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Summary
A positive attitude, dependability,
honesty, and an ability to work with others will
help ensure your success in the workplace.
Staying up-to-date on changes in technology
is key to staying competitive in the job market.
Developing your ability to communicate
well will help you throughout your life. To
do this, you will want to improve your verbal
communication skills. As a speaker, you need
to send clear messages. As a listener, you
want to receive and understand messages.
Nonverbal communication is an
important part of the communication process
as well. As you talk with people, you will
become aware of the many messages you
receive through nonverbal communication.
Your appearance, manners, and body
language are just a few of the ways you
convey messages without words.
Technology has led to new forms of
communication. These include cellular
phones, e-mail, and video conferencing.
Remember to use these mediums of
communication cautiously and courteously.
Recognizing common communication
barriers such as stereotypes, prejudices,
mixed messages, and gender differences
helps people overcome them. Because of the
diversity of today’s workplace, communication
in the workplace is especially important.
No matter how well people
communicate, confl icts are still going to
occur. There are many types and causes
of confl icts, just as there are negative
and positive reactions to them. Confl icts
can best be resolved through negotiation
and compromise. The confl ict resolution
process can also be used to resolve
confl ict. Mediation by a neutral third party
is sometimes necessary. Violence is a
destructive method of confl ict resolution.
Chapter 2 Review
1. Analyze priorities. If you were an
employer, what three qualities would you
most want in an employee? Explain your
answer in a written paragraph.
2. Summarize details. Try to improve
your listening and speaking skills by
having a conversation with another
person about any topic. When one
partner speaks, the other listens.
Neither person may respond to any
statement without fi rst summarizing
what the partner has said. Incorrect
summaries must be clarifi ed before the
conversation continues.
3. Apply ratings. How would you rate
your verbal communication skills at
school and at home? Based on your
rating, what steps would you take to
improve your listening and speaking
skills?
4. Analyze behavior. Ask classmates
to demonstrate desirable skills
in communicating the following
messages. Discuss each message
after it is delivered. Tell why you think
the speaker chose a certain phrase,
speaking style, or tone of voice.
A. Describe your favorite meal to your
best friend.
B. Describe your favorite meal to your
grandparent.
C. Ask a restaurant waiter to recook a
hamburger that is too rare.
D. Ask a salesclerk to recheck a
sales slip that you think is wrong.
E. Communicate with a four-year-old
who wants to eat cookies just
before dinner.