UNITED INSTITUTE OF TECHNOLOGY

TECHNICAL COMMUNICATION
(KAS-401)

UNIT – 1

UNITED INSTITUTE OF TECHNOLOGY, NAINI, ALLAHABAD (DR. A.P.J ABDUL KALAM

TECHNICAL UNIVERSITY, LUCKNOW)

(Formally Uttar Pradesh Technical University)

BY-

Ms Shruti Sharma
Unit 1 : Fundamentals of Communication and Voice
Dynamics:
 Role and Purpose of Communication,
 Types & Flow of Communication,
 Barriers to Effective Communication,
 7 C’s of Communication,
 Code and Content; Stimulus & Response,
 Vowel Sounds,
 Consonant Sounds,
 Tone: Rising and Falling Tone
Meaning of Communication
Definition of Communication: It is a two way exchange of information.

The word ―communication‖ has been derived from the Latin word ‗communicare‘ which
indicates ‗sharing‘. So communication means sharing of ideas, thoughts and feelings between two
or more than two persons. In short we can say that communication is the act of transferring an idea
or some information from one person to another. It involves a systematic and continuous process of
telling, listening and understanding.

According to Brown, “Communication is the process of transmitting ideas or thoughts from one
person to another for the purpose of creating understanding in the thinking of the person receiving
the communication”.

The Oxford Advanced Learners’ Dictionary defines communication as: “the activity or process of
expressing ideas

and feelings or of giving people information”.

Communication is very essential at all levels in human life without which one can‘t survive in this social
environment encompassing personal as well as professional.

The main purpose of communication is to correctly pass the information to the receiver, thus creating
clarity of thoughts and removing misunderstanding, else the whole idea of the communication could
be defeated.

Meaning of Technical communication

Technical communication is a field that includes any following form of communication that
can help users to accomplish a defined goal or task. Technical communication is a means to
convey scientific, engineering, or other technical information.
The main purpose of technical communication is to assist users who need specific information
on completing tasks, using products, operating equipment, and so on. Individuals in a variety
of contexts and with varied professional credentials engage in technical communication.
Technical communication is the transmission of scientific and technical information from one
individual to another, or from one organization to another. It includes all the methods, means,
media, channels, networks and systems of communication used for the exchange of
information.
Technical communication is a multi-dimensional, dynamic and interactive process that
involves the effective transmission of facts, ideas, thoughts and systematic understanding of
scientific and technical subjects.
FEATURES OF TECHNICAL COMMUNICATION
Some distinctive features of technical communication are as follows:-
1) Precision: Precision means accuracy. In technical communication, we should avoid
the use of indefinite or approximate terms. But we should try to be more definite and
precise.
2) Clarity: A great deal of clarity is needed in technical communication. The
communicator must be clear about three points:
What is the objective
of communication?
What is to be
communicated?
Which medium will be suitable for this purpose?
3) Use of simple words: In technical communication, simple and short words are
more effective than pompous and heavy words.
4) Use of active voice: Prefer active voice because it is easier to understand. Active
voice helps the reader to comprehend ideas more easily.
5) Avoid ambiguity and jargon: If your message means more than one thing, it is
ambiguous. Ambiguity is very often caused by a careless use of personal pronouns.
In technical communication do not use too much jargon. Jargon refers to the special
language of a particular trade, profession or field of study. Jargon creates difficulties of
understanding and it makes the style formal and stiff, so better avoid jargon.
6) Use of short sentences: Whether your communication is oral or written, try to use
very short sentences. Long sentences tend to be very complex and demand greater
concentration. If a sentence runs beyond thirty words, it is better to break it up into
two sentences.
7) Use direct and plain sentences: Directness is another distinguishing feature of
technical communication. Directness means to come to the point at once, and be
factual and straight. Technical communication has no patience for beating about the
bush.

Difference between technical

communication and general
communication:
S.No Technical communication General communication
1. It informs and educates. It may merely delight and move.
2. It involves intellect. It can be an affair of the heart.
 3. It deals with facts. It can use emotion and fantasy.
4. It must choose the commonest and It can be vague, suggestive, very plain or
most very
accurate words. elite, in diction.
5. It must be precise and direct. It can be expansive, inflated and
roundabout.
6. It is always impersonal; even if it It can be so personal that the expression of
expresses an individual‘s opinion on the personality of the author makes
a subject. everything else
irrelevant.

