BusComm Midterm

Communication Barriers
What is Communication?
Communication is an integral instinct of all living things. At its simplest,

communication is any exchange of information between two entities. It can be
observed to take place at the cellular level between microorganisms, and on a
larger scale between members of a herd evading a predator. As modern
humans living in a busy world, we rely on good communication every day to
make our way through life. Every interaction we have with another person,
from a raised eyebrow in a busy checkout lane, to an obscene gesture at
another motorist in traffic, to the simple wave to your family as you pull out of
the driveway in the morning, is a form of communication. Today,
communication has gone from individual levels of conversing to mass
communication. The most important aspects of communication are best
understood when there is a lack of it. In the following pages, we will discuss
different types of communication, common barriers in our daily
communication, as well as strategies for overcoming them.
Good communication is not just a process of transferring information from one

entity to another. It's an art of first listening or reading the information,
comprehending it, processing it and then transferring it. There is a huge
amount of effort that goes into communication. Gestures, tone of voice, body
language and spoken language are some of the important aspects of
communication. If the other person is unable to comprehend any of these
factors, then the process fails.
Four Types of Communication
Communication comes in four basic types. Below, we will look at the different
types in depth.
Verbal Communication This mode of communication relies on words

to convey a message. This is the standard method of communicating
that most of us use on a day-to-day basis, though we rarely use it
without augmenting it with one of the other communication types. Other
cues people use while communicating verbally include, tone, gestures,
and body language. Verbal communication helps in expressing
thoughts, emotions and sentiments. A phone conversation, chat with a
friend, an announcement made, or a speech delivered are all verbal
forms of communication. For most of us, it comes with ease. As
children, we learned verbal communication through the sounds around
us. We soon develop and start understanding the language which
helps us to communicate verbally as we grow older. Verbal
communication is further divided into four subcategories:
1. Intrapersonal Communication This form of communication is
extremely private and restricted to ourselves. It includes the
silent conversations we have with ourselves, wherein we juggle
roles between the sender and receiver who are processing our
thoughts and actions. This process of communication when
analyzed can either be conveyed verbally to someone or stay
confined as thoughts.
2. Interpersonal Communication This form of communication takes

place between two individuals and is thus a one-on-one
conversation. Here, the two individuals involved will swap their
roles of sender and receiver in order to communicate in a
clearer manner.
3. Small Group Communication This type of communication can

take place only when there are more than two people involved.
Here the number of people will be small enough to allow each
participant to interact and converse with the rest. Press
conferences, board meetings, and team meetings are examples
of group communication. Unless a specific issue is being
discussed, small group discussions can become chaotic and
difficult to interpret by everybody. This lag in understanding
information completely can result in miscommunication.
4. Public Communication This type of communication takes place

when one individual addresses a large gathering of people.
Election campaigns and public speeches are example of this
type of communication. In such cases, there is usually a single
sender of information and several receivers who are being
addressed.
Non Verbal Communication Non-verbal communication is a process

of communication without using words or sounds. Non-verbal
communication uses gestures, body language, facial expressions, eye
contact, clothing, tone of voice, and other cues to convey a message.
Like verbal communication, this method of communicating is rarely
used alone. Non-verbal communication could be considered like a
spice we use when communicating to add a little flavor. You might raise
your eyebrows emphatically when speaking to help make a point, or
shake your finger at your child when you’re angry. These are all
non-verbal cues that help convey a message.
Written Communication Written communication is the medium

through which the message of the sender is conveyed with the help of
written words. Letters, personal journals, e-mails, reports, articles, and
memos are some forms of written communication. Unlike some other
forms of communication, written messages can be edited and rectified
before they are sent to the receiver, thereby making written
communication an indispensable part of informal and formal
communication. This form of communication encapsulates features of
visual communication as well, especially when the messages are
conveyed through electronic devices such as laptops, phones, and
visual presentations that involve the use of text or words.
Visual Communication This form of communication involves the

