Q1 Conflict can happen for a variety of reasons and when it does, it becomes a

barrier to effective communication. The nature of the conflict is not necessarily

important, what is important is working to resolve the conflict. When conflict is not
eradicated, it grows and then people begin to take sides, which further impedes
effective communication. Effective communication can be seriously disrupted due
to barriers. There are many potential barriers that present in our daily lives. We
have to be vigilant and observant and attempt to overcome them, so as to make
communication more effective.
1.1 Discuss 5 (five) barriers to communication by applying it to a specific work
environment e.g. a bank, a financial consultancy, Bank consultant or any corporate
organization. In your discussion, and based on external research, name and
explain the barrier, and provide an industry example. (20 Marks)
Communication is considered the lifeblood of a business since it aids in the exchange of
information, ideas, and feedback that is important for success. Yet various causes have
caused the businesses face some barriers against actual communication in the corporate
world, including financial consultant firms. Here, we take into consideration five frequent
barriers to communication encountered within such companies and look at techniques by
which they might be overcome.
First, semantic obstacles will inhibit communication in organizations engaging in financial
consultancy. Semantic obstacles occur when the meaning intended to be expressed by
utilizing specific words or phrases is not fully comprehended. In this example, a consultant
could utilize some specialized financial jargon and not notice the fact that his customer
does not grasp them. Organizations could arrange training towards enhancing
employees' communication skills and always ensure that staff speak to their clients in
clear and straightforward language.
“Most interpretation problems occur because people ascribe different connotative
meanings to a word.” ( A. Newman, 2016)
In a multicultural business environment, cultural barriers remain one of the most
vulnerable challenges. Variances in communication styles, norms, and expectations
cause misinterpretations and consequently disputes. For instance, consultants from
cultures that believe in the unconstrained philosophy of outspoken communication may
insult colleagues who prefer to have their views communicated subtly at times.
Cultural barriers can be eliminated at their finest only through cross-cultural training
programs to allow vivid understanding of each culture and sensitivity by the personnel,
and an open discourse that closes all communication gaps. In his Qoura.com answer, P.
Larkin (2012) claimed to communicate there must be a speaker and a listener. Unless the
audience hears your thoughts and correctly perceives them, there is minimal likelihood of
a response. A response is confirmation of communication.
Source: https://www.quora.com/What-is-the-physical-barrier-to-effective-communication
Accessed 05 March 2024
Physiological constraints, however, such as distance, noise, or technical problems, may
impede the communication flow of personnel in financial consultant organizations. The
example of a physical barrier that has the worst effect is noise; this will always be a barrier
to effectiveness in consultation, but when the workers in different offices use electronic
communications connected between the offices, noise will be a lesser problem since
effective consultation will be made among the different offices.
In office environments, noisy surroundings have been reported to inhibit effective
communication among workers, whether within a team context or through electronic
communications among workers in other offices connected digitally. This can only be
achieved if the firm invests in current communication technologies, develops clear
communication rules, and creates a pleasant working atmosphere for proper
communication.

Fourth, there are psychological barriers based on individual perceptions, biases,

emotions, or attitudes that may inhibit communication within business settings. Stress or
worry at work may prompt a consultant to respond through defensive communication or
unwillingness to offer ideas in the public realm in high-stress financial consultancy
organizations. Moreover, unconscious psychological obstacles affect how feedback is
delivered and received, leaving gender and age as major variables.
Psychological barriers must be addressed through the well-being of employees and
mechanisms that businesses provide in the form of aid, advice, and direction,
counseling/coaching, while at the same time encouraging diversity and inclusion
programs geared at unconscious biases. Billionaire Waren Buffet stated a really striking
citation:
“If you can't communicate, it's like winking at a girl in the dark -- nothing happens.” (W.
Buffet,1970)

Finally, the technology barrier is one that might operate as an impediment to the process
of efficient communication in financial consultant firms owing to issues in communication
tools or platforms. In this regard, hitches may be experienced, or there may be difficulties
linked to data vulnerability and privacy violation that could hinder the workers from sharing
critical information online when video conferencing software is used. The approach to
combat this is by having a communication technology training infrastructure with human
resources taught on how to use communication technology while keeping up with
security-related changes that are important to preserve sensitive information.

