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5 Communication Skills to Avoid Defensiveness

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Preview Video
Course Format
  Video On Demand
Product ID
Training Time ?
19 to 29 minutes
Video Format
Standard Definition Wide
Required Plugins
Number of Lessons
Quiz Questions
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Training Content Network
Original Content Producer
CRM Learning

We have all seen it happen on teams: A team member criticizes teammate's work, provoking a defensive reaction and response triggering an equally defensive come back. So begins a defensiveness chain which puts a stop to effective communication, impacting individual and team effectiveness.

This video examines common defensive reactions such as hiding behind rules, creating a diversion, and launching a counterattack. It also depicts inappropriate but typical responses, such shutting down and passive-aggressive behavior. Open communication between and among team leaders and team members is essential, viewers learn to take responsibility for their own communication and responses. The training focuses on controlling our own behavior by disengaging from the emotional reaction, empathizing, inquiring to understand the real issue being raised, disclosing information and depersonalizing the discussion.

This Video On Demand training stresses the importance of communicating in a non-threatening way, and listening objectively to others.


Anyone looking to improve verbal communication skills and conflict resolution

The course presents the following topical areas:
  • Introduction
  • Defensive Actions
  • Defensive Reactions
  • Non-Defensive Communication
  • Conclusion

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