GROUP ASSIGNMENT

TECHNOLOGY PARK MALAYSIA

MPU 3272 WPC

Workplace Professional Communication Skills

NPT2F2409IT

Cover page
HAND OUT DATE: 18 December 2024

HAND IN DATE: 20 February 2025

GROUP: “D”

GROUP TOPIC: Communication at workplace

Submitted By:

Student Name APU Number

Aim Kumar Yonjan NP069653
Hemraj Budha NP069673
Nischal Sharma NP069713
Sabin Shrestha NP069746
Sujal Shrestha NP069768
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Abstract
The study explains how crucial good communication is to creating a successful and healthy
working environment Its three main fields of research include interpersonal communication,
communication barriers, and the general significance of an uninterrupted flow of information. By
pointing out such barriers as geographical distance, psychological stress, cultural diversity,
technological constraints, and inflexible organizational structures, the study emphasizes how
verbal and nonverbal styles of communication promote teamwork, trust, and organizational
culture. If left unaddressed, these barriers result in miscommunications, decreased output, and
disengaged workers.

The results provide evidence of the applicability of forward-thinking communication strategies

to employee communication, conflict resolution, and organizational performance like open
dialogue, cultural diversity workshops, and technological integration. Businesses can construct
an integrated, innovative, and robust workplace by removing barriers to communication and
fostering positive behavior. In a position to work efficiently and guarantee workers satisfaction
in the midst of vibrant work environments, this study concludes with practicable suggestions to
improve communication mechanisms.
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Table of Contents

Cover page........................................................................................................................................i

Abstract............................................................................................................................................ii

Table of Contents...........................................................................................................................iii

Introduction......................................................................................................................................1

Content.............................................................................................................................................1

Interpersonal Communication (Nischal Sharma NP069713)......................................................1

Definition.................................................................................................................................1

Importance of Interpersonal Communication..........................................................................1

Role of verbal and non-verbal communication:......................................................................1

Techniques for improving interpersonal communication........................................................2

How interpersonal communication fosters team collaboration...............................................2

The impacts of effective interpersonal communication on workplace culture........................2

Discussion with Evidence........................................................................................................2

Critical Analysis......................................................................................................................3

Barriers to Communication( Sabin Shrestha NP069746)............................................................3

Types of Communication Barriers...........................................................................................4

Discussion with Evidence........................................................................................................5

Critical Analysis......................................................................................................................5

Importance of Communication in the Workplace (Aim Kumar Yonjan NP069653)..................6

Enhancing Productivity and Efficiency...................................................................................6

Improving Employee Engagement and Morale.......................................................................6

Facilitating Conflict Resolution...............................................................................................6

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Building Trust Within Teams..................................................................................................6

Contributing to Organizational Success..................................................................................6

Discussion with Evidence........................................................................................................6

Critical Analysis......................................................................................................................7

Critical Analysis of Communication Issues ( Hemraj Budha NP069673)..................................7

Real World Scenario: Ncell Nepal..........................................................................................7

Key Communication Failures:.................................................................................................7

Analysis of the Communication Failures................................................................................8

How Ncell Company can Address these Challenges:..............................................................8

Group Activity Reflection (Sujal Shrestha NP069768)...............................................................9

Overview of the Activity.........................................................................................................9

Key Takeaways and Lessons Learned...................................................................................10

Conclusion.....................................................................................................................................11

References......................................................................................................................................11

Appendix........................................................................................................................................12

Workload Matrix.......................................................................................................................12

Microsoft Forms Questionnaire.................................................................................................12

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Introduction
A Effective communication is the success factor of a good working environment. It helps in
passing information correctly, following instructions, and collaboration. Communication is
important in the workplace since it ensures teamwork, productivity, and harmonious employee
relations. This report delves into three elements of communication; interpersonal interactions,
among colleagues; obstacles that may impede clear communication effectiveness like distance or
cultural disparities; and the general significance of communication in a work environment, for
optimal functioning and productivity. Any workplace which aims to achieve success depends on
effective communication to support smooth team collaboration and handle conflicts and maintain
operational efficiency. The fundamental role of interpersonal communication system both verbal
and non-verbal ensures that employees relate positively with each other while tasks experience
efficient completion. Multiple communication impediments comprised of physical detachment
alongside cultural disparities and psychological elements create difficulties for information
exchange which eventually produces confusion as well as work production decline.
This report investigates workplace communication approaches while discussing human
interaction methods alongside obstructional factors that surface during work environments. This
paper carefully evaluates communication effectiveness while sharing concrete organizational
methods to deal with communication barriers. A group exercise evaluating communication
barriers and resolution methods will serve as the basis for practical understanding of this
fundamental topic.
This report studies workplace elements to demonstrate professional environment importance and
proposes recommendations for creating efficient cohesive workplaces.
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Content
Interpersonal Communication (Nischal Sharma NP069713)
Definition
Mutual sharing of personal thoughts with feelings and ideas and information characterizes
interpersonal communication between people. Communication through verbal and non-verbal
channels offers individuals two distinct avenues to convey messages which include spoken
words along with bodily communication and vocal intensity and gaze exchange.

