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TheNeutrality-EmpathyContinuumrangesbetweenthedefensive Neutrality pole andthe supportive Empathy pole. Neutrality indicates negative communication behaviour and Empathy indicates positive communication behaviour.

3.4.4.1 Defensive (negative) communication pole

Neutrality

Neutrality can be best described by the word indifference (Adler et al 2009:205). When individuals do not perceive themselves as valuable they might experience feelings of indifference. A lack of interest in the challenges of others points to uncaring behaviour. To be uncaring means not to display sympathy or concern for others or not feel interest in or attach importance to something (Oxford English Dictionary 2017). When individuals respond with neutrality, they signal that they dismiss or are indifferent to the feelings of others (Gibb 1988:4). Although the concept of neutrality sounds positive, it can signal indifferences and a lack of commitment. Neutrality reflects lack of caring, where there is a detachment from others and little concern for others is evident (Buchanan & Huczynski 2010:228).

Neutrality in communication refers to a person’s not caring how other group members feel (Adams & Galanes 2012:114). Statements in neutral conversations may include: “I do not have time to listen to your troubles right now; I have work to do.” Thus the speaker shows a lack of concern for the listener’s welfare (Gibb 1961 cited in Czech & Forward 2013:12). Communication that displays low affect, indifference and little warmth or caring is often viewed as rejection (Steinberg & Angelopulo 2015:172), and a receiver of such a message might become defensive. All group members have the desire to be perceived as valued, as having special worth and as objects of concern and affection (Gibb 1988:4); human beings express their feelings through verbal and non- verbal messages.

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The term indifferent refers to having no particular interest, sympathy, or concern and to be “neither good nor bad, thus the mediocre” (Soanes et al 2009:724). The term is used synonymously with neutrality, a state when one has no preference between alternative choices or courses of action (Reber et al 2009:377). An indifference point is the value on some continuum or dimension that represents neutrality.

Atgrouplevel,conflictisthemost commonlymentionedorganisationalbehaviourvariable in various studies (Bagraim et al 2007; Colquitt, Lepine & Wesson 2009; Kreitner & Kinicki 2010; Lutthans 2011; Martin & Martin 2010; Newstrom 2011; Strydom 2013). Thusconflictplaysanimportantroleinmostorganisationalbehaviouratgrouplevel,and must not be overlooked during any study on communication behaviour. In an organisational situation, a manager communicating from a neutrality perspective will show a lack of interest in the problems of others, will become involved in conflicts and will offer minimal support to employees and seem uninterested in their personal problems and conflicts (Costigan & Schmeidler 1984:112-114) (see Box 3.7).

BOX 3.7: SUMMARY OF THE EMPIRICAL CONSTRUCTS AND CONCEPTS FOR NEUTRALITY

3.4.4.2 Supportive (positive) communication pole

Empathy

Empathy, according to Buchanan and Huczynski (2010:225), refers to an ability to recognise and understand the emotional make-up of others and a skill in dealing with the emotional responses of others. It thus relates to caring, with an emphasis on understanding (Buchanan & Huczynski 2010:228). Empathy also refers to “thinking and feelingwhatyouperceiveanothertobe thinking and feeling” (Czech & Forward 2013:12). The term empathy is used by Gibb (1988:4) in contrast and opposition to the term neutrality. Empathy is expressed through supportive communication, carrying respectful and caring messages, and it is useful in creating supportive communication climates.

The negative communication behaviour constructs identified from the literature on neutrality (Costigan & Schmeidler 1984; Gibb 1961; Adler et al 2009; Forward et al 2011; Czech & Forward 2013) include:

lacking interest in the problems of others; becoming involved in conflicts and rarely offering support during crises. The main (communication behaviour) concepts extrapolated from these constructs are: indifference; disinterest; unconcern; uncaring and detached (see Figure 3.4).

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When individuals respond to others with empathy, they signal that they acknowledge and accept the feelings of others, because “communication that conveys empathy for the feelings and respect for the worth of the listener is particularly supportive and defencereductive”(Gibb1988:4). Empathy in communication refers to a person showing by words and actions that he or she cares about other members of a group (Adams & Galanes 2012:114; Hajdasz (2012:37). An empathetic statement during a conversation might be: “You have been having a difficult time. Are you managing? Is there anything we can do to assist you?” By using empathy, individuals can indicate to others that they donotnecessarily agree with them (Steinberg & Angelopulo 2015:172), but understand their thoughts and feelings, by applying paraphrasing responses to indicate concern (Trenholm2011:185-186).Thus,empathyindicatestheacceptingofthefeelingsofanother personandplacingoneselfintheplaceof another (Adler et al 2009:205). When messages indicate that the sender identifies with the listeners’ problems, shares their feelings and accepts their emotional reactions at face value, the messages result in reassurance.

