MINORE PROJECT ON CONTROLLING

Submitted in partial fulfillment of the requirement for the Award of the degree of

Bachelor of Business Administration(BBA)

TO Guru Gobind Singh Indraprastha University, Delhi

Submitted to: Ms Punitika Batra

Submitted by: Vishal Tyagi Enroll. No.:

BLS INSTITUTE OF TECHNOLOGY AND MANAGEMENT

DELHI-Rohatk Road , NH-10,Jakhoda,Bhadurgarh124507 Batch:(2012-2014)

BLS INSTITUTE OF TECHNOLOGYAND MANAGEMENT

Guru Gobind Singh Indraprastha University, Delhi

CERTIFICATE

This is to certify that the project CONTROLLING is a bonafide work of Urvashi, Roll No.:00320501711 who completed the project under my supervision as minor Project. She has done the project with diligence and sincerity and has put this projet.

Singnature of Student

Singnature of Guide.

ACKNOWLEDGEMENT

I would like to express my sinecer thanks and deep felt gratitude to my mentor Ms Punitika batra Whose help and support and encouragement has been instrumental for the completion of this project. I am also greatfull to my parents for their generous help and support in conducting the research.

LIST OF TABELS
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Name of Chapter Introduction to Challenges of communication. Objective and Scope.

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Teachers Sign

Theories of Challenges communication. Case study. Summary. Bibliography.

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INTRODUCTION
Among the many challenges facing health care in the United States today is the role of language and cultural barriers in health communication that affects health care access and quality. High levels of immigration over the last several decades have increased the foreignborn population to over 11% of the U.S. resident population, the highest level since 1930 (U.S. Census Bureau 2002: QT-P14). There are over 31 million foreign-born residents in the U.S., with the majority originating from Latin America (52%) or Asia (26%) (U.S. Census Bureau 2002: QT-P15). The large and rapidly growing foreign-born population has increased language and cultural diversity in the U.S. population. About 18% of the U.S. population aged 5 and older speak a language other than English at home (U.S. Census Bureau 2002: QT-P16). Spanish and Asian languages account for the majority of this population, with 11% speaking Spanish and 4% speaking an Asian language. Among those who speak Spanish at home, almost 30% report speaking no English or speaking English not well. The comparable figure for Asian language speakers is 23% (U.S. Census Bureau 2002: QT-P17). Lack of or limited English proficiency represent language barriers for immigrants in seeking health care from a mainly monolingual English-speaking health care system. Immigrants were socialized in cultures different from mainstream U.S. culture. Culture can be defined as an integrated pattern of human behavior including thought, communication, ways of interacting, roles and relationships, and expected behavior, beliefs, values, practices, and customs of a social group (Taylor 1997, cited in Denboba et al. 1998: S-47). There are many ways in which culture affects health and health care. Penn et al. (1995) list five health domains that are influenced by culture: Seeking Health Care: Cultural belief systems such as disease etiology and beliefs about major life events such as births and deaths influence decisions about seeking health care. Preferred Treatment: Cultural beliefs about health, illness, and treatment influence preferred treatment once symptoms of illness are recognized and acknowledged. Acceptability of Health Care: Cultural familiarity or knowledge of a health care system affects acceptability of health care. Health Behavior: Cultural preferences and values affect health behavior such as the use of preventive health care, health-related lifestyle, and sources of health-related knowledge. Interactions with Health Providers: Cultural social relations, processes, stereotypes, etc. affect interactions between individuals and inter-group relations. The challenge to health care posed by a growing patient population that is linguistically and culturally different from the majority U.S. population is complex and multi-faceted. However, communication barriers related to cultural and linguistic diversity are increasingly recognized as contributors to health disparities between patient groups (Brach and Fraser 2000; Collins et al. 2002; Denboba et al. 1998). This report is part of an effort to assess the impact of communication barriers between patient and physician on the quality and costs of health care (Department of Health and Human Services, Office of Minority Health 2003). Underlying this effort is the belief that understanding and being understood is a critical component in ensuring equal access to, and quality of, health care for all patients. Developing effective communication between physician and patient who speak different languages and who come from different cultural backgrounds is, therefore, an integral part of the effort to reduce or eliminate health disparities (National Center for Health Statistics, Healthy People 2000, 2010). This report reviews the literature on language and cultural barriers in health care. Specifically, its charge is to examine the impact of cultural and language barriers on verbal