In short, excellent communication is the lifeblood of success for a financial advisory

organization; nonetheless, various impediments can interpose themselves between the
process. A corporation that recognizes and alters the semantic, cultural, physical,
psychological, and technological hurdles to its efforts in generating communication will
develop an open climate that introduces collaboration and innovation. Understanding
these barriers and how they apply uniquely to the field of finance, those organizations
specialized in consultation can work to better boost client happiness while at the same
time creating staff engagement and sustainable growth within an ever more competitive
market climate.
Q2: Nonverbal Communication can be sometimes confusing. 2.1 By way of external
research explain how intercultural communication may play a role in the different
meanings of non-verbal communication worldwide in a multi-national company
such as Suzuki or Unilever. (20 Marks)
Unilever is a British multinational fast moving consumer products firm that opened its
doors in 1929, created by Margarin Unie in conjunction with William and James Lever
whereas Suzuki is a Japanese multinational mobility manufacturer founded in 1909 by
Michio Suzuki. In the increasingly globalized world of business, multinational corporations
like Suzuki and Unilever are faced with the difficulty of managing diverse workforces and
working across multiple cultural settings.

One area where cultural differences have a big effect is in the interpretation of non-verbal
communication. Here exploration is done on how intercultural communication effects the
understanding of non-verbal cues in multinational corporations.
Non-verbal communication involves gestures, facial expressions, body language, and
other subtle indicators that convey meaning beyond spoken words. However, the
interpretation of these cues might vary greatly among cultures, leading to possible
misunderstandings and miscommunications in global businesses.
Firstly, gestures and body language carry diverse meanings in distinct cultural contexts.
For instance, whereas a handshake is a traditional welcome in Western cultures, a bow
or a nod may be more suitable in some Asian cultures (Hofstede, 1980). Additionally, the
meaning of gestures such as pointing or beckoning can differ greatly among cultures,
altering how messages are transmitted and perceived. In multinational companies like
Suzuki, where there are more bowing clienteles than handshaking ones, employees from
other cultures sometimes struggle to show this act of respect unknowingly.
Facial expressions, another form of non-verbal communication, are viewed differently
among cultures. While a smile is commonly interpreted as a gesture of enjoyment or
friendliness, its meaning can vary. In some Eastern cultures like Japan, smiles may also
be employed to cover unpleasant feelings or discomfort, leading to potential
misinterpretations in multinational organizations (Matsumoto, 2006). Western society
concentrates more on smiles so Unilever personnel may do so to attract and please
clients, Suzuki staff on the other hand tend to be more careful since such facial
expressions can be misread easily in their area.
Furthermore, cultural conventions regarding personal space and proximity during
conversation vary internationally. In some cultures, people may feel comfortable standing
closer to each other during conversations, while in others, more personal space is
desirable (Hall, 1966). Understanding and accepting these cultural differences is vital for
developing rapport and avoiding discomfort in global work contexts.
Silence and pauses in communication also convey various connotations among cultures.
While silence may be viewed as agreement or attentiveness in some cultures, it can imply
discomfort or disagreement in others (Gudykunst & Ting-Toomey, 1988). For example, in
Japanese culture, silence is typically considered as a show of respect and thoughtfulness,
yet in Western countries, it may be perceived as awkward or indicative of disinterest. A
Japanese employed in a western firm like Unilever can be very much misinterpreted with
such silent pauses, and the opposite is true for a British recruited in Japan and just would
not pause to listen to a prospective client.
Moreover, cultural differences in hierarchy and power dynamics influence communication
styles and non-verbal indications inside global firms. In societies with strong hierarchical
systems, there may be increased focus on formalities and deference to authoritative
figures. This can show in non-verbal indicators such as bowing or avoiding direct eye
contact. In contrast, in cultures with flatter organizational structures, communication may
be more casual and egalitarian (Trompenaars & Hampden-Turner, 1997).
In conclusion, intercultural communication plays a key role in determining the
interpretation of non-verbal communication in global organizations like Suzuki and
Unilever. By fostering cultural understanding, sensitivity, and providing cross-cultural
training, these firms can build inclusive work environments where people from varied
backgrounds may effectively collaborate, communicate, and prosper. Understanding and
overcoming cultural differences in non-verbal communication is vital for creating good
connections, fostering teamwork, and attaining success in the global marketplace.
Q3: Using technology is the best thing to do but some say not always. 3.1
Differentiate between Traditional communication methods and technology-based
mediums. Provide examples.

