Barriers in Business Communication (session 3 &4).pptx

Barriers in Business Communication - diploma in marketing - university of colombo

1. UNIVERSITY OF COLOMBO Faculty of Management & Finance Department of Marketing Diploma in Marketing 2023/2024 Semester I DM 1305 B usiness Communications DM 1305 Business Communications - Session 3 1

2. Course Facilitator Gayan Perera Contact Details Phone number - 071 800 7777 Email - [email protected] Course Title : Business Communications Credits Allocated : 3 Course Duration: 36 hours : [3 hours * 12 sessions] DM 1305 Business Communications - Session 3 2 Consultation Mode and Time Via email or in person [with prior appointments made through email or over the phone]

3. DM 1305 Business Communications - Session 3 3 Barriers in Business Communication

4. DM 1305 Business Communications - Session 3 4 Introduction For any kind of communication to be successful, it is essential that the receiver attributes the same meaning to the message as intended by the sender of the message. But all acts of communication are not perfect or successful. At times, some meaning is lost as the message encounters various barriers along its passage between the sender and the receiver. Such barriers may arise at any of the stages through which a message passes during the process of communication. This is also called miscommunication. Some of the common problems that lead to the failure of communication are: noise, cultural differences, complexity of subject matter, personal biases, semantic problems, socio-psychological barriers, filtering, information overload, poor retention, poor listening, goal conflicts, etc.

5. DM 1305 Business Communications - Session 3 5 Types of barriers Barriers to communication can be classified into the following broad categories: Physical or environmental barriers, Physiological or biological barriers, Semantic or language barriers, Personal barriers, Emotional or perceptional barriers, Socio-psychological barriers, Cultural barriers, Organizational barriers.

6. DM 1305 Business Communications - Session 3 6 Physical or Environmental Barriers Barriers to communication can be classified into the following broad categories: Physical barriers are those barriers which are caused due to some technical defects in the media used for communication and/or due to certain disturbances in the surrounding environment. Often, the term ‘noise’ is used as a blanket term to refer to the physical barriers in general. But noise, in its literal sense, is also one of the factors that give rise to the physical barriers during the process of communication. Besides noise, wrong selection of medium, lack of sound quality, poor lighting, frequent movements of hands, fiddling with a pen, or even serving of tea during an important conversation- all of these are also responsible for creating physical barriers in the communication process.

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11. DM 1305 Business Communications - Session 3 11 Physiological Barriers Physiological barriers are related to a person’s health and fitness. These may arise due to disabilities that may affect the physical capability of the sender or the receiver. For example, poor eyesight, deafness, uncontrolled body movements, etc. Physical defects in one’s body may also disrupt communication. While communicating, a person uses – his vocal (speech) organs to produce sound/speech his hand and fingers to write his ears to take in the spoken words his eyes to absorb the written words Flawless functioning of these body organs is inevitable for effective communication to take place. In case of any defect in any of these organs, the successful completion of communication will be difficult to accomplish. Speaking can be adversely affected by stammering, fumbling, utterance of improper sounds due to defective vocal organ/s, etc.

12. DM 1305 Business Communications - Session 3 12 Semantic or Language Barriers Semantics is the systematic study of the meaning of words. Thus, the semantic barriers are barriers related to language. Such barriers are problems that arise during the process of encoding and/or decoding the message into words and ideas respectively. Both the oral and the written communication are based on words/symbols which are ambiguous in nature. Words/symbols may be used in several ways and may have several meanings. Unless the receiver knows the context, he may interpret the words/symbols according to his own level of understanding and may thus misinterpret the message.

13. DM 1305 Business Communications - Session 3 13 Semantic or Language Barriers a. Misinterpretation of Words Semantic problems often arise because of the gap between the meaning as intended by the sender and that as understood by the receiver. This happens when the receiver does not assign the same meaning to the word/symbol as the transmitter had intended. b. Use of Technical Language Technical or specialized language which is used by people or professionals who work in the same field is known as jargon. Such technical language can be a barrier to communication if the receiver of the message is not familiar with it. For example, in the computer jargon, 'to burn a CD' means 'to copy the data on a CD'. To a old person, the word 'burn' may have a very different connotation. c. Ambiguity Ambiguity arises when the sender and the receiver of the message attribute different meanings to the same words or use different words to convey the same meaning. Sometimes, wrong assumptions also lead to ambiguity. A sender often assumes that his audience would perceive the situation as he does or have the same opinion about an issue or understand the message as he understands it, and so on. All such assumptions may turn out to be wrong and cause communication failure.

