5 barriers to effective communicationPresentation Transcript
Barriers to Effective Communication Dr. Eduardo Bustos Farías
Missed communication As Purchasing ordered it. As the Art Dept. designed it. As the Supervisor implemented it. As the Manager Requested it. As Marketing wrote it up. What the Employee really wanted!
Barriers to Successful Communication
Ability of the sender – how much the sender understands of the message they are trying to send
Content – including technicalities and jargon
Method of communication – including style and body language where appropriate!
Skills and attitude of the receiver
Organisational factors – complexity of the organisation, scope of the organisation
Perceptions, prejudices and stereotypes
Inappropriate target for the message
Technical capabilities – ICT!
Barriers to Effective Communication
Process Barriers: involve all components of the perceptual model of communication
Personal Barriers: involve components of an individual’s communication competence and interpersonal dynamics between people communicating
Physical Barriers: pertain to the physical distance between people communicating
Semantic Barriers: relate to the different understanding and interpretations of the words we use to communicate
For class discussion: Which of the barriers to effective communication is the most difficult to deal with? Explain.
Ability to effectively communicate
Way people process and interpret information
Level of interpersonal trust between people
Stereotypes and prejudice
Poor listening skills
Neutral tendency to evaluate or judge a sender’s message
Inability to listen with understanding
Barriers to Effective Communication Filtering A sender’s manipulation of information so that it will be seen more favorably by the receiver. Selective Perception People selectively interpret what they see on the basis of their interests, background, experience, and attitudes. Information Overload A condition in which information inflow exceeds an individual’s processing capacity.
Barriers to Effective Communication (cont’d) Emotions How a receiver feels at the time a message is received will influence how the message is interpreted. Language Words have different meanings to different people. Communication Apprehension Undue tension and anxiety about oral communication, written communication, or both.
Communication Barriers Between Men and Women
Men talk to:
Emphasize status, power, and independence.
Complain that women talk on and on.
To boast about their accomplishments.
Women talk to:
Establish connection and intimacy.
Criticize men for not listening.
Speak of problems to promote closeness.
Express regret and restore balance to a conversation.
Knowledge Management (KM) Why KM is important: Intellectual assets are as important as physical assets. When individuals leave, their knowledge and experience goes with them. A KM system reduces redundancy and makes the organization more efficient. Knowledge Management A process of organizing and distributing an organization’s collective wisdom so the right information gets to the right people at the right time.
Choice of Communication Channel
Characteristics of Rich Channels
Handle multiple cues simultaneously.
Facilitate rapid feedback.
Are very personal in context.
Channel Richness The amount of information that can be transmitted during a communication episode.
“ Politically Correct” Communication
Certain words stereotype, intimidate, and insult individuals.
In an increasingly diverse workforce, we must be sensitive to how words might offend others.
Removing certain words from the vocabulary makes it harder to communicate accurately.
Removed: death , garbage, quotas , and women .
Replaced with terms: negative patient outcome , postconsumer waste materials , educational equity , and people of gender .
Differences among perceptions
Assume differences until similarity is proven.
Emphasize description rather than interpretation or evaluation.
Treat your interpretations as a working hypothesis.
Communication Techniques for Problem Solving
1. To the person involved in the problem:
Relate the facts
Give your interpretation of them
Explain how you feel about it
2. Listen to their response:
How does the other person feel, see, interpret?
3. Questions to ask:
Is it possible to change the situation or to compromise?
If the situation cannot be changed, can you or the other person accept it?
Communication Techniques for Problem Solving
4. When a solution is agreed upon by both parties, either through a willingness to change on one person’s part or through a compromise by both parties, put the agreement in writing so that both are aware of the terms of the agreement.
5. Expect improvements to happen in small increments. During the early stages encourage changes with positive feedback, avoid criticism for falling short.
6. When you know the person is capable of keeping their agreement and they continue to break it, state the consequences and most importantly, follow through!
Communication Barriers and Cultural Context High-Context Cultures Cultures that rely heavily on nonverbal and subtle situational cues to communication. Low-Context Cultures Cultures that rely heavily on words to convey meaning in communication.