Technical Communication – Unit 1

Exercise - 3

1. What do you understand by communication barrier? How many types of

communication barriers are there?
2. Explain various Intrapersonal barriers of communication.
3. Expound various Interpersonal barriers of communication.
4. Explicate various Organizational barriers of communication.
5. What do you understand by 7Cs of communication?

Q.1. What do you understand by communication barrier? How many types of

communication barriers are there?

Communication Barrier:
Sender transmits a message with the expectation that the receiver will receive, understand
and act on it. However, messages do not always reach to its intended receiver in a way the
sender thinks. Some causes or factors impede the flow of message, its interpretation and
understanding. Such factors or causes are known as communication barriers.

According to Dr. Suruj Kumar Debnath, “Barriers to communication means obstacles to the
process of communication.”

In the opinion of Louise E. Boone and Others, “Communication barriers are the problems
that arise at every stage of the communication process and have the potential to create
misunderstanding and confusion.

Communication barrier means various disturbances in communication process which

hamper (obstruct) the smooth flow of effective communication.
Communication barriers can be classified as follows:
a) Intrapersonal Barriers
b) Interpersonal Barriers
c) Organizational Barriers

Q.2. Explain various Intrapersonal barriers of communication. Intrapersonal

Barriers:
Intrapersonal barriers stem from an individual’s attitudes or habits. Individuals are unique
because of their idiosyncracies (unique qualities). This is mainly because of differences in
experience, education and thinking abilities. Each of us interprets the same information in
different ways as per our thinking abilities. The causes that lead to intrapersonal barriers are:
 1. Wrong assumptions (suppositions)
2. Varied perceptions (understanding differently)
3. Differing backgrounds
4. Wrong inferences (conclusions)
5. Impervious (inflexible) categories - Misoneists.
6. Categorical (‘know it all’) thinking - Pansophists

1. Wrong assumptions:
Many barriers stem from wrong assumptions. For example, when a doctor tells his
patient that he has to take a medicine only as ‘SOS’, without knowing whether the patient
understands the term or not, he is creating a barrier in his communication. Here the doctor
has made a wrong assumption about his patient’s level of knowledge. Wrong assumptions
generally occur when the sender and receiver do not have adequate knowledge about each
other’s background, or entertain certain false notions (ideas), which are fixed in their mind. In
order to strengthen your skills as a communicator try to put yourself in the shoes of the
listener. This exercise will prevent making wrong assumptions about the receiver.

2. Varied perceptions (understanding differently):

Different people have their own different views.
We all know the story of six blind men of Burma, who visited an elephant and gave their
description of the elephant on returning from the venture.
The elephant is perceived differently by each man - as a fan by the man who touched the ear
of elephant, as a rope who touched the tail, as a wall who touched the side body, as a sword
who touched it’s tusk, as a snake who touched the trunk, and as a tree who touched it’s leg.
None of the blind men is wrong, as the part of the elephant body touched by each man was
compared with various objects. This is how an individual perceives reality.
Similarly, individuals in an organization also perceive situations in different ways. Let us take
the case of an argument between two individuals. If you are close to one of them, you are
likely to be biased. You may perceive your friend’s arguments as correct, and hence, may not
be able to appreciate his opponent’s point of view. It is all a matter of perception. The best
way to overcome this barrier is to take a wider view of the issue.
3. Differing backgrounds:
No two persons have a similar background. People vary in terms of their education, culture,
language, environment, age, financial status, etc. Our background plays a significant role in
how we interpret a message. At times, something not experienced by you earlier will be
difficult to interpret or appreciate. Think of a discussion where somebody talks about his
experience of mountaineering expedition. Those people who have had the experience of
trekking may be able to appreciate the talk, but others who have not trekked before may not
find it interesting at all.
To overcome this barrier one should know the background of his audience and use the
information accordingly to deliver his message effectively.
4. Wrong inferences:
To draw wrong conclusion about something without knowing the facts can also lead to
communication barrier. For example, you have planned a trip with some of your friends,
suddenly one of your friends could not make the trip, you draw the conclusion that he has not
come due to studies, but the fact is that he had taken ill.
5. Impervious (inflexible) categories - Misoneists: In general, we react positively to
information only if it is in agreement with our own views and attitudes. Conversely, when
we receive information that does not conform (match) to our personal views, habits and
attitudes, or appears unfavourable to us; we tend to react negatively or even disbelieve.
Rejection, distortion and avoidance are three common, undesirable and negative reactions
to unfavourable information.

