COS105X

COM105X

COMMUNICATION THEORY
 PURPOSE

This study unit serves to equip

the student with the theory
underlying the communication
process
 LEARNING OUTCOME

At the end of this study unit, students should be

able to describe the communication process with
an aid of a model, identify different purposes of
communication in given situations, and identify
possible barriers to communication.
Explain relationship between verbal and
nonverbal communication.
Explain the functions of nonverbal code
 INTRODUCTION

• Communication is the process of creating

meaning between two or more people through the
expression and interpretation of messages.
• Human beings are so accustomed to
communicating with the people around them that
they tend to take the process for granted, yet
communication is a complex process and needs to
be understood if meaning is to be successfully
shared.
• Once the student understands “how” the process
works, he/she will be able to improve his/her
communication and improve on his/her
competencies as an Auditor.
THE COMMUNICATION PROCESS

FEEDBAC SENDER
K • ENCODIN
G
• RESPONSE • CODE

AUDIENC
E
MESSAGE
(RECEIVE
• MEDIUM
R)
• DECODES
 ELEMENTS IN THE COMMUNICATION
PROCESS
• Sender - this is the person who initiates communication. The sender is the
source, or the communicator or the encoder.
• Encoding - it is the act of making an idea accessible to others.
• Code - it is a set of symbols which, when combined and used according to
the rules agreed upon by the users, conveys meaning. Like language. Any
language spoken or written is referred to as verbal code.
• Message - it is the meaning content or subject matter.
• Medium - the message is conveyed through a medium. The medium serves
as the vehicle which carries or transports the message.
• Audience - the receiver is the person to whom the sender directs the
message
• Decoding - this is the process of an audience receiving , interpreting and
understanding the coded message.
• Feedback - it is the audience’s response to the message.
COMMUNICATION CONTEXTS

Intrapersonal Interpersonal
communicatio communicatio
n > it is n > it occurs
communication between two
within oneself. people.

Small group
Public
communicatio
communicatio
n > it is
n > it refers to
communication
public speaking
that takes place
and occurs in
among people
public rather
who work
than in private
together.
 COMMUNICATION BARRIERS

• Instead of understanding during the

communication process, most often a
communication breakdown or
misunderstanding occurs.
• The causes of these misunderstandings
are referred to as barriers.
• Barriers can affect speaking, reading,
listening and writing.
• Five categories of barriers are identified:
• Perceptual barriers
• Language barriers
• Physical barriers
• Physiological barriers
• Psychological barriers
 PERCEPTION BARRIERS

• Perception is the process of selecting and

organizing information gained through the
senses so that information can make sense.
• Since information is selective, two people may
witness the same event, but their perception of
the event may differ.
 CULTURAL BACKGROUND

• People of a specific culture have shared

values and beliefs, shared rules of
conduct, and shared symbolic code like
language.
• Such shared knowledge give them a
sense of belonging. No two cultures are
alike in terms of their cultural practices.
• When people perceive the practices of
others in terms of their own cultural
practices this may result in
ethnocentrism, which is a tendency
to perceive their culture as being
superior.
• The assumption to see members of
other cultures as being alike is called
ST
ER
EO
TY
PI
N
G
 PAST EXPERIENCE

• Perception is learnt through past

experience.
• People will perceive the same
situation differently due to
perception.
• For instance, someone who was
bitten by a dog as a small child will
not view a dog as a trustworthy
animal as an adult. This will
influence the way in which he/she
will communicate where dogs are
part of the discussion.
 SELECTION AND SELECTIVE
HEARING

• People would normally select

that which they are interested
in or want to attend to.
• For instance, if you are a keen
fisherman, you will tend to
notice a small display of fishing
equipment in a shop window,
whereas someone who is not
keen on fishing, will not even
notice the display. Your
perception of that shop will
therefore also be different to
that of someone else.
MASLOW
NEEDS

• You are influenced by your

physical as well as
psychological needs.
• Maslow theorised that people
are motivated by universal
human needs.
• When lower level needs
remain unsatisfied, it is very
difficult to motivate people by
appealing to their higher-level
needs.
• For instance, if a person is
very hungry (physical need
not met) it is difficult to
motivate that person by
appealing to the need for
achievement such as
 EDUCATION

Lawyer
• Who to
sue?
• Education and intelligence
play a major role in
moulding a person’s
perceptions.
• A doctor, a mechanic, a
police officer and a
journalist will perceive the Police
Journalist • Who is
same car accident from EMS
• Is this a guilty?
different points of view story? • Any
injuries?
 LANGUAGE BARRIERS

• Meaning - if the meaning understood by the audience differs from

the meaning intended by the sender, miscommunication results.
• Jargon - when communicators use jargon, there will be
miscommunication.
• Difficult words - using words that are too complex for the
intended audience causes barriers.
• Insensitive use of language - the use of discriminatory words
on gender or racial grounds will lead to anger or resentment.
• Pronunciation - Incorrect pronunciation can confuse the
audience.
• Incorrect grammar - the use of wrong grammar rules can
cause confusion or distraction.
• Long sentences - the use of long sentences can cause
confusion
• Spelling; errors of spelling in documents - can cause
misunderstanding.
 PHYSICAL BARRIERS

These are external environment factors, when people

make noise in the corridor while others are trying to
work in their office

Noise by construction vehicles

Stuffy atmosphere in the classroom
Hard uncomfortable seats
Unbearable hit in a classroom
Untidy document
Very small letters on an assignment
A presenter’s untidy appearance
 VERBAL AND NON-VERBAL CODE

• Verbal communication is any communication

involving words, thus includes spoken words
and the code used in verbal communication is
language, whilst
• Non-verbal communication complements
verbal communication and can be anything
from a gesture to facial expression to clothing
etc.
 NON-VERBAL COMMUNICATION

• Proxemics - This refers • Facial expressions,

to use of spacing to Emotions expressed by
communicate, like human faces,
intimate zone, personal happiness, sadness,
zone, social zone and fear, surprise, anger
public zone.
and disgust.
• Kinesics - is the • Voice, vocal qualities
study of body are pitch, tone, pace,
movement e.g. projection and
gestures, posture. inflection.
• Clothing and physical • Gaze. It can be used to
appearance e.g. regulate or monitor
cleanliness, grooming, interactions.
hairstyle
PROXEMICS
KINESICS
 SUMMARY

• Verbal communication is communication

using words (written or spoken).
• Non-Verbal communication is
communication without words.
• Non-Verbal codes are used for three
functions:
• To express meaning
• To modify verbal messages, and
• To regulate the flow of interaction
 REFERENCE LIST

1. Cleary, 2014. Communication. A Hands-on Approach. 2nd

Edition ed. Lansdowne: JUTA.

2. Kritzinger, L. E., 2008. Corporate Communication. Getting the

message across in business. 2nd Edition ed. Paarl: Van Schaik
Publishers.
QUESTIONS