Communication N4 Revision Interpersonal Relationships and Social Interaction

Communication N4 Revision

1.1.1 When Maki tells John that she cannot find the file he is looking for, he frowns.
Which ONE of the following options best represents this scenario?
A. Non-verbal communication
B. Verbal communication
C. Facial expression
D. Kinesics

Answer: C – Non-verbal communication

1.1.2 Maki left a voicemail message on John’s cell phone because she could not get hold of him.
Which ONE of the following options best represents this situation?
A. Direct verbal communication
B. Indirect verbal communication
C. Direct oral communication
D. Indirect oral communication

Answer: D – Indirect oral communication

1.1.3 “Morning. It is so hot today I wish it would rain.”
Which type of communication is represented by this expression?
A. Direct communication
B. Phatic communication
C. Non-verbal communication
D. Proxemics

Answer: B – Phatic communication

Scenario for questions 1.1.4 – 1.1.7:
Mr. Mudau is a lecturer for the subject of communication at a college. He asks his students what communication is. Taki, who is one of the students, stands up and says: “It is when people are having a conversation, sir!” While Taki was talking, a helicopter passed over the class.

1.1.4 Identify the option that best represents the sender.
A. Taki
B. Mr. Mudau
C. Students
D. The communicator

Answer: B – Mr. Mudau

1.1.5 Identify the medium that was used.
A. Voice
B. Oral
C. Indirect
D. Noise

Answer: A – Voice

1.1.6 Identify the option that best represents the receiver of the message.
A. Taki
B. Mr. Mudau
C. Students
D. Lecturer

Answer: C – Students

1.1.7 Identify the option that represents the barrier caused by the helicopter.
A. Internal
B. Physiological
C. Noise
D. Physical

Answer: D – Physical

1.1.8 Which ONE of the following options is a factor that influences communication?
A. Non-verbal communication
B. Personality
C. Reference group
D. Individuality

Answer: B – Personality

1.1.9 Thinking what to do in a specific situation is an example of which category of communication?
A. Intrapersonal
B. Interpersonal
C. Verbal
D. Non-verbal

Answer: A – Intrapersonal

1.1.10 Which ONE of the following options best represents face-to-face communication?
A. The manager talking to a client in the office.
B. Watching a music programme on television.
C. Writing a report to the manager.
D. Listening to a news broadcast on the radio.

Answer: A – The manager talking to a client in the office.

1.1.11 Peter and Maki are discussing about the test they will write tomorrow.
Which category of communication is represented by this statement?

A. Mass communication
B. Interpersonal communication
C. Intrapersonal communication
D. Extra personal communication

The answer is: B. Interpersonal communication

1.1.12 The SRC president is addressing students in the hall. They cannot hear him/her because of the noise from the lawn mower outside.
This is an example of … barrier.

A. Semantic
B. Gatekeeping
C. Physical
D. Physiological

The answer is: C. Physical

1.1.13 When a mother sees her baby whom she did not see for a long time, she smiles.
Which type of communication is represented here?

A. Non-verbal
B. Verbal
C. Facial expression
D. Written

The answer is: A. Non-verbal

1.1.14 Which ONE of the following options best represents the elements of communication?

A. Sender, message, channel, receiver, source
B. Sender, message, receiver, feedback, listening
C. Communicator, sender, message, channel, receiver
D. Sender, message, channel, receiver, feedback

The answer is: D. Sender, message, channel, receiver, feedback

1.1.15 Maki is going to an interview tomorrow. She is thinking about what to wear for the interview.
Which category of communication is represented here?

A. Interpersonal
B. Intrapersonal
C. Extrapersonal
D. Mass

The answer is: B. Intrapersonal

1.1.16 Postures and gestures are examples of which type of non-verbal communication?

A. Kinesics
B. Haptics
C. Proxemics
D. Acoustic semiology

The answer is: A. Kinesics

1.1.17 A politician is addressing an audience in a stadium.
Which distance is maintained by the politician?

A. Intimate zone
B. Personal zone
C. Social zone
D. Public zone

The answer is: D. Public zone

1.1.18 Which ONE of the following is NOT an example of indirect written communication?

A. Newspaper article
B. Press release
C. Personal letter
D. Advertisement

The answer is: C. Personal letter

1.1.19 Which ONE of the following is an example of direct oral communication?

A. News broadcast on radio
B. Talking to a friend on the phone
C. Talking to a friend face-to-face
D. Using a two-way radio

The answer is: C. Talking to a friend face-to-face

1.1.20 Before the sender sends the message to the receiver, the sender has to … the message.

A. Interpret
B. Decode
C. Encode
D. Translate

The answer is: C. Encode

QUESTION

1.2 Explain the following components of the communication process:
1.2.1 Sender
1.2.2 Message
1.2.3 Medium
1.2.4 Feedback
1.2.5 Barrier

1.2.1 Sender
The sender is the person who initiates the communication process by delivering a message. They are responsible for encoding the information into a form that can be understood by the receiver. The sender ensures that the message is clear and conveys the intended meaning.

