Transcript Barriers in Communication

Barriers to
Communication
Barriers to
Communication
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Barriers complicate, confuse
and interfere with everyday
communication.
Barriers may be recognized
or unrecognized.
Barriers may be intentional
or unintentional.
Barriers To Communication
1. Muddled Messages
Messages that are:
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Ambiguous
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Vague
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Confusing
Some examples
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“Wanted – Saddle for 14
year-old girl”
“We want happy
customers.”
“We stand behind our
services.”
“I want to know what you
are thinking.”
“We are committed to our
employees.”
2. Stereotyping
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Perception – Assumptions
not facts
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“He has work experience; he
knows how to do his job.”
“Numbers don’t lie.”
“Nobody likes to argue.”
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3. Wrong Channel
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Slamming door to show anger
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Telling, not showing
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Remembering, not writing
down
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One unhappy employee telling
an applicant about your
business
4. Language
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What is a foreign language?
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“Do you want to eat a grinder
for lunch?”
“Your salary will be $2,000
per month.”
“Take the green goose down
to the Gerken’s shed.”
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5. Lack of Feedback
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Feedback is the mirror of
communication – it mirrors what
the sender has sent.
“I know what I said; you don’t
have to repeat it.”
versus
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“Please tell me in your own
words what I have told you.”
6. Poor listening skills
What are the signs?
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Passive rather than active
listening
Little interest in feedback
Lack of eye contact
Talking instead of listening
Expecting message on silver
platter
Frowns, looks of doubt,
shaking head no, defensive
posture
7. Personal characteristics
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Arrogant versus Humble
Unlikable versus Likeable
Weak versus Self-confident
Uncaring versus Caring
Sour versus Humorous
Unkind versus Kind
8. Disorganization
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Lack of written job descriptions
and work protocols
No time for questions
Meetings without clear
beginnings, middles and
closings
9. Lack of communication
aids
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Telephones and radios
Bulletin board
Filing system
Newsletters that are read
Web site that is easy to
navigate
Meetings
10. Place
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Lack of interruptions
Privacy
No phones
Comfortable chairs and table
Refreshments
How serious is each of
these barriers for you?
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Muddled messages
Stereotyping
Wrong channel
Language
Lack of feedback
Poor listening skills
Personal characteristics
Disorganization
Lack of communication aids
Place
Some more Barriers to
Communication
• Playing power games: where
communication is politically motivated.
• Withholding information: for example a
cover-up of an error or omission.
• Absence of communication channels:
some recipients may not have access to
the channel of communication that was
assumed by the sender. For example
email may be unavailable when out of the
workplace.
Some more Barriers to
Communication
• Management by memo: instructions
via memo rather than face to face.
• Spatial separation: geographical
separation can influence the extent
and quality of communication
• Emotional sensitivity: for example the
receiver may be particularly sensitive to
criticism..
Some more Barriers to
Communication
• Hidden agendas: where the person may
be influencing for an undisclosed reason.
• Background noise: the level of
background noise can impede effective
communication. The large number of
emails now being sent is one type of
background noise that impedes its use as an
effective communication tool.
• Prejudices:
personal prejudices and
beliefs about types of people can impact the
effectiveness of communication
Communication Barriers
Exhibit 9-3
Cultural Communication Differences
Communication
In the United States
Elsewhere
Eye contact
Direct
In many Asian Countries, extended eye
contact is unacceptable.
Time orientation
Punctual—”Time is Money”
Asian and Latin American cultures have
longer time horizons; resolving issues is
more important than being on time.
Answering questions Direct and factual
Many Asian cultures view being direct as
rude and aggressive.
Self-presentation
Self-promotion rewarded
Many other cultures (e.g., Asian, Russian)
find this rude.
Posture
Open body posture
arms relaxed)
In Japan, a closed body posture is (e.g.,
preferred (e.g., crossed arms and legs)
Indicating “no”
Shaking one’s head from
to side
In Bulgaria, the “no” signal means “I’m side
listening,” rather than “I disagree.”
Communication Barriers
Communication
message
Organizational Barriers
Communication
barriers
True
understanding
Individual Barriers
• Information overload
• Differing perceptions
• Noise
• Semantic differences
• Time pressures
• Status differences
• Network breakdowns
• Information distortion
• Consideration of selfinterest
• Cross-cultural barriers
• Personal space
• Poor listening skills
Barriers in
Communication
(that have to do with the
COMMUNICATOR)
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Unwillingness to say things differently
Unwillingness to relate to others
differently
Unwillingness to learn new approaches
Lack of Self-Confidence
Lack of Enthusiasm
Voice quality
Prejudice
Barriers in Communication
(that have to do with the
COMMUNICATOR)
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Disagreement between verbal and
non-verbal messages
Negative Self Image
Lack of Feedback
Lack of Motivation and Training
Language and Vocabulary Level
Lack of Self Awareness
Barriers in Communication
(that have to do with the
RECEIVER)
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Selective Perception
Unwillingness to Change
Lack of Interest in the Topic/Subject
Prejudice & Belief System
Rebuttal Instincts
Personal Value System
Here-and-Now internal & external
factors
External Barriers in
Communication
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Environment
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The venue
The effect of noise
Temperature in the room
Other People – Status,
Education
Time
Improving communication
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Which barrier are you going
to work on first?
Which barrier are you going
to work on second?
Who is going to help you
improve your communication
skills?
Who is going to give you
feedback in three months?
The Good News!
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Everyone can become a better
communicator
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Hard work and an open mind
can bring big rewards
Overcoming
Communication
Barriers
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Communication audit
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Analysis of an organization’s internal
and external communication to assess
communication practices and
capabilities and determine needs
Overcoming
Communication Barriers
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Individual actions
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Know your audience
Select an appropriate
communication medium
Encourage feedback
Regulate information flow and
timing
Listen actively
Overcoming Communication Barriers
1. Stop
Howtalking.
to Be an Active Listener
Often, we talk more than we should without giving
the other person a chance to respond. If we are
thinking about what we will say when we talk, we
cannot focus attention on the person we wish to
listen to. Do not interrupt.
2. Pay attention.
Do not allow yourself to be distracted by thinking
about something else. Often, we need to make an
active effort to pay attention when others are
speaking.
3. Listen empathetically.
Try to take the speaker’s perspective. Mirror the
speaker’s body language and give him or her
nonjudgmental encouragement to speak.
How to Be an Active Listener
4. Hear before evaluating.
Do not draw premature conclusions or look for
points of disagreement. Listen to what the person
has to say before jumping to conclusions or
judgment.
5 Listen to the whole message.
Look for consistency between the verbal and the
nonverbal messages. Try to assess the person’s
feelings or intentions, as well as just facts.
6. Send feedback.
In order to make sure that you have heard correctly,
paraphrase what was heard and repeat it to the
person you were listening to.
Thank you