Based on what you know about the team and communication barriers, what seems to be the specific issue between Charlotte and her team?

Salma Abdullahi

Personal barriers based on trustworthiness

Narrator

That's right! Trust is a critical element in effective communications. Here, both operators are pretty new and it looks like Charlotte$-$ whether or not she's too aggressive$-$has lost trust in their ability to hasdle the job.

Charlotte

Salma Abdullahi, based on what you're hearing, what do you think needs to be done?

You need to use technology other than radios to communicate. The faulty equipment is causing all these issues.

I need to go discuss this issue with Reggie and Sylvia.

We need to replace Reggie and Sylvia, obviously they are not a good fit for their positions.