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Interpersonal Communication (Conflict Climate)

The receptionist chose to adopt a completion conflict management approach. The

opposite side of accommodation is competition, a win-lose conflict strategy that includes

profound self-interest and little interest in others. If an individual thinks that their method is the

best, they may be justified in attempting to dominate the issue, but, probably, the other person

will not look so charitably on the contest bid. The negative side of competitiveness is that

aggressiveness frequently occurs. Aggression is sometimes apparent, while at other times, it may

be more subtle. In our case the receptionist was unwilling to listen to the customer; he knows he

is correct by rudely responding to the customer. The receptionist engages the customer directly.

The receptionist is not ready to pursue a win-win result. In this manner the communicators

involved in direct assault target the recipient's status and dignity. This is precisely what occurred

between the receptionist and the customer. A wide range of actions may typify direct aggression:

assaults of skill or character, cursing, mocking, mockery, nonverbal symbols, for example, “the

finger," and threats. The triumph may be hollow if the opposing side feels gloomy, upset, or

furious at the result of the dispute.

The word "communication climate" refers to the social tone of a relationship. A climate

does not include particular activities as much as individuals feel about each other as they do. It is

not surprising that certain communications that differ and are most confusing may contaminate
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an environment of communication. Maybe defensiveness is the most predictable response to a

hostile or indifferent message. The second message of defense includes trying to control

someone else. The receptionist exhibits the Controlling communication Defensive Climate

Behaviors. The communication is controlled when a sender seems to impose a solution on the

recipient with little consideration for the requirements or interests of that individual. Like in our

case, the receptionist attempts to manage the consumer; he considers his issues to be more

significant than those of the customer. By saying, “We are busy, and there have been a lot of

cars in today for repairs.” This shows that the receptionist was unwilling to offer the

customer the opportunity to listen to the customer. The channel may vary from words to

gestures to voice tones, and the control can be carried out via status, insistence on obscure or

irrelevant norms, for example, "I'm not ready for this." The receptionist caused animosity

regardless of the object, channel, or method of control.

Loyalty may be viewed as sarcasm; an innocent smile can be seen as sneering; an

offer of assistance can be seen as condescending. Since human communication is so

complicated, there are no stupid words, sentences, or formulae to create suitable climates.

Nevertheless, research offers methods that may improve the chances of establishing and

sustaining good relationships even if the message one send is complex. The evaluation as

Gibb's supporting behavior is optimal for this situation. The first kind of defensive

communication is an evaluation that unfavorably evaluates another person, typically. When

looking over the receptionist's answers, it is evident that he or she is not a compassionate

person. For instance, consider this message: I don't have time for this; I am swamped.

Evaluative communications like these have many features that endanger them. People may
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evaluate what the receptionist feels instead of expressing his ideas, emotions, and desires. It is

not simple to explain how she or he has concluded, and the absence of details is evident.

Rewriting the script.

You: "Hello. I have been waiting to pick up my car for over an hour. I was told my car

would be repaired and ready to go more than an hour ago. Can you please let me know

when my car will be ready?"

Front Desk Receptionist: "Hello, please, we are sorry for the delay, our mechanics have

been very busy today, but they are working on your car. Kindly please, if you can come and

pick it in the afternoon will be better. Are you okay with that, our good customer?"

You: "I understand that the mechanics are busy and that you have a lot of cars to repair

today. I would like to know an estimate on when my car will be ready. I need to let my

work know when I plan to return."

Front Desk Receptionist: "Please, we are sorry for everything; it will not happen

again. Kindly come in the afternoon and pick. I will ensure it is ready by that

time."

To grow into an effective communicator, a person must establish an interpersonal

philosophy that guides their words and actions. The interpersonal communication behavior that

could have been enacted in this scenario is Invitational communication, which is a strategy that

invites people to consider one's perspective and to offer their own freely. In an inviting

environment, communicators give ideas freely; they listen to ideas with an open mind and share

ideas without feeling compelled. This might have aided the receptionist in cultivating a pleasant

and supportive work environment. This is not to say people do not evaluate the messages they

receive seriously. Additionally, they are unwavering in their convictions. They strive to foster an
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enabling environment based on value, safety, and liberty, resulting in more civility in their

communication.
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Works Cited

Adler, Ronald B., et al. Interplay: The Process of Interpersonal Communication. Oxford UP,

USA, 2017.