Module – 1

Communication is neither the transmission of a message nor the message

itself. It is the mutual exchange of understanding, originating with the
receiver. Communication needs to be effective in business. Communication
is the essence of management. The basic functions of management
(Planning, Organizing, Staffing, Directing and Controlling) cannot be
performed well without effective communication.

Business communication involves constant flow of information. Feedback

is integral part of business communication. Organizations these days are
verly large and involve large number of people. There are various levels of
hierarchy in an organization. Greater the number of levels, the more difficult
is the job of managing the organization. Communication here plays a very
important role in process of directing and controlling the people in the
organization. Immediate feedback can be obtained and misunderstandings if
any can be avoided. There should be effective communication between
superiors and subordinated in an organization, between organization and
society at large (for example between management and trade unions). It is
essential for success and growth of an organization. Communication gaps
should not occur in any organization.

Business Communication is goal oriented. The rules, regulations and policies

of a company have to be communicated to people within and outside the
organization. Business Communication is regulated by certain rules and
norms. In early times, business communication was limited to paper-work,
telephone calls etc. But now with advent of technology, we have cell phones,
video conferencing, emails, and satellite communication to support business
communication. Effective business communication helps in building goodwill
of an organization.

What is effective communication?

Communication is about more than just exchanging information.

It's about understanding the emotion and intentions behind the
information. Effective communication is also a two-way street. It’s
not only how you convey a message so that it is received and
understood by someone in exactly the way you intended, it’s also
how you listen to gain the full meaning of what’s being said and to
make the other person feel heard and understood.

More than just the words you use, effective communication

combines a set of skills including nonverbal communication,
engaged listening, managing stress in the moment, the ability to
communicate assertively, and the capacity to recognize and
understand your own emotions and those of the person you’re
communicating with.

Effective communication is the glue that helps you deepen your

connections to others and improve teamwork, decision making, and
problem solving. It enables you to communicate even negative or
difficult messages without creating conflict or destroying trust.

While effective communication is a learned skill, it is more effective

when it’s spontaneous rather than formulaic. A speech that is read,
for example, rarely has the same impact as a speech that’s
delivered (or appears to be delivered) spontaneously. Of course, it
takes time and effort to develop these skills and become an
effective communicator. The more effort and practice you put in,
the more instinctive and spontaneous your communication skills
will become.

Importance of Communication
Communication is a skill that you can learn.

It’s like riding a bicycle or typing. If you’re willing to work

at it, you can rapidly improve the quality of every part

of your life.

-- BRIAN TRACY

The word Communication has been derived from

the Latin word `communis`, meaning `common`.

An idea by itself cannot be understood.

It has to be either coded in words or in signs and symbols.

Communication is the art of being understood

-- PETER USTINOV

Aims of Communication:
 • For best results watch these four areas

1. What we mean to say?

2. What we actually say?

3. What the other person hears?

4. What the other person thinks he/she hears.

Purpose of Communication:

It helps us to:

• Have personal effectiveness

• Collaborate with everyone at the workplace

• Influence our motivation for enhanced performance

• Build better understanding between us and our boss

• Achieve good interpersonal relations

• Enhance our listening ability

• MEDIA - To move something, from one place to the other

• PHYSICAL

1. Roads

2. Railways

3. Aircraft

4. Lifts and escalators

5. ELECTRONIC (Wired & wireless)

6. Telephone

7. Radio

8. Television
• PRINT

1. Newspapers

2. Books

3. Brochures

• AUTOMATION

1. Remote controls

2. Auto pilot and auto landing

3. Unmanned aircrafts and trains

Types of Communication:

• Sounds

1. TALKING, MUSIC, COUGHING, WHISTLING, CRYING,

BARKING

• Examples : radio, telephone, tape-recorders, CD Players

• Signs

1. ALPHABET, DRAWINGS, SIGN LANGUAGE

• VERBAL

1. Talking, crying, laughing, shouting

.NON-VERBAL (BODY-LANGUAGE)

2. Hair styling, dressing, attire

3. Posture, hand movements

4. Gestures, eye-movements, smile, tears, raised eye-brows, wrinkles on

the forehead

• Examples : writing, pictures, actions, examples : gestures

 • Combination of two : television, cinema, live concerts

• Other senses

• Feeling - Braille, hot, warm, rough

• Smelling – flower, garbage

• Taste – bitter, sweet, sour,

• Inspire ourselves to understand the need for change

• Create better environment for understanding resistance to change

Communication in its simple sense is the expression of an idea, which may be

Verbal, Non-Verbal or vocal that is heard, perceived or read by another person.
 Communication- Two Way Process
Sender Transmit Receiver
Message

Form Encode Receive Decode

message message encoded message
message

Noise

Decode Receive Encode Form

feedback feedback feedback feedback

Transmit
Feedback
SMCR Model

The basic sequence of the model is Source => Message => Channel =>
Receiver

Source

The source is the start of the communication, the person who encodes the
message and transmits it to the receiver.

