Chapter 1 Supplementary Notes Barriers to Effective Communication

Encoding Barriers. The process of selecting and organizing symbols to represent a message requires skill and knowledge. Obstacles such as the following can interfere with an effective message. 1. Lack of Sensitivity to Receiver. A breakdown in communication may result when a message is not adapted to its receiver. Recognizing the receivers needs, status, knowledge of the subject, and language skills assists the sender in preparing a successful message. 2. Lack of Basic Communication Skills. The receiver is unlikely to understand the message if the sender is unable to use precise words structured into conventional patterns of grammar, style, and usage. 3. Insufficient Knowledge of the Subject. Unclear messages may result when the sender lacks adequate knowledge about the topic or when the message lacks sufficient details. 4. Information Overload. A message crammed with excessive data may be as confusing as one lacking sufficient detail. The sender should not confuse the receiver by allowing unnecessary facts to obscure major ideas. 5. Emotional Interference. An individual may be unable to communicate if emotions prevent an idea from being expressed objectively. Feelings of anger, hostility, resentment, joy, or fear may color the senders presentation of his or her ideas, thus preventing the receiver from understanding the intended message. Transmitting Barriers. Factors that impede the physical transmission of messages are often called noise. Communication breakdown may result from noise and from other transmission problems such as these: 1. Physical Distractions. Poor telephone connections and bad acoustics can interfere with oral communication. Messy appearance, poor reproduction, and grammatical and spelling errors may prevent a receiver from concentrating on the content of a written message. 2. Conflicting Messages. Messages that create a conflict in perception for the receiver may result in misunderstanding. For example, sales rep Rick Anders (or use a students name) asserts that a piece of equipment can perform certain tasks. However, Rick looks uneasy when he answers questions, and he is unable to demonstrate how the machine actually completes the tasks. His words and his actions send conflicting messages to the receiver, thus creating a communication barrier. A message also may have conflicting goals. An architect, for example, may instruct an apprentice to be very careful in preparing selected blueprints, but the architect may also request that the job be completed immediately. The apprentice wonders which communication signal to observe: the request for speed or the request for accuracy. 3. Channel Barriers. Communication may be disrupted if the sender uses an inappropriate channel. Complex information presented in a telephone conversation, for instance, may be difficult to absorb. The receiver, understandably, becomes confused, and a breakdown in communication results. In the same way, an e-mail message asking for employee suggestions may bring no responses, but personal interviews or telephone calls could produce the desired results. The choice of communication media influences the effectiveness of a message. 4. Long Communication Chain. The longer the communication chain, the greater the chance for error. Messages that must be transmitted through numerous receivers may become distorted. The old parlor game of Telephone capitalizes on the error factor in long communication chains. When a player starts a message at one end of a ten-person chain and says Pass it on, the message generally arrives at the other end in considerably altered form. The most accurate transmission results from direct contact between sender and receiver.

