Mc i

MODULE I
INTRODUCTION TO COMMUNICATION

1

SYLLABUS
 Meaning & Definition, Role, Classification ,
Purpose of communication
Communication Process, Characteristics of
successful communication
Importance of communication in management,
Communication structure in organization
Communication
In
conflict
resolution,
Communication in crisis. Communication and
negotiation.
Communication in a cross-cultural setting

2


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MEANING
 Communication stands for natural activity of all
human beings to convey opinion, feelings,
information and ideas to others through words,
body language or sign tec.
Communication can be defined as purposive
interchange,
resulting
in
workable
understanding and agreement between the
sender and receiver of message.
Communication is inter change of thoughts ,
opinion or information by speech, writing or
signs.

4

Interpersonal
communication

Mass
communication

Meta
communication

Intrapersonal
communication
Classification
of
communicati
on

Verbal
communication

Group
communication

Mass
communication


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CLASSIFICATION OF COMMUNICATION
 Intrapersonal communication : in which individual
tries to create an understanding to oneself this
process is also know as decoding.
 Interpersonal communication : Interpersonal
communication is the process of sending and
receiving information between two or more
people. E.g.
Public speaking, small-group
communication
 Group communication : refers to interaction or
sharing of information between small or large
groups, like an organization, club, or class room, in
which all the individuals retain their individual
identity.

6

Mass communication : occurs when message is
sent through large groups of people. In mass
communication exchange of information does
not happen on individual basis, target
information is shared with people in mass. E.g.
News paper, radio etc.
Verbal
communication
:
refers
to
communicating through words through written
or spoken language. Verbal communication
consist of speaking, listening, writing, reading,
and thinking.

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 Non verbal communication : it includes using
of pictures, signs, gestures and facial expression
for exchanging information between persons. It
is done through sign language, action language
or object language.
Meta communication : in this speakers choice
of words communicates something more than
what the actual words state. E.g your
presentation was outstanding today. Which may
also mean prior presentation of individual were
not up to the mark.

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NATURE OF COMMUNICATION
 It is process : communication is process in which
there are some identifiable interrelated events
which are initiated by sender to create
understanding in mind of receiver.
 It is inevitable : individual is social being who is
required to interact with people around to create
understanding in minds of other, so it is part and
partial of persons life.
 Meaning based : communication is meaning
based as , we must be able to link words together
so as to create meaningful sentences and
languages.

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 Communication is systematic : component of
communication is affected by the other. The
one who sends the message, the message as
well as receiver are interrelated to each other
and transmission of data takes place through
proper medium.
A two way traffic : communication involves
two parties the sender who transmits the data
and person intended to receive the same.
Communication is incomplete process until
message creates understanding in mind of
receiver.

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 Communication social process : human being cannot
live isolated life. Communication is process which helps
individual to interact and socialize making it social
process.
 A dynamic process : communication is dynamic in
nature as it adopts itself to changing and demanding
conditions at workplace. Change in communication
channel at workplace from letters to E-mail.
 Continuous process : communication is continuous
process. It is on going process, in which one interaction
is followed by other.
 Contextual : communication happens with reference to
context. Same words would mean different things if
they are said in different context.

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ROLE OF COMMUNICATION
Inter
personal

Informat
ional
role

Role of
communication

Decision
al role


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ROLE OF COMMUNICATION
 Interpersonal role : it is important for organization to
maintain proper relationship within and outside the
organization to ensure smooth working of organization.
Which can be achieved only through accurate and timely
transmission of information through communication.
 Informational role : internal information system is
important tool through which effective operation can be
ensured in organization such as maintenance of stock
control, personnel, financial, quality control networks
etc. Through effective, interactive and informational
communication and strong feedback system high morale
of employees can be secured at workplace.


13

 Decisional role : decision making is based on
receiving and interpreting all relevant and
necessary information. Managers need to
posses the skill of receiving relevant
information
which helps in effective
utilization of resources and efficient
management in organization.