The word "communication" is derived from the Latin word "communicare," which
means "to share," "to impart," or "to make common." Communication is the noun form
of "communicate," representing the act or process of sharing or conveying information
and ideas among people or entities.
Meaning: To convey, share, or exchange information, thoughts, feelings, or messages
between individuals or groups. It involves the process of transmitting or receiving
messages through various means, such as spoken or written language, gestures, or
technology.
Role of Communication:
Communication plays a fundamental role in various aspects of human interaction,
whether in personal or professional contexts. Its primary roles are as follows:
1. Information Exchange: Communication serves as the primary means to
transfer information, data, knowledge, and insights among individuals, groups,
or organizations. It facilitates the accurate and clear sharing of ideas, concepts,
and important details.
2. Collaboration: Effective communication is crucial for collaboration and
teamwork. It ensures that individuals within a group or team understand each
other, coordinate efforts, and work cohesively toward common goals.
3. Problem Solving: Communication plays a pivotal role in problem-solving by
enabling individuals to describe, discuss, and analyze problems. Clear
communication aids in identifying root causes and devising effective solutions.
4. Decision-Making: Communication supports decision-making processes by
allowing individuals to present options, justify choices, and make
recommendations to stakeholders. Clear and persuasive communication can
influence decisions that impact outcomes.
 5. Documentation: Communication involves the documentation of work, such as
reports, proposals, specifications, and manuals. Proper documentation ensures
that knowledge and insights generated during projects are preserved and can be
shared with others.
6. Innovation and Creativity: Effective communication fosters the exchange of
creative ideas and concepts. It plays a crucial role in brainstorming sessions,
design reviews, and technical discussions, encouraging innovation and problem-
solving.
7. Safety: Safety is a critical concern in many fields. Communication is essential
for conveying safety protocols, risks, and procedures to ensure the well-being of
individuals and the public.
8. Customer and Stakeholder Relations: Building and maintaining positive
relations with customers, stakeholders, and the public rely heavily on effective
communication. It conveys progress, addresses concerns, and manages
expectations.
9. Ethics and Conduct: Communication plays a role in conveying ethical
considerations, ensuring transparency, and maintaining high standards of
conduct in various professional settings.
In summary, communication plays a central role in facilitating information exchange,
collaboration, problem-solving, decision-making, documentation, innovation, safety,
stakeholder relations, and ethical conduct in diverse personal and professional
contexts. It is a crucial element that contributes to the success and effectiveness of
individuals and organizations.
Purpose of Communication:
The purpose of communication is multifaceted and essential in all aspects of human
interaction. It encompasses various objectives, including:
1. Information Sharing: The primary purpose of communication is to convey
information, facts, data, and knowledge among individuals, groups, or
organizations. It ensures that important details are accurately and clearly
communicated.
2. Expressing Thoughts and Emotions: Communication provides a means for
individuals to express their thoughts, feelings, opinions, and emotions
effectively. It allows people to share their experiences, perspectives, and
reactions.
3. Building Relationships: Communication is instrumental in building and
maintaining relationships by establishing trust, mutual understanding, and bonds
 between individuals. It nurtures connections and fosters a sense of connection
and community.
4. Facilitating Understanding: Effective communication aims to foster
understanding among individuals or groups. It clarifies concepts, reduces
misunderstandings, and ensures that messages are received as intended.
5. Decision-Making: Communication supports decision-making processes by
facilitating discussions, sharing insights, and reaching consensus on choices. It
plays a crucial role in the exchange of information needed for informed
decisions.
6. Problem-Solving: Communication is vital for identifying, discussing, and
solving problems. It enables individuals or teams to articulate issues, explore
solutions, and work collaboratively to address challenges.
7. Innovation and Creativity: Communication fosters the exchange of creative
ideas and concepts. It encourages brainstorming sessions, design reviews, and
technical discussions, which drive innovation and problem-solving.
8. Entertainment and Enjoyment: Communication serves as a means of
entertainment and enjoyment. It includes various forms of expression, such as
art, music, literature, theater, and storytelling, that enrich and entertain lives.
9. Education and Learning: In educational settings, communication is essential
for imparting knowledge, facilitating learning, and promoting academic growth.
It involves instructing, explaining, and engaging with learners.
10.Inspiration and Motivation: Communication can inspire and motivate
individuals or groups. It encourages people to take action, pursue goals, and
aspire to greater achievements.
11.Social Connection: Communication is crucial for socializing, making friends,
sharing experiences, and participating in social activities that enhance the
quality of life. It nurtures a sense of belonging and community.
12.Cultural Exchange: Communication facilitates cultural exchange by allowing
individuals from diverse backgrounds to share their customs, traditions, and
experiences. It promotes understanding and appreciation of different cultures.
13.Conflict Resolution: Communication techniques such as negotiation,
mediation, and diplomacy play a role in resolving conflicts and disagreements
among individuals or groups.
In summary, the purpose of communication is diverse and adaptable to various
contexts and objectives. It serves as a fundamental tool for sharing information,
expressing thoughts and emotions, building relationships, facilitating understanding,
supporting decision-making and problem-solving, fostering creativity and innovation,
and enriching personal and social experiences.

Types of Communication:
Communication takes various forms and occurs through different channels and
methods. These types of communication can be categorized based on various factors,
including the medium used, the context, and the participants. Here are some common
types of communication:
1. Verbal Communication:
 Face-to-Face: This is direct communication that occurs in person, where
individuals engage in spoken conversation, observe body language, and
exchange verbal cues.
 Phone Calls: Verbal communication can also happen through telephone
conversations, allowing people to communicate in real-time over long
distances.
 Meetings and Presentations: Business meetings, lectures, and
presentations often involve verbal communication to convey information,
ideas, and instructions.
2. Written Communication:
 Email: Email is a common form of written communication used for
professional and personal correspondence, including sending messages,
documents, and reports.
 Letters and Memos: Traditional letters and memos are written documents
used in formal communication, especially in business and official
contexts.
 Reports and Documentation: Written communication is crucial for
creating reports, manuals, technical documentation, and academic papers.
 Text Messages: SMS and instant messaging apps facilitate written
communication on mobile devices.
3. Non-Verbal Communication:
 Body Language: Non-verbal communication includes gestures, facial
expressions, posture, and eye contact, which convey emotions and
intentions.
  Paralanguage: This refers to non-verbal vocal elements such as tone,
pitch, volume, and speed of speech, which can influence the message's
meaning.
 Visual Communication: Graphics, symbols, charts, and images can
convey information and ideas without the use of words.
4. Visual Communication:
 Graphics and Infographics: Visual elements like charts, graphs, and
infographics are used to represent data and complex information visually.
 Videos and Animation: Video content and animation convey messages
through moving images, sound, and text.
 Presentations: Visual aids, such as slides in a presentation, assist speakers
in delivering information effectively.
5. Digital Communication:
 Social Media: Social networking platforms, such as Facebook, Twitter,
and LinkedIn, enable users to share messages, photos, videos, and
updates.
 Online Chat: Real-time text-based chats, through platforms like
WhatsApp or Slack, facilitate instant communication among individuals
and groups.
 Video Conferencing: Tools like Zoom and Microsoft Teams allow for
virtual face-to-face communication and collaboration.
 Blogs and Forums: Online writing platforms and discussion forums
facilitate communication and information sharing within specific interest
communities.
6. Interpersonal Communication:
 One-on-One: Interpersonal communication occurs between two people,
often in private settings, enabling personal and confidential
conversations.
 Small Group: Interpersonal communication can extend to small groups,
where multiple individuals engage in discussion and decision-making.
7. Mass Communication:
 Broadcast Media: Television, radio, and podcasts reach large audiences
with news, entertainment, and information.
  Print Media: Newspapers, magazines, and journals provide written
information to a broad readership.
 Internet News and Media: Online news websites and digital publications
offer real-time information and multimedia content to a global audience.
8. Formal Communication:
 Official Documents: Formal communication includes written documents
like contracts, agreements, policies, and legal notices.
 Corporate Communication: In business settings, formal communication
encompasses reports, official letters, and announcements.
9. Informal Communication:
 Casual Conversation: Informal communication includes everyday
conversations among friends, family members, and colleagues.
 Gossip and Rumors: Informal channels may also carry unofficial
information, gossip, and rumors within social circles.
10.Intrapersonal Communication:
 Self-Talk: This type of communication occurs within an individual's
mind, involving inner thoughts, reflections, and decision-making
processes.
These various types of communication serve different purposes and are essential in
personal, professional, and societal contexts. Effective communication often involves
selecting the appropriate type and medium based on the situation and audience to
convey messages clearly and successfully.

