OBSTACLES/BARRIERS TO EFFECTIVE LISTENING

Listening is an important aid to communication. Listening with understanding is not merely hearing with ears but really in the mind. It is a conscious effort by the receiver to perceive and understand the message, give meaning to those sounds and words uttered. However, there are several barriers to listen effectively. Some of them can be studied as follows-

1) Marginal Listening- Listening is faster than speaking. Listening is three times faster than speaking. The difference between speaking speed and listening speed gives extra time to a listener, while the speaker speaks. This extra time results in diverting the attention from the message communicated, and thus listeners may not pay attention once they get distracted.

2) Noise- Noise is one of the main obstacles to effective listening. Noise can be in the environment such as traffic noise or in the means used by the speaker such as sound system.

3) Dislike of the Speaker- The listener may develop a dislike for the speaker. This may be due to physical appearance of the speaker, his body language, his pronunciations, his views, etc. Such dislike develops a negative attitude towards the speaker, and the listener may not accept or pay attention to what the speaker says.

4) Preconceived Notions- There may be preconceived notions about the subject or topic being discussed. The listener may consider the topic to be meaningless or boring or too difficult or too easy. In such a case, the listener may not pay attention to what the speaker speaks.

5) Intellectual Listening- There are intellectual speakers who make mental notes most of the time. They keep their eyes closed while doing so. As such, they miss many of the finer shades of meaning and sentiments that go with the speaker’s body language-facial expressions, gestures, etc.

6) Fake Listening- Some persons may make believe the speaker that they are very much interested in the talk, they may put up a satisfied expression on their face, but in fact they may not be paying any attention to what the speaker says.

7) Emotional Disturbance- Emotional disturbance on the part of the listener can be obstacle to effective listening. If listener is angry or upset, he may not pay attention to what is being said by the speaker. Too much excitement of listener may also make him ignore the speaker.

8) Poor Health- Poor state of health reduces listening efficiency. It makes a person irritable, impatient, inattentive and unable to concentrate. If a listener has fever, he may just do hearing not listening.

9) Planning a Reply- Sometimes, listener goes on panning his response or query to the speaker when speaking is going one. In this planning listener may not concentrate further as he is busy in framing his reply. 

10) Language Barrier- Language also becomes a barrier in listening. Sometimes, the speaker may not have a great command over a language. So, the listeners may not understand what the speaker speaks. Other times, the listener may not be fluent in the language being used by the speaker. 

WAYS TO OVERCOME BARRIERS TO COMMUNICATION

1)      Ways to overcome Physical Barriers:

ü  Whenever possible, avoid having physical barriers such as tables between the sender and receiver. Removal of these can give the impression of more open and personal communication.

ü  Maintain all instruments of communication like telephone, intercom system, typewriter, microphone etc. in good working condition.

ü  Ensure that the room is well lit but not too bright. Make sure that if the sun is coming through the windows, there are no shadows or reflections on any overhead presentations and that it is not blinding the audience.

ü  If someone is expected to listen for an extended period of time, appropriate seating and seating arrangements are important.  It should be comfortable.

ü  Plan your meetings keeping the time differences between different countries in the world in mind.

ü  Ensure less noise during the conduct of meetings by providing soundproof rooms or calm, peaceful and pleasant surroundings.

ü  The room should have sufficient ventilation.

ü  Make sure the room is safe and there are no obstacles which may be dangerous to the audience.

ü  Email, fax, telephone and videoconferencing can help to reduce the effects of time and space barriers, specifically for people who are communicating on a worldwide scale.

ü  Choose the richest media for complex messages and use multiple channels to communicate instead of depending on one channel.

2)      Ways to overcome Semantic/ Language Barriers:

ü Use concrete and specific language.

ü Be careful while using jargons and other organisational language that may not be understood by others.

ü Keeping the receivers in mind, use simple and short sentences.

ü  Pay attention to your pronunciations and accents.

ü Avoid using of puns as they may create misunderstandings.

