What are some things you might say or do to turn around the poor behavior?

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Q1: Communication operates on multiple levels. When two people communicate, they exchange information about a task or topic at hand, but that is only part of what is shared. What else is communicated or shared?
(Hint: these other parts of a communication are often communicated non-verbally)
Q2:*** Before answering this question about the Chapter 5 technique, “Agree with the Criticism,” note that it Does Not mean you agree with Everything your critic says.
Show how you would apply “agree with the criticism” after reading the following scenario: A co-worker comes into your office and starts criticizing you. In an angry voice, he says that he saw you on your cell-phone during this morning’s important team meeting with the client and that it was not respectful to the presenter, that it demonstrated poor customer service to the client and that you might have hurt client repeat business. For good measure, he adds, “And then you had to leave to take a call, so we had to answer one of the questions you should have handled. You’re always disruptive! You are not a team player!”
As it turns out, what really happened is that the Senior VP of the company, who is out on an important sales call, sent you an urgent text message, which you felt compelled to answer. When you saw that it required a phone call, you slipped out of the meeting. You kept the phone call as short as possible and then returned to the meeting.
Back to the scene…
After dusting yourself off — Phew! — how might you respond to the person criticizing you, using the “Agree with the criticism” strategy?
What would the impact be of using this approach?
Q3:You have probably noticed that you listen and communicate better at some times than at other times and better with some people than with others.
Comment on the following role of Attitude in communication:
From your own experience, when you communicate with another person, how does your Attitude towards the other person — your beliefs about them, your perception of them, your relationship with them, your respect (or not) for them, your feeling that the conversation is worthwhile (or not) — affect your quality of listening and your effectiveness in the communication?
Q4: Let’s say that you are on a team, and you notice a growing dysfunction. Team members are not communicating well with each other. There is not a lot of sharing of information, and very little exchange of ideas or building on others’ ideas. Not a lot of collaboration. You know that if everyone collaborates, shares and builds on ideas, your team can achieve far better results.
What are some things you might say or do to turn around the poor behavior?
Q5: Someone gossips about a friend of yours at work, and you don’t like it. If you confront the gossiper about it, what is one example of using “I” language that you could make?
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