CUSTOMER SERVICE, SKILLS FOR SUCCESS, 4e

In his 1957 study, Dr. Ralph G. Nichols, sometimes called the father of listening, found that the average white-collar worker in the U.S. typically exhibited a mere 25 percent efficiency rate when listening. This means that 75 percent of the message was lost. Review Figure 5.1 and help students understand the math calculations located in the ... ................
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