Chapter 1 A Communication Model
What Is Communication; Barriers to Effective Communication; Communication in Practice
Chapter 2 Interpersonal Communication Skills for Managers
Interpersonal Communication; Types of Interpersonal Communication
Chapter 3 Oral Communication Skills
Listening and Speaking; Non-verbal Communication; Public Speaking
Chapter 4 Written Communication Skills
Communication Through Writing; The Process of Writing
Chapter 5 The Process of Management
Planning; Organizing; Directing ; Controlling
Chapter 6 Human Resource Management I
Recruitment and Selection; The Job Hunting Process; New Employee Orientation; Training and Team Building; Motivation of Employees
Chapter 7 Human Resource Management II
Organizational Constraints; Delegation; Job Enrichment;
Employee Appraisals, Discipline and Development;
Chapter 8 General Management Challenges
Showing Respect for Every Employee; Group Climate and the Management of Frustration and Conflict; The Management of Time; Managing Effective Meetings
Chapter 9 Marketing Communication
Marketing; Advertising; Sales; Customer Service
Chapter 10 Inter-organizational Communication
What Is the Same? What Is Different?; Guidelines for Inter-organi-zational Communication
Chapter 11 International Management and Intercultural Communication
Language; Non-verbal Communication Elements; Culture
Chapter 12 Strategic Management Communication
Introduction; Aspects of Strategic Planning; Communication in Strategic Management
Chapter 13 Executive Decision Making
Decision Making and Top Management; Effective Decision Making; Problem Solving
Chapter 14 Leadership and Communication
What Is Leadership?; Approaches to Leadership;Leadership by Objectives and Results
Appendix A Exercises for Personal Assessment
Appendix B Guidelines for Teachers and Trainers
Communication is the single most important leadership skill and the most important organizational topic to be discussed in this book. Civilization is created through communication; culture is transmitted to future generations, problems are solved, relation-ships formed, all that makes us human is wrapped up in our ability to communicate effectively.
Communication can be defined as a two-way transfer of meaning. Each part of this definition contains meaning that aids in understanding what communication is and does. Two-way implies that communication is an interactive process with information both being sent and returning. The term transfer in the definition implies that the meaning must get from one person to another. There is no current "Mork from Ork" technique for touching another person and instantaneously transferring information. Therefore, your message must go through a medium. There are problems in getting the message through that medium.
The third part of the definition is the concept of meaning. The definition could read "a two-way transfer of information, ideas, concepts, or feelings." Any of these definitions would have been adequate, but the word meanings was chosen because several concepts associated with the term meanings aid in the understanding of communication.
First, meanings come from two places: inside the communicator and from the context （environment） of the communication. When you are communicating with a different person, or the same person in a different environment, the meaning will change. Telling employees to get a job done immediately will sound different to them on a Friday afternoon than it will on a Tuesday morning.
Second, people develop meanings for communication symbols based on their experi-ence. Since no two people have the same experience, no two people will have the same meanings. A client may call you and say that his check was incorrect. What you think of, as a check may not be what he means by a check. In fact, he could be referring to an invoice, a receipt, or a bill of lading.
Third, and the most important concept to understand: Words do not have meanings, only people have meanings. If you want your brain filaments to burn out, consider the fact that the word word is a word. What does the word word mean？ It does not mean anything. It is just a collection of squiggly lines. I know what word means to me. You know what word means to you. If we share a common meaning we can communicate.