Barriers to Communication

1.

2. 3.

Psychological Barriers (a) Emotional (b) Perceptual (c) Selectivity Semantic Blocks Physical Barriers

(iii)

1. Psychological Barriers (i) Emotional Blocks Likeness or dis-likeness of people to whom you are talking. Likeness or dis-likeness of the audience towards the message you are delivering. (ii) Perceptual Blocks Communication involves perception and perception is never precise. Every person perceives things differently. We all live in different subjective worlds. The same data or ideas, people see, interpret or respond to them differently. Peoples perceptions are based on their experience and knowledge. Selectivity Blocks Competition for peoples time and attention. Bombardment of different information sources we simply cannot absorb all this information and have to screen it selectively. Selection aspects include time factor, context or positive or negative impact. 2. Semantic Blocks The study of words choice is called semanities. Words can mean different concepts and cannot have precisely the same meanings for every one. There are abstract words and indefinite terms having no precise meaning. 3. Physical Barriers

Physical appearance of communicator or audience, the context of the document or the presentation. Illegible documents, jammed margins, faulty typing, unclear photocopies all are physical barriers. Other physical blocks include mumbling, speaking to fast, distracting gestures, noise inside the room such as ringing telephones etc or outside the building such as traffic or aero -planes. Your message may be blocked because people in your audience are uncomfortable, they cannot hear because of bad sound system and cannot see because of inadequate lighting.

Why COMMUNICATION IS IMPORTANT in business world? (a) The world of business is a world of action Products are designed made and sold People hired Service rendered Policies made and implemented Jobs learned and performed Yet there is no practical way in which these events could take place without communication. (b) Communication helps in clarifying concepts ideas.

(c) (d) (e)

Communication helps in understanding / persuading and working with other people. Business people spend 60 to 90 percent time at work communication. The higher one goes in an organization the more he needs to learn the art of communicating i.e speaking, writing and otherwise.

(i) (ii) (iii)

DIRECTIONAL FLOW OF COMMUNICATION Some research evidences show that : Information gets distorted as it flows upward: Most information gets lost as it flows downward: Lateral communication may be blocked by rivalry and jealousy among peers. 1. Downward Communication Purpose To explain set standards. To provide feedback to employees To encourage participation.

Pitfalls Information may get garbled on the way. Mostly it is one wayFeedback not received. Subordinates lose the chance to express their own point of view It loses mutual trust

To motivate or inspire. . 2. Upward Communication Purpose To report on activities /accomplishments. To offer suggestions and opinions. To increase participation in management functions It helps in building the trust.

Pitfalls Employees try to conceal their opinion, Ideas, problems from supervisors. Employees avoid honest opinion due to fear of punishment from seniors Lack of trust between managers and employees

Remember : Once you have established upward communication with your seniors try to maintain it and avoid pitfalls. Suggestions Try to establish relationship of trust with your boss. Establish guidelines with your boss. Avoid arguments and maintain pleasant attitude. Try to meet the work targets. Remember : Your boss, in fact the organization itself, will benefit from your ability to communicate upward, and will be able to make better decision with better information, exercise more efficient control, and more effectively for the future. 3. Horizontal / Lateral Communication Purpose (a) Communication between people at same hierarchical level but in different functional areas. (b) Helps in better coordination among various functions

Major Blocks Jealousy or rivalry between groups

Lack of time & communication opportunities

(c) Encourages teamwork. Departmental isolation Suggestions Keep the flow of Communication open. Avoid possible conflicts or bottlenecks. Try to share your problems in an available way and develop your understanding. 4. Outward / External Communication It includes communicating to many different audiences outside the firm such as suppliers dealers, manufacturers, customers, government agencies etc. It is done by advertisements, press releases, direct mailings or personal visits etc. It deals with answering questions, attending complaints, information requests or making requests for information.

DIRECTIONAL FLOW OF COMMUNICATION The research reveals:Information gets distorted as it flows up Information gets lost as it flows downwards Lateral comm. gets blocked by rivalry and jealousy amongst peers. It is therefore essential that pitfalls be removed. Q.7 Dear Dear Customer Dear editor Dear Recipient Dear Madam Downwards Upwards Use descriptive term Use job title Use formal sexual satiations Use informal sexual salutations

Horizontal

Outwards

Staff Meeting Manual procedures Policies

Reports Memos Meetings Interviews

Same level Coordination very important team work

Includes Different achieve suppliers / dealers customersGovt Agencies etc

To explain standards Provide feedback Encourage participation

Done through Report on activities Jealously / rivals Advertisement Offer suggestions Departmental Press release Increase participation isolation Direct mailing Lack of time Personal visits & comm. opp

