A STUDY ON

IMPACT OF COMMUNICATION BARRIERS IN TCS

Project report submitted in partial fulfilment of requirements

For the Award of Post Graduate Diploma in

HUMAN RESOURCE MANAGEMENT

Submitted by

KABALEESWARAN T

Reg. No:22IHR2009

SCHOOL OF CONTINUING EDUCATION

MADRAS CHRISTIAN COLLEGE (AUTONOMOUS)

CHENNAI-600059

APRIL 2022-2023
 CERTIFICATE

This is to certify that this project report entitled “A STUDY ON IMPACT OF

COMMUNICATION BARRIERS IN TCS” is a bonafide record of work independently
carried out by KABALEESWARAN T, Reg No: 221HR2009 of PGDHRM (afternoon
batch), under my guidance during the period of his/ her study in the academic year 2022-2023.
He/ she has completed her project under my guidance and to the best of my satisfaction. The
project work represents the independent work of the candidate.

Signature of the Director

Signature of the Guide

 ACKNOWLEDGEMENT

First and foremost, I thank God almighty for his grace and blessings. I have the great pleasure
in conveying my profoundest thanks to our beloved principal Dr. P. WILSON for providing a
good college environment.

I extend my thanks to the director of our department Dr. SURENDRAN

PURUSHOTHAMAN and the staffs of the Department of School of continuing education for
their support.

My special thanks to my guide Ms. ELKA MARIAM THOMAS, who had given valuable
suggestions which were helpful for me throughout the completion of the project.
 DECLARATION

I, KABALEESWARAN T hereby declare that the project report entitled “A STUDY ON

IMPACT OF COMMUNICATION BARRIERS IN TCS” is a record of the original work
done by me for the requirement of Post Graduate Diploma in Human Resource Management.

Place: Chennai
Date:

KABALEESWARAN T
TABLE OF CONTENTS
 CONTENTS

CHAPTER NO PARTICULARS PAGE NO

List of Tables

List of Charts

I Introduction 1 – 16

II Review of literature 17 – 26

III Research methodology 27 – 28

IV Data analysis and Interpretation 29 – 49

V Findings, suggestions and conclusion 50 – 52

VI Bibliography 53

VII Annexure 54 – 56
 LIST OF TABLES
TABLE PAGE
TITLE
NO NO
4.1 Age 29

4.2 Gender 30

4.3 Educational qualification 31

4.4 Annual income 32

4.5 Job position in the company 33

4.6 Work experience 34

4.7 Communication training 35

4.8 Communication barriers 36

4.9 Communication barriers affects the organizational performance 37

4.10 Ways to control communication barriers 38

4.11 Helping your colleague 39

4.12 Most preferred way of communication among your colleagues 40

4.13 Non verbal methods 41

4.14 Verbal miscommunication in your team 42

4.15 Resolving verbal miscommunication 43

Satisfaction level of verbal communication between different

4.16 44
departments
Satisfaction level of overall communication flow in your
4.17 45
organization

4.18 Individual rating on overall communication skills 46

 LIST OF CHARTS
TABLE PAGE
TITLE
NO NO
4.1 Age 29

4.2 Gender 30

4.3 Educational qualification 31

4.4 Annual income 32

4.5 Job position in the company 33

4.6 Work experience 34

4.7 Communication training 35

4.8 Communication barriers 36

4.9 Communication barriers affects the organizational performance 37

4.10 Ways to control communication barriers 38

4.11 Helping your colleague 39

4.12 Most preferred way of communication among your colleagues 40

4.13 Non verbal methods 41

4.14 Verbal miscommunication in your team 42

4.15 Resolving verbal miscommunication 43

Satisfaction level of verbal communication between different

4.16 44
departments
Satisfaction level of overall communication flow in your
4.17 45
organization

4.18 Individual rating on overall communication skills 46

 CHAPTER – I
INTRODUCTION
INTRODUCTION
Communication is neither the transmission of a message nor the message itself. It is
the mutual exchange of understanding, originating with the receiver. Communication needs to
be effective in business. Communication is the essence of management. The basic functions of
management (Planning, Organizing, Staffing, Directing and Controlling) cannot be performed
well without effective communication. Business communication involves constant flow of
information. Feedback is integral part of business communication. Organizations these days
are verly large and involve large number of people. There are various levels of hierarchy in an
organization. Greater the number of levels, the more difficult is the job of managing the
organization. Communication here plays a very important role in process of directing and
controlling the people in the oragnization. Immediate feedback can be obtained and
misunderstandings if any can be avoided.

There should be effective communication between superiors and subordinated in an

organization, between organization and society at large (for example between management and
trade unions). It is essential for success and growth of an organization. Communication gaps
should not occur in any organization. Business Communication is goal oriented. The rules,
regulations and policies of a company have to be communicated to people within and outside
the organization. Business Communication is regulated by certain rules and norms. In early
times, business communication was limited to paper-work, telephone calls etc. But now with
advent of technology, we have cell phones, video conferencing, emails, satellite
communication to support business communication. Effective business communication helps
in building goodwill of an organization. Business communication is the process of sharing
information between people within the workplace and outside a company.

Effective business communication is how employees and management interact to reach

organizational goals. Its purpose is to improve organizational practices and reduce errors. It’s
important to work on both your communication skills and communication processes to achieve
effective business communication. All organized activity in a company relies on the process of
business communication and your communication strategy. This could be anything from
managerial communication to technical communication with vendors. Effective business
communication involves exchanging information both within an organization and with
individuals outside of it.

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IMPORTANCE OF BUSINESS COMMUNICATION
1. Helps in increasing productivity
Effective business communication increases the productivity of staff by boosting
up teamwork. It creates a trustworthy and understanding environment among employers
and employees. Effective communication is related to cooperating with employees and
understanding their needs and desires. By doing so, employees are able to accomplish their
tasks more effectively and efficiently. Also, the scope of doing mistakes or errors during
their work minimizes due to effective communication.

2. Helps in increasing customers

Customers are an important part of any business and effective business
communication can facilitate in attracting new customers and retain the current customers.
A well-defined marketing strategy and public relations campaign run by an organization
generates the interest of customers in its goods or services and helps in building the
corporate image in customers.
3. Enhances business partnerships
Business Communication also improves partnerships in business. It plays a
significant role in dealing with external business clients or vendors. Vendors may be
required to communicate on products regularly for improvements. Also, an effective and
harmonious relationship with other businesses determines the further success of an
organization. A business unit that has developed its image as an entity for easy partnership
through its effective communication can attract other business units for forming business
relationships with them.
4. Facilitates innovations in business
Effective business communication helps in business innovations as well as it
facilitates employees to convey their ideas and suggestions openly. Similarly, at the time of
launching any new product in the market, effective communication ensures the
performance of the sales team, market acceptance of the product, fast delivery of products
in the market, etc.
5. Information exchange
Business communication is required by an organization for exchanging information
with internal and external stakeholders. This helps in achieving its goals effectively.

2
6. Preparation of plans and policies
Through effective business communication, organizations can make their plans and
policies properly. Relevant information is required for preparing these plans and policies.
Through communication, different managers source information through reliable channels.
7. Execution or implementation of plans and policies
To implement or execute the prepared policies and plans in a timely manner,
managers are supposed to communicate these throughout the organization. Through
effective communication, they are able to disseminate plans and policies to the internal and
external stakeholders.
8. Boost the efficiency of employees
Effective business communication plays a key role in increasing the efficiency of
staff. Through communication, different plans and policies, critical issues, goals of an
organization, etc. are described to employees that enhance their knowledge and make them
efficient to do their tasks effectively.
9. Goals achievement
Through effective business communication employees become attentive and
productive in doing their jobs that result in the timely accomplishment of their tasks and
easy goals attainment.
10. Helps in solving problems or issues
Through different communication channels, managers get information about
different routine and non-routine issues and based upon that they can take required actions
to sort out those issues.

