intrapersonal communication

Communication Climate Change: Writing Prompt 3
Chapters 11 & 12
Assignment Directions Summer 2020

Imagine the following scenario: You have been waiting at the car mechanics shop for over an hour. You need
to be get your car soon in order to get back to work. You approach the front desk receptionist at your
mechanics. He is busy answering the phones which have been ringing nonstop. You patiently wait for him to
finish his last phone conversation and then ask him two questions. After the communication interaction, you
walk back to the waiting area and find yourself feeling very defensive.
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: We are busy and there have been a lot of cars in today for repairs.
You: I understand that the mechanics are busy and that you have a lot of cars to repair today. I would just
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: I dont have time for this. I am very busy. There is no way I can give you any kind of
estimate. This is what happens when you do not plan properly.
Based on the example above, write a 3-4 page paper in which you analyze the conflict management strategy
chosen by the receptionist, the communication climate, and the defensive behavior exhibited. Also discuss
which supportive communication climate behavior would be best implemented in this example as a
replacement and explain why. Finally, re-write the script and consider diverse perspectives on the situation.
Remember to utilize in-text citations and a works cited at the end to support your work.

1. Identify the Conflict Management strategy chosen by the receptionist. Name, define and explain the
conflict management strategy (avoiding, accommodating, compromising, competing or collaborating)
the receptionist used. These strategies are explained in Chapter 11 in the text.

Explain the Conflict Management Strategy
Unmet (0 %)

Needs Improvement (50-69%) Fair (70-79%) Good (80-89%) Excellent (100%)
The paper does not address the
conflict management strategy
employed in the example.
The conflict management
strategy used is not explained,
only listed.
The conflict management
strategy used is identified and
explained. The strategy chosen
is correctly applied to the
example.
The conflict management
strategy employed is
identified, explained AND
correctly applied to the
example. The student provides
some evidence to support his
or her evaluation of the
strategy used.
The conflict management
strategy used is identified,
explained AND correctly applied
to the example. The student
provides excellent evidence and
analysis to support his or her
evaluation of the strategy that
was used.
Points Earned:__________/ 15 Possible Points

2. Gibbs supportive and defensive climate behaviors are addressed in Chapter 12 as well as in the online
resources for that chapter. After reading about them and watching the video in the supportive climates
topic in eLearn, analyze the script. Which of Gibbs six defensive climate behaviors is exhibited by the
receptionist? Define the defensive behavior and explain what the receptionist did or did not do that
indicates the use of that behavior. Also explain how the receptionists behavior promoted
defensiveness.

Explain the Defensive Behavior Used
Unmet (0 %) Needs Improvement (5069%) Fair (70-79%) Good (80-89%) Excellent (100%)
The paper does not address
the defensive behavior
employed in the example.
The defensive behavior is
identified but not explained,
only listed.
The defensive behavior is
identified and explained. The
correct defensive behavior is
applied to the example.
The defensive behavior is
identified, explained and
correctly applied to the
example. The student provides
evidence to support his or her
evaluation of the behavior that
was employed.
The defensive behavior is
identified, explained and
correctly applied to the
example. The student provides
excellent evidence and
excellent depth of analysis to
support his or her evaluation
of the behavior employed.
Points Earned:__________/ 15 Possible Points

3. Which of Gibbs six types of supportive behaviors would be best employed in this scenario? Define the
supportive behavior and explain why this would be an option that would most likely result in reducing
levels of threat and defensiveness.

Evaluate and Identify an Alternative Supportive Climate Behavior
Unmet (0 %) Needs Improvement
(5069%)
Fair (70-79%) Good (80-89%) Excellent (100%)
The student
does not
identify an
alternative
supportive
behavior.
The student identifies an
alternative supportive
behavior but does not
define or explain the
behavior and/or does not
evaluate why the
behavior is likely to
reduce defensiveness.
The student identifies an
alternative supportive behavior
and includes an explanation of
that behavior BUT does not
evaluate the behavior and
provide evidence to support his
or her reasons for selecting the
supportive behavior.
The student identifies an alternative
supportive behavior and includes a clear
definition of that behavior. The student
provides evidence to support his or her
reasons for selecting the supportive
behavior and addresses why the
behavior is likely to reduce
defensiveness.
The student identifies an alternative
supportive behavior and
Includes a clear definition of that
behavior. The student provides
excellent evidence and compelling
analysis to support his or her reasons
for selecting the supportive behavior
and clearly and completely explains
why the behavior is likely to reduce
defensiveness.
Points Earned:__________/ 15 Possible Points

4. Re-write the script and be specific here. Identify what the receptionist could have said to you instead.
Then discuss what interpersonal communication behaviors both verbally and nonverbally could have
been enacted by the receptionist to ensure a more positive and supportive climate. What nonverbal
channels would be important for the receptionist to utilize in conveying a supportive climate? What
language choices are important to convey a supportive climate? Refer to Chapters 5 and 6; choose
specific skills, define them and apply them to the situation.