Message

The message is the package or packages of meaning that contain the intent
from the source. The message is what the source wants the receiver to hear and
understand in a particular way.

Loss and distortion

When the source encodes the message, for example in words, they can seldom
encode the full intent of what they want to say, leading to loss in the message.
Worse, they may be poor communicators and what they say may be a long way
from what they really mean.

Noise

Along the way, external 'noise' can interfere with the message or distract the
source. Real 'white noise' on a phone message appears as hiss.

Noise can also happen when the channel is other people. If I ask my son to tell
my daughter something (he then becomes a part of the channel), he will
translate my message into other words, adding noise into the process. The
game of 'Chinese Whispers' is a variant of this, where passing a message along
a row of people can lead to serious distortion.

Synchronization and feedback

The communication may be synchronous or asynchronous. A synchronous

channel, such as a telephone, connects the receiver directly with the source. An
asynchronous medium, such as email or adverts, disconnects the source and
the receiver.

The dilemma with asynchronous communication is that the source does not
get the immediate feedback that enables them to modify the message to ensure
the communication is understood.
 Channels of Communication

• Oral

• Written

• Visual

Electronic

Ways to communicate:

• Face to Face

• Broadcast Media

• Mobile

• Electronic

• Written

• Different channels of communication are: 1. Formal channel of

communication 2. Informal Channel of Communication / Grapevine!

• Communication can also be classified according to the degree of

ceremony or formality it has.

Thus we can divide communication into two broad categories:

1. Formal channel of communication:

• A formal channel of communication is the means of communication
normally controlled by people in positions of authority in an organisation.
Hence, it has also been referred to as an organization’s ‘main line of
operational communication’.

• All the reports, records and other forms that supply working information to
various parts of an organisation are included in the formal channel of
communication. These channels of communication do not function
automatically. A good business organisation will ensure that these are
carefully planned and designed to its needs.
 Advantages:
(i) Effective:
• Formal channels are considered the more effective of channels of
communication. With organizations constantly growing in size, formal
channels help to bridge the gap in the communication process. It is a
readily available means to reach through to every corner of an
organisation, which would otherwise be difficult.

(ii) Prevent bogging:

• In formal channels, the rules are well laid. For example, a worker
communicates with the supervisor, the supervisor with the manager, and
so on. Thus, only necessary information gets filtered and sent to the top. It
prevents the top-level management from getting bogged down with the
irrelevant nitty-gritty (the practical details) of information and leaves it free
for bigger decisions and overall management.

(iii) Better monitoring:

• An organisation can design formal channels to suit its specific needs. This
can help monitor organizational activities. It can ensure that problems are
solved without too much delay.

(iv) Good atmosphere:

• Good formal channels of communication reflect professionalism. They
help consolidate the organisation. They also keep the managerial
personnel in control.

Disadvantages:
(i) Deter free flow of information:
• Formal channels deter a free flow of information. Formality demands that
the information flow take a specific route only. This inhibits the natural flow
of information.

(ii) Time-consuming:
• Formal channels of communication often lead to delays. The information
may not directly reach the person for whom it is meant. It will often have to
take a circuitous formal route where the intervening links may be
meaningless. As a result, formal channels of communication can become
time-consuming.

(iii) Affects decision-making:

• Filtering and monitoring of information at lower levels is a double- edged
sword. While it has its advantages, it may also prevent vital information
from reaching the top management. This may change the perspective
while making decisions.

• 2. Informal Channel of Communication / Grapevine:

• The informal channel of communication is often discouraged or looked
down upon in an “organization, and is not officially sanctioned. It is
popularly referred to as grapevine. This is because it runs in all directions
irrespective of the formal structure.

• The origin of the term grapevine can be traced to the way the botanical
vine grew over telegraph wires, making telegraphic messages go in
unintended directions. In business life, grapevine owes its existence to
man’s gossipy nature.

• Humans tend to speak loosely or lightly with their associates wherever

they may be. Time to time they feel the need to get freed from the
necessity to stick to logic or truth.
• As people go about their work, they have casual conversation with their
friends in the office. These conversations deal with both personal and
business matters. This results in the generation of a rumour mill, which is
a grapevine.

