creating a healthy communication climate in the workplace presented by: katherine e. oleson...

Creating a Healthy Communication Climate

in the Workplace

Presented by:Katherine E. Oleson

Communication Studies DepartmentBellevue College

Communication Climate

How can you individually & collectivelysupportencourageparticipate in/contribute to

…a healthy communication climate in the workplace?

Today

Reflect upon your goals, responsibilities and current workplace communication climate

Identify impact of interactions on workplace communication climate

Examine supportive and defensive language

Consider language use & its impact on workplace communication climate

Reflection

What are your primary workplace responsibilities?

Tasks to complete, regulations to follow

Relationships to maintain

Let’s consider relationships…

relationships are constantly changing

relationships are affected by culture

relationships require maintenance

relationships require commitment

Communication Climate

how you feel about others in a relationship

Using a weather metaphor, how would you describe the communication climate in your workplace?

Communication Climate

Think to yourself…

Would you like the climate you have described to change? In what specific way(s)?

What would you like to continue/enhance? Why?

Communication Climate

“Research confirms that positive communication climates lead to increased job satisfaction.” (Adler, 2010)

1. praise & encouragement- feel valued when work is recognized

2. open communication- opportunities to give & get feedback,

make suggestions, voice concerns

Communication Climate

• People can change the communication climates in their relationships.

• Shaped by degree to which we believe we are valued by others in a relationship.

• Intentional or unintentional messages.

• “It isn’t what we communicate about that shapes a relational climate as much as how we speak and act toward one another.” (Adler, 2010)

Communication Climate: Respect & Value

Content & relational messages

Disconfirming & confirming messages

Disconfirming – lack of regard/disrespect Ignoring, interrupting, impersonal response,

aggressive attacks

Confirming messages – value/respect Recognition, acknowledgement, endorsement

Confirming messages

convey value

recognition (say hello, return messages, eye contact)

acknowledgment (listening, asking questions, asking for opinions)

endorsement (compliment, agree with another’s ideas or find ideas important, “I can see why you...”, nodding head)

Application – Value & Respect

What do you do to set up a confirming climate in your workplace? How do you communicate value and respect? Be specific.

How satisfied are you with your current approach?

What do you find challenging? Why?

Communication climate

all messages & interactions contribute to the overall climate of a relationship

constantly collectively & individually establishing relationships

Challenging Situations

What happens if we perceive disconfirming messages & feel disrespected?

May use defensive language & other behaviors to protect self/face

Long-term & short-term impact

May use non-defensive responses

Preventing Defensiveness In Others

show respect

lessen level of threat & defensiveness

face-honoring relational messages

perspective taking

Defensive & supportive language – Gibb Categories

Defensive SupportiveEvaluation Description

Control Problem-orientation

Strategy (Manipulation) Spontaneity (Assertiveness)

Neutrality (Indifference) Empathy

Superiority Equality

Certainty Provisionalism

Adler, 2010

Gibb Categories

Defensive Supportive

Evaluation

“You don’t know what you’re talking about.”

Description

“I don’t understand why you chose that approach.”

Gibb Categories

Defensive SupportiveControl

“There’s only one way to handle this problem…”

“What you need to do is…”

Problem-orientation

“It looks like we have a problem. Let’s work out a solution we can both live with.”

“Let’s brainstorm some ideas to address your concern.”

Gibb Categories

Defensive SupportiveStrategy (Manipulation)

“What are you doing right now?”

Spontaneity (Assertiveness)

“We have several boxes that need to be moved into storage. Can you give me a hand?”

Gibb Categories

Defensive Supportive

Neutrality (Indifference)

“Sometimes things just don’t work out. That’s the way it goes.”

Empathy

“I know you were relying on having coverage available on Thursday.”

Gibb Categories

Defensive SupportiveSuperiority

“You don’t know what you’re talking about.”

“No, that’s not the right way to do it!”

Equality

“I see it a different way.”

“If you want, I can share with you a way that has worked for me.”

Gibb Categories

Defensive SupportiveCertainty

“That will never work!”

“You don’t know what you’re talking about!”

Provisionalism

“I think you’ll run into problems with that approach.”

“I’ve never heard anything like that before. Where did you hear it?”

Defensive & supportive language

Defensive SupportiveEvaluation Description

Control Problem-orientation

Strategy (Manipulation) Spontaneity (Assertiveness)

Neutrality (Indifference) Empathy

Superiority Equality

Certainty Provisionalism

Adler, 2010

Reflection questions

Which supportive behavior(s) do you already use on a regular basis?

Which do you think you are most likely to implement in your interactions? How could doing so be beneficial?

Which factors come into play that impact this type of language use?

Scenarios – How might you react?

“I don’t understand what you are saying, and, I don’t have time to listen to your explanation.”

“Don’t you even understand the difference between these two systems?!”

“Katherine sure seems to take a lot of sick-leave.”

“I don’t have time for this right now.”

“I was able to learn the system without any training, so you’ll just need to do the same.”

Scenarios

Identify a situation that you have recently experienced.

What defensive or supportive language did you use? The other party?

What can you learn from that experience & these tools? Be specific.

Criticism & Concerns

When someone criticizes you, how do you react? Why?

What options do you have when responding to criticism/concern brought to your attention?

Responding non-defensively 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

agree with the critic– agree with the facts– agree with the critic’s perception

Role playing

Co-worker: “What you’re doing isn’t working. What you need to do is tell Sharon that you need more training.”

Response: How might you respond non-defensively?

What’s next?

How can you individually & collectivelysupportencourageparticipate in/contribute to

…a healthy communication climate in the workplace?

Questions &/or comments?

Katherine E. OlesonCommunication Studies Department

koleson@bellevuecollege.edu

Reference

Adler, Proctor & Towne. Looking Out, Looking In, 13th Edition (Thompson Wadsworth, 2010).