COMMUNICATION

What is
Communication?
Communication is the process in
which meaning is created through the
expression and interpretation of a
message.
Communication Process
The Elements of Communication
Sender the person who initiates the
process.
Encoding the process of putting the desired
idea into the correct code for the particular
audience so that the message is effective.
Message the information conveyed to and
received by the audience.
Decoding the breaking down of the
message (interpretation)

Audience receiver, the person/s to whom
the message is addressed and who
interprets the message.
Medium the tool used to communicate the
message.
Channel - the course along which the
message travels.
Feedback the response of the receiver to
the sender.
MEDIUM
The medium is the tool used to convey a
message. It acts as a transporter that
carries the message to its destination
(audience). This includes both spoken and
written mediums. Some mediums can be
used to convey a message that can be
written and spoken e.g. a cell phone
THE TYPE OF MEDIUM DEPENDS ON
A FEW FACTORS:
Proximity
The nature and complexity of the message
The need for feedback
Time constraints
Cost
Types of mediums
WRITTEN MEDIUM SPOKEN MEDIUM
Letter Lecture
Email Television Programmes
Blog Telephone conversations
Fax Radio Programmes
Road signs Face-to-face conversations
Notice Meetings
Book Interview
Verbal and Non Verbal Communication
Verbal Communication refers communication that
involves the use of words, either written or spoken.
(Language conveys meaning symbolically).
Non Verbal Communication refers to communication
where words are not used. (Recognisable symbols,
facial expressions, body language, colour, etc.)
The two codes should complement each other,
however there could be mixed messages where the
sender conveys one meaning verbally but another
meaning non verbally.
Verbal Communication
Verbal communication includes oral and written
communication where words are used to
communicate speaking, writing, reading
and listening.
Both oral and written communication can be
direct or indirect.
Oral (Spoken) Communication
Direct oral communication occurs when
both the speaker/s and receiver/s are
present (face-to-face), e.g. interview, lecture,
dealing with clients or visitors or employees.
Indirect oral communication occurs when
the speaker/s and receiver/s are not
communicating face-to-face, e.g. a telephone
conversation, watching television.
Written Oral Communication
Direct written communication occurs when
the document is addressed directly to a
specific person, e.g. business letters,
memos, faxes, emails, agendas, reports, etc.
Indirect written communication occurs when
a document is directed at the general public,
e.g. newspapers, advertisements,
magazines, etc.
Non-verbal Communication
(Semiology)
Non-verbal communication is when words are omitted. It improves
ones interpersonal skills as it makes one aware of the signals
send out, unconsciously, by the sender. This tells the receiver
more about the speaker. It complements, contradicts,
strengthens or substitutes a verbal message. Non-verbal
communication can be divided into three categories:
Visual semiology anything that needs to be seen in order to
understand. This depends on ones ability to see.
Acoustic semiology sounds that need to be heard by the
receiver. This depends on ones ability to hear.
Tacesics communication by means of touch.


Visual Semiology
Kinesics
Proxemics
Graphics
Colour coding
Kinesics
Kinesics are body movements such as:
Facial expressions smiling, frowning, crying, etc.
Gestures loosening a tie, rolling up ones sleeve,
drumming ones fingers, etc.
Posture resting ones head on ones arms,
drooping shoulders, folded arms, pointing a finger,
etc.
Take note that kinesics could be culture specific.
Proxemics
Proxemics refers to the study of distance,
space or contact during the communication
process. Where one places ones self
conveys a specific message. This could
convey positive and negative messages from
the sender to the receiver. There are four
spatial zones: Intimate zone, Personal zone,
Social zone and the Public zone.

Four Spatial Zones distance between
the sender and the receiver
Intimate zone The distance between 0
0.5 metres.
Personal zone 0.5 1 metre.
Social zone 1 2 metres.
Public zone more than 3 metres between
the sender and the receiver.


