3/24/13

1
SchoolofManagement
Topic4:Communication
MGMT1001,s12013
ReflectiveQuestionstoguidethislecture
Part1:Communication
1. Whatiscommunication?
2. Whatconstitutesgoodcommunication?Doesitmatter?
3. Whatisacommonmistakeincommunication?Whatcancause
communicationtobreakdown?
Part2:EffectiveCommunication(inorganisations)
1. Howwecanminimisecommunicationbreakdown/poor
communication?
2. Whatconstitutesinterpersonalcommunication?
3. Doesmediummatterincommunication?
4. Whatconstitutesorganisationalcommunication?Moreimportantly,
howtopromoteeffectivecommunicationswithinanorganisation?
DefinitionsofCommunication
Communicationisthetransferandunderstandingof
meaning.(Robbins,etal,2009)
Itisaboutovercomingbarriers.(Blundell,2004)
Communicationisnotaone-waytransmissionbutatwo-
waytransactiondialogue.(Johannsen,1971,citedin
Blundel,2004)
Themostimportantthingincommunicationistohearwhat
isn'tbeingsaid.PeterDrucker
3/24/13
2
WhatdoStefaniGermanottaandAgnesGonxha
Bojaxhiuhaveincommon?
Whatdoemployerswant?
JuniorBusinessAnalyst$70k
Ability to understand user requirements;
Focus on creativity, adaptability &
proactive customer service; Exceptional
Verbal & Written Communication;
Negotiation & influencing skills
ProjectAnalyst$100k
Able to work with extremely senior people
& ask the right questions to walk away with
the depth of understanding necessary to
do your role; Your communication skills will
need to be one of your strongest assets as
the ability to question, present, interpret
and influence is essential to your success.
Director/SeniorManager
ManagementConsultants$200k
You will be able to demonstrate the
following attributes: Highly developed
analytical skills; Well-honed presentation
and facilitation skills; Ability to cultivate
strong client relationships; Strong
interpersonal and people management
skills.
VariousModelsofCommunication
1) Linear/TransmissionModelofCommunication
2)InteractionalModelofCommunication
3)TransactionModelofCommunication
3/24/13
3
OnlyPsychicscanreadminds!
Diagnosingacommunicationproblem
Yousendanemailtoaco-worker,whoislocatedinanother
city,askingaquestion.Youexpecttohearbacksoon,
anhourortwoatmost,yetthereisnoresponseafter
fourhours.
Usingthelinearmodel,diagnosewhattheproblemcould
be;considerwhatcouldholdupthecommunicationat
eachnode.
Transaction model explained
Extends the Linear/Transmission
model:
1. The participants overlapping
fields of experience
2. Acknowledging communication
occurs in both directions
simultaneously
3. Recognises relationships
4. Recognises context
5. Communication channels include
all our senses
Noise: Anything that interferes
with the communication
process.
6. Extends the definition of noise
(barriers)
a) Aural noise
b) Visual distractions
c) Physical intrusions
d) Physiological noise
e) Semantic noise
f) Psychological noise (eg
Stereotyping)
g) Overcoming noise (barriers)
3/24/13
4
Stereotyping
Howdoyoudefinestereotyping?
Howdoweformstereotypes?
1. Peopleassignanindividualtoagroupbased
on1pieceofperceptualinformation:
E.g. the individual is OLD.
2. Abroadrangeofothercharacteristicsofthe
grouparethenassignedtothisindividual.
Minimisingcommunicationbarriers
Write down what you can do to reduce or minimise these
communication barriers:
1. Aural noise
2. Visual distractions
3. Physical intrusions
4. Physiological noise
5. Semantic noise
6. Psychological noise, specifically, strong emotions
3/24/13
5
Useactivelisteningtoovercomecommunicationbarriers
1. Dont interrupt
2. Dont over talk
3. Be empathetic
4. Make appropriate eye contact
5. Paraphrase
6. Avoid distracting movement
7. Ask questions
8. Use appropriate facial expressions and gestures
ActiveListening
Interpersonalcommunication
Verbal
Pronunciations
Accents
Clarity
3/24/13
6
Interpersonalcommunication
Written
Sentenceconstruction
Flow/logicbetweenparagraphs
Theuseofappropriatelanguage
Clarity
Presentation
Interpersonalcommunication
Nonverbal
Kinesics
Occulesics
Haptics:
5categoriesbasedondegreesofintimacy:
1. functional/professional
2. social/polite
3. friendship/warmth
4. love/intimacy
5. sexual
3/24/13
7
Interpersonalcommunication
Nonverbal(continued)
Proxemics:4zones:
Intimatezone(15-45cm)
Personalzone(45-120cm)
Socialzone(1.2-3.5m)
Publiczone(over3.5m)
Paralanguage
Tempo
Pitch
Intonation
When does the medium matter?
Alge, B. J., Wiethoff, C., & Klein, H.J., 2003, When does the
medium matter? Knowledge-building experiences and
opportunities in decision-making teams. Organizational
Behavior and Human Decision Processes Vol. 91, pp.26-37.
What can we learn from this paper?
Organisationalcommunication
Formal
Organisation chart
Informal
Grapevine
Personal Networks
Floorplan
Allen (2007): Importance of proximity,
being able to see each other.
McElroy & Morrow (2010): Changing
traditional office space to a more open
design can create culture changes.
Generational differences exist.
3/24/13
8
SampleOrganisationChart:
UNSWChemicalSciences&Engineering(Formalcommunicationpaths)
Howthegrapevinemightlook