Defensive Tactics
Convincing your partner that their argument is stupid
Invalidating
What is defensiveness
The attempt to protect a presenting image an individual believes is being attacked
Identifying if you are the problem
Acknowledge defensive behavior
Individuals with low status or are part of a stigmatized group are more
Defensive
When does defensiveness come up
when a mistake is made by the employee
Putting off a conversation about a complaint by a partner
Postponing
Description is the behavior that contrasts with...
Evaluation
Adjusting to the sudden shift in circumstances
Take a step back
Individuals with low status are more defensive because
they face more hostility
How many steps are there in avoiding defensiveness with customers
5
One uses intimidation to stop any complaints
Bullying
Spontaneity is the behavior that contrasts with…
Strategy
Identifying bad thought and end it
Silence negative thoughts
One way defensiveness is shown by individuals with low status is by their
distrust in others
What is the first step to avoid defensiveness
Listen carefully
Shutting down a conversation about complaints
Equality is the behavior that contrasts with…
Superiority
Counteracting bad behavior when it comes up
Detach from ineffective behavior
Individuals with low status are typically more
religious
What is a good way to show you are listening to customers
Maintain eye contact and avoid other tasks
Critical feedback to deflected back onto the one who started the conversation
Guilting
Empathy is the behavior that contrasts with…
Neutrality
Beginning a conversation again after you cool off
Start over
Religion helps individuals with low status with their
Social connectedness
What is the acronym for the five steps
LEARN