Grapevine is classified into four categories:

• Single strand: Each one tells another.
• Group or gossip chain: One tells all persons in his/her group.
• Probability chain: Each randomly tells a number of people.
• Cluster chain: Some tell selected others.
• Grapevine satisfies the social needs of members, leads to more relaxed
human relations (partly through the release of fantasy), serves to fill the
possible gaps in the formal communication and links even those people
who do not fall in the official chain of command.

Other characteristics of grapevine are:

• (i) It is more people-oriented then issue-oriented.

• (ii) May not be totally authentic and dependable.

• (iii) Grapevine transmission flows in all directions in an organisation.

• (iv) Grapevine information travels very fast.

• (v) Its responsibility cannot be fixed.

Factors leading to grapevine:

• A rumour mill becomes active when the following factors exist in an
organisation:
• (i) A lack of sense of direction, especially in times of crisis. The more the
uncertainty, the greater the rumourmongering.

• (ii) The formation of favoured groups of employees by the management.

This breeds insecurity among other employees leading to rumours.
• (iii) A lack of self-confidence amongst employees leads to the formation of
groups. These groups often run rumour mills.

Advantages:
(i) Speed:
• Speed is the most remarkable characteristic of this channel of
communication. It is possible to transmit information remarkably fast since
there are no formal barriers and no stopping. A rumour, thus, may spread
like a wildfire.

(ii) Feedback:
• The feedback through this channel is much faster than a formal channel of
communication. The channel is like the pulse of an organisation. The
reaction to the decisions, policies, directives and directions often reach
managers faster through this channel than through the formal one.

(iii) Parallel function:

• The informal channel does not have official sanction, but is an inevitable
parallel to the formal channel. It works as a supplementary channel of
communication in an organisation. Good managers have been known to
use the informal channel to their benefit for transmitting information
otherwise unfit for formal channels.

(iv) Support system:

• A grapevine is an informal support system developed by employees within
an organisation. It brings them closer and gives them immense
satisfaction.

Disadvantages:
• (i) Less credible:
• A grapevine is less credible than a formal channel of communication. It
cannot be taken seriously as it involves only the word of mouth. It is,
therefore, likely to be contradicted.

(ii) Selective information:

• Informal channels usually fail to carry the complete information. As a
result, the receiver does not get the essence of the whole message.
Mischief mongers or vested interests may use the channel for transmitting
selective information.

(iii) Creates trouble:

• A grapevine can foster trouble within an organisation as there is no control
over the information sent, received, its portrayal and perceptions.
Information gets distorted. A grapevine can be synonymous with the
spreading of false or wild stories.

(iv) Leakage:
• Information may get leaked at the wrong time. The term ‘open secret’ in
an organisation can often is attributed to such leaks.

Effective use of informal channels of communication:

• (i) The higher authorities should ensure that employees are well informed
of the working of the organisation. This will reduce the tendency for
distortion.

• (ii) Activities that update knowledge should be frequent. This will prevent
the generation of rumours.

• (iii) The higher authorities should not indulge in favouritism.

• (iv) A manager should conduct regular meetings with the employees.

• (v) The manager should make efforts to identify popular employees who
can serve as leaders for other employees.
 • (vi) As far as possible, employees should be involved in the decision-
making process.

• (vii) Managers should not indulge in loose talk.

• (viii) A manager should be a good listener,

• (ix) A manager should try to get regular reviews about his style of work.

Grapevine Communication
Grapevine is an informal channel of business communication. It is called
so because it stretches throughout the organization in all directions
irrespective of the authority levels. Man as we know is a social animal.
Despite existence of formal channels in an organization, the informal
channels tend to develop when he interacts with other people in
organization. It exists more at lower levels of organization.
Grapevine generally develops due to various reasons. One of them is that
when an organization is facing recession, the employees sense uncertainty.
Also, at times employees do not have self-confidence due to which they
form unions. Sometimes the managers show preferential treatment and
favour some employees giving a segregated feeling to other employees.
Thus, when employees sense a need to exchange their views, they go for
grapevine network as they cannot use the formal channel of
communication in that case. Generally during breaks in cafeteria,the
subordinates talk about their superior’s attitude and behaviour and
exchange views with their peers. They discuss rumours about promotion
and transfer of other employees. Thus, grapevine spreads like fire and it is
not easy to trace the cause of such communication at times.

