Effective communicators use a variety of skills, such as reinforcement and questioning,

reflection and explanation and influence and assertiveness, to enhance their

communication process.

Analyse the following communication scenario to determine which of these skills have

been used and how these skills are reflected in the scenario.

The manager walked into the office of the employee, clapping his hands and said,

$$Thank you for sending out the notification so timeously.$$ The employee thanked the

manager for his kind words and wanted to know whether the manager was satisfied

with the composition of the notification. The manager said that the message was very

clear and asked whether the employee had ever undergone any training for writing

official documents. The employee was not sure whether the manager referred to

training offered by the company and said, $$Sir$,$ I assume you are talking about the

workshop on writing skills that took place last week?$$

The manager then told the employee that he would benefit from making use of all the

in$-$service opportunities. He handed the employee a registration form for the next

training session and asked him to complete it immediately so that it could be

submitted in time. The employee wanted to know whether he should complete the

form at that time or whether he could think about participating in the workshop. The

manager said, $$You have to submit it as soon as possible, as only a limited number of

people can register. I think it will be to your advantage and it will definitely help when

you apply for a promotion.$(16)$