Information and Communication

Research Report

This is an exploration of the communication

process in business, its barriers, the different
levels and how technology has affected it.

To : Cheralyn Sorrell

From : Mbuso Moyo, BICT Student, UCOL

Date : 30 May, 2010

Executive Summary

This report gives an understanding of business communication and the

processes involved. It also highlights the obstacles that may be
encountered as communication takes place. The methods of study
included an observation of a manager at work in order to understand the
process in a real life situation. The findings were used to compliment
research work from secondary sources.

The report explains business communication as an exchange of

information within and outside the organisation in order to achieve
specific goals. It was also found that models are used to understand how
this information flows between different parties. One such model
developed by Shannon was selected and analyzed. The model shows that
messages flow from the sender through a transmitter which transforms
them into signals suitable for transmission over some form of medium.
According to the model, interruptions here called noise can interfere with
the signal and may alter the message. The received signal is then
interpreted into a message by the receiver to gain the meaning of the
message.

Barriers can be encountered that may hinder the effective passing of the
message. This report identified defensiveness, physical proximity, denial,
group size and status as barriers to effective communication. The report
draws attention to five recognized levels of communication. These are
interpersonal, intrapersonal, group, mass and public communication.
Communication may be verbal or non verbal, with facial and gestures
given as examples. The history of communication is also briefly explored
and the benefits of information technology debated. The findings show
that although technology has some drawbacks, its benefits far outweigh
the negatives.
Table of Contents
1. Introduction...............................................................................................................................4
1.1 Aim...................................................................................................................................4
1.2 Sources of information..............................................................................................4
2. Definition of business communication.............................................................................4
3. Models of communication.....................................................................................................5
4. Communication Barriers.......................................................................................................6
4.1. Defensiveness as a barrier to Communication.................................................7
4.2. Physical proximity as a communication barrier...............................................7
4.3. Denial as a communication barrier.......................................................................8
4.4. Group size and status differences as a barrier.................................................9
5. Levels of Communication.....................................................................................................9
5.1 Interpersonal communication...............................................................................10
5.2 Intrapersonal Communication..............................................................................10
5.3 Group Level of Communication............................................................................11
5.4 Mass Level of Communication..............................................................................12
5.5 Public Level of Communication............................................................................13
6. Non-verbal communication in business........................................................................14
6.1 Definition.....................................................................................................................14
6.2 Facial Expression.......................................................................................................14
6.3 Gestures.......................................................................................................................15
7. History of Communication..................................................................................................16
8. Information technology in communication..................................................................17
8.1 Current status and benefits...................................................................................17
8.2 The negative effects of technology in communication................................17
8.3 The benefits versus the negatives of information technology..................18
9. Conclusion................................................................................................................................19
10. References List.......................................................................................................................21
11. Bibliography............................................................................................................................24
Appendix...................................................................................................................................25
1. Introduction
While communication methods have changed considerably over the years,
the same models of communication are still in use today. These focus on
effective transmission of messages from a source to a recipient.

1.1 Aim

This report will explain one of the models and give examples to get
an understanding of how it works. In this report an inclusive
definition of communication in business will be provided as well as an
analysis of the communication process. Included in the report are
examples and definitions of barriers to communication, the five levels
of communication. Non verbal communication is also defined and
examples given. The effects of technology in business communication
will also be explored in detail in this report.

1.2 Sources of information

To compile this report, information was collected from a primary

source in the form of an observation at a workplace. Other sources
of information included books, magazines and internet sources.

2. Definition of business communication

Business communication is the exchange of messages, conveying ideas,
information, instructions, attitudes or opinions within and outside an
organization with the aim of generating an understanding to achieve
synchronized business goals and activities. Effective communication,
which may be oral, nonverbal or written, is essential to the successful
operation of an organization (Communication skills, 2010). In other words
for the organization to fulfil its vision and mission effective business
communication should be achieved at all levels, for example, employee,
team and organizational levels. According to Kalra, (2009), the word
communication derives from the Latin word ‘communis’ meaning
‘common’. From this statement it can be deduced that the aim of
communication is to establish a common goal between communicators.