14. DM 1305 Business Communications - Session 3 14 Personal Barriers Communication is interpersonal in nature. Thus, there are certain barriers that are directly linked to the persons involved in the communication process, i.e. the sender and the receiver, which influence the accurate transfer of the message. These are called personal barriers. Personal barriers have to do with the age, education, interests and needs or intentions that differ from person to person. In any business organization, the attitude of the superiors and the subordinates play a vital role in determining the success of communication. If the superiors have a hostile attitude, then there are chances that they may filter the information or manipulate the message, sometimes intentionally, in order to achieve certain selfish motives.Many superiors are not open to suggestions and feedback as they presume that their subordinates are not capable of advising them. Also, they often tend to keep too busy with work and do not pay much attention to communication. Due to this, the downward flow of information within the organization is badly affected and this in turn leads to poor performance.

15. DM 1305 Business Communications - Session 3 15 Emotional or Perceptional Barriers Emotional or perceptional barriers are closely associated with personal barriers. Personal barriers arise from motives and attitudes whereas emotional or perceptional barriers have an added dimension that includes sentiments and emotions as well. If the receiver does not evaluate the information with an open mind, i.e. objectively, his judgment/evaluation would be colored with his biases and/or his emotions, thus inducing him to read too much into a message. This would interfere with the exact transfer of information and cause misinterpretation. Such a barrier may also emerge at the time of encoding the message. Over enthusiasm on the part of the sender may lead him to invest his message with meaning/s which he may actually not have intended to. Extreme emotions like excitement, anger, stress, depression, etc. also get in the way of effective communication. All these factors may create biases in the mind of the sender or the receiver.

16. DM 1305 Business Communications - Session 3 16 Socio-Psychological Barriers Socio-psychological barriers are a subset of personal barriers, similar to perceptional barriers. We should categorize them as such because an individual's attitude is influenced by their instincts, emotions, and their interactions with others.

17. DM 1305 Business Communications - Session 3 17 Socio-Psychological Barriers a . Difference in Perception Moreover, in a communication situation, the communicators have to deal with two aspects of the reality- the one as they see it and the other as they perceive it. The mind filters the message i.e. the words/symbols/ signs and attributes meaning to them, according to individual perception. Each individual has his own distinctive filter, formed by his/her experiences, emotional makeup, knowledge, and mindset which s/he has attained over a period of time. Because of this difference in perceptions, different individuals respond to the same word/symbol/sign based on their own understanding of the situation and assign meaning to it on the basis of their unique filter. At times, this difference in perception causes communication gap, i.e. misrepresentation, in the message. In face-to-face communication, this gap can be easily eliminated as there is immediate feedback. But in written communication, the semantic gap between the intended meaning and the interpreted meaning remains unidentified, as the feedback is delayed or sometimes there is no feedback at all.

18. DM 1305 Business Communications - Session 3 18 Socio-Psychological Barriers b . Prejudices People with strong prejudices are hard to talk to. They don't like to listen or consider new ideas, information, or different opinions. They have closed minds and often respond with anger, making communication difficult. To get past this barrier, people need to be open to new ideas and learn to listen with an open mind. c . Information Overload Furthermore, information overload leads to poor retention and causes information loss. So, whenever there is some important information to be conveyed, the communicators must use the written channel of communication.

19. DM 1305 Business Communications - Session 3 19 Cultural Barriers Cultural differences make it complicated to send and understand messages. This happens not just because of language differences but also because people from different cultures have unique beliefs and assumptions. They may give different meanings to words, symbols, gestures, and behavior. They can also interpret social values, body language, personal space, time, and social manners differently based on their own customs, attitudes, opinions, and cultural norms. Cultural barriers occur when people from different cultures want to maintain their own cultural identities and sometimes see other cultures as less important than their own.

