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Unit 1 - LO2 - Barriers to Effective Communication

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Adam Fenton

on 29 November 2012

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Transcript of Unit 1 - LO2 - Barriers to Effective Communication

By Adam Fenton Effective Communication BARRIERS TO EFFECTIVE COMMUNICATION Effective Communication How to overcome Barriers to Effective Communication Noise Language Distractions Lack of concentration Body language It is important to show that you are interested and listening to what the person is telling or asking you by keeping eye contact and maybe even the occasional nod, just to make the interviewer is aware that you are listening. If you are having a stretch, looking around, then the interviewer will see that you clearly cannot be bothered. Noise can be a big distraction as it may get to a point where neither the interviewer nor the interviewee can hear each other properly or respond properly to the questions asked or responses given. Also if there is a loud noise this may distract you and you may lose your trail of thought which will take time to recover; you will also look away for a second breaking the eye contact between you and the interviewer. People may think that it is ok to walk into an interview with one headphone and say that it is keeping them relaxed, when it will act more as a barrier as it looks bad and you may have to ask the interviewer to repeat several times. Language is also a barrier to communication, this can be as simple a thing as you and another person not speaking the same language and the use of jargon, this is when people, especially in technical industries such as IT where sales people for instance get an older couple who just wanted a laptop and the salesperson was going on about processors, memory and graphics cards the older couple would not know what they were talking about, this could make them frustrated with you or themselves for not understanding and the salesperson could end up belittling the older couple and this may lead to a loss of a sale. Distractions can be anything, all the things that I have already mentioned are distractions, noise and even language because if you are using technical jargon that no one understands your audience will rapidly loose interest and soon not be paying attention to you anymore. Lack of concentration can be caused by many things from the language barriers such as use of jargon may lose the interest of your audience as what you are saying is just boring to them and your audience may become more easily distracted by what is going on around them. As a presenter you will want to keep your audience interested, whether you are a teacher trying to give your students instructions or a laptop salesperson trying to inform the buyer of useful features so the user is aware of them, but you will need to do this in a way that is appropriate to your audience. Body language This shows politeness as correct body language would be sitting up straight giving people eye contact, people might say this is not that big a deal because their argument may be that as long as you are listening to what is being said it does not matter how you sit or where you look but the person you are speaking with doesn’t know that you have any interest in them what so ever and its just re-enforcing that you are there and determined to do your best and make a good impression, plus if you have stated that you are polite then the employer will wonder if you have lied about anything else. Language This shows that you know how speak in specific situations, you would not speak to an employer like you would your mates, some people may think that this is not a problem as you may want to get on well with your boss and work to be a laugh but that will come in time not with someone who is a potential employer who you have just met; this would be inappropriate. Distractions As seen in my mock interview at several points I was distracted by what other members of the class were saying and doing although I did not have to ask the interviewer to repeat the question this meant that I lost eye contact with the interviewer and this had a knock on effect as the interviewer had realised that I was not looking and thus delayed my response time by a second. In most cases however you would not be in this situation because you would have been organised and booked a room where it is beyond your control if anyone interrupts you. Language Use language that you both understand and will both be able to follow easily, as shown in my video I believe that I stated some technical terms as well as using language that we both understood, so as not to belittle any persons because they cannot understand the jargon that is being used, then you may not get the job as if the interviewer cannot understand what you are saying then how will any potential customers or clients. Use language that everyone will understand but also show that you have an understanding of the subject so use some technical terms. However in realistic terms in if you go for an interview then you should both be able to speak English. It’s when you have clients form abroad that you may need to get in an interpreter so you are able to communicate effectively. Concentration It is important not to be distracted and try to focus on your interviewer and what is being said to you so you reply in the correct way. Also if you are distracted this could appear rude as the interviewer expects you to pay attention to him as he is to you Concentration In my interview I was distracted several times, this was because there were distractions in the class, in a real interview there are unlikely to be these distractions, however you should try to stay focused. If you are easily distracted this should try and improve on this before