THE FLOW OF COMMUNICATION

Each business house concerns with two types of communication-external and internal.
External communication has to communicate with other business houses, banks,
government offices, the press, customers and general public. Internal communication
consists in transmitting information within the organization.
In each and every organization, the information flows in both form; i.e. formally and
informally. Formal communication flows along prescribed channels which all
members desirous of communicating with one another are obliged to follow.
Information of various kinds flowing through normal channels, such as policy or
procedural changes, orders, instructions, confidential reports etc. is classified as formal
communication. This type of communication can flow in various directions-upward,
downward, lateral or horizontal.
1) Upward flow of communication:
The managers have to transmit information down the line of authority. They have also
to receive information continuously. Upward communication moves from the
subordinate staff to the superiors.
Its importance:
 Provides feedback to the superiors.
 Releases the pent-up emotions of the subordinate staff.
 Provides the superiors with useful suggestions.
 Makes the introduction of new schemes easier.
 Better relationship between employees-superiors.
Methods of upward communication:
 Open door policy: - The employees are given a feeling that the manager‘s
doors are always open to them.
 Complaint and suggestion boxes.
 Social gatherings.
 Direct correspondence.
 Reports.
 Counseling.

2) Downward flow of communication

Downward communication flows from superior to subordinate staff. The Managing
Director communicating with the departmental heads, a manager giving directions to
an assistant manager or a supervisor instructing a worker; all engaged in the process of
downward communication.
Main objectives of downward communication:
 To give specific directives about the job being entrusted to a subordinate.
 To explain policies and organizational procedures.
 To apprise the subordinates of their performances
  To give the subordinates information about the rational of their job so that they
understand the significance of their job in relation with the organizational goal.

Horizontal flow of communication: It refers to the transmission of information among

persons of the same level and status. It generally takes place among departmental
heads that are responsible for different functional areas of the business. It is also
known as sideward communication.
Importance or merits:
1) It speeds up the flow of work in the organization.
2) It brings about the coordination in the organization.
3) It develops the mutual trust and confidence amongst similar position holders
of different departments.
Methods of Horizontal communication:
1) It flows between the people at the same level.
2) It is important for promoting understanding and coordination among various
people or department.
3) It is carried on through: face to face discussion, telephonic talk, periodical
meetings, Memos
Diagonal Communication: -
Diagonal communication flows in all directions and cuts across levels in an
organization. Though this form of communication deviates from the normal chain of
command, there is no doubt that it is quick and efficient. The increased use of e-mail
also encourages cross wise communication. Diagonal communication is a
communication method within an organization that involves communication between
individuals or groups who are not in a direct hierarchical relationship with each other.
In traditional organizational structures, communication typically flows vertically,
either downward from higher levels of management to lower levels or upward from
lower levels to higher levels. Diagonal communication, however, cuts across these
vertical lines and can occur between employees or teams at different levels of the
organization.
Advantages:
 Faster Decision-Making: It can expedite decision-making by allowing
information to flow more freely and quickly across the organization.
 Improved Problem-Solving: Different perspectives from various levels can
lead to more innovative and effective solutions.
  Enhanced Collaboration: It promotes collaboration and teamwork across
departments or hierarchical levels.
 Better Employee Engagement: Employees may feel more empowered and
engaged when they have the opportunity to communicate with higher-level
executives.
Disadvantages:
 Lack of Formality: It can bypass the established chain of command, which
might create confusion or disrupt organizational protocols.
 Potential for Conflict: Miscommunication or differences in opinion can lead to
conflicts when individuals from different levels interact.
 Time-Consuming: If not managed effectively, diagonal communication can be
time-consuming, as it may involve multiple layers of approval or input.
Effective diagonal communication often requires clear guidelines, open channels of
communication, and a culture that encourages transparency and collaboration. When
used appropriately, diagonal communication can be a valuable tool for promoting
information sharing, innovation, and organizational agility.

Grapevine
The term "grapevine" refers to an informal, unofficial, and often spontaneous network
of communication within an organization. This network typically consists of rumors,
gossip, and information that is spread among employees, often through casual
conversations, social interactions, and unofficial channels. The grapevine is an
essential part of organizational communication, even though it operates outside the
formal lines of communication established by the company.
Here are some key characteristics and aspects of the grapevine in organizations:
1. Informal Nature: The grapevine is not part of the formal communication
structure within an organization. It operates spontaneously and without any
specific rules or protocols.
2. Rapid Spread: Information on the grapevine can spread quickly throughout an
organization. Rumors and gossip can circulate rapidly, sometimes even faster
than official communications.
3. Unverified Information: Grapevine communication often involves unverified
or partially true information. It can be based on speculation, personal opinions,
or incomplete facts.
 4. Source of News and Rumors: Employees often rely on the grapevine to learn
about significant developments or changes in the organization before official
announcements are made.
5. Social Interaction: The grapevine is closely tied to social interactions among
employees. It often thrives during informal gatherings, such as coffee breaks,
lunches, and water cooler conversations.
6. Impact on Morale: The grapevine can have a significant impact on employee
morale and perceptions. Negative or false information can create anxiety and
uncertainty, while positive rumors can boost morale.
7. Management's Challenge: Managing the grapevine can be a challenge for
organizational leaders. While they may not be able to control it directly, they
can influence it through transparent and effective communication.
8. Feedback Channel: The grapevine can serve as a valuable feedback channel
for employees to express their concerns, frustrations, or suggestions when they
are hesitant to do so through formal channels.
9. Combating Misinformation: Organizations must be proactive in combating
misinformation spread through the grapevine. Providing timely and accurate
information can help dispel rumors and reduce uncertainty.
10.Cultural and Organizational Factors: The strength and impact of the
grapevine can vary from one organization to another and may be influenced by
the organizational culture, leadership style, and the level of trust among
employees.
11.No set pattern: The grapevine does not follow any set pattern and it can be
effective horizontally, vertically and even diagonally

While the grapevine can be a source of both valuable information and potential
problems, organizations should recognize its existence and strive to manage it
effectively. This often involves maintaining open lines of communication, addressing
employee concerns, and ensuring that official channels of information are reliable and
timely, so there is less reliance on informal communication networks like the
grapevine.

