Chapter 7 Creating a Positive Communication Climate 7.1 Multiple Choice Questions 1) Now that Lindsey has a boyfriend, she has stopped making an effort to keep her female friends. Her best friend, Eileen tried to speak with Lindsey about this, but Lindsey has made it clear that she will spend all of her time with her boyfriend. Since Lindsey is no longer comfortable associating with Eileen, she will not answer her phone or accept text messages. What defense mechanism is Lindsey displaying? a) Reaction formation. b) Avoidance. c) Distancing. d) Psychological withdrawal. Answer: b Rationale: Lindsey's behavior of avoiding her female friends and spending all her time with her boyfriend to the point of ignoring her friends' attempts to contact her is an example of avoidance, a defense mechanism characterized by evading or ignoring situations or feelings that are uncomfortable or anxiety-inducing. 2) ________ communication is a person’s reaction, either verbal or nonverbal, to a communication situation in which he or she feels personally threatened or uncomfortable. a) Defensive b) Judgmental c) Supportive d) Hostile Answer: a Rationale: Defensive communication refers to a person's response, either verbally or nonverbally, to a communication situation in which they feel personally threatened or uncomfortable. This type of communication is often characterized by a defensive attitude or posture. 3) Sarna needs to ask Marvin a question. Marvin is an executive and considers Sarna to be “only” a clerk. Sarna fears that asking Marvin a question will result in Marvin becoming openly hostile toward Sarna. According to Jack Gibb, Marvin is displaying which type of defensive behavior? a) Equality b) Superiority c) Certainty d) Evaluation Answer: b Rationale: Marvin is displaying the defensive behavior of superiority, as he considers himself to be of higher status or importance than Sarna, which may lead to hostile behavior in response to Sarna's question due to his perceived superiority. 4) Using a one-sided solution to make another person conform to your way of thinking is a) control. b) strategy. c) certainty. d) neutrality. Answer: a Rationale: Using a one-sided solution to make another person conform to your way of thinking is an example of control, where one seeks to influence or manipulate others to comply with their beliefs or desires. 5) A biting sense of humor designed to keep people away and to maintain control of a situation is the defense mechanism known as a) avoidance. b) distancing. c) sarcasm. d) control. Answer: c Rationale: The defense mechanism described, a biting sense of humor used to keep people away and maintain control, is known as sarcasm. Sarcasm is a form of verbal irony used to mock or convey contempt. 6) Curt is eating dinner with his parents when they start to argue. They are saying hateful things to each other, yet Curt does not dare leave the table. Feeling trapped and uncomfortable, he stares down at his plate counting peas. Which defense mechanism is Curt demonstrating? a) Avoidance b) Distancing c) Psychological withdrawal d) Reaction formation Answer: c Rationale: Curt is demonstrating psychological withdrawal, a defense mechanism characterized by mentally withdrawing from a situation to avoid or cope with discomfort or stress, as he feels trapped and uncomfortable but does not physically leave the table. 7) People who know Paul always think he is mean-spirited and arrogant. Little did they know that his cold and aloof attitude is a defense mechanism because he is insecure and is afraid of being criticized. To protect himself, Paul is using the defense mechanism called a) avoidance. b) distancing. c) overly critical communication. d) reaction formation. Answer: d Rationale: Paul is using the defense mechanism of reaction formation, where one expresses feelings or behaviors that are the opposite of their true feelings or desires, to protect himself from his insecurities and fear of criticism by projecting a cold and aloof attitude. 8) The emotional atmosphere relating to the state of mind we bring with us when we engage in the act of communicating is known as a) the Gibb pairings. b) Provisionalism theory. c) the communication climate. d) the psychological climate. Answer: c Rationale: The emotional atmosphere relating to the state of mind we bring with us when we engage in the act of communicating is known as the communication climate. It refers to the overall feeling or mood of a communication exchange. 9) According to Gibb, a person who believes that his/her way is the only way to proceed has a high degree of _____. On the other hand, a person who is willing to explore new ideas and realizes that there can be an alternate solution shows _____. A) superiority/equality B) strategy/spontaneity C) certainty/provisionalism D) control/problem orientation Answer: c Rationale: According to Jack Gibb's defensive communication theory, a person who believes that their way is the only way to proceed demonstrates a high degree of certainty. Conversely, a person who is willing to explore new ideas and acknowledges that there can be alternate solutions shows a level of provisionalism. 10) The defense mechanism called _____ occurs when individuals judge the behavior of others; they compare the accomplishments of others to their own feelings of inadequacy and believe that by criticizing others, their own self-esteem will be enhanced. a) avoidance b) sarcasm c) outdoing others d) overly critical communication Answer: d Rationale: The defense mechanism described, where individuals judge the behavior of others, compare their accomplishments to their own feelings of inadequacy, and believe that criticizing others will enhance their own self-esteem, is known as overly critical communication. 