visual display of information, wherein the message is understood or
expressed with the help of visual aids. For example, topography,
photography, signs, symbols, maps, colors, posters, banners and
designs help the viewer understand the message visually. Movies and
plays, television shows and video clips are all electronic form of visual
communication. Visual communication also involves the transfer of
information in the form of text, which is received through an electronic
medium such as a computer, phone, etc. Icons and emoticons are a
form of visual communication. When these icons are used in a public
place, phone or computer, they instruct the user about their meaning
and usage. One of the greatest examples of visual communication is
the internet, which communicates with the masses using a combination
of text, design, links, images, and color. All of these visual features
require us to view the screen in order to understand the message being
conveyed. Media communication is developing at a meteoric rate in
order to ensure clarity and to eliminate any ambiguity. The
aforementioned four types of communication have played a vital role
and continue to do so, in bridging the gap between people, commerce,
education, health care, and entertainment. There are many reasons
why interpersonal communications may fail. In many communications,
the message may not be received exactly the way the sender intended
and hence it is important that the
Communication Barriers
There are many reasons why interpersonal communications may fail. In many
communications, the message may not be received exactly the way the
sender intended and hence it is important that the communicator seeks
feedback to check that their message is clearly understood. The skills of
Active Listening, Clarification and Reflection, which we will discuss shortly,
may help but the skilled communicator also needs to be aware of the barriers
to effective communication. There exist many barriers to communication and
these may occur at any stage in the communication process. Barriers may
lead to your message becoming distorted and you therefore risk wasting both
time and/or money by causing confusion and misunderstanding. Effective
communication involves overcoming these barriers and conveying a clear and
concise message.
Some common barriers to effective communication include:
● The use of jargon. Over-complicated or unfamiliar terms.
● Emotional barriers and taboos.
● Lack of attention, interest, distractions, or irrelevance to the receiver.

● Differences in perception and viewpoint.
● Physical disabilities such as hearing problems or speech difficulties.
● Physical barriers to non-verbal communication.
● Language differences and the difficulty in understanding unfamiliar

accents.
● Expectations and prejudices which may lead to false assumptions or

stereotyping. People often hear what they expect to hear rather than
what is actually said and jump to incorrect conclusions.
● Cultural differences. The norms of social interaction vary greatly in

different cultures, as do the way in which emotions are expressed. For
example, the concept of personal space varies between cultures and
between different social settings.
A skilled communicator must be aware of these barriers and try to reduce

their impact by continually checking understanding and by offering appropriate
feedback.
Barriers to Communication by Category
● Language Barriers Clearly, language and linguistic ability may act as

a barrier to communication. However, even when communicating in the
same language, the terminology used in a message may act as a
barrier if it is not fully understood by the receiver(s). For example, a
message that includes a lot of specialist jargon and abbreviations will
not be understood by a receiver who is not familiar with the terminology
used. As nurses, we are especially prone to making this mistake. We
must remember to use language that can be understood by the
receiver.
● Psychological Barriers The psychological state of the receiver will

influence how the message is received. For example, if someone has
personal worries and is stressed, they may be preoccupied by personal
concerns and not as receptive to the message as if they were not
stressed. Stress management is an important personal skill that affects
our interpersonal relationships. Anger is another example of a
psychological barrier to communication. When we are angry it is easy
to say things that we may later regret and also to misinterpret what
others are saying. More generally, people with low self-esteem may be
less assertive and therefore may not feel comfortable communicating -
they may feel shy about saying how they really feel, or read negative
sub-texts into messages they hear.
● Physiological Barriers Physiological barriers may result from the

receiver’s physical state. For example, a receiver with reduced hearing
may not grasp the entirety of a spoken conversation, especially if there
is significant background noise.
● Physical Barriers An example of a physical barrier to communication

is geographic distance between the sender and receiver(s).
Communication is generally easier over shorter distances as more
communication channels are available and less technology is required.
Although modern technology often serves to reduce the impact of
physical barriers, the advantages and disadvantages of each
communication channel should be understood so that an appropriate
channel can be used to overcome the physical barriers.
● Attitudinal Barriers Attitudinal barriers are behaviors or perceptions

that prevent people from communicating effectively. Attitudinal barriers
to communication may result from personality conflicts, poor
management, resistance to change, or a lack of motivation. Effective
receivers of messages should attempt to overcome their own attitudinal
barriers to facilitate effective communication.
Overcoming Barriers
Most of the above mentioned barriers can be overcome by the skilled

