Learning Objectives

5.1 Describe how communication flows and the interpersonal communication process.
5.2 List the steps in the oral message-sending process.
5.3 List and explain the three parts of the message-receiving process.
5.4 Describe paraphrasing and identify two common approaches to getting feedback, and explain why they don’t work.
5.5 Describe the difference between criticism and coaching feedback.
5.6 List the steps in the coaching model.
5.7 Define the five conflict management styles.
5.8 List the steps in the initiating conflict resolution model.