People who are very rigid in their opinions and are not ready to accept any view which is
different from their own, fall into impervious categories. Such closed minded people face
problem in communicating effectively and are known as Misoneists.
6. Categorical thinking (Know it all) - Pansophists:
People who feel that they ‘know it all’ are called Pansophists. This type of thinking exists
among people who feel that they know everything about a particular subject and therefore
refuse to accept any further information on that topic. For example, in a General Body
meeting of your organization, you are to be briefed about the annual budget. However, you do
not pay attention because you feel you have already been briefed about it by your secretary
the previous day. Later you propose that new vehicles have to be bought. Imagine your
embarrassment when you realize that the topic was discussed and a decision had already
been taken in the general body meeting. This type of thinking can pose a major barrier leading
to a failure in communication. In such instances, the receivers refuse information because of
their ‘know-it-all’ attitude.

Q.3. Expound various Interpersonal barriers of communication. Interpersonal

Barriers:
Interpersonal barriers creep in as a result of the limitations in the communication skills of the
encoder or decoder, or both. In addition, they may also occur because of some disturbance in
the channel. If two people are involved in communication, the traits that distinguish them as
individuals can be the root cause of a communication problem. The most common reasons for
interpersonal barriers are:
1. Limited vocabulary
2. Incongruity (mismatch) of verbal and nonverbal messages
3. Emotional outbursts
4. Communication selectivity
5. Cultural variations
6. Poor listening skills
7. Noise

1. Limited vocabulary:
Inadequate vocabulary can be a major hindrance in communication. At times your pen
falters, or your tongue fumbles as you search for the exact word or phrase. In your
communication, the meanings of your words should be absolutely clear to the receiver. During
your speech if you are at a loss for words, your communication will be ineffective, and you will
leave a poor impression on the audience. On the other hand, if you have a varied and
substantial vocabulary, you can create an indelible impression on your listeners.
Also remember that merely having a good vocabulary is of no use unless the communicator
knows how to use it. Therefore, one should make constant efforts to increase one’s vocabulary
by regularly reading a variety of books and listening to native speakers of the language.
2. Incongruity (mismatch) of Verbal and Non-verbal Messages:
Inappropriateness between verbal and non-verbal messages also causes barrier in
communication. Imagine a situation where your CEO introduces a newly recruited middlelevel
manager to other employees. In a small speech, he conveys the message that he is very
delighted to have the new manager appointed in his office. However, his face expression
shows just the opposite of what he is saying. The stark difference between the verbal and non-
verbal aspects of his communication leaves his listeners feeling confused and puzzled. A
communicator should acclimatize himself to the communication environment, think from the
angle of the listener, and then communicate.
It is important to remember that physical appearance can have a great impact on any kind of
conversation. Guidelines to improve physical appearance are as follows:
• Dress according to the occasion
• Wear neat and clean clothes  Choose an appropriate
hairstyle  Wear clean and polished shoes.
3. Emotional Outburst:
Emotions are integral part of every human being. A moderate level of emotional involvement
intensifies communication. However, excessive emotional involvement can be an obstacle in
communication. For example, extreme anger can create such an emotionally charged
environment that rational discussion is just not possible. Positive emotions like happiness and
excitement also interfere in communication, but to a lesser extent than negative feelings.
Very often people react negatively. Depending on their nature and situation, this negative
reaction may either be classified as hostile or defensive. Hostility can be considered as a move
to counter-attack the threat, whereas defensiveness is resistance to it. Both occur in situations
where the receiver of the message perceives some kind of threat. Both these responses have
an extremely negative impact on the communication. Messages are either misinterpreted,
ignored, or overreacted to by people displaying such behaviour. Those who witness such
behaviour are most likely to lower their opinion about the sender of such messages.
It is important to maintain one’s composure in all kinds of communications. Viewing issues
from different perspectives helps develop objectivity and rational thinking, which in turn can
eliminate many of the causes of hostility or defensiveness.
If you are confronted with such negative behaviour, it is essential that you do not retaliate. The
person displaying these emotions should be calmed down. He should preferably be taken to a
quiet place to try and sort out the problem that caused his emotions to spin out of control.
Usually, in such exchanges, the volume of both the sender and receiver increases, with stress
more on the volume than on the message. Therefore, it is important that the situation be
checked at the outset, when the volume increases.
4. Communication Selectivity:
If you are the receiver in a communication process, and you pay attention only to a part of the
message, you are imposing a barrier known as communication selectivity. You do this because
you are interested only in that part of the message which may be of use to you. In such a
situation, the sender is not at fault. It is the receiver who breaks the flow of communication.
5. Cultural Variations:
Effective communication with people of different cultures is challenging. Communication
failure may occur when sender and receiver belong to different cultures. The sender encodes
a message with some meaning but the receiver who belongs to other culture, decodes some
other meaning.
Cultures provide people with different ways of thinking, seeing, hearing, and interpreting the
world. Thus the same words can mean different things to people from different cultures, even
when they talk the "same" language. When the languages are different, and translation has to
be used to communicate, the potential for misunderstandings further increases.
Stella Ting-Toomey describes three ways in which culture interferes with effective crosscultural
understanding. First is what she calls "cognitive constraints." These are the frames of
reference or world views that provide a backdrop that all new information is compared to or
inserted into.
Second are "behaviour constraints." Each culture has its own rules about proper behaviour
which affect verbal and nonverbal communication. Whether one looks the other person in the
eye-or not; whether one says what one means clearly or talks around the issue; how close the
people stand to each other when they are talking--all of these and many more are rules of
politeness which differ from culture to culture.
Ting-Toomey's third factor is "emotional constraints." Different cultures regulate the display of
emotion differently. Some cultures get very emotional when they are debating an issue. They
yell, they cry, they exhibit their anger, fear, frustration, and other feelings openly. Other
cultures try to keep their emotions hidden, exhibiting or sharing only the "rational" or factual
aspects of the situation.
All of these differences tend to lead to communication problems. If the people involved are
not aware of the potential for such problems, they are even more likely to fall victim to them,
although it takes more than awareness to overcome these problems and communicate
effectively across cultures.

