COMMUNICATION

• What is communication
• Media of communication
• Channels of communication
• Barriers of effective communication
• Role of communication skills in society

The word communication originates from the Latin word “communico” or “communicare” which means
“to Share”

Communication is the transfer of meaning among its members

Communication may be understood as the process of exchanging information and understanding among
people.

• Involves transmission and reception of messages

• Involves people (at least two)
• It is a process

Communication essentially means the transfer of

• Ideas
• Feelings
• Plans
• Messages
• Information
• From one person to another person
• However communication is considered effective only when it gets the desired action or
response.

Why we need to communicate in an organization/ group?

• To control the behavior of its members
• Motivation- What is to be done/How well they are doing
• Emotional Expression
• To provide information
• Making decisions

Process of Communication
Communication can be defined as the exchange of information, ideas, and knowledge between
a sender and a receiver through an accepted code of symbols. It is termed effective only when
the receiver receives the message intended by the sender in the same perspective. Otherwise it
becomes misunderstanding. Communication as a multidimensional interactive process of sharing
common sets of signs, symbols and language from one person to another person so that a suitable
response results.
Effective communication takes place in a well-defined set-up. The essentials of effective communication
are as follows:
1) A well defined communication environment.
2) Cooperation between the sender and the receiver.
3) Selection of an appropriate channel.
4) Correct encoding and decoding of the message.
5) Feedback

Communication Process diagram

 Stages of Communication or Communication Cycle
Five Steps

Ideation Encoding Transmission Decoding Feedback

Sender has an idea Sender converts Message travels Receiver decodes Receiver responds
the idea into over channel message
words/gestures

What I want to say What I say I hear her say I think her means

Ideation:-
1) Formation of the ideas
2) Purpose of communication
3) Context of the situation

Content of the message

Logical Emotional

Factual information Feelings and emotions

Encoding:-
 Process of changing the information into some form of logical and coded message.

Encoding involves:-

1) Selecting language:-
Common language code
Formal- Official Language
Informal- First Language

Ex.- A person who does not understand Tamil or Urdu cannot decode a message encoded in
Tamil or Urdu.

2) Selecting a Medium:-
Speaking
Writing
Non-Verbal signs/symbols
(Visual, auditory and touch)
3) Selecting a Form:-

Oral or written:- Depends upon the relationship between sender and the receiver.

Form Examples
Interpersonal Casual Conversations
Face –to-face Formal Interactions
Interviews
Negotiations
Group Communication Meetings
Conferences
Group Discussion
Panel Discussions
Speaker-audience Speeches
Debates
Seminars
Workshops
Conferences
Telephonic Personal Interactions
Business deals
Telephonic Interviews
Written Reports
Proposals
Memos
Letters
emails

Transmission:-
 1) Flow of message over the chosen channels.
2) Free from interference/noise (Confirms the medium and keeps the channel free from
interference or noise)
3) Choosing the proper time (When to communicate?)
4) Choosing the proper place (Where to communicate?)
5) Choosing the proper way (How to communicate?)

Ex.-- Talking about going out with friends

Telling the teacher that you will not be able to attend the class
◼ Whether before the class/ after the class
◼ In class room or in his/her cabin

Decoding:-
Process of converting a message into thoughts by interpreting the meaning of the message.

The receiver has to assign meaning to a message in order to understand it.

In Written Reading
Understanding
In Oral Listening
Understanding

Effective Decoding is very important to stop

◼ Confusions
◼ Misunderstanding
◼ Conflicts

Response:-
◼ Action or reaction of the receiver to the message

◼ It helps the sender to know that the massage was received and understood.

◼ Feedback- If more clarification is required

Medium/ Modes of Communication

Formal and Informal:-

Depends on one’s relationship with the sender or the receiver.
Ex. First Meeting--- Very Formal(The way we address, words we use, tone)
Gradually formal communications becomes informal.
Both formal and informal communication modes are equally important and the mode is
decided by the relationship, purpose and occasion.