Importance of Interpersonal Communication

Team members achieve better idea and information exchange through effective communication
processes. The result creates better collaboration between team members together with improved
teamwork relationships. Communication accessibility between employees enables them to create
joint problem solutions and distribute work efficiently as well as provide assistance for
overcoming obstacles. The result improves both productivity levels and team outcome
performance.

Role of verbal and non-verbal communication:

 Clarifying Information: Through verbal communication people deliver messages in a
direct manner that enables others to grasp their meaning. The workplace function allows
people to request clarifications and obtain better understanding of what is being
transmitted. The delivery of instructions goals and expectations in a plain manner
constitutes the essential role of verbal communication to decrease ambiguity.
 Conveying Emotions and Attitudes: Through non-verbal methods people express their
feelings about empathy alongside their levels of excitement and frustration. Non-verbal
communication effectively shows what emotions exist underneath the things said.
Through non-verbal cues which include facial expressions and voice tone together with
body movements managers can learn about the emotional meaning of any ongoing
dialogue. A person displaying a smile reveals friendly intentions whereas furrowing the
brow signals both confusion and concern.
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Techniques for improving interpersonal communication

Active listening involves truly hearing the speaker, understanding their message, and responding
thoughtfully. It fosters common ground, encourages participation, and builds trust within teams.
This approach minimizes misunderstandings by requiring full attention and reflective feedback.
For example, during a meeting, a manager maintains eye contact and paraphrases a team
member's statement to ensure clarity before offering feedback.

How interpersonal communication fosters team collaboration

Communication establishes trust. In a team, this mistake occurs naturally. When trust is present,
individuals are less likely to feel fear or apprehension about what the other person may think.
When trust exists between the teammates working together, they will be more open to
collaborating. This trust brings a togetherness where everyone feels important and part of the
group.

The impacts of effective interpersonal communication on workplace culture

When a workplace encourages effective communication, the atmosphere becomes inclusive and
everyone feels welcomed. When coworkers engage with each other in a thoughtful, open way,
they feel more engaged with their work and coworkers. This ability to connect allows for more
collaboration, shared experiences and innovation. When employees share their opinions and
ideas in the workplace, they feel included in a wider organizational community.

Discussion with Evidence

Studies show that effective interpersonal communication in a work environment is good for
success. Gilley et. al. (2015) asserts that an organization that encourages communication
achieves 20-25 % increase in productivity. This shows how improved communication not only
builds internal relationships but also leads to improved outcomes for the organization.
Examples from real life show this works great. As an illustration, the innovative culture at
Google owes much to the company’s emphasis on communication and transparency. Google’s
approach involves encouraging feedback and open sharing of ideas and solutions, and facilitating
collaboration across all levels and departments in the company. This culture of open
communication has played an important role in Google emerging as one of the most innovative
companies globally.
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As per the data provided by McKinsey & Company, in connected workplaces, employees
reported job satisfaction by 25%. It emphasizes how essential it is for companies to have clear
and reachable communication to improve engagement, retention, and overall company
performance.

Critical Analysis
However, ineffective interpersonal communication will adversely affect workplace culture and
workplace environment. Poor communication can lead to misunderstandings, disagreements,
and confusion between employees. These problems can create distrust and frustration and lower
morale, which can lead to disengagement, poor productivity and higher turnover.
When messages have poor clarity it creates mistakes and inefficiencies. For instance, when
employees are confused about expectations, they may make mistakes, miss deadlines, and
disengage. According to the Society for Human Resource Management (SHRM), organizations
lose an estimated $37 billion a year due to the cost of communication barriers. When these
barriers are present, mistakes, delays and drop-off in engagement will happen. In fact, according
to the Society for Human Resource Management (SHRM), communication barriers cost
organizations $37 billion a year.
Moreover, it can cause personal conflict that impacts a group’s overall dynamic and teamwork. If
communication is not a core value in a workplace, employees may feel isolated or unsupported.
This can negatively affect teamwork, creativity, or problem solving.

