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    Business Communication-2

    Case Report

    Topic-Miscommunication within Newly Formed

    Groups

    Authors:

    Harshit Arora (201527!

    Armaan Anand (2015270!

    Aliston Fernandes (2015277!

    "hrumil #hala$at (2015275!

    %a& 'umar (201527!

    B.C-2/Group 1 Page 1

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    Abstract

    This paper is an attempt to bring forth, analyse and compare different aspects interms of Miscommunication within Newly Formed Groups in workplaces. This

    case study focuses on Communication & the Communication lapses which is a

    significant factor is leading to internal or eternal progress of any working

    group. !e ha"e selected a Case #lay from real life scenario, during which we

    can see what actually happens when new groups are formed with possibilities of

    miss$communication factors between them, we also depicted this play in final

    #resentation for better communication to our audience. %t also a study on the

    literature, and%eal time wor)in* *roups(+ommittees , Forums! in an M-#-Acolle*e , which are working on refining communication within their group

    members & .hat pro/lems they are aced with when they need to wor) in

    such )ind o *roups%ncludes 'ideo %nter"iews(. )uring making these 'ideo

    graphic %nter"iews, we epect to know the details about what factors actually

    are sole responsible for miscommunication between these groups and stops the

    fre*uent working of these groups. Then, in the end, it proposes the trate*ies

    and olutions to be followed in order to control and affect the eisted

    Miscommunication Network.

    Purpose of this Case

    %mportance of Communication between newly formed groups

    +nderstanding Miscommunication factors which arise during real time

    scenarios

    Transparency within group members during discussions

    Trust within group members

    Group Task success factors in any new group.

    Case (Play) Overview

    This is a Communication between 4 members in newly forme committee of an

    !.B." College. These four guys after being selecte in the most prestigious

    communication committee in #lamingo $nstituteof !anagement %cience&

    assigne with a tas' to complete a corporate stuy on companies that comes or

    B.C-2/Group 1 Page 2

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    intereste in coming to their college for lectures on !.B." topics& for better

    unerstaning of the stuents managers of tomorrow.

    )hrumil halawat, -arshit rora, liston Fernandes, /a0 1umar will be

    playing a role student managers, who are C.C.C members of Flamingo %nstitute

    of Management 2cience, assigned with the task from seniors and the

    management. 2ince it3s there first task as C.C.C core members, they need to

    accomplish it alone as a team players, without which this acti"ity will be

    considered incomplete.

    "hrumil #hala$at initiated a meetin* post lunch ne3t day ater lectures and

    made whats4app *roup or the /etter communication /etween the mem/ers o

    the *roup- $ery mem/er welcomed the decision made /y "hrumil and

    a*reed to meet tomorrow- Ne3t day Aliston %a& 'umar and "hrumil cameon time or the meetin* e3cept Armaan the team mem/ers tried to contact

    Armaan /ut he was completely una$aila/le threw any means necessary- 6he

    team a*reed to start with the discussion e$en without Armaan and decided to

    /rie him on the plans they had a/out the *uest lecture to /e conducted /y the

    committee-

    "urin* the meetin* Aliston8 *a$e most o the su**estions on how they should

    conduct the meetin*9-ome o the con$ersations /etween them are9--

    Aliston Fernandes44-ey, % got this terrific idea to crack this task, % think we

    should ask my uncle who is a C.F.5 in a 6.7.8 marketing firm9, 4he will

    definitely agree on gi"ing a guest lecture on Marketing.9, 4%3ll call him

    2#..::9

    "hrumil #hala$at445k, but don3t you think we should ask a senior, that what

    are they epecting out of our first group acti"ity, before gi"ing commitment to

    someone and in"iting him from college, what if they don3t agree on it;9 presumed u won8t mind, %>ll make sure it

    won3t happen from net time...:9

    )hrumil hala"at$ !ell we ha"e reached on consensus on how we are

    going to do this task,>t8s all /een ta)en care o Aliston will /rie ?---=@

    rmaan$;isten *uys > u reach any ormal decision /y today &ust te3t

    me %3ll come back: ut right now % ha"e microeconomics pro0ect

    meeting, 2o % need to lea"e right now &ust /rie me aterward

    whate$er8s the plan--=ye..:

    )hrumil hala"at$ > thin) > as)ed %a& 'umar to /rie u a/out it

    ha$en8t iB@

    rmaan $ 4.ell *uys > thou*htthat mails wont3s be able to pull crowd

    as compared to !hats$app messages on college group.