6. Poor Listening Skills:

A common obstacle to communication is poor listening skills. The various distractions that
hinder listening can be emotional disturbances, indifference, aggressiveness and wandering
attention.
Sometimes, an individual is so occupied in his own thoughts and worries that he is unable to
concentrate on listening. If a superior goes on shifting the papers on his desk while listening to
his subordinate, without making eye contact with the latter, he pays divided attention to the
speaker’s message. This divided attention adversely affects the superior – subordinate
relationship, besides distorting the communication.
7. Noise:
Noise interferes greatly in the transmission of signals. Noise is any unwanted signal
which acts as a hindrance in the flow of communication. It is not necessarily limited to
cacophony, but can also occur in visual, audio-visual, written and physical forms. All these
forms of noise communicate irrelevant matter which may allay the receiver’s interest in the
message, even irritate him.
Technical or physical noise refers to the din (sound) of machines, the blare of music
from a stereo system, or other such sounds which make the task of the listener difficult.
Human noise can be experienced when, for instance, employees gather for a meeting and a
member arrives late distracting everybody’s attention. Disturbance in telephone lines is also
an example of technical noise.
Q.4. Explicate various Organizational barriers of communication.

Organizational Barriers:
Communication barriers are not only limited to an individual or two people but exist in entire
organizations. Every organization, irrespective of its size, has its own communication
techniques, and each develops its own communication network. Irrespective of size, all
organizations have communication policies which describe the protocol to be followed. It is
the structure and complexity of this protocol that usually causes communication barriers.

The main organizational barriers are enumerated below:

1. Too many Transfer Stations
2. Fear of Superiors
3. Negative Tendencies
4. Use of Inappropriate media
5. Information overload

1. Too many Transfer Stations:

The more links there are in a communication chain, the greater are the chances of
communication failure. The message gets distorted at each link not only because of poor
listening or lack of concentration, but also because of several other reasons. Some employees
may filter out a part of the message which they consider unimportant. Whatever the reasons
for filtering or distorting the message, having too many transfer stations is always a deterrent
to effective communication and should be avoided. Transfer stations do serve a purpose, but
having too many of them proves counterproductive.
2. Fear of Superiors:
In rigid structured organizations, fear of the superiors prevents subordinates from speaking
frankly. An employee may not be pleased with the way his boss works but is unable to put his
point across because of losing the good will of his boss. As a supervisor, it is essential to create
an environment which enables people to speak freely. An open environment is conducive to
increasing the confidence and good will of a communicator. To avoid speaking directly to their
boss, some employees may either shun all communication with their superiors or, at the other
extreme, present all the information that they have. This is because they feel that they would
be viewed in unfavourable light if they left out some vital information. In written
communication, this results in bulky reports where essential information gets clubbed with
unimportant details. Such unfocussed messages result in a lot of time waste. Such practices
need to be eliminated by superiors to ensure that communication flows effectively in their
organizations. Moreover, by encouraging active participation from their subordinates, senior
officers pave the way for more ideas, resources and solutions to come forth from their juniors.

