Copyright © 2002 Thomson Learning, Inc. Chapter 9: Improving Communication Climates Presentation prepared by Dr. Michael Pearson, Gretchen Gill, and Tim

Copyright © 2002 Thomson Learning, Inc.

Chapter 9: Improving Communication Climates

Presentation prepared by Dr. Michael Pearson, Gretchen Gill, and Tim

Scanlon of West Chester University

PowerPoint Presentation to accompany Looking Out, Looking In, Tenth Edition

Copyright © 2002 Thomson Learning, Inc. Thomson Learning™ is a trademark used herein under license.

For permission to use material from this text, contact us by:Phone: 1-800-730-2214 Fax: 1-800-730-2215

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CHAPTER 9

Improving Improving Communication ClimatesCommunication Climates


Improving Improving Communication ClimatesCommunication Climates

• Communication Climate: The Key to Positive Relationships• Defensiveness: Causes and Remedies

• Responding Non-defensively to Criticism


Communication Climate: The Key To Positive Relationships

Communication Climate - the emotional tone of a relationship

Confirming Communication - messages that convey valuing

Disconfirming Communication – messages that show a lack of regard



Confirming and Disconfirming Communication

Types of Confirming Messages:• Recognition• Acknowledgement• Endorsement

Types of Disconfirming Messages:• Verbal Abuse• Complaining• Impervious Response

• Interrupting• Irrelevant• Tangential

• Impersonal• Ambiguous• Incongruous



How Communication Climates Develop• Spiral - a reciprocating communication pattern in which each person’s message reinforces the other’s

• Escalatory Conflict Spiral - the most visible way that disconfirming messages reinforce one another; can lead to a full-fledged battle

• De-escalatory Conflict Spiral – less obvious; when parties slowly lessen their dependence on one another, withdraw, and become less invested in the relationship


Defensiveness: Causes and Remedies

• Defensiveness – process of protecting our presenting self, our face.

• Cognitive Dissonance - an inconsistency between two conflicting pieces of information, attitudes, or behavior

• Face-Threatening Acts - messages that seem to challenge the image we want to project

Types of Defensive Reactions

• Defense Mechanisms - psychological devices that resolve dissonance by maintaining a positive presenting image



Attacking the Critic

• Sarcasm - less direct form of aggression

• Verbal Aggression - assaulting the critic directly


• Rationalization - logical but untrue explanations of behavior that is unacceptable to the self

Distorting Critical Information

• Compensation - emphasizing a strength in one area to cover up a weakness in another• Regression – claiming you can’t do something



Avoiding Dissonant Information

• Repression – mentally blocking out dissonant information

• Physical Avoidance


• Apathy - acknowledging unpleasant information but pretending you don’t care

• Displacement - when one vents hostile feelings against people or objects that are seen as less threatening than the people who originally threatened


Evaluation vs. Description• Evaluation - defensive behavior; “you” language

• Gibb categories - six types of defense-arousing communication and six contrasting behaviors that reduce the level of threat and defensiveness by conveying face- honoring relational messages of respect

Preventing Defensiveness in Others

• Descriptive - focuses on the speaker’s thoughts and feelings instead of judging the other person



Control vs. Problem Orientation• Controlling - sender seems to impose a solution on the receiver

• Neutrality - disconfirming and indifferent attitude; lack of concern


• Problem Orientation - finding a solution that satisfies all parties

Neutrality vs. Empathy

• Empathy - putting oneself in another’s place



Superiority vs. Equality• Superiority - “I’m better than you” belief

• Certainty - regarding own opinions as absolutes


• Equality - see others as having the same worth as human beings

Certainty vs. Provisionalism

• Provisionalism - willing to acknowledge others’ opinions and change stand if it seems reasonable



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 Non-defensively to Criticism



• Agree with the facts

Responding Non-defensively to Criticism

Agree With The Critic

• Agree with the critic’s perception*


Documents

Copyright © 2002 Thomson Learning, Inc. Chapter 9: Improving Communication Climates Presentation prepared by Dr. Michael Pearson, Gretchen Gill, and Tim