1.2.2 Message
The message refers to the information, ideas, or thoughts that are being communicated. It can take various forms such as spoken words, written text, or visual symbols. The effectiveness of the communication largely depends on how well the message is crafted and understood.

1.2.3 Medium
The medium is the channel or method through which the message is transmitted from the sender to the receiver. It can be verbal, non-verbal, written, or electronic. Additionally, it includes the way feedback is sent from the receiver to the sender, ensuring a complete communication loop.

1.2.4 Feedback
Feedback is the response or reaction of the receiver to the sender’s message. It allows the sender to understand how the message was interpreted and whether the intended meaning was conveyed. Feedback can be verbal or non-verbal, and it plays a crucial role in ensuring successful communication.

1.2.5 Barrier
A barrier refers to any obstacle that hinders effective communication. This can include physical distractions, language differences, emotional biases, or technical issues. Barriers can distort or block the message, preventing clear understanding between the sender and receiver.

Management Communication N4 Past papers 2022 – 2023

1.3 Give ONE example of each of the components you explained in QUESTION 1.2.

Sender The lecturer, when he asks what communication is, serves as the sender who initiates the process of communication.
Message The question the lecturer gives, asking what communication is, represents the message that is conveyed during the communication process.
Medium The face-to-face interaction or voice used in the conversation is the medium through which the message is transmitted from the lecturer to the students.
Feedback When Taki replies, “It is when people are having a conversation, sir,” this serves as the feedback, where the receiver responds to the sender’s message.
Barrier The telephone ringing during the conversation is a barrier that interrupts the communication process and prevents effective exchange of information.

1.4 Name FOUR factors that influence communication.

Personality: The individual traits of the sender and receiver can influence how messages are encoded and interpreted. For example, an extroverted person may communicate differently from an introvert.

Frame of Reference: This refers to a person’s background, experiences, and values, which can shape their understanding and interpretation of a message.

Reasoning: The ability to think logically and make connections influences how well individuals comprehend and respond to messages.

Emotions: A person’s emotional state can significantly affect both sending and receiving messages. For example, anger or sadness may distort understanding or delivery of information.

1.5 An effective communicator knows how to support their verbal messages with complementary non-verbal signs. Give TWO examples where the sender’s non-verbal communication supports their verbal message.

1 When someone says, “I am pleased to meet you,” while extending their hand to shake the hand of the person they are speaking to, the handshake reinforces the verbal expression of politeness and friendliness.
2 A salesperson who is busy at his desk and says, “How may I help you?” while standing up to face the customer is using body language to show attentiveness and readiness to engage with the customer, supporting their verbal message of offering help.

1.6 The interpretation of non-verbal messages is non-universal. Explain this statement.

This statement means that the same non-verbal message does not always have the same meaning for receivers of the message in different parts of the world. In some cultures, a handshake may be seen as a polite greeting, while in others, it could be viewed as too informal or disrespectful. For example, maintaining eye contact might be seen as a sign of confidence in some cultures but considered rude or confrontational in others. Therefore, non-verbal communication is not interpreted uniformly, as cultural differences play a significant role in how these messages are perceived.

1,7 Differentiate between interpersonal communication and mass communication.

Here’s the differentiation between interpersonal communication and mass communication in a tabular format:

Read the following scenario and answer the questions.
One day Maki arrived late for work. Before she could open her office, her manager who was standing outside his office, which is not Very far from hers, looked at his watch and shook his head and said: ‘Again! In my office, now!’ ‘I will explain, sir!’ said Maki. While they were busy exchanging words, a telephone rings and the manager proceeds to answer the phone.

QUESTION

1.8 Identify the following elements of communication from the above scenario:

1.8.1 Sender: The manager
In the scenario, the manager is the one initiating the communication. As the sender, the manager conveys a message to Maki, aiming to express dissatisfaction with her repeated tardiness. The sender is always the person who starts the communication process by encoding and delivering the message.

