Page |1

UNIT - I : COMMUNICATION

ROLE OF COMMUNICATION

Communication plays a key role in the success of any workplace program or policy and
serves as the foundation for all five types of psychologically healthy workplace practices.
Communication about workplace practices helps achieve the desired outcomes for the
employee and the organization in a variety of ways:

• Bottom-up communication (from employees to management) provides

information about employee needs, values, perceptions and opinions. This helps
organizations select and tailor their programs and policies to meet the specific
needs of their employees.

• Top-down communication (from management to employees) can

increase utilization of specific workplace programs by making employees
aware of their availability, clearly explaining how to access and use the
services, and demonstrating that management supports and values the
programs.

Examples of communication strategies that can help make your workplace programs
successful include:

• Providing regular, on-going opportunities for employees to provide feedback to

management. Communication vehicles may include employee surveys,
suggestion boxes, town hall meetings, individual or small group meeting with
managers, and an organizational culture that supports open, two-way
communication.

• Making the goals and actions of the organization and senior leadership clear to
workers by communicating key activities, issues and developments to employees
and developing policies that facilitate transparency and openness.

• Assessing the needs of employees and involving them in the development and
implementation of psychologically healthy workplace practices.
 Page |2

• Using multiple channels (for example, print and electronic communications,

orientation and trainings, staff meetings and public addresses) to communicate
the importance of a psychologically healthy workplace to employees.

• Leading by example, by encouraging key organizational leaders to regularly

participate in psychologically healthy workplace activities in ways that are visible
to employees.

• Communicating information about the outcomes and success of specific

psychologically healthy workplace practices to all members of the organization.

WHAT IS COMMUNICATION

Exchange of information, thoughts, ideas and feelings.

• Occur in two ways

• Verbal: spoken words or written communication.
• Nonverbal: behavior such as facial expressions, body language and touch.

•Business Communication
• the exchanging of information by speaking, writing, or using some other medium.
• act of transferring information from one place, person or group to another.

The word Communication has been derived from

• Latin Word
• "Communis" (Noun) Means Common
• "Communicare" (Verb) Means ot sharing, Informing, Spreading i.e, making
common.

According to Newman and Summer : Communication is an exchange of Facts, ideas,

opinions or emotions two or more persons.
 Page |3

According to Peter Little : Communication is the process by which information is

transmitted between individuals and/or organisations so that understanding response
results.

• Process of sharing information between people within and outside a company.

• Employees and management interaction to reach organizational goals.
• Communication relating to business activity

NATURE / CHARACTERISTICS

• It is a Continuous Process
• Dyadic Process
• Inevitable (Unavoidable)
• Pervasive
• Facilitate Change
• Remove Misunderstanding and Conflicts

DEFINING AND CLASSIFYING COMMUNICATION

EFFECTIVE COMMUNICATION : Effective communication is central to the

success of any business organization. Communication is a pervasive activity which
encompasses almost all facets of our lives. Much of our life is spent communicating with
each other, be it at our workplace or in our family life.

The term communication is derived from the Latin word 'communis' which means
common. Thus, communication involves rendering common ideas, opinions or
information, that is, the sharing of ideas opinions or information. Communication is
defined as the interchange of thought or information between two or more persons to
bring about mutual understanding.

CHARACTERISTICS OF COMMUNICATION

Based on the above definitions there are certain characteristics of communication.

These are:
 Page |4

• Communication involves at least two persons-the senders and the receiver. It

involves the transfer of ideas, facts, emotions, gestures, symbols, and action from
sender to receiver. .

• Understanding is an essential component of communication, that is, the ideas,

opinions, emotions and so on, conveyed should be accurately replicated in the
receivers' mind.
• .
• Communication may be intentional or unintentional. The purpose of
communication is to elicit action, inform or to express a certain point of view.

• Communication is a two-way process, that is, feedback from the receiver to the
sender is an essential component of communication.

• Communication is a dynamic process, that is, it grows and develops.

• Communication is systematic, that is, every component of the process is affected

by every other component. For example, if there is a fault in the telephone
(channel of communication), it will affect the message received by the receiver.

