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Business Communication Case Study Report

By:   •  April 29, 2018  •  Research Paper  •  2,713 Words (11 Pages)  •  153 Views

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Business Communication Case Study Report

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Executive Summary

This study explores the inconsistencies and dysfunctions displayed by the managers of the Youbeaut Enterprises, especially those of Susan Metcalf. Susan, the Managing Director of the firm, was tasked with monitoring and reporting on the progress of the upcoming office renovations. Her report to the board indicated that she was confident with the work and that her managers had everything under control. This report argues that the primary management problem exhibited by the managers at Youbeaut Enterprises, and for Susan specifically, is poor communication skills. Moreover, the study identifies other deficiencies like unethical office behaviors as well as insubordination and lack of respect for the seniors. Still, these deficiencies relate to the aspect of dysfunctional communication. This report suggests that Susan and her team join Camp Communication to remedy on their shortcomings regarding useful communication skills. Upon returning from the camp, the group will share their experiences and the knowledge of communication skills they learned during the program with the other subordinates. It is essential that the managers adopt the fundamental communication skills to perform competently. Johansson asserts that organizational communication is the core process of organizing. Thus, managers and other office staff should attend programs that assist in reinforcing the necessary organizational communication skills.

Table of Contents

  1. Introduction………………………………………………………………………………..5
  2. Analysis of Communication Issues………………………………………………………..6
  1.   Situation Analysis……………………………………………………………………6
  2.   Employee Surveys………………………………………………………...…………9
  1. Conclusion……………………………………………………………………………….11
  2. Recommendations……………………………………………………………………..…12

List of Figures

Figure                                                                                                                                         Page

  1. Summary of key management issues at Youbeaut Enterprises                                       8      
  2. Severity of the Communication Problems at Youbeaut Enterprises                               10
  3. Summary of the other Alternative Courses of Action                                                     13

  1. Introduction

        The choice of communication channels employed by an organization depends on the technology, client and personal characteristics, multiplicity and expectations, globalization of labor and data (Kupritz and Cowell 2011). These are the factors which have the most impact on the nature of communication existing between the managers and the subordinates. This essay discusses the various aspects of dysfunctional communication that exists in the micro-environment constructs of the Youbeaut Enterprises. Specifically, this report explores the negative traits exhibited by Susan Metcalf, the Managing Director of the firm. The board assigned Susan the task to prepare and deliver a report on the progress of the upcoming office renovations. Susan assumes that the preparations for the work are underway after receiving a verbal assurance from her managers. However, she realizes that the groundwork is not well in place as she expected since there exist some issues regarding the overall organizational communication. As a communication expert at Verybest Consulting firm, Susan has entitled me with the duty of advising the CEO on the state of communication at the company.  

        That said, this report identifies the various communication deficiencies that exist within the organization. This study asserts that the primary management insufficiency at Youbeaut Enterprises is poor communication. This problem is not only exhibited by the division managers but also by Susan Metcalf, the Managing Director of the business. Even so, there exist other challenges including insubordination among the juniors, lack of trust between the manager and the subordinate, and poor choice of communication channels. Youbeaut enterprise lacks a sufficient communication system to guarantee effective communication between the supervisors and the workers. For instance, Kupritz and Conwell (2011, p.54) state that it is essential that organizations incorporate the use of online or face-to-face communication channels to foster effective communication.

  1. Analysis of Communication Issues

        Many communication issues exist within Youbeaut Enterprises. This section of the report attempts to discuss some of these issues. The sub-headings labeled situation analysis, and employee surveys address these deficiencies.

  1.  Situation Analysis

        A range of issues proves the existence of poor communication between the management and the employees at Youbeaut Enterprises. These shortcomings exist at both the organizational and personal levels. At the corporate level, the existing structural problems lead to confusion about the appropriate persons to report. The hierarchy of the management structure of Youbeaut Enterprises is not plainly stated. However, there exist division managers who report to Susan, the Managing Director, who in turn delivers a report to the Board of Directors. The junior employees tend to answer to different bosses, leading to communication and motivation inappropriateness. In that sense, a study by Correl, Curro, and Keslar (2012) indicates that because of the fickle relation that exists between the top managers and their juniors, the staff tends not to build relationships with their supervisors. Hence, it is this lack of rapport and trust between the two parties that cause ineffective communication within an organization. This element of dysfunctional communication is evident when Fred decides to storm out of the meeting claiming that he is tired of Mark giving the members of his division a hard time.

        Also, the action by Mary Peoples, the HR Manager, of rolling her eyes and looking away after the incident emphasizes the idea that there is lack of rapport between Susan and her managers. Besides, poor prioritization of agendas during the meetings compromise the management-personnel relationships as well as the overall communication. Susan calls for an informal coffee meeting with the managers. She does not have any agenda in mind and asks them to talk to her about anything. The atmosphere in the room is tense as the managers do not know what to say. A few managers including Fred Growth and Mark Profit discusses some of their achievements. The discussion then ends with the members talking about the latest football match. However, it is when the managers are about to leave the meeting that Susan asks about the issue of office renovations - an agenda which was supposed to be a priority during the session.

        However, the primary management concern for the Youbeaut Enterprises is poor communication. Susan, as well as some of her managers, do not exhibit the fundamental communication skills. For instance, even though Fred insists that his division is experiencing no problems regarding the preparations for the upcoming project, Mark, the Finance Manager, says otherwise. He claims that the rumors going around about the office renovations are all concerning Fred’s division. This accusation by Mark prompts Fred to quit the meeting before adjournment. This action by Mark is unprofessional and undermines the element of effective organizational communication. Thus, by failing to address the accusation, Mark shows that he is not ready to communicate.

        Another element of dysfunctional communication manifests in Susan’s condescending tone and poor listening skills. These qualities undermine her attempts to communicate. Hence, breeding resentment and dislike among her juniors. Mary tries to avoid Susan rather than be subjected to her efforts to communicate. She does this by rolling her eyes back and looking away. That said, the figure below is a table summarizing the various management issues experienced at Youbeaut Enterprises leading to ineffective communication.

Figure 1. Summary of key management issues at Youbeaut Enterprises

Character/Entity

Management Issue

Description

Youbeaut Enterprises

Poor organizational structure

Unclear assignment of tasks

Fred and colleagues

Insubordination

Organizational culture and lack of rapport with the top management contributing to disobedience and rebelliousness.

Susan and the Board of Directors

Unfair employee expectations

Disregard for other important tasks and expecting the best from the workers without considering the odds.

Susan

Communication style

Condescending tone and poor listening skills.

Youbeaut Enterprises

Communication issues

Unclear organizational structure, lack of individual communication skills, and repetition of messages until their relevance is lost.

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