20. DM 1305 Business Communications - Session 3 20 Organizational Barriers Goal Conflicts: Conflicts over goals can arise between different levels of authority, departments, or colleagues within the organization. This can create a negative atmosphere and disrupt communication. b . Organizational Policies: Organizational policies play a significant role in determining how well people within the organization communicate. If policies restrict the free flow of information, communication may suffer. Some organizations have rules that hinder the transmission of important messages, leading employees to avoid conveying crucial information . In organizations with an open-door policy, subordinates can easily approach their superiors. However, in organizations where formal communication channels must be strictly followed, there is often discomfort in interactions between superiors and subordinates, hindering effective communication.

21. DM 1305 Business Communications - Session 3 21 Organizational Barriers c. Organizational Hierarchy: The hierarchical structure of an organization can also impede information flow and cause delays in decision-making. Messages often go through a chain of command, and at each level, there is a potential for filtering and distortion before the message reaches the intended recipient. The hierarchical structure can be a significant barrier to effective communication.

22. DM 1305 Business Communications - Session 3 22 Overcoming Barriers 1/ Use Clear and Concise Language: Employing straightforward and concise language is crucial for communication to be effective. It involves expressing your thoughts, ideas, and messages in a straightforward manner, avoiding unnecessary jargon or complex terms. When you communicate clearly and concisely, you increase the chances of your message being understood accurately. Consider the following tips: Simplify your message: Break down complex concepts into simpler terms. Use plain language that is easy for the listener or reader to understand. Avoid ambiguity: Be specific and precise in your communication. Clearly articulate your expectations, instructions, or requirements to eliminate any confusion. Organize your thoughts: Structure your communication in a logical and coherent manner. Present your ideas in a clear and sequential order to facilitate understanding. Be mindful of tone: Take into account the tone of your message and its potential interpretation by others. Use a respectful and positive tone to foster better communication. Use appropriate vocabulary: Tailor your language to suit your audience. Avoid using technical terms or jargon that may be unfamiliar to others. Instead, use words that are commonly understood .

23. DM 1305 Business Communications - Session 3 23 Overcoming Barriers 2/ Active Listening: Active listening is a crucial strategy for overcoming communication barriers. It involves fully engaging with the speaker and focusing on understanding their message. By being an active listener, you demonstrate respect and genuine interest in the conversation. This strategy allows you to grasp the speaker’s intentions and concerns accurately. Here are some key aspects of active listening: Focus on the speaker: Make sure to offer your complete focus to the individual who is speaking. Maintain eye contact, nod to show your understanding, and avoid distractions. Avoid interrupting: Provide the speaker with the opportunity to express their thoughts without interruption. Don’t jump to conclusions or finish their sentences. Instead, let them complete their message before responding. Show empathy: Make an effort to understand the speaker’s viewpoint and emotional state. Acknowledge their feelings and provide support when necessary. This helps build trust and rapport. Ask clarifying questions: If something is unclear, ask relevant questions to seek clarification. This demonstrates your interest in understanding the speaker’s message and encourages them to elaborate further. Reflect and paraphrase: Summarize or restate what you have understood to ensure you interpreted the message correctly. This gives the speaker an opportunity to clarify any misconceptions.

24. DM 1305 Business Communications - Session 3 24 Overcoming Barriers 3/ Adapt to Different Communication Styles: People possess different communication styles, which are shaped by factors such as culture, personality, and background. Adapting to different communication styles helps bridge the gap between individuals with varying preferences, making communication more effective and efficient. Consider the following tips to adapt to different communication styles: Observe and assess: Pay attention to how others communicate. Observe their verbal and non-verbal cues, tone of voice, and preferred methods of expression. This allows you to understand their style better. Flexibility in tone and pace: Adjust your tone and pace to match the person you’re communicating with. Some individuals prefer a more casual and relaxed style, while others may prefer a more formal and direct approach. Adapting to their style can create a more comfortable and effective communication environment. Be patient and understanding: Recognize that not everyone communicates in the same way as you do. Practice patience and be flexible in adapting your communication style to accommodate the needs of others.

