Communication, Coaching, and Conflict Skills
المادة الدراسية:
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
7. Define the five conflict management styles. p. 210
8. List the steps in the initiating conflict resolution model. p. 215
9. Define the following key terms (in order of appearance in the chapter):
communication
oral message-sending process
message-receiving process
feedback
paraphrasing
360-degree feedback
coaching
job instructional training
coaching feedback
attribution theory
performance formula
mentoring
conflict
initiating conflict resolution model
BCF model
mediator
arbitrator