Problematic communication in organisations : identity and accommodation

Abstract

Communication Accommodation Theory (CAT) and Social Identity Theory (SIT) are theoretical frameworks with the potential to advance our understanding of supervisor-subordinate communication. These theories incorporate an intergroup perspective of supervisor-subordinate communication, and describe and explain the specific behavioural and evaluative aspects of the communication process. Much prior research into supervisor-subordinate communication has not been based on solid theory. Research has failed to investigate communication as an interactive process, and one where situations involve unequal status and different group memberships. This thesis explored the nature of supervisor-subordinate interaction in terms of antecedents, the communication strategies used and the outcomes resulting from interactions. Study 1 identified a range of influences on communication outcomes and organisational outcomes in a large military organisation. Seven hundred and sixty-four full-time staff above base level responded to a large survey questionnaire that assessed status, communication context, identification, communication strategies and outcomes, and job satisfaction and organisational commitment. Measures of organisational status and direction of communication were found to relate to most other measured variables. Based on CAT, a path model of relationships between these variables was developed and tested using path analysis. The final model indicated that perceptions of communication context partially mediated the effects of status and identification on communication outcomes, and communication outcomes partially mediated the effects of status and identification on the organisational outcomes of job satisfaction and organisational commitment. Study 2 investigated the beliefs of supervisors and subordinates about what constituted “best” and “worst” communicative behaviours. Three hundred and fifty-eight full-time employees in public- and private-sector companies were recruited from public service interpersonal skills training courses and undergraduate business and psychology courses. Subordinates and supervisors completed a questionnaire describing four communication scenarios with their counterparts. For each scenario, participants described what would be the best or worst communicative behaviours, as well as the likely outcomes of that behaviour. These behaviours and outcomes were thematically coded using a coding system based on Communication Accommodation Theory. Behaviours and outcomes described by supervisors and subordinates for best and worst communication were then compared. Results showed that supervisors and subordinates held similar beliefs about best-case communication, but more distinct beliefs about worst-case communication. Best-case communication was about sharing management of the conversation and achieving clarity. Worst-case communication involved face threats, aggression and crossing intergroup boundaries. However, supervisors talked more about positive face threats, whereas subordinates talked about negative face threats.