Communicating the UX Vision

Chapter 11

Responding to tone, not content

Abstract

This anti-pattern looks at how the way we say something, not what we say, can create a communication challenge. Behavioral styles and cultural differences can play a part in escalating communication. We encourage readers to examine how their communication style is influenced by tone and how they can defuse difficult communication situations. Accepting that we are all emotional beings, and not all disagreement is intentional, we give a range of examples of how to turn around a conversation that is getting out of hand.

Keywords

conflict resolution

behavioral types

tone of voice

nonverbal communication

cultural differences

difficult meetings

manage stakeholders

reacting to tone

not content ...