Organizational Behavior

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The Ranch Golf Club Case
1. How do the interpersonal communications skills of Peter Clark affect behavior, human relations, and performance at the Ranch? A: “Peter Clark has to continually communicate with his partners and managers, and nothing takes the place of sitting down face-to-face during regular weekly meetings and listening to each other to continually improve operations.” (Page 174) “Interpersonal skill is the ability to work well with a diversity of people. Interpersonal skills have also been called relationship management.” (Page 21) Peter certainly works well with others; he has a strong way of building relationships and gaining the trust of those who work for him and those who come to the club. He is involved with his staff and his business because he wants to ensure the success of his company and that he gets the feedback from everyone to be doing everything possible to make a pleasant experience for members at the club. Peter cares for his club and everyone there at a personal level, he gets is there, he listens he wants to be a part of the process unlike some other owners of businesses. He enjoys taking part of the club atmosphere and interacts with the players. This would make the players feel valuable that what they share with Peter and his management staff is taken into consideration and changes are made from their feedback. This all results in positive performance from Peter, his partners, and the staff at the Ranch, everyone is striving to be better at their job and exceeding expectations and being one of the best golf courses in New England so they are not to tarnish their reputation. 2. Do you think Peter Clark spends more time sending or receiving messages, or an equal amount of time doing both? A: I believe that Peter Clark spends an equal amount of time sending and receiving messages. He is interested in what people have to say. “Peter Clark increased his management role to become the managing partner, overseeing day-to-day operations. Korby works full time too. The key to success at the Ranch is clear, open communication.” (Page 174) The Ranch’s foundation of success is communication; everyone works very hard to make this work. “Peter and Korby Clark spend much of their time at the Ranch talking to the players about their experiences, with the focus on listening for ways to make improvement.”(Page 174) So Peter and Korby are receiving the messages of the players needs and then they go to their partners and employees to send the message from the feedback and makes changes that would continue the success of the club. Peter Clark seems to have made an equal balance of the two. 3. Which level of listening does Peter Clark appear to be on? A: Peter Clark is a “projective listener – the receiver listens without evaluation to the full message attempting to understand the sender’s view point.” (Page 162) Peter takes the time to speak with the players at the club and fully listens to what they have to say, and both the player and Peter are left feeling that they are both understood at the end of the conversation. No one dominates the conversation; each participant feels they are being listened to.

4. Which of 13 active projective listening tips do you think are most relevant for Peter Clark? A: Peter uses all of the 13 active projective listening tips. I think out of the 13 tips, he more specifically uses number 1, 3, 6,9,10. Active projective listening tip number one is “Pay Attention. When people interrupt you to talk, stop what you are doing and give them your attention. Quickly relax and clear your mind so that you are receptive to the speaker. This will get you started correctly, if you miss the first few words, you may miss the message, Commit to listening.” (Page 162) Peter is an active listener; he listens to his players, partners and employees fully in hopes to find ways for improvements. “Active projective listening tip number 3 Stay Tuned In. While the other person is talking or...
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