Two types of communication

1) Verbal
2) Nonverbal

Verbal Communication:-

Use of words/language

Two types of verbal communication

1) Oral
2) Written

Oral and Written Communication

Oral Written

Face to face Conversations Memos

Telephonic Conversations Letters
Meetings Emails
Seminars Faxes
Conferences Notices
Dictations Circulars
Presentations Newsletters
Group Discussions Reports
Interviews Proposals
Video Conferences Research Papers
Bulletins
Brochures
Manuals
In – House Journals
Internal and External

Internal Communication External Communication

◼ Within an Organization ◼ Other Organizations
 ◼ Good relationship with others
◼ Usually formal & planed ◼ Official, technical and professional
◼ Formats are used communication
◼ Directed towards specific goals of
an organization ◼ Interaction with shareholders
◼ Letters, reports, instructions, ◼ Service providing companies
seminars etc ◼ Customers
◼ General public

Media:-
Electronic Media Print Media
Emails Newspapers
Mobiles Journals
Fax Books
Networking Articles
Online chats Research & Publications
Video –Conferences Magazines
Blogs
Radio
Television
Non-verbal Communication:-

Without use of words, spoken/written

1) Kinesics:- Concerned with body movements

2) Proxemics:- Space
3) Paralinguistic Features:- Vocal

Non-Verbal Cues however speak louder than words:-

1) Personal Appearances( clothes,hair,accessories,cosmetics & so on)
2) Facial Expressions
3) Postures(how we stand,sit or walk)
4) Gestures
5) Eye Contact
6) Voice
7) Proximity
8) Touch

In any communication

35% Verbal Communication

65% Non-verbal Communication
Kinesics:-
The study of body’s physical movements
The way body communicates without words

Ex. – Nod your head to indicate acceptance.

Posture:- How we stand, sit, or walk

Slumped posture-Low spirits
Erect postures-High spirits,energy & confidence
Lean Forward-Open,honest & interested
Lean Backward-Defensive or disinterested
Crossed Arms- Defensive & not ready to listen
Uncrossed Arms- Willingness to listen

Gestures:- Movement by hands, head or face.

Normal & spontaneous not the irritating one.
Enumerative-Numbers
Descriptive-Size of the objects
Symbolic-Abstract concepts
Locative-Location of an object
Emphatic-Emphasis

Eye Contact:- Direct & powerful form of non-verbal communication.

Windows of the soul
It helps to find out truthfulness, intelligence, attitudes & feelings of the speaker.
Rich source of feedback
Arabs, Latin Americans & south Europeans-Direct eye contact
Asians & Africans-Far less eye contact
Direct & powerful eye contact- Confidence or sincerity

Facial Expression:- Happiness

Surprise
Fear
Sadness
Anger
Disgust
Proxemics:-

Proxemics is the study of physical space in interpersonal relations. Space is related to

behavioral norms. The way people use space says a lot about them.

Ex.- 1) Crowded bus or train

1) Sit on the waiting bench where others are sitting
 2) Stand in a long que
These instances suggest how we all want our own territory and space to feel relaxed and enjoy
a comfort

Gestures should be in accordance with the space available.

Edward T. Hall (1966) divides space into four distinct zones.

Diagram

Intimate Zone:- 1-5 Feet

It is shared by spouses, lovers, children, parents and very close relatives and friends.

No stranger is welcome into the intimate zone.

Anyone who tries to break is likely to be seen as intruder

Exceptions:-
1) When individual come for a very brief period and only under special circumstances

To congratulate—Handshake
Sympathize--- A pat on the back
Console--- a hug

Personal Zone:- 4 Feet

Friends, colleagues, pears fall in this zone. Normal conversations are there in this zone. It
permits spontaneous and unplanned communication. It is quite relaxed and casual place.

Ex.—

Business gatherings
Social functions
Parties
Get-togethers

Social Zone:- 12 Feet

Distance maintained while interacting with strangers or occasional visitors such as laundry
persons, gardeners, plumbers, electricians etc.

Less emotion and more planning is there in this zone.

Social distance is effectively maintained in situations where professional needs

overweigh the personal.
Teacher- Student- Lecture (Social Zone- public zone)

Public Zone:- 25 Feet

The degree of detachment is very high.

Ex.- Speaker and audience

The audience is free to do whatever it feels like.

The speaker has to raise his/her voice to communicate to others or use microphones

Ex.- PM :- Maintaining distance for security reasons.

Chronemics:-

The study of how human beings communicate through their use of time. Use time as effectively
as possible.

Use of time- being late

Very early
People have their own time language.
Ex.- To one person who wakes up at 8.00 a.m. , 6.30 am may be early: to another 8 am may be
late if he/she wakes up at 5.00 am every day.

In professional world time is a valuable resource.

