Performance Evaluation of Communication Strategies in Coping with Discrepancy in Organization: A Case Study: A Bureaucratic Organization

Abstract

          The primary purpose of this study was aimed to examine the communication strategies that have been applied to cope with the discrepancy at the meeting for a bureaucratic organization, to investigate the communication strategies that work effectively to cope with the discrepancy, and to explore the dominant factors that have influenced the effectiveness of the communication strategies in coping with the discrepancy. In present study, the population was 1,284 civil servants from a bureaucratic organization. The sample included a number of civil servants who were subjected to different departments in a bureaucratic organization, consisting of total six persons; three specialists, two specialty civil servants, and one senior civil servant. This paper was a qualitative research and the content analysis was performed. The examination composed of two parts; observation-based recording and interviewing the attendants. The results demonstrated as follows; (1) Communication strategies that have been applied to cope with the discrepancy included the followings (a) communication strategies for maintaining the relationship, for instances, the opportunity exposed to comment, respect each other and emotional control, (b) informal communication strategies, for instances, introductory speech, and asking the suffixed questions, (c) communication strategies for achieving the goal, for instances,  the use of the third person,  the use of straight words to solve the problems, and lastly, (d) compromising communication strategies, for instances; cooperation, discussion in private place, and avoidance. (2) Communication effectiveness involved the communication strategies applied to restore the good interpersonal relationship, showing respect, and opportunity to comment. Evidently, the use of these strategies showed the reduction in the discrepancy, the activities continued without cancellation or termination while goodwill relationship was retained. (3) Factors that have influenced the effectiveness of the communication strategies in  coping with the discrepancy included relationship, for examples, mindfulness of colleagues and supervisors, proper verbal speech, environment and participatory action such as giving comment and opinion.