Communication barriers and ways to overcome them. Description of communication barriers and possible ways to overcome them. What are communication barriers
Everyone hears only what they understand. (Johann Wolfgang Goethe)
Concepts and types of communication barriers
Communication barriers- obstacles caused by natural, social and psychological factors that arise in the process of communication. In the modern world, in the conditions of human interaction, difficulties or communication barriers arise in various fields of activity.
IN explanatory dictionary Russian language S.I. Ozhegov says: “A barrier is an obstacle placed in the way; obstruction, obstruction in the way of something.
The Psychological Dictionary gives the following interpretation of the term “barrier”: “a mental state that manifests itself as inadequate passivity (or activity) that prevents the performance of certain actions”; "any obstacle preventing an organism from reaching its goal."
E. V. Zalyubovskaya gives the following definition: “A communicative barrier is an absolute or relative obstacle to effective communication, subjectively experienced or actually present in situations of communication, the causes of which are motivational-operational, individual-psychological, socio-psychological characteristics of the communicators.
There are many more definitions of the concepts of "barrier" and "communicative barrier" by different authors. In addition to different definitions of the concept, different authors also distinguish different types of communication barriers.
Classification of communication barriers
Barriers of misunderstanding
Barriers of misunderstanding are associated with ineffective verbal communication (difficulties in transmitting and understanding information). These include:
1. Semantic barriers- communication interference arising from a misunderstanding of the meaning of the symbols used in communications.
Entering into informational contact, we use symbols: words, gestures, intonation.
Semantics is the study of the way words are used and the meaning conveyed by words.
Semantic variations are often the cause of misunderstanding, because in many cases it is not at all obvious the exact meaning attributed to the symbol by the interlocutor.
A manager telling a subordinate that his report appears to be “adequate” may mean that it is complete and on purpose. However, the subordinate may decode the word "adequate" in the sense that the report is mediocre and in need of significant improvement.
Semantic barriers arise when using ambiguous words or phrases if the speaker does not explain their meaning.
Semantic barriers can create communication problems for companies operating in the international market. Particularly strong in different peoples the perception (meaning) of gestures and intonation differ, but even words may not be translated unambiguously.
2. Non-verbal barriers- are associated with the contradiction of the meaning inherent in the spoken words and non-verbal signals that accompany the communication process.
Although verbal symbols (words) are the main means of encoding ideas, we also use non-verbal symbols to convey messages. In direct oral communication, non-verbal communication occurs simultaneously with verbal communication and can enhance or change the meaning of words. The exchange of glances, facial expressions, posture, intonation are all examples of non-verbal communication.
Psychologists say that verbal means of communication are based on our consciousness, and non-verbal ones, for the most part, are controlled by the subconscious. That is why verbal and non-verbal symbols often contradict each other (in psychology, there is such a concept “they are incongruent”, that is, they do not correspond to each other).
3. Phonetic barriers- obstacles created by the characteristics of the speaker's speech (the presence of speech defects, slurred speech, patter speech, etc.).
5. Logical barriers- communication interference arising from the mismatch of logical actions and conclusions of communication partners. Each person sees the communicative situation in his own way, from his own point of view. In addition, the same words in different situations can have a completely different meaning.
6. Communication overload associated with the difficulty or inability to process and organize a large amount of information.
Currently, there are more and more professions where a person is forced to process a very large amount of incoming information. Often such people are not able to effectively respond to all the information, and are forced to weed out the less significant and leave only the one they consider important. Unfortunately, the understanding of the importance of information for different people is different and not always true.
Personal barriers
Personal barriers are associated with the psychological incompatibility of the interlocutors and with their negative attitudes, which interfere with communication. Personal barriers include:
1. individual differences in character, temperament, emotional states. They can become a significant obstacle to the effective exchange of information. For example, it is difficult for a melancholic person with increased anxiety to communicate with an impulsive and aggressive choleric person. It is difficult for a person with a petty and quarrelsome character to find common ground in a conversation with an altruist.
2. Ideological barriers- barriers that are formed when partners have different stereotypes, worldviews, value orientations; inconsistencies in social attitudes.
