18 Copyright Goodheart-Willcox Co., Inc. Chapter 1 Professional Communication Sending Barriers A sending barrier can occur when the sender says or does something that causes the receiver to stop listening. This can happen when the receiver simply does not understand what the sender is saying. The words used may not be clear to the sender. Such misunderstandings cause daily problems ranging from minor events to serious, costly errors. Sending barriers may include: • using poor grammar or spelling • overlooking typographical and formatting errors • presenting visually unattractive text or inappropriate graphics • assuming too much or too little about what the receiver already knows • using inappropriate language (slang, jargon, or too formal or informal phrasing) Face-to-face nonverbal communication that causes barriers includes: • distracting mannerisms • facial expressions that conflict with the words being said • inappropriate dress or demeanor • sarcastic or angry tone of voice • speaking too softly or too loudly In these situations, the sender’s written or verbal message may be lost or undermined by competing nonverbal messages. The sender who does not have a good grasp of the purpose for communicating is likely to relay a confused and ineffective message. How can the sender overcome barriers? The sender has a responsibility to the receiver to make sure the message is clear and understood. Select the appropriate format for your message, such as an e-mail or a phone call, based on the situation. Do not assume too much or too little about what the receiver already knows. Ask for feedback from the receiver to see if your message came across clearly. For written documents, follow the rules of writing, grammar, and formatting documents. A well-written and properly formatted document will send a positive message. For face-to-face communication, maintain positive body language and behavior. Keep in mind that speaking loudly does not overcome communication barriers. Receiving Barriers A receiving barrier can occur when the receiver says or does something that causes the sender’s message not to be received. These barriers can be just as harmful to the communication process as sending barriers. The receiver has a responsibility to give attention and respect to the sender. Most receiving barriers can be overcome with a little self-awareness. Give feedback to let the sender know you received the message. This can be done by asking questions or giving information if needed. Take responsibility for getting clarification if you do not understand the message. For written documents, make sure you read all of what has been written.