TYPE /FORM OF COMMUNICATION

 Page |5

1. Organisational structure based:

1) Formal Communication

2) Informal Communication

This classification is based on channels of communication. The channel of

communication refers to the path through which the information is transmitted.

1. Formal Communication : Formal communication refers to the official communication

which follows the formal channel. Formal channels are the paths of communication that
are institutionally determined, that is, they are established by the organization. This
communication follows the scalar chain of command.

Formal communication can be oral or written. Oral communication can take the form of
interviews, meetings, presentations, and so on. Written communication can take the
form of notes, memos, letters, reports, and so on.

2.Informal Communication: Informal communication refers to communication between

individuals and groups, which does not follow the official recognized channel. It is a
result of social interaction among the various members of the organization. The transfer
of information may be related to work or other matters and it cuts across official lines of
communication.

The network or pathway of informal communication is called grapevine. The untrue part
of the grapevine is called rumor. The following are some of the characteristics of
grapevine:

• In grapevine, the flow of information takes place in all directions.

• Transmission of the information is rapid because the chain of command is not

followed.
 Page |6

• It is selective about people who receive the information.

• It extends beyond the formal hierarchy system.

2. Direction based :

1) Downward communication: It refers to communication from top-level managers to

middle or lower-level managers. Any communication that moves from employees to
supervisors, supervisors to managers, managers to executives, regional manager to
general manager and so on, maybe categorized as upward communication.

2) Upward communication: It refers to communication from lower-level managers to

top- level managers. It travels through senior executives to junior level functionaries,
from the controlling office to the branch, from the head of the division to the head
of the unit.

3) Horizontal or Lateral communication: Lateral communication generally takes place

in an organization and is neither upward nor downward. It proceeds in a horizontal
manner and takes place among equals and at peer level.

4) Interactive communication: Interactive communication is essentially a two-way

process. It takes place through meetings, conferences, teleconferencing, multimedia
presentations, group discussions, and other such active two-way exchanges.

3. Mode of Expression

Non Verbal Communication : Communication through expressions, gestures or posture

is nonverbal communication. It refers to the flow of information, through facial
expressions, tone of voice and other body movements.
 Page |7

In other words, it is a type of communication other than words. It conveys the feeling,
emotions, attitude of a person to another. A person can communicate his feeling to
others quickly and economically by using a non-verbal form of communications. This
does not require the use of words as a person can express his feelings by his body
language.

Verbal Communication : Verbal Communication is an exchange of information by

words either written or oral. Verbal communication consists of speaking, listening,
writing, reading etc. It is the most preferred mode of communication.

It may be of two types of Verbal Communication:

1. Oral Communication
2. Written Communication

Oral Communication : When a message is expressed through spoken words, it may be

either through face to face conversations or with the help of electronic mode such as
telephone, cellular phone, etc.

It may also be in the form of informal conversation, group discussions, meeting etc. It is
a more effective means of exchange of information because the receiver not only hears
the message but also observes the physical gestures of the speaker.

Written Communication : When opinions are exchanged in written form, rather than
by spoken words, it is knows as written communication.

It may be expressed through charts, pictures and diagrams. It includes newspapers,

reports, letters, circulars magazines etc. While using written communication, words
should be select very carefully because message once sent can not be altered. It is
formal in nature and cannot be overlooked.

Verbal Communication

• communication between people using oral or written words.

• message si transferred from the sender ot the receiver through an oral or written
channel of communication.
 Page |8

• when someone asks you ot do something you don't

• want to do.

• You said "No"

Oral Communication

• most common and popular mode communication

• communication through spoken words

• It can involve a face to face interaction,

• telephonic conversation or

• communication through video conferencing.

• It can be divided into formal and informal

Written Communication

• Sending messages through written words.

• uses of written mode to transfer the message.

• a very effective way of communication.

• can be used as evidence in a legal scenario.

Written Communication

• The message is communicated through

1. letters,
2. manuals,
3. reports,
4. emails,
5. handbooks,
 Page |9

6. books,
7. circulars etc.

Non Verbal Communication

• no exchange of words.

• interaction with signs and symbols.

• Symbols, signs, gestures, body language, expressions, eye contact,

physical appearance.

• Non-verbal communication may be visual or auditory In nature.