communications during clinical encounters between physicians and patients who speak different languages. CULTURE, LANGUAGE, CULTURAL COMPETENCE, AND EFFECTIVE COMMUNICATION While language and communication systems are part of culture, and language has often been used as a proxy for culture, the overlap between language and culture is only partial. For example, Spanish speakers come from a variety of countries with distinct cultures (Del Pinal and Singer 1997). Indeed, the Spanish that is spoken varies by country of origin. The same applies to Asian immigrants who speak a variety of Asian languages, such as Chinese, Vietnamese, Korean, Tagalog , Hindi, etc., and who grew up in different cultures (Lee 1998). For example, Mandarin Chinese speakers from China are products of a Chinese culture and society that differ from Mandarin Chinese speakers from Singapore or Mandarin speakers from Taiwan. It is important, therefore, to recognize diversity within language groups and within broad statistical categories such as Asians or Hispanics when thinking about communication barriers between patients and doctors (Collins et al. 2002). The growth of the culturally and linguistically diverse population has led to many efforts to encourage or ensure that health care systems respond to the distinct needs of culturally and linguistically different patients by becoming culturally competent (Fortier et al . 1998; U.S. Department of Health and Human Services, Office for Civil Rights 2001; U.S. Department of Health and Human Services, Office of Minority Health, Closing the Gap 2001). Just as with the concept of culture, there are many definitions of cultural competency. However, most definitions are derived from one developed by mental health researchers who defined cultural competence as a set of congruent behaviors, attitudes, and policies that come together in a system, agency, or amongst professionals and enables that system, agency, or those professionals to work effectively in cross-cultural situations (Cross et al. 1989, cited in Brach and Fraser 2000: 182). Effective communication between patients and physicians who are culturally and linguistically different implies the employment of strategies to provide culturally competent health care, such as those described by Brach and Fraser (2000). The importance of effective communication in good patient care is indicated in the following quotes:

Without effective use of language, the physician-patient relationship is seriously impaired The clinician must communicate with the patient or a proxy (e.g., a family member) to learn about the patients problems, needs, and concerns and to convey information and offer recommendations about care Communication between physicians and patients is fundamental to medical care The conversation between physician and patient has long been recognized to be of diagnostic import and therapeutic benefit Effective communication between patient and doctor is critical to good medical outcomes At a minimum, effective communication means that all participants in the communication comprehend and understand the content of the communication. Beyond this minimum, effective communication implies subjective feelings such as trust, empathy, and mutual satisfaction with the communication. In the case of patient-physician verbal communication during a clinical encounter, which is the focus of this report, effective communication means that both physician and patient: Understand the content of each others spoken communication Feel that they are understood by the other Articulate all thoughts related to the encounter, leaving no questions and thoughts unexpressed Feel that sufficient time is available for speaking and listening Feel overall satisfaction with the communication.

Barriers to Communication
There are many potential barriers to communication that must be recognized by those involved especially those in supervisory positions. Possible Barriers: 1. Symbols or words that have different meanings. Some words mean different things to people depending on background or culture. A large amount of terminology is used in the hospital and misunderstanding is often the cause of problems. (Example: A young radiologic technologist is unaware that supine abdomen x-rays were once called flat plate of the abdomen.) 2. Different values within the group. Everyone has their own value system and many do not recognize the value of others. (Example: Supervisor may speak with staff about penalties for being late for work. Some students may not value the need to be on time, and may not actively listen to what the supervisor is talking about.) 3. Different perceptions of the problem. Problems exist in all groups, organizations, and businesses. Problems differ depending on the individuals perception of the problem. 4. Emphasis on status. If people in power or higher superiority in the organization consistently remind others of their station, communication will be stifled. Students may hesitate to tell you problems or concerns if you overemphasize your superiority and appear threatening. 5. Conflict of interest. People may be fearful of change or worried that the change will take away their advantage or invade their territory. This fear may cause people to block communication.

6. Lack of acceptance of differences in points of view, feelings, values, or purposes. Be aware that people have different opinions, feelings, and values. People must be allowed to express feelings and points of view. Accepting input from others promotes growth and cooperation. 7. Feelings of personal insecurity. Be aware that it is difficult for people to admit feelings of inadequacy. People will not offer information for fear that they may appear ignorant, or they may be defensive when criticized. This may cause difficulty when trying to work with these individuals.