Advantages of Grapevine Communication

1. Grapevine channels carry information rapidly. As soon as an

employee gets to know some confidential information, he becomes
inquisitive and passes the details then to his closest friend who in
turn passes it to other. Thus, it spreads hastily.
2. The managers get to know the reactions of their subordinates on their
policies. Thus, the feedback obtained is quick compared to formal
channel of communication.
3. The grapevine creates a sense of unity among the employees who
share and discuss their views with each other. Thus, grapevine helps
in developing group cohesiveness.
4. The grapevine serves as an emotional supportive value.
5. The grapevine is a supplement in those cases where formal
communication does not work.

Disadvantages of Grapevine Communication

1. The grapevine carries partial information at times as it is more based

on rumours. Thus, it does not clearly depicts the complete state of
affairs.
2. The grapevine is not trustworthy always as it does not follows
official path of communication and is spread more by gossips and
unconfirmed report.
3. The productivity of employees may be hampered as they spend more
time talking rather than working.
4. The grapevine leads to making hostility against the executives.
 5. The grapevine may hamper the goodwill of the organization as it
may carry false negative information about the high level people of
the organization.

A smart manager should take care of all the disadvantages of the grapevine
and try to minimize them. At the same time, he should make best possible
use of advantages of grapevine.

7 C’s of effective communication which are applicable to both written as well

as oral communication. These are as follows:

1. Completeness - The communication must be complete. It should

convey all facts required by the audience. The sender of the message
must take into consideration the receiver’s mind set and convey the
message accordingly. A complete communication has following
features:
 Complete communication develops and enhances reputation of
an organization.
 Moreover, they are cost saving as no crucial information is
missing and no additional cost is incurred in conveying extra
message if the communication is complete.
 A complete communication always gives additional information
wherever required. It leaves no questions in the mind of receiver.
 Complete communication helps in better decision-making by the
audience/readers/receivers of message as they get all desired
and crucial information.
 It persuades the audience.

2. Conciseness - Conciseness means wordiness, i.e, communicating
what you want to convey in least possible words without forgoing the
other C’s of communication. Conciseness is a necessity for effective
communication. Concise communication has following features:
 It is both time-saving as well as cost-saving.
 It underlines and highlights the main message as it avoids using
excessive and needless words.
 Concise communication provides short and essential message in
limited words to the audience.
 Concise message is more appealing and comprehensible to the
audience.
 Concise message is non-repetitive in nature.
3. Coherence: Coherent Messages need to "hang together." Ideas need
to flow from one to the next through smooth transitions. You can
achieve this by outlining your messages, writing simple sentences and
focusing each paragraph on one idea. You can also improve the
coherence of your message through parallel structure, connecting
words and phrases, and guide posts.

4. Clarity - Clarity implies emphasizing on a specific message or goal at a

time, rather than trying to achieve too much at once. Clarity in
communication has following features:
 It makes understanding easier.
 Complete clarity of thoughts and ideas enhances the meaning of
message.
 Clear message makes use of exact, appropriate and concrete
words.

5. Concreteness - Concrete communication implies being particular and
clear rather than fuzzy and general. Concreteness strengthens the
confidence. Concrete message has following features:
 It is supported with specific facts and figures.
 It makes use of words that are clear and that build the reputation.
 Concrete messages are not misinterpreted.

6. Courtesy - Courtesy in message implies the message should show the

sender’s expression as well as should respect the receiver. The sender
of the message should be sincerely polite, judicious, reflective and
enthusiastic. Courteous message has following features:
 Courtesy implies taking into consideration both viewpoints as well
as feelings of the receiver of the message.
 Courteous message is positive and focused at the audience.
 It makes use of terms showing respect for the receiver of
message.
 It is not at all biased.

7. Correctness - Correctness in communication implies that there are no
grammatical errors in communication. Correct communication has
following features:
 The message is exact, correct and well-timed.
 If the communication is correct, it boosts up the confidence level.
 Correct message has greater impact on the audience/readers.
  It checks for the precision and accurateness of facts and figures
used in the message.
 It makes use of appropriate and correct language in the message.

Awareness of these 7 C’s of communication makes you an effective

communicator.

7 Cs of Communication:

• Clear- be clear about your goal or message and your purpose in

communicating with a particular person

• Concise- stick to the point and keep it brief

• Concrete- present a clear picture of what you're telling (vivid/solid example)

• Correct- error-free communication

• Coherent- all points need to be connected and relevant to the main topic. No
deviations

• Complete- audience need to get everything they are looking for

• Courteous-message has to be friendly, open, and honest

How to Improve Your Communication skills:

• By reading a lot

• By listening to conversations in English

• By speaking without inhibitions or fear

Effective Communication:

• Enjoy yourself. The audience will be on your side and want to hear what you
have to say!

