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LHC Communication

 
 
  Communication faculty research examines writing and speaking activities in business situations. Instruments developed to plan, deliver, and evaluate such activities have focused on conflicted situations. For example, studies of difficulties new entrants face when reporting bad news to superiors led to a tool for managing tone. Studies of field managers' misuse of contact reports and CEO presentations of poor earnings helped build a framework to evaluate effectiveness by comparing features "now" with what
"should be" for situations. Case studies of communications used for periods of change revealed rhetorical and linguistic strategies		 Communication Faculty Profiles
Communication Faculty Articles
LHC Working Papers

 
 

for managing them. Research-in-progress appearing in conference proceedings and working papers investigates how call center agents can build goodwill efficiently during stressful customer calls and how project teams’ preparation of client reports impacts the work process itself.