Fundamentals of Organizational Communication - GBV

Fundamentals of Organizational Communication Knowledge, Sensitivity, Skills, Values Eighth Edition

PAMELAS.

SHOCKLEY-ZALABAK University of Colorado

Allyn & Bacon Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico City Sao Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo

CONTENTS

Preface

XIV

Organizational Communication as Meaning 17 Organizational Communication as Purpose 17

CHAPTER 1

Self-Assessment of Personal Development Needs 18

Organizational Communication: A Competency-Based Approach

1

Chapter Highlights

The Changing Nature of Organizations and Work 1 Challenges for Individuals and Organizations The Communications Era

2

2

24

Workshop 24 • The Case Against Hiring Karen Groves 25 • The "What Do You Mean I'm Not Getting a Raise?" Case 25 Tips for Effective Communication

25

Communication: The Key to Organizational Excellence 4

References and Suggested Readings , 26

Excellence in Communication: Communication Competency 5

CHAPTER 2

Organizational Communication: A CompetencyBased Approach 7 • The "What Business Is This of Ours?" Case 8 Basics of Human Communication

9

Defining Communication 10

The Human Communication Process

Concepts of Organizations

10

14

15

Definitions of Organizational Communication

• The Coronado Company's Quality Defects Case 27 Introduction

28

The Functional Tradition

!

Source/Receiver 10 Encoding/Decoding 11 Message 11 Channel 11 Noise 12 Competence 12 Field of Experience 12 Communication Context 13 Effect 13

The Construction of Shared Realities

Perspectives for Organizational Communication 27

16

Organizational Communication as Process 16 Organizational Communication as People 16 Organizational Communication as Messages 17

30

Organizational Communication Systems: Component Parts 31 Communication Inputs 31 Communication Throughput 32 Communication Output 32 Open versus Closed Systems 32 Message Functions 33 Organizing Functions 34 Relationship Functions 34 Change Functions 35 Message Structure 35 Communication Networks 36 Communication Channels 37 Message Direction 38 Communication Load 39 Message Distortion 40 The Functional Tradition: Summary of Essential Characteristics 41 VII

Viii

Contents

The Meaning-Centered Approach

41

Communication as Organizing and Decision Making Communication as Influence Identification

44

Socialization

45

44

The Human Behavior School

46

76 77

Communication Implications of Human Behavior

Communication as Culture Communication Climate

Theories in Contemporary Organizations

49 50

Integrated Perspectives Viewpoints

The Meaning-Centered Approach: Summary of Essential Characteristics 51

Emerging Perspectives

51

Communication as Constitutive Process

52

Communication Constitutes Organization

52

Postmodernism and Organizational Communication

54

-Critical Theory and Organizational Communication

55

Feminist and Race Perspectives and Organizational Communication

56

Institutions and Organizational Communication

58

Global Cultures and Organizational Communication Technology and Organizational Communication

60 61

Emerging Perspectives: Summary of Essential Issues

62

Practical Theory and Organizational Communication

62

Chapter Highlights

63

Workshop 64 • The United Concepts Advertising Agency Dilemma Case 64 • The "Newcomers Aren't Welcome Here" Case 64 y Tips for Effective Communication References and Suggested Readings

65 65

CHAPTER 3 Communication Implications of Major Organizational Theories 69 a The Davis Instrument Company's Manufacturing Crisis 69

81

82

Process and Environmental Approaches

82

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

87

'

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 92

Postmodern, Critical, and Feminist Perspectives 93 Stewart Clegg • Jurgen Habermas • Marta Calas and Linda Smircich • Karen Ashcraft Communication Implications of Postmodern, and Feminist Perspectives in Contemporary Organizations 96

Chapter Highlights

Critical,

97

Workshop 97 • The "What Do You Mean I'm Not Going to Graduate?" Case 98 • The "We Never Had to Advertise Before" Case 99 Tips for Effective Communication References and Suggested Readings

