Encoding: Encoding is the process in which the sender turns an idea into words, symbols or actions that can be communicated. The sender decides what to say and how best to express it.

Medium/channel: The channel is the route used to carry the message from sender to receiver, such as face-to-face conversation, telephone, radio or television. The channel should suit the message and the people receiving it.

Barriers: A barrier is anything that interferes with a message being sent, received or understood. For example, noise, unclear language or distraction can prevent the receiver from understanding what the sender intended.

Decoding is the receiver's process of interpreting the message and working out what it means before responding or giving feedback.

Verbal communication uses words to communicate, either orally or in writing. Examples include explaining something in a spoken conversation and sending a letter or email.

Non-verbal communication communicates meaning without relying on words. It can include signs, gestures, posture, clothing, symbols, pictures and sounds. For example, a nod may show agreement, while a warning sign communicates through a symbol.

(a) Body language that could offend a customer:

• Avoiding eye contact: Looking away throughout the conversation may make the customer feel ignored or give the impression that the employee is not interested.
• Folding one's arms across the chest: This can appear defensive, impatient or unwelcoming, even if the employee does not intend to send that message.
• Slouching or leaning back: This posture may make the employee seem bored or disrespectful instead of attentive to the customer's concern.

(b) Effective use of pitch and tempo:

• Pitch: Use a calm, moderate pitch that is neither too high nor too low. A controlled voice helps the customer hear the message without feeling that the employee is shouting or reacting emotionally.
• Tempo: Speak at a steady, moderate pace—not so quickly that the customer cannot follow, and not so slowly that the conversation becomes unclear or unnatural. Pronounce words clearly and avoid mumbling or stuttering.

Kinesics — the study of body movements used in communication, including eye contact, gestures and posture.

Proxemics — the study of how space and physical distance between people communicate meaning.

Acoustic semiology — the study of sound as a means of conveying meaning.

Tacesics — communication through touch, such as a handshake or a reassuring touch where appropriate.

1. What one thinks of oneself: This is a person's own view of who they are, including how they judge their qualities, abilities and appearance.

2. What one thinks others think of one: This is the person's belief about how other people see them. It is about what the person thinks others believe, which may not be the same as what those people actually think.

3. What one hopes to become: This is the ideal future self—the person someone would like to be or the qualities they hope to develop.

The research suggests that young women may feel insecure because they worry that others will judge or reject them based on their physical appearance. They compare their appearance and photographs with those of other people, worry about how many 'likes' they receive, and may feel that their online image does not match real life. These comparisons can increase feelings of inadequacy and dissatisfaction with their bodies.

The physical dimension of self-image is discussed. The extract focuses on how young women view their appearance and bodies and how they believe others judge those physical features.

One other dimension is the intellectual dimension, which concerns how a person views their intelligence and ability to learn or solve problems. Other acceptable dimensions include the skills dimension (how a person views their social or practical abilities), the psychological dimension (how they view their personality, such as being introverted or extroverted), and the sexual dimension (how they view their gender role or popularity with the opposite sex).

Ways to develop a healthier self-image include:

• Avoid comparing yourself with others: People have different circumstances and strengths, so comparisons with edited or carefully selected images can create unfair expectations.
• Recognise your strengths and weaknesses: Understanding what you do well and what you can improve helps you form a balanced view of yourself.
• Be realistic: Set achievable expectations rather than measuring yourself against impossible standards.
• Accept yourself: Recognise that your worth is not determined only by your appearance.
• Help people who are less fortunate: Contributing to others can build perspective and a sense of purpose beyond appearance.
• Question preconceived ideas and keep learning: Exploring different experiences can challenge narrow beliefs about beauty and body image.
• Choose positive role models: Spend time with people who value health, character and individuality rather than appearance alone.
• Cultivate a positive mind-set: Practise balanced self-talk and focus on personal growth instead of constant criticism.

The need for social acceptance and love is most directly connected to social media. People want to belong, feel valued and maintain relationships, and social media can appear to meet these needs through connections, comments, friendships and 'likes'.

Social media can make people feel connected to others and give them opportunities to receive attention, friendship and approval. For that reason, it may appear to satisfy the need for love and social acceptance. However, the number of likes or online contacts does not necessarily prove that a person is genuinely accepted or valued.

