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Communication Barriers
Communication Barriers
Communication barriers...........................................................1 Overview ...................................................................................3 Communication barriers...........................................................4 Types of communication barriers...........................................5 Sender barriers and receiver barriers ....................................7 Attitudes and values ..............................................................8 Valuing differences ..............................................................10 Environmental barriers ..........................................................13 Managing environmental factors..........................................13 Summary..................................................................................14
Overview
Communication barriers can interfere with or block the message you are trying to send. This topic will help you to: recognise the barriers to communication which prevent messages being sent and received successfully develop communication skills to overcome these barriers.
Communication barriers
Look at the illustration below. Why do you think there has been a breakdown in communication? What barriers can you see?
Figure 1
Comment
The breakdown occurred because Fran, the manager, assumed too much about Bill. She thinks he is a good worker but hasnt told him. She assumes he knows her views without having told him. She didnt listen when he said he was busy. So, the sender of a message must think about the feelings of the receiver.
But the person receiving the message has a responsibility, too. Communication isnt successful until there is feedback. Bill should be honest with Fran and let her know how he feels. Bill didnt give feedback to let her know his feelings. Bill doesnt know that Fran, his manager, values his work. Both Fran and Bill contributed to the communication barriers.
Language barriers
Language barriers occur when people do not speak the same language, or do not have the same level of ability in a language. However, barriers can also occur when people are speaking the same language. Sometimes barriers occur when we use inappropriate levels of language (too formal or informal) or we use jargon or slang which is not understood by one or more of the people communicating. Often the situation in which the conversation is taking place, and whether or not people have prior experience of the matter being discussed, can also contribute to such barriers being formed.
Using visuals (photographs, drawings, diagrams and so on) can help to overcome language barriers as can using appropriate non-verbal communication. Be aware, however, that different situations and different cultures (including workplace cultures) have varying interpretations of nonverbal communication. What is acceptable in one culture may be offensive in another. What is clear to you may not be clear to others: a nod for yes may not mean the same thing in another country! See Take care with gestures in Section 2 for more examples. The quality of your voice is also important for clear communication. Be sure to speak with appropriate volume for the situation and use clear diction. Listening actively to other people and letting them know that you are listening (nodding, asking questions etc) is an excellent way to overcome language barriers.
Often people just want you to listen. Prejudging helps no one. People have the right to make mistakes. In the workplace, the important thing is to get the job done and to help each other to do this. Sending solutions may not always be your business and will often not be appreciated. People must make their own decisions. We often reassure the person because we are embarrassed about facing others emotions.
Both senders and receivers sometimes create barriers that affect communication.
Read each statement, then tick the box to indicate whether you think it is a sender barrier, a receiver barrier or both (in which case, tick both columns).
Sender 1 Becoming distracted or daydreaming 2 Interrupting 3 Fixing other peoples problems 4 Finishing another persons sentences 5 Making assumptions about people based on their accents or dress 6 Bias towards your own values and experience 7 Overusing closed questions 8 Not being aware of non-verbal cues 9 Jumping to conclusions 10 Not making sure youve got their attention 11 Body language that doesnt fit (incongruent), such as nodding but frowning Receiver
Comment
Receiver is the correct answer for 1, 2, 3, 4, 9 and 11. Both Sender and Receiver are correct answers for 5, 6 and 8 and Sender is the correct answer for 10. Are you surprised with how many barriers come from the receiver? By now, you are realising that its not just the responsibility of the person sending the message but also the responsibility of the person receiving the message for communication to be effective.
Promoting change
Strategies for managing change need to consider everyone involved. If we want to help people to change we should: provide information ensure everyone is fully and clearly informed provide the information in small, manageable doses be prepared know what the core issues are that you want to change and dont be distracted by irrelevant side-issues be prepared to have some parts of the communication traded or changed to encourage a spirit of compromise give people options and a way out talk and listen consider peoples feelings
give people an opportunity to express themselves and listen wrap bad news in some good news be open to feedback enlist some help win over influential people and enlist them to help spread the message be open to ideas and advice.
You will need to use strategies that will create an open communication environment where barriers can be more easily identified. Bringing about positive change requires careful management and open communication. You will get a better commitment to change if you make sure that everyone affected has an opportunity to participate. When people are consulted about the need for change, they can make a valuable contribution and feel a sense of ownership in the outcomes.
Valuing differences
Australias multicultural society means we have a great variety of cultural groups with differing beliefs, behaviours and experiences. For our workforce this means we have the richness of diverse experiences to draw on. If you are aware of how your attitudes and values contribute to your identity, you will be more sensitive to the attitudes and values of others. This will help you to avoid or overcome communication barriers. You will be able to help people at work make the most of the range of experiences available to you. But to work effectively, you must first be open to understanding how culture can influence behaviour and communication styles. Your workplace will also benefit from supporting and mentoring people with special needs, such as physical or mental needs.
Discrimination
Discrimination arises when people make judgments about individuals or groups without thinking clearly. Behaviours such as stereotyping, bias and prejudice are forms of discrimination. When people discriminate, they make decisions without bothering to get all the necessary information about the people they are judging. Discrimination causes people to miss out on the value of difference, and the benefits that individuals and groups bring to any situation. Valuing people
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who are different allows you to draw on a broader range of insights, ideas, experience and knowledge. Each persons uniqueness comes from personal characteristics such as: race gender education age ability lifestyle experience.
Tran
Tran has been raised to respect a persons space, and would never step over a fellow workers legs to get past, as that is considered rude. Some other actions that can appear rude to different people include showing the soles of your feet to others, walking between people who are talking, or standing too close to people you dont know well.
Alex
Alex has been raised to think the pub is the place where friendships are formed and consolidated. Alex was offended when Salwa refused to come for a beer after work. Salwa explained that she does not drink for religious reasons. Alex is now comfortable about her refusal and doesnt take it personally. CommInc staff have been encouraged to treat each other as equals and warned that discrimination will not be tolerated. CommInc values the diversity staff contribute and has a motto: If you can do the job, nothing else matters. This means that, whatever your race, religion, politics or sexual preference, you will be treated equally.
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Cultural awareness
Communicating with people of different cultures and backgrounds means becoming aware of the differences in values, beliefs and attitudes that people hold. Empathy is important for overcoming barriers to communication based on culture. Empathy means sensing the feelings and attitudes of others as if we had experienced them personally. There is a common expression that describes how you can develop empathy: You need to walk a mile in another persons shoes. There are many techniques involved in creating empathy. We can try: respecting others feelings and attitudes using active listening skills encouraging involvement of others by asking questions while respecting personal privacy using open body language and an encouraging vocal tone taking other peoples fears and concerns into consideration. refraining from giving unsolicited advice. not blaming, instead working towards a solution.
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Environmental barriers
Not all barriers to communication are caused by people. There are many environmental factors affecting the effective communication process. Messages can be blocked by environmental factors, such as the physical setting or the situation where communication takes place.
As a communicator, you need to think about what are the potential and real environmental barriers in your workplace or community.
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Summary
Communication is about sharing meaning. With no sharing, there is no communication. To communicate successfully in a team or with others, at work or in the community, you need to understand the communication environment and the barriers which prevent messages being sent and received successfully. As senders we must monitor feedback and change out communication to suit the diversity of the person with whom we are communicating. We are fortunate to have a richness of different experiences in our Australian workplaces to tap into.
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