Case:  Have We Got a Communication Problem Here
 
    “I don’t know want to hear your excuse. Just get those planes in the air.” Jim Tuchman was screaming at his gate manager. As head of American Airlines’ operations at the Mexico Cityairport, Tuchman has been consistently frustrated by the attitude displayed by his native employees. Transferred fromDallastoMexico Cityonly 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 just 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 hisMexico Citystaff, it’s mutual. They universally dislike him. Here’s a few anonymous comments made about their boss: “ He’s totally insensitive to our needs.” “He thinks if he yells and screams, that 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 stress all the time, even at home. My husband has started commenting on it a lot.”
 

    Tuchman was brought in specifically to tighten up theMexico Cityoperation. High on his list of goals is improving American’s on-time record inMexico 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 cannot seem to communicate.”
 

    Questions:
 
    1. Does Jim Tuchman have a communication problem? Explain.
 
    2. What suggestions, if any, would you make to Jim to help him improve his managerial effectiveness?