creating a healthy communication climate in the workplace presented by: katherine e. oleson...
TRANSCRIPT
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?
Reference
Adler, Proctor & Towne. Looking Out, Looking In, 13th Edition (Thompson Wadsworth, 2010).