study guide: Chapters 1 & 2 – Interpersonal Communication & Emotional Intelligence

Ineffective communication has several costs

Good communication is the

most desirable skill by employers

Components of communication:

• Sender

• Message

• Channel

• Receiver

Noise disrupts the

communication process

Types of Noise/barriers:

• Physical noise

• Physiological noise

• Semantic noise

• Psychological noise

Physical noise -

External distractions in your environment, e.g.

• Loud sounds

• Crowded areas

• Blurry videos

• Undelivered messages

Physiological noise

• The listening rate gap between the speaker and listener makes it easy for the mind to wander

• Physical and physiological noise leads to semantic noise

Semantic noise -

different meanings for the same words/phrases

Psychological noise

Emotional hijacking - when strong emotions take over, causing people to act irrationally or impulsively

Shared meaning -

is when the speaker and receiver have a mutual understanding of the message (Filter of Lifetime Experiences)

What to do about the noise:

• Communication competence

  • No ideal way to communicate

  • Competence can be learned

  • Know your audience, and adapt accordingly

• Overcome barriers to communication

• Manage emotions in communication

Emotional Intelligence

• Self-awareness

• Self-management

• Empathy

• Relationship Management

Self-awareness

What triggered me?

Self-management

Make a distinction between feelings and actions

Empathy

Active listening:

• Look (Pay attention)

• Inquire (Ask for clarification)

• Summarize (Confirm your understanding)

• Take notes

• Express your ideas (Share & encourage)

• Neutralize (Hold Judgement)

Relationship Management

• Attend work-related social outings

• Keep records of people in your network

• Greet others by Name and maintain regular contact

What do employers want?

• Professionalism - doing more than the bare minimum

Communication tools - Credibility consists of 3 things

• Competence

• Character

• Compassion