Barriers and Pathways in Business Communication

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Questions and Answers

What is one disadvantage of unclear messages?

They inherently use specialized vocabulary.

They provide instant feedback.

They require writing ability. (correct)

They allow for clear understanding.

Which of the following best describes jargon?

General vocabulary for everyday use.

A widely understood language.

Specific terms used in a profession. (correct)

A casual form of communication.

What is a primary feature of phonemes?

They are specific to written language only.

They are the smallest unit of speech. (correct)

They can be summed up in letters only.

They correspond directly to the number of words in a sentence.

How many phonemes are in the word ‘call’?

Three Signup and view all the answers

What does a voiceless phoneme indicate?

It is produced without vocal cord vibrations. Signup and view all the answers

What is the acronym KISS commonly used to remind people?

Keep It Short and Simple Signup and view all the answers

Which of the following words illustrates the concept of phonemes?

Pop Signup and view all the answers

What is a disadvantage of electronic communication?

It relies on a good internet connection. Signup and view all the answers

Which factor is identified as a barrier to communication?

Noise Signup and view all the answers

What is a characteristic of written communication?

It may cause misunderstanding. Signup and view all the answers

What is one advantage of oral communication?

It allows for immediate feedback. Signup and view all the answers

Which of the following is NOT a type of noise mentioned?

Physical noise Signup and view all the answers

What should you do if the problem with communication is on your end?

Identify and fix the source of noise. Signup and view all the answers

What is the main disadvantage of oral communication?

The message cannot be edited before speaking. Signup and view all the answers

Which method of communication involves printed messages like memos and proposals?

Written communication Signup and view all the answers

What is a potential issue with time when considering communication barriers?

Time can disrupt the speaker's processing of the message. Signup and view all the answers

Study Notes

Barriers to Communication in Business Process Outsourcing

Noise, including both internal and external factors, disrupts communication pathways.
Physiological, psychological, and semantic noise are examples of this.
Noise can be addressed by identifying its source and fixing it.
Time can also be a barrier to communication.
Unclear messages result from using vague and ambiguous sentences and jargon.
Jargon is specialized vocabulary used in a particular profession or industry.

Communication Pathways in Business Process Outsourcing

Oral Communication:
- Includes telephone calls and in-person interactions.
- Offers quick feedback but the speaker cannot process the message before speaking.
Written Communication:
- Examples include memos, proposals, and training manuals.
- Messages are asynchronous and can be edited before sending.
- Disadvantage of lack of immediate feedback and the need for writing skills.
Electronic Communication:
- Offers flexibility in communication with disregard to distance.
- Reliant on a stable internet connection.
- Offers immediate feedback.

Important Terms for Business Process Outsourcing

Agent: A person who provides customer service within a contact center
Client: The company or individual who is receiving services from the outsourcing provider.
Customer: The ultimate recipient of the service, often distinct from the client.
Average Handling Time (AHT): Average time spent resolving a customer's issue.
First Call Resolution (FCR): Rate of resolving a customer's issues on the first interaction.
Interactive Voice Response (IVR): Automated system that interacts with customers via voice prompts and responses.
Average Talk Time (ATT): Average duration of a customer call.
Automatic Call Distributor (ACD): System that manages and routes calls efficiently.
Expected Wait Time (EWT): Estimated time a customer expects to wait before being served.
Customer Service Satisfaction Score (CSat): Metrics used to measure customer satisfaction with services.

Oral Skills and Phonemes

Phonemes are the smallest units of speech.
They are similar to single letters (vowels or consonants) in English.
The number of phonemes in a word does not always correspond to the number of letters in the word.
Phonemes are categorized as voiced or voiceless based on the vibration of the vocal cords.
Consonants can be produced with strong or weak vocal cord articulation.
Voiceless consonants create a popping sound without vocal cord vibration.
Voiced consonants involve a weaker vocal cord articulation.

Communication Tips for Businesses

The acronym KISS (Keep it Short and Simple) is valuable for clear communication.
When experiencing hearing difficulties during a call:
- Inform the caller about the issue and request clarification.
When the issue stems from your end:
- Identify the source of the noise and fix it promptly.
Use clear and concise language to avoid confusion and make sure the message is easily understood.
Adapt language for specific audiences, avoiding technical jargon when communicating with those outside your profession.

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Description

Explore the various barriers to effective communication in Business Process Outsourcing, including noise and time. This quiz also covers the different communication pathways, emphasizing oral, written, and electronic methods. Enhance your understanding of how to improve communication within business settings.