Question oneA lot of bosses are accused of being “poor communicator”. Why do you think this is? Communication is straightforward which is encoded and decode messagesbetween the sender and the receiver. Communication can fosters motivation but alsoact as a double edge sword because it may also be able to de-motivate people withinthe radius. It can control members in several way such charismatic leader who speakswith confidence. What makes it difficult, complex and frustrating to communicate witheach other are the barriers that avoid us to decode the messages clearly. A lot of bosses are accused of being poor communicator because of they havevery high communication barrier in the way which leads to communication breakdown.For example if the boss is from different country and of course he will have differentculture. Each culture holds different cultural beliefs, practices and perception. Even so,the boss and the employees need to respect and to be respected with their culture. Communication takes both parties to be able to listen and to talk. It’s hard tocommunicate with someone who already thinks they are correct in the first place. Themore egotistical the boss is the worse the communications are. There are some weirdunwritten rules also. " Because I am the boss I can’t be wrong", or "I will look stupid if Iam wrong because I am the boss so I will go to the ends of the earth defending myposition." or "Since I am the boss I can’t be questioned about anything". The bosses may have poor communication because of their feeling of superiority.They often thought that they have the power to control over people and less often theysee that the way they communicate and behave burdens them. It could be that, thesuperior (the boss) is too intelligent for his subordinates or his subordinates perspectiveis different from his superior. Having this issue derived on several factors such asemotions, physical barriers, lack of social skills, lack of knowledge and education. In thecase incident states that the boss is men so in other words, they mostly emphasizeabout status, power and independence. Some bosses will speak to their people on what needs to be done, but wont listento what their peoples input. They are too busy with expenses, payroll, monthly reports,etc. They forget to take the time to create clear and concise directions. They assumethat just because they were in the meeting that the same communication was heard by
all. They have selective hearing and do not communicate all the information they weresupposed to. Another example of poor communication is the language and different accentsand dialects. Some words may mean different to different individuals. Some employeemay not understand the accent and dialects spoken. In this process, communicationbreakdown occurs because there is wrong perception by the receiver. In short, thereceiver did not receive (decode) the message clearly. In addition, the hierarchical structure of a company also adds up to thesatisfaction of the bosses that often results to poor communication. For example,instead of having the initiative to talk to their employees , they have this mentality thatsince they are the bosses and they are at the higher level in the organizational structure, their employees should be the ones to make an effort to consult them or talk to them That’s why they are called poor communicator. A good boss will speak to theirpeople and listen to what they have to say. A good boss will take care of their people; agood boss knows that you cant run a business by yourself. A poor communicator is nota good leader. A great leader will lead their people to victory, and will know how to pulltheir people out of defeat, and rise and learn from the leaders mistakes.
Question twoWhat does this case suggest regarding the relationship between reinforcement theoryand communication? The reinforcement theory, based on E. L. Thorndikes law of effect, simply looks atthe relationship between behavior and its consequences. Reinforcement theoryemphasizes that consequences influence behavior while communication is thetransference and understanding of meaning, it would appear that good communicationwill increase understanding and efficiency while complimenting the reinforcementtheory. In the case study suggest that there is strong relationship between reinforcementtheory and communication. Communication controls behaviors which stimulatesmotivations, offer information and is a way to release emotions. Reinforcement theoryis a middle part of those four functions. In order to achieve each function,communication and reinforcement theory work hand in hand to provide opportunity tosend messages and to receive feedback from employees. Sending the correct messages and receiving feedback not only strengthens therelationship between the boss and the employee, it also strengthens the lines ofcommunication. Since Mr. Caruso does not communicate well, he is unable to motivatehis employee through the use of reinforcement theory. Reinforcement theory establishes that employees have higher job satisfaction andhigher levels of motivation when the behavior the company wants is reinforced withpraise. In Mr. Caruso’s case, his employees are very critical of his style of managementand it is considered to be a regular source of conflict. In the workplace, reinforcement theory can either hinder or promotecommunication. If mangers or supervisors ways of communicating produce favorableresults, there is huge possibility that they will repeat that action and as a result, it willyield a better flow of communication. But if they already know that a particular actionwill produce unfavorable results, they will most likely not do that specific action. SinceCaruso is not aware of the consequences of his behavior, he continues to do it becauseit satisfies his wants and needs. For him , his actions bring positive results that benefithim as a manager or supervisor in public relations but in reality his bad behavior have
affected the performance of his employees that led to lack of initiative to be moreproductive and promote effective communication When we talk about expectancy theory in which it act in a certain way dependson the strength of an expectation that the act will be followed by a given outcome andon the attractiveness of that outcome to the individual. The employee will apply therelationship by receiving the correct data. So he or she will exert their perception of theeffort to their performance. If the performance is good they will be given reward andthey eventually achieve their goal satisfaction. However, if the employee did not receive the proper data (decode properly) theywill tend to misunderstand and perceived differently. So they may be less effort to bemade and lower down their performance. In other words, they will not satisfy and willnot achieve their goals. This case only proves that when an action results to a negative consequence,employees try to decrease the occurrence of this behavior but when it brings positiveeffects, the natural outcome would be an increase in the action that produced it. Butwhen a specific behavior does not deliver either good or bad effects, it is most likely thatthe action will never happen again.
