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Transcript of COMMUNICATION
Discuss the common barriers to effective communication in the workplace and strategies to overcome these barriers.
Charlotte, Nicole and Jay
"Communication is the transfer and
understanding of meaning"
Robbins, Judge, Millett and Boyle (2014, p.270)
Role play 1 cont.
Role play 1 cont.
Better system of training. e.g. UK company Enterprise-Rent-a-Car has a 3-5 day induction program so information isn't overloaded into new employee.
The person providing the training needed to explain things more slowly and in more understandable terms.
The new employee needed to clarify/ask questions instead of saying they understood everything
The person providing the training put stress and anxiety on the new employee by overloading them, which might be why they were apprehensive in asking questions. The new employee could speak to another supervisor or staff member if she didn't feel comfortable talking to the person training her.
At Enterprise Rent-a-Car there is an anonymous feedback option on the website if the new employee didn't eel comfortable discussing her concerns face to face
Role play 1
When the inflow of information is more than you can take in and process.
Can occur through verbal, non-verbal, informal or formal channels (e.g. conferences, conversations, letters, emails, memos etc)
Lying and Silence
Lack of confidence
Strategies for overcoming barriers to effective communication:
Lying and Silence
Australian Bureau of Statistics, 2012,
Reflecting a Nation: Stories from the 2011 Census
, Canberra, viewed 10 April 2015 on <http://www.abs.gov.au/…/look…/2071.0main+features902012-2013>
Business Case Studies, 2015,
Communication strategies to engage a variety of stakeholderAn Enterprise Rent-A-Car case study
, Business Case Studies, England, viewed 22 April 2015 on <http://businesscasestudies.co.uk/…/communi…/conclusion.html…>
Eunson, B. 2007, ‘
Communication in the workplace
’, John Wiley & Sons Australia, Ltd, Australia.
P'Rayan, A. 2008, 'Fighting Communication Apprehension',
English for Specific Purposes World,
vol. 7, no. 4, pp. 1-24
Robbins, S., Judge, T., Millett, B., & Boyle, M. 2014,
, 7th edn, Pearson Australia, Frenchs Forest, Nsw
manipulation of information so that it will be seen more
favorably by the receiver.
The receiver selectively hears to suit their own needs motivation, experiences, background and other personal characteristic.
Role play 2
Role play 2 cont.
Role play 2 cont.
Emotions play an important part in communication as it effects the translating of the message
Positive mood = Positive message
Negative mood = Negative message
Anxiety experienced by an individual which causes the individual to have extreme difficulty talking to others in person and on the phone.
Affects 5% - 20% of the population
Other communication barriers
A communication issue causes by the hierarchy of the workplace. E.g. employees not being able to talk to employers.
Solution: Hiring a skilled and open-minded manager, team building events.
An individual having trouble communicating due intimidation of the opposite gender.
Solution: Make the individual aware of their communication preferences often fixes the issue
Communication barriers caused by the separation by physical means.
Solution: Technology, i.e. Skype, Face time, etc.
Strategies for overcoming barriers
to effective communication:
P'Rayan (2008) "Fighting communication Apprehension"
1. Be aware of your communication apprehension.
2. Accept that you have fear and anxiety when you are asked to speak in front of an audience.
3. Remember that speech anxiety is a natural emotion.
4. List all your fears and find out where they come from.
5. Take steps to enhance your confidence level.
6. Think positively. Develop ‘I’m OK and You are OK’ attitude.
7. Learn from your friends.
8. Don’t compare yourself with others. Remember that you are different from others.
9. Prepare ahead for presentation.
10. Have an outline plan of your presentation.
11. Structure your presentation: introduction, body and conclusion.
12. Get guidance from friends and teachers.
13. Before delivering your speech discuss what you are going to speak with your friends.
14. Use visual aids during your presentation.
15. Take steps to improve your English.
16. Don’t memorize your presentation.
17. Practise your presentation in small groups.
18. Visualize your presentation.
19. Know your audience.
Being truthful to customers about products - also avoids any legal implications
Being aware of your own stereotypes and avoid acting on them
Carefully listening to others - be open to negative information
Monitor the number and due date of tasks assigned to each worker.
Where after hours contact is necessary, rosters should spread extra hours to different employees for different day.
Hiring multilingual employees
Train employees to regulate the language they use depending on the context
jargon, speed, tone, body language
Over 200 languages spoken in Australia
Barriers created by the receiver
People are less likely to lie if they are satisfied with their job and feel supported in the workplace. Some ways this can be done by providing clear support networks, team building exercises, and comfortable work spaces.
Organisations should also encourage employees and customers to give feedback and seek clarification.
Sender and Receiver