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Looking Out/Looking In Eleventh Edition

Looking Out/Looking In Eleventh Edition. Chapter Nine: Improving Communication Climates. Ronald B. Adler, Russell F. Proctor II, and Neil Towne. Improving Communication Climates. Communication Climate: Confirming Communication. Recognition Acknowledgement Endorsement.

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Looking Out/Looking In Eleventh Edition

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  1. Looking Out/Looking InEleventh Edition Chapter Nine: ImprovingCommunication Climates Ronald B. Adler, Russell F. Proctor II, and Neil Towne

  2. Improving Communication Climates

  3. Communication Climate:Confirming Communication • Recognition • Acknowledgement • Endorsement

  4. 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

  5. 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

  6. Communication Climate:How Communication Climates Develop • Escalatory Conflict Spirals • De-Escalatory Conflict Spirals

  7. Defensiveness: Causes & Remedies • Causes: Face-Threatening Acts

  8. Defensiveness: Causes & RemediesTypes 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

  9. Defensiveness: Causes & RemediesTypes of Defensive Reactions Distorting Critical Information • Rationalization • Compensation • Regression

  10. Question: Gregor confronts his roommate, Patrick, with a complaint, “Pat, you haven’t taken out the trash or done any dishes in weeks. It’s starting to bug me.” Patrick knows he hasn’t done much around the house but he doesn’t want Gregor to think poorly of him. He makes up an explanation and responds, “Yeah, sorry about that, but I think I’ve been coming down with something.” Patrick’s response is an example of: a. rationalization b. compensation c. repression d. regression

  11. Defensiveness: Causes & RemediesTypes of Defensive Reactions Avoiding Dissonant Information • Physical Avoidance • Repression • Apathy • Displacement

  12. Defensiveness: Causes & RemediesPreventing Defensiveness in Others • Evaluation Versus Description • Control Versus Problem Orientation • Strategy Versus Spontaneity • Neutrality Versus Empathy • Superiority Versus Equality • Certainty Versus Provisionalism

  13. Defensiveness: Causes & RemediesSaving Face The Clear Message Format • Behavioral Description • Interpretation • Feeling • Consequence • Intention

  14. Question: What is missing from this clear message? “The other day when you left the office door open, I thought you were being careless about our agreement. I’m frustrated because my personal belongings could be stolen from my desk.” a. It does not describe behavior. b. It does not describe your interpretation of the behavior. c. It does not describe your intention. d. Nothing is missing from this clear message.

  15. Seek More Information Agree with the Critic Defensiveness: Causes & RemediesResponding Nondefensively to Criticism

  16. 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

  17. Responding Nondefensively to Criticism - Agree with the Critic • Agree with the Facts • Agree with the Critic’s Perception

  18. Question: Agreeing with the critic involves: a. Agreeing with facts that are correct, even if they portray your behavior in a negative light b. Agreeing that the critic should try to see things your way c. Apologizing and verbally agreeing with the critic’s evaluation of your behavior, even if you don’t really believe it yourself d. All of the above

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