BARRIERS OF COMMUNICATION
Obstacle in a workplace that prevents effective exchange of ideas or thoughts cab be
referred as Barriers to effective communication. It will reduce productivity within the
firm and, if serious, may cause diseconomies of scale in a firm.
Any interference in the message sent and message received creates noise. Noise is the
break in the communication process. The process of communication has multiple
barriers. The intended communicate will often be disturbed and distorted leading to a
condition of misunderstanding and failure of communication.
The Barriers to effective communication could be of many types like linguistic,
psychological, emotional, physical, and cultural etc.

1) INTERPERSONAL BARRIER
Interpersonal barriers occur due to the inappropriate transaction of words, limited vocabulary, poor
listening skills, noise in channel etc. The most common reason for interpersonal barriers is:
a)Limited vocabulary: An inadequate vocabulary can be a major barrier in communication. During
your speech or presentation, if you are at a loss of words, it will leave a poor impression on the
audience.
b) Misinterpretation of words: The process of communication is carried on through words, whether
spoken or written. But some words are capable of communicating a variety of meanings. It is quite
possible that the receiver of a message does not assign the same meaning to a word which the
transmitter had intended. This may lead to miscommunication.
c) Attitudes and opinions: Personal attitudes and opinions often act as barriers to effective
communication. If information agrees with our opinions and attitudes, we receive it favorably, but if
the information disagrees with our views, we do not react favorably. In the same way, if a change in
the policy of an organization proves advantageous to an employee, he welcomes it, but if it affects him
adversely, he rejects it.
d) Emotional outburst: Emotional states of mind play an important role in the act of communication.
If the communicator is perplexed, worried, excited, afraid and nervous, he will not be able to
communicate his message properly. It is extremely important that emotions are not allowed to impede
the smooth flow of communication. Any person should not try to communicate while in a state of
emotional excitement.
e) Cultural variations: This is one of the predominant factors in communication failure. As the
businesses are increasing across national boundaries, the outlook has become global. European, Asian
and American firms have expanded their businesses worldwide. To compete successfully in today‘s
globalized business environment, you must overcome the communication limitations arising from
different languages and cultures. Your success as a professional lies in knowing the business practices,
social customs and manners of a particular country.
f) Noise: Noise is quite often a barrier to communication. Noise interferes greatly in the transmission
of signals. We can also say that noise is an unwanted signal which acts as hindrance in the flow of
communication. It is not necessary that this type of noise only occur in audio-visual forms. Technical
noise refers to the dim of machines, the blare of music from a stereo system or other such sounds
which make the task of listeners difficult.
g) Poor listening skills: One of the important barriers to communication is poor listening. There is a
difference between hearing and listening. Hearing is a passive exercise, while listening requires
careful attention. A lot of misunderstanding and conflicts can be avoided if we listen to the
communicator with attention.
2) INTRAPERSONAL COMMUNICATION BARRIERS
"Intrapersonal" means happening within the individual's mind or self; "interpersonal" means
happening with others, interactions between the individual and outside others. There are many of
those, such as:
a)Physical objects: Anything that comes between you and the other person (i.e. a desk, arms crossed,
holding something in front like a piece of paper, a drink) is a barrier, perhaps slight, but still a barrier
to overcome in communication
b)Space: Talking on the phone, texting, emailing, standing far away are all inferior ways to
communicate rather than being in person within arm's reach of the other person. Your message and
their understanding of that message are weaker with the space barrier.
c) Attitude: Having a closed mind, being judgmental, stereotyping are all barriers to communication.
When you think you know already and are not willing to be open minded then no communication can
cross that mental barrier.
d) Not listening: We hear but we don't necessarily listen. The best definition of true listening is: to be
willing to be changed by what you hear. Not listening because we think we already know what
theperson is going to say, or because our ego can't allow looking stupid or being wrong, or because
we're too distracted to give the other person our full attention - is a barrier to communication.
e) High emotions: When anyone is in a highly charged emotional state, elated, depressed, grieving,
raging mad - the emotion is a big barrier to communication. It's nearly impossible to control the
emotion to think and communicate clearly until its run its course and rational thinking returns.
f) Wrong assumptions: Wrong assumption can be one of the main barriers to communication.
Wrong assumptions are generally made because the sender does not have the proper knowledge about
the background of the receiver. A skilled communicator keeps these issues in mind to prevent them
from becoming barrier.
g)Varied perceptions: Every individual in an organization perceives the problem or situation in a
different way. Suppose there is a dispute between two persons of an organization and you are likely to
be biased. It‘s all a matter of perception. The best way to overcome this barrier is to take a wider
perspective of the issue.
3) ORGANIZATIONAL BARRIERS
This depends upon the general organizational policy governing the communication network of the
organization. Such policy might be a written text explaining various aspects of communication,
especially the upward, downward and lateral since it is desirable to bring an effective communication
flow in the organization. The barriers that generate from within the organization are known as
organizational barriers may be of the following types:
a) Negative organizational climate: The main aspect of organizational climate that acts as
communication barrier is the negative attitude of top management. Negative attitude of top
management discourages communication initiative of the employees.
b)Attitude of Superiors: Attitude of the superiors play as vital role in the communication process;
whether it is upward or downward or in any other direction. Therefore, the attitude of superior, either
favorable or unfavorable affects the flow of communication, i.e., from superior to subordinate and
vice versa.
c) Absence of communication policy: Well-designed communication policy encourages
communication in the organization. In the absence of such policies, employees fail hesitate to
communicate.
d) Lack of proper incentives: Subordinates may not take initiative to communicate if there is no
motivation or incentive for communication.
e) Excessive authority layers: Excessive authority layers acts as a severe impediment to successful
communication. In the case of excessive authority impediment to successful communication. In the
case of excessive authority layers, information reaches to its final destination passing through several
hierarchical levels. As a result, information may be distorted or lost. Excessive authority layers also
cause a delay in communication.
f) Filtering: Filtering implies a willful distortion of information. The any attempt to alter and colour
information to present a more favorable impression is called filtering. This problem usually arises in
upward communication. In upward communication, employees tend to pass only those messages that
create a positive impression about them. The subordinates pass on only that information to their
supervisors which will project them in a favorable light which the superior wants to hear. This
distortion of communication becomes more sever when an employee is due for promotion or wage
increase. People are usually hesitant to inform the superiors about the adverse aspects.

