Question

A Business Process Outsourcing centre, 'Chromosome' which deals in conversion of voice reports dictated by physicians and other healthcare providers into text format has 40 employees. They ensure that their employees are well versed in at least one foreign language and one Indian language. The employees are also given the required training to ensure that the reports are processed correctly as they are the backbone of the patients' medical history. On frequent complaints about some of its employees, it was observed that they were facing problems in decoding the message as they were not very proficient with the language in which the voice message was received. As a result, they would make mistakes causing different meaning to the message. Not only this, sometimes there were technical words used in voice reports, the actual meaning of which was also not understood by the employees. Due to this, 'Chromosome' was slowly losing its business to competitors.
The above case highlights two communication barriers. Identify and explain these barriers.

Hint:

Effective communication requires clarity, language proficiency, and familiarity with technical terms. Organizations must provide adequate training to employees handling specialized content.

Answer 1

Translation Errors
- When communication requires translation between languages, inaccuracies can occur if the translator lacks fluency in both.
- At 'Chromosome', inadequate language training for employees resulted in misinterpretations of voice reports and incorrect messaging.
Specialized Terminology
- Technical terms commonly used by experts can be challenging for those outside the field to understand.
- 'Chromosome' staff encountered difficulties interpreting medical terminology from physicians, causing transcription mistakes.