Com Writing Assignment 3 1

Kroeker 1
Breanne Kroeker
COM 2206
Professor Bozeman
25 July 2019
Conflict Management
Managing conflict is not only necessary, it is important to understand its nature and how
communication patterns help or hinder the process in everyday life. Understanding conflict
begins with analyzing where it comes from and how to manage it. This analysis begins with an
understanding of different conflict management strategies, the communication climate, resulting
defensive behavior and potential supportive communication climate changes.
Conflict is “an expressed struggle between at least two interdependent parties who
perceive incompatible goals, scarce resources, and interfere from the other party in achieving
their goals” (Adler 369). Managing this struggle sometimes means overcoming these
disagreements using one of the five different conflict management strategies: avoidance,
accommodation, competition, compromise, and collaboration (Adler 371-372). In the given
scenario, the conflict management strategy used by the receptionist is avoidance. Avoidance
“occurs when people ignore or stay away from a conflict” (Adler 372). When I had asked her to
let me know when my prescription would be ready, she avoided my question and brushed me off.
An important aspect of conflict management is an understanding of the communication
climate. Communication climate “refers to the social tone of a relationship” (Adler 338). A
common communication climate is defensiveness. Defensiveness is “the process of protecting

Kroeker 2
our presenting self, our face” (Adler 347). Dr. Jack Gibbs identifies six defense causing
behaviors: evaluation, control, strategy, neutrality, superiority, and certainty (Bozeman). The
defense behavior used by the receptionist in this scenario is neutrality. Neutrality is present when
the speaker is indifferent towards the conversation (Bozeman). The receptionist has no interest in
what I was saying and asking her. She did not want to even try to help me.
In contrast, another communication climate is supportiveness. Supportive behaviors can
and should be used in place of the six defensive behaviors. Dr. Jack Gibbs gives six supportive
alternatives to his six defensive behaviors: description, problem orientation, spontaneity,
empathy, equality, and provisionalism (Adler 350). The receptionist, instead of using the
defensive behavior neutrality, should have spoken to me using empathy. Empathy would most
likely reduce the level of threat and defensiveness because if the receptionist would have said
something like “I’m sorry, but we are very busy at the moment and many other prescriptions
need to be filled,” I would have been much more understanding because it alludes that she is
doing everything she can.
The receptionist could have said many other things to create a more supportive climate.
First, she could have said “I’m sorry, but we are very busy at the moment and many other
prescriptions need to be filled.” This verbal statement mixed with nonverbal communication,
such as eye contact and posture, would make the receptionist seem much more inviting. The
receptionist making eye contact while talking to me would make it seem like she cares about my
problem. Also, using inviting posture, such as uncrossed arms, would make her seem more
willing to help me with my issues. Second, she could have said “I’m sorry but I’m only the
receptionist, so I do not know how long it will take to get you your prescription.” Saying this
displays more empathy, rather than neutrality, so it seems that the receptionist genuinely cares
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about my problem. She could use the same nonverbal techniques to display empathy in this
situation too.
If roles were reversed, and I was the receptionist, I might have responded in the same
way she did. If a customer came up to me while I was stressed during a very busy time of day
and asked me questions I did not know the answer to, I would most likely respond using a
neutrality defensive behavior. I would be very short because of the amount of stress I would be
under, and the customer might take it to mean I was being rude and uncaring towards them. In
my view as the receptionist, I would think it would be very unimportant to pay attention to using
supportive behaviors to manage conflict. I would find it unimportant because I would
preoccupied with my own responsibilities and not care about how the customer is perceiving
what I am saying to them.
An understanding of communication climate and conflict management strategies is a vital
part of communication among people who do not always agree. To aid in this, communication
patterns can be analyzed to help manage these interactions in everyday life. This analysis begins
with an understanding of different conflict management strategies, communication climates,
defensive behaviors and potential supportive communication climate changes. Understanding
these aspects of communication and the strategies of managing conflict are important parts of
interacting with others in society today.

Kroeker 4
Works Cited
Adler, Ronald, Lawrence Rosenfeld, and Russell Proctor, II. Interplay: The Process of
Interpersonal Communication. 13th ed. Oxford University Press, 2015. Print.
Bozeman, Myra. “Personal Contact - Is this a Supportive Climate?” Sinclair. 25 July 2019.
https://elearn.sinclair.edu/d2l/le/content/148529/viewContent/4952871/View.

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Kroeker 1

understanding of different conflict management strategies, the communication climate, resulting

defensive behavior and potential supportive communication climate changes.

accommodation, competition, compromise, and collaboration (Adler 371-372). In the given

An important aspect of conflict management is an understanding of the communication

common communication climate is defensiveness. Defensiveness is “the process of protecting

In contrast, another communication climate is supportiveness. Supportive behaviors can

alternatives to his six defensive behaviors: description, problem orientation, spontaneity,

doing everything she can.

supportive behaviors to manage conflict. I would find it unimportant because I would

what I am saying to them.

An understanding of communication climate and conflict management strategies is a vital

with an understanding of different conflict management strategies, communication climates,

defensive behaviors and potential supportive communication climate changes. Understanding

interacting with others in society today.

Interpersonal Communication. 13th ed. Oxford University Press, 2015. Print.

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