    )hrumil hala"at$ 4> > can remem/er, it was your department to admin

    on all the acti"ities gi"en to other department; %t3s your fault too:9

    A $roup ember Responsibility an* Ability

    ssigning group members roles can help alle"iate uncertainty about

    epected responsibilities and help keep the group on task such as leader,

    scribe, de"ils ad"ocate, and tracking lessons learned.

    Group member responsibilities include holding themsel"es accountable,

    participating in group acti"ities to achie"e the o"erall goal, and respecting

    all members of the group.

    Each group member has something uni*uely "aluable to bring to the

    table.

    llowing group members to use their strengths and bring their indi"idual

    knowledge and backgrounds to the pro0ect will allow the group to

    function to its full potential.

    B.C-2/Group 1 Page ,

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    .ntro*uction to Case Theory

    .hat is MiscommunicationB

    Miscommunication refers failure to communicate ade*uately in the group i.e. itcan be either newly formed groups or the old groups. Miscommunication can

    happen at any le"el of the 5rganiAation whether it is newly recruited member or

    the old members of the group. Not only 5rganiAation but it can also happen in

    College !ork teams where in newly members are appointed there will always

    be conflict and some sort of miscommunication among groups.

    s, a case study analysis, we as a group ha"e taken eamples of

    Miscommunication among newly formed groups. There is always

    miscommunication which further create problems among group members. Thus

    it is always better to communicate properly which further doesn3t lead to

    conflicts.

    "einin* +ommunication

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    ources o Group Miscommunication

    There are varies sources of group Miscommunication which are mentioned

    below:

    isun*erstan*in$

    lack of communication can lead to misunderstanding, which in turn can lead

    to mistakes, missed deadlines and altered pro0ect directions. %f a staff member

    feels her work or time has been wasted or blames a colleague for not con"eying

    the proper information in a timely manner, frustration can result.

    Misunderstanding often arises when instructions are not clearly communicated,

    updates and status reports are not shared right away or there is no lead person

    responsible for a pro0ect or task.

    ,onresponsiveness

    nother source of conflict is No responsi"eness from colleagues or managers to

    a re*uest for information, clarification or opinion. The employee awaiting a

    response may feel the other party is being intentionally non$communicati"e and

    interfering with her ability to perform her own 0ob. This can create a toic, non$collaborati"e en"ironment, e"en if the Non$responsi"eness is due to an

    o"ersight or other benign cause.

    /ifferent Communication tyles

    #eople communicate differently, and when no defined communication strategies

    are in place, those different styles can clash and create conflict. For eample,

    one office worker may prefer face$to$face con"ersations, while another prefers

    to communicate "ia electronic means, like email. Each party can come to feel

    the other is being difficult, and this can cause a communication breakdown.

    Technolo$y 0litches

    !hile email, tet messaging and other forms of electronic communication ha"e

    made communicating faster and more effecti"e on many le"els, they ha"elimits. Emails can be lost or routed to spam, and tets dont always reach their

    B.C-2/Group 1 Page 1

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    destination. )irect follow$ups by phone or personal con"ersation can o"ercome

    technology glitches.

    Bac&$roun* information necessary to ma&e the report

    self-containe*1etho*olo$y

    I A

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    gel around+& ,ne particular situation happens with me was that one

    member of our group wanted to be in a group with his friends& but

    ultimately was forced to work with us& so naturally he didn+t gave his

    best till the end- There were moments when there was no proper

    participation from his side& which ultimately lowered the group

    performance-.

