CASE STUDY: FIRST DAY ON THE JOB

You have accepted a new job as a technical writer for a large engineering company.
Read through the following account of what happens on your first day. We shall give
our analysis later. As you read through it, note your opinions on:
● how you feel about the way you are treated;
● how the other members of the organization communicate to you;
● how you would analyse the communication ‘habits’ of this organization;
● how you could improve the communication to new members if you were the
manager.

You arrive at the main entrance on the morning of your first day. You are obviously
anxious to make a good impression. But you are also somewhat apprehensive, as you
have been told by friends (after you accepted the job, unfortunately) that the company
has a reputation for being rather formal and bureaucratic.

When you report to the security desk, the receptionist checks your details very carefully
and then gives you directions to the cubicle in the open-plan workspace which was used
by your predecessor. You find the cubicle after spending some time hunting round the
large open office. There is a desk, chair, a small filing cabinet and a desktop computer
(not quite as powerful as you had hoped for). On the divider walls there are a few
out-of-date notices. The desk contains a few sweets, two floppy disks and a memo pad.
On the desk is a note asking you to telephone the department head, Jan Thompson,
when you arrive. You remember that you met Thompson briefly at the employment
interview.

How do you feel about the organization so far?

You follow the instructions on the note. In a few minutes, Thompson walks in carrying a
stack of manuals, gives you a handshake and smiles. The following conversation takes
place:

THOMPSON: Welcome to Ace Products. Hope you like your new office space. Here are
half a dozen manuals – read them to get an idea of the work we do. Later this morning
my secretary will bring over material on our new dump truck project which you will be
working on. Tomorrow you will meet the engineer in charge of the project. Oh yes,
please go down to the staff office sometime today; they want to complete your records. If
you have any questions don’t hesitate to ask, but I have to go to a meeting.

YOU: Thank you, I look forward to getting into the project. Also, I wonder if I could
meet some of the salespeople who work with the kind of customers I will be writing for?
Thompson hesitates for a few moments, and looks away with a slight tilt of the head.
You notice the change in eye contact and wonder what this means – could it be surprise?
Does Thompson now think that you seem a little over-eager to make a good impression?

Thompson says, ‘In due time’, and leaves the room. You are convinced by Thompson’s
tone of voice that you have spoken out of turn.

How do you feel about the organization now?

A little later you receive the following phone call from Thompson’s secretary, whom you
have not met:

SECRETARY: This is Bobby du Toit speaking, I have been asked to ring you. If you have
any word-processing that needs special formatting, send it to me and I will get it done
for you.

YOU: Thank you. And can I have the file on the dump truck project?

SECRETARY: I do not have the file; and by the way, I am not your secretary.

YOU: Yes, I know that, but Jan Thompson said you would bring the material.

SECRETARY: Jan may have said that but I have not received it. When I receive it, you
can be assured that you will get it immediately.

Looking back on these two conversations, how do you feel now about the organization
and your colleagues?