Mr. Khawar is working as GM Production in a famous FMCG organization. Few days back, he called one of his managers, Ms. Shazia, in his room. She entered and selected one of the three chairs in front of his desk. She sat with her back straight but not touching the back of her chair. Her hands were folded in her lap, and she was alert and looking at GM – who was chasing one of the fish in his large fish tank around with a net and trying to catch it.
“Shazia, I’d like you to get right over to Awais by the loading dock. Tell him my systems have flagged a negative inventory reduction in dry milk. Tell him I think it’s a paradigm shift and I need a truncated procurement status. Tell him to expedite. I want to snare the drift on the downswing. You’re dismissed.”
Shazia left while he was still chasing his elusive fish. She headed over to the loading dock – but not looking forward to seeing Awais, mostly because she and Awais had been competing for the next promotion, and partly because she was not sure what GM was talking about.
As she reached the loading dock, she saw Awais and three of his assistants talking to five workers. The five workers were facing him and his assistants in a circle where the nine of them were shoulder to shoulder. The group was hanging on Awais’s every word. Awais could not see her and she just turned and left without saying a word. Four days later she laid a message on Awais’s desk while he was out. The message was,
“You should probably look at the dry milk, more.”
Awais increased his order for dry milk. A week later, among stacks of boxes of dry milk, GM screamed at him: “WHY DID YOU ORDER MORE OF THESE? I told you they were piling up! You should have stopped ordering them completely! If you cannot listen you can forget that promotion.”
1. Who is/are responsible for increased order of dry milk? Discuss with proper reasons. (10 marks)
All three are responsible according to their jobs.
Metacommunication Affects Used in this case By Mr khawar
The word metacommunication comes from two root terms; meta, which means “about” and communication.
Thus, metacommunication is communication about communication. For example, during a conversation with your friend, you notice that his body is tense and his voice is sharp. You might say, “You seem really stressed.”
MINDFUL LISTENING not done by shazia
Hearing is a physiological activity that occurs when sound waves hit our eardrums.
Listening is far more complex than hearing or otherwise physically receiving messages. Listening has psychological and cognitive dimensions that mere hearing does not. The first step in listening is making a decision to be mindful or being present in the moment. To be mindful is to keep your mind on what is happening in the here and now. When we are mindful, we don’t let our thoughts wander away from the present situation.
Literature identifies three levels of listening:
Hina should :
1. Pay attention
3. Stay tuned in
6. Ask questions
7. Take notes
8. Convey meanings
10. Evaluate after listening
EGO STATES used by both shazia and Awais
According to Berne, we all have three major ego states that affect our behavior or the way we transact. The three ego states are the parent, child, and adult. We change ego states throughout the day, and even during a single discussion a series of transactions can take place between different ego states. Your parent, child, and adult ego
states interact with other people’s parent, child, and adult ego states. Understanding the ego state of the person you are interacting with can help you to understand his or her behavior and how to transact in an effective way.
Sometimes people don’t know what they want or how to ask for it in a direct way, so they use ulterior transactions. When possible, it is best to avoid ulterior transactions because they tend to waste time. Avoid making people search for your hidden meanings. Plan your message before you send it. When receiving messages look for ulterior transactions and turn them into complimentary transactions, as stated above.
2. How the whole communication, that took place in this scenario, could be improved. (10 marks)
Communication can be improved in this scenarios.
- Active listening, through reflecting back and paraphrasing, can help to overcome communication barriers.
- Upward communication may be improved through techniques such as MBWA, managing by wandering around, and by the use of structured meetings, suggestions systems, advisory councils, and the like.
- Space can be used and designed to improve communication in organizations.
- The appropriate use of information technology, such as E-mail and Intranets, can improve communication in organizations.