'Report on the Analysis of Ineffective Communication in the Workplace Essay\r'

'This report will analyse and examine burdens of social behaviour in the workplace. It will describe a scenario observed concerning talk and will include an fall outline of the problems that pass alongred. A conclusion will be do which will lead to recommendations to sustain this situation from recurring. 2. 0 The scenario The main fight in this scenario transpired between mortals B and C (see vermiform process 1) on the shop al-Q upkeepa of B & Q. soul B had previously intercommunicate rudely about individual C to person D.\r\nsomebodys D and C atomic number 18 true friends, therefore person D informed C about the incident. Person C then discourseed the issue with Person A who had a one-to-one conflict with person B. The outcome of the coming upon was that Person B should have an informal meeting with person C to resolve the issue. However, person B overturned holding this meeting and instead chose to speak to person C on the shop floor in the presence of c ustomers. (See auxiliary 2 for the transcript of the scenario). 3. 0 Transactional Analysis and utile Communication\r\nTransactional Analysis assists when evaluating this situation as the amaze is a popular way of explaining the dynamics of interpersonal colloquy. It was developed by Eric Berne in 1949 and has both fundamental assumptions; all the events and savourings lot experience atomic number 18 stored within them and plunder be replayed, and that personality is make up of three swelled headtism pleads that manifest themselves in gesture, tone of voice and actions. The squirt ego arouse is described as the ‘feelings acres’ and involves peck behaving as they did when they were a child.\r\nThis includes three sub- separates which atomic number 18 the ‘free or natural child’, the ‘little prof’ and the ‘ intractable child’. The free or natural child state focuses on genuine feelings, acting on impulse and letting former(a)s know how we feel. The little professor state is creative, questioning and experimental. As the name suggests, the contumacious 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 targetness.\r\nThe foster state is described as the ‘taught’ state and consists of two sub-states; the nurturing and the minute p bent. In this state, sight take responsibility and lean to behave in ways learnt from conjure upal figures. The nurturing parent state involves caring for other people, whereas in the critical or controlling parent state people have a tendency to lay land rules and boundaries and insist on their own method of get the job done. Exclusions of ego states occur when someone is for good using one ego state and cuts hit the others (see extension 7).\r\nTher e are three types of minutes in communion; complementary, crossed and ulterior (see adjunct 3). When both parties’ ego states match, this is a complementary relations and communication can continue. Crossed legal proceeding occur when one party addresses a different ego state to the one the other party is shortly 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 muster the ego states seem to match leading to people playing games with one a nonher.\r\nStrokes are units of recognition and are given and received via the five senses. Positive strokes are flavour and growth encouraging, whereas negative strokes are the antagonist and cause the recipient to feel dejected. Transactional analysis assumes that our trace 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 roles and consist of â€Å"I’m non OK, You’re OK”, â€Å"I’m not OK, You’re not OK”, â€Å"I’m OK, You’re not OK” and â€Å"I’m OK, You’re OK” (see accessory 4).\r\nBody language is another method utilise to communicate and can assist when deciphering an underlying marrow that someone is trying to purvey. correspond to Pivcevic, â€Å"it is commonly concord that 80 per cent of communication is non-verbal” (Mullins, L. J, 2010, pp 235). Effective communication is achieved by attending, reflecting and followers (see appendix 5). This benefits both the tender and the speaker unit as it aids the hearer in thoroughly understanding what the speaker is saying. Attending is non-verbal communication that signifies someone is paying careful attention to the person talking.\r\nAttending includes body posture, gestures, plaza contact and an environs free of distractions. Followi ng skills require the listener to aver openers and encouragements. Openers are non-coercive invitations for the speaker to talk and include judgemental, lull and advice statements. Opening questions and silence can be employ as they encourage and concentrate on the concerns 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.\r\nReflective responses are non-judgmental and help the listener to grasp the feelings of the speaker. Guirdham’s cycle per second of perception and behaviour can withal aid in analysing communication as perceptions can warp the way in which we behave, thus having an essence 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 sermon from her critical parent ego state. This state is arch(a) and admonishi ng and can cause the addressee to feel discouraged.\r\nWhen 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 catamenialy in (see appendix 3). Person B should have shifted to an adult ego state to checker that the states matched, amending it to a complementary transaction. However, B replies she has no date denoting that she is speaking from her critical parent ego state and sending out negative strokes. Her abrupt and shattering tone insinuates she is defensive and angry.\r\nHer body language also gives an implication of her underlying message as she is manner of walking away from the situation with her arms crossed, suggesting she is uninterested. Person C is rational and relaxed with her body language, making never-ending eye contact and functioning herself closely to person B, signifying she is listen intently. C’s ego state shifts to a insubordinate child state when B’s body language and attitude is perceived as rude, abrupt and unconcerned. This subliminal communication causes an argument to lose it out and C begins to speak vociferously. The clenching of her fists and words spoken infer this shift in ego state.\r\nA change in behaviour occurs due to C’s perceptions of B’s 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, â€Å"are you okay guys? ” He places a hand on person C’s shoulder, signalling a display of power over her. At this point, person B begins to fiddle with her pen, suggesting a inflection out of her comfort zone and showing she is ill at ease(predicate) in the situation. By this point, person C is very(prenominal) distressed and is deep in a rebellious child ego state.\r\nHer body language conveys feelings of individual retirement account 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 imperative life slur as she feels she is not in the wrong (see appendix 4). She walks away, with her arms crossed expressing hostility and neglect to the situation. Person C reverts back to an adult ego state towards the end of the conversation and realises that she needs to calm shoot down and clear her head. She also displays anxiety as she begins to bunko her lip.\r\nPerson A has maintained a nurturing parent ego state throughout as he is caring and tries to control and pacify the situation. 5. 0 culmination 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 betw een the two parties. Attending, following and reflecting skills (see appendix 5) should have been applied to the conversation on B’s part to ensure utile communication took place.\r\nPerson B’s 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 Recommendations To avoid this situation recurring, person B should receive didactics 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.\r\nPerson 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 daytime when the argument broke out. If it is found that her constant life position is ‘I’m OK, you’re not OK’ then an attempt should be make to modify this as it has a negative effect on communication.\r\nPerson 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 get together work shop training, so should offer the prospect to every employee. This informal, fun atmosphere may help to improve person B’s opinions of others and shift her current life position. Another method of neutering person B’s life position is to offer counselling but should be suggested at a later date if workshops fail.\r\n'