARY	340	(1)
QUESTIONS FOR REVIEW AND DISCUSSION	341	(1)
CASE STUDY I: ADVERTISING AND THE AMERICAN WAY OF LIFE	342	(1)
CASE STUDY II: HACKED OFF	343	(4)
PART IV Applications
CHAPTER 12 Working with Integrity: Organizational Communication as Disciplined Practice	347	(18)
Conscious Communication and Mindful Communication Practices	348	(2)
Mindful and Mindless Communication	348	(1)
Becoming More Mindful	349	(1)
Conscious Integrity	350	(1)
New Logics of Organizing	351	(2)
Management as Poetry	352	(1)
Communication as Discourse, Voice, and Performance	352	(1)
Mindfulness, Integrity, and the Experience of Work	353	(1)
Cultivating Interpersonal Integrity and Relational Mindfulness	354	(3)
Thinking Together: Mindful Dialogue in Relationships, Groups, Teams, and Networks	357	(1)
Applying What You've Learned	358	(7)
King Dick	359	(1)
Miss Elizabeth	360	(1)
Phone Rage	361	(1)
Whistle While You Work?	362	(1)
CONCLUSION	363	(2)
APPENDIX A Field Guide to Studying Organizational Communication	365	(10)
Finding an Organization to Study	366	(1)
Framing Your Study	367	(1)
Ten Assumptions about Doing Field Research	368	(2)
How to Study Naturalistic Communication in an Organization: A Basic Process Outline with Commentary	370	(4)
Typical Organization of a Paper Based On Field Study Methods	374	(1)
References	375	(34)
Author Index	409	(6)
Subject Index	415