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Decoding Barriers. The communication cycle can also break down at the receiving end for any number of reasons. 1. Lack of Interest. A message with little appeal to the receiver may be read hurriedly or listened to carelessly, resulting in misunderstanding. 2. Lack of Knowledge. Attempting to process technical or unfamiliar information can also result in a communication breakdown. For example, unless Alison Stewart (or insert a class members name here) knows something about PCs, she could be expected to have difficulty reading and following written instructions to adapt a printer to a new computer program. 3. Lack of Communication Skills. Individuals with weak reading and listening skills make ineffective receivers. A readers good vocabulary and ability to concentrate contribute greatly to the successful transmission of a written message. The successful communication of a spoken message requires a receiver with good listening habits. Too many of us habitually tune out the senders words and allow our minds to wander even though we may appear to be listening to what is being said. 4. Emotional Distractions. Just as emotions may interfere with the creation and transmission of a message, they can also disrupt reception. If Jeff Gillis (use a students name here if you wish), for example, receives a report regarding proposed changes in work procedures from Jim Durham, whom he dislikes personally, Jeff may have difficulty reading the report objectively. Jeff may read, not to comprehend, but to find fault; he may misinterpret words and read between the lines. As a result, he is likely to misunderstand part or all of the report. 5. Physical Distractions. Receivers may be unable to concentrate on messages because of bright or glaring lights, loud noises, cold or hot surroundings, uncomfortable seats, physical ailments, or handicaps. Responding Barriers. The communication cycle may also be disrupted if feedback is unsuccessful. 1. No Provision for Feedback. Because communication is a two-way process, the sender must look for a means to elicit a response from a receiver. In giving instructions, for example, a supervisor who tolerates neither interruptions nor questions may find that employees do not fully understand what they are expected to do. Face-to-face oral communication provides the greatest opportunity for successful communication because feedback can be both verbal and nonverbal. When communicators are physically separated, particularly when exchanging written messages, the sender must take special precautions to secure meaningful feedback. 2. Inadequate Feedback. Delayed, false, or judgmental feedback can interfere with effective communication. For example, when confronted with a long recitation of instructions from the boss, a worker may pretend to understand the bosss instructions just to be released from the conversation. Such inaccurate feedback, of course, destroys communication. Equally ruinous, judgmental feedback occurs when a receiver replies with defensive or negative comments that are not constructive. A comment such as It wont work does little to let the sender know if the receiver really understands a proposed plan.

High-Context and Low-Context Culture Styles

Anthropologist Edward T. Halls theory of high- and low-context culture helps us better understand the powerful effect culture has on communication. A key factor in his theory is context. This relates to the framework, background, and surrounding circumstances in which communication or an event takes place. The following summary highlights the problems facing low-context North Americans when they interact with people from high-context cultures. High-context cultures (including much of the Middle East, Asia, Africa, and South America) are relational, collectivist, intuitive, and contemplative. This means that people in these cultures emphasize interpersonal relationships. Developing trust is an important first step to any business transaction. These cultures are collectivist, preferring group harmony and consensus to individual achievement. And people in these cultures are less governed by reason than by intuition or feelings. Words are not so important as context, which might include the speakers tone of voice, facial expression, gestures, postureand even the persons family history and status. A Japanese manager explained his cultures communication style to an American: We are a homogeneous people and dont have to speak as much as you do here. When we say one word, we understand ten, but here you have to say ten to understand one. High-context communication tends to be more indirect and more formal. Flowery language, humility, and elaborate apologies are typical. Low-context cultures (including North America and much of Western Europe) are logical, linear, individualistic, and action-oriented. People from low-context cultures value logic, facts, and directness. Solving a problem means lining up the facts and evaluating one after another. Decisions are based on fact rather than intuition. Discussions end with actions. And communicators are expected to be straightforward, concise, and efficient in telling what action is expected. To be absolutely clear, they strive to use precise words and intend them to be taken literally. Explicit contracts conclude negotiations. This is very different from communicators in high-context cultures, who depend less on language precision and legal documents. High-context businesspeople may even distrust contracts and be offended by the lack of trust they suggest. Discussion: What examples can you give that demonstrate high- and low-context cultures? How would context help explain instances of miscommunication between North Americans and Japanese? How could you become a better international communicator?

