Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
accessed on January 1, 2014; and Tommy Thompson, “The Problem
with ‘Hispanic Insights,’” Advertising Age, http://adage.com,
accessed on January 1, 2014.
2
Henry Mintzberg, The Nature of Managerial Work (New York:
Harper & Row, 1973).
3
Marshall Scott Poole, “Communication,” in Sheldon Zedeck
(ed.),
Handbook of Industrial and Organizational Psychology,
Vol. 3: Maintaining, Expanding, and Contracting the Organiza-
tion (Washington, DC: American Psychological Association,
2010), pp. 249–270.
4
See Michael H. Zack, “Managing Codified Knowledge,” Sloan
Management Review, Summer 1999, Vol. 40, No. 4, pp. 45–58.
5
“It’s Now Official: AOL, Time Warner to Split,” Wall Street
Journal, May 29, 2009, p. B1.
6
“UAL Shares Dive as Old News Surfaces on Net,” Wall Street
Journal, September 2008, pp. B1, B10.
7
Bruce Barry and Ingrid Fulmer, “The Medium and the Message: The
Adaptive Use of Communication Media in Dyadic Influence,”
Academy of Management Review, 2004, Vol. 29, No. 2, pp. 272–292.
8
Mintzberg, The Nature of Managerial Work.
9
Reid Buckley, “When You Have to Put It to Them,” Across the
Board, October 1999, pp. 44–48.
10
“‘Did I Just Say That?!’ How to Recover from Foot-in-Mouth,”
Wall Street Journal, June 19, 2002, p. B1.
11
“Executives Who Dread Public Speaking Learn to Keep Their Cool in
the Spotlight,”
Wall Street Journal, May 4, 1990, pp. B1, B6.
12
Henry Mintzberg, The Nature of Managerial Work (Englewood
Cliffs, NJ: Prentice-Hall), 1973.
13
Reid Buckley, “When You Have to Put It to Them,” Across the
Board, October 1999, pp. 44–48.
14
See “Watch What You Put in That Office Email,” BusinessWeek,
September 30, 2002, pp. 114–115; see also Institute of Leadership
and Management, “32% of People Making Inappropriate Use of
Work Emails,” April 20, 2011.
15
Nicholas Varchaver, “The Perils of E-mail,” Fortune, February 17,
2003, pp. 96–102; “How a String of E-Mail Came to Haunt CSFB and
Star Banker,” Wall Street Journal, February 28, 2003, pp. A1, A6; and
“How Morgan Stanley Botched a Big Case by Fumbling Emails,”
Wall Street Journal, May 16, 2005, pp. A1, A10.
16
A. Vavelas, “Communication Patterns in Task-Oriented
Groups,”
Journal of the Acoustical Society of America, 1950,
Vol. 22, pp. 725–730; and Jerry Wofford, Edwin Gerloff, and
Robert Cummins, Organizational Communication (New York:
McGraw-Hill, 1977).
17
Nelson Phillips and John Brown, “Analyzing Communications in and
around Organizations: A Critical Hermeneutic Approach,”
Academy
of Management Journal, 1993, Vol. 36, No. 6, pp. 1547–1576.
18
Walter Kiechel III, “Breaking Bad News to the Boss,” Fortune,
April 9, 1990, pp. 111–112.
19
Mary Young and James Post, “Managing to Communicate,
Communicating to Manage: How Leading Companies Commu-
nicate with Employees,” Organizational Dynamics, Summer
1993, pp. 31–43.
20
For one example, see Kimberly D. Elsbach and Greg Elofson,
“How the Packaging of Decision Explanations Affects Percep-
tions of Trustworthiness,” Academy of Management Journal,
2000, Vol. 43, No. 1, pp. 80–89.
21
Keith Davis, “Management Communication and the Grapevine,”
Harvard Business Review, September–October 1953, pp. 43–49.
22
Spread the Word: Gossip Is Good,” Wall Street Journal, October 4,
1988, p. B1.
23
See David M. Schweiger and Angelo S. DeNisi, “Communication with
Employees Following a Merger: A Longitudinal Field Experiment,”
Academy of Management Journal, March 1991, pp. 110–135.
24
Nancy B. Kurland and Lisa Hope Pelled, “Passing the Word: Toward a
Model of Gossip and Power in the Workplace,”
Academy of
Management Review, 2000, vol. 25, No. 2, pp. 428–438.
25
See Tom Peters and Nancy Austin, A Passion for Excellence (New
York: Random House, 1985).
26
Albert Mehrabian, Nonverbal Communication (Chicago: Aldine,
1972).
27
Michael B. McCaskey, “The Hidden Messages Managers Send,”
Harvard Business Review, November–December 1979, pp. 135–148.
28
David Givens, “What Body Language Can Tell You That Words
Cannot,”
U.S. News & World Report, November 19, 1984, p. 100.
29
Edward J. Hall, The Hidden Dimension (New York: Doubleday, 1966).
30
For a detailed discussion of improving communication effective-
ness, see Courtland L. Bovee, John V. Thill, and Barbara E.
Schatzman, Business Communication Today, 7th ed. (Upper
Saddle River, NJ: Prentice Hall, 2003).
31
See Otis W. Baskin and Craig E. Aronoff, Interpersonal
Communication in Organizations (Glenview, IL: Scott, Foresman,
1980).
32
See “You Have (Too Much) E-Mail,” USA Today, March 12, 1999,
p. 3B.
33
“Aviva Investors Accidentally Fires Entire Company Via Email,”
ibtimes.com, April 23, 2012.
34
Justin Fox, “The Triumph of English,” Fortune, September 18,
2000, pp. 209–212.
35
Joseph Allen and Bennett P. Lientz, Effective Business Commu-
nication (Santa Monica, CA: Goodyear, 1979).
36
See “Making Silence Your Ally,” Across the Board, October 1999,
p. 11.
37
Boyd A. Vander Houwen, “Less Talking, More Listening,”
HRMagazine, April 1997, pp. 53–58.
38
For a discussion of these and related issues, see Eric M. Eisenberg and
Marsha G. Witten, “Reconsidering Openness in Organizational
Communication,” Academy of Management Review, July 1987,
pp. 418–426.
39
For a recent illustration, see Barbara Kellerman, “When Should a
Leader Apologize—and When Not?”
Harvard Business Review,
April 2006, pp. 72–81.
40
Hugh Anderson, “Phone-Interview Tips for Savvy Candidates,”
BNet, 2010, http://www.techrepublic.com/, accessed on January
1, 2014; Anne Fisher, “Fear of Phoning,” Fortune, http://money.
cnn.com, accessed on January 1, 2014; Fisher, “How Can I
Survive a Phone Interview?” Fortune, http://money.cnn.com,
accessed on January 1, 2014; “Phone Interview Success,”
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Top Tips,” BNet, http://www.techrepublic.com/, accessed on
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Ways to Fail My Phone Interview,” The JobsBlog, http://
microsoftjobsblog.com, accessed on January 1, 2014.
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