Chapter 1 Role of Communication in Business Organizations 1
1.1 Warm-up Exercise 1
1.2 Key Concepts 2
1.2.1 What Is Managerial Communication 3
1.2.2 Overview of Theories in Managerial Communication 3
1.2.3 Types of Communication 15
1.3 Chapter Review 19
1.4 Application:The Crisis of an Insurance Company 22
Chapter 2 The Managerial Communication Process 26
2.1 Warm-up Exercise 26
2.2 Key Concepts 27
2.2.1 Levels of Managerial Communication 27
2.2.2 Basic Elements of Communication 30
2.2.3 Basic Communication Principles 34
2.2.4 Managerial Communication and Organizational Socialization 36
2.2.5 Barriers to Effective Communication 47
2.2.6 Strategies for Effective Communication 50
2.3 Chapter Review 52
2.4 Application:The Dilemma of a Female Colleague 55
Chapter 3 Intra-organizational Communication 59
3.1 Warm-up Exercise 59
3.2 Key Concepts 60
3.2.1 Definition of Intra-organizational Communication 60
3.2.2 Communication Flows and Networks in an Organization 61
3.2.3 Barriers to Effective Internal Communication 69
3.2.4 Improving Internal Communication 70
3.3 Chapter Review 73
3.4 Application: 78
Ⅰ．A Division Manager's Issues 78
Ⅱ．Christmas Orders 79
Chapter 4 Inter-organizational Communication 82
4.1 Warm-up Exercise 82
4.2 Key Concepts 83
4.2.1 Organizational Environment and Inter-organizational Communication 83
4.2.2 Maintaining Good Inter-organizational Relationships 84
4.2.3 Boosting Organizational Image 86
4.2.4 Providing Customer Services 88
4.3 Chapter Review 91
4.4 Application:Singan Supermarket 92
Chapter 5 Interpersonal Communication 96
5.1 Warm-up Exercise 96
5.2 Key Concepts 97
5.2.1 Definition of Interpersonal Communication 97
5.2.2 Issues in Interpersonal Communication 99
5.2.3 Communication and Conflict 105
5.2.4 Strategies for Building Harmonious Workplace Relationships 108
5.3 Chapter Review 114
5.4 Application:Yuri's Dilemma 117
Chapter 6 Intercultural Communication 121
6.1 Warm-up Exercise 121
6.2 Key Concepts 122
6.2.1 Intercultural and the Myths of Intercultural Communication 122
6.2.2 What Is Culture 124
6.2.3 Cultural Differences 127
6.2.4 Characteristics of an Effective Intercultural Communicator 132
6.3 Chapter Review 134
6.4 Application:Expatriate Training Challenge 139
Chapter 7 Managerial Listening 146
7.1 Warm-up Exercise 146
7.2 Key Concepts 147
7.2.1 Benefits of Listening 147
7.2.2 Barriers to Listening 148
7.2.3 Techniques for Effective Listening 150
7.3 Chapter Review 152
7.4 Application:Listening-Skill Training Exercise 155
Chapter 8 Memos 162
8.1 Warm-up Exercise 162
8.2 Key Concepts 163
8.2. 1 Memos vs Leuers 163
8.2.2 What Is a Good Memo 165
8.2.3 Writing Process 169
8.2.4 A Memo Model 170
8.3 Chapter Review 171
8.4 Application:Memo Writing Exercises 174
Chapter 9 Reports 176
9.1 Warm-up Exercise 176
9.2 Key Concepts 177
9.2.1 Types of Repots 177
9.2.2 Rules for Writing a Report 179
9.2.3 Elements of Memo Repots 182
9.2.4 Elements of Formal Reports 183
9.3 Chapter Review 187
9.4 Application:Report Writing Exercises 189
Chapter 10 Oral Presentations 192
10.1 Warm-up Exercise 192
10.2 Key Concepts 193
10.2.1 Presentation Problems 193
10.2.2 Preparing a Presentation 194
10.2.3 Delivering Presentations 199
10.3 Chapter Review 200
10.4 Application:Haier Group 202
Chapter 11 Conducting Interviews 204
11.1 Warm-up Exercise 204
11.2 Key Concepts 205
11.2.1 What Is Interviewing 205
11.2.2 Barriers in the Interview Process 207
11.2.3 Effective Interviewing on the Part of Interviewer 211
11.2.4 Effective Interviewing on the Part of Interviewee 215
11.3 Chapter Review 218
11.4 Application:Tom Smith and His Interview 222