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. LISTENING WITH... “EXPERIENCE” “WHAT WE KNOW” BIASES STEREOTYPES
PERCEPTIONS
EMOTIONS

10. LISTENING
LISTEN TO RESPOND
LISTEN TO UNDERSTAND

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

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

13. LISTEN TO UNDERSTAND 1. ASK PERMISSION 2. ESTIMTE TIME LIMIT
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

14. LISTEN TO UNDERSTAND X RESPECT COURAGE ASSUMES WIN-WIN HIGH LOW LOW

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

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

17. 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.

18. 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!

19. NOT LISTENING? AUTOBIOGRAPHICAL RESPONSES: PROBE GIVE ADVICE EVALUATE
INTERPRET

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

21. “FIXING” = LISTENING? “DON’T FEEL BAD.” “DON’T CRY.” “DON’T BE UPSET.”
“YOU SAY THAT BUT YOU ALWAYS DO WELL.”

22. 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.

23. 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.

24. 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

25. 1.Channels Congruent. Incongruent. “Oh, do I
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?”

26. 4.Specific. “I felt like I did not Global. “You are always
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.”

27. 7.Equality oriented. “I have Superiority oriented.
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.”

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

29. COMMUNICATION NETWORKS .
Y WHEEL, STAR
CENTRALIZED

30. COMMUNICATION NETWORKS
CIRCLE ALL CHANNEL
DECENTRALIZED

31. COMMUNICATION NETWORKS
SIMPLE
TASKS Y
WHEEL
STAR
CIRCLE
ALL CHANNEL Y
WHEEL
STAR
COMPLEX
TASKS
CIRCLE
ALL CHANNEL
FASTER
MORE ACCURATE
SLOW
LESS ACCURATE