Case analysis of management communication in life 1 No communication, from colleagues to friends.
Xiao Jia is an employee of the company's sales department. He is easy-going, does not like to argue, and gets along well with his colleagues. But some time ago, I didn't know why Xiao Li in the same department always had a hard time with him, and sometimes he deliberately criticized others. He also deliberately asked Xiao Jia to accompany him to do work tasks, and even robbed several old customers of Xiao Jia.
At first, Xiao Jia thought they were all colleagues, so it was no big deal. Bear with it. However, seeing Xiao Li so arrogant, Xiao Jia got angry and sued the manager. The manager criticized Xiao Li, and since then Xiao Jia and Xiao Li have become absolute enemies.
Case review:
What Xiao Jia encountered was a common problem at work. In a period of time, colleague Xiao Li's attitude towards him has changed greatly, which should arouse Xiao Jia's vigilance and pay attention to whether there is anything wrong. However, Xiao Jia just kept on forbearing. This kind of forbearance is not a good idea. More importantly, communicate more.
Xiao Jia should consider whether Xiao Li has some ideas and misunderstandings, which leads to his poor attitude towards himself. He should communicate with Xiao Li actively and sincerely in time, for example, asking Xiao Li if he did something wrong and embarrassed him. Nobody likes to make enemies with others. Perhaps the misunderstanding and contradiction between them disappeared through timely communication at a relatively shallow time.
But as a result, when Xiao Jia couldn't stand it, he chose to complain. In fact, it can't be wrong to explain something to the supervisor. The key is how to deal with it. Xiao Jia, the head of the department and Xiao Li made the same mistake here, that is, they did not insist on "focusing on things, not people", and the director was too hasty and did not play its due supervisory role. His criticism aggravated the contradiction between them. The correct way is to solve the misunderstanding and contradiction between the two sides and strengthen the communication between employees to deal with this matter. I think the result will definitely be much better.
Each of us should learn to communicate actively, sincerely and strategically, so as to resolve many avoidable misunderstandings and contradictions in our work and life.
Case Analysis of Management Communication in Life 21990 65438+1At 7: 40 pm on October 25th, Avianca flight flew at an altitude of11277.7m over the southern coast of New Jersey. The fuel on the plane can last for nearly 2 hours. Under normal circumstances, it takes less than half an hour for the plane to land at JFK Airport in new york. There seems to be no problem with the plane landing normally. However, a series of delays have occurred. First of all, at 8 o'clock in the evening, the management of Kennedy Airport informed Flight 52 that they had to hover over the airport and wait because of serious traffic problems. At 8: 45 pm, the co-pilot of Flight 52 reported to Kennedy Airport that they were running out of fuel. The controller received this information, but did not approve the plane to land before 9: 24 pm. Unfortunately, Avianca's crew never sent any key information to Kennedy Airport, but the crew in the cockpit nervously informed each other that their fuel supply was in crisis.
At 9: 24 pm, Flight 52 failed in its first attempt to land. Because of the low altitude and poor visibility, it is impossible to ensure a safe landing. When Kennedy Airport instructed Flight 52 to make a second test landing, the crew once again mentioned that they would run out of fuel, but the pilot told the controller that the newly allocated runway was "feasible". At 9: 32 pm, two engines of the plane broke down. 1 min later, the other two engines stopped working. The plane that ran out of fuel crashed on Long Island at 9: 34 pm, killing all 73 people on board.
After the air crash, when the investigators checked the tapes in the cockpit of the plane and talked with the managers involved, they found that the main cause of the tragedy was communication problems. Due to lack of communication and clear expression, 73 people died in a huge tragedy. Why is a simple message neither clearly conveyed nor fully accepted? Please look at the analysis:
First, the information is inaccurate. Pilots always say "fuel shortage", and the administrator thinks: this is a sentence that pilots often use. Every plane will have fuel problems when it is delayed. However, if the pilot calls "fuel crisis", according to the regulations, the manager has the obligation to give priority to navigation and let him land as soon as possible. An administrator pointed out that if the pilot says "the situation is very critical", then all rules can be ignored and we will guide him to land as soon as possible. Unfortunately, the pilot of Flight 52 never said "the situation is urgent", so the administrator of Kennedy Airport never understood the real dilemma faced by the pilot.
Second, risk shaping is not enough. The tone of the pilot of Flight 52 did not convey the serious information of the fuel emergency to the controller. "It can last for up to two hours without telling the amount of fuel." The administrator has been specially trained to capture the subtle tone changes in the pilot's voice in this situation. Although the crew members of Flight 52 showed great concern for the fuel problem, unfortunately, their dangerous information was not received by the administrator.
