Introduction Although they might not know it, when people are at work they engage in the process of communication all the time. For example, they may be contacting others by sending an e-mail or talking to a colleague by a photocopier machine. They might be answering a phone or putting forward ideas and thoughts at a meeting. In other settings they could be receiving communications. They might be reading an e-mail, listening to a staff briefing or looking at a document sent by someone else….