Computer Solutions Case



Computer Solutions Case

Introduction

When Marissa and Tran began Computer Solutions, it was an instant success. Although, Tran was the technical expert and Marissa was successful with finding and maintaining customers, they both agreed to split responsibilities 50-50. Computer Solutions enjoyed double-digit growth each year, therefore they hired 16 additional employees to assist provide services and product to their existing and growing customer base. Over the last few years, both Tran and Marissa have begun to disagree about the partnership and not effectively communicate with each other or their employees. Therefore, conflicts were not resolved causing additional tension and strain on their relationship and the business (Adler and Elmhorst, 2010).

Due to Computer Solutions rapid growth and backlog of business Marissa and Tran experienced multiple breakdowns in communication. Many different barriers caused ineffective listening such as: Tran's preoccupation on the backlog of business, Marissa's egocentrism in thinking that she brings in all of the customers, gender differences as Tran does not notice the potential harassment by Carlo, and problems in the communication channel as Tran and Marissa have limited face to face contact, since Marissa spends a majority of her time out of the office working with existing customers and securing new clients.

Case Analysis

To effectively express their concerns to each other, Tran and Marissa should strive to send clear messages and ensure that the person receiving the message understands the message and that it is being interpreted correctly. Ineffective communication is at highest when messages are not interpreted correctly; an example of this occurred when Tran and Marissa started Computer Solutions, they decided to split the responsibilities 50-50. This is a highly ambiguous message that they both interpreted differently as it was never defined. Instead, they should have created a plan that detailed their roles and duties within the company. An additional highly ambiguous message that Marissa has stated, “All the business meals, travel, and trade shows aren't fun. I'd much rather stay near home and live a normal life” (Adler and Elmhorst, 2010, p.66). To Tran this is an ambiguous statement, as he sits in an office all day working twelve-hour days with minimal social interaction. He sees this statement as unclear, as Marissa has glamorized working with customers. Tran would welcome or enjoy the opportunity to travel, discuss their products and services over dinner with potential customers. Instead Marissa, could have used discussed how she has to overcome objections, ensure her potential customers that their account will be a top priority to Computer Solutions, all while staying calm through long events and dinners.

Aside from verbal communication problems, Computer Solutions also has nonverbal communication issues. “Nonverbal communication involves messages expressed by other than linguistic means“ (Adler and Elmhorst, 2010, p.103). Nonverbal messages can be sent to others through ones appearance, facial expressions, and gestures. Carlo, a chief engineer, uses harassing verbal and nonverbal communication with his subordinates. This communication has allowed for a hostile work environment for female employees as he shares explicit jokes and gives female ...