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BUSINESS COMMUNICATION > Interpersonal Communication and Emotional Intelligence > Flashcards

Interpersonal Communication and Emotional Intelligence Flashcards

1
Q

WHAT IS INTERPERSONAL COMMUNICATION PROCESS?

A

The interpersonal communication process is the process of sending and receiving verbal and nonverbal messages between two or more people.

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2
Q

WHAT IS MEANING?

A

Meaning - the thoughts and feelings that people intend to communicate to one another

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3
Q

WHAT IS ENCODING?

A

Encoding - the process of converting meaning into messages composed of words and nonverbal signals

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4
Q

WHAT IS DECODING?

A

Decoding - the process of interpreting messages from others into meaning.

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5
Q

GOAL OF INTERPERSONAL COMMUNICATION?

A

People involved arrive at shared meaning - same understanding about ideas, thoughts and feelings

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6
Q

BARRIERS TO ACHIEVING THE GOAL?

A
  1. External noise
  2. Internal noise
  3. Lifetime experiences
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7
Q

TYPES OF NOISE?

A
  1. Physical noise (external)
    • loud noises
  2. Physiological noise (internal)
    • illness
  3. Semantic noise (internal)
    • communicators apply different meanings to the same words or phrases
  4. Psychological noise (internal)
    • interference due to attitudes, ideas and emotions experienced during interpersonal interaction
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8
Q

WHAT IS LIFETIME EXPERIENCES?

A

Lifetime experiences are the accumulated knowledge, values, expectations and attitudes based on prior personal experiences.

The more shared experiences, the easier the communication is

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9
Q

WHAT IS EMOTIONAL INTELLIGENCE (EQ)?

A

Emotional intelligence involves understanding emotions, managing emotions to serve goals, empathizing with others, and effectively handling relationships with others.

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10
Q

WHAT IS EMOTIONAL HIJACKING?

A

A situation in which emotions control our behaviour causes us to react without thinking

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11
Q

WHAT ARE THE DOMAINS OF EMOTIONAL INTELLIGENCE (EQ)?

A
  1. Self-awareness (foundation)
  2. Self-management
  3. Empathy
  4. Relationship management
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12
Q

WHAT IS SELF-AWARENESS?

A

Self-awareness involves accurately understanding your emotions as they occur and how they affect you.

TRIGGERS - Events that cause strong emotional reactions

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13
Q

WHAT IS SELF MANAGEMENT?

A

Self-management is the ability to use awareness of your emotions to stay flexible and to direct your behaviour positively.

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14
Q

WHAT IS EMPATHY? AND HOW TO DEVELOP IT?

A

Empathy is the ability to accurately pick up on emotions in other people and understand what is really going on with them.

  1. listening
  2. Sight reading nonverbal communications
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15
Q

WHAT IS ACTIVE LISTENING?

A

Active listening is a person’s willingness and ability to hear and understand.

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16
Q

WHAT ARE THE COMPONENTS OF ACTIVE LISTENING?

A
  1. Paying attention
    • devoting your whole attention to others and allowing them enough comfort and time to express themselves completely
    • understand everything they say from their perspectives
    • body language
  2. Holding judgement
    • demonstrate a learner mindset (eagerness to hear others’ ideas and perspectives and listen with an open mind) rather than a judger mindset (people have their minds made up before listening carefully to others’ ideas, perspectives, and experiences. )
  3. Reflecting
    • Thinking about the ideas and emotions of others
  4. Clarifying
    • making sure you have a clear understanding of what others mean
  5. Summarizing
    • restate major themes so that you can make sense of the big issues from the perspective of the other person
  6. Sharing
    • expressing your own perspectives and feelings.
17
Q

LEARNER STATEMENT VS JUDGER STATEMENT?

A

Learner statement - willing to hear different opinions

Judger statement - closed off to hearing people out, shut down honest conversations.

18
Q

WHAT ARE THE BARRIERS TO ACTIVE LISTENING?

A
  1. Lack of time.
  2. Lack of patience and attention span.
  3. Image of leadership.
  4. Communication technology.
  5. Fear of bad news or uncomfortable information.
  6. Defending.
  7. Me too statements.
  8. Giving advice.
19
Q

TYPES OF EFFECTIVE QUESTIONS?

A
  1. Rapport-building
  2. Funnel - break down a problem into manageable pieces
  3. Probing - iterations of questions about the causes, consequences, and scope of group guest complaints attempt to look at the problem from every angle.
  4. Solution-oriented - form the basis for identifying options about how to move forward
20
Q

TYPES OF COUNTERPRODUCTIVE QUESTIONS?

A
  1. Leading - lead the listener to agree with or adopt the perspective of the asker
  2. Disguised statements
  3. Cross-examination
21
Q

WHAT IS RELATIONSHIP MANAGEMENT?

A

Relationship management is the ability to use your awareness of emotions and those of others to manage interactions successfully

BUSINESS COMMUNICATION (2 decks)

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