Be a Good Listener:

• Communication is never a one way process

• When other person is talking, shut-up

 • Pay total and undivided attention when listening

• Watch your body language

• Listen for signals

• Do not get emotionally involved

• Use expressions like “I see” etc.

Definition of Barriers
Many companies develop difficulties within their organization due to
communication issues. There are five key barriers that can occur within a
company: language, cultural diversity, gender differences, status differences
and physical separation. These barriers to communication are specific
items that can distort or prevent communication within an organization.
The ability for a company to recognize the communication issues and come
to a resolution can drastically improve working conditions, sales and
organizational culture. Let's look at communication barriers through examples
at Paint Your Face Cosmetic Company.
Paint Your Face Cosmetics is a makeup company that sells products
globally. They recently have had numerous excellent ideas for new product
development but, for some reason, have been unsuccessful with bringing the
final product to the marketplace. Additionally, there have been some
problems with issues in the departments being hidden and not resolved,
trouble within sales meetings, issues between office locations and difficulties
with language barriers. The CEO has a feeling that there are some serious
communication issues happening with the organization.
Basic Barriers of Communication:

1. Physical barriers

2. Language / Semantic barrier

3. Psychological barriers

4. Physiological barriers

5. Cultural barriers

6. Ethical barriers
 7. Environmental barriers

8. Technological barriers

Physical Barriers
Physical barrier is the environmental and natural condition that acts as a barrier in
communication in sending message from sender to receiver. Organizational
environment or interior workspace design problems, technological problems and
noise are the parts of physical barriers. When messages are sent by the
sender, physical barriers like doors, walls, distance, etc. do not let the
communication become effective. The barriers are less if the proximity of the
sender and the receiver is high and fewer technologies are required.

Disturbance in hearing due to thunders, telephone call disconnection, problems in

television reception, message not being sent in chat, etc. are some examples of
physical barriers of communication.

Distortion
Distortion is the meaning of message getting lost during the handling process in
communication while encoding and decoding. It is related to meaning of the
message which is affected by human perception.

Environment or Climate
Thunder, rain, wind and other environmental factors create noise which cannot be
stopped and disturb the message flow. Natural noise is present in the environment
which disturbs the communication. Likewise, unstable temperature makes people
unfocused on creating the message. If temperature of a place is too high or low,
people cannot concentrate on the information they are sending. It promotes
uncomfortable feelings which leads to environmental and physical barrier to
communication. Similar is the case of improper lightening which impairs proper
visual communication.

Communication is also affected by people being concerned about their own lives
which do not let the sender and receiver focus on the message. This is the
environment of the particular person. Context (natural environment or person's
immediate situation) of the communication also acts and causes to be a barrier as
the context might not be right for the particular message to be sent.
Time and Distance
If a message is not sent in inappropriate time, the message will not have the effect
that it should have, as the intention will not be met. This causes barrier in
communication. So, the time of the message should be accurate. The person from
Asia will not be able to Skype a person in U.S. if the time zone difference is wrong
and the second person is sleeping.

Likewise, the geographical distance also affects the message. Distance adds more
requirements and barriers to communication as greater the distance, the more
technical channels are needed. The sender and receiver need to include machines
as mediums, encoding, decoding, etc. Face to face communication has the least
physical communication barrier and are easier as there as more communication
channels. New technologies are being made to reduce noise in the mediums and
channels. In all, advantages and disadvantages of different mediums must be
analyzed for different distances before using one.

Medium Disturbance or Technical Problem

Mediums and channels of communication must be decided upon by the role it
plays, distance that must be covered, disturbances that might arise, etc. The
medium that is suitable for a particular distance with the least noise should be used
for communication. If not, then the medium itself acts as a communication barrier
and disrupts communication flow. Every kind of medium has one or the other
defects and disadvantages over another.

Mediums have to use network facilities which might lead to technical and
technological problems. Mechanical and technical breakdowns such as computer
virus or crash or no network coverage can happen anytime. Thus, mediums must
not always be trusted to be totally effective.

Workplace Design
Workspace also has an effect in the communication in an office setting. If the
employees' workspaces are far away from the room of employers', they will not be
able to communicate with the employers, take proper orders, make plans, get
feedbacks and suggest new ideas. They must work through phones or emails.
These mediums have more noise and other technical problems than face to face
communication. In this way, workspace designs act as a physical barrier to
effective communication. Seating arrangements and physical comfort also fosters
or impairs communication. Likewise, organizational structures also act as a barrier
to communication. A person has to go through their superior to communicate or to
send any message to the main authority of the organization. They cannot talk
directly which disturbs the flow of message and alters the meaning of the message.
Thus, new concepts like open workspace designs and parallel communication
approaches have been emerging to challenge this type of physical communication
barrier.