Introduction: Communication, the cornerstone of human interaction, manifests through

various mediums, each with its distinct characteristics and consequences. The highlight
of disparities between traditional communication methods rooted in human interaction
and technology-based mediums driven by digital platforms, offering examples to illustrate
their contrasting attributes is as follows.

Traditional Communication Methods: Traditional communication methods revolve around

physical contact and tangible exchanges, emphasizing human engagement and intimacy.
In-person conversations thrive on face-to-face contact, allowing rich communication
enriched by nonverbal cues such as facial expressions and gestures. Handwritten letters,
a relic of the past, convey sentiments and emotions with a timeless charm, transcending
the ephemeral nature of digital communication. Additionally, landline telephone calls
enable immediate voice contact, bridging geographical divides and fostering connections
across distances.

“This traditional medium is the 3rd most important medium in France after television and
outdoor advertising in terms of advertising expenditure.” Fadinetime (2023) Retrieved
from https://adintime.com/en/blog/the-different-traditional-and-digital-communication-
channels-n105 accessed 05/03/2024

Example: A heartfelt handwritten letter expressing gratitude carries a depth of feeling that
transcends the limitations of digital communication, forging a lasting link between sender
and recipient.

Technology-Based Mediums: Technology-based communication mediums herald a new

age of connectivity, leveraging electronic devices and digital platforms for seamless
interaction. Email, a ubiquitous tool in modern communication, enables rapid and
asynchronous exchanges of written messages, transforming both personal and
professional correspondence. Text messaging platforms, such as SMS and messaging
apps, offer swift and concise communication suited to the fast-paced nature of modern
life. Furthermore, video conferencing services like Zoom and Skype transcend physical
barriers, allowing virtual face-to-face interactions and collaborative endeavors across
geographical limits.
“Communication using digital techniques is instant. As soon as the sender hits
the Submit, Enter, or Send key, the message is available to the audience in a matter of
microseconds.”
Anon, (2022) Digital versus Traditional Communication. Available at:
https://socialsci.libretexts.org/@go/page/59091 [Accessed March 5, 2024]

Example: A virtual meeting held via Zoom enables real-time communication and
collaboration among team members dispersed across different locations, enhancing
productivity and efficiency.

Contrast and Differentiation: The disparity between traditional communication methods

and technology-based mediums lies in their style of interaction, depth of connection, and
accessibility. While traditional methods prioritize human contact and intimacy,
technology-based mediums offer convenience and efficiency through digital platforms.
Traditional communication encourages deeper connections through physical presence
and nonverbal cues, whereas technology-driven communication permits rapid exchanges
and virtual connectivity across distances.

Example: A face-to-face talk allows for nuanced communication through body language
and tone of voice, promoting empathy and understanding, while a text message
communicates information quickly but may lack the depth of personal connection.