99 99

CHAPTER 4

70

The Scientific Management School

72

Principles and Basic Activities for Scientific Management

Management 75

Mary Parker Follett • Elton Mayo • Douglas McGregor • Rensis Likert

48

Introduction

Communication Implications of Scientific Theories in Contemporary Organizations

Major Human Behavior Theories

Communication Rules Power

41

72

• The Presidential Fact-Finding (WitchHunt?) Case 101

Frederick Taylor Principles of Management

73

Introduction

Henri Fayol Principles of Bureaucracy

Max Weber

Organizational Communication: Values and Ethical Communication Behaviors 101

74

102

Values in Organizational Communication Organizational Value Systems

104

103

Contents

Organizational Values, Globalization, and Diversity Individual Values

Appraising Your Individual Value System

109

Ethics in Organizational Communication

112

The Abuse of Ethics Defining Ethics

Predispositions for Organizational Behaviors 146

113

Defining Ethical Communication

Communication Competency

Organizational

118

Forming Interpersonal Relationships Supervisors and Employees

Ethical Dilemmas in Organizational Communication 120 Representing Skills and Abilities

Peers

120

Communication Behaviors Related to

Information

122

154 157

Diversity and Interpersonal

Relationships

Trust and Interpersonal Relationships

161

162

122

Communication Behaviors and Technology Destructive Communication Behaviors

Workplace Emotion, Balance, and Interpersonal Relationships 163

123

124

Planned Organizational Communication

Technology and Interpersonal Relationships

125

Courage, Responsibility, Trust, and Ethics

126

Increasing Interpersonal Effectiveness

Developing Ethical Standards in Organizational Communication 126 Ethical Dilemmas in Organizational Communication

Chapter Highlights

149

Communication Networks and Interpersonal Relationships 157

121

Collection, Dissemination, Problem Solving, and Decision Personal Communication Behaviors

148

150

Customers, Clients, and Vendors

Communication Behaviors Related to Money

Making

147

148

Interpersonal Experiences 148 • Dave Green: Interpersonal Experiences

116

Organizational Conundrums

Communication

Leadership and Conflict Preferences

114

116

Evaluating Ethical Behavior

140

Abraham Maslow • Frederick Herzberg • B. F. Skinner • Gerald Salancik and Jeffrey Pfeffer

112

Influences for Ethical

m Dave Green:The Intrapersonal Experience 140 Motivation

112

Making Ethical Decisions

Communication

105

107

ix

Cultural Intelligence

Active Listening

167 170

Guidelines for Good Listening

130

Descriptive Messages

172

172

Workshop 130 People, Planet, and Profit: Sustainability and the Triple Bottom Line, Laura Quinn 130 GreenBean Coffee, Inc. —Is It Our Responsibility? Laura Quinn 132

Tips for Effective Communication

Tips for Effective Communication

References and Suggested Readings

133

References and Suggested Readings

Chapter Highlights Workshop

166

166

Valuing Diversity 126

164

174

175 176 177

133

CHAPTER 6 Groups in Organizations 181

CHAPTERS Individuals in Organizations 136 m Dave Green's First Real Job ' Introduction

Introduction 182 Small-Group

137

Individuals in Organizations

136

M Dave Greens Small-Group Experiences 181

138

Experiences

Types of Groups

183

Primary Work Teams 184

The Intrapersonal Experience

139

Directional Groups 186

182

Contents

Quality Teams

Leadership and Management Challenges

187

Task Force Groups Steering Committees Focus Groups

189

189

190

Geographically Diverse Teams Social Support Groups

190

Communities of Practice

190

Determinants of Leadership Effectiveness

The Team-Based Organization

Leadership Effectiveness

193

194 194

Leadership 194

196 198

'

239

Principled, Excellent, and Ethical Leadership 201

Identifying Constructive Communication Leadership

Increasing Group Participation Effectiveness 202

243

Workshop 244 Leadership That Transforms, Michael Z. Hackman and Craig Johnson 244

204

Tips for Effective Communication

205

Tips for Effective Communication References and Suggested Readings

240

Behaviors for

242

Chapter Highlights

Negative Participation Behaviors 202 Positive Participation Behaviors 203

Workshop

239

Increasing Leadership Effectiveness

199

234

234

Situational Analysis for Leadership

197

Groups and Technology Use

Chapter Highlights

231

Communication Tactics for Leadership Power Bases for Leaders

Creativity and Collaboration Virtual Groups

231

Strategic Communication Objectives for

Workplace Democracy

Diverse Work Groups

230

Predispositions for Leadership Communication

Group Norms and Communication Roles

Working in Groups

230

Communication Competencies as Determinants of

191

High-Reliability Organizations

Group Processes

227

Changing Organizational Forms 227 Global and Multicultural Changes 228 High-Speed Management 229 Inclusive-Participation Processes 229 Building Trust 229