Noise
Noise causes obstacles for the message to reach the receiver and cause physical
communication barrier. There are many kinds of noise in communication process
such as physical noise, written noise, technological noise, etc. Physical noise are
the disturbances that occur due to outside or background disturbance and
environment. This type of noise occurs in mostly all kinds of communication like
face to face, written, etc. Written noise like bad handwriting or typing is also taken
as physical barrier. Technological noise are the noise that occur in the medium or
channel like no sound while talking on phone or message sending failure in chats.
All of the mentioned types of noises are included as physical communication
barriers.

Information Overflow
When information becomes more than that can be received at a particular time by
the receiver, then communication fails. The receiver does not have the capacity to
get all the information and can miss some important points or misinterpret the
meaning of the whole message altogether. The message will not get the desired
outcome causing the communication to not be effective and act as a barrier. Work
overload and information duplication also help to cause physical communication
barrier.

Physical factors obstruct effective communication, in any form of communication. If

physical barriers are reduced or eliminated, the communication becomes effective
as there is less distortion and interference.

Submitted by Sneha Mishra

Language Barriers

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. Regional colloquialisms and expressions may be
misinterpreted or even considered offensive. See our page: Effective
Speaking for more information.

Semantic Barriers
There is always a possibility of misunderstanding the feelings of the sender of
the message or getting a wrong meaning of it. The words, signs, and figures
used in the communication are explained by the receiver in the light of his
experience which creates doubtful situations. This happens because the
information is not sent in simple language.

Semantic / Language Barriers

• Homophones(similar sounding words-e.g. alter,

altar)
• Homographs(words having multiple
pronunciations-e.g.wound)
• Homonyms(words have multiple meanings-
e.g.Desert)
• Synonyms(diff. words with similar meanings)
• Paronyms(words sharing the same root-
e.g.wise, wisdom)
• Jargon (pertaining to a profession), diction ( choice of
words or vocabulary), dialect (, slang

• Jargon - a type of language that is used in a particular context and in a

particular profession
 • Diction - refers to the writer's or the speaker's distinctive vocabulary choices
and style of expression in a poem or story

• Dialect - a form of a language that is spoken in a particular area and that uses
some of its own words, grammar, and pronunciations

• Slang - very informal language that is usually spoken rather than written, used
especially by particular groups of people: Chicken" is slang for someone who
isn't very brave. (in army context)

Psychological Barriers
The psychological state of the communicators will influence how the message is
sent, received and perceived.
For example, if someone 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. See our
pages Stress: Symptoms and Triggers and Avoiding Stress for more information.

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.

Attitude:
Attitudinal barriers are behaviours 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.

Psychological or Emotional Barriers

The importance of communication depends on the mental condition of both the
parties. A mentally disturbed party can be a hindrance in communication.
Following are the emotional barriers in the way of communication:
(i) Premature Evaluation:
Sometimes the receiver of information tries to dig out meaning without much
thinking at the time of receiving or even before receiving information, which can
be wrong. This type of evaluation is a hindrance in the exchange of information
and the enthusiasm of the sender gets dampened.

(ii) Lack of Attention:

When the receiver is preoccupied with some important work he/she does not
listen to the message attentively. For example, an employee is talking to his
boss when the latter is busy in some important conversation. In such a situation
the boss may not pay any attention to what subordinate is saying. Thus, there
arises psychological hurdle in the communication.

(iii) Loss by Transmission and Poor Retention:

When a message is received by a person after it has passed through many
people, generally it loses some of its truth. This is called loss by transmission.
This happens normally in case of oral communication. Poor retention of
information means that with every next transfer of information the actual form or
truth of the information changes.

According to one estimate, with each transfer of oral communication the loss of
the information amounts to nearly 30%. This happens because of the
carelessness of people. Therefore, lack of transmission of information in its true
or exact form becomes a hindrance in communication.

• Psychological Barriers:

• Attitude & Ego

• Close Mind / Inattentiveness

• Emotions

• Hatred/ Dislike

• Premature Evaluation
 Physiological Barriers
• Physiological barriers to communication
are those that result from the performance
characteristics and limitations of the
human body and the human mind.

