- Subject index
This book focuses on the types of risky interactions that threaten identities, relationships, and sometimes careers, including voicing dissent, repairing broken relationships, managing privacy, responding to harassment, offering criticism, and communicating emotion. Each chapter is grounded in real-life organizational scenarios, includes recent research, applies a standard theoretical framework, and illustrates a full range of communicative tactics and discourse practices. Throughout the book, authors Vincent R. Waldron and Jeffrey W. Kassing provide examples to spur thinking, raise questions, and help readers understand how organizations benefit when employees communicate in ways that manage risk.
Chapter 2: Delivering and Seeking Feedback
Delivering and Seeking Feedback
My first job after college was manager-trainee at a car rental company. I was still working the customer service desk, learning the business. On this day, an even newer employee was working with me. He was really nervous and making a lot of mistakes. Customers were getting impatient. This new guy kept on messing up the insurance forms even after I showed him how to do it. So customers were being charged the wrong rental rates. I knew we would get in trouble at the end of the day for these mistakes, because our boss was a fanatic about accuracy. Out of fear and frustration, I did the wrong thing. I lost my cool and snapped at the ...