We’ve all witnessed (or experienced) defensiveness in the workplace.
Person 1 takes Person 2’s comments the wrong way and — perceiving he is under attack — issues a counterattack. Person 2 feels hurt or threatened by Person 1’s response and says something negative back. Additional counterattacks are exchanged as the individuals become increasingly determined to defend themselves and justify their actions.
CRM’s classic communication tutorial Communicating Non-Defensively: Don’t Take it Personally explains what can make people defensive while demonstrating practical communication skills for nipping it in the bud.
We’ve summarized some of the content in this infographic (opens a PDF). We hope you find it useful.