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






PURPOSE OF COMMUNICATION
To inform : is primary objective of communication. Information
or data is transferred through communication inside or outside
organization to ensure effective working of company.
To persuade : it is important to persuade employees to work
efficiently, to persuade customers to buy company product. So
therefore one of important objective of communication is to
persuade.
To educate : to disseminate knowledge and develop skills and
attitude among people working in organization is another
objective of communication.
To train : employees in organization have to be trained to
achieve effectiveness in area of work. Instruction,
demonstration, practice and discussion are important part of
training which require communication for the same.


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 To motivate : high level of morale and motivation are
necessary for effective productivity at workplace. Employees
are motivated in company through process of communication
in form of reward. E.g. Letter of appreciation.
 To integrate : large business organizations have different
business units, departments, and divisions which have varied
goals and objectives. Communication provides the means for
integrated approach in pursuing organizational goals.
 To relate : good business relation is one of the core
dimension for success of any business. Communication
provides means for building and nurturing mutually beneficial
relationship.
 To entertain : communication facilitates social bonding
through means of various channels of communication. E.g
mass media.


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FUNCTIONS OF COMMUNICATION
Problem
solving

Decision
making
Facilitate
change

Influence

Group
building

Feedback

Information
sharing

Functions of
communication


Gate
keeping

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FUNCTIONS OF COMMUNICATION
 Information sharing : the main purpose of
communication is to transmit information to
individuals and groups in organization. The information
may be in form of policies, rule, changes to be
implemented in organization.
 Feedback : employees are to be provided feedback on
their performance, required improvement to be
implemented which is done through the means of
communication in companies.
 Influence : information is source of power to direct
people, thus managers communicate goals to be
achieved and strategies through which effective
accomplishment of objectives can take place through
communication.


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 Problem solving : communication helps in solving
various
companies
related
issues
between
management and trade union in relation to hike in
salary through negotiation which is possible only
through communication.
 Assist in decision making : most important role of
manager is to take appropriate decision which requires
accurate information and suggestion from people
working in organization which takes place through
effective communication.
 Facilitating change : implementing change in
organization requires clarity as to why change is being
implemented and its benefit to management and
organization which is possible through communication.

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 Group building : communication helps in
building better relation in organization by
timely transmission of information at
workplace
avoiding
problem
of
misunderstanding in company.
 Gate keeping : communication helps to build
linkages of organization with the outside
world. The organization can use its
environment to increase its effectiveness.


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COMMUNICATION PROCESS
ONE WAY COMMUNICATION PROCESS

Sender

Encoding

Message


Channel

Receiver
decodes
message

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ONE WAY COMMUNICATION PROCESS
 Sender according to his ideas , behaviour pattern
and intentions, selects message to communicate it
to receiver.
 Sender encodes the message in form ( report,
letter, codes, sings, symbols etc )
 After encoding the message, sender transmits it to
the receiver through medium ( verbal or non verbal
) channel ( Email, telephone conversation, letters
etc )
 Receiver receives the message, he decodes the
message and gives internal response which may or
may be as per expectation of sender of message.

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DEMERITS/ DISADVANTAGES/ PROBLEMS IN ONE
WAY COMMUNICATION
 Receiver may not understand actual meaning
of message.
Action of receiver may not be as per
expectation of sender of message.
It gives scope for misunderstanding.
It may lead to distortion of message.


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TWO WAY COMMUNICATION PROCESS
Sources creates
messages
Feedb
ack

Selects channel

Sends message

Noise

Interprets
message

Filters
Experience
Knowledge
Feelings


Receiver gets
message

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TWO WAY COMMUNICATION PROCESS
 Information source : communication process
begins with source of information. Sender has
some set of raw data which he intends to
communicate in form of message to receiver.
 Encoding : once the sender of the message is
clear about content of message he puts message in
form of words ( verbal symbols, signal, etc ) which
is known as encoding.
 Channel : sender has to choose medium through
which message is to be transferred to receiver (
oral, written, electronic, code language ) is known
as channel of communication in the process.