1.8.2 Message: “Again! In my office, now!”
This is the actual content of the manager’s communication, conveying frustration and a command for Maki to report to his office. The message here reflects the thoughts and emotions the sender wants to communicate to the receiver (Maki), and it shapes the tone of the interaction.

1.8.3 Medium: Voice or face-to-face
The medium is the channel through which the message is delivered. In this case, the message is communicated verbally through direct speech, and the communication happens face-to-face. A face-to-face medium allows for immediate interaction and the use of both verbal and non-verbal cues.

1.8.4 Feedback: “I will explain, sir!”
Maki’s response serves as feedback, which completes the communication loop. Her words indicate that she has received the message and is ready to explain her tardiness. Feedback is crucial in communication because it helps the sender know whether the message has been understood and allows the conversation to continue effectively.

1.8.5 Receiver: Maki
Maki is the receiver of the message. As the person to whom the message is directed, she decodes the message, processes its meaning, and provides a response. The receiver plays a key role in ensuring that communication is successful by interpreting and responding to the message accurately.

1.8.6 Barrier: When the telephone rings
The ringing telephone acts as a barrier to effective communication. Barriers are obstacles that interrupt or hinder the flow of communication. In this case, the ringing phone distracts the manager and potentially disrupts the conversation, preventing clear and continuous communication between the manager and Maki.

QUESTION

Give TWO examples of non-verbal communication from the scenario.

1 When the manager looked at his watch
The manager checking his watch is a non-verbal cue that indicates displeasure or impatience with Maki’s lateness. It sends a strong message without words, suggesting that the manager is aware of and concerned about the time.

2 When the manager shook his head
Shaking the head is another non-verbal gesture that shows disapproval or disappointment. In this context, it emphasizes the manager’s frustration with Maki’s repeated tardiness, reinforcing the message he is about to deliver verbally.

QUESTION

Differentiate between verbal and non-verbal communication and give ONE example of each.

Verbal communication involves the use of words, either spoken or written, to convey a message. It relies on language to share information, thoughts, and ideas between the sender and receiver. Verbal communication can be direct and explicit, allowing for immediate feedback and clarification.
Example: Talking to someone on the phone, where spoken words are used to share information.

Non-verbal communication refers to communication that occurs without words, using body language, gestures, facial expressions, tone of voice, and other visual cues to express meaning. Non-verbal communication can complement or contradict verbal communication, and it often conveys emotions and attitudes.
Example: Waving a hand to greet someone, where the gesture alone sends a message of friendliness or acknowledgment without using words.

QUESTION

State FOUR importance of effective communication.

1 To provide, obtain, or exchange information
Effective communication is essential for the clear exchange of information. It allows individuals to share accurate facts, ideas, and data, which helps in decision-making, problem-solving, and staying informed. Whether in a workplace or personal setting, exchanging information smoothly is key to success.

2 To form or maintain healthy relationships
Communication is the foundation of relationships. Through open and effective communication, individuals can build trust, understanding, and emotional bonds. Good communication helps resolve conflicts and fosters stronger, healthier connections between people, whether in personal or professional settings.

3 To persuade others to think or act the way you do
Persuasive communication is important when influencing others. By communicating effectively, a person can convince others to adopt a certain viewpoint or take specific actions. This is especially useful in leadership roles, marketing, and teamwork, where alignment and cooperation are needed.

4 To make decisions about what you think and what you do
Effective communication provides the necessary information and insights that help individuals make informed decisions. By understanding the message clearly and receiving feedback, people can assess situations more accurately, plan actions, and decide on the best course of action.

5 To express yourself and your ideas to others
Communication is the primary way people express their thoughts, emotions, and ideas. Whether in conversations, meetings, or creative outlets, effective communication ensures that your ideas are understood by others and can lead to productive discussions, collaborations, and creative outcomes.

QUESTION

Define the term communication.

Communication is a two-way process in which information (the message) is sent from one person (the sender) to another (the receiver) through a channel (medium). The process involves encoding the message by the sender, transmitting it, and then decoding it by the receiver, who reacts by providing feedback. Feedback ensures that the sender knows whether the message was understood as intended. .

QUESTION

State the advantages of effective listening.