Barriers to Communication( Sabin Shrestha NP069746)

While the effective communication can be very important in daily life, in the workplace and in
organizations, sometimes the clear information sharing can be very complicated by barriers.
Some such hurdles are physical noise or distance, for example or mental stress or worry, for
instance or cultural the miscommunication that ensues from cultural differences or technological
because of the technology itself not working or it not being possible to communicate efficiently
due to distance, or other reasons or specific workplace rules that prohibit communication. As
such, these obstacles will result into misunderstandings, errors, disputes if not addressed and it
will make collaboration more difficult. Therefore, it’s important to deal with these hurdles and
find how to facilitate more understanding and collaboration by improving communication.
(Prezentium, 2024)
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Types of Communication Barriers

 Physical Barriers: The human ability to communicate efficiently faces challenges from
physical obstacles in our environment. Office design alongside geographical distance
together with noise levels along with environmental elements involving dim lighting and
malfunctioning communication devices serve as physical barriers to efficient
communication. Closed office spaces including cubicles along with insufficient internet
access in remote locations cause communication breakdowns to occur regularly. Open-
plan offices foster collaboration despite the negative impact that physical division has on
forming spontaneous workplace interpersonal relationships according to
scientific studies.
 Psychological Barriers: Psychological obstacles emerge from individual emotional
reactions and personal beliefs plus psychological framework that affects the effectiveness
of communication. Emotions like stress and anxiety along with assumptions have the
potential to distort messages between staff members while employees refuse to express
their concepts due to concerns about criticism. The research shows that anxiety causes
impaired cognitive abilities and mental confusion. The combination of mental health
support within a company alongside supportive communication methods enables
successful management of such psychological challenges.
 Cultural Differences and Their Impact on Communication: A variety of workspaces
show cultural barriers because of their differences in language practices and their
organization standards as well as their communication expectations and their cultural
values. The misinterpretations occur because of etiquette discrepancies as well as
hierarchical systems and verbal and nonverbal communication signals. Culture in Asian
societies chooses indirect message delivery yet Western-style direct communication
appears impolite to Asian professionals. The evaluation of cross-cultural training
programs shows that businesses get better workplace communication through the
elimination of cultural barriers.
 Technological Barriers in Remote or Hybrid Work Environments: The increasing
technology dependence creates obstacles in distant and hybrid communication methods.
Work-related communication effectiveness diminishes because of insufficient internet
connectivity and incompatible digital systems and delayed feedback along with worker
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fatigue due to technology use. According to research the absence of proper education
about digital communication tools leads workers to perform worse in their duties and
participate less at work. The good practice of delivering digital literacy training and
developing user-friendly systems will lower most obstacles in these situations.
 Organizational Structure and Its Effect on Communication Flow: A comprehensive
hierarchical structure creates frequent information obstacles thus slowing down
operations and reducing efficiency. Under bureaucratic companies with excessive
administration bottlenecks develop yet flat organizational structures maintain more
accessible communication for all staff. My research shows that open-door management
combined with decentralized choices enhances employee connection with the
organization and promotes the spread of information. Businesses implement agile
communication methods to encourage staff creativity together with teamwork.
(Prezentium, 2024)

Discussion with Evidence

Studied examples combined with research data show the negative influence that communication
problems create in workplace settings. Harvard Business Review research showed that open
communication procedures in businesses lead to a 25% increase in productivity. A multinational
institution implemented cultural sensitivity training which produced 30% less miscommunication
between employees on international teams. Research data shows sophisticated communication
technology implementation results in 40% improvement of workplace teamwork. Workplace
communication issues create problems in Nepalese professional environments. According to
public administration research one-way communication reduces both work engagement and
operational efficiency. The lack of quality internet access in IT operations creates major
challenges for implementing virtual collaboration systems.
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Critical Analysis

To minimize obstacles in communication organizations need to establish strategic measures for

implementation. Organizations should implement training that helps employees learn better
methods to handle cultural along with psychological communication barriers. Organizational
hierarchies become less dangerous when a corporation creates a transparent environment to
support truthful communication. Modern technology tools incorporating AI abilities create
solutions which eliminate distance-based communication obstacles in distant workplaces.
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Importance of Communication in the Workplace (Aim Kumar Yonjan

NP069653)
Enhancing Productivity and Efficiency

By ensuring employees know their place, effective communication minimizes

miscommunications and errors. Effective communication enables team’s members to exchange
information, assigns duties, and fix problems efficiently. Workflow is made efficient and
productivity is enhanced as a result (Guffey & Loewy, 2021).

