Management Communication

Arthur H. Bell is Executive Director of MBA Programs at the Masagung Graduate School of Management, University of San Francisco, where he is also Professor of Management Communication. He holds his PhD in English from Harvard University and is the author of 49 books on a variety of management, communication, language, and literature topics. Among his most recent books are Winning with Trust in Business, with R. Cohn (Pelican, 2008), Butterflies Be Gone! Banishing Speaker's Nerves (McGraw-Hill, 2008), and You Can't Talk to Me That Way! Stopping Toxic Language in the Workplace (Career Press, 2006). Dayle M. Smith is Professor of Management and Director of the Honors Program in the School of Business and Professional Studies, University of San Francisco. She holds her PhD in Organizational communication from the University of Southern California. She teaches undergraduate, MBA, and Executive MBA classes in Leadership, organizational behavior, teambuilding, and human resource management. She is the author of many books in her field, including Women at Work: Leadership for a New Century (Prentice Hall, 1999) and Learning Team Skills 2e (Prentice Hall, forthcoming 2009).

• Preface iiiAcknowledgements vIntroduction viiPart One Pillars of Management Communication 1Chapter 1 Communication Architecture for Professional Success 5Chapter 2 A Process for Management Writing 46Chapter 3 Individual and Collaborative Styles for Management Writing 72Chapter 4 Oral Presentations 103Chapter 5 Listening 145Part Two Letters, Memos, and Email 159Chapter 6 Formats and Techniques for Business Letters 163Chapter 7 Saying “Yes” and “No” in Correspondence 191Chapter 8 Persuasive Messages 226Chapter 9 Effective Memos and E-mail 251Part Three Reports and Proposals 271Chapter 10 Short and Long Reports 275Chapter 11 Proposals and Business Plans 340Chapter 12 Graphic Aids for Documents and Presentations 362Part Four Career Communication 389Chapter 13 The Career Search, Resumes, and Follow-up Communications 393Chapter 14 Guidelines for Interviewees and Interviewers 433Part Five Communication Issues for Management Success 447Chapter 15 Managing Meetings and Telephone Work 451Chapter 16 Ethics and Law for Management Communication 467Chapter 17 Gender Communication 488Chapter 18 Crisis Communication and Media Relations 500Chapter 19 Communication for Intercultural Management 509Appendix A Management Communication Cases 533Appendix B Grammar, Punctuation, and Usage 565Appendix C Documentation 574Index 583

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