Tricia S. Jones, Temple University, copyright protect, March 2006

Defensive Communication

Competitive or hostile climates are often maintained through defensive communication (when we are defensive or make the other defensive)

A person is defensive when she/he perceives or anticipates a threat to face or the relational definition by an other

Defensiveness stimulates defensiveness in the other which can create a spiral of escalating protectionism

Tricia S. Jones, Temple University, copyright protect, March 2006

Defensive vs. Supportive

An alternative to Defensive communication is Supportive communication. Gibb outlined 6 ways one can communicate either defensively or supportively: Defensive Supportive

1. Evaluation vs. Description2. Control vs. Problem Orientation3. Strategy vs. Spontaneity4. Neutrality vs. Empathy5. Superiority vs. Equality6. Certainty vs. Provisionalism

Tricia S. Jones, Temple University, copyright protect, March 2006

Defensive vs. Supportive

Evaluation vs. Description Evaluative language judges,

quantifies, or accuses– “YOU” language

Descriptive language focuses on the speaker’s perceptions– “I” language

Tricia S. Jones, Temple University, copyright protect, March 2006

Control messages impose one person’s views on an other without concern or interest in what the other thinks or feels

Problem orientation signals respect and the desire to make a decision or find an agreeable solution

Defensive vs. Supportive

Control vs. Problem Orientation

Tricia S. Jones, Temple University, copyright protect, March 2006

Strategic communication refers to a speaker with an agenda or ulterior motive

Spontaneity, in the sense of honest and forthright communication, refers to a speaker who shares thoughts and feelings openly

Defensive vs. SupportiveStrategy vs. Spontaneity

Tricia S. Jones, Temple University, copyright protect, March 2006

Neutral communication does NOT offer a diplomatic point of view on an issue –it conveys indifference to the other

Empathy involves understanding and appreciating the other’s feelings

Defensive vs. Supportive

Neutrality vs. Empathy

Tricia S. Jones, Temple University, copyright protect, March 2006

Superior communication sends the message that all others are inferior or inadequate in some way, therefore, the speaker has no interest in what they might say

Equality in communication sends the message that the other is valued and worthy as a human being

Defensive vs. Supportive

Superiority vs. Equality

Tricia S. Jones, Temple University, copyright protect, March 2006

Certainty: People who believe they are right and communicate this clearly incite defensiveness in others because they come across as narrow-minded and unwilling to listen to another point of view

Provisional communication involves acknowledging other points of view– “I may not agree, but you’re entitled to your

own opinion.”

Defensive vs. Supportive

Certainty vs. Provisionalism