Third, fear of taking responsibility. The pilot's cultural tradition and the authority of the airport also made the pilot of Flight 52 unwilling to declare an emergency and failed to estimate the seriousness of the problem. After officially reporting an emergency, the pilot needs to write a lot of written reports. In addition, if the pilot is found to have neglected to calculate how much fuel is needed during the flight, the Federal Flight Administration will revoke his driver's license. So the pilot is unwilling to send out an emergency call for help. So, for the sake of honor, for fear of revoking the license, the tragedy happened. This is a sad true story, because the communication in one sentence is not in place, because the communication theory is not mastered, and it is not confirmed whether the communication information is received by the other party and decoded correctly, thus causing irreparable losses. Although the management of airlines is more refined, there are still communication problems. So a terrible conclusion is that communication is not in place, which sounds the alarm of management.
Case analysis of management communication in life 3 i. Case review
This case is a typical case in which managers lack the concept of introducing new employees, which leads to the failure of communication between superiors and subordinates and ultimately discourages the enthusiasm of new employees. Zhang Tingting enthusiastically applied what he had learned to practice in order to gain a sense of accomplishment. However, his immediate supervisor did not realize Tingting's characteristics and needs, overemphasized Tingting's lack of practical experience, and gave negative feedback to Tingting's behavior, which led to Tingting's enthusiasm being dampened.
Second, the reasons for communication failure
The so-called constructive communication refers to accurate and frank communication without damaging or changing interpersonal relationships. It has three characteristics:
(1) to realize accurate information transmission;
(2) interpersonal relationships are at least not damaged;
(3) Not just for others to like, but to solve problems. A large number of theoretical and practical studies show that constructive communication can be obtained, but we must abide by some communication principles and master constructive communication skills, such as the principles of information organization, correct positioning, respect for others, listening skills, and transmitting correct nonverbal information. But the key point is whether the two sides of communication can put themselves in their shoes, that is, whether they can consider the problem from the perspective of others. Next, I will analyze the reasons of communication failure in this case from the perspectives of communication objectives, principles and strategies, and put forward some communication suggestions on this basis.
1, communication target
Any communication has a purpose, and both sides hope to meet their own needs through communication. If both sides can clearly understand each other's communication goals in communication, and provide what the other side expects from each other's perspective without harming their own interests, then communication will achieve a win-win situation. In this case, according to Tingting's personality and psychological characteristics, Tingting's possible goals in this communication are: (1) to put forward her own suggestions from the company's interests in the hope of solving the company's management problems;
(2) To meet the needs of a newly graduated college student's achievement motivation, he only proves that he is a capable person by expressing his views to his superiors, so he hopes to gain the affirmation and recognition from his superiors;
(3) Judging from Tingting's personality, she may just want to find someone to discuss and exchange her views, hoping that the other party can discuss and improve her views with herself. Manager Wang is the possible leader of the company in the future. He is more concerned about the profitability of the company and his position and influence in the company. Moreover, he is mainly responsible for research and development, and will pay more attention to experience and data in thinking logic and life methods, and pursue rationality and accuracy. Therefore, his goal in this communication may be:
(1) Take the opportunity to introduce the actual situation of the enterprise to the new employees, hoping that the new employees can get to know the organization faster, so as to integrate into the organization and enter the working state as soon as possible;
(2) I hope Tingting will come up with a solution to the management problems of the company without affecting her position and authority in the company;
(3) Send a message to Tingting: Our company is a family business, and there are many things that cannot be changed, especially in the distribution of power, so you should not try to change the power structure of the company and break the status quo of the company;
(4) I hope to win a supporter and assistant through communication and help me consolidate and enhance my rights and status in the company.
(5) I hope to communicate with the third party about all kinds of nepotism and power disputes that I have to face as a member of the family business, so as to gain the other party's understanding and right to speak.
In this communication, Tingting may be more inclined to meet her own achievements and self-realization needs through communication, so she hopes to get timely feedback from Manager Wang. Even if manager Wang doesn't agree with her, he should explain the reasons and affirm his own practice and spirit. Manager Wang may prefer Tingting to put forward concrete and feasible solutions to the management problems of the company without touching the interests of family members after understanding the actual situation of the company, and this solution will help consolidate and improve her position or at least not be damaged. It can be seen that one of the reasons for the failure of this communication is that the communication goal of the other party is unclear, thus sending inappropriate information to the other party. For example, Tingting's statement that "the management is very important to the development of the family business, and the responsibilities and authorities in the company are not clear" is inconsistent with Manager Wang's expectation, but Manager Wang ignores Tingting's need for timely feedback and recognition. Instead of evaluating Tingting's suggestion, she showed great dissatisfaction and forcibly interrupted the conversation quickly without giving any feedback in the future.