-When late for an appointment---people react negatively.
Arriving early--- Over eagerness.

So, be on time.
By valuing someone else’s time, we communicate our professionalism or seriousness both
subtly & explicitly.

Time language varies from culture to culture.

1) In Latin Countries----After time & delay is allowed.
Ex. Meeting usually begins well after their appointed time. It is customary and no one is
offended by the delay.

2) In Germany---- Strict punctuality is the rule.

3) In India--- Time language varies according to the occasion. People are generally liberal.
Punctuality is expected for a professional meeting but it is not insisted upon for a party.

HAPTIC

Haptic communication is communicating by touch. This is used in a number of contexts

and also has dangers for the unwary as touching for example where another person can,
in particular circumstances, be interpreted as assault.
Touch is often intimate and can be used as an act of domination or friendship, depending
on the context and who is touching who, how and when.
Young children and old people use more touching than people in the middle years.
Touch provides a direct contact with the other person. This varies greatly with the
purpose and setting.
Professional
Some jobs require that the other person is touched in some way, very typically by people
in the medical profession or other caring jobs.

Punishment
Touch can be negative as well as positive and a slap or a punch sends a very strong
message (that may well get the message sender into very deep trouble!).

Greeting
 Touching is a common part of many greeting rituals, from shaking hands to cheek-
kissing to full-body hugs.
Such communication is highly ritualized and can contain subtle symbolism. For example
clasping the other person for a fraction of a second longer than normal can send such
different signals as affection and domination.

Guiding
When a person is physically moving, a touch on the body, usually the back, shoulder or
arm can guide them in the right direction.

Gaining attention
When you touch another person who is talking or otherwise engaged elsewhere, they are
very likely to turn their attention to you.
Touching here is very much in safe areas, such as the arm or shoulder.
Saying their name at the same time reinforces strongly this move.

Sympathy
When we are distressed, we will often appreciate the touch of another as a parent,
providing physical comfort.
The degree of touch in such circumstances varies greatly with the relationship, ranging
from a gentle touch on the arm to an arm around the shoulder to a full-body hug.
Friendship
Touching is often a part of friendship and demonstrates closeness. Friends will walk close
together and occasionally bump into one another. They will touch more during greeting
and may spontaneously touch one another during communication.

PARALINGUISTIC FEATURE

Paralinguistic communication refers to the study of human voice and how words are
spoken. Paralinguistic features are non-verbal vocal cues that help us to give urgency to our
voice. Our voice is our trademark. It is that part of us that adds human touch the words. Writing
does not have that immediacy, because the words are static on page. Voice gives extra life to
our delivery. Therefore, it is useful to understand the characteristic nuances of voice, namely
quality, volume, rate, pitch, articulation, and pause.

QUALITY

Quality is a characteristic that distinguishes one voice from another.

Each one of us has a unique resonating mechanism. Voice cannot be changed but can be
trained for optimum impact.

Rich, resonant, soft, and alluring, thin, and nasal, hoarse and husky, or harsh and irritating.

Ex. Abraham Lincoln and Winston Churchill

VOLUME

Volume is the loudness or the softness of the voice. If volume is too high we may sound
boorish and insensitive. If it is too low convey an impression of timidity, we are not well
prepared and lack the confidence.

PACE/RATE

Rate is the number of words that one speaker per minute. It varies from person to
person and from 80 to 250 words per minute. The normal rate is from 120 to 150 words per
minutes. If a person speak too slowly, he /she is most likely to be considered a dull speaker.

Appropriate pauses should be used to create emphasis.

PITCH:-

Pitch refers to the number of vibrations of our voice per second. The rise and fall of
the voice conveys various emotions. Lowness of pitch can indicate sadness, shock, dullness,
guilt, etc. When we are excited, joyous, triumphant, and even energy, our pitch automatically
become high.

ARTICULATION

Speaker should be careful not to slop, slur, chop, truncate, or omit sounds are not
uttered properly; the flow of understanding gets interrupted and deters the listener from
grasping the meaning of the message.

PRONUNCIATION

Pronunciation requires us to speak out sound in way that is generally accepted.

One should be careful enough to pronunciation individual sounds along with words stress
according to the set norms.

VOICE MODULATION
 Modulation of voice brings flexibility and virility to our voice and can express emotions
sentiments such as impatience careful planning despondency suspicions etc in the best possible
way. Word stress and sentence stress also play an important role in voice modulation.

