Example: resolve constraints to effective communication in the workplace with appropriate communication strategies and techniques

John works for a very large and very busy community service. Recently John’s supervisor Donna has noticed that John appears to be disengaged and under-performing. When Donna raises the issue with John he is at first very defensive and claims, ‘No, I’m not’. Donna pauses to allow John time to add anything else he might want to say. John continues, ‘It’s not like I don't want to be part of the team, but no one cares what I have to say anyway’. Donna nods and rephrases John’s words back to him. She then asks, ‘What makes you feel like nobody cares what you have to say?’

John reports feeling like all of the other workers share the same section of the building and he is isolated down the other end. He also reports that some of the workers in his area use terminology that he doesn’t understand and makes him feel excluded. John feels that all of these factors have contributed to him feeling like nobody cares about his thoughts and ideas.

After some further active listening and clarification, Donna identifies that a combination of physical, perceptual and language constraints have caused a breakdown in communication between John and the rest of the team.

Donna restructures the work area and makes sure that the seating and desk configurations encourage communication. Donna also encourages her staff to use simple language when talking with people from other professional backgrounds.

The combination of active listening, clarification and communication constraint resolution strategies helps reconnect John with his team and facilitate more effective workplace communication.