Communication: definition, process, methods and barriers
Communication is passing information and understanding from one person to another. It flows from sender to receiver and back through feedback; noise and barriers can block it.
The communication process
- back to Sender has an idea
Noise (mixer clatter, a language gap, worry) can disturb any stage. Without feedback, communication is one-way and errors go unnoticed.
Methods of communication
| Method | Examples in a food service unit | Strength and weakness |
|---|---|---|
| Oral (verbal) | Morning briefing, face-to-face instruction, meetings, phone, intercom | Quick and two-way; no record |
| Written | Notices, memos, circulars, recipe cards, duty rosters, indents, reports, email, WhatsApp | Permanent record; slower; needs literacy |
| Non-verbal | Gestures, facial expression, tone, posture | Supports speech; can be misread |
| Visual | Posters, picture charts, colour-coded boards, 'wet floor' signs, videos | Crosses language barriers; limited detail |
Directions and networks
- Downward: manager to staff, e.g. orders, menus, policies.
- Upward: staff to manager, e.g. reports, suggestions, complaints.
- Horizontal: between sections at the same level, e.g. kitchen and service counter.
- Formal: through official channels and the scalar chain.
- Informal (grapevine): casual talk among staff; fast but can spread rumours.
Barriers to communication and how to overcome them
| Barrier | Example | Remedy |
|---|---|---|
| Physical (environmental) | Noise of mixers and exhaust fans; distance from kitchen to wards | Brief before the rush; written orders; intercom; display boards |
| Semantic (language) | Migrant workers who do not share the supervisor's language; jargon like 'julienne' or 'bain-marie' | Simple words; demonstration; pictures; charts in two or three languages |
| Psychological (personal) | Fear, anger, stress, distrust, poor listening | Calm tone; listen fully; build trust |
| Organisational | Too many levels, rigid rules, status gap | Short chains, open door, regular staff meetings |
| Cultural | Different customs and gestures | Respect and awareness; explain meaning |
| Overload and technical | Too many messages at once; poor phone network | Prioritise; checklists; one message at a time |
The seven Cs of effective communication
- Clear: one idea, plain words.
- Concise: no extra words.
- Concrete: exact facts ('200 plates by 12.30', not 'soon').
- Correct: right facts, right language.
- Coherent: logical order.
- Complete: all the details needed to act.
- Courteous: polite and respectful.
A diet order misheard in a noisy kitchen can send salted food to a patient on a low-salt diet. Written diet slips, colour-coded trays and a quick read-back (feedback) are simple ways to block the barrier.
2 marks: “What is grapevine communication?” The informal network of casual talk among employees; fast, but it can carry rumours.
5 marks: “Explain the barriers to communication in a food service unit.” Physical, semantic, psychological, organisational, cultural and overload barriers, each with a kitchen example and a remedy.
10 marks: “Define communication. Explain the process, methods and barriers of communication in a food service establishment.” Define; draw the process cycle; explain methods (oral, written, non-verbal, visual) and directions; table of barriers with remedies; seven Cs; conclude.
Process: S-E-C-R-D-F = Sender Encodes, Channel carries, Receiver Decodes, Feedback returns.