How important is managerial communication? Dale Carnegie said 85 percent of one's financial success is due to one's ability in dealing with people; Bartlett and Ghoshal said communication is the lifeblood of an organization. Thus to both individuals and organizations, communication is vital. Communication skills, however, are not innate. They can be learned and improved. Based on this concept, the book is organized into a relatively simple framework that both students and teachers will find easy to grasp.

Chapter 1 Role of Communication in Business Organizations

 1.1 Warm-up Exercise

 1.2 Key Concepts

1.2.1 What Is Managerial Communication

1.2.2 Overview of Theories in Managerial Communication

1.2.3 Types of Communication

 1.3 Chapter Review

 1.4 Application: The Crisis of an Insurance Company

Chapter 2 The Managerial Communication Process

 2.1 Warm-up Exercise

 2.2 Key Concepts

2.2.1 Levels of Managerial Communication

2.2.2 Basic Elements of Communication

2.2.3 Basic Communication Principles

2.2.4 Managerial Communication and Organizational Socialization

2.2.5 Barriers to Effective Communication

2.2.6 Strategies for Effective Communication

 2.3 Chapter Review

 2.4 Application: The Dilemma of a Female Colleague

Chapter 3 Intra-organizational Communication

 3.1 Warm-up Exercise

 3.2 Key Concepts

3.2.1 Definition of Intra-organizational Communication

3.2.2 Communication Flows and Networks in an Organization

3.2.3 Barriers to Effective Internal Communication

3.2.4 Improving Internal Communication

 3.3 Chapter Review

 3.4 Application: Ⅰ.A Division Manager's Issues

Ⅱ.Christmas Orders

Chapter 4 Inter-organizational Communication

 4.1 Warm-up Exercise

 4.2 Key Concepts

4.2.1 Organizational Environment and Inter-organizational Communication

4.2.2 Maintaining Good Inter-organizational Relationships

4.2.3 Boosting Organizational Image

4.2.4 Providing Customer Services

 4.3 Chapter Review

 4.4 Application : Singan Supermarket

Chapter 5 Interpersonal Communication

 5.1 Warm-up Exercise

 5.2 Key Concepts

5.2.I Definition of Interpersonal Communication

5.2.2 Issues in Interpersonal Communication

5.2.3 Communication and Conflict

5.2.4 Strategies for Building Harmonious Workplace Relationships

 5.3 Chapter Review

 5.4 Application: Yuri's Dilemma

Chapter 6 Intercultural Communication

 6.1 Warm-up Exercise

 6.2 Key Concepts

6.2.1 Intercultural and the Myths of Intercultural Communication

6.2.2 What Is Culture

6.2.3 Cultural Differences

6.2.4 Characteristics of an Effective Intercultural Communicator

 6.3 Chapter Review

 6.4 Application: Expatriate Training Challenge

Chapter 7 Managerial Listening

 7.1 Warm-up Exercise

 7.2 Key Concepts

7.2.1 Benefits of Listening

7.2.2 Barriers to Listening

7.2.3 Techniques for Effective Listening

 7.3 Chapter Review

 7.4 Application : Listening-Skill Training Exercise

Chapter 8 Memos

 8.1 Warm-up Exercise

 8.2 Key Concepts

8.2.1 Memos vs Letters

8.2.2 What Is a Good Memo

8.2.3 Writing Process

8.2.4 AMemoModel

 8.3 Chapter Review

 8.4 Application : Memo Writing Exercises

Chapter 9 Reports

 9.1 Warm-up Exercise

 9.2 Key Concepts

9.2.1 Types of Reports

9.2.2 Rules for Writing a Report

9.2.3 Elements of Memo Reports

9.2.4 Elements of Formal Reports

 9.3 Chapter Review

 9.4 Application : Report Writing Exercises

Chapter 10 Oral Presentations

 10.1 Warm-up Exercise

 10.2 Key Concepts

10.2.1 Presentation Problems

10.2.2 Preparing a Presentation

10.2.3 Delivering Presentations

 10.3 Chapter Review

 10.4 Application : Haler Group

Chapter 11 Conducting Interviews

 11.1 Warm-up Exercise

 11.2 Key Concepts

11.2.1 What Is Interviewing

11.2.2 Barriers in the Interview Process

11.2.3 Effective Interviewing on the Part of Interviewer

11.2.4 Effective Interviewing on the Part of Interviewee

 11.3 Chapter Review

 11.4 Application: Tom Smith and His Interview