3. Models of communication
The use of communication models helps in providing an understanding between
different parties on what needs to be done thus resulting in effective
communication. For the communication process to be complete, the use of
communication models show the generation of a message, modes of
transmission and how the message is received and interpreted. They
greatly rely on theories and thus provide factual support (Macsain, 2009).
Models can also assist in predicting the results of certain communication
processes and situations by drawing attention to certain factors that can
be taken into consideration within an organization (Johnson, 2010). In
this way, they are useful as sources in planning research guidelines, and
as a system for regulating research results.

One common and widely used model is the Shannon model . The model
has enjoyed success and acceptance in various business circles due to its
simplistic approach of the communication process (Fougler, 2004). The
model is diagrammatically shown as figure 1 below.

Figure 1 Fougler, 2004, Model of the communication process.

The model basically involves a person/people (source) sending something
(message), through the transmitter which transforms it into a signal. This
could be the mouth if the message is sound or body if the message is a
gesture. The signal then travels through an appropriate channel.
Examples here could be the air for face to face communication or a wire in
a cable for a telephone conversation. According to the theory however the
signal can pick up noise in the channel. The business dictionary, (n.d,
para.1.) describes noise as “Anything that interferes with, slows down, or
reduces the clarity or accuracy of a communication.” A virus in a
computer that changes the contents of files could be interpreted as noise
because the files would not be the same thereafter, potentially changing
the meaning of the original message. The communication medium itself
can also influence or manipulate the outcome of a message either
intentional or accidental, during transmission flaw. Once the encoded
message gets transmitted to the receiver (ears, eyes), receiving and
decoding of the message takes place. The receiver will then accept the
message and assign meaning to it followed by feedback to the sender.
(Communication models, n.d.).At this stage the communication process is
complete. Ideas, feelings, opinions have been exchanged resulting in
relevant information being passed on. In the observation carried out the
manager always closed with a feedback seeking statement, “How does
that sound?” It is essential that managers ensure that employees get the
message as intended[ CITATION Axz08 \l 1033 ].

4. Communication Barriers
Communication barriers in the workplace are aspects of or conditions in
an organization that interfere with meaningful interpretation, exchange
and transmission of ideas making it hard for people to fully understand
each other. Such barriers may include status differences, prejudices,
internal conflict and physical distance (McIntosh, P., Luecke, R., & Davis,
J.H., 2008). The degree of misunderstanding can range from minor to
complex.

4.1. Defensiveness as a barrier to Communication

Defensiveness is common, particularly with subordinates when

dealing with a problem. People in the workplace tend to create
defences whenever they feel threatened or under attack. They are
particularly defensive when they feel that the criticism is personal
and directed to diminish their ego and sense of self-worth (Almulla,
2008). For example, if a manager says to a salesman, “What on
earth is the problem with you? Everyone else in this division seems
to surpass their monthly goals except you. Are you not experienced
enough to perform your duties to the required standards?” The
employee would really feel insulted and all he/she could think of is
being defensive. The conditions for logical, effective communication
between the employee and the manager would instantly vanish. One
way to shun defensiveness as a communication barrier is to avoid
approaches that threaten other people’s personality (McIntosh, P.,
Luecke, R., & Davis, J.H., 2008). This however does not imply that
poor performance at work places should not be condemned but the
focus should be on the shortcoming and not the individual.

4.2. Physical proximity as a communication barrier

The importance of face to face communication in business operations

can never be overstated. In face to face communication,
communicators benefit from picking up some body language and
facial expressions that no phone call or text message can reveal.
Physical distance between people also reduces the frequency with
which they communicate. A study done at the Massachusetts
Institute of Technology found that the frequency of communication
depended heavily on the physical distance between people. Moving
an employee away from his co-worker to another office significantly
reduced communication between the two employees. Moving that
same person to another floor in the building cut even more deeply
into their communication and interaction (McIntosh, P., Luecke, R., &
Davis, J.H., 2008).

Physical proximity is important in developing and maintaining trust

between people. People who frequently interact on a face-to-face
basis tend to know their co-workers on a personal level (McIntosh,
P., Luecke, R., & Davis, J.H., 2008). During lunch or tea breaks they
talk about their families and interests. Consequently they build bonds
of friendship and trust through sharing other aspects of their lives.
Where there is trust communication becomes easier and more
effective. If one had an idea on something but not sure how well it
would be received, he or she would be more comfortable to share it
with someone they trust and have a close relationship with. He or
she would not share it with a stranger or someone they knew only
through a telephone conversations, e-mail, and email or text
message.