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Proverbs
Discussion of U.S. Proverbs (appearing on the PowerPoint slides) The squeaking wheel gets the oil. This proverb reflects a primary North American value: individualism. A single persons voice will be heard if one speaks out. The individual who complains the loudest is the one who receives a response and enjoys the reward. A quiet person who says nothing will not have his complaint or idea heard and will generate no response. Shrinking violets are not valued in North American society. Successful people speak out and become leaders. They are self-reliant and do not need the permission of a group to voice their concerns and achieve their goals. Waste not, want not. People who do not waste their resources will not run out of them and end up wanting them. A thrifty individual who uses money and resources carefully will not have to do without. The word want as a noun means deficiency or lack of. It can also suggest a personal defect, a fault. It implies poverty. A person who does not waste will not become impoverished. Thus, this proverb is rich with connotations. It represents the value of thrift and economy. He who holds the gold makes the rules. The individual with the gold (money, power) is the one who makes the rules (governs). According to this proverb, individuals with wealth have the power to make rules and laws. If at first you dont succeed, try, try again. This proverb suggests that perseverance is a prime ingredient of success. It illustrates the value of steadfastness and refusal to quit regardless of failure, adversity, or warning. This is a favorite American proverb. Some people call perseverance stick-to-it-ness. The early bird gets the worm. The first person who achieves a goal is the one who will receive the reward. This proverb suggests that discipline (getting up early) and alacrity (acting quickly) result in a prize, bonus, or reward. Chinese Proverbs A man who waits for a roast duck to fly into his mouth must wait a very, very long time. A person must work hard to create his own achievements. A roast duck symbolizes a completed project, a successful undertaking, or a delicious meal things that do not occur without considerable individual effort. They dont just happen (fly into your mouth). Its a wonderfully metaphoric, concise expression that conveys much meaning with few words. This proverb illustrates industry. It is often attributed as a Chinese proverb, perhaps because roast duck is considered a Chinese delicacy. A man who says it cannot be done should not interrupt a man doing it. This proverb, attributed to the Chinese, again illustrates the value of industry. Refusing to recognize that something can be done (negativity) kills ambition, hope, and creativity. Give a man a fish, and he will live for a day; give him a net, and he will live for a lifetime. Although this proverb at one time was attributed to the Chinese, it is now often heard in relation to many developing countries, such as Africa. It conveys the values of resourcefulness, education, training, and self-reliance. Other Proverbs No one is either rich or poor who has not helped himself to be so. German This proverb suggests that no one becomes rich or poor by accident. Individuals create their own

destiny. The proverb illustrates the value of self-determination. Germans, as well as people in other cultures, are known for their industry, self-reliance, and independence. Words do not make flour. Italian One must do more than talk to create concrete achievement. Although this proverb again illustrates industry, it also suggests that success and achievement do not happen without effort. Why is this attributed to the Italian culture? Perhaps because they are known for their pastas, created from flour. The nail that sticks up gets pounded down. Japanese This proverb reflects the Asian values of modesty, reticence, and aversion to individualism. Standing out from the crowd makes one a target. Additional Proverbs (not appearing on the PowerPoint slides) Japanese The pheasant would have lived but for its cry. (Modesty, reticence, aversion to individualism) To say nothing is a flower. (Silence equates with wisdom) North American A stitch in time saves nine. (Action orientation, practicality) A bird in hand is worth two in the bush. (Practicality, immediate rewards) A mans home is his castle. (Privacy, individualism) German He who is afraid of doing too much always does too little. (Individualism, action orientation) Miscellaneous Proverbs Time is money. (U.S.) Dont cry over spilled milk. (U.S.) Take care of today, and tomorrow will take care of itself. (U.S.) Dont count your chickens before they are hatched. (U.S.) What you see in yourself is what you see in the world. (Afghan) Who tells the truth is never wrong. (African) There is more wisdom in listening than in speaking. (African) The wind does not break a tree that bends. (African) Between the beginning and the end there is always a middle. (Brazilian) An ant may well destroy a whole dam. (Chinese) Of all the stratagems, to know when to quit is the best. (Chinese) When the sun rises, it rises for everyone. (Cuban) Better to ask twice than to lose your way once. (Danish) There is no pillow so soft as a clear conscience. (French) Dont bargain for fish which are still in the water. (Indian) To him that watches, everything is revealed. (Italian) A little axe can cut down a big tree. (Jamaican) Fall seven times, stand up eight. (Japanese) Lower your voice and strengthen your argument. (Lebanese) There is more time than life. (Mexican)

Week 1: Sun. Jan. 22nd, 2012

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