Fundamentals of organizational communication: knowledge, sensitivity, skills, values
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Boston ; Munich [u.a.]
Pearson
2009
|
| Ausgabe: | 7. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | XXVIII, 463 S. graph. Darst. |
| ISBN: | 0205545955 9780205545957 |
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| 245 | 1 | 0 | |a Fundamentals of organizational communication |b knowledge, sensitivity, skills, values |c Pamela S. Shockley-Zalabak |
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Datensatz im Suchindex
| _version_ | 1804137628642050048 |
|---|---|
| adam_text | CONTENTS IN BRIEF
CHAPTER ONE
Organizational Communication: A Competency-Based Approach 1
CHAPTER TWO
Theoretical Perspectives for Organizational Communication 26
CHAPTER THREE
Communication Implications of Major Organizational Theories 65
CHAPTER FOUR
Organizational Communication:
Values and Ethical Communication Behaviors 99
CHAPTER FIVE
Individuals in Organizations 138
CHAPTER SIX
Groups in Organizations 184
CHAPTER SEVEN
Leadership and Management Communication 214
CHAPTER EIGHT
Participating in Organizations: Developing Critical Organizational
Communication Competencies 258
CHAPTER NINE
Organizational Conflict: Communicating for Effectiveness 293
CHAPTER TEN
Strategic Organizational Communication: Professional Applications
of Organizational Communication 335
CHAPTER ELEVEN
Organizational Change and Communication 365
CHAPTER TWELVE
Applications of Organizational Communication 395
VII
CONTENTS
Preface xxv
CHAPTER ONE
Organizational Communication:
A Competency-Based Approach 1
The Changing Nature of Organizations and Work 2
The Communications Era 2
Communication: The Key to Organizational Excellence 4
Excellence in Communication: Communication Competency 5
Organizational Communication: A Competency-Based Approach
¦ The What Business Is This of Ours? Case 8
Basics of Human Communication 9
Defining Communication 9
The Human Communication Process 10
Source/Receiver 10
Encoding/Decoding 10
Message 11
Channel 11
Noise 11
Competence 12
Field of Experience 12
Communication Context 12
Effect 13
The Construction of Shared Realities 13
Concepts of Organizations 14
Definitions of Organizational Communication 15
Organizational Communication as Process 15
IX
CONTENTS
Organizational Communication as People 16
Organizational Communication as Messages 16
Organizational Communication as Meaning 16
Organizational Communication as Purpose 16
Self-Assessment of Personal Development Needs 17
Chapter Highlights 22
Workshop 22
¦ The Case against Hiring Karen Groves 23
¦ The What Do You Mean I m Not Getting a Raise? Case 24
Tips for Effective Communication 24
References and Suggested Readings 25
CHAPTER TWO
Theoretical Perspectives for Organizational
Communication 26
¦ The Coronado Company s Quality Defects Case 27
Introduction 27
The Functional Approach 29
Organizational Communication Systems: Component Parts 29
Communication Inputs 30
Communication Throughput 30
Communication Output 31
Open versus Closed Systems 31
Message Functions 31
Organizing Functions 32
Relationship Functions 33
Change Functions 33
Message Structure 34
Communication Networks 34
Communication Channels 36
Message Direction 37
Communication Load 38
Message Distortion 38
The Functional Approach: Summary of Essential Characteristics 39
CONTENTS XI
The Meaning-Centered Approach 40
Communication as Organizing and Decision Making 41
Communication as Influence 43
Identification 43
Socialization 44
Communication Rules 45
Power 46
Communication as Culture 47
Communication Climate 48
The Meaning-Centered Approach: Summary of Essential Characteristics 49
Emerging Perspectives 49
Communication as Constitutive Process 50
Postmodernism and Organizational Communication 50
Critical Theory and Organizational Communication 51
Feminist Perspectives and Organizational Communication 52
Institutions and Organizational Communication 54
Global Cultures and Organizational Communication 55
Technology and Organizational Communication 56
Emerging Perspectives: Summary of Essential Issues 57
Chapter Highlights 57
Workshop 58
¦ The United Concepts Advertising Agency Dilemma Case 59
¦ The Newcomers Aren t Welcome Here Case 60