4.3. Denial as a communication barrier

Denial is refusal to accept information regardless of evidence before

hand. It is typically driven by ideology or religious belief. The person
normally has a position staked out in advance and looks through
information with a tendency to seek and find confirmatory evidence
to reinforce their beliefs (MaKenzie, 2010). For example, there are
those who do not believe that the financial collapse of some major
banks in 2007 was a result of poor management systems. They
believe instead that this was a conspiracy by other players in order to
take advantage of the resulting situation. It is evident in such cases
that effective communication cannot be achieved as the subject will
deny no matter what evidence is placed before them to the contrary.

4.4. Group size and status differences as a barrier

Group size and status differences are other factors that can hinder
communication. In group meetings the person with the highest
organizational authority such as the manager will normally assume a
more leading position in the discussion.

A few other people may actively take part and the rest may remain
silent and contribute only when invited or asked a question. That is
group dynamics at work. This scenario was confirmed in the
observation of a group meeting at the service company used for this
study. The flow of the meeting tended to follow the direction of the
manager and those who were most vocal. It would be concluded
therefore that the communication process here was not fully
representative of the whole group. The views of the other members
did not form part of the meeting outcome.

Another good example is that of organizational status differences.

When a supervisor and his/her subordinates meet to discuss their
work the atmosphere is usually free with lots of jokes and teasing.
In such a situation communications are flexible and direct. The
subordinates are working with their supervisor and, since he/she is
their immediate superior, his/her status is not viewed as intimidating
as when the Chief executive officer (CEO) was to be brought into the
meeting. Most of the employees would feel intimidated by the CEO’s
organizational status relative to theirs (McIntosh, P., Luecke, R., &
Davis, J.H., 2008).
5. Levels of Communication
Generally there are five levels of communication. These are
intrapersonal, interpersonal, group, mass and public. Most types of
communication fall within one of these five categories.

5.1 Interpersonal communication

Interpersonal communication can be described as the process of

sending and receiving information between two or more people, for
example a telephone conversations or a discussion between a
lecturer and a student. Effective interpersonal communication
depends on a range of interpersonal skills such as listening,
persuading, influencing, empathizing, asserting, sensitivity, and
diplomacy. Important aspects of interpersonal communication include
body language and other forms of nonverbal communication
(Perkins, & Brown, 2008).

Although interpersonal communication can include oral, written, and

nonverbal forms of communication, the term normally relates to
spoken communication between two or more individuals on a
personal, face-to-face level. Different types of interpersonal
communication commonly used in business organization include staff
meetings, employee performance reviews, formal project discussions
and informal chats. (Chase, O’Rourke, Smith, Sutton, Timperley &
Wallace, 2000).

5.2 Intrapersonal Communication

Intrapersonal communication can be defined as communication

within an individual through the process of thinking and feeling.
Intrapersonal communication can further be described as the most
basic of the communication levels that takes place when a person
transmits and receives messages internally.
The thought process where the same person sends and receives
messages is in effect intrapersonal communication. In addition to
the thought process, most people regularly talk aloud to themselves
(Intrapersonal communication, 2010). An example is when a person
reads something aloud in order to figure out its meaning, occasional
asking and answering questions for clarity and confirmation. The
manner in which people communicate with themselves indicates the
various levels of their physical, emotional, intellectual and social
aspects. It also reflects their habits, roles, attitudes, beliefs and
values. Since it is believed that intrapersonal communication forms
the very basis of all communication, in the process of participating in
the higher levels of communication such as interpersonal, mass and
group communications we also indulge in intrapersonal
communication (Perkins, & Brown, 2008). In short we can conclude
that intrapersonal communication happens every moment of our
lives.

5.3 Group Level of Communication

Group level communication involves communication within a group of

at least three to twenty people such as in meetings, conferences,
sessions, videoconferences as well as teleconferences. The process in
this level of communication tends to be slower and less direct.
However it provides a greater chance of a variety in the
interpretation of information.

It is customary that groups automatically develop standards about a

discussion. Group members will also develop roles which will affect
the group’s communication process. In a group there is normally a
common goal which draws the group members to work together to
achieve that goal. The objective keeps the group together especially
when dealing with differences and tension. By freely communicating
their differences, group members can generate valuable decisions
and rewarding interpersonal relationships (Roles in groups, 2010).

