Topics for Communication Skills:

I. Communication skills: Definition, Significance, Types

What is communication? What are the features of communication?

What is the importance of communication? - To build relationships, in the academic world,

in the corporate world, to secure interviews.

What is communication cycle? (Along with diagram)

Two major types: Verbal and Non-verbal. Their advantages and disadvantages.

Types of Communication- according to different Levels of Communication: Extra personal,

Intrapersonal, Interpersonal, Organizational, Mass Communication

Flow of Communication- Vertical (Upward, Downward), Horizontal, Diagonal

Non-verbal Communication (Definitions only)- Appearance, (Kinesis- Posture, Gesture, Facial

expressions, eye-contact), Chronemics, Proxemics, Paralanguage/ Paralinguistics, Haptics.

II. 7 Cs of Communication

III. Barriers to Communication: 1. Intrapersonal, 2. Interpersonal, 3.

Organizational.
IMPORTANCE AND FUNCTION OF COMMUNICATION:

What is communication?

Communication is a process of conveying messages. Communication is the act of sharing

ideas, emotions, and feelings between two or more people. What can be shared? - Words,
Signs, Information.

We give, get and share information during a communication.

Features of communication:

➢ It is a universal process

➢ It is a social activity

➢ It is a two-way process.

➢ it can be formal or informal.

➢ It is done verbally or non-verbally

Who can communicate? Can a child communicate? In the first year, verbal skills might be
lacking but a child can communicate through other means- crying, laughing, showing
discomfort, eye movement etc (non-verbal communication). Through Haptics or touch.

Other examples: When an alarm goes off, is it a form of communication?

Is television a means of communication? - News, Advertisements, Series

Is dreaming a means of communication?

History of Communication:

How has how we communicate changed?

1. Cave paintings: contained enormous amount of information, used to mark territory;

Oral traditions- folklore etc.

2. Manuscripts, Carrier pigeons (Manuscript era before the print era- invention of the
printing press).

3. Postal System

4. Newspapers
 5. Radios

6. FAX and Telegraph

FAX or facsimile is a system through which a scanned copy of an image and text
printed on paper is transmitted between two people.

7. Telephone

8. Television

9. Internet

10. E-mail

11. Text messages

12. Social Media

Business/Technical Communication: Technical communication is different from general

communication. Technical communication is formal communication in an organization,
business enterprise, industry or academic institution.

Technical communication usually has the following objectives:

• To provide organized information that aids in quick decision-making

• To invite corporate joint ventures

• To disseminate knowledge in oral or written form

Importance of Communication:
1. To build healthy relationships:

Good communication builds strong friendships.

2. In the academic world:

We encounter various situations involving speech or writing: conversing with friends,

professors, colleagues to achieve various purposes.

You have to communicate during seminars, group discussions, lab projects etc.

3. In the corporate world:

Communication is an important tool in the corporate world. As it is a tool for sharing
thoughts, ideas, opinions and plans in various parts of an organization. Good
communication is required not only in building relationships but also for a successful
business. That is why communication is having tremendous importance in the organization.
Communication helps to increase efficiency at the workplace. The success of any business or
profession depends upon proper communication.

All managerial and administrative activities involve communication- be it planning,

organizing, recruiting, co-ordinating or decision-making.

The higher one’s position in an organization, the greater is the need to communicate. When
a CEO of an organization presents his/her company’s achievements in a meeting, each of
the participants comes to know of these milestones.

We interact through emails, reports, proposals, letters etc.

4. To secure an interview:

To secure yourself in the interview you should communicate confidently and clearly. Good
communication skills would help you to get selected for the job.

COMMUNICATION CYCLE:
For communication to take place between people, at least two people must be present- a
sender and a receiver.

At any given point of time, one is active and the other is passive. Is this enough? No, there
should also be co-operation and understanding between them. They must speak in similar
codes which is mutually understandable or they must speak in a common language.

So, communication can be defined as the exchange of information, ideas, and knowledge
between a sender and a receiver through an accepted code of symbols.

