Page 40 - Communication in Organizations Basic Skills and Conversation Models

When dealing with employees as a manager you often get confronted with their
personal problems. Sometimes employees may talk about themselves, but occasionally it
may be necessary to take the initiative to discuss problems, especially if you suspect that
they are influencing the way an employee is performing. In Chapter 8 a model is
presented for the conversation on personal problems.
A manager in the hospitality industry is often confronted with guests’ complaints.
Handling complaints can be a delicate affair. Chapter 9 describes a model which aims to
ensure a good relationship with guests or clients. When a company is manufacturing a
product it is also necessary for them to sell it. Chapter 10 deals with a model on sales
interviews.
From time to time people in organizational management positions need to deliver bad
news: for example, when an employee does not get a promotion, or when a
reorganization has to be announced. Chapter 11 describes the three-phase model for a bad
news interview. The most common mistakes made in this type of conversation are also
discussed.
Each chapter is structured as follows: it starts with an example from Dinner Ltd; then
the theory of the conversational model is discussed; this theory is translated into practice;
each chapter ends with a summarizing overview.