Barriers to Communication Chapter 3 © Pearson 2012

Introduction Communicating well can be difficult. Understanding theory and models and applying them can help you become a more effective communicator. Understanding what causes barriers to communication and knowing how to avoid or repair them is a sign of a good communicator. © Pearson 2012

Barriers to communication A barrier (interference/ noise) is anything that gets in the way of clear communication between sender and receiver. Barriers to communication can be: physical emotional linguistic (or language-based) psychological gender culture. © Pearson 2012

Physical barriers Tiredness Hearing, sight or speech problems Environment Technical problems Grammar, spelling, punctuation and sentence structure © Pearson 2012

Emotional barriers Expressing emotions Not expressing emotions Being defensive Being negative Being assertive Conflict © Pearson 2012

Linguistic or language-based barriers Not knowing the language The influence of one language on another Accent Differing abilities with language Tone Jargon Varying responses to words © Pearson 2012

Psychological barriers Religion, politics and values Personality Experiences Our confidence or lack of it Feedback (or lack of it) Power Preferred communication style © Pearson 2012

Other barriers Physical Cultural Perceptual Motivational Experiential Emotional Linguistic Non-verbal Competition (Chaney & Martin, 2011, p. 13) © Pearson 2012

Causes of barriers Inappropriate word choice Unsuitable channel Inappropriate message Inattention or distractions Difference between non-verbal communication and words Different cultural backgrounds and languages © Pearson 2012

Causes of barriers (cont.) Perceptual differences Poor layout and presentation Inadequate feedback and inappropriate timing Deceptive tactics such as exaggerating benefits, downplaying risks or omitting information, and Lack of courtesy or knowledge of business etiquette (Dwyer, 2009, p.15) © Pearson 2012

Gender and culture Gender relates to the sex we are (i.e. male or female) but has more to do with the roles, expectations and traditions that are associated with either sex. Culture has an enormous influence and impact on communication. ‘Intercultural competence requires an ability to move beyond stereotypes and to respond to the individual.’ (Lustig & Koester, 2010, p. 156). © Pearson 2012

Cultural differences Traditions and behaviours Meeting and greeting people Showing respect Dealing with difference or conflict, and Behaving appropriately in business life and private life © Pearson 2012

Six barriers to intercultural communication Assumption of similarities Language differences Non-verbal misinterpretations Preconceptions and stereotypes Tendency to evaluate High anxiety ( Bana,1994, as cited in Cooper et al., 2007, pp. 312–19) © Pearson 2012

Technology as a barrier to communication A lack of feedback and non-verbal cues Polarisation Generation gaps Socio-economic grouping Overcoming technological barriers to communication Flexibility and providing a range of options Following through on customer complaints or trying to find the source of their difficulties. © Pearson 2012

Impact of barriers Barriers block understanding of messages in many different ways. Barriers affect both sender and receiver. Being aware of barriers can help avoid communication breakdown and limit the effect of problems in communication. Removing barriers improves communication for all. Barriers can cause organisations to lose business, customers and reputation. © Pearson 2012

Strategies for overcoming barriers to communication Strategies for overcoming barriers in encoding and decoding: Choose appropriate, simple and clear vocabulary. Strategies for overcoming barriers in channels: Avoid technology/communicate face to face. Strategies for overcoming barriers in perception: Ask questions and gain as much knowledge as possible about the other person. © Pearson 2012

Strategies for overcoming barriers between organisations and clients Communicate with clients regularly. Employ good customer service people in front-line positions. Hold regular meetings with clients. Know and use customers’ names. Ask their opinions about proposed changes. Remember their personal preferences. © Pearson 2012

Aotearoa/New Zealand People communicate reasonably freely without too many barriers of status, power and work roles. New Zealanders’ communication tends to be informal. New Zealand is a bicultural and multi-cultural country, therefore intercultural competence is essential. © Pearson 2012

Summary Being an effective communicator means choosing the most appropriate channel for each message. Barriers can be physical, emotional, linguistic or psychological and can be based on gender and culture. Language-based barriers are common. An individual’s skill in communicating can reduce the impact of barriers and sometimes eliminate them entirely. © Pearson 2012

Summary (cont.) Technology has drawbacks as well as advantages. Being able to communicate well is a huge part of being successful, valued and happy at work. Being aware of barriers to communication can allow individuals and organisations to work to avoid communication breakdown. © Pearson 2012