Motivate Employees hide / Info getsgarbbled feelings/ ideas One way Fear of punishment affair no Lack of trust feedback Employees/managers Subordinate lose chain to express Loss of mutual trust
Try to establish trust with boss Establish guide lines with boss Avoid arguments Pleasant attitude meet work forget

Keep comm. flow open Avoid possible conflicts Develop understandin g share problem

Deals with Answering questions Attending complaints Infrequent or making request for info

Discuss two examples of how your non-verbal communication contradict your spoken words. Non-verbal Communication Non-verbal communication which is the process of communicating without words, allow us to communicate through cues, gestures, vocal qualities, spatial relationships and attitudes toward time. Action is the ultimate form of communication. It speaks with an unmistakable voice. It has few rules and often occurs unconsciously. Non-verbal communication contradict our spoken words in fundamental ways. For example we cannot pick up a book on non-verbal language and master the vocabulary of gestures and expressions that are common in our culture. For one thing, it is less structured, which makes it more difficult to study. As no one teaches a baby to cry or smile, yet these forms of self-expression are almost universal. Non verbal communication also differs from verbal communication in terms of intent and spontaneity. We generally plan our words. When we say, Please get back to me on that order by Friday, we have a conscious purpose. We think about the message, if only for a moment. However, when we communicate non-verbally, we sometimes do so unconsciously. We do not mean to raise an eye brow or blush. Those actions come naturally. Without our consent, our emotions are written all over our faces.

List six non-verbal messages your have noticed business people convey by body language or appearance. Do you consider them favourable or unfavourable? Why? Non-verbal communication Non-verbal communication allow us to communicate through cues, gestures, vocal qualities, spatial relationships and attitudes toward time. This art is also used in business community by conveying important signals.

The language of hands: Open outcry system in the stock market is a classic example of the age-old auction market at work in business community. With every trader acting as his or her own auctioneer. All eyes are focused on the pits, where bids and offers are conveyed by voice and with hand signals. The rule of thumb, the louder, more energetic and better. Message Signals: Use and Meanings: Buying a contract: Bids (to buy) are signaled by holding the palm of the hand facing ones body. Selling a contract: Offers (to sell) are signaled by holding the palm of the hand away from ones body. Indicating a price: Price quotes, for either bids or offers, may be indicated by a series of hand signals made directly in front of ones body, with arms vigorously up-stretched. Prices one through five are quoted with vertically extended fingers. Prices six through nine are quoted with fingers extended horizontally. Zero is indicated by a close fist. Indicating a quantity: The number of contracts to be bought or sold is quoted in the same way as prices are indicated except that the signaling hand is held near ones head. Favourable or unfavourable: Together, the shouts and the hand signals constitute an intricate network of communication that appears to be uncontrolled, but which is, in fact, extremely orderly. That efficiency however, does nothing to diminish the excitement on the floor. Indeed the wildly gesticulating up-stretched hands and the strenuous activity combine to make this grand auction one of the most visually dramatic demonstrations of the language of hands.

Careful planning is essential for successful speeches, short or long. The better you prepare in advance the more confidence you will have on stage. Preparation usually requires some important steps. What are these? Discuss importance of each step. At some point in our career we are likely to be called on to give a speech or presentation. Short speeches (5 to 15 minutes) are organized like letters and short memos. Long speeches (upto an hour or more) generally involve more complex subjects and require more interaction with the audience. Short or long speeches are usually organized with important steps, i.e., an introduction, a body, and a close. Importance of every step is essential in its place for successful in preparation of speeches. Introduction: This step is used to captures attention of the audience and previews the contents of the speech. In introduction speaker also establishes his credibility on the audience. Arousing interest of the audience purpose statement, quotation, question, reference to the occasions are used. But it will be in mind of the speaker to use them in moderation and with good taste. For building credibility, it is one of the aspects that the speaker without boasting, must explain why he is qualified to speak on the subject. For the purpose of previewing the contents of the speech it should be in the manner that it should summarize main idea, identify the supporting points, and indicate the order of development of these points. Body: This is main part of the speech. It contains main material for achievement of specific purpose consisting of three to four main points. This part explains the relationship between subject of the speech and familiar ideas. For the purpose of holding the audience attention the speaker should make some efforts like to pause occasionally for questions, or comments from the audience and to use visual aids for clarification and stimulation.