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 Decoding : the receiver gets the message through
decoding, by receiving, understanding and interpreting
the message. Decoding process depends on intelligence,
experience, feelings of receiver of message.
 Acting : the communication process ends with receiver
putting interpreted message into action, as intended by
sender.
 Noise : is know as distortion or hindrance which
prevents proper transmission of message from sender to
receiver of message.
 Filters : depend on receivers mind set. Receivers positive
or negative experience, attitude, ability to understand
and think logically on part of receiver. Bad experience of
Mr A with Mr B in past due to personal conflict may
reduce interest level or concentration on message
communicated by MR B to A.

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TWO WAY COMMUNICATION
Ideation

Implementation of SAP in company

Encoder

Editor writes policy responsible for
implementation of software

Message

Information about procedure to
implement SAP work on the same

Channel

Mail , company website

Receiver

Person to whom the message is
sent

Feedback

Employees reaction to policy
communicated

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SHANNON – WEAVER MODEL
Noise

Informati
on source

Encoding
process

Decoding
process

Destinatio
n

Feedback


28

ELEMENTS OF COMMUNICATION
 Message : refers to information or data which is to be
sent by one person to another to create understanding in
mind of each other. Here individuals stands for two
persons the sender and receiver of message.
 Sender : refers to person who has data in form of
information who intends to create understanding in mind
of sender, encodes the message and communicates the
same through channel of communication.
 Encoding : data available with sender is to be
transformed into message which receiver can understand
and react to the same. Converting data into meaningful
information through words, gestures, sing, symbol etc is
known as encoding .

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 Channel : it is medium through which the sender
conveys message to receiver. The medium of
communication can be written, oral, audio –
visual etc. It is to be noted that channel of
communication should be in accordance with
nature of message and accessibility of receiver of
message.
 Receiver : is targeted person whom the message
is sent to. Receiver after getting the message tries
to create understanding about message.
 Decoding : this involves where receiver
depending on his knowledge, attitude , tries to
interpret message .

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 Acting : receiver after getting information in
form of message interprets the same and acts
according to hi understanding of message.
Receiver
completes
the
chain
of
communication by responding to message.
 Feedback : this is step through which sender
of the message gets an idea whether receiver
has understood message or not. It gives scope
both to the sender and receiver of message to
clarify their doubts relating to message.


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Candid
ness
Correct
ness

Courtes
y

Clarity
Seven Cs
of
commun
ication

Concret
eness

Comple
teness

Concise
ness


32

CHARACTERISTICS OF SUCCESSFUL COMMUNICATION
( SEVEN CS OF COMMUNICATION )
 Candidness : refers to speaker or person should be clear
about what he wants to communicate. His talk should
not be influenced by others opinion. Their should
transparency, loyalty, sincerity in his talk. Speaker should
be unbiased and should have fairness as guiding principle
in their talk.
 Clarity : refers to words used by the speaker should be
clear and simple end un creating proper understanding in
minds of receiver. In face to face conversation the
speaker along with verbal should have positive facial
expression towards the audience.


33

 Completeness : clarity is also ensured by
completeness. In conversation is the speaker
misses few important words or topic it may not
create any sense in mind of audience. So the
communicator should have clarity of thought and
be clear about content to be communicated.
 Conciseness : message will be effective only when
it is short and sweet. Elaborative message may
make reader or listener to loose their patience due
to which they may not have clarity of message
which may cost sender or speaker negative
response.

34

 Concreteness : refers to being specific, definite
while communicating information may be
through oral or written communication.
Information communicated to target person or
audience should not be vague as it has to
clearly specify the meaning and objective of
communicating data.
 Correctness : it refers to avoiding grammatical
mistake in spoke and written language. E.g.
mistake in using tense while communicating
information or addressing person.