the interview as you should not be being distracted by what’s going on, on the other side of the window you could do this by trying to position yourself in the best away from any other distractions and where your main point of interest is the interviewer. Interpersonal skills Lip Reading Lip reading is an important skill even if you are not hearing impaired, this is a technique that can also be used to prevent barriers to effective communication, for example if you are in a crowded room and you are attempting to greet someone on arrival there may be a lot of noise in the room so in order to understand each other you may need to look at each other’s lips to try and make out what the other is saying, this will also give face to face contact and stop you from being distracted from whatever else is going on in the room. Signing Signing is something mainly for the hearing impaired; it’s a personal touch you could give to a deaf client to show that your company is prepared to go the extra mile to show that they care about their clients. Companies could either learn it themselves or bring in an expert in the field so that everybody can understand what is going on. You could even use this if you were meeting with a foreign company as there is an international sign language, so that everybody in the meeting can understand what is being said. However you would probably use translators but it's another option to show that you are prepared to be able to communicate with your clients properly. Personal Touches Personal touches are things you can do to make a visitor feel special, for instance if you were a company like Sega and you worked in the London office and you had a visit from the Japanese owners to discuss how things are going, it may be an idea to bring in a Japanese interpreter and see if there are any specific customs they have for how they greet each other, to how they run their meetings to make them feel as though you have made the effort to cater for them and maybe even learn a bit of basic Japanese, for example: "Hello, how are you?" Just so they feel as though they have been treated with respect. Questioning Techniques Closed Questions Closed questions are basic questions which mainly have a "yes" or "no" answer, closed questions can lead on to a probing question depending on the answer given, for example in an interview you may be asked if you have a criminal record, if the answer is no then you move on, if it is yes however then you will be asked what it was for. Closed questions are good for getting you information about a candidate quickly and if needed you can develop them into probing questions. Probing Questions Probing questions get you more information on a topic; they are often developed from closed questions. Open Questions Open questions are questions that maybe require a longer more developed answer, these are used to gain more information about a candidate or even technical knowledge that the candidate may or should have, such as "Can you tell me about c++?" or "What previous experience have you had in this field?" this gives the candidate the opportunity not only to answer the question but also to develop on it and show off either their knowledge or whether they have worked at another big and respected firm in the same industry. Response Times Response times are important as you need to be able to judge what you think is an appropriate response time, too long and you may end up going off the point you originally wanted to make and may be boring the interviewer, too short and you may not have given an answer in enough detail in the answer. Ques in Verbal exchange Intonation Summarising Paraphrasing This is the varying of pitch during sentences such as when you ask a question and your pitch rises at the end to put emphasis on what you are trying to put across. This is mainly used during telephone interviews. Summarising is when you take a point and condense it into a smaller passage. You do this by taking the main point of a passage and leaving out the less relevant points of a passage and just using the important ones. You may use this for instance if you are trying to revise and you may want to write a passage, however not all of it is relevant so you may need to cut parts out. This is when you take what someone said and put it into your own words, you may use this when you are trying to quote what a famous person had said to try and back up a point you are making. Nosie Noise is a barrier that can be overcome in many different ways, but it all depends on what situation you are trying to avoid, for instance if you have an important telephone call to make or take then you could ensure that you have booked a room so you are not disturbed and especially if you work in an office with other people then you would also be removing yourself from the general chatter of an office. If you had a meeting then you would ensure that you had booked a proper meeting room, which may have a slider on their door saying meeting in progress or if it’s free so people know not to disturb. Or perhaps you have a series of interviews to conduct then you must ensure gain that you have booked room so that people know not to disturb. As you can see barriers for noise can be reduced, however it normally means removing yourself from the situation. Language Language is a barrier that can be overcome in a variety of ways again it depends on your individual needs are, for instance if you have a large meeting with many people who are unable to speak English, unless you are able to speak their language, you may have to consider bringing in headsets and interpreters, or if you have a smaller group maybe of one or two then one interpreter should be enough, however if you both speak another language that is not your first you could use that to communicate.
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