Page 1
Copyright © 2005 Wadsworth 1
Chapter 9 - Improving Communication ClimatesChapter 9 - Improving Communication Climates
Communication Climate:Communication Climate:Confirming CommunicationConfirming Communication
• RecognitionRecognition
• AcknowledgementAcknowledgement
• EndorsementEndorsement
Page 2
Copyright © 2005 Wadsworth 2
Chapter 9 - Improving Communication ClimatesChapter 9 - Improving Communication Climates
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
Page 3
Copyright © 2005 Wadsworth 3
Chapter 9 - Improving Communication ClimatesChapter 9 - Improving Communication Climates
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
Page 4
Copyright © 2005 Wadsworth 4
Chapter 9 - Improving Communication ClimatesChapter 9 - Improving Communication Climates
Communication Climate:Communication Climate:How Communication How Communication Climates DevelopClimates Develop
• Escalatory Conflict SpiralsEscalatory Conflict Spirals
• De-Escalatory Conflict SpiralsDe-Escalatory Conflict Spirals
Page 5
Copyright © 2005 Wadsworth 5
Chapter 9 - Improving Communication ClimatesChapter 9 - Improving Communication Climates
Defensiveness: Causes & RemediesDefensiveness: Causes & Remedies
• Causes: Face-Threatening ActsCauses: Face-Threatening Acts
Page 6
Copyright © 2005 Wadsworth 6
Chapter 9 - Improving Communication ClimatesChapter 9 - Improving Communication Climates
Defensiveness: Causes & RemediesDefensiveness: Causes & Remedies
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
Page 7
Copyright © 2005 Wadsworth 7
Chapter 9 - Improving Communication ClimatesChapter 9 - Improving Communication Climates
Defensiveness: Causes & RemediesDefensiveness: Causes & Remedies Types of Defensive ReactionsTypes of Defensive Reactions
Distorting Critical InformationDistorting Critical Information
• RationalizationRationalization
• CompensationCompensation
• RegressionRegression
Page 8
Copyright © 2005 Wadsworth 8
Chapter 9 - Improving Communication ClimatesChapter 9 - Improving Communication Climates
Defensiveness: Causes & RemediesDefensiveness: Causes & Remedies
Types of Defensive ReactionsTypes of Defensive Reactions
Avoiding Dissonant InformationAvoiding Dissonant Information
• Physical AvoidancePhysical Avoidance
• RepressionRepression
• ApathyApathy
• DisplacementDisplacement
Page 9
Copyright © 2005 Wadsworth 9
Chapter 9 - Improving Communication ClimatesChapter 9 - Improving Communication Climates
Defensiveness: Causes & RemediesDefensiveness: Causes & Remedies
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
Page 10
Copyright © 2005 Wadsworth 10
Chapter 9 - Improving Communication ClimatesChapter 9 - Improving Communication Climates
Defensiveness: Causes & RemediesDefensiveness: Causes & Remedies
Saving FaceSaving Face
The Clear Message FormatThe Clear Message Format
• Behavioral DescriptionBehavioral Description
• InterpretationInterpretation
• FeelingFeeling
• ConsequenceConsequence
• IntentionIntention
Page 11
Copyright © 2005 Wadsworth 11
Chapter 9 - Improving Communication ClimatesChapter 9 - Improving Communication Climates
Defensiveness: Causes & RemediesDefensiveness: Causes & Remedies
Responding Nondefensively Responding Nondefensively to Criticismto Criticism
• Seek More Information
• Agree with the Critic
Page 12
Copyright © 2005 Wadsworth 12
Chapter 9 - Improving Communication ClimatesChapter 9 - Improving Communication Climates
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
Page 13
Copyright © 2005 Wadsworth 13
Chapter 9 - Improving Communication ClimatesChapter 9 - Improving Communication Climates
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