1. Chapter Two The Model of Strategic Communication

2. Ethical Guidelines Maintain Candor Maintain Candor Keep Message Accuracy Keep Message Accuracy Avoid Deception Avoid Deception Maintain Consistent Behavior Maintain Consistent Behavior

3. Ethical Guidelines Keep Confidences Keep Confidences Ensure Timeliness of Communication Ensure Timeliness of Communication Confront Unethical Behavior Confront Unethical Behavior Cultivate Empathic Listening Cultivate Empathic Listening

4. The Model of Strategic Communication Four Areas: Four Areas: Goal Setting Goal Setting Situational Knowledge Situational Knowledge Communication Competence Communication Competence Anxiety Management Anxiety Management

5. The Model of Strategic Communication Area One: Goal Setting The Goal Setting Process The Goal Setting Process Identify the Problem Identify the Problem Map Out the Strategy Map Out the Strategy Set a Performance Goal Set a Performance Goal Identify Necessary Resources Identify Necessary Resources Recognize Contingencies Recognize Contingencies Obtain Feedback Obtain Feedback

6. The Model of Strategic Communication Area Two: Situational Knowledge Organizational Structure Organizational Structure Organizational Learning Organizational Learning On-the-Job Training On-the-Job Training Organizational Politics Organizational Politics Communication Climate/Culture Communication Climate/Culture

7. The Model of Strategic Communication Area Two: Situational Knowledge Organizational Structure Organizational Structure Actual Environment Actual Environment Virtual Organizations Virtual Organizations Actual Plus Virtual Components Actual Plus Virtual Components Hierarchy Hierarchy Tall Organizations Tall Organizations Flat Organizations Flat Organizations

8. The Model of Strategic Communication Area Two: Situational Knowledge Organizational Learning Organizational Learning Adaptive Learning Adaptive Learning Organizational Value Organizational Value Specific Knowledge of the Organization Specific Knowledge of the Organization Observing Successes and Failures Observing Successes and Failures

9. The Model of Strategic Communication Area Two: Situational Knowledge On-the-Job Training On-the-Job Training Formal and Informal Opportunities Formal and Informal Opportunities Periods of Employment Periods of Employment Assimilation Assimilation Metamorphosis Metamorphosis Ongoing Training and Education Ongoing Training and Education

10. The Model of Strategic Communication Area Two: Situational Knowledge Organizational Politics Organizational Politics Distribution of Power, Resources, and Rewards Distribution of Power, Resources, and Rewards Influencing Others to Accomplish Goals Influencing Others to Accomplish Goals Recognize Political Actions Recognize Political Actions Consider Ethical Consequences Consider Ethical Consequences Examine Political Communication Styles Examine Political Communication Styles

11. The Model of Strategic Communication Area Two: Situational Knowledge Communication Climate Communication Climate Supportiveness Supportiveness Participative Decision Making Participative Decision Making Trust, Confidence, and Credibility Trust, Confidence, and Credibility Openness and Candor Openness and Candor High Performance Goals High Performance Goals

12. Advantages of Open Communication Improved Organizational Communication Improved Organizational Communication Enhanced Job Satisfaction Enhanced Job Satisfaction Improved Role Clarity Improved Role Clarity Increased Information Adequacy Increased Information Adequacy Increased Respect and Responsiveness Increased Respect and Responsiveness

13. The Model of Strategic Communication Area Three: Communication Competence Messages Messages Internal Communication Internal Communication External Communication External Communication Channels Channels

14. The Model of Strategic Communication Area Three: Communication Competence Messages Messages Specific and Accurate Specific and Accurate Honest and Logical Honest and Logical Complete and Succinct Complete and Succinct Include Time Frames Include Time Frames Relevant and Timely Relevant and Timely Ask for Feedback Ask for Feedback

15. The Model of Strategic Communication Area Three: Communication Competence Internal Communication Internal Communication Downward Downward Upward Upward Horizontal Horizontal Informal Networks Informal Networks

16. The Model of Strategic Communication Area Three: Communication Competence Downward Communication Downward Communication Job Instructions Job Instructions Job Rationale Job Rationale Procedures and Practices Procedures and Practices Feedback Feedback Indoctrination of Goals Indoctrination of Goals

17. The Model of Strategic Communication Area Three: Communication Competence Upward Communication Upward Communication Employee Job-Related Problems Employee Job-Related Problems Information About Employees Information About Employees Communication About Practices and Policies Communication About Practices and Policies Progress Toward Goals Progress Toward Goals

18. The Model of Strategic Communication Area Three: Communication Competence Horizontal Communication Horizontal Communication Problem Solving Problem Solving Information Sharing Information Sharing Task Coordination Task Coordination Morale Builder Morale Builder Conflict Resolution Conflict Resolution

19. The Model of Strategic Communication Area Three: Communication Competence Informal Networks (“The Grapevine”) Informal Networks (“The Grapevine”) Develops Rapidly in Flat Organizations Develops Rapidly in Flat Organizations Some Minimize and Control Messages Some Minimize and Control Messages Handles Much Information Handles Much Information Indicates Employee Attitudes and Sentiments Indicates Employee Attitudes and Sentiments Common Channel for Rumors Common Channel for Rumors

20. The Model of Strategic Communication Area Three: Communication Competence External Communication External Communication Messages Between the Organization and the Environment Messages Between the Organization and the Environment Internet and World Wide Web Internet and World Wide Web Customers, Competitors, and Current Conditions Customers, Competitors, and Current Conditions Listening to the Environment Listening to the Environment

21. The Model of Strategic Communication Area Three: Communication Competence Channels Channels Channel Richness Channel Richness Proper Channel Selection Proper Channel Selection Speed and Accuracy Speed and Accuracy Feedback and Selectivity Feedback and Selectivity Appropriateness and Cost Appropriateness and Cost Accountability and Acceptability Accountability and Acceptability

22. The Model of Strategic Communication Area Four: Anxiety Management Novelty Novelty Formality Formality Subordinate Status Subordinate Status Conspicuousness Conspicuousness Lack of Skill Lack of Skill Past Experiences Past Experiences Evaluations Evaluations