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Chapter 9. Respond to the Message > Responsible Responses Inform the Speaker th...

Responsible Responses Inform the Speaker that:

The message was heard.

It was understood.

It was evaluated appropriately.

Several problems can occur at this point. One is when no response occurs. If Karla asks Jack when the plans for the office remodel will be available, and Jack simply stares at Karla without indicating that he heard her, he is not communicating effectively. Although silence can communicate, a blank stare is not a helpful response. Other problems include responses that are defensive, overly emotional, or inappropriate. If Jack had changed the subject abruptly, his response would have been inappropriate also. Finally, a confusing response (i.e., a double message) can occur when the verbal and non-verbal are in conflict.


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