11) Judging or criticizing the behavior of others is a defense mechanism known as a) sarcasm. b) reaction formation. c) overly critical communication. d) outdoing others. Answer: c Rationale: Overly critical communication is the defense mechanism described, where individuals judge or criticize the behavior of others, often as a way to deflect attention from their own insecurities or to bolster their own self-esteem. 12) Amy is furious! She has just found out that her boyfriend went to the car show on Valentine’s Day instead of taking her out for a romantic dinner. She wants to confront him and call him a good-for-nothing jerk. Instead, she calms down and explains to him how his actions hurt her. Amy used which Gibb pairing to communicate to her boyfriend? a) Strategy versus spontaneity b) Superiority versus equality c) Control versus problem orientation d) Evaluation versus description Answer: d Rationale: Amy used the Gibb pairing of evaluation versus description by explaining to her boyfriend how his actions hurt her instead of immediately judging or criticizing him. 13) Jack Gibb differentiates between two different types of communication climates. The climate in which one encourages a free and open interaction between individuals is called the A) defensive climate. B) evaluative climate. C) supportive climate. D) illustrative climate. Answer: C Rationale: Jack Gibb differentiates between a defensive communication climate and a supportive communication climate. In a supportive climate, individuals encourage a free and open interaction between each other, fostering understanding and trust. 14) An email that is insulting, mean-spirited, offensive, or makes the reader angry is called a (n) a) emoticon. b) flame. c) outrage. d) bomb. Answer: B Rationale: In online communication, an email that is insulting, mean-spirited, offensive, or makes the reader angry is often referred to as a "flame." 15) Debbie is Melanie’s age. Like Melanie, she went through a rebellious stage during her teens. There was considerable tension in her household, yet Debbie’s family did not assume that the problem was entirely hers. Instead, the whole family participated in counseling sessions. This is an example of taking what approach in Gibb’s pairings instead of control? a) Problem orientation b) Descriptive c) Strategy d) Spontaneity Answer: a Rationale: This is an example of taking a problem orientation approach in Gibb's pairings instead of control. Rather than assigning blame or controlling the situation, the family focused on addressing the underlying issues and finding solutions together. 16) According to the Gibb study, it is better to say what you feel than to prepare a script when trying to resolve a conflict. This pairing is known as a) evaluation versus description. b) control versus problem orientation. c) neutrality versus empathy. d) strategy versus spontaneity. Answer: d Rationale: This pairing is known as strategy versus spontaneity. It emphasizes the importance of being spontaneous and genuine in expressing feelings rather than following a scripted or controlled approach when resolving conflicts. 17) Annie has worked her way to the top at a major city newspaper and is now a top columnist. During her career, she experienced almost abusive treatment from supervisors who wanted to “put her in her place.” Now that she is in a position of authority, she feels it is important to treat others with respect. What Gibb pairing does Annie’s two experiences describe? a) Superiority versus equality b) Certainty versus provisionalism c) Strategy versus spontaneity d) Control versus problem orientation Answer: a Rationale: Annie's experiences describe the Gibb pairing of superiority versus equality. She experienced superiority from her abusive supervisors and now values equality and respect in her interactions with others. 18) The willingness to explore new ideas is known as ________ as opposed to certainty where one person believes that others cannot possibly contribute new knowledge to the situation. a) evaluative b) provisionalism c) descriptive d) controlling Answer: b Rationale: The willingness to explore new ideas is known as provisionalism, where one remains open to new perspectives and acknowledges that others can contribute new knowledge. This contrasts with certainty, where one believes that their own knowledge or perspective is the only valid one. 19) When he heard the jury’s guilty verdict, Jerry’s heart sank and he wanted to cry. Instead, he kept a stoic face and showed no emotion. This is an example of what type of defense mechanism? a) Reaction formation b) Psychological withdrawal c) Avoidance d) Distancing Answer: a Rationale: This is an example of reaction formation, a defense mechanism where an individual expresses feelings or behaviors that are the opposite of their true feelings, often to cope with uncomfortable or unacceptable emotions. 20) Which counteractive behavior to empathy contributes to a defensive climate? a) Control b) Superiority c) Certainty d) Neutrality Answer: d Rationale: Neutrality, as a counteractive behavior to empathy, can contribute to a defensive climate by creating a lack of emotional engagement or connection in communication, leading to misunderstandings or conflict. 