• It provides a means of acquiring knowledge: Effective listening helps in understanding new information and gaining insights, which is crucial for learning and decision-making.
• It improves interpersonal relations: By listening attentively, individuals can build trust and strengthen relationships, leading to better cooperation and communication.
• It prevents misunderstandings: Paying close attention to what is being said helps in avoiding confusion and misinterpretation of the message.
• It saves time and money by improved efficiency and problems can be identified and dealt with in good time: Effective listening allows for quicker identification of issues and implementation of solutions, resulting in smoother operations and cost savings.
• It makes for good public relations and client service resulting in goodwill and increased business: In business, listening effectively to clients and the public fosters positive relationships, leading to customer satisfaction and loyalty.

QUESTION

Define the term phatic communication and give TWO examples.

Phatic communication refers to the use of words to convey feelings rather than specific content or meaning. It is often used in social interactions to create a comfortable atmosphere rather than to exchange important information.

Examples:

• When one says “Good morning”: This phrase is used to greet someone, creating a positive social interaction without conveying any deep meaning.
• When one says “It is very hot today”: This comment is often used to initiate small talk or acknowledge the environment, rather than to inform the listener about the weather itself.

QUESTION

List Roman Jakobson’s SEVEN elements of language according to which effective verbal communication takes place.

• Sender: The person or entity who initiates the communication by sending a message.
• Message: The content or information that the sender wishes to convey to the receiver.
• Receiver: The individual or group to whom the message is directed and who interprets the message.
• Feedback: The response given by the receiver to the sender, indicating whether the message was understood.
• Medium/Channel: The means by which the message is transmitted, such as verbal speech, writing, or digital communication.
• Code: The system of signs, language, or symbols used to construct the message, such as words, grammar, or gestures.
• Barriers/Noise/Interference: Any obstacles or disruptions that may hinder the message from being properly received, such as background noise, misunderstanding, or technological issues.

QUESTION

List the effects of poor communication.

• Dissatisfied clients: Poor communication can lead to misunderstandings or unmet expectations, resulting in clients feeling unhappy or frustrated with the services or products provided.
• Unhappy employers: When communication is unclear, employees may become dissatisfied due to confusion, lack of direction, or feelings of being undervalued.
• Low productivity: Miscommunication can cause delays, errors, and inefficiencies in the workplace, ultimately reducing the overall output and effectiveness of employees.
• Poor service: Poor communication affects the quality of service provided to customers, as employees may not fully understand the clients’ needs or fail to deliver appropriate solutions.
• Decrease in profits: Ineffective communication can lead to financial losses as a result of poor service, dissatisfied clients, and lower productivity, which directly impacts the company’s bottom line.
• Bad public image: When communication failures occur, it can lead to negative perceptions of the company or organization, harming its reputation and public relations.

QUESTION

Tabulate the FOUR zones that are used in communication and include the distance that is maintained in each zone.

Choose an item from COLUMN B that matches an item in COLUMN A.

QUESTION

There are three different categories of communication. Write a short paragraph explaining the difference in definition between intrapersonal and interpersonal communication and provide an example of EACH.

Intrapersonal communication occurs within an individual, such as when someone reflects on their thoughts or talks to themselves. For example, when a person writes down their thoughts in a journal. Interpersonal communication, however, happens between two or more people. An example of this would be a conversation between two friends discussing their weekend plans.

QUESTION

During interpersonal communication, the direction or the flow of communication plays an important role. Which direction will ensure effective communication in each case below?

1 The new cashier at the pizza shop discusses her transport problems with a colleague who is also a cashier.
In this case, horizontal communication ensures effective communication because it involves two colleagues on the same level discussing an issue.

2 The owner of the pizza shop notifies the chef of a shift via SMS.
Here, vertical downward communication is most effective, as it involves the owner, a superior, passing information down to a subordinate, the chef.

QUESTION

Colour is a very specific form of non-verbal communication. The owner of the pizza shop decided to use a lot of red and yellow in his shop. Why would he choose these colours?

The owner likely chose red and yellow because red symbolizes passion, power, and action, which attracts attention, while yellow represents warmth, happiness, and friendliness, making the shop more inviting to customers.

QUESTION

Effective listening skills are extremely important in any industry, but even more so in the hospitality industry where everything is focused on customer service. List the THREE different types of listening.

The three types of listening are:

• Attentive listening
• Appreciative listening
• Critical or analytical listening

1.6 Discuss basic effective listening skills with specific reference to posture, face, and voice.

Effective listening involves:

Posture Maintaining an open and engaged posture is essential for effective listening. This involves facing the speaker directly, leaning slightly forward to show interest, and keeping your arms uncrossed. Such a posture signals attentiveness and openness, creating a welcoming environment for the speaker to express themselves. It shows that the listener is not only hearing the words but is fully engaged in the conversation.

