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PowerPoint Presentation to accompany Looking Out, Looking In, Tenth Edition Chapter 9: Improving Communication Climates Presentation prepared by Dr. Michael Pearson, Gretchen Gill, and Tim Scanlon of West Chester University 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 Web: www.thomsonrights.com Copyright © 2002 Thomson Learning, Inc. CHAPTER 9 Improving Communication Climates Copyright © 2002 Thomson Learning, Inc. Improving Communication Climates • Communication Climate: The Key to Positive Relationships • Defensiveness: Causes and Remedies • Responding Non-defensively to Criticism Copyright © 2002 Thomson Learning, Inc. 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 Copyright © 2002 Thomson Learning, Inc. Communication Climate: The Key To Positive Relationships Confirming and Disconfirming Communication Types of Confirming Messages: • Recognition • Acknowledgement • Endorsement Types of Disconfirming Messages: • Interrupting • Verbal Abuse • Irrelevant • Complaining • Impervious Response • Tangential Copyright © 2002 Thomson Learning, Inc. • Impersonal • Ambiguous • Incongruous Communication Climate: The Key To Positive Relationships 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 Copyright © 2002 Thomson Learning, Inc. Defensiveness: Causes and Remedies • Defensiveness – process of protecting our presenting self, our face. • Face-Threatening Acts - messages that seem to challenge the image we want to project Types of Defensive Reactions • Cognitive Dissonance - an inconsistency between two conflicting pieces of information, attitudes, or behavior • Defense Mechanisms - psychological devices that resolve dissonance by maintaining a positive presenting image Copyright © 2002 Thomson Learning, Inc. Defensiveness: Causes and Remedies Types of Defensive Reactions Attacking the Critic • Verbal Aggression - assaulting the critic directly • Sarcasm - less direct form of aggression Distorting Critical Information • Rationalization - logical but untrue explanations of behavior that is unacceptable to the self • Compensation - emphasizing a strength in one area to cover up a weakness in another • Regression – claiming you can’t do something Copyright © 2002 Thomson Learning, Inc. Defensiveness: Causes and Remedies Types of Defensive Reactions Avoiding Dissonant Information • Physical Avoidance • Repression – mentally blocking out dissonant information • 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 Copyright © 2002 Thomson Learning, Inc. Defensiveness: Causes and Remedies Preventing Defensiveness in Others • Gibb categories - six types of defense-arousing communication and six contrasting behaviors that reduce the level of threat and defensiveness by conveying facehonoring relational messages of respect Evaluation vs. Description • Evaluation - defensive behavior; “you” language • Descriptive - focuses on the speaker’s thoughts and feelings instead of judging the other person Copyright © 2002 Thomson Learning, Inc. Defensiveness: Causes and Remedies Preventing Defensiveness in Others Control vs. Problem Orientation • Controlling - sender seems to impose a solution on the receiver • Problem Orientation - finding a solution that satisfies all parties Neutrality vs. Empathy • Neutrality - disconfirming and indifferent attitude; lack of concern • Empathy - putting oneself in another’s place Copyright © 2002 Thomson Learning, Inc. Defensiveness: Causes and Remedies Preventing Defensiveness in Others Superiority vs. Equality • Superiority - “I’m better than you” belief • Equality - see others as having the same worth as human beings Certainty vs. Provisionalism • Certainty - regarding own opinions as absolutes • Provisionalism - willing to acknowledge others’ opinions and change stand if it seems reasonable Copyright © 2002 Thomson Learning, Inc. Defensiveness: Causes and Remedies Responding Non-defensively 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 © 2002 Thomson Learning, Inc. Defensiveness: Causes and Remedies Responding Non-defensively to Criticism Agree With The Critic • Agree with the facts • Agree with the critic’s perception* Copyright © 2002 Thomson Learning, Inc.