Re-Written Script with Explanation
Unmet (0 %) Needs Improvement (5069%) Fair (70-79%) Good (80-89%) Excellent (100%)
The student does not
address alternative
communication.
The student has either written
a new script OR discusses
interpersonal communication
behaviors BUT does not
include both elements in the
paper.
The student has written a new
script and addresses some
verbal and nonverbal
behaviors in the script BUT
does not provide evidence to
support his or her reasons for
suggesting the interpersonal
communication behaviors.
The student has written a new
script and described some
verbal and nonverbal behaviors
in the script. The student
provides evidence to support his
or her reasons for suggesting the
interpersonal communication
behaviors.
The student has written a
compelling new script and
analyzed and described some
verbal and nonverbal behaviors in
the script. The student provides
excellent evidence and
compelling analysis to support his
or her reasons for suggesting the
interpersonal communication
behaviors.
Points Earned:__________/ 15 Possible Points

5. Now imagine that you are the receptionist in this situation. Clearly explain how the perspectives of the
customer and receptionist would create diverse opinions about the situation and the management of
the conflict. What is your experience in this situation and how would it differ from the experience of
the customer? In the receptionists view, how important is it to pay attention to using supportive
behaviors to manage conflict?

Diverse opinions and conflict management
Unmet (0%) Needs Improvement (5069%) Fair (70-79%) Good (80-89%) Excellent (90-100%)
The paper fails to
demonstrate any diverse
opinions and/or language
consistent with
demonstrating an
understanding of diverse
opinions.
Demonstrates difficulty with
recognizing and/or respecting
diverse opinions.
Recognizes diverse opinions
and uses language and tone
to demonstrate respect
and/or understanding of
multiple viewpoints but may
lack sufficient evidence.
Recognizes diverse opinions
and uses language and tone
to demonstrate respect and
understanding of conflicting
opinions and multiple
viewpoints with some
supporting evidence.
Recognizes diverse opinions
and uses language and tone
to consistently demonstrate
respect for, and facilitate
understanding of, conflicting
opinions and multiple
viewpoints with excellent
supporting evidence.
Points Earned:__________/ 10 Possible Points
Overall Expectations
Be sure to include a complete introduction to the paper that includes a thesis statement introducing the main
ideas of the paper.
Organize the body of the paper into main ideas that fit with your thesis statement.
Include a definitive conclusion that summarizes the key themes in the paper.
Your paper should be typed, approximately 3-4 pages long, and double spaced.
The paper should also be proofread, and mistakes in grammar, spelling, sentence structure, formatting and other
areas of paper mechanics should be kept to a minimum.
Include proper in-text citations in either APA (see https://owl.english.purdue.edu/owl/resource/560/02/ ) or MLA
(see https://owl.english.purdue.edu/owl/resource/747/02/ ) format.
Be certain that you include the textbook definitions of the concepts you use and that you cite these definitions
correctly. A reference list (see https://owl.english.purdue.edu/owl/resource/560/05/ ) or works cited (see
https://owl.english.purdue.edu/owl/resource/747/05/ ) should be included at the end of your paper.
Message Delivery
Unmet (0%) Needs Improvement (5069%) Fair (70-79%) Good (80-89%) Excellent (90-100%)
The paper does not meet the
minimum standards of
effectively communicating the
central message or was not
completed.
The message delivery
incorporates ungrammatical,
inarticulate language that
ineffectively communicates
the central message.
The message delivery
incorporates minimal errors
in grammar and includes
language that is
understandable and is able to
communicate the central
message.
The message delivery
incorporates grammatically
correct and consistently
thoughtful language that is
understandable and
effectively communicates the
central message.
The message delivery
incorporates grammatically
correct, articulate,
imaginative language that is
easily understandable and
effectively communicates the
central message in a
compelling manner.
Points Earned: / 10 Points Possible
Message Composition
Unmet (0%) Needs Improvement (5069%) Fair (70-79%) Good (80-89%) Excellent (90-100%)
The paper does not include an
introduction and conclusion.
The body of the paper is either
not complete or lacks clarity
and logical sequence.
Composition of the message
(theme, introduction, and
conclusion, and a sequence of
points with transitions) is
unclear, not included in their
entirety or is only
intermittently observable in
the paper.
Composition of the message
(central theme, introduction,
and conclusion, and a logical
sequence of points with
transitions) is observable
throughout the paper.
Composition of the message
(clear central theme,
introduction, and conclusion,
and a logical sequence of
Points with smooth
transitions) is adequate and
consistently observable
throughout the paper.
Composition of the message
(clear central theme,
introduction, and conclusion,
and a logical sequence of
Points with smooth
transitions) is superior and
observable throughout the
paper.
Points Earned: / 10 Points Possible

Citation
Unmet (0%) Needs Improvement (50-69%) Fair (70-79%) Good (80-89%) Excellent (90-100%)
The paper includes no
citation of any sort.
There is some attempt at
citation, BUT: the citation is
not in a recognizable format,
such as MLA or APA; OR a
significant number of concepts
are not cited; OR there is no
intext citation; OR paraphrases
are not cited.
Some attempt at citation is
included for most concepts
used in the paper that are
originally explained in a
printed source AND most of
these ideas are cited, whether
they are paraphrased or
directly quoted AND the
citation is in a recognizable
style and the style is used
correctly in most cases AND
inText citation is used but a
Works Cited is not included.
In-text citation is included for
most concepts used in the
paper that are originally
explained in a printed source
AND these ideas are cited,
whether they are paraphrased
or directly quoted AND the
citation is in MLA or APA style,
though there are some format
errors AND a Works Cited is
included at the end of the
paper, though there are some
format errors.
In-text citation is included for
all concepts used in the paper
that are originally explained in
a printed source AND all of
these ideas are cited using
correct in-text citation,
whether they are paraphrased
or directly quoted AND the
citation is in MLA or APA style
and the style is used
consistently AND a Works
Cited is included at the end of
the paper and the Works Cited
is free of errors.
Points Earned: / 10 Points Possib