Conclusion: This is last part of the speech. This is also an important step as the beginning step because audience attention peaks at this point. After covering the main points, in conclusion the speaker should leave a strong and lasting impression by repeating main ideas of the speech and restate the main points and recommendations with a memorable statement that motivates the audience to take action. For the purpose of conclusion of the speech 10% of the total time should be devoted. Begin conclusion by telling audience that it is going to finish so that they will make one final effort to listen intently Read more: MBA Business Communications http://www.friendsmania.net/forum/mba-notesassignments/27551.htm#ixzz2IiB8fJwE

BUSINESS COMMUNICATION
Communication is the life blood of social as well as corporate world. Communication is the process by which we exchange meanings , facts , ideas ,opinions or emotions with other people. It is an essential condition of our existence and the most important activity of ours. The word communication has been derived from Latin word communicare/communis that means to share or participate . Everybody knows that most of the time , through speech or writing or any other means like exchange of a common set of symbols , we are sharing information with other human beings. It is , therefore , first and foremost a social activity. Man as a social animal has to communicate. Communication is an exchange of facts , ideas , opinions or emotions by two or more persons. Communication is the process of sending and receiving messages. However it is said to be effective only when the message is understood and when it stimulates action or encourages the receiver to think in new ways.
OBJECTIVES OF COMMUNICATION 1. STRONGER DECISION MAKING Your ability to communicate effectively increases productivity , both yours and your organization . 2. INCREASED PRODUCTIVITY With good communication skills , you can anticipate problems , make decisions , co-ordinate work flow , supervise others , develop relationships and promote products and services . 3. STEADIER WORK FLOW Communication acts as tool for the effective work related flow of information . 4. STRONG BUSINESS RELATIONSHIPS & ENHANCED PROFESSIONAL IMAGE You can shape the impressions you and your company make on colleagues , employees ,supervisors , investors ,and customers in addition to perceiving and responding to the needs of these stakeholders(the various group

you interact with ) without effective communication , people misunderstand each other and misinterpret information. Ideas misfire or fail to gain attention and people and companies flounder. 5. CLEARER PROMOTIONAL MATERIALS Your organizations need for effective reach of company name and public promotions are based on effective promotional material such as advertisements , bill boards , online add , posters etc are all communicated for effective message delivery and meaning. 6. PROVIDE ADVICE Giving advice is based on individual-oriented and work-oriented ,advice should not given to the person for pinpointing his mistakes rather it should be helpful for his improvement. Effective advice promotes understanding and it can be a two way process if the subordinate staff given freedom. 7. PROVIDE ORDER Order is an authoritative communication pattern and it is directive to somebody always a subordinate to do something. Orders will be written and oral orders , general and specific orders ,procedural and operational orders , mandatory and discretionary order. Order should be clear and complete ,execution should be possible and given in a friendly way. 8.SUGGESTION Suggestion is supposed to be very mild and subtle form of communication. Suggestions are welcomed for it is not obligatory to accept them , it can be voluntary and anonymous and submitted through suggestion boxes. 9. PERSUASION Persuasion may be defined as an effort to influence the attitudes , feelings ,or beliefs of others , or to influence actions based on those attitudes , feelings , or beliefs. Persuasion can be done to others if you are convinced , you do not impose , you are not rigid are prepared to meet half-way and you can look at the situation from the other persons angle also. 10. EDUCATION Education is a very conscious process of communication ,it involves both teaching and learning by which organizations provide to their employees in the form of training. Education is given for management , employees and outside public. 12. WARNING If the employees do not abide by the norms of the organization warning is a power communication tool and it can be general and specific. Specific warning should be administered in private and after thorough investigation. The aim of the warning should be the organization betterment. 13. RAISING MORALE AND MOTIVATION

Morale stands for mental health and it is a sum of several qualities like courage , resolution , confidence .High morale and effective performance go hand to hand. Motivation is a process that account for an individual intensity, direction , and persistence of effort towards attaining a goal. 14. TO GIVE AND RECEIVE INFORMATION Communications main idea is to give and receive information because managers need complete , accurate and precise information to plan and organize employee need it to translate planning in to reality. Information will cover all aspects of the business. 15. TO PROVIDE COUNSELLING Counseling is given to solve employees mental stress and improve the employees productivity. 16. TO IMPROVE DISCIPLINE Finally discipline is the foremost part of any business communication. The various disciplinary codes are effectively communicated to employees through disciplinary codes.