communicator. Obviously, bridging gaps in geography and communicating
through disabilities are a topic for a different discussion. Below, we will look at
some tools that can be used to bridge barriers in everyday communications.
● Active Listening Active listening is a skill that can be acquired and

developed with practice. However, this skill can be difficult to master
and will, therefore, take time and patience. 'Active listening' means, as
its name suggests, actively listening. That is fully concentrating on what
is being said rather than just ‘hearing’ the message of the speaker.
Active listening involves listening with all senses. As well as giving full
attention to the speaker, it is important that the ‘active listener’ is also
‘seen’ to be listening - otherwise the speaker may conclude that what
they are talking about is uninteresting to the listener. By providing this
'feedback' the person speaking will usually feel more at ease and
therefore communicate more easily, openly and honestly. There are
both verbal and non-verbal cues that convey active listening.
Non-verbal signs include smiling (if appropriate), making eye contact,
nodding at appropriate times, and avoiding distractions. Theses
non-verbal cues convey the message that you are interested in what
the speaker has to say, and that your attention is fully invested.
Offering verbal signs of active listening can also be useful. Reflecting
on something the speaker has said by asking a clarifying question is a
terrific way to do this. Paraphrasing involves finding slightly different
words to repeat the main idea of the speaker, and is also great way to
show active listening.
● Use Simple Language It’s important to remember the audience that
you’re speaking to, and use language that can be easily understood.
Avoid using medical terminology or jargon when speaking to clients
and their families. People are often intimidated by such language, and
can be afraid to admit that they don’t understand the message being
delivered. An important tool to use when speaking is to pause
occasionally and ask questions to ensure that your message is being
understood as intended. You may also allow the listener to ask
questions to clarify any points.
● Give Constructive Feedback Remember that feedback was part of

the communication chain we looked at on the first page. While the
feedback that you give the speaker/sender may occasionally be
negative, it is important that it be constructive in nature. The intent of
the feedback should be to further the abilities of the speaker. This will
strengthen the interpersonal relationship, and enhance future
communications.
Summary
As living beings, we need to express and understand the expressions of

others. Like it or not, human society thrives on communication. Civilizations
have risen and fallen based upon how good they were at maintaining sound
relations with the rest of the world. Communication is, indeed, the very
lubricant that makes the machinery of human relations function smoothly.
Therefore, the significance of communication cannot and should not be
underestimated. Sometimes, difficult situations in life can be resolved by just
sitting down and talking it out. Similarly, most personal, professional and
social disasters can be averted by maintaining clear, appropriate and
unambiguous communication. All we need is some effort on our part to
identify and avoid barriers to effective communication to make our lives and
the lives of those around us better.
Business Communication
Business Communication
Foundations
Definition of Business Communication
• Business communication is the process of
communicating for the purpose of business
transactions for ensuring mutual understanding
and business benefit.
Most business communication
Business communication is
is transactional. It involves a
give and take relationship
transactional
between the sender and the
receiver(s) in order to
establish a common
understanding.
The Importance of Communicating
Effectively
• Getting Jobs You Want
• Gaining Promotions
• Providing Leadership
• Being Productive on the Job
• Relating Positively to Others
• Assuring the Success of Your Organization
Goals of Business Communication
• Receiver understanding
• Receiver response
• Favorable relationship
• Organizational goodwill
Receiver Understanding
To develop a clear message, the
Core factor sender must consider the
following four issues
• The message must be so clear
that the receiver understands  Receiver Characteristics
it as the sender means it to be  Message form and content
understood.  Receiver feedback
 Communication barriers
Receiver response
Core factor The receiver response may be
• The wording of the message  Positive
should encourage response  Neutral
 Negative
Favorable relationship
Some of the ways the sender
Core factor can create and maintain a
favorable relationship
• To establish a strong business
relationship, the sender and  Stressing the receiver’s
the receiver should relate to interests and benefits
each other in three important  Using positive wording
ways:  Doing more than what is
 Positively expected
 Personally
 Professionally
Organizational goodwill
Communications reflect
Core factor positively on the quality of the
company’s
• It stresses benefit to the
organization  Products
 Services
 Personnel
Patterns of Business Communication
Vertical communication
Horizontal communication
Serial communication
Vertical communication
• Messages flow upward or downward along a
path referred to as the “chain of command”
Horizontal communication
• Message flow occurs between workers or units of
comparable status who need to share data or
coordinate efforts
Serial communication
• Much of the information flowing vertically and
horizontally within an organization involves
three or more individuals. This communication
pattern is called serial communication.
Four techniques will assist in maintaining the accuracy of
and achieving understanding with serial communication:
Senders should: Receivers should:
 Keep the message simple  Take notes
 Request feedback  Repeat the message
Formal and Informal Communication
Formal communication Informal communication
 Is planned by the  Referred to as a grapevine
organization (described in the next slide)
 Flows in all directions  Is not planned by the
 Is essential for the effective organization
operation of the business  Flows in all directions
 Develops and maintains
positive human relationships
Grapevine
An informal communication network within an organization that conveys
information through unofficial channels independent of management
control.
 Information travels much more quickly through the grapevine than through
formal channels and may become distorted.
 It reinterprets official corporate messages or spread gossip and rumor in

