Preface Chapter One Organizational Communication: A Competency-Based Approach The Changing Nature of Organizations and Work Challenges for Individuals and OrganizationsThe 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 TwoPerspectives 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 OrganizationPostmodernism 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 ThreeCommunication 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 WeberCommunication Implications of Scientific Management Theories in Contemporary Organizations The Human Behavior School Major Human Behavior Theories Mary Parker Follett * Elton Mayo * Douglas McGregor * Rensis LikertCommunication 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 SengeCultural Approaches Edgar Schein * Terrence Deal and Allen Kennedy * Thomas Peters and Robert Waterman * Joanne Martin and Peter Frost * Karl WeickCommunication Implications of Integrated Perspectives in Contemporary Organizations Postmodern, Critical, and Feminist Perspectives Stewart Clegg * Jurgen Habermas * Marta Calas and Linda Smircich * Karen AshcraftCommunication 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 FourOrganizational 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 FiveIndividuals 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 PfefferPredispositions 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 RelationshipsTechnology 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 SixGroups in Organizations Dave Green's Small-Group Experiences Introduction Small-Group Experiences Types of Groups Bona fide GroupsPrimary 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 OrganizationGroup ProcessesWorkplace DemocracyGroup 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 SevenLeadership 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 ApproachesDiscursive ApproachesDistinctions between Leadership and Management Leadership and Management Challenges Changing Organizational Forms Global and Multicultural Changes High-Speed Management Inclusive-Participation Processes Building TrustDeterminants 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 EightParticipating 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 NineStrategic 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 CommunicationMarketing Integrated Marketing CommunicationsThe Marketing MixAdvertisingBranding Relationship Marketing and the Use of Marketing DatabasesTechnology and Strategic Organizational CommunicationEvaluating Strategic Organizational CommunicationEthical Issues in Strategic Organizational Communication Chapter Highlights Workshop Communication about Risk and Crisis in the 21st Century, Sherwyn P. MorrealeSouthwest Airlines: Social Media in Action, Adam SafferTips 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 ElevenOrganizational 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 LeadershipOrganizational Trust Organizational DeclineThe Leadership of Development and Change Models and Processes for Development and Change Organizational Transformation Process Diffusion of Innovation Stakeholder TheoryThe Purchase Model The Doctor-Patient Model The Process Model Appreciative InquiryPlanned 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 TwelveCareer 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 TeamWorking Across Time and SpaceAre We a High-Reliability Team or Not?