University:
University of Mississippi
Course:
BUS 271 | Business Communication
Academic year:

2020
Views:

28

Pages:

3
Author:

Accinkiquicpqw

Interpersonal Communication and Emotional Intelligence What is Interpersonal Communication? – the process of sending and receiving verbal and nonverbal messages between two or more people. Encoding – the process of converting meaning into messages composed of words and nonverbal signals (sending) Decoding – process of interpreting messages from others into meaning (receiving) Why is it hard to communicate? Noise – causes distortion to or interruption of messages Types of Noise – (1) Physical Noise – external noise that makes it difficult to understand a message (loud noises, poor phone connection, blurry video, etc.) (2) Physiological Noise – disruptions due to physiological factors (hearing problems, illness, memory loss, etc. (3) Semantic Noise – when communicators apply different meanings to the same words or phrases (two people may apply different meaning to a concept such as acceptable profit margin) (4) Psychological Noise – interference due to attitudes, ideas, and emotions experienced during an interpersonal relationship (preexisting feelings or stereotypes) All outgoing messages are encoded and all incoming messages are decoded through a filter of lifetime experiences (accumulation of knowledge, values, expectations, and attitudes based on prior personal experiences). What is Emotional Intelligence? The understanding of emotions, managing emotions to serve goals, empathizing with others, and effectively handling relationships with others. Business managers with high emotional intelligence are more effective at influencing others, overcoming conflict, showing leadership, collaborating with teams, and managing change. Referred to as EQ – shown to be the single best predictor of workplace performance. 90% of high performers in the workplace are high in EQ. The most used EQ test for business professionals shows that emotional intelligence can be divided into four domains: Self Awareness, Self Management, Empathy, Relationship Management. What is Active Listening? A person’s willingness and ability to hear and understand. Requires a person’s full attention and all senses. Six Skills – paying attention, holding judgment, reflecting, clarifying, summarizing, sharing Holding Judgment – learner mindset – hear others’ ideas and perspectives and listen with an open mind. Judger Mind Set – people have their minds made up before listening carefully to others’ ideas, perspectives, and experiences. Barriers to Effective Listening Lack of Time Lack of Patience and Attention Span Image of Leadership (incorrect thinking that leaders should talk more than listen) Communication Technology Fear of Bad News or Uncomfortable Information Defending (self- protective behavior) Me Too Statements Giving Advice (if give advice too soon, limit conversation) Judging