In this era of globalisation and the consequent increase in social, economic and physical mobility, small businesses are transforming into sites of increasing language contact (Harris and Bargiela-Chiappini 2003). This study explores situated language practices within two small multilingual businesses. The first is a bicycle rental and repair shop located in Amsterdam (the Netherlands), which is a city with a dynamic multilingual society. The second is a tyre fitment centre in Grahamstown (South Africa), which is a city characterised by a stable triglossia of English, Xhosa and Afrikaans. Using Linguistic Ethnography (Rampton 2007) as my data collection method, I spent a total of eight weeks in these businesses. For the analysis I draw on Spencer-Oatey’s (2000b; 2011) Rapport Management Framework and sociolinguistics of globalisation (Blommaert 2010). This combination allowed me to explore situated language practices in relation to a contemporary context of increased globalisation. The analysis is structured using Spencer-Oatey’s (2000b) concept of rapport orientations. The orientations are presented as one of the key factors that influence the choice for a certain strategy. The orientations thus seemed a constructive way of showing how the observed strategies were employed by the participants of this study and what function they fulfilled in a certain context. However, difficulties emerged during the analysis with applying this concept to some of the more elaborate and complex data. As a result my argument developed into two different strands. The first demonstrates how individuals turn to their multilingual repertoires to negotiate agency and power relationships in small business discourse. The analysis reveals that people at times deliberately promote and maintains discordant relations, which can be understood as a rational response to the individual’s social and economic context. The second discusses the problems that emerged during my analysis with applying rapport management orientations to my data. I propose theoretical developments, warranted by my data, to create an Enhanced Rapport Management Framework suitable for the analysis of complex small business discourse.

Thesis (D. Tech)--Central University of Technology, Free State, 2008 / The global, one-world economy has arrived and South Africa is part of it. Business needs to understand the challenge of global competitiveness. This study reflected the prominence of managing diversity in establishing service excellence and performance management for professionals in the mediumsize chicken breeder/broiler industry in South Africa, following the increased importance of the breeder/broiler industry in providing an affordable nutriment/commodity to the poor and needy South African population. The ongoing variables in the political, social, cultural and technology domains in South Africa also affect the chicken breeder/broiler industry. It necessitates the scientific evaluation of the effect of the external political and socio-political environment; internal training and development, leadership styles, literacy levels, employment equity, resistance to change, reverse discrimination and cultural diversity on service excellence and performance. Country Bird (Pty) Ltd., a significant role-player in the food production industry, was thus selected as the object of this study. The role of management and the workers was examined to determine the level of impact in attaining service excellence and organisational performance. Attention was also focused on the development of a service excellence and organisational performance management model that can be used in the chicken breeder/broiler industry to improve organisational performance and sustainable profits.

ENGLISH ABSTRACT: This mini thesis is being submitted within a few weeks of two important events focusing on racism. One is the World Conference on Racism (WCAR), which was held in South Africa from 31 August to 7 September 2001; and the other is the release on 30 August 2001 of Race relations and racism in everyday life, a summary report on the results of a national survey commissioned by the South African Institute of Race Relations (SAIRR survey). The WCAR, as President Thabo Mbeki said in his opening address to it, had "to indicate what is to be done practically" to bring about "a changed and changing world in which all human beings actually enjoy the inalienable right to human dignity". Instead, months of careful planning and fastidiously drafted declarations were undermined by undignified squabbling over whether or not the United States should send a delegation to the Conference. Right at the end, when it seemed as if the conference was going to close on an inconclusive note, a United Nations declaration and programme