Guidelines for Communicating with People with Disabilities

There are no strict rules or regulations regarding communicating with people who have disabilities. These guidelines are an attempt to help increase understanding and to clear up misconceptions. 1. Attitude Your attitude matters! One of the greatest barriers people with disabilities face is negative attitudes and perceptions of those with disabilities. Sometimes those attitudes are deep-rooted prejudices, based on ignorance and fear. Sometimes they are just unconscious misconceptions that result in impolite or thoughtless acts by otherwise well-meaning people. Negative attitudes form an obstacle to acceptance and full participation in society for people with disabilities. 2. Disability Most people think you are either disabled - or you're not. The truth is that disability is a continuum. At one end are perfect people, and there aren't many of those around. On the other end are people with severe impairments. Most of us fall somewhere in between, and all of us want to be treated with respect. 3. Assumptions Don't assume that a person with a disability needs your help. Ask before you try to help. Make eye contact and talk directly to the person in a normal speaking voice. Avoid talking through a disabled person's companion. Don't use words and actions that suggest the person should be treated differently. It's OK to ask a person in a wheelchair to go for a walk or to ask a blind person is they see what you mean. Treat people with disabilities with the same respect and consideration you should show all people. 4. Visual Impairment When communicating with someone who is blind or visually impaired, be descriptive.

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You may have to help orient people with visual impairments, and let them know what's coming up. If they are walking, tell them if they have to step up or step down, and let them know if the door is to their right or left, and warn them of possible hazards. You don't have to talk loudly to people with visual impairments. Most of them hear just fine. Offer to read written information for a person with a visual impairment when appropriate. If you are asked to guide a person who is visually impaired, offer them your arm instead of grabbing theirs. Speech Impairment Don't pretend you understand what a person with a speech disability says just to be polite. Listen patiently. Don't complete a person's sentence unless they look to you for help. Ask them to write a word if you're not sure of what they are saying. Hearing Impairment Face people with hearing impairments when you talk to them so that they can see your lips. Slow the rate at which you speak and increase the level of your voice when talking to someone who is hearing impaired. Communicate by writing if necessary. Mobility Impairment Sit or crouch down to the approximate height of a person in a wheelchair when you talk to them. Don't lean on someone's wheelchair unless you have their permission, and only give a push when asked or if you have been granted permission. Be aware of what is accessible and not-accessible to people in wheelchairs. Learning Disabilities Don't assume that you need to explain things to someone with a learning disability. They do not necessarily have a problem with general comprehension. Don't assume a person is not listening just because you get no verbal or visual feedback. Ask them if they understand or agree. Offer to read written material if necessary. Guide Dogs Many people with visual or mobility impairments and some deaf people use guide dogs to help them compensate for their disabilities. These dogs are workers and not pets, and they have jobs to do. Always ask permission before you interact with someone's dog. Do not pet the dog or divert it from its work.

Barriers to Communication
Communication barrier Anything that gets in the way of clear communication 3 common barriers: Physical disabilities Psychological attitudes and prejudice Cultural diversity

PHYSICAL DISABILITIES Deafness or hearing loss Blindness or impaired vision Aphasia or speech disabilities To improve communication with the hearing impaired: 1. Use body language such as gestures and signs. 2. Speak clearly in short sentences. 3. Face the individual to facilitate lip reading. 4. Write messages if necessary. 5. Make sure hearing aids are working properly. To improve communication with the visually impaired: 1. Use a soft tone of voice. 2. Describe events that are occurring. 3. Announce your presence as you enter a room. 4. Explain sounds or noises. 5. Use touch when appropriate. What about someone with aphasia or speech Impairments? They have difficulty remembering the correct words, may not be able to pronounce certain words, and may have slurred speech. The health care worker must be patient Allow them to try and speak Encourage them to take their time Repeat message to assure accuracy Encourage them to use gestures or point to object. Provide pen and paper if they can write Use pictures with key messages to communicate PSYCHOLOGICAL barriers are often caused by: 1. Prejudice 2. Attitudes 3. Personality Stereotypes such as dumb blonde or fat slob cause us to make snap judgements about others that affect the communication process. What other stereo types can affect communications? Health care workers must learn to put prejudice aside and show respect for all individuals. Is that possible? Do ALL patients have the right to quality health care? Health care workers should: Allow patients to express their fears or anger Encourage them to talk about their feelings Avoid arguing