Graphics
Graphics includes symbols, graphic signs, illustrations
and graphs.
Symbols signs (something that stands for or
represents something else)
Graphic signs special illustrations that are
internationally understood
Illustrations an example/picture/diagram as an
explanation to make something clear
Graphs factual information set out in the form of a
diagram

Colour Coding
Information that is conveyed by means of
different colours. In other words one colour
can provide information, e.g.:
The colour red at the traffic light indicates
that the driver of an automobile should stop.
Green means go and Orange means slow
down.
Acoustic Semiology
This is non verbal communication that requires sound. A sound
could represent something important for the listener, e.g a bell
ringing, music, accent. Hearing is imperative for the receiver to
understand the message. Examples of acoustic semiology:
Paralinguistics voice qualities like pace, rhythm, tone, tempo,
accent, intensity (emotion), pitch, etc. For example, a specific
tone is used to express sarcasm.
Silence could create meaning (strategic). For example, keeping
quiet when being reprimanded may indicate guilt, anger,
sorrow, etc.
Filler sounds hesitation or pause fillers, e.g uh, aha,
hm?. These expressions can work for you or against you.
Tacesics
Tacesics is meaning created by touch. This
can be personal or impersonal, e.g
- a hand placed on someones shoulder
- pat on the back
- squeezing or pinching
- pushing, hitting or slapping someone
Communication Barriers
A barrier is a factor that distorts the message or
prevents the message from being received. The
following are examples of barriers in communication.
Language Barrier
Psychological Barrier
Physiological Barrier
Physical/Environmental Barrier
Perceptual Barrier
Semantic Barrier

Language Barrier
A barrier to communication as a result of the
sender or receiver speaking a different
language or as a result of pronunciation due
to dialect or accent, or a broken language.
Psychological Barrier
Psychology is a study of the state of the mind.
Examples of psychological barriers are:
Anger
Depression
Sadness
Anxiety
Fear
Boredom/Disinterest
Distrust
Positive or Negative attitude

Physiological Barrier
Physiology is the study of the body.
Examples of physiological barriers are:
Health
Physical disability
Pain
Discomfort



Physical Barrier
A physical barrier is that which exists physically
such as:
Noise
Space (arrangement of objects)
Physical presence





Perceptual Barriers
Perception refers to how you understand or recognise something.
Perception depends on one or all of the following factors:
Social, cultural traditional or religious backgrounds
Age
Education
Status
Intelligence
Occupation
Needs
Personality
Interest
Sex


PERCEPTION
Which of the horizontal lines below is
longer?
Semantic Barriers
Semantics is the study of words and their meaning as well as parts
of language. A semantic barrier happens when words are
misunderstood or misinterpreted.
Semantics are also often exclusive to many and inclusive to a few.
Examples of semantic barriers are:
Different interpretation and vague wording
Slang
Jargon
Accent

Example of Semantics in South Africa
SOUTH AFRICAN SLANG BRITISH STANDARD ENGLISH
Heita, howzit my bra? Hello, how are you?
No, safe and you? Fine thank you and how are
you?
Is it? Ok
My kind schemes I smaak the
cherries too much
My girlfriend thinks I have a
reputation as a ladies man
Nooit, ek s Ok
Naai but I dont grand her joke Well I do not find her very
amusing
COMMUNICATION WITHIN AN
ORGANISATION
Every organisation has a hierarchy. It takes the
form of a pyramid with different levels. The
bottom level is the widest and narrows as it
reaches the top.
There are three official lines of communication.
Example of hierarchy

Official lines of communication
Upward vertical communication
employees from the lower level communicate
to the higher level.
Downward vertical communication higher
level employees communicate with those in
lower levels.
Horizontal lines of communication this is
communication between employees on the
same level.

What is leapfrogging?
Leapfrogging is the action of skipping the
level directly above you and going taking
matters straight to a higher level without
following the correct lines of communication.
The disadvantage of this action is that it
shows a complete lack of respect and
disregard for the position of the person/s who
were overlooked (skipped).
Unofficial lines of communication
Official lines do not exist, resulting in the
spreading of rumours and gossip.
Employees speak to anyone on any level.
Fastest means of communicating.
Advantages and Disadvantages of
Unofficial lines of Communication
Advantages Anyone in the organisation
can communicate with anyone. This keeps
everyone informed.

Disadvantages Information cannot always
be trusted and may, therefore cause
problems.