Improving Employee Engagement and Morale

An open, welcoming environment where staff members feel heard and appreciated is fostered by
effective communication. Positive work environments result from leaders that give candid
feedback and support, which increases employee motivation, job satisfaction, and general
involvement (Robbins & Judge, 2020).

Facilitating Conflict Resolution

Conflicts at work usually arise due to inadequate communication. Employees can air their
concerns, comprehend opposing views, and resolve disputes peacefully if there is open and
sincere communication. Effective conflict resolution strengthens cooperations and teamwork.

Building Trust Within Teams

To be productive, there has to be trust in a work environment. Employees who speak openly and
often are likely to establish strong bonds with managers and peers. Ongoing open exchange of
information encourages responsibility and trust among team members.

Contributing to Organizational Success

Effective communication skills guarantee that the employees share the company’s objectives and
goals. Clear communication from the leadership guarantees decision-making, collaboration, and
innovation are all improved and are all elements that contribute to the success and growth of the
business.

Discussion with Evidence

We will analyze articles and case studies in organizational communication to back our claims.
Based on studies, organizations with effective internal communication have improved teamwork,
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staff retention, and performance. We will examine real-life scenarios of companies that used
communication strategies to enhance productivity.

Critical Analysis

The adverse effects of poor communication on the work environment shall be explained in detail.
We will deal with problems such as low morale, misunderstandings, decreased productivity, and
staff dissatisfaction. The study shall also explain how to overcome communication barriers, such
as feedback mechanisms, active listening and clear message.

Critical Analysis of Communication Issues ( Hemraj Budha NP069673)

Any Organization needs effective communication to operate smoothly particularly when
operating in complex high-stakes environments. Lack of effective communication produces
confusion which brings about misunderstanding that produces delays diminishing productivity
along with life-threatening system failures. We will analyze real-world examples where
communication failures created substantial problems for organizations alongside their
approaches to strengthen their communication infrastructure. The situation illuminates why
companies need to master their communication functions while showing their methods for
solving communication problems. (Sharma, 2023)

Real World Scenario: Ncell Nepal

When Ncell attempted to introduce 4G services in Nepal they encountered communication

problems that caused service dissatisfaction among customers and service disruptions. Several
issues arose because departments failed to share information properly, customers received
unclear details about service access and the company did not provide full transparency when
responding to customer complaints. (Sharma, 2023)

Key Communication Failures:

 Internation Miscommunication: The marketing team at Ncell pushed 4G services

through their promotional efforts while technical delays confused what location received
network implementation.
 Unclear Customer Communication: Customers felt dissatisfied and lost faith in the
company because the company failed to provide precise details about both 4G rollout
dates and its coverage zones.
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 Failure to address Customer Complaints Promptly: Customer service experienced

massive complaint volume while handling slow response times due to which they gave
unclear responses that made existing customer dissatisfaction worse.
 Lack of Coordination between Teams: Inner-company communication between
departments resulted in inconsistent messages provided to customers thus affecting
Ncell’s public image and clarity.

Analysis of the Communication Failures

The communication failures led customers to become dissatisfied and interfered with 4G services
implementation success. Multiple essential problems emerge from the company’s
communications approach which include:

 Poor Internal Coordination: Misalignment between departments creates customer

confusion in both internal and external settings.
 Inadequate Customer Communication: When customers do not receive simple and
coherent information, they become frustrated, so their trust suffers consequently.
 Slow Response to Issues: Past or delayed responses to customer complaints decrease
both the company’s market reputation along customer trust.

How Ncell Company can Address these Challenges:

 Enhance Cross Department Communication: Ncell should create an organized process

that allows marketing staff to share information with both technical and customer service
departments. The scheduling of regular meetings between departments enables the
sharing of accurate and latest information regarding service releases between all teams.
The implementation of clear communication systems between departments will stop
miscommunications from occurring while establishing matching service messages to
actual availability.
 Transparent Customer Communication: Ncell should enhance trust with customers by
sending precise and immediate updates which will reach them through SMS systems
alongside mobile applications and social media services. Clients should receive alerts
before the start of service and learn about network coverage regions together with
possible service interruptions. Through clear communication, Ncell can achieve
controlled expectations from clients while decreasing their levels of frustration.
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 Improved Customer Support: All customer agencies must achieve proper training to
efficiently manage complaint resolutions. Ncell needs to make an investment that enables
its support team agents to become experts on the 4G deployment and provides them with
complete troubleshooting methods as well as correct responses to customer questions.
Customer satisfaction increases when customer problems are solved quickly through
effective resolution processes. (Sharma, 2023)
 Feedback Mechanisms: Ncell needs to establish structured feedback mechanisms that
incorporate online surveys together with live chat support and complaint tracking systems
to detect recurring problems in an early manner. Through analysis of customer feedback,
Ncell can enhance its service quality by developing improvements in addition to taking
proactive measures against developing problems.

