Fundamentals of Organizational Communication PNIE, plus MyCommunicationKit without eText

Preface



Chapter One



Organizational Communication: A Competency-Based Approach

The Changing Nature of Organizations and Work

Challenges for Individuals and Organizations

The Communications Era

Communication: The Key to Organizational Excellence

Excellence in Communication: Communication Competency

Organizational Communication: A Competency-Based Approach

The "What Business Is This of Ours?" Case

Basics of Human Communication

Defining Communication

The Human Communication Process

Source/Receiver

Encoding/Decoding

Message

Channel

Noise

Competence

Field of Experience

Communication Context

Effect

The Construction of Shared Realities

Concepts of Organizations

Definitions of Organizational Communication

Organizational Communication as Process

Organizational Communication as People

Organizational Communication as Messages

Organizational Communication as Meaning

Organizational Communication as Purpose

Self-Assessment of Personal Development Needs

Chapter Highlights

Workshop

The Case against Hiring Karen Groves

The "What Do You Mean I'm Not Getting a Raise?" Case

Tips for Effective Communication

References and Suggested Readings



Chapter Two

Perspectives for Organizational Communication

The Coronado Company's Quality Defects Case

Introduction

The Functional Tradition

Organizational Communication Systems: Component Parts

Communication Inputs

Communication Throughput

Communication Output

Open versus Closed Systems

Message Functions

Organizing Functions

Relationship Functions

Change Functions

Message Structure

Communication Networks

Communication Channels

Message Direction

Communication Load

Message Distortion

The Functional Tradition: Summary of Essential Characteristics

The Meaning-Centered Approach

Communication as Organizing and Decision Making

Communication as Influence

Identification

Socialization

Communication Rules

Power

Communication as Culture

Communication Climate

The Meaning-Centered Approach: Summary of Essential Characteristics

Emerging Perspectives

Communication as Constitutive Process

Communication Constitutes Organization

Postmodernism and Organizational Communication

Critical Theory and Organizational Communication

Feminist and Race Perspectives and Organizational Communication

Institutions and Organizational Communication

Global Cultures and Organizational Communication

Technology and Organizational Communication

Emerging Perspectives: Summary of Essential Issues

Chapter Highlights

Workshop

The United Concepts Advertising Agency Dilemma Case

The "Newcomers Aren't Welcome Here" Case

Tips for Effective Communication

References and Suggested Readings



Chapter Three

Communication Implications of Major Organizational Theories

The Davis Instrument Company's Manufacturing Crisis

Introduction

The Scientific Management School

Principles and Basic Activities for Scientific Management

Frederick Taylor * Henri Fayol * Max Weber

Communication Implications of Scientific Management Theories in Contemporary Organizations

The Human Behavior School

Major Human Behavior Theories

Mary Parker Follett * Elton Mayo * Douglas McGregor * Rensis Likert

Communication Implications of Human Behavior Theories in Contemporary Organizations

Integrated Perspectives Viewpoints

Process and Environmental Approaches

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

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

Postmodern, Critical, and Feminist Perspectives

Stewart Clegg * Jurgen Habermas * Marta Calas and Linda Smircich * Karen Ashcraft

Communication Implications of Postmodern, Critical, and Feminist Perspectives in Contemporary Organizations

Chapter Highlights

Workshop

The "What Do You Mean I'm Not Going to Graduate?" Case

The "We Never Had to Advertise Before" Case

Tips for Effective Communication

References and Suggested Readings



Chapter Four

Organizational Communication: Values and Ethical Communication Behaviors

The Presidential Fact-Finding (Witch-Hunt?) Case

Introduction

Values in Organizational Communication

Organizational Value Systems

Organizational Values, Globalization, and Diversity

Individual Values

Appraising Your Individual Value System

Ethics in Organizational Communication

The Abuse of Ethics

Defining Ethics

Making Ethical Decisions

Defining Ethical Communication

Influences for Ethical Organizational Communication

Evaluating Ethical Behavior

Organizational Conundrums

Ethical Dilemmas in Organizational Communication

Representing Skills and Abilities

Communication Behaviors Related to Money

Communication Behaviors Related to Information Collection, Dissemination, Problem Solving, and Decision Making

Personal Communication Behaviors

Communication Behaviors and Technology

Destructive Communication Behaviors

Planned Organizational Communication

Courage, Responsibility, Trust, and Ethics

Developing Ethical Standards in Organizational Communication

Ethical Dilemmas in Organizational Communication

Chapter Highlights

Workshop

People, Planet, and Profit: Sustainability and the Triple Bottom Line, Laura Quinn