of action was drafted that set out the 10 most important commitments for continuing to combat racism. What the WCAR didn't do, however, was leave people with an understanding of subtly conveyed racism and how individuals can change their behaviour so that a culture of nonracism is developed. The SAIRR survey was conducted in response to a plethora of media reports of racial friction or conflict. Its overall objective was to establish the extent to which 'the attitudes and inter-action of people in the new South Africa (are) still structured by racial definitions'. Although the results (see paragraph 1.4.4) show that only 5% of South Africans regard race as the cause of problems they have with other people, 59% regard racism as a serious problem. Moreover, the section of the population most concerned with race issues is the white Afrikaans-speaking group, the group most blamed for previous racial discrimination. By contrast, black African people, who are generally considered to have been the main victims of discrimination, are much less concerned with race issues than the media have made them out to be. The outcomes of the WCAR and the SAIRR survey may be telling us that the attention given to racism by the media is excessive in relation to the time the South African public spends thinking about it. On the other hand, the outcomes also reveal that most people's understanding of racism is limited to their awareness of inhumane acts or blatant racism. People may indeed be experiencing most of the examples discussed in Chapter 4, but they may not be identifying them as racism. The main objectives of this mini thesis, therefore, are to: • provide a short theoretical overview of communication and of racism; • discuss the ways in which racist tendencies are communicated and explain how that causes communication barriers; and to • discuss and recommend strategies for developing a culture of non-racism. One of the main tenets of the thesis is that, despite the democratisation of South Africa, racism continues to be communicated in various ways in the South African workplace. Fourteen of these ways are discussed in Chapter 4. They include: devaluation of previous suffering; stereotyping; perceptions of self-superiority and negative expectancies of other races; and the creation of in-groups and out-groups. In each case the racism puts up communication barriers between the sender and receiver of messages. These barriers include: unwillingness or inability to understand communications because of resentment or a lack of trust; distortion or misinterpretation of messages; poor performance because of negative expectancies; and conflict that breaks down team spirit. In other words, apart from its dehumanising effects, racism also has a detrimental effect on communication between people. The combined effect is to undermine people's performance in the workplace. Accordingly, in Chapter 6, a package of strategies is presented for developing a culture of non-racism. The strategies operate on different levels, beginning with a focus on nonracism in a universal context. The focus then shifts to the national legislative framework before moving on to organizational policies and culture, such as diversity and inclusiveness. Finally, the focus falls on the individual, and ways are discussed of developing the individual's awareness of racism and also his/her ability to control hislher own communication. The concluding argument put forward IS that awareness and understanding of racist tendencies, together with control over what and how they communicate, will enable individuals to make non-racism the norm in their inter-action with other people in the workplace. / AFRIKAANSE OPSOMMING: Hierdie mini-verhandeling word voorgelê binne 'n paar weke van twee belangrike gebeurtenisse wat op rassime gemik is. Een van hierdie gebeurtenisse is die World Conference on Racism (WCAR), wat vanaf 31 Augustus tot 7 September 2001 in Suid- Afrika gehou is; die ander gebeurtenis is die bekendstelling op 30 Augustus 2001 van Race relations and racism in everyday life, die opsomming-verslag van 'n nasionale opname wat deur die South African Institute of Race Relations opgedra is (die SAIRRopname). Soos President Thabo Mbeki dit in sy openingsrede by die WCAR gestel het, moes die WCAR aandui wat prakties gedoen moet word om 'n veranderde en veranderende wêreld daar te stel waarin alle mense onvervreembare regte op menswaardigheid geniet. In stede daarvan is maande van deeglike beplanning en puntenerige opstelling van deklarasies deur onwaardige gekibbel ondermyn - en dit het alles gegaan oor of die Verenigde State 'n delegasie na die konferensie moes stuur al dan nie. Toe dit geblyk het dat die konferensie op 'n onbeslisde einde afstuur, is 'n United Nations Declaration and