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