The reason why meetings are often dreaded by group members is

that more often they lack focus and are unproductive. However,
when well planned and administered, they can be a great asset to
any organization. They leave participants energized with a sense of
accomplishment. Effective meetings incorporate three things; they
accomplish the goals of the meeting, they deliver the message within
the minimum possible time and equip participants ( Perkins, & Brown,
2008). For group meetings to be effective, every member of a group
must assume an objective role within that group. Some roles relate
to the task aspect of the group, while others promote social
interaction both of which are equally important in achieving group
goals.

5.4 Mass Level of Communication

Mass communication is when a small number of people send

messages to a very large audience via the use of electronic
technology. Communication is one way and usually not face-to-face.
Examples of mass communication are radios, newspapers, television.
It is one of the slowest means of communication but its coverage is
good as it can be global at any given time. Feedback may take
different forms such as email, letters and text. However the feedback
may not always be satisfactory. Mass Communication provides us
with lessons about our society and the world around us. It provides
us with entertainment, different cultural viewpoints, and of course
the propaganda that strengthens the culture specific worldview. Mass
communication can be simplified to a source sending a message
through a specific channel to encourage a particular outcome. A good
example is a business advertising its products through radio. Perkins
& Brown, (2008) describes that opinion leaders are responsible for
sharing their viewpoint on issues faced by society. Public relations
executives on the other hand are responsible for filtering messages
to be received by society. At the end of the day all these function to
have a pretty controlled environment of mass messages that are
modified to keep the prevailing perspective in charge.

Now let us apply this dynamic approach to the business environment.

A closer look at how businesses function will lead us to the opinion of
leaders with gatekeepers, the CEOs and the public relations or
marketing managers. From this assessment, it is clear that, as in
other social or professional settings, most organizations use mass
and persuasive appeals to maintain their dominant point of view or
market share. Who then has control over the message? As above,
the person who has power over the words dictates everything.

5.5 Public Level of Communication

Public communication refers to the transmission of information to

large audiences such as during speeches, briefings, presentations and
town hall meetings. It is the act of communicating publicly whether
to inform, persuade or entertain. The process is very slow and
sometimes non verbal, and usually one way.

Public speaking is a common source of stress for many people.

Occasionally, whether people are self employed or work for large
organizations, there may be a time when one is expected to speak in
public to accomplish certain business tasks. An example is when one
is nominated into a workers’ or health and safety committee in a
business. This will obviously call for that person to stand before
gatherings and address people. It is during these circumstances
where we are expected to pull together all of our communication
resources and use our voices to perform and effect change (Orman,
2002).
 The business setting offers a range of communication channels that
can be used to address the business public. New technologies make it
possible to engage in public speaking without having to stand in front
of a live audience through the use of varied mediums. Each channel
has its unique requirement when it comes to expert delivery. It is
therefore important for one to know how to professionally use
various electronic communication channels and devices to effectively
deliver messages according to specific target population.
Microphones and Dictaphones quickly come to mind.

6. Non-verbal communication in business

6.1 Definition

Nonverbal communication is a process where messages are sent and

received without the use of words. Body language, gestures,
movements, touch, facial expression are some examples of non
verbal communication. The use of the terms body language and non
verbal in communication are usually interchangeable. For clarity,
body language is a sub-domain of nonverbal communication and
refers to body position, eye contact, and gestures and of course the
body itself. Nonverbal communication may include in addition to the
above mentioned aspects how people dress, the jewellery they wear,
tattoos, the way they use time and space, distance between people,
the tone and pitch of voice and so forth. It is at this level of non
verbal communication that the secret of business communication
occurs. The statement, ‘Actions speak louder than words’ can never
be overstated both in social and business life. A huge proportion of
our daily communication is nonverbal (Hogan, 2008).

6.2 Facial Expression

Facial expressions are believed to be the most important aspect of all

nonverbal behaviours because of their ability to convey emotions,
regulate and direct interactions (McIntosh, Luecke, & Davis, 2008). Our
faces are a direct focal site of conversation and interaction, hence the
impact of their movements and expressions are always noticeable.
For example when we are interested in a conversation, we will pay
attention to what is being said, acknowledge and encourage the
speaker by signal out curiosity through illumination of our faces,
smiling and perhaps nodding.