Tips for Effective Communication 61
References and Suggested Readings 61
CHAPTER THREE
Communication Implications of Major
Organizational Theories 65
¦ The Davis Instrument Company s Manufacturing Crisis 66
Introduction 67
The Scientific Management School 68
Principles and Basic Activities for Scientific Management 68
Frederick Taylor • Henri Fayol • Max Weber
Communication Implications of Scientific Management Theories
in Contemporary Organizations 71
XII CONTENTS
The Human Behavior School 72
Major Human Behavior Theories 73
Mary Parker Follett • Elton Mayo • Douglas McGregor • Rensis Likert
Communication Implications of Human Behavior Theories
in Contemporary Organizations 76
Integrated Perspectives Viewpoints 77
Process and Environmental Approaches 78
Herbert Simon • Eric L. Trist and Kenneth W. Bamforth • Joan Woodward,
Paul Lawrence, and Jay Lorsch • Daniel Katz and Robert Kahn • Gareth
Morgan • Margaret Wheatley • Peter Senge
Cultural Approaches 82
Edgar Schein • Terrence Deal and Allen Kennedy • Thomas Peters and Robert Waterman
Joanne Martin and Peter Frost * Karl Weick
Communication Implications of Integrated Perspectives
in Contemporary Organizations 87
Postmodern, Critical, and Feminist Perspectives 89
Stewart Clegg • Jurgen Habermas • Marta Calas and Linda
Smircich • Karen Ashcraft
Communication Implications of Postmodern, Critical, and Feminist Perspectives
in Contemporary Organizations 91
Chapter Highlights 92
Workshop 93
¦ The What Do You Mean I m Not Going to Graduate? Case 95
¦ The We Never Had to Advertise Before Case 95
Tips for Effective Communication 96
References and Suggested Readings 96
CHAPTER FOUR
Organizational Communication: Values and Ethical
Communication Behaviors 99
¦ The Presidential Fact-Finding (Witch-Hunt?) Case 100
Introduction 101
Values in Organizational Communication 102
Organizational Value Systems 102
Organizational Values, Globalization, and Diversity 104
Individual Values 105
CONTENTS XIII
Appraising Your Individual Value System 109
Ethics in Organizational Communication 110
The Abuse of Ethics 110
Defining Ethics 111
Making Ethical Decisions 112
Defining Ethical Communication 114
Influences for Ethical Organizational Communication 115
Evaluating Ethical Behavior 115
Organizational Conundrums 116
Ethical Dilemmas in Organizational Communication 119
Representing Skills and Abilities 119
Communication Behaviors Related to Money 120
Communication Behaviors Related to Information
Collection and Dissemination 121
Personal Communication Behaviors 121
Communication Behaviors and Technology 122
Destructive Communication Behaviors 123
Planned Organizational Communication 124
Courage, Ethics, and Responsibility 125
Developing Ethical Standards in Organizational
Communication 125
Ethical Dilemmas in Organizational Communication 125
Chapter Highlights 130
Workshop 130
People, Planet, and Profit: Sustainability
and the Triple Bottom Line, Laura Quinn 131
GreenBean Coffee, Inc. —Is It Our Responsibility? Laura Quinn 134
Tips for Effective Communication 136
References and Suggested Readings 136
CHAPTER FIVE
Individuals in Organizations 138
¦ Dave Green s First Real Job 139
Introduction 139
XiV CONTENTS
Individuals in Organizations 140
The Intrapersonal Experience 142
¦ Dave Green: The Intrapersonal Experience 142
Motivation 143
Abraham Maslow • Frederick Herzberg • 6. F. Skinner • Gerald Salancik
and Jeffrey Pfeffer
Predispositions for Organizational Communication Behaviors 148
Leadership and Conflict Preferences 149
Communication Competency 150
Interpersonal Experiences 150
¦ Dave Green: Interpersonal Experiences 150
Forming Interpersonal Relationships 151
Supervisors and Employees 152
Peers 155
Customers and Vendors 157
Communication Networks
and Interpersonal Relationships 158
Diversity and Interpersonal Relationships 161
Trust and Interpersonal Relationships 163
Technology and Interpersonal Relationships 164
Increasing Interpersonal Effectiveness 165
Valuing Diversity 166
Cultural Intelligence 169
Active Listening 169
Guidelines for Good Listening 171
Descriptive Messages 172
Chapter Highlights 174
Workshop 174
The Marketing Department Has a Diversity Issue,
Amy Martz and Anita Foeman 176
Are We So Different We Can t Work Together?