    2) %This happened during my /-(-0& being person fluent only in nglish

    and indi3 ( was assigned a project in rural area of Telangana- 4ow

    Talangana has a dominant Telugu speaking population& so ( wasn+t

    able to understand majorly what they used to talk about sales

    marketing- /o after few days of performance my manager wasn+t

    happy with my performance& so ( need to make him understand about

    my situation-.#) %5s far as whole miscommunication usually happens in newly formed

    groups& ( think there are three principles that one needs to follow6

    First4There should be a clarity of goals and responsibility within a

    group before conducting any task-

    econd47onstant appreciation of group members& to boost the morale

    and confidence level of the fellow member-

    6hird4 (t+s the job of the leader to make sure that work+s just not

    distributed& but a constant update report on tasks also needs to bemaintained by him"her-.

    Eayanth

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    unnecessarily- inally& roles and responsibility should be clearly

    stated before starting and group activity-.

    .ssues 'ace* /urin$ Case tu*y

    %nter"iewing the group members was the most trickiest part in our case

    study, where we need to ask them *uestion in such a way that that they

    could gi"e a general o"er"iew of the real situations they faced in their

    respecti"e groups, without re"ealing the people names, certain group

    details, and internal information.

    !e had little problems regarding selecting members whom we needed to

    inter"iewB e"ery member had different ideas, which needed to be

    considered before reaching a group consensus.

    2electing roles in the group play was also one of the challenging

    decisions to take within our group, different people asked for same role,

    which made it difficult to come to any conclusion.

    #ro0ect writing part was di"ided e*ually among e"ery member of the

    group, with only little difficulty.

    0roup #earnin$4s

    This knowledge cannot be effecti"ely transmitted if group members are unable

    to understand each other.>t is important that what one hear is what other are

    in act really tryin* to con$ey. This is not always true. 5ne member, unaware

    that they are communicating poorly, often become frustrated when heshe fail to

    follow directions or complete assigned tasks. Cten these situations occur

    /ecause o communication misunderstandin*s or /rea)downs.

    %n order to get to the root of this communication problem some "ery basic

    *uestion must be asked and answered. First o all do *roup mem/ers hear and

    really understand what others are sayin*Becondly *roup mem/ers in act

    say one thin* and other hear anotherBfter spending many hours in group

    meetings obser"ing, speaking, and listening to each other, the answers to these

    *uestions pro"ed *uite re"ealing. There currently eists in most situations today

    a subtle form of double$speak.Mem/ers constantly utilie phrases with dou/le

    meanin*s-lthough they know eactly what they wish their fellow members to

    B.C-2/Group 1 Page 1(

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    do, their ina/ility to articulate these wishes is a primary source o on4*oin*

    rustration any of these *ouble-spea& phrases are easy to i*entify5 an*

    carry with them built in opportunities for misun*erstan*in$"

    .n*ivi*ual #earnin$4s

    arshit Arora (267289) : fter a rigorous case research which % conducted

    with my group, % came to a conclusion that no group can sur"i"e without

    constant communication sessions, which helps in better understandings between

    the members of the group, and finally builds trust between them , which helps in

    proper and efficient working between the members of the group.

    Most of the time >,ewly 'orme* 0roups3 stuck between the >e$o fi$ht3

    between the two or more members of the group trying to *ominate the $roup

    for the fulfilment of their own desires. %f we consider Group as a #ody, then

    this dominatin* personality /eha$iour wor)s li)e a poisonin the body, which

    has se"ere effects on the health of the group.

    There are times that groups are dominated with members of free riders nature,

    they simply lack the interest to do any task assigned to them in the group

    acti"ity by the other group member. Most of the time they are absent from the

    group meetings, or in some cases >ne$er shows up8, which happens *uite often

    & leads to the degradation of group performance.