4) SEMANTIC BARRIERS
This denotes barriers of language and symbols and their interpretation. Every language consists of
symbols used to transmit meaning from one person to another. Even the Morse code and
mathematical symbols are used in a language for communication purpose. The barriers are from the
linguistic capability of the individual involved in the communication. The following are the different
types of semantic barriers:
a) Poor Quality of Message: When a message is prepared, it must be consistent in all respects like –
clarity, precision and usage of appropriate words to express the ‗idea‘ to be transmitted. It should be
in simple words, easily understood by the receiver. Otherwise it becomes non-specific and the receiver
will have a difficulty in following it properly.
b)Faulty Transmission: When message is received from the superior to the subordinate, the
individual receiving it must be able to translate it to different categories of subordinates having the
constraints of level of understanding. It does require proper interpretation of the message received to
help disseminate the information to the subordinates.
c) Lack of Clarity: In all the messages, there are certain ideas, which need to be understood correctly.
In other words, the meaning between the lines of the message must be well-perceived by the receiver.
If it is not, there is every likelihood of the message being misunderstood leading to confusion.
d)Technical Language: It is often seen that technical language is used by specialist persons i n their
communication. This may not be known by a common man. As far as possible, when communicating
to common people, it must be in a simple language, common to all. For example, take the case of a
doctor, who prescribes medicine to a patient and writes ‗TDS‘ (an abbreviation of three times a day).
An ordinary patient may not be able to understand this unless it is written in a simple language, or the
abbreviation is explained to him.

5) PSYCHOLOGICAL BARRIERS
In interpersonal communication, the psychological state of mind of the sender, as well as that of the
receiver makes lot of difference. When an individual is under emotion, his tone overpowers the script
of the message. This creates an obstacle in normal communication leading to emotional barriers.
Following are psychological barriers:
a)Premature Evaluation: This premature evaluation is the possible outcome of message before it is
transmitted to the receiver. Such an evaluation may prematurely conclude the message may not bring
the desired result, thereby he withholds the message. This is an important psychological factor of
communication barrier.
b) Inadequate Attention: Normally, in a communication this happens at the receiver‘s end due to
carelessness and not listening properly what the person at the other end is telling. This takes place in
fact to face communication or in attending telephones.

c) Transmission Losses and Poor Retention: When communication passes through various hands
and levels in an organization, the transmission of the message by various persons tends to become
inaccurate or corrupt. This happens in written as well as vocal communication. In the latter, the
receiver may not retain the message as it was transmitted to him due to poor retention capability, thus
leading to confusion at a later stage.
d)Undue Stress on Written Message: In an organization every executive believes that written
message, instructions and orders would be better, since the chances of any miscarriage of the message
are almost nil. When face to face communication of a message takes place between a superior and
subordinate, it not only makes better understanding but is also effective. It does instill confidence in
the subordinate in so far as execution of the orders instructions is concerned. No doubt, it is a better
medium of communication than the written one.
e)Lack of Trust in the Sender by the Receiver: When a communicator (sender) frequently alters the
original communication, the receiver at the other end will normally delay the action warranted by the
message. This happens due to uncertain decisions often taken by the sender. Thus, the communication
becomes ineffective, for various alterations and additions. This is an example of lack of confidence on
the part of the sender.

f)Failure to Communicate: At times, the superior/manager fails to communicate the desired

information/order, etc. This may be the cause of flippant attitude of the sender or his apathy. For
instance, the sender‘s over confidence that the message has already been conveyed to the people is
likely to create confusion and embarrassment.
g) Symbols with different meanings: A word can have different meaning in different contexts.
Wrong perception leads to communication problems.
h) Badly expressed message: It may happen on account of omission of needed words, inadequate
vocabulary, usage of wrong words, etc.
i) Body language and gesture decoding: Communication may be wrongly perceived if there is no
match between what is said and what is expressed in body movements.

6) PERSONAL BARRIERS
These barriers are those, which occur in communication, according to personal constraints at various
levels of organization such as:
a) Insistence on Following Proper Channel: Superiors instruct their subordinates to follow the
proper channel, while communicating. They do not want that a subordinate bypasses them and goes
direct to the next higher authority. They always want to be in touch with the communication process,
so as to help them to know what is happening in their jurisdiction.
During emergency situation, there may be a need to bypass the superior; however, the superior may
not like it. He may prevent it and instruct the subordinates to keep him in the picture with whatever
information / message being passed to higher up, as and when occasion arises.
b) Lack of Confidence in Subordinate: It is a general perception that subordinates are not competent
enough to advise superiors, since they do not possess the capacity to do so. This apprehension makes
the superior to have lack of confidence in subordinates. However, this idea may not be correct, as
there are more able subordinates than their superiors in many respects.
c) Preoccupation of Superior: A superior feels that there is no necessity to communicate him each
and every matter, as he is always preoccupied with his own work. Supervisor‘s involvement with their
subordinate is a major requirement for efficiency, which many superiors ignore due to lack of time as
an excuse.
d) Lack of Awareness: Inadequate knowledge about the importance of communication and its
usefulness in various ways, at times, the superiors may not give desired attention to it. This may lead
to restricted or poor transmission of communication affecting the organization. This can lead to
inefficiency and mismanagement.
e) Hesitation to Communicate: This happens to be a cause with subordinates not to communicate
with their superiors. Subordinates show unwillingness to convey the superior certain information;
since such part of information may have an adverse effect on them. Thus, the hesitation to
communicate takes place.
f) Unwillingness to communicate: If subordinates perceive that it may adversely affect their
interests, then they may not be prepared to communicate with their superiors.