Adelina M. Gomez 177
Tips for Effective Communication 179
References and Suggested Readings 180
CONTENTS XV
CHAPTER SIX
Groups in Organizations 184
¦ Dave Green s Small-Group Experiences 185
Introduction 185
Small-Group Experiences 186
Types of Groups 187
Primary Work Teams 187
Directional Groups 190
Quality Teams 190
Task Force Groups 191
Steering Committees 192
Focus Groups 192
Geographically Diverse Teams 193
Social Support Groups 193
The Team-Based Organization 193
Communities of Practice 195
Workplace Democracy 196
Group Development 196
Group Stages 197
Group Communication Roles 198
Working in Groups 199
Diverse Work Groups 200
Creativity and Collaboration 201
Virtual Groups 202
Groups and Technology Use 203
Increasing Group Participation Effectiveness 204
Negative Participation Behaviors 204
Positive Participation Behaviors 205
Chapter Highlights 206
Workshop 207
Tips for Effective Communication 211
References and Suggested Readings 212
XVI CONTENTS
CHAPTER SEVEN
Leadership and Management Communication 214
¦ The Case of the Invisible Manager 215
Introduction 215
The Importance of Leadership
and Management Communication 216
Theories of Leadership and Management 218
Trait Approaches 218
Style Approaches 218
Situational Approaches 225
Transformational Approaches 227
Distinctions between Leadership and Management 230
Leadership and Management Challenges 231
Changing Organizational Forms 231
Global and Multicultural Changes 232
High-Speed Management 233
High-Participation Processes 234
Determinants of Leadership Effectiveness 235
Communication Competencies as Determinants of
Leadership Effectiveness 235
Predispositions for Leadership Communication 235
Strategic Communication Objectives for Leadership 236
Communication Tactics for Leadership 238
Power Bases for Leaders 239
Situational Analysis for Leadership 243
Increasing Leadership Effectiveness 243
Principled and Ethical Leadership 244
Identifying Constructive Communication Behaviors for Leadership 246
Chapter Highlights 247
Workshop 248
Leadership That Transforms, Michael Z. Hackman
and Craig Johnson 250
Tips for Effective Communication 255
References and Suggested Readings 255
CONTENTS XVII
CHAPTER EIGHT
Participating in Organizations: Developing Critical
Organizational Communication Competencies 258
¦ The Decisions, Problems, More Decisions Case 259
Introduction 259
Defining Decision Making and Problem Solving 260
Influences for Decision Making and Problem Solving 261
Culture 261
The Decision/Problem Issue 263
Communication Competency 263
Technical Competency 263
Methods for Decision Making and Problem Solving 264
Individual Approaches 264
Leader Mandate 264
Majority Rule 264
Powerful Minority 265
Consensus 265
Barriers to Effective Decision Making and Problem Solving 265
Organizational Barriers 266
Task and Procedural Barriers 267
Interpersonal Barriers 267
Problem-Solving Processes 267
The Standard Agenda: A Rational Model 268
Brainstorming 268
The Delphi Technique 269
Experientially Based Processes 270
Increasing Decision-Making and Problem-Solving Effectiveness 270
Interaction Process Skills 270
Fact-Finding and Evaluation Skills 271
Information Criteria 272
¦ The Spending More to Save More Presentation Case 273
Interviews in Organizations 274
The Informational Interview 274
The Employment Interview 275
XVIII CONTENTS
The Performance Appraisal Interview 276
The Complaint Interview 276
The Counseling Interview 277
The Media Interview 277
Increasing Interview Effectiveness 277
Presentations in Organizations 279
Types of Organizational Presentations 280
Training/Educational Presentations 281
Informational Presentations 281
Persuasive Presentations 282
Increasing Presentation Effectiveness 283
Increasing Credibility 283
Audience and Context Analysis 283
Preparation of Material 284
Preparation for Presenting 284
Handling Participation 285
Communications Technology in Organizations 285
Preparation for Communications Technology 287
Chapter Highlights 287
Workshop 288
Tips for Effective Communication 291
References and Suggested Readings 291
CHAPTER NINE
Organizational Conflict: Communicating
for Effectiveness 293
¦ The Middlesex Insurance Company Case 294
Introduction 294
Defining and Describing Conflict Processes 295
Defining Conflict 295
Conflict Contexts 295
Conflict Causes 297
Conflict Episodes 299
CONTENTS XIX
The Individual in Organizational Conflict 302
Orientations/Predispositions/Styles 303
Strategic Objectives 308
Communication Tactics in Conflict 309
Emotion during Conflict 312
Groups in Organizational Conflict 313
Group Members in Conflict 314
Procedural Conflict 315
Interpersonallssues 315
Substantive Issues 315
Groupthink 315
Group Conflict Management Processes 316
Power and Organizational Conflict 317
Conflict with Customers and Vendors 317
Special Types of Organizational Conflict: Sexual Harassment,
Discrimination, Ethical Abuses 318
Productively Engaging in Conflict 321
Supportive Climates, Ethical Behaviors, Principled Negotiation,
and Co-Construction 321
Guidelines for Productive Conflict 324
A Process for Productive Conflict 325
The Process 325