25. DM 1305 Business Communications - Session 3 25 Overcoming Barriers 4/ Seek Feedback: Seeking feedback is an essential strategy for overcoming communication barriers. Feedback allows you to gain insight into how your message is received and understood by others. By actively seeking feedback, you can pinpoint areas for improvement, address any misunderstandings, and elevate your communication skills. Here are some tips for seeking feedback: Ask specific questions: Instead of asking general questions like “How was my communication?”, ask specific questions related to the aspects you want feedback on. For example, you can ask, “Did you understand the main points I was trying to convey?” or “Was my tone appropriate for the situation?” Actively listen to feedback: When receiving feedback, engage in active listening and remain open-minded, rather than becoming defensive. Remember that the goal is to learn and improve. Reflect and act upon feedback: Take the feedback you receive into consideration and reflect on how you can make positive changes. Implement the necessary adjustments in your communication approach and evaluate the results.

26. DM 1305 Business Communications - Session 3 26 Overcoming Barriers 5/ Choose the Right Medium: Selecting a suitable communication medium is vital for achieving effective communication. Different situations and messages may require different channels of communication. By selecting the right medium, you can ensure your message is delivered efficiently and understood by the intended audience. Consider the following factors when choosing the communication medium: Nature of the message: Determine whether the message is complex, sensitive, or requires immediate attention. For urgent matters, real-time mediums like phone calls or face-to-face conversations might be more appropriate. For less time-sensitive or detailed information, emails or written documents may meet the requirement. Audience preferences: Understand the preferences of your audience. Some individuals may prefer in-person interactions, while others may favor written or digital communication. Adapting to their preferences can enhance the effectiveness of your message. Importance of documentation: If the message requires documentation or a record for future reference, formal written communication mediums like email are suitable.

27. DM 1305 Business Communications - Session 3 27 Overcoming Barriers 6/ Be Aware of Non-Verbal Communication: Non-verbal communication significantly influences message transmission and interpersonal understanding. Examples of nonverbal communication include body language, posture & gestures, facial expressions, tone of voice, as well as other visual and auditory cues. Being aware of and effectively interpreting non-verbal cues can significantly enhance communication and help overcome barriers. Consider the following aspects of non-verbal communication: Body language: Pay attention to posture, gestures, and physical movements. Maintain an open and relaxed posture to show attentiveness and engagement. Facial expressions: Observe the expressions of others and be mindful of your own. Facial expressions can reveal emotions and provide additional context to the spoken message. The tone of voice: Listen for variations in tone, pitch, and volume. The tone of voice can convey emotions or underlying attitudes. Eye contact: Maintain appropriate eye contact, as it signals attentiveness and interest. However, individual preferences regarding eye contact may be influenced by cultural norms, thus it is also important to be mindful of these cultural differences. Listening cues: Use active listening cues, such as nodding, smiling, and providing verbal feedback, to show understanding and encouragement.

28. DM 1305 Business Communications - Session 3 28 Overcoming Barriers 7/ Use Visual Aids: Visual aids can greatly enhance communication by providing additional context, clarity, and engagement. They help convey information in a more visually appealing and memorable way, making it easier for the audience to understand and retain the message. Consider the following tips for using visual aids: Select relevant visuals: Choose visuals that support and clarify your message. Ensure they are directly related to the content and help convey information more easily. Use appropriate formatting: Make sure the visuals are clear and visually appealing. Use appropriate colors, fonts, and sizes to enhance readability and comprehension. Enhance engagement: Incorporate visuals that capture the audience’s attention and maintain their interest. Use visuals to illustrate examples, or create a visual narrative that complements your message. Balance with verbal communication: Use visuals as a complement to your verbal communication, not a substitute. Integrate them into your presentation or discussion in a way that supports your spoken words.

