Understanding Business 10th Edition by William Nickels,James McHugh,Susan McHugh

Exercise 6

There is no better way to understand the effects of having many layers of management on communication accuracy than the game of Message Relay. Choose seven or more members of the class and have them leave the classroom. Then choose one person to read the following paragraph and another student to listen. Call in one of the students from outside and have the "listener" tell him or her what information was in the paragraph. Then bring in another student and have the new listener repeat the information to him or her. Continue the process with all those who left the room. Do not allow anyone in the class to offer corrections as each listener becomes the storyteller in turn. In this way, all the students can hear how the facts become distorted over time. The distortions and mistakes are often quite humorous, but they are not so funny in organizations such as Ford, which once had 22 layers of management. Here's the paragraph: Dealers in the midwest region have received over 130 complaints about steering on the new Commander and Roadhandler models of our minivans. Apparently, the front suspension system is weak and the ball joints are wearing too fast. This causes slippage in the linkage and results in oversteering. Mr. Berenstein has been notified, but so far only 213 of 4,300 dealers have received repair kits.