1. BSBPMG507A Manage Project Communications Shannon’s Communication Model Communication is impaired by noise factors or ‘barriers’

2. BSBPMG507A Manage Project Communications Barriers to Effective Communication 1.Language Barriers 2.Cultural Barriers 3.Individual Barriers 4.Organisational Barriers 5.Interpersonal Barriers 6.Attitudinal Barriers 7.Channel Barriers

3. BSBPMG507A Manage Project Communications Barriers to Effective Communication 1.Language Barriers Different languages, vocabulary, accent, dialects Semantic gaps are words having similar pronunciation but multiple meanings – these can easily be misunderstood Poorly expressed message, incorrect interpretation and unqualified assumptions The use of difficult or inappropriately technical terms 2. Cultural Barriers Can create boundaries and separate people from each other in such a way as to prevent understanding Temperament Age Health Cultural Background Economic Position Social Status Gender Education Priorities Popularity Beauty Assumptions Motives Ethics Political Views

4. BSBPMG507A Manage Project Communications Barriers to Effective Communication 3. Individual Barriers May be a result of an individual's perceptual and personal discomfort Even when two people have experienced the same event their mental perception may be different and acts as a barrier Style, selective perception, halo effect, poor attention, poor retention, defensiveness, close mindedness, insufficient filtration Can result from unrelated external forces, stress and personal change 4. Organisational Barriers Organisational culture, values, protocols, rules, regulations, accepted norms and behaviours Physical set up of work stations Communication tools and working facilities

5. BSBPMG507A Manage Project Communications Barriers to Effective Communication 5. Interpersonal Barriers –Lack of knowledge of non-verbal clues like facial expression, body language, gestures, postures, eye contact –Managers Lack of trust in staff Different priorities from employees Lack of understanding of employee expectations Authority and power imbalance Fear of losing of control –Staff Lack of trust in Manager or Employer Lack of motivation and co-operation Fear of consequences Information overload

6. BSBPMG507A Manage Project Communications Barriers to Effective Communication 6. Attitudinal Barriers Limitation in physical and mental ability Differences in intellect, understanding and perceptions Lack of trust and fear of consequences 7. Channel Barriers Inappropriate selection of communication channel Inappropriately structured message – eg too long, no summary, no clear outcome Lack of access to communication media Impacts clarity, accuracy and effectiveness

7. BSBPMG507A Manage Project Communications Overcoming the Barriers - Do’s Allow employees access to resources, self expression and idea generation Express your expectations to others Avoid absolute words such as "never", "always", "forever Avoid “Yes….But” Be a good, attentive and active listener Filter the information correctly before passing on to someone else Establish direct communication channels Eliminate intermediaries

8. BSBPMG507A Manage Project Communications Overcoming the Barriers - Do’s Maintain eye contact if culturally acceptable Use specific and accurate words which are easily understood Try and view the situations through the eyes of the speaker Provide summaries and key messages if information is very detailed or complicated Oral communication must be clear and not heavily accented Explain technical concepts and provide definitions

9. BSBPMG507A Manage Project Communications Overcoming the Barriers - Do’s Ask for clarification and paraphrase to confirm understanding Break down hierarchies and chains of command Foster congenial relationships between staff and managers Focus on purposeful and well focused communication Seek and act on feedback Keep an open mind

10. BSBPMG507A Manage Project Communications Overcoming the Barriers – Don’ts Be a Selective Listener - this is when a person hears another but selects not to hear what is being said or to hear a different message Try to “win” and score points or prove the other person wrong Daydream Use long chain of command for communication Use technical jargon or unusual words Jump to conclusions Interrupt the speakers and distract them by asking too many irrelevant questions Digress off the main topic