Managerial Communication: Strategies and Applications

Description

Managerial Communication, 5e by Geraldine Hynes focuses on skills and strategies that managers need in today’s workplace. This book continues to stand out in the field for its strategic approach, solid research base, comprehensive range of topics, even-handed examination of oral and written channels, and focus on managerial, not entry-level, competencies. The overriding principle for the revision was to preserve the book’s key strengths while reflecting the realities of the twenty-first century workplace. The chapters have been streamlined and condensed to meet the needs of a busy contemporary manager and content has been added to reflect current business practices. Title Table of Contents PART ONE MANAGING IN CONTEMPORARY ORGANIZATIONS 1 The Role of Communication in Contemporary Organizations A Brief Historical Overview of Managerial Communication Management Communication in Ancient Times The Industrial Revolution and Scientific Management The Administrative Approach The Human Relations Approach The Behavioral Approach Empowerment The Contingency Approach Contemporary Dynamics Affecting Communication Contingencies Diversity Competition and the Drive for Quality Ethics The Transition Summary Cases for Small Group Discussion Endnotes 2 The Managerial Communication Process Levels of Managerial Communication A Strategic Approach The First Layer The Second Layer The Third Layer Feedback and Measures of Effectiveness Critical Errors in Communication The Assumption-Observation Error The Failure to Discriminate Allness and the Process of Abstraction Summary Cases for Small Group Discussion Endnotes 3 Technologically Mediated Communication A Framework for Using Technologically Mediated Communication Bandwidth Perceived Personal Closeness Feedback A Symbolic Interactionist Perspective Matching Technology and the Message Message Sensitivity Message Negativity Message Complexity Message Persuasiveness A Look to the Future Technology Proliferation Decision Making Job and Organizational Design Collaboration The Management Challenge Summary Cases for Small Group Discussion Endnotes PART TWO MANAGERIAL WRITING STRATEGIES 4 Contemporary Managerial Writing Collaborative Writing Advantages of Collaborative Writing Disadvantages of Collaborative Writing Guidelines for Effective Collaborative Writing The Unique Role of Managerial Writing Stage One: Planning What? Why? Who? When? Where? How? Stage Two: Composing Selecting Words Organizing Words for Effect Stage Three: Revising Summary Case for Small Group Discussion Exercises for Small Groups Endnotes Chapter 5 Routine Messages Audience Adaptation Basis of the You Attitude Anticipating Questions Stressing Reader Benefits Avoiding Negatives Nonverbal Elements and the You Attitude Diction Strategies Direct Strategy Indirect Strategy Specific Types: Direct Messages Inquiries and Requests Positive Responses to Inquiries and Requests Claims Positive Responses to Claims Specific Types: Indirect Messages Negative Responses to Inquiries Refused Claims Persuasive Messages Letter Formats Internal Correspondence Memo Format E-Mail Format Memo and E-Mail Uses Types of Internal Correspondence Political Uses in Business Summary Cases for Small Group Discussion Endnotes 6 Management Reports and Proposals The Report Writing Process Groundwork Classification of Reports Strategic Considerations Format Arrangement of Points Organization of the Body Headings Transitions Memo and Letter Reports Memo Reports Letter Reports Elements of the Formal Report Front Matter The Report Proper Back Matter Visual Aids General Rules Pie Charts Bar Charts Line Graphs Tables Summary Communication Audit Report Cases for Small Group Discussion Endnotes PART THREE STRATEGIES FOR UNDERSTANDING MESSAGES 7 Managerial Listening Benefits of Listening Barriers to Listening General Techniques for Listening Specific Techniques for Active Listening Identifying the Main and Supporting Points Organizing the Message Summarizing the Message Visualizing the Message Personalizing the Message Taking Notes Specific Techniques for Interactive Listening Paraphrasing Questioning Listening to Informal Communication Listening to the Total Environment Developing a Listening Climate The Micro Listening Climate The Macro Listening Climate Summary Cases for Small Group