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440 Part 4 • Leading
Endnotes

1. D. L. Berchelmann, “You’re Doing “Business-Speak,” Training and app-is-getting-perso, June 3, 39. S. Castellano, “The Social Media
It Wrong,” https://texasceomagazine Development (January 2002): 2015; M. Ravindranath, “Slack Skills Gap,” T&D, July 2014, 14.
.com/departments/leadership- 50–52. Takes on Internal Communication 40. J. S. Brown and P. Duguid, “Bal-
feedback/, December 13, 2014. 18. J. Langdon, “Differences between for Small Teams and Startups,” ancing Act: How to Capture
2. D. K. Berlo, The Process of Com- Males and Females at Work,” USA http://www.washingtonpost.com/ Knowledge without Killing It,”
munication (New York: Holt, Rine- Today, www.usatoday.com (Febru- business/on-it/slack-takes-on- Harvard Business Review, May–
hart & Winston, 1960), 30–32. ary 5, 2001); J. Manion, “He Said, internal-communication-for-small- June 2000, 73–80; and J. Torsilieri
3. Ibid., 54. She Said,” Materials Manage- teams-and-start-ups/2014/11/01/ and C. Lucier, “How to Change
4. See, for instance, “Get the Mes- ment in Health Care, November ab1ad5b4-5eed-11e4-8b9e- the World,” Strategy and Business,
sage: Communication Is Key in 1998, 52–62; G. Franzwa and C. 2ccdac31a031_story.html, October 2000, 17–20.
Managing Change within Or- Lockhart, “The Social Origins November 2, 2014; and G. Colvin, 41. J. Scanlon, “Woman of Sub-
ganizations—Yet Ensuring Its and Maintenance of Gender Com- “Brave New Work: The Office of stance,” Wired, July 2002, 27.
Effectiveness at Times of High munication Styles, Personality Tomorrow,” Fortune, January 16, 42. H. Dolezalek, “Collaborating
Concerns Can Be Tricky,” Em- Types, and Grid-Group Theory,” 2012, 49+. in Cyberspace,” Training (April
ployee Benefits, February 2002, Sociological Perspectives 41, no. 1 28. SmartPulse, “Do You Use Emerg- 2003): 33.
58–60. (1998): 185–208; and D. Tannen, ing Mobile Technology . . . To Im- 43. B. A. Gutek, M. Groth, and B.
5. Ibid., 103. Talking From 9 to 5: Women and prove Your Communication with Cherry, “Achieving Service Suc-
6. L. R. Birkner and R. K. Birkner, Men in the Workplace (New York: Your Employees?” Smart Brief on cess through Relationship and
“Communication Feedback: Put- Avon Books, 1995). Exec Tech, www.smartbrief.com/ Enhanced Encounters,” Acad-
ting It All Together,” Occupational 19. See, for example, M. K. Kozan, exectech, February 22, 2015. emy of Management Executive,
Hazards, August 2001, 9. “Subcultures and Conflict Man- 29. H. Tsukayama, “Everything You November 2002, 132–44.
7. L. Hilton, “They Heard It through agement Styles,” Management In- Need to Know about Google 44. R. C. Ford and C. P. Heaton, “Les-
the Grapevine,” South Florida ternational Review, January 2002, Glass,” www.washingtonpost.com, sons from Hospitality That Can
Business Journal, August 18, 89–106. February 27, 2014. Serve Anyone,” Organizational
2000, 53. 20. A. Mehrabian, “Communication 30. S. Luh, “Pulse Lunches at Asian Dynamics, Summer 2001, 30–47.
8. From the Past to the Present box without Words,” Psychology To- Citibanks Feed Workers’ Morale, 45. M. J. Bitner, B. H. Booms, and
based on S. Baker, “Putting a Price day, September 1968, 53–55. Lower Job Turnover,” Wall Street L. A. Mohr, “Critical Service
on Social Connections,” Business- 21. See also W. L. Adair, T. Okumura, Journal, May 22, 2001, B11. Encounters: The Employee’s
Week Online, April 8, 2009; and and J. M. Brett, “Negotiation Be- 31. S. Shellenbager, “Backlash against Viewpoint,” Journal of Marketing
K. Davis, “Management Commu- havior when Cultures Collide: The Email Builds,” Wall Street Jour- (October 1994): 95–106.
nication and the Grapevine,” Har- United States and Japan,” Jour- nal, April 29, 2010, D6. 46. S. D. Pugh, J. Dietz, J. W. Wi-
vard Business Review, September– nal of Applied Psychology (June 32. H. Green, “The Water Cooler Is ley, and S. M. Brooks, “Driving
October 1953, 43–49. 2001): 371. Now on the Web,” BusinessWeek, Service Effectiveness through
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Read It or Weep,” HR Maga- Get to Yes: Predicting the Constel- 33. The Associated Press, “Whole Academy of Management Execu-
zine, July 2010, 64–65; and M. lation of Strategies Used across Foods Chief Apologizes for tive, November 2002, 73–84.