1. Formulation

2. Message

3. Encoding- through language- words, actions, signs, emoticons etc.

4. Medium/Channel- f2f, on paper, electronic medium etc

5. Receiver

6. Decoding (Factors which affect the decoding part of the msg- noise)
7. Response (Appropriate response- no external or internal interference / Inappropriate
response- somewhere or the other, there has been a breakdown of communication.)

8. Feedback- The transmission of the receiver’s response is called feedback. Feedback is

essential as it measures the effectiveness of a communication.
Sender:

The sender is the person who sends the information to the receiver. This is why the
communication process has started for the sender. It is also called an encoder because the
sender always puts the message into words or images.

Message:

It is the second aspect of the communication process. It is a kind of information that the
sender wants to convey to the receiver.

Channel:

It is the medium of sharing information from one person to another. It can be a language or
any other. or it simply means various methods of sending the message e.g., telephone,
television etc.

Receiver:

The receiver is the person or group who receives the message or information which is
sent/given by the sender. It is also called a decoder because it decodes the information sent
by the sender.

Feedback:

Feedback is the key to any effective/successful communication. It is one of the fundamental

aspects in the process of communication, through which the sender can understand
whether the message has been successfully received or not.

Essential elements of an effective communication:

• A well-defined communication environment

• Cooperation between the sender and the receiver

• Selection of an appropriate channel

• Correct encoding and decoding of the message

• Feedback
Levels of Communication:
• Extrapersonal

• Intrapersonal

• Interpersonal

• Organizational

• Mass Communication

Extrapersonal Communication:

Extrapersonal- outside of the person/personal.

Communication between a human being and a non-human entity is extrapersonal.

Example: a dog comes to you wagging its tail as soon as you reach home- its extrapersonal
communication. Or when a parrot responds to you or greets you (parrots just mimic words.
They don’t necessarily understand all of human speech. Whether they have intelligence or
capability is contested. But they can sure develop intelligence when they are trained. If you
repeat certain words or phrases to your parrot, the parrot will start to mimic it. If it greets
you as soon as you enter a room, it has most likely formed an association between you, the
word and your act of entering a room). They not only mimic words but can also mimic the
creaking of doors for example.

So, at some level there is a type of a communication happening even though its only
through sign language.

Do you have pets? How do you communicate with your pets?

Intrapersonal Communication:

Intrapersonal communication happens with the self. You know that the brain is connected
to all the organs and communicates with all organs electro-chemically.

When you begin to feel hot, your brain will signal you to turn on the cooler. Because a msg
was sent to the brain informing it that you are feeling hot. (Watch Inside Out)
The relevant organ is the sender, the electrochemical impulse is the message and the brain
is the receiver. Next, the brain assumes the position of the sender and sends the msg that
you should switch on the cooler.

If such basic dialogue doesn’t happen in your brain, you will not be able to do other levels of
communication like interpersonal and organizational. Even when you are communicating
with others, your internal dialogue continues- weighing, considering, processing
information, planning etc.

Sometimes, you have an internal dialogue to motivate yourself- self-motivation, self-

determination, self-resolve- these are all intrapersonal communication.

Interpersonal Communication:

Interpersonal communication differs from other forms of communication in that there are
few participants involved, they are in close physical proximity to each other, many sensory
channels are used, and feedback is immediate. (So, different from organizational)

The roles of the sender and the receiver keeps on altering.

Feedback is immediate. So, this form of communication is advantageous.

Interpersonal communication can be formal or informal. Ex: your conversation with friends
and family, your conversation with a store clerk. Conversation bet two candidates waiting
outside will be different from the conversation between the interviewee and the panelist.
So, there can be different styles of interpersonal communication depending on the level of
formality.

Factors which influence the conversation are- the psychology of the two parties involved,
the circumstance in which the conversation is taking place, the surrounding, the
environment and finally the cultural context.

Organizational Communication

Organizational Communication is extremely important for the sustenance of any

organization. Communication in an organization happens at different hierarchical levels.
With a proper networking system, communication in an organization is possible even
without direct contact between employees. It can be further divided into:

(i) Internal operational: All work-related or operational communication that happens within
the organization is called Internal operational communication.

