The document discusses common barriers to communication and best practices for effective listening. It identifies 12 common barriers including semantics, poor channel choice, distractions, status differences, emotions, perceptions, filtering information, evaluating the source, lack of feedback, information overload, and poor listening. It then provides guidance on overcoming these barriers through practices like using feedback well, listening to understand rather than respond, using simple and appropriate language, and supportive rather than defensive communication. Key aspects of supportive communication include being descriptive, problem-oriented, specific, owned, validating, and flexible. The document emphasizes the importance of listening without interrupting and removing distractions to truly understand others.

1. COMMON BARRIERS TO
COMMUNICATION
1. SEMANTICS
Definition of words
Choice of words

2. COMMON BARRIERS TO
COMMUNICATION
2. POOR CHOICE, USE OF CHANNELS
 When to use certain channel
Oral alone:
• Simple reprimand
• Settle simple dispute
Written alone:
• Don’t need immediate feedback
• Need record

3. COMMON BARRIERS TO
COMMUNICATION
2. USE OF CHANNELS
Both channels:
• Commendation
• Serious reprimand
• Important policy change
Nonverbal
• Be aware of it.

4. COMMON BARRIERS TO
COMMUNICATION
3. PHYSICAL DISTRACTIONS
4. NOISE, PHYSICAL,
PSYCHOLOGICAL
5. STATUS DIFFERENCE
6. EFFECTS OF EMOTIONS

5. COMMON BARRIERS TO
COMMUNICATION
7. PERCEPTIONS
Stereotypes
Halo effects
Selective perception
• See and hear what we expect
• Ignore if conflicts with “what we know.”
Projection

6. COMMON BARRIERS TO
COMMUNICATION
8. FILTERING, SCREENING
NEGATIVE INFORMTAION
9. EVALUATING THE SOURCE
10.ABSENCE OF FEEDBACK,
POOR FEEDBACK

7. COMMON BARRIERS TO
COMMUNICATION
11. INFORMATION, DATA
OVERLOAD
12. POOR LISTENING
LISTEN TO RESPOND
LISTEN TO UNDERSTAND

8. TO OVERCOME BARRIERS:
Learn to use feedback well.
Be sensitive to receiver’s point of view.
Listen to UNDERSTAND!
Use direct, simple language, or at least use
language appropriate to the receiver.
Use proper channel(s). Learn to use channels
well.
Learn to use supportive communication, not
defensive communication.

9. LISTEN TO UNDERSTAND
1. RESTATE/REPEAT
2. PARAPHRASE
3. REFLECT FEELING
4. PARAPHRASE CONTENT AND
REFLECT FEELING
5. SAY NOTHING

10. LISTEN TO UNDERSTAND
Before I can walk in
another person’s shoes,
I must remove my own.
Unknown

11. LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
1. ASK PERMISSION
2. ESTIMTE TIME LIMIT
3. STATE BOUNDARIES
STATE WHAT IS NOT ACCEPTABLE
4. USE RESPECT, GENTLENESS
5. USE COURAGE

12. LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
BE DIRECT
BE CLEAR
BE SPECIFIC
BE HONEST
BE RESPECTFUL
BE TACTFUL
TAKE RESPONSIBILITY
FOR YOURSELF

13. LISTEN TO UNDERSTAND
WHEN YOU …………………..
(State observed action.)
I FEEL …………………………
(State feeling.)
BECAUSE I THINK …………..
(Thought that causes the feeling.)
AND I WOULD LIKE ………..
(Request for positive action.)

14. LISTEN TO UNDERSTAND
When you meet me an hour after you
said you would
I feel angry and hurt
Because I think you don’t care much
about my job demands
And I would like you to call when you are
going to be late.

15. LISTEN TO UNDERSTAND
YOU’RE AN HOUR LATE!
YOU MAKE ME ANGRY!
YOU’RE ALWAYS LATE!
YOU DON’T CARE ABOUT MY
TIME/FEELINGS!
YOU MAKE ME SICK!

16. Ten Rules for Good Listening
Rule Listening Reasoning Behind the Rule
1. Stop talking You cannot listen if you are
talking.
2. Put the person at ease Help a person feel free to talk;
create a permissive environment.
3. Show the person you Look and act interested; listen to
want to listen understand, not to oppose.
4.Remove distractions Don’t doodle, tap, or shuffle
papers; shut the door if necessary
to achieve quiet.

17. Ten Rules for Good Listening
Rule Listening Reasoning Behind the Rule
5. Empathize Try to see the other person’s
point of view.
6. Be patient Allow plenty of time; do not
interrupt; don’t start for the
door or walk away.
7. Hold your temper An angry person takes the wrong
meaning from words.

18. Ten Rules for Good Listening
Rule Listening Reasoning Behind the Rule
8.Go easy on argument Don’t put people on the defensive
and criticism and cause them to “clam up” or
become angry; do not argue-
even if you win, you lose.
9. Ask questions This encourages a person and
shows that you are listening; it
helps to develop points further.
10. Stop talking This is first and last, because all
other guides depend on it; you
cannot listen effectively while you
are talking.
Source: Adapted from Human Behavior at Work, Fifth Edition, by Keith Davis. 1977.

19. KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION
1.Channels Congruent. Incongruent. “Oh, do I
Verbal and non-verbal seem upset? No, everything
channels must agree. is fine” - while obviously
upset.
2.Descriptive. “This is what Evaluative. “You are
happened and this is how I wrong for doing what you
felt about it. I’d like to suggest did.”
an alternative that would be
more acceptable.
3.Problem oriented. “How Person oriented. “Why
can we solve this problem?” are you so slow?”

20. KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION
4.Specific. “I felt like I did not Global. “You are always
get equal time to cover my seeking all the recognition
material in that presentation.” for our work.”
5.Owned. “I have decided Not owned. “You have a
to turn down your request pretty good idea, but you
because…” know how it is in this
organization -- everyone
can’t get everything they
want.”
6.Validating. “That is an Not validating. “I can’t
interesting suggestion.” believe you could think such
a thing.”

21. KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION
7.Equality oriented. “I have Superiority oriented.
some ideas, but do you have “Your suggestion is dumb.
any suggestions?” This is the way to handle this
problem.”
8.Flexible. “I have some Closed-minded. “What-
questions, but let’s explore ever made you think that
it further.” would work?”
9.Appropriately intimate. Overbearing or aloof.
“Since we have known each “I know we just met, but I
other a long time, I’d like really need to tell you
to tell you how I feel about something personal.”
our relationship.”

22. ORGANIZATIONAL
COMMUNICATION
STRUCTURE SHOULD FACILITATE,
NOT HINDER
MANAGE INFORMATION FLOW
CLIMATE INFLUENCES
INTERGROUP INTERACTIONS,
BARRIERS?
USE GRAPEVINE

23. COMMUNICATION NETWORKS
. . .
. . . .
.
. .
Y WHEEL, STAR
CENTRALIZED

24. COMMUNICATION NETWORKS
. .
. . . .
. . . .
CIRCLE ALL CHANNEL
DECENTRALIZED