    %t isn3t necessary that if a member is absent due to some genuine reasons, heshe

    can3t contribute to a group acti"ity. To support this statement % would like to

    gi"e a real eample from my own C$@ group eperience=. 4% had to go for an

    2.%.# process for few days, and unfortunately our usiness Communication

    Case /eport 2ubmission and Group #resentation happens to be in between thesedays. !e our group( came to a common consensus that % can work from other

    city with my fellow group mates and help in completion of group /eport on

    Case 2tudy. !e also thought to "ideo graph my part of the presentation. The

    result was---we completed the report on time, without any friction or

    miscommunication between our members because, work was e*ually

    distributed between e"ery member with time$frame. s far as the group

    presentation is concerned it still in process=9

    B.C-2/Group 1 Page 14

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    %n the end, % would like to say that this case study helps us understand the

    working of groups in a deeper way, and if we counter any problems in future,

    we are e*uipped with few tools to counter the situation.

    Armaan Anan*(267) : %t3s "ery important not 0ust to communicate, but to

    communicate well with each other. !hen we were doing this pro0ect we

    eperienced lots of miscommunication at first, especially during assigning the

    parts, or e"en selecting indi"idual roles. !e didn3t had many meetings, but few

    and effecti"e one3s to o"ercome this communication shortcomings. 5ne of the

    first things you might want to do is create a document, sometimes called a

    group charter, which clarifies what the group is about, what the group epects

    from its members, and other, related guidelines. Group charters make sure

    e"eryone3s on the same page, and pre"ent any disagreements or

    miscommunications. Make sure e"eryone has access to this documentH this can

    be a great way to kick$start a discussion about how files will be shared.

    !e maintained the group working through "arious pre$set$rules which were

    interesting to eperiment first time=which are,

    ?aying out the ground rules

    2etting up the meeting from what3s +p group

    )efining the respected /oles and %ndi"idual tasks

    ?isting the supporting tools to complete the task%nter"iew details(

    %t helps us in understanding how to o"ercome the miscommunication, which

    does not ha"e any pre$set rules, 0ust the proper functioning at right time.

    /hrumil Bhalavat (267287)D usiness Communication #ro0ect gi"es adifferent edge o"er other #ro0ects. The topic which we did in group was

    basically about Miscommunication in newly formed groups, which most of the

    time happens when 0oining as new member either as KCC or in any organiAation.

    Miscommunication basically talks about failure in communicating to the

    members in the group.

    B.C-2/Group 1 Page 1)

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    5ur research or case analysis was basically inter"iewing seniors and 0uniors

    who are part of the Core Committees. !hile inter"iewing them what % got to

    know that there ha"e been issues which they faced initially and e"en know

    regarding ego clashes and one of the member dominating the whole group

    which lead to conflict among the group. %f a person who dominates the whole

    group it creates chaos among the whole group and finally it creates clashes

    among all the members.

    5ther than dominating nature, there ha"e been times when few member act as

    free riders and they don3t show up, simply like they show lack of interest to do

    any task assigned to them in the group acti"ity by other group members.

    %t3s been months in this college and ha"e been part of many group acti"ities,

    what % ha"e seen is that there ha"e been issues regarding common consensus

    which led to further chaos. %n the end i would like to say that this case study

    helps us to understand the working groups in a deeper way, and % ha"e also gone

    through "arious solutions which can help to sol"e Miscommunications.

    Ra+;umar(26728

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    Eample a simple greeting and a smile, helps in building the bond. 4Trust9

    plays an important role in Group.

    lthough, e"ery group face this problem, it depends on how the group is able to

    handle and deal with it, rather than ignoring. s the saying goes, $ery "ropin the Ccean +ounts@, similarly e"ery member3s ideas, work and interaction

    Matters a lot.

    Aliston 'ernan*es (267288) : )uring the writing of this case along with my

    fellow group we had 0ust one ob0ecti"e in mind, which has plagued 0ust about

    any newly formed group or committee and that is to ha"e good inter group

    communication so that it reduces unneeded compleities which leads to wastingof time and chaos.

    From the inter"iews that we tapped, and from the answers that the members of

    committee3s ga"e and also the similar kind of scenario that % ha"e faced in most

    of my study groups, % know how serious a problem miscommunication. The

    scenarios eplained the people we inter"iewed % also learned "arious situations

    and "arious impact it can ha"e especially on the e"ents these members

    organised or during the placement process.

