communication climate: confirming communication

Copyright © 2005 Wadsworth 1

Chapter 9 - Improving Communication ClimatesChapter 9 - Improving Communication Climates

Communication Climate:Communication Climate:Confirming CommunicationConfirming Communication

• RecognitionRecognition

• AcknowledgementAcknowledgement

• EndorsementEndorsement



Communication Climate:Communication Climate:Disconfirming CommunicationDisconfirming Communication

• Verbal AbuseVerbal Abuse

• ComplainingComplaining

• Impervious ResponsesImpervious Responses

• InterruptingInterrupting

• Irrelevant ResponsesIrrelevant Responses

The worst sin towards our fellow creatures is not to hate them, but to be indifferent to them; that’s the essence of inhumanity.

George Bernard



Communication Climate:Communication Climate:Disconfirming CommunicationDisconfirming Communication

• Tangential ResponsesTangential Responses

• Impersonal ResponsesImpersonal Responses

• Ambiguous ResponsesAmbiguous Responses

• Incongruous ResponsesIncongruous Responses

The worst sin towards our fellow creatures is not to hate them, but to be indifferent to them; that’s the essence of inhumanity.

George Bernard



Communication Climate:Communication Climate:How Communication How Communication Climates DevelopClimates Develop

• Escalatory Conflict SpiralsEscalatory Conflict Spirals

• De-Escalatory Conflict SpiralsDe-Escalatory Conflict Spirals



Defensiveness: Causes & RemediesDefensiveness: Causes & Remedies

• Causes: Face-Threatening ActsCauses: Face-Threatening Acts




Types of Defensive ReactionsTypes of Defensive Reactions

Attacking the CriticAttacking the Critic

• Verbal AggressionVerbal Aggression

• SarcasmSarcasm

How Critical are You?http://www.rateyourself.com/poll.cfm/Subject_ID/3/Poll_ID/4001

How Critical are You?http://www.rateyourself.com/poll.cfm/Subject_ID/3/Poll_ID/4001



Defensiveness: Causes & RemediesDefensiveness: Causes & Remedies Types of Defensive ReactionsTypes of Defensive Reactions

Distorting Critical InformationDistorting Critical Information

• RationalizationRationalization

• CompensationCompensation

• RegressionRegression




Types of Defensive ReactionsTypes of Defensive Reactions

Avoiding Dissonant InformationAvoiding Dissonant Information

• Physical AvoidancePhysical Avoidance

• RepressionRepression

• ApathyApathy

• DisplacementDisplacement




Preventing Defensiveness in OthersPreventing Defensiveness in Others• Evaluation Versus Description

• Control Versus Problem Orientation

• Strategy Versus Spontaneity

• Neutrality Versus Empathy

• Superiority Versus Equality

• Certainty Versus Provisionalism

• Evaluation Versus Description

• Control Versus Problem Orientation

• Strategy Versus Spontaneity

• Neutrality Versus Empathy

• Superiority Versus Equality

• Certainty Versus Provisionalism




Saving FaceSaving Face

The Clear Message FormatThe Clear Message Format

• Behavioral DescriptionBehavioral Description

• InterpretationInterpretation

• FeelingFeeling

• ConsequenceConsequence

• IntentionIntention




Responding Nondefensively Responding Nondefensively to Criticismto Criticism

• Seek More Information

• Agree with the Critic



Responding Nondefensively to Responding Nondefensively to CriticismCriticism - Seek More Information - Seek More Information

• Ask for Specifics

• Guess About Specifics

• Paraphrase the Speaker’s Ideas

• Ask What the Critic Wants

• Ask About the Consequences of Your Behavior

• Ask What Else is Wrong



Responding Responding Nondefensively to Nondefensively to Criticism - Criticism - Agree with the Agree with the CriticCritic

• Agree with the Facts

• Agree with the Critic’s

Perception

communication climate: confirming communication

Documents