Chapter 3

Using Communication Skills Effectively

Improving the Sender Role

Improving the Message

Improving the Receiver: Critical Listening

Facilitating Feedback

Improving Organizational Communications

Productive Thinking

The Importance of What Others Think

Presentation or Manipulation?

Impression Management

A Closer Look at The Drama of Impression Management

Productive Thinking

The Function of Emotions

Emotional Labor

Expressing Emotions at Work

The Positive Effects of Emotion and Conflict

Productive Thinking

Highlighted company names in the index are linked to the corporation's homepage. For additional, current information about the company, check their site. The number to the right of the company is the page number in the text where the company is discussed. Other resources include Hoover's database and Web search engines.

Go to the Index of Companies in Chapter 3

Prepared by Mark Garrison, January, 1998