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@ecture 3
By David @ N
davidganglin@gmail.com

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© Pearson Education New Zealand 2005
Communication Barriers
Week 2 Section 1

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© Pearson Education New Zealand 2005
 Communication barriers

ΠBarriers to communication
A barrier is anything that gets in the way of clear communication between
sender and receiver.

ΠBarriers to communication can be

physical
emotional
linguistic (or language-based)
psychological
gender
culture

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© Pearson Education New Zealand 2005
 Physical barriers
Π[iredness

ΠHearing, sight or speech problems

ΠEnvironment

Π[echnical problems

ΠGrammar, spelling, punctuation and sentence structure

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© Pearson Education New Zealand 2005
 Emotional barriers
ΠExpressing emotions

ΠNot expressing emotions

ΠBeing defensive

ΠBeing negative

ΠBeing assertive

ΠConflict |

 
        
© Pearson Education New Zealand 2005
 @inguistic (or language-based)
barriers
ΠNot knowing the language
Π[he influence of one language on another
ΠAccent
Πdiom
ΠDiffering abilities with language
Π[one
ΠJargon
ΠVarying responses to the meaning of words

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© Pearson Education New Zealand 2005
 Psychological barriers

Œ åeligion, politics and values

ΠPersonality
ΠExperiences
ΠOur confidence or lack of it
ΠFeedback (or lack of it)
ΠPower
ΠOur psychological attitude to communication or preferred
communication style

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© Pearson Education New Zealand 2005
 Gender and culture
Πi 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

Π   has an enormous influence and impact on

communication

 ntercultural competence requires an ability to move beyond

stereotypes and to respond to the individual· (@ustig and
Koester, 2003, p. 154).

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© Pearson Education New Zealand 2005
 [echnology as a barrier to
communication
ΠA lack of feedback and non-verbal cues
ΠPolarisation
ΠGeneration gaps
ΠSocio-economic grouping
ΠOvercoming 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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© Pearson Education New Zealand 2005
 mpact of barriers
ΠBarriers block understanding of messages in many
different ways.
ΠBarriers affect both sender and receiver.
ΠBeing aware of barriers can help avoid communication
breakdown and limit the effect of problems in
communication.
Œ åemoving barriers improves communication for all.
ΠBarriers can cause organisations to lose business,
customers and reputation.

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© Pearson Education New Zealand 2005
Strategies for overcoming barriers to
communication
Π0   
       ÷
Pay particular attention to choosing appropriate, simple and
clear vocabulary.

Π0   
    

Avoid technology and communicate face to face.

Π0   
    

Ask questions and gain as much knowledge as possible about
the other person.

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© Pearson Education New Zealand 2005
 Strategies for overcoming barriers between
organisations and clients
ΠCommunicate with clients regularly

ΠEmploy good customer service people in front-line positions

ΠHold regular meetings with clients

Œ Know and use customers· names

ΠAsk their opinion about proposed changes

Œ åemember their personal preferences

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© Pearson Education New Zealand 2005
 Summary
ΠBeing aware of barriers to communication allows individuals and
organisations to work to avoid communication breakdown.
ΠBarriers can be physical, emotional, linguistic or psychological
and can be based on gender and culture.
Π[echnology can either facilitate communication or act as a
barrier: sometimes it can do both at the same time.
Π[reating others as you would wish to be treated yourself, and
acting ethically, openly and honestly can help foster positive
communication.
Œ åealising that change and compromise is essential helps avoid
conflict and facilitate effective communication.

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© Pearson Education New Zealand 2005