The upbringing of a personality largely comes down to the gradual formation of readiness to respond to something properly, in other words, to the formation of attitudes that are useful for a person and for society. Already in early childhood, parents consciously or unconsciously form patterns of behavior, attitudes: “Don’t cry - you are a man”, “Don’t get dirty - you are a girl”, etc., so the child receives standards, attitudes of “good - evil, beautiful - ugly, good - bad. And by the age when a person begins to realize himself, in his psyche there are already a lot of entrenched feelings, opinions, views, attitudes that affect both the assimilation of new information and the attitude to the environment. These often unconscious attitudes act with great force on a person, forcing him to perceive and respond to the world in the spirit of attitudes learned from childhood.
3. Negative past communication experience with this interlocutor can cause fear of entering into communication, unwillingness to experience negative emotions in the process of communication.
The essence of this barrier is reflected in the proverb: "Burned with milk, you blow on the water."
4. The barriers to bias are that a person, for no apparent weighty reasons, begins to have a negative attitude towards this or that person, which significantly complicates communication. This is usually associated with a negative perception of the external appearance or demeanor of the interlocutor.
5. Barriers of negative attitude. Often these barriers are created by other people. You have been given negative information about someone, and a negative attitude develops towards a person about whom you know little, because there is no experience of personal interaction with him.
The formation of a negative attitude is strongly influenced by such biased fixed views (“all people are egoists, all teachers are formalists, all sales workers are dishonest people”), while these attitudes will interfere with an objective understanding of the actions of specific people.
In a conversation, a negative attitude can be directed to:
1) the personality of the interlocutor himself (if someone else said the same thing, it would be perceived quite differently);
2) the essence of the conversation (“I can’t believe it”, “it’s unacceptable to say that”);
3) on the circumstances of the conversation (“now is not the time and place for such discussions”).
If there is a barrier of a negative attitude, a person, entering into communication, demonstrates closeness, alertness, waits for negative manifestations from the partner, looks for a negative veiled meaning in each phrase of the interlocutor.
6. Barriers of expectation of misunderstanding: a person before communication worries whether the partner will understand him correctly. And here they often proceed from the fact that the partner must necessarily misunderstand. At the same time, they begin to predict the consequences of this misunderstanding, to anticipate unpleasant sensations.
7. Barriers of age occur between people of different generations. Older people condemn the young, oppose innovations in organizations. Young people get annoyed, feel that they are underestimated, limited in their independence, prevented from career growth. This is a manifestation of the age-old problem of "fathers and sons."
8. Barriers of not understanding the importance of communication arise when the interlocutors differently assess the degree of significance of the contact. For example, one strives for an effective conversation, the other tries to evade the conversation, not to give answers to questions. For the first, this causes tension, distrust, and resentment.
Cultural barriers
Cultural barriers- these are communicative interferences arising from cultural differences between the sender and the recipient, ignorance of national customs, traditions, norms and etiquette of communication, the system of life values. Cultural differences manifest themselves in both verbal and non-verbal communication. These include:
1. National barriers arise between representatives of two different cultures and are manifested, for example, in punctuality, in establishing a distance between those who communicate, in a manner of holding, using various gestures, tone, volume of voice, accepted as the norm in different countries.
2. Religious barriers are a manifestation of religious hostility in business communication, bias towards people of a different religion, the interpretation of certain human actions on the basis of religious differences.
3. Ethical barriers are the result of a discrepancy between the ethical values and norms of the interlocutors. For example, one partner follows the norms of morality, morality, decency, honesty in communication, while the other shows "uncleanliness", lies, manipulates.
4. Aesthetic barriers - manifested in a mismatch of tastes, manners, views of the interlocutors on the aesthetic component.
They don’t argue about tastes: because of tastes they scold, quarrel and swear (Gilbert Chesterton).
Organizational barriers
Organizational barriers- communication interference due to the characteristics of any organization: the number of links and levels of management, the type of relationships between them, the distribution of rights, duties and responsibilities in the management system. Organizational communication barriers include:
1. Excessive centralization in the management system, which leads to information overload of the center and poor awareness of structural divisions.
2. Excessive differentiation of departments, as a result of which employees become isolated in solving the problems of their own department and the exchange of information between them is sharply limited. This is fraught with narrowness of views and imperfection of decisions made. Often, excessive differentiation is the cause of conflicts between employees of various structural units, because they do not see a common goal and cannot establish effective interaction.
3. Uncertainty of duties and rights, which leads to a situation where no one in the organization is responsible for anything, and communications become either too formal or conflicting.
4. Reluctance to share information. The possession of information is one of the sources of power. Those who have exclusive information get the opportunity to use it to influence other people. Often such owners do not want to share it, they keep it in order to use it at the right time. Those who have complete information can transmit only a small part of it, the use of which does not make it possible to make an optimal decision.
