Convenience

Summary of Learning Outcomes and Key Points 351
Discussion Questions 352
Building Effective Diagnostic Skills 352
Building Effective Interpersonal Skills 353
Skills Self-Assessment Instrument 354
Experiential Exercise 355
Management at Work 356
You Make the Call: When to Stand on Your Head and Other Tips from the Top 357
Endnotes 358
C H A P T E R 1 2
Communication in Organizations
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
Communication and the Manager’s Job
364
A Definition of Communication
364
Characteristics of Useful Information
365
Accurate,
365 • Timely,
365 • Complete,
365 • Relevant,
366
The Communication Process
366
Forms of Communication in Organizations
367
Interpersonal Communication
367
Oral Communication,
367 • Written Communication,
367 • Choosing the Right
Form,
368
Communication in Networks and Work Teams
368
Organizational Communication
369
Vertical Communication,
369 • Horizontal Communication,
370
Digital Communication
371
Information Systems,
371
The Brutally-Honest-Opinion Business
372
Personal Digital Technology,
374
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Contents
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