1. BARRIERS TO COMMUNICATION

2. Facial Expressions Convey Emotions © Prentice Hall, 200211-2

3. Barriers to Effective Communication Filtering Selective Perception Emotions Language Gender

4. Barriers to Effective Communication Filtering – information reduction by sender Selective perception – what you attend to Judging message Not listening with understanding (Covey) Information overload Gender -Do men and women communicate in the same way? The answer is no. And the differences between men and women may lead to significant misunderstandings and misperceptions

5. Barriers to Effective Communication Distractions Differences in background Poor timing Emotions Personality differences Prejudice Differences in knowledge and assumptions Stress

6. Biases Affecting Communication First impressions Stereotypes Just-like-me Halo or pitchfork effect Contrast effect Leniency/severity effect

7. Barriers to Effective Communication (cont.)  Defensiveness - behaviors that result from feeling threatened hinders effective communication  Language - meaning of words differs among people with diverse backgrounds jargon - specialized terminology used by a group even those who speak the same language may use it quite differently  National Culture - cultural values affect the way people communicate individualism versus collectivism © Prentice Hall, 200211-7

8. Overcoming Barriers A. Solicit feedback – request information of message, restate in own words, performance appraisals, look for nonverbal cues B. Simplified language C. Active listening – including empathy

9. Overcoming the Barriers to Effective Interpersonal Communication  Use Feedback - ask a set of questions about a message to determine whether it was understood as intended ask receivers to restate the message in their own words  Simplify Language - tailor the language to the audience for whom the message is intended jargon can facilitate understanding when used in appropriate groups  Listen Actively - listen for full meaning restrain premature judgments or interpretations enhanced by developing empathy with sender © Prentice Hall, 200211-9

10. Overcoming Communication Barriers (cont.)  Constrain Emotions - emotions severely cloud and distort the transference of meaning refrain from communicating until one regains her/his composure  Watch Nonverbal Cues - actions should be aligned with words nonverbal message should reinforce verbal message © Prentice Hall, 200211-10