7) MECHANICAL BARRIERS
Mechanical barriers are another group of factors putting barriers in the smooth flow of
communication. They are:
a) Inadequate Arrangement for Transmission of Message: The arrangements include proper
coding and decoding facilities. This is normally carried out through coding machines and trained staff
to operate such machines. When important information is sent under different classification, top
secret, secret, confidential, etc., adequate care has to be taken in its transmission. It should not be
leaked out to unauthorised persons. Safety and security of classified information need to be handled
by responsible staff.

b) Poor Office Layout: A proper information centre is an inescapable necessity to transmit the
messages with in the organisation and outside. Therefore, various types of information transmitting
through like wireless sets, radio communication system, electronic machines- FAX, e-mail, etc., are
required. The infrastructural facilities to accommodate these systems are very essential for effective
communication. In their absence there can be various obstacles in the transmission of information.
c) Defective Procedures and Practices: There must be defined procedures for docketing of incoming
and outgoing messages properly maintained in an information centre. Also, proper arrangements to
allot priority messages like immediate, most immediate, etc., and their subsequent transmissions, if all
these are not looked into, the very purpose of communicating will be defeated.
d)Use of Wrong Medium: This is another barrier in mechanical communication. It is the
responsibility of the sender of the message to select the right medium. For example, let us take
dispatch of letters from one organization to another at a distant place.
Whether the letter should go by an ordinary mail of Speed post, Courier, FAX or e-mail, depends on
the exigency (urgency) of the action to be taken at the receiving end. This aspect needs to be decided
by the sender himself at all times. Thus, the sender must select a proper medium of communication.
 Overcoming Barriers
Most of the above mentioned barriers can be overcome by the skilled communicator. Obviously,
bridging gaps in geography and communicating through disabilities are a topic for a different
discussion. Measures which can be used to overcome the barriers of communication are:
1) Active Listening
Active listening is a skill that can be acquired and developed with practice. However, this skill can be
difficult to master and will, therefore, take time and patience. 'Active listening' means, as its name
suggests, actively listening. That is fully concentrating on what is being said rather than just ‗hearing‘
the message of the speaker. Active listening involves listening with all senses. As well as giving full
attention to the speaker, it is important that the ‗active listener‘ is also ‗seen‘ to be listening -
otherwise the speaker may conclude that what they are talking about is uninteresting to the listener.
Lot of problems can be solved due to attentive listening quality of the manager.
2) Clarify the ideas before communication
Before communicating to employees, a manager should make an analysis of the subject
matter/problem. The purpose of communication must be very clear.
3) Consult others before communicating
A manager while making plan for communication should encourage participation of subordinates
which will ensure their support and cooperation.
4) Communicate according to the needs of receiver
First of all, the understanding level of employees should be considered and then adjustments be made
in communication by the manager.
5) Be aware of languages, tone and content of message
Language, tone and content of message should be so adjusted according to the situation that it is easily
understood by the receiver and stimulates them.
6) Convey things of help and value to listeners
To get good response from the subordinates, it should be ensured that the message relates to their
interests.
7) Ensure feedback
For success of communication, response of the listeners should be encouraged by the manager. While
the feedback that you give the speaker/sender may occasionally be negative, it is important that it be
constructive in nature. The intent of the feedback should be to further the abilities of the speaker. This
will strengthen the interpersonal relationship, and enhance future communications.
8) Communicate for present as well as future
For communication to be successful, managers should incorporate existing commitments as well as
future goals of the organization.

9) Follow up communication
Sometimes it is difficult to implement instructions in totality by the subordinates. To overcome this,
regular follow up should be done by manage
7 C’s of communication.
When your communication is clear, you are able to convey your thoughts more
precisely. You will also be able to get the job done and in case of job interviews, you
may also be able to land your dream job. As for every form of learning, business
communication also has some principles which make your communication more
effective. These are known as 7 C’s of communication.
ust imagine if you are working at a place and everyone in the place does not have
proper communication skills and as a result, everyone is following their own
thoughts. Will that working place be effective? No, it will not be effective, it will be a
big mess. That is why is important to learn the 7 C’s of communication. Here are
those:

The Seven C ’ s of communication For preventing any possible communication barrier, the
communication should abide by rules laid down by the seven C ’ s . They are --------

 Clarity,
 Completeness,
 Consideration,
 Courtesy,
 Concreteness,
 Conciseness and
 Correctness.
They are elaborated as under:-

Clarity: - means that the message should be in clear, simple language. Multiple meaning words
or too long, complex sentences should be avoided.

Completeness: - means that the message should be complete in itself, it should not be left at the
mercy of the decoding skill of the receiver. If the message is not complete, it will leave the
reader confused.

Consideration:- means that both the sender and the receiver should be considerate towards each
other ’ s feelings.
Courtesy:- means that the language chosen for the communication should be courteous
irrespective of agreement or disagreement between the sender and the receiver.

Concreteness:- means that the message should transmit ideas with a definite shape, which is
easy to follow, vague ideas always beget confusion.

Conciseness:- me4ans inclusion of relevant facts only. The message should not comprise of
repetition or any irrelevant material.

Correctness:- should be ensured and checked before transferring message which comprises of
data and figures.

When all the above 7 C’s of communication are used, then your message becomes
more effective. Practice this more to improve your business communication.
 Communication Skills: Meaning,
Code and Content
1. Meaning of Communication Skills
2. Code and Content of Communication Skills
3. Stimulus and Response of Communication Skills
1. Meaning of Communication Skills:
Communicating effectively is the single most important soft skill one must possess today. The
main intent is to convey messages to other people clearly and unambiguously. Communication is
also about receiving information that other people send. Thus, communication is a two-way
process.

It establishes a link between the sender of a message and the receiver of that message. This
process is completed only when the sender and the receiver of the message are certain that the
actual message conveyed by the sender has reached its destination, the receiver.

Communication skills comprise the following:

1. Speaking skills

2. Listening skills

3. Non-verbal communication or body language, etc.

Due to its high criticality, It focuses on the most important skill of the above: speaking skills.
The other aspects, of listening skills and non-verbal communication. Communication is a two-
way process. It has two parts—to convey messages, and to receive messages.
The communication process thus consists of the sender who is the source of the message, the
encoding process, and finally decoding of the same by the receiver.

To ensure effective communication, it is important to follow pronunciation etiquette. For this, it

must be kept in mind that English is a ‘stressed language.’ Understanding the phonetic symbols
from the phonetic chart of the International Phonetic Association (IPA) is of great help when it
comes to learning to pronounce English words correctly.
‘One symbol for every sound and one sound for every symbol’ is the mission of the IPA.
In addition to understanding the phonetic symbols, acquaintance with the stress and rhythmic
pattern of the English language is also necessary. The ‘intonation pattern’ of the English
language, also referred to as the ‘music of the English language’, is of utmost importance when
it comes to speaking and understanding.