29. DM 1305 Business Communications - Session 3 29 Overcoming Barriers 8/ Use Paraphrasing and Summarizing: Paraphrasing and summarizing are effective techniques for clarifying understanding, confirming accuracy, and overcoming communication barriers. Consider the following guidelines for using paraphrasing and summarizing: Paraphrasing: Paraphrasing involves rewording the speaker’s message in your own language while ensuring that the core meaning remains the same. It helps confirm your understanding and allows the speaker to clarify any misconceptions. Here is a live example of paraphrasing: Speaker: “I think it’s important to establish clear goals and communicate them effectively to the team.” Paraphrasing: “So, you believe that setting clear goals and effectively communicating them to the team is crucial?” Summarizing: Summarizing involves providing a concise overview of the main points discussed. It helps capture the essence of a longer conversation or presentation and ensures key takeaways are understood. Here is a live example of summarizing: Speaker: “In conclusion, we need to focus on improving our customer service, streamlining our processes, and investing in employee training.” Summarizing: “So, the main areas we should prioritize are customer service, process improvement, and employee training.”

30. DM 1305 Business Communications - Session 3 30 Overcoming Barriers 9/ Develop Cultural Awareness: Cultural awareness is crucial, especially in diverse and multicultural environments. It involves understanding and respecting the customs, beliefs, values, and communication norms of different cultures. Developing cultural awareness allows for more inclusive and respectful communication, helping to overcome barriers related to cultural differences. Consider the following tips for developing cultural awareness: Avoid assumptions: Recognize that cultural norms can vary significantly. Be cautious in forming assumptions or generalizations based on stereotypes. Treat each person as unique and demonstrate respect for their cultural differences. Be mindful of body language and gestures: Recognize that gestures and body language may carry different meanings in different cultures. Be cautious to avoid unintended offense or misinterpretation. Seek feedback and guidance: When interacting with individuals from different cultures, seek feedback and guidance on how to communicate effectively. Ask open-ended questions to encourage them to share their preferences and provide insights.

31. DM 1305 Business Communications - Session 3 31 Overcoming Barriers 10/ Use Examples and Stories: Using examples and stories is an effective strategy to engage your audience, clarify complex concepts, and overcome communication barriers. Examples and stories provide real-life context and relatable experiences that make your message more memorable and understandable. Consider the following tips for using examples and stories: Choose relevant and relatable examples: Select examples that resonate with your audience and are directly related to the topic at hand. Use examples that are familiar to them, such as common scenarios or experiences they can easily relate to. Connect the example to your message: Ensure that the example or story directly supports the main point you’re trying to convey. Clearly articulate the connection so that the audience understands the relevance and takeaway. Use storytelling techniques: Craft your examples or stories using storytelling techniques such as a clear narrative structure, engaging characters, and a compelling plot. This helps captivate the audience’s attention and creates an emotional connection.

32. DM 1305 Business Communications - Session 3 32 How to overcome communication barriers in the workplace 1/ Establish Clear Communication Policies : Create well-defined and widely circulated communication policies within the organization. Clearly outline expectations, guidelines, and protocols for internal and external communication. This helps minimize misunderstandings and promotes effective communication throughout the organization. 2/ Choose Appropriate Communication Media : Select the most suitable communication medium based on factors such as message importance, the communication environment, and the receiver’s knowledge. For urgent and immediate action,  oral communication  over the telephone may be ideal.  3/ Reduce Information Overload : Avoid overwhelming employees with excessive information. Focus on conveying only necessary and relevant information to prevent communication overload. 

33. DM 1305 Business Communications - Session 3 33 How to overcome communication barriers in the workplace 4/ Conduct Communication Audits : Regularly perform communication audits to assess the  organization’s communication networks , functions, and effectiveness. This evaluation can identify areas of improvement and lead to necessary changes in communication strategies. For example, recognizing a lack of  upward communication channels  might trigger the implementation of networks that facilitate better growth and talent recognition. 5/ Develop Communication Skills Training : Offer training programs or workshops focused on improving business communication skills for employees at all levels. These programs can cover various aspects such as active listening, effective  verbal and written communication , and nonverbal communication. Building strong communication skills enhances overall communication effectiveness within the workplace. 6/ Provide Appraisal Feedback Guidelines:  Include specific guidelines in the HR policy regarding the process of providing appraisal feedback to employees at different levels within the organization. Clearly, state who will be responsible for delivering the feedback and the preferred methods or channels of communication. This ensures consistency and clarity in the feedback process.