Chapter 11: Building a World-Class Communication System

Drill Down Exercises

1.      The chapter discusses five basic types of message strategies (see Table 11.1). Construct a chart with three columns. In column one, identify the three most common message strategies you have observed. In column two, indicate the most common visible signs (e.g., types of reports, agenda formats, posters, etc.) that the organization uses that exemplifies the message strategy. In column three, provide an argument about why the strategy achieves or fails to achieve organizational objectives.  

2.      Identify three typical situations where people invoke a common Discussion Terminating Retort (DTR). Provide a follow-up comment that could allow you to neutralize the DTR and move on with the discussion. 

3.      Assume you report to an executive who downplays the significance of effective communication systems. Provide three well developed arguments that could convince the executive to devote more time, energy and funds to improving the communication system.

Deep Dive Study Questions

Changing benefits video clip     Chapter 11 Clips:  Part 1     Part2     Part3

1.      Does this clip illustrate effective communication? Why or why not?

2.      What is the manager’s communication strategy?

3.      What principles in the chapter does this clip illustrate?