the absence of effective organization channels.
A Communication Process Model
Message
Barriers
Feedback
Sender’s and Receiver’s Roles
Sender’s role Receiver’s role
 Selecting the type of message  Listening or reading carefully
 Analyzing the receiver  Being open to different types
 Using the you-view point of senders and to new ideas
 Encouraging feedback  Making notes when necessary
 Removing communication  Providing appropriate
barriers feedback to the sender
 Asking questions to clarify the
message
The You-Viewpoint
You-Viewpoint means that the sender gives
primary consideration to receiver’s point of view
when composing and sending messages.
Denotative versus Connotative Meaning
Denotation Connotation
A denotation is the specific A connotation is any other
dictionary definition for a meaning a word suggests to a
word. receiver based on his or her
experiences, interests,
attitudes, and emotions.
Implications and Inferences
Implication Inference
An implication is a meaning An inference is a conclusion
given through drawn from connotation
rather than from specific
details.
Introduction to Culture
Why do cultures differ? :
History
Educational Backgrounds
Social backgrounds
Ethnic
Religion
Ecology
Technology
Various cultures in India
1) What is Intercultural Communication ?
2) Importance of Intercultural Communication.
3) Do’s and Dont’s of Intercultural

Communication.
4) Dining Etiquettes of Different cultures.
5) Conclusion.
Types of Cultural Communication
 Cross cultural communication
 International communication
Multicultural communication
 Intercultural communication
What is Intercultural Communication?
Intercultural communication refers to the

effective communication between people/
workers/ clients of different cultural
background. It also includes managing
thought patterns and non verbal
communication.
Examples for Cultural differences
Arabic language is
written from right to
left and almost all
other languages are
written from left to
right
Examples for Cultural differences
In America, people
shake hands ,and even
hug each other. But in
India we just join
hands to say namaskar.
Need for Intercultural Communication
 Success of any International business

 Allows workers from different cultures to work
together as a group.
 Worldwide marketing campaign.
 An increase in international Business.
Two trends of Intercultural Communication
 Globalization
 Multicultural Workforce
GLOBALIZATION
 Globalization refers to the

reduction and removal of barriers
between national borders in order
to facilitate the flow of
goods, capital, services and labour
MULTICULTURAL WORKFORCE
 The phrase "multicultural

workforce" refers to the changing
age, gender, ethnicity, physical
ability, and race, of employees
across all types and places of work
Impact of Globalization- business sector
 e.g., Import and Export of

food, electronic goods, etc. to
other countries.
 Building a business friendly
environment with other nations.
Impact of Globalization-Advancement in
Film Industry
 Spreading of
multiculturalism, collaborations
 For example: Endhiran Flim was
persuaded by animatronic technicians
from other countries also.
Increase in international travel and tourism
 Greater international travel and

tourism.
 For example: In 2008, there were over

922 million international tourist
arrivals, with a growth of 1.9% as
compared to 2007.
Worldwide sporting events
 Worldwide sporting events

such as FIFA World Cup , ICC
world cup and the Olympic
Games.
Multicultural workforce
 Social backgrounds
 Cultures
 Racial backgrounds
 Gender
 Age
 Regions
 Religion
Need for managing
 Staff retention-less recruitment costs