ü Business language is often contextual and therefore culture specific. Avoid using idioms in the communication.

ü Think well before sending the messages.

ü Organise ideas well in order.

ü Ask for feedback so that you can clarify to improve your message if necessary.

ü Follow phone calls with emails that sum up what has been said.

3)      Ways to overcome Socio-Cultural Barriers:

ü Employees should identify and admit the existence of differences between cultures, values, beliefs, perceptions, interpretations, etc.

ü Employees should be given a basic cross-culture training which will make them aware of the cross culture in the work place.

ü Avoid drawing conclusions about an entire cultural group based only on few examples or on the basis of your own culture or on the basis of your understanding of their nation of origin for even one nation may have several distinct cultures.

ü While communicating with an individual or a group, use a language they are familiar with, even if you possess only working knowledge of the language.

4)      Ways to overcome Psychological Barriers:

ü Have an open mind. Listen to different points of view. Do not allow bias and prejudice to creep in.

ü Be aware of your own state of mind, emotions and attitude.

ü Don’t pre-judge. Listen first, evaluate later.

ü Send and receive messages rationally and analytically keeping personal emotions, prejudices at bay.

ü Don’t be selective in your communication.

ü Avoid making demand on a receiver who doesn’t have the time to pay careful attention to your message.

ü Make written messages visually appealing and easy to understand, and try to deliver them when your receiver has time to read them.

üStop acting as a know-all.

PROBLEMS IN COMMUNICATION OR BARRIERS TO COMMUNICATION

1)Physical Barrier: One of the major barriers to communication is the physical barrier. Physical barriers exist in the area surrounding the sender and the receiver.

There are three major types of physical barrier:

1)   Noise- Noise is a physical barrier to effective communication. Noise may have its origin from an external source or may exist even in the communication circle. It may be in the form of a sender, message, receiver, etc. The sender could be sending or transmitting the message in a noisy environment. The receiver could have got the message in the noisy environment. The message or the transmission/medium could be faulty like unmaintained phones, no network, radio, TV disturbances, loud speakers, no electricity, traffic noise, noise of the factory machines, etc.

2)   Time- Time plays an important role in a communication process. When differences in time due to change of time zones are not considered, barriers result. Time barriers also occur when adequate time is not available for communication.

3)  Distance- Distance sometimes acts as a barrier. Business communication today takes place across several places both in the country and abroad, this makes face to face communication difficult. Two people working in two different shifts or at two different locations can experience a gap in communication. The vertical communication is a long line communication. It often leads to distortion of messages and organisational distance between members.

2)Semantic/ Language Barrier: Language is the best medium of communication. When we communicate our main aim is to understand and be understood. Language helps us to convey meaning. But it is ambiguous by nature. Our use of language depends on our background, culture, experience, attitude and location. So, due to these variations, language becomes problem in proper understanding the communication.

Following things are responsible as language barriers:

1.  Absence of a Common Language- A very basic problem in communication is the absence of a common language. This problem occurs when two people do not share a common language at all. In the multi-state, multi-nation business world, this becomes a major barrier.

2.   Faulty Translation- Translation is a very difficult process. If the translator is not equally competent in both the Source and Target languages, then the quality of the translated message is poor.

3.   Use of Jargon- Jargon refers to specialised or technical language which is limited to a group of people working together. The jargon has a special meaning for the group but may have some other meaning to others. The use of jargon may confuse the receiver of the message as he is not familiar with such jargon. Therefore, use of jargon may be the barrier in proper communication.

4.  Register- Register is a variety of a language used for a particular purpose or in a particular social setting. Ex- If you want to greet your friend you can say, “Hi, how are you?” or simply “What’s up”. But in formal situation “Good morning sir, how are you?” is appropriate. If unable to know this difference problem occurs.

5.    Multiplicity of Meaning- The multiplicity of meaning may lead to miscommunication. It is possible that the receiver of the message may not attach the same meaning as intended by the sender. Ex- ‘Police killed a man with axe’- does it mean that the police used axe to kill a man or that the police killed a man who was having an axe?

