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Fundamental Theories of Business Communication Laying A Foundation For The Field 1St Ed Edition Milton Mayfield Full Chapter
Fundamental Theories of Business Communication Laying A Foundation For The Field 1St Ed Edition Milton Mayfield Full Chapter
Fundamental Theories of
Business Communication
Laying a Foundation for the
Field
Milton Mayfield
Jacqueline Mayfield
Robyn Walker
New Perspectives in Organizational Communication
Series Editors
Milton Mayfield
Texas A&M International University
Laredo, TX, USA
Jacqueline Mayfield
Texas A&M International University
Laredo, TX, USA
This series will examine current, emerging, and cutting edge approaches
to organizational communication. Throughout this series, authors will
present new ideas in—and methods for—conducting organizational
communication research. The series will present a variety of topics, giving
readers an in-depth understanding of the organizational communication
field to develop the skills necessary to engage in field research.
Fundamental Theories
of Business
Communication
Laying a Foundation for the Field
Milton Mayfield Jacqueline Mayfield
Texas A&M International University Texas A&M International University
Laredo, TX, USA Laredo, TX, USA
Robyn Walker
Marshall School of Business
University of Southern California
Los Angeles, CA, USA
© The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer
Nature Switzerland AG 2020
This work is subject to copyright. All rights are solely and exclusively licensed by the
Publisher, whether the whole or part of the material is concerned, specifically the rights
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tion in this book are believed to be true and accurate at the date of publication. Neither
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Acknowledgments
We are extremely grateful for the opportunity to write this book. It has
been a wonderful and challenging aspiration from which we learned a
great deal. To share one lesson learned, this book is a journey that we
hope will be continued. The field of business communication theory is
vital and dynamic so we encourage its members to pursue their important
work on theory development and evolution. We will do so too.
There are many significant contributors to our effort. We begin with
the inspiration found with the scholarship of Drs. Jeffrey A. Miles and
John B. Miner who made enormous strides in management theory by
surveying, summarizing, ranking, and raising relevant theoretical implica-
tions for researchers and managers. We are equally grateful to our mentor
and friend, Dr. Ronald Dulek, who has guided us over the years with
his superb vision of what makes effective business communication. Also
important, we thank our anonymous survey respondents, comprised of
organizational communication experts, who made the time and took the
effort to send us their feedback. This book would not exist without their
help and support. Their rankings and commentaries allowed us to identify
and categorize the theories in this book. Hats off to all these instructive
participants!
In the same vein, we are thankful for the other experts who informed
the process of book writing. Kudos to Drs. Ryan Bisel, Rita Men, and Jef
Naidoo for their invaluable advice on new and emerging theories. And
we truly appreciate the insightful theory discussions with Ken O’Quinn as
v
vi ACKNOWLEDGMENTS
well as the feedback from our anonymous book reviewers which was very
helpful. Another source of instrumental advice came from the Association
for Business Communication (ABC) members and Executive Director,
Jim Dubinsky. Thank you for that insightful meeting in Albuquerque
almost four years ago. The suggestions which all of you offered for this
book resonated and have carried us forward. In fact, this book is espe-
cially intended as a response to your contagious enthusiasm to advance
scholarship and knowledge in our field.
Our gratitude also extends to other key players in this book’s
professional support system. Marcus Ballenger, Commissioning Editor
at Palgrave and Sophia Siegler, his assistant, offered perfect sources of
encouragement, patience, and feedback to create this book. Many thanks
to both of you. In addition, Drs. Steve Sears, Ned Kock, and Texas A &
M International University were gracious in providing research funds and
release time for this book. Thanks for your resources too.
We finally want to mention our personal support systems. Applauds go
out to patient family members (pets included of course) who cheered us
on and never complained when we were knee deep in book research and
writing. Lastly, we are very grateful to each other for high persistence,
collaboration, and dedication towards this project. This book has been a
remarkable journey indeed.
Contents
1 Introduction 1
4 Theory Classification 39
vii
viii CONTENTS
Index 263
List of Figures
ix
List of Tables
xi
CHAPTER 1
Introduction
since our paleolithic ancestors first discussed how to trade bananas for
pomegranates, the study of business communication has emerged more
recently. Dedicated business communication journals such as the Interna-
tional Journal of Business Communication (founded 1963), Journal of
Advertising (founded 1972), and Management Communication Quar-
terly (founded 1987) have only existed a few short decades. While on
a human time scale, this period may seem long, Kuhn (1996) showed
developing a field often takes several generations. As such, business
communication finds itself fragmented and still searching for an iden-
tity. This fragmentation also stunts our field’s growth (Fort, 1975;
Kuhn, 1996), hinders our acceptance by other business and social science
researchers, and limits how much (financially) universities value business
communication professors (Abbott, 2014).
