Page 9 - DENG102_COMMUNICATION_SKILLS_II

Communication Skills-II

notes include physical ailments or handicaps. It is also because of individual skills in receiving
and transmitting information, which would include poor listening and improper reading
skills and adverse psychological conditions.
5. Cross Cultural (geographic) barriers: Culture is a shared set of values and attributes of a
group. The communication barriers are also seen because of time, geographic locations,
and the effects of time upon reception of the message and other cross cultural factors.
6. Physical Barriers/Channel and media barriers: The effectiveness and accuracy of
communication is also affected by the physical barriers like distance, noise or channel and
the media used in the process. In this category, problems that confront the media used in
the process. In this category, problems that confront the issue of how best to communicate
a message are included.

Example: It is best to transmit a message face-to-face rather than in writing.
7. Technological barriers: They are barriers which arise due to technological advancements
in the field of communication. Technology generates lot of information, which is beyond
the capacity of the recipient. Further, the media advancements on account of technological
process increase the barriers.

The ideas and massage have to reach from the transmitter to receive in the same sense. If it does
not happen, it is on account of barriers in communication.



Caselet outsourcing Backlash Gets abusive and ugly
“ don’t want to speak to you. Connect me to your boss in the US,” hissed the American
on the phone. The young girl at a Bangalore call centre tried to be as polite as she could.
I another call centre, another day, another young girl had a Londoner unleashing
t
A
himself on her, “Young lady, do you know that because of you Indians we are losing
jobs?”
The outsourcing backlash is getting ugly. Handling irate callers is the new brief for the
young men and women taking calls at these outsourced job centres. Supervisors tell
them to be ‘cool’. Avinash Vashistha, managing partner of NEOIT, a leading US-based
consultancy firm says, “Companies involved in outsourcing both in the US and India are
already getting a lot of hate mail against outsourcing and it is hardly surprising that some
people should behave like this on the telephone.” Vashistha says Indian call centres should
train their operators how to handle such calls.

Indeed, the furore raised by the Western media over job losses because of outsourcing has
made ordinary citizens there sensitive to the fact that their calls are being taken not from
their midst, but in countries such as India and the Philippines.

The angry outbursts the operators face border on the racist and sexist, says the manager of
a call centre in Hyderabad. But operators and senior executives of call centers refuse to go
on record for fear of kicking up a controversy that might result in their companies’ losing
clients overseas.
“It’s happening often enough and so let’s face it,” says a senior executive of a Gurgaon call
centre, adding, “This doesn’t have any impact on business.”
Source: Hindustan Times, December 21, 2003, New Delhi.

4 lovely Professional university