Social Barriers
Social Barriers- these are communicative interferences arising from the mismatch of social values, attitudes, the confrontation of social roles:
1. Cognitive barriers arise due to the difference in knowledge about the subject of communication, different levels of professional competence; barriers caused by the underdevelopment of abstract thinking, memory, perception skills.
2. Differences in status can also be a barrier to communications. A person of a lower level of the hierarchy may perceive differences in status as a threat, which interferes with communication and even interrupts it (a person is afraid to express his opinion, ask a question, not wanting to look incompetent).
3. Professional barriers may arise between representatives of various professions who are negatively disposed or speak poorly of the interlocutor's professional qualities. In some cases, these barriers manifest themselves as emphasizing the importance of one's profession and underestimating the importance of other professions for solving certain production problems.
4. Barriers of education are barriers of information discrepancy between the positions of the subjects of communication, arising from the difference in the social experience of partners, due to the difference in levels of education.
Physical barriers
Physical barriers- objective interference arising in the material environment of communications:
1. Spatial barriers arise in the case of an inconvenient arrangement of furniture and office equipment in rooms that interfere with effective communication; irrational distance between people during communications; the presence of many distracting details in the interior (bright paintings, photographs, decor elements).
2. Time barriers are due to the lack of time allotted for communication. The desire to quickly end the conversation leads to inattentive listening, feedback curtailment, the impossibility of empathy and deep understanding of information. Time barriers can also include problems that arise during negotiations between partners living in different time zones (especially if the difference is large). In this case, even if the communication time is not limited, the body of one of the partners often struggles with sleep, which also does not contribute to focusing on the subject of the conversation.
3. Technical barriers are caused by temporary communication difficulties associated with a malfunction of technical means (computer, telephone, microphone, interference during a conference call); as well as distracting noise that temporarily drowns out the speaker's voice.
The variety of communication barriers indicates that almost every person in certain situations of a business conversation experiences serious difficulties. There are no universal recipes for overcoming communication barriers. However, some advice on how to overcome them is presented in the literature.
Communication barrier is a psychological barrier to effective communication.
In the process of business communication, at least three communication barriers may arise: the barrier of authority; avoidance barrier; barriers of misunderstanding.
The first two provide protection from the source of information, the third protects from the message itself.
1. Social status this person or his belonging to a social group associated with authority.
2. Attractive appearance.
3. Friendly attitude to the recipient of the impact.
4. Competence.
5. Sincerity.
By consciously managing the influence of these factors on the communication process, it is possible to increase the effectiveness of this process.
avoidance barrier.
For various reasons, the interlocutor may seek to avoid conversation, avoid meetings, contacts.
Another avoidance option: during a conversation, the interlocutor does not listen, is inattentive, tends to engage in extraneous matters, pretending to combine work and communication.
To overcome this barrier, it is necessary to be able to control the attention of the interlocutor. Such management includes: attracting the attention of the interlocutor; fixing and holding the attention of the interlocutor.
For drawing attention interlocutor or target group, the following techniques are used.
1. Acceptance of the "neutral phrase": attract attention with a phrase or question that has little to do with the topic of the conversation, but arouses the keen interest of the interlocutor.
2. Reception "attraction": say a few phrases so that they are difficult to perceive (quietly, not very intelligibly, monotonously).
3. Reception of "eye contact": fix the eyes of the listener with your gaze, using the appropriate non-verbal means of communication.
Keeping attention the following methods are helpful.
1. Acceptance of "isolation": make sure that random external interference cannot interfere with the course of the conversation.
2. Reception "imposing a rhythm": changing the characteristics of voice and speech, in order to control the dynamics of the attention of the interlocutor.
3. Reception "accent": highlighting and emphasizing the most important aspects of the message.
barrier of misunderstanding.
It has four varieties: phonetic; semantic; stylistic; logical.
Phonetic barrier of misunderstanding occurs if:
the conversation uses a language unfamiliar to the interlocutor;
use a lot of foreign words or special terminology;
speak quickly, indistinctly or with an accent.
Overcoming the phonetic barrier:
Ø speak clearly, clearly, legibly, loudly enough;
Ø take into account the audience, the individual characteristics of the interlocutor;
Ø Systematically provide feedback.