Face Facial expressions play a vital role in conveying active listening. A calm and neutral facial expression, which subtly reflects the speaker’s emotions, can help create an atmosphere of empathy and understanding. Avoid exaggerated expressions, as they can seem disingenuous or distracting. Instead, allowing your face to naturally mirror the tone of the conversation shows that you are emotionally connected to what the speaker is saying.

Voice Voice cues are another important component of effective listening. Offering subtle verbal responses such as “Yes,” “I see,” or “Really?” demonstrates that the listener is following along and processing the information. These cues encourage the speaker to continue without feeling rushed or interrupted. It’s important, however, to avoid interrupting or finishing the speaker’s sentences, as doing so can disrupt the flow of communication and signal a lack of patience or attentiveness.

QUESTION

Choose a term from THE LIST BELOW that matches a description in COLUMN A.

QUESTION

Indicate whether the following non-verbal communication is in conflict with or in support of the verbal communication in each scenario:

1 Sitting on your colleague’s lap: This non-verbal action conflicts with verbal communication in most professional settings, as it may convey inappropriate intimacy or disregard for personal space, which might not align with typical work communication norms.

2 Hugging someone when they shout at you: This non-verbal action conflicts with the verbal communication of anger or frustration (shouting). Hugging conveys comfort or affection, creating a contradictory message.

3 Slouching while saying that you are excited: This non-verbal action conflicts with the verbal communication. Slouching usually indicates disinterest or fatigue, which contradicts the verbal expression of excitement.

QUESTION

Objective and Subjective Statements

• Objective statements are based on factual information that can be measured, observed, or verified. They are not influenced by personal opinions or feelings.
• Subjective statements are based on personal opinions, feelings, or beliefs, and they vary from person to person. These statements cannot be proven true or false through factual evidence.

Indicate which of the following statements are objective and which are subjective:

1 It is better to live in Bloemfontein than in Mbombela.
This is a subjective statement because it is based on personal preference or opinion about which city is better to live in.

2 Men are on average taller than women.
This is an objective statement because it can be supported by statistical data and factual evidence that, on average, men tend to be taller than women.

3 Having pets is a big responsibility.
This is a subjective statement because the perception of responsibility varies from person to person. What one person sees as a big responsibility may not be the same for another.

4 I have three cats of my own and they are very easy to take care of.
This is a subjective statement because it reflects the speaker’s personal experience and opinion on how easy it is to take care of their cats.

QUESTION

Define paralinguistics.

Paralinguistics refers to how words are spoken by using voice qualities such as tone, tempo, rhythm, and accent to add meaning to the words. Our speech can be made more interesting and effective by changes in pace, rhythm, tone, accent, and emphasis.

QUESTION

In 1960, Roman Jakobson developed a communication model in which he referred to specific elements. Briefly explain the following elements and give an example of each:

1 Medium
The medium is the physical way in which the message is transferred, e.g., spoken, direct written, or face-to-face. The medium can be direct and indirect, oral or written, or non-verbal.
Example: Telephone calls and emails are examples of different mediums used to send messages.

2 Code
The code is the format used to encode the message, which the receiver also understands. It involves the system of signs or symbols used in communication.
Example: Using English as the language to encode a message in an email is an example of a code.

3 Barrier
A barrier is anything that prevents successful communication from taking place. It obstructs the message and hinders effective communication.
Example: Noise interference on a phone call can act as a barrier to clear communication.

QUESTION

Name TWO factors that have an influence on mass communication.

1. Uncertain Reception
   Uncertain reception refers to the unpredictability or variability in how messages are received and interpreted by different audiences. This can be influenced by several factors such as the audience’s prior knowledge, interests, cultural background, and personal experiences. Because mass communication targets a broad and diverse audience, the reception of the message can vary significantly. For instance, a television advertisement might be understood differently by viewers from different age groups or cultural backgrounds, leading to varying responses and effectiveness of the message.
2. Quality of the Medium
   The quality of the medium refers to the effectiveness and clarity of the communication channel used to deliver the message. High-quality mediums enhance the likelihood that the message will be received and understood as intended. Factors affecting the quality of the medium include the technical reliability (e.g., clear video and audio in broadcasts), the accessibility of the medium to the intended audience, and the appropriateness of the medium for the message content. For example, a well-produced TV commercial with high-definition visuals and clear sound is more likely to capture the audience’s attention and convey the intended message effectively compared to a poorly produced one.

