MGMT 1001, s1 2012
School of Management
Reflective Questions to guide this lecture
Part 1: Communication
1. What is communication?
2. What constitutes good communication? Does it matter?
3. What is a common mistake in communication? What can cause communication to break down?
Part 2: Effective Communication (in organisations)
1. How we can minimise communication break down/ poor
2. What constitutes interpersonal communication?
3. Does medium matter in communication?
4. What constitutes organisational communication? More importantly, how to promote effective communications within an organisation?
Definitions of Communication
“Communication is the transfer and understanding of
meaning.” (Robbins, et al, 2009)
“It is about overcoming barriers.” (Blundell, 2004)
‘Communication is not a one-way transmission but a twonot onetwotwo way transaction dialogue.’ (Johannsen, 1971, cited in
“The most important thing in communication is to hear what hear
isn't being said.” Peter Drucker
What do Stefani Germanotta and Agnes Gonxha
Bojaxhiu have in common?
What do employers want?
Junior Business Analyst $70k
• Ability to understand user requirements;
Focus on creativity, adaptability &
proactive customer service; Exceptional
Verbal & Written Communication;
Negotiation & influencing skills
Project Analyst $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.
Management Consultants $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
Various Models of Communication
1) Linear/ Transmission Model of Communication
2) Interactional Model of Communication
3) Transaction Model of Communication
Only Psychics can read minds!
Diagnosing a communication problem
You send an email to a co-worker, who is located in
another city, asking a question. You expect to hear back
soon, an hour or two at most, yet there is no response
after four hours.
Using the linear model, diagnose what the problem could
be; consider what could hold up the communication at
Transaction model explained
Extends the Linear/Transmission
The participant’s overlapping
fields of experience
occurs in both directions
Communication channels include
all our senses
Noise: Anything that interferes
with the communication
6. Extends the definition of noise
a) Aural noise
b) Visual distractions
c) Physical intrusions
d) Physiological noise
e) Semantic noise
f) Psychological noise (eg
g) Overcoming noise (barriers)
How do you define stereotyping?
How do we form stereotypes?
1. People assign an individual to a group based
on 1 piece of perceptual information:
– E.g. the individual is OLD.
2. A broad range of other characteristics of the
group are then assigned to this individual.
Minimising communication barriers
Write down what you can do to reduce or minimise these
1. Aural noise
2. Visual distractions
3. Physical intrusions
4. Physiological noise
5. Semantic noise
6. Psychological noise, specifically, strong emotions
Break time interlude (1) 4:20