Management Communication N4 | Communication Principles | Revision 1

Question
Identify and explain the THREE missing elements in the communication model above.

1. Encoding: This is the process where the sender prepares the message by deciding what to communicate and how to express it. The sender must consider the clarity, tone, and structure of the message to ensure effective communication.
2. Medium/Channel: This refers to the method used to transmit the message from the sender to the receiver. Communication can take place through various channels, such as verbal (face-to-face conversations, phone calls) or non-verbal (written messages, body language, television, or radio). Choosing the right channel is crucial for the message to be understood effectively.
3. Barriers: These are obstacles that prevent the message from being received as intended. Barriers can be physical (such as noise or poor signal), psychological (such as stress or emotions), or language-related (such as jargon or different languages). If barriers exist, communication may become distorted or misunderstood.

Question
Distinguish between verbal and non-verbal communication. Provide examples for each.

• Verbal Communication refers to the use of words to convey a message, either in spoken or written form. Examples include conversations, speeches, emails, and letters. Effective verbal communication ensures clarity and prevents misunderstandings.
• Non-Verbal Communication involves conveying messages without the use of words. This includes gestures, facial expressions, posture, body language, symbols, and even clothing. For example, a thumbs-up sign can indicate approval, while a frown may signal disapproval. Non-verbal cues often reinforce or contradict verbal messages.

Question
Non-verbal communication is particularly important when dealing with customers.

(a) Provide practical examples of body language that could offend a customer.

• Lack of eye contact: Avoiding eye contact can make a customer feel ignored, unimportant, or that the salesperson is being dishonest or disinterested.
• Folding arms across the chest: This posture can come across as defensive or unapproachable, making the customer feel unwelcome.
• Slouched posture (leaning back): A lazy or uninterested posture may suggest a lack of professionalism or enthusiasm, which can discourage the customer from engaging further.

(b) Provide practical example of the effective use of tempo and pitch when speaking to customers.

• A salesperson should maintain a moderate pitch—not too high or too low—to sound calm and professional. A pitch that is too high may come across as nervous, while one that is too low may seem disinterested.
• The tempo (speed of speech) should also be balanced—not too fast, as it can be difficult to understand, and not too slow, as it may appear dull or unengaging. Speaking clearly and at a natural pace ensures effective communication with customers.

Question
Explain REASONING as a factor that could affect communication.

• Reasoning is the ability to think logically, analyze information, and form conclusions. It plays a crucial role in communication because individuals must process and understand the message before responding. Poor reasoning skills can lead to misunderstandings or misinterpretations, while strong reasoning abilities help ensure that messages are clear, logical, and relevant to the discussion. Effective communication depends on both the sender and the receiver being able to think critically and interpret messages correctly.

Give ONE word/term for each of the following descriptions by choosing a word/term from the list below:

Choose from the following:
phatic communication, kinesics, graphics, para-linguistics, acoustic semiology, proxemics, tacesics, visual semiology

Question

What is the term for body language, including eye contact, hand gestures, and posture?

Answer: Kinesics
Kinesics refers to the study of body movements, gestures, facial expressions, and posture as a form of communication. It is a crucial aspect of non-verbal communication, as body language can convey emotions, attitudes, and intentions without the use of words. For example, maintaining eye contact can indicate confidence and attentiveness, while crossing arms may suggest defensiveness or discomfort.

Question

What is the study of space and distance in communication called?

Answer: Proxemics
Proxemics is the study of how people use space in communication. It examines personal space, territoriality, and the physical distance between individuals during interactions. Different cultures have varying norms for personal space; for example, in some cultures, standing close while talking is considered normal, while in others, it may be seen as intrusive. Proxemics helps us understand comfort levels in different social settings, such as personal, social, and public distances.

Question

What is the study of sound in communication known as?

Answer: Acoustic Semiology
Acoustic semiology refers to the study of sound and how it conveys meaning in communication. It involves analyzing different aspects of sound, such as pitch, tone, volume, and rhythm, to understand their impact on speech and interaction. For example, a speaker using a soft tone might be perceived as calm or uncertain, while a loud and firm tone can indicate confidence or urgency. Acoustic semiology is important in areas such as music, speech therapy, and media studies.

Question

What is the term for communication that involves touch?

Answer: Tacesics
Tacesics is the study of touch in communication. Touch can convey a wide range of emotions and messages, including comfort, dominance, affection, or aggression. For example, a handshake can symbolize respect and professionalism, while a pat on the back can express encouragement. The meaning of touch varies across cultures and social contexts, making it a critical component of non-verbal communication.

Question

What category of communication is used when satellite transmissions reach a global audience?

Answer: Mass Communication
Mass communication involves a sender (such as an organization) using an appropriate medium or channel (often involving complicated technology) to send a message to a large group of people. The message is received simultaneously by a wide audience, but the feedback is indirect and delayed, as individuals typically respond at different times or not at all.

Question

What category of communication is involved when a saleslady explains the company’s refund policy to a client?