Chapter Highlights 327
Workshop 328
¦ The New Career Development Program That Ruins Careers Case 330
Tips for Effective Communication 332
References and Suggested Readings 332
CHAPTER TEN
Strategic Organizational Communication: Professional
Applications of Organizational Communication 335
¦ The Press and the Stockholders Want to Know Case 336
Introduction 336
XX CONTENTS
Describing Strategic Organizational Communication 337
Perspectives on Strategic Organizational Communication 338
The Organization and Its Environment 339
Multiple Publics 340
Environmental Scanning 341
The International Environment 342
Strategic Management 342
Strategic Organizational Communication 344
Public Relations 344
Managing an Organization s Image or Reputation 345
Internal Communications 346
Public Affairs and Issues Management 347
Media Relations 349
Risk and Crisis Communication 350
Marketing 354
The Marketing Mix 355
Branding 356
The Emergence of Integrated Marketing Communications 356
Relationship Marketing and the Use of Marketing Databases 356
Ethical Issues in Strategic Organizational Communication 357
Chapter Highlights 358
Workshop 358
Communication about Risk and Crisis in the 21st Century,
Sherwyn P. Morreale 359
Tips for Effective Communication 362
References and Suggested Readings 363
CHAPTER ELEVEN
Organizational Change and Communication 365
¦ The Techtron Computers Want to Survive, Go Public,
and Then What? Case 366
Introduction 366
CONTENTS XXI
The Pace of Change 367
Developing and Sustaining Organizational
Excellence 369
Barriers to Change 370
Complacency 370
Organizational Silence 370
Knowledge or Information Deficits 371
Risk Perception 371
Uncertainty 371
Active and Passive Resistance 372
Organizational Trust 372
The Leadership of Development and Change 373
The Purchase Model 374
The Doctor-Patient Model 375
The Process Model 375
Planned Development and Change 375
Data Collection 375
Data Evaluation 377
Planning and Implementing Solutions 378
Evaluating Results 380
Appreciative Inquiry 381
Communicating about Change 381
Chapter Highlights 383
Workshop 383
¦ Jane Edwards s Problem Employee 384
¦ The Case of the Poorly Written Manual 384
¦ The Transition of Stanley Manufacturing 384
¦ The Crisis at Homes for the Homeless 385
¦ Mason Financial Is Working at Capacity 385
¦ Changes for Hewlett Designers 386
¦ Into the Pit and Out Again: An Organizational Turnaround,
Nina Polok 387
XXII CONTENTS
Tips for Effective Communication 393
References and Suggested Readings 393
CHAPTER TWELVE
Applications of Organizational Communication 395
¦ The Where Do We Go from Here? Case 396
Introduction 396
Choosing a Communication Career 397
Knowledge for Employment Matching 398
Sensitivity for Employment Matching 398
Skills for Employment Matching 399
Values for Employment Matching 399
Career Choices in Organizational Communication 400
Internal Communication 402
External Communications 403
Sales 403
Human Services 404
Education 404
Research: Information Management 404
Management 405
Consulting 406
Additional Options for Organizational Communication 406
Educational Preparation for Organizational
Communication Careers 407
Careers in the Twenty-First Century 407
Old versus New Career Paradigms 408
Protean Careers 409
The Boundaryless Career 409
Twenty-First-Century Organizational Forms and Career Skills 410
Networked Organization 410
Cellular Organization 411
Team-Based Careers 412
CONTENTS XXIII
Chapter Highlights 412
Workshop 413
So What Are You Doing after Graduation? Some Reflections of
a Former Xerox Salesperson, Donald D. Morley 420
Tips for Effective Communication 423
References and Suggested Readings 423
APPENDIX
Putting It All Together 425
Cases 425
I Can t Believe Our Entire World Is Wired 429
How Did This Harm Occur? 430
Granite City s Homeless Shelter: Doing More with Less 431
Dennison Computer Corporation—A Lesson in Organizational Culture 432
China, India, and Oklahoma City: Working Together, but How? 435
Don Augustine s Disappointed Staff 436
Dora Cartwright s Leadership Dilemma 437
Kathy s Stubborn, Smart Streak 438
Brian James Doesn t Know What to Believe 438
I Am Tired and Stressed 439
I Thought I Gave Them Everything 439
Ann Cartwright, Vice President of Drummond Industries 440
The Rule Here Is to Do What Management Wants 441
Two Men—Two Issues—Two Japanese Workers, Rieko McAdams 441
Grayson-Gerald Consulting, Maryanne Wanca-Thibault 442
I Thought We Were a Team 443
The Internal Communications Dilemma 444
The Reluctant Team Member 444
What Happened to the Value of Networking? 445
The Walking the Talk Manager 446
Working Together at a Distance 446
Career and Personal Needs Just Don t Mix 447
The Power of Symbols: Creating Corporate Identity at Agilent Technologies,
Michael Z. Hackman and Ross Campbell 448
XXIV CONTENTS
The Competitive Leak Is More Than a Crisis 449
The CEO Puts Her Foot in Her Mouth 449
Name Index 451
Subject Index 459
|
| adam_txt |
CONTENTS IN BRIEF
CHAPTER ONE
Organizational Communication: A Competency-Based Approach 1
CHAPTER TWO
Theoretical Perspectives for Organizational Communication 26
CHAPTER THREE
