Fundamentals of Organizational Communication: Pearson New International Edition

8e édition

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Pearson Education
Pamela S. Shockley-Zalabak,
BISAC Subject Heading
LAN004000 LANGUAGE ARTS & DISCIPLINES / Communication Studies
BIC subject category (UK)
GTC Communication studies
Code publique Onix
05 Enseignement supérieur
Date de première publication du titre
01 novembre 2013
Subject Scheme Identifier Code
Classification thématique Thema: Etudes des moyens de communication

VitalSource eBook

Date de publication
01 novembre 2013
Nombre de pages de contenu principal : 432
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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  







Field of Experience  

Communication Context  


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  


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  


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  



Communication Rules  


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  


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  


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 Calás and Linda Smircich • Karen Ashcraft

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

Chapter Highlights  


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  


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  


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  


Individuals in Organizations

The Intrapersonal Experience  

Dave Green: The Intrapersonal Experience  


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  


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  


Tips for Effective Communication  

References and Suggested Readings  


Chapter Six

Groups in Organizations  

Dave Green’s Small-Group Experiences  


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  


Tips for Effective Communication  

References and Suggested Readings  


Chapter Seven

Leadership and Management Communication  

The Case of the Invisible Manager  


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  


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  


Defining Decision Making and Problem Solving  

Influences for Decision Making and Problem Solving  


The Decision/Problem Issue  

Communication Competency  

Technical Competency  

Methods for Decision Making and Problem Solving

Individual Approaches  

Leader Mandate  

Majority Rule  

Powerful Minority  


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  


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  


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  


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


Integrated Marketing Communications

The Marketing Mix



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  


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  


Defining and Describing Conflict Processes  

Defining Conflict  

Conflict Contexts  

Conflict Causes  

Conflict Episodes  

The Individual in Organizational Conflict  


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  


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  


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  


The Pace of Change  

Developing and Sustaining Organizational Excellence  

Barriers to Change  


Organizational Silence  

Knowledge or Information Deficits  

Risk Perception  



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  


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  


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  


Human Services  


Research: Information Management  



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  


   Tips for Effective Communication  

References and Suggested Readings  



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?

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