188

References and Suggested Readings

208

247 248

208

CHAPTER 8 Participating in Organizations: Developing Critical Organizational Communication Competencies 250

CHAPTER 7 Leadership and Management Communication 210 • The Case of the Invisible Manager Introduction

• The Decisions, Problems, More Decisions Case 250

210

211

Introduction

251

The Importance of Leadership and Management Communication 212

Defining Decision Making and Problem Solving 252

Theories of Leadership and Management

Influences for Decision Making and Problem Solving 253

Trait Approaches

215

Style Approaches

216

Situational Approaches

Culture

253

The Decision/Problem Issue

219

Transformational Approaches Discursive Approaches

213

Communication Competency

222

224

Distinctions between Leadership and Management 225

,

Technical Competency

254 254

255

Methods for Decision Making and Problem Solving 255

Contents

Workshop 279 The Training Manager of Food Service Industries E-Mail Exercise 280

Individual Approaches 255 Leader Mandate 256 Majority Rule 256 Powerful Minority 256 Consensus 257

Tips for Effective Communication References and Suggested Readings

Barriers to Effective Decision Making and Problem Solving 257 Organizational Barriers 257 Task and Procedural Barriers 258 Interpersonal Barriers 258 Problem-Solving Processes 259 The Standard Agenda: A Rational Model 259 Brainstorming 260 Experientially Based Processes 260 Increasing Decision-Making and Problem-Solving Effectiveness 261 Interaction Process Skills 261 Fact-Finding and Evaluation Skills 262 Information Criteria 262 • The Spending. More to Save More Presentation Case 263 Interviews in Organizations 264 The Informational Interview 264 The Employment Interview 266 The Performance Appraisal Interview 266 The Complaint Interview 267 The Counseling Interview 267 The Media Interview 268 Increasing Interview Effectiveness Presentations in Organizations

268

269

Types of Organizational Presentations 271 Training/Educational Presentations 271 Informational Presentations 272 Persuasive Presentations 272 Increasing Presentation Effectiveness

273

Increasing Credibility 273 Audience and Context Analysis 274 Preparation of Material 274 Preparation for Presenting 275 Handling Participation 275

281 281

CHAPTER 9 Organizational Conflict: Communicating for Effectiveness 283 m The Middlesex Insurance Company Case 283 Introduction

284

Defining and Describing Conflict Processes 285 Defining Conflict 285 Conflict Contexts 285 Conflict Causes 286 Conflict Episodes 289 The Individual in Organizational Conflict Orientations/Predispositions/Styles 295 Strategic Objectives 298 Communication Tactics in Conflict 299 Emotion during Conflict 302 Groups in Organizational Conflict Group Members in Conflict 304 Framing and Sensemaking 304 Procedural Conflict 305 Interpersonal Issues 305 Substantive Issues 306 Groupthink 306

292

303

Group Conflict Management Processes 306 Power and Organizational Conflict 307 Conflict with Customers and Vendors 308 Special Types of Organizational Conflict: Sexual Harassment, Discrimination, Ethical Abuses

309

Productively Engaging in Conflict 312 Supportive Climates, Ethical Behaviors, Principled Negotiation, and Co-Construction 313

Communications Technology in Organizations 275 Preparation for Communications Technology 278

Guidelines for Productive Conflict 316 A Process for Productive Conflict 317 The Process 317

Chapter Highlights

Chapter Highlights

278

xi

319

Xii

Contents

Workshop

Southwest Airlines: Social Media in Action, Adam Saffer 348

319

Tips for Effective Communication

321

References and Suggested Readings

Tips for Effective Communication

321

352

References and Suggested Readings

352

CHAPTER 10 Strategic Organizational Communication: Professional Applications of Organizational Communication 323 • The Press and the Stockholders Want to Know Case 323 Introduction

Introduction

Describing Strategic Organizational Communication 325 Perspectives on Strategic Communication 326

