Chapters 1 and 2: Establishing Credibility and Understanding Interpersonal Communication and Emotional Intelligence

Ineffective Communication affects many

stakeholders...

Communication is Important in Business... Why?

Single most desirable skill by employers.

50% to 90% of a manager’s time is spent communicating.

Miscommunication is a causal factor in approximately 70% to 80% of all accidents.

Communication is a

Soft Skill

We Live in a Service Economy

• Customer Satisfaction leads to a company’s success

• Need to Increase Loyalty and Customer Retention

• Importance of Relationship Management

A Modern Perspective...

Now that I’m hiring a whole person, what can I do to make full use of that individual’s capabilities?

What are the component parts of Communication?

Exchange: SMCR

• Sender

• Message

• Channel

• Receiver

Shared meaning occurs when both the speaker and receiver(s) have a

mutual understanding of the message.

Just because somebody hears something you say, or reads something that you write, doesn’t mean you’ve reached them.

Communication Barriers

“Noise” Disrupts the Communication Process

• Physical (External)

• Physiological (Internal- Body)

• Semantic (Internal- Words, Knowledge)

• Psychological (Internal- Mind, Pesonality)

Physical Noise

• External Distractions in your Environment

• Loud Sounds

• Physical Barriers

• Problems with Medium Used

• Examples

  • Crowded Area

  • Blurry Video and Poor Audio Connection

  • Message Undelivered

  • Appearance and Attire

Physiological

• Listening Rate Gap Makes it Easy for our Minds to Wander

• Hearing Problems

• Illness

• Memory Loss

• Stuttering

• Sickness

  • Black and blue vs gold and white

Semantic

• Different meanings to the same words or phrases

  • Jargon

  • Slang

Psychological

• Attitudes

• Ideas

• Emotions

• Stereotypes

• Moods

Communication Competence

• No ideal way to communicate

• Competence can be learned!

• Know your Audience learn the Rules

1. Overcome barriers to communication

2. Manage emotions in communication

Sharing FAIR Ideas

• Simple (Ease of use, Familiarity)

• Helpful (Worth Sharing)

• Aware of Audience Expectations

• Relevant (remove weeds)

• Empathetic (Address their needs)

Interpersonal Communication is

Irreversible

Emotional Intelligence (EQ)

• Self Awareness

• Self Management

• Empathy

• Relationship Managment

Self Awareness

Self Management

Feelings vs. Actions

Empathy

Active Listening

• Look (Pay Attention)

• Inquire (Ask for clarification)

• Summarize (Confirm your understanding)

• Take notes

• Express your Ideas (Share and encourage)

• Neutralize (Hold Judgement)

Relationship Managemnet

• Attend Work-Related Social Outings.

• Keep records of people in your Network.

• Greet others by Name and Maintain regular Contact.

Communicating as a Professional...

What do employers want?

What do employers want?

Professionalism: doing more than the minimum making a meaningful