SESSION FIVE: COMMUNICATION BARRIERS
Now that we have a good idea of what it takes to be a skilled communicator, we also need to consider some of the things that get in the way of good communication. These barriers can occur for many reasons. Having a way to deal with them is an important skill for strong communication.
In this session, we’ll explore communication barriers and what our own preferences have to do with our expertise in communicating.
Case Study: New Neighbors
You have taken a job working in a manufacturing plant in a fictional city called Midland. It is about a four-hour flight from where you currently live. You and your family are able to find a nice home to rent and you are happy to notice that the couple living next door is approximately your age. The afternoon you move in, you and your family go next door to introduce yourselves to your neighbors. Although they are polite, they do not seem very friendly. Several days later, while you are preparing dinner for a new associate at work, you run out of sugar and rush next door to borrow a cup. Again, you receive a polite but cool reception from your neighbor.
Common Barriers
Experience
This barrier comes from one person always sharing their own experience, and not allowing others to provide input. This can also occur when a newer employee meets existing staff and feels that they need to prove themselves independently, instead of listening to or respecting the experience of their new colleagues.
Emotions
Anger can stop us from hearing what someone says. Love can cloud our judgment.
Background
If someone comes from a very wealthy or very poor background, we might make judgments about them. People can also make judgments based on the area that a person is from.
Attitudes
These can stop us from hearing, observing, and perceiving the truth. A negative attitude can prevent someone from adapting to a change. An overly optimistic attitude can stop someone from seeing what is really going on.
Culture
If we do not have respect for what other cultures contribute, or the positive attributes of our own culture, people experience discrimination.
Subject Knowledge
If one person tries to push their knowledge on others, resentment can arise. On the other hand, if someone pretends to have knowledge and is lying, they will lose credibility and erode trust.
Prejudice
Prejudices are another thing that can cloud our judgment. If I think that all people who live in Midland are lazy ne’er do wells, none of them will ever be good enough, in my estimation. Examine what triggers your prejudices (and why you have these thoughts) to deal with them.
Mood
If we are tired, grumpy, or feeling upset, it is possible we will not hear others or want to engage with anyone. If we are excited and joyful about things and interrupting other people’s work, it is possible they will not get things done either.
Wording
How do you feel when someone starts an e-mail without a greeting? If this is also your style, it might be fine because there are no wasted words in the e-mail. Other people might feel that the tone is abrupt for no reason, or that the writer is angry at them.
Education
If I am intimidated because someone approaches me, and they have a lot more education than I do, even though they are asking me for help, I might become nervous, short tempered, etc.
Noise Level
If there is a lot of noise around and I do not hear properly, I am not likely to get the entire message.
Ambiguity
Clear language helps to remove uncertainty and avoid confusion.
Perceptions
Assuming that someone is going to act in a particular way because of how you perceive them (physical and non-physical cues). This may lead you to assume they will have particular behaviours based on your perception.
Non-Verbal Messages
Non-verbal messages can convey a lot of meaning, even if you are not saying anything. If I enter your office and you turn your back to me, I will know you do not want to talk to me, even though I need to speak with you.
Hearing Difficulties
For messages to be understood, we need to express ourselves. For listeners who are hard of hearing, we may give up before they have understood, or we may avoid calling them to avoid having to take extra steps to make sure they hear us.
Technology
Choose the best communication method (telephone, text, email, virtual conference, in-person) for the situation, being aware that sometimes messages can be misunderstood or misinterpreted because of a lack of context from tone and visual clues.
Being Mindful
It’s important to be sensitive to the needs of others and to pay attention to your surroundings. This will help you communicate the right way each time. Let’s take a moment to think about being mindful.