ABSTRACT
The previous chapter emphasized that effective communication depends on personal awareness, interpersonal skills and the context in which people operate. This chapter applies these ideas to common face-to-face situations of two very different types:
the more casual, unscheduled or informal interactions and exchanges of information which go on all the time – the conversations and discussions in the office, on the shop floor or service area;
the more formal interactions, which are often subject to company rules, regulations and procedures, such as interviews.
