ACCA Applied Knowledge · Business and Technology · Communicating in business
A director believes that staff who are quiet in meetings must be in agreement and so ignores their body language, which shows discomfort. Which feature of the communication process is the director failing to use effectively?
The director is failing to decode the feedback from receivers, including non-verbal signals. Discomfort shown through body language is a response to the message, and ignoring it means the communication loop is not completed. The issue is not the channel or the encoding of the message.
- ASelecting the most suitable channel for the message
- BDecoding the feedback, including non-verbal signals, from the receiversCorrect
- CEncoding the message in simple language
Explanation
The director is not interpreting feedback, which here is delivered non-verbally through body language. The problem lies in decoding the receivers' response, not in how the message was encoded or which channel was chosen. Missing the discomfort means the loop is not closed properly.
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