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OBJECTIVES OF BUSINESS COMMUNICATION
1. Exchange Of Information
It is the most important and primary objective of communication process in every
business organisation. Business communication involves the exchange of ideas, facts and
other important information among different peoples within the organisation. It exchanges
information both within internal and external parties of organisation for better
understanding
2. Achievement Of Organisational Goals
Communication has an important role in the achievement of organisational goals. It
helps the managers in the proper management of business organisations. Managers get all
information regarding business through it which helps them in designing and implementing
better policies within the organisation. Proper planning and decision making on part of
management help business in the achievement of their desired goals and objectives.
3. Directing The Subordinates
Communication is served as the means through employers and employees
communicate with each other. It is the medium through which information flows between
them in both directions. Employers give complete direction and order to their employees
regarding work to be done through this medium. Employees easily understand their roles
and duties through the regular supply of information from their employers.
4. Motivating The Employees
It has an important role in motivating the employees working with the business.
Employees have basically two types of needs that are financial and non-financial needs.
Financial needs of employees can be fulfilled by paying them good wages and salaries.
However, non- financial needs can be fulfilled only by interacting with employees on a
regular basis. It will help in understanding them and the problems they are facing. Proper
communication network helps employers in interacting with their subordinates in both
formal and informal way.
5. Increase The Efficiency
Communication helps in improving the efficiency of organisation. It helps in
supplying all required guidelines and information concerned with work to the people
working in the organisation. Employers direct their subordinates from time to time which
helps them in increasing the overall efficiency of business.

4
6. Improves Job Satisfaction
Communication network in the business helps in improving the job satisfaction of
subordinates. It gives subordinates an opportunity to freely express their ideas and opinions
to the management. They got an equal chance to participate in the decision making of the
organisation. This develops a sense of belongingness among people working within the
organisation thereby improving their overall job satisfaction.
7. Attracting Customers
Business are able to attract more customers by developing a proper communication
channel with their customers. Efficient communication helps business in easily reaching
out to their customers with new products and services. Customers can interact with business
and resolve their queries regarding the company’s product and services. This helps in
attracting more customers and increasing profit.
8. Educate And Train Employees
Training of workers is an important task for every business to improve their
efficiency. Efficient communication network helps managers to educate and provide
training to the peoples working within the organisation. Employees can be made aware of
the latest techniques and methods of working by supplying them with information regularly.
It is possible through a proper communication network.
9. Developing A Better Image
Communication processes helps business in developing a better image in the
market. It helps business to stay connected with all its stakeholders and provides all
information timely. All stakeholders can easily interact with business and acquire all
required information through a well-established network. Better image help the business
helps in winning a competitive advantage in the market.

5
CHARACTERISTICS OF BUSINESS COMMUNICATION

1. Practical In Nature
Effective communication deals with the real and genuine aspect of information
which clearly explains requirements of the customers. It completely removes any
impractical and unnecessary information to avoid any wastage of time.
2. Factual In Nature
The message related to business basically consists of some factual data which
depicts the full information relating to business. Critical information like date, time and
place should be clearly shown in the message meant for business.
3. Precise And Easy Language
The message for communication should be written in an easy and precise language.
There should be the use of pictures, diagrams, and charts for easy clarification of the
information. it helps to understand the message of the sender effectively.
4. Two Way Traffic
Communication is a two – way traffic. The process of communication is not
completed until the message has been understood by the receiver. Understanding is an
essential part of communication, but it does not imply agreement .
5. Pre-Planned Target
The communication process of business must contain certain pre-decided objectives
and full efforts should be made in order to achieve them. The pre-decided objectives pushes
the sender during communication to achieve the goals.
6. Persuasive In Nature
The communication process has a persuasive effect. It forces an employee to
perform his or her duties in order to achieve the pre-decided goals.
7. Goal-Oriented
As stated previously, business communication comes with short- and long-term
goals. This purpose is subject to change as and when the business grows. The object plays
a vital role in initiating communication and remains the nucleus of the entire process. Any
business communication without a goal or an object proves to be meaningless and leads
nowhere. It’s thus important to clarify the intent of the communication beforehand to avoid
the wastage of time and other resources.

6
ELEMENTS OF BUSINESS COMMUNICATION

1. Sender
The person who intends to convey the message with the intention of passing
information and ideas to others is known as sender or communicator.
2. Ideas
This is the subject matter of the communication. This may be an opinion, attitude,
feelings, views, orders, or suggestions.

3. Encoding
Since the subject matter of communication is theoretical and intangible, its further
passing requires use of certain symbols such as words, actions or pictures etc. Conversion
of subject matter into these symbols is the process of encoding.
4. Communication Channel
The person who is interested in communicating has to choose the channel for
sending the required information, ideas etc. This information is transmitted to the receiver
through certain channels which may be either formal or informal.
5. Receiver
Receiver is the person who receives the message or for whom the message is meant
for. It is the receiver who tries to understand the message in the best possible manner in
achieving the desired objectives.
6. Decoding
The person who receives the message or symbol from the communicator tries to
convert the same in such a way so that he may extract its meaning to his complete
understanding.
7. Feedback
Feedback is the process of ensuring that the receiver has received the message and
understood in the same sense as sender meant it.

7
METHODS OF COMMUNICATION

A connected team and a connected organization in today’s world is the only way we can
achieve greater things. Connections and relations are built with exchange of thoughts and
information. Communication serves as a valuable mechanism in building these connections
and engagement between people.
1. Written
It refers to printed or recorded materials such as plans, contracts, memos, minutes of the
meeting, requirement analysis document, design documents risk registers and other related written
materials. It is used to provide well-thought and well-planned details, thus easily to be reviewed
than verbal communication because everything that has been written cannot be altered right away.
More so, it can be used for future reference.Written communication can be time consuming, but is
extremely essential for formal scenarios which require approvals and having legal implications as
well. Emails have ushered in a revolution in making written communication very fast and thus have
become a preferred mechanism for sharing detailed information in fraction of a second.
2. Oral/Verbal
It involves the exchange of message or information by using words verbally through face
to face or telephone conversations. It is the most common type of conversation as it paves way to
get feedback right after receiving the message. It is known to be spontaneous as well. In verbal
communication, the ability to listen and think carefully before speaking is critical.A person must be
careful of the words or expressions to be said. Any word that has been spoken cannot be taken back,
so it is important to formulate expressions or sentences carefully.
3. Non-Verbal
Non-verbal communication is sending information without the use of words. It is mostly
through one’s body language, gestures, eye-contacts, appearance, pitch and tone of one’s voice etc.
one can communicate huge amount of feelings and emotions. They say, “It is important to
understand what has not been said explicitly”. Non-verbal communication includes, body-language,
paralanguage (pitch and tone of voice), appearance etc. Research has shown that nonverbal cues or
body language along with facial expressions, tone of voice and body stance account for almost 55%
of all the communication that takes place.
4. Visual Communication
“A picture is worth a thousand words”. Visual aids such as animation, colour, illustration,
graphs & charts, drawing, signs and logos immensely enhance written communication. Visual
communication is also used in the right balance for making information sharing more effective and
efficient.

8
BARRIERS TO EFFECTIVE COMMUNICATION
Communication is defined as the process by which information is exchanged between
individuals through a system of signs, symbols. The concept of communication involves a
sender, a message and a recipient. The sender sends the message and the recipient is the receiver
of the message. The process of communication is never smooth as it is affected by the barriers
of communication.Barriers to effective communication can result in confusion which can lead
to incorrect information being conveyed or miscommunication which can lead to loss of
business.
1. Semantic barriers
Semantic barriers are also known as language barriers. These barriers are caused
due to improper communication between the sender and the receiver.
• Symbols with Different Meanings.
• Badly Expressed Message.
• Faulty Translations.
• Unclarified Assumptions.
• Specialist’s Language.
2. Psychological Barriers
Psychological barriers play an important role in interpersonal communication
as the state of the mind of the sender or the receiver can make it difficult to understand
the information that is conveyed, which often leads to misunderstanding.
• Premature Evaluation
• Inattention
• Loss by Transmission and Poor Retention.
• Undue Reliance on the Written Word
• Distrust of Communicator
• Failure to communicate
3. Organisational barriers
Organisational barriers are those barriers that are caused due to the structure, rules
and regulations present in the organisation. The various types of barriers that can be
encountered due to superior subordinate relationships where the free flow of
communication is not possible.