 Working together – more productivity
 Resolving Conflicts
 Team Management
A workforce where people communicate

effectively is more productive
DO’S OF INTERCULTURAL COMMUNICATION
 Avoid Assumptions, jokes which are misunderstood

 Use symbols, diagrams and pictures.
 Avoid using slang and idioms, choosing words that will
convey only the most specific denotative meaning;
 Investigate their culture's perception
 Take cultural and local differences into account.
 Say what you do and do what you say. Make sure that your
communication is line with the audience; use
understandable language.
 Find out what cultural factors
DONT’S OF INTERCULTURAL COMMUNICATION
 Using the same approach world-wide.
 Considering traditional knowledge and practices
as ‘backward’.
 Letting cultural differences become a source of
conflict that hinder the process or work.
 Fail to ignore culturally-dependent enabling and
counteracting forces.
 Fail to take language barriers into account.
DON’T’S OF INTERCULTURAL COMMUNICATION
For example:
-North Americans view direct
eye contact as a sign of
honesty
-Asians view direct eye
contact as a form of disrespect
DON’T’S OF INTERCULTURAL COMMUNICATION
The thumbs up sign in

America and most of Europe
means that something is
good, or that you approve. This
sign is considered rude in
many Asian and Islamic
countries.
Raising your hand up means

stop in America or England. In
some Asian countries this
gesture is used when asking for
permission to speak.
DIFFERENT DINING ETIQUETTES OF DIFFERENT
CULTURES
 Seating
 Eating
 Home/restaurant
 The food
 Conversation
 Body language
FORMAL ARRANGEMENT CHOPSTICKS IN CHINA
CONCLUSION
Diversity is a challenge as well as an
opportunity which can have positive as
well as negative influence.
Acknowledging, understanding, accepting,

valuing and celebrating the differences
among people to create equal employment
opportunities.
Thank You
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Interpersonal
Communication
“Speak well of others, not of their faults.”

-Lord Buddha
“Communication must be HOT.

That is Honest, Open and Two-way.”
-Dan Oswald
Interpersonal Communication
Interpersonal Communication is the process by
which people exchange information through
verbal and non-verbal messages.
Interpersonal Communication skills includes :-

 Communication Skills
 Verbal Communication
 Assertiveness
 Non-verbal Communication
 Listening Skills
Promoting Facilitating
effective teamwork and
coordination collaboration
Some
functions of
healthy
Interpersonal
Relationship
Creating a
Motivating supportive
individuals working
climate
Media
Organisation Market/Audience
Act
Tell
Sell
Consult
Message Buy
Brainstorm
Decide
Involve
Feedback Measurement Feedback

Media
Information
John exchange or Mona
chat
Feedback
Four Principles Of Interpersonal

Communication
1. It’s inescapable
2. It’s irreversible
3. It’s complicated
4. It’s contextual
1. It’s Inescapable:
You cannot NOT communicate. Even your
body sends a message when you are silent.
2. Its Irreversible:
Once you’ve said something(verbally or non-
verbally), it’s out there. You can’t reword it or ask to
take it back.
3. It’s Complicated:
Words are actually symbols, given different
meaning by different people in different
circumstances.
4. It’s Contextual:
Psychological, cultural, situational, rational and

environmental. When and where you speak will have a
bearing on the meaning of your message and how it is
received.
{
Open Area or The Arena
 The individual discloses these facts about himself or herself

to others, who then may pass this ahead.
 Behavior of individual is visible to all.
 Examples :
Mr. X Likes Bungee Jumping.

Mr. X dislikes being part of conflicts.
Blind Area or The Arena
 The individual is not receptive to feedback.
 Individual ignores comments about himself or herself from

others.
 Examples :
X thinks he is leader, others think authoritarian.

C thinks she is careful with budgeting, others think she is a
miser.
The Facade or Hidden Self

 The individual feels the trait is not important for others to
know in current context.
 Individual has some hidden agenda.
 Examples :
X is the leader, but he has a tremendous fear of public

speaking, no wonder he sends other members to speak on his
behalf in guise to maintain his image.
The Unknown Arena
The individual has poor self-awareness.

