GEB 3213 FSU EXAM 2

Emotional Intelligence (EI)

- "The ability to understand, manage, and effectively express one's own feelings, as well as engage and navigate successfully with those of others"

- Strengthens business relationships

Empathy

- "The ability to understand and share the feelings of another"

- Put yourself in a position to feel what the other person is feeling

- Inhabiting the same emotional space as someone

- Factors contributing to person's sense of empathy: family structure, religious beliefs, cultural norms, and personal reading habits

Sympathy

- Feeling bad "for" someone

- Doesn't carry the same emotional weight as empathy does

Strategies for Improving Emotional Intelligence

- Reducing negative emotions

- Reducing fear of rejection

- Reducing stress

- Being assertive and expressing difficult emotion

- bouncing back from adversity

Reducing Negative Emotions

Includes reducing negative personalization and reducing the fear of rejection, self-awareness is a huge part of correcting negative behaviors

Reducing the Fear of Rejection

Take a step back and keep things in perspective, find other ways to think about your situation, stay positive, expand your way of thinking to consider more than just the bad stuff that might happen

Reducing Stress

Be engaged daily with small practices to help reduce your stress levels, thinking your way out of stress is a limited approach

Being Assertive and Expressing Difficult Emotions

Be straightforward and communicate your frustrations clearly, best to communicate difficult emotions in person so they can see your body language, expression, and content of your message

Bouncing Back from Adversity

We often concentrate more on our failures than we do on our successes, "Bouncing back" means learning from you mistakes and adjusting accordingly for the future, find a way to focus your energy on the future instead of the past

Negative Personalization

- Whenever you adopt a posture of negativity about a person's behavior instead of first looking at the situation from multiple points of view

- Practicing negative personalization is the quickest and easiest way to ruin a strong work relationship

Reactive Behavior

- Includes: Yelling at someone who belittles you, seeking revenge, steering clear of people in a way that makes it difficult for you to be productive at work

- All temporary solutions, compromises your ability to function in a healthy way at work

- Usually happens when we don't allow our brains enough time to respond with logic so we respond with emotions

Proactive Behavior

- Ruled by logic, taking a deep breath before responding

- Being self-aware enough to realize why you feel a certain way in a stressful situation and learning to anticipate your future behavior

Physiological Noise

- Anything that affects the body in a negative way

- Hinders a person's ability to fully function

- Ex: Temporary or chronic illness, sick, sprained ankle, tooth ache

Physical Noise

- Everything in your external environment

- Actual noise that distracts you from being able to concentrate

- Ex: Your coworker being loud/obnoxious as f**k

Psychological Noise

- Mild or severe mental health issue

- Ex: Anxiety. Depression, Stress, Bipolar disorder

- Most invisible and most stigmatized noise

- Need awareness about mental health issues and how they can affect you and your coworkers

Semantic Noise

- Mix ups in written and verbal communication

- Something gets lose in translation between speaker and listener, or sender and receiver

- Can be caused by: lack of clarity or details, cultural misunderstandings, or previously held assumptions about information being delivered

- Ex: Your boss says they need something by 8:00, you assume they mean 8am when they meant pm

Personal Responsibility (Social Media)

- Clean up your online reputation, but best to be cognizant from the beginning of your professional career and not most stuff on social media that could get you in trouble at work

- All social media should be on private

- Never post anything racist, sexist, misogynistic material online ever

- Your actions have consequences, everything can be screenshotted online

Professional Responsibility (Social Media)

- Solid social media campaigns can increase sales and build a strong customer base

- Platform for companies to respond to complaints, get attention, use humor, and take responsibility (apologize)

- Ex: Wendy's twitter, United Twitter

Aspects of successful and engaging social media presence:

o Utilize active language rather than passive language

o Often use light-hearted humor

o Genuinely attentive to their customer's needs

o Make use of current events in their viral marketing campaigns

- When building or maintaining your company's social media presence keep these in mind:

o Brand consistency

o Effective customer engagement

o Social and cultural relevancy

o Visibility

Synchronous Communication

- Phone calls or meetings in which both parties are present at the same time

- Usually kinder than asynchronous communication

Asynchronous Communication

- The sending of, and responding to, messages on one's own schedule

- Easier to say whatever you want because not in the presence of the person with whom you're communicating with

