Transcript Defensive Communication

Defensive
Communication
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Competitive or hostile climates are often
maintained through defensive
communication (when we are defensive
or make the other defensive)
A person is defensive when she/he
perceives or anticipates a threat to face
or the relational definition by an other
Defensiveness stimulates defensiveness in
the other which can create a spiral of
escalating protectionism
Tricia S. Jones, Temple University, copyright protect, March 2006
Defensive vs. Supportive
An alternative to Defensive communication is
Supportive communication. Gibb outlined 6
ways one can communicate either defensively
or supportively:
Defensive
Supportive
1. Evaluation vs. Description
2. Control
vs. Problem Orientation
3. Strategy
vs. Spontaneity
4. Neutrality vs. Empathy
5. Superiority vs. Equality
6. Certainty vs. Provisionalism
Tricia S. Jones, Temple University, copyright protect, March 2006
Defensive vs. Supportive
Evaluation vs. Description
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Evaluative language judges,
quantifies, or accuses
– “YOU” language
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Descriptive language focuses on
the speaker’s perceptions
– “I” language
Tricia S. Jones, Temple University, copyright protect, March 2006
Defensive vs. Supportive
Control vs. Problem
Orientation
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Control messages impose one
person’s views on an other without
concern or interest in what the other
thinks or feels
Problem orientation signals respect
and the desire to make a decision or
find an agreeable solution
Tricia S. Jones, Temple University, copyright protect, March 2006
Defensive vs. Supportive
Strategy vs. Spontaneity
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Strategic communication refers
to a speaker with an agenda or
ulterior motive
Spontaneity, in the sense of
honest and forthright
communication, refers to a
speaker who shares thoughts and
feelings openly
Tricia S. Jones, Temple University, copyright protect, March 2006
Defensive vs. Supportive
Neutrality vs. Empathy
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Neutral communication does NOT
offer a diplomatic point of view on
an issue –it conveys indifference to
the other
Empathy involves understanding
and appreciating the other’s
feelings
Tricia S. Jones, Temple University, copyright protect, March 2006
Defensive vs. Supportive
Superiority vs. Equality
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Superior communication sends
the message that all others are
inferior or inadequate in some
way, therefore, the speaker has
no interest in what they might say
Equality in communication sends
the message that the other is
valued and worthy as a human
being
Tricia S. Jones, Temple University, copyright protect, March 2006
Defensive vs. Supportive
Certainty vs. Provisionalism
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Certainty: People who believe they are
right and communicate this clearly incite
defensiveness in others because they
come across as narrow-minded and
unwilling to listen to another point of view
Provisional communication involves
acknowledging other points of view
– “I may not agree, but you’re entitled to your
own opinion.”
Tricia S. Jones, Temple University, copyright protect, March 2006