COMMON BARRIERS TO

COMMUNICATION

1. SEMANTICS

Definition of words

Choice of words

COMMON BARRIERS TO
COMMUNICATION
2. POOR CHOICE, USE OF CHANNELS
When to use certain channel

Oral alone:
Simple reprimand
Settle simple dispute
Written alone:
Dont need immediate feedback
Need record

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

COMMON BARRIERS TO
COMMUNICATION
3. PHYSICAL DISTRACTIONS

4. NOISE, PHYSICAL,
PSYCHOLOGICAL

5. STATUS DIFFERENCE

6. EFFECTS OF EMOTIONS
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
COMMON BARRIERS TO
COMMUNICATION
8. FILTERING, SCREENING
NEGATIVE INFORMTAION

9. EVALUATING THE SOURCE

10.ABSENCE OF FEEDBACK,
POOR FEEDBACK
COMMON BARRIERS TO
COMMUNICATION
11. INFORMATION, DATA
OVERLOAD

12. POOR LISTENING
LISTEN TO RESPOND
LISTEN TO UNDERSTAND
TO OVERCOME BARRIERS:
Learn to use feedback well.
Be sensitive to receivers 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.
LISTENING WITH...
EXPERIENCE
WHAT WE KNOW
BIASES
STEREOTYPES
PERCEPTIONS
EMOTIONS
LISTENING
LISTEN TO RESPOND

LISTEN TO UNDERSTAND
LISTEN TO UNDERSTAND
1. RESTATE/REPEAT

2. PARAPHRASE

3. REFLECT FEELING

4. PARAPHRASE CONTENT AND
REFLECT FEELING

5. SAY NOTHING
LISTEN TO UNDERSTAND
Before I can walk in
another persons shoes,
I must remove my own.

Unknown
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
LISTEN TO UNDERSTAND
ASSUMES WIN-WIN








RESPECT
COURAGE
LOW
HIGH
LOW HIGH
X
LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
BE DIRECT
BE CLEAR
BE SPECIFIC
BE HONEST
BE RESPECTFUL
BE TACTFUL
TAKE RESPONSIBILITY
FOR YOURSELF
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.)

LISTEN TO UNDERSTAND
When you meet me an hour after you
said you would

I feel angry and hurt

Because I think you dont care much
about my job demands

And I would like you to call when you are
going to be late.

LISTEN TO UNDERSTAND
YOURE AN HOUR LATE!

YOU MAKE ME ANGRY!

YOURE ALWAYS LATE!

YOU DONT CARE ABOUT MY
TIME/FEELINGS!

YOU MAKE ME SICK!

NOT LISTENING?
AUTOBIOGRAPHICAL RESPONSES:

PROBE

GIVE ADVICE

EVALUATE

INTERPRET
UNDERSTANDING?
I KNOW WHAT YOU MEAN
KNOW WHAT I MEAN?
I HEAR YOU
IVE BEEN THERE!
YOU UNDERSTAND ME?
YOU HEAR WHAT I SAID?
YOU KNOW WHAT TO DO?
I KNOW WHAT YOURE TALKING ABOUT.

FIXING = LISTENING?

DONT FEEL BAD.

DONT CRY.

DONT BE UPSET.

YOU SAY THAT BUT YOU
ALWAYS DO WELL.
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 Dont doodle, tap, or shuffle
papers; shut the door if necessary
to achieve quiet.

Ten Rules for Good Listening
Rule Listening Reasoning Behind the Rule
5. Empathize Try to see the other persons
point of view.

6. Be patient Allow plenty of time; do not
interrupt; dont start for the
door or walk away.

7. Hold your temper An angry person takes the wrong
meaning from words.


Ten Rules for Good Listening
Rule Listening Reasoning Behind the Rule
8.Go easy on argument Dont 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.

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. Id 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?
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
cant get everything they
want.

6.Validating. That is an Not validating. I cant
interesting suggestion. believe you could think such
a thing.
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 lets 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, Id like really need to tell you
to tell you how I feel about something personal.
our relationship.
ORGANIZATIONAL
COMMUNICATION
STRUCTURE SHOULD FACILITATE,
NOT HINDER
MANAGE INFORMATION FLOW
CLIMATE INFLUENCES
INTERGROUP INTERACTIONS,
BARRIERS?
USE GRAPEVINE
COMMUNICATION NETWORKS
. . .

. . . .
.
. .
Y WHEEL, STAR

CENTRALIZED
COMMUNICATION NETWORKS
. .

. . . .

. . . .

CIRCLE ALL CHANNEL
DECENTRALIZED
COMMUNICATION NETWORKS

SIMPLE
TASKS
COMPLEX
TASKS
SLOW
LESS ACCURATE
FASTER
MORE ACCURATE
CIRCLE
ALL CHANNEL
Y
WHEEL
STAR
Y
WHEEL
STAR
CIRCLE
ALL CHANNEL