programme of action haastig opgestel. Hierdie dokument sit uiteen die 10 belangrikste stappe vorentoe om aksie teen rassime te neem. Nieteenstaande hierdie dokument, het die WCAR nie vir mense 'n begrip van subtiele rassime gegee nie. Dit het ook nie aangedui hoe mense hul gedrag kan aanpas sodat 'n kultuur van nie-rassisme teweeggebring kan word nie. Die SAIRR -opname is opgedra in reaksie op mediaberigte oor rassekonflik. Die oorhoofse doel daarvan was om vas te stel in watter mate Suid-Afrikaners se begrip van ras hul houding teenoor, en inter-aksie, met ander mense beïnvloed. Die resultate (kyk paragraaf 1.4.4) dui aan dat slegs 5% van Suid-Afrikaners van mening is dat ras die oorsaak is van hulle probleme met ander mense is. Aan die ander kant beskou 59% van Suid-Afrikaners ras as 'n ernstige probleem. Wat interressant is, is dat blanke Afrikaans-sprekende mense die mees besorgd oor rassisme is - en hulle is die groep wat hoofsaaklik blameer word vir historiese rasse-diskriminasie. In teenstelling daaroor, is swart Afrika-mense, wat die meeste onder rasse-diskriminasie gely het, heelwat minder besorgd oor rasseaangeleenthede as wat die media voorgee. Die uitvloeisels van die WCAR en die SAIRR-opname wys miskien dat die media heelwat meer aandag aan rasse-aangeleenthede gee as die Suid-Afrikaanse publiek. Hierdie uivloeisels wys egter ook dat die meeste mense se begrip van rassisme beperk is tot bewustheid van onmenslike dade of blatante rassisme. Miskien beleef mense wel die soort gedrag wat in Hoofstuk 4 beskryf word, maar hulle besef nie dat dit op rassisme neerkom nie. Na aanleiding daarvan, het hierdie mini-studieprojek drie hoof doelwitte: • om 'n kort teoretiese oorsig te gee oor kommunikasie en rassisme; • om 'n bespreking te hou oor die kommunikasie van rassistiese neigings en dan te verduidelik hoe dit kommunikasie-versperrings veroorsaak; en om 'n bespreking te hou en aanbevelings te doen oor hoe 'n kultuur van nie-rassisme ontwikkel kan word. 'n Kernagtige leerstelling in die verslag is dat rassisme op verskeie maniere in die Suid- Afrikaanse werkplek voorkom, nieteenstaande die demokratisering van die land. Hierdie voorbeelde sluit in: die ontwaarding van voormalige lyding; stereotipering; persepsies van eie meerderwaardigheid asook negatiewe verwagtinge ten opsigte van anderkleuriges; en die skepping van sogenaamde ingroepe and uitgroepe. In elkeen van dié gevalle veroorsaak rassisme versperrings tussen die sender van boodskappe (bv. spreker) en die ontvanger van boodskappe (bv. luisteraar). Sodanige versperrings sluit die volgende in: • onbereidheid of onvermoë om boodskappe te verstaan vanweë gegriefdheid of afwesigheid van vertroue; • verdraaiing of wanvertolking van boodskappe; • slegte prestasie as gevolg van negatiewe verwagtinge; en • konflik wat spangees afbreek. Rassisme het dus 'n ontmenslikingde uitwerking én dit veroorsaak kommunikasieversperrings. Die algemene uitwerking daarvan is om mense se prestasie in die werkplek te ondermyn. In die lig hiervan, stel Hoofstuk 6 strategieë voor vir die ontwikkeling van 'n kultuur van nie-rassime. Dié strategieë werk op verskillende vlakke. Om mee te begin, is die fokus op nie-rassisme in 'n universele konteks. Daarna word gefokus op die nasionale wetgewende raamwerk wat diskriminasie betref. Dit word gevolg deur 'n bespreking oor organisasiebeleid en -kultuur, soos 'diversity and inclusiveness'. Uiteindelik val die fokus op die individu, spesifiek op hoe om die individu se bewustheid van rassisme te verbeter en hoe om die individu te leer om beheer uit te oefen oor sy/haar eie kommunikasie. Die slot-argument wat na vore gebring word, is dat bewustheid en begrip van rassistiese neigings, tesame met beheer oor hul eie kommunikasie, individue in staat stel om nierassisme die norm te maak in hulle inter-aksie met ander mense in die werkplek.

M. Tech. Language Practice / Sepedi is one of the eleven official languages spoken in South Africa. It is mostly spoken in Limpopo province and by the minority in other provinces. The National Language Policy (1997) states that indigenous languages should be used to provide equal access to public services and programmes amongst all citizens, thus, Language Policies of the spheres of governance, national, provincial and local, should be determined based on their needs and circumstances of its residents. This study strives to check whether Sepedi as one of the five official languages has been used to its full capacity in the Greater Letaba Local Municipality, Limpopo province, as a language for official communicative purpose. The municipality has five official languages. In view of the fact that Sepedi is one of these official languages of the Limpopo province, it deserves to be treated with the respect it ought to have.

