The communication process Creating Encoding Transmitting please refer these terms Receiving Decoding Flows of communication Up-ward Down ward please refer these terms Diagonal Lateral (Barrier to effective communication - how we fail to)/(frac (communicate?)(2)) There are many reasons that communication fails Since the transfer and processing of information is the major product in service, the increase in effective communications will substantially improve the service they provide. 1. Structure - the larger the company, the more number of people and offices within the organization that are involved or may have an interest in a particular message. As more people involved, the chances for people to misread the message or get left out increase exponentially. 2. Authority/ status - when the receiver and sender are not of the same authority or status, either one or both may listen or speak in a less than full and open manner. Customer contact employees are all too familiar with this situation with in a company.They are not often expected to act as equals when communicating with their boss. Unfortunately this often leads to poor communication. They may withhold or change information because of the desire to impress or a fear of reprimand. 21/Page CUSTOMER CARE & SERVICE 2016e.c 3. Language problems - problems of misperceptions are the result of a difference in perception. This usually manifests it self as differences in the interpretations of the connotations of the words. Difference in perception come from a number of sources. The sender and the receiver may come from different regions of the country or world and interpret the word differently. The use of slang or non standard (sub standard) English is another problem. The sender's choice of words can