In conclusion, traditional communication methods and technology-based mediums reflect

distinct paradigms of interaction, each with its advantages and limitations. While
traditional methods stress human engagement and intimacy, technology-driven mediums
offer efficiency and accessibility. By recognizing the disparities between these
communication modes and leveraging their unique strengths, individuals and groups can
manage the complexities of human interaction in an increasingly interconnected world,
fostering meaningful connections and driving collective progress.
 Q3.2 Draw the Communication Process and explain how you communicate
with your friends and how an organization communication with masses with
reference to the model. (12 Marks)

MESSAGE

ENCODE DECODE

SENDER CHANNEL RECEIVER

DECODE ENCODE

FEEDBACK

The communication model provides a structured framework for understanding how

communication occurs between a sender and a receiver. It breaks down the process into
several components, each of which plays a vital role in ensuring effective communication.
Here's a detailed explanation of each component:
1. Sender: The sender is the individual or entity initiating the communication. They have
a message they want to convey to the receiver. In a class presentation setup, the sender
would be me as the student delivering the presentation. In an organization setup, the
sender could be the CEO, manager or anyone chosen to represent the company. This is
essential particularly when the presentation is important like budget, financial progress,
or motivational speeches.
2. Message: The message is the information or content being communicated by the
sender. It could be verbal, written, visual, or non-verbal in nature. The clarity and
relevance of the message are crucial for effective communication. In the class setup, the
message is the presentation the same for the company addressing the masses.
3. Encoding: Encoding refers to the process of converting the message into a form that
can be transmitted through a chosen channel. This involves translating thoughts, ideas,
and feelings into words, gestures, symbols, or other forms of communication. I could be
standing before the class delivering a presentation, but I need to convert what is in my
mind to audible form that can be understood by my listeners.
4.Channel: The channel is the medium through which the encoded message is
transmitted from the sender to the receiver. Channels can include face-to-face
communication, phone calls, emails, letters, social media platforms, or any other means
of communication. Different channels can be used, during class and corporate
presentations, projectors can prove useful.
5. Decoding: Decoding is the process by which the receiver interprets the message sent
by the sender. It involves understanding and making sense of the encoded message
based on the receiver's own knowledge, experiences, and context.
6. Receiver: The receiver is the individual or group for whom the message is intended.
They play a crucial role in the communication process by receiving and decoding the
message sent by the sender. Other students attending the lecture, the lecturer, CEO,
employees, government officials are all examples of receivers.
7. Feedback: Feedback is the response or reaction of the receiver to the message
received from the sender. It provides valuable information to the sender about the
effectiveness of their communication and helps in ensuring mutual understanding.
Feedback can be either positive or negative, in any case, it is important. Positive feedback
can be encouraging but negative feed back should not always be taken for a bad thing, it
can be used to see mistakes and rectify accordingly.
In summary, the communication model illustrates how messages are transmitted from a
sender to a receiver through encoding, transmission via a channel, decoding by the
receiver, and the provision of feedback. Effective communication requires attention to
each of these components to ensure that the intended message is accurately conveyed
and understood by the receivers.
Q4: Internal communication is evolving rapidly as organizations realize the positive
impact effective communication and engaged employees have on business
performance. Research confirms that keeping employees informed with personal,
relevant, and engaging communication gives organizations an edge in the market
and has a real impact on bottom line results.
4.1 Discuss possible tools or instruments of internal communication that can be
used in business communication to deliver more engaging and effective
communication with employees (20 Marks)

Internal communication serves as the lifeblood of organizational success, facilitating the

flow of information, aligning strategies, and engaging workers. In today's dynamic
business environment, where effective communication is recognized as a key driver of
performance and organizational culture, the search for innovative tools and instruments
to enhance internal communication has intensified.
One of the cornerstone tools for internal communication is the modern intranet. Take, for
example, the intranet system introduced by technology giant Google, known as "Moma."
This comprehensive intranet platform serves as a centralized hub for workers worldwide,
providing access to company news, updates, documents, and resources Fletcher, L.
(2017). Through features such as discussion forums and employee directories, Google
promotes engagement and collaboration among its diverse workforce, driving innovation
and productivity.
Complementing intranet platforms are employee interaction apps, such as "BambooHR"
utilized by Airbnb. This mobile application offers features like news feeds, employee
recognition tools, and event calendars, allowing Airbnb workers to stay connected and
informed regardless of their geographical location. By integrating gamification elements
and personalized content, BambooHR cultivates a culture of continuous learning and
engagement within the company. Bailey et al., (2017).

