A Businese Procese Outsourcing centre, Chromosomewhich deals in conversion of…

A Businese Procese 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 patiente’ medical history. On frequent complaints about some of ite 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 voicé 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.

Ans.

The above case highlights two communication barriers:

1. Language Barrier:

   • Employees at ‘Chromosome’ are required to be proficient in at least one foreign language and one Indian language.

   • However, some employees faced difficulties in decoding messages due to their lack of proficiency in the language in which the voice messages were received.

   • This language barrier resulted in misinterpretations and mistakes in the conversion of voice reports into text format.

   • Misunderstandings caused by language barriers can lead to errors in communication, affecting the accuracy and quality of the converted reports.

2. Technical Jargon Barrier:

   • The case also mentions the presence of technical words in the voice reports that some employees did not understand.

   • Lack of familiarity with technical terminology used in the healthcare industry could hinder employees’ ability to accurately transcribe and interpret the reports.

   • Misinterpretation of technical terms can lead to inaccuracies in the converted text, affecting the integrity and reliability of the medical records.

   • Without proper understanding of technical jargon, employees may struggle to convey the correct meaning of the message, which can ultimately impact patient care and satisfaction.

These communication barriers highlight the importance of language proficiency and specialized training in understanding technical terminology for effective communication and accurate processing of voice reports in ‘Chromosome’. Addressing these barriers through language training programs and providing resources for learning technical terms can help improve the quality of communication and enhance the efficiency of operations in the organization.