Managerial

Communication
Strategies and Applications Fifth Edition

Geraldine E. Hynes
Sam Houston State University

McGraw-Hill
Irwin
Table of Contents

PART ONE Feedback and Measures of

MANAGING IN CONTEMPORARY Effectiveness 37
ORGANIZATIONS 1 Critical Errors in Communication 38
The Assumption-Observation Error 38
Chapter 1 The Failure to Discriminate 39
The Role of Communication in Allness and the Process of Abstraction 40
Contemporary Organizations 3 Summary 41
A Brief Historical Overview of Managerial Cases for Small Group Discussion 42
Communication 4 Endnotes 45
Management Communication in Ancient
Times 5 Chapter 3
The Industrial Revolution and Scientific Technologically Mediated
Management 5 Communication 47
The Administrative Approach 7
The Human Relations Approach 8
A Framework for Using Technologically
The Behavioral Approach 11
Mediated Communication 48
Empowerment 12 Bandwidth 48
Perceived Personal Closeness 50
The Contingency Approach 13
Feedback 51
Contemporary Dynamics Affecting *
A Symbolic Interactionist Perspective 52
Communication Contingencies 14
Diversity 14 Matching Technology and the
Competition and the Drive for Quality 17 Message 53
Ethics 18 Message Sensitivity 54
The Transition 20 Message Negativity 55
Summary 21 Message Complexity 55
Cases for Small Group Discussion 21 Message Persuasiveness 55
Endnotes 23 A Look to the Future 57
Technology Proliferation 57
Chapter 2 Decision Making 58
The Managerial Communication fob and Organizational Design 59
Process 26 Collaboration 60
Levels of Managerial Communication 27 The Management Challenge 61
A Strategic Approach 27 Summary 62
The First Layer 18 Cases for Small Group Discussion 63
The Second Layer 29 Endnotes 65
The Third Layer 32
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PART TWO Claims 108

MANAGERIAL WRITING Positive Responses to Claims 110
STRATEGIES 67 Specific Types: Indirect Messages 111
Negative Responses to Inquiries 111
Chapter 4 Refused Claims 113
Contemporary Managerial Writing 69 Persuasive Messages 115
Collaborative Writing 70 Letter Formats 116
Advantages of Collaborative Writing 70 Internal Correspondence 117
Disadvantages of Collaborative Writing 71 Memo Format 117
Guidelines for Effective Collaborative E-Mail Format 119
Writing 71 Memo and E-Mail Uses 119
The Unique Role of Managerial Writing 72 Types of Internal Correspondence 121
Stage One: Planning 74 Political Uses in Business 121
What? 74 Summary 122
Why? 74 Cases for Small Group Discussion 122
Who? 74 Endnotes 124
When? 75
Where? 75 Chapter 6
How? 76 Management Reports and
Stage Two: Composing 76 Proposals 126
Selecting Words 76 The Report Writing Process 127
Organizing Words for Effect 87 Groundwork 127
Stage Three: Revising 92 Classification of Reports 128
Summary 93 Strategic Considerations 129
Case for Small Group Discussion 94 Format 129
Exercises for Small Groups 95 Arrangement of Points 131
Endnotes 97 Organization of the Body 131
Headings 132
Chapter 5 Transitions 134
Routine Messages 99 Memo and Letter Reports 134
Memo Reports 134
Audience Adaptation 100 Letter Reports 135
Basis of the You Attitude 100 Elements of the Formal Report 136
Anticipating Questions 100 Front Matter 137
Stressing Reader Benefits 101 The Report Proper 138
Avoiding Negatives 101 Back Matter 141
Nonverbal Elements and the You Attitude 101 Visual Aids 142
Diction 102 General Rules 142
Strategies 102 Pie Charts 144
Direct Strategy 102 Bar Charts 144
Indirect Strategy 103 Line Graphs 145
Specific Types: Direct Messages 105 Tables 146
Inquiries and Requests 106 Summary 146
Positive Responses to Inquiries and Requests 107 Communication Audit Report 148
 Table of Contents xi i i

Cases for Small Group Discussion 154 Personal Appearance 191

Endnotes 156 Voice 192
Nonverbal Signs of Deception 193
Baseline 194
PART THREE Movement 194
STRATEGIES FOR Dress 195
UNDERSTANDING MESSAGES 157 Personal Space 195
Artifacts 196
Chapter 7 Voice 196
Managerial Listening 159 Summary 196
Benefits of Listening 159 Cases for Small Group Discussion 197
Barriers to Listening 160 Endnotes 199
General Techniques for Listening 162
Specific Techniques for Active Chapter 9
Listening 165 Intercultural Managerial
Identifying the Main and Communication 201
Supporting Points 165 Rationale 201
Organizing the Message 166 What Is Culture? 203
Summarizing the Message 166
Intercultural Myths 204
Visualizing the Message 166
Some of the Ways in Which We Differ 206
Personalizing the Message 167
Should You Learn the Language? 210
Taking Notes 167
Nonverbal Sensitivity 211
Specific Techniques for Interactive Greetings 211
Listening 168 Dress 211
Paraphrasing 168 Space, Touch, and Posture 212
Questioning 168 Gestures 212
Listening to Informal Communication 170 . Food 212
Listening to the Total Environment 172 Gifts 213
Developing a Listening Climate 173 What Is a Good Intercultural
The Micro Listening Climate 173
Communicator? 214
The Macro Listening Climate 174 Developing Interculturally Sensitive
Summary 176 Managers 215
Cases for Small Group Discussion 176 Summary 217
Endnotes 179 Case for Small Group Discussion 218
Endnotes 219
Chapter 8
Nonverbal Communication 180
PART FOUR
The Importance of Nonverbal INTERPERSONAL
Communication 181
The Functions of Nonverbal Cues 182
COMMUNICATION
Movement 185 STRATEGIES 221
Spatial Messages 188 Chapter 10
Spatial Zones 188
Spatial Differences 189
Conflict Management 223
Strategic Use of Space 190 Benefits of Conflict 224
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The Relationship Between Communication Chapter 12