Email newsletters remain a steadfast tool for internal communication, exemplified by the
approach taken by multinational conglomerate General Electric (GE). GE's "GE
Newsroom" newsletter provides personalized content tailored to workers' interests and
roles, incorporating visually appealing graphics and multimedia elements to capture
attention. Through strategic segmentation and targeted messaging, GE successfully
communicates business updates, initiatives, and success stories, fostering a sense of
belonging and pride among workers.
“The effectiveness of the relationship between a power plant's traders and operational
staff depends on a successful internal communication strategy.” Energy Journalist
Jeremy Bowden (2017)

In the realm of real-time communication, video conferencing and webinars play a pivotal
role in connecting dispersed teams, as evidenced by the practices of consulting company
McKinsey & Company. McKinsey leverages platforms like Zoom and Microsoft Teams to
hold virtual meetings, training sessions, and town halls with its global workforce. By
incorporating interactive features and multimedia presentations, McKinsey ensures active
participation and involvement, driving collaboration and knowledge sharing across
borders.

Instant messaging and chat apps further improve real-time communication, exemplified
by the case of tech startup Slack. Slack's intuitive interface and integration capabilities
streamline communication and collaboration within teams, allowing seamless sharing of
ideas, files, and updates. With features like channels and threaded conversations, Slack
promotes transparency and inclusivity, empowering employees to contribute and connect
regardless of hierarchy or location.

In addition to digital interfaces, digital signage acts as a dynamic tool for disseminating
information in physical office spaces, as demonstrated by the implementation at retail
giant Walmart. Walmart's digital signage displays carefully placed in break rooms and
common areas deliver important announcements, updates, and motivational messages
to workers. By incorporating vibrant visuals and multimedia material, Walmart captures
workers' attention and reinforces key messages, creating a sense of unity and purpose.

Moreover, the integration of social intranet networks within organizations promotes

collaboration and engagement, exemplified by the case of software company Salesforce.
Salesforce's internal social network, "Chatter," enables real-time communication,
knowledge sharing, and employee recognition (Ganesh & Jha, 2018). With features like
groups and polls, Chatter empowers employees to connect, collaborate, and celebrate
successes, driving innovation and camaraderie across departments and regions.

Central to effective internal communication is the solicitation of employee feedback,

illustrated by the approach taken by hospitality giant Marriott International. Marriott utilizes
employee feedback tools such as surveys and idea boxes to gather insights and
suggestions from its diverse workforce. By constantly listening to employee feedback and
implementing actionable insights, Marriott shows a commitment to continuous
improvement and employee empowerment, driving engagement and loyalty.
In conclusion, the landscape of internal communication is changing quickly, propelled by
a quest for more engaging and effective communication with employees. By leveraging
an array of tools and instruments—from intranet platforms to employee engagement
apps, video conferencing, instant messaging, digital signage, and social intranet
networks—businesses can cultivate a communication environment that fosters
engagement, collaboration, and ultimately, organizational success. Through real-world
examples and best practices, businesses can glean insights and inspiration to elevate
their internal communication strategies and drive positive outcomes in the digital age.
Q5: Anytime you deal with people, you are going to have some sort of disagreement
or conflict. Conflict in the workplace is an exercise in persuasion. Being able to
problem solve and find the best solution for both sides. Consider strategies or
ways of resolving conflict in the workplace to help resolve issues.