35

 Courtesy : refers to using humble words while
having conversation or addressing people, avoid
usage of harsh words. It also requires speaker to
be patience listener where he should not
interrupt when audience are expressing their
opinion.


36

IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
 Forecasting and planning : and planning requires
appropriate and collection of data required to
predict the future challenges. To train employees to
work in challenging atmosphere they are required
to be trained which is done through means of
communication.
 Organizing : as a management function,
determines the formal and informal relationship
within and outside the organization. These
relationship are developed and maintained through
interpersonal communication.

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 Instructing : function of instruction depends upon
interpersonal exchange of information regarding,
products, process and targets for success.
 Coordinating : as managers function is core aspect
of all functions. Communication is means through
which managers get the desired work done by the
employees and direct them towards effective
accomplishment of goals.
 Controlling : ability of management is determined
by power of information, which refers to fraction of
time within which managers receives and
communicates information to employees.

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 Sense of unity of purpose and commitment to a
single organizational goal can be developed only
through the inspiring and persuasive power of
communication.
 Training and development programmes can be
conducted through effective communication.
 In order to appraise employees, performance
standards must be properly and clearly
communicated.
 In order to increase employee’s job performance
and effectiveness by updating their knowledge.
 To promote employees sense of belonging and
commitment.

39

COMMUNICATION STRUCTURE
BOD

Managing
director
Senior management
Middle level management
Senior supervisors
First line supervisors

Employees/ shop floor employees


40

COMMUNICATION STRUCTURE IN ORGANIZATION
 Effectiveness of communication system depends
upon the extent to which necessary information
reaches concerned person at right time.
 Network of information supports overall
functioning of management by integrating and
coordinating the workforce for achieving
organizational objectives.
 Organization creates a network for information
to pass through different levels of authority and
functional heads in company.

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 Vertical communication : this is communication that flows in
upward and downward directions. It usually moves along the
formal reporting lines in the company.
a. Downward communication is process through which
information flows from top management to lower level
management in the company. Main purpose of this type of
communication is to instruct and guide employees in their job
performance. It is directive in nature and demand action by
superiors. Face to face conversation, use of public address
system, company news papers are channels of downward
communication. Lectures, conferences, instructions are E.g. of
downward communication.
b. Upward communication flows from subordinate to superior in
company. It reveals degree to which ideas passed downward
are accepted. This communication usually takes place to
communicate employees queries and employees performance
in company. Reports , ideas, suggestions are E.g. for upward
communication.

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 Lateral communication takes between people on the same
level of hierarchy. This channel promotes horizontal flow of
messages, enabling the departments to work with each other
without having rigid level for flow of messages. It promotes
coordination and team work at workplace. It helps in
understanding
and solving organizational problems at
broader perspective.
 Diagonal communication : takes place between people who
are neither of same department nor in the same level of
hierarchy. Diagonal communication facilitates speedy
transmission of messages, but cuts down across
organizational structure. This form of communication in
company is implemented following two rules : i ) obtain
permission from one direct supervisor before undertaking
communication ii ) inform the direct supervisor of any
significant results of cross communication.


43

 External communication : Communication
that takes place between a manager and
external groups such as - suppliers, vendors,
banks, financial institutes etc. For instance - To
raise capital the Managing director would
interact with the Bank Manager.


44

INFORMAL OR GRAPEVINE COMMUNICATION
 Informal communication is also known as grapevine
communication, it is not a planned or deliberately
created channel of communication. It is free from all
the formalities. Formal structure of organization is not
followed for transmission of message at work place.
FACTORS RESPONSIBLE FOR INFORMAL
COMMUNICATION
 Critical situation in organization such as strike or
lockout, which creates unstable atmosphere at
workplace leading to informal communication.
 When employees feel lack of security, they tend to opt
for informal channel of communication to attain
desired goals.

