Publicação
Soft skills training and intervention in organizational crisis situations for better managerial outcomes in the delivering of bad news
| Resumo: | This paper examines the impact of communication skills training in organizational crises to enhance managerial outcomes when delivering bad news. With the COVID-19 pandemic highlighting the need for reskilling, this study aims to develop a training model based on Kolb’s Experimental Learning Model, using SPIKES, NURSE and Bies’ Multiphase model as theoretical basis. To test the designed training, three pilot sessions were conducted, resulting in positive reaction and knowledge retention from the participants. This research ultimately contributes to enhancing manager’s skills in crisis communication, offering practical recommendations for future trainings |
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| Autores principais: | Frasco, Beatriz Carmo Delgado Monteiro |
| Assunto: | Crisis management Training Training methods Training design Training and development Soft skills Communication Communication skills Management Empathy Interpersonal skills Organizational crisis Human resource management |
| Ano: | 2023 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| Resumo: | This paper examines the impact of communication skills training in organizational crises to enhance managerial outcomes when delivering bad news. With the COVID-19 pandemic highlighting the need for reskilling, this study aims to develop a training model based on Kolb’s Experimental Learning Model, using SPIKES, NURSE and Bies’ Multiphase model as theoretical basis. To test the designed training, three pilot sessions were conducted, resulting in positive reaction and knowledge retention from the participants. This research ultimately contributes to enhancing manager’s skills in crisis communication, offering practical recommendations for future trainings |
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