Question threeWhat, specifically, do you think Caruso needs to do to improve his communicationskills? First and for most Caruso needs to understand and learn the beginning of thecommunication process. It is he (sender) which starts the messages and then themessage will be encoded by the brain. Followed by the message being send (verbally orwritten) through the channel which travels to the receiver. The receiver will thendecode the message in which the brains translate the message in most simple way bythe receiver. While having this process, there will be some distractions such as noises inwhich it prevent the receiver from understanding the message clearly. Finally, endingwith feedback which determines the receiver understands fully or not. Next step is for Caruso to learn and explore the power of non-verbalcommunications. Action speaks louder than words so body language may reveal aperson’s true feelings, motivation or character. It is hard to control than words. The wayhe listen, look, move, and react tells the other person whether or not he care, if he isbeing truthful, and how well he listen. When his nonverbal signals match up with thewords he said, they increase trust, clarity, and rapport. When they don’t, they generatetension, mistrust, and confusion. If he want to communicate better in all areas of his life, it’s important to becomemore sensitive to body language and other nonverbal cues, so he can be more in tunewith the thoughts and feelings of others. he also need to be aware of the signals hesending off, so he can be sure that the messages he send are what he really want tocommunicate. Another way to enhance his communication skills is to improve the direction ofcommunications. In downward communication, Caruso needs to interact with hisemployee of lower level whereas lateral takes place among members of the same workgroup such as managers of same level. Moreover he also need to improve his formalchannel of communication because his job require professionals dealing with clients. Heneed to differentiate when to use formal language and when to use informal language. While Mr. Caruso seems to understand that some people do need to be told thatthey are doing a good job, he actually needs to put it into practice. Mr. Caruso must setthe example by meeting his deadlines. If he is able to complete his work in timely
manner, his employees will begin to so the same. He needs to learn how tocommunicate with clients to avoid placing his employees in awkward situations. Showing his employees the correct way to deal with clients will give theemployees self-confidence and motivation. When employees feel valued by thecompany, it fosters creativity and stronger problem-solving skills. Furthermore,changing his tone when he speaks to his employees will relieve tensions his employeesfeel when they are unable to express their emotion through communication process.Finally, criticizing employees and not praising them are enough to kill motivation and jobsatisfaction. Mr. Caruso would do well to use constructive criticism and praise hisemployees more in order to create environment that allows for growth and for moreopen lines of communication where he can receive feedback to make sure that hismessage is getting through his employees.
Question fourAssuming Caruso wants to improve, how would you suggest he go about learning tobe a better communicator? In order for Caruso to improve and be a better communicator, that he shouldlearn and understand the process of communication as well develop his owninterpersonal skills in communication. The process of communication involves Listening,Choosing his words, understands why communication fails, relax, clarify and beingpositive. In this information, age that we are all in, Caruso will be able to quickly learn anddevelop his communication skills while running a business. He could easily sign up for anonline course that he could do on his own time, read articles online, learncommunication skills through a good book and so forth.However, he could easily follow seven verbal communication skills that improveworkplace management effectiveness 1. Personal Contact - The reason is that people relate to one another better when they can meet in person and read each other’s body language. What’s more, people can feel the energy the connection creates. You can also smile and shake someone’s hand when you greet them, which creates a powerful connection. 2. Develope a Network - No one achieves success alone. Success in any company requires a team effort. 3. Be Positive - Try to remain positive and cheerful. People are much more likely to be drawn to you if you can maintain a positive attitude. 4. Relax - When we are nervous we tend to talk more quickly and therefore less clearly. Being tense is also evident in our body language and other non-verbal communication. Try to stay calm, make eye contact and smile. Let your confidence shine.
5. Choosing his words: This is where he needs to be aware of. The words that he’s going to use when talking to the others could he be misunderstood or confusing to others and also criticizing the employees with praise or harsh on the words being used.6. Always be Couteous - Courtesy lets people know that you care. Say “Thank You” and “Would you please…” instead of just, “Please…” this show that you appreciate your employees’ efforts.7. Be Clear - Since people often hear things differently, and they may be hesitant to ask you to explain what you said, you should ask, “Did I explain this clearly?” This will confirm they understood.8. Compromise - You can decrease the tension associated with conflict if you always ask, “What is best for the company?” This gives people a different perspective on your requests, and they will be less likely to take any conflict personally.9. Understand Why Communication Fails: By learning about the various barriers to good communication he can be aware of and reduce the likelihood of ineffective interpersonal skills.10.Be interesting and interested - Even though most of your workplace communications will be about business topics, it is also important to share your personal side. You can share your interest in your family and ask about theirs. You can tell short stories and have your employee’s feel closer to you.11.Finally Listen - Listening attentively to your employees demonstrates respect. Listening isn’t easy because everyone’s mind tends to wander. So to help you concentrate on what the other person is saying, keep a good eye contact – without staring, and then make a comment about it or ask a question.
By understanding all of those skills and applying them in his communication withregards to improve the communication with his employees, it could be really helpful asthis could somehow increase the bond of his relationships with them, avoidsmisunderstanding with the others, making the employee more comfortable andmotivated in their working environment which could fix the communication breakdown. Improving communication skills is a process that happens gradually over a periodof time and that he has the opportunity to practice his communication skills every day atwork. A quick tip to help him to improve faster would be at the end of each day, take amoment to review his communications during the day. What was effective? Whatwasn’t effective? That way he will continue to learn and improve his communicationskills.