45

MERITS/ ADVANTAGES/ BENEFITS OF INFORMAL
COMMUNICATION
 Uniting force : grapevine communication develops
comfort level among employees as they do not interact
with each other as per company rules and regulations
which facilitates in bringing together workforce in
matters in terms of common interest.
 Speed : informal channels pass on the messages
speedily as they do not follow the confined hierarchy
of organization.
 Creation of idea : informal communication through
sharing of ideas and views or by spreading unofficial
grapevine generates ideas and expectations that prove
to be of value to organization.

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 Good personal relation : as informal communication
gives scope to employees to have interaction without
any boundaries, which helps in developing good
employee relation at workplace with least effort of
organization.
 Supplement to other channels : all the information
cannot be transmitted to employees through the
official channels. Some useful information which
cannot be conveyed through formal channel can be
communicated through informal channel of
communication.
 Feedback : employees in organization may hesitate to
express their problems to management, in such
situation informal channel of communication is proved
to be more effective.

47

DEMERITS/ DISADVANTAGES / OF INFORMAL
COMMUNICATION
 Rumours : negative information transmitted through
informal channel of communication can prove to be
provocative and disastrous for relationship between
employees and management in company.
 Inadequacy : informal communication can manage
only certain kind of organizational information, which
relates to non functional issues and matters.
 Changing interpretations : when information is
communicated through informal channel it may not be
generalized in nature, employees in organization may
perceive it according to their wish, positive or negative
in nature.

48

Incomplete
information
:
grapevine
information is usually incomplete. So there are
chances of messages being distorted in
company.
Lack of authenticity : informal communication
spreads by word of mouth. It may not be
supported by tangible facts.
Problem in fixing responsibility : origin of
information flow cannot be ascertained
through informal channel of communication.

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COMMUNICATION AND CONFLICT RESOLUTION
 Conflict may be understood as collision or
disagreement. The conflict may be within an
individual when there is incompatibility
between his or her own goals and events,
between two individuals when one person
disagree with others opinion.


50

LEVELS OF CONFLICT

Intra individual conflict
Inter individual conflict
Intra group conflict
Inter group conflict


51

LEVELS OF CONFLICT
 Intra individual conflict : refers to conflict
within an individual. Intra individual conflict
arises from frustration, numerous roles which
demand equal attention but the individual is
not able to accomplish effectively.
 Inter individual conflict : occurs between two
individuals in organization. It arises because of
difference in perception, personalities, value
systems, socio cultural factors etc.

52

 Intra group conflict : refers to disputes among
some or all group members, which affect the
group performance.
 Intergroup conflict : are also known as
organizational conflict, refers to conflict
between the groups, departments or sections in
an organization.


53

CONFLICT MANAGEMENT STYLES
Accommodation
c
o
o
p
e
r
a
t
i
v
e
n
e
s
s

Collaboration

Compromise

Competition

Avoidance

Assertiveness

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 Accommodation is a style where one party believes in
facilitating the benefit to other party during the process of
negotiation taking future benefit into consideration.
 Collaboration : is one form of win - win approach where
neither of the party tend to compromise and both of them
are satisfied by negotiation process.
 Compromise : in this process one party agrees to conditions
of other without taking ones benefit to consideration, this
situation arises when one party to negotiation is stronger
than other.
 Avoidance : in this situation when one party finds no
advantage in negotiating with the other one of the part tries
to avoid conversation process which is known as negotiation.
 Competition : in this situation both parties are stronger and
do not believe in compromising but focus on competing with
each other to win in persisting situation.