Dissertation submitted in partial compliance with the requirements for the Master's Degree in Technology: Education, Technikon Natal, Durban, 2001. / This study filled a void in the existing educational management literature and highlighted the communication problems that exist between the educators, learners, and parents in multicultural secondary schools, especially when the educator, learner and the parent belong to different cultural groups. The communication problems between educators, learners and parents pose a serious challenge to management as they impede the progress of teaching and learning in the classrooms. The thorny issue of language in education in South African schools has not been given much emphasis. Neither have educationists and policy makers given much attention to the problem of communication in multicultural schools. Opening schools to all cultures did not solve the communication problems, but created new ones. The main method used in this investigation was the literature study. Using the investigative methods associated with qualitative studies, the researcher attempted to investigate data collected from a number of sources. Research on co-operation in the multi-ethnic classroom revealed that pupils of different ethnic groups preferred to socialize in their own language groups. This study confirmed that culture and language influenced not only which peers pupils choose to play with, but also who they deliberately excluded from their games. In many schools, there are few systematic attempts to enhance pupils' cross-ethnic friendships and this may work to consolidate the evident 'own race and language preference' of a large portion of pupils. Thus there is a need for communication to enhance cross-cultural friendships. There is an increasing need for educators to encourage intercultural communication. Educators should use the language of instruction to learn about each others' culture and language so that there are mutual respect and tolerance. Teaching in multicultural classrooms demands a high level of expertise among educators. Culturally diverse learners may have prior learning experiences that predispose them to learn in ways that may not be compatible with some methods of instruction in common use in many classrooms. Therefore, educators need to adopt an inclusive and flexible approach to instruction, observing their pupil's responses and adjusting instructions to meet the needs of individuals and groups in the classroom. It is now becoming clear that even educators and school managers need guidance and assistance in coping with communication in the multicultural school. The more people of different cultures communicate with each other, the more they discover how similar they are. This study examined some of the communication problems present in multicultural schools, the possible causes of the problems and management solutions to some of the problems. / M

M.Ed. / During the past few years many changes have taken place in South Africa. Many of these changes, implemented by the new government, concern the educational system. Measures have been taken to eradicate inequalities of the past and to make education accessible to all. This development has given rise to a situation in some schools where the cultural background of the teacher differs entirely from that of the schoolbeginner or pupil. More and more schools are being affected by this situation and the problems arising from this tend to impede effective learning and interaction. The aim of this research therefore, was to explore and describe the white teachers' experience regarding teacher-pupil interaction in the culturally diverse classroom, in order to formulate guidelines for teachers to effectively promote learning and interaction. By way of a qualitative research design, with interviews conducted with teachers and observations of teacher-pupils interaction used as data-collection method, various themes within this interaction have been identified. These themes are comparable with themes from relevant literature; a further literature review formed the basis of guidelines, mainly for teachers, for purposes of improving interaction between teacher and pupil in the culturally diverse schoolbeginner classes. Main themes of the guidelines are understanding and acceptance of cultural differences, culture-sensitive instruction, moral development, peer-group tutoring, language enrichment programs, discipline and knowledge of African child rearing practices. The role of the educational authorities in respect of teacher training, preservice as well as inservice training to promote cultural sensitivity, has also been pointed out. Making parents part of the schooling and education of their children, has also been given prominence.

A dissertation submitted to the Faculty of Commerce, Law and Management, at the University of the Witwatersrand, in fulfilment of the requirements of the degree of Master of Commerce in the School of Economic and Business Sciences - Management, Johannesburg, June 27 / Entrepreneurship continues to dominate public discourse as has been the case for the past century; this topic has been widely discussed in academia and policy development, not only as an abstract concept, but as a necessity to activate economic growth, especially for developing countries such as South Africa. Many authors have argued that the mixture of good entrepreneurial activity in the formal and informal sector is necessary and it is interlinked. As such, the multifaceted nature of entrepreneurship continues to be a subject of contention, especially when it comes to issues surrounding entrepreneurial performance. The purpose of this research was to investigate the influence of Cultural Intelligence on the relationship between Social Capital and Entrepreneurial Performance amongst foreign traders based in Johannesburg’s informal economy. The major studies underlying this research are in agreement in the field of social science and business studies, suggesting that Entrepreneurship is embedded in social contexts and cannot be wholly understood unless one attempts to evaluate the influence of different social phenomena. This study assessed foreign entrepreneurs’ cross-cultural adjustment capabilities, their social networks and how the two influence entrepreneurial performance. This study was motivated by the 2008 and 2015 xenophobic attacks in the informal economy which exposed a need to understand cultural and social capital dynamics that underpin entrepreneurial performance amongst foreign entrepreneurs. The research model for this study sought to investigate the mediating influence of cultural intelligence on the relationship between Social Capital and Entrepreneurial Performance. The results of this study indicate that Cultural Intelligence is no significant mediator between Social Capital and Entrepreneurial Performance amongst foreign traders in the informal economy. The results of this further reflected significant differences in attitudes between the groups of foreign traders under study. / XL2018

