38763300 12448d1231834389 Business Communication Ppt Business Communication Lecture 3

7/29/2019 38763300 12448d1231834389 Business Communication Ppt Business Communication Lecture 3

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Communication: Organisation and Innovation Lecturers Guide

Pearson Education New Zealand 2005

Business Communication

Lecture 3

By David LIN

[email protected]
mailto:[email protected]:[email protected]


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Communication Barriers

Week 2 Section 1


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Communication barriers

Barriers to communication A barrier is anything that gets in the way of clear communication between

sender and receiver.

Barriers to communication can be physical

emotional

linguistic (or language-based)

psychological

gender

culture


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Physical barriers

Tiredness

Hearing, sight or speech problems

Environment

Technical problems

Grammar, spelling, punctuation and sentence structure


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Emotional barriers

Expressing emotions

Not expressing emotions

Being defensive

Being negative

Being assertive

Conflict


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Linguistic (or language-based)

barriers

Not knowing the language

The influence of one language on another

Accent Idiom

Differing abilities with language

Tone

Jargon

Varying responses to the meaning of words


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Psychological barriers

Religion, politics and values

Personality

Experiences Our confidence or lack of it

Feedback (or lack of it)

Power

Our psychological attitude to communication or preferredcommunication style


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Communication: Organisation and Innovation Lecturers Guide Pearson Education New Zealand 2005

Gender and culture

Gender relates to the sex we are (i.e. male or female) but has

more to do with the roles, expectations and traditions that are

associated with either sex

Culture has an enormous influence and impact on

communication

Intercultural competence requires an ability to move beyondstereotypes and to respond to the individual (Lustig and

Koester, 2003, p. 154).


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Technology as a barrier to

communication

A lack of feedback and non-verbal cues

Polarisation

Generation gaps Socio-economic grouping

Overcoming technological barriers to communication

Flexibility and providing a range of options Following through on customer complaints or trying

to find the source of their difficulties


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Impact of barriers

Barriers block understanding of messages in manydifferent ways.

Barriers affect both sender and receiver.

Being aware of barriers can help avoid communicationbreakdown and limit the effect of problems incommunication.

Removing barriers improves communication for all.

Barriers can cause organisations to lose business,customers and reputation.


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Strategies for overcoming barriers to

communication

Strategies for overcoming barriers in encoding anddecoding:

Pay particular attention to choosing appropriate, simple andclear vocabulary.

Strategies for overcoming barriers in channels:

Avoid technology and communicate face to face.

Strategies for overcoming barriers in perception: Ask questions and gain as much knowledge as possible about

the other person.


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Strategies for overcoming barriers between

organisations and clients

Communicate with clients regularly

Employ good customer service people in front-line positions

Hold regular meetings with clients

Know and use customers names

Ask their opinion about proposed changes

Remember their personal preferences


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Being aware of barriers to communication allows individuals andorganisations to work to avoid communication breakdown.

Barriers can be physical, emotional, linguistic or psychologicaland can be based on gender and culture.

Technology can either facilitate communication or act as abarrier: sometimes it can do both at the same time.

Treating others as you would wish to be treated yourself, andacting ethically, openly and honestly can help foster positivecommunication.

Realising that change and compromise is essential helps avoidconflict and facilitate effective communication.

Summary

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38763300 12448d1231834389 Business Communication Ppt Business Communication Lecture 3