HBR Case Study - Application of Communication Theory

1. THOMAS GREEN: A CAREER IN CRISIS
HARVARD BUSINESS REVIEW CASE STUDY
(COMMUNICATION THEORY SECTION)
BUS 567- Behavioral Science
Presented by: Alin Sturek
October 15, 2014

2. Communication Theory
• Greeks believed god Mercury, considered messenger of the gods,
took ideas from the speaker, placed them on spears, and plunged
them into the listener’s brain (linear communication)
• Today communication is viewed much more as a transactional process
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3. Transactional Model of Communication
• Involves two communicators who participate equally from their own
context or field or experience
• Shared field of experience needed for effective communication
• Also includes noise, anything that interferes with intended
communication
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4. Arc of Distortion
• Difference between what is
intended and what is actually
understood
• Numerous causes of
distortion = barriers to
mutual understanding
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5. Barriers to Communication
• Poor relationships
• Complicated situation as Green not selected by Davis
• Challenged his manager during budget meeting
• First evaluation could have been more positive, but for prior interactions
• Defensiveness
• Green was unwilling to heed and act on his manager’s advice
• Constantly tried to justify his work style and processes
• Perception
• Was promoted by VP of division
• Disregarded the need to build strong relationship with his manager due to
support from VP
• Green believed that Davis was criticizing his performance as retribution for
speaking out at budget meeting
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6. Emotional Noise and Active Listening
• Anxiety and worry, categorized as emotional noise, stemmed
from the first evaluation and led to further deterioration in
communication
• Green was avoiding personal interactions with his manager
• His mood was negatively affected
• Work became less exciting
• Active listening is a set of learned skills that would enable Green
to deal with distortions
• Being non-evaluative = easier acceptance of Davis and advice
• Paraphrasing the context = shows communication from his manager has
been understood
• Reflecting the implications = communicates understanding of the thinking
behind his manager’s communication
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