Post on 30-May-2018
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COMMUNICATION
7% WORDS Words are only labels and the listeners put their own
interpretation on speakers words 38% PARALINGUISTIC
The way in which something is said - the accent, tone andvoice modulation is important to the listener.
55% BODY LANGUAGE What a speaker looks like while delivering a message
affects the listeners understanding most.
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Barriers in Communication
(that have to do with the COMMUNICATOR) Unwillingness to say things differently
Unwillingness to relate to others differently
Unwillingness to learn new approaches
Lack of Self-Confidence
Lack of Enthusiasm Voice quality
Prejudice
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Barriers in Communication
(that have to do with the COMMUNICATOR)
Disagreement between verbal and non-
verbal messages
Negative Self Image
Lack of Feedback
Lack of Motivation and Training
Language and Vocabulary Level
Lack of Self Awareness
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Barriers in Communication
(that have to do with the RECEIVER)
Selective Perception
Unwillingness to Change
Lack of Interest in the Topic/Subject
Prejudice & Belief System
Rebuttal Instincts Personal Value System
Here-and-Now internal & external factors
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External Barriers in Communication
Environment
The venue
The effect of noise
Temperature in the room
Other People Status, Education
Time
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BARRIERS OF COMMUNICATION
Communication Barrier
Psychological
& HumanPhysical Organizational
1. Personal Emotion
2. Biases
3. Lack of trust
4. Premature Evaluation.
5. Expert Language
6. Sign & symbols
1. Geographical distance
2. Mechanical failure
3. Physical obstruction
4. Technological malfunction
5. Time lag
1. Rules & Regulations
2. Policies
3. Hierarchy
4. Culture
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OVERCOMING
COMMUNICATION BARRIERS
ABC of Constructive Communication
A Approach
BBuild Bridges
C customize your communication
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OVERCOMING
COMMUNICATION BARRIERS
Approach is the manner of addressing both
the person and the subject Building Bridges: Respect, Trust,
Commonality
Customize: Seek first to understand, beforebeing understood
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Communication climate
Context and setting
Background, experiences
Knowledge, mood
Values, beliefs, culture
Understanding is shaped by
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A Classic Case of
MiscommunicationIn Center Harbor, Maine, local legend recalls theday when Walter Cronkite steered his boat into
port. The avid sailor was amused to see in the
distance a small crowd on shore waving their armsto greet him. He could barely make out theirexcited shouts: Hello Walter, Hello Walter!
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A Classic Case of
MiscommunicationAs his boat came closer, the crowd grew larger, still
yelling. Pleased at the reception, Cronkite tipped his
white captain's hat, waved back, even took a bow.
But before reaching dockside, Cronkite's boat
abruptly jammed aground. The crowd stood silent.
The veteran news anchor suddenly realized what
they'd been shouting: Low water, low water!
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Analysis of Flawed
Communication Process
Sender
hasidea
Warn boater
Sender
hasidea
Warn boater
Sender
encodesmessage
Low water!
Sender
encodesmessage
Low water!
Channel
carriesmessage
Message
distorted
Channel
carriesmessage
Message
distorted
Receiver
decodesmessage
Hello
Walter!
Receiver
decodesmessage
Hello
Walter!
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Barriers That Caused
Cronkite Miscommunication Frame of reference
Language skills
Listening skills
Receiver accustomed toacclaim and appreciativecrowds.
Maine accent makes"water" and "Walter"sound similar.
Receiver moreaccustomed to speakingthan to listening.
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Barriers That Caused
Cronkite Miscommunication Emotional interference
Physical barriers
Ego prompted receiver tobelieve crowd was respondingto his celebrity status.
Noise from boat, distancebetween senders andreceivers.
Which of these barriers could be overcome through
improved communication skills?
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MISCOMMUNICATION INPRODUCT EVOLVEMENT
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As Marketing Requested It
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As Sales Ordered It
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As Engineering Designed It
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As Production Manufactured
It
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As Maintenance Installed It
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What the Customer Wanted
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Barriers That Block the Flow of
Information in Organizations
Closed communication climate
Top-heavy organizational structure Long lines of communication
Lack of trust between management and
employees Competition for power, status, rewards
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Message DistortionDownward Communication
Through Five Levels of Management
Message Amount of message
written by board of directors 100%
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Message DistortionDownward Communication
Through Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
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Message DistortionDownward Communication
Through Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
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Message DistortionDownward Communication
Through Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
received by plant manager 40%
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Message DistortionDownward Communication
Through Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
received by plant manager 40%
received by team leader 30%
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Message DistortionDownward Communication
Through Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
received by plant manager 40%
received by team leader 30%
received by worker 20%
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Surmounting Organizational
Barriers Encourage open environment for
interaction and feedback.
Flatten the organizational structure. Promote horizontal communication.
Provide hotline for anonymous feedback.
Provide sufficient information throughformal channels.