How can we reduce this fragmentation and still preserve our field’s
richness? We believe making these divergent perspectives explicit and
easily accessible is key. A shared worldview binds people together—be they
friends, work colleagues, or members of an academic community (Brodie,
2011; Eisenberg & Riley, 2001). Case in point: Within academic commu-
nities, theories help forge members’ identities, even when vast distances
and long years separate them (Kuhn, 1996; Latour, 2005). Theory under-
lies the research we immerse ourselves in and underpins the texts we use to
teach. These same theories offer a compass to all members in our commu-
nity: a guide for researchers seeking robust, well-supported frameworks
for examining phenomena in the field; for teachers crafting pedagogy
based on useful and well-understood principles; for writers looking to
develop texts grounded in our field’s best practices; for consultants trying
to benefit the workforce.
To develop such coherence, we need a set of widely recognized theo-
ries. While we believe these theories exist, few business communication
researchers know more than a handful. (As an aside, part of the reason
we started this project was to develop our knowledge of these theories—
we wanted this list so we could know the field better.) While researchers
do not need an in-depth understanding of all of the major theories in an
area, we hope this book helps researchers recognize these theories and
gain a general idea of their legitimacy and utility. By distributing such
shared knowledge, a field can grow a cohesive speech community with
a free exchange of ideas (Boulanger & Gagnon, 2018; Lo, 1999). We
hope this book contributes to the development of such a community by
bringing to light the foundational blocks the field already possesses.
4 M. MAYFIELD ET AL.
does not deter anyone who views the field differently or prefers a different
name.
As for how we define business communication, we consider it consists
of any information exchange processes used to interpret, identify, deter-
mine, achieve, sustain, or subvert organizationally related individual or
collective goals. These communications include verbal and nonverbal
behaviors. Such exchanges occur between various entities—individuals,
teams, and entire organizations—in any combination. These communica-
tions can occur either entirely inside an organization or across organiza-
tional boundaries. Researchers can examine such interactions from micro,
macro, or multilevel perspectives.
What Is Theory
Now that we have a working definition of business communication, we
also need a definition of how we will use the term theory in this book.
Corley and Gioia (2011) provide a concise definition of a theory as “… a
statement of concepts and their interrelationships that shows how and/or
why a phenomenon occurs.” However, this statement is perhaps too
concise, and we would like to supplement it with a brief discussion of
Dubin’s (1978) theory definition, and, later, an expansion on his ideas
for business communication.
Dubin (1978) offered one of the most well-known theory definitions.
He defined a theory as any set of statements that give a clear set of
beliefs about a phenomenon and included three specific elements. The
first element was that a theory had to define at least two constructs. (In
this definition, a construct was simply some element that could act upon
or could be influenced by some other construct.) For example, motivating
language (J. Mayfield & Mayfield, 2018; Sullivan, 1988), communica-
tion satisfaction (MacDonald, Kelly, & Christen, 2019; Raina & Roebuck,
2016), and community (Cardon, 2016; Ma, Mayfield, & Mayfield, 2018)
can all serve as constructs. In essence, anything that we can measure,
could influence another construct, or could change because of another
construct fits the definition of a construct.
Dubin also required that at least one construct have a defined relation-
ship with another construct. We can think of constructs as the nouns in
Dubin’s grammar of theory, and his second element—the relationship—
as the verbs. We need to note that the relationship could state that no
6 M. MAYFIELD ET AL.
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10 M. MAYFIELD ET AL.
such included theories, we believe that they also act as grand theories.
In drawing from communication research, business communication has
inherited several theories that serve as both an overall world view (a grand
theory) and inform the method by which researchers can capture this
world. For example, with discourse analysis, its earliest development stated
that all-important social interactions come from the discourse between
participants, and these discussions shape these participants’ reality (Chia,
2000; Jaworska, 2018). The theory also put forward that such interac-
tions had unique emergent properties (even if regularities existed between
these discussions). As such, the theory proposed that the only way to
capture the phenomena was through a specific methodological practice
(G. Brown et al., 1983; Van Dijk, 2006). While researchers today often
use the method without reference to its initial underlying theory, we
believe that such models hold value today and provide a fundamental way
of modeling communication.
