Principles of Interpersonal Communication and Emotional Intelligence

A set of vocabulary flashcards covering key definitions and core concepts from Chapter 2: Principles of Interpersonal Communication and Emotional Intelligence.

Interpersonal Communication

The process of sending and receiving verbal and nonverbal messages between two or more people.

The Four Domains of Emotional Intelligence

The four core areas of EQ comprising self-awareness, self-management, empathy, and relationship management.

Optimism

A self-management perspective that views failures as events that can be changed in the future.

Pessimism

A self-management perspective that views failures as indications of one's own incompetence or inability.

Empathy

The ability to accurately recognize emotions in others and understand what is really going on with them, as well as understanding their feelings, perspectives, and needs.

Sympathy

Feeling concern or pity for someone who is experiencing difficulty or suffering.

Relationship Management

Understanding others and managing your interactions with them effectively, which includes building trust and resolving disagreements.

Active Listening

A listening approach consisting of paying attention, holding judgment, reflecting, clarifying, summarizing, and sharing.

Learner Mind-Set

A mindset that listens with an open mind and stays open to understanding other people's ideas and perspectives.

Judger Mind-Set

A mindset that makes up its mind before fully listening to others and has difficulty finding common ground.

Learner Statement

A statement that demonstrates an openness to understanding another person's view, such as: 'I have a different perspective, so I want to understand how you see this.'

Judger Statement

A statement that criticizes or judges another person's conclusion before seeking shared understanding.

Rapport-Building Questions

Questions intended to build comfort and connection.

Funnel Questions

Questions that start broad, then move to specific questions.

Probing Questions

Questions that ask for more details or clarification.

Solution-Oriented Questions

Questions that focus on finding solutions.

Open-Ended Questions

Questions that encourage people to explain their thoughts and provide more information.

Closed Questions

Questions that require simple responses, such as yes or no.

Leading Questions

Questions that guide people to your way of thinking.

Disguised Statements

Opinions or statements presented in question form.

Cross-Examination Questions

Questions that find contradictions and point out flaws in what others have said or done.

Perspective-Getting

Accurately understanding the views of others.

Note-Taking

Recording important points to recall conversations and prepare for future conversations.

Timidity (Trap of Empathy)

An empathy trap defined by being timid or less assertive about asking for help.

Pessimism (Trap of Empathy)

An empathy trap defined by making yourself available to all requests, sometimes at the expense of your own work.

Emotional Concern for Others (Trap of Empathy)

An empathy trap defined by being so concerned about others that you often say 'yes' to people who take advantage of your willingness to help.

Nonverbal Communication

Gestures, expressions, tone, and other nonverbal signals that convey seriousness or sarcasm, enthusiasm or disinterest, caring or lack of concern, and attentiveness or boredom.

Congruence (in Nonverbal Communication)

Checking if nonverbal messages match verbal messages.

Sight-Read in Clusters

Interpreting nonverbal signals together rather than in isolation or separately.

Analysts

A personality type characterized as logical, strategic, and objective.

Diplomats

A personality type characterized as empathetic, caring, and cooperative.

Sentinels

A personality type characterized as organized, responsible, and practical.

Explorers

A personality type characterized as flexible, curious, and spontaneous.

Introverts

Individuals who prefer time to reflect and may favor smaller conversations.

Extroverts

Individuals who enjoy social interaction and may think out loud.

Civility

Workplace behavior characterized by respect, courtesy, and consideration.

Incivility

Workplace behavior characterized by rudeness, gossip, insults, and disrespect.

Gossip

Talking about others behind their backs, which can damage trust among colleagues.

Confirmation Bias

The tendency to look for support of our beliefs and opinions from others.