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communication_climate.pptLooking Out/Looking In Fourteenth Edition
10
Improving Communication
Climates
CHAPTER TOPICS
- Communication Climate and Confirming Messages
- Defensiveness: Causes and Remedies
- Saving Face
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IMPROVING COMMUNICATION CLIMATES
Communication Climate and Confirming Messages
- Communication Climate
- Refers to the emotional tone of a relationship
- Levels of Message Confirmation
- Confirming communication
- Describes messages that convey valuing
- Disconfirming Communication
- Describes messages that show a lack of regard
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IMPROVING COMMUNICATION CLIMATES
Communication Climate and Confirming Messages
- Disconfirming Messages
- Impervious Responses
- Doesn’t acknowledge the other person’s message
- Interrupting
- Beginning to speak before the other person has finished
- Irrelevant Responses
- A comment unrelated to what the other person has just said
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IMPROVING COMMUNICATION CLIMATES
Communication Climate and Confirming Messages
- Disconfirming Messages
- Tangential Responses
- Impersonal Responses
- Ambiguous Responses
- Incongruous Responses
- Contains two messages that deny or contradict each other
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IMPROVING COMMUNICATION CLIMATES
Communication Climate and Confirming Messages
- Disagreeing Messages
- Aggressiveness
- Complaining
- Argumentativeness
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IMPROVING COMMUNICATION CLIMATES
Communication Climate and Confirming Messages
- Confirming Messages
- Recognition
- Acknowledgement
- Endorsement
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IMPROVING COMMUNICATION CLIMATES
Communication Climate and Confirming Messages
- How Communication Climates Develop
- When two people start to communicate, a relational climate begins to develop
- Verbal and nonverbal communication can be climate-shaping
- After a climate is formed, it can take on a life of its own and become a self-perpetuating spiral
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IMPROVING COMMUNICATION CLIMATES
Communication Climate and Confirming Messages
- Spirals
- A reciprocating communication pattern in which each person’s message reinforces the others
- Escalatory conflict spirals
- De-escalatory conflict spirals
- Rarely go on indefinitely
- Most relationships pass through cycles of progression and regression
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IMPROVING COMMUNICATION CLIMATES
Defensiveness: Causes and Remedies
- Face-Threatening Acts
- Messages that seem to challenge the image we want to project
- Defensiveness becomes the process of protecting our presenting self, our face
- Preventing Defensiveness in Others
- Jack Gibb isolated six types of defense-arousing communication and six contrasting behaviors
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IMPROVING COMMUNICATION CLIMATES
Defensiveness: Causes and Remedies
- The Gibb Categories of Defensive and Supportive Behaviors
Table 10.3
| Defensive Behaviors | Supportive Behaviors |
| 1. Evaluation | 1. Description |
| 2. Control | 2. Problem Orientation |
| 3. Strategy | 3. Spontaneity |
| 4. Neutrality | 4. Empathy |
| 5. Superiority | 5. Equality |
| 6. Certainty | 6. Provisionalism |
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IMPROVING COMMUNICATION CLIMATES
Defensiveness: Causes and Remedies
- Gibb Categories
- Evaluation versus Description
- Control versus Problem Orientation
- Strategy versus Spontaneity
- Neutrality versus Empathy
- Superiority versus Equality
- Certainty versus Provisionalism
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IMPROVING COMMUNICATION CLIMATES
Saving Face
- The Assertive Message Format
- The five parts of the assertive message
- Behavior
- Interpretation
- Feeling
- Consequence
- Intention
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IMPROVING COMMUNICATION CLIMATES
Saving Face
- The Assertive Message Format
- Behavior
- Describes the raw material to which you react
- Description should be objective
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IMPROVING COMMUNICATION CLIMATES
Saving Face
- The Assertive Message Format
- Interpretation
- Describes the meaning you’ve attached to the other person’s behavior
- Important to realize is that interpretations are subjective
- Problems occur when sender fails to describe behavior on which interpretation is based
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IMPROVING COMMUNICATION CLIMATES
Saving Face
- The Assertive Message Format
- Feeling
- Adds a new dimension to a message
- Some statements seem as if they’re expressing feeling but are actually expressing interpretations or statements of intention
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IMPROVING COMMUNICATION CLIMATES
Saving Face
- The Assertive Message Format
- Consequence
- Explains what happens as a result of the situation you’ve described
- What happens to you, the speaker
- What happens to the person you’re addressing
- What happens to others
- Valuable
- Help you understand more clearly
- Can be sure you or your message leaves nothing to listener’s imagination
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IMPROVING COMMUNICATION CLIMATES
Saving Face
- The Assertive Message Format
- Intention
- Can communicate three kinds of messages
- Where you stand on an issue
- Requests of others
- Descriptions of how you plan to act in the future
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IMPROVING COMMUNICATION CLIMATES
Saving Face
- Using the Assertive Message Format
- The elements may be delivered in mixed order
- Word the message to suit your personal style
- When appropriate, combine two elements in a single phrase
- Take your time delivering the message
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IMPROVING COMMUNICATION CLIMATES
Saving Face
- 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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IMPROVING COMMUNICATION CLIMATES
Saving Face
- Responding Nondefensively to Criticism
- Agree with the critic
- Agree with the facts
- Agree with the critic's perception
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IMPROVING COMMUNICATION CLIMATES
Chapter Review
- Communication Climate and Confirming Messages
- Defensiveness: Causes and Remedies
- Saving Face