Body language can sometimes be misleading if people make

deliberate efforts to distort information. The power of facial
expression in drawing individuals together to engage in
communication is so great that it can sometimes be misused in
manipulating and persuading other people (Hogan, 2008). In a
business context for instance, the facial expressions of a public
relations executive at a press conference should not always be taken
as portrayed. Trained mangers may show a happy “all is well” face
even when things are on the contrary.

6.3 Gestures

Gestures are frequently referred to as movements used to

communicate or enhance the passing of a message such as the use
of arms, hands, and fingers. In contrast to other aspects of body
language, for gestures to be considered genuine the movement must
be deliberate and intentional (Hogan, 2008). For example, in a
conversation people may unconsciously hold hands, which would be a
movement not a gesture. When a person uses his/her hand to
demonstrate an action or emphasize a point that will be considered
as a gesture.

The decision to enhance understanding of a message through the use

of hand illustration is a deliberate action. Gestures are especially
significant because they are the type of nonverbal communication
that mostly differs from culture to culture (Hogan, 2008). Here are a
 few examples. The thumbs up sign which is normally used to signal
agreement by most people, is considered to be offensive and rude in
Iran. In Saudi Arabia shaking the head from side to side means ‘yes’,
strange. In Ireland it is informal to cross your ankle over your knee
while it is rude to show the sole of your shoe in Egypt (Wu, 2010).
Interesting stuff indeed, the list is endless. It is therefore important
for business people to do some research before going on business
overseas trips as this may mean the difference between a successful
trip and a permanently closed door.

Some gesture habits may be a result of nervousness or stress, they

consist of finger drumming, knuckle cracking, and hair twirling. These
may sometimes be irritating to others. Practically any gesture can
develop into a habit and if overused may become ineffective and
hence counterproductive.

7. History of Communication

Communication has evolved and continued to improve for as long as

human kind has existed. The first distinctive way of communication was
language (History of communication, n.d.). However language proved
effective only over a limited distance such as within the same room, short
distance, open space or place of assembly. Out of this shortcoming arose
a need to improve on the quality and speed of long distance
communication which led to the adoption of carved, painted and written
messages. This type of communication required a transmission medium,
ranging from horse messengers, pigeons during the 11th century and
later on the use of postal services. Bonfires, smoke signals and whistles,
are other forms of nonverbal communication methods used long ago.
However what actually inflated the communication horizons was the
introduction of electronic communication. The telephone became the first
move towards the current electronic communication process such as radio
and television broadcasts then the internet and e-mail among other things
(History of communication, n.d.).

8. Information technology in communication

8.1 Current status and benefits

For many years the telephone worked with very basic features.
Currently however it has become a multifunctional communication
tool with features such as conference calls, call forward, caller
identification and even as a wake up alarm clock. The networks have
expanded and interlinked so rapidly that today one can pick up the
phone and call anyone almost anywhere in the world, even
astronauts can be reached in space (History of communication, n.d.).
In the research observation, a conference call was witnessed by this
writer, with participants from major cities in New Zealand. This
obviously saved a lot in costs of flying the managers to one centre.
The mobile phone has added to this flexibility to point that business
can be conducted with no limitations to location or time. However
despite these technological advances one would consider them to be
baby steps when compared to the blazing speed with which the
internet has developed. The internet has brought with it very fast
broadband, voice over IP (enabling us to use the phone through the
internet) and video conferencing. Doctors even use it to assist in
operations from miles away saving lives in the process. The benefits
for business have been immeasurable. Most notable is research work
and as a marketing tool for companies placing them on the global
market at the click of a button (Advances in communication
technology, n.d.). In fact, it is now unimaginable for most businesses
to operate without broadband. Broadband has become today what a
typewriter was twenty years ago.

8.2 The negative effects of technology in communication

Although the twenty-first-century telecommunications and the
Internet has managed to make people work together over great
distances, these technologies are often a flawed substitute for the
face-to-face communication that occurs when people work together.
Despite their usefulness, the weakness of technology is that the
focus is only on delivering a message e.g. email, text, phone call
(Almulla, 2008). Yes video conferencing is now available but it does
not replace face to face communication. Why, because you only see
what the camera sees, you cannot look around, neither can you smell
or feel anything in the environment. The irreplaceable human touch
is missing in the technology. In the observed conference call for
instances the lack of visual cues was a major frustration for the
subject.