Physical Appearance

• Physical appearance includes clothes, hairstyle, accessories like a watch

or pen or the kind of perfume we wear.

Gestures
 P a g e | 10

• The movements we make with our hands, head or face are termed as
gestures.

Sign Language

• uses audio, visual and audio-visual signs and symbols to communicate.

• A thumbs-up is a positive sign.

• communication through body language, gestures and facial expressions.

PURPOSE OF COMMUNICATION

FLOW OF
INFORMATIO
N

IDEAS OF
SUBORDINATES COORDINATI
ENCOURAGED ON

PURPOSE OF
COMMUNICATION

DEVELOPING GOOD LEARNING

HUMAN RELATIONS MANAGEMENT
SKILLS

PREPARING PEOPLE
TO ACCEPT CHANGE
 P a g e | 11

The purpose of the communication can be summed up into the following:

1. Flow of Information: The relevant information must flow continuously from top
to bottom and vice versa. The staff at all levels must be kept informed about the
organisational objectives and other developments taking place in the
organisation. A care should be taken that no one should be misinformed. The
information should reach the incumbent in the language he or she can
understand better. The use of difficult words should be avoided. The right
information should reach the right person, at right time through the right person.

2. Coordination: It is through communication the efforts of all the staff working in

the organisation can be coordinated for the accomplishment of the
organisational goals. The coordination of all personnel's and their efforts is the
essence of management which can be attained through effective communication.

3. Learning Management Skills: The communication facilitates flow of information,

ideas, beliefs, perception, advice, opinion, orders and instructions etc. both ways
which enable the managers and other supervisory staff to learn managerial skills
through experience of others. The experience of the sender of the message gets
reflected in it which the person at the receiving end can learn by analyzing and
understanding it.

4. Preparing People to Accept Change: The proper and effective communication is

an important tool in the hands of management of any organisation to bring about
overall change in the organisational policies, procedures and work style and make
the staff to accept and respond positively.

5. Developing Good Human Relations: Managers and workers and other staff
exchange their ideas, thoughts and perceptions with each other through
 P a g e | 12

communication. This helps them to understand each other better. They realize
the difficulties faced by their colleagues at the workplace. This leads to
promotion of good human relations in the organisation.

6. Ideas of Subordinates Encouraged: The communication facilitates inviting and

encouraging the ideas from subordinates on certain occasions on any task. This
will develop creative thinking. Honoring subordinates' ideas will further motivate
them for hard work and a sense of belonging to the organisation will be
developed. It will provide them with the encouragement to share information
with their superiors without hesitation. The managers must know the ideas,
thoughts, comments, reactions and attitudes of their subordinates and
subordinates should know the same from the lowest level staff of their respective
departments.

PROCESS OF COMMUNICATION

The Communication is a two-way process wherein the message in the form of ideas,
thoughts, feelings, opinions is transmitted between two or more persons with the intent
of creating a shared understanding.

Simply, an act of conveying intended information and understanding from one person to
another is called as communication. The term communication is derived from the Latin
word "Communis" which means to share. Effective communication is when the message
conveyed by the sender is understood by the receiver in exactly the same way as it was
intended.

Communication Process: The communication is a dynamic process that begins with the
conceptualizing of ideas by the sender who then transmits the message through a
channel to the receiver, who in turn gives the feedback in the form of some message or
signal within the given time frame. Thus, there are Seven major elements of
communication process:
 P a g e | 13

1. Sender: The sender or the communicator is the person who initiates the
conversation and has conceptualized the idea that he intends to convey it to
others.
2. Encoding: The sender begins with the encoding process wherein he uses certain
words or non-verbal methods such as symbols, signs, body gestures, etc. to
translate the information into a message. The sender's knowledge, skills,
perception, background, competencies, etc. has a great impact on the success of
the message.
3. Message: Once the encoding is finished, the sender gets the message that he
intends to convey. The message can be written, oral, symbolic or non-verbal such
as body gestures, silence, sighs, sounds, etc. or any other signal that triggers the
response of a receiver.
4. Communication Channel: The Sender chooses the medium through which he
wants to convey his message to the recipient. It must be selected carefully in
order to make the message effective and correctly interpreted by the recipient.
The choice of medium depends on the interpersonal relationships between the
sender and the receiver and also on the urgency of the message being sent. Oral,
 P a g e | 14

