Shannons Communication Model Communication is impaired by noise
Shannon’s Communication Model • Communication is impaired by noise factors or ‘barriers’ BSBPMG 507 A Manage Project Communications
Barriers to Effective Communication 1. Language Barriers 2. Cultural Barriers 3. Individual Barriers 4. Organisational Barriers 5. Interpersonal Barriers 6. Attitudinal Barriers 7. Channel Barriers BSBPMG 507 A Manage Project Communications
Barriers to Effective Communication 1. Language Barriers ü Different languages, vocabulary, accent, dialects ü Semantic gaps are words having similar pronunciation but multiple meanings – these can easily be misunderstood ü Poorly expressed message, incorrect interpretation and unqualified assumptions ü The use of difficult or inappropriately technical terms 2. Cultural Barriers ü Can create boundaries and separate people from each other in such a way as to prevent understanding Beauty Gender Economic Position Cultural Background Ethics Age Assumptions Motives Social Status Education Temperament BSBPMG 507 A Manage Project Communications Popularity Political Views Priorities Health
Barriers to Effective Communication 3. Individual Barriers ü May be a result of an individual's perceptual and personal discomfort ü Even when two people have experienced the same event their mental perception may be different and acts as a barrier ü Style, selective perception, halo effect, poor attention, poor retention, defensiveness, close mindedness, insufficient filtration ü Can result from unrelated external forces, stress and personal change 4. Organisational Barriers ü Organisational culture, values, protocols, rules, regulations, accepted norms and behaviours ü Physical set up of work stations ü Communication tools and working facilities BSBPMG 507 A Manage Project Communications
Barriers to Effective Communication 5. Interpersonal Barriers – Lack of knowledge of non-verbal clues like facial expression, body language, gestures, postures, eye contact – Managers ü Lack of trust in staff ü Different priorities from employees ü Lack of understanding of employee expectations ü Authority and power imbalance ü Fear of losing of control – Staff ü Lack of trust in Manager or Employer ü Lack of motivation and co-operation ü Fear of consequences ü Information overload BSBPMG 507 A Manage Project Communications
Barriers to Effective Communication 6. Attitudinal Barriers ü Limitation in physical and mental ability ü Differences in intellect, understanding and perceptions ü Lack of trust and fear of consequences 7. Channel Barriers ü Inappropriate selection of communication channel ü Inappropriately structured message – eg too long, no summary, no clear outcome ü Lack of access to communication media ü Impacts clarity, accuracy and effectiveness BSBPMG 507 A Manage Project Communications
Overcoming the Barriers - Do’s • Allow employees access to resources, self expression and idea generation • Express your expectations to others • Avoid absolute words such as "never", "always", "forever • Avoid “Yes…. But” • Be a good, attentive and active listener • Filter the information correctly before passing on to someone else • Establish direct communication channels • Eliminate intermediaries BSBPMG 507 A Manage Project Communications
Overcoming the Barriers - Do’s • Maintain eye contact if culturally acceptable • Use specific and accurate words which are easily understood • Try and view the situations through the eyes of the speaker • Provide summaries and key messages if information is very detailed or complicated • Oral communication must be clear and not heavily accented • Explain technical concepts and provide definitions BSBPMG 507 A Manage Project Communications
Overcoming the Barriers - Do’s • Ask for clarification and paraphrase to confirm understanding • Break down hierarchies and chains of command • Foster congenial relationships between staff and managers • Focus on purposeful and well focused communication • Seek and act on feedback • Keep an open mind BSBPMG 507 A Manage Project Communications
Overcoming the Barriers – Don’ts • Be a Selective Listener - this is when a person hears another but selects not to hear what is being said or to hear a different message • Try to “win” and score points or prove the other person wrong • Daydream • Use long chain of command for communication • Use technical jargon or unusual words • Jump to conclusions • Interrupt the speakers and distract them by asking too many irrelevant questions • Digress off the main topic BSBPMG 507 A Manage Project Communications
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