(ii) External operational: Work-related communication with people outside the organization
is called External operational communication.
(iii) Personal: All communication in an organization for other than business communication
is called Personal Communication.

Mass Communication

It is for a larger audience. Examples of mass media- journals, books, television and
newspaper. It is generally persuasive in nature- example-advertisements, or if a chairman of
a firm is giving an interview.

Oral communication through mass media requires equipment such as microphones,

amplifiers, etc., and the written form needs print or visual media.

Characteristics of Mass Communication:

1. It has a large reach. So, it can reach audiences scattered over a large geographical area.

2. Impersonality: (opposite of personal, personal tone, impersonal tone) Mass

communication is impersonal as the participants are unknown to each other.

3. Presence of a gatekeeper: A person or a group of people responsible for sending

information from the sender to the receiver through a mass medium. For example: In a
newspaper, the editor decides which news makes it to the reader. The editor is therefore
the gatekeeper in this mass communication process.

Flow of Communication:
Both formal and informal communication flows in an organization. Formal communication
flows through formal channels- internal operational and external operational
communication channels.

Examples: The manager instructing a subordinate on some matter. Or an employee brings a

problem to a supervisor’s attention. Or when to employees interact to discuss a customer’s
orders. All of these are examples of formal communication.

What kind of information flows through formal channels? Policies, procedural changes,
orders, instructions, confidential reports.

• Vertical communication – Upward and Downward

• Horizontal communication
 • Diagonal communication

Vertical communication:

1. Upward communication:

Upward communication keeps the managers informed about the business operations.
Examples: When sub-ordinates send reports to inform their superiors or to present their
findings or recommendations to their superiors, communication flows upwards. They can
also talk about their feelings, job, colleagues etc.

Open culture- if managers are able to build trust and respect, if managers are approachable
then there will be a significant volume of upward communication.

In an authoritative culture/environment, downward flow dominates and upward flow is

limited. Suggestion boxes, employee attitude surveys, grievance procedures, superior–
subordinate decisions (decisions taken for the subordinate by his/her superior), review
reports, statistical analyses, etc. provide restricted information to top management

2. Downward communication:

It flows from the manager down the chain of command.

Example: When the managers instruct, inform, advise or request their subordinates, the
information flows in a downward direction.

It is carried out to covey routine information, new policies or procedures, seek clarification,
ask for an analysis, etc.

Downward communication can take any form—emails, memos, notices, face-to-face

interactions, or telephone conversations

It should be adequately balanced by an upward flow of communication.

Horizontal Communication:

Horizontal or lateral communication takes place among peer groups or hierarchically

equivalent employees, i.e., employees at the same seniority level.

It is carried out to facilitate co-ordination, save time and bridge the communication gap
between various departments.

Example: The Vice President (Marketing) sending some survey results in the form of a memo
to the Vice President (Production) for further action is an example of lateral communication.

Can be formal (internal operational) or informal or personal. Personal communication

bypasses the formal structures.

Diagonal Communication:

Diagonal communication cuts across various functions and levels in an organization.

Example: A sales manager communicates directly with the Vice President (production). So,
different levels and different departments. That’s diagonal communication.

It cuts the chain of command but its quick and efficient. It prevents other employees to be
used merely as messengers between the sender and the receiver.

How can it take place? Emails, f2f

It is also called cross-wide, radial or circular communication depending on the structure of

the organization.

Types of Communication:

Type of communication Defined

Verbal communication The way we speak out loud and communicate our message.

Non-verbal communication How our body language or inflection influences our message.
Visual communication Using images to communicate your message visually and clearly.

Written communication Leveraging the written word to make your point in text.

1. Verbal Communication:
Effective verbal communication consists of pitch, tone, pauses, speed, structure, flow, logic
and word choice. If you have effective verbal skills, you might be able to build stronger
relationships, influence people by communicating effectively and even elevate your
organization.