and Conflict 225 Conducting Interviews 264
Sources of Conflict 226
Conflict and Perception 227 Barriers to Effective Interviews 264
Strategies in Conflict Resolution 229 Barrier 1: Differing Intentions 264
Avoiding 230 Barrier 2: Bias 265
Accommodating 230 Barrier 3: Confusing Facts with Inferences 266
Forcing 231 Barrier 4: Nonverbal Communication 266
Compromising 231 Barrier 5: Effects of First Impressions 267
Problem Solving: The Win-Win Strategy 232 Barrier 6: Organizational Status 267
Description of the Strategy 232 Questions That Lead to Effective
Beliefs Necessary to Implement the Strategy 233 Interviews 267
Implementing the Strategy 235 Question 1: What Is the Interview
Conflict and Management Success 237 Objective? 268
Summary 237 Question 2: Where Is the Best Place to Conduct the
Cases for Small Group Discussion 237 Interview? 268
Endnotes 239 Question 3: What Is the Best Way to Begin the
Interview? 268
Chapter 11 Question 4: What Is the Best Questioning
Managerial Negotiation 241 Strategy? 269
Negotiation and Networking 242 Question 5: What Is the Best Sequence for the
Negotiation and Conflict 242 Questions? 269
A Strategic Model for Negotiations 243 Question 6: What Are the Best Types of
Layer 1: Culture and Climate 244 Questions? 269
Layer 2: Sender, Receiver, and Purpose 245 Question 7: What Is the Best Way to Close the
Purpose 245 Interview? 272
Layer 3: Time, Environment, Content, and Employment Interviews 273
Channel 248 Planning 273
Time 249 Legal Concerns 274
Environment 250 The Employment Interview Process 275
Message Content 251 Performance Review Interviews 278
Channel 255 Purpose 279
Layer 4: Core Strategies 256 Planning 280
Surprise 256 Process 281
Bluff 256 Supportive Environment 282
Stacking 257 Providing Feedback 285
Fait Accompli 257 Establishing Goals 286
Take It or Leave It 257 Legal Concerns 286
Screen 257 Networking 287
Summary 258 Purpose 287
Role Play Scenario 259 How to Network 288
Cases for Small Group Discussion 260 Outcomes 289
Endnotes 263 Summary 289
 Table of Contents XV

Cases for Small Group Discussion 291 Preparing Your Visual Aids 335
Endnotes 293 Criteria 335
Types 336
PART FIVE Delivering Your Presentation 339
Speaking Anxiety 339
GROUP COMMUNICATION Speaker Notes 340
STRATEGIES 297 Nonverbal Aspects 340
Voice Quality 341
Chapter 13
Practice 342
Managing Meetings and Teams 299 Using Electronic Media Effectively 343
Advantages and Disadvantages of Working in Summary 345
Teams 300 Audience Analysis Guide Sheet 345
Advantages of the Team 300 Exercises for Small Groups 346
Disadvantages of the Team 301 Endnotes 348
Groupthink 302
Strategic Considerations for Meetings 303 Appendix
Strategic Consideration 1: Should We Meet? 303 Supplemental Articles for Chapter
Strategic Consideration 2: Who Should Attend? 304 Technologically Mediated
Strategic Consideration 3: Premeeting Communication 350
Arrangements 305
1. Texting vs. E-Mailing in Business—Anna
Strategic Consideration 4: Leadership Style 309
Turri 351
Strategic Consideration 5: Decision-Making
2. Instant Messenger Communication in
Format 311
a Multinational Corporation—Stephen
Strategic Consideration 6: Managing
Hunt 354
Disruptions 314
3. Podcasting in Corporate America—
Strategic Consideration 7: Follow-Up 315
Antonette Harvey 359
Summary 317 4. Blogs as a Business Communication
Cases for Small Group Discussion 318 Tool—Matthew O'Rourke 365
Endnotes 320 5. Hello—It's India Calling: The Effect
Chapter 14 of Offshoring on Business—Anna
Turri 371
Making Formal Presentations 322 6. Live Chat in E-Commerce—Anna
Planning Your Presentation 322 Turri 377
Purpose 322 7. Video Resumes—Anna Turri 380
Length of the Presentation 324 8. E-Resumes in the 21st-century Job
Audience Analysis 324 Search-—Harini Vemulapati 384
Organizing Your Presentation 325 9. Monitoring in the Workplace—Anna
Introduction 325 Turri 387
Persuasive Presentations 327 10. Using E-Sensors to Improve Nonverbal
Informative Presentations 331 Communication in Business—Matthew
Evidence 332 O'Rourke 392
Closing 333
Questions 334 Index 401