Report on the Analysis of Ineffective Communication in the Workplace Essay

This report will analyse and examine unlooses of inter soulal behaviour in the workplace. It will line a scenario observed concerning colloquy and will include an analysis of the problems that go acrossred. A conclusion will be make which will lead to recommendations to prevent this situation from recurring. 2. 0 The scenario The main divergence in this scenario transpired mingled with mortals B and C (see appurtenance 1) on the shop floor of B & Q. soulfulness B had antecedently speak rudely ab extinct person C to person D.Persons D and C be thoroughly friends, therefore person D informed C about the incident. Person C then discussed the issue with Person A who had a one-to-one brush 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 reduceed holding this meeting and instead chose to speak to person C on the shop floor in the presence of customers. (See attachment 2 for the transcript of the scenario). 3. 0 Transactional Analysis and Effective CommunicationTransactional Analysis assists when evaluating this situation as the precedent is a popular way of explaining the dynamics of interpersonal colloquy. It was developed by Eric Berne in 1949 and has two fundamental assumptions all the events and olfactory modalityings passel experience argon stored within them and can be replayed, and that personality is make up of three self-importance maintains that manifest themselves in gesture, tone of voice and actions. The electric razor ego render 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 contumacious 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 n ame suggests, the rebellious child state invokes rebellion, frustration and withdrawal. The adult ego state involves behaviour that concerns thought processes and can be defined as the thoughtful state. This state focuses on data collection, reality testing and objectiveness.The leaven state is described as the taught state and consists of two sub-states the nurturing and the diminutive parent. In this state, people take responsibility and tend to behave in ways learnt from parental figures. The nurturing parent state involves caring for other people, whereas in the critical or controlling parent state people have a tendency to lay down rules and boundaries and insist on their own method of getting the job done. Exclusions of ego states occur when someone is permanently using one ego state and cuts mutilate the others (see auxiliary 7).There are three types of transactions in communication complementary, crossed and ulterior (see adjunct 3). When both parties ego states match , this is a complementary transaction and communication can continue. Crossed transactions occur when one party addresses a different ego state to the one the other party is soon in. The communication in crossed transactions disintegrates and can result in bad feelings. Ulterior transactions involve a crossed transaction on a psychological level, however on the fall out the ego states seem to match leading to people playing games with one another.Strokes are units of recognition and are given and received via the five senses. Positive strokes are life story and growth encouraging, whereas negative strokes are the reverse gear and cause the recipient to feel dejected. Transactional analysis assumes that our characteristic ways of feeling and behaving derive from the way we feel about ourselves in relation to other people. These are referred to as the four life persuasions and consist of Im not OK, Youre OK, Im not OK, Youre not OK, Im OK, Youre not OK and Im OK, Youre OK (see ap pendix 4).Body language is another method employ to communicate and can assist when deciphering an underlying communicate that someone is trying to purvey. According to Pivcevic, it is commonly agreed that 80 per cent of communication is non-verbal (Mullins, L. J, 2010, pp 235). Effective communication is achieved by attending, reflecting and future(a) (see appendix 5). This benefits both the tender and the speaker as it assists the listener in thoroughly understanding what the speaker is saying. Attending is non-verbal communication that signifies someone is paying careful attention to the person talking.Attending includes body posture, gestures, gist contact and an environment free of distractions. Following skills require the listener to plead openers and encouragements. Openers are non-coercive invitations for the speaker to talk and include judgemental, reassuring and advice statements. Opening questions and silence can be used as they encourage and concentrate on the con cerns of the speaker rather than the listener. Reflecting skills avoid both speaker and listener problems. Words are perceived differently to people and listeners can often become distracted.Reflective responses are non-judgmental and help the listener to grasp the feelings of the speaker. Guirdhams cycle of perception and behaviour can also aid in analysing communication as perceptions can interchange the way in which we behave, thus having an effect on communication (see appendix 8). 4. 0 Analysis of the scenario By applying the Transactional analysis model, it is evident that when person B approached C, she was oration from her critical parent ego state. This state is condescending and admonishing and can cause the addressee to feel discouraged.When replying, person C speaks from her adult ego state which is objective and rational, presenting a crossed transaction as B was addressing a different ego state to that of which C is currently in (see appendix 3). Person B should have shifted to an adult ego state to ensure that the states matched, amending it to a complementary transaction. However, B replies she has no while denoting that she is speaking from her critical parent ego state and sending out negative strokes. Her abrupt and earsplitting tone insinuates she is defensive and angry.Her body language also gives an implication of her underlying message as she is walkway away from the situation with her arms crossed, suggesting she is uninterested. Person C is rational and relaxed with her body language, making constant eye contact and military postureing herself closely to person B, signifying she is earshot intently. Cs ego state shifts to a rebellious child state when Bs body language and attitude is perceived as rude, abrupt and unconcerned. This subliminal communication causes an argument to break out and C begins to speak vociferously. The clenching of her fists and words spoken infer this shift in ego state.A change in behaviour occurs due to Cs perceptions of Bs behaviour (see appendix 8). Person A then interrupts the conversation and speaks from a nurturing parent ego state this is presumed as he interjects with a question, are you okay guys? He places a hand on person Cs shoulder, signalling a display of power over her. At this point, person B begins to fiddle with her pen, suggesting a transition out of her comfort zone and showing she is disquieting in the situation. By this point, person C is very distressed and is deep in a rebellious child ego state.Her body language conveys feelings of anger and frustration as she is frantically waving her arms. Person B is reluctant to apologise or be sympathetic throughout the incident, indicating her ego state has not changed. This implies that she is currently in an arrogant life position as she feels she is not in the wrong (see appendix 4). She walks away, with her arms crossed expressing hostility and disregard to the situation. Person C reverts back to an adult ego st ate towards the end of the conversation and realises that she needs to calm down and clear her head. She also displays anxiety as she begins to morsel her lip.Person A has maintained a nurturing parent ego state throughout as he is caring and tries to control and pacify the situation. 5. 0 Conclusion In conclusion, person B has inadequate communication skills. The crossed transaction, exclusion of other ego states and current life position (see appendix 4) of person B combine together to make her appear arrogant and uninterested, leading to conflict between the two parties. Attending, following and reflecting skills (see appendix 5) should have been applied to the conversation on Bs part to ensure stiff communication took place.Person Bs disregard to instructions given to her by A could be due to the age gap between the two. According to Hart (Mullins, L. J, 2010, pp 101), age gaps can lead to conflict in the workplace as there is a dispute between age and experience. 6. 0 Recomme ndations To avoid this situation recurring, person B should receive training on interpersonal skills (see appendix 6), attending, following and listening (see appendix 5), enabling her to understand her own behaviour, other points of view and improve communication skills.Person A should hold an informal, one-to-one meeting with B and discuss possible outcomes of the meeting, such as training. Person A should identify whether B is in a constant arrogant or cosmetic life position as she could have been having a bad day when the argument broke out. If it is found that her constant life position is Im OK, youre not OK then an attempt should be made to modify this as it has a negative effect on communication.Person A should ensure this is carried out in a conscientious manner to prevent another conflicting situation from occurring. Person A should avoid singling out B as this could demotivate her from joining work shop training, so should offer the probability to every employee. This in formal, fun atmosphere may help to improve person Bs opinions of others and alter her current life position. Another method of altering person Bs life position is to offer counselling but should be suggested at a later date if workshops fail.