QUESTION

Sheldon is the co-owner of a company. He buys a newspaper and reads it on the train. His competitors have placed an advert, showing that they are selling the same product as his company at a 50% discount. His first reaction is shock.

Identify each of the following in the given scenario:

1 Sender
Answer: Competitors
The sender is the entity that creates and sends the message. In this case, the competitors are the ones who placed the advertisement.

2 Receiver
Answer: Sheldon
The receiver is the individual or group who receives and interprets the message. Sheldon, as the co-owner of the company, is the one reading the advertisement.

Message
Answer: 50% discount on their product
The message is the content or information conveyed through the communication. Here, the message is the offer of a 50% discount on the product.

4 Code
Answer: Written English
The code is the system of symbols or language used to encode the message. In this scenario, the message is written in English.

.5 Channel
Answer: Advertisement in a newspaper
The channel is the medium through which the message is transmitted. In this case, the message is delivered through an advertisement in a newspaper.

1.1.6 Feedback
Answer: Sheldon is in shock
Explanation: Feedback is the response or reaction from the receiver to the message. Sheldon’s reaction of shock is his feedback to the information he received.

QUESTION

Indicate whether each of the following situations is exemplary of effective communication or ineffective communication. Give a suggestion to improve each situation characterized by ineffective communication.

1 The campus manager scolds a lecturer in front of students for filling in the record sheet incorrectly.
Ineffective

Scolding someone in front of others can be humiliating and counterproductive. It can damage relationships and decrease morale.
Suggestion for Improvement: The campus manager should address the issue privately with the lecturer to correct the mistake without causing embarrassment or discomfort. This approach fosters a more respectful and supportive environment.

2 A salesperson receives an email from a potential customer in another country. It is in English, but uses unfamiliar words and phrases. The salesperson does not make much sense of the message and decides to ignore it.

Ineffective – Ignoring a message can result in lost opportunities and misunderstandings. Proper communication involves addressing and clarifying issues.
Suggestion for Improvement: The salesperson should send a return email to the customer asking for clarification on the unfamiliar terms or phrases. Alternatively, they could consult a supervisor or colleague for assistance in understanding the message.

3 The college is going to offer a new course in two months’ time. The HOD invites all staff to a meeting to explain the change and discuss how it will be done.
Effective – The HOD’s approach is effective as it involves direct communication with staff, providing the opportunity for explanation and discussion, which helps ensure that everyone is informed and has the chance to ask questions.

QUESTION

Which category of communication is involved in each of the following scenarios?

1 The campus manager notifies all lecturers of an important decision via SMS.
Category: Mass communication
This scenario involves mass communication because the message is sent to a large group (all lecturers) using a broad communication channel (SMS).

2 A new intern discusses her relationship problems with a colleague.
Category: Interpersonal communication
This scenario involves interpersonal communication as it involves a one-on-one conversation between two individuals sharing personal concerns.

QUESTION

How can the sender of a mass communication message find out whether the delivered message was effective?

1 The message will reach the intended audiences.
Confirming that the message has reached the target audience is a fundamental step in assessing effectiveness. If the audience has not received the message, it cannot be effective.

2 The message will have the desired effect.
Evaluating whether the message achieves its intended outcome or influence is crucial in determining its effectiveness.

3 The recipients will respond.
Monitoring responses from recipients can indicate whether the message was understood and engaged with.

4 The recipients will give positive feedback.
Positive feedback from recipients shows that the message was received well and had a favorable impact.

5 The recipients will change their behavior.
A change in behavior among recipients as a result of the message indicates that it was effective in influencing actions or attitudes.

6 The recipients may choose to spread the message.
When recipients share the message with others, it suggests that they found it valuable and effective.

7 There could eventually be changes at policy level.
Effective mass communication may lead to changes in policies or practices if the message has a significant impact.

Penny is tired and pressed for time. She keeps on saying ‘uh-huh’ and ‘okay’ while listening to the last client for the day.

What is this type of communication called?

Filler sounds
The repeated use of “uh-huh” and “okay” while listening is an example of filler sounds. These are verbal elements used to fill gaps in conversation and indicate that the listener is paying attention, though they can sometimes signal impatience or distraction.

Do you think this noise is affecting the communication? Why?
Yes – The sounds might make her (Penny) seem impatient and the client might experience the conversation negatively. Filler sounds can convey a lack of interest or attentiveness, potentially affecting the client’s perception of the conversation.