Remain calm Talk in a non-threatening tone of voice Provide quality care

CULTURAL BARRIERS Each cultural group has beliefs and practices regarding health and illness. Some cultures believe the body needs balance if the body is cold, they eat hot foods. Some cultures believe illness is due to demons and evil spirits. Some cultures believe health is a reward from God, and illness is punishment from God Cultural beliefs must be respected. Patients may practice their cultural remedies in addition to modern healthcare techniques. Cultural diversity may interfere with communication in other ways: 1. Language differences people who dont speak English may have a difficult time communicating. You should: a) Speak slowly b) Use nonverbal communication (smile) c) Avoid tendency to speak louder d) Find an interpreter 2. Eye contact in some cultures, its not acceptable, and looking down is a sign of respect 3. Terminal illness in some cultures, the patient is NOT told his/her prognosis, and family members are responsible for making care decisions 4. Touch in some cultures, it is wrong to touch someone on the head 5. Personal care in some cultures, only family members provide personal care Respect and acceptance of cultural diversity is essential for any health care worker. Communication is a process beginning with a sender who encodes the message and passes it through some channel to the receiver who decodes the message. Communication is fruitful if and only if the messages sent by the sender is interpreted with same meaning by the receiver. If any kind of disturbance blocks any step of communication, the message will be destroyed. Due to such disturbances, managers in an organization face severe problems. Thus the managers must locate such barriers and take steps to get rid of them. There are several barriers that affects the flow of communication in an organization. These barriers interrupt the flow of communication from the sender to the reciever, thus making communication ineffective. It is essential for managers to overcome these barriers. The main barriers of communication are summarized below. Following are the main communication barriers: Perceptual and Language Differences: Perception is generally how each individual interprets the world around him. All generally want to receive messages which are significant to them. But any message which is against their values is not accepted. A same event may be taken differently by different individuals. For example : A person is on leave for a month due to personal reasons (family member being critical). The HR Manager might be in confusion

whether to retain that employee or not, the immediate manager might think of replacement because his teams productivity is being hampered, the family members might take him as an emotional support. The linguistic differences also lead to communication breakdown. Same word may mean different to different individuals. For example: consider a word value. What is the value of this Laptop? I value our relation? What is the value of learning technical skills? Value means different in different sentences. Communication breakdown occurs if there is wrong perception by the receiver. Information Overload: Managers are surrounded with a pool of information. It is essential to control this information flow else the information is likely to be misinterpreted or forgotten or overlooked. As a result communication is less effective. Inattention: At times we just not listen, but only hear. For example a traveler may pay attention to one NO PARKING sign, but if such sign is put all over the city, he no longer listens to it. Thus, repetitive messages should be ignored for effective communication. Similarly if a superior is engrossed in his paper work and his subordinate explains him his problem, the superior may not get what he is saying and it leads to disappointment of subordinate. Time Pressures: Often in organization the targets have to be achieved within a specified time period, the failure of which has adverse consequences. In a haste to meet deadlines, the formal channels of communication are shortened, or messages are partially given, i.e., not completely transferred. Thus sufficient time should be given for effective communication. Distraction/Noise: Communication is also affected a lot by noise to distractions. Physical distractions are also there such as, poor lightning, uncomfortable sitting, unhygienic room also affects communication in a meeting. Similarly use of loud speakers interferes with communication. Emotions: Emotional state at a particular point of time also affects communication. If the receiver feels that communicator is angry he interprets that the information being sent is very bad. While he takes it differently if the communicator is happy and jovial (in that case the message is interpreted to be good and interesting). Complexity in Organizational Structure: Greater the hierarchy in an organization (i.e. more the number of managerial levels), more is the chances of communication getting destroyed. Only the people at the top level can see the overall picture while the people at low level just have knowledge about their own area and a little knowledge about other areas. Poor retention: Human memory cannot function beyond a limit. One cant always retain what is being told specially if he is not interested or not attentive. This leads to communication breakdown.

Communication Barriers and How You Can Avoid them?

As I watched the video contained in this article, 7-year-old girl peered over his dad shoulder and proclaimed Dad, shes doing bad stuff. True, but sad, since so many speakers perpetuate these communication barrier habits. I invited the videos creator Stacey Hanke to share it with Six Minutes readers, and here is her article for you. Most individuals are unaware of the static they create when they communicate. What do I mean by static? Static is created when what you say is inconsistent with how you say it. For example, suppose youre having a conversation and the other person says, in a boring, monotone voice, Im so excited to have this opportunity to work with you. Their facial expressions are lifeless. They never look you in the eye while theyre fidgeting with a pen. Most likely youd question their credibility and knowledge, and not take action on what they have to say. This article will increase your awareness of the static you are creating for your listeners, and give you practical, immediate tips to have more impact and influencing.

