Managerial Communication

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

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ISBN: 9780131161962 | 0131161962
Cover: Paperback
Copyright: 12/1/1994

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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.

Preface to Third Edition

PART ONE MANAGERIAL COMMUNICATION AND YOU

Managerial Communication

Creating Understanding in an Organized World

(28)

What Is Managerial Communication?

(2)

Let's Get Organized Here

(3)

A Back-to-Basics View of Communication

(2)

What's Wrong with a Simplified View of Communication?

(1)

Some Troublesome Misconceptions About Managerial Communication

(8)

Three Rules for Better Understanding

(2)

The Message Receiver Determines Communication Success

(1)

Levels of Communication Activity

(1)

Just How Important Is Managerial Communication?

(1)

Management Is Communication

(1)

The State Is Now Set

(1)

A Quick Summry of Major Ideas

(1)

Questions for Further Thought

(1)

Other Thoughts About Managerial Communication: Treat Them as Winners...and They Will Win

(2)

Notes

(2)

Personal Language Use and Communication Styles

The Way We Word

(25)

Why Perception Is Unique

(1)

Why Communication Styles Are Unique

(1)

Ways to Improve Language Use and Verbal Communication

(2)

Several Common Word Use Problems

(6)

Nonverbal Communication: Louder Than Words

(5)

The Effects of Nonverbal Communication

(1)

A Quick Summary of Major Ideas

(1)

Questions for Further Thought

(1)

Other Thoughts About Language Use: ``Meta-Talk,''

(5)

Other Thoughts About Language Use: Language Misuse Can Be a Symptom of Personality Problems

(1)

Notes

(2)

The Media and Tools of the Manager-Communicator

The Convenience-vs.-Confusion Tradeoff

(21)

The Media Themselves Communicate Meaning

(1)

What Is a Medium?

(1)

Recognizing Some Media Ground Rules

(3)

How Can a Manager Pick the Best Media?

(6)

Tools of the Manager-Communicator

(5)

A Quick Summary of Major Ideas

(1)

Questions for Further Thought

(1)

Other Thoughts About Communication Media and Tools: Making the Most of Voice Mail

(2)

Other Thoughts About Communication Media and Tools: Conversation with Al Gore, White House Vision

(1)

Notes

(1)

Intrapersonal Communication

The Voices Within

(20)

Attitudes and Intrapersonal Communication

(2)

Our Perception Skills

(4)

Other Factors Affecting Our Perceptions and Attitudes

(1)

Our Self-Concept and Disclosure Habits

(4)

Personal Authenticity and Internal Communication

(1)

A Quick Summary of Major Ideas

(1)

Questions for Further Thought

(1)

Other Thought About Intrapersonal Communication: Self-Concept and Self-Fulfilling Prophecies

(2)

Notes

(3)

PART TWO ORGANIZATIONAL EFFECTS ON COMMUNICATION

Ongoing Communication Process and Flow

(240)

Some Elements of an Organization's Communication System

(1)

Communication Flow and Networks of Interaction

(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

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Managerial Communication

Summary

Table of Contents

Supplemental Materials