9
 • Organisational Policy
• organisational Rules and Regulations.
• Status Relationships
• Complexity in Organisational Structure.
• organizational Facilities
4. Cultural barriers
Cultural barriers are those that arise due to lack of similarities among the different
cultures across the world. A term that can be harmless in one culture can be regarded as a
slang in another culture. Moreover, various beliefs can differ from one culture to another.
• Ethnocentrism
• Stereotyping
• Language barrier
• Geographical distance
• Conflicting values
5. Physical barriers
Physical barriers to communication are those that arise due to certain factors like
faulty equipment, noise, closed doors and cabins that cause the information sent from
sender to receiver to become distorted, which results in improper communication.
• Environment
• Distance
• Time
• Medium
• Technical difficulties
6. Physiological barriers
Physiological barriers arise when a sender or the receiver of the communication is
not in a position to express or receive the message with clarity due to some physiological
issues like dyslexia, or nerve disorders that interfere with speech or hearing.
• Speech Impairments
• Hearing Impairment
• Body Language Issues
• Getting Distracted
• Poor Memory

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HOW TO OVERCOME COMMUNICATION BARRIERS?
Overcoming communication barriers can be challenging, but with awareness, effort,
and practice, it is possible to improve communication and bridge gaps. Here are some strategies
to help you overcome communication barriers
Active Listening
Pay close attention to the speaker, maintain eye contact, and show genuine interest.
Avoid interrupting and focus on understanding their message before formulating your response.
Use Clear and Simple Language
Choose your words carefully and speak in a clear, concise manner. Avoid jargon,
technical terms, or complex language that might confuse the listener. Adapt your
communication style to match the recipient's level of understanding.
Non-Verbal Communication
Pay attention to your body language, facial expressions, and gestures. Use them to
convey your message effectively and enhance understanding. Also, be mindful of the other
person's non-verbal cues and adjust your communication accordingly.
Be Empathetic
Try to put yourself in the other person's shoes and understand their perspective.
Consider their background, emotions, and cultural differences. Showing empathy helps build
trust and fosters effective communication.
Clarify and Ask Questions
If you are unsure about something or if the message is unclear, don't hesitate to ask for
clarification. Paraphrase or repeat what you understood to ensure you are on the same page.
Encourage the other person to ask questions as well.
Choose the Right Medium
Different communication mediums have their own strengths and weaknesses. Select the
appropriate medium such as face-to-face conversation, phone calls, emails, or video
conferences, depending on the nature of the communication and the recipient's preferences.
Cultural Sensitivity: Be aware of cultural differences in communication styles, norms, and
expectations. Respect and adapt to the cultural context of the person or group you are
communicating with. Avoid making assumptions or generalizations based on stereotypes.

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Practice Patience
Be patient when facing communication barriers. Allow the other person time to express
themselves fully, and be understanding if they need extra time to process or respond. Avoid
rushing the conversation or becoming frustrated.
Seek Feedback
Encourage open and honest feedback from others regarding your communication skills.
Actively seek suggestions for improvement and apply them in future interactions.
Continuous Learning
Enhance your communication skills through continuous learning. Read books, attend
workshops or courses, and observe effective communicators around you. Practice regularly to
refine your skills.

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AN OVERVIEW ABOUT THE COMPANY (TCS)

Introduction
Indian Tata Consultancy Services (TCS) is a multinational information technology (IT)
service and consulting company that has left an indelible mark on the global IT landscape.
Founded in 1968, TCS has grown to become one of the largest IT services companies in the
world, with a strong focus on delivering innovative solutions, fostering talent, and driving
digital transformation. This article delves into the journey and impact of TCS, highlighting its
growth, contributions, and the factors behind its success.
Founding and Early Growth
TCS was founded by Tata Sons, a prominent Indian conglomerate, as a division of Tata
Sons Limited. Initially, TCS primarily offered punched card services to clients. Over time, the
company expanded its services, venturing into software development, system integration, and
IT consulting. TCS's early projects included building India's first indigenous computer, TATA-
7080, and developing the core banking software for the State Bank of India.
Global Expansion
TCS ventured into the global market in the 1970s, establishing its first international
office in New York City. The company steadily expanded its presence across the world, setting
up offices in several countries and forming strategic alliances with global corporations. TCS
became a pioneer in offshore outsourcing, leveraging India's highly skilled workforce to offer
cost-effective IT services to global clients.
Dominance in IT Services
TCS's success can be attributed to its ability to deliver high-quality IT services across
various domains. The company offers a wide range of services, including software
development, system integration, infrastructure services, enterprise solutions, and consulting.
TCS's expertise spans industries such as banking and financial services, healthcare, retail,
manufacturing, telecommunications, and more.
Digital Transformation and Innovation
TCS has been at the forefront of digital transformation, helping organizations across
the globe embrace technological advancements. The company has invested heavily in emerging
technologies such as artificial intelligence (AI), machine learning (ML), blockchain, cloud

13
computing, and the Internet of Things (IoT). TCS's research and innovation labs collaborate
with leading academic institutions and industry experts to drive cutting-edge solutions.
Strong Employee Base
TCS places great emphasis on nurturing its employees, considering them its most
valuable asset. The company has implemented robust training and development programs to
equip its workforce with the latest skills and knowledge. TCS's employee-centric approach has
helped it attract and retain top talent, creating a culture of innovation, collaboration, and
excellence.
Social Responsibility and Sustainability
TCS actively contributes to society through various social initiatives. The company has
launched numerous programs focusing on education, healthcare, environmental sustainability,
and community development. TCS Foundation, the corporate social responsibility arm of the
company, undertakes impactful projects that make a difference in the lives of underprivileged
communities.
Awards and Recognition
TCS's commitment to excellence and its significant contributions to the IT industry
have earned it numerous accolades. The company has consistently been ranked among the top
IT services providers globally and has received several awards for its leadership, innovation,
corporate governance, and sustainability practices.
Impact on the Indian IT Industry
TCS's success has had a profound impact on the Indian IT industry. The company's
growth and global recognition have helped establish India as a major hub for IT services and
outsourcing. TCS has paved the way for other Indian IT companies to expand globally,
contributing significantly to the country's economic growth and employment generation.
Diversification of Services
TCS expanded its service portfolio to cover a wide range of offerings, including
application development and maintenance, infrastructure services, enterprise solutions, digital
transformation, and consulting. This diversification allowed TCS to cater to the evolving needs
of its clients and stay ahead in the rapidly changing technology landscape.
Industry Recognition
TCS received numerous accolades and industry recognitions for its excellence in
service delivery, innovation, and corporate social responsibility. It consistently ranked among

14
the top IT services providers globally, strengthening its reputation as a trusted partner for
organizations across industries.
Digital Transformation and Innovation
TCS has played a pivotal role in enabling digital transformation for businesses
worldwide. The company embraced emerging technologies such as cloud computing, artificial
intelligence, machine learning, big data analytics, and the Internet of Things (IoT). TCS
leveraged its extensive domain expertise and technical capabilities to develop transformative
solutions that helped clients modernize their operations, improve customer experience, and
drive innovation within their organizations.
Strategic Partnerships
TCS forged strategic partnerships with leading technology vendors, including
Microsoft, Oracle, SAP, and IBM, to enhance its service offerings and access the latest
technologies. Collaborations with academia and research institutions also allowed TCS to stay
at the forefront of innovation and leverage cutting-edge research for practical applications.
Employee Excellence and Talent Development
TCS considers its employees as its most valuable asset. The company has built a strong
culture of learning and development, providing employees with numerous training
opportunities to upskill and stay updated with the latest technologies. TCS also emphasizes
diversity and inclusion, with a workforce comprising people from various backgrounds,
cultures, and nationalities.
Corporate Social Responsibility (CSR) Initiatives
TCS has actively contributed to society through its CSR initiatives. The company has
focused on education, healthcare, and environmental sustainability. TCS has implemented
programs to bridge the digital divide, improve access to education, and promote environmental
conservation. Through these initiatives, TCS has made a significant positive impact on
communities across India and beyond.
Global Leadership
TCS has emerged as a global leader in the IT services industry. The company's
commitment to innovation, customer-centric approach, and strong execution capabilities have
helped it build long-term relationships with clients. TCS's extensive domain expertise across
industries and its ability to deliver large-scale projects have further solidified its position as a
preferred partner for global enterprises.