Communication Barrier #1 Lack of Enthusiasm Do you really believe your product is better than the competitions? Do you look as confident as you say you are? The benefits of your product will not be believable if you dont communicate your passion, enthusiasm, and commitment through your facial expressions.

How to Avoid This Barrier: Show Some Enthusiasm Begin paying attention to the type of facial expressions you use and when you use them. You may not be aware of when you frown, roll your eyes, or scowl. Make sure your facial expressions are appropriate based on your topic, listeners and objective. When youre smiling while communicating a serious or negative message, you create a discrepancy between your facial expression and your message. The same discrepancy applies when youre communicating a positive message without facial expressions. Once you have increased your awareness of facial expressions, practice the skill of incorporating them into your message, matching the appropriate expression to each situation. You wouldnt want to have a stone-cold look on your face when you are expressing your passion for your companys products.

Communication Barrier #2 Distracting Gestures The majority of individuals I work with fidget with their fingers, rings, pen the list goes on. If they dont fidget, then they unconsciously talk with their hands. Their elbows get locked at their sides and every gesture looks the same. Or theyve been told they talk with their hands so they hold their hands and do nothing.

Throughout the day, notice how you and others use gestures. Do you talk with your hands or gesture too often? If youre constantly using gestures, youre not able to think on your feet and youre creating static. Do your gestures have purpose? Ask for constructive feedback from friends, family and co-workers: When I gesture do I look like Im talking with my hands? Do I use gestures too often or not enough? How to Avoid This Barrier: Use Gestures for Emphasis Confident speakers use gestures to add emphasis to their words. To gesture with purpose, avoid locking your elbows at your sides or creating the same repetitious gestures. Instead, expand your gestures from your sides and let your hands emphasize and describe your message. Add variety to your gestures by relaxing your arms back to your sides after you complete a gesture. Static is created when what you say is inconsistent with how you say it.

Benefits include: When your gestures create a visual for your listeners, theyll remember more information and will remember your message longer. Gestures will grab your listeners attention. Gestures add energy and inflection to your voice and channel your adrenaline and nervous energy.

Communication Barrier #3 Lack of Focus The more you add information that isnt necessary, the greater the risk your listeners will misinterpret your point. How to Avoid This Barrier: Stay Focused When you begin to say too much and feel like a train about to derail, put the brakes on and get yourself back on track PAUSE! Keep your objective in mind. Think in terms of what your listener needs to know about what you want them to do, not what you want to tell them. Put thought into your words. Focus your message on three significant points. Pay attention to your listener. Are they hanging on your every word or are they dazed? Are they attentive or fidgeting?

Communication Barrier #4 Using PowerPoint as a Crutch The more you add information that isnt necessary, the greater the risk your listeners will misinterpret your point.

PowerPoint isnt designed to serve as your notes. The purpose of visual aids is to enhance and support your message through pictures and illustrations. How to Avoid This Barrier: Design Visual Aids, not Wordy Slides How you design your visual aids will determine your ability to stay connected with your listener. Create PowerPoint slides with more pictures and fewer words. Ask yourself, Why am I using this PowerPoint slide? Identify how your PowerPoint slide best supports your message based on the following criteria: Listener expectations and needs. Listener experience and knowledge level. Objectives. Time frame. Number of participants. Save details for handouts. Your listeners will appreciate a conversational approach with interaction accompanied by take-aways they may use as a resource. Stay away from software overkill. If youre clicking the mouse every few seconds, your visual aids are the message and you are the backup. If youve been using the same PowerPoint design for more than six months, its time to make a change! Stop disconnecting with your listener by talking to your visual aids. Only speak when you see eyes! Pause when you refer to your visual aids and stay connected with your listener.