Dos of verbal communication:

1. Speak slowly.

2. Consider the context.

3. Structure your messages well. This is important during presentations and meetings.
Adjust the way that you speak based on people’s responses.

4. Ask clarifying questions. (If somebody else is presenting and if you have doubts).

Don’ts of verbal communication:

1. Don’t worry. Making mistakes while speaking is normal. Don’t get nervous. The show
must go on.

2. Stress out about using filler words like erm and um. When you need to think, pause
instead.

3. Don’t assume that people have understood you just because they are nodding their
heads.

Advantages:

1. Spontaneous

2. Immediate Feedback

3.Time saving
Disadvantages:

1.No record is maintained.

2.Telephone- no non-verbal cues.

3. (Meeting)- Requires the physical presence of the participants.

2. Non-verbal communication:
Non-verbal communication includes tone and pitch, posture and body language, eye
contact, facial expressions, hand gestures and even physical distance (proxemics).

Making gestures like nodding your head, smiling and mirroring body language gives a good
impression while communicating. Some studies suggest that between 70 and 80% of
communication is non-verbal!

Knowing how to interpret non-verbal msgs is a very valuable skill. People who understand
nonverbal communication show empathy, relate with others, engage effectively and
interact meaningfully. Helping your employees understand non-verbal communication can
increase trust, clarity and rapport. But when signals are ignored, it can create tension,
mistrust and confusion.

Dos of non-verbal communication:

1. Vary your voice.

2. Smile when speaking and listening.

3. Show people that you’re engaged.

4. Wait until people have stopped speaking before responding and listen to understand, not
reply.

Don’ts of non-verbal communication:

1. Fidget (avoid it).

2. Look away when somebody is talking.

3. Ignore how you feel (it will reflect in your body language, whether you want it to or not).
Advantages of non-verbal communication:

1. Enhances/ Aids verbal communication.

2. One can show a range of emotions with the help of non-verbal communication.

3. It is time efficient.

4. Can be used to assist people with disability.

Disadvantages of non-verbal communication:

1. There is no maintained record of non-verbal communication.

2.It can be imperfect, inaccurate or ambiguous.

3. It is limited to face to face conversations (in person or video conferencing), so it is limited

by space and proximity.

3. Visual communication:
Using images in presentations, sharing photographs and video recordings account to visual
communication. Using graphs and pictures during presentations can make the presentation
livelier and can help compare trends.

Road signs is one example of visual communication. Road signs are pictographic images
using which a lot of information can be conveyed with one symbol or image.

Traffic lights are also examples of visual communication.

Dos of Visual Communication:

1. Consider the purpose and context of the images that you share.

2. ask yourself- if the file you’re sharing would add value to the communication.

3. Add captions/texts to explain the picture or graph.

Don’ts of Visual Communication:

1. Don’t use images that could offend anyone.

2. Don’t make the image or text too small.

3. Don’t over-rely on images.

4. Written Communication:
This style of communication could include writing an email, typing out a quick text or a Slack
message (app/tool), writing a report or preparing slides for a presentation.

Dos of written communication:

1. Put the most important point at the top of the message.

2. Consider structure carefully. Logical, flowing text is easier to read. (It should be coherent)

3. Keep it short and clear.

4. Make sure you’re using the proper tone. Ex: if it’s a request-write please.

5. Always re-read it before you send it.

Don’ts of written communication:

1. Rely on written communication when something is urgent.

2. Forget that colloquialisms, metaphors, idioms and slang often won’t mean the same thing
across cultures.

Different mediums of communication:

Email

Written- Reports, Documents

Face to Face:

Video
Non-verbal Communication:
We are always transmitting messages. We are never in a state when we are not transmitting
msgs.

1. Appearance- One’s appearance might put the audience into a resistant or hostile
attitude or induce them into a receptive mood. People see us before they hear us.
We form our opinions about a person even before he/she utters a word. Just like we
adapt our language to the audience (we avoid using technical terms with people who
aren’t familiar with those terms, one should dress appropriately for an occasion.
Appearance includes our clothes, hair, accessories and cosmetics etc.