15
Services
TCS offers a wide range of services, including IT consulting, software development,
infrastructure management, business process outsourcing (BPO), and digital solutions. They
cater to various industries such as banking, financial services, insurance, retail, healthcare,
manufacturing, and more.
Global Presence
TCS has a significant global presence, operating in over 50 countries and serving
clients in more than 100 countries. They have delivery centers and offices across the Americas,
Europe, Asia Pacific, and the Middle East.
Employee Strength
TCS has a massive workforce comprising highly skilled professionals. As of my
knowledge cutoff in September 2021, TCS had over 500,000 employees worldwide, making it
one of the largest employers in the IT industry.
Clientele
TCS works with numerous clients, including major corporations, government agencies,
and organizations from various sectors. Some of their clients include Fortune 500 companies.
Digital Transformation
TCS has been at the forefront of digital transformation and has been helping its clients
adapt to the changing business landscape. They leverage emerging technologies such as
artificial intelligence (AI), machine learning (ML), cloud computing, data analytics, and the
Internet of Things (IoT) to drive innovation and enable digital growth.
Sustainability and Corporate Social Responsibility
TCS is committed to sustainability and social responsibility. They focus on reducing
their environmental impact, promoting diversity and inclusion, and engaging in community
development initiatives.
Conclusion
TCS's journey from a small division within Tata Sons to a global IT powerhouse is a
testament to its unwavering commitment to excellence, innovation, and customer satisfaction.
The company's ability to adapt to changing technologies and market dynamics, coupled with
its strong employee base and focus on social responsibility, has positioned it as a leader in the
IT services industry. As TCS continues to evolve and shape the future of IT, its impact on the
global IT landscape remains unparalleled.

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 CHAPTER II
REVIEW OF LITERATURE
1. Stavros Kalogiannidis (2020) Impact of Effective Business Communication on
Employee Performance. Communication is considered an essential tool for
organizational performances and growth. Most business rely on effective
communication with both customers and employees to improve sales and enhance
business growth. Poor or ineffective communication normally leads to mismanagement
of an organization and undesirable business results.

2. Ali, B. J., Anwar, G., Gardi, B., Othman, B. J., Aziz, H. M., Ahmed, S. A., Hamza,
P. A., Ismael, N. B., Sorguli, S., Sabir, B. Y. (2021) Business Communication
Strategies: Analysis of Internal Communication Processes. The purpose of this research
is to investigate the current situation of internal communication in the maintenance
department in the cement industry. In most organizations, employees and managers
have struggled with the thought of attempting to solve weak and bad communication
between the two parties which mostly cause issues to an organization, whether in
performance or cost wise.

3. Jürgen Bolten (2021) Intercultural Business Communication: An Interactive Approach

This chapter discusses the training program is to empower international management
personnel to act competently in targeted cultures. Consultation to determine limits for
standardization, e.g., in intercultural marketing; description and analysis of cultural
specifics of oral and written communication systems. Corporate communication
conceptions in multinational companies or joint ventures.

4. Schartel Dunn, S. G., & Lane, P. L. (2019). Do Interns Know What They Think They
Know?This article extends a dialogue regarding how (and what) communication skills
are stressed within business schools, which should be regularly examined and updated.
Specifically, this article addresses which skills interns and employers perceive as
important. Results indicate that interns and their supervisors have similar perceptions
of which communication skills are most important.

5. Bannier, C., Pauls, T., & Walter, A. (2019) Computer-aided text analyses have gained
a lot of attention recently. Applied to different types of business communication such
as earnings announcements, analyst reports, or IPO prospectuses, they have been used

17
 to extract relevant information for financial market participants. A large number of
studies employ dictionary-based approaches by referring to specific word lists.

6. Smallwood, M. G. (2020). The need for cross-cultural communication instruction in

US business communication courses U.S. undergraduate business communication
(BCOM) classes teach students workplace communication fundamentals, but may not
build the cross-cultural communication (CCC) skills that learners will need in today’s
global workplace.

7. Nikolenko, O. V., Belozerova, A. V., Sumina, N. V., & Shapovalova, E. Y. (2019)

The article is devoted to the study of the causes of communicative barriers in the process
of dialogue at manufacturing. Special attention is given to parcelled statements as they
function in an oral text, having a double semantic load and expressing in addition to
external substantive contents the author's implied meaning, which is often a priority in
the information perspective, eludes the addressee.

8. Yu, S., Abbas, J., Draghici, A., Negulescu, O. H., & Ain, N. U. (2022) Social media
application as a new paradigm for business communication Business firms and the
public have encountered massive consequences of the COVID-19 pandemic. This
pandemic has become the most significant challenge and influenced all communities.
This research study focuses on exploring the relationship between COVID-19
knowledge, social distancing, individuals' attitudes toward social media use, and
practices of using social media amid the COVID-19 crisis.

9. Marsen, S. (2020). Navigating crisis: The role of communication in organizational

crisis.We argue that language awareness and discourse analytical skills should be part
of business communication curricula. To this end, we propose a three-step analytical
model drawing on organizational and critical discourse studies, and approaches from
systemic-functional linguistics, to explore agency and action in business
communication.

10. Cavanagh, T. M., Leeds, C., & Peters, J. M. (2019). Increasing oral communication
self-efficacy improves oral communication and general academic performance. Self-
efficacy was positively and significantly correlated with course performance, and
18
 increases in self-efficacy were positively and significantly correlated with changes in
overall grade point average. By targeting self-efficacy, instructors can improve
students’ oral communication skills and help them transfer these skills from academic
to professional settings.

11. Cyphert, D., Holke-Farnam, C., Dodge, E. N., Lee, W. E., & Rosol, S. (2019).
Communication activities in the 21st century business environment Effective
undergraduate instruction requires accurate knowledge of professional communication
practices and employer expectations, but ongoing contradictions between academic and
professional expectations reflect historical, rhetorical, and pedagogical causes for
inaccurate presumptions.

12. Ternberg, M. G. (2020). Library orientation for business students In 1978, Louisiana
State University’s Middleton Library underwent a major public service reorganization
eliminating separate subject divisions, with one exception—the Government
Documents Department. While the planning of this change was taking place, the
College of Business Administration supported the establishment of a separate business
reference service in the Middleton Library.

13. Pérez, A., del Mar García de los Salmones, M., & Liu, M. T. (2019). Maximising
business returns to corporate social responsibility communication Based on a classic
conceptual model of corporate social responsibility (CSR) communication, we
developed an empirical research study to test how several aspects of CSR message
content (i.e., issue importance, impact, motives, fit, commitment) are associated with
external support responses (i.e., purchase, advocacy).

14. Kelly, S., & MacDonald, P. (2019). A look at leadership styles and workplace
solidarity communication. Leadership styles that promote upward and downward
communication have been shown to foster a plethora of positive outcomes within the
workplace, group collaborations, and team contexts. Similarly, supervisor-subordinate
solidarity communication has been related to desirable workplace outcomes.

15. Cortez, R. M., Gilliland, D. I., & Johnston, W. J. (2020). Revisiting the theory of
business-to-business advertising. reating effective business-to-business (B2B)
19
 communications is an increasingly complex challenge for marketing managers. It
requires a theoretical understanding of a number of puzzling, interacting components
of an advertising stimulus. However, few academicians have pursued the goal of
integrating and modeling how the B2B advertising process should be conceptualized.

16. Lopez, B. (2020). Connecting business and sustainable development goals in Spain.
This article aims to analyze the Corporate Social Responsibility (CSR) strategy of
Spanish MNCs and how the firms integrate the Sustainable Development Goals (SDGs)
in their reports and communication messages.