virtual, written, sound, gesture, etc. are some of the commonly used
communication mediums.
5. Receiver: The receiver is the person for whom the message is intended or
targeted. He tries to comprehend it in the best possible manner such that the
communication objective is attained. The degree to which the receiver decodes
the message depends on his knowledge of the subject matter, experience, trust
and relationship with the sender.
6. Decoding: Here, the receiver interprets the sender's message and tries to
understand it in the best possible manner. An effective communication occurs
only if the receiver understands the message in exactly the same way as it was
intended by the sender.
7. Feedback: The Feedback is the final step of the process that ensures the receiver
has received the message and interpreted it correctly as it was intended by the
sender. It increases the effectiveness of the communication as it permits the
sender to know the efficacy of his message. The response of the receiver can be
verbal or non-verbal.

Note: The Noise shows the barriers in communications. There are chances when the
message sent by the sender is not received by the recipient.

CHARACTERISTICS OF EFFECTIVE COMMUNICATION

Several researchers have stressed the importance of communicating one's feelings

effectively. This is as important to a social structure as breathing is to life. Hence we
have to understand the various properties or characteristics that must qualify our
communicating activities and processes. A varied set of skills are thus essential.

7 C'S OF COMMUNICATION:

The seven C's of communication are the seven characteristics of effective

communication. Effective communication is a quality of successful people, both at home
and at work. When a speaker or writer conveys a message, it is important that the
receiver understands it. A half understood message can create misunderstanding.

Following are the 7 most important principles of effective communication.

 P a g e | 15

1. Clarity
2. Correctness
3. Completeness
4. Concreteness
5. Conciseness
6. Courtesy
7. Consideration
CLARITY

COURTESY CORRECTNESS

CONSIDERATION COMPLETENESS

CONCISENESS CONCRETENESS

1. CLARITY:

A message should be clear both in its purpose and content. The receiver of the
message should understand the purpose of the message, that is, why the
message has been delivered to him. The content of the message should be clear
as well. There should be no difficult words used.

The message will be clear if written in simple language and simple structure. Long
and complicated sentences should be avoided.

2. CORRECTNESS:

A correct message contains correct information delivered in a correct language.

An effective message guides the receiver. It does not mislead him. Secondly, it is
also important that the language used is free of all kinds of errors. There should
 P a g e | 16

be no spelling or grammatical mistakes. Using incorrect language reduces the

reliability of a message.

3. COMPLETENESS:

An important characteristic of effective communication is completeness. A

message should be complete in all aspects. Incomplete message results in chaos
and misunderstanding. A complete message contains all the information required
by the receiver. It does not leave any questions in the reader's mind.

4. CONCRETENESS:

Concrete means solid. A concrete message is supported with specific facts and
figures. It contains words that are clear and leaves no space for confusion.
Concrete messages are particular, not general.

5. CONCISENESS:

Conciseness means brief but complete. A concise message provides short and
essential communication in limited words. It avoids unnecessary words and
repetition. Extra details and use of many words can lead to confusion and
boredom.

6. CONSIDERATION:

Consideration in communication means to be sympathetic with the audience

background, mind set, interest and education. Considerate communication does
not hurt the audience, rather, it takes care of the audience's self-respect and
emotions. A communication which lacks consideration is not received warmly
and therefore is not effective.

7. COURTESY:

Courtesy means politeness. A message should contain courteous words. It should

not be harsh and cold. Good manners in communication leads to better
understanding and positive reception of the message. It is not enough to use
polite words as "please" or "thank you" but the content of the message should
also be positive. There should be no hidden insults or passive-aggressive tones.
 P a g e | 17

IMPORTANCE OF COMMUNICATION IN MANAGEMENT

• Basis of Decision-Making and Planning: Communication is essential for decision-

making and planning. It enables the management to secure information without
which it may not be possible to take any decision. The quality of managerial
decisions depends upon the quality of communication. Further, the decisions and
plans of the management need to be communicated to the subordinates.
Without effective communication, it may not be possible to issue instructions to
others. Effective communication helps in proper implementation of plans and
policies of the management.

