MANAGING BUSINESS AND PROFESSIONAL …

1 Third EditionMANAGING BUSINESS ANDPROFESSIONAL COMMUNICATIONC arley H. DoddAbilene Christian UniversityAllyn& BaconBoston Columbus Indianapolis New York San Francisco Upper Saddle RiverAmsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal TorontoDelhi Mexico City Sao Paulo Sydney Hong Kong Seoul Singapore Taipei TokyoCONTENTSP reface xxUnit 1 Foundations of BUSINESS and ProfessionalCommunication 1 Chapter 1 INTRODUCING BUSINESS AND PROFESSIONALCOMMUNICATION 1 communication Gaps in the Workplace 2 CASE Making communication Adjustments 2 SKILLS AT WORK What Functions Does communication Solve inOrganizations? 4 What General Competencies Are Needed in Organizations? 4 communication Competencies Expected in Organizations 5 SKILLS AT WORK Self-Assessment of communication Strengths andWeaknesses 7 Definition and Model of BUSINESS and ProfessionalCommunication 8 Defining communication in BUSINESS and the Professions 8A Briefing on Models 8A communication Model Focusing on Components in BUSINESS andthe Professions 9 Assumptions about communication .

2 A Word on Axioms 12 communication Is Unavoidable 12D WEB AT WORK BUSINESS and PROFESSIONAL communication 12 communication Is Irreversible 13 communication Involves Content and Relationship 13 communication Is Rule Governed 13 BUSINESS and PROFESSIONAL communication in Four Contexts 14 Organizational Culture 14 Interpersonal communication 14 Groups and Teams 14 Public Presentations 14In Perspective 15 Discussion Questions 15 Exercises 15 References 16 VIIviii ContentsChapter 2 MANAGING LEADERSHIP COMMUNICATIONIN ORGANIZATIONAL CULTURES 17 Organizational Culture as a Context for communication 18 CASE A Clash of Cultures 19 Features of Organizational Culture 19 Mission and Goals 20 Values 20 CASE Accepting Company Values 21 Beliefs 21 Procedures and Rituals 21 Scope 21 CASE Taco Bell's Organizational Culture 22 Roles 22 Relationships 22 Reward and Recognition 23 Language and communication Style 23 Stories/Narratives 24 SKILLS AT WORK Improving communication Style in Organizations 25 Leadership Style 26 Organizational Identity and Image 26 Leadership in Organizational Cultures: Structures and Styles 27 CASE Developing Ethics in communication Strategies 281 Scientific Management Perspective 29 Human Relations Perspective 32 Human Resources Perspective 32 SKILLS AT WORK Rethinking Herzberg and Applying Ethics 35 Systems communication Perspective 35 CASE Incentives and Performance 36 Recap of Leadership communication Perspectives 41 SKILLS AT WORK What Are Your Qualities as a Leader?

3 41D WEB AT WORK Organizational Culture and Leadership 42In Perspective 42 Discussion Questions 42 Exercises 43 References 43 Unit 2 Interpersonal communication in BUSINESS andProfessional communication 44 Chapter 3 MANAGING INTERPERSONAL COMMUNICATIONIN THE WORKPLACE 44 Interpersonal communication Principles in the Workplace 44 Contents ixThe Pygmalion Effect and Self-Fulfilling Prophecy: ManagingExpectations 45 Interpersonal Attribution: I "Know" Why You Do That 45 MANAGING Interpersonal Perceptions: Impression Formation 46 SKILLS AT WORK Impression Formation in Action 47 Social Equity Theory 47 SKILLS AT WORK Social Equity Theory at Work 48 MANAGING Interpersonal communication Skills 48 CASE The Effects of Unresolved Conflict 48 Focus on a Positive communication Climate to Build and MaintainRelationships 49 Expand Awareness 51 Initiate Affinity-Seeking communication 52 Develop Assertiveness Skills 52 Practice communication Immediacy 53 SKILLS AT WORK Immediacy Assessment 54 Apply Improved Verbal and Language Style 55 SKILLS AT WORK Verbal communication Skills Assessment 59 Improve Efficiency and Clarity 60 SKILLS AT WORK Improving Interpersonal communication inLeadership 61D WEB AT WORK Interpersonal communication 62 MANAGING Social Networking as Interpersonal communication 62^Organizations Seeking IT and Social Media 62 CASE Johnson and Johnson Want

