Improper defensive communication is detrimental to communication. It puts up walls and barriers that impede an accurate exchange of information, leading to hurt feelings, arguments and hostilities. Everyone must take responsibility in sending and receiving messages and everyone must know the symptoms and consequences of inappropriate defensiveness. This way, the entire organization can break the defensive chain and smooth the lines of communication.

Through visuals and exercises, this program illustrates:

• How to disengage from a defensive position
• How to empathize and disarm a defensive person
• How to inquire and focus on the issues
• How to disclose ones own needs and goals non-defensively
• How to depersonalize the issues