Question 161. A large national sales organisation has concluded that active li

161. A large national sales organisation has concluded that active listening is a critical factor in successful sales and customer satisfaction. The company now wants you to design a training program that teaches sales staff the main components of active listening. Discuss a specific training activity that would potentially improve the salespeople’s performance in each of the three components of active listening. Your answer should also briefly describe the three components of active listening.

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162. A fertiliser company with salespeople in remote operations recently introduced email throughout the company. Previously, salespeople received most information through formal communication channels and the annual sales meeting. Many salespeople complained that they were kept in the dark about company activities. Now, with the email system in place, salespeople receive most of their information informally through this network. None of them complain about isolation from company information. Furthermore, senior executives had to intervene recently to stop incorrect rumours that the fertiliser company might be acquired by a larger chemical company. Using your knowledge of organisational grapevines, explain what might have happened in this company when salespeople were connected to an email network.

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163. Should companies try to eliminate grapevine communication? Explain your answer.

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