© boardworks ltd 20111 of 8 factors that affect communication

© Boardworks Ltd 20111 of 8

Factors that affect communication

© Boardworks Ltd 2008© Boardworks Ltd 20112 of 8

Learning objectives

Learning objectives

Teacher’s notes included in the Notes Page

Accompanying worksheet

Flash activity. These activities are not editable.

Web addressesExtension activities

Icons key:

Sound

Social and cultural effects on communication

Misinterpretation of messages


When we refer to a culture, we may mean a group of people that have similar traditions, social customs,

values and beliefs.


Cultures provide people with ways of thinking, and ways of seeing, hearing and interpreting the world.


Social class may refer to a social grouping whose members have similar economic, social or cultural characteristics.

As a carer, it is important to recognize that cultures or

social groupings different to your own will have their own

behaviour patterns.



Written messages, such as e-mail, can be misunderstood. Stereotyping and making assumptions about people can also lead to misunderstanding.

Sometimes, misinterpretation of a spoken message is due to cultural and language differences. In these cases, it’s important to use language that the service user will understand, and for them to be able to repeat key points back to you to show they have understood the message.

Read through the case study on the next two slides and

identify how a message is misinterpreted. What could

be done differently?

Misinterpretation of messages


Toby, an English-speaking social worker, is visiting a client’s home. The social care client, Christiane, is German, a young single mother, and can speak only basic English. She has three young children, who are noisily running around and shouting during the course of Toby’s visit.

While she normally tries to be more strict with the children, Christiane has trouble controlling them this time as she’s feeling tired. After asking them to behave a few times, she gives in and lets them carry on playing loudly while she tries to answer Toby’s questions about how she’s getting on.

Case study: misinterpretation of messages


Christiane suddenly looks offended, becomes distressed, and asks Toby to leave. Toby doesn’t understand what the problem is but leaves, confused.

Satisfied that Christiane is coping adequately with her personal and financial situation, Toby decides to continue their conversation on his next visit, and gets up to leave. As he does so, he indicates towards the children and says “I bet you could do with a break from these three, eh! Take care, see you later!”

Why do you think Christiane becomes upset? What could Toby have done differently?

What might benefit Christiane’s situation?

Discuss in pairs or groups before reading some suggested answers in the Notes Page

of this slide.

Case study: misinterpretation of messages

© boardworks ltd 20111 of 8 factors that affect communication

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