3. Negative tendencies:
Many organizations create work groups. While some groups are formed according to the
demands of the task, such as accomplishing a particular project, many other small groups are
also formed for recreational, social, or community purposes. These groups may be formal or
informal, and generally consist of people who share similar values, attitudes, opinions, beliefs,
and behaviour. Nevertheless, on some occasions, it is possible to have communication barrier
due to a conflict of ideas between members and non-members of a group. Such conflicts pave
the way for negative tendencies in an organization. Once these negative tendencies develop,
they create barrier in inter-personal communication.
However, good managers can take advantage of these situations by considering these groups
not as troublemakers, but as re-enforcers of the organization’s objectives and values.
Experienced administrators can even make these groups organize orientation sessions for new
recruits, thereby projecting the corporate’s image.
4. Use of Inappropriate Media
Some of the common media used in organizations are graphs and charts, telephones, facsimile
machines, boards, e-mail, telephones, films and slides, computer presentations,
teleconferencing, and video conferencing. While choosing the medium you should keep in
mind the advantages, disadvantages and potential barriers to communication before sending
a message, you should consider the following factors while choosing a medium:
• Time
• Cost
• Type of message
• Intended audience

Usually, a mix of media is best for effective communication. For example, a telephone call to
book an order, followed by a confirmatory letter ensures that there is no possible
misunderstanding of the message.

5. Information Overload:
One of the major problems faced by organizations today is the availability of huge amounts of
data which the receiver is unable to handle effectively. This is known as information overload.
The usual results of information overload are tiredness, disinterest, and boredom. Under
these circumstances, further communication is simply not possible.
Very often, vital, relevant information gets mixed up with too many irrelevant details, and
therefore goes ignored by the receiver. Thus, the quality of the information is much more
important than the quantity.
 To reduce information overload in an organization, screening of information is mandatory.
Messages should be directed only to those people who are likely to benefit from the
information. Major points should be highlighted, leaving out all irrelevant details. This kind of
screening will be appreciated by all and can reduce the problem of information overload to a
great extent.

We have observed that communication falls into two categories: either it is successful or it is
not successful. Bearing in mind the possibilities and reasons for communication failure, we can
take preventive measures to avoid these barriers.

Q.5. What do you understand by 7Cs of communication? Elaborate

The 7 Cs of Business / Technical Communication (Features of Technical Communication):

These are same as features of Technical Communication but in the form of Cs, which are as
following:

1. Correctness
2. Conciseness
3. Clarity (Be Clear)
4. Courtesy (Be courteous)
5. Consideration (You attitude)
6. Concreteness (Be convincing)
7. Completeness

1. Correctness
Correctness of both – the expression and the information should be followed.
While writing a business letter, the principle of correctness should be followed. The writer
must ensure correctness in his tone, format and information that he provides in the letter.
The facts mentioned must be true and correct. Grammatical structures and spellings
should be correct.

2. Conciseness
Use only necessary details and short sentences. Be direct and avoid long redundant
(lengthy & unnecessary) expressions.
Use the “Keep it short and simple” formula.
3. Clarity (Be clear)
One has to be clear and specific in their letter. The words used should be unambiguous
and not vague (unclear). Avoid giving abstract (summary) information.
Eg. Instead of ‘visualize’, use ‘see’. Instead of ‘at the present time’, write ‘now’. Instead of
using ‘the website is now fully operational with the e-commerce functionality setup’, write
‘the company has launched its website’.

4. Courtesy (Be courteous)

Be courteous and polite. Avoid making negative statements and an accusatory tone
accusing the recipient. eg. Instead of writing, “You did not send the cheque”, use “The
cheque wasn’t enclosed.” Even if you are writing a complaint letter, your tone must be
polite and courteous at all times.

5. Consideration (You attitude)

Try to visualize your reader’s circumstances, problems, emotions, their desires etc. and
indicate that you understand these by using your words with care. If you are writing a
sales letter, show the recipient how the product would be beneficial for them. When you
write with consideration, you generate goodwill.

6. Concreteness (Be convincing)

A good business letter always provides concrete information (specific information). Eg.
Instead of saying, “I expect the consignment/order to reach me at the earliest”, use “I
expect the order to be delivered to me by 21st March, 2013.

7. Completeness
Provide complete information in the letter. Whatever information has been asked and
whatever information you want to get should be clearly mentioned.