Learning Outcomes
After studying this chapter, you should be able to:
1. List the steps in the oral message-sending process. p. 190
2. List and explain the three parts of the message-receiving process. p. 194
3. Describe paraphrasing and state why it is used. p. 197
4. Identify two common approaches to getting feedback, and explain why they
don’t work. p. 198
5. Describe the difference between criticism and coaching feedback. p. 206
6. Discuss the relationship between the performance formula and the coaching
model. p. 207
