Chapter 9 Improving Communication Climates Communication Climate Confirming
- Slides: 13
Chapter 9 - Improving Communication Climates Communication Climate: Confirming Communication • Recognition • Acknowledgement • Endorsement Copyright © 2005 Wadsworth 1
Chapter 9 - Improving Communication Climates Communication Climate: Disconfirming Communication • Verbal Abuse • Complaining • Impervious Responses • Interrupting 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 • Irrelevant Responses Copyright © 2005 Wadsworth 2
Chapter 9 - Improving Communication Climates Communication Climate: Disconfirming Communication • Tangential Responses • Impersonal Responses • Ambiguous 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 • Incongruous Responses Copyright © 2005 Wadsworth 3
Chapter 9 - Improving Communication Climates Communication Climate: How Communication Climates Develop • Escalatory Conflict Spirals • De-Escalatory Conflict Spirals Copyright © 2005 Wadsworth 4
Chapter 9 - Improving Communication Climates Defensiveness: Causes & Remedies • Causes: Face-Threatening Acts Copyright © 2005 Wadsworth 5
Chapter 9 - Improving Communication Climates Defensiveness: Causes & Remedies Types of Defensive Reactions Attacking the Critic • Verbal Aggression • Sarcasm Copyright © 2005 Wadsworth How Critical are You? http: //www. rateyourself. com/poll. cfm/Subject_ID/3/Poll_ID/4001 6
Chapter 9 - Improving Communication Climates Defensiveness: Causes & Remedies Types of Defensive Reactions Distorting Critical Information • Rationalization • Compensation • Regression Copyright © 2005 Wadsworth 7
Chapter 9 - Improving Communication Climates Defensiveness: Causes & Remedies Types of Defensive Reactions Avoiding Dissonant Information • Physical Avoidance • Repression • Apathy • Displacement Copyright © 2005 Wadsworth 8
Chapter 9 - Improving Communication Climates Defensiveness: Causes & Remedies Preventing Defensiveness in Others • Evaluation Versus Description • Control Versus Problem Orientation • Strategy Versus Spontaneity • Neutrality Versus Empathy • Superiority Versus Equality • Certainty Versus Provisionalism Copyright © 2005 Wadsworth 9
Chapter 9 - Improving Communication Climates Defensiveness: Causes & Remedies Saving Face The Clear Message Format • Behavioral Description • Interpretation • Feeling • Consequence • Intention Copyright © 2005 Wadsworth 10
Chapter 9 - Improving Communication Climates Defensiveness: Causes & Remedies Responding Nondefensively to Criticism • Seek More Information • Agree with the Critic Copyright © 2005 Wadsworth 11
Chapter 9 - Improving Communication Climates Responding Nondefensively to Criticism - 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 Copyright © 2005 Wadsworth 12
Chapter 9 - Improving Communication Climates Responding Nondefensively to Criticism - Agree with the Critic • Agree with the Facts • Agree with the Critic’s Perception Copyright © 2005 Wadsworth 13