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Chapter 11 Communication

Case Summary. MediaFirst PR-AtlantaPublic relations firm Boss is James W. Caruso4 employees totalJames W. Caruso47 years oldVery intelligentCommunication problems. Case Summary (Cont.). Communication barriersJames admits to not praising his employees He doesn't need to be told he is doing a fine job, so he does not complement othersOther behaviors James exhibits observed by employeesUnable to meet deadlinesUnpleasant to clients, can be taken as rude at some timesIntimidating voice22

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Chapter 11 Communication

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    1. Chapter 11 Communication Group 8: Tiffany Anderson Shane Wolber Brianna Bayler Troy Price Derek Zentgraf Ryan Lemmon

    2. Case Summary MediaFirst PR-Atlanta Public relations firm Boss is James W. Caruso 4 employees total James W. Caruso 47 years old Very intelligent Communication problems

    3. Case Summary (Cont.) Communication barriers James admits to not praising his employees He doesn’t need to be told he is doing a fine job, so he does not complement others Other behaviors James exhibits observed by employees Unable to meet deadlines Unpleasant to clients, can be taken as rude at some times Intimidating voice tone Criticizing to employees

    4. Problem Statement Poor communication from Caruso (boss) to his employees and clients. Lacks in giving positive feedback Has tendency not to meet deadlines Frequent condescending tone

    5. Solutions Poor communication Written Communications Nonverbal Communications Lack of Feedback The Communication Process Formal Channels Informal Channels

    6. The Communication Process

    7. Solutions (Cont.) Meeting Deadlines Computer Aided Communication E-Mail Instant Messaging Intranet & Extranet Videoconferencing Condescending Tone Treat employees as you want to be treated. Where would you be if your employees treat your clients, like you treated your employees?

    8. Question # 1 A lot of bosses are accused of being “poor communicators.” Why do you think this is? Bosses are accused of being “poor communicators” because of their lack of quality management. Usually, their characteristics are those of distortion, ambiguities, and incongruities in communication which increase uncertainty; therefore, having a negative impact on satisfaction.

    9. Question # 2 What does this case suggest regarding the relationship between reinforcement theory and communication? Because “reinforcement theory” emphasizes that consequences influence behavior while “communication” is the transference and understanding of meaning, it would appear that good communication will increase understanding and efficiency while complimenting the reinforcement theory.

    10. Question # 3 What do you think Caruso needs to do to improve his communication skills? Oral Communication Chief means of conveying a message threw talking Downward Communication Communication that flows from one level of a group to a lower level

    11. Question # 3 (Cont.) Channel Richness The amount of information that can be transmitted during a communication episode Barriers of Communication Filtering, Information Overhead, Emotions, Language, and Communication Apprehension

    12. Question 4 Assuming Caruso wants to improve, how would you suggest he go about learning to be a better communicator? Attend a conference about communication skills Read books about communication skills Improve Your Communications Skills by Kellie Fowler & James Manktelow

    13. Where is MediaFirst Now… Participating in… - global technology marketing - specifically targeting audiences - creating a “cornerstone for clients” Specializing in… - marketing and public relations - act as a consultant * MediaFirst gets 2.5 more media coverage

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