4. Communication Climate
• Quality of personal relationships in an org.
– Respected, trust one another, appreciated
• Individual relationships have microclimate
– Feelings about tasks and each other
• People believe they are valued
– Positive climate
– Messages that express feelings of value: confirming
– vs. disconfirming
5. Ways to promote “confirming” climate
Use descriptive “I” language
Focus on solving problem, not controlling others
Be honest: don’t manipulate
Show concern for others
Demonstrate an attitude of equality
Listen with an open mind
6. Giving Praise (tips)
Make praise specific
Praise progress, not just perfection
Praise intermittently
Relay praise
Praise sincerely
8. Offering Constructive Criticism
• Consider the content • Consider the context
– Limit c. to one topic – Deliver remarks as part
– Make sure c. is accurate of a positive relationship
– Define the problem – Accept partial
clearly responsibility of problem
– Show how your c. can – Accompany your c. with
benefit recipient an offer to help
• Consider the sender • Consider the delivery
– Choose most credible – Deliver c. in a face-
critic saving manner
– Make sure criticism is – Avoid sounding
appropriate to critic’s judgmental
role
9. Responding non-defensively to
C.
• Seek more information
– Ask for examples or clarification
– Guess about details of the c.
– Paraphrase the critic
– Ask what the critic wants
• Agree with the criticism
– Agree with the facts
– Agree with the critic’s perception
11. Benefits
Ventilate frustrations
Solve troublesome problems
Promote group loyalty and cohesiveness
Make progress towards mutual goal
Draw people closer
12. Approaches to conflict
• Avoiding
– Physical or psychological
• Accommodating
– Giving up your original position
• Competing
– Bargaining approach, power-based approach
• Collaborating
– Working together to resolve conflict, assuming
possible
• Compromising
– Each party sacrifices something.. Middle-range
13. Handling Conflict Assertively
• Prepare:
– Identify the goal you are seeking
– Choose the best time to speak
– Rehearse the statement
• Deliver:
– Pinpoint the specific behavior
– Explain your reaction – interpretation, feelings
– Make a request
– Describe the consequences – tangible, intangible
15. Approaches
Bargaining
assumption that only one side can reach its goals
Done out of self-defense or conflict
Info about other party is most powerful asset
Lose-Lose
Compromise
When disputed resources are limited or scarce
Win-Win
Steps: identify needs, brainstorm, evaluate
alternatives, implement, follow-up
16. Which Style to Use
Win-Win or Bargaining?
Cooperation vs. competition
Power vs. trust
Distorted vs. open communication
Self-centered vs. mutual concern