6.   Features of Language- Language features such as stress, intonation and speed of speaking are culture specific to a large extent. Hence, across the world, different regional speakers use the language in their own way. Sometimes, sentences can convey entirely different meanings depending on how they are spoken. Ex- ‘What can I do for you?’ can give different meaning with every shift of emphasis from one word to another.

3)Socio-Cultural Barrier: Every major business house is connected internationally by this or that means. This makes it essential for a business man to know how to communicate at an international level. He must be able to appreciate and acknowledge the socio-cultural diversity in the business sector. We can see how socio-cultural differences cause barrier in effective communication as below-

1.    Differing Views of Time- One of the most important and troublesome difference that arises in this socio-cultural barrier is the concept of time. The oriental feel that time is circular, it will keep coming in, whereas the western concept of time is that it is linear. Time once lost is lost forever. For some culture, ‘time is money’ while for others ‘time is subordinate to relationships’. In India, arriving late for a session or an appointment is a normal thing. Western countries can take this as an offense.

2.    Differing Views of Space- The concept of space between two people varies from culture to culture. Most Americans feel uncomfortable if a stranger comes closer than 18 inches. Yet, in other cultures people who do not stand close to one another may appear to be cold. To have space between the speaker and the audience in some culture means giving respect to the speaker and keeping his position high, whereas in other culture, it could be that the speaker stands very close to the audience so as to be recognised as a part of the group.

In office space too, some organisations maintain hierarchies between people through partitions. Others maintain large open offices.

3.   Dress and Behaviour- Codes of conduct and dress vary from one culture to another. In America people wear tailored suits to work, whereas in tropical lands, the norm is long sleeved shirt and tie. In western countries, women wear suits as formal dress whereas in India saris are considered formal wear. Behaviour is again very much dependent on the social and cultural milieu. In Italy, people hug each other in greeting, but in Germany, they shake hands and in India a Namaste is well in order

4.    Decision Making- Decision making also varies from culture to culture. In America decision is taken quickly. In Japan, decision time is held beck because, as group consensus moves towards a decision, much time is spent in reaching an answer.

5. Beliefs and Values- Cultures vary in their views of good, bad, right, wrong, desirable, and undesirable. Some cultures place a lot of value on material wealth, whereas others not.

6.  Ethnocentrism- Ethnocentrism means thinking about our own culture, our group behaviour as the standard against all other groups. Multicultural team members face a lot of issues as a result of ethnocentrism.

4)Psychological Barrier: No two individuals are alike. Each of us has a unique personality which is shaped by our backgrounds, upbringing and past experiences. We look at the world, at people, events and situations from our own point of view, our frame of reference or value system. This system of values and standards define our actions, thought processes and interpersonal relationships. It is also responsible for making us perceive reality in different ways. As human being we are victims of bias and prejudice, suffer from anger, fear, joy and sorrow. Our emotions and attitudes affect the sending and receiving of messages creating psychological barriers.

1.    Different Perceptions- People have different perceptions which act as a barrier in communication. Perception is a way of looking at reality. It is a person specific. Ex- if half filled glass of water is on table – an optimist will say it is half filled, but a pessimist will say it is half empty.

2.   Closed Mind- A close-minded person has a narrow vision. Such person rejects any other point of view. His mind is always made up and no new facts or alternatives will be entertained. As a result, such a person ends up with inadequate, incomplete and usually incomplete information.

3.     Self Image- Self image is the image we have of ourselves. All of us have a positive image. Hence, we find it difficult to accept our faults. In business organisation, self image often becomes a source of barriers. An employee who believes that he is efficient and skilful, is highly motivated to do his work. If he is questioned by others, it takes it as criticism.

4.    Slanting- Bias and prejudice often colour our judgement and influence our perception and subsequent communication. We do not always present all the facts but allow our preferences to pick and choose. Thus our messages are slanted with intentional bias.

