Page 152 - DMGT519_Conflict Management and Negotiation Skills

Conflict Management and Negotiation Skills

Notes communication can create barriers and conflicts within an organization and make it difficult to
accomplish tasks

Subordinate Defensiveness

Subordinate defensiveness is withdrawing behavior and the attitude of the individual is
commonly “you are right, and I am wrong.” These individuals do not accurately show their
thoughts and feelings and can have a low self-esteem. This kind of behavior can seem passive on
the outside; however, the behavior fuels with hostility on the inside. Passive aggressive behavior
for example is a form of defensiveness that begins as subordinate defensiveness and ends up as
dominant defensive.

Dominant Defensiveness

Dominant defensiveness is an offensive behavior pattern with aggression and attacking attitudes.
For example, people who are higher up on the ladder often want to get their point across but fail
to do it accurately. Instead, they resort to telling people how to accomplish something with no
room for support or advice. The attitude of the individual is commonly, “I am right and you are
wrong.”

Defensive Tactics

To act out the defensive communication, defensive tactics are used. Examples are labeling, put
downs, deception, or hostile jokes. Not only are these defensive tactics but they will receive
defensive responses.
Non-defensive Communication

Non-defensive communication is an assertive, direct, and powerful form of communication. It
can open communication lines and help achieve goals quickly and appropriately. This kind of
communication shows self-control, helps others to understand you in working situations, and
helps to reduce negative responses. Assertiveness is a key aspect in non-defensive communication
because it is an accurate and informative statement. Additionally, it is self-affirming and gets
your point across without seeming demanding.

Non-verbal Communication

Non-verbal communication includes all the elements of communication that do not involve
words or speech. It involves how you move your body, eyes, mouth, the expressions that you
make, and all other ways of communicating without speaking. Non-verbal communication
varies greatly with culture.
Proxemics

Proxemics deals with our territory, and the space around us. We form barriers and need a certain
amount of space between us and other people in order to feel comfortable. We will be very close
with our loved ones- with whom we have an intimate or personal relationship. Next, our
friends will be farther away, followed by associates and acquaintances, and finally strangers or
the public will be held at the farthest distance.

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