1. COMMON BARRIERS TO
COMMUNICATION
1. SEMANTICS
Definition of words
Choice of words

2. COMMON BARRIERS TO
COMMUNICATION
2. POOR CHOICE, USE OF CHANNELS
 When to use certain channel
Oral alone:
• Simple reprimand
• Settle simple dispute
Written alone:
• Don’t need immediate feedback
• Need record

3. COMMON BARRIERS TO
COMMUNICATION
2. USE OF CHANNELS
Both channels:
• Commendation
• Serious reprimand
• Important policy change
Nonverbal
• Be aware of it.

4. COMMON BARRIERS TO
COMMUNICATION
3. PHYSICAL DISTRACTIONS
4. NOISE, PHYSICAL,
PSYCHOLOGICAL
5. STATUS DIFFERENCE
6. EFFECTS OF EMOTIONS

5. 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

6. COMMON BARRIERS TO
COMMUNICATION
8. FILTERING, SCREENING
NEGATIVE INFORMTAION
9. EVALUATING THE SOURCE
10.ABSENCE OF FEEDBACK,
POOR FEEDBACK

7. COMMON BARRIERS TO
COMMUNICATION
11. INFORMATION, DATA
OVERLOAD
12. POOR LISTENING
LISTEN TO RESPOND
LISTEN TO UNDERSTAND

8. TO OVERCOME BARRIERS:
Learn to use feedback well.
Be sensitive to receiver’s 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.

9. LISTENING WITH...
“EXPERIENCE”
“WHAT WE KNOW”
BIASES
STEREOTYPES
PERCEPTIONS
EMOTIONS

10. LISTENING
LISTEN TO RESPOND
LISTEN TO UNDERSTAND

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

12. LISTEN TO UNDERSTAND
Before I can walk in
another person’s shoes,
I must remove my own.
Unknown

13. 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

14. LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
HIGH
X
RESPECT
LOW
LOW
COURAGE
HIGH

15. LISTEN TO UNDERSTAND
ASSUMES WIN-WIN
BE DIRECT
BE CLEAR
BE SPECIFIC
BE HONEST
BE RESPECTFUL
BE TACTFUL
TAKE RESPONSIBILITY
FOR YOURSELF

16. 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.)

17. LISTEN TO UNDERSTAND
When you meet me an hour after you
said you would
I feel angry and hurt
Because I think you don’t care much
about my job demands
And I would like you to call when you are
going to be late.

18. LISTEN TO UNDERSTAND
YOU’RE AN HOUR LATE!
YOU MAKE ME ANGRY!
YOU’RE ALWAYS LATE!
YOU DON’T CARE ABOUT MY
TIME/FEELINGS!
YOU MAKE ME SICK!

19. NOT LISTENING?
AUTOBIOGRAPHICAL RESPONSES:
PROBE
 GIVE ADVICE
 EVALUATE
 INTERPRET

20. UNDERSTANDING?
I
KNOW WHAT YOU MEAN
KNOW WHAT I
I
MEAN?
HEAR YOU
I’VE
BEEN THERE!
YOU
UNDERSTAND ME?
YOU
HEAR WHAT I SAID?
YOU
KNOW WHAT TO DO?
I
KNOW WHAT YOU’RE TALKING ABOUT.

21. “FIXING” = LISTENING?
“DON’T FEEL BAD.”
 “DON’T CRY.”
 “DON’T BE UPSET.”
 “YOU SAY THAT BUT YOU
ALWAYS DO WELL.”

22. Ten Rules for Good Listening
Rule Listening
1. Stop talking
Reasoning Behind the Rule
You cannot listen if you are
talking.
2. Put the person at ease
Help a person feel free to talk;
create a permissive environment.
3. Show the person you
want to listen
Look and act interested; listen to
understand, not to oppose.
4.Remove distractions
Don’t doodle, tap, or shuffle
papers; shut the door if necessary
to achieve quiet.

23. Ten Rules for Good Listening
Rule Listening
Reasoning Behind the Rule
5. Empathize
Try to see the other person’s
point of view.
6. Be patient
Allow plenty of time; do not
interrupt; don’t start for the
door or walk away.
7. Hold your temper
An angry person takes the wrong
meaning from words.

24. Ten Rules for Good Listening
Rule Listening
Reasoning Behind the Rule
8.Go easy on argument
and criticism
Don’t put people on the defensive
and cause them to “clam up” or
become angry; do not argueeven if you win, you lose.
9. Ask questions
This encourages a person and
shows that you are listening; it
helps to develop points further.
10. Stop talking
This is first and last, because all
other guides depend on it; you
cannot listen effectively while you
are talking.
Source: Adapted from Human Behavior at Work, Fifth Edition, by Keith Davis. 1977.

25. 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.
2.Descriptive. “This is what
happened and this is how I
felt about it. I’d like to suggest
an alternative that would be
more acceptable.
Evaluative. “You are
wrong for doing what you
did.”
3.Problem oriented. “How
can we solve this problem?”
Person oriented. “Why
are you so slow?”

26. KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION
4.Specific. “I felt like I did not
get equal time to cover my
material in that presentation.”
Global. “You are always
seeking all the recognition
for our work.”
5.Owned. “I have decided
to turn down your request
because…”
Not owned. “You have a
pretty good idea, but you
know how it is in this
organization -- everyone
can’t get everything they
want.”
6.Validating. “That is an
interesting suggestion.”
Not validating. “I can’t
believe you could think such
a thing.”

27. 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.”
8.Flexible. “I have some
questions, but let’s explore
it further.”
Closed-minded. “Whatever made you think that
would work?”
9.Appropriately intimate.
“Since we have known each
other a long time, I’d like
to tell you how I feel about
our relationship.”
Overbearing or aloof.
“I know we just met, but I
really need to tell you
something personal.”

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

29. COMMUNICATION NETWORKS
.
.
.
.
.
Y
.
.
.
.
WHEEL, STAR
CENTRALIZED
.

30. COMMUNICATION NETWORKS
.
.
.
.
.
.
CIRCLE
.
.
.
.
ALL CHANNEL
DECENTRALIZED

31. COMMUNICATION NETWORKS
SIMPLE
TASKS
COMPLEX
TASKS
CIRCLE
ALL CHANNEL
Y
WHEEL
STAR
SLOW
LESS ACCURATE
Y
WHEEL
STAR
CIRCLE
ALL CHANNEL
FASTER
MORE ACCURATE