Chapter 1
When individual become defensive or protective when encountering information about themselves
Sensitive line
Having too much to do in too little time
Time stressors
Mental obstacles that constrain the way problems are defined.
Conceptual blocks
Preserve or enhance positive relationships and still address’ a problem while giving negative feedback
Supportive communication
Task-relevant knowledge or experience
Expertise
Orientation toward change
Interpersonal interactions
Encounter stressors
Used for expanding alternatives and divides problems into smaller parts
Subdivision
Taking responsibility for your statements and the source of your idea is you is known as
Behavior consistent with key organizational values
Legitimacy
Attitudes and personal preferences are formed, define our morality
Values
From the environment in which a person is in
Situational stressors
This is when individuals try to identify themselves as the problem
Personal analogies
Using third person, attributed to an unknown person, group, or external source is known as
Disowned communication
Access to information in a communication network
Extent to which individuals are threatened
Tolerance of ambiguity
Muscle relaxation, imaginary and fantasy, and rehearsal are techniques for...
Temporary stress-reduction
Symbolic analogies
Provides direction, evaluation, personal opinion, or instruction
Advising response
Alignment of assigned tasks and organizational priorities
Relevance
Individuals interpret the reinforcement they receive to be contingent on their own actions
Internal locus of control
Potentially bad events that threaten to occur, things that have not happen
Anticipatory stressors
Applying facts, technology, and common experiences to the problem
Direct analogies
Asking a question about what the person just said or about the problem that was brought up
Probing response
Based on a personal threat and stems from authority is referred to as
Retribution