2. Code and Content of Communication Skills:

Any human communication system involves the production of a message by someone, and the
receipt of that message by someone else. To encode a message, one must possess the necessary
encoding skills.

Languages are codes.A code may be defined as any group of symbols that can be structured in a
way that is meaningful to another person. The English language, like any other language, is a
code—it contains element that are arranged in a meaningful order. A code has a group of
elements (vocabulary) and a set of procedures for combining these elements meaningfully
(syntax).

Next is the message content, i.e., the message that is selected by the source to express its
purpose. Content, like codes, has both element and structure. When more than one piece of
information is to be presented, they should have some order or structure.

An individual may sometimes be identified by his characteristic way of structuring messages.

This is because the individual communicates in a way that is distinctive to him. He uses a
distinctive way or method, which has become his habit by constant use.

3. Stimulus and Response of Communication Skills:

Stimulus and response are the two terms that are frequently used in any discussion on the
communication process. A ‘stimulus’ is anything that a person can receive through one of his
senses. In fact, it is anything that can produce a sensation. And a ‘response’ is anything that an
individual does as a reaction to the stimulus.
These two terms, stimulus and response, are ultimately connected with the whole learning
process. The communication objective of the source is to bring about a change in the behaviour
of the receiver.

The whole communication process, as shown in Fig. 3.1, consists of the following:
1. The sender—the source of the message

2. The encoding process

3. The channel used

4. The decoding process

5. The receiver—the person who receives the message

At each stage of the communication process depicted in Fig. 3.1, there is a possibility of error.
Communication skills help avoid such errors, so that the message can glide easily through all the
stages of the process and reach the receiver.

a. Source:
The source, in any communication process, is the most critical part of the communication
process. The message has to be planned and prepared for features including articulation clarity,
amplitude and modulation, pauses and pitch.

The sender must be conscious that non-verbal components of the communication are also
transmitted through the channel. The source of the message has great responsibility. He should
have an idea about the receiver. It may be also that he wants to convey his message to a group of
persons. Finally, at the end of the communication, he must satisfy himself that the intent of the
communication has been met.

b. The Encoding Process:

As language is a code, the encoding process is of vital importance. What the sender wants to
covey must be encoded correctly. He must have a good vocabulary and good knowledge of
grammar and syntax. Any flaw might distort the meaning of the message he wants to convey.

c. The Channel:
Messages are conveyed through various channels. Any written communication such as emails,
organization memos and formal letters are examples of channels. Face-to-face meetings, video
conferencing, telephonic conversation, PC-to-PC communication, .webcast etc., are different
communication channels.

d. The Decoding Process:

Just as successful encoding is a skill, so is successful decoding. Here the person decoding the
message through a particular channel such as a letter, e mail, telephone, etc., must be capable of
deciphering or understanding that message. He must have enough knowledge to understand that
message.

e. The Receiver:
The person receiving the message should be prepared for the message. Often, the receiver, upon
receiving the message. Fig. 3.2 Visual reaction to a message takes on the role of a sender and
responds. At other times, the receiver of the message may show his visual reaction to the
message through non-verbal communication (as shown in Fig. 3.2).

6. Phonetics in Communication Skills:

The fastest way of learning how to speak the language fluently and correctly is to have a clear
idea of English phonetics. Phonetics is the study of speech. It is the study of how the sounds of a
speech are produced and how they are used while speaking.

It also tells us how we can record sounds with written symbols, and how we hear and recognize
different sounds. This subject might be quite complex to some, but we shall only introduce the
theme here.
We will explain some elementary terms such as syllable, stress, and the intonation pattern of the
English language, which forms the basis of phonetics. Along with the above, knowledge of the
phonetic symbols would be of great help in improving one’s speaking skills.

a. Phonetic Chart:
Why do we need phonetic transcription?

When it comes to learning to pronounce English words correctly, you can find the correct
pronunciation of words in any dictionary. But it is given in phonetic transcription after each
word.

So if you are not acquainted with the phonetic alphabet it would not be possible for you to know
the correct pronunciation. Knowledge of the phonetic transcription enables a learner to get
precise information on pronunciation just with the help of a dictionary.

This is even more necessary because the spelling of the English language is irregular, that is, the
spelling and sounds of words do not always match. The International Phonetic Alphabet (IPA) is
a system of phonetic notation created by the International Phonetic Association in 1886. It was
founded in Paris with the mission to set out one symbol for every sound and one sound for every
symbol.
Naturally phonetic symbols are of great help when it comes to learning to pronounce English
words as they should be pronounced. In fact, understanding the phonetic alphabet can greatly
simplify the learning process.

b. Exercise:
Here is list of some words. Try to get the correct pronunciation of these words with the help of
the phonetic chart and write the correct pronunciation of each word in phonetic alphabet by its
side. Don’t see the correct answer (keep it covered by placing a book over it) before you write.

c. Syllables:
• A syllable is a single segment of uninterrupted sound which is typically
produced with a single pulse of air from the lungs.
• Each new syllable will create a new vowel sound
• Example:
Mississippi
(four syllables : miss + iss + ipp + i )
Rugged
( two syllables : rugg + ed )
This does not necessarily mean that every syllable will contain a vowel , but it will
include a vowel sound when pronounced . For example , rhythm does not contain
any vowel , but it is said with two vowel sound ( rith + em ) therefore , rhythm has
two syllables .
 • Spelling is not always a good indication of how many syllables a word has .
The pronunciation of words determines the number of syllables for example
• A syllable is the sound of a vowel (a , e, i ,o ,u) that is created when
pronouncing the letters A , E, I ,O ,U or Y
• The letter Y is a vowel only if it creates A, E , I ,O ,U sound
• for example fry , try , cry , & dry
• The number of times that you hear the sound of a vowel is the number of
syllable in a word

Pronunciation Etiquettes (v.imp)

