Organisational Behaviour

communication scenario depicted in the video clip.

“Communication is an important activity in an organisation and it is the key to coordinating and achieving organisational goals” (Harris & Nelson 2008). As per the video clip, communication is ineffective and the emergent behaviour resonates ‘felt’ conflict due to communication barriers.

Three problems and barriers identified in this video clip are: selective perception; lack of feedback; and, interpersonal barriers.

Selective Perception: “A psychological process (often unconscious) which distorts communication when ideas or information contradict with our views” (study book).In this case we note that employees do not seem comfortable receiving information. The manager in the video clip tells them there will be changes at their workplace. One of the employees questions whether their jobs in jeopardy. Loss of employment is one of a range of possible outcomes of changes in the workplace. The employee has latched on to one interpretation, likely the one around which he had the greatest concern. This is selective perception. The reaction of the employees is one of betrayal as this is construed as a breach of their psychological contract. The employees then ask questions of the manager in an attempt to gain information that reinforces their initial perceptions. The manager in this scenario is perceived by his staff as authoritarian. They believe that he is controlling, if not withholding information from them. Since there is no flow in communication, the receivers (employees) use their intuition to fill in the gaps they perceive.

Lack of feedback: Feedback communicates how one feels about something another person has done or said (Schermerhorn, 2007). Effective communication involves giving meaningful feedback. The managers poor choice of words, highlighted by the frequent retractions and reiterations throughout