PAUSES

A pause is a short silence flanked by words. A pause in speaking help the listener reflects
on the message and digests it according. It also helps the speaker glide from one thought to
another. It embellishes the speech as it is a natural process to give a break. However, it should
be spontaneous. Being too self-conscious may make the process look artificial.

LANGUAGE

Proficiency, in English includes accuracy and fluency. To speak grammatically correct

English using the right Pronunciation, correct accent, appropriate vocabulary, and suitable
expressions. We should also be able to maintain a continuous flow of speech at an appropriate
rate and suitable pauses. Inadequate proficiency or lack of command over language poses a
barrier to speaking.

INHIBITION

Shyness or inhibition may be barrier to our speaking. We should try to analysis the
cause for our inhibition fear of our inadequate command over language our anxiety about our
performance, or the status of the audience.

DEVELOPING VOICE QUALITY

Our voice is our personality, and hence it is important to cultivate a good voice.
Our voice quality depends on various factors. Since our childhood and the structure and
conditions of our speech organs, which cannot be change much?
To develop voice quality, we need to first identify the strengths and weakness of
our voice. Just like effective body language enables us to enhance the impact of our
speech, a proper use of our voice makes our speech more lively and dynamic.

PHYSICAL BARRIERS

Seating, lighting, ventilation, audio, equipment, projection system, external noise, etc.

CULTURAL BARRIERS

In our multicultural world, each group is familiar with their history, way of using
language, habits, and customs. Hence, when we speak to people from other cultures, it is
important to use words and example that are comprehendible for them. For instance, if you
example that are specific to Indian culture (say works hipping idols or touching the feet of
 elders) during your conversation with a few Australians, they may not be able to understand.
You should be sensitive to the cultural difference on values, meaning of words, body language
etc. And explain to them if they have problem in understanding your speech. More importantly
when speaking to somebody from a different culture, it is better to avoid culture specific
example. As the listener might not be able to relate to them and hence such example will not
help enhance their understanding of your ideas.

PERCEPTION

Just like we perceive things in our own way, everybody else also does. Our perception is
shaped by our background the way in which we have been brought up the things we have
experienced the environment in which we live, etc. Our ideas and mentally may also be
different from other. Same thing can be viewed differently by different people. For instance,
when you were a child your parents might have told you too keep quite when other are
speaking. You may imbibe this habit and you will perceive other who act against this as
uncultured. In order to overcome such barriers, you may have to learn to view thing from
other’s perspective as well.

There are three main characteristics of a successful presentation:

• Speaking skills – in order to have a successful presentation, whether business or at school

(teaching or presenting your paper), you need to learn to pronounce your words clearly. You need
to have a natural flow when speaking, and hand gestures can also play a significant role in
highlighting certain words. So, practice in front of the mirror or record yourself in order to see
what you look like when presenting.
• Visual aids – All things used to visually upgrade your speech fall into the category of visual aids,
and these should be used carefully and intelligently. Whiteboard, interactive board, flip charts,
YouTube videos, pictures and PowerPoint or Prezi presentation can help you achieve the wanted
goals.
• Content – you should write concise and informative content, which you will arrange into clear
points in your presentation.
All these three points should be taken into consideration, but you should implement them carefully.
Don’t avoid using visual aids just because you aren’t sure how to use them effectively, it’s easy to
learn a few basic rules, and you can always experiment to see what works best.
Levels of Communication

Intrapersonal Interpersonal Extra Mass Communication Organizati

personal onal
With one self Direct & Non-humans It means for the large Communic
immediate With audiences ation in an
Reflection feedback is animals/birds organizatio
Contemplation possible Books, n at
Meditation It requires press,cinema,televisio different
Prayers Sharing of perfect n,radio, hierarchical
information coordination Internet level.
Self-motivation among people and
understandin Conveying message to Internal-
Self- Written or oral g. an entire population operational
determination between two
or more At least one Speeches
persons member More persuasive in External-
responds in nature operational
sign language
only. Oral:- microphones, Personal
amplifier

Written:- print or
visual media

Large reach

Impersonality

Presence of
gatekeeper
 Flow of Communication

Lateral/Horizontal Diagonal Downward Upward

Channels of Communication:-
 1) Vertical Communication
a) Downward Communication
b) Upward Communication
2) Horizontal Communication
3) Diagonal Communication

1) Vertical Communication:-

Vertical communication consists of communication up and down the organization’s

chain of command. It can be classified as downward communication and upward
communication according to the direction of its flow.