7.2 Short Answer Questions 1) ________ is the defense mechanism displayed when we retreat from a problem in a relationship. Answer: Avoidance 2) ________ is when we behave contrary to the way we feel. Answer: Reaction formation 3) Brandon and Megan have been dating for two months. On their dates, they engage in safe, nonthreatening communication that involves little risk. This is known as ________. Answer: formula communication 4) Name at least five of the eight defense mechanisms listed in this chapter. Answer: The student should list five of the eight defense mechanisms in their answer. 1. Avoidance 2. Psychological withdrawal 3. Distancing 4. Reaction formation 5. Sarcasm 6. Outdoing others 7. Overly critical communication 8. Formula communication 5) According to ________, for every identified defensive behavior, there is a counteractive behavior that contributes to a supportive climate. Answer: Jack Gibb 6) Define a defensive climate, and provide some defensive behaviors from the Gibb pairings as examples. Answer: A defensive climate is one that inhibits interactions between individuals. From the Gibb pairings, evaluative, control, strategy, neutrality, superiority, and certainty are all from the defensive side of the pairing. 7) Define a supportive climate and provide some examples of supportive behaviors from the Gibb pairings. Answer: A supportive climate is one that encourages a free and open interaction between individuals. From the Gibb pairings, descriptive, problem orientation, spontaneity, empathy, equality, and provisionalism are all from the supportive side of the pairing. 8) The Gibb study identifies six pairings of behaviors that contribute to a defensive/supportive climate. Name the six pairs. Answer: 1. Evaluative vs. Descriptive 2. Control vs. Problem Orientation 3. Strategy vs. Spontaneity 4. Neutrality vs. Empathy 5. Superiority vs. Equality 6. Certainty vs. Provisionalism 9) Identify several guidelines to follow to avoid sending a defensive flame to an email. Answer: Students should identify several of the guidelines listed here: 1. Proofread 2. Allow some time to pass, reread, and review before pressing “send” 3. Never write anything you wouldn’t say in person 4. Remember that email is public not private communication 5. Ask yourself if email is the best way to send the message 6. Remember that email is devoid of some non-verbal communication components that help the receiver interpret the message like voice quality and facial expressions 10) Discuss, in two or three sentences, how stepping back can help when we encounter someone else’s defensive communication. Answer: Stepping back will allow us to reflect upon our relationships and the communication experiences we participate in, whether they are also defensive, so we can create a more positive climate. Stepping back will also help us if we start internalizing another’s defensiveness, thinking we’ve caused the defensiveness to begin with. We can also recognize another’s insecurities that may be the cause of their defensiveness, allowing us to detach so we do not become defensive in turn. 7.3 True/False Questions 1) Evan has no energy to break up with Linda. Although she has left several messages, he refuses to speak or meet with her. Evan is displaying distancing. Answer: False Rationale: Evan's behavior of avoiding the situation and refusing to communicate with Linda is more indicative of avoidance rather than distancing. Distancing involves creating emotional or physical space from a situation or person, while avoidance involves actively ignoring or evading the issue. 2) When we do not confront a problem and are convinced it will just go away by itself, then we are using avoidance. Answer: True Rationale: This statement accurately describes avoidance, which involves avoiding or ignoring a problem in the hopes that it will resolve itself without the need for confrontation or action. 3) A defensive climate encourages a free and open interaction between individuals. Answer: False Rationale: A defensive climate is characterized by tension, mistrust, and a lack of openness or willingness to communicate openly. It inhibits free and open interaction between individuals. 4) Although defensiveness is an understandable reaction to an uncomfortable situation, learning how to cope with defensive communication, both our own and that of others, can lead to greater confidence as a communicator. Answer: True Rationale: This statement is true. While defensiveness is a natural reaction to feeling threatened or uncomfortable, learning to manage and cope with defensive communication can improve communication skills and confidence in interpersonal interactions. 5) Meaningful communication is a result of increased understanding of defensiveness and leads to more meaningful relationships at home, work, and school. Answer: True Rationale: Understanding defensiveness can lead to more effective communication, which can in turn enhance relationships in various contexts such as home, work, and school. 6) Gorhan is in love with Cassandra and wants to move to her city, eight hours away from his hometown. Knowing his mother will react badly to this move, he writes out exactly what he wants to say. His plan backfired in part because he delivered his message in a stiff and unconvincing manner. According to Gibb, this defensive behavior is called control. Answer: False Rationale: Gorhan's behavior is more indicative of strategy, where he plans out his approach to a situation, rather than control, which involves attempting to dominate or manipulate others. 