Effective Communication In Banks Case Summary

The case is about communication problems between Sam Case, a lead supervisor of Section A, and Paul Banks, a new supervisor in the same Section at Ozark Corporation. In a week, the production line, which is under management of Paul Banks, has a trouble for the second time. Case cannot stand to see the trouble keeps happening since the company is in the busiest month, March. Banks is called to discuss about the trouble and find out what’s casing to get rid of it as soon as possible. Instead of stating clearly that Case need Banks get rid the trouble but also keep works are done on time, Sam Case forget to emphasize his issue to Paul Banks. Thus, follow the request of Sam Case; Paul Banks decides to stop the production line in four hours to replace the automatic control, which cause the trouble for production line. However, Sam Case doesn’t feel happy with Paul’s decision. They start arguing and realize they do not understand each other from the beginning of the conversation.

Responding to the case

1. Analyze the communication between the lead supervisor, Sam Case, and the new supervisor in Section A, Paul …show more content…
In this situation, the lack of communication between Sam and Paul might be a result from lack of feedback, perception, and poor choice of information. Paul did repeat what Sam told him to do word by words to make sure he got the right things to do, it means Sam understand Paul’s language. However, his perception is different from Paul, which made him decided to take hours off to replace the new automatic control unit. His point of view was taking order from Sam and fixed the trouble without deep thinking which one is right or wrong. Also, in the meanwhile, Paul was in charge another project, which might get Paul out focus on what Sam was