Introduction Communication is a vital element in any organization. It determines the perspective or the image customers have towards an organization. For effective communication within an organization, information has to flow smoothly from the source to the receiver (Ojo 2002). Besides, it has to be conveyed to the right parties. When communicating, the receiver must take time to listen. This facilitates grasping the information and giving the correct response. This paper aims at highlighting communication barriers based on a video clip. Major challenges in the communication One of the challenges exhibited in this conversation is the lack of parties to pay attention to each other when communicating. Mrs. Richards does not give the receptionist a chance to explain herself. This is the reason why the receptionist gets furious and shouts at her. Besides, when Mr. Emanuel comes to rescue the situation there is a challenge in encoding the information he is passing to Mrs. Richards (Fawlty towers 2009). The two do not get each other leading to Mrs. Richards using abusive language. Eventually, the two leaves without getting each other when Mrs. Richards becomes annoyed. Importance of effective communication in promoting good organizational behavior Communication greatly influences employee behavior. Normally, employees tend to be subjective when absorbing information and only select information that favors their needs (Ojo 2002). Besides, if employees sense that there is a sort of command in the information being conveyed they tend to be rebellious. This is well demonstrated in the conversation between the receptionist and the client. Initially, the receptionist was courteous when dealing with Mrs. Richards. On learning that Mrs. Richards was sort of commanding her, the receptionist became rebellious and shouted at her. Effective communication nurtures mutual respect not only between employees but also between employees and their customers. There is a perception that customers are always right and no employee is supposed to question their behavior. However, when an employee realizes that a customer is taking advantage of him or her respect flew through the window and the employee no longer respects the customer. In this scenario, the receptionist initially addresses Mrs. Richards with respect. On realizing that Mrs. Richard was not ready to respect other customers, the receptionist runs out of patience and no longer respected her. This went to an extent of acrimony with both blaming each other. Effective communication facilitates building trust in an organization (Ojo 2002). When employees listen to customers’ complaints and customers listen employees’ explanations a problem is amicably solved leading to the parties trusting one another. In the scenario depicted by the video clip, there is no trust between Mrs. Richards and the reception. Mrs. Richards goes to an extent of complaining that she has never seen another institution offering such poor services. This leads to the receptionist being relaxed in attending to her. Effect of non-verbal communication on employees with disabilities Effective communication entails both verbal and non-verbal communication. The speaker’s feelings are best expressed by his or her non-verbal cues. This underlines the need for communicators to pay attention to non-verbal cues. Another area where non-verbal communication plays a greater role is when conversing with people with a disability such as visual impairment and hearing