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Chapter 6:
1. What are your strengths when it comes to interpersonal communication? What areas do you plan to
develop?
2. Make a list of several positive customer service experiences you’ve had. Did interpersonal
communication impact your service experience? If so, what makes the di#erence in these experiences
compared with others?
3. As a manager or leader, what steps would you take, if any, to educate your employees about
interpersonal communication?
4. Do you believe companies should have policies that forbid dating among employees? Why or why
not? Should companies have policies forbidding supervisors and subordinates to have nonromantic
relationships outside work? Why or why not? Should companies have policies that forbid coworkers to
