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Managerial Communication, 4/eby 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, its even-handed examination of oral and written channels, and its focus on managerial (as opposed to entry-level) competencies. The overriding principle for the revision was to preserve the book's key strengths while bringing it in line with the early twenty-first century workplace. The chapters have been streamlined and condensed to meet the needs of a busy contemporary manager and content was added to reflect current business practices.

Tabla de contenidos provista por Syndetics

• Part 1 Managing in Contemporary Organizations(p. 1)
• Chapter 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)
• Chapter 2 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)
• Chapter 3 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)
• Part 2 Managerial Writing Strategies(p. 67)
• Chapter 4 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)
• Stage 1 Planning(p. 73)
• What?(p. 73)
• Why?(p. 74)
• Who?(p. 74)
• When?(p. 75)
• Where?(p. 75)
• How?(p. 75)
• Stage 2 Composing(p. 76)
• Selecting Words(p. 76)
• Organizing Words for Effect(p. 85)
• Stage 3 Revising(p. 90)
• Summary(p. 91)
• Case for Small Group Discussion(p. 92)
• Exercises for Small Groups(p. 92)
• Endnotes(p. 94)
• Chapter 5 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)
• Chapter 6 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)
• Part 3 Strategies for Understanding Messages(p. 153)
• Chapter 7 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)
• Chapter 8 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)
• Chapter 9 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)
• Part 4 Interpersonal Communication Strategies(p. 211)
• Chapter 10 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)
• Chapter 11 Managerial Negotiation(p. 230)
• A Strategic Model for Negotiations(p. 231)
• Layer 1 Culture and Climate(p. 232)
• Layer 2 Sender, Receiver, and Purpose(p. 232)
• Purpose(p. 233)
• Layer 3 Time, Environment, Content, and Channel(p. 236)
• Time(p. 236)
• Environment(p. 237)
• Message Content(p. 239)
• Channel(p. 242)
• Layer 4 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)
• Chapter 12 Conducting Interviews(p. 252)
• Barriers to Effective Interviews(p. 252)
• Barrier 1 Differing Intentions(p. 252)
• Barrier 2 Bias(p. 253)
• Barrier 3 Confusing Facts with Inferences(p. 254)
• Barrier 4 Nonverbal Communication(p. 254)
• Barrier 5 Effects of First Impressions(p. 255)
• Barrier 6 Organizational Status(p. 255)
• Questions That Lead to Effective Interviews(p. 256)
• Question 1 What Is the Interview Objective?(p. 256)
• Question 2 Where Is the Best Place to Conduct the Interview?(p. 256)
• Question 3 What Is the Best Way to Begin the Interview?(p. 256)
• Question 4 What Is the Best Questioning Strategy?(p. 257)
• Question 5 What Is the Best Sequence for the Questions?(p. 257)
• Question 6 What Are the Best Types of Questions?(p. 258)
• Question 7 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)
• Part 5 Group Communication Strategies(p. 281)
• Chapter 13 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)
• Strategic Consideration 1 Should We Meet?(p. 287)
• Strategic Consideration 2 Premeeting Arrangements(p. 287)
• Strategic Consideration 3 Leadership Style(p. 292)
• Strategic Consideration 4 Decision-Making Format(p. 293)
• Strategic Consideration 5 Managing Disruptions(p. 296)
• Strategic Consideration 6 Follow-Up(p. 297)
• Summary(p. 300)
• Cases for Small Group Discussion(p. 300)
• Endnotes(p. 302)
• Chapter 14 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)