Similarly, we have included theories that do not specifically focus
on communication such as the attraction-selection-attrition framework
(Bretz, Ash, & Dreher, 1989; Chatman, Wong, & Joyce, 2008), the func-
tional perspective on group decision-making (Gouran, Hirokawa, Julian,
& Leatham, 1993; Li, 2007), and the theory of reasoned action (Bagozzi,
Wong, Abe, & Bergami, 2014; Fishbein, 1979). However, these theories
have a strong communication component, and business communication
researchers widely use these theories. We also feel they underline areas
where business communication has had to borrow non-communication
theories to map out phenomena relevant to our field. As such, these
theories point out areas where we need to take the time to modify such
theories to become more communicative ones or develop our theories
specifically to better incorporate business communication.
This last set of theories points out an important issue for business
communication: most of the theories used in our field did not arise
from business communication research. Instead, we have adopted (or
adapted) most of our theories from other areas. Most frequently, these
theories have come from (general) communication, but we also have
adopted theories from management, psychology, sociology, and educa-
tion. As such, these theories have some inherent degree of mismatch
between their development and our usage. For general communication-
oriented theories—such as rhetorical theory (Abrahams, 1968; Hartelius
& Browning, 2008) or media richness theory (Bjorvatn & Wald, in press;
Daft & Lengel, 1986)—we have had to adapt theory propositions to work
2 HOW WE SELECTED THE THEORIES 15
within a business framework. For theories that have arisen in such areas
as management or education—such as groupthink (Baron, 2005; Janis,
1972) or communication competence (Allen & Brown, 1976; Blood,
Blood, Tellis, & Gabel, 2001)—we have had to tease out communi-
cation implications. Theories specifically created to understand business
communication phenomena—such as motivating language (J. Mayfield &
Mayfield, 2018; Sullivan, 1988) or strategic messaging (Fielden & Dulek,
1984, 1990)—have been rare.
There is nothing wrong with borrowing theories from other areas—
such cross-pollination provides strength to our field. However, to advance
our field, we will need to develop more native theories that specifically
address the needs of our research. Adapting theories wholesale will always
lead to some mismatch between our phenomena of interest and the frame
we use to interpret these phenomena.
Since our task was descriptive (how the field stands) rather than norma-
tive (how we feel the field should be), we thought it necessary to include
theories regardless of where they originated from or original purpose. As
such, we retained theories that frequently appeared even if they did not
seem to be specifically business communication theories. However, we
expect if a similar exercise occurs in ten years, the list would include more
theories that had originated from (or at least been highly adapted for)
business communication purposes.
Survey Stage
Once we had refined our list, we moved to our survey stage. In this stage,
we asked business communication experts to rate the theories. To accom-
plish this task, we provided our generated list to members of business
communication editorial boards. We decided to poll these editorial boards
because we felt they would serve as appropriate experts—people who had
a broad view and understanding of research in business communication.
We requested feedback from board members of the following journals
International Journal of Business Communication, Management Commu-
nication Quarterly, Business and Professional Communication Quarterly,
Journal of Advertising, Journal of Technical Writing and Communication,
and IEEE Transactions on Professional Communication. For the survey, we
provided the judges with the name of each theory and a brief description.
We also gave alternate names for each theory, in case a judge knew the
theory under a less frequently used designation.
We asked these judges to use four rating criteria for each theory and
asked them only to rate theories they knew. For each theory they knew, we
asked them to rate it on importance, knowledge, application, and scientific
support. We asked the judges to rate the theories on a scale from 1 to 5
for each of the four criteria. The importance criteria rated how important
they believed the theory was to the field of business communication. The
knowledge criterion was how well they knew the theory (tapping into
how widely understood it was). The application criterion was for how
useful they felt the theory was for business situations. And the scientific
support criteria measured how well supported they believed the theory
was by evidence. We used the judges’ ratings to develop a typology (see
Chapter 4 for more details) of theories in business communication.
