During routine monitoring of public service counters at a sub-divisional administrative office, an observing senior official notes that intake clerks frequently misinterpret oral grievances submitted by citizens. Rather than evaluating the facts presented, the clerks filter incoming information through personal preconceptions regarding specific citizen demographics, leading to defensive reactions and distorted message reception. Which category of communication barrier does this administrative scenario primarily exemplify?
- Psychological barrier, as internal cognitive biases, selective perception, and emotional defensiveness distort objective listening.Answer
- BEnvironmental noise barrier, as acoustic interference and structural workplace arrangements disrupt the physical transmission of auditory signals.
- CParalinguistic barrier, as disparities in vocal pitch, speech rate, and intonation cause vocal misinterpretation between speakers.
- DAssertive communication barrier, as frontline staff maintain firm procedural boundaries while interacting with members of the public.
Answer
Psychological barrier, as internal cognitive biases, selective perception, and emotional defensiveness distort objective listening.
The correct answer correctly identifies a psychological barrier. Psychological barriers arise from internal cognitive states, including pre-existing biases, personal prejudices, selective perception, and defensiveness, which prevent an individual from decoding messages objectively.
Step-by-Step Solution
Key Concept
Psychological Barriers in Communication