Semantic barrier of misunderstanding occurs for the following reasons:
many words have not one, but several meanings;
semantic fields associated with the same words differ from person to person;
slang words, professional slang, jargons characteristic of individual social groups;
People, using familiar words in speech, believe that the interlocutor understands these words in the same way.
Overcoming the semantic barrier:
Ø speak as simply as possible;
Ø agree in advance on the same understanding of key words, concepts, terms;
Ø expand linguistic erudition, the ability to feel, intuitively understand the speech of the interlocutor.
Stylistic barrier of misunderstanding arises as a result of a discrepancy between the form and content of the message.
To overcome the stylistic barrier, it is necessary to structure the information correctly:
Ø choose the right style of presentation;
Ø use the “frame rule”: the frame in communication is created by the beginning and end of the conversation;
Ø use the "chain rule": chains in a conversation can be built simple enumeration, ranking information or logically link the information provided.
The logical barrier of misunderstanding arises due to differences in the logic of reasoning among the interlocutors. Each person is inclined to assume that logic is a universal phenomenon, that logic is the same for everyone. In fact, there are at least several types of logic:
w male - implies a strict logical connection of the presentation;
w female - the ability to convincingly justify why it is logical what the soul lies most of all;
w children's - an intuitively interconnected chaos of thoughts and impressions;
w age - the logic of ego defenses, not noticed by the speaker.
Overcoming the logical barrier:
w you need to take into account the logic and life position of the interlocutor;
w it is necessary to take into account the individual and social role characteristics of the interlocutor;
w, you need to correctly build your argumentation (argumentation can be increasing and decreasing, one-sided and two-sided).
35. Algorithm for addressing a leader and an algorithm for setting a task for a subordinate: a practical analysis.
Introduction……………………………………………………………………………….2
Chapter 1. Theoretical substantiation of the problem of the emergence of communication barriers in business communication
1.1 Main characteristics of business communication ……………………………….. 3
1.2 Specifics of business communication …………………………………………………4
1.3 Structure of business communication …………………………………………………..7
1.4 Types of communication barriers in business communication ……………………… 9
Chapter 2. Ways to overcome communication barriers in business communication
2.1 Interpersonal conflict as a result of communication barriers and ways to overcome it ……………………………………………………………….11
2.2 Overview and characterization of methods
overcoming barriers in business communication …………………………………….15
2.3 Skills and abilities necessary for successful business communication ………17
Conclusion …………………………………………………………………………..24
Literature ………………………………………………………………………...25
Introduction
The concept of communication has a lot of definitions, each science defines communication in its own way in the context of its postulates. In a broader sense, communication is the exchange of information between people. Without the exchange of information, they cannot interact, work together, formulate tasks and solve them. That is, one of the definitions of communication is communication.
This work examines communication barriers in the context of business communication. Narrowing the research field is necessary to make it more complete, since a sufficiently small amount of work will not allow to fully present the object of research (communicative barriers).
The relevance of this work is explained by the very nature of the subject under consideration. Communication barriers are not only a once solved problem, they always arise. Therefore, in order to successfully conduct business and function as a subject of production, one must master all the methods to overcome them.
The object of the research is communication barriers, and the subject is ways to overcome them.
The purpose of this work is to identify communication barriers in business communication and describe ways to overcome them.
The work tasks include:
1. Clarify the content of the problem under study in the context of business communication.
2. Substantiate the features of communication barriers
3. Determine ways to overcome these barriers.
The structure of the work includes traditionally two chapters, as well as an introduction and a conclusion. The first one gives a theoretical justification for the causes of the emergence of communication barriers due to the nature of business communication, lists their types.
The second chapter is devoted directly to the methods of overcoming barriers and interpersonal conflict arising as a result, and also describes the skills and abilities necessary for successful business communication as a conflict prevention.
At the end is a list of used literature.
The scientific material of the work is the works of Russian and foreign researchers, as well as, to a large extent, teachers of the Department of Communication Technologies of the Institute of Journalism of the Belarusian State University.
Chapter 1. Communication barriers and features of business communication
1.1 Key Features of Business Communication
We are all constantly in situations of communication. A huge number of contacts in which a person enters daily requires him to fulfill a number of conditions and rules that allow him to communicate while maintaining personal dignity and distance in relation to other people.
In our time, there is a constant expansion of contacts at all levels, which means a greater social mobility.
