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Essay / Research Paper Abstract
A 12 page paper that begins with a student-supplied scenario of a small office. A description of the office and personnel is provided first. The writer then describes three communication interactions that were observed. Following each observation, the writer discusses the interpersonal and communication skills that were used and analyzes which skills should have been used. Since one person in the office has a tendency to yell, the paper ends with other suggestions for interacting with this one person. Included in the discussion is diffusing hostility, I-Messages and Active Listening. Bibliography lists 4 sources.
Page Count:
12 pages (~225 words per page)
File: MM12_PGcmmo.rtf
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Unformatted sample text from the term paper:
to respond to the questions, i.e., what skills were used and what skills needed to be used.] Scenario The place is a small mortgage company office, which is
a satellite office of a large mortgage company. Five people work in this office: * Karen is the manager. * Kelly (self) is the Senior Underwriter and office manager. *
Scott, Brian and Janell are loan officers. There are family relationships among some of the staff. Karen and Scott are married. Brian is their son. This places Karen in the
position of managing her husband and her son. One observation that is acutely visible is the fact that Karen and Scott argue more often than not. Scott does not have
heated arguments with anyone else in the office, in fact, Scott, Brian and Janell would be described as being easy-going, kick-back type of people. Karen is a high-strung personality.
She always seems to be highly stressed. She also complains regularly about one or another part of her body hurting. She is either a very ill person or she is
a hypochondriac. Observations 1. Monday, 9:00. Everyone is at their desks. Karen emerges from her office and starts yelling that somebody has taken a file from her
desk. The other four employees sort of look at each other and no one says anything. Karen continues yelling she "wants to know who took the file and where did
they put it." She then lashes out at Scott, accusing him of taking the file. Scott replies calmly that he did not take the file and he would never remove
a file from anyones desk. Karen continues yelling until Kelly offers to help her look for it, saying "Karen, would it be okay if I come in and help
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