    2o o"erall the learnings that % gained from the pro0ect is that the roles and the

    responsibilities should be should be clearly stated, so that it doesn3t lead to

    unclear understating of is needed from them which can lead to conflicts.

    lso the acti"ities should be tracked in written way( so that the members know

    what needs to be done and what is not done up till a particular time and also

    hence there is no need to re$communicate to the members their duties and also

    there will be no member denying his responsibilities and faking the cause to be

    miscommunication 0ust escape the conse*uences. lso any communication that

    needs to be done has to be done when all the members are present and not

    during the absence of any one member cannot make it heshe has to be

    appropriately communicated about what was discussed and decided by the

    group either in written form or spoken words.

    Finally % would say it was a learning eperience for me on the whole, and % also

    got to know "arious situations and impact miss$communication caused in those

    situations. The solutions discussed by these members helped me understand the"arious solutions that can be used to weed out miscommunication.

    B.C-2/Group 1 Page 1+

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    Propose* solution

    I .ill /e /ased on the >nter$iew with the Group poc) and the pro/lemsthey aces when &oins a new *roup

    'rom web sources= >?

    5ne of the first steps to help work through a miscommunication is to think

    about the main purpose of your interaction with the other person or group. This

    understanding is needed to help guide your decisions about resol"ing the issue

    and to pro"ide an important *uality checkH 4-a"e % preser"ed or enhanced the

    primary focus of this relationship through resol"ing a miscommunication;9 %fyou can answer that *uestion positi"ely, you know you3re on the right track.

    )o not try to e"aluate your success based on whether the person now

    understands 4how right you are.9 This strategy ine"itably leads to further

    communication mishaps.

    Clarity on three levels is re@uire* to resolve a misun*erstan*in$=

    The first levelis obtaining a common understanding of the concrete facts

    of a situation,

    The secon* level is discussing the "arious interpretations that resulted

    from those facts,

    The thir* levelis gaining agreement about what to do net.

    !amination of all three levels are important to resolve miss communication-

    'ive main causes of miscommunication with solutions for the same= >2?

    %n the workplace miscommunication can be blamed for a significant amount of

    conflict and the tension that it stirs. %t would be unrealistic to think all

    miscommunication could be pre"ented, but if we understood its causes, the

    percentage could likely be decreased. Fi"e common causes includeH

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    Problem= significant portion of miscommunication occurs without

    recognition. Through non"erbal cues, communication is often misconstrued and

    misrepresented. n indi"idual3s facial epression and body language mo"ement

    can be a powerful message that is deli"ered in"oluntarily. /ecogniAe your

    message may be percei"ed different than originally intended.

    olution= Take the time to accurately analyse yourself. Concentrate on your

    tone of "oice, your eye contact and your body language.

    @( Poor communicationbetween members and the leader

    ProblemH For communication to be fluid between employees and management

    staff, communication must remain open, reachable and approachable.

    %neffecti"e communication begins to stir when members feel as though their

    "oices aren3t being heard.

    olution=-a"e management check in with their staff members regularly. -ear

    their concerns and their successes. y ha"ing consistent con"ersations, potential

    problems can be a"oided.

    L( Not grasping the group3s o"erall $oal of the $roup

    Problem= !hat3s the big picture; The leader of the group knows the

    progression of the group towards the goal, but do all members identify with the

    same progress;; This is a window that is sometimes o"erlooked.

    olution=epressing the goal of the group the members will understand how

    eactly the fit into the same and so members will become more efficient and

    feel more "alued when they can "isually see their role in the puAAle of thecompany.

    ( Making assumptions

    Problem=members of a group sometimes don3t feel comfortable speaking up,

    and we know what happens when people act off assumptions alone.

    B.C-2/Group 1 Page 1

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    olution=#romote an en"ironment of open communication where employees

    feel as though their *uestions and concerns are welcomed and accepted.

    ( ?ack of ownership

    Problem=with no ownership i.e. clear and well defined roles the system of the

    company, will ultimately fail unless members recogniAe that their role is not

    only important, but it is critical to the o"erall success of the organiAation.

    olutions=ccountability an essential part of functionality is for all members to

    fully understand and be aware of the roles that are played. !ithout

    accountability, members subconsciously become comfortable dumping duties

    and shifting their weight onto another3s plate, opening the door for future

    problems to transpire.

