Why were the structural changes important to the success


1. What barriers to communication were evident at Voyant? What other communication barriers likely existed? Explain.

2. What suggestions presented in the chapter might Voyant s employees have used to overcome communication barriers?

3. Why were the structural changes important to the success of the communication changes?

4. Why do you think Ernstrom believes that the company s customers are happier than ever before? What role do you think communication plays?

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