Communication Implications of Major Organizational Theories 65
CHAPTER FOUR
Organizational Communication:
Values and Ethical Communication Behaviors 99
CHAPTER FIVE
Individuals in Organizations 138
CHAPTER SIX
Groups in Organizations 184
CHAPTER SEVEN
Leadership and Management Communication 214
CHAPTER EIGHT
Participating in Organizations: Developing Critical Organizational
Communication Competencies 258
CHAPTER NINE
Organizational Conflict: Communicating for Effectiveness 293
CHAPTER TEN
Strategic Organizational Communication: Professional Applications
of Organizational Communication 335
CHAPTER ELEVEN
Organizational Change and Communication 365
CHAPTER TWELVE
Applications of Organizational Communication 395
VII
CONTENTS
Preface xxv
CHAPTER ONE
Organizational Communication:
A Competency-Based Approach 1
The Changing Nature of Organizations and Work 2
The Communications Era 2
Communication: The Key to Organizational Excellence 4
Excellence in Communication: Communication Competency 5
Organizational Communication: A Competency-Based Approach
¦ The "What Business Is This of Ours?" Case 8
Basics of Human Communication 9
Defining Communication 9
The Human Communication Process 10
Source/Receiver 10
Encoding/Decoding 10
Message 11
Channel 11
Noise 11
Competence 12
Field of Experience 12
Communication Context 12
Effect 13
The Construction of Shared Realities 13
Concepts of Organizations 14
Definitions of Organizational Communication 15
Organizational Communication as Process 15
IX
CONTENTS
Organizational Communication as People 16
Organizational Communication as Messages 16
Organizational Communication as Meaning 16
Organizational Communication as Purpose 16
Self-Assessment of Personal Development Needs 17
Chapter Highlights 22
Workshop 22
¦ The Case against Hiring Karen Groves 23
¦ The "What Do You Mean I'm Not Getting a Raise?" Case 24
Tips for Effective Communication 24
References and Suggested Readings 25
CHAPTER TWO
Theoretical Perspectives for Organizational
Communication 26
¦ The Coronado Company's Quality Defects Case 27
Introduction 27
The Functional Approach 29
Organizational Communication Systems: Component Parts 29
Communication Inputs 30
Communication Throughput 30
Communication Output 31
Open versus Closed Systems 31
Message Functions 31
Organizing Functions 32
Relationship Functions 33
Change Functions 33
Message Structure 34
Communication Networks 34
Communication Channels 36
Message Direction 37
Communication Load 38
Message Distortion 38
The Functional Approach: Summary of Essential Characteristics 39
CONTENTS XI
The Meaning-Centered Approach 40
Communication as Organizing and Decision Making 41
Communication as Influence 43
Identification 43
Socialization 44
Communication Rules 45
Power 46
Communication as Culture 47
Communication Climate 48
The Meaning-Centered Approach: Summary of Essential Characteristics 49
Emerging Perspectives 49
Communication as Constitutive Process 50
Postmodernism and Organizational Communication 50
Critical Theory and Organizational Communication 51
Feminist Perspectives and Organizational Communication 52
Institutions and Organizational Communication 54
Global Cultures and Organizational Communication 55
Technology and Organizational Communication 56
Emerging Perspectives: Summary of Essential Issues 57
Chapter Highlights 57
Workshop 58
¦ The United Concepts Advertising Agency Dilemma Case 59
¦ The "Newcomers Aren't Welcome Here" Case 60
Tips for Effective Communication 61
References and Suggested Readings 61
CHAPTER THREE
Communication Implications of Major
Organizational Theories 65
¦ The Davis Instrument Company's Manufacturing Crisis 66
Introduction 67
The Scientific Management School 68
Principles and Basic Activities for Scientific Management 68
Frederick Taylor • Henri Fayol • Max Weber
Communication Implications of Scientific Management Theories
in Contemporary Organizations 71
XII CONTENTS
The Human Behavior School 72
Major Human Behavior Theories 73
Mary Parker Follett • Elton Mayo • Douglas McGregor • Rensis Likert
Communication Implications of Human Behavior Theories
in Contemporary Organizations 76
Integrated Perspectives Viewpoints 77
Process and Environmental Approaches 78
Herbert Simon • Eric L. Trist and Kenneth W. Bamforth • Joan Woodward,
Paul Lawrence, and Jay Lorsch • Daniel Katz and Robert Kahn • Gareth
Morgan • Margaret Wheatley • Peter Senge
Cultural Approaches 82
Edgar Schein • Terrence Deal and Allen Kennedy • Thomas Peters and Robert Waterman
Joanne Martin and Peter Frost * Karl Weick
Communication Implications of Integrated Perspectives
in Contemporary Organizations 87
Postmodern, Critical, and Feminist Perspectives 89
Stewart Clegg • Jurgen Habermas • Marta Calas and Linda
Smircich • Karen Ashcraft
Communication Implications of Postmodern, Critical, and Feminist Perspectives
in Contemporary Organizations 91
Chapter Highlights 92
Workshop 93
¦ The "What Do You Mean I'm Not Going to Graduate?" Case 95
¦ The "We Never Had to Advertise Before" Case 95
Tips for Effective Communication 96
References and Suggested Readings 96
CHAPTER FOUR
Organizational Communication: Values and Ethical