Answer: Interpersonal Communication
Interpersonal communication refers to the exchange of messages between two or more individuals or groups. In this case, the saleslady is directly interacting with the client, which is a typical example of interpersonal communication.

Question

What category of communication occurs when Google uses artificial intelligence to predict user preferences?

Answer: Extrapersonal Communication
Extrapersonal communication occurs between humans and non-living objects or non-human life forms. In this example, Google uses artificial intelligence, which is a non-living entity, to predict user preferences based on data input and algorithms.

Question

How does Semantics influence communication?

Answer:
Semantics can be a barrier in communication due to poor language use. For instance, technical language (jargon) or ambiguous language (words with double meanings) can confuse the receiver, especially if they are not familiar with the terms or if the words have different interpretations. This can lead to miscommunication and misunderstanding between the sender and receiver.

Question

How does Reasoning influence communication?

Answer:
Reasoning involves thinking, understanding, and forming judgments through a process of logic. In communication, reasoning affects how the message is interpreted. If the reasoning behind a message is logical and clear, the receiver is more likely to understand and accept it. However, if the reasoning is flawed or unclear, it can result in confusion or misinterpretation, hindering effective communication.

Question

How does Frame of Reference influence communication?

Answer:
A frame of reference refers to a person’s background of experiences and values, which influences how they perceive a message. Since each individual has a unique frame of reference, they may interpret the same message differently. This can lead to varying perceptions of the same situation based on personal beliefs, cultural backgrounds, or past experiences. Understanding someone’s frame of reference is essential for improving communication and reducing misunderstandings.

Read the passage below and answer the questions:

Thabo works as a receptionist at an NPO. Each morning when he arrives at work, his manager enquires, ‘How are you? How was your evening? Thabo
then responds by enquiring whether she had slept well. These seemingly insignificant interactions are called small talk. Once the pleasantries are done,
his manager discusses the duties for the day and Thabo listens attentively.

Question

What is the formal term for small talk?

Answer:
The formal term for small talk is phatic communication (or communion).

Question

Give TWO reasons why small talk is a valuable communication skill.

Answer:

1. Establishing rapport/social connection:
   Small talk helps to build rapport and a social connection between individuals, creating trust and comfort. This is especially important in professional environments for collaboration, networking, or negotiations. A simple exchange of pleasantries can set the stage for more meaningful conversations.
2. Making people feel comfortable:
   Small talk can ease social tension, especially in unfamiliar or uncomfortable settings. It helps people feel more relaxed and at ease, which is essential for positive interactions. It ensures that conversations flow smoothly and people don’t feel awkward or disengaged.

Question

Thabo is an attentive listener.

State TWO facts regarding each of the following:

(a) What makes him an attentive listener?

Answer:

1. He identifies the speaker’s main point:
   Thabo focuses on understanding the core message of the speaker, filtering out unnecessary details. This helps him grasp the main ideas without getting distracted, ensuring he is engaged and can respond effectively.
2. He thinks carefully about how he should react:
   Thabo doesn’t immediately react to what’s said. He takes the time to consider the message before forming his response. This shows that he values the speaker’s message and is thoughtful in his reactions.

(b) What are benefits of good listening skills?

Answer:

1. Gain knowledge and understanding:
   Good listening allows individuals to absorb key information and understand the speaker’s message more deeply. This understanding helps in making informed decisions and solving problems effectively.
2. Improve interpersonal relations:
   Active listening strengthens relationships by showing respect and empathy toward others. It fosters trust and makes people feel valued, which is essential in both personal and professional relationships.
3. Prevent misunderstandings:
   Listening attentively helps avoid miscommunication. It ensures that the listener correctly understands the message and reduces the likelihood of confusion or errors.
4. Improve efficiency:
   Good listening helps people act quickly and effectively by ensuring that instructions, information, or problems are understood from the start. This leads to better time management and increased productivity.
5. Enhance public relations and customer loyalty:
   In customer service, good listening builds strong relationships by making clients feel heard and valued. This leads to higher satisfaction, loyalty, and a stronger reputation for the business.

Question

Thabo sometimes responds with ‘er’ or ‘huh’ when he speaks.

Name and/or complete the following example:

Answer:
Filler sounds
These are non-verbal utterances like “er,” “huh,” or “um,” often used when someone is thinking or needs a moment to collect their thoughts during conversation.

Question

He listens without interrupting when clients are speaking. This shows …

Answer:
Empathy/respect/understanding
Thabo’s behavior demonstrates active listening, showing that he values the speaker’s message. By not interrupting, he respects the speaker and understands the importance of allowing them to express themselves fully before responding.

Question

What does Thabo’s ACCENT convey about him?

Answer:
The place where he is from/where he grew up
Thabo’s accent provides clues about his background and geographical origins, as accents often reflect where someone has lived or been raised.

Question

The tempo of Thabo’s speech means how … he speaks.

Answer:
How fast/slow he speaks
The tempo refers to the speed at which Thabo speaks, which can influence the clarity and effectiveness of his communication. Speaking too quickly or too slowly can impact how well the message is received.