17. Simpson, A., Dervin, F., & Tao, J. (2022). Intercultural communication education
(ICE) is occurring in different departments and faculties of higher education globally.
Yet, there is a lack of research on how this complex field is perceived by both teachers
and students. The same goes for the perceptions of the ideal teacher of the subject.

18. Levine, R., Lin, C., Peng, Q., & Xie, W. (2020). Communication within banking
organizations and small business lending mall firms play a vital role in the U.S.
economy, accounting for over 45% of private, nonfarm gross domestic product (see,
e.g., Kobe 2012). Research finds that small banks have a comparative advantage in
lending to these small firms and that lending to small businesses falls markedly when
large banks acquirer small ones (see, e.g., Berger et al. 1998, 2005, 2017).

19. Cadet, F. T., & Carroll, R. (2019). Nonprofit organization communication This paper
highlights the role of nonprofit organizations in communicating risk.Nonprofit
organizations have emerged as vital actors in not just working toward the benefit of
human welfare and bettering society, but also making society aware of hazards or risks
that exist.

20. Sashi, C. M. (2021). Digital communication, value co-creation and customer

engagement in business networks Technological innovations that resulted in the
emergence and widespread adoption of digital communication in recent years have led
to a surge of academic and practitioner interest in its implications for the co-creation of
value and customer engagement.

20
21. Miotto, G., Polo López, M., & Rom Rodriguez, J. (2019). Gender equality and UN
sustainable development goals Gender equality is still an issue in business schools,
since women in MBAs classrooms, in faculty and in management teams have low
representation. Challenges caused by lack of financial aids, salaries gap and a very
masculine model avoid a better gender balance in the business graduate schools, which,
globally, should lead women personal and professional development.

22. Khamidovna, P. O. (2022). The role of interactive methods importance of english

communication for engineering students The importance of teaching English
communication for engineering students discussed in the article. The world is
developing in field of science and technology. Scientific inventions in Germany,
France, and Russia cannot reach India through any language other than English.

23. Riordan, M. A., & Glikson, E. (2020). On the hazards of the technology age: how
using emojis affects perceptions of leaders Work-from-home and remote work
arrangements are increasingly common. As a result, much business communication is
taking place via computer-mediated means. In two experiments, the effect of emojis in
business email is explored: their effect on perceptions of the leader who sends the email,
perceptions of the email itself, and the email within the communication context.

24. Si, J. (2020). An analysis of business English coursebooks from an ELF perspective.
This study analysed a series of business English coursebooks published and used in the
Chinese context from an English as a lingua franca (ELF) perspective. The analysis was
conducted from four aspects: language ownership, language exposure, language
activities, and cultural representations.

25. Conte, F., Vollero, A., Covucci, C., & Siano, A. (2020) The study explores whether
the penetration, explicitness, and symbolic corporate social responsibility (CSR)
communication practices of organizations are associated with the characteristics of the
countries to which they belong. By focusing on the national business systems (NBSs)
of Asian countries, the study analyzes the websites of companies based in Japan, the
Republic of Korea, Mainland China, and Hong Kong, to address strategic-operational
(penetration), discretionary-non-discretionary (explicitness), and substantial-symbolic
(symbolic practices) dimensions of CSR communication.
21
26. Raets, S., & Janssens, J. (2021). Trafficking and technology: Exploring the role of
digital communication technologies in the Belgian human trafficking business Over the
past few years, the agenda-topping issue of human trafficking is increasingly bracketed
with the use of digital technologies. Though the trafficking-technology nexus is a
growing area of public and policy concern, as far as empirical research is concerned,
the subject is still a relatively open field.

27. Kleve, H., Köllner, T., von Schlippe, A., & Rüsen, T. A. (2020). The business family
3.0: Dynastic business families as families, organizations and networks This paper's
point of departure is that business families are permanently confronted with a dual
function..

28. Jiang, H., & Shen, H. (2020). Toward a relational theory of employee engagement:
Based on the relationship management paradigm and the job demands-resources model,
we proposed a relational theory of employee engagement integrating employees’
immediate supervisors’ authentic leadership behaviors and perceived transparent
organizational communication as antecedents of employee engagement and contextual
performance behavior and turnover intention as behavioral outcomes that engagement
leads to.

29. Schartel Dunn, S., Dawson, M., & Block, B. (2021). Teaching teamwork in the
business school. Teamwork skills are widely recognized as important, but are these
skills being taught effectively within business courses? Two studies utilizing survey
research explore how faculty are currently using teamwork in their classes, student
perceptions, and how effective the teamwork instruction has been.

30. Moattar, H., Bandara, W., Kannengiesser, U., & Rosemann, M. (2022). Control
flow versus communication Business process modelling integrates and visualizes
relevant information essential for managing day-to-day business operations. It plays a
critical role in the design and execution of business transformations. Recognizing the
role of process modelling, a large number of modelling languages, methods and
techniques have been developed, each offering diverse advantages and having inherent
limitations.
22
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2. Ali, B. J., Anwar, G., Gardi, B., Jabbar Othman, B., Mahmood Aziz, H., Ali Ahmed, S.,
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Ahmed, SA, Hamza, PA, Ismael, NB, Sorguli, S., Sabir, BY (2021). Business
Communication Strategies: Analysis of Internal Communication Processes. Journal of
Humanities and Education Development, 3(3), 16-38.

3. Bolten, J. (2020). Intercultural business communication: An interactive approach. In

Exploring the rhetoric of international professional communication (pp. 139-155).
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4. Schartel Dunn, S. G., & Lane, P. L. (2019). Do Interns Know What They Think They
Know? Assessing Business Communication Skills in Interns and Recent Graduates.
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5. Bannier, C., Pauls, T., & Walter, A. (2019). Content analysis of business
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6. Smallwood, M. G. (2020). The need for cross-cultural communication instruction in

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Series: Materials Science and Engineering (Vol. 483, No. 1, p. 012106). IOP Publishing.

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application as a new paradigm for business communication: the role of COVID-19
knowledge, social distancing, and preventive attitudes. Frontiers in Psychology, 13.

9. Marsen, S. (2020). Navigating crisis: The role of communication in organizational

crisis. International Journal of Business Communication, 57(2), 163-175.

10. Cavanagh, T. M., Leeds, C., & Peters, J. M. (2019). Increasing oral communication
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11. Cyphert, D., Holke-Farnam, C., Dodge, E. N., Lee, W. E., & Rosol, S. (2019).
Communication activities in the 21st century business environment. Business and
Professional Communication Quarterly, 82(2), 169-201.

12. Ternberg, M. G. (2020). Library orientation for business students: A case study. College
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business returns to corporate social responsibility communication: An empirical test.
Business Ethics: A European Review, 28(3), 275-289.

14. Kelly, S., & MacDonald, P. (2019). A look at leadership styles and workplace solidarity
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15. Cortez, R. M., Gilliland, D. I., & Johnston, W. J. (2020). Revisiting the theory of
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Marketing Intelligence & Planning.

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contradictory perceptions of intercultural communication education (ICE) at a Chinese

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organizations and small business lending. The Review of Financial Studies, 33(12),
5750-5783.

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business. Review of Business, 39(1), 1-14.

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engagement in business networks: a conceptual matrix and propositions. European
journal of marketing, 55(6), 1643-1663.

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sustainable development goals: Priorities and correlations in the top business schools’
communication and legitimation strategies. Sustainability, 11(2), 302.

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communication for engineering students. Spectrum Journal of Innovation, Reforms and
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emojis affects perceptions of leaders. International Journal of Business
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ELT Journal, 74(2), 156-165.

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penetration, explicitness, and symbolic communication practices in Asia: A national
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Responsibility and Environmental Management, 27(3), 1425-1435.

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digital communication technologies in the Belgian human trafficking business.
European Journal on Criminal Policy and Research, 27, 215-238.

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3.0: Dynastic business families as families, organizations and networks—Outline of a
theory extension. Systems Research and Behavioral Science, 37(3), 516-526.

28. Jiang, H., & Shen, H. (2020). Toward a relational theory of employee engagement:
Understanding authenticity, transparency, and employee behaviors. International
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school. Journal of Education for Business, 96(6), 381-386.

