CONTENTS
PREFACE = xi
PART 1 EFFECTIVE COMMUNICATION AS A MANAGEMENT PROCESS = 1
CHAPTER 1 THE ROLE OF COMMUNICATION IN MANAGEMENT = 3
The Job of Being a Manager = 4
Research of Communication Skills = 9
Key Theories of Management = 11
Managerial Communication = 17
Ethics : Right or Wrong? The Libeled Ex-Worker = 24
Communication in the Global Arena = 25
A Global Perspective : The Hazards of Doing Business Abroad = 33
CHAPTER 2 THE ROLE OF FORMAL COMMUNICATION IN THE ORGANIZATIONAL SETTING = 38
Organizational Culture = 39
A Global perspective : The Clash of Different Cultures = 43
Organizational Structure = 44
Recent Design Changes in American Organizational Structure = 49
Formal Communication Flow = 54
The Impact of Information Technology on the Organizational Structure = 67
Ethics : Right or Wrong? The Sears Automotive Scandal = 71
CHAPTER 3 THE ROLE OF INFORMAL COMMUNICATION IN THE ORGANIZATIONAL SETTING = 77
Informal Communication Flow = 78
Ethics : Right or Wrong? Rumor Control : Cellular Phones and Brain Cancer = 85
The Organizational Climate = 87
Communication Networks = 90
A Global Perspective : Communication Through Global Networks = 95
Auditing Organizational Communication = 96
PART 2 POTENTIAL BARRIERS TO AN EFFECTIVE COMMUNICATION PROCESS = 115
CHAPTER 4 PERCEPTION AS A POTENTIAL COMMUNICATION BARRIER = 117
Perception Defined = 118
Perception Problems in Information Processing = 119
Research on Person Perception = 122
Categories of Perception Types = 131
The Effects of Perceptual Errors = 134
A Global Perspective : The Right Person for the Right Overseas Assignment = 137
Methods for Correcting Perception-Based Problems = 139
Ethics : Right or Wrong? The Colombian Petrochemical Executive = 150
CHAPTER 5 WORD USAGE AS A POTENTIAL COMMUNICATION BARRIER = 155
Social Semantics Defined = 156
Words as Symbols = 160
Language Barriers Can Hamper the Global Manager = 173
Ethics : Right or Wrong? The Bilingual Employee = 175
A Global Perspective : The Necessity of Speaking a Foreign Language = 176
Translation and Translation Software = 178
CHAPTER 6 NONVERBAL COMMUNICATION : AUGMENTING OR CONTRADICTING THE VERBAL MESSAGE = 182
Nonverbal Communication Defined = 183
Environmental Communication = 185
Social Communication = 195
Physical Communication = 200
A Global Perspective : Gift Giving, Japanese Style = 211
Ethics : Right or Wrong? "Old Joe" Camel = 212
CHAPTER 7 LISTENING : HEARING AND UNDERSTANDING WHAT PEOPLE REALLY MEAN = 219
Listening = 220
Listening Skills Can Be Improved = 223
Reasons for Improving Listening Skills = 228
Types of Poor Listeners = 230
Improve Your Skill as a Listener = 232
Steps for Improving Interpersonal Listening Behavior = 235
Ethics : Right or Worng? Is Your Boss Listening? = 242
A Global Perspective : Listening Hints for Working in Other Countries = 243
PART 3 USING LANGUAGE TO CONVEY IDEAS AND ACHIEVE RESULTS = 251
CHAPTER 8 PRESENTATIONAL SPEAKING : MAKING A POSITIVE IMPRESSION = 253
Answering Initial Questions = 255
Organizing the Presentation = 256
Ethics : Right or Wrong? The Borrowed Speech = 264
Visually Packaging Verbal Supporting Material = 265
Using Technology to Your Advantage = 272
Constructing the Presentation = 275
Practicing the Presentation = 285
The Actual Performance = 290
A Global Perspective : Speaking Through an Interpreter = 296
CHAPTER 9 WRITTEN COMMUNICATION : PREPARING LETTERS AND MEMORANDA = 300
Letters and Memoranda = 302
Type of Messages : Direct, Indirect, and Persuasive = 310
A Global Perspective : Tone, Content, and Culture in Translation = 328
Ethics : Right or Wrong? Lena Guerrero's Credibility Gap = 329
CHAPTER 10 WRITTEN COMMUNICATION : PREARING REPORTS = 335