Business conversation is a complex multifaceted process of developing contacts between people in the official sphere. Its participants act in official statuses and are focused on achieving the goal, specific tasks. A specific feature of this process is regulation, i.e., obedience to established restrictions, which are determined by national and cultural traditions, professional ethical principles.
General requirement It is considered a friendly and helpful attitude towards all work colleagues, partners, regardless of personal likes and dislikes.
The regulation of business interaction is also expressed in attention to speech. It is imperative to observe speech etiquette - the norms of linguistic behavior developed by society, typical ready-made "formulas" that allow you to organize etiquette situations of greetings, requests, thanks, etc. These stable constructions are selected taking into account social, age, psychological characteristics. Obviously, correct speech plays an important role in business communication.
Correct speech is a manner of speaking, consisting of the right tone, articulation, pronunciation, volume and the exact selection of words. Speech is the central element of a person's image, since it is perceived in conjunction with the manner of dressing, and in a telephone conversation it is the only channel through which one can inspire the interlocutor with an idea of himself. The voice and expressions used are another component of the image of a person as a professional.
Communication as interaction assumes that people establish contact with each other, exchange certain information in order to build joint activities, cooperation.
Service contacts should be built on a partnership basis, proceeding from mutual requests and needs, from the interests of the cause. Undoubtedly, such cooperation increases labor and creative activity, is an important factor production process, business.
1.2 Specifics of business communication
Based on this understanding of the "business" situation, one can see that it involves a fairly wide range of situations, as in professional communication, and Everyday life. Nevertheless, it turns out to be consonant with the modern understanding of business communication. Business communication usually refers to the process of verbal interaction between two or more persons, “in which there is an exchange of activities, information and experience, involving the achievement of a certain result, the solution of a specific problem or the implementation of a specific goal. This definition is quite broad, since it covers such activities as training (common goals and achieving a certain result), labor relations (colleague / colleague), interviews, public speaking, examination, consultation, etc. All of the above situations can be characterized in structural and meaningful terms by a number of business style features. Moreover, in Lately in connection with the development of information technologies and the expansion of the boundaries of the communication space, as well as the growing role of business in public life of any country, business style constantly and willingly expands the scope of its functioning.
Thus, communication as a set of speech acts can be aimed at solving a specific problem or achieving the desired result, based on the common interests and goals of the communicants. This kind of communication is the basis of business relations both in business and in everyday life, and is called business.
Business communication exists in two forms: written (business correspondence and documentation) and oral (business speech). The latter is the basis of communication in business communication (Soloviev, 2010).
However, business communication can also be interpreted in a narrower sense - as an activity that involves the achievement of certain interests and goals in the professional sphere.
Business communication is always advisable. This means that the use of language means in business speech is clearly subordinated to personal position on a specific problem and achieve a positive result in solving a specific problem.
Business communication, both in its written (business correspondence and documentation) and oral (business speech) forms, is distinguished by a high degree of conventionality, that is, strict adherence to a number of generally accepted norms and rules, as a speech plan, and then we are talking about speech etiquette, so and general behavioral (business etiquette). This leads to the presence of constant formulations that are repeated in the same situation, for example, at the opening of meetings, establishing contacts in the negotiation process, etc., which are a characteristic feature of this type of speech activity.
Business communication always arises in a certain context and turns out to be dependent on it. The specific situation, including the number of participants, the nature of the goals set, the levels of interaction with recipients, endows it with characteristic features that make it possible to single out several forms of its manifestation. These include: business conversation, business meeting, business public speaking, or presentation.
The expedient and uncomplicated use of language for the purpose of communication provides the quality of “good” speech: accuracy, purity, logicality, expressiveness, richness, relevance.
Accuracy is the correspondence between the semantic content of speech and the information that underlies it. The accuracy of speech is associated with the accuracy of word usage, with the correct use of polysemantic words, synonyms, antonyms, homonyms. The most important condition for the accuracy of speech is the observance of lexical norms.
Speech is accurate if the speaker selects those words and constructions that more accurately than others convey the shades of meaning that are essential for this particular statement.
The novelty of the work lies in the fact that theoretically we explain the origin of barriers through the theory of speech acts J. Practical significance is determined by the fact that we were able to apply the techniques and rules for overcoming communication barriers in order to improve the skills to overcome them when conducting a series of classes with children studying a foreign language and then see the result during the meeting and communication with the carrier foreign language. Richards: Communication takes place when one human consciousness acts in such a way on its environment...
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