After studying this chapter, students should be able to

1. Understand the impact advanced technology has had on today's communications.
2. Differentiate impersonal from interpersonal communication.
3. Understand the communication process and the filters that affect communication.
4. Identify ways to improve personal communication, including developing listening skills.
5. Understand how communications flow through an organization and how to improve the flow when necessary.
6. Learn how to communicate effectively through technology, including voice mail and e-mail.