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Ch. 1 The Challenge of Organizational Communication 1
Our Complicated World 2
Meeting These Challenges 9
Looking Ahead 13
Ch. 2 Classical Approaches 16
The Machine Metaphor 17
Henri Fayol's Theory of Classical Management 18
Max Weber's Theory of Bureaucracy 22
Frederick Taylor's Theory of Scientific Management 24
Communication in Classical Approaches 28
Classical Management in Organizations Today 30
Summary 32
Case Study The Creamy Creations Takeover 33
Ch. 3 Human Relations and Human Resources Approaches 35
The Human Relations Approach 36
The Human Resources Approach 43
Communication in Human Relations and Human Resources Organizations 50
Human Relations and Human Resources Organizations Today 51
Summary 54
Case Study Teamwork at the Marshall's Processing Plant 55
Ch. 4 Systems Approaches 57
The Systems Metaphor and Systems Concepts 58
Methods for Studying Organizational Systems 71
Summary 76
Case Study Sensemaking after the Acquisition 76
Ch. 5 Cultural Approaches 79
Prescriptive Views of Culture 80
Alternative Approaches to Culture 84
Schein's Model of Organizational Culture 88
Methods for Studying Organizational Culture 94
Summary 96
Case Study The Cultural Tale of Two Shuttles 97
Ch. 6 Critical Approaches 99
Critical Approaches 100
Two Critical Approaches in Communication 110
Research Methodology in the Critical Approach 116
Summary 118
Case Study Talking Turkey 118
Ch. 7 Assimilation Processes 120
Models of Organizational Socialization 121
Communication Processes during Assimilation 126
Summary 135
Case Study The Church Search 137
Ch. 8 Decision-Making Processes 139
Models of the Decision-MakingProcess 140
Small-Group Decision Making 143
Participation in Decision Making 143
Summary 154
Case Study Too Many Majors 156
Ch. 9 Conflict Management Processes 159
Conceptualizing the Conflict Process 160
Managing Organizational Conflict 162
Factors Influencing the Conflict Management Process 169
Summary 175
Case Study The Problem with Teamwork 176
Ch. 10 Organizational Change and Leadership Processes 179
Organizational Change Processes 180
Organizational Leadership 187
Summary 192
Case Study Leading Nurses through Hospital Change 195
Ch. 11 Processes of Emotion in the Workplace 197
Emotion in the Workplace 198
Stress, Burnout, and Social Support in the Workplace 204
Summary 213
Case Study Inexplicable Events 214
Ch. 12 Organizational Diversity Processes 217
Women and Minorities in Today's Organizations 218
The Multicultural Organization 224
Summary 233
Case Study Perspectives on Encouraging Cultural Diversity 235
Ch. 13 Technological Processes 237
Types of Organizational Communication Technology 238
Theories of Communication Media Usage 242
Effects of Organizational Communication Technology 247
Summary 252
Case Study High-Tech Gardening 254
Ch. 14 The Changing Landscape of Organizations 257
Communication in the Global Workplace 258
Communication in an Era of Shifting Identity 263
Communication in a Service Economy 266
Summary 271
Case Study Charting the Changing Nature of Work 272
References 275
Name Index 297
Subject Index 304
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