COMMON BARRIERS TO COMMUNICATION

1. SEMANTICS
Definition of words Choice of words

COMMON BARRIERS TO COMMUNICATION 2. POOR CHOICE, USE OF CHANNELS

 When to use certain channel

Oral alone:
Simple reprimand Settle simple dispute

Written alone:
Dont need immediate feedback Need record

COMMON BARRIERS TO COMMUNICATION

2. USE OF CHANNELS
Both channels:
Commendation Serious reprimand Important policy change

Nonverbal
Be aware of it.

COMMON BARRIERS TO COMMUNICATION

3. PHYSICAL DISTRACTIONS 4. NOISE, PHYSICAL, PSYCHOLOGICAL 5. STATUS DIFFERENCE 6. EFFECTS OF EMOTIONS

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

COMMON BARRIERS TO COMMUNICATION

8. FILTERING, SCREENING NEGATIVE INFORMTAION 9. EVALUATING THE SOURCE 10.ABSENCE OF FEEDBACK, POOR FEEDBACK

COMMON BARRIERS TO COMMUNICATION

11. INFORMATION, DATA OVERLOAD 12. POOR LISTENING

LISTEN TO RESPOND LISTEN TO UNDERSTAND

TO OVERCOME BARRIERS:
Learn to use feedback well. Be sensitive to receivers 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.

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

LISTENING
LISTEN TO RESPOND LISTEN TO UNDERSTAND

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

LISTEN TO UNDERSTAND Before I can walk in another persons shoes, I must remove my own.
Unknown

LISTEN TO UNDERSTAND
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

LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
HIGH

X
RESPECT

LOW LOW HIGH

COURAGE

LISTEN TO UNDERSTAND
ASSUMES WIN-WIN

BE DIRECT BE CLEAR BE SPECIFIC BE HONEST BE RESPECTFUL BE TACTFUL TAKE RESPONSIBILITY FOR YOURSELF

LISTEN TO UNDERSTAND
WHEN YOU ..
(State observed action.)

I FEEL
(State feeling.)

BECAUSE I THINK ..
(Thought that causes the feeling.)

AND I WOULD LIKE ..

(Request for positive action.)

LISTEN TO UNDERSTAND
When you meet me an hour after you said you would I feel angry and hurt Because I think you dont care much about my job demands And I would like you to call when you are going to be late.

LISTEN TO UNDERSTAND
YOURE AN HOUR LATE! YOU MAKE ME ANGRY! YOURE ALWAYS LATE! YOU DONT CARE ABOUT MY TIME/FEELINGS! YOU MAKE ME SICK!

NOT LISTENING?
AUTOBIOGRAPHICAL RESPONSES: PROBE  GIVE ADVICE  EVALUATE  INTERPRET

UNDERSTANDING?
I KNOW WHAT YOU MEAN KNOW WHAT I I HEAR YOU IVE BEEN THERE! YOU UNDERSTAND ME? YOU HEAR WHAT I

MEAN?

SAID?

YOU KNOW WHAT TO DO? I KNOW WHAT YOURE TALKING ABOUT.

FIXING = LISTENING?
DONT FEEL BAD.  DONT CRY.  DONT BE UPSET.  YOU SAY THAT BUT YOU ALWAYS DO WELL.

Ten Rules for Good Listening Rule Listening 1. Stop talking Reasoning Behind the Rule You cannot listen if you are talking. Help a person feel free to talk; create a permissive environment. Look and act interested; listen to understand, not to oppose. Dont doodle, tap, or shuffle papers; shut the door if necessary to achieve quiet.

2. Put the person at ease

3. Show the person you want to listen 4.Remove distractions

Ten Rules for Good Listening Rule Listening 5. Empathize Reasoning Behind the Rule Try to see the other persons point of view. Allow plenty of time; do not interrupt; dont start for the door or walk away. An angry person takes the wrong meaning from words.

6. Be patient

7. Hold your temper

Ten Rules for Good Listening Rule Listening 8.Go easy on argument and criticism Reasoning Behind the Rule Dont put people on the defensive and cause them to clam up or become angry; do not argueeven if you win, you lose. This encourages a person and shows that you are listening; it helps to develop points further. This is first and last, because all other guides depend on it; you cannot listen effectively while you are talking.

9. Ask questions

10. Stop talking

Source: Adapted from Human Behavior at Work, Fifth Edition, by Keith Davis. 1977.

KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION

1.Channels Congruent. Verbal and non-verbal channels must agree.

Incongruent. Oh, do I seem upset? No, everything is fine - while obviously upset. Evaluative. You are wrong for doing what you did.

2.Descriptive. This is what happened and this is how I felt about it. Id like to suggest an alternative that would be more acceptable. 3.Problem oriented. How can we solve this problem?

Person oriented. Why are you so slow?

KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION

4.Specific. I felt like I did not get equal time to cover my material in that presentation. 5.Owned. I have decided to turn down your request because

Global. You are always seeking all the recognition for our work. Not owned. You have a pretty good idea, but you know how it is in this organization -- everyone cant get everything they want. Not validating. I cant believe you could think such a thing.

6.Validating. That is an interesting suggestion.

KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION

7.Equality oriented. I have some ideas, but do you have any suggestions?

Superiority oriented. Your suggestion is dumb. This is the way to handle this problem. Closed-minded. Whatever made you think that would work? Overbearing or aloof. I know we just met, but I really need to tell you something personal.

8.Flexible. I have some questions, but lets explore it further. 9.Appropriately intimate. Since we have known each other a long time, Id like to tell you how I feel about our relationship.

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

COMMUNICATION NETWORKS . . . .
Y

. .

. . .
WHEEL, STAR CENTRALIZED

COMMUNICATION NETWORKS
. . . . . . . . . .

CIRCLE

ALL CHANNEL DECENTRALIZED

COMMUNICATION NETWORKS
SIMPLE TASKS
CIRCLE ALL CHANNEL Y WHEEL STAR

COMPLEX TASKS

Y WHEEL STAR

CIRCLE ALL CHANNEL

SLOW LESS ACCURATE

FASTER MORE ACCURATE