COMM 5001

COMM5001
BUSINESS COMMUNICATION, ETHICS AND PRACTICE

Week 2:
Intra- and interpersonal
communication I

Learning Outcomes
1 Describe the principles and models of communication
2 Explain the notion that the message sent is not necessarily
the message received
3 Identify the elements of the process models of communication
and discuss their advantages and disadvantages
4 Explain the role and significance of perception in
communication
5 Define the role of 'self' in interpersonal communication and
explain its relevance in interpersonal interactions
6 Describe how your beliefs and values influence
your attitudes and behaviours
7 Identify and describe ways of learning about yourself: covered
in the course reading
8 Explain the role of Emotional Intelligence in developing
self-awareness and building relationships
Dr Nancy Kohn 2

Today’s Lecture

1. Communication: principles, models, and

elements
2. Perception: definition, biases, impact
3. Frames and communication
4. Emotional Intelligence

Dr Nancy Kohn 3

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Communication
1. What is communication?
Definitions:
a) The act of communicating; transmission.
b) a. The exchange of thoughts, messages, or information, as by speech,
signals, writing, or behaviour.
b. Interpersonal rapport. (Dictionary.com)
c) It is about overcoming barriers. (Blundell 2004)
2. Why study communication?
3. Models of Communication
Dr Nancy Kohn 4

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CA qualified, you will posses excellent communication,
interpersonal, and influencing skills, with the ability to
effectively plan, organise and prioritise workloads.
™ Business Consultant
The successful candidate will possess outstanding
communication, analytical and writing skills; have the capacity
to interact with executive management; act with very high
levels of integrity and ethical behaviours; and exhibit strong
people management skills.
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Candidates must have exceptional leadership, strategic,
communication, negotiation and interpersonal skills.
Dr Nancy Kohn 5

Models of communication
A. Transmission/linear process model
(Shannon & Weaver, 1949; Nelson & Pearson, 1996)

Noise

Message Message
Sender Channel Receiver
(Code) (Code)

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Models of communication
B. Transactional process model
This model includes all the components of the
transmission model, but also considers:
„ The participant’s overlapping fields of experience
„ That communication occurs in both directions
simultaneously
„ Recognises relationships
„ Recognises context
„ Extends the definition of noise
„ Communication channels include our senses
(Adler & Towne, 1996; Nelson & Pearson, 1996)
Dr Nancy Kohn 7

Transactional model

Message,
Sender Channels,
Receiver
Encoder Feedback Decoder

Noise: Aural, Visual, Physical, Physiological, Psychological, Semantic

Dr Nancy Kohn 8

Transactional model and perception

Message,
Sender Channels,
Receiver
Encoder Feedback Decoder

Noise:
Aural, Visual, Physical, Physiological, Psychological, Semantic
Psychological noise = biases, prejudices, perception
Dr Nancy Kohn 9

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The Perceptual Process

Stimulus Attention ÎRecognition ÎTranslation Behaviour

Environment Environment
Perception
(in our heads)

It is a "sense-making" process: the process of screening,

selection and interpreting stimuli so that they have meaning to
the individual.
(Steers in Lewicki, et al, 2006)

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Perception and the Environment

There is too much This unique combination of
information in the filtering, distortion,
environment. interpretation and
shortcuts means:
We ignore much of this
information. We all have our own
individual view of the
The information we do world, of what is reality.
attend to we filter,
distort and interpret. We act on our perceptions of
reality, not on reality
We use short cuts to manage itself.
the information
overload.

Dr Nancy Kohn 11

Perceptual shortcuts (biases) and their impact on

communication
„ Using shortcuts and biases can lead us to make
the wrong conclusions about people and situations.
„ If your initial assumptions and conclusions are in
error, then your communication linked to this error
will not be as effective, and even detrimental, to
what you want to achieve.
„ Thus, communication biases impact the quality and
effectiveness of our communications with others.