Communication Behaviors 99
¦ The Presidential Fact-Finding (Witch-Hunt?) Case 100
Introduction 101
Values in Organizational Communication 102
Organizational Value Systems 102
Organizational Values, Globalization, and Diversity 104
Individual Values 105
CONTENTS XIII
Appraising Your Individual Value System 109
Ethics in Organizational Communication 110
The Abuse of Ethics 110
Defining Ethics 111
Making Ethical Decisions 112
Defining Ethical Communication 114
Influences for Ethical Organizational Communication 115
Evaluating Ethical Behavior 115
Organizational Conundrums 116
Ethical Dilemmas in Organizational Communication 119
Representing Skills and Abilities 119
Communication Behaviors Related to Money 120
Communication Behaviors Related to Information
Collection and Dissemination 121
Personal Communication Behaviors 121
Communication Behaviors and Technology 122
Destructive Communication Behaviors 123
Planned Organizational Communication 124
Courage, Ethics, and Responsibility 125
Developing Ethical Standards in Organizational
Communication 125
Ethical Dilemmas in Organizational Communication 125
Chapter Highlights 130
Workshop 130
People, Planet, and Profit: Sustainability
and the Triple Bottom Line, Laura Quinn 131
GreenBean Coffee, Inc. —Is It Our Responsibility? Laura Quinn 134
Tips for Effective Communication 136
References and Suggested Readings 136
CHAPTER FIVE
Individuals in Organizations 138
¦ Dave Green's First Real Job 139
Introduction 139
XiV CONTENTS
Individuals in Organizations 140
The Intrapersonal Experience 142
¦ Dave Green: The Intrapersonal Experience 142
Motivation 143
Abraham Maslow • Frederick Herzberg • 6. F. Skinner • Gerald Salancik
and Jeffrey Pfeffer
Predispositions for Organizational Communication Behaviors 148
Leadership and Conflict Preferences 149
Communication Competency 150
Interpersonal Experiences 150
¦ Dave Green: Interpersonal Experiences 150
Forming Interpersonal Relationships 151
Supervisors and Employees 152
Peers 155
Customers and Vendors 157
Communication Networks
and Interpersonal Relationships 158
Diversity and Interpersonal Relationships 161
Trust and Interpersonal Relationships 163
Technology and Interpersonal Relationships 164
Increasing Interpersonal Effectiveness 165
Valuing Diversity 166
Cultural Intelligence 169
Active Listening 169
Guidelines for Good Listening 171
Descriptive Messages 172
Chapter Highlights 174
Workshop 174
The Marketing Department Has a Diversity Issue,
Amy Martz and Anita Foeman 176
Are We So Different We Can't Work Together?
Adelina M. Gomez 177
Tips for Effective Communication 179
References and Suggested Readings 180
CONTENTS XV
CHAPTER SIX
Groups in Organizations 184
¦ Dave Green's Small-Group Experiences 185
Introduction 185
Small-Group Experiences 186
Types of Groups 187
Primary Work Teams 187
Directional Groups 190
Quality Teams 190
Task Force Groups 191
Steering Committees 192
Focus Groups 192
Geographically Diverse Teams 193
Social Support Groups 193
The Team-Based Organization 193
Communities of Practice 195
Workplace Democracy 196
Group Development 196
Group Stages 197
Group Communication Roles 198
Working in Groups 199
Diverse Work Groups 200
Creativity and Collaboration 201
Virtual Groups 202
Groups and Technology Use 203
Increasing Group Participation Effectiveness 204
Negative Participation Behaviors 204
Positive Participation Behaviors 205
Chapter Highlights 206
Workshop 207
Tips for Effective Communication 211
References and Suggested Readings 212
XVI CONTENTS
CHAPTER SEVEN
Leadership and Management Communication 214
¦ The Case of the Invisible Manager 215
Introduction 215
The Importance of Leadership
and Management Communication 216
Theories of Leadership and Management 218
Trait Approaches 218
Style Approaches 218
Situational Approaches 225
Transformational Approaches 227
Distinctions between Leadership and Management 230
Leadership and Management Challenges 231
Changing Organizational Forms 231
Global and Multicultural Changes 232
High-Speed Management 233
High-Participation Processes 234
Determinants of Leadership Effectiveness 235
Communication Competencies as Determinants of
Leadership Effectiveness 235
Predispositions for Leadership Communication 235
Strategic Communication Objectives for Leadership 236
Communication Tactics for Leadership 238
Power Bases for Leaders 239
Situational Analysis for Leadership 243
Increasing Leadership Effectiveness 243
Principled and Ethical Leadership 244
Identifying Constructive Communication Behaviors for Leadership 246
Chapter Highlights 247
Workshop 248
Leadership That Transforms, Michael Z. Hackman
and Craig Johnson 250
Tips for Effective Communication 255
References and Suggested Readings 255
CONTENTS XVII
CHAPTER EIGHT
Participating in Organizations: Developing Critical
Organizational Communication Competencies 258
¦ The Decisions, Problems, More Decisions Case 259
Introduction 259
Defining Decision Making and Problem Solving 260
Influences for Decision Making and Problem Solving 261
Culture 261
The Decision/Problem Issue 263
Communication Competency 263
Technical Competency 263
