Answer to Question 1
A
Answer to Question 2
Managers represent the operation, themselves, and their employees. They must use effective speaking and listening skills during personal interactions, with groups, and on the telephone, and they should recognize that what they say may not be what is understood.
Managers should write by using an introduction, organized discussion, and conclusion and avoiding writing pitfalls. Many barriers can interfere with communication including misunderstandings about the meaning of words, jargon, gestures, cultural differences, and assumptions. Other communication problems include attitude issues, a distracting workplace, timing, clarity of the message, and tone of voice.
Each establishment has an informal grapevine. The manager should know how to counter rumors. Examples include questioning whether the rumor is true and whether the person spreading the rumor has access to the information on which the rumor is based. Another tactic is to not repeat the information.
Nonverbal communication refers to expressions and movements, which provide additional information. Examples include pacing, slouching, and pointing. Managers should try to eliminate nonverbal communication practices that are negative.
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