Respond to the following questions:

A. What types of cyber incivility have you observed or heard about?

B. Based on your own experiences or those of your friends or colleagues, describe a situation in which someone was the target of cyber incivility. Describe the cyber incivility. How well did the target respond? How well did the target reinterpret, relax, and/or defuse the situation?

C. Compare the less effective and more effective responses to an angry email depicted in Figures 7.8 and 7.9. Explain three specific ways in which the more effective response defuses the situation. Also, suggest two improvements you would make to the more effective response in Figure 7.9.

Figures 7.8 and 7.9

Transcribed Image Text:

FIGURE 7.8 Less Effective Response to an Angry Email To: Jaclyn Peha Subject: Re: Issues We need to talk about this email when I get back in a week after the holiday. I thought we had a productive conversation but you obviously were not candid or professional. Also, please empty your voice mail. I tried reaching you several times only to get your full voice mail box. Impersonal. Leaves out greeting and name. Confrontational. Immediately creates a me- versus-you approach with the phrase "We need to talk about this email." Defensive/attacking. Focuses on defending rather than understanding Jaclyn's point of view. From: Jaclyn Peha [jaclyn@betterhorizons.net] Sent: Saturday, July 19:54 p.m. To: Haniz Zogby [haniz@betterhorizons.net] Subject: Issues Haniz, the other day when we discussed the new website, you didn't give me a chance to explain my ideas, and I don't think you made the conversation fair. I tried to explain that your goal of attracting younger customers is good, but we need to create a more interactive website that's plugged into social media if we're going to make this happen. You seem to just want the easiest, quickest solution. Before we start developing the site any more, let's meet and change things up a bit. Jaclyn Accusatory. Jaclyn lays blame on Haniz in every regard. The repeated use of you-voice Increases the accusatory tone.