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