7) Reba is at a party and is feeling left out and awkward. Instead of retreating to a corner, Reba is laughing uncontrollably to hide how she really feels. Reba is using reaction formation. Answer: True Rationale: This statement describes reaction formation, a defense mechanism where a person behaves in a way that is the opposite of how they truly feel, often to hide or mask their true emotions. 8) A biting sense of humor designed to maintain control and keep people at a distance is called sarcasm. Answer: True Rationale: This statement accurately describes sarcasm, which involves using humor to mock or convey contempt, often to maintain control or keep others at a distance. 9) People communicate defensively in an attempt to protect their “public” self. Answer: True Rationale: Defensiveness in communication can stem from a desire to protect one's self-image or reputation, often referred to as the "public" self. 10) Talking about the weather, the color of paint, or whether the Bulls basketball team is in for a good season are examples of topics used in formula communication. Answer: True Rationale: Formula communication involves discussing safe or superficial topics, such as the weather or sports, rather than engaging in deeper or more meaningful conversations. 11) By keeping his commitment to usher at his ex-brother-in-law’s wedding but not mingling or socializing, Donald is using a defense mechanism known as psychological withdrawal. Answer: True Rationale: Psychological withdrawal involves mentally distancing oneself from a situation or event, often to avoid uncomfortable emotions or interactions. In this case, Donald is physically present but emotionally withdrawn from socializing, which aligns with psychological withdrawal. 12) Empathy implies indifference toward another individual, whereas neutrality is the ability to look at something from another’s perspective. Answer: False Rationale: Empathy involves understanding and sharing the feelings of another, while neutrality is the state of not taking sides or showing bias in a situation. Empathy requires emotional engagement, whereas neutrality is more about impartiality. 13) Gibb pairings are differentiated by physical, social, and psychological climates. Answer: False Rationale: Gibb's defensive communication theory identifies pairs of behaviors that either contribute to a defensive climate or a supportive climate in communication. These pairs include evaluation versus description, control versus problem orientation, strategy versus spontaneity, neutrality versus empathy, certainty versus provisionalism, and superiority versus equality. These pairs are not differentiated by physical, social, or psychological climates. 14) Outdoing others happens when you compete in a way that says you are better or when you are trying to top the achievement of another. Answer: True Rationale: Outdoing others, as described, involves competing or behaving in a way that seeks to demonstrate superiority or surpass the achievements of others. It can be a form of competitive behavior driven by a desire to prove oneself or gain recognition. 15) One guideline to follow in order to effectively avoid using email flaming as a defense mechanism is to send a copy of the email to yourself when you send your response. Answer: False Rationale: Sending a copy of the email to yourself when sending a response does not directly address or prevent email flaming, which refers to sending insulting or inflammatory emails. To avoid email flaming, it is more effective to carefully consider the content and tone of the email before sending, and to seek clarification or resolution in a constructive manner. 7.4 Matching Questions For the questions below, match the word or phrase with its meaning. a) A biting sense of humor designed to keep people at a distance and to maintain control in a situation b) Constantly topping the achievements of others c) Emotional atmosphere, which encourages a free and open interaction between individuals d) A defensive response that communicates “Do not get close to me!” e) We retreat from a problem in a relationship f) Behaving contrary to the way we really feel g) Emotional atmosphere, which inhibits interaction between individuals h) Feeling uncomfortable in a situation but feel forced to be physically present i) Verbally judging the behavior of others in an effort to enhance own self-esteem j) A means of making the other party conform to our way of thinking k) Engaging in safe, nonthreatening communication that involves little risk to the communicator 1) Avoidance 2) Distancing 3) Overly critical communication 4) Formula communication 5) Supportive climate 6) Outdoing others 7) Defensive climate 8) Psychological withdrawal 9) Reaction formation 10) Sarcasm Answers: 1) e 2) d 3) i 4) k 5) c 6) b 7) g 8) h 9) f 10) a 7.5 Essay Questions 1) Identify, define, and give an example of a defense mechanism that you personally use when communicating with others. Next, explain why you use the defense mechanism. Finally, explain how you can use supportive communication skills to minimize the use of the identified defense mechanism. Answer: Example response: When communicating with others, I often use overly critical communication. This defense mechanism occurs when the individuals judge the behavior of others by comparing the accomplishments of others to their own feelings of inadequacy. I believe that by criticizing others, my own self-esteem will be enhanced. The next time I want to use overly critical communication, I will instead describe my feelings instead of attacking the person’s actions or character. 