Case Notes
Chapter 4: Individual and Social Approaches to Communication
Answer to Case Study 4: Caught in Between
Question 1. How might social role stereotypes explain the interaction? Is there any evidence of
descriptive or prescriptive prejudices?
SAMPLE STUDENT ANSWER: There are social role stereotypes operating in this
situation. Social role theory assumes that sex is genetically determined. Descriptive
prejudice refers to stereotypes that women have less leadership potential than men
because they lack agentic qualities. Agentic qualities include being assertive, controlling,
confident, ambitious, and forceful. Agentic qualities are stereotypically associated with
In this case study, Jim was characterized as a fit, 45-year-old former Captain in the U.S.
Army. He had been recruited by another Army vet. Jim was used to a confrontational,
aggressive, swift style of management. He clearly exhibits agentic qualities. Carol was
described as an attractive woman in her mid-50’s who was always meticulously put
The comments Jim made to Carol in front of Ashlee about doing more work and less chit
chat, getting her referrals in on time, and not being comfortable with technology offer
Question 2. Discuss the extent to which Jim is able to use emotional intelligence to facilitate
transformational leadership. Is he more of a transformational leader or transactional? What
evidence do you have?
SAMPLE STUDENT ANSWER: Emotional intelligence (EI) is the ability to monitor
one’s own and others’ emotions. EI is being able to discriminate between emotions and to
use emotional information to made strategic decisions. EI also develops and changes with
Question 3. What message design logic does Ashlee rely on? Carol? How about Jim? Using
Table 4.2 identifying forms of miscommunication due to MDL, analyze what might have
happened between Jim, Carol, and Ashlee..
SAMPLE STUDENT ANSWER: Ashlee tends to rely on conventional logic. She is
concerned with what is appropriate for her position and the environment. She tolerates
Carol’s rants because they have to share a physical space, and Ashlee doesn’t want to
Question 4. Assess the extent to which the axioms are present in the case. What generational
variations might have played a role in the conflict? Why or why not?
SAMPLE STUDENT ANSWER: The first axiom, the impossibility of not
communicating is evident when Ashlee doesn’t have an opportunity to respond and
Instructor Resource
Dainton, Applying Communication Theory for Professional Life 4e
SAGE Publishing, 2018
“thinks silently to herself.” The content and relationship level (second axiom) is exhibited
when Jim confronts Carol and says “If you’re not comfortable with the technology yet,
let me know; I can get Erin to help train you.” The content is saying “just ask for help.”
The relationship is a command to get the job done. Carol’s conversation is an example of
punctuation. “What was THAT about; Why do we even need a computerized process?…I
Question 5. What ethical dilemmas emerge? How can any of the theories help navigate these
ethical issues?
SAMPLE STUDENT ANSWER: There are several potential ethical issues in this
situation. There are gender issues: Carol is an older female who has a great deal of work
experience but none of the educational degrees. There are differences in communication
style. Carol is emotional and vocal. Jim is direct and confrontational. His public message
Question 6. Which theory seems to explain the situation “better” than the others? Why do you
believe this to be the case? Are there other theories or a combination of theories that might
explain what happened more fully?