Body language includes every aspect of our appearance, from what you wear, how
you stand, look, move, your facial expressions etc.

2. Kinesis- Kinesis is the study of the body’s physical movements.

Posture (posture refers to the way one holds oneself when one sits, stands or walks),
Gesture (Movement made by one’s hands, head or face- could be descriptive,
enumerative, symbolic, locative, directional etc.), Facial expressions, eye-contact

3. Chronemics- Chronemics is the study of how human beings communication through

the use of time.

4. Proxemics- Proxemics is the use of physical space in interpersonal communication.

The way people use space can tell a lot about them. According to Edward T. Hall
there are four zones of proxemics (1966)- Intimate space, Personal Space, Social
space and Public Space

5. Paralanguage/ Paralinguistics- Paralanguage is a technical term for the voice cues

that accompany spoken words. It is the non-lexical feature of language. Example:
Vocal tone, pitch, volume, voice quality, vocalized pauses like umm, err, empty
pauses etc.

6. Haptics- Haptics is the discipline which studies the sense of touch. It is a form of
interpersonal communication: a pat on the back, a handshake etc in a business
setting.
7Cs of Communication:
7Cs of communication offer an easy way to ensure that your communication is always as
effective as possible.

Scott M. Cutlip and Allen H. Centre are credited as the minds behind the 7Cs of
Communication. They first introduced the checklist in their book- Effective Public Relations.

1. Clear.

2. Concise.

3. Concrete.

4. Correct.

5. Coherent.

6. Complete.

7. Courteous.

1. Clear

When writing or speaking to someone, be clear about your goal or message. What is your
purpose in communicating with this person? If you're not sure, then your audience won't be
either.

To be clear, try to minimize the number of ideas in each sentence. Make sure that it's easy
for your reader to understand your meaning. People shouldn't have to "read between the
lines" and make assumptions on their own to understand what you're trying to say.

2. Concise

When you're concise in your communication, you stick to the point and keep it brief. Your
audience doesn't want to read six sentences when you could communicate your message in
three. Ask yourself:

• Are there any adjectives or "filler words" that you can delete? You can often
eliminate words like "for instance," "you see," "definitely," "kind of," "literally,"
"basically," or "I mean."

• Are there any unnecessary sentences?

• Have you repeated the point several times, in different ways?

3. Concrete

When your message is concrete, your audience has a clear picture of what you're telling
them. There are details (but not too many!) and vivid facts, and there's laser-like focus.
When your message is to the point and there are facts to consolidate your message then
your message is solid.

4. Correct

When your communication is correct, your audience will be able to understand it. And
correct communication is also error-free communication. Make sure your message is correct
by asking yourself the following questions:

• Do the technical terms you use fit your audience's level of education or knowledge?

• Have you checked your writing for grammatical errors? (Remember, spell checkers
won't catch everything).

• Are all names and titles spelled correctly?

Example:

Hi Megan,

Thanks so much for meeting me over lunch today! I enjoyed our conservation and I’m
looking forward to moving ahead on our project. I’m sure that the two-weak deadline won’t
be an issue.

Thanks again, and I’ll speak to you soon!

Best,

Jack Miller.

5. Coherent

When your communication is coherent, it's logical (it makes sense). All points are connected
and relevant to the main topic, and the tone and flow of the text is consistent.

6. Complete

In a complete message, the audience has everything they need to be informed and, if
applicable, take action.
 • Does your message include a "call to action," so that your audience clearly knows
what you want them to do?

• Have you included all relevant information – contact names, dates, times, locations,
and so on?

Example:

Hi everyone,

I just wanted to send you all a reminder about the meeting we’re having tomorrow!

See you then,

Swati

(Missing details- meeting is on telecommuting policies. Time and Place? Please let me know
about your availability)

7. Courteous

Courteous communication is friendly, open and honest. There are no hidden insults or
passive-aggressive tones. You keep your reader's viewpoint in mind, and you're empathetic
to their needs.
Barriers to Communication:

Barriers to Communication:
A barrier is defined as something that prevents or controls progress or movement. A barrier
acts like a sieve, allowing only a part of the message to filter through; as a result, the desired
response is not achieved. We need to remove barriers so that no gap occurs in the
communication cycle.