Fulfer, “Nonverbal Communica- Cultures to Negotiate Conflict,” Posts,” New York Times Online, 47. J. Mahler, “Who Spewed That
tion: How to Read What’s Plain Journal of Applied Psychology July 18, 2007; E. White, J. S. Lub- Abuse? Anonymous Yik Yak App
as the Nose . . . Or Eyelid . . . Or (August 2001): 583. lin, and D. Kesmodel, “Executives Isn’t Telling,” New York Times
Chin . . . On Their Faces,” Jour- 23. See, for instance, S. P. Robbins Get the Blogging Bug,” Wall Street Online, March 8, 2015; L. Gell-
nal of Occupational Excellence and P. L. Hunsaker, Training in Journal, July 13, 2007, B1+; C. man, “App Lets Workers Vent
(Spring 2001): 19–38. Interpersonal Skills, 4th ed. (Up- Alldred, “U.K. Libel Case Slows Anonymously,” Wall Street Jour-
10. Ibid.; and T. Fernsler, “The Secrets per Saddle River, NJ: Prentice E-Mail Delivery,” Business Insur- nal, January 21, 2015, B7; and K.
and Science of Body Language,” Hall, 2006); M. Young and J. E. ance, August 4, 1997, 51–53; and Whitehouse, “Workplace Gossip
Nonprofit World, 25. Post, “Managing to Communicate, T. Lewin, “Chevron Settles Sexual App Draws Ire from Firms,” USA
11. P. Mornell, “The Sounds of Si- Communicating to Manage: How Harassment Charges,” New York Today, January 19, 2015, 3B.
lence,” Inc., February 2001, 117. Leading Companies Communicate Times Online, February 22, 1995. 48. J. Ewing, “Nokia: Bring on the
12. A. Warfield, “Do You Speak Body with Employees,” Organizational 34. J. Eckberg, “E-mail: Messages Employee Rants,” BusinessWeek,
Language?” Training and Devel- Dynamics, Summer 1993, 31–43; Are Evidence,” Cincinnati En- June 22, 2009, 50.
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13. S. Begley, “I Can’t Think,” News- Communication Book, 6th ed. 27, 2004). ees Wish They Could Tell You,”
week, March 7, 2011, 28–33; D. (New York: HarperCollins, 1992); 35. M. Scott, “Worker E-Mail and http://www.fastcompany.com/
Dean and C. Webb, “Recover- and A. G. Athos and J. J. Gabarro, Blog Misuse Seen as Growing 3045282/hit-the-ground-running/
ing from Information Overload,” Interpersonal Behavior (Upper Risk for Companies,” Workforce 5-things-your-employees-wish-
McKinsey Quarterly, Issue 1, Saddle River, NJ: Prentice Hall, Management, www.workforce.com they-could-tell-you, April 27,
2011, 80–88; and “Information 1978). (July 20, 2007). 2015.
Overload,” Australian Business 24. See, for example, R. R. Panko, 36. K. Byron, “Carrying Too Heavy 50. J. V. Thill and C. L. Bovee, Excel-
Intelligence, April 16, 2002. Business Data Networks and a Load? The Communication and lence in Business Communication,
14. S. I. Hayakawa, Language in Communications, 4th ed. (Upper Miscommunication of Emotion by 9th ed. (Upper Saddle River, NJ:
Thought and Action (New York: Saddle River, NJ: Prentice Hall, Email,” Academy of Management Prentice Hall, 2011), 24–25.
Harcourt Brace Jovanovich, 2003). Review, April 2008, 309–27. 51. Ibid.
1949), 292. 25. “Virtual Paper Cuts,” Workforce, 37. J. Marquez, “Virtual Work Spaces 52. Ibid.
15. SmartPulse, “How Prevalent Is July 2000, 16–18. Ease Collaboration, Debate among 53. Ibid.
the Use of Buzzwords in Your 26. See, for instance, A. Cohen, Scattered Employees,” Workforce 54. Ibid.
Organization?” Smart Brief on “Wireless Summer,” Time, May Management, May 22, 2006, 38; 55. Based on K. J. Murphy, Effective
Leadership, www.smartbrief.com/ 29, 2000, 58–65; and K. Hafner, and M. Conlin, “E-Mail Is So Five Listening (New York: Bantam
leadership, July 29, 2014. “For the Well Connected, All the Minutes Ago,” BusinessWeek, No- Books, 1987); and T. Drollinger,
16. “Jargon Leaves Us Lost for World’s an Office,” New York vember 28, 2005, 111–12. L. B. Comer, and P. T. Warrington,
Words,” Australian Business In- Times, March 30, 2000, D1. 38. H. Green, “The Water Cooler Is “Development and Validation of
telligence, August 23, 2002; and 27. S. Kessler, “Slack with Friends, Now on the Web”; E. Frauenheim, the Active Empathetic Listening
W. S. Mossberg, “A Guide to the Lovers and Geeks: How the Hot “Starbucks Employees Carve Out Scale,” Psychology & Marketing,
Lingo You’ll Want to Learn for Workplace App Is Getting Per- Own ‘Space,’” Workforce Man- February 2006, 161–80.
Wireless Technology,” Wall Street sonal,” http://www.fastcompany agement, October 22, 2007, 32; 56. Twitter Usage, Company Facts,
Journal, March 28, 2002, B1. .com/3046889/tech-forecast/ and S. H. Wildstrom, “Harnessing https://about.twitter.com/
17. “Gobbledygook Begone,” Work- slack-with-friends-lovers-and- Social Networks,” BusinessWeek, company, March 31, 2015; E.
force, February 2002, 12; and geeks-how-the-hot-workplace- April 23, 2007, 20. Sherman, “Many Twitter Users