2) Define distancing, avoidance, and psychological withdrawal. Give an example of each. Answer: Avoidance occurs when we retreat from a problem in a relationship. We are troubled about something, but we decide not to confront the problem or the person associated with the problem. For example, Huck thinks Brittany cheated on him. He wants the truth but doesn’t want a confrontation so he says nothing. Distancing, on the other hand, is a defensive response that communicates, “Do not get close to me.” It is our way of shielding or hiding our perceived weaknesses from others. For example, later on that month, Huck and Brittany break up, now neither of them is going to Friday night’s game in fear of seeing each other. Psychological withdrawal occurs when we feel terribly uncomfortable in a particular situation but at the same time feel forced to be physically present. For example, Huck and Brittany’s best friends, Ben and Sue, were present during the break up. The fight was terribly loud and uncomfortable, and they tried not to hear what was being said, but as the best friends, they felt like they needed to be physically present. 3) Ned received the following “flame” e-mail from Jean, a woman he has been dating for three months. “HOW DARE YOU STAND ME UP, YOU HORRIBLE &*#^!! I waited for you for three hours. You couldn’t have made me feel worse if you tried. Who do you think you are? ROT IN #@!&. Even better, I hope you meet the love of your life who treats you the same way you treat me. Have the worst life ever! Jean.” How should Ned respond? Write his response below. Answer: First of all, it would be more appropriate to have this discussion face-to-face, using the supportive, not defensive, communication skills discussed in the text. However, if a written response is the only option of communication, Ned should not become defensive and send an equally hateful e-mail in return. Instead, he needs to try to create a more positive communication climate. Instead of placing blame by using “you statements,” he should use “I statements.” For example, instead of “WHO DO YOU THINK YOU ARE! HOW DARE YOU INSULT ME!” he could say, “Jean, I am so sorry I stood you up last night. I realize I made you very angry and I meant you no disrespect. I wish you did not feel the need to attack me personally, as I did not mean to hurt you.” Another technique Ned could use is to detach himself from Jean’s defensiveness. By stepping back and analyzing her behavior, he reduces the chance of becoming defensive in return. 4) Explain the term “communication climate.” Define the two types of communication climates listed in your text. How can we prevent ourselves from communicating defensively? Answer: The communication climate is the emotional atmosphere. It determines the degree of comfort we experience while interacting with others. A supportive climate, according to Jack Gibb, is one that encourages a free and open interaction between individuals. A defensive climate inhibits the interaction between individuals. When interacting with another person who becomes defensive, we can prevent ourselves from communicating defensively by acknowledging the feelings of the other person. Also, if we begin to perceive ourselves as the cause of someone else’s defensiveness, then we can avoid internalizing the other person’s feelings. Finally, we can analyze another person’s behavior to find the cause of their defensiveness. In doing so, we reduce our chances of becoming defensive in return. 5) Identify all six of the “pairings” of behaviors that contribute to a defensive/supportive climate from the Gibb study, and explain three of the pairings in relation to their contribution to climate. Answer: The student should list all six pairings. Explanations for climate contribution are provided here for all pairings. Students should explain three. Gibb identified six behaviors that contribute to a defensive climate and paired these with a counteractive behavior that would contribute to a more supportive climate. These pairings are evaluation versus description, control versus problem orientation, strategy versus spontaneity, neutrality versus empathy, superiority versus equality, and certainty versus provisionalism. Evaluative behavior contributes to a defensive climate because its nature is judgmental. However, its counterpart, description, focuses on the observable behavior in a nonjudgmental way. Calling Holly messy is judgmental, much different than stating to Holly that a messy place is bothersome. Control assumes that there is only one acceptable way to view a problem and is a means to try and make another conform to that way, whereas problem orientation does not limit the adjustment to one party but all involved to work toward a resolution. Spontaneity is not only the counterpart to strategy but is the opposite as well. Spontaneity allows for a more open discussion whereas strategy involves a more scripted and pre-planned discussion, not taking into consideration the other’s individuality or frame-ofreference. Neutrality and empathy relate to our sense of caring for another. Neutrality is interpreted as indifference, whereas empathy strives to understand the other person’s feelings and position. Superiority is designed to intimidate, whereas equality is more supportive and leaves individual status out for the sake of open and free discussion. Finally, certainty does not allow for nor take another’s perspective into consideration. Provisionalism allows for the opportunity to explore new ideas and additional ways to look at a situation that certainty does not. Test Bank for Communication: Embracing Difference Daniel M. Dunn, Lisa J. Goodnight 9780205943661, 9780205865635, 9781269602877
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