A common barrier is wrong assumption about the person and the message itself.

Situation: You have asked your subordinate to write a bimonthly report. However, he hasn’t
written it even until the next month and when you ask about the delay, he says that he was
asked to produce the report bimonthly. Whereas to you, the term bimonthly meant twice in
a month. And to him- once in two months.

Solution- Identify the prob (here- semantic barrier) and use a term which would suggest the
intended meaning only. Not the connotative (implied) and denotative (literal) meaning.
Clearer words which could be used- twice a month or once a fortnight.

So, always write the barriers and then how to overcome them.

Noise: Noise is defined as any unplanned interference in the communication environment,

which affects the transmission of the message.

1. Semantic barriers- if the msg is not understood properly.

2. Technical Language-Language barriers also arise when the sender of the message is
speaking in technical terms while the receiver is unaware of the terms. It creates confusion
and misunderstanding.

3. Cultural barriers: Cultural barriers are those that arise due to lack of similarities among
the different cultures across the world. Different terms can have different meanings in diff
cultural contexts. Plus, certain beliefs can differ from culture to culture.

4.Physical barriers: Can arise due to certain factors like faulty equipment, noise, closed
doors and cabins that cause the information sent from sender to receiver to become
distorted, which results in improper communication.

5. Physiological barriers: Physiological barriers arise when a sender or the receiver of the
communication is not in a position to express or receive the message with clarity due to
some physiological issues like dyslexia, or nerve disorders that interfere with speech or
hearing.
Barriers according to the process of message formation and
delivery,

1. Intrapersonal barriers

2. Interpersonal barriers

3. Organizational barriers

Intrapersonal Barriers:
These are certain barriers which are within us due to our unique or different perception,
experiences, education, culture, personality etc.

• Wrong assumptions- It happens when a sender/receiver doesn’t have an appropriate

knowledge about the other’s background or expresses false concepts which are fixed in
his/her mind. Doctor to patient: Only take these medicines during SOS (without knowing if
the patient knows what SOS is).

• Varied perceptions- different individuals hold different viewpoints about the same
situation.

Example: Different perceptions in an organization may also lead to disagreements. During

these disagreements, you might take the side of the person you are close to. You may
perceive your friend’s arguments as correct, and hence, may not be able to appreciate
his/her opponent’s point of viewpoint. The best way to overcome this barrier is to step back
and take a wider, unbiased perspective of the issue.

• Differing background- The representative of a computer company would not make much
sense to a group of doctors if in his/her presentation he/she goes into details about the
hardware aspects of the computer that he/she plans to install in a hospital.

Empathy or identification with the other person is the solution to this barrier. We must
make an effort to understand what the listener can find difficult to comprehend in our
message because of the difference between our background and that of the listener. So, the
language used by the speaker should reduce ambiguity and multiple meanings.

• Wrong inferences- Wrong inference provide more scope for gossip or rumors to spread.
When professionals analyze material, solve problems, and plan procedures, it is essential
that inferences be supported by facts. Systems analysts, marketing specialists, advertisers,
architects, engineers, designers, and others must work on various premises and draw
inferences after collecting factual data.

• Blocked categories- We react positively to a message/information only if it is in

consonance with our views, habits and attitudes. When it is unfavorable to us, we often
block, avoid or reject it.

Some people have certain prejudices so deeply embedded in their mind that these cannot
be challenged.

We often read something not to learn something new, but to confirm our own biases/belief
systems.

Interpersonal Barriers:
Interpersonal barriers occur due to the inappropriate transaction of words between two or
more people.

It can crop up due to a limitation of communication between a sender and a receiver. Or

due to disturbance in the channel or medium.

• Limited vocabulary - during a speech, if you are at a loss for words, your communication
will be very ineffective, and you will leave a poor impression on the audience. On the other
hand, if you have a varied and substantial vocabulary, you can create a favorable impression
on your listeners. Merely having a wide vocabulary is of no use unless the communicator
knows how to use it.