• Smooth and Efficient Working of an Organisation: In the words of George R.

Terry, "It serves as the lubricant, fostering for the smooth operations of
management process." Communication makes possible the smooth and efficient
working of an enterprise. It is only through communication that the management
changes and regulates the actions of the subordinates in the desired direction.

• Facilitates Co-Ordination: Management is the art of getting things done through

others and this objective of management cannot be achieved unless there is
unity of purpose and harmony of effort. Communication through exchange of
ideas and information helps to bring about unity of action in the pursuit of
common purpose. It binds the people together and facilitates co-ordination.

• Increases Managerial Efficiency: Effective communication increases managerial

efficiency. It is rightly said that nothing happens in management until
communication takes place. The efficiency of manager depends upon his ability
to communicate effectively with the members of his organisation. It is only
through communication that management conveys its goals and desires, issues
 P a g e | 18

instructions and orders, allocates jobs and responsibility and evaluates

performance of subordinates.

• Promotes Co-operation and Industrial Peace: Effective communication creates

mutual understanding and trust among the members of the organisation. It
promotes co-operation between the employer and the employees. Without
communication, there cannot be sound industrial relations and industrial peace.
It is only through communication that workers can put in their grievances,
problems and suggestions to the management.

• Helps in Establishing Effective Leadership: Communication is the basis of

effective leadership. There cannot be any leadership action without the effective
communication between the leader and the led. Communication is absolutely
necessary for maintaining man to man relationship in leadership. It brings the
manager (leader) and the subordinates (led) in close contact with each other and
helps in establishing effective leadership.

• Motivation and Morale: Communication is the means by which the behaviour of

the subordinates is modified and change is effected in their actions. Through
communication workers are motivated to achieve the goals of the enterprise and
their morale is boosted. Although motivation comes from within yet the manager
can also motivate people by effective communication, e.g., proper drafting of
message, proper timing of communication and the way of communication, etc.
• Increases Managerial Capacity: Effective communication increases managerial
capacity too. A manager is a human being and has limitations as to time and
energy that he can devote to his activities. He has to assign duties and
responsibilities to his subordinates. Through communication, a manager can
effectively delegate his authority and responsibility to others and thus, increases
his managerial capacity.
 P a g e | 19

• Effective Control: Managerial function of control implies the measurement of

actual performance, comparing it with standards set by plans and taking
corrective actions of deviations, if any, to ensure attainment of enterprise
objectives according to preconceived and planned acts. Communication acts as a
tool of effective control. The plans have to be communicated to the
subordinates, the actual performance has to be measured and communicated to
the top management and a corrective action has to be taken or communicated so
as to achieve the desired goals. All this may not be possible without an efficient
system of communication

• Job Satisfaction: Effective communication creates job satisfaction among

employees as it increases mutual trust and confidence between management
and the employees. The gap between management and the employees is
reduced through the efficient means of communication and a sense of
belongingness is created among employees. They work with zeal and enthusiasm.

• Democratic Management: Communication is also essential for democratic

management. It helps to achieve workers participation in management by
involving workers in the process of decision-making. In the absence of an efficient
system of communication, there cannot be any delegation and decentralization
of authority.
Increases Productivity and Reduces Cost: Effective communication saves time and
effort. It increases productivity and reduces cost. Large-scale production involves
a large number of people in the organisation. Without communication, it may not
be possible to work together in a group and achieve the benefits of large-scale
production.

• Public Relations: In the present business world, every business enterprise has to
create and maintain a good corporate image in the society. It is only through
communication that management can present a good corporate image to the
outside world. Effective communication helps management in maintaining good
relations with workers, customers, suppliers, shareholders, government and
community at large.
 P a g e | 20

COMMUNICATION STRUCTURE OF ORGANIZATION

Communication network refer to a combination of sender and receiver in their role of

transmission of message. Communication networks make the communication
interesting, quicken the flow of information, and increases the effectiveness of
communication. Depending upon the nature of message, urgency, organizational culture
and size of the organization, different communication networks can be used. Basically
there are five types of communication network as follows:
 P a g e | 21

I. Wheel Network
It is a pattern of communication network in which a single person as pivotal,
supplies message to other members. It is centralized communication network.
Here, the group idea is probably the main source of communication. In the above
diagram, 1 (manager) is the main source of information and he passes the
information to the other group members, 2, 3, 4 and 5. In this type of network,
only the manager communicates to subordinates but subordinates are not
allowed to communicate with others i.e. member 2 cannot communicate with 3
and others.

