QUESTION

How does perception affect communication? What are the barriers to effective communication in the case and how can communicattion be improved?

If you were the organizational behavior consultant, what recommendations would you suggest?

READINGS

HOW DO YOU MOTIVATE MOTEL MAIDS?

Western Motels is part of a franchise operation with 12 locations in the San Diego area. For the last several years, employee turnover, especially among the lower paid workers, has been a major problem. The turnover, especially among the lower paid workers, has been a major problem. The turnover rate for maids alone reached the level of three employees per month per motel, representing a staggering 45 percent on an annual basis. The maid is probably the most important representative of the motel, even though the maid is seldom seen by the guests. It is the way in which the job duties are performed that determines whether a guest will return to the motel for a second stay. Repeat customers make a motel's reputation-especially through word-of-mouth recommendations, the best and the least expensive kind of adevrtising. Not only are these motels faced with the expense of hiring, processing, and bonding employees, but low morale has produced a low-grade, careless approach to the job. In several instances, a complete refund of room charges has been necessary. In addition, maids have often quit without notice, and the cost to train a new employee has increased. The maids for Western Motels were being paid the top wages for similar employment, even though those wages were still in the bottom quarter of wages in the area. The working conditions seemed good. The maids were allowed one meal per shift at the motel's coffee shops and to use the pool facilities during their off-hours at four of the locations. The managers tried to interview the workers who had left their employ, but they could get no useful information from them. They spoke in generalities, such as "I'm Just tired of working here." Finally, the operators approached the franchise's main office in Phoenix, and a general meeting of the concerned managers was called. You were chosen as the franchise representative to the conference. The meeting was held over a 2-day period at one of the San Diego locations. Only 7 of the 12 motels sent representatives. One manager claimed that the whole thing was "just a waste of time and money." After lunch on the first day, your group sat down to discuss the situation. It was general concensus of the group that efforts should be made to try to increase the commitment of the maids to their jobs and to the company. Personal commitment to and pride in their jobs seemed to be the ingredients most lacking, but how could these feelings be created for the motel maids?