CASE INCIDENT: HAVE WE GOTTEN A COMMUNICATION PROBLEM

HERE?

$$I don$$t want to hear your excuses. Just get those planes in the air,$$ Jim Tuchman was

screaming at his gate manager. As head of American Airlines$$ operations at the Mexico City

airport, Tuchman has been consistently frustrated by the attitude displayed by his Mexican

employees. Transferred from Dallas to Mexico City only three months ago, Tuchman was

having difficulty adjusting to the Mexican style of work.

$$Am I critical of these people? You bet I am$!$ They don$$t listen when I talk. They think things are

just fine and fight every change I suggest. And they have no appreciation for the importance of

keeping on schedule$$

If Tuchman is critical of his Mexico City staff, it$$s mutual. They universally dislike him. Here are a

few anonymous comments made about their boss: $$He$$s totally insensitive to our needs$$He

thinks if he yells and screams, things will improve. We don$$t see it that way. I$$ve been working

here for four years$$

$$Before he came here, this was a good place to work. Not anymore. I$$m constantly in fear of

being chewed out. I feel stressed all the time, even at home. My husband has started

commenting on it a lot$$

Tuchman was brought in specifically to tighten up the Mexico City operation. High on his list of

goals is improving America$$s on$-$time record in Mexico City, increasing productivity, and

improving customer service. When Tuchman was asked if he thought he had any problems with

his staff, he replied, $$Yep$.$ We just can$$t seem to communicate.$$

Questions

$1.$ Does Jim Tuchman have a communication problem? Explain.

$2.$ What suggestions would you make to Jim to help him improve his managerial effectiveness?