II. Y Network
It is the pattern of communication network in which top leaders or managers
communicate to the person closed to them. Then the message is communicated
in downward direction in hierarchy.

III. Chain Network

It is a pattern of communication network in which a person can communicate
with immediate superior and subordinate in hierarchy. In the diagram, 1 can
communicate with 2,2 with 3, and 3 with 5 in downward communication where
information can flow from from bottom to top and top to bottom. It is more
suitable when authority and responsibility are clearly defined among the group or
team members.

IV. Circle Network

It is a pattern of communication network in which message is communicated in
circle, i.e., each person can pass the information to his/her adjoining two person
right or left. For example, in above diagram, 2 can communicate information to 3
and 1 and similarly 3 can pass to 2 and 4 but cannot pass the information to 3 or
4.

V. All channel Network

 P a g e | 22

It is one of the most decentralized type of communication network. In which, all

the members of group or team share their ideas, views and suggestion to all the
members without any restriction. Here, each of the member has right to
communicate with any other person in the group without any restriction and
boundaries.

COMMUNICATION IN CRISIS
Crisis refers to sequence of unwanted events at the workplace which lead to
disturbances and major unrest amongst the individuals. Crisis generally arises on a short
notice and triggers a feeling of threat and fear in the employees. In simpler words crisis
leads to uncertainty and causes major harm to the organization and its employees.

It is essential for the employees to sense the early signs of crisis and warn the
employees against the negative consequences of the same. Crisis not only affects the
smooth functioning of the organization but also pose a threat to its brand name.

Crisis Communication refers to a special wing which deals with the reputation of the
individuals as well as the organization. Crisis communication is an initiative which aims
at protecting the reputation of the organization and maintaining its public image.
Various factors such as criminal attacks, government investigations, media enquiry can
tarnish the image of an organization.

Crisis Communication specialists fight against several challenges which tend to harm the
reputation and image of the organization.

NEED FOR CRISIS COMMUNICATION

Crisis can have a negative effect on brand image. Crisis Communication experts are
employed to save an organization's reputation against various threats and unwanted
challenges.

Brand identity is one of the most valuable assets of an organization. The main purpose
of Crisis Communication team is to protect the brand identity and maintain the
organization's firm standing within the industry.
 P a g e | 23

Crisis Communication specialists rive hard to overcome tough situations and help the
organization come out of difficult situations in the best possible and quickest way.

CRISIS COMMUNICATION PROCESS

• Employees should not ignore any of the external parties and important clients
Come out, meet them and discuss the problem with them. There is nothing to be
ashamed of. If needed, seek their help. Media must not be ignored. Answer their
questions. Avoiding media makes situation all the more worse.

• Don't criticize individuals. Show a feeling of care and concern for them. Share
their feelings and encourage them not to lose hope. Encourage them to deliver
their level best. Put yourself in their place. Respect them and avoid playing blame
games.

• Effective communication must be encouraged at the workplace during

emergency situations. Employees should have an easy access to superior's cabins
to discuss critical issues with them and reach to a mutually acceptable solution.

• Information must flow across all departments in its desired form. One should not
rely on mere guess works or assumptions during crisis. Make sure the
information you have is accurate.

• Crisis communication specialists must learn to take quick decisions. Remember

one needs to respond quickly and effectively during unstable situations. Think
out of the box and devise alternate plans for the smooth functioning of
organization.

• Make sure information is kept confidential. Serious action must be taken against
employees sharing information and data with external parties. Such things are
considered highly unprofessional and unethical and spoil the reputation of the
organization.
 P a g e | 24

• The superiors must evaluate performance of employees on a regular basis. Ask

for feedbacks and reports to know what they are up to. Conduct surprise audits
to track performance of employees.

Organizations hire crisis communication specialists to overcome tough times as well as

to maintain their reputation and position in the market.