5.    Filtering- Filtering is another of form of slanting. Filtering is the process of reducing the details or aspects of the message. It takes place mostly in upward communication. If a junior wants to enhance his image and chances of promotion, he will pass on his message to the boss via supervisor. Supervisor will not pass the same but alter the message as favourable to the boss. Filtering also automatically takes place when messages have to travel long distances upward in the organisational hierarchy. Due to filtering, the receiver does not get proper information.

6. Wrong Assumption/Evaluation- Sometimes, people evaluate one another without properly understanding. For instance, a person may make an assumption of another to be lazy because he does not shave regularly. This may not be right assumption.

7.      Resistance to Change- This is a serious psychological barrier. Some people strongly resist new ideas which are against their established opinions or traditions or social customs. They may avoid new ideas because they feel insecure or afraid of change in methods or situations. People bound by traditions have their own emotions, attitudes, standards and convictions and do not accept anything that goes against their cherished ideas.

8.     Emotions- Intense mental feelings of fear, anger, joy, sorrow affect an individual’s behaviour towards others. If afraid, the sender sends an edited message to others. An angry sender may say/ do things that he may regret later. An angry receiver may not listen as carefully he would otherwise. Fearful receivers do not understand messages fully. These things causes psychological problems.  

BUSINESS ETIQUETTE

Etiquettes are expected behaviours and expectations for individual actions within society, group, or class. Business etiquettes involve treating co-workers and employer with respect and courtesy in a way that creates a pleasant work environment for everyone.

Office Etiquette:  Office etiquette means the manner in which one conducts oneself within the office environment among people. It helps smooth the wheel of daily interaction within the office. Some of office etiquettes are as follow:

1.      Reach office on time. If there is a delay, inform the concerned person.

2.      Dress code may not be compulsory in office. In such case, wear appropriate dress and foot wear.

3.      Keep your phone on silent mode.

4.      Be neat, clean and as conservative as the business requires you to be. Do not expose yourself under the name of fashion.

5.      Speak clearly and audible enough. Do not shout. Do not use slangs and abusive words or language.

6.      Listen to people when they speak to you. Give them your full attention. Do not interrupt the speaker though you are not agree with him. After he is done speaking, express your opinion.

7.      Avoid gossiping and criticising others. Never pass personal remarks about anyone. It shows your personality poorly.

8.      Be polite with your juniors. Be respectful towards your elders even if they are junior to you.

9.      Knock before entering other’s cabin.

10.  Acknowledge people and their work. Show appreciation with words or appropriate gestures.

11.  Be part of office gatherings. These are informal situations where you can interact with your colleagues and get to know them better.

12.  Above all, never forget the use of four magic words of good manners- ‘Please’, ‘Thank you’, ‘Sorry’ and ‘Excuse me’. Use these words sincerely; never overuse them that the sincerity behind the words is lost.

Internet Etiquette/ Netiquette: Internet etiquette is also known as ‘Netiquette’.

1.      Be kind and courteous. Never fire or shout in a public forum. Show respect for the opinions of others, even if you don’t agree.

2.      Never say anything negative about your company, your former company, your boss, or your co-workers.

3.      If you are unsure of anything you’ve typed, hold it in draft mode and read it later before releasing the email or post.

4.      Most people use the internet to save time, so honour that and keep all messages as brief as possible. If you have more to say, try breaking it up into smaller topics. This will force you to be more organized and enable the reader to digest the information in a more orderly manner.

5.      Avoid using all caps in any email or post.

6.       Protect personal information. Since anything you post on the internet is out there for all to see, avoid adding anything personal.

7.      Obey Copyright Laws. Never copy someone else’s work and post it as your own. It is against copyright law because it is considered stealing.

Business Card Etiquette: Business cards are exchanged at first meetings, casual, formal and at social and business gatherings. Business cards are very important for the success of the business. So, a lot of attention should be paid to the etiquette of exchanging cards.

