Transcript Looking Out/Looking In Chapter 9

Chapter 9 - Improving Communication Climates
Communication Climate:
Confirming Communication
• Recognition
• Acknowledgement
• Endorsement
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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
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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
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Chapter 9 - Improving Communication Climates
Communication Climate:
How Communication
Climates Develop
• Escalatory Conflict Spirals
• De-Escalatory Conflict Spirals
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Chapter 9 - Improving Communication Climates
Defensiveness: Causes & Remedies
• Causes: Face-Threatening Acts
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Chapter 9 - Improving Communication Climates
Defensiveness: Causes & Remedies
Types of Defensive Reactions
Attacking the Critic
• Verbal Aggression
• Sarcasm
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How Critical are You?
http://www.rateyourself.com/poll.cfm/Subject_ID/3/Poll_ID/4001
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Chapter 9 - Improving Communication Climates
Defensiveness: Causes & Remedies
Types of Defensive Reactions
Distorting Critical Information
• Rationalization
• Compensation
• Regression
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Chapter 9 - Improving Communication Climates
Defensiveness: Causes & Remedies
Types of Defensive Reactions
Avoiding Dissonant Information
• Physical Avoidance
• Repression
• Apathy
• Displacement
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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
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Chapter 9 - Improving Communication Climates
Defensiveness: Causes & Remedies
Saving Face
The Clear Message Format
• Behavioral Description
• Interpretation
• Feeling
• Consequence
• Intention
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Chapter 9 - Improving Communication Climates
Defensiveness: Causes & Remedies
Responding Nondefensively
to Criticism
• Seek More Information
• Agree with the Critic
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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
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Chapter 9 - Improving Communication Climates
Responding Nondefensively to
Criticism - Agree with the Critic
• Agree with the Facts
• Agree with the Critic’s
Perception
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