• Disability

• Hunger

• Discomfort

• Speech Disorder

• Memory

• Selective Perception

• Fatigue
 Overcoming Bias in Language
Example Unacceptable Preferable
Gender bias Salesman Salesperson;
Sales representative
Manpower Workforce; Workers
Man-made Artificial; Manufactured
Ethnic bias Jim Wong is an Jim Wong is very tall
unusually tall Asian
Disability Crippled workers Workers with physical
bias face many barriers disabilities face many
on the job barriers on the job

Cultural barriers
• Cultures shape the way we think and
behave.
• They can be seen as both shaping and
being shaped by our established patterns
of communication.
• Nations, occupations, organisations,
teams and other social groupings, all
share a tendency to develop distinctive
cultures.
Cross-cultural / Geographic Barriers

• Language
• Values and norms of behaviour
• Social relationship
• Concept of time
• Concept of space
• Non-verbal communication
• Perception
• National character / basic personality

Ethical barriers

• these occur when individuals working in an

organisation find it difficult to voice
opinions, even though their organisation
is acting in ways they consider to be
unethical
 Environmental Barriers
 Light
 Air
 Noise
 Ventilation
 Interruption
 Visual

Location
Location serves as an environmental barrier to effective communication, in that your location
can effect perception, as well as create other physical barriers. An example of a physical barrier
caused by location includes inadequate technology. Say you prepare a PowerPoint
presentation for a meeting you have to conduct. If the meeting location does not have the
equipment needed to show your PowerPoint presentation, you will have a major
communication obstacle to overcome.

Space
Space between individuals is a possible obstacle to face-to-face communication, according to
Communication Theory, a website dedicated to the communication process. The site explains
that proximity has been classified into different categories. These categories include intimate
(45 cm or closer), personal (1 metre apart), office (1.5 metres apart), and public (more than 3
metres apart). Communication Theory notes these space categories to be relevant for Western
countries and warns other cultures may follow different standards.

Technological barriers

• Lack of knowledge of technology

• Advancement in technology
• Noise
• Fear of lack of security

Is Technology a Barrier?
Can technology and human communication be out of step?

Technology acts as a barrier to communication when (1) it reduces the quantity

and the quality of time that we spend with each other and (2) it distracts us from
noticing the rest of our lives.

Less Face Time

When we use our computer to bank, shop online, we no longer talk to the tellers,
or to the store clerks.

When we monitor our children’s process via the school’s portal, we have less face
to face communication with the teachers or other parents.

When we email other employees, we may have less face time with them.

When we use online social networks, we see more of our friends pictures, but less
of them in real life.

When our children play computer games with their friends, they may no longer go
outdoors and play.

The list of how we use less face time goes on and on.
More Distractions, Less Presence

When we email or text people while at the beach, we no longer stay present to
the sound of the waves, or the conversation with others.

When we email or text people while at home, we may miss out on the
conversations that are taking place within the family.

When we are internet browsing and emailing while having coffee at Panera or
Starbucks, we may no longer be present to other people in the place, to the flavor
of the coffee or the food we’re having.

When we talk on our cell phones while driving, we may get distracted from
enjoying the drive and our surroundings. Or, we may just crash onto something.

All in all technology can prevent us from connecting with people in meaningful
ways and prevent us from enjoying the present as it unfolds.

Technology can be a formidable barrier to human communication, but we

cannot let that prevent us from appreciating the synergy between technology
and human communication.

How to overcome the barriers?

• Sender must develop clarity of thought about the message to be conveyed

• Thoughts must be carefully organized

• Consult with the intended recipient to develop a mutual understanding

• Use appropriate language suitable for the recipient

• When communicating face to face, develop sensitivity to the body language.
• Avoid communication under conditions of mental stress.
• Use appropriate method of communication - for example face to face, letter,
telephone call, and so on.
• Take care to ensure that message has been or is being transmitted correctly.
Check for correct and complete receipt of message.
• Pay attention to messages of others. Listen carefully.

What is Verbal communication?

Verbal communication is auditory communication with words. It is mostly face-to-
face or written with the use of language as a means. Nowadays, technologies like
phone and internet have allowed oral communication to take place without being
in the same place or writing.
Here, tone and volume of the spoken words or sound matter the most along with
the words. Similarly, detonation and connotation are other factors that sends
intended meaning of message. So, choosing right words according to situations is
important.

Verbal communication might fail in inter-cultural situations due to meanings and

symbols being different.

What is Non-verbal communication?

Wordless communications fall under non-verbal communication. It is conveyed as
visual cues. Body language, gestures, facial expressions, touch, etc. are few
examples of non-verbal communication.
It is noticed and interpreted more than words. It also communicates more
messages.

It is used to interpret whether verbal communication is true and authentic, or not.

Non- verbal communication can be different according to place, culture and

individual differences. There is no specific interpretation, rather the interpretations
are open.