Downward Communication:-

It flows from a manager down the chain of command. When managers inform, instruct,
advise or request their subordinates, the communication flows in a downward direction.
This is generally used to convey routine information, new policies or procedure, seek
clarification, ask for an analysis etc. People also send feedback to their subordinates on
their actions through this channel. Downward communication can take any form---
emails, memos, notices, face-to-face interactions or telephone conversations.

Upward Communication:-

When subordinates send report to inform their superiors, or to present their findings
and recommendations to their superiors, communication flows upward. It keeps
managers aware of the business operations as well as how employees feel about their
jobs, colleagues and the organization in general. Managers also rely on upward
communication for making certain decisions or solving problems of an organization.
Ex. A business report from the branch manager of a company to the managing director.
It helps in providing better working relationships.
Subordinate staff gets an opportunity to share their views and ideas with their
supervisors.

2) Horizontal Communication:-

This type of communication takes place among peer groups or hierarchically equivalent
employees, i.e., employees at the same seniority level. Such communication is often necessary
to facilitate coordination, save time and bridge the communication gap among various
departments. It is helpful in developing teamwork, promoting group coordination and less
formal than upward/downward communication. Occasionally, these lateral relationships are
formally sanctioned.
From the organization’s point of view, lateral communication can be either advantageous or
disadvantageous.

3) Diagonal Communication:-

Diagonal or cross-wise communication flows in all directions and cuts across the various
functions and levels in an organization. No protocol is followed.
For Ex. When a sales manager communicates directly with the Vice President
(Production), who is not only in a different division, but also at a higher level in the
organization, they are engaged in a diagonal communication. It is quick and efficient
form of communication. Diagonal communication is also referred to as crosswise, radial
or circular communication depending upon the structure of organization.

Communication Networks:-

A variety of patterns emerge when communication through vertical, horizontal and

diagonal channels is combined. These patterns are termed as communication networks.
The interaction between the different individuals working in a company or organization
takes place through different channels. (Formal & informal)

Formal Network Models:-

Five Common communication networks exist in formal communication in an

organization----chain, Y, wheel, circle and all channels.

The Chain Network:-

It represents a vertical hierarchy in which communication can flow only upward or
downward. This network is used in direct line of authority communication, with no
deviations.

The Y-network:-

It is an effect of multi-level hierarchy and a combination of horizontal and vertical flow

of communication. If we turn up the Y upside down, we see two subordinates reporting
to one senior, with two levels of authority above the latter.

The wheel network:-

It refers to several subordinates reporting to a superior. This is a combination of

horizontal and diagonal flow of communication. Here the subordinates are of equal
rank, all of them report to one superior, without any interactions between themselves.
The circle network:-

It allows employees to interact with adjacent members but no further.

The All-channel Network:-

It is the least structured, enables each employee to communicate freely with all the
others. All are equals as no one employee formally or informally assumes a leading role.
Hence, everybody’s views are equally and openly shared.
1) No single network is suitable for all occasions
2) The wheel & all-channel networks are preferred if speed of communication is a
priority
3) The chain, Y, & wheel networks serve best when accuracy is crucial.

Informal Networks:-

Transmit official news through unofficial and informal communicative interactions

known as the “grapevine”

It includes tea-time gossip

Casual gatherings
Lunch time meetings
Relation between two employees
It is not very reliable as they may be company rumors or just gossip.
Grapevine is more active in organizations that are not transparent.

1) Single Strand:-
The message is passed from one person to another person.

A B C D Y

2) Gossip:-
One person passes information to all the others.

