Dropbox 3

Blair 1
Aria Blair
Dr. Jessica McKinley
Interpersonal Communication
December 4, 2020
Communication Climate Change
Communication climate can be a useful way to explore some of the complexities
of interpersonal communication. Using an understanding of communication climates
and conflict management strategies, I will be examining an example interaction between
a hypothetical person, and their pharmacist. This person has been waiting for over an
hour and must return to work soon. The interaction between the two goes as follows:
You: “Hello. I have been waiting to pick up my prescription for over an hour. I was
told it would be ready to go more than an hour ago. Can you please let me know when
my prescription will be ready?”
Front Desk Receptionist: “We are busy and there have been a lot of prescriptions to fill
today.”
Customer: “I understand that the pharmacists are busy and that you have a lot of
prescriptions today. I would just like to know an estimate on when my prescription
will be ready. I need to let my work know when I plan to return.”
Front Desk Receptionist: “I don’t have time for this. I am very busy. There is no way I
can give you any kind of estimate. This is what happens when you do not plan
properly.”
Blair 2
After analysis, it is clear that the receptionist used a competitive conflict strategy to
communicate and used a wide array of defensive-provoking behaviors such as
Evaluation, Control, Neutrality, Superiority, and Certainty. Changing the script so that
the receptionist uses another conflict strategy as well as supportive behaviors would
dramatically change the communication climate for the better.
In the above example, I stated that the receptionist used a competitive conflict
strategy when speaking with the customer. To support this claim, it’s important to know
just what that means. This approach “involves high concern for self and low concern for
others.” (Adler et. Al, 2018) The receptionist was unwilling to work with the customer,
resolving the situation by asserting that there would be no possible way for them to
accommodate the customer. There was no compromise or accommodation, and
certainly everyone didn’t walk away with their goals fulfilled. This also wasn’t avoidance,
as the receptionist directly addressed the issue.
The receptionist’s speech made the customer feel very defensive, in part because
their dialogue included nearly all of the six defense-provoking behaviors outlined in the
Gibb’s model. They used Evaluation, which is when someone judges another person in a
negative way (Adler et. Al, 2018). This was the statement “This is what happens when
you do not plan properly” They used Control, which is when a person imposes a solution
upon another with little regard for the other person (Adler et. Al, 2018). They used
neutrality as opposed to empathy, which is usually characterized by indifference to the
customer’s situation (Adler et. Al, 2018). They used superiority, or patronizing messages
(Adler et. Al, 2018), asserting that their time was far more important than the
customer’s. Finally, they used certainty, which is the practice of insisting that one has all
Blair 3
of the information and does not need to consider additional facts (Adler et. Al, 2018). All
of these behaviors individually would provoke defensiveness, which is the natural
response for a party to save face when regarding challenges to their character (Adler et.
Al, 2018).
For a more constructive, supportive interaction, the most useful supportive
strategies in this example would be empathy and problem orientation. Empathy is the
practice of showing care for the feelings of another. (Adler et. Al, 2018) This would set
the customer at ease, with the knowledge that their concerns are heard and understood.
With problem orientation, “…communicators focus on finding a solution that satisfies
both of their own needs and those of the other partners involved.” (Adler et. Al, 2018)
This shifts the conflict strategy from competition, where the receptionist refuses to help
the customer at all, to a situation where the receptionist will try to find the best solution
for all parties, even if that solution isn’t necessarily the suggested one by the customer.
To demonstrate an adapted dialogue with supportive climate in mind, here is an
edited example. You:
“Hello. I have been waiting to pick up my prescription for over an hour. I was told it
would be ready to go more than an hour ago. Can you please let me know when my
prescription will be ready?”
Front Desk Receptionist: “I’m sorry about your wait, and I understand how
frustrating that must be. Unfortunately, we are extremely busy right now, but we are
trying our best.”

Blair 4
Customer: “I understand that the pharmacists are busy and that you have a lot of
prescriptions today. I would just like to know an estimate on when my prescription
will be ready. I need to let my work know when I plan to return.”
Front Desk Receptionist: “I don’t think I can give you an accurate estimate, but if you’d
like, I can make a note to call you when it’s ready, as well as make sure this doesn’t
happen in the future.”
In order for this to really change to a supportive climate, nonverbal and verbal ques
have to match. The receptionist would need to address their body language, and the tone
of their voice to express empathy and concern. This is known as paralanguage, or how
the message is spoken (Adler et. Al, 2018). Adapting the content of their language would
help too. In the example, I used softer phrases like “I don’t think.” This would put the
receptionist at a weaker position in an argument, but in this case, it softens her
information and expresses care, humility, and politeness. Politeness usually requires a
less forceful approach and allows both parties to save face in a conflict (Adler et. Al,
2018).
It is important not to forget to empathize with the receptionist’s perspective.
They are extremely busy, and this customer seemed to be upset from the start. This is
why it’s important to pay attention to supportive vs. defensive behaviors, as making the
customer defensive only escalates the conflict. Creating a supportive climate is
important to maintain a happy relationship, as well as decreasing everyone’s stress.

Blair 5
Works Cited
Adler, Ronald B., et al. Interplay: the Process of Interpersonal Communication. Oxford
University Press, 2018.

Dropbox 3

Uploaded by

Copyright:

Available Formats

Dropbox 3

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Dropbox 3

Uploaded by

Copyright:

Available Formats

Blair 1

Dr. Jessica McKinley

Communication Climate Change

Communication climate can be a useful way to explore some of the complexities

of interpersonal communication. Using an understanding of communication climates

and conflict management strategies, I will be examining an example interaction between

my prescription will be ready?”

prescriptions today. I would just like to know an estimate on when my prescription

will be ready. I need to let my work know when I plan to return.”

communicate and used a wide array of defensive-provoking behaviors such as

dramatically change the communication climate for the better.

accommodate the customer. There was no compromise or accommodation, and

as the receptionist directly addressed the issue.

neutrality as opposed to empathy, which is usually characterized by indifference to the

of these behaviors individually would provoke defensiveness, which is the natural

For a more constructive, supportive interaction, the most useful supportive

With problem orientation, “…communicators focus on finding a solution that satisfies

To demonstrate an adapted dialogue with supportive climate in mind, here is an

edited example. You:

prescription will be ready?”

trying our best.”

prescriptions today. I would just like to know an estimate on when my prescription

will be ready. I need to let my work know when I plan to return.”

happen in the future.”

receptionist at a weaker position in an argument, but in this case, it softens her

It is important not to forget to empathize with the receptionist’s perspective.

customer defensive only escalates the conflict. Creating a supportive climate is

important to maintain a happy relationship, as well as decreasing everyone’s stress.

You might also like