A PRESENTATION BY:YAKEEN AGARWALA

BBS-I(E)

MISCOMMUNICATION AND BARRIERS

TO COMMUNICATION

SPECIAL THANKS TO

PARNEET

CHOPRA

SUMIT KUMAR

FOR HELPING ME WITH THE TECHNICAL STUFF

MISCOMMUNICATION IN PRODUCT EVOLVEMENT

As Marketing Requested It

As Sales Ordered It

As Engineering Designed It

As Production Manufactured It

As Maintenance Installed It

This is what too much of brain can do!!!

What the Customer Wanted

THUS WE CAN SEE HOW MISCOMMUNICATION CAN LEAD TO LOSSES

"To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others." ~Anthony Robbins ~

Communication Communication is a system of transmitting messages

using multiple components.

It is generally used to convey thoughts, feelings and/or ideas.

N O I S E

Miscommunication

It can happen to anyone

BE IT ST OR VP…Guess Who/What???

(LACK OF CLEAR OR ADEQUATE COMMUNICATION) HOW DOES MISCOMMUNICATION TAKE PLACE??

One side(either sender/receiver) doesn't communicate enough information.

Misinterpretation of the real meaning.Asynchronous communication: Mis- Typed

words.No communication

MISUNDERSTAND

It is when onegroup membergains aninterpretation thathe believes isaccurate, but inreality is not theinterpretation.(no understanding: did not gain any interpretation)

MISINTERPRET

It is when theinterpretation of agroup membersstatement suggeststhat his values andbeliefs are differentfrom the othergroup membersvalues and beliefs.

LYING & EVASION

It is deceptive communication. This acts as a way for the speaker to hide their actual beliefs or actions. Thus the speaker gains some power over the listeners because he has obscured the true beliefs or actions.

Dog for sale: eats anything and is fond of children.

Used Cars: Why go elsewhere to be cheated? Come here first!

Illiterate? Write today for help.Wanted: Man to take care of cow that does

not smoke or drink.Stock up and save.  Limit: one.Tired of cleaning yourself?  Let me do it.

Message DistortionDownward CommunicationThrough Five Levels of Management

Message Amount of message

written by board of directors 100%

Message DistortionDownward CommunicationThrough Five Levels of Management

Message Amount of message

written by board of directors 100%

received by vice-president 63%

Message DistortionDownward CommunicationThrough Five Levels of Management

Message Amount of message

written by board of directors 100%

received by vice-president 63%

received by general supervisor 56%

Message DistortionDownward CommunicationThrough Five Levels of Management

Message Amount of message

written by board of directors 100%

received by vice-president 63%

received by general supervisor 56%

received by plant manager 40%

Message DistortionDownward CommunicationThrough Five Levels of Management

Message Amount of message

written by board of directors 100%

received by vice-president 63%

received by general supervisor 56%

received by plant manager 40%

received by team leader 30%

Message DistortionDownward CommunicationThrough Five Levels of Management

Message Amount of message

written by board of directors 100%

received by vice-president 63%

received by general supervisor 56%

received by plant manager 40%

received by team leader 30%

received by worker 20%

Causes for MiscommunicationOrganizational structureDifference in statusLack of trustClosed communication climateIncorrect choice of mediumInformation overloadMessage complexityUnethical communicationPhysical distractions

Ice Breakers- play a very important role in small group communication. The sole purpose of an ice breaker is to get the members of the group to relax and participate in group

discussions. Examples

Who in your life has most influenced you? What is something you want people to remember about

you? If you could make one wish that would come true, what

would it be?What is one thing you would like to accomplish in your

lifetime?What is something you want to see before you die?Have you ever had something stolen?

SOME COMMON BARRIERS

1. Physiological barriers2. Physical barriers3. Semantic barriers4. Cultural barriers5. Ethical barriers6. Social barriers7. Language barriers8. Emotional barriers9. Organizational barriers

Identifying barriers Communication is about overcoming barriers.

Apparent ‘cause’

Practical Example

Psychological Message from external stakeholder ignored due to ‘groupthink’

Cultural Message from organisation misinterpreted by members of a particular group

Political Message from internal stakeholder not sent because individual is marginalised

Economic Message not available to a public sector organisation due to lack of resources

Technological Message not delivered due to technical failure

Physical Message cannot be heard and visual aids cannot be seen by some members of the audience

Physiological BarriersPhysiological barriers to communication are those that

result from the performance characteristics and limitations of the human body and the human mind.

