BSBPMG507A Manage Project Communications

Shannon’s Communication Model

• Communication is impaired by noise factors or ‘barriers’

BSBPMG507A 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

BSBPMG507A Manage Project Communications

Barriers to Effective Communication

1. Language Barriers Different languages, vocabulary, accent, dialects Semantic gaps are words having similar pronunciation but

multiple meanings – these can easily be misunderstood Poorly expressed message, incorrect interpretation and

unqualified assumptions The use of difficult or inappropriately technical terms

2. Cultural Barriers Can create boundaries and separate people from each

other in such a way as to prevent understanding

Temperament

Age

Health

CulturalBackground

Economic Position

Social StatusGender

EducationPriorities

PopularityBeauty

Assumptions

Motives

Ethics

PoliticalViews

BSBPMG507A Manage Project Communications

Barriers to Effective Communication

3. Individual BarriersMay be a result of an individual's perceptual and personal

discomfortEven when two people have experienced the same event their

mental perception may be different and acts as a barrierStyle, selective perception, halo effect, poor attention, poor

retention, defensiveness, close mindedness, insufficient filtration

Can result from unrelated external forces, stress and personal change

4. Organisational BarriersOrganisational culture, values, protocols, rules, regulations,

accepted norms and behaviours Physical set up of work stations Communication tools and working facilities

BSBPMG507A 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

Lack of trust in staffDifferent priorities from employeesLack of understanding of employee expectations Authority and power imbalanceFear of losing of control

– StaffLack of trust in Manager or EmployerLack of motivation and co-operationFear of consequencesInformation overload

BSBPMG507A Manage Project Communications

Barriers to Effective Communication

6. Attitudinal BarriersLimitation in physical and mental abilityDifferences in intellect, understanding and perceptionsLack of trust and fear of consequences

7. Channel BarriersInappropriate selection of communication channelInappropriately structured message – eg too long, no

summary, no clear outcomeLack of access to communication mediaImpacts clarity, accuracy and effectiveness

BSBPMG507A 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

BSBPMG507A 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

BSBPMG507A 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

BSBPMG507A 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