Rohit is a 35 years old Manager in a Chemical distributing firm. He is responsible for supervising and managing all the employees in the office. Employees working in the office are between the age of 18 years old to 55 years old. In addition, the employees come from diverse cultural and ethnic backgrounds. For some of the employees, English is not their primary language.
Rohit always works hard and tries to keep up with the safety issues in the office while dealing with the packaging or delivering chemicals in the office. He keeps the safety of the employees as his priority but he admits it’s not easy while dealing with chemicals. Employees receive the training sessions about chemical safety basics as how to keep different chemicals in different temperature zones, and hygiene, cleanliness and sanitization. The employees respect and appreciate his support and efforts towards his employees. The owner of the firm is also very supportive of Rohit in his efforts towards safety because he knows any kind of chemical leakage or outpouring from the packaging can cause a huge trouble in the office. Still, the owner knows that there are additional costs for training and making sure all the stuff is handled safely.
One day Rohit comes to work and is rather upset even before he steps into the office. He seemed to have a really bad time at his home as he kept murmuring about some problems with his family. When he went into the store room of the office, he notices that there are a few bottles of a particular diluted acid dripping on the floor due to reckless handling of the packages on the same shelf. And, he also notices that some of the packets which need to be kept at a lower temperature in the fridge are still lying on the storeroom cupboards. He feels extremely frustrated and doesn’t know what to do. He feels like casting pearls before a pig when it comes to getting employees to practice these safety measures while dealing with chemicals.
Rohit has taken many steps to get employees to be safe in how they handle chemicals especially the concentrated ones. He has huge signs and posters posted all over the office and storeroom with different words like: CHECK CHEMICAL TEMPERATURE, KEEP ACID BOTTLES SEPARATELY, DO NOT MIX ACID BOTTLES, WEAR GLOVES ALWAYS, WASH YOUR HANDS AND SANITIZE, ETC. All employees are provided with body-suits and gloves so that when they start their work they do not harm themselves by spilling liquid acids on themselves. Hand sinks, soap, and paper towels are available for employees so that they are encouraged to wash their hands frequently.
QUESTIONS:
1. Mention the apparent gaps in communication which you find prevalent in the above case study.
2. What are some ways that Rohit might use effective communication as a motivator for employees to follow safe chemical handling practices?
Answers
Answer:
No one knows exactly how much poor communication costs business, industry and government each year, but estimates suggest billions. In fact, a recent estimate claims that the cost in the U.S. alone are close to $4 billion annually![1] Poorly-worded or inefficient emails, careless reading or listening to instructions, documents that go unread due to poor design, hastily presenting inaccurate information, sloppy proofreading all of these examples result in inevitable costs. The problem is that these costs aren't usually included on the corporate balance sheet at the end of each year, so often the problem remains unsolved.
You may have seen the Project Management Tree Cartoon before (Figure 1.4.1); it has been used and adapted widely to illustrate the perils of poor communication during a project.
OBJFigure 1.4.1 Project Management Tree Swing Cartoon. [2]
The waste caused by imprecisely worded regulations or instructions, confusing emails, long-winded memos, ambiguously written contracts, and other examples of poor communication is not as easily identified as the losses caused by a bridge collapse or a flood. But the losses are just as real-in reduced productivity, inefficiency, and lost business. In more personal terms, the losses are measured in wasted time, work, money, and ultimately, professional recognition. In extreme cases. losses can be measured inproperty damage, injuries, and even deaths.
The following "case studies" show how poor communications can have real world costs and consequences. For example, consider the "Comma Quirk" in the Rogers Contract that cost $2 million. [3] A small error in spelling a company name cost £8.8 million. [4] Examine Edward Tufte's discussion of of the failed PowerPoint presentation that attempted to prevent the Columbia Space Shuttle disaster. [5] The failure of project managers and engineers to communicate effectively resulted in the deadly Hyatt Regency walkway collapse.[6] The case studies below offer a few more examples that might be less extreme, but much more common.
In small groups, examine each "case" and determine the following:
Define the rhetorical situation: Who is communicating to whom about what, how, and why? What was the goal of the communication in each case?
Identify the communication error (poor task or audience analysis? Use of inappropriate language or style? Poor organization or formatting of information? Other?)
Explain what costs/losses were incurred by this problem.
Identify possible solutions or strategies that would have prevented the problem, and what benefits would be derived from implementing solutions or preventing the problem.
Present your findings in a brief, informal presentation to the class.
Exercises adapted from T.M
Georges' Analytical Writing for Science and Technology.[7
Explanation:
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