The Family Store is a chain of 10 regional convenience stores owned and managed by three brothers, Garrett, George, and Gavin VanDoer. They have been in business for over 25 years together. The entire senior executive, management team, and even store managers are all family members. The senior executive includes Garrett, the president and major shareholder, Garrett’s daughter Marielle is senior vice president of finance and Gavin’s son Frankie is senior vice president of marketing and retail sales (Sniderman, Bulmash, Nelson, & Quick, 2006, p.192). This paper will discuss the present barriers to effective communication, non-defensive feedback from employee and customer surveys to senior executives, examples of supportive communication, and a communication strategy for communicating survey results to the remainder of the company.
1. What barriers to effective communication are evident in this case?
The barriers to effective communication evident in this case study include that of perceptual screens, status differences, filtering, gender differences, and defensive communication climate. The first barrier of effective communication, which is perceptual screens, is evident when George insinuates that Marielle is imagining problems with the business, he states, “My kids love this company and everything we stand for. They wouldn’t do anything to jeopardize business success” (Sniderman et al., 2006, p.193), However, in the past George has had behaviour problems with his children; he is putting up a screen to protect them. Also Gavin puts up the perceptual screen when he states that he does not care about the business or change; he would rather be golfing, even though his brother states that when it comes to the crunch he will be there for them. Frankie’s perceptual screen is shown through his disinterest in the business and “flippant” (Sniderman et al., p.193) attitude when he actually is very involved in the running of the business.... [continues]
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