Blocks to Communication and Trust-Building

Poor communication and a lack of trust are often the result of a combination of factors. The following lists some of those factors.

Please check the five (5) factors in the list below you believe are the most serious blocks to communication and trust building. If you think of something important that is not on the list, please add it.

1. Cultural differences between the speaker and listener.

2. The speaker and listener have different beliefs.

3. The listener does not agree with what is being said.

4. The speaker or listener is preoccupied.

5. The speaker or listener has very different vocabularies and jargon.

6. The speaker is unintentionally unable to say what he/she means.

7. The speaker has little knowledge of the subject.

8. There are economic and/or class differences between the speaker and listener.

9. The listener is not interested in what the speaker is saying.

10. There are status differences (teacher / participant, leader / member) between the speaker and listener.

11. There are negative feelings between the speaker and listener.

12. Either the speaker or listener tends to always agree with everyone.

13. The speaker is unintentionally miscommunicating.

14. Some sort of interference or distraction exists.

15. Time pressures exist.

16. The message being communicated is complex.

17. The same words have different meanings to the speaker and listener.

18. The speaker and listener belong to different ethnic groups.

19. The speaker and listener are different ages.

20. The speaker and listener have great differences in life experiences and educational backgrounds.

21. The speaker and listener have different goals, objectives, and agendas.

22. The speaker and listener are different genders.

23. ________________________________ (Any others?)

Listening Exercise # 1:

Person # 1 HOT AIR - The Person Who Needs the Air Conditioner Repaired

You have just moved into your new home and you are trying to unpack your household goods when you discover your air conditioner does not work.

You have driven your car to the A-1 Plumbing and Heating Company to get some help. You do not know anyone else in town and you must have someone come and fix the air conditioner as the weather report states it will be 104 degrees this afternoon.

You do not know anything about air conditioners, but you are sure this is a simple problem any repair shop should be able to fix

Remember, the object of this exercise is to NOT LISTEN to the other person.

Listening Exercise # 2:

Person # 2 BLOWING STEAM – The Plumbing & Heating Employee

You work for the A-1 Plumbing & Heating Company. Your job is very specialized; in fact you only know about fixing water heaters. You have been left in charge of the store for the day. You already have had two calls from people who have problems with their air conditioners.

You have decided the next person who comes in with an air conditioning problem must be made to understand that you know nothing about air conditioners and you will absolutely refuse to give them any advice about their problem. They must understand you cannot help them in any way.