Page 189 - Communication in Organizations Basic Skills and Conversation Models

Subject index 178

decision-making phase 102, 104, 106, 112–116
dealing with reactions to advice 82
Delphi technique 118
diagnosis-prescription model 73–77
dialogues 33–108

E=Q×A (Effect=Quality×Acceptance) 82
emotional reactions 94–95
encouraging gestures 14
errors of judgement 64
evaluation 81
execution of an action plan 81
exercises 3, 164
expert role 64
expressive skills 158
extending the behavioural repertoire of communication skills 2
extensive defence 97
eye contact 13, 54, 117, 158

facial expression 13, 158
feedback 2, 3
fighting 134–136
finding a solution 86–87, 90, 141
flipcharts 160
frowning 13

general strategy in the action phase 79
giving advice 73, 82
giving criticism 21, 26–27, 69, 128
of an opinion 26
of someone’s behaviour 27
giving information 21, 45–46, 59
structure 22
simplicity of style 22
conciseness 22
attractiveness 22
giving instructions 23
giving presentations 154–163
goals 80, 122, 155
goal evaluation 10
group conversations 109

Halo effect 65
handling complaints 85–89
holding endless monologues 138
Horn effect 65

increasing knowledge 2
increasing self-confidence 2
influencing positions 149