4 More of the Social; ; Media Pie 63. Is There Harm in Unconnected Employees? 64 CASE Twitter Has Uses in Education and Organizations 65In Perspective 65 Discussion Questions 66 Exercises 66 References 67 Chapter 4 MANAGING LISTENING COMMUNICATIONIN THE WORKPLACE 68$ The Significance of Listening in Organizations 69 Managers' Use of Listening 69 Organizational Outcomes Associated with Listening 69 Concepts That Explain Listening Deficits 70 Selectivity in Listening to Information 70 CASE Separate Conversations 70 CASE Processing Bad News 71 Enhance Information Sharing 72 ContentsAvoid communication Omission 72 CASE Overcoming Omission 72 CASE "Any Questions?" 73 SKILLS AT WORK Listening Skills Assessment 74El WEB AT WORK Listening communication 75 How to Improve Listening Skills 75 Active Listening 76 Strategies for Active Listening 76 Steps in Effective Listening 77 Barriers to Effective Listening 78 SKILLS AT WORK Listening Evaluation for a Seminar or Workshop 79 Great Quotes on Listening 80In Perspective 80 Discussion Questions 81 Exercises 81 References 81 Chapter 5 MANAGING nonverbal COMMUNICATIONIN THE WORKPLACE 82 Defining nonverbal communication 83 Importance of nonverbal communication in the Workplace 83 Conveying Meaning 83 Reflecting the Unspoken 84 CASE Reading a Troubled Coworker 85 Functions and Rules of nonverbal communication 85 Functions of nonverbal communication 85 Rules Governing nonverbal communication 85- Elements of nonverbal communication 86 Personal and

5 Organizational Space 86 Body Movements 89 CASE Sending Unintentional Messages 90 Facial Expressions 90 Eye Movements 90 Touch 91 Vocal Characteristics 93 Timing 93 Objects and Clothing 94 Using nonverbal communication in the Workplace 94 SKILLS AT WORK nonverbal communication and Sales 94 SKILLS AT WORK Monochronic and Polychronic Style Assessment 96n WEB AT WORK nonverbal communication 97In Perspective 97 Discussion Questions 98 Exercises 98 References 98 Contents xiChapter 6 MANAGING communication CONFLICTIN THE WORKPLACE 100 Conflict in the Workplace 101 Defining Conflict 101 Causes of Conflict 101 CASE The Day the Committee Came 103 Types of Conflict 104 Levels of Conflict and Tension in Organizations 105 Theories of Conflict in the Workplace 106D WEB AT WORK Conflict at Work 106 communication Skills in MANAGING Conflict 109 Understanding Conflict communication Styles 109 communication Skills for Handling Criticism 111 SKILLS AT WORK Conflict Style Assessment 111 CASE Running a Family BUSINESS 113 CASE Supportive and Defensive Climates 114 communication Skills in MANAGING Negotiation 115 Defining Negotiation 115 Approaches to Negotiation 115 SKILLS AT WORK Space Survival Exercise 118 Understanding Negotiation Styles 119 CASE The Jones Family Land Case 120 SKILLS AT WORK Negotiation-Style Assessment 121 ".

6 CASE Conflict at City Hospital 123In Perspective 125 ; Discussion Questions 126\J Exercises 126 References 127 Chapter 7 MANAGING INTERCULTURAL COMMUNICATIONIN THE WORKPLACE 128 Definition and Model of InterculturalCommunication 129D WEB AT WORK Intercultural communication 130 Understanding Cultural Diversity 131& Ethnocentrism 131^ Prejudice 131 Stereotyping 132In-Groups and Out-Groups 132 communication Style Expectations 132 Cultural Values 133 Language 134 Interaction Rituals 134xii ContentsGender Issues 135 Importance of MANAGING Cultural Diversity 136 Eliminating Potential Barriers 136 Eliminating the Costs of Discrimination 136 CASE Alleged Bias at General Motors 137 Accepting Cultural Diversity 137 Intercultural communication Strategies for Promoting Unity 138 Searching for Common Ground 138 Adapting to Low- and High-Context Cultures 138 Adapting to

