In this series, we discuss The Seven Barriers of Communication. This post is dedicated to emotional barriers. Stay tuned as we discuss each. Show
We’ve all experienced instances of our emotions getting the best of us. While emotions can be powerful motivators, help guide us towards our passions, and even keep us out of danger, unchecked emotions can also lead us astray. Emotional barriers to communication are usually due to a lack of emotional awareness or control, often referred to as emotional intelligence. By better understanding our inner emotions, we can communicate more productively in the workplace and our everyday lives. What are emotional barriers, and why do they matter?An emotional barrier is a mental block that influences how you perceive others’ actions and prevents you from clearly communicating your feelings. Emotional barriers can trigger an emotional response that’s inappropriate or unproductive. Who you are and what you’ve experienced play a big role in how you perceive information. Two people viewing the same painting, for example, might have very different emotional responses. The same goes for interactions in the workplace. An encounter that seems aggressive to one person might come across as sarcastic to someone else and judgmental to yet another person. The differences in perception stem from the fact that we’re never starting from square one when communicating. Our past experiences, personal beliefs, and conditioned behavior shape our expectations of every interaction. So, whether we realize it or not, our minds are primed to process new information in a way that feels familiar. The problem is our expectations aren’t always right. And as a result, we often make judgments based on what we already know or believe without considering the other person’s perspective. Emotional barriers make it challenging to communicate because you’re more likely to escalate problems. Examples of emotional barriersSome of the most common examples of emotional barriers in the workplace include: AngerAnger is detrimental to communication in many ways. First, it makes you less logical. Anger actually affects the way your brain processes information. You’re less likely to solve problems effectively, and you’re more likely to reject explanations and solutions from others (even when they’re right). Second, anger tends to cause a strong reaction from those around us. Whether the person you’re directing your anger at ends up feeling hurt, scared, or defensive, chances are the conversation isn’t going to go as productively as it could have. PridePeople who always need to be right or have the last word tend to struggle with healthy communication. Focusing solely on your own perspective has a way of shutting down communication with others. If you want to engage in effective collaboration and communication with your coworkers, you must learn to listen. Listening involves more than just hearing someone else’s words. It means taking other people’s opinions seriously and following others’ advice when they have more expertise in a subject than you. Allowing other people to have a say in the final product demonstrates trust and respect — even if it’s not exactly how you would have done it. When pride gets in the way of communication, you don’t end up with the best solutions. You just end up with your solutions. AnxietyAnxiety comes in many forms, such as social anxiety, generalized anxiety disorders, and panic disorder. It can cause you to avoid certain circumstances, like talking in front of a crowd or speaking up when it would be in your best interests. And when it gets too far out of line, it can easily hold you back career-wise if you’re failing to step up to new challenges out of fear. Anxiety also impacts your ability to think clearly and creatively. Many people who suffer from anxiety cite concentration problems as a major consequence of their worrying. Anxious people also tend to engage in dichotomous thinking or “black and white” thinking. Rather than seeing creative solutions in the middle, they imagine the most extreme outcomes. ApathyUnlike the other feelings discussed here, apathy doesn’t involve a heightened emotional response. Yet, it can be equally harmful in the workplace. Apathy is a lack of concern or emotion in matters that should interest you. It becomes an emotional barrier when you routinely give off verbal, social, and physical cues that set a negative tone. Apathy can come across as pessimism or low motivation. This can provoke strong responses from others and make them unwilling to communicate with you. Imagine if your co-workers are excited about a team project. Yet, you seem disinterested, put in little effort, and shoot down every idea. Your poor mood could easily kill morale and discourage others from putting forth their best effort. In many cases, apathetic people aren’t purposely trying to cause miscommunications. They may be stressed out from personal issues or feel unappreciated, overworked, or unchallenged in the workplace. Overcoming emotional barriersEmotional intelligence is something we’re all born with, in varying degrees, but anyone can practice and improve it. Here are a few tips to get you started. When you’re feeling angryRemove yourself from an emotionally charged situation for a bit to “cool off.” Remember, while you’re still angry, you’ll likely have trouble processing logical statements. If you remove yourself long enough to calm down and reassess, you’ll get a much clearer picture of what’s going on. When you come back, you’ll be able to communicate more clearly and make better decisions. When your pride is getting in the wayPractice accepting imperfections, especially in yourself. While prideful people can come across as “cocky” or “full of themselves,” in truth, pride usually stems from insecurity. People overcompensate to try to cover emotional insecurities with a sense of superiority. Next time you realize someone else has a better idea or you’ve made a mistake, openly accept it. Other people will find it much easier to communicate with you if you can demonstrate humility from time to time. When you’re feeling anxiousSometimes, anxiety is small, like the kind you feel right before a big presentation. Simple relaxation techniques are likely enough to override this anxiety and get you up on stage feeling confident. Relaxation exercises are the simplest way for anyone to better manage their anxiety. But sometimes, anxiety is overwhelming. Have you ever avoided the company holiday party because being around too many people made you feel like you could hardly breathe? If anxiety truly interferes with your ability to perform at work and in your personal life, a mental health professional can help you address these issues with more in-depth practices and reframing exercises. Note: anxiety disorders are the most common of all mental health problems, and up to 30% of adults experience them in their lifetime. Talk therapy can be an incredibly powerful tool for managing your anxiety in and out of the office. When apathy shuts down your emotionsExamine your feelings and motivations to understand why you’re disengaged from what’s going on around you. Is your environment emotionally draining? Do you feel like your work isn’t meaningful? Apathy is a common response when a major aspect of your life or environment becomes too stressful or exhausting. In this scenario, it’s crucial to think about immediate changes you can make to improve your well-being. Consider moving to a different role that’s better suited to your skills and personality, for example. However, if you have a general disinterest in everyday life, it may be helpful to speak with a licensed therapist. Sustained feelings of emptiness or irritability are often symptoms of depression, and you can benefit from professional advice. How to increase emotional intelligence
Final thoughtsTo overcome emotional barriers to communication in the workplace, you’ll likely need to learn more about how your emotions work and how to manage them. Anger, pride, anxiety, and apathy all serve their purposes in life. Eliminating them entirely should never be the goal of your efforts. However, when they begin to interfere with your ability to communicate respectfully and collaborate effectively, it’s time to get to work on your emotional intelligence. Taking responsibility for your actions is the most beneficial way to reach your full potential in the workplace. This post was originally published on March 3, 2017, and updated most recently on January 30, 2022. What is the primary way most customer service professionals determine the needs of their customers?Listening effectively is the primary means that many customer service professionals use to determine the needs of their customers.
Which strategies should be adopted when a customer takes time to share a concern complaint or question?Which of the strategies should be adopted when a customer takes time to share a concern, complaint, or question? Ensure that necessary follow-up actions begin once the transaction is completed. The first phase in the service recovery process is to: apologize, apologize, and apologize.
Which of the following listening styles is the most likely to be concerned with others?1: People-Oriented Listeners. People-oriented listeners are concerned about the needs and feelings of others and may get distracted from a specific task or the content of a message in order to address feelings.
Which of the following is an example of Nonassertive behavior?The non-assertive person is emotionally dishonest, indirect, self-denying, and inhibited. He/she feels hurt, anxious, and possibly angry about his/her actions. Non-Assertive Body Language: Lack of eye contact; looking down or away/ • Swaying and shifting of weight from one foot to the other.
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