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Business Communication

MMS- Ist Sem

Session 06: Goals


Barriers to Communication
Cross Cultural Dimensions of Business
Communication

What are Barriers to


Communication?

The Barriers

Means- hindrance or obstruction

The factors that hinder the effectiveness of


the communication process.

Gives rise to communication breakdown.

Miscommunication

Can occur at 3 levels of transmission-

1. The Sender
2. The Media
3. The Receiver

Importance of audience
1. Internal
2. External

Types of Communication
Barriers
Physical
Barriers
Personal
Barriers

Semantic
Barriers
Communication
Barriers

Organisationa
l Barriers

Socio
Psychologica
l Barriers

Physical Barriers

Easy to spot
Noise
Time
Distance

Semantic / Language
Barriers

Include

Errors in language
Sentence Structure
Lack of coherence
Inadequate vocabulary
Use of jargons

Sentence Structure

Economizing Words
Cluttering Phrase Shorter Substitution
Along the lines of Like
At the present time Now
For the purpose For
For the reason that Because, Since
In accordance with By
In the meantime Meanwhile
In the near future Soon
On the basis of By

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Avoid Roundabout
Sentences
RoundaboutDirect
The President is of
the opinion that the
tax was paid.

The President believes


the tax was paid.

During the time she While employed by this


was employed by this company, Ms. Gupta was
Company, Ms. Gupta
absent once.
was absent once.
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Avoid Repetition
Please endorse your name on the back of this check.
Please endorse this check.

1.

2. We must assemble together at 10:30 am in the morning.


We must assemble at 10:30 am.
3. If you are not satisfied, return it back to us.
If you are not satisfied, return it to us.
4. The consensus of opinion is that the tax is unfair.
The consensus is that the tax is unfair.
5. We should plan in advance for the future.
We should plan.
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Misused Words
Dont Use
Use
And etc.
Etc.
Continue on
continue
Different than
different from
In regards to
in regard to
Kind of satisfied
somewhat satisfied
Try and come
try to come

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Socio-Psychological
Barriers

Include

Psychological needs
Feelings of a person
Place in society
Differences in attitudes
Family background
Cultural differences

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Wrong word
Affect- effect
Among-between
Cite- site/sight
Collision- collusion
Complement- compliment
Cooperation- corporation
Desert- dessert
Except- accept
Implicit- explicit
Principal- principle
Stationary- stationery
Imply- infer

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Attitude and Opinions


Role of perception
Managing Whats in it for me
Emphasis on Facts to opinions
Past experiences
May be formed from non verbal / informal
oral communication.

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Emotion

Strong negative emotions can hinder effective


communication.

Anger hinders communication


Limits ability to accept explanations and solutions

Pride interferes with listening


What is Pride?

Anxiousness distracts
Reduces ability to concentrate on important information

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Role Playing Exercise

(Video)

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Other Socio-Psychological
Barriers

Status

Cultural Diversity

Family Background

Lack of attention

Resistance to change

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Listening as a Barrier
(Exercise)

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Organisational Barriers

Hierarchical status

Rules and regulations

Filtering of information

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Personal Barriers

Attitude
Lack of confidence in subordinates
Prejudice
Lack of motivation
Lack of incentives

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Overcoming the Barriers


Choose the right medium and right time for the
information to be sent.
Right language or words
Understand cultural barriers well
Better listening
Practice empathy
Speak to others as you want others to speak to
you.
Create synergies
Ensure a two way communication
Be open to feedback

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Cross Cultural Dimensions of


Business Communication

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Introduction Case Study

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Where are the differences?


Language
Values
Gestures
Emotional expression
Norms
Rituals
Rules
Expectations
Family background
Life experiences

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What are the Key


Questions?
Do they hear and understand what we are trying
to say?
Why is it that we are misunderstood when we said
exactly what was required or correct?
Are they listening well?
Are we listening well in response?
Do their responses show that they understand the
words and the meaning behind them?
Is the mood positive and receptive?
Are we moving ahead in our business relationship?
Is there trust between them and us?

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Cross Cultural Barriers

1. Cultural Differences

2. Language Problem
(video)

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Types of Cultural
Differences

Differences in body positions and


movements

Differences in views and practices


concerning various factors of human
relationships (time, space etc.)

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Body Positions and


Movements

Eg 1: In US people sit while in Asia they


squat.

Eg 2: Asians take short quick steps while


Americans take long easy steps

Eg 3: Head movement for yes and no

Eg 4:

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Cont

Eg 5: In US maintaining eye contact is giving


attention while in Indonesia looking directly at
people, especially seniors is impolite.

Eg 6: Chinese do not like touching, while most


of western countries have a more open culture.

Eg 7: Smile is a sign of weakness in Africa (in


negotiation). In Muslim countries receiving gift
or touching with left hand is a taboo.

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More Differences

Time: US- monochronic; Asia/Middle EastPolychronic

Space: North Americans- prefer 2 ft distance


(line); Arabian/South Americans- closer, impolite.

Frankness:

North Americans- blunt, frank, explicit


Germans/Israelis- more frank
Asians- implicit, non-confrontational, indecisive
Chinese- end telephone talk abruptly

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Good Practice in Cross Cultural


Communication
Use simple basic English
Use open ended, non negative questions
Continually check the accuracy of
communication

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Case Study (Video)

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