When you finish studying the material in this chapter, you should be able to:

• Describe the perceptual process model of communication.
• Describe the process, personal, physical and semantic barriers to effective communication.
• Demonstrate your familiarity with effective oral, written and non-verbal communication skills.
• Discuss the primary sources of listener comprehension. Identify the three different listening styles and review the ten keys to effective listening.
• Contrast the communication styles of assertiveness, non-assertiveness and aggressiveness.
• Discuss the patterns of hierarchical communication and ‘the grapevine’.
• Explain the contingency approach to media selection.
• Elaborate on information overload and how to deal with it effectively.