The information and technology overload has in some cases been

counterproductive. Humans cannot multitask like computers do often
interrupting one task in order to perform another (Wood, 2010). The
majority of people spend a lot of time task switching between e-
mails, texting, surfing and trying to talk to other people at the same
time. At the end of the day not much is achieved. Texting especially
has caused a lot of distractions as it is mostly used for social chats at
the expense of business. Another downfall is the addictive use of
internet surfing on non work related sites and in extreme cases on
pornographic sites. Crime has also caught on with internet fraud
costing companies huge sums of money through fraudulent activities.

8.3 The benefits versus the negatives of information

technology

When all is said and done, it is inconceivable to do without what

technology has brought to business communications. The benefits of
information technology far outweigh the drawbacks. Information
technology does not just present business tools, it is business itself.
 Almost all sectors of the economy are driven by information
technology in one form or another. Information is available to
business instantaneously for better productivity and therefore driving
prices of goods down. It has also placed companies on the global
market, something they would not otherwise afford to do (McGuire,
2007). Without information technology today the stock markets
would hardly function, the skies would be chaotic for pilots and a lot
of the economies would collapse. Granted, business has lost money
through internet fraud and lost time to workers misusing technology.
However, a lot more has been gained than has been lost. In business
anything that can speed up production or processes will result in
more business and information technology does just that. As
information exchange gets faster and more reliable, the benefits to
business continue to spiral, all risks considered (McGrath,n.d.).

9. Conclusion
In conclusion, it is clear from the definition of communication in business
that commercial enterprise is all about communication. The models help
us to understand this process which essentially is an exchange of
information between one entity and another. Businesses engage in
communication constantly to seek or exchange information whether they
are buying, selling or supplying goods and services. Barriers are
encountered that have the potential to distort the messages and
measures have to be put in place by all parties to filter and compensate
for these barriers. From this report we have identified five levels of
communication. Businesses choose the appropriate levels to
communicate as their needs dictate and for the benefit of their
organizations. It would be assumed that any choice that is selected is
influenced by its effectiveness for the desired outcome. Contrary to
popular belief, informal nonverbal communication plays a significant role
in delivering messages. However this is usually subtle and may or may
be not be noticed. Businesses people therefore need to equip themselves
in order to identify and use this form of communication more effectively.
It is also evident that information technology is pivotal in the success of
businesses and how they communicate with their counterparts. Despite
the drawbacks of information technology it is agreed that its benefits
prevail over the negatives. In fact businesses with a vision for success
would be wise to embrace the technology and gain the competitive
advantage.
10. References List

Advances in communication technology. (n.d.). Retrieved May 24, 2010,

from http://www.bizymoms.com/computers-and-technology/history-
of-communication.html

Almulla, Y. (2008). Effective communication at work. Retrieved May 20,

2010, from http://www.scribd.com/doc/6376808/Effective-
Communication-at-Workplace

Axzo Press. (2008). Communicating with Employees: Improving

Organizational Communication. Mississauga: Crisp Learning

Business Dictionary. (n.d.). Noise. Retrieved May 12, 2010, from

http://www.businessdictionary.com/definition/noise.html

Chase, P., O’Rourke, S., Smith, L., Sutton, C., Timperley, T., & Wallace,
C. (2000). Effective business communication in New Zealand.
Auckland: Pearson Education.

Communication models. (n.d.). Retrieved May 20, 2010, from

http://www.shkaminski.com/Classes/Handouts/Communication
%20Models.htm

Communication skills - start here. (2010). Retrieved May 12, 2010, from
http://www.mindtools.com/CommSkll/CommunicationIntro.htm

Fougler, D. (2004). Models of the Communication Process. Retrieved May

12, 2010, from
http://davis.foulger.info/research/unifiedModelOfCommunication.htm
History of communication. (n.d.). Retrieved May 24, 2010, from
http://www.bizymoms.com/computers-and-technology/history-of-
communication.html

Hogan, K. (2008). The secret language of business: How to read anyone

in 3 seconds or less. Willie: Stafford.