Methods for Decision Making and Problem Solving 264
Individual Approaches 264
Leader Mandate 264
Majority Rule 264
Powerful Minority 265
Consensus 265
Barriers to Effective Decision Making and Problem Solving 265
Organizational Barriers 266
Task and Procedural Barriers 267
Interpersonal Barriers 267
Problem-Solving Processes 267
The Standard Agenda: A Rational Model 268
Brainstorming 268
The Delphi Technique 269
Experientially Based Processes 270
Increasing Decision-Making and Problem-Solving Effectiveness 270
Interaction Process Skills 270
Fact-Finding and Evaluation Skills 271
Information Criteria 272
¦ The Spending More to Save More Presentation Case 273
Interviews in Organizations 274
The Informational Interview 274
The Employment Interview 275
XVIII CONTENTS
The Performance Appraisal Interview 276
The Complaint Interview 276
The Counseling Interview 277
The Media Interview 277
Increasing Interview Effectiveness 277
Presentations in Organizations 279
Types of Organizational Presentations 280
Training/Educational Presentations 281
Informational Presentations 281
Persuasive Presentations 282
Increasing Presentation Effectiveness 283
Increasing Credibility 283
Audience and Context Analysis 283
Preparation of Material 284
Preparation for Presenting 284
Handling Participation 285
Communications Technology in Organizations 285
Preparation for Communications Technology 287
Chapter Highlights 287
Workshop 288
Tips for Effective Communication 291
References and Suggested Readings 291
CHAPTER NINE
Organizational Conflict: Communicating
for Effectiveness 293
¦ The Middlesex Insurance Company Case 294
Introduction 294
Defining and Describing Conflict Processes 295
Defining Conflict 295
Conflict Contexts 295
Conflict Causes 297
Conflict Episodes 299
CONTENTS XIX
The Individual in Organizational Conflict 302
Orientations/Predispositions/Styles 303
Strategic Objectives 308
Communication Tactics in Conflict 309
Emotion during Conflict 312
Groups in Organizational Conflict 313
Group Members in Conflict 314
Procedural Conflict 315
Interpersonallssues 315
Substantive Issues 315
Groupthink 315
Group Conflict Management Processes 316
Power and Organizational Conflict 317
Conflict with Customers and Vendors 317
Special Types of Organizational Conflict: Sexual Harassment,
Discrimination, Ethical Abuses 318
Productively Engaging in Conflict 321
Supportive Climates, Ethical Behaviors, Principled Negotiation,
and Co-Construction 321
Guidelines for Productive Conflict 324
A Process for Productive Conflict 325
The Process 325
Chapter Highlights 327
Workshop 328
¦ The New Career Development Program That Ruins Careers Case 330
Tips for Effective Communication 332
References and Suggested Readings 332
CHAPTER TEN
Strategic Organizational Communication: Professional
Applications of Organizational Communication 335
¦ The Press and the Stockholders Want to Know Case 336
Introduction 336
XX CONTENTS
Describing Strategic Organizational Communication 337
Perspectives on Strategic Organizational Communication 338
The Organization and Its Environment 339
Multiple Publics 340
Environmental Scanning 341
The International Environment 342
Strategic Management 342
Strategic Organizational Communication 344
Public Relations 344
Managing an Organization's Image or Reputation 345
Internal Communications 346
Public Affairs and Issues Management 347
Media Relations 349
Risk and Crisis Communication 350
Marketing 354
The Marketing Mix 355
Branding 356
The Emergence of Integrated Marketing Communications 356
Relationship Marketing and the Use of Marketing Databases 356
Ethical Issues in Strategic Organizational Communication 357
Chapter Highlights 358
Workshop 358
Communication about Risk and Crisis in the 21st Century,
Sherwyn P. Morreale 359
Tips for Effective Communication 362
References and Suggested Readings 363
CHAPTER ELEVEN
Organizational Change and Communication 365
¦ The Techtron Computers "Want to Survive, Go Public,
and Then What?" Case 366
Introduction 366
CONTENTS XXI
The Pace of Change 367
Developing and Sustaining Organizational
Excellence 369
Barriers to Change 370
Complacency 370
Organizational Silence 370
Knowledge or Information Deficits 371
Risk Perception 371
Uncertainty 371
Active and Passive Resistance 372
Organizational Trust 372
The Leadership of Development and Change 373
The Purchase Model 374
The Doctor-Patient Model 375
The Process Model 375
Planned Development and Change 375
Data Collection 375
Data Evaluation 377
Planning and Implementing Solutions 378
Evaluating Results 380
Appreciative Inquiry 381
Communicating about Change 381
Chapter Highlights 383
Workshop 383
¦ Jane Edwards's Problem Employee 384
¦ The Case of the Poorly Written Manual 384
¦ The Transition of Stanley Manufacturing 384
¦ The Crisis at Homes for the Homeless 385
¦ Mason Financial Is Working at Capacity 385
¦ Changes for Hewlett Designers 386
¦ Into the Pit and Out Again: An Organizational Turnaround,
Nina Polok 387
XXII CONTENTS
Tips for Effective Communication 393
References and Suggested Readings 393
CHAPTER TWELVE
Applications of Organizational Communication 395