 No risk taker, fails to recognize hidden qualities.
 Examples :
A student’s contact with a tutor, may help them understand

how their experiences both in and outside of school can have
an impact on their learning. This discovery about themselves
would reduce the size of their unknown area.
Tuckman Model And Team

Forming
Norming
Storming
performing
Gateways to Effective
Interpersonal Communication
{
Effective interpersonal communication
would help make the communication
process effortless and smooth.
Effective
Interpersonal
Communication
{
Transparency Clarity in
communication
Multiple channels to
Feedback
interact
1) Transparency
As the leader of the team if you are not transparent in
what you do, interpersonal communication can never
be effective.
Message/ Channel Message/

sender receiver
1. Personal presence and action

2. Visual/non-verbal communication
3. Words: person to person, groups
4. Messages in written format
5. Telephone, Fax and e-mail
3) Clarity in communication
As a leader subordinate or peer you should keep in
mind that preciseness and clarity in what you
communicate ae important because if you are not
clear interpersonal communication would fail.
4) Feedback
If the team members are not open to receiving or
giving feedback the team would feel demoralized
hampering the interpersonal communication.
Interpersonal
Communication Skills
{
Interpersonal Skills
Interpersonal skills are all about working with other

people.
Interpersonal skills are actually characteristic traits like

Manners, attitude, courtesy, habits, behavior and
appearance which helps us to communicate and maintain
relationship with others.
Interpersonal skills model
Leadership skills
Personality development
Interpersonal skills
To develop good Interpersonal
Skills
{
1.Communicate clearly
2. Beam
3. Be appreciative
4. Practice active listening

5. Bring people together

6. Resolve conflicts
7. Humor them
8. Maintain good emotional
balance

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Communication Barriers

Communication is an integral instinct of all living things. At its simplest,

Good communication is not just a process of transferring information from one

Four Types of Communication

Verbal Communication This mode of communication relies on words

2. Interpersonal Communication This form of communication takes

3. Small Group Communication This type of communication can

4. Public Communication This type of communication takes place

Non Verbal Communication Non-verbal communication is a process

Written Communication Written communication is the medium

Visual Communication This form of communication involves the

Some common barriers to effective communication include:

● The use of jargon. Over-complicated or unfamiliar terms.

● Emotional barriers and taboos.

● Lack of attention, interest, distractions, or irrelevance to the receiver.

● Physical disabilities such as hearing problems or speech difficulties.

● Physical barriers to non-verbal communication.

● Language differences and the difficulty in understanding unfamiliar

● Expectations and prejudices which may lead to false assumptions or

● Cultural differences. The norms of social interaction vary greatly in

A skilled communicator must be aware of these barriers and try to reduce

Barriers to Communication by Category

● Language Barriers Clearly, language and linguistic ability may act as

● Psychological Barriers The psychological state of the receiver will

● Physiological Barriers Physiological barriers may result from the

● Physical Barriers An example of a physical barrier to communication

● Attitudinal Barriers Attitudinal barriers are behaviors or perceptions

Most of the above mentioned barriers can be overcome by the skilled

● Active Listening Active listening is a skill that can be acquired and

● Give Constructive Feedback Remember that feedback was part of

As living beings, we need to express and understand the expressions of

 It reinterprets official corporate messages or spread gossip and rumor in

Why do cultures differ? :

2) Importance of Intercultural Communication.

3) Do’s and Dont’s of Intercultural

4) Dining Etiquettes of Different cultures.

 Cross cultural communication

Intercultural communication refers to the

 Success of any International business

 Globalization refers to the

 The phrase "multicultural

 e.g., Import and Export of

 Greater international travel and

 For example: In 2008, there were over

 Worldwide sporting events

 Staff retention-less recruitment costs

A workforce where people communicate

 Avoid Assumptions, jokes which are misunderstood

The thumbs up sign in

Raising your hand up means

Acknowledging, understanding, accepting,

“Speak well of others, not of their faults.”

“Communication must be HOT.

Interpersonal Communication skills includes :-

Feedback Measurement Feedback

Four Principles Of Interpersonal

Psychological, cultural, situational, rational and

Open Area or The Arena

 The individual discloses these facts about himself or herself