Reference no: EM132862429

CASE

Simone Blackstock, assistant credit manager of Caribbean Incorporation arrives at the office in a happy mood. It is a sunny Monday morning, and she is returning from a well-earned vacation. The Blackstock family really enjoyed its vacation; and on this Monday, as Simone opened the office door, all seemed right with the world. Simone greets a co-worker, Michael Biggs, with a bright smile. Biggs, however, frowns. "Sorry about the bad news, Simone." "Bad news? It's too nice a day for bad news." "Well, I don't believe it, Simone. Let me know if I can help," says Biggs, as he hurried away. Sensing that this happy Monday has changed suddenly into a disaster, Simone hastily picks up a telephone and calls home. "Everything alright there?" Simone asks. She is re-assured by a familiar voice. "Everything's fine; I'm a little late leaving for work this morning, that's all. Why, dear? Simone, what's wrong?" At that instant, Biggs re-enters the office. Simone ends the telephone conversation abruptly with, "Don't worry. We'll talk about it tonight." Simone hangs up the telephone, and enquires of Biggs "What's this all about?" "Pottinger wants to see you," was the reply. Anxiously, Simone rushes to the suit of John. W. Pottinger, vice president for Human Resource. Pottinger's receptionist says mournfully: "I'm truly sorry about this thing. "Go right in, please." Simone opens the door to John's private office. "Come in, Simone. Shut the door. Please sit down." "What is it, J. W.?" Pottinger pushes back his chair resignedly and says "I'll come right to the point: This company can't have credit executives who don't pay their own bills." Blood rushes to Simone's perspiring face as Pottinger continues: "While you were on vacation, Simone, your secretary was assigned to another office for a few days. A temporary replacement handled your incoming mail during that time." "So what?" "One of the incoming letters wasn't routine, Simone. The envelope it came in wasn't marked personal or confidential, and the message was.......well, it's an ultimatum from one of your creditors, demanding payment for a long overdue bill. A very large bill, I believe." Pottinger reaches into a desk drawer and tosses the letter to Simone, who silently reads it, and glares at Pottinger. There is a long painful silence before Simone finally says: "You'll get another letter this afternoon. My resignation! And that creditor may not be the only one who is sued!" "Calm down, Simone. If it's only a matter of miscommunication..." "Only miscommunication? Do you want to see receipts and cancelled cheques proving I pay my bills? That ultimatum shouldn't have been sent to me - especially without a personal or confidential notation on it. And why did an unauthorized person open my mail, read it, feed the grapevine with false information about me? I thought people were logical. I thought you were ethical. Why did all of you believe what is untrue?" "Why?" repeats Pottinger thoughtfully, as he paced the floor and scratched his head? "Why?"

QUESTIONS

1. Who are the people in the case who contributed to miscommunication and how? Restrict your answers to persons currently employed to the organization.

2. There was no meaningful rapport between John and Simone in John's private office. The situation was tense. Identify the type of conflict which existed and explain the differences between the two types of conflict.

3. Identify five non- verbal communication cues in the case and explain their significance.

4. Drawing on your knowledge of meetings and the goals of business communication, explain the communication techniques AND measures that you would you have used before, during and after the conference with Simone if you had been John Pottinger.

5. Identify and explain the main barrier to communication portrayed in this case.