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Principles

Basically, any communication process shares similar characteristics. Some experience, fact, object, or idea is observed by the speaker or writer and these observations are encoded or translated into a message. The message is then transmitted through a medium such as a spoken or written word. The message is received and interpreted by the listener or reader, who then acts. Finally, feedback from the listener or reader is given to the speaker or writer. This signifies the message has been received and understood. Of course, this same feedback process is then repeated by the speaker or writer.

Problems

An assumption made in a communication process is that there has been a free flow of information from the speaker or writer to thelistener or reader. However, this assumption is not always realistic, and problems occur that inhibit the free flow of information. These problems are often referred to as barriers, breakdowns, or obstacles to effective communication. An important point to remember is that these problems can develop within the speaker or writer, within the listener or reader, or in situations external to both.

As small business owners and managers you need to understand why communication problems occur, for if you can identify these problems, then perhaps you can solve them. Some of the more common problems that often inhibit effective communications in small business are:

• know-it-all attitude
• resistance to change
• lack of credibility
• fear of distortion or ommission of information
• lack of understanding of technical language
• inadequate common business knowledge
• poor organization of ideas
• differences in perception
• prejudice or bias
• poor timing of the message
• defensiveness
• emotional reactions
• inability to understand nonverbal cues
• personality conflicts
• hostile attitude
• poor spatial arrangements
• jumping to conclusions
• lack of feedback
• tendency not to listen
• physical noise and distractions
• differences in status or position
• lack of trust

The references listed in the Principles and Problems section of this Aid will provide a basis for becoming more aware of these and other problems, as well as suggesting ways to overcome them.