Intrapersonal communication definition. (2010). Retrieved May 12, 2010,

from http://www.mbaknol.com/business-
communication/intrapersonal-communication-definition/

Kalra, I. (2009). Models of communication. Retrieved May 2, 2010, from

http://www.scribd.com/doc/21706420/models-of-communication

Johnson, K. (2005). User participation in a converged media world: A

model of media convergence. Retrieved May 10, 2010, from
http://idea.library.drexel.edu/bitstream/1860/531/1/Kirsten_Johnson
.pdf

Macsain, B. (2009). A model of the communication process. Retrieved

May 10, 2010, from http://www.scribd.com/doc/19229550/A-model-
of-the-communication-process

McGuire,R. (2007). The mobility age. John Wiley & Sons: Stafford.

McGrath, J. (n.d.) Effects of Technology on Business. Retrieved May 25,

2010, from http://communication.howstuffworks.com/technology-
changed-business1.htm

McIntosh, P., Luecke, R., & Davis, J.H. (2008). Interpersonal

communication skills in the workplace, (2nd ed). Amacom: Vancouver.

McKenzie, D. (2010, May). State of denial. New Scientist, 206(2760), 36-

37.
Orman, M.C. (2002). How to conquer public speaking fear. Retrieved 20,
May 2010, from
http://www.abacon.com/commstudies/groups/roles.html

Perkins, P.S., & Brown, L. (2008). The art and science of communication:
Tools for effective communication in the work place. Willey: Stafford.

Roles in groups. (2010 ). Retrieved May 22, 2010, from

http://www.abacon.com/commstudies/groups/roles.html

Wood, L. (2010). Office technology: Productivity boost or time sink?

PCWorld, (237), 36-39.

Wu, C. (2010). Cultural gestures. Retrieved May 20, 2010, from

http://soc302.tripod.com/soc_302rocks/id6.html
11. Bibliography

Business Communication. (n.d.). A framework for success. South-Western

College: USA.

Digman, L. (2010). Can IT systems adapt to 'pull' business models?

Retrieved May 20, 2010, from http://www.zdnet.com/blog/btl/can-it-
systems-adapt-to-pull-business-models/33455

Garner, E. (n.d.). Seven Barriers to Great Communication. Retrieved May

18, 2010, from http://www.hodu.com/barriers.shtml

Gordhamer, S. (2010). 5 Levels of Effective Communication in the Social

Media Age. Retrieved May 18, 2010, from
http://mashable.com/2010/02/08/communication-social-media/

Nancy J., & Foster, J.D. (n.d.). Barriers to Every Day Communication.
Retrieved May 18, 2010, from
http://www.directionservice.org/cadre/foster.cfm
 Appendix

Observation Notes

Objective

Observe and note the types of communication and barriers, or lack of

them within the selected target group in a company.

Special conditions encountered

A service company was identified and approached for the assignment.

Authourisation to observe was granted under special conditions. The
company and its staff are not to be identified in any form or manor. The
observer was not to distribute the collected information to any external
company other than the college and its appointed agents. The observer
was not to try and intervene or give any advice to the subjects other than
for the sole purpose of seeking clarification on the process being
observed. The conditions were fully accepted by the observer.

Target Group

One manager was selected for the exercise. The manager has a team of
between 15 and 20 technicians under his control. These were to be
observed in their interaction with the manager.

Types and levels of Communication observed

Subjects made extensive use of the telephone for communication. These

were internal as well as external. One conference call was observed
during the observation period which was over two days with one hour
each per day. Several face to face conversations were held. One group
meeting was also observed.
Barriers noted

During a conference a call the manager wanted to stop another

participant from interjecting as he still had a point to make. Body
language showed evidently as he clenched jaws and looked up the ceiling
in frustration.

Long pauses in between as participants did not know if the previous

speaker had finished with his contribution.

Facial expression could not be seen by the other participants.

Not easy to control

Group meeting was dominated by a few of the most vocal members of the
group and the manager. Most members did not contribute much but were
observed voicing their concerns in a small group during a coffee break.

No sufficient data to note on emails was observed as the writer had no

access to the emails.

Findings

The telephone was the most used form of communication in the company.
It was evident as observed that non verbal communication plays a vital
role for effective communication. In the conference call for instance, the
observed subject was no longer following the flow of events because the
distant party could not read the visual cues. In fact both parties missed
out on each other’s contributions

Face to Face

There were rapid feedback and confirmation questions in all instances

observed. Of particular interest was the manager’s closing statement in
all conversations. “How does that sound?” This was a feedback seeking
statement which ensures effective communication.