Week Fifteen (Chapters 13 and 14)

Chapter 13 – Communication and Information Technology

This chapter talks about the different types of communication. Vertical communication is the flow of information both downward and upward through the organizational chain of command. The horizontal communication is the flow of information between colleagues and peers.


Self-Assessment 13-1

This assessment has to do with listening skills.

Some of the highlights I had from this are these statements:

  • I like to listen to people talk. I encourage others to talk by showing interest, smiling, nodding, and so forth.
  • When people interrupt me when I’m doing something, I put what I was doing out of my mind and give them my complete attention.
  • When I think there is something missing from or contradictory in what someone says, I ask direct questions to get the person to explain the idea more fully.
  • When listening to other people, I try to put myself in their positions and see things from their perspective.

From these statements, I realized a few things. I realized I am more of a listener than a talker. I think people that are close to me feel comfortable telling me things. I would want to feel like someone was listening, so I hope to do the same for other people. For the people interrupting me, I would feel a little offended, but I usually do not want to cause tension. I just end up listening to them, but I remember that they interrupted me. I do not necessarily like confrontation, so sometimes I do not like asking direct questions to get the person to explain more fully. I then talked to my friends about what happened later. As I have gotten older I have gotten more confident in asking those direct questions, and I will still need to work on it. I do like learning about new perspectives, so I do find a strength in me to put myself in their positions. I do think I need to make sure I am talking to more perspectives, so I can learn more.


Why read this chapter?

I think we read this chapter because we need to know what kinds of communication should be used for different people. I know that I have to talk to my boss a different way with how I talk to my staff. It is important to not degrade anyone, and it is important to not be ingenuine with both relationships. These different types of communication help me see how I should communicate, and with who I should communicate with. I will then be able to have productive and efficient communication.


How do we use this article?

There are different types of oral communication. One of them is a face-to-face conversation, which is important for delegating tasks. Another form of communication is meetings are common today. Another use is the presentations. I am proud of the slides I create because I put the right amount of words and pictures. Another form of communication is telephone conversations. This is more effective than the email/text form of communication. The last set of communication is the voicemail. It is appropriate for sending short messages containing information that need not be in written form.

The three messaging-receiving process includes listening, analyzing, and checking understanding. We can listen to someone else by paying attention and letting the person know you have their undivided attention. For analyzing we need to make sure to do the thinking and waiting to evaluate until after listening. Lastly, as for checking understanding we can do it by paraphrasing and be watching nonverbal behavior.


Chapter 14 – Managing Control systems, Finances, and People

Skill Builder 14-2 Coaching

The skill builder in this chapter talks about how we talk to fellow employees with current performance and desired performance. There are three situations to roleplay about. As the manager, it says to feel that they were in the employee’s shoes. There would be conversations about current and desired behavior. What comes after that is the feedback.

For the first situation, I would approach it in a  non-aggressive way. I would talk about how the employee will be able to be efficient everyone needs to their part. It is protocol to only have one file on your desk, but having five will compromise the flow of the system. In order for us to do our work earlier, we need to make sure it gets done with what the bosses want. That way we all can finish.

For the second situation, I could see this happening. It is hard to when an employee is talking to people that come into the store because they can use customer experience as their excuse. I will say that just like the employee wouldn’t want to see another employee doing what could be perceived as not cleaning the table, then the employee should not do that as well.

The third situation is about the employee not putting a mat on the car, so it is important that we acknowledge that they have done great work. It is just important that they are able to show their great work, and not have it not seen if something as little as a mat not being on the floor. This is not worth seeing the great work they have done. I would also encourage that someone can help her check off all the things that they will need to do.


read this chapter?

I think we read this chapter because I needed to know the different methods to manage myself. I think I need to work on my self-control, and keeping myself accountable. It is hard to do, but I need to work on it on a professional and personal level. It is important to know when we need to measure our performance, and it is important to accommodate what we are measuring. That way we can really maximize performance. There can be things from budgets to audits, to meetings and reports.


How do we use this chapter?

One process that can be used is the control systems process. The first step is to set objectives and standards.This can be seen through the quantity and quality of the standards. The second step is the measure performance. The third step is to compare performance to standards. This means to determine if control is necessary, and how with what type. The last step is to correct and reinforce. This means to change something when it needs to be fixed, and change it in an efficient amount of time.

Another source of using this chapter is through the coaching model. The first step is the describe current performance. There is always a better way of saying things. An example is that it is one thing to say “you are picking the box wrong” and to say “there is maybe a more efficient way to pick up the box from the floor”. The second step is to describe the desired performance. The third step is the get a commitment to the change. The last step is to follow up. This is to make sure that the action will continue on. That is when things will be efficient.

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