Grade 12
COMMUNICATION
Effective communication has many advantages. In this unit we will investigate the following:
the elements of good communication
the role of verbal and nonverbal communication
the barriers to communication and the influence it may have on the communication process
Please consult your textbook, unit 3, lesson 3.1 – Communication while working through this lesson.
Definitions
Communication skills Verbal and nonverbal behaviour
Nonverbal communication Wordless clues between people E.g. gestures, facial expressions, etc.
Communication
1. Sender
• sending message
2. Coding
• Communication is
6. Feedback theoretical
• acknowledgement • symbols, words,
, paraphrasing, pictures need to
parroting be decoded to
understand
message
5. Decoding
3. Message
• Converts
• Verbal or
message to
nonverbal
understand it
4. Receiver
• Efficiency
depends on
listening ability
Optimi Holdings (Pty) Ltd. Page 1
Reg. no.: 2016/217646/07
, Positive communication depends on several factors. The elements of effective communication are verbal
communication, listening, nonverbal communication and emotional intelligence.
Verbal communication
Effective verbal interpersonal encounter
Greeting Make eye contact Encourages candid
Short introduction of neutral theme conversations
Smile
Friendly attitude
Encouraging Nod, facial expression smile By showing warmth, fears and
words/gestures Bring together parties with mutual aloofness in others are reduced
interests to participate in the discussion
Listening Ask questions to gain insight What is your opinion . . . ?
Open questions are more encouraging
Rather than “Do you agree . . .?
than closed questions
Reflection or feedback Reformulation of the core of the Essential to ensure that the core
conversation of the message is captured.
Re-wording your understanding and
feedback
Summary Final comment may be required to terminate
communication
Listening
Listening is the key to effective communication. To "hear" is not the same as to "listen”. Listening can be divided
into active and passive listening.
Active listening
listening for a purpose,
including gaining information and directions,
understanding others,
solving problems,
sharing interests, and
finding out how other people feel and providing support.
this also includes attention to nonverbal communication.
Passive listening is
listening without reacting
Allowing someone to speak, without interrupting.
Optimi Holdings (Pty) Ltd. Page 2
Reg. no.: 2016/217646/07
COMMUNICATION
Effective communication has many advantages. In this unit we will investigate the following:
the elements of good communication
the role of verbal and nonverbal communication
the barriers to communication and the influence it may have on the communication process
Please consult your textbook, unit 3, lesson 3.1 – Communication while working through this lesson.
Definitions
Communication skills Verbal and nonverbal behaviour
Nonverbal communication Wordless clues between people E.g. gestures, facial expressions, etc.
Communication
1. Sender
• sending message
2. Coding
• Communication is
6. Feedback theoretical
• acknowledgement • symbols, words,
, paraphrasing, pictures need to
parroting be decoded to
understand
message
5. Decoding
3. Message
• Converts
• Verbal or
message to
nonverbal
understand it
4. Receiver
• Efficiency
depends on
listening ability
Optimi Holdings (Pty) Ltd. Page 1
Reg. no.: 2016/217646/07
, Positive communication depends on several factors. The elements of effective communication are verbal
communication, listening, nonverbal communication and emotional intelligence.
Verbal communication
Effective verbal interpersonal encounter
Greeting Make eye contact Encourages candid
Short introduction of neutral theme conversations
Smile
Friendly attitude
Encouraging Nod, facial expression smile By showing warmth, fears and
words/gestures Bring together parties with mutual aloofness in others are reduced
interests to participate in the discussion
Listening Ask questions to gain insight What is your opinion . . . ?
Open questions are more encouraging
Rather than “Do you agree . . .?
than closed questions
Reflection or feedback Reformulation of the core of the Essential to ensure that the core
conversation of the message is captured.
Re-wording your understanding and
feedback
Summary Final comment may be required to terminate
communication
Listening
Listening is the key to effective communication. To "hear" is not the same as to "listen”. Listening can be divided
into active and passive listening.
Active listening
listening for a purpose,
including gaining information and directions,
understanding others,
solving problems,
sharing interests, and
finding out how other people feel and providing support.
this also includes attention to nonverbal communication.
Passive listening is
listening without reacting
Allowing someone to speak, without interrupting.
Optimi Holdings (Pty) Ltd. Page 2
Reg. no.: 2016/217646/07
