Final answer:
The statement is false; personal biases are internal obstacles to effective listening, not external. Personal biases arise from subjective preferences influenced by individual experiences and beliefs, potentially leading to testimonial injustice and misinterpretation in communication.
Step-by-step explanation:
The statement in the question posits that a personal bias held by a service provider against a particular customer is an external obstacle causing listening breakdown false. However, this is false; such biases are considered internal obstacles. A personal bias is a subjective opinion or preference that stems from an individual’s own experiences, feelings, or beliefs, which can affect their perception and behavior towards others. Biases, whether conscious or unconscious, can lead to a lack of objectivity in listening and the potential for misinterpretation or testimonial injustice. Testimonial injustice occurs when an individual's opinions are unfairly dismissed due to prejudice. Furthermore, actor-observer bias illustrates our tendency to attribute others’ actions to their dispositions, while we attribute our own actions to the environment. Hence, biases are internal factors that have the potential to disrupt effective communication.