2. Communication principle
As mentioned above, to achieve constructive communication, we should follow some principles. Another reason for the failure of communication in this case is that both parties have not mastered and applied these principles well.
(1) Tingting ignores the principle of information organization. The so-called information organization principle means that both parties should grasp the relevant information as much as possible before communication, and be as concise, clear and specific as possible when transmitting this information to the other party. In this case, Tingting is only a new employee who has been in the company for less than a week and has no previous work experience, so it is easy to give colleagues or superiors a feeling of "whimsical, divorced from reality and youthful" when making suggestions. The best way to reduce or eliminate this feeling is to prepare as fully as possible and make your suggestion based on facts, so as to be convincing and executable. However, in this case, Tingting raised the question only by her own observation and subjective judgment, and did not design a solution to the problem.
(2) Tingting ignores the principle of correct positioning. Orientation in communication includes: problem orientation, responsibility orientation, fact orientation, etc. In this case, the lower level puts forward suggestions to the higher level, hoping that the higher level will give recognition and support. Therefore, the best way is to be fact-oriented, first describe the facts and problems existing in the company, let the superiors realize the existence of the problems and the necessity of solving them, and then put forward their own suggestions in time. However, Tingting in the case did not describe the facts in detail, but only gave her own subjective evaluation of the company's management, and made a promise instead of coming up with a preliminary feasible plan, which made Manager Wang feel unconvincing and thought Tingting's suggestion was just an impulse.
(3) The communication parties lack certain communication skills. Communication is an art, including the art of speaking and the art of listening. The speaker should arouse the interest of the other party, and the obedient person should give timely feedback to encourage the other party to disclose more information. Only by understanding each other's needs and intentions on the basis of information exchange can the two sides find the best balance point and realize effective communication. In this case, Tingting showed her point of view-listing the management problems of the company without any foreshadowing, which made Manager Wang feel that this was more like a complaint than a suggestion to some extent. Manager Wang just showed impatience after listening to a few words, and finally interrupted the conversation in the name of an important plan. In other words, Manager Wang didn't give Tingting a chance to express her views at all. From this perspective, Manager Wang is not a good listener.
3. Communication strategy
Communication pays attention to strategy. Appropriate communication strategies should be chosen according to the differences of communication objects, communication contents and communication situations. In this case, the conflict arises because of the different views of the two sides in communication, which is a simple conflict. In the face of conflict, both sides chose their own strategies. Manager Wang used his position and power to reject Tingting's suggestion, that is, he adopted the strategy of power support. Tingting, under the pressure of manager Wang's refusal and power position, took a temporary evasive attitude towards the conflict. In other words, both sides have not made efforts to continue communication when choosing communication strategies, and there is no room for agreement, so communication failure is inevitable.
Third, improve.
Communication is an interactive process, and achieving constructive communication requires the joint efforts of both parties. According to the above analysis, both parties can make improvements in the following aspects.
Tingting should make improvements:
(1) Prepare materials before communication, including: all kinds of nepotism in the company, and the interests of family members; Has anyone put forward any reform suggestions in the company before, and what was the result? Understand the personality and temperament of the immediate supervisor, as well as his position and influence in the company; Various facts existing in the company can explain the existence and seriousness of the problem;
(2) Put forward a draft to solve the problem in advance. Instead of listening to subordinates' nitpicking, superiors want subordinates to come up with specific solutions to problems instead of just pointing out problems;
(3) Consult before making suggestions. As a newly graduated college student, and less than a week after arriving at the company, my understanding of many things is only superficial, and sometimes even too idealistic. So, don't treat yourself as an expert, and be modest in everything. Therefore, in the process of communicating with Manager Wang, Tingting can consult first and then make suggestions. That is to say, ask Manager Wang about management problems first, so that on the one hand, the manager can avoid taking this conversation as a complaint, and on the other hand, he can understand Manager Wang's views and attitudes towards company management. With this bedding, Tingting will decide whether to make suggestions now, how to make suggestions and which suggestions are appropriate according to Manager Wang's attitude.
Improvements that Wang Jing should make:
(1) realized Tingting's strong achievement motivation as a newly graduated college student, and affirmed and praised her spirit of daring to think and speak. On the one hand, it satisfies Tingting's psychological needs for identity, on the other hand, it lays a good foundation for cultivating Tingting's innovative spirit and work enthusiasm in the future;
(2) Give positive feedback to Tingting's speech and encourage Tingting to express her views clearly;
(3) On the premise of affirming Tingting's behavior, remind Tingting to pay more attention to the reality of the company and not be too idealistic by enumerating the facts in the company;
(4) Provide Tingting with some work instructions, so that he can understand what problems should be paid attention to in his future work.