Final answer:
To avoid defensive responses in a business setting, one should choose words with care, remain calm, and be respectful in communications. Utilizing affirming actions such as restating the other person’s words and focusing on problem-solving can prevent conflicts. Non-verbal communication, understanding workplace culture, and developing organizational savvy are also important for effective workplace interactions.
Step-by-step explanation:
When interacting with customers and co-workers, it is essential to avoid a defensive posture and responses. This involves carefully choosing your words, staying calm, and actively listening to the other person’s point of view. Rather than asserting your rightness, it's beneficial to remain open and respectful to differing opinions. Furthermore, asking open-ended questions can help delve deeper into the other person's perspective without making them feel attacked. To ensure clarity and show attentiveness, restating what the other person has said can be affirming and prevent misunderstandings. Focusing on problem-solving rather than assigning blame is key to a constructive dialogue.
Non-verbal communication is also critical. Direct eye contact conveys engagement, and being conscious of your body language, such as avoiding crossed arms, can prevent giving off an unintended negative impression. Likewise, joining in on informal conversations and respecting personal space and social norms, such as understanding current perspectives on shaking hands, foster healthy workplace relationships.
In the workforce, especially as a new hire, it's important to build credibility through your actions and to establish a positive track record. After a conflict, engaging in a productive conversation can help heal any wounded feelings and promote mutual understanding. Lastly, developing organizational savvy and understanding workplace politics can aid in your career progression and help you navigate through complex company dynamics.