1. Copyright © 2002 Thomson Learning, Inc. Chapter 9: Improving Communication Climates Presentation prepared by Dr. Michael Pearson, Gretchen Gill, and Tim Scanlon of West Chester University PowerPoint Presentation to accompany Looking Out, Looking In, Tenth Edition 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: 1-800-730-2214Fax: 1-800-730-2215 Web: www.thomsonrights.com

2. Copyright © 2002 Thomson Learning, Inc. CHAPTER 9 Improving Communication Climates

3. Copyright © 2002 Thomson Learning, Inc. Improving Communication Climates Communication Climate: The Key to Positive Relationships Defensiveness: Causes and Remedies Responding Non-defensively to Criticism

4. 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

5. 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: Verbal Abuse Complaining Impervious Response Interrupting Irrelevant Tangential Impersonal Ambiguous Incongruous

6. Copyright © 2002 Thomson Learning, Inc. 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

7. Copyright © 2002 Thomson Learning, Inc. Defensiveness: Causes and Remedies Defensiveness – process of protecting our presenting self, our face. Cognitive Dissonance - an inconsistency between two conflicting pieces of information, attitudes, or behavior Face-Threatening Acts - messages that seem to challenge the image we want to project Types of Defensive Reactions Defense Mechanisms - psychological devices that resolve dissonance by maintaining a positive presenting image

8. Copyright © 2002 Thomson Learning, Inc. Defensiveness: Causes and Remedies Attacking the Critic Sarcasm - less direct form of aggression Verbal Aggression - assaulting the critic directly Types of Defensive Reactions Rationalization - logical but untrue explanations of behavior that is unacceptable to the self Distorting Critical Information Compensation - emphasizing a strength in one area to cover up a weakness in another Regression – claiming you can’t do something

9. Copyright © 2002 Thomson Learning, Inc. Defensiveness: Causes and Remedies Avoiding Dissonant Information Repression – mentally blocking out dissonant information Physical Avoidance Types of Defensive Reactions 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

10. Copyright © 2002 Thomson Learning, Inc. Evaluation vs. Description Evaluation - defensive behavior; “you” language Gibb categories - six types of defense-arousing communication and six contrasting behaviors that reduce the level of threat and defensiveness by conveying face- honoring relational messages of respect Preventing Defensiveness in Others Descriptive - focuses on the speaker’s thoughts and feelings instead of judging the other person Defensiveness: Causes and Remedies

11. Copyright © 2002 Thomson Learning, Inc. Control vs. Problem Orientation Controlling - sender seems to impose a solution on the receiver Neutrality - disconfirming and indifferent attitude; lack of concern Preventing Defensiveness in Others Problem Orientation - finding a solution that satisfies all parties Neutrality vs. Empathy Empathy - putting oneself in another’s place Defensiveness: Causes and Remedies

12. Copyright © 2002 Thomson Learning, Inc. Superiority vs. Equality Superiority - “I’m better than you” belief Certainty - regarding own opinions as absolutes Preventing Defensiveness in Others Equality - see others as having the same worth as human beings Certainty vs. Provisionalism Provisionalism - willing to acknowledge others’ opinions and change stand if it seems reasonable Defensiveness: Causes and Remedies

13. Copyright © 2002 Thomson Learning, Inc. 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 Non-defensively to Criticism Defensiveness: Causes and Remedies

14. Copyright © 2002 Thomson Learning, Inc. Agree with the facts Responding Non-defensively to Criticism Agree With The Critic Agree with the critic’s perception* Defensiveness: Causes and Remedies