Discussion Endnotes 8 Nonverbal Communication The Importance of Nonverbal Communication The Functions of Nonverbal Cues Movement Spatial Messages Spatial Zones Spatial Differences Strategic Use of Space Personal Appearance Voice Nonverbal Signs of Deception Baseline Movement Dress Personal Space Artifacts Voice Summary Cases for Small Group Discussion Endnotes 9 Intercultural Managerial Communication Rationale What Is Culture? Intercultural Myths Some of the Ways in Which We Differ Should You Learn the Language? Nonverbal Sensitivity Greetings Dress Space, Touch, and Posture Gestures Food Gifts What Is a Good Intercultural Communicator? Developing Interculturally Sensitive Managers Summary Case for Small Group Discussion Endnotes PART FOUR INTERPERSONAL COMMUNICATION STRATEGIES 10 Conflict Management Benefits of Conflict The Relationship Between Communication and Conflict Sources of Conflict Conflict and Perception Strategies in Conflict Resolution Avoiding Accommodating Forcing Compromising Problem Solving: The Win–Win Strategy Description of the Strategy Beliefs Necessary to Implement the Strategy Implementing the Strategy Conflict and Management Success Summary Cases for Small Group Discussion Endnotes 11 Managerial Negotiation Negotiation and Networking Negotiation and Conflict A Strategic Model for Negotiations Layer 1: Culture and Climate Layer 2: Sender, Receiver, and Purpose Purpose Layer 3: Time, Environment, Content, and Channel Time Environment Message Content Channel Layer 4: Core Strategies Surprise Bluff Stacking Fait Accompli Take It or Leave It Screen Summary Role Play Scenario Cases for Small Group Discussion Endnotes 12 Conducting Interviews Barriers to Effective Interviews Barrier 1: Differing Intentions Barrier 2: Bias Barrier 3: Confusing Facts with Inferences Barrier 4: Nonverbal Communication Barrier 5: Effects of First Impressions Barrier 6: Organizational Status Questions That Lead to Effective Interviews Question 1: What Is the Interview Objective? Question 2: Where Is the Best Place to Conduct the Interview? Question 3: What Is the Best Way to Begin the Interview? Question 4: What Is the Best Questioning Strategy? Question 5: What Is the Best Sequence for the Questions? Question 6: What Are the Best Types of Questions? Question 7: What Is the Best Way to Close the Interview? Employment Interviews Planning Legal Concerns The Employment Interview Process Performance Review Interviews Purpose Planning Process Supportive Environment Providing Feedback Establishing Goals Legal Concerns Networking Purpose How to Network Outcomes Summary Cases for Small Group Discussion Endnotes PART FIVE GROUP COMMUNICATION STRATEGIES 13 Managing Meetings and Teams Advantages and Disadvantages of Working in Teams Advantages of the Team Disadvantages of the Team Groupthink Strategic Considerations for Meetings Strategic Consideration 1: Should We Meet? Strategic Consideration 2: Who Should Attend? Strategic Consideration 3: Premeeting Arrangements Strategic Consideration 4: Leadership Style Strategic Consideration 5: Decision-Making Format Strategic Consideration 6: Managing Disruptions Strategic Consideration 7: Follow-Up Summary Cases for Small Group Discussion Endnotes 14 Making Formal Presentations Planning Your Presentation Purpose Length of the Presentation Audience Analysis Organizing Your Presentation Introduction Persuasive Presentations Informative Presentations Evidence Closing Questions Preparing Your Visual Aids Criteria Types Delivering Your Presentation Speaking Anxiety Speaker Notes Nonverbal Aspects Voice Quality Practice Using Electronic Media Effectively Summary Audience Analysis Guide Sheet Exercises for Small Groups Endnotes Appendix Supplemental Articles for Chapter 3— Technologically Mediated Communication 1. Texting vs. E-Mailing in Business—Anna Turri 2. Instant Messenger Communication in a Multinational Corporation—Stephen Hunt 3. Podcasting in Corporate America— Antonette Harvey 4. Blogs as a Business Communication Tool—Matthew O’Rourke 5. Hello—It’s India Calling: The Effect of Offshoring on Business—Anna Turri 6. Live Chat in E-Commerce—Anna Turri 7. Video Résumés—Anna Turri 8. E-Résumés in the 21st-Century Job Search—Harini Vemulapati 9. Monitoring in the Workplace—Anna Turri 10. Using E-Sensors to Improve Nonverbal Communication in Business—Matthew O’Rourke Index