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Communication Strategies for Today's Managerial Leader by Deborah Britt Roebuck

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Chapter 3

Understanding How to Communicate in Day-to-Day Situations

Each day when you arrive at work, you face multiple challenges and priorities such as returning phone calls, responding to e-mails, completing reports, and managing budgets. These tasks can overwhelm you. Sometimes you have to stop and remind yourself that the most important, and often most difficult, job is to communicate with both internal and external customers. Thomas Watson, president of IBM from 1914 to 1956, never allowed IBM to replace people as his number-one focus. The story is told that during one meeting, managers were reviewing customer problems with Mr. Watson. On the table were eight to ten piles of papers identifying the sources of problems: manufacturing, engineering, ...

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