Verbal Communication

Verbal communication is a daily occurrence in banks. According to Cleary (2009), verbal communication is any communication involving words, thus including spoken words. The use of language that clients do not understand may result in poor communication. According to the Business Dictionary (2015), verbal communication is the sharing of information between individuals by using speech. People working in a business need to effectively use verbal communication that employs understandable spoken words. Murwamphida (2008:136), asserts that managers have a responsibility to see to it that there is sound communication that is going on in the work place. Managers should send information to their subordinates through language. These subordinates should, in turn, make inputs on the running of the business. All these can be achieved if proper indigenous language (Northern Sotho) use is taken good care of.

Banks whose majority of clients are Northern Sotho speaking should employ staff members who speak Northern Sotho. Normally, clients make phone calls in order to enquire about their accounts. Moreover, clients visit banks for various reasons, such as opening accounts or to making enquiries about their already existing accounts. The use of a common language in verbal communication plays an important role. In businesses such as banks, Northern Sotho is used for verbal communication while English is used for writing. Awoniyi (1982:151) argues that when only verbal intercourse is necessary, Somali is invariably used even for the business with the government.

93 4.2.11 Brochures

Each bank has its own unique brochure. Merriam-Webster (2012) defines a brochure as a small, thin book or magazine that usually has many pictures and information about a product.

The researcher observed that Capitec brochures are accessible to people free of charge.

Brochures are important in the dissemination of information to the clients and anyone who wants to become a client. Since they is important in the dissemination of information, brochures should be accessible in language(s) that clients understand.

4.2.11.1 Capitec bank

Capitec issues brochures written only in English as follows:

Flexible savings account

 Choose your deposit amount and frequency of your deposits;

 Choose a name for your saving plan; and

 Access your plan anytime using remote banking.

Fixed-term savings account

 Fix your flexible savings account to earn higher interest;

 Reinvest or transfer the interest to your main account;

 Accept an interest rate fixed for the full term;

 Receive money available on the maturity date; and

 Becomes a flexible savings account on maturity date.

Invest today

Visit Capitec bank branch with these documents (see Fica flyer for details):

 Identification document; and

 Original proof of residential address.

94 4.2.11.2 Nedbank

Nedbank also publishes its brochures in English:

‘We’re always looking for ways to help you achieve your financial goals and aspirations.

MyFinancialLife’.

‘MyFinancialLife’ is a secure online personal money management tool. You can customise your screen to see all you need in one place. It’s so easy and it’s for free. See the following examples:

 Net-worth calculation – see all your assets, such as your savings balance, investments, retirement funds and your house, less all that you owe, such as your credit card, bond account and overdraft balances. This is your net worth, and changes in value are automatically updated, making it easy for you to keep tabs on your net worth;

 Spend analysis – by means of easy graphics your card and electronic transactions are categorised so you can see where you’re spending and make changes;

 Budgeting – track your actual spending against your planned spending;

 Saving for a goal – set your goals (such as a holiday) and then choose the amount you would like to save up in a specific timeframe. This tool calculates how much you should put aside each month;

 Alerts – these keep budgeting or goal-saving on track, and can be sent by email or SMS. You can, for instance, choose to receive alerts when 50% of your allowed credit card limit has been reached, so it’s even easier to stay on track; and

 Calendar view – track debit orders against payments that need to be made, making it easy to view weekly, monthly or yearly transactions. That way you can always plan to have sufficient funds available. No nasty surprises.

4.2.11.3 Standard Bank

Standard Bank also publishes its brochure in English as follows:

 Choose a personal loan that fits your lifestyle, needs and budget.

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 Whether it is realising your dream for paying for your studies, buying new furniture, renovating your home or paying for unforeseen medical expenses at Standard Bank.

We understand your needs;

 What do you need to qualify for a personal loan?

 Be formally employed and have a bank account with a debit order facility;

 Earn a gross monthly income of at least R3, 000;

 Have a transactional account with us or another bank into which your salary is electronically paid;

 What are the benefits of the personal loan?

 Highly competitive interest rates;

 Fixed, monthly repayments;

 One’s money will be transferred directly into your transactional account;

 No early termination fees if one pays the loan off earlier;

 Credit life insurance that will pay off your loan in the event of natural or accidental death, permanent or temporary disability or retrenchment; and

 It is evident that Northern Sotho does not receive its rightful pace in the banks. English dominates and the researcher observed that many customers were battling with the language.