This thesis explores gender and impoliteness in the multilingual and multicultural context of the University of Natal, South Africa. My study uses respondents' perceptions of impoliteness to investigate how male and female students of different African cultures and language backgrounds construct and reconstruct their identities through their choices to use the languages available at the University of Natal. The study was motivated by a perceived dearth of research into gender-sensitive accounts of multilingual situations. The goal of this study is to contribute to the understanding of the invention of identities in a multilingual, multicultural and multiracial environment, while interrogating the relationship between impoliteness, whether perceived or intended, and the gendered identities available to the different African subgroups at the university. Hence the thesis reviews recent theoretical approaches to intercultural communication, impoliteness and gender, and attempts to identify a suitable framework for the understanding of gendered aspects of multilingualism in the university. A combination of qualitative and quantitative research methodologies was adopted for the study. I used several modes of data collection which included indirect observation carried out through the reporting of perceived impoliteness, questionnaire surveys for evaluations of instances of impoliteness and focus group discussions with different categories of students. Discourse analysis was drawn on for the presentation of the data. The body of data reveals that while there are some general perceptions of impoliteness amongst the students that transcend culture and language diversity, differences in the perceptions of and responses to impoliteness impact greatly on the ability of individuals to communicate effectively. The study shows that the different groups identified in the study: Zulu bradas, dilute males, Model C guys, diverse males, modern Zulu women and decisive females, whilst they are attending university, decide on and construct their identities according to their preferences. This is not necessarily a matter of their original cultural identity, especially in the case of the modern Zulu women, decisive females and Model C guys. A range of different identities from which the individual may choose is made possible at the university, given that the university has its own, non-ethnic culture. The preferred identity varies amongst the students: for instance, the Zulu bradas' desire to be seen as 'traditional' pushes them to construct a 'traditional' - as they see it - Zulu identity. The decisive females in contrast are far less culture-conscious and construct an identity that is related to their personal needs. Consequently, some respondents construct communal and others individual identities. The students' interpretations and judgements of impoliteness reveal that the preferred identities influence their evaluations of behaviour. Similarly, the gender of perceiver or speaker may influence the interpretation and assessment of the degree of impoliteness. A majority of the male respondents draw on gendered cultural expectations in their judgements, while the female respondents were more egalitarian in their approach. Identity in this study emerges as crucial for the understanding of impoliteness. The study further shows that whenever the individual's constructed identity is seen to be under attack, a student may respond with equal impoliteness to defend him/herself. While this research is specifically located in the context of the University of Natal, it is relevant to the South African workplace today, where linguistic and cultural diversity may enhance or impede racial integration and gender equality. / Thesis (Ph.D.)-University of KwaZulu-Natal, Durban, 2007.

Development communication is now a recognized field within communication studies, but has always been implicated with the discourse and practices of development, as well as drawing on the lexicon of sociology for its elaboration of social phenomena and processes. This dissertation sets out to provide a case study-based review of the limits and possibilities of communication in/for development through the lens of interface analysis, a framework developed by Norman Long to reconstitute an understanding of development itself in an actor centered fashion. Adopting a broader based understanding of the concept of interface, in order to provide a communicative tool which goes beyond development practice , three dimensions of communication and development are considered: the 'dominant paradigm' with its emphasis on mass media; participatory communication with its emphasis on dialogue and social change; and communication based on new information and communication technologies, with its emphasis on the benefits of the internet. Central to the discussion is a consideration of the significance of information in developing contexts, and the centrality of communication to social relations more generally. Each of the case studies provides a concrete example of one or more of the three dimensions outlined above, and offers a platform for extending a conceptual and critical engagement with past contributions to the particular problematic. The objective of these engagements is less the establishment of firm conclusions than it is with the delineation of further topics for research, and the clarification of the future direction of communication in/for development. / Thesis (Ph.D.)-University of Natal, Pietermaritzburg, 2003.