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versus communication: comparing two approaches to process modelling. Business
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26
 CHAPTER III
RESEARCH AND METHODOLOGY
INTRODUCTION
This chapter gives an outline of research methods that were followed in the study. The
researcher describes the research design that was chosen for the purpose of this study and the
reasons for this choice. The instrument that was used for data collection is also described and
the procedures that were followed to carry out this study are included. The researcher also
discusses the methods used to analyse the data.
NEED AND PURPOSE OF THE STUDY
The purpose of the study focuses on the Impact of communication barriers in TCS . The
study was designed to gain a better understanding of the factors influencing communication
barriers. The study also analyses the different types of communication barriers and the solution
to the problem.
OBJECTIVES
• To study the various factors affecting the flow of communication in the organization.
• To study the Employees convinience on communication methods
• To study the major communication barrier which affects the employees performance.
SAMPLING TECHNIQUE
Purposive sampling technique is used for this research purpose.
SAMPLING AREA
The sample size of this study is 100.
AREA OF THE STUDY
The data were collected from various places in Chennai city.
DATA COLLECTION METHOD
The collection of are for research purpose is done through two sources
1. Primary Data
Primary data means fresh or raw data. The instrument used for the collection of data
from the sample respondents is a systematic formatted questionnaire. The questionnaire is
designed in such a way that it meets the various requirements of the objective set for the study
covering different aspects of the communication barriers affects the TCS company. The
questionnaire consists of 20 questions in all starting with the personal profile of the
respondents followed by questions based on objectives.

27
2. Secondary Data
Internet is the major source of secondary data. Data published in books, magazines,
newspapers etc. was also taken while doing this project.

STATISTICAL TOOLS FOR DATA ANALYSIS

• Pie chart
• Bar graph
• Percentage analysis
• Weighted average score
• Annova

LIMITATION OF THE STUDY

1. This study is restricted to only those respondents who work in TCS company.
2. The study reflects the opinion of respondents from the place Chennai only.
3. The study was based on primary data collected from sample employees by survey
method.

28
 CHAPTER IV
DATA ANALYSIS AND INTERPRETATION
AGE
Table 4.1
Factors Frequency Percentage (%)

21-30 29 29

31-40 59 59

41-50 11 11

Above 50 1 1

Total 100 100

CHART 4.1

AGE

11% 1%
29%

59%

21-30 31-40 41-50 ABOVE 50

INTERPRETATION
The above table depicts that out of total 100 respondents 59% falls on the age group of
31-40, 29% of respondents are 21-30 , 11% of respondents are 41-50 and 1% of respondents
fall on the age group of above 50.

It is concluded that majority (59%) of the respondents falls on the age group of 31-40.

29
GENDER
Table 4.2

Factors Frequency Percentage(%)

Male 60 60
Female 40 40
Others - -
Total 100 100

Chart 4.2

Gender

40%

60% Male
Female

INTERPRETATION
The chart depicts that 60% of respondents are males and 40% are females.
It is concluded that majority (60%) of the respondents are males.

30
EDUCATIONAL QUALIFICATION
Table 4.3

Factors Frequency Percentage(%)

Under gradation 32 32

Post graduation 48 48

Diploma 9 9

Professional 11 11

Others - -

Total 100 100

Chart 4.3

Educational qualification
60

50 48

40
32
30

20
11
9
10

0
0
Under graduate Post graduate Diploma Professional Others

INTERPRETATION
The above table describes that 48% of the respondents are post graduates , 32% are
under graduates , 11% are professionals and 9% of the respondents are Diploma.

It is concluded that majority (48%) of the respondent’s educational qualification is post

grautes.

31
ANNUAL INCOME
Table 4.4

Factors Frequency Percentage(%)

Below 4,00,000 19 19

4,00,000 – 6,00,000 38 38

6,00,000 – 10,00,000 33 33

Above 10,00,000 10 10

Total 100 100

Chart 4.4

Annual Income
40 38

35 33

30

25

20 19

15
10
10

0
Below 4,00,000 4,00,000 - 6,00,000 6,00,000 - 10,00,00 Above 10,00,000

INTERPRETATION
The above chart depicts that out of total respondents 38% have the annual income
between 4,00,000 and 6,00,000 , 33% have the annual incoime between 6,00,000 and 10,00,000
, 19% have the annual income of below 4,00,000 and 10% of the respondents have the annual
income of above 10,00,000.

It is concluded that the majority (38%) of the respondents have the annual income
between 4,00,000 and 6,00,000.

32
WHAT IS YOUR JOB POSITION IN THE COMPANY ?
Table 4.5

Factors Frequency Percentage%

Top level 19 19

Middle level 29 29

Operative level 52 52

Total 100 100

Chart 4.5

Position in the company

60
52

50

40
29
30
19
20

10

0
Top level Middle level Operative level

INTERPRETATION
The above table describes about the respondents position in the company, out of total
respondents 52% are in the operative level, 29% of the respondents are middle level and 19%
of the respondents are in the top level position in the company.

It is concluded that the majority 52% of the respondents are working in the operative
level in the company.

33
WHAT IS YOUR WORK EXPERIENCE?
Table 4.6

Factors Frequency Percentage%

1 – 2 years 21 21

3 – 5 years 53 53

6 – 10 years 15 15

Above 10 years 11 11

Total 100 100

Chart 4.6

Work eperiance

53
60

50

40

21
30
15
20 11

10

0
1 – 2 years 3 – 5 years 6 – 10 years Above 10 years

INTERPRETATION
The above table depicts that the 53% of the respondents have the work experience of
3-5 years, 21% of the respondents have 1-2 years, 15% of the respomdentsa have 6-10 years
and 11% of respondents have experience of above 10 years.
It is concluded that the majority 53% of the respondents have the work experience of
3-5 years.

34
HAVE YOU ATTENDED ANY COMMUNICATION TRAINING ?
Table 4.7

Factors Frequency Percentage

Yes 60 60

No 40 40

Total 100 100

Chart 4.7

Communication training

40%

60%

Yes No

INTERPRETATION
The above chart depicts that out of the total respondents 60% of the respondents have
attended the communication and 40% of the respondents does not attend the communication
training.
It is concluded that the majority 60% of the respondents have attended their
communication training.

35
HAVE YOU FACED ANY OF THESE COMMUNICATION BARRIERS ?
Table 4.8

Factors Frequency Percentage % Total

Semantic 68 68 100

Psychological 80 80 100

Organizational 69 69 100

Cultural 41 41 100

Physical 21 21 100

Physiological 9 9 100

Chart 4.8

Communication barriers

Physiological 9

Physical 21

Cultural 41

Organizational 69

Psychological 80

Semantic 68

0 10 20 30 40 50 60 70 80 90

INTERPRETATION
The above table describes that out of total respondents 80% of the respondents have
faced psychological barriers, 69% have faced organizational barriers, 68% have faced semantic
barriers, 41% have faced cultural barriers, 21% have faced physical barriers and 9% of the
respondents have faced physiological barriers.
It is conluded that the majority 80% of the respondents have faced psychological
barriers.

36
 HOW DOES THESE COMMUNICATION BARRIERS AFFECTS THE
ORGANIZATIONAL PERFORMANCE?
Table 4.9
Adversly Neutral Favourable No Weighted
Level
Factors affect affect affect affect Total average Rank
score
4 3 2 1 score
Level 47 26 27 0 100
Semantic 3.2 2
Score 188 78 54 0 320
Level 23 69 8 0 100
Psychological 4.07 1
Score 92 207 108 0 407
Level 29 38 33 0 100
Organizational 2.96 6
Score 116 114 66 0 296
Level 23 55 22 0 100
Cultural 3.01 5
Score 92 165 44 0 301
Level 34 45 21 0 100
Physical 3.13 3
Score 136 135 42 0 313
Level 26 55 18 0 100
Physiological 3.05 4
Score 104 165 36 0 305
Chart 4.9

Communication barriers affect organization

80 69

60 55 55
47 45
38
40 33 34
26 27 29 26
23 23 22 21 18
20
8
0 0 0 0 0 0
0
Semantic Psychological Organizational Cultural Physical Physiological

Adversly affect (%) Neutral affect(%) Favourable affect(%) No affect(%)

INTERPRETARION
The above table depicts that Psychological barriers had adversly affected in the
organization followed by semantic, physical, physiological, cultural and organizational
barriers.
It is concluded that the majority of the respondents said that the Psychological barriers
had adversly affected in the organization.