Report Writing = 336
Preliminaries : Preparing the Report = 337
A Global Perspective : The Impact of Chinese Formalities = 352
Ethics : Right or Wrong? Alton Kosch's Report on the Use of Company Property = 354
CHAPTER 11 WRITTEN COMMUNICATION : EDITING, THE POLISH THAT ACCOMPLISHES YOUR PURPOSE = 358
Turning Poor Writing into Professional Writing = 360
Electronic Editing and printing Options = 378
A Global perspective : Words in Translation = 381
Ethics : Right or Wrong? DSC's Communication Glitch = 382
PART 4 COMMUNICATION STRATEGIES FOR THE EFFECTIVE MANAGER = 389
CHAPTER 12 COMMUNICATION STRATEGIES : TEAMWORK AND LEADERSHIP = 391
The Importance of Social Interaction in the Organization = 393
Avoiding Groupthink = 403
Leadership Characteristics = 404
Leadership Styles = 405
A Situational Approach to Leadership = 407
A Model for Leader Effectiveness = 408
A Global Perspective : Leadership at the Moscow Low Voltage Equipment Factory = 412
Ethics : Right or Wrong? Maurice Barboza's Power Struggle = 413
CHAPTER 13 COMMUNICATION STRATEGIES : EFFECTIVE PROBLEM RESOLUTIONS = 419
Type of Problem Resolution = 421
A Six-Step Problem-Solving and Decision-Making Model = 427
Creative versus Analytical Problem Solving = 431
Impact of Personality on Problem Solving = 445
A Global Perspective : Asian Empowerment = 450
Ethics : Right or Wrong? Georgia Haddad's Presidential Challenge = 450
CHAPTER 14 COMMUNICATION STRATEGIES : MANAGING CONFLICT = 456
Conflict Defined = 458
Strategies for Resolving Conflict = 463
Individual Styles for Resolving Conflict = 466
Methods for Reducing Conflict = 468
Forms of Intervention = 469
Steps in Conflict Management = 475
A Global Perspective : Negotianting Across Cultures = 476
Ethics : Right or Wrong? Change and Conflict at the South Side Family and Children's Agency = 477
CHAPTER 15 COMMUNICATION STRATEGIES : MAKING MEETINGS WORK = 483
The Necessity of Meetings = 484
Types of Meetings = 487
Pre-Meeting Planning : The Basis of Effective Meetings = 492
The Pre-Meeting Checklist = 496
Facilitating the Meeting = 496
Rules of Procedure = 501
Following the Meeting = 502
A Global Perspective : Shoudu and the Contract System = 506
Ethics : Right or Wrong? ECS and the Flex-Time Project = 507
CHAPTER 16 COMMUNICATION STRATEGIES : CONDUCTING INTERVIEWS = 515
The Manager's Responsibility as an Interviewer = 517
Types of Interviews = 522
A Global Perspective : The International Job Search = 540
Ethics : Right or Wrong? Recruiting Advertising Strategies = 541
CHAPTER 17 COMMUNICATION STRATEGIES : MANAGING CHANGE = 545
The Change Stage of Problem Resolution = 547
The Forces of Change = 551
The Change Agent's Role = 555
Approaches to Change = 560
Total Quality Management = 565
Communicating Change = 566
A Global perspective : The Effects of Globalization on Implementing Change = 571
Ethics : Right or Wrong? The NCAA Challenge = 573
PART 5 OVERVIEW OF CHAPTERS = 579
Effective Communication as a Management Process = 581
Potential Barriers to an Effective Communication Process = 584
Nonverbal Communication : Augmenting or Contradicting the Verbal Message = 586
Listening : Hearing and Understanding What People Really Mean = 587
Using Language to Convey Ideas and Achieve Results = 588
Communication Strategies for the Effective Manager = 591
APPENDIX A DEFINING ETHICAL THEORY = 599
APPENDIX B SAMPLE REPORTS = 608
1. A Model Report = 609
2. A New Beginning for a New Century = 616
APPENDIX C ANSWERS TO EXERCISES IN CHAPTER 11 = 632
APPENDIX D SAMPLE PRESENTATIONS = 638
APPENDIX E COMPREHENSIVE CASE : " WHEN MACHINE MEETS MAN : THE SPACE SHUTTLE CHALLENGER DISASTER" = 652
APPENDIX F SAMPLE LETTER FORMATS = 681
INDEX = 684