COMMON BARRIERS TO COMMUNICATION

PERCEPTIONSStereotypesHalo effectsSelective perception

See and hear what we expect Ignore if conflicts with “what we know.”

Projection

What’s your perception?

Many factors affect individuals’ perceptions, such as experience, needs, personality, culture and education. Therefore, people’s perceptions of situations and messages differ.

Perceptual barriers

An individual's subjective viewpoint towards issues/people, which leads to assumptions.

Words can have different meanings to different people, thus blocking communication.

Use of negative words

Barriers to Effective Interpersonal Communication

Overcoming the barriers

Be sensitive to receiver’s point of view. Take him more seriously.

Listen to UNDERSTAND!Learn to use feedback well. Securing proper

feedbackUse direct, simple language, or at least use

language appropriate to the receiver.Learn to use channels well. Using multiple

channels and encoding. Think more clearly about the message.

FILTERING OF DATALOSS OF IMPORTANT DATAUNNECESSARY ADDITIONAL INFO IS

ADDED

BUT HELPFUL SOMETIMES WHEN DONE

DELIBERATELY BY THE MANAGERS.

Memo from CEO to managerAt 11 o’clock today, there will be a total eclipse of the sun. This is when the sun disappears behind the moon for two minutes. Since this is something that is not seen every day, employees have permission to view the eclipse in the parking lot. Staff should meet in the lot at 10 minutes to 11. At that time, I’ll give a brief speech explaining the eclipse. The company will provide safetygoggles for a small fee.

Memo from manager to department head

Today at 10 minutes to 11, all staff should meet in the car park to see the sun disappear for two minutes during a total eclipse.

For a moderate cost, goggles will be provided for safety. The CEO will deliver a short speech beforehand. This is not something that can be seen every day.

Memo from department head to floor manager

Today the CEO will deliver a short speech to make the sun disappear for two minutes during an eclipse.

This is something that happens every day and staff will meet in the car park at 10 or 11. It will be safe, if you pay a moderate cost.

Memo from floor manager to

supervisor

Ten or 11 staff are to go to the car park

where the CEO will eclipse the sun for

two minutes.

This doesn’t happen every day. It will be

safe and, as usual, it will cost you.

Memo from supervisor to staff

Some staff will go to the car park today to see the CEO disappear.

It is a pity this doesn’t happen everyday.

FEEDBACK AS THE BARRIER TO COMMUNICATION

ABSENCE OF FEEDBACK, POOR FEEDBACK

Sometimes feedback itself is the main barrier if not aptly given by the receiver. Eg: sometimes a person is forced to/ thinks appropriate to give a particular type of feedback

KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION

7.Equality oriented. “I have Superiority oriented. some ideas, but do you have “Your suggestion is dumb. any suggestions?” This is the way to handle this

problem.”

8.Flexible. “I have some Closed-minded. “What-questions, but let’s explore ever made you think thatit further.” would work?”

9.Appropriately intimate. Overbearing or aloof.“Since we have known each “I know we just met, but Iother a long time, I’d like really need to tell youto tell you how I feel about something personal.”our relationship.”

Essential of effective communication

Principle of clarity in ideasPrinciple of appropriate languagePrinciple of attentionPrinciple of consistencyPrinciple of adequacyPrinciple of proper timePrinciple of informality

Principle of feedback

Principle of integration

Principle of consultation

Principle of economy

Principle of proper medium

Raju Raju sat on the wall...Raju Raju had a great fall...Balance sheet died...Shareholders cried...

Raju Raju made a fraud

The classic case of miscommunication

THANK YOU

Miscommunication : this joke is only for the boys

There were these identical twins, Jim and John. Jim was the owner of an old dilapidated boat. It just so happened that John’s wife died the same day Jim’s boat sank. A few days later, a kindly old woman saw Jim and mistaking him for John said  ”I’m sorry to hear about your loss. You must feel terrible.” Jim, thinking she was talking about his boat said “Fact is I’m sort of glad to be rid of her. She was a rotten old thing from the beginning. Her bottom was all shriveled up and she smelled like an old dead fish. She was always losing her water, she had a bad crack in the back and a pretty big hole in the front too. Every time I used her, the hole got bigger and she leaked like crazy. I guess what finally finished her off was when I rented her to these four guys looking for a good time. I warned them she wasn’t very good, but they wanted to use her anyhow. The fools all tried to get in her at once and she split right up the middle.” The old woman fainted.