Managerial Communication C C C EXPERT PRESS Debbie D
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BELL THE BUSINESS Managerial Communication C C C EXPERT PRESS • MARTIN Debbie D. DuFrene, Editor DIGITAL LIBRARIES Reginald L. Bell • Jeanette S. Martin The rst book of its kind to offer a unique functions EBOOKS FOR approach to managerial communication, Managerial Com- BUSINESS STUDENTS munication explores what the communication managers Curriculum-oriented, born- actually do in business across the planning, organizing, digital books for advanced leading, and controlling functions. Focusing on theory and business students, written application that will help managers and future managers by academic thought leaders who translate real- understand the practices of management communication, world business experience this book combines ideas from industry experts, popu- into course readings and lar culture, news events, and academic articles and books reference materials for written by leading scholars. students expecting to tackle All of the levels of communication (intrapersonal, inter- Managerial management and leadership personal, group, organizational, and intercultural) play a challenges during their role in managerial communication and are discussed thor- professional careers. COMMUNICATION MANAGERIAL oughly. The top, middle, and frontline communications in Communication POLICIES BUILT which managers engage are also addressed. Expounding BY LIBRARIANS on theories of communication, the authors relate them to • Unlimited simultaneous the theories of management—such as crisis management, usage impression management, equity theory, and effective pre- • Unrestricted downloading sentation skills. These are the skills that are invaluable to and printing management. • Perpetual access for a one-time fee Reginald L. Bell is a Professor in the College of Business • No platform or at Prairie View A&M University. He received his PhD in maintenance fees Business Education from the University of Missouri at • Free MARC records Columbia. Bell has more than six dozen articles published • No license to execute in peer reviewed journals and proceedings and is a freq- The Digital Libraries are a uent contributor to Sup ervision. His research has also Reginald L. Bell comprehensive, cost-e ective appeared in Business Communication Quarterly, Interdiscip- way to deliver practical linary Journal of E-Learning and Learning Objects, Academy of Jeanette S. Martin treatments of important Educational Leadership Journal, and other notable journals. business issues to every student and faculty member. Jeanette S. Martin is a Professor Emeritus in the School of Business at University of Mississippi. Martin received her EdD in Business Educa tion from the University of Mem- phis. She is an active member of the Association for Busi- For further information, a ness Communication and her research has appeared in the free trial, or to order, contact: Journal of Education for Business, Journal of Business Commu- [email protected] nication, and Management Communication Quarterly. www.businessexpertpress.com/librarians C C C Debbie D. DuFrene, Editor ISBN: 978-1-60649-972-6 Managerial Communication Managerial Communication Reginald L. Bell and Jeanette S. Martin Managerial Communication Copyright © Business Expert Press, LLC, 2014. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means—electronic, mechanical, photocopy, recording, or any other except for brief quotations, not to exceed 400 words, without the prior permission of the publisher. First published in 2014 by Business Expert Press, LLC 222 East 46th Street, New York, NY 10017 www.businessexpertpress.com ISBN-13: 978-1-60649-972-6 (paperback) ISBN-13: 978-1-60649-973-3 (e-book) Business Expert Press Corporate Communication Collection Collection ISSN: 2156-8162 (print) Collection ISSN: 2156-8170 (electronic) Cover and interior design by Exeter Premedia Services Private Ltd., Chennai, India First edition: 2014 10 9 8 7 6 5 4 3 2 1 Printed in the United States of America. To our spouses and immediate family members: Our heartfelt thanks for allowing unfettered time on weekends to work on the book and for your patient support. —Reginald and Jeanette Abstract Managerial Communication explores what the communication manag- ers actually do in business across the planning, organizing, leading, and controlling functions. The top, middle, and frontline communications in which managers engage is also discussed. All of the levels of communi- cation (intrapersonal, interpersonal, group, organizational, and intercul- tural) play a role in managerial communication; therefore, these levels are explained thoroughly in Chapter 2, but are relevant in all chapters. As we expound, for example, on theories of communication we relate them to the theories of management such as crisis management, impression man- agement, equity theory, and effective presentation skills. These are the skills that are invaluable to management; you will begin to appreciate the depth and breadth of the painstaking effort we took to explicate these import- ant topics. Our book, therefore, brings communication to the forefront of management theory because it is our belief that management cannot function without the particular techniques of communication covered in Managerial Communication. Keywords business administration, communication, management functions, principles Contents Preface ..................................................................................................xi Acknowledgments .................................................................................xiii Chapter 1 The Nature of Managerial Communication .....................1 Chapter 2 The Managerial Communication Process .......................23 Chapter 3 Power, Climate, and Culture ..........................................45 Chapter 4 Ethical Issues in Management Communication .............63 Chapter 5 Conflict Resolution .......................................................85 Chapter 6 Communication Technology .......................................105 Chapter 7 Effective Presentation Skills .........................................121 Chapter 8 Impression Management .............................................145 Chapter 9 Employment Communication .....................................159 Chapter 10 Change Communication .............................................179 Chapter 11 Crisis Communication ................................................197 Chapter 12 Communication Audits ...............................................215 About the Authors ...............................................................................231 References ...........................................................................................233 Index .................................................................................................247 Preface Purpose Managerial Communication is the first book of its kind to offer a unique functions approach to managerial communication. Readers are engaged by a focus on theory and application that will help managers and future managers understand the practices of management communication. Managerial Communication combines ideas from industry experts, popular culture, news events, and academic articles and books written by leading scholars. It merges popular communication theories with broadly accepted management theories to provide practical solutions to managerial problems that occur across the functional areas and tiers of management. Contents The book includes 12 chapters (5 appendixes are included in the instructor’s manual) emphasizing the essentials of managerial communications for top, middle, and frontline managers engaged in the four functional areas of planning, organizing, leading, and controlling. The book is especially useful for managers and mid-career working adults enrolled in MBA programs, as there are many examples to which they can relate. The materials will also serve as guideposts for professors doing research and teaching in the managerial communications field. Professors with little or no industry experience will find the chapters’ contents replete with workplace examples. Professionals and future managers will find the contents of the book engaging and refreshing due to the real- world approach. Currently, there is a gap between academic research and business practice linking managerial problems to communications solutions. This book sheds light on particular techniques of management communication as they are used by people engaged in managing others at each level of the organization and across the various functional areas. xii PReface Managerial Communication Instructor’s Manual PowerPoint (PPT) slides for each chapter are included, which highlight the concepts of each chapter. The PPT is accessible from Business Expert Press by request from persons who will use the book for teaching purposes. In addition, the test questions are also available from Business Expert Press. Test items include structured-response and essay items. Questions and cases assessing mental abilities at the higher levels of the cognitive domain (analysis, synthesis, and evaluation levels) are emphasized. Reginald L. Bell, PhD Jeanette S. Martin, EdD Acknowledgments Thanks to our Editor We appreciate the honest and accurate feedback received from Debbie DuFrene, our editor, who helped us tremendously with this book. The features, figures, tables, charts, and graphs all were made much better because of Debbie’s meaningful comments;