1. Barriers to Communication
Chapter 3
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2. 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.
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3. 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.
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4. Physical barriers Tiredness Hearing, sight or speech problems
Environment
Technical problems
Grammar, spelling, punctuation and sentence structure
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5. Emotional barriers Expressing emotions Not expressing emotions
Being defensive
Being negative
Being assertive
Conflict
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6. 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
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7. Psychological barriers
Religion, politics and values
Personality
Experiences
Our confidence or lack of it
Feedback (or lack of it)
Power
Preferred communication style
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8. Other barriers Physical Cultural Perceptual Motivational
Experiential Emotional
Linguistic Non-verbal
Competition
(Chaney & Martin, 2011, p. 13)
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9. 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
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10. 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)
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11. 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).
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12. 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
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13. 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)
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14. 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.
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15. 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.
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16. 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.
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17. 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.
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18. 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.
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19. 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.
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20. 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.
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