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MGNT Ch. 1

One goal of interpersonal communication is to arrive at ______?
Shared meaning
What are some barriers to shared meaning?
Individual experiences
Noise (physical, semantic, psychological)
Emotional hijacking
Emotional hijacking
React without thinking
Emotional intelligence
EQ not equal to IQ
90% of top performers
high EQ=$29,000/yr
Domains of Emotional Intelligence
Self awareness
Self Management
Empathy (not sympathy)
Relationship management
Self awareness
involves accurately understanding your emotions as they occur and how they affect you
Self management
the ability to use awareness of your emotions to stay flexible and to direct your behavior positively

involves responding productively and creatively to feelings of self-doubt, worry, frustration, disappointment, and nervousness

the ability to accurately pick up on emotions in other people and understand what is really going on with them
Related skills to empathy
listening and reading non-verbal communication
Active listening
paying attention, holding judgement, reflecting, clarifying, summarizing, sharing, asking questions
“it sounds to me like…let me make sure I understand…is it fair to say you think…”
“not sure I understand…, can you explain what you mean by…”
“it sounds like your key point/concern is…”
“how is this useful? what can we do about this?”
asking questions
Reading nonverbal communication: “Slight Reading”
synchronizing, eye contact, smiles and nods, hands and arms, touch
Relationship management
adapting your communication style to fit others’
interpersonal communication process
sending and receiving verbal and nonverbal messages between two or more people
the thoughts and feelings that people intend to communicate to one another
converting meaning into messages composed of words and nonverbal signals
interpreting messages from others into meaning
shared meaning
a situation in which people involved in interpersonal communication attain the same understanding about ideas, thoughts, and feelings
causes distortion to or interruption of messages
physical noise
external; makes messages difficult to hear or otherwise receive
physiological noise
examples include: illness, memory loss, hearing problems
semantic noise
occurs when communicators apply different meanings to the same words or phrases
psychological noise
interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction
explain how emotional hijacking can hinder effective interpersonal communication
you may misrepresent your ideas, confuse the facts, say things to others that you later regret, display frustration or anger, remain silent when you would prefer to be heard, fail to listen to others, or disengage from working relationships that are in your best interest
explain how self awareness impacts the communication process
people with high levels of this understand their emotions well, what satisfies them, and what irritates them. These people have the ability to be self-reflective when they experience strong or even distressful emotions
low self-management
-unable to control impulses
-frequently vent frustrations without a constructive work purpose
-spend a higher percentage of work conversations on small talk, gossip, and non work related issues
strategies to improve self-management
-engage in relaxation techniques to clear your mind
-focus on how to improve your next effort rather than dwelling on disappointments of the current failure
-sleep on it
-practice self-talk
skills of active listening
-paying attention
-holding judgement
barriers to active listening
-lack of time
-lack of patience and attention span
-image of leadership
-communication technology
-fear of bad news
nonlistening behaviors
-“me too” statements
-giving advice
types of good questions
-provide an opportunity for asker and listener to bond through understanding one another

-how was your trip to the human resource conference?

-progressively break down a problem into manageable pieces, starting with a large, open-ended question and moving to increasingly specific and tactical questions
-these iterations about the causes, consequences, and scope of a group guest complaints attempt to look at the problem from every angle
-this approach is effective at identifying root causes and best solutions
-form the basis for identifying options about how to move forward
-ideally, open, we-oriented, and offer help to others
strategies for developing abilities in slight-reading
-consciously practice each day
-pay attention to congruence
-do it in clusters, not in isolation
-do it in context
strengths of extroverted professionals
-stating views directly and charismatically
-gaining the support of others
-organizing people to innovate
strengths of introverted professionals
-asking thoughtful and important questions
-listening to the ideas of others
-giving people space to innovate

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