管理沟通理论与实践教程

Chapter1RoleofCommunicationinBusinessOrganizations

1.1Warm-upExercise

1.2KeyConcepts

1.2.1WhatIsManagerialCommunication

1.2.2OverviewofTheoriesinManagerialCommunication

1.2.3TypesofCommunication

1.3ChapterReview

1.4Application:TheCrisisofanInsuranceCompany

Chapter2TheManagerialCommunicationProcess

2.1Warm-upExercise

2.2KeyConcepts

2.2.1LevelsofManagerialCommunication

2.2.2BasicElementsofCommunication

2.2.3BasicCommunicationPrinciples

2.2.4ManagerialCommunicationandOrganizationalSocialization

2.2.5BarrierstoEffectiveCommunication

2.2.6StrategiesforEffectiveCommunication

2.3ChapterReview

2.4Application:TheDilemmaofaFemaleColleague

Chapter3Intra-organizationalCommunication

3.1Warm-upExercise

3.2KeyConcepts

3.2.1DefinitionofIntra-organizationalCommunication

3.2.2CommunicationFlowsandNetworksinanOrganization

3.2.3BarrierstoEffectiveInternalCommunication

3.2.4ImprovingInternalCommunication

3.3ChapterReview

3.4Application:Ⅰ.ADivisionManagersIssues

Ⅱ.ChristmasOrders

Chapter4Inter-organizationalCommunication

4.1Warm-upExercise

4.2KeyConcepts

4.2.1OrganizationalEnvironmentandInter-organizationalCommunication

4.2.2MaintainingGoodInter-organizationalRelationships

4.2.3BoostingOrganizationalImage

4.2.4ProvidingCustomerServices

4.3ChapterReview

4.4Application:SinganSupermarket

Chapter5InterpersonalCommunication

5.1Warm-upExercise

5.2KeyConcepts

5.2.IDefinitionofInterpersonalCommunication

5.2.2IssuesinInterpersonalCommunication

5.2.3CommunicationandConflict

5.2.4StrategiesforBuildingHarmoniousWorkplaceRelationships

5.3ChapterReview

5.4Application:YurisDilemma

Chapter6InterculturalCommunication

6.1Warm-upExercise

6.2KeyConcepts

6.2.1InterculturalandtheMythsofInterculturalCommunication

6.2.2WhatIsCulture

6.2.3CulturalDifferences

6.2.4CharacteristicsofanEffectiveInterculturalCommunicator

6.3ChapterReview

6.4Application:ExpatriateTrainingChallenge

Chapter7ManagerialListening

7.1Warm-upExercise

7.2KeyConcepts

7.2.1BenefitsofListening

7.2.2BarrierstoListening

7.2.3TechniquesforEffectiveListening

7.3ChapterReview

7.4Application:Listening-SkillTrainingExercise

Chapter8Memos

8.1Warm-upExercise

8.2KeyConcepts

8.2.1MemosvsLetters

8.2.2WhatIsaGoodMemo

8.2.3WritingProcess

8.2.4AMemoModel

8.3ChapterReview

8.4Application:MemoWritingExercises

Chapter9Reports

9.1Warm-upExercise

9.2KeyConcepts

9.2.1TypesofReports

9.2.2RulesforWritingaReport

9.2.3ElementsofMemoReports

9.2.4ElementsofFormalReports

9.3ChapterReview

9.4Application:ReportWritingExercises

Chapter10OralPresentations

10.1Warm-upExercise

10.2KeyConcepts

10.2.1PresentationProblems

10.2.2PreparingaPresentation

10.2.3DeliveringPresentations

10.3ChapterReview

10.4Application:HalerGroup

Chapter11ConductingInterviews

11.1Warm-upExercise

11.2KeyConcepts

11.2.1WhatIsInterviewing

11.2.2BarriersintheInterviewProcess

11.2.3EffectiveInterviewingonthePartofInterviewer

11.2.4EffectiveInterviewingonthePartofInterviewee

11.3ChapterReview

11.4Application:TomSmithandHisInterview

　　Howimportantismanagerialcommunication?DaleCarnegiesaid85percentofonesfinancialsuccessisduetoonesabilityindealingwithpeople;BartlettandGhoshalsaidcommunicationisthelifebloodofanorganization.Thustobothindividualsandorganizations,communicationisvital.Communicationskills,however,arenotinnate.Theycanbelearnedandimproved.Basedonthisconcept,thebookisorganizedintoarelativelysimpleframeworkthatbothstudentsandteacherswillfindeasytograsp.