4) what are the characteristics of an effective listener? How would you rate yourself on those characteristics?

5) some senior managers believe they should rely on written information and computer reports because these yield more accurate data than do face-to-face communications. do you agree? why or why not?

6) During times of significant organizational change, such as downsizing and layoffs, the grapevine become more active as anxious employees share organizational news and rumors. As a manager, what communication strategies would you employ during a time of uncertainty in the work place? what are the advantages and disadvantages of gossip during a time of uncertainty?

8) if you were asked to design a training program to help managers become better communicators,what would you include in the program?

10) Describe specific ways that an organization might use social media to communicate with customers. How about with employees?