Communication barriers

The quality of the message may present a barrier to communication. The message itself may not be clear because: bullet point.

• it contains jargon, which is hard to understand , bullet point.

• the context, what the message refers to, isn't clear , bullet point.

• it doesn't contain all the information that is required , bullet point.

• the instructions are not clear.

Additional barriers to the quality of verbal messages can include: bullet point.

• a poor phone line (static on the line).

Additional barriers to the quality of non-verbal messages can include: bullet point.

• poor body language.

Additional barriers to the quality of written messages can include: bullet point.

• poor grammar, spelling or handwriting.

Background noise in the homes or businesses of your customers can be a barrier to communication. For example, you may call a customer who: bullet point.

• has a radio turned up high , bullet point.

• has a lawn mower or other electrical equipment in the background , bullet point.

• has a crying baby , bullet point.

• works on a noisy construction site.

Noise can be a barrier to communication from your end as well. Many customer contact centres are partitioned to help cut down on the noise created by ringing phones and agents talking. The more modern contact centres are architecturally designed to reduce noise levels.

It may be difficult for you to hear the customer, but it may also be difficult for the customer to hear you!

Time can be a barrier to communication in several ways. Look at the following examples: bullet point.

• You may have to follow up on a larger number of calls for the day, because 3 colleagues are off sick. This places a higher demand on you and you may begin to rush the work. , bullet point.

• You have to give a one-hour presentation. You have only booked the room or equipment for one hour and you are sure there will be a number of questions at the end. You rush through the presentation, confusing your audience, in an attempt to finish on time. , bullet point.

• Your customer is in a hurry. They are late for an appointment and are frustrated by the slowness of the order process. This rush means that they do not listen carefully and misunderstand what you are saying.

You must remember that you do not know what has happened to a customer during their day. They may have been very busy at work, had an argument, or just be having a bad day. It is important not to take their mood personally and let it affect your communication.

There will be times when there is conflict between colleagues, and with customers. The reasons are varied, and can include: bullet point.

• a customer making a complaint , bullet point.

• a purchase order being processed incorrectly , bullet point.

• company policy not being followed , bullet point.

• someone having 'a bad day'.

Different cultures have different ways of approaching communication. Some cultures are more abrupt, particularly in a business setting. This does not mean that they are angry, or have a problem. It simply means that they have a different way of expressing themselves.

You can take steps to reduce barriers to the quality of messages in the following ways: bullet point.

• Question people carefully and listen to their answers to determine their true knowledge level. This will allow you to pitch your communication at the right level to assist them successfully. , bullet point.

• Remember that customers and new employees will not know your context-specific workplace language. If you do use jargon, provide an explanation of what it means so that your listener will understand your message. If you do not understand someone else's use of jargon ask what it means. There is no point trying to carry on a conversation if you don't understand it! , bullet point.

• Explain or find out the context of the communication fully - ask questions to clarify areas that you don't understand. Check that the recipient has a full understanding of what you have said. Ask questions that give them an opportunity to clarify anything with you. , bullet point.

  "Do you have any questions about what we have discussed, Mrs Jones?"

  "Would you like to clarify any points with me?"

• Give full and correct information. This can help avoid confusion and problems later on. , bullet point.

• If you need to give instructions, think carefully about the way you phrase them. Good instructions should be clear and simple. Try to estimate the customer's level of knowledge, by asking them how familiar they are with the product or service. You may need to adapt your instructions to suit. , bullet point.

• Ensure that your phone and computer systems are functioning properly - inform your technical department about phone static, equipment or computer problems. , bullet point.

• Ensure that any written communications have correct grammar and spelling. If handwritten, make sure the writing is clear and easy to read. , bullet point.

• Focus clearly on what you need to say. Unnecessary details and excessively long messages are only likely to cause confusion.

You can take steps to reduce noise barriers.

If the problem is with your customer, it's a good idea to inform them that you are having trouble:

"Mr Green, I'm having trouble hearing you, would it be okay to call you back on another line?"

"Ms Smythe, could I ask you to turn your radio down please? "

Sometimes your customer may have trouble hearing you due to noise in your work environment. In this situation you should identify the source of the problem, and take measures to fix it.

You may need to draw attention to the problem with your team leader, as it may be affecting others in the workplace.

If you are experiencing time constraints due to covering a colleague's workload, or needing to make a certain number of calls in a specified timeframe, inform the customer of your constraints:

"Thank you for your call. I'm sorry I can't talk any longer, as I'm covering for a colleague today. Would it be all right to confirm your order now?"

By communicating the problem to your customer, you are ensuring that your customer does not feel uncared for. If your customer is rushed, you could suggest calling them back at a time that is more convenient.

"I appreciate that you are in a rush Mr Jones. Would you like to arrange a time when I could call you back to complete your order?"

If you are limited to the time you can use a room, or piece of equipment, try to prepare in advance, so that you do not waste time. For example, for a team meeting where you only have half an hour, make sure you have: bullet point.

• your notes, reference material and documentation ready , bullet point.

• any equipment set up before the start of the meeting.

You don't want to waste the time you could be using for the meeting itself!

If the customer is not communicating effectively, remember to: bullet point.

• not take it personally , bullet point.

• be patient , bullet point.

• use careful questioning techniques to quickly identify and fulfil their needs.

If you sense conflict in a customer or colleague, don't take it personally. Try to be: bullet point.

• objective , bullet point.

• patient , bullet point.

• professional , bullet point.

• prompt.

Show empathy and use active listening to try to diffuse the conflict.

You can read more about Active listening and empathy in this Agent support manual.