So, one should always try to develop one’s vocabulary by reading a wide variety of books.

• Incompatibility (clash) of verbal and non-verbal messages- Non-verbal cues provide a

deeper insight into the sender’s message. So, we should use it accurately.

Imagine a situation where your CEO introduces the newly recruited middle-level manager to
the other employees. In a small speech, he conveys the message that he is very delighted to
have the new manager appointed in his office. However, the expression on his face shows
just the opposite of what he is saying.

Physical appearance often serves as one of the most important non-verbal cues.

✓ Dress according to the occasion.

✓ Wear neat and clean clothes.

✓ Choose an appropriate hairstyle.

 ✓ Wear clean and polished shoes.

• Emotional outburst- extreme anger can create such an emotionally charged environment
that a rational discussion becomes impossible.

Emotions are an integral part of our being, whether in business or in personal encounters.
By sharpening self-awareness, intuition, and empathy, emotions can help in developing an
environment that is highly conducive to good communication. However, excessive
emotions/emotional outbursts in reaction to a rumor, disagreement etc. can cause a barrier
to communication. Solution- maintain composure in all kinds of communication.

• Communication selectivity- Selective listening leads to a barrier in communication. This

happens because he/she is only interested in the part of the msg which he/she finds
interesting.

Communication selectivity may act as a barrier in written forms of communication as well.

While reading any document, if you read only the parts you consider useful, you are posing
this barrier.

• Cultural variations- Since businesses work on a global scale and there is a cooperation
between people from different countries, the management and employees of such
companies need to closely observe the laws, customs, and business practices of their host
countries, while dealing with their multinational workforce.

This also applies when you are studying abroad.

• Poor listening skills- Sometimes, an individual is so engrossed in his/her own thoughts and
worries that he/she is unable to concentrate on listening. Poor listening skills can thus cause
a barrier in communication.

• Noise in the channel- Disturbances in telephone lines, poorly designed acoustics of a

room, dim typescripts, and illegible writing are some more examples of technical noise.

Organizational Barriers:
In large organizations where the flow of information is downward, feedback is not
guaranteed. A rigid, hierarchical structure usually restricts the flow of communication.

The main organizational barriers are as follows:

• Too many transfer stations- There are numerous transfer points for communication to
flow in these hierarchical systems, and each of these points has the potential to distort,
delay, or lose the message. To avoid this, there should be direct contact between the sender
and the receiver with minimum transfer stations. If the message is presented orally, this
further reduces the dependence on transfer stations.

• Fear of superiors- Fear of superiors prevent the subordinates from speaking frankly.

An employee may not be pleased with the way his/her boss extracts work from him/ her but
is unable to put his/her point across because of fear of losing the boss’s goodwill.

Solution- an open environment which is conducive to communication and feedback.

Moreover, by encouraging active participation from their subordinates, senior officers pave
the way for more ideas, resources, or solutions to come forth from their subordinates.

• Negative tendencies- expressing refusal/denial. Lacking positive or affirmative qualities.

A communication barrier can exist due to a conflict of ideas between the members and non-
members of a group.

For example, the student members of the sports club of an educational institution may be
annoyed with non-members who oppose the club’s demand for allocating more funds to
purchase sports equipment. This type of opposition gives rise to insider–outsider equations,
which in turn pave the way for negative tendencies in the organization.

• Use of inappropriate media - Some of the common media used in organizations are
graphs and charts, telephones, facsimile machines, boards, email, telephones, films and
slides, computer presentations, teleconferencing, and videoconferencing.

The telephone, for instance, would not be an ideal medium for conveying confidential
information. Such messages are best conveyed in person or, if the receiver is located in
another office, by private chat messenger. Printed letters, which provide permanence, are
preferable for information which requires to be stored for future reference.

• Information overload- One of the major problems faced by organizations today is the
decrease in efficiency resulting from manual handling of huge amount of data. This is known
as information overload.