Communication Barrier #5 Verbal Static Um what perception like do you create you know when you hear um a speaker using uh words that clutter you know their language? Knowledgeable, credible and confident are labels which probably dont come to mind. As I travel the country, the number one challenge individuals need to overcome to increase their influence is the ability to replace non-words with a pause. We use non-words to buy ourselves time to think about what we want to say. These words are distracting and your listener misses your message. How to Avoid This Barrier: Eliminate Filler Words PowerPoint isnt designed to serve as your notes. The purpose of visual aids is to enhance and support your message through pictures and illustrations. Benefits for you: Think on your feet. Get to the point and avoid rambling. Take a relaxing breath. Hold your listeners attention. Gain control over your message.

Benefits for listener: Hear, understand and respond. Act on what you say.

Communication Barrier #6 Lack of Eye Connection The only way to build a relationship is through trust. When you forget what to say, you will look at the ceiling, floor, PowerPoint slides or anywhere away from your listener. When you disconnect youll say: uh um so and, etc. How to Avoid This Barrier: Keep Your Eyes On Your Audience When speaking to more than two individuals, connect with one individual for a complete sentence or thought. Take a moment to pause as you transition your eyes from one individual to another. When rehearsing, ask your listener to immediately give you feedback when you look away from them while youre speaking.

An organization is an individuals first home as one spends the maximum time here only. No organization runs for charity, it is really important that the organization achieve its goals. How does an organization become successful ? How will an organization achieve its goals ?. The employees are the assets for any organization and the profitability of any organization is directly proportional to the labour put by its employees. Putting labour does not mean getting involved in hard physical work or digging the gold mines, it actually refers to the smart work done by employees, transparency between the team members, free flow of information from the superior to the subordinates. How does free flow of information happen? How is the transparency between the team members achieved ? - Through Communication and not only through communication but effective communication. In organizations the barriers in communication go a long way in distortion of the message and the information does not reach in its desired form. Imagine a situation where you want some report from your team members which needs to be forwarded to the managing director of the organization. What if your team misinterprets your information, screws up the project and fails to submit it within the deadline. The managing director will literally sit on your head and make your life miserable. The poor communication can actually cost you your job. Let us now understand how barriers in communication effect business communication. Noise acts as a devil in business communication. Any information downloaded at a noisy place is bound to get distorted and result in a complete mess. Petty wanted to go through the complete budget of the sales, marketing and the operations team. She passed on this information to Joe at his workstation around which lots of other employees were shouting, the base phone was constantly ringing and the photocopier machine was making a terrible noise. At the end of the day, Joe submitted the report but the budget for the operations team was missing in the report. Joe actually had heard only about

sales and marketing department and thus skipped the report of the operations team. Petty fired Joe and even stopped his appraisal. Unwanted distractions, noise, chit chats of the other employees etc played the culprit and poor Joe missed out on his promotion. Noise reduces the chances of the correct flow of information from the sender to the receiver. If the office is noisy, errors are bound to happen and thus increasing conflicts among the team members and decreasing the efficiency of the employees. Unorganized and Haphazard thoughts also lead to ineffective communication in organizations. Business communications are bound to suffer due to ineffective communication. If any individual wants something from his team members, he first must be himself very clear what actually he expects from his team. The boss must clearly mention his team members key responsibility areas in clear words to avoid wastage of manpower, duplicacy of work, effective time management and more output from them. Not cross checking among themselves or with the superiors also spoils the business communication to a large extent. Misha was sharing her phone number with her client and she never bothered to verify with her client whether he has noted the correct number or not. One day, the client had a major query and he had to discuss with Misha on an urgent basis. He kept on trying the same number which Misha gave but someone else was responding. He then had to call the front desk lady to get connected with Misha and obviously he was furious. The client had wrongly noted Mishas number and thus wasted his precious time and lost his temper. While sharing any important contact number it is the responsibility of the speaker to cross check with the listener. Email ids must be spelled out properly to avoid wrong spellings and unnecessary wastage of time. During any business meeting, presentation or seminar, the speaker has to be very careful about his pitch and tone. It has been observed that during seminars or presentations only the front benchers are attentive, the last benchers are almost lost in their own sweet world. The person who chairs the meeting has to speak very clearly, has to be very confident and must maintain a tone audible to everyone, even to the individuals sitting on the last row. Information must pass to them also to expect the best out of them and increase their efficiency. Try to make the seminar or the meeting interactive. Dont just speak, also invite questions from the team. After any seminar or meeting, the superior or the incharge must send the minutes of the meeting through e mail to all the required recipients to avoid last minute confusions and discrepancies. The speaker must ensure whether everyone is clear or not ? In any organization, it is mandatory to understand which employee can do a particular assignment, and which employee is not fit for a particular role. Chelsea was not keen for a branding profile but his boss could never understand her interest and always wondered why Chelsea was not effectively performing ? In any organization, before assigning responsibilities to the employees, it is a must to understand the employee and his area of specialization and interest. Communication will be for sure ineffective if a person from an accounting background is asked to deliver a presentation on sales techniques. He is bound to get nervous and the message will fail in creating the required impact. Dont just impose work on any employee, give him the work he enjoys doing the most. Difference in thought process also results in a poor communication in business areas. A boss