    Conclusion

    I .hat ha$e you learnedB

    !e learnt that when the new groups were formed, due lack of interaction with

    each other and lack of understanding there were facing many issues which leads

    to conflicts and some other problems. nd later when they come to known each

    other they were able to handle the issues without any miscommunication.

    I How ha$e you e$aluated that your pro&ect was a successB

    !hen we inter"iewed people from different forums regarding their

    eperience of dealing with Miscommunication, we came to know how the

    miscommunication happened and what steps they ha"e followed to o"ercome

    that. %t indeed helped a lot in building our understanding about and how actually

    it happens and can be reduced.

    .hat uture wor) would you do i you were to pursue this urtherB

    Group task will be preferred o"er indi"idual task because it helps in building

    the task and reduces the miscommunication. %t is ad"ised to know each other

    before pro"iding any task which to be performed.

    B.C-2/Group 1 Page 2

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    .n*ivi*ual Contribution=E"ery indi"idual contributed e*ually to complete the pro0ect, the tasks were

    distributed among the group members like,

    %nter"iews were assigned to -arshit, liston, )hrumil, and rmaan &

    was completed on time.

    The case theory was assigned to )hrumil, and completed on time.

    Conclusion and #roposed solution were assigned to liston and /a0

    1umar which was completed on time. Case #lay and its ?earning were assigned to -arshit which was

    completed on time.

    %ndi"idual ?earning3s were indi"idual parts, and were submitted on time.

    Case final editing was done by rmaan.

    Group learning3s was completed with e"eryone3s input.

    References

    >? httpHwww.integratedwork.comresourcesarticlesresol"ing$

    miscommunication

    >2? httpHblog.capital.orgfi"e$common$causes$of$miscommunication$in$the$

    workplace$and$how$to$a"oid$them

    LO httpHdictionary.reference.combrowsemiscommunication

    O httpHblog.capital.orgfi"e$common$causes$of$miscommunication$in$the$

    workplace$and$how$to$a"oid$them

    O httpHyourbusiness.aAcentral.comlack$communication$cause$conflict$

    workplace$PLQ.html

    B C-2/Group 1 Page 21

    http://www.integratedwork.com/resources/articles/resolving-miscommunication/http://www.integratedwork.com/resources/articles/resolving-miscommunication/http://blog.capital.org/five-common-causes-of-miscommunication-in-the-workplace-and-how-to-avoid-them/http://blog.capital.org/five-common-causes-of-miscommunication-in-the-workplace-and-how-to-avoid-them/http://dictionary.reference.com/browse/miscommunicationhttp://blog.capital.org/five-common-causes-of-miscommunication-in-the-workplace-and-how-to-avoid-them/http://blog.capital.org/five-common-causes-of-miscommunication-in-the-workplace-and-how-to-avoid-them/http://yourbusiness.azcentral.com/lack-communication-cause-conflict-workplace-9430.htmlhttp://yourbusiness.azcentral.com/lack-communication-cause-conflict-workplace-9430.htmlhttp://blog.capital.org/five-common-causes-of-miscommunication-in-the-workplace-and-how-to-avoid-them/http://blog.capital.org/five-common-causes-of-miscommunication-in-the-workplace-and-how-to-avoid-them/http://dictionary.reference.com/browse/miscommunicationhttp://blog.capital.org/five-common-causes-of-miscommunication-in-the-workplace-and-how-to-avoid-them/http://blog.capital.org/five-common-causes-of-miscommunication-in-the-workplace-and-how-to-avoid-them/http://yourbusiness.azcentral.com/lack-communication-cause-conflict-workplace-9430.htmlhttp://yourbusiness.azcentral.com/lack-communication-cause-conflict-workplace-9430.htmlhttp://www.integratedwork.com/resources/articles/resolving-miscommunication/http://www.integratedwork.com/resources/articles/resolving-miscommunication/