1.      Design a smart business card.

2.      Always carry enough business cards with you.

3.      Keep your cards in a business card case to protect them from wear and tear. A crumpled one makes a poor impression.

4.      Keep your business cards up to date.

5.      Give your business card only to someone who asks for it.

6.      If you would like someone to have your card, ask for his card. He is sure to reciprocate.

7.      Give your business card with your right hand, facing the receiver so that he can read it without turning it around.

8.      Receive the card with right hand, hold the card by its edges, and thank the person.

9.      When you receive a card observe the logo, the business name and comment on it.

10.  Do not write anything on the card during the exchange.

Handshake Etiquette: Handshake is a formal greeting that goes along with our words. Some handshake etiquettes to be followed are:

1.      Shake hands when meeting someone, renewing an acquaintance and when you say goodbye.

2.      Offer your hand with fingers towards the floor; don’t hold just the fingers or try to crush the other person’s hand with an iron grip.

3.      To shake hands properly, keep your thumb up and touch webs (the space between your thumb and first finger) before wrapping the fingers around the other person’s hand.

4.      While handshake look the other person in the eyes and lean forward ever so slightly.

5.      Greet the person before and during the handshake.

6.      Shake hands in an up-and-down motion.

7.       Handshake should be brief and formal. It should extend two to four seconds.

8.      The person in a higher position of authority or age should initiate the handshake.

Telephone Etiquette: As the telephone is still widely used for organisational communication, the receiver or the listener forms an image of the speaker and the organisation while communicating. The personnel in an organisation may receive calls directly, get calls transferred to them through the telephone operator or other departments. The calls could be about providing information, making requests, inquiries, fixing appointments and so on. The receiver of the call should be able to guide the caller to the right person or department. Here are some guidelines for making a positive impact by telephone.

   Answering a Call-   

         1.         Answer the call promptly on the first or second ring.

         2.         Greet properly and provide basic information. Ex- On receiving a call, ‘Good morning- This is Komal Patil of Tata Electronics- How can I help you?’ The tone should show that you are eager to help.

         3.         If you have to leave the telephone to get some information, ask if the caller would like to hold on or would like you to call back.

         4.         If you have to put the caller on hold, ask permission and wait to hear the answer before doing it. Thank the caller for holding.

         5.          Listen carefully. Use words like ‘Yes’, ‘I see’, etc. to show that you are listening.

         6.         If the call is for another person, transfer it and make sure the caller reaches his destination (person) quickly.

         7.         If you have to take a message, get all the relevant details from the caller.

         8.         End the call politely with thank you.

    Making a Call-

         1.         Before making a call, prepare with all questions and comments. Collect all required information, files, papers that may be needed. Have paper and pen at hand.

         2.          Greet as soon as the call is answered. Return the greeting and identify yourself, and ask for the person to whom you want to speak. Ex- ‘Good morning, I am Mukesh Patil from Pragati College; could I speak to Pravin Patil of English Department?’

         3.         Use simple language, familiar words and short sentences. Speak in your normal voice, neither too loud nor too soft.

         4.         Never put anyone on speakerphone without taking permission.

         5.         End the call politely and thank the receiver for giving you time or information or help. Wish the receiver for good day.

         6.         As the caller put down the receiver first.

E-mail Etiquette:  All offices today use computer and e-mail is a commonly used method of communication. For effective and successful of e-mail, one should take care of following etiquettes.

         1.          Use professional e-mail address.

         2.          Write a specific subject line. Make it short and to the point.

         3.         Begin your e-mail with proper salutation.

         4.         Write clear, short paragraphs. Be clear and to the point.

         5.         Avoid using capital letters unnecessary.

         6.         Keep to plain text and readable font.

         7.         Use only the common abbreviations.

         8.         End e-mail with your name and other details.

         9.         Always revise and check the message before sending.

       10.       Send copies only when essential.

       11.       If you have to forward a mail, delete the needless information.