and the employee can never think on the same level. Let us try to understand the situation with the help of an example. Jude to Harry - Harry, I need the complete financial report by end of the day By financial report, Jude actually meant the complete financial analysis, which would include the complete details of how much the company spends in advertising, promotional activities, and other marketing activities. , analyse the inflow and outflow of expenditure patterns and so on. Harry could never understand Judes thought process. He simply compiled the expenditure details and handed over to Jude. Jude was obviously not happy. He was expecting much more from Harry. Harry had to resubmit the project resulting in duplicacy of effort and wastage of time. Jude should have made it very clear from the very beginning what all he was expecting from Harry. He kept half of his things within himself and did not share with Harry. Poor Harry had to redo his work. Every individual has a different mindset, different level of understanding and thus it is important to share each and every detail with others and clarify the things from the very beginning. One should remember that the listeners are also a part of the conversation. The listeners must give their feedback at the end of the conversation. If you are not clear what your boss is expecting out of you, or what you are actually supposed to do, please ASK. Dont hesitate, ask questions. Dont hide your queries, ask and clear your doubts then and there only. Your boss will only feel happy if you share your queries with him. For the successful running of an organization, it is important that transparency is maintained among the employees at all levels. Communication barriers must be overcome in organizations to ensure the free flow of information between the sender and the recipient and for an effective communication among the employees. Effective communication reduces the error rate, reduces conflicts and misunderstandings and in turn increases the profitability of the organization. Every employee must try their level best to avoid the communication barriers in organizations for an effective business communication. There are a lot of communication barriers faced these days by all. The message intended by the sender is not understood by the receiver in the same terms and sense and thus communication breakdown occurs. It is essential to deal and cope up with these communication barriers so as to ensure smooth and effective communication. As, in the previous section we have discussed the major barriers of communication. Lets talk about how to overcome these barriers of communication. Eliminating differences in perception: The organization should ensure that it is recruiting right individuals on the job. Its the responsibility of the interviewer to ensure that the interviewee has command over the written and spoken language. There should be proper Induction program so that the policies of the company are clear to all the employees. There should be proper trainings conducted for required employees (for eg: Voice and Accent training). Use of Simple Language: Use of simple and clear words should be emphasized. Use of ambiguous words and jargons should be avoided.

Reduction and elimination of noise levels: Noise is the main communication barrier which must be overcome on priority basis. It is essential to identify the source of noise and then eliminate that source. Active Listening: Listen attentively and carefully. There is a difference between listening and hearing. Active listening means hearing with proper understanding of the message that is heard. By asking questions the speaker can ensure whether his/her message is understood or not by the receiver in the same terms as intended by the speaker. Emotional State: During communication one should make effective use of body language. He/she should not show their emotions while communication as the receiver might misinterpret the message being delivered. For example, if the conveyer of the message is in a bad mood then the receiver might think that the information being delivered is not good. Simple Organizational Structure: The organizational structure should not be complex. The number of hierarchical levels should be optimum. There should be a ideal span of control within the organization. Simpler the organizational structure, more effective will be the communication. Avoid Information Overload: The managers should know how to prioritize their work. They should not overload themselves with the work. They should spend quality time with their subordinates and should listen to their problems and feedbacks actively. Give Constructive Feedback: Avoid giving negative feedback. The contents of the feedback might be negative, but it should be delivered constructively. Constructive feedback will lead to effective communication between the superior and subordinate. Proper Media Selection: The managers should properly select the medium of communication. Simple messages should be conveyed orally, like: face to face interaction or meetings. Use of written means of communication should be encouraged for delivering complex messages. For significant messages reminders can be given by using written means of communication such as : Memos, Notices etc. Flexibility in meeting the targets: For effective communication in an organization the managers should ensure that the individuals are meeting their targets timely without skipping the formal channels of communication. There should not be much pressure on employees to meet their targets.