37
WHAT ARE THE WAYS COMMUNICATION BARRIERS CAN BE
CONTROLLED ?
Table 4.10

Factors Frequency Percentage% Total

Know your receiver 58 58 100

Minimize the use of technical jargon 75 75 100

Use verbal or written communication more 83 83 100

Be clear 44 44 100

Message should be concrete 26 26 100

Chart 4.10

Ways to control communication barriers

90 83
80 75
70
58
60
50 44
40
30 26

20
10
0
Know your receiver Minimize the use of Use verbal or written Be clear Message should be
technical jargon communication more concrete

INTERPRETATION
The above chart depicts that out of total respondents 83% of the respondents said that
“Use verbal or written communication more”, 75% said minimize the use of technoical jargon,
58% said know your receiver, 44% said be clear, 26% of the respondents said message should
be clear.
It is concluded that the majority 83% of the respondents said that “Use verbal or written
communication more”.

38
HAVE YOU EVER HELPED YOUR COLLEAGUE TO OVERCOME
COMMUNICATION BARRIERS ?
Table 4.11

Factors Frequency Percentage%

Yes 13 13

No 87 87

Total 100 100

Chart 4.11

Have you ever helped your colleague

13%

87%

Yes No

INTERPRETATION
The above chart depicts that out of total respondents 87% respondents did not helped
their colleagues to overcome communication barriers, 13% helped their colleagues to
overcome communication barriers.
It is concluded that majority 87% respondents did not helped their colleagues to
overcome communication barriers.

39
WHAT WILL BE YOUR MOST PREFERRED WAY OF
COMMUNICATION AMONG YOUR COLLEAGUES ?
Table 4.12

Factors Frequency Percentage%

Verbal communication 5 5

Non verbal communivcation 95 95

Total 100 100

Chart 4.12

Most preferred way of communication among your

colleagues

5%

95%

Verbal communication Non verbal communivcation

INTERPRETATION
The above table describes that out of total respondents 95% of the respondents prefer
non verbal communication among their colleagues and 5% of the respondents prefer verbal
communication among their colleagues.
It is concluded that majority 95% of the respondents prefer non verbal communication
among their colleagues.

40
IF NON VERBAL WHAT ARE THE METHODS ?
Table 4.13
Weighted
Level Always Sometimes Rarely Never
Factors Total average Rank
Score 4 3 2 1
score
Level 19 34 47 0 100
Eye contact 2.72 4
Score 76 102 94 0 272
Level 30 57 13 0 100
Gestures 3.17 2
Score 120 171 26 0 317
Body Level 36 45 19 0 100
3.17 3
language Score 144 135 38 0 317

Fcial Level 33 56 11 0 100

3.22 1
expressions Score 132 168 22 0 322

Chart 4.13

Non verbal methods used for communication

60 57 56

50 45 47

40 36 34
33
30
30
19 19
20
13 11
10
0 0 0 0
0
Always Sometimes Rarely Never

Eye contact Gestures Body language Fcial expressions

INTERPRETATION
The above table depicts that the respondents always prefer using facial expressions as
a method of non verbal communication, followed by gestures, body language and the least
preference by the respondents is eye contact.
It is concluded that the majority of the respondents always prefer using facial
expressions as a method of non verbal communication.

41
HAVE YOU EVER ENCOUNTERED ANY VERBAL
MISCOMMUNICATION IN YOUR TEAM ?
Table 4.14

Factors Frequency Percentage %

Always 4 4

Sometimes 67 67

Rarely 29 29

Never 0 0

Total 100 100

Chart 4.14

Verbal miscommunication

70

60

50

40
67
30

20
29
10
4 0
0
Always Sometimes Rarely Never

INTERPRETATION
The above table depicts that out of total respondents 67% of the respondents sometimes
encountered verbal miscommunication, 29% rarely encountered and 4% of the respondents
had always encountered verbal miscommunication.
It is concluded that majority 67% of the respondents sometimes encountered verbal
miscommunication.

42
HOW WILL YOU RESOLVE SUCH VERBAL MISCOMMUNICATION?
Table 4.15

Factors Frequency Percentage %

Proper training 20 20

Guidance from superiors 36 36

Self practice 26 26
Improve language
18 18
proficiency
Total 100 100

Chart 4.15

Resolving verbal communication

Improve language proficiency 18

Self practice 26

Guidance from superiors 36

Proper training 20

0 5 10 15 20 25 30 35 40

INTERPRETATION
The above chart depicts that out of total respondents 36% of the respondents will
resolve the verbal miscommunication by the guidance from the superiors, 26% by self
practice, 20% by proper training and 18% by improving language proficiency.
It is concluded that the majority 36% of the respondents will resolve the verbal
miscommunication by the guidance from the superiors.

43
HOW SATISFIED ARE YOU WITH THE VERBAL COMMUNICATION
BETWEEN DIFFERENT DEPARTMENTS IN YOUR COMPANY ?
Table 4.16

Factors Frequency Percentage %

Highly satisfied 11 11

Satisfied 43 43

Neutral 20 20

Dissatisfied 24 24

Highly Dissatisfied 2 2

Total 100 100

Chart 4.16

Satisfaction level of communication between different

departments
2%

11%

24%

43%
20%

Highly satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied

INTERPRETATION
The above chart describes that out of total respondents 43% of the respondents are
satisfied with the verbal communication between the different departments, 24% are
dissatisfied, 20% are neutral, 11% are highly satisfied, 2% are highly dissatisfied.
It is concluded that majority 43% of the respondents are satisfied with the verbal
communication between the different departments.

44
HOW SATISFIED ARE YOU WITH THE OVERALL
COMMUNICATION FLOW IN YOUR ORGANIZATION ?
Table 4.17

Factors Frequency Percentage %

Highly satisfied 6 6

Satisfied 17 17

Neutral 21 21

Dissatisfied 49 49

Highly Dissatisfied 7 7

Total 100 100

Chart 4.17

Satisfaction level of overall communication

50 49
45
40
35
30
25
20 21
15
17
10
7
5 6
0
Highly satisfied Satisfied Neutral Dissatisfied Highly
Dissatisfied

INTERPRETATION
The above chart describes that out of total respondents 49% of the respondents are
dissatisfied with the overall communication flow in the organization, 21% are neutral, 17 are
satisfied, 7% are highly dissatisfied and 6% are highly satisfied.
It is concluded that majority 49% of the respondents are dissatisfied with the overall
communication flow in the organization.

45
HOW WOULD YOU RATE YOUR OVERALL COMMUNICATION
SKILLS ?
Table 4.18

Very Very Weighted

Level Excellent Fair Poor
Factors good poor Total Average Rank
Score 5 3 2
4 1 score

Level 37 15 44 4 0 100
Spoken 3.85 3
Score 185 60 132 8 0 385

Level 16 60 18 6 0 100
Written 3.86 2
Score 80 240 54 12 0 386

Level 37 39 22 2 0 100
Virtual 4.11 1
Score 185 156 66 4 0 411

Chart 4.18

Individuals rating on overall communication skills

70
60
60

50 44
40 37 3739

30
22
16 18
20 15

10 4 6
0 0 2 0
0
Spoken Written Virtual

Excellent Very good Fair Poor Very poor

INTERPRETATION
The above table depicts that respondents are excellent in virtual communication skills
followed by written communication and spoken communication.
It is concluded that majority of the respondents are excellent in virtual communication
skills.

46
HYPOTHESIS I

H1: There is significant relation between age group and communication barriers faced by the
employees.
H0: There is no significant relation between age group and communication barriers faced by
the employees.

