Systems Theory at the Workplace

“In life, the issue is not control, but dynamic connectedness” (Eisenberg, Goodall, 2004, pg 92). This statement by Erich Jantsch in his book The Self-Organizing Universe sums up the whole design of the Systems Theory. The implication by the word “systems” is that there are many parts which make up a whole. My explanation of this theory will include what I have learned about mathematics in regard to systems, and how that relates to communication. Mathematics is used by everyone from the average person on the street to the most important person on the planet. It has sometimes been called a universal language because it is understood that every culture, past or present, has used mathematics.

The proof that a system functions properly is measured by the result of all the components working together to produce a specific goal. When math is properly applied the correct answer is the result. However, if a step or two have been skipped or missed the result might not be a true answer. In communication we find that there are procedures to follow in a logical order to achieve a positive outcome. One of the features of Systems Theory that make it so accessible is called processes and feedback, and just like the different formulas in mathematics, this “formula” adds to the functionality of the whole theory.

“In systems theory, there are two main types of feedback: negative and positive” (Eisenberg, Goodall, 2004, p 103). These help to interpret what needs to be done in order to accomplish the intended task. Negative feedback can cause a revisiting of a certain aspect of a communication process, which in turn, allows positive feedback to bring the aspect to its intended place or do away with it all together. This is really helpful in the attaining of goals.

Another aspect of systems theory is that it can be applied to a project regardless of the goal that is trying to be reached. Goals can be individually attained or corporately attained, or even a combination of the two. The definition of the goal as it pertains to a certain project will tell where it fits in the overall goal of a project. For example, if asked to triangulate the position of a satellite in orbit around the earth, there would be logical steps to take to come to a correct set of coordinates specifying where the satellite is. If a manger wants to reach a team comprised of 25 sales people he will have to use different variations of the same logic to reach them all even though the message is the same.

I use an illustration when teaching the order of operations in algebra. It is a story of three men who want to split the cost of a motel room evenly. They are told the room will be thirty dollars, so they each contribute 10 dollars. Later, the clerk discovers he overcharged the men and sends the bellhop to their room with five one dollar bills. On the way to the room the bellhop wonders how he is going to divide the five bills between three people. He decides to keep two of them and gives each of the men one. This means the men only paid nine dollars each for the room and the bellhop kept two. If you multiply nine and three, then add the two dollars the bellhop kept the total is only 29 dollars. What happened to the other dollar? The problem with this illustration is how I communicate the story which implies an illogical approach to the solution.

Understanding systems theory helps communicators do what is necessary by using many different aspects of communication as they apply to any given situation. In the illustration above, the solution was relegated to only one theory of mathematics. When organizations try to operate by using a single approach they will discover communication problems for which there is no solution.