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Perceptual biases/ errors/shortcuts

Generalisation shortcuts

1. Stereotyping
2. Halo (Horns) effect (Positive/Negative
Aura)
3. Selective perception or
Confirmation bias
4. Fundamental attribution error or
Self serving bias
Dr Nancy Kohn 13

Common stereotype variables

„ Age „ Nationality
„ Sex „ Occupation
„ Race/ Ethnicity „ Education
„ Location of residence „ Family size
„ Socioeconomic status
„ Marital status
„ Religion
„ Language

Dr Nancy Kohn 14

Jing and Selective perception and Confirmation bias.

Chinese: Jing:
„ Loves art & literature,
„ Good at maths doesn’t mind maths.
„ Hard working „ Works hard at the office,
leaves promptly to spend
„ Quiet time with her
grandmother.
„ Play badminton
„ Plays tennis, swims and
enjoys badminton as well.
„ Shy at first, but really
talkative, has strong
opinions, when she gets to
know you.
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How perceptual biases impact communication

„ People will form judgments or evaluations before

understanding what is being said.
„ They will make unjustified inferences about the
meaning of what is being said.
„ They will be inattentive, as they have already
jumped to stereotyped conclusions.
„ They will hear only what they want to hear.
„ Biases can lead to having a closed mind.

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Framing
„ Frames are structures that we create to simplify
and organise the world.
„ Framing is a part of perception and is a key tactic
when negotiating.
„ Framing is a subjective way of limiting information
in order to evaluate and make sense of situations.
Framing helps us to focus on what is important and
discard what we consider to be irrelevant.
„ A frame is a way of presenting our point of view in
a way that is convincing to others.

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Frames compared to perceptual biases

„ When you use a perceptual bias, you
block information from coming into your
brain for processing, and use only
selected information from the
environment.
„ Incomparison, you construct a frame by
using or ignoring information that has
already made it into your brain.
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Framing: Buying a car

New
Under $30,000

Leather seats a must!

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A simple Is the glass as half empty,

frame: or is the glass half full?

Frame
Definition:
Structures we

Ö
° create to
°
°
simplify and
organise the
world.

Is this a way to frame limited resources?

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Framing limited resources:

Is the warehouse half empty or half full?

Control
your
framing!

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Emotional Intelligence
Salovery & Mayer, 1990; Goleman,
1995, 1998
Definition
„ Emotional intelligence describes an
ability, capacity, or skill to perceive,
assess, and manage the emotions
of one's self, of others, and of
groups (Wayne Payne, 1985).
Dr Nancy Kohn 22

The 5 Components of Emotional Intelligence

1. Self-awareness: The ability to recognise and understand your
moods, emotions & drives, as well as their effect on others.
Hallmarks: Self-confidence; Realistic self-assessments; Self-deprecating
sense of humour.
2. Self-regulation: The ability to control or redirect disruptive
impulses and moods. Being able to suspend judgment—to think before
acting.
Hallmarks: Trustworthiness and integrity; Comfort with ambiguity;
Openness to change.
3. Motivation: A propensity to pursue goals with energy and
persistence.
Hallmarks: Strong desire to achieve; Optimism, even in the face of
failure.
Dr Nancy Kohn 23

The 5 Components of Emotional Intelligence

4. Empathy: The ability to understand the

emotional makeup of people. Skill in treating
people according to their emotional reactions.
Hallmarks: Cross-cultural sensitivity.
5. Social Skill: An ability to find common ground
and build rapport.
Hallmarks: Persuasiveness.

Dr Nancy Kohn 24

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What did you learn today?

„ Why communication skills are necessary
„ Communication defined and modelled
„ Perceptual biases and their impact on
communication
„ Frames: the difference between half-empty and
half-full
„ Emotional Intelligence: IQ is no longer enough for
success in management.

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After the break

„ Week 3:
¾ Interpersonal
communication II: Nonverbal
communication, listening and feedback

Happy and safe holidays!

Dr Nancy Kohn 26