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Communication and Interpersonal Skills

Satisfactory Essays

CHAPTER 12 - COMMUNICATION AND INTERPERSONAL SKILLS

LEARNING OUTCOMES
After reading this chapter students should be able to:
1. Define communication and explain why it is important to managers.
2. Describe the communication process.
3. List techniques for overcoming communication barriers.
4. Identify behaviors related to effective active listening.
5. Explain what behaviors are necessary for providing effective feedback.
6. Describe the contingency factors influencing delegation.
7. Identify behaviors related to effective delegating.
8. Describe the steps in analyzing and resolving conflict.
9. Explain why a manager might stimulate conflict.
10. Contrast distributive and integrative bargaining.

Opening Vignette
SUMMARY …show more content…

Are Written Communications More Effective Than Verbal Ones? 1. Written communications are tangible, verifiable, and more permanent than the oral variety. a) Typically, both sender and receiver have a record of the communication. b) The message can be stored for an indefinite period of time. c) If there are questions about the content of the message, it is available for later reference. d) A final benefit of written communication comes from the process itself. 1) More care is taken with the written word than with the oral word. 2. Written messages have their drawbacks. a) Writing consumes a great deal of time. b) Lack of feedback.

2 Is the Grapevine an Effective Way to Communicate?

3. The grapevine is the unofficial way that communications take place in an organization. 4. Information is spread by word of mouth--and even through electronic means today. a) Ironically this is a two-way process-good information passes between us fast; bad information even faster. 5. The biggest question focuses on the accuracy of the rumors. 6. Research on this topic has been somewhat mixed. a) But even then, although the information flowing is

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