CASE STUDY 2: MANSUR - BE A GOOD MANAGER IS ESSENTIAL Mansur is the manager of the marketing department at a large internet shopping site. He and his twelve (12) staff were located in the same office building on the same floor in close proximity. Over the last few months, he has noticed that his employees are not approaching him to keep him informed as to whats happening whether it be customer-related issues such as complaints relating to shipping errors, demands for refunds, credit card payment problems or individual employees telling Mansur about an increase in their monthly sales. It was quite baffling to Mansur. From his point of view, Mansur thought he was doing everything correctly. After all, his office door was always open, and he responded to employee emails within a 24-48 hours. Mansur didnt realize that the problem was his attitude: when an employee approached him, he often came across as being disinterested, even annoyed at being interrupted. So people just stopped talking to him. Janine, a consultant and specialist in the field of Performance Management was hired by the company for 3 months to determine what the causes of Mansurs difficulties were and to develop some solutions. After two months of observing Mansur in action and analyzing the results of an anonymous Employee Survey, Janine was able to conclude Mansurs difficulties were related to his communication style.

1. WHAT AND EXPLAIN the important of the performance management and the link to performance management important to have good communication skills by discussing the different ways of communication can impact (positive or negatively) manager-employee relationships the link to performance management
2. WHAT AND EXPLAIN important to have good communication skills by discussing the different ways of communication can impact (positive or negatively) manager-employee relationships and the link to performance management