CASE INCIDENT- James W. Caruso HasCommunicationProblems
James W. Caruso only has four employees at his public relations firm-MediaFirst PR-Atlanta. But he seems to have done a pretty good job of alienating them. According to his employees, Caruso, 47, is a brilliant guy who has a lot to learn in terms of being a better communicator.
His communication style appears to be a regular source of conflict in his firm. Caruso admits he hasa problem. "I'm probably not as verbally reinforcing [as I could be] when someone is doing a good job. I'm a very self-confident person.
I don't need to be told I'm doing a good job-but there are people who do." Caruso's employees had no problem listing off things that he does that bother them.
He doesn't meet deadlines;he does a poor job of communicating with clients (which often puts the employees in an uncomfortable position); hedoesn't listen fully to employee ideas before dismissing them; his voice tone is frequently condescending; and he'soften quick to criticize employees and stingy with praise.
Questions
1. A lot of bosses are accused of being "poorcommunicators." Why do you think this is?
2. What does this case suggest regarding the relationship between reinforcement theory andcommunication?
3. What, specifically, do you think Caruso needs to doto improve his communication skills?
4. Assuming Caruso wants to improve, how would you suggest he got about learning to be a better communicator?