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REVIEW QUESTIONS
1.
Give an illustration of a conflicting assumption.
Conflicting assumptions exist when each person in the conversation assumes facts that
may conflict with those held by others. For example, a worker may assume that the conversation
with his or her boss is about a promotion. The manager, on the other hand, may be trying to talk
about the worker’s performance problems.
2.
What are the six basic “rules of thumb” of good oral communication?
Some basic guidelines:
3.
(1)
Make emotional contact with listeners by addressing them by name.
(2)
Avoid speaking in a monotone.
(3)
Be enthusiastic and project a positive outlook.
(4)
Avoid interrupting others.
(5)
Always be courteous.
(6)
Avoid empty sounds or words, such as “un,” “um,” “like,” and “you know.”
Describe some ways the grapevine can be used effectively in organizations.
Grapevines develop when employees share common interest and social relationships. The
grapevine: (1) always exists in an organization, (2) does not follow the organizational hierarchy,
and (3) is often accurate.
Information in the grapevine travels more rapidly than through formal channels of
communication. Because the grapevine is inevitable, management should use it to complement
formal channels of communication.
4.
What is active listening?
Active listening involves absorbing what another person is saying and responding to the
person’s concerns.