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

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communication audits

Communication Audits

Chapter 8

Phase 4: Critical Communication Experience

critical communication experience
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.
critical communication experience1
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.
critical communication experience2
Critical Communication Experience
  • Administering the Questionnaire
    • Specify need for both effective and ineffective experiences.
    • Choose most appropriate means of collecting data.
critical communication experience3
Critical Communication Experience
  • Analyzing the Data
    • Screen the Experiences
      • Observer
      • Time Frame
      • Evaluation
      • Behavior
      • Focus
critical communication experience4
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
critical communication experience5
Critical Communication Experience
  • Interpreting the Results
    • Four Obstacles
      • Note the return rate
      • Develop categories
      • Maintain privacy
      • Derive generalizations
communication audits1

Communication Audits

Chapter 8

Phase 4: Critical Communication Experience

END

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