Spontaneous facial and bodily evidences of concern (used as cues in communicating empathy) are interpreted as valid evidence of deep-level acceptance (Gibb 1988:4). The degree to which messages explicitly acknowledge, elaborate upon, legitimise and contextualise the feelings and perspective of others is conceptualised as verbal person- centeredness (Morgan 2013:6). Recent studies have shown the value of verbal person- centred communication (Bodie, Burleson & Jones 2012; Bodie, Burleson, Gill-Rosier, McCullough, Holmstrom, Rack, Hanasono&Mincy _{2011;Morgan 2013). Low person-} centredmessagesignorethefeelings and perspectives of receivers and instead criticise them, even suggesting how receivers should feel about a situation. Moderate person- centred messages recognise and address the receivers’ feelings, offering sympathetic expressions or explanations for the situation at hand. High person-centred messages explicitly recognise and legitimise the feelings of the receiver and assist the receiver to articulate those feelings, elaborate reasons why they are present and explore how those feelings fit within a broader context (Bodie et al 2011:228-247). It is therefore assumed that high person-centred messages are the most effective at improving receiver affect, producing a successful supportive outcome (Bodie et al 2012:1-22; Morgan 2013:22).

Caring indicates a display of kindness and concern for others (Oxford English Dictionary 2017).

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Caring is a human process involving the cognitive, affective and psycho-motor aspects of the human-to-human caring process (Van der Wal, cited in Pera & Van Tonder 2011:11-22). Muller (2009:3;345) and Koen (2010:2;95) emphasise that nurses proclaim caring as the hallmark of the nursing profession. If this is true, it is important to maintain the quality of care in the profession, not only in deed but also in word. Yet, in their discussion of the relationships among South African nurses, Breier et al (2009:101) found that although nursing is still being perceived as a caring profession, South African nurses are poisonous in their behaviour towards one another, ascribing their poor behaviour to aspects such as culture differences.

In an organisational context, Costigan and Schmeidler (1984:112-114) view the empathetic manager as one who tries to understand and listen to the problems of employees and also respects and values their feelings. Such a manager will use speech that is affective and respectful in nature, share the problems and feelings of others and use spontaneous facial and bodily evidence to show concern for others (see Box 3.8).

BOX 3.8: SUMMARY OF THE EMPIRICAL CONSTRUCTS AND CONCEPTS FOR EMPATHY

Thepositivecommunication behaviour constructs identified from literature regarding empathy (Costigan & Schmeidler 1984; Gibb 1961; Adler et al 2009; Forward et al 2011; Czech & Forward 2013) include:

using speech that is affective and respectful; sharing the problems and feelings of others and using spontaneousfacialandbodyevidence to show concern. The main empirical (communication behaviour)

concepts extrapolated from these constructs are: care; accept; share; affectionate and identify (see Figure 3.4).

FIGURE 3.4: SCHEMATIC PRESENTATION OF THE NEUTRALITY-EMPATHY CONTINUUM OF

THE GIBB’S DEFENSIVE COMMUNICATION CLIMATE PARADIGM

Source: Adapted from Gibb, JR. 1961. Defensive Communication. Journal of Communication (11):141-148;

Costigan, JI & Schmeidler, MA. 1984. Exploring supportive and defensive communication climates.

COMMUNICATION CLIMATE PARADIGM

COMMUNICATION CLIMATE FOCUS

PROFESSIONAL NURSE DEFENSIVE NEGATIVE BEHAVIOUR SUPPORTIVE POSITIVE BEHAVIOUR NEUTRALITY- EMPATHY CONTINUUM

 Not interested in the problems of others

 Becomes involved in conflicts

 Rarely offers support during a problem or crises

Understands the feelings of others

Uses affective and respectful speech

Shows concern through facial or body evidence

Indifferent Uninterested Unconcerned Uncaring Detached

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