55

COMMUNICATION IN CONFLICT RESOLUTION


56

Eyes
Face

Communication
Words

( the way we interact with
fellow humans )

voice

body


57

COMMUNICATION INVOLVES
• 7% VERBAL – What you said
• 38% VOCAL – How you said it
• 55% VISUAL – Body language/non verbal


58

S

STOP

T

THINK

A

ANALYZE

R

RESPOND


59

1. Set the tone: After you decide that there is a conflict that must be
resolved, and you agree on a time and place to discuss the problem,
set the tone for the first meeting. This can be done by saying
something like:
"I want us to come to an agreement on this," or "I believe we can
work together to resolve this problem."
2. Define and discuss the problem: Identify the issue involved (the
surface issue as well as underlying issue). Get everyone to agree on
what the problem is.
“Can we agree to discuss the following issue…? OR “The problem we
need to work on is this:…. Does everyone agree?” Allow ample
time to discuss the problem. Take notes if necessary. Get a clear
idea.
3. what the problem is and how both parties view it :
“We have a problem getting this project started. If we don’t hurry up,
we’ll miss the deadline and nothing will get done. It’s very
frustrating.”


60

4. Summarize your progress Summarize the discussion and
the understanding of the problem. Be sure everyone
involved has heard and perceived the same information.
“Jane says that she is the only one interested in taking
responsibility for the fundraiser and she wants help.
Randy thinks that the fund-raiser is a bad idea.”

5. Explore alternative solutions These should be discussed
thoroughly to determine the advantages and
disadvantages of each and possible future consequences.
“Here are some options: We could move ahead with the
fund-raiser and assign duties to each person on the
committee. Or we could scrap the idea and plan for one
next year. Or we could get other people involved to help
us to make it a success.”

61

6.Agree on a solution Choose a solution that is
acceptable to both parties. It should be specific, stating
exactly what each person will do and how it will be
done. The agreement should be balanced so that each
person contributes something to the solution.
“Jane agrees to handle the advertising and collection of
money. Randy agrees to do the planning, assign
duties, and help with collecting.”
7. Schedule a follow-up meeting :The follow-up meeting
enables those involved to come back together and
review how the solution is or is not working and to
discuss any unexpected problems that may have
arisen. It helps to make both parties accountable for
what they agreed to do.

62

ADVANTAGES OF COMMUNICATION IN CONFLICT
RESOLUTION
 Stronger relationship : communication helps in creating
better understanding in minds of each other through timely
exchange of information to avoid misunderstandings.
 Problem solving : communication helps individuals to
come together , express their opinion which brings into
picture many alternatives thus helping in effective way to
solve the problem.
 Reduced tension : sharing of information helps in gathering
data required which increases level of comfort and ensures
effective solving of problem.
 Increased understanding : communication through transfer
of information by proper channel of communication helps
in reducing misunderstandings by presenting clear picture
of situation.

63

 Communication ensures effective utilization
of resources, as it provides clarity in terms of
roles and responsibility to be accomplished
which helps in reducing conflict among the
line and staff in company.
 Improves motivation and morale :
communication improves morale and
motivation by keeping people informed. Good
communication helps people to deliver good
performance at work place. Communication
brings about meeting minds in company.

64

Means of coordination : communication is
foundation of all group activity. Organization
operation are divided into different
department, units who have varied goals and
objective. Company’s objectives can be
achieved only when efforts of all department
are directed towards accomplishment of
single task. Communication helps various
departments to exchange information have
understanding about interrelatedness of
various task.

65

COMMUNICATION IN CRISIS
A crisis is any event that is, or expected to
lead to, an unstable and dangerous situation
affecting an individual, group, community or
whole society. Crises are deemed to be
negative changes in the security, economic,
political, societal or environmental affairs,
especially when they occur abruptly, with little
or no warning.


66

COMMON FEATURES OF A CRISIS
 The situation materialises unexpectedly
 Decisions are required urgently
 Time is short
 Specific threats are identified
 Urgent demands for information are received
 There is sense of loss of control
 Pressures build over time
 Routine business become increasingly difficult
 Demands are made to identify someone to blame
 Outsiders take an unaccustomed interest
 Reputation suffers
 Communications are increasingly difficult to manage

67

CRISIS MANAGEMENT PRACTICES THROUGH
COMMUNICATION
 Comprehensive Framework
 Risk assessment & priority model
 Crisis strategy and communication plan
 Response action plans
 Protocols – simple and actionable
 Relationships with internal and external
parties
 Training and awareness
 Practice

