The relational process of creating and interpreting messages that elicit a response.

1. Messages 
2. Creation of messages(context or form of message)
3. Interpretation of messages(Words dont mean things people do; multiple interpretations)
4. A relational process(effects the nature between people)
5. Messages that elicit a response(not comm if doesnt illicet a response)

• ecplains the past present and predicts the future.

1. Explain the data: Draw order out of chaos and bring clairity.
2. Prediction of future: predicts what will happen.
3. relativley simple: rule of pasimony(Occam's razor)- given two plasuable explainanations for the same event, we should accept the simpler.
4. can be tested:Falseability-scientific theory must be stated and tested in such a way that is can be disproved if wrong.
5. Practial utility: a theory is useful over time. consider how others have made use of it.
6. quantative research: experiment-appeal to numbers. a method that manipulates a variable in a tightly controlled situation in order to find out the predicted effect.surveys.

1. creat understanding: focuses on one of a kind speech community that exibits a specific speech style.
2. identify values: seeks to acknowledge, identify, or unmask the idealology behind message under scrunity. ETHICAL IMPERITIVE-people have a say in what is said about them.
3. aestitic appeal: creativity
4. community of agreement: how much support it generates within a community of scholars who are interested adn knowledgable about the same type of communication.
5. Reform to society:generates change. CRITICAL THEORISTS- identifys unjust comm practices that create imbalance in power.
6. Qualitative research:use words not numbers. study things in natural settings. TEXTUAL ANALYSIS- intreprets characteristics of any text.ETHNOGRAPHY-participant observation desigined to help a researcher experience a cultures complex web of meaning.

words represent a particular object or idea but it doens not constitute the object or idea its self.

EX: different cultures have different words for the same object.

1. Phonological: correct pronounciation of words.
2. Synactic: order of words in a phrase.
3. Semantic: meaning of individual words. Arbitary.
4. Pragmatic: uses the implications of words.

1. conduct an identity audit
2. set identity objectives-clear goals
3. develop designs and names-EX: name change
4. develope prototypes: how the brand my be used in advertising.
5. launch and communicate-use PR staff to build hype.
6. implement program: ensure consistency to public.

• reponding at high speed is important. documents and videos can be leaked so media can help repond as reputation defense.
• empower fontling teams to meet message with counter message. EX: armystrong.com, lets soldiers blog about their experiences.
• go rogue with own tactics. EX: dominos video, the vids were on youtube so the president went on youtube to do a press release to show what employees had done wrong and company had done right.
• digital age can help win reputation warfare by usuing new tools.

1. crisis prevention: creating a crissi communation plan-names of crissi team, understanding level of crisis, fist response, notification procedures, assess the physical space that will deal with crisis, communicate to stakholders, contact lists (inputs-media and opinion leaders that should be kept track of. Outputs-journalists that should be contacted to tell your story) then test the plan
2. Crisis management: plan for the worst hope for the best. fist casuality of crisis is perspective. assessing the crisis in its magnitude, its area, varification, legality, and resources required to manage. 10 rules:
1. respect the role of media
2. communicate
3. take responsibility
4. centralize info
5. establish a crisis team
6. plan for worst hope for best
7. communicate with employees
8. use third parties to speak on your behaf
9. use research to determine responses
10. create a web site
3. crisis recovery: restore trust and loyalty.

1. natural: acts of god
2. technological: failure of system
3. confrontation:sit ins boycotts
4. malviolence: EX: tylonol, outside source tampers with product to harm company
5. organizational mis deeds: three types:
1. skewed management values: managers favor short term economical gain over social repercussions
2. deception: with holding or concealing info
3. misconduct:delebrate conduct
6. workplace violence: employee on employee
7. rumors: false information hurting an organization. 

1. spector of social media
2. what is social media and what is it not: Web 2.0 represent s user generated content. 6 types of social media:
1. blogs
2. social networking sites-facebook
3. virtual social worlds-second life
4. collaborative projects-wikipedia
5. content communitites-youtube
6. virtual game worlds-word of warcraft
3. challenges andoppertunities of social media: see above types.
4. Ten pieces of advice for companies using social media: first 5 using media second 5 being social
1. choose carfully
2. pick applicationor make your own
3. ensure activity allignment
4. media plan integration
5. access for all
6. be active
7. be interesting
8. be humble
9. be un professional
10. be honest
5. nothing to lose but their chains-dont miss this train!!!

light side

• handheld
• peer 2 peer: a all win approach to peoblem solving

Dark side

• quick communication can lead to mobs and access to all our information like music swapping
• London mobs because of blackberry messanger

verbal and non verbal behaviors whos meanings are often understood by only peopl from the same culture.

three types:

1. idiodms-a word with a purly figurative meaning. EX: kicking th bucket.
2. Jargon-language whos technical meaning is understood  by people with in a given coculture but necessarily by those outside it.EX: doctor words pertaining to body parts.
3. gestures- movements that express ideas. EX: doing the ive got your nose to a little kid.

a framework for organizing information.

