„‚ CONDITIONS THAT HINDER EFFECTIVE COMMUNICATION

Evaluation
If Wheeler continues to question the validity of Russell’s request, one or both of them
will inwardly or outwardly become critical of the other. Their dialogue may appear calm
and friendly; they may or may not be aware of their own judgmental feelings, but these
feelings will be obvious. The longer the conversation goes on, the greater their
frustration will become until each begins to evaluate the other as stubborn,
unreasonable, or downright stupid.
Strategy
As the conversation progresses, each will strategize and prepare rebuttals while the other
is speaking. Energy will be focused on winning and overcoming rather than on listening
and problem solving.
Superiority
One or both of the speakers will begin to feel superior to the other. Inwardly or outwardly
each will start to question why the other cannot see the logic or “correctness” of
his or her views and begin to think of the other as being inferior in intelligence and
savvy.
Certainty
The energy of their arguments will lock the opponents into the correctness of their
original views. Any feeling of tentativeness either may have had about his or her
position gradually will be replaced with convictions of certainty.
We can predict that eventually one of the parties will withdraw or capitulate, that a
compromise will be negotiated, or that the individuals involved will leave in anger.
Regardless of the outcome, their feelings about each other are likely to be negative; and
commitment to following through with agreed-on action will be low. In all likelihood,
their feelings about each other will be manifest in future encounters. The “loser” will
admit to having lost the battle, but not the war.
SUPPORTIVE COMMUNICATION
The dominant goal underlying supportive communication climates is understanding.
Supportive communication climates often facilitate a synergistic resolution to conflict.
Synergy describes outcomes that combine elements of contrasting positions into a new
and meaningful solution that satisfies the needs of both (a win-win situation). It differs
from compromise wherein each receives only part of what is desired (a lose-lose
strategy), because the emphasis is on integration. The speakers seek to establish a
dialogue, to listen, and to appreciate and explore differences of opinion.
The results characteristic of such communication are empathy, spontaneity, problem
solving, and synergy. As each speaker listens to and attempts to understand the other’s
The Pfeiffer Library Volume 6, 2nd Edition. Copyright ©1998 Jossey-Bass/Pfeiffer ❚❘ 239