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:

For communication barriers, remember "LJ PSST" - Language, Jargon, Psychological, Status, Semantic, Technological. Always match barriers with case evidence.

Answer 1

The case presents two primary communication barriers:

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1. Language/Semantic Barrier
   • Definition: Arises from discrepancies in language, vocabulary, or interpretation.
   • Case Evidence:
     • Employees demonstrated limited language proficiency.
     • Misinterpretations led to altered message meanings.
   • Impact:
     • Resulted in inaccurate medical reports.
     • Eroded client trust.
   • Solution:
     • Implement advanced language training.
     • Conduct medical terminology workshops.
2. Technical/Jargon Barrier
   • Definition: Occurs when specialized terminology is not understood.
   • Case Evidence:
     • Technical terms were not comprehended.
     • Healthcare-specific language posed difficulties.
   • Impact:
     • Led to incorrect transcriptions.
     • Created a competitive disadvantage.
   • Solution:
     • Develop a glossary of medical terms.
     • Engage subject matter experts for consultation.