Pronunciation is a unique concept in English language which is based on the study
of sounds known as Phonetics .
In English, the letters are combined in 26 alphabets but the English pronunciation
has a total of 44 letters which are broadly divided into vowels and consonants. The
vowels are further divided into Monophthongs and Diphthongs . Phonetics – The
standard form of pronunciation is based on symbols known as International
Phonetic Alphabet (I.P.A). The study of these symbols (sounds) is known as
Phonetics. These sounds are divided into :
a) Vowel sounds Vowel sounds are made up from vowels a,e,i,o,u. These
symbols have various sound patterns like:
e (ए) dress, bed, head, many • •
æ (ऐ) trap, bad ,cat ,mat • •
ʊ (उ) foot, good, put • •
iː (ई) fleece, see,sea,tree • •
əʊ (ऊ) goat, show, no,know
b) Consonant sounds It is a speech sound which is articulated with a
consonant sound. The consonants are those which does not include vowels.
For example: • •
t (ट) tea, tight, button
d (ड) day, ladder, odd • •
g(ग) get, giggle, ghost • •
tʃ (च) church, match, nature • •
dʒ(ज) judge, age, soldier • •
θ (थ) thing, author, path • •
ð(द) this, other, smooth
Tone/Intonation The modulation of voice shows the intention and approach of the
speaker which is known as Tone or Intonation. In other words, the variation of
pitch of a voice can be termed as a tone. There are several kinds of intonation:
English is a stressed language, while many other languages such as French, Italian,
etc., are syllabic. Thus, English pronunciation focuses on specific stressed words or
syllables while gliding over the other non-stressed words.

In a syllabic language each syllable has equal importance. What is a syllable? A

syllable is a fundamental and important unit. It is actually the basic unit of a word.
It is a particular unit into which a word may be divided, containing a vowel sound
and one or more consonants.

Some obvious examples are as follows:

d. Stress:
English being a stressed language, word stress is extremely important while
learning English as a second language. Stress means giving extra force or emphasis
to a syllable or word. Good pronunciation comes from stressing the right word.
Proper pronunciation implies that we do not say every syllable with force or
emphasis.

Only the syllable that is to be emphasized gets the stress, while the other syllables
are pronounced lightly.

For example, let us look at the following three related words:

1. Photograph

2. Photographer

3. Photographic

These three words, though related in meaning are pronounced differently. This is
because the stress is on different syllables of each word.
In the first word, ‘Photograph’ (Pho – to – graph), the stress is on the syllable
‘Pho‘.
In the word ‘Photographer’ (Pho – to – graph – er), the stress is on the syllable
‘to‘.
In the word ‘Photographic’, the stress is on the syllable ‘graph‘.
Knowledge of the stress is sure to enhance the quality of your pronunciation. When
speaking, the stress should be on the principal elements in a sentence, which are
called ‘content words’. The speaker can quickly glide over the less important
words, called ‘function words’. The quality of gliding over the less important
words is referred to as ‘connected speech’. Finally, ‘determiners’ are words such as
the, a, some and a few.
Nouns, principal verbs, adjectives and adverbs are all content words.

Intonation:
Stress and accent play a very important role in ‘intonation’, which may be termed
the music of language. Intonation is the name given to what is called sentence
stress. Some long sentences contain a regular pattern of stressed and un-stressed
words.
While speaking, the voice tends to rise and fall or remain flat depending on the
situation or depending on the mood of the speaker. Those whose mother tongue is
not English and who have a different intonation pattern may find it difficult to
clearly understand English when spoken by a native speaker of English.
‘Tone’, which is the movement or level of pitch that is used, forms the central part
of intonation. When we are engaged in normal speaking, the tone and pitch of our
voice constantly changes depending on our mood to express what we just mean to
say.
Here the pitch of the voice says a lot. For example, if you are angry while speaking
with somebody, you can express your anger by just calling his name in a very high
pitch. The same sentence can be said in different ways, which would indicate
whether the speaker is angry, happy, grateful or just indifferent. The intonation,
therefore, clearly conveys the feelings and attitude of the speaker.

Tone:

In linguistics, a variation in the pitch of the voice while speaking is known as

Tone.

The word tone is usually applied to those languages (called tone languages) in
which pitch serves to help distinguish words and grammatical categories—i.e., in
which pitch characteristics are used to differentiate one word from another word
that is otherwise identical in its sequence of consonants and vowels.

Intonation

 Intonation :the rise and fall of the voice in speaking.

 In phonetics, the melodic pattern of an utterance.
Intonation is primarily a matter of variation in the pitch level of the voice but in
such languages as English, stress and rhythm are also involved. Intonation
conveys differences of expressive meaning (e.g., surprise, anger, wariness).

Falling intonation
Falling intonation describes how the voice falls on the final stressed
syllable of a phrase or a group of words. A falling intonation is very
common in wh-questions.

• Where’s the nearest p↘ost-office?

• What time does the film f↘inish?

 • We also use falling intonation when we say something
definite, or when we want to be very something:

• I think we are completely l↘ost.

• OK, here‟s the magaz↘ine you wanted.

Rising Intonation:
Rising Intonation describes how the voice rises at the end of a sentence.
Rising intonation is common in yes-no questions:

• I hear the Health Centre is expanding. So, is that the new d↗octor?

Are you th↗irsty?

Falling-Rising Intonation
• Fall-rise intonation describes how the voice falls and then rises. We use fall-
rise intonation at the end of statements when we want to say that we are not
sure, or when we may have more to add:

• I do↘n’t support any football team at the m↘om↗ent. (but I may change
my mind in future).

• It rained every day in the firs↘t w↗eek. (but things improved after that).

Here are some guidelines:

When the speaker is asking a question and is genuinely interested in the answer, he
uses a rising tone.

Here are a few examples:

However, if he is not at all interested, and is indifferent, the falling tone is used.
In questions where the speaker expects a positive answer, the rising tone is used.
For example,

However, if the speaker already knows the answer and now only wants a
confirmation or agreement, the falling tone is used. For example,

The rising tone is also used with request, polite statements or when apologizing.
For example,

The rising tone is also used in very simple questions such as the following:

Here is another intonation pattern where the falling tone is followed by a rising
tone. Here a statement is followed by a qualifying clause. For example,

Let us now consider intonation pattern of sentences with question tags.

Here are two sentences with question tags:

In the first sentence, the speaker really wants to know if today is really a Monday.
Hence the sentence is said with a falling tone followed by a question tag with a
rising tone. However, in the second statement the speaker definitely knows that
today is Monday and so he is not really asking a question. He only wants the
person to agree with him. Hence both the statement and the question tag are in the
falling tone.
Another intonation pattern is the rising tone followed by a falling tone in long
sentences such as the following:

It may be noted that there is a slight pause between the two parts of the sentence.
this rising falling intonation is one of the most important intonation patterns.