You might ask yourself, “Why should I bother knowing my self-concept?” “What does that have to do with my being an effective telecommunicator?” These are…

The view of ourselves is shaped by self-perception, which in turn was based on the feedback that we have received since being children. We have…

We are generally very adept at hiding our emotions except when we are in stressful situations. These, of course, are a major component in the…

Language is the source of many problems in interpersonal communications. Since every language is made up simply by a collection of symbols that follow varied…

As telecommunicators, you also encounter some difficulties that are more complex than those found in other jobs. One of these problems is to be of…

Nonverbal communication consists of messages that are expressed through “body language”: distance from one another, touch, body posture and orientation, expression of the face and…

As you have seen so far in this chapter, active listening is a skill that can be practiced. Nevertheless, no matter how much we have…

Why do we not listen better than we do? The reason is that we listen ineffectively and carelessly. Listening is a demanding and complex activity,…

Although you may think that this chapter does not really apply to the facets of your job, it is an amazing insight into the relational…

Like the weather, interpersonal relationships have a climate. It can be positive or unpleasant and hostile. Certain behaviors contribute to these positive or hostile feelings….