Group Activity Reflection (Sujal Shrestha NP069768)

During our research, on interactions and communication practices, for our project workgroup
activity we organized an experiment to delve into communication tactics and pinpoint potential
obstacles that may surface in a business environment setting. We structured the session around a
role-playing task in which the team members were split into groups simulating office scenarios
including team meetings and project negotiations while also focusing on conflict resolution
strategies.

Overview of the Activity

Three parts were the structure of the activity:

 Scenario Based Communication: Every team got a workplace scenario, such as a

manager giving feedback to an employee, a group brainstorming session or a conflict
between two coworkers. Participants must communicate as effectively as they can to
solve the problem.
 Barriers Identification: First, they discussed the communication barriers they
experienced after role-playing, including ambiguous directions, wrong perception of the
tone, or interference from technology such as a camera beeping.
 Reflection and Solutions: Last, the groups compared how to avoid those obstacles and
the main conclusions.
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All things considered, exercise reinforced the value of courteous, transparent, and flexible
communication techniques while offering a useful lesson in professional communication in real-
world working scenarios. Organizations may promote a more productive and cooperative work
environment by identifying and removing communication impediments.

Key Takeaways and Lessons Learned

Effective workplace communication is not simply speaking but hearing as well in order to avert
any potential miscommunication since participants came to understand during the session. Team
members indicated verbal communication as the most important mentioning that facial
expressions and body language are significant in successful transmission of messages. There are
also problems, in terms of varied languages, within the team. There were members who pointed
out that varied communication styles depending on cultures often led to miscommunications.
Technology is a part of, our lives—it accelerates communication. It can also cause delays when
technology fails.
Simple and clear communication leads to higher productivity. Teams who used the practice of
structured messaging were able to get work done efficiently compared to teams with fuzzy or
extremely complex communication. The exercise shed light on communication, in the workplace
and revealed the significance of respectful and clear communication practices that could be
adapted for any given situation to fit suitably." Identification and overcoming communication
barriers enable organizations to create a team-based working culture.
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Conclusion
Effective and harmonious working conditions depend on effective communication. It promotes a
good corporate culture and increases productivity, trust, and cooperation. Communication is,
however, obstructed by barriers like cultural differences, technological issues, and bureaucratic
organizational structures, resulting in miscommunications and inefficiencies. These barriers
must be removed through the utilization of feedback systems, active listening skills, and open,
transparent communication skills. To increase worker engagement, settle disagreements, and
obtain organizational objectives, businesses must place a high level of priority on open
communication, cultural sensitivity education, and technological uptake. Businesses can
construct a unified, creative, and productive work setting that fosters long-term prosperity by
removing barriers to communication and encouraging effective communication skills.

References
Sharma, R., 2023. Challenges faced by Ncell during the rollout of 4G services in Nepal. Nepal Telecome
Journal.

ResearchGate. (2023). Nepali IT Employees' Perception towards Telecommuting: A Qualitative

Study. Available at

Prezentium. (2024). Barriers to effective communication: 14 common barriers and strategies to

overcome them. Retrieved February 20, 2025, from https://prezentium.com/barriers-to-effective-
communication/1

Robbins, S. P., & Judge, T. A. (2020). Organizational behavior (18th ed.). Pearson Education.

Guffey, M. E., & Loewy, D. (2021). Essentials of business communication (11th ed.). Cengage
Learning.
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Appendix
Workload Matrix
Student Allocation of Work Signatures

Aim Kumar Abstract, Importance of Communication in

Yonjan the Workplace

Sujal Introduction, Group activity reflection

Shrestha

Hemraj Critical analysis of Communication Issues.

Budha Microsoft Forms Questionnaire

Nischal Interpersonal Communication, Conclusion

Sharma

Sabin Barriers to Communication,

Shrestha

Microsoft Forms Questionnaire

https://forms.office.com/Pages/ResponsePage.aspx?
id=DQSIkWdsW0yxEjajBLZtrQAAAAAAAAAAAAMAAF4BJ0VUQUQwTFgyWkxVVENI
S1RPUDNEMVBRS0xJMC4u