Comm

COMMON BARRIERS TO COMMUNICATION

1. SEMANTICS

Definition of words

Choice of words


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


2. USE OF CHANNELSBoth channels:

• Commendation

• Serious reprimand

• Important policy change

Nonverbal• Be aware of it.


3. PHYSICAL DISTRACTIONS

4. NOISE, PHYSICAL,

PSYCHOLOGICAL

5. STATUS DIFFERENCE

6. EFFECTS OF EMOTIONS


7. PERCEPTIONSStereotypesHalo effectsSelective perception

• See and hear what we expect

• Ignore if conflicts with “what we know.”

Projection


8. FILTERING, SCREENING

NEGATIVE INFORMTAION

9. EVALUATING THE SOURCE

10.ABSENCE OF FEEDBACK, POOR FEEDBACK


11. INFORMATION, DATA

OVERLOAD

12. POOR LISTENINGLISTEN TO RESPONDLISTEN TO UNDERSTAND

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.

LISTENING WITH...

“EXPERIENCE”“WHAT WE KNOW”BIASESSTEREOTYPESPERCEPTIONSEMOTIONS

LISTENING

LISTEN TO RESPOND

LISTEN TO UNDERSTAND


1. RESTATE/REPEAT

2. PARAPHRASE

3. REFLECT FEELING

4. PARAPHRASE CONTENT AND REFLECT FEELING

5. SAY NOTHING


Before I can walk in another person’s shoes, I must remove my own.

Unknown

LISTEN TO UNDERSTANDASSUMES WIN-WIN

1. ASK PERMISSION

2. ESTIMTE TIME LIMIT

3. STATE BOUNDARIESSTATE WHAT IS NOT ACCEPTABLE

4. USE RESPECT, GENTLENESS

5. USE COURAGE


RESPECT

COURAGE

LOW

HIGH

LOW HIGH

X


BE DIRECTBE CLEARBE SPECIFICBE HONESTBE RESPECTFULBE TACTFULTAKE RESPONSIBILITY

FOR YOURSELF


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.)


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.


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!

NOT LISTENING?

AUTOBIOGRAPHICAL RESPONSES:

PROBE

GIVE ADVICE

EVALUATE

INTERPRET

UNDERSTANDING? I KNOW WHAT YOU MEANKNOW WHAT I MEAN?I HEAR YOUI’VE BEEN THERE!YOU UNDERSTAND ME?YOU HEAR WHAT I SAID?YOU KNOW WHAT TO DO?I KNOW WHAT YOU’RE TALKING ABOUT.

“FIXING” = LISTENING?

“DON’T FEEL BAD.”

“DON’T CRY.”

“DON’T 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 Don’t doodle, tap, or shuffle papers; shut the door if necessary to achieve quiet.



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 thedoor or walk away.

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



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.

KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION

1.Channels Congruent. Incongruent. “Oh, do I Verbal and non-verbal seem upset? No, everythingchannels 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. “Whycan we solve this problem?” are you so slow?”


4.Specific. “I felt like I did not Global. “You are alwaysget equal time to cover my seeking all the recognitionmaterial in that presentation.” for our work.”

5.Owned. “I have decided Not owned. “You have ato turn down your request pretty good idea, but youbecause…” know how it is in this

organization -- everyonecan’t get everything theywant.”

6.Validating. “That is an Not validating. “I can’t interesting suggestion.” believe you could think such

a thing.”


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 thatit further.” would work?”

9.Appropriately intimate. Overbearing or aloof.“Since we have known each “I know we just met, but Iother a long time, I’d like really need to tell youto tell you how I feel about something personal.”our relationship.”

ORGANIZATIONAL COMMUNICATION

STRUCTURE SHOULD FACILITATE, NOT HINDER

MANAGE INFORMATION FLOWCLIMATE INFLUENCESINTERGROUP INTERACTIONS,

BARRIERS?USE GRAPEVINE

COMMUNICATION NETWORKS

. . .

. . . ... .

Y WHEEL, STAR

CENTRALIZED


. .

. . . .

. . . .

CIRCLE ALL CHANNEL

DECENTRALIZED


SIMPLE TASKS

COMPLEXTASKS

SLOWLESS ACCURATE

FASTERMORE ACCURATE

CIRCLEALL CHANNEL

YWHEELSTAR

YWHEELSTAR

CIRCLEALL CHANNEL

Comm

Education

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