Annova
SUMMARY
Groups Count Sum Average Variance
29 3 71 23.6667 961.333
68 5 220 44 921

Source of Variation SS df MS F P-value F crit

Between Groups 775.208 1 775.208 0.82959 0.3975 5.98738
Within Groups 5606.67 6 934.444
Total 6381.88 7

INTERPRETATION
The p value is greater than 0.05 hence Null hypothesis (H0) there is no significant
relation between age and communication barriers faced by the employees. The alternative
hypothesis have been rejected and Null hypothesis has been accepted.

47
HYPOTHESIS II

H1: There is significant relation between work experience and communication barriers faced
by the employees
H0: There is no significant relation between work experience and communication barriers
faced by the employees

ANNOVA

SUMMARY

Groups Count Sum Average Variance

21 3 79 26.33333 537.3333

6 5 194 38.8 1413.2

Source of Variation SS df MS F P-value F crit

Between Groups 291.4083 1 291.4083 0.259897 0.628394 5.987378

Within Groups 6727.467 6 1121.244

Total 7018.875 7

INTERPRETATION
The p value is greater than 0.05 hence Null hypothesis (H0) there is no significant
relation between work experience and communication barriers faced by the employees. The
alternative hypothesis have been rejected and Null hypothesis has been accepted.

48
HYPOTHESIS III

H1: There is significant relation between work experience and satisfaction towards the overall
communication flow in the organization
H0: There is no significant relation between work experience and satisfaction towards the
overall communication flow in the organization

ANNOVA

SUMMARY

Groups Count Sum Average Variance

21 3 79 26.33333 537.3333

68 5 220 44 921

Source of Variation SS df MS F P-value F crit

Between Groups 585.2083 1 585.2083 0.737864 0.42333 5.987378

Within Groups 4758.667 6 793.1111

Total 5343.875 7

INTERPRETATION
The p value is greater than 0.05 hence Null hypothesis (H0) there is no significant
relation between work experience and satisfaction towards the overall communication flow in
the organization . The alternative hypothesis have been rejected and Null hypothesis has been
accepted.

49
 CHAPTER V
FINDINGS, SUGGESTIONS AND CONCLUSION
FINDINGS

• Majority (59%) of the respondents falls on the age group of 31-40.

• Majority (60%) of the respondents are males.
• Majority (48%) of the respondent’s educational qualification is post grautes.
• Majority (38%) of the respondents have the annual income between 4,00,000 and
6,00,000.
• Majority 52% of the respondents are working in the operative level in the company.
• Majority 53% of the respondents have the work experience of 3-5 years.
• Majority 60% of the respondents have attended their communication training.
• Majority 80% of the respondents have faced psychological barriers.
• Majority of the respondents said that the Psychological barriers had adversly affected
in the organization.
• Majority 83% of the respondents said that “Use verbal or written communication
more”.
• Majority 87% respondents did not helped their colleagues to overcome communication
barriers.
• Majority 95% of the respondents prefer non verbal communication among their
colleagues.
• Majority of the respondents always prefer using facial expressions as a method of non
verbal communication.
• Majority 67% of the respondents sometimes encountered verbal miscommunication.
• Majority 36% of the respondents will resolve the verbal miscommunication by the
guidance from the superiors.
• Majority 43% of the respondents are satisfied with the verbal communication between
the different departments.
• Majority 49% of the respondents are dissatisfied with the overall communication flow
in the organization.
• Majority of the respondents are excellent in virtual communication skills.

50
SUGGESTIONS

✓ The organization should provide enough training to employees on communication to

achieve the organizational objectives.
✓ The experience employees and higher officials should help their collegues and
subordinates to overcome miscommunication.
✓ Employees should be psychologically strong enough to face any communnication
barriers.
✓ The organization should make employees feel free to work in their group so that the
miscommunication can be avoided.
✓ The organization should give counselling to employees who are psychologically weak
so thery will be clear in communication.
✓ The organization should insist the employees to use verbal communication more than
non verbal verbal communication inorder to avoid communication barriers and
miscommunication.
✓ Top level managent of the company should insist the higher level and experianced
employees to guide the subordinates who are fresher and struggling for healthy
communication.
✓ Employees should use Non verbal communication more than verbal communication
amomg their collegues and when they are in the informal condition so the employees
feel stress free and pressure free.
✓ Communication flow between departments should be proper enough inorder to avoid
any miscommunication.
✓ The overall communication flow in the organization should be reframed according to
the employees satisfaction and benefits because 49% of the respondents are dissatisfied
with overall communiaction flow of the organization.
✓ The employees are more efficient in virtual communication because nowadays
technlogy is developing rapidly and also organization should take corrective measures
to improve other verbal communication.

51
CONCLUSION

In conclusion, communication barriers refer to obstacles that hinder effective

communication between individuals or groups. These barriers can occur at various levels,
including interpersonal, organizational, cultural, and technological. Understanding and
addressing these barriers is crucial for achieving successful communication and avoiding
misunderstandings or conflicts. Overcoming communication barriers requires a proactive
approach, emphasizing mutual understanding, active listening, and adapting communication
styles to suit different contexts. By recognizing and addressing these barriers, individuals and
organizations can enhance communication effectiveness, build stronger relationships, and
achieve their goals more efficiently.

52
 CHAPTER VI
BIBLIOGRAPHY
BIBLIOGRAPHY
• www.tcs.com
• www.wikipedia.com
• www.in.indeed.com
• www.scribd.com
• www.haillo.com

JOURNALS

• Cavanagh, T. M., Leeds, C., & Peters, J. M. (2019). Increasing oral communication
self-efficacy improves oral communication and general academic performance.
Business and Professional Communication Quarterly, 82(4), 440-457.

• Cyphert, D., Holke-Farnam, C., Dodge, E. N., Lee, W. E., & Rosol, S. (2019).
Communication activities in the 21st century business environment. Business and
Professional Communication Quarterly, 82(2), 169-201.

• Ternberg, M. G. (2020). Library orientation for business students: A case study. College
& Research Libraries News, 44(4), 114-115.

53
CHAPTER VII
ANNEXURE
 ANNEXURE
Questionnaire: A study on Impact of communication barriers in TCS
1. Name
2. Age
a) Below 20
b) b) 21 – 30
c) c) 31 – 40
d) d) 41 – 50
e) e) Above 50
3. Gender
a) Male b) Female c) Others
4. Educational qualification
a) Under graduation
b) Post graduation
c) Diploma
d) Professional
e) Others
5. Annual Income
a) Below 4,00,000
b) 4,00,000 – 6,00,000
c) 6,00,000 – 10,00,000
d) Above 10,00,000
6. What is your job position in the company?
a) Top level
b) Middle level
c) Operative / Low level
7. Work experience
a) 1 – 2 years
b) 3 – 5 years
c) 6 – 10 years
d) Above 10 years
8. Have yor attended any communication training?
a) Yes
b) No
54
 9. Have you faced any of these communication barriers?
a) Semantic
b) Psychological
c) Organizational
d) Cultural
e) Physical
f) Physiological
10. How does these communication barriers affect the organizatoional performance?

Adversly affect Neutral affect Favourable affect No naffect

Semantic
Psychological
Organizational
Cultural
Physical
Physiological

11. What are the ways the communication barriers can be controlled?
a) Know your customer
b) Minimize the use of technical jargon
c) Use verbal or written communication more
d) Be clear
e) Message should be concrete
12. Have you ever helped your collegue to overcome communication barriers?
a) Yes
b) No
13. What will be your most preferred way of communication among your collegues?
a) Verbal
b) Non verbal
14. If Non verbal what arev the methods?

Always Sometimes Rarely Never

Eyecontact

Gestures

55
Body language
Facial
expression

15. Have you ever encountered any verbal miscommunication in your team?
a) Always
b) Sometimes
c) Rarely
d) Never
16. How will you resolve such verbal miscommunication?
a) Proper training
b) Guidance from superiors
c) Self practice
d) Improve language proficiency
17. How satisfied are you with the verbal communication between different department in
your company?
a) Highly satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Highly dissatisfied
18. How satisfied are you with the overall communication flow in your organization?
a) Highlyt satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Highly satisfied
19. How would you rate your overall communiaction skills?
Excellent Very good Fair Poor Very poor
Spoken
Written
Virtual

56