Chapter Summary

• There are four types of communication at work: downward, upward, horizontal, and diagonal. All types of communication can happen at once, especially with the use of blogs and social networking sites.
• Companies that use good communication tend to have less turnover and less absenteeism.
• There are four main types of communication styles: expresser, driver, relater, and analytical. The better we can understand our own style of communication and the communication styles of others, the easier it will be to communicate with them.
• Passive, aggressive, and passive-aggressive behaviors are not healthy ways of communicating. Assertive behavior, on the other hand, respects one’s own rights and the rights of others.
• Listening is also an important part of communication. Active listening occurs when we are interested in what the other person has to say, and we check with the speaker to make sure we understand what they have said. Competitive or combative listening is when we are focused on sharing our own point of view. Passive listening is when we listen to someone but do not verify that we understand what someone is saying.
• When sending e-mails, make sure to follow the four Cs: Clear, correct, concise, and complete.
• Nonverbal communication is the process of conveying a message without the use of words; it relates to the dynamic process of communication, the perception process and listening, and verbal communication.
• Nonverbal communication is fluid and fast, universal, confusing, and contextual. It can add to or replace verbal communication and can be intentional or unintentional.
• Nonverbal communication communicates feelings and attitudes, and people tend to believe nonverbal messages more than verbal ones.
• Nonverbal communication can be categorized into eight types: space, time, physical characteristics, body movements, touch, paralanguage, artifacts, and environment.