E H
C G
D I
F

J
B

A
3) Probability:-
Each person tells others at random
E
G
K C
I
B H

F
L

A D J

4) The cluster:-
Some people tell something to a select few. Which individuals are active on the
grapevine often depends on the message

B G

C F

Characteristics of the grapevine:-

Advantages Disadvantages
In general the grapevine is If information from the grapevine is
blindly accepted, it may
• Not expensive
• Rapid • Reveal some degree of error
• Multi-directional • Be harmful in case it is baseless or
• If carefully cultivated, capable of imaginary
resolving conflicts • Lead to misunderstandings
because of incomplete information
 • Not be reliable, as nobody takes • Cause damage to the organization
the responsibility for it. because of its excessive swiftness
• An outlet for anxieties, worries, at times.( e.g. baseless rumors that
frustrations is not clarified in time will be
• A promoter of unity and accepted as the truth, causing a
solidarity negative impact)
• Voluntary and unforced

Barriers in Communication:-

Intrapersonal Interpersonal Organizational

• Wrong • Limited Vocabulary • Too many Transfer
Assumptions • Incompatibility of Stations
• Varied Perceptions Verbal & Non-verbal • Negative
• Differing Messages Tendencies
Background • Emotional Outburst • Information
• Wrong Inferences • Communication Overloaded
• Blocked Categories Selectivity • Fear of Superiors
• Categorical • Cultural Variations • Use of
Thinking • Poor Listening Skills Inappropriate
• Noise in the Channel Media

Intrapersonal Barriers:-

All individuals are unique because of differences in perceptions, experiences, education,

culture, personality etc. Each of us interprets the same information in different ways as
our thinking varies. These differences lead to certain inbuilt or intrapersonal barriers.

Common Causes of Intrapersonal Barriers:-

1) Wrong Assumptions:-

Wrong assumptions are generally made because the sender or the receiver does not
have adequate knowledge about the other’s background or entertains certain false
concepts, which are fixed in his/her mind. To strengthen your skills as a
communicator try to understand a communicator. It will prevent making wrong
assumptions.
 2) Varied Perceptions:-

All individuals can perceive the same situation in different ways according to their
perceptions. To overcome these barriers take a wider, unbiased perspective.
Ex. Story of six blind Men and their description of an elephant (Fan, Snake, Sword,
Tree, Wall, Rope)

3) Differing Backgrounds:-
Backgrounds can be different due to different education, culture, language,
environment, financial status etc. Our background plays a significant role in how we
interpret a message. So to enhance the communication skills, it is necessary to know
the background of the audience.
Ex. Professors talk on rock-climbing adventures

4) Wrong Inferences:-

In wrong inferences you failed to distinguish between what actually exists and what
you had assumed to exist. Inferences are more dramatic than facts and for this
reason they can provide more scope for gossip and rumors to spread. When
professionals analyze material, solve problems and plan procedures, it is essential
that inferences be supported by facts.

5) Blocked Categories:-

When we receive the information that does not conform to our personal views, habits, and
attitudes or appears unfavorable to us, we tend to react negatively or even disbelieve it.
Rejection, distortion and avoidance are three negative reactions we used in such situation.
Some people have certain prejudices so deeply embedded in their mind that these cannot be
challenged. Such people have closed mind and tend to resist and criticize to any new situation.
They are called misoneists and they face many problems in communicating effectively because
of their rigid opinions. Such people fall into blocked categories.

6) Categorical Thinking:-

Good communicators should non-judgmental, emphatic, not assuming anything,

stick to the subject, listen and paraphrase and generalization according to need.
People who feel that they “know it all” are called pansophists. Such type of people
refuses information because of their “know-it-all” attitude. This type of thinking can
pose a major barrier, leading to a failure in communication.

Interpersonal Barriers:-
Interpersonal barriers occur due to the inappropriate transaction of words between
two or more people. The two broad categories into which these barriers can
classified are:
Inefficient communication skills
Negative aspect nurturing in the climate:- When negative tendencies nurtured by
some people affect others around them.

The most common reasons for interpersonal barriers are:

1) Limited Vocabulary:-
Inadequate vocabulary can be a major hindrance in communication. If you
have a varied and substantial vocabulary, you can create a favorable
impression on your listeners. Therefore one should make constant efforts to
increase one’s vocabulary by reading a variety of books and listening to
native speakers of the language.

2) Incompatibility of verbal and non-verbal messages:-

A communicator should acclimatize himself to the communication

environment, think from the angel of the listener, and then communicate.
Misinterpreted non-verbal communication acts as another barrier to
effective information flow , which results in completely misunderstanding of
the message. First impressions about people are most often made on the
basis of their physical appearance. Guidelines to improve your appearance:
a) Dress according to the occasion.
b) Wear neat and clean clothes.
c) Choose an appropriate hairstyle.
d) Wear clean and polished shoes.