7 Group and Individual Cultures 139 Adapting to Task and People Orientations 139 Adapting to Cultural Hierarchy 140 Adjusting Linearity 140 Understanding nonverbal Interactions 140 SKILLS AT WORK Cultural Differences in NonverbalCommunication 141 Avoiding Hasty Generalizations 141 Engaging in Cultural Adaptation 141 CASE Hasty Generalization in the Workplace 142 MANAGING Cultural Adaptation 143 CASE Negotiating Conflicts Caused by Diversity 144In Perspective 146 Discussion Questions 146 Exercises 147 References 1471 Unit 3 Small Groups and Teams in BUSINESS and ProfessionalCommunication 148 Chapter 8 MANAGING GROUP communication ANDWORKPLACE TEAMS 148 Defining Small-Group communication 148 Group Outcomes 149 Task Outcomes 149 Satisfaction Outcomes 150 communication Networks in Small Groups 150 CASE communication and Control 151 Centralized Networks 151 CASE communication and Low Morale 152 CASE Central Network Overload 153 Decentralized Networks 153 Virtual Teams and Groups 154 Contents xiiiLeadership in Teams and Small Groups 155 Highly Directive Leadership 155 Participatory Leadership 155 Negligent Leadership 155 CASE The Right Kind of Leadership 156 Conducting Results-Oriented Group communication 156 The Initiating Phase of Group Discussions 156 The Problem-Solving Phase of Group Discussions 159 Concluding Group Discussions 161 CASE Overcoming Barriers to Quality Service 161 Achieving Group Satisfaction Outcomes 162 Overcoming Group communication Barriers 163 SKILLS AT WORK Assessment of Small-Group Satisfaction Outcomes 164 CASE The Bay of Pigs Incident 165 Strategies for Conducting Large Group Meetings 165 Rules of Procedure 166 Brainstorming Techniques 167

8 Small-Group communication 167 Strategies for Team Building in the Workplace 168 Definition and Model of Teams 168n WEB AT WORK Building and MANAGING Teams 169 How to Facilitate High-Functioning Workplace Teams 170 Providing Information, Knowledge, and Innovation 170 Providing Self-Directed Management 170 Providing Achievement and Satisfaction 171 What Makes a Successful Team? 171 Communicating Vision and Mission 171 CASE Benefits of Employee Satisfaction 172 Communicating Strategic Goals and Activities 172 CASE A Bigger and Better Vision and Mission 173 Communicating Expectations 173 Communicating Commitment and Norms 174 Communicating with Senior Leadership 174 SKILLS AT WORK Assessment of Team Norms 175 Communicating Significant Amounts of Information 176 Outcomes of Successful Teams 176 CASE Documenting Successful Team Performance 177In Perspective 178 Discussion Questions 179 Exercises 179 References 180xiv ContentsChapter 9 MANAGING INTERVIEWS IN THE WORKPLACE 181 Importance of Interviewing 182 Types of Interviews 182 Employment Selection Interviews 182 SKILLS AT WORK Finding Job Opportunities 184 CASE Answering "Killer" Questions 185 Information-Gathering Interviews 186 Performance

9 Appraisal Interviews 187 Complaint or Grievance Interviews 188 Disciplinary Interviews 188 Group Interviews 189 Exit Interviews 189 CASE Standing Out in a Group Interview 190 Telephone Interviews 191 Videoconference Interviews 191 Media Interviews 192 Structuring Effective Interviews 192 Introduction Phase 193 Question Phase 193 Closing Phase 194 Follow-Up Phase 195 Interview Questions 195! Types of Questions 195 Organizing Questions 199 communication Skills in Answering Interview Questions 202i In Perspective 205 Discussion Questions 206 Exercises 206 References 206 Unit 4 Public Presentations in BUSINESS and ProfessionalCommunication 207 Chapter 10 MANAGING PUBLIC PRESENTATIONSIN THE WORKPLACE 207 Importance of Making Public Presentations 208 CASE The Power of Effective Presentations 208 Building Credibility 209 Competence 209 CASE Creating Credibility 209 SKILLS AT WORK Assessing Your Competence 210 Character 210 Contents XV SKILLS AT WORK Assessing Your Character 210 Charisma 211Co-Orientation 211 CASE The Power of Charisma 211 SKILLS AT WORK Assessing Your Charisma 212 Recap on Credibility 212 CASE Connecting with the Queen 212 SKILLS AT WORK Assessing Your

10 Co-Orientation 213 Building Confidence 213 Symptoms of communication Apprehension 213 Overcoming communication Apprehension 213 Recap on Confidence 215 SKILLS AT WORK Assessment of communication Apprehension 216 Confirming Audience Analysis 217 Audience Experience and Topic Knowledge 217 Audience Knowledge of the Presenter 218 Audience Motivation and Values 218 Occasion for the Presentation 219 CASE Speaking to the Sales Team 220 Audience Demographics 220 Conducting an Audience Profile 222D WEB AT WORK Audience Analysis 225tt CASE Conditions beyond Control 225 SKILLS AT WORK Understanding Your Audience 226,,, In Perspective 226 ' Discussion Questions 227'-' Exercises 227 References 227 Chapter 11 MANAGING PRESENTATIONAL SKILLSIN THE WORKPLACE 229 Elements of Language Style 229 Vividness 230 CASE Improving upon "Dry" Language 2304 Clarity 231 CASE Creating Effective Narrat