Abstract
Summary This study investigated whether more effective supermarket store managers (n = 5) differed in their verbal behavior from less effective ones (n = 5). A relatively novel methodological feature was the use of a tape recorder to capture verbal interactions between store managers and their employees under actual working conditions. Analysis of transcribed interactions in terms of categories derived from interaction process analysis showed that more effective managers were characterized by a higher frequency of verbal acts falling into the category of giving suggestions and directions. In addition, suggestive evidence was obtained that they addressed their employees more often by name. A methodology is described that appears suitable for studying verbal interactions in a wide variety of work places and other naturalistic settings.
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