3) Emotional Outburst:-

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 emotional involvement can be an
obstacle in communication. Likewise, prejudice, stereotyping and boredom
all hinder effective communication. Positive emotions such as , happiness
and excitement also interfere in communication. The person displaying these
emotions should be calmed down.
 4) Communication Selectivity:-

When the receiver in a communication process pays attention only to a part

of the message, he/she is imposing a barrier known as communication
selectivity. This happens because he/she is interested only in the part of the
message which may be of use to him/her. In such a situation, the sender is
not at fault. It is the receiver who breaks the flow of communication.
Communication selectivity may act as a barrier in written forms of
communication as well. When you read any document, if you read only the
parts you consider useful, you are posing this barrier.
Ex. The meeting held by the CEO of a company of all managers.

5) Cultural Variations:-

This is one of the predominant interpersonal factors contributing to

communication failure. As businesses are crossing national boundaries to
compete on a global scale, the outlook of the global and domestic workforce
has changed drastically. European, Asian, and American firms expanded their
business worldwide to create international ties through partnership,
collaborations and affiliations. To complete successfully in this business
environment, one must overcome the communication inadequacy arising
due to different language and cultures. Success, whether as a student or as a
professional, lies in knowing the business practices, social customs, and
etiquette of the particular country one is dealing with.

6) Poor Listening Skills:-

A common obstacle to communication is poor listening habits. We should

remember that listening and hearing are not the same. Hearing is a passive
exercise while listening requires careful attention and accurate decoding of
the signals received from the speaker. Misunderstanding and conflicts can be
avoided if people listen to the message with attention. The various
distractions that hinder listening can be emotional disturbances,
indifference, aggression and wandering attention.
Ex. Engrossments in thought.

7) Noise in the Channel:-

Noise interferes in the transmission of signals. Noise is any unwanted signal that acts as a
hindrance in the flow of communication. It is not necessarily limited to audio disturbances, but
can also occur in visual, audio-visual, written, physical or psychological forms. All these forms of
noise communicate extraneous matter which may distract the receiver from the message, and
even irritate him/her.
Ex. The blare of music from a stereo, disturbances in telephone lines, poorly designed acoustic
of a room, dim typescripts etc.

Organizational Barriers:-

Organizations usually tend to have an intricately-knit communication network. Irrespective of

its size, all organizations have communication policies which describe the protocol to be
followed. It is the structure and complexity of this protocol that usually causes communication
barriers.

The main organizational barriers are as follows:

1) Too many transfer stations:

The more links there are in a communication chain, the greater are the chances of
miscommunications. The message gets distorted at each level. Some employees may
filter out the parts of the message they consider unimportant. Poor listening and lack of
concentration also distorted the message. Having too many transfer stations is always
an obstacle to effective communication and should be avoided.

2) Fear of Superiors:-

In rigidly structured organizations, fear or awe of supervisors prevents 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 the point across because of fear of
losing the boss’s goodwill. As a supervisor, it is essential to create an environment which
enables people to speak freely. An open environment is conducive to increasing the
confidence and goodwill. Moreover, by encouraging active participation from their
subordinates, senior officers pave the way for more ideas, resource, or solutions to
come forth from their subordinates.

3) Negative Tendencies:-

Many organizations create work groups. Groups are formed on the basis of task,
recreational, social or community purpose and it consist of people who share similar
values, attitudes, opinions, beliefs and behaviors. On some occasions, a communication
barrier can exist due to a conflict of ideas between the members and non-members of a
group.
Ex. Convincing of Sports club of an educational institutions.
 4) Use of Inappropriate Media:-

Some of the common media used in organizations are graphs and charts, telephones,
facsimile, machines, boards, email, films and slides, computer presentations,
teleconferencing and video conferencing. While choosing the medium for a particular
occasion, the advantages, disadvantages and potential barriers to communication must
be considered. While deciding upon the medium, the following factors should be
considered: Time, Cost, Type of message, Intended audience. Usually, a mix of media is
the best for effective communication.

5) Information Overload:-

One of the major problems faced by the organizations today is the availability of too huge an
amount of data, which is difficult for a human receiver to handle effectively. This is known as
information overload. The usual results of information overload are fatigue, disinterest and
boredom. Under these circumstances, further communication is simply not possible. Very often
, vital, relevant information gets mixed up with too many irrelevant details, and is therefore
ignored by the receiver. To reduce information overload in an organization, screening of
information is mandatory. Messages should be directed only to those people who are likely to
benefit from the information.