Conflict is an inevitable aspect of human interaction, and in the workplace, it often arises
due to differing views, goals, or communication breakdowns. However, conflicts present
chances for growth and collaboration if managed successfully.
Open conversation serves as the cornerstone for resolving conflicts in the workplace.
Establishing an environment where employees feel safe expressing their worries and
opinions fosters transparency and trust. Encouraging individuals to voice their views
allows issues to be addressed proactively, stopping conflicts from escalating. When
communication channels are open, conflicts can be identified early on, facilitating prompt
resolution and keeping a harmonious work atmosphere.
Active listening is a fundamental skill in conflict resolution, enabling people to understand
and empathize with the perspectives of others. By listening attentively without judgment
and trying to understand the underlying concerns and emotions, conflicting parties can
build rapport and trust. Active listening validates the experiences of others, promoting
empathy and showing respect. When people feel heard and understood, conflicts are
more likely to be resolved amicably through collaborative dialogue.
In conflicts, it is important to find areas of agreement or common goals between conflicting
parties. By focusing on shared goals, individuals can work together to find mutually
beneficial solutions. Emphasizing common ground promotes a sense of unity and
cooperation, transcending differences and supporting collaboration. By reframing the
conflict as an opportunity for mutual benefit rather than a zero-sum game, individuals can
approach resolution with a collaborative mindset, allowing compromise and reconciliation.

Collaborative problem-solving methods empower conflicting parties to work together in

finding creative and sustainable solutions. By brainstorming alternative options and
evaluating their respective merits, individuals can explore diverse perspectives and create
innovative ideas. Collaborative problem-solving encourages flexibility and adaptability,
allowing for the integration of different views and interests. Through a process of
negotiation and consensus-building, conflicting parties can reach agreements that
address underlying concerns and promote mutual happiness.
When conflicts persist despite initial attempts at resolution, mediation can serve as an
effective intervention to encourage dialogue and compromise. A neutral third party, such
as a trained mediator, can guide the conversation, promote understanding, and enable
communication between conflicting parties. Mediation provides a structured framework
for addressing conflicts impartially, helping people overcome impasses and reach
mutually acceptable resolutions. By fostering constructive conversation and supporting
perspective-taking, mediation promotes reconciliation and restores relationships in the
workplace.
Clear policies and procedures for conflict resolution provide employees with guidelines
and tools for addressing conflicts effectively. By outlining steps to follow when conflicts
arise and specifying methods for seeking assistance, organizations empower individuals
to navigate conflicts proactively. Training programs on conflict resolution techniques can
equip workers with the skills and strategies needed to handle conflicts constructively.
Establishing clear expectations and accountability methods supports a culture of conflict
resolution and promotes organizational cohesion.
Empathy and respect are important values in conflict resolution, fostering understanding
and cooperation among people. Encouraging employees to consider the views and
feelings of others promotes empathy and humanizes the conflict resolution process.
Reinforcing the importance of treating coworkers with dignity and professionalism
cultivates a culture of respect and civility in the workplace. By promoting empathy and
respect, organizations create an inclusive and supportive environment conducive to
successful dispute resolution.
After reaching a settlement, it is crucial to follow up with the involved parties to ensure
that the conflict has been fully addressed and any agreements reached are being upheld.
Providing opportunities for feedback helps individuals to reflect on the resolution process
and find areas for improvement. Ongoing communication and support show
organizational commitment to conflict resolution and help to long-term relationship
building. By promoting accountability and transparency, follow-up and feedback methods
reinforce the resolution of conflicts and promote continuous improvement in the
workplace.

In conclusion, conflict resolution in the workplace needs a multifaceted method that

emphasizes communication, empathy, collaboration, and respect. By implementing
strategies such as open communication, active listening, seeking common ground,
collaborative problem-solving, mediation, clear policies and procedures, empathy and
respect, and follow-up and feedback, organizations can effectively manage conflicts and
promote a positive work environment. Conflict, when handled constructively, can serve
as a catalyst for growth, innovation, and strengthened relationships in the workplace.
Through a commitment to conflict resolution, organizations can promote a culture of
collaboration, trust, and mutual respect, driving organizational success and employee
happiness.
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