Shortell and Kaluzny define communication as "the creation and exchange of understanding between sender(s) and receiver(s)." If the message is not understood by the receiver, effective communication has not taken place. Receivers do not always encode the message the way that a sender intends it to be understood.
The receiver must interpret the words, symbols, nonverbal communication conveyed by the sender. The closer the decoded message is to the one intended by the sender, the more effective the communication.
Health services managers must overcome barriers to the communication process to ensure that messages are communicated effectively. There are both environmental and personal barriers that can inhibit the communication process.
Differentiate between environmental and personal barriers to communication. In your opinion, what are some ways that health services managers can overcome these barriers? Use at least one specific example of an environmental and a personal barrier and explain how a manager can reduce them.