Report on the Analysis of Ineffective Communication in the Workplace
1.0 Introduction
This report will analyse and examine issues of interpersonal behaviour in the workplace. It will describe a scenario observed concerning communication and will include an analysis of the problems that occurred. A conclusion will be made which will lead to recommendations to prevent this situation from recurring.
2.0 The scenario
The main conflict in this scenario transpired between persons B and C (see appendix 1) on the shop floor of B & Q. Person B had previously spoken rudely about person C to person D. Persons D and C are good friends, therefore person D informed C about the incident. Person C then discussed the issue with Person A who had a one-to-one meeting with person B. The outcome of the meeting was that Person B should have an informal meeting with person C to resolve the issue. However, person B avoided holding this meeting and instead chose to speak to person C on the shop floor in the presence of customers. (See appendix 2 for the transcript of the scenario).
3.0 Transactional Analysis and Effective Communication
Transactional Analysis assists when evaluating this situation as the model is a popular way of explaining the dynamics of interpersonal communication. It was developed by Eric Berne in 1949 and has two fundamental assumptions; all the events and feelings people experience are stored within them and can be replayed, and that personality is made up of three ego states that manifest themselves in gesture, tone of voice and actions.
The child ego state is described as the ‘feelings state’ and involves people behaving as they did when they were a child. This includes three sub-states which are the ‘free or natural child’, the ‘little professor’ and the ‘rebellious child’. The free or natural child state focuses on genuine feelings, acting on impulse and letting others know how we feel. The little professor state is creative, questioning and experimental. As the name suggests, the rebellious child state invokes
This report will analyse and examine issues of interpersonal behaviour in the workplace. It will describe a scenario observed concerning communication and will include an analysis of the problems that occurred. A conclusion will be made which will lead to recommendations to prevent this situation from recurring.
2.0 The scenario
The main conflict in this scenario transpired between persons B and C (see appendix 1) on the shop floor of B & Q. Person B had previously spoken rudely about person C to person D. Persons D and C are good friends, therefore person D informed C about the incident. Person C then discussed the issue with Person A who had a one-to-one meeting with person B. The outcome of the meeting was that Person B should have an informal meeting with person C to resolve the issue. However, person B avoided holding this meeting and instead chose to speak to person C on the shop floor in the presence of customers. (See appendix 2 for the transcript of the scenario).
3.0 Transactional Analysis and Effective Communication
Transactional Analysis assists when evaluating this situation as the model is a popular way of explaining the dynamics of interpersonal communication. It was developed by Eric Berne in 1949 and has two fundamental assumptions; all the events and feelings people experience are stored within them and can be replayed, and that personality is made up of three ego states that manifest themselves in gesture, tone of voice and actions.
The child ego state is described as the ‘feelings state’ and involves people behaving as they did when they were a child. This includes three sub-states which are the ‘free or natural child’, the ‘little professor’ and the ‘rebellious child’. The free or natural child state focuses on genuine feelings, acting on impulse and letting others know how we feel. The little professor state is creative, questioning and experimental. As the name suggests, the rebellious child state invokes