Thesis (MPhil)--University of Stellenbosch, 2001. / ENGLISH ABSTRACT: The communication of the financial services group Sanlam was investigated to determine whether good communication plays a role in a company's successes. Communication in the company is fairly complex because Sanlam consists of various businesses that operate independently. Communication in Sanlam is nevertheless important, and the holding company as well as the businesses realise this. Sanlam's comprehensive communication with one of its most important target groups, namely shareholders and institutional investors, is proof of this. As Sanlam did not have shareholders until its listing in November 1998, communication with this group was not required before this date. Today it is extremely important to inform both the shareholders and analysts in detail about the company's financial results, activities and achievements to ensure success. Based on this information, analysts make deductions about the company and recommendations as to whether or not Sanlam shares are a good investment. Shareholders who have not been properly informed can therefore have a significant effect on the company's financial successes. There are a number of ways in which communication takes place with the various target groups inside and outside the company. Internal communication is regarded as important and internal newsletters, e-mail, television broadcasts and the Intranet are some of the tools used to inform staff. External communication also plays an important role. This includes, among other things, communication with shareholders and institutional investors, policyholders, the government and the general public. External communication mediums include, among other things, the main stream media as well as community press, the Sanlam Club magazine, letters, television broadcasts, the Internet, functions, corporate social involvement projects and sponsorships. As already mentioned, Sanlam consists of various businesses, of which Sanlam Personal Finance (SPF) is the largest. Communication in this business is discussed. SPF is responsible for its own internal as well as external communication and is mostly independent as far as this is concerned. SPF's means of communication and target market also differ from those of the Corporate Affairs department. From the study it is clear that Sanlam's communication plays a role in the company's successes. Although there is not always the required co-operation between the businesses and the holding company as far as communication is concerned, there is definitely the feeling that communication is important and that an effort should be made to ensure it is used to the company's advantage. / AFRIKAANSE OPSOMMING: Die finansiëledienstegroep, Sanlam, se kommunikasie is ondersoek om vas te stelof goeie kommunikasie 'n rol in 'n maatskappy se sukses speel. Kommunikasie in die maatskappy is taamlik kompleks aangesien Sanlam uit verskillende besighede bestaan wat onafhanklik opereer. Kommunikasie is egter belangrik en die houermaatskappy sowel as die besighede besef dit. Sanlam se uitgebreide kommunikasie met een van sy belangrikste teikengroepe, naamlik aandeelhouers en institusionele beleggers, is 'n bewys hiervan. Tot en met die notering van die maatskappy in November 1998 het Sanlam nie aandeelhouers gehad nie en was kommunikasie met dié groep dus nie nodig nie. Vandag is dit uiters belangrik om aandeelhouers en analiste baie goed oor die maatskappy se finansiële resultate, sy doen en late en prestasies in te lig om sukses te verseker. Analiste maak na aanleiding van dié inligting afleidings oor die maatskappy en doen aanbevelings aan potensiële beleggers of dit 'n goeie belegging is om in Sanlam-aandele te belê of nie. Swak ingeligte aandeelhouers en analiste kan dus 'n wesenlike invloed op die maatskappy se finansiële suksesse hê. Daar is talle manier waarop met die verskillende teikengroepe binne en buite die maatskappy gekommunikeer word. Interne kommunikasie word as belangrik beskou en interne nuusbriewe, e-pos, televisie-uitsendings en die Intranet word onder meer gebruik om personeel in te lig. Eksterne kommunikasie speelook 'n belangrike rol. Dit sluit onder meer kommunikasie met aandeelhouers en institusionele beleggers, polishouers, die owerheid en die breë publiek in. Eksterne kommunikasiemediums sluit onder meer die hoofstroommedia sowel as die gemeenskapspers, die Sanlamklub-tydskrif, briewe, televisie-uitsendings, die Internet, onthale, korporatiewe maatskaplike betrokkenheidsprojekte en borgskappe in. Sanlam bestaan uit verskillende besighede waarvan Sanlam Persoonlike Finansies (SPF) die grootste is. Kommunikasie in dié besigheid word bespreek. SPF is verantwoordelik vir sy eie interne sowel as eksterne kommunikasie en tree in 'n groot mate onafhanklik op. Hulle manier van kommunikeer en hul teikenmark verskilook van dié van die afdeling Korporatiewe Aangeleenthede. Uit die studie is dit duidelik dat Sanlam se kommunikasie 'n rol speel in die maatskappy se suksesse. Hoewel daar nie altyd die nodige samewerking tussen die besighede en die houermaatskappy bestaan wat kommunikasie betref nie, is daar beslis 'n gevoel dat kommunikasie belangrik is en dat moeite gedoen moet word om te verseker dat dit tot die maatskappy se voordeel aangewend word.