Six rules of effective communication:

1) Organize your thoughts 2) 3) Dont think about it, think through it Recognize that actions speak louder than words

4) Be concise 5) Always translate your message in to benefits for the other party 6) Listen carefully to the other party. LISTENING SKILLS Effective listening is an important aspect for good communication. Listening is different from hearing. By listening we mean all our senses especially your mind and body will be focused and concentrated. Listening to others improve your personality. The listening process starts from receiving the information or noise, and then your mind will interpret the information by your mental filters and little information will be remembered in your brain storage by which it is evaluated based on your judgment and finally the response will be delivered in the way of verbal voice or loud applause. TYPES OF LISTENING 1. CONTENT LISTENING: In this process a person will listen just to receive and remember the contents of particular information just for knowing what is what. Here he is not going to make any action based on the information received.

2.

CRITICAL LISTENING: In this process a person will listen the entire information and analyze or interprets the contents and meaning of the information rationally. Here the objective of this listening is to give either a positive or negative feedback about the topic. 3. EMPATHIC LISTENING: Here people will listen to someone or information based on empathic feeling towards the information or person. Here the objective is you have a courtesy respect towards the person, for that sake you listen to them. BARRIERS TO EFFECTIVE LISTENING 1. Listeners who jump to conclusion close their mind in receiving additional information. 2. Self-centered listeners shift attention from speaker to themselves. 3. Selective listeners just listen to few topics and ignore rest. 4. Physical distraction such as noise and mental distraction such as IMPROVING LISTENING SKILLS 1. Dont judge the message by the speaker but by the argument. 2. Decrease your emotional impact. 3. Fight distraction by closed doors and turning off radio and television. 4. Dont interrupt in the middle, please wait to hear the entire message fully. 5. Provide feedback and let the speaker know that you are paying attention. 6. Offer facial expression and provide your criticism in a positive tone. 7. Listen actively for key points, ideas and facts. 8. Distinguish between evidence and argument, idea and example. 9. Take brief notes so that key points can be discussed. 10. Reserve your judgment until the speaker has finished the topic. NON VERBAL COMMUNICATION Non verbal communication is a process of communication that occurs without words. (Communication which occurs through our body movements, space, time, voice patterns, color layout and design of our surroundings) CLASSIFICATION OF NON VERBAL COMMUNICATION KINESICS PROXEMICS TIME LANGUAGE PARALANGUAGE PHYSICAL CONTEXT

1. 2. 3. 4. 5. 1.

1. 2. 3. 4. 5.

1. 2. 3.

KINESICS: Kinesics is the study of body physical movements. It is the way our body communicates without words and its occupying a major aspect of non verbal communication process. When we communicate our thought process and attitude is transmitted in the form of body movements by which our inner state of mind is reflected in our movements. Thus you can realize these expressions by face and eyes, gestures, posture and physical appearance. Facial expression is the first way to communicate particularly eyes and eye movement. We can express happiness, surprise, fear, anger and sadness everything through our eyes. The gesture is our body parts especially arms, legs, hands and head convey meaning. All these movements are made rationally along with our speaking and not made with any intention. Body shape is related to our biological factor and it is natural but poster is how we stretch our body in different styles. Body shapes are classified in to three they are ectomorph which is thin, youthful, and tall then the mesomorph is muscular fit body and finally endomorph which is fat, round, and soft.

4.

Appearance includes clothes, hair style, jewelry, cosmetics and such styles which we include in our daily life by which we communicate how we want to project our self. 1. PROXEMICS: It involves how we arrange personal space and what we arrange in it. They create meaning in your mind and others mind as well. They are also called personal space language which involves how we are maintaining relationship with a person with intimate space, personal space, social space and finally public space. All this things are typical example of our relationship space with our father, friend, boss and a stranger. 1. TIME LANGUAGE: Time language is all about the meaning we convey through time. In western countries time equates money because their business culture is like that. The same thing apply may differ for other cultures. Therefore time language is associated with culture as well. 1. PARALANGUAGE: It involves how we say something in different pitch, tone and voice modulation such as slow or fast. Based on voice language we infer people background and personality. 1. PHYSICAL CONTEXT: It refers to our surroundings, colour, layout and design of our physical environment. For example colour of the building and room, design of table and chairs etc. All these things communicate a lot to our feelings and emotions. To conclude Non verbal communication is an art as well a skill. We communicate through letters, reports, mails but they are all one way communication but daily we communicate with people which is a two way process. This interpersonal communication requires a lot of care in non verbal cues through which we can improve our relationship better and increase a chance of good business dealings which again is an essential ingredient in face to face communication. BARRIERS (or) MALFUNCTIONS OF COMMUNICATION All our communication problems occur from language imperfections and incorrect thinking patterns. If a communication wants to be effective one should note a point that all exchange of information should be made with the judgment and reality of the particular situation. 1. TWO-VALUED THINKING 2. FACT-INFERENCE CONFUSION 3. THE BLOCKED MIND 4. THE STATIC VIEWPOINT 5. FAILURE TO DISCRIMINATE 6. DECEPTIVE TACTICS 7. INFORMATION OVERLOAD 8. WRONG CHOICE OF MEDIUM 9. PHYSICAL BARRIERS 10. RESTRICTIVE ENVIRONMENT ____________________________________________________ 1. TWO-VALUED STATEMENT: During communicating we consider that there is always just two values for any statement or situation. Some situation demands statements like yes or no, pass or fail, to buy or not to buy etc. Here we are having only two options in this particular statement beyond that we cannot say anything. But certain statements we will come across multi-valued situation. Example is rich poor, fatskinny, tall-short etc. In this statements you cannot just say rich poor because a person who having a wealth of one crore is considered as a rich person and a person who is having fifty crore is also called as a rich person. Similarly a begger who lives in an street is also poor at the same time a person earning a

