ABSTRACT
Human communication is on the one hand elegant and a wonder, yet on the other hand it can also be messy and complex. This chapter reviews some of the better-known models and considers how they could be used in internal communication practice. The English language is full of different meanings and, as this chapter reveals, many people tend to interpret communication in a way that supports their existing world-view. The simplest way to understand communication starts from the information exchange approach and is best known as the Sender-Message-Channel-Receiver model. Heath and Bryant suggest, ‘According to social exchange theory, individuals learn, define, and negotiate what constitutes positive and negative communication and which rules must be followed to nurture a relationship.’ Nudge theory is a development in behavioural sciences that is based on the premise that small changes in how messages are framed can have a significant impact on behaviour.