- Ex: Social media, emails

Reactionary Escalation

- If you get a angry comment of email, you don't have to (and shouldn't) reply in the same manner

- Can lead to trouble, especially with asynchronous communication

Active Language

- Active voice is used when the subject performs the action stated by the verb

- Ex: Tom changed the flat tire

Passive Language

- Passive voice is used when the subject is acted upon by the verb

- Ex: The tire was changed by Tom

Brand Consistency

- Brands and what they choose to represent, rely on certain characteristics regarding their customers, stereotypes, lifestyles, images

- Must keep brand consistent or else won't be successful

- Can be family orientated, wholesome, individualism, adventurous, etc

- Ex: Harley Davidson: "it's a lifestyle choice"- their marketing campaign

- When on social media, brand consistency can be shown by: language used, style, tone of voice

- Ex: Wendy's on twitter!!

Effective Customer Engagement

- Social media allows companies to develop relationships and interact with customers

- Concerns can be expressed and must be handled correctly or else could turn into a public relations nightmare (trend into something) (memes)

- Ex: Woman was fired from Cracker Barrel for no reason, husband complained and it went viral, backlash was throw at Cracker Barrel, memes were made

Social and Cultural Relevancy

- Paying attention to other viral media campaigns and incidents to use them to their advantage

- Pay attention to viral media, trending topics, and current cultural movements

- Opportunities to engage with rivals

- Ex: Chick-fil-A made a sign about hiring the woman fired from cracker barrel and everyone thought it was funny

Visibility

- Keeping company's brand visible on social media

- Followers can spread content

- Need to know how to interact with cultural products and news, when to post, use innovative language, images, videos, to get noticed and spread online

Situational Awareness

- Meeting someone you don't know in either a strictly professional or social setting

- Working with core group of coworkers, correct etiquette in office

- Need to learn how to develop interpersonal relationships, read people, and respond accordingly

- Need a healthy level of self-awareness when it comes to how and what your communicating

7-38-55 Rule

- States that body language accounts for 55% of any given message, tone of voice stands for 38%, while the words we choose account for a mere 7%

- Learning how to read a person's body language definitely falls into the category of situational awareness

Open Palms

A sign of honesty, letting the audience see you have nothing to hide, conveys your not a threat, ancient and primal gesture

Expansive Pose

Keeping your stance or body positive open is a sign of confidence and control, shows power

Low-power Pose

Expressing yourself in a closed-off posture, shows lack of confidence, ex: wrapping your arms around yourself

Stress Face

Clenched jaw, tightened neck, and furrowed brow is an dead giveaway that someone is under a lot of stress

Raised Eyebrows

To express surprise or doubt, can show if sincere or not

Eye Contact

Keeping eye contact with someone tells them at you're interested in what they have to say, too long of contact can be creepy or seem like they're lying

Vocal Range

If a person's voice goes up or down when your talking to them its likely that they are interested, if voice is flat they are disinterested

Laughter

Humor can show someone is interested and plays an important role in developing relationships

Mirroring

If two people are getting alone and forming a connection, they tend to mirror each other's body language, if one person crosses their legs, the other is likely to do it as well

Formal Behaviors

- Wearing Business attire

- Using formal email headings

- Using titles and last names

- Not engaging with coworkers outside of work

- Getting to work early/ on time

- Withholding personal information

- More consideration of personal space

Familiar Behaviors

- Wearing more casual attire

- Using informal email headings

- Using first names or nicknames

- Extending relationships beyond work

- Getting to work late

- (Over) sharing personal info

- Less consideration of personal space

Active Listening

- You have to be fully focused and engaged when talking on the phone

- People have short attention spans, and there is no written record of phone conversations, must listen attentively

- Be fully aware of your bosses/coworkers operating instructions

- Synchronous Communication

Business Meeting Etiquette

- Requires that you stick to the agenda, provide any information that is required of you, and help move the meeting forward in a productive way

- Side issues in business meetings are unavoidable but you should remain conscious of the primary items on the agenda and keep the meeting focused on them

- Be part of a team