• physical constructs-peoples appearence
• role constructs-people social professon or position
• interaction construct-peoples behaviors
• psychological constructs- peoples thoughts and feelings.

an explination of observed behavior. 3 types:

1. locus: where behavior is located, some behaviors are internal, caused by our selves, and some are external, caused by something outside of our selves.
2. stability: if it is stable it is a permanent cause and is predictable like traffic, unstable is unpredictable and is like a long morning meeting.
3. controllablity: contorllable means it is under a persons control like over socializing, uncontrolable is out of a persons control like a car accident.

1. known to self and known to others= open
2. unknown to self but known to others=blind
3. known to self but unknown to others=hidden
4. unknown to sel and unknown to others=unknown

the study of the way that people use physical space to convey messages.

• intimate space: distance is used for confedential communication.
• personal distance: used when talking to family and close friends.
• social distance: handles most business transactions.
• public distance: calling across the room

the way time is used in a culture.

1. monochronic time schedule: a time schedule where things are done in linear fasion. USA. time is important in these cultures.
2. Polychronic time schedule: a time schedule in which people tend to do several things at the same timeand place higher value onpersonal involvement than getting things done on time.  Middle east.

• planning
• interpersonal relationship building
• exchanging task related information
• pursuasion
• agreement

• location: usually somewhere neutral
• Time limits: knowing when the other party leaves allows a party to wait till close to that time to talk negotiations to strike a deal faster
• buyer-seller relations: know how other culturs act and what they like in a negotiation. Japan likes buyer to get what they want and brazil likes open and honest while they are deceptive and self interested.

• seperate the people from the problem: put self in others shoes.
• focus on interests over positions-hearing the inscentive behind the project will make both sides more sympathetic and may keep things more consistent.
• Generating options: have many options because some cultures may not value time as much as others.
• Using objective criteria: using third party data such as a legal precedent. used when no common intrest.
• standing ground: bottom line or lowest possible set of options. 

primary behaviors people use to maintain relationships:

• Positivity
• openness
• Assurance
• social networks
• sharing tasks

theory indicating depth and breadth of self disclosure help us learn about the person we are getting to know.  

• Breadth: describes the range of topics one discusses with others.
• Depth: the intamacy of self disclosures.

benefits

• enhancement of relationships and trust
• reciprocity
• emotional release
• assistance to others

risks

• rejection
• chance of obligating others
• hurt to others
• violation of peoples privacy

the process by which managers make specific organizing choices that result in a particular kind of organizational structure.

challenges:

Motivation

coordination

1. organizational environment: look at external environment to decide org structure
2. Strategy: each structure calls for a diff strategy. must match.
3. technology: more complicated the more difficult to control if unexpected events arrise.
4. Human resources:paying close attention to the needs of workforce and complexity of work employees perform.

Simplification: reducing # of tasks each worker performs.

Enlargement: increasing # of tasks in a given job by changing the division of labor.

Enrichment: increasing the degree or responsibility a worker has over his or her job.

created to overcome problems with functional structures. its a series of business units to produce a specific kind of product for a specific customer. Goal is to creat smaller more manageable units. THREE FORMS:

• product structure
• geographic structure
• market structure

organizing divisions based on location.  

1. Global geographic structure: different divisons  in each of the worlds regions where the org operates. meeting the needs of customers in theat area.
2. Global product structure: each product division , not the country and regional managers, takes responsibility for deciding where to manufacture products and how to market them in countries worldwide. customers are willing to buy the same product or a slight variation all over.

listed from simple to complex

1. Liaison roles: marketing manager and research development manager meet to brainstorm new product ideas.
2. Task force: 
3. cross fucntional teams
4. integrating roles and departments

1. focus on quantity
2. dont criticize
3. encourage creativity
4. piggy back: allow members to build off eachother

nominal group technique

(NGT)

1. reward power: ability to reward for doing what leadr says.
2. coercive power: ability to punish
3. referent power: derives from attraction to the leader
4. legitimate power: status gives them power that people must comply with
5. expert power: having expertise in a particular area
6. Informational power: based on access to valued information

• Competing:hig concern for ones own needs and low concern for others.
• Avoiding: low concern for self and low concer for others.
• Ccompromising: right in middle.
• Collaborating: high concern for self and high concern for others.
• Accomodating: low concern for self but high for others.

• Adaptation: acknowledge differences and figure out how to live with them. 
• Structural intervention:reorganizing to reduce friction
• Managerial intervention: a new team needs guidence and manager makes decision.
• Exit: removal of a team member.

1. define 3-4 guiding principles that define who you are
2. use principles to guide dicision making
3. build principles into all your people performance and management systems.
4. create a 2-3 day leadership development experience that reinforces the behaviors you want.
5. expect resistance but stay on cours with passion and patience.

1. attain benefits of scale through effective global collaboration
2. drive workforce engagement and performance
3. align collaborations with business partners and external stakholders
4. minimize network ineffiencies and collaborative costs