In addition to the theories we uncovered, we asked the judges to
suggest and rate business communication theories that we might have
missed. In total, the judges only suggested five new theories (with only
four judges suggesting any new theory). Since there was no consensus
on any missing theory, we did not include the theories in our main list
2 HOW WE SELECTED THE THEORIES 17
Conclusion
This chapter has presented the method by which we discovered and
analyzed business communication theories. We attempted to uncover the
diversity and richness of the field through this process. This chapter also
lays the foundations for our next one, where we develop a typology that
groups the theories into more understandable sets.
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CHAPTER 3
that should exist within the category. Similarly, we may discover substan-
tial overlap between two or more categories and decide that we can merge
these categories.
Typology Categories
Now that we have laid out the uses for a typology, and how we
developed ours, we can present the categories and category definitions
we constructed.
Channels and Barriers: This category lists theories about a vital busi-
ness communication research stream that addresses how people, groups,
and organizations transmit their communications (channels). Theories in
this category also examine what factors interfere with these communica-
tion flows, and how channel selection improves transmissions. Shannon
and Weavers’ Information Theories model (Shannon & Weaver, 1963)
provided a seminal examination of these topics, and it remains one of
the most widely used frames in business communication textbooks (Du-
Babcock, 2006; Miller, 2004). However, over the years, researchers have
elaborated and developed this theory, and these additions have spawned
many diverse theories. This category also includes approaches that give
us a better understanding of what factors distort communications and
strategies for reducing these distortions.
Table 3.1 presents the theories in this category.
Cultural Characteristics and Influences: Culture has an interactive
relationship with communication. Their intersection has given researchers
a fertile ground for theory development, and this ground has yielded
fruitful results. These discoveries have given us knowledge about how
business communication signals cultural attributes, creates a barrier to
outsiders, alters cultures, morphs under cultural pressures, and responds
to support cultural needs. Theories in this category examine culture from
many lenses. These facets include the level of analysis (national, organiza-
tional, and small group), communication’s role in forming and signaling
cultures, and how culture influences communication and communication
patterns. High-Context vs. Low-Context Culture (Hall, 1977; Korac-
Kakabadse, Korac-Kakabadse, Kouzmin, & Savery, 2001) describes a
complete national communication culture typology, and Employee Voice
and Silence (Brinsfield, Edwards, & Greenberg, 2009; Morrison, 2014)
gives an example of how communication culture strongly influences
specific employee behaviors.
You can find the theories in this category in Table 3.2.
Flows and Patterns: Many major questions in business communi-
cation research come from how information flows between different
entities. Many theories have identified recurring patterns in the paths
that communication takes under different circumstances, and how the
use of different patterns can affect these communications. Theories in
this category showcase these flows and patterns. The Theory of Commu-
nication Networks (Monge & Contractor, 2003; Pandurangan & Khan,
2010) provides an explanation that incorporates many existing commu-
nication network theories, and Actor-Network Theory (Latour, 1996,
2005) offers an interesting grand model for the category.
Theories in this category appear in Table 3.3.
Meaning-Making and Discovery: Several major researchers in busi-
ness communication assert that communication does more than transmit
or represent ideas. These scholars believe that communication uncovers
and even creates our reality. Theories from this category fully explore
these ideas, and associated researchers have conducted compelling studies
to grapple with their implications. The decision-making theories in
the category—such as Groupthink (Esser, 1998; Janis, 1983)—give us
Table 3.4
Meaning-Making and Attribution Theory Interaction Analysis
Discovery Constructivism Open Communication and
Teamwork
Coordinated Management of Organizational
Meaning Identification
Ethnomethodology and Politeness Theory
Ethnography
Expectancy Violations Sense-Making
Theory
Face Negotiation Social Information
Processing
Groupthink Symbolic Interactionism
3 A TYPOLOGY OF BUSINESS COMMUNICATION THEORIES 31
Table 3.6
Organizational Adaptive Structuration Theory Social
Structures Constructionism
Enactment Theory Social Context of
Communication
Organizational Information Theory Structuration
Theory
32 M. MAYFIELD ET AL.
Conclusion
With these categories in mind, we can move on to presenting our theories’
ratings. We will provide a background for the theory ratings and discuss
what they mean for a better understanding of the theories and our field.
We will then group the theories by their scores. Hopefully, this grouping
will make it easier for the reader to understand the different research areas
of business communication.
References
Adame, E. A., & Bisel, R. S. (2019). Can perceptions of an individual’s
organizational citizenship be influenced via strategic impression management
3 A TYPOLOGY OF BUSINESS COMMUNICATION THEORIES 33