„‚ CONDITIONS THAT HINDER EFFECTIVE COMMUNICATION

position, he or she, in turn, becomes free to fully hear and appreciate the first speaker’s
views of a particular situation. A supportive climate allows both to seek a creative
resolution of their differences. A supportive communication climate could be illustrated
by the earlier example, except that Russell could choose to explore Wheeler’s
objections. What is likely to happen now?
Empathy
If Russell listens and discusses Wheeler’s reasons for not doing an additional report, she
naturally will come to understand his position better. Her willingness to talk about their
differences will convey to Wheeler her respect for his thoughts and her evaluation of his
importance. If Wheeler feels understood and respected, his need to defend himself will
diminish and he will feel free to hear what Russell has to say. The net result will be that
each party will gain an appreciation of the other’s point of view.
Spontaneity
If Russell is open and responsive, less energy will be focused on strategic rebuttal. Both
will be able to concentrate on what is being said, and each will feel free to express his or
her own thoughts and feelings.
Problem Solving
Russell’s willingness to explore their differences will imply that she is open to
collaborative resolution, and Wheeler will respond in kind. Once both are less concerned
with winning, they will be more inclined to tolerate each other’s perspectives and to
settle the conflict in a way that is mutually satisfying.
Synergy
There is a good chance that Russell and Wheeler will find a way to satisfy Russell’s
concern for additional data and Wheeler’s desire to keep down the number of reports
produced, if they communicate in a way that allows them to appreciate, scrutinize, and
fuse their respective—and respected—views into a new whole that is pleasing to both
(Jones, 1973).
BARRIERS TO CREATING SUPPORTIVE COMMUNICATION
CLIMATES
Supportive communication seems simple, but it is very difficult for those who are not in
the habit of developing supportive climates. Our cultural training is a major barrier to
creating such climates. We are often rewarded for developing skills of argument and
persuasion. Little or no time is given to teaching us the attitudes and skills of listening
and understanding. Therefore, it is necessary for us to practice the skills of supportive
communication until they become second nature.
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The Pfeiffer Library Volume 6, 2nd Edition. Copyright ©1998 Jossey-Bass/Pfeiffer