¦ The "Where Do We Go from Here?" Case 396
Introduction 396
Choosing a Communication Career 397
Knowledge for Employment Matching 398
Sensitivity for Employment Matching 398
Skills for Employment Matching 399
Values for Employment Matching 399
Career Choices in Organizational Communication 400
Internal Communication 402
External Communications 403
Sales 403
Human Services 404
Education 404
Research: Information Management 404
Management 405
Consulting 406
Additional Options for Organizational Communication 406
Educational Preparation for Organizational
Communication Careers 407
Careers in the Twenty-First Century 407
Old versus New Career Paradigms 408
Protean Careers 409
The Boundaryless Career 409
Twenty-First-Century Organizational Forms and Career Skills 410
Networked Organization 410
Cellular Organization 411
Team-Based Careers 412
CONTENTS XXIII
Chapter Highlights 412
Workshop 413
So What Are You Doing after Graduation? Some Reflections of
a Former Xerox Salesperson, Donald D. Morley 420
Tips for Effective Communication 423
References and Suggested Readings 423
APPENDIX
Putting It All Together 425
Cases 425
I Can't Believe Our Entire World Is Wired 429
How Did This Harm Occur? 430
Granite City's Homeless Shelter: Doing More with Less 431
Dennison Computer Corporation—A Lesson in Organizational Culture 432
China, India, and Oklahoma City: Working Together, but How? 435
Don Augustine's Disappointed Staff 436
Dora Cartwright's Leadership Dilemma 437
Kathy's Stubborn, Smart Streak 438
Brian James Doesn't Know What to Believe 438
I Am Tired and Stressed 439
I Thought I Gave Them Everything 439
Ann Cartwright, Vice President of Drummond Industries 440
The Rule Here Is to Do What Management Wants 441
Two Men—Two Issues—Two Japanese Workers, Rieko McAdams 441
Grayson-Gerald Consulting, Maryanne Wanca-Thibault 442
I Thought We Were a Team 443
The Internal Communications Dilemma 444
The Reluctant Team Member 444
What Happened to the Value of Networking? 445
The "Walking the Talk" Manager 446
Working Together at a Distance 446
Career and Personal Needs Just Don't Mix 447
The Power of Symbols: Creating Corporate Identity at Agilent Technologies,
Michael Z. Hackman and Ross Campbell 448
XXIV CONTENTS
The Competitive Leak Is More Than a Crisis 449
The CEO Puts Her Foot in Her Mouth 449
Name Index 451
Subject Index 459 |
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| discipline | Wirtschaftswissenschaften |
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| spelling | Shockley-Zalabak, Pamela Verfasser aut Fundamentals of organizational communication knowledge, sensitivity, skills, values Pamela S. Shockley-Zalabak 7. ed. Boston ; Munich [u.a.] Pearson 2009 XXVIII, 463 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Communication in organizations Kommunikation (DE-588)4031883-7 gnd rswk-swf Organisationsstruktur (DE-588)4115464-2 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Organisation (DE-588)4043774-7 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Kommunikation (DE-588)4031883-7 s DE-604 Organisation (DE-588)4043774-7 s 1\p DE-604 Organisationsstruktur (DE-588)4115464-2 s 2\p DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016484985&sequence=000004&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 2\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Shockley-Zalabak, Pamela Fundamentals of organizational communication knowledge, sensitivity, skills, values Communication in organizations Kommunikation (DE-588)4031883-7 gnd Organisationsstruktur (DE-588)4115464-2 gnd Unternehmen (DE-588)4061963-1 gnd Organisation (DE-588)4043774-7 gnd |
| subject_GND | (DE-588)4031883-7 (DE-588)4115464-2 (DE-588)4061963-1 (DE-588)4043774-7 |
| title | Fundamentals of organizational communication knowledge, sensitivity, skills, values |
| title_auth | Fundamentals of organizational communication knowledge, sensitivity, skills, values |
| title_exact_search | Fundamentals of organizational communication knowledge, sensitivity, skills, values |
| title_exact_search_txtP | Fundamentals of organizational communication knowledge, sensitivity, skills, values |
| title_full | Fundamentals of organizational communication knowledge, sensitivity, skills, values Pamela S. Shockley-Zalabak |
| title_fullStr | Fundamentals of organizational communication knowledge, sensitivity, skills, values Pamela S. Shockley-Zalabak |
| title_full_unstemmed | Fundamentals of organizational communication knowledge, sensitivity, skills, values Pamela S. Shockley-Zalabak |
| title_short | Fundamentals of organizational communication |
| title_sort | fundamentals of organizational communication knowledge sensitivity skills values |
| title_sub | knowledge, sensitivity, skills, values |
| topic | Communication in organizations Kommunikation (DE-588)4031883-7 gnd Organisationsstruktur (DE-588)4115464-2 gnd Unternehmen (DE-588)4061963-1 gnd Organisation (DE-588)4043774-7 gnd |
| topic_facet | Communication in organizations Kommunikation Organisationsstruktur Unternehmen Organisation |
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