GreenBean Coffee, Inc.-Is It Our Responsibility? Laura Quinn

Tips for Effective Communication

References and Suggested Readings



Chapter Five

Individuals in Organizations

Dave Green's First Real Job

Introduction

Individuals in Organizations

The Intrapersonal Experience

Dave Green: The Intrapersonal Experience

Motivation

Abraham Maslow * Frederick Herzberg * B. F. Skinner * Gerald Salancik and Jeffrey Pfeffer

Predispositions for Organizational Communication Behaviors

Leadership and Conflict Preferences

Communication Competency

Interpersonal Experiences

Dave Green: Interpersonal Experiences

Forming Interpersonal Relationships

Supervisors and Employees

Peers

Customers, Clients, and Vendors

Communication Networks and Interpersonal Relationships

Diversity and Interpersonal Relationships

Trust and Interpersonal Relationships

Workplace Emotion, Balance, and Interpersonal Relationships

Technology and Interpersonal Relationships

Increasing Interpersonal Effectiveness

Cultural Intelligence

Valuing Diversity

Active Listening

Guidelines for Good Listening

Descriptive Messages

Chapter Highlights

Workshop

Tips for Effective Communication

References and Suggested Readings



Chapter Six

Groups in Organizations

Dave Green's Small-Group Experiences

Introduction

Small-Group Experiences

Types of Groups

Bona fide Groups

Primary Work Teams

Directional Groups

Quality Teams

Task Force Groups

Steering Committees

Focus Groups

Geographically Diverse Teams

Social Support Groups

Communities of Practice (CoP)

The Team-Based Organization

The High-Reliability Organization

Group Processes

Workplace Democracy

Group Noms and Communication Roles

Working in Groups

Diverse Work Groups

Creativity and Collaboration

Virtual Groups

Groups and Technology Use

Increasing Group Participation Effectiveness

Negative Participation Behaviors

Positive Participation Behaviors

Chapter Highlights

Workshop

Tips for Effective Communication

References and Suggested Readings



Chapter Seven

Leadership and Management Communication

The Case of the Invisible Manager

Introduction

The Importance of Leadership and Management Communication

Theories of Leadership and Management

Trait Approaches

Style Approaches

Situational Approaches

Transformational Approaches

Discursive Approaches

Distinctions between Leadership and Management

Leadership and Management Challenges

Changing Organizational Forms

Global and Multicultural Changes

High-Speed Management

Inclusive-Participation Processes

Building Trust

Determinants of Leadership Effectiveness

Communication Competencies as Determinants of Leadership Effectiveness

Predispositions for Leadership Communication

Strategic Communication Objectives for Leadership

Communication Tactics for Leadership

Power Bases for Leaders

Situational Analysis for Leadership

Increasing Leadership Effectiveness

Principled, Excellent, and Ethical Leadership

Identifying Constructive Communication Behaviors for Leadership

Chapter Highlights

Workshop

Leadership That Transforms, Michael Z. Hackman and Craig Johnson

Tips for Effective Communication

References and Suggested Readings



Chapter Eight

Participating in Organizations: Developing Critical Organizational Communication Competencies

The Decisions, Problems, More Decisions Case

Introduction

Defining Decision Making and Problem Solving

Influences for Decision Making and Problem Solving

Culture

The Decision/Problem Issue

Communication Competency

Technical Competency

Methods for Decision Making and Problem Solving

Individual Approaches

Leader Mandate

Majority Rule

Powerful Minority

Consensus

Barriers to Effective Decision Making and Problem Solving

Organizational Barriers

Task and Procedural Barriers

Interpersonal Barriers

Problem-Solving Processes

The Standard Agenda: A Rational Model

Brainstorming

Experientially Based Processes

Increasing Decision-Making and Problem-Solving Effectiveness

Interaction Process Skills

Fact-Finding and Evaluation Skills

Information Criteria

The Spending More to Save More Presentation Case

Interviews in Organizations

The Informational Interview

The Employment Interview

The Performance Appraisal Interview

The Complaint Interview

The Counseling Interview

The Media Interview

Increasing Interview Effectiveness

Presentations in Organizations

Types of Organizational Presentations

Training/Educational Presentations

Informational Presentations

Persuasive Presentations

Increasing Presentation Effectiveness

Increasing Credibility

Audience and Context Analysis

Preparation of Material

Preparation for Presenting

Handling Participation

Communications Technology in Organizations

Preparation for Communications Technology

Chapter Highlights

Workshop

Tips for Effective Communication

References and Suggested Readings



Chapter Nine

Strategic Organizational Communication: Professional Applications of Organizational Communication