BARRIERS TO COMMUNICATION
The process of communication has multiple barriers. The intended communique will
often be disturbed and distorted leading to a condition of misunderstanding and failure
of communication. The Barriers to effective communication could be of many types like
linguistic, psychological, emotional, physical, and cultural etc. We will see all of these
types in detail below.

• Linguistic Barriers
The language barrier is one of the main barriers that limit effective
communication. Language is the most commonly employed tool of
communication. The fact that each major region has its own language is one of
the Barriers to effective communication. Sometimes even a thick dialect may
render the communication ineffective.
As per some estimates, the dialects of every two regions changes within a few
kilometers. Even in the same workplace, different employees will have different
linguistic skills. As a result, the communication channels that span across the
organization would be affected by this.
Thus keeping this barrier in mind, different considerations have to be made for
different employees. Some of them are very proficient in a certain language and
others will be ok with these languages.

• Psychological Barriers
 P a g e | 25

There are various mental and psychological issues that may be barriers to
effective communication. Some people have stage fear, speech disorders, phobia,
depression etc. All of these conditions are very difficult to manage sometimes
and will most certainly limit the ease of communication.

• Emotional Barriers
The emotional IQ of a person determines the ease and comfort with which they
can communicate. A person who is emotionally mature will be able to
communicate effectively. On the other hand, people who let their emotions take
over will face certain difficulties.
A perfect mixture of emotions ar facts is necessary for effective communication.
Emotions like anger, frustration, humour, can blur the decision-making capacities
of a person and thus limit the effectiveness of their communication.

• Physical Barriers to Communication

They are the most obvious barriers to effective communication. These barriers
are mostly easily removable in principle at least. They include barriers like noise,
closed doors, faulty equipment used for communication, closed cabins, etc.
Sometimes, in a large office, the physical separation between various employees
combined with faulty equipment may result in severe barriers to effective
communication.

• Cultural Barriers of Communication

As the world is getting more and more globalized, any large office may have
people from several parts of the world. Different cultures have a different
meaning for several basic values of society. Dressing, Religions or lack of them,
food, drinks, pets, and the general behaviour will change drastically from one
culture to another.

Hence it is a must that we must take these different cultures into account while
communication. This is what we call being culturally appropriate. In many
multinational companies, special courses are offered at the orientation stages
 P a g e | 26

that let people know about other cultures and how to be courteous and tolerant
of others.

• Organisational Structure Barriers

As we saw there are many methods of communication at an organizational level.
Each of these methods has its own problems and constraints that may become
barriers to effective communication. Most of these barriers arise because of
misinformation or lack of appropriate transparency available to the employees.

• Attitude Barriers
Certain people like to be left alone. They are the introverts or just people who are
not very social. Others like to be social or sometimes extra clingy! Both these
cases could become a barrier to communication. Some people have attitude
issues, like huge ego and inconsiderate behaviours.

These employees can cause severe strains in the communication channels that
they are present in. Certain personality traits like shyness, anger, social anxiety
may be removable through courses and proper training. However, problems like
egocentric behaviour and selfishness may not be correctable.

• Perception Barriers
Different people perceive the same things differently. This is a fact which we
must consider during the communication process. Knowledge of the perception
levels of the audience is crucial to effective communication. All the messages or
communique must be easy and clear. There shouldn't be any room for a
diversified interpretational set.

• Physiological Barriers
Certain disorders or diseases or other limitations could also prevent effective
communication between the various channels of an organization. The shrillness
of voice, dyslexia, etc are some examples of physiological barriers to effective
 P a g e | 27

communication. However, these are not crucial because they can easily be
compensated and removed.

• Technological Barriers & Socio-religious Barriers

Other barriers include the technological barriers. The technology is developing
fast and as a result, it becomes difficult to keep up with the newest
developments. Hence sometimes the technological advance may become a
barrier. In addition to this, the cost of technology is sometimes very high.
Most of the organizations will not be able to afford a decent tech for the purpose
of communication. Hence, this becomes a very crucial barrier. Other barriers are
socio-religious barriers. In a patriarchal society, a woman or a transgender may
face many difficulties and barriers while communicating.