Similarities between verbal and non-verbal

communication
Verbal and non-verbal communications are not contradictory in their uses. They
go side by side. Combination of verbal and non-verbal communication make
communication effective. In most cases, one doesn’t exist without the other. For
example, laughing at a joke and saying it is funny.

According to a researcher Wertheim, non-verbal communication plays different

roles in communication. It can play one of these five roles: reinforcement,
substitution, contradiction, accentuation and regulation.
Differences between verbal and non-verbal
communication

Importance and structure

Different cultures have developed language and words through centuries into what
it is today. This has made communication easier and reliable. This is why verbal
communication is important.

 Verbal communication is a structured communication as it has grammar rules

and gives clear messages.

 Non-verbal communication is not structured; it does not have specific patterns.

It can be interpreted as anyones wish. however, non-verbal communication is
important as it supports verbal communication by adding flavor to it. But, it does
not happen the other way round.

Discretion and Continuousness

 Verbal communication has start point and stop points.

 Non-verbal communication keeps going on without interruptions. Even when

alone, interpersonal processes keep occurring at individual level. Even after
people stop talking, they keep showing non-verbal cues. For example, glares
after a fight or smiles after something good.

Chances of Miscommunication
 Each word in verbal communication has distinct meanings and has less chance
of being misinterpreted.

 There are about 4000 distinct facial expressions that people can make with 20
muscles in the face. Along with that, there are so many other types of non-verbal
communications. So, there is a greater chance of those signs that can be
misinterpreted

Neuro-physiological processing
 Verbal stimuli are interpreted by the left hemisphere of brain which helps in
analyzing and reasoning. This happens most of the time but brain does not
follow it all the time.

 Non-verbal communications are interpreted by right hemisphere of the brain.

These interpretations involve spatial, pictorial and gestalt activities in the brain,
and create elicit responses.

Time consumption
 Verbal communication is fast and efficient.

 Non-verbal communication is more time consuming than verbal

communications. For example, sign language news is more time consuming than
others presented verbally.

Miscommunication according to places and situations

 Verbal communication also has immediate feedback, whereas it is not always
possible in non-verbal. This is because people do not show emotions right then
but take some time.

 Miscommunication in verbal communication happens less than in non-verbal

communication. For example, in Russia, smile is considered to be impolite.
Whereas in most of other parts of the world it is a positive gesture.
But, this doesn't mean non-verbal is misinterpreted in all the situations. It is
better at communicating feelings and emotions, even though it is slow. It even
shows what a sentence might mean in a particular situation. For example, a
sarcastic sentence and a compliment seems the same verbally. But, the intentions
can only be interpreted through non-verbal cues.

Presence and distance

 Verbal communication can use any means like letters, chat, phone, etc.
Distance does not matter in verbal communication

 People must be face to face to show and receive non-verbal communication.

Non-verbal communication cannot occur in long distance
Documentary Evidences
 Verbal communication are loud and people witness it. So, there can be
documentary evidences of it as other people might have heard. It can be taken
as an evidence.

 In non-verbal communication, many people do not witness and have less

evidences. Conclusive documentary evidences are less in non-verbal
communication. It only happens if there are eye-witnesses as it is visual cues.

Which is More in use

Albert Mehrabian had conducted a research on verbal and non-verbal
communication in 1960. The study showed that nonverbal communication is more
important than verbal.

According to it, 55% meaning of any message is generated by face and body.
Another 38% is derived from the way anyone speaks (tone, volume, etc.) and
only other 7% from words said. These three parts of communication are the 3 V’s.

This study shows that receivers take about 93 % from non-verbal communication
and only 7 % from verbal communication.

And when verbal and non-verbal communication contradicts, non-verbal is mostly

true. You should believe in non-verbal cues. People cannot control their non-
verbal communications all the time and fake the non-verbal cues.

Uses of Verbal and Non-verbal Communication

The major use of verbal communication are to inform or impart knowledge, as
words are very powerful. It can be used as a tool of persuasion. It is used to have
debates, discuss and show creativity. It can also be used to establish relationships
as words are used to express feelings. It is needed for social situations.

Whereas, non-verbal communication like touch and eye contact express closeness
and emotions.
For example: Holding hands can express love better than words like "love you". The
5 major uses of non-verbal communication are modifying speech, replacing
speech, controlling communication, conveying personality and expressing
emotions. It also helps in maintaining interpersonal relationships, supporting
verbal communication and perform.
So, we can say verbal and non-verbal communication does not always have to be
different. It also has many similarities and goes hand in hand.

***All the Best***