1.

1.

1.

1.

1.

1.

1.

monthly income of four thousand is also called as poor. Therefore proper distinction should be made while you make specific reference. Without knowing this proper distinction if you are communication then there is a communication problem. Overcoming this problem is based on being aware of the problem and using words precisely. You make statements with specific quantitative reference , instead of saying he has got first class percentage say that he got 65% , similarly you can make qualitative reference, instead of saying I agree you can say I strongly agree , agree, disagree, strongly disagree. Therefore we should be specific in communicating along with seeing the reality of the situation. This rule will helps a lot in writing a business letter or report. FACT INFERENCE CONFUSION: There is always a difference between fact and reality. Some statements involve inference of particular topic but we must always do a reality check of our argument of inference. People may say we expect the sales record of 80% during next month; similarly attendance percentage will be only 15% in the weekend. But all these statements are based on inference of prediction and not by reality. On the other hand we cannot believe these statements all the time because these are predictions and you must always verify these with facts of reality. Without checking the probability of correctness this communication leads to fact inference confusion because your perception may be completely different from reality. THE BLOCKED MIND: This is a state of not accepting extra information or seeing the overall picture of reality. We always frame certain ideas in our mind based on our beliefs, attitudes, opinions and values. Based on our narrow ideas we tend to see only the tip of the iceberg or one thought and forget to see the entire picture. This tendency is known as allness, judging the whole thing with a small part. Our stereotype of references should not block the other references of a particular topic. Therefore one should get out of this problem by unblocking the mind. You should be open to receive all the information, than based on your judgment analysis decide what to accept and which statement to reject. THE STATIC VIEWPOINT: Static view point is a tendency of just having one idea or information as static or permanent through out various time dimensions. Few people communicate with same information throughout every time period. But they fail to notice the information what is true today may not applicable tomorrow. We must accept as time changes so do our pattern of communication changes. For example you cannot say that I know to write a letter but I cannot compose an email. So dont have a fixed pattern of thought, you should always be open and update yourself with the information as per the changes in time. You must be open in receiving information and updating it as when the environment demands you. FAILURE TO DISCRIMINATE: When we communicate we speak based on similarity of events. For example all men are rough and tuff is a statement of similarity but exceptions are there. All teachers adopt same method of lecture teaching is a similarity statement but exceptions occurring based on teaching style. Therefore we must not see all communication based on similarity of events rather we should able to judge the best to worst. You buy dozen of apple but all of them are not in the same taste. So you cannot say apples are great in taste. You should be able to differentiate based on your judgment and logic of reality. DECEPTIVE TACTICS: This is a tendency of over emphasizing a statement. That is making or showing information in an exaggerated manner. Generally people use to hide the facts or give false statement about a topic of discussion in communication. But the reality of the situation will be different. INFORMATION OVERLOAD: This is the amount of information one receive. For example your mail inbox is filled with information and you want to replay as soon as possible, at the same time you getting a phone call and a customer are waiting to talk to you. Your boss is asking urgent information. Now all these things in a particular point of time create information overload. WRONG CHOICE OF MEDIUM: Medium is a tool which we use for communicating our ideas. Cell phone, letters, mail, slide presentation etc. When you select wrong medium for communication it creates a problem. You cannot ask a bank statement just with a phone call because written document is authentic.

1. 1.

PHYSICAL BARRIERS: Physical barriers include noise, inappropriate timing, and spatial distance. RESTRICTIVE ENVIRONMENT: You want to communicate according to the situation and time. All communication cannot happen in the same way. Thus you should analyze the audience and the environment before you communicate. If the environment is not appropriate do not communicate or adopt a different strategy for communicating. At the end communication is successful only when the feed back is clear. It is our responsibility as a communicator to check all these barriers and present a proper communication. **********************************