Communication Audits

2. Communication Audits Chapter 8 Phase 4: Critical Communication Experience

3. Critical Communication Experience “Critical Incident Method” • Advantages of the Method • The technique focuses on specific behaviors. • The techniques focuses on behaviors that have been directly observed. • The responses are unstructured by the auditor.

4. Critical Communication Experience “Critical Incident Method” • Advantages of the Method • The technique can be adapted to any specific observable situation or context. • The technique is both reliable and valid. • The rich, qualitative data obtained from critical incidents is invaluable in interpreting the data from questionnaires.

5. Critical Communication Experience • Administering the Questionnaire • Specify need for both effective and ineffective experiences. • Choose most appropriate means of collecting data.

6. Critical Communication Experience • Analyzing the Data • Screen the Experiences • Observer • Time Frame • Evaluation • Behavior • Focus

7. Critical Communication Experience • Analyzing the Data • Identify Incidents with Specific Person, Position, or Department • Divide into Effective and Ineffective Groups • Classify Incidents into Themes or Categories

8. Critical Communication Experience • Interpreting the Results • Four Obstacles • Note the return rate • Develop categories • Maintain privacy • Derive generalizations

9. Communication Audits Chapter 8 Phase 4: Critical Communication Experience END