PMGT5872 · People and Communications
Interpersonal Communication & Feedback
Week 4 turns to the person-to-person skills of a project manager: assertiveness, non-verbal communication, active listening and questioning, and the giving and receiving of feedback. It also covers the practical communication channels and tools — the communication plan and the RACI matrix — that structure who gets what information. Feedback skills and communication planning feed directly into the group stakeholder report and into how you handle real team situations assessed through participation.
What this chapter covers
- 01Interpersonal communication: exchanging information and emotion, influencing, building rapport
- 02Assertive vs aggressive vs submissive styles; "I" statements and treating others as equals
- 03Non-verbal channels: body movement, paralanguage, proximity, touch, artefacts, environment
- 04Active listening: attending, encouraging, reflecting; the five-stage listening process
- 05Question types: open, closed, probing, reflective, challenge, hypothetical
- 06Effective feedback: behaviour-focused, specific, non-judgemental, constructive, invites clarification
- 07Feedback as a performance loop: set, agree, monitor, feedback, correct
- 08Project communication tools: communication plan, RACI matrix, communication matrix, meeting types
Applied: giving feedback to an underperforming team member
- +2Open assertively, not aggressively or submissively. Use an "I" statement and treat them as an equal: "I have noticed the last two internal deadlines slipped, and I want to understand what's happening," rather than accusing or avoiding.
- +2Give feedback on behaviour, specifically and without judgement. Describe the observable behaviour and its impact (the slipped dates, the knock-on to others), keep it specific rather than a character verdict, and signal constructive intent, then invite clarification with an open question and genuinely listen (attend, encourage, reflect).
- +2Close the loop and fix the structure. Agree expectations and next steps, plan to monitor progress, and remove ambiguity with the communication tools: a RACI entry that makes this person clearly Responsible for the deliverable and names who is Accountable, so silent covering stops and ownership is explicit.
Key terms
- Assertiveness
- A communication style that is self-enhancing without devaluing others: uses "I" statements, states needs clearly and treats others as equals — distinct from aggressive (dominating) and submissive (self-denying).
- Active listening
- Listening built from three skill sets — attending (focus on the speaker), encouraging (open questions), and reflecting (paraphrase content and emotion) — to confirm understanding.
- Non-verbal communication
- Meaning carried by body movement, paralanguage (voice), proximity, touch, artefacts and environment; often signals more than the words themselves.
- Effective feedback
- Feedback that focuses on behaviour not the person, is specific and non-judgemental, is constructive with clear positive intent, and allows clarification without overload.
- RACI matrix
- A responsibility chart naming who is Responsible, Accountable, Consulted and Informed for each activity — a core component of the communication plan.
- Communication plan
- A document specifying, for each audience, the scope, timing, method and format of communication, so information flow is deliberate rather than ad hoc.
Interpersonal Communication & Feedback FAQ
What makes feedback effective in this unit's model?
Effective feedback focuses on observable behaviour rather than the person, is specific rather than vague, is delivered without judgement and with clear constructive intent, allows the receiver to clarify and respond, and avoids overloading them. It also works best inside a loop — set and agree expectations, monitor, give feedback, agree corrections — rather than as a one-off verdict. The classic error is making it personal or general ("you're unreliable") instead of behavioural and specific.
What is the difference between assertive, aggressive and submissive communication?
Assertive communication is self-enhancing without devaluing others: it states your needs with "I" statements and treats others as equals. Aggressive communication dominates and devalues the other person. Submissive communication is self-denying and inhibited, avoiding the issue. A project manager aims to be assertive — clear and direct while respecting others — especially when giving difficult feedback.
Why does the unit emphasise a RACI matrix and communication plan?
Because much project conflict comes from unclear responsibility and information flow — the "who was supposed to tell whom" problem. A communication plan states, for each audience, what is communicated, when, how and in what format; a RACI matrix names who is Responsible, Accountable, Consulted and Informed for each activity. Together they turn communication from ad hoc messaging into a designed system, which is exactly what the group report asks you to build.
Can AI help me practise feedback and communication planning?
Yes. Sia can role-play a difficult feedback conversation and check whether your wording stays assertive and behaviour-focused, explain the active-listening skill sets, and help you structure a communication plan or RACI for your group report. It coaches the method and checks your reasoning; it does not complete graded assessment for you.
Exam move
Treat Week 4 as directly practical: rehearse assertive, behaviour-focused feedback wording, because you will use it in real group situations that feed participation marks and in the reflective tasks. Memorise the effective-feedback principles and the active-listening skill sets as checklists. Learn the communication plan and RACI structure cold, since the group report is built on them. Practise on the classic scenarios — the underperformer, the difficult first meeting — and confirm assessment details on Canvas.
Working through Interpersonal Communication & Feedback in PMGT5872? Sia is AskSia’s AI Business & Management tutor — ask any PMGT5872 Interpersonal Communication & Feedback question and get a clear, step-by-step explanation grounded in how PMGT5872 is taught and assessed. Read this chapter free, then take your hardest questions to Sia.