The Press and the Stockholders Want to Know Case

Introduction

Describing Strategic Organizational Communication

Perspectives on Strategic Organizational Communication

The Organization and Its Environment

Multiple Publics

Environmental Scanning

The Global Environment

Strategic Management

Strategic Organizational Communication

Public Relations

Managing an Organization's Image or Reputation

Internal Communications

Public Affairs and Issues Management

Media Relations

Risk and Crisis Communication

Marketing

Integrated Marketing Communications

The Marketing Mix

Advertising

Branding

Relationship Marketing and the Use of Marketing Databases

Technology and Strategic Organizational Communication

Evaluating Strategic Organizational Communication

Ethical Issues in Strategic Organizational Communication

Chapter Highlights

Workshop

Communication about Risk and Crisis in the 21st Century, Sherwyn P. Morreale

Southwest Airlines: Social Media in Action, Adam Saffer

Tips for Effective Communication

References and Suggested Readings



Chapter Ten

Organizational Conflict: Communicating for Effectiveness

The Middlesex Insurance Company Case

Introduction

Defining and Describing Conflict Processes

Defining Conflict

Conflict Contexts

Conflict Causes

Conflict Episodes

The Individual in Organizational Conflict

Orientations/Predispositions/Styles

Strategic Objectives

Communication Tactics in Conflict

Emotion during Conflict

Groups in Organizational Conflict

Group Members in Conflict

Framing and Sensemaking

Procedural Conflict

Interpersonal Issues

Substantive Issues

Groupthink

Group Conflict Management Processes

Power and Organizational Conflict

Conflict with Customers and Vendors

Special Types of Organizational Conflict: Sexual Harassment, Discrimination, Ethical Abuses

Productively Engaging in Conflict

Supportive Climates, Ethical Behaviors, Principled Negotiation, and Co-Construction

Guidelines for Productive Conflict

A Process for Productive Conflict

The Process

Chapter Highlights

Workshop

Tips for Effective Communication

References and Suggested Readings





Chapter Eleven

Organizational Change and Communication

The Techtron Computers "Want to Survive, Go Public, and Then What?" Case

Introduction

The Pace of Change

Developing and Sustaining Organizational Excellence

Barriers to Change

Complacency

Organizational Silence

Knowledge or Information Deficits

Risk Perception

Uncertainty

Contradictions

Active and Passive Resistance

Organizational Leadership

Organizational Trust

Organizational Decline

The Leadership of Development and Change

Models and Processes for Development and Change

Organizational Transformation Process

Diffusion of Innovation

Stakeholder Theory

The Purchase Model

The Doctor-Patient Model

The Process Model

Appreciative Inquiry

Planned Development and Change

Data Collection

Data Evaluation

Planning and Implementing Solutions

Evaluating Results

Communicating about Change

Chapter Highlights

Workshop

Jane Edwards's Problem Employee

The Case of the Poorly Written Manual

The Transition of Stanley Manufacturing

The Crisis at Homes for the Homeless

Mason Financial Is Working at Capacity

Changes for Hewlett Designers

Into the Pit and Out Again: An Organizational Turnaround, Nina Polok

Tips for Effective Communication

References and Suggested Readings



Chapter Twelve

Career Options for Organizational Communication

The "Where Do We Go from Here?" Case

Introduction

Choosing a Communication Career

Knowledge for Employment Matching

Sensitivity for Employment Matching

Skills for Employment Matching

Values for Employment Matching

Career Choices in Organizational Communication

Internal Communication

External Communications

Sales

Human Services

Education

Research: Information Management

Management

Consulting

Additional Options for Organizational Communication

Educational Preparation for Organizational Communication Careers

Careers in the Twenty-First Century

Old versus New Career Paradigms

Protean Careers

The Boundaryless Career

Twenty-First-Century Organizational Forms and Career Skills

Networked Organization

Cellular Organization

Team-Based Careers

Chapter Highlights

Workshop

Tips for Effective Communication

References and Suggested Readings



Cases

I Can't Believe Our Entire World Is Wired

How Did This Harm Occur?

Granite City's Homeless Shelter: Doing More with Less

Dennison Computer Corporation-A Lesson in Organizational Culture

China, India, and Oklahoma City: Working Together, but How?

Don Augustine's Disappointed Staff

Dora Cartwright's Leadership Dilemma

Kathy's Stubborn, Smart Streak

Brian James Doesn't Know What to Believe

I Am Tired and Stressed

I Thought I Gave Them Everything

Ann Cartwright, Vice President of Drummond Industries

The Rule Here Is to Do What Management Wants

Two Men-Two Issues-Two Japanese Workers, Rieko McAdams

I Thought We Were a Team

The Internal Communications Dilemma

The Reluctant Team Member

What Happened to the Value of Networking?

The "Walking the Talk" Manager

Working Together at a Distance

Career and Personal Needs Just Don't Mix

The Competitive Leak Is More Than a Crisis

The CEO Puts Her Foot in Her Mouth

The Only U.S. Communicator on the Team

Working Across Time and Space

Are We a High-Reliability Team or Not?