Chapter 2: interpersonal communication and emotional intelligence

What is interpersonal communication

The process of sending and receiving verbal and nonverbal messages between 2 or more people

What is meaning in interpersonal communication

Thoughts and feelings that people intend to communicate to one another

What is encoding in interpersonal communication

Process of converting meaning into messages composed of words and non verbal signals

What is decoding in interpersonal communication

Process of interpreting messages from others into meaning

What are the four types of noise in interpersonal communicaition

Physical, physiological, semantic, psychological

What is semantic noise

Internal: occurs when communicators apply to different meanings to some words or phrases

What are the 4 domains of emotional intelligence

Self-awareness, self-management, empathy, and relationship management

What is emotional hijacking

A situation in which emotions control our behavior, causing us to react without thinking

What is the foundation for emotional intelligence

Self-awareness

All messages are decoded through a _____

Filter of lifetimes experiences

What is mitigating information

Involves favorable explanations for why others have behaved a certain way

What is empathy

The ability to accurately pick up on emotions in other people and understand what’s really going on with them

What are the 6 parts of active listening

Paying attention, holding judgement, reflecting, clarifying, summarizing, and sharing

What are the barriers to effective listening

Lack of time, lack of attention and attention span, image of leadership, communication technology, fear of bad news or uncomfortable info

What are rapport-building questions

Intended to create bonds between people

What are funnel questions

Move from general to specific

What are probing questions

Intended to analyze a business problem from every angle to uncover root causes

What are the wrong questions

Leading questions, disguised statements, and cross-examination questions

What are cross-examination questions

Intended to find contradictions in what others have said or done

What are disguised statements

Opinions presented in question form

What is the major goal of listening and asking right questions

Perspective-getting: understanding others views

Who are the highest and weakest performers

Givers

What is sight-reading

People revealing their actual feelings through body language

What is synchronizing

Sending the right nonverbal signals and showing empathy

What is relationship management

Ability to use your awareness of emotions and those of others to manage interactions successfully

What is the motivational value system (MVS)

The ability to use your awareness of emotions and those of others to manage interactions successfully

Blue MVS

Guided by motives to protect others, help others grow, and act in the best interests of others

Red MVS

Guided by concerns about organizing people, time, money, and other resources to accomplish results

Green MVS

Concerned about making sure business activities have been thought out carefully and that the right processes are put in place to accomplish things

Hubs

Professionals guided almost equally by all 3 of the MVSs

What is civility

Show of respect for the dignity and importance of others

Counter-narratives

Alternative and positive explanations for events (to avoid gossip)