Chapter 7 Creating Communication Climates

- LEVELS OF CONFIRMATION AND DISCOMFIRMATION

3 levels of confirmation that affects climates: recognition, acknowledgement, endorsement..

RECOGNITION - the most basic form of interpersonal confirmation by verbal/nonverbal behavior

ACKNOWLEDGEMENT - attentiveness to what a person feels, thinks or says

ENDORSEMENT - accepting a person's feelings or thoughts

- DEFENSIVE AND SUPPORTIVE CLIMATES

1. Evaluation --> Description
2. Certainty --> Provisionalism (willingness to consider alternative positions)
3. Strategy --> Spontaneity (honest, open)
4. Control --> Problem Orientation (Reduce Conflicts)
5. Neutrality --> Empathy
6. Superiority (feel on guard with people) --> Equality

- CONFLICT can be Overt (express differences in a straight-forward manner) / Covert (express indirectly)

- FOUR KEY COMPONENTS OF THE CONFLICT PROCESS

1. Conflict of interest - different goals, interest, views
2. Conflict of orientation - win-win, win-lose, lose-lose
3. Conflict of Response - Exit(I dont want to talk about it) , Neglect (denies a serious issue exists), Loyalty, Voice
4. Conflict Outcomes

- GUIDELINES

1. Communicate in ways that confirm others
2. Confirm Yourself
3. Respect diversity among people
4. Time Conflict effectively
5. Show grace when appropriate