The word hierarchy suggests that needs are arranged in an order of importance or priority. In Maslow's theory, some needs are generally considered more basic and may need attention before a person focuses strongly on higher-level needs.

Persuasive interview. A persuasive interview is intended to influence a person's views or behaviour and encourage them to change or take a particular course of action.

Portfolio. A portfolio is a collection of examples of a candidate's work. It allows the interviewer or employer to assess the candidate's skills and experience by looking at actual work they have produced.

Hypothetical question. A hypothetical question presents an imagined situation and asks the candidate how they would respond. It helps the interviewer assess the candidate's judgement and problem-solving approach in a possible workplace situation.

Reflective question. A reflective question rephrases or reflects back what the candidate has said, turning it into a question so the interviewer can check meaning or encourage the candidate to clarify their point.

Psychological barrier. Nervousness during an interview is a psychological barrier because feelings such as anxiety or fear can affect a candidate's confidence, concentration and ability to communicate clearly.

Rapport means a connection or understanding between people. In an interview, rapport is the sense of trust and ease that helps the interviewer and candidate communicate openly and respectfully.

The interviewer has several responsibilities that help make the interview fair, organised and informative:

• Establish rapport: Introduce yourself politely and treat the candidate courteously so the conversation begins on a respectful footing.
• Explain the process: Tell the candidate how the interview will proceed so they understand what to expect.
• Ask prepared questions: Use relevant, planned questions to gather information needed to assess the candidate fairly.
• Allow the candidate to speak freely: Give them enough time to explain their experience and answers without unnecessary interruption.
• Put the candidate at ease: Use a calm and respectful manner so nervousness is less likely to prevent the candidate from expressing themselves.
• Listen and take notes: Pay attention to the answers and record relevant information so decisions can be based on what was said.
• Avoid quick or biased judgements: Assess the candidate against relevant criteria rather than relying on prejudice or first impressions.
• Explain what happens next: Give clear information about the next stage or when the candidate can expect feedback.

In mass-media communication, a sender uses a channel to send a message simultaneously to a large or wide audience. Although many people receive the message, they usually receive it individually, and feedback is often indirect and delayed rather than immediate and face-to-face.

Two categories of mass media are audio media, which communicate mainly through sound, and audio-visual media, which combine sound and images. Other accepted categories are public library, outdoor, print and electronic media.

Examples of manipulative reporting techniques include:

• Emotive language: Words chosen to trigger strong feelings can influence the audience's reaction instead of presenting information neutrally.
• Vague language: Unclear or imprecise wording can leave readers with an impression that cannot be checked easily.
• Selective reporting: Including only certain facts while leaving out relevant information can give a one-sided picture of an event.
• Quoting out of context: Using someone's words without the surrounding explanation can distort what they meant.
• Confusing or incorrect statistics: Figures may be presented inaccurately or in a misleading way to make a claim appear stronger than the evidence supports.
• Manipulated or slanted photographs: Edited images or carefully chosen photographs can shape how an audience interprets a person or event.

Propaganda is an extreme form of manipulative reporting. It involves a deliberate attempt by a person or group to influence people's beliefs or opinions, using whatever methods are considered effective, often to obtain personal or group gain. It may present information selectively or emotionally rather than giving a balanced account.

5.1.1 True. AGMs, monthly meetings and special meetings are forms of general meetings.

5.1.2 True. An annual general meeting (AGM) is held once a year and can provide members or shareholders with information and feedback about the organisation.

5.1.3 False. A notice informs members about the meeting, including details such as its date, time and place. The agenda sets out the matters that will be discussed.

5.1.4 False. A meeting is not properly constituted merely because the chairperson is present. It must also be properly convened and have the required quorum, and it must follow the organisation's rules.

5.1.5 True. Only members may attend and vote at private meetings.

Common law refers to law that is not created solely through a specific statute and that develops through legal principles and decisions over time. It may be unwritten and develop through legal principles, decisions and long-standing practices.

Statutory law is law formally enacted by a legislative authority through statutes or Acts. These laws set out rules that people and organisations must follow. The Companies Act is an example relevant to meetings.

A quorum is the minimum number of eligible people who must be present before a meeting can conduct its business validly. If that number is not present, the meeting may not be properly constituted and may need to be postponed or adjourned according to its rules.

An ad-hoc committee is a committee established for a particular task or specific purpose, rather than as a permanent committee. It operates for as long as necessary to complete that task and is then dissolved.