68

OBJECTIVES OF CRISIS MANAGEMENT
COMMUNICATION
 Maintain connectivity
 Be readily accessible to the news media
 Show empathy for the people involved
 Allow distributed access
 Streamline communication processes
 Maintain information security
 Ensure uninterrupted audit trails
 Deliver high volume communications
 Support multi-channel communications

69

RESPONDING TO CRISIS
 The special communication plan should be put to use
immediately at the onset of the crisis.
 The information process goes into operation –
informing employees, relevant authorities, concerned
public and obtaining help and assistance to fight the
crisis.
 Media action plan would be critical factor as the media
and the organization become interdependent during
and after crisis. It is dangerous and sometimes suicidal
to pull the wool over the eyes of media.
 Determine the steps to contain any rumours which
might gain momentum at the onset of the crisis.

70

COMMUNICATION IN CROSS CULTURAL SETTING
Culture provides patterns of acceptable behavior
& beliefs based on Nationality, Race, Religion,
Historical Roots.

Interaction, communication, and other process
which involve people or entities from two or
more different cultures.


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CULTURAL VALUES
Value

High

Low

Individualism : culture in which Canada
people see themselves first as Australia
individuals and believe their own Great Britain
interest take priority

Japan
Taiwan
Greece

Long term orientation cultures United states
that maintain a long term Canada
perspective

Pacific Rim countries

Time orientation culture that
perceive time as a scarce
resource and that tend to be
impatient.

Pacific Rim countries
Eastern countries

United states

Power distance cultures in which France
management decision are made Spain
by boss simply because he or she Japan
is the boss

United states
Israel
Germany
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Uncertainty avoidance :cultures in which Israel
people want predictable and certain Japan
futures
Italy
Argentina

Canada
Australia
Singapore

Formality :
culture
that attach Latin American
considerable importance to tradition, countries
ceremony, social rules etc.

United states
Canada

Materialism : culture that emphasize Japan
assertiveness and the acquisitions of Austria
money and material objects.
Italy

Scandinavian
countries

Context sensitivity : culture that Asian
emphasize the surrounding circumstances Hispanic
make extensive use of body language and African countries
take time to build relationship and
establish trust.

Northern European
countries


73

BARRIERS TO CROSS CULTURAL
COMMUNICATION
 Cultural barriers : is one of the major hurdle
in cross cultural communication, as words,
body gestures, vary from country to country
which may create problem of misperception in
company.
Socio psychological barriers : refers to
practices followed in society which differs in
various countries where in countries like US
and UK ladies are permitted to work in night
shifts.

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 Semantic errors : refers to difference between
what the sender intends to communicate and
actual transmitted message. It happens as
meaning of words vary according to language
used in various countries.
 Mistrust : misunderstanding may occur due to
negative perception about people of some
countries due to bad experience in past due to
which they may not rely on information provided
by people from specific countries.
 cultural changes leads to more scope for
choosing
inappropriate
channel
of
communication due to lack of understanding on
cultural practices followed by receiver of
message.

75

STRATEGIES FOR EFFECTIVE CROSS CULTURAL
COMMUNICATION
 Maintain formality : basically refers to using formal verbal
and body language during process of communication.
 Show respect : refers to having sense of empathy, being
patient listener, welcome individuals with friendly gesture.
 Communicate clearly : information should be
communicated to individual in specific and data should be
illustrated with examples.
 Value diversity : diversity should be view as asset in
organization which can bring a wide range of benefits to
organization in terms of expansion of business.
 Before communicating the information , it is important to
understand the expectation of receiver of message.


76

REFERENCE BOOKS
 M K Seghal and Vandana Khetatarpal (
Business communication )
 PD Chaturvedi and Mukesh Chaturvedi (
Business communication )
Lesikar and Flatley ( Basic Business
communication )


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