Reflection report communication in business
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Lecture4.pptxCRICOS 03171A
BUS709 Communication in Business
Lecture 4 – Persuasive Communication:
Emotional intelligence Self-talk and Assertiveness
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The lecture material contains content owned by KOI and other materials copyrighted by Eunson, B. Communicating in the 21st century, John Wiley & Sons Australia Ltd, Milton, Qld
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Learning objectives
Explain the concepts of emotional intelligence and emotional competence
Identify various examples of negative and positive self-talk
Describe a range of assertive behaviours
Understand and use a range of assertive verbal skills
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Interpersonal and Intrapersonal Communication
Intrapersonal communication comes from the Latin intra: ‘on the inside, within’ – communicating with yourself: your internal communication or ‘self-talk’.
Interpersonal communication comes from the Latin inter: ‘between, among, amid, in-between, in the midst’ – normally refers to communication in situations where people can interact directly, such as one-to-one and in small groups or teams.
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Improving Interpersonal Communication for workplace applications
You can learn to:
Extend your ability to work with others to solve problems.
Identify the real needs of clients and other staff.
Handle conflicts/complaints and manage stress.
Be a flexible, adaptable communicator.
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Emotional intelligence
Emotional intelligence is a new concept that helps you understand human communication.
It may be useful to distinguish between:
Emotional intelligence (EI) refers to a person’s basic underlying capability to recognise and use emotion
Emotional competence (EC) refers to the personal and social skills that lead to superior performance in the world of work
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Emotional intelligence
Emotional competencies:
Emotional awareness: recognising one’s emotions and their effects
Self-control: keeping disruptive emotions and impulses in check
Achievement drive: striving to meet or to improve a standard of excellence
Understanding others: sensing others’ feelings and perspectives, and taking an active interest in their concerns
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Activity: What is Emotional Intelligence
https://www.youtube.com/watch?v=Y7m9eNoB3NU
Watch this video in pairs and discuss - How do you understand Emotional Intelligence?
Share in class.
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Emotional intelligence
Emotional intelligence (EQ) has been described as an indispensable suite of skills and abilities with real and immediate practical payoffs:
‘IQ gets you hired, but EQ gets you promoted’
There are some problems with the concept although considering how new it is, that is hardly surprising
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EI Discussion
Do you Know your emotions?
What are emotions?
Different levels of emotional awareness
Increase your emotional knowledge of yourself
Recognise ‘negative’ and ‘positive’ emotions
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EI Discussion
Do you manage your emotions?
The relationship between emotions, thought and behaviour
The importance of values
The impact of not managing and processing ‘negative’ emotions
Techniques to manage your emotions in challenging situations
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EI Discussion
Can you recognise emotions in others?
The universality of emotional expression
What tools to enhance your ability to recognise and appropriately respond to others' emotions
Perceiving emotions accurately in others to build empathy
Tools to lead, motivate others and create a high performing team
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EI Discussion
Relate to others
Apply EI in the workplace
The role of empathy and trust in relationships
Increase your ability to create effective working relationships with others (peers, subordinates, managers, clients
Deal with conflict
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Emotional intelligence
Involves:
openness
empathy and supportiveness
equality
confidence
immediacy
interaction management
self-monitoring
expressiveness.
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Activity
Discuss in a group how an emotion (either negative or positive) can affect your decision making in a workplace?
Give an example.
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Self-talk
Self-talk, or the conversations you have with yourself has been used in
speech therapy
sports training and motivation
self-motivation through affirmations
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Self-disclosure
Involves showing reactions & feelings about a situation
Giving information about the past that affects this reaction
Letting the other person know their feelings & reactions to the situation
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Johari Window
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Johari Window
Helps to understand our self-concept & how we self-disclose
Public arena – free & open communication
Hidden arena – build a front to cover up
Blind spot – no knowledge of certain characteristics
Unknown area – unknown reasons for certain behaviours
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Assertiveness
Assertiveness - a defence system against the negative communication styles of others.
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‘I’ Statements
Watch this video and in a group of 2 o 3, discuss and write down advantages of ‘I; statements over ‘you’ statements (blaming) in professional communication:
https://www.youtube.com/watch?v=avw76Ly6E3w
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Assertiveness
Assertiveness - a way of analysing your own communication styles, and as a system to increase your personal effectiveness.
A good definition of assertiveness is: Getting what you want from others without infringing on their rights
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Aggressive and submissive behaviour
Aggressive behaviour: Bullying, getting what you want at any
cost (often by infringing on the rights of others).
Submissive behaviour: Fear of speaking up for yourself.
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Assertiveness
Behaviour patterns
Giving and receiving compliments
Making requests
Expressing liking, love, affection
Initiating and maintaining conversation
Standing up for your rights
Refusing requests
Expressing personal opinions, including disagreement
Expressing justified displeasure and anger
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Developing the Three Part Assertive Message
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Here are some simple tips on being assertive
Repeat quietly but firmly the point you're trying to make.
Don't be shouted down.
Be prepared to say what you need to say.
Don't be drawn into arguments.
Don't allow people to make you feel guilty if you can't do something.
You have a right to decide what you feel able to do or not to do.
Be aware that body language gives off clear messages.
When you’re being assertive, you need to keep eye contact, use a firm tone of voice.
Don’t go over the top with apologies.
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Assertive versus aggressive? Activity:
https://www.youtube.com/watch?v=mKNUC0avNgg
Watch the video and discuss who is assertive and who is aggressive here?
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Activity
Think of the following situations and how will you deal with it
. Speaking to a person who has jumped a queue.
. Asking people in a theatre to stop talking
. Asking someone not to use their phone in a public transport.
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Chapter 9: EI Self Talk & Assertiveness
Summary:
Learning, not psychobabble
Emotional intelligence
Intrapersonal communication: self-talk
Assertiveness
Behavioural styles
Behavioural patterns
Verbal skills
Limitations
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