328

Strategic Management

Organizational Silence

330

Knowledge or Information Risk Perception

330

Uncertainty

332

361

Organizational Leaders

335

362 362

363

Organizational Trust

363

Organizational Decline

363

The Leadership of Development and Change

336

Models and Processes for Development and Change 365

340

Integrated Marketing Communications

341

Organizational Transformation

341

Diffusion of Innovation

342

Technology and Strategic Communication 344

The Process Model

Organizational

Evaluating Strategic Organizational Communication

Ethical Issues in Strategic Organizational Communication 345 346

Workshop 346 Communication about Risk and Crisis in the Twenty-first Century, Sherwyn P. Morreale 347

365

366

The Purchase Model The Doctor-Patient

Process

365

Stakeholder Theory

343

Relationship Marketing and the Use of Marketing Databases 343

Chapter Highlights

361

335

Risk and Crisis Communication

Branding

333

334

Public Affairs and Issues Management

Advertising

Deficits

361

Active and Passive Resistance

Managing an Organization's Image or Reputation

The Marketing Mix

360

Contradictions and Misalignments

332

Internal Communications

360

360

329

Strategic Organizational Communication

Marketing

Barriers to Change

327

Complacency

The Global Environment

357

Developing and Sustaining Organizational Excellence 359

Organizational

Environmental Scanning

Media Relations

356

The Pace of Change

The Organization and Its Environment

Public Relations

Organizational Change and Communication 355 • The Techtron Computers "Want to Survive, Go Public, and Then What?" Case 355

324

Multiple Publics

CHAPTER 11

367 Model

367

367

Appreciative Inquiry

368

345

Planned Development and Change Data Collection Data Evaluation

370

Planning and Implementing Evaluating Results

Solutions

373

Communicating about Change Chapter Highlights

368

368

375

374

371

364

Contents

Workshop

376

Cellular Organization 400

• Jane Edwards' Problem Employee 376 • The Case of the Poorly Written Manual 376 • The Transition of Stanley Manufacturing 376 • The Crisis at Homes for the Homeless 376 • Mason Financial Is Working at Capacity 377 • Changes for Hewlett Designers 377 • Into the Pit and Out Again: An Organizational Turnaround, Nina Polok 378 Tips for Effective Communication

382

References and Suggested Readings

382

CHAPTER 12 Career Options for Organizational Communication 384 • The "Where Do We Go from Here?" Case 384 Introduction

XJM

385

Choosing a Communication Career 386 Knowledge for Employment Matching 386 Sensitivity for Employment Matching 387 Skills for Employment Matching 388 Values for Employment Matching 388 Career Choices in Organizational Communication 389 Internal Communication 391

Team-Based Careers 401 Chapter Highlights Workshop

Educational Preparation for Organizational Communication Careers 396 Careers in the Twenty-first Century 397 Old versus New Career Paradigms 397 Protean Careers 398 The Boundaryless Career 399 Twenty-first-Century Organizational Forms and Career Skills 399 Networked Organization 400

402

Tips for Effective Communication References and Suggested Readings

408 408

APPENDIX Putting it All Together 409 Cases 409 / Can't Believe Our Entire World Is Wired 412 How Did This Harm Occur? 413 Granite City's Homeless Shelter. Doing More with Less 414 Dennison Computer Corporation —A Lesson in Organizational Culture 415 China, India, and Oklahoma City: Working Together, but How? 418 Don Augustine's Disappointed Staff 418 . Dora Cartwright's Leadership Dilemma 420 Kathy's Stubborn, Smart Streak 421 Brian James Doesn't Know What to Believe 421 I Am Tired and Stressed 422 I Thought I Gave Them Everything 423 Ann Cartwright, Vice PresidenVof Drummond Industries 423

The Rule Here Is to Do What Management Wants 424

External Communications 392 Sales 393 Human Services 393 Education 393 Research: Information Management 394 Management 394 Consulting 395 Additional Options for Organizational Communication

401

395

Two Men —Two Issues—Two Japanese Workers, Rieko McAdams 425 I Thought We Were a Team 426 The Internal Communications Dilemma 426 The Reluctant Team Member 427 What Happened to the Value of Networking? 428 The " Walking the Talk" Manager 428 Working Together at a Distance 429 Career and Personal Needs Just Don't Mix 430 The Competitive Leak Is More Than a Crisis 430 The CEO Puts Her Foot in Her Mouth 431 The Only U.S.A. Communicator on the Team 431 Working across Time and Space 432 Are We a High-Reliability Team or Not? 433

Author Index 434 Subject Index 439