MODULE 1 BASIC COMMUNICATION PRINCIPLES 1 The importance

MODULE 1: BASIC COMMUNICATION PRINCIPLES

1. The importance of effective communication 1. 1 Why effective communication is important in the workplace? Effective communication enables the performance of the ff. communication tasks: • Obtain accurate information • Provide accurate information to others. • Provide efficient service to clients. • Negotiate deals. • Tackle problems logically. • Prevent and handle conflict situations. • Ensure effective team work. • Conduct successful meetings. • Reduce queries, and complaints. • Promote a good public image. NB: The student should be able to: • List the REASONS why effective communication is important in the workplace

1. 2 Advantages of effective communication in the workplace Effective communication in the workplace provides the ff. advantages: • Establish sound interpersonal relations with colleagues and clients. • Creates positive attitude towards work and the workplace. • The staff feel motivated. • Increase productivity. • Clients are satisfied and return to do more business. • The company’s financial and social goals are achieved. Note: The students should name the advantages or benefits of effective communication

2. The communication process 2. 1 Definition of the communication process Communication is a two-way process within a context where information (message) is encoded and sent from one person (sender or source) through a channel (medium) to another person (receiver), who decodes the message and gives feedback (response). Note: The students should identify the elements that are involved in the communication process

2. 2 The elements of the communication process The sender: The person WHO wishes to communicate a message. This person encodes the message and sends it to the receiver. The message: WHAT the sender wishes to say, ask, instruct, comment, reply, etc. The medium (channel): HOW the message is sent. The medium can be direct or indirect, oral or written or non-verbal. The receiver: The person to WHOM the message is sent. This person must decode the message and react to it. Encoding and decoding: The sender puts the message into a code, e. g. Language or a gesture (body language) and sends it to the receiver who decodes (interpret) it. The feedback: WHAT the result is. It is the message the receiver sends back in reply to the sender. Noise: Is also known as interference or barriers. These are factors within the context that can influence the effectiveness of communication and can occur at any stage in the process.

3. Communication model: The communication diagram (it incorporates all the elements in a simplified way and shows how they interact with one another)

4. Categories of communication Intrapersonal communication: Is communication within yourself Interpersonal communication: Is communication between two individual people, between people within a small group, or between two small groups. Mass communication: Information sent via the sender to a wide audience. Extrapersonal communication: Communication between a person and a lifeless object or a plant or an animal.

4. 1 INTRAPERSONAL COMMUNICATION The students should be able to: • Define the main forms of intrapersonal communication: - Meditating - Reflecting - Making judgements - daydreaming

4. 2 INTERPERSONAL COMMUNICATION The students should be able to: • Define ‘interpersonal communication’ • Differentiate between intrapersonal communication and interpersonal communication (table format). • Identify the types of interpersonal communication

4. 3 MASS COMMUNICATION The students should be able to: • Define the term ‘mass communication’ • Distinguish between mass communication and other forms of interpersonal communication • Name factors which will have an influence on mass communication • Identify effective mass communication

4. 4 EXTRA-PERSONAL COMMUNICATION The students should be able to: • Define ‘extra-personal communication’ • Provide examples of extra-personal communication from personal life and the workplace.

5. Factors that influence communication Personality: Whenever people differ in personality, misunderstandings could occur. Frame of reference: A person’s background of experiences and values which influences how he/she approaches or perceives any matter. Reasoning: To be reasonable means to weigh up all relevant factors before making a decision. Doing this could avoid conflict and confusion in the workplace. Emotions: Emotions affect our communication and can cause barriers. Semantics (meaning): Using a phrase or word that the other person either does not know or to which they attach different meaning, can cause confusion and therefore ineffective communication.

6. Interpersonal communication Non-verbal Verbal Written Oral (spoken) Visual semiology Acoustic semiology Tacesic semiology

6. 1 Verbal communication (refers to a spoken or written word) 6. 1. 1 Oral interpersonal communication 6. 1. 2 Written interpersonal communication • Direct oral communication (eye contact) • Direct written communication e. g. face to face conversations , a job interview e. g. personal letter, email, SMS or Whats. App message • Indirect oral communication (no eye contact) • Indirect written communication e. g. telephone conversation e. g. sales letter, brochure, newspaper article

6. 2 Non-verbal communication: • Proxemics • Graphic representation • Paralinguistics • Filler sounds • Music • silence • Colour coding 6. 2. 3 Tacesics • Kinesics 6. 2. 2 Acoustic semiology 6. 2. 1 Visual semiology (transfer of information without using verbal language)

Kinesics (bodily movements) Kinesics or body language, is face-to-face communication that depends on the movement of the face and body. • Facial expressions (e. g. eye contact, nods, smiles, etc. ) • Gestures (use of hands and arms) • Posture (how we carry our bodies)

Proxemics: (the use of distance) Four main territorial zones: Public zone (3 metres and more) Social zone (1 -2 metres) Personal zone (half – 1 metre) Intimate zone (0 - half metre)

Signs and symbols

6. 2. 4 Cultural relativity in non-verbal communication: (a position that states we must understand individuals in the context of their own culture) Non-verbal code More reserved Less reserved Proxemics (use of space) • Intimate zone is regarded as very personal. People feel uncomfortable if invaded by a stranger • More comfortable with sharing the intimate space Expect to keep eye contact Expect people of lower status to remain standing until invited to sit down. • Eye contact is considered disrespectful when talking to an older person Expect a person to sit down first, placing himself in a humble position. Mainly reserved for loved ones Allow for cordial handshake in the work environment • • Kinesics (facial expressions, gestures and posture) • • Tacesics (use of touch ) • • A prolonged, softer and gentle handshake is a sign of respect. Holding hands in public place is acceptable even between friends.

8. Listening skills 8. 1 Improving listening skills The following guidelines should be used: • Listen to the speaker • Identify the purpose of the conversation • Summarise briefly what the speaker has said • Take notes • Encourage the speaker • Neutralise your feelings

8. 2 Types of listening skills • Attentive listening • Critical listening • Appreciative listening

8. 3 The importance of listening • It helps to acquire knowledge. • It helps to improve interpersonal relations. • It prevents misunderstandings. • It improves efficiency. • It creates good public image.