Managerial Communications:
1/14/2022
Emotional Intelligence:
 Daniel Goleman brought emotional intelligence into the spotlight.
 What is emotional intelligence?
o Ability to simultaneously:
 Understanding your own emotions
 Maintaining awareness of your emotions
 Keeping your emotions in check
 Recognizing the emotions and feelings of others
 Adapting to the emotions and feelings of others
 Relationship Between EQ (EI) and IQ
o EQ
 Empathy
 Motivation
 Self reflection
 Manage
 Relationships
 Social awareness
 Self control
o IQ
 Analysis
 Know how
 Technological
 Expertise
 Concept and design
 Critical thinking
 Patterns and logic
 What type of intelligence (EI or IQ) is more important for success?
o Emotional Intelligence
 90% of what sets top performers apaprt from those with
similar technical skills
 EI explains up to 58% of success in all types of jobs
 Every point increase in EI corresponds to a $1300 increase
in annual salary
 Higher EI leads to better decision making
 Higher EI contributes to better psychological health
 Why Should I Care?
o Emotional Intelligence is:
 Foundation of interpersonal skills
 Communication
 Non verbal communication
 Listening skills
 Intercultural communication
 Persuasive skills
 Conflict management/dispute resolution skills
 Relationship building/collaboration skills
o EI can be developed and is more important than IQ for success
o Highly prized skill set by employers
 Emotional Intelligence – Components:
o
Competencies
o
What I
o
What I Do
See (skill)
(skill)
o
Personal
o
Self
o
Self
competence
awareness
management
o
Social
o
Social
o
Relationship
competence
awareness
management
1/19/2022
Self-Awareness:
 Your ability to accurately perceive your emotions and stay aware of
them as they happen.
 Ability to perceive your own strengths and weaknesses
 Internal self awareness
o Understand how you see yourself.
 External self awareness
o You understand how others perceive you.
 Emotions, Feelings and Moods; What’s the Difference?
Emotions
Feelings
Moods
 Chemicals
 Physical and
 Mix of feelings
released
mental
and emotions.
throughout the
sensations that
 More general –
body in response
arise as we
not tied to a
to a trigger.
internalize
specific
emotions.
 Regulate our cells
incident.
 Feelings are
to adapt to
 Tend to last for
emerging threats
how we begin to
longer periods
and
make sense of
of time.
opportunities.
emotions.
 Are you internally self-aware?
o Estimates are that only 36% of us can accurately identify our
emotions as they happen.
o How do you develop internal self-awareness?
 Cultivate an emotion-related vocabulary (emotional literacy)
 Learn not to judge your emotions
 Emotions are DATA
 Mindfulness:
o Paying attention on purpose, in the present moment, and without
judgement.
o Nonjudgmental- don’t judge, just notice.
o Difficult emotions
 6 steps to mindfully deal with difficult emotions:
o Turn towards your emotions with acceptance
o Identify and label the emotion
o Accept your emotions
o Realize the impermanence of your emotions
o Inquire and investigate
o Let go of the need to control your emotions
Emotion Wheel:
 Way to dig deeper into what emotion your feeling.
Mood Meter:
 Way to determine what mood you are in by pleasantness and energy
levels.
Emotions….Confused and Confusing
 Anger vs. Disappointment
o Disappointment is having an unmet expectation.
 Envy vs. Jealousy
o Envy- wanting what someone else has
o Jealousy- feeling threatened about the loss of something or
someone we love.
 Guilt vs. Shame
o Guilt- feel like you’ve done something wrong
o Shame- feeling or seeing yourself like you’re a bad person
Emotional (or Amygdala) Hijacking
 Low emotion: calm or relaxed
 High emotion: anger, fear, excitement, love, hate, disgust, frustration
1/21/2022
 Types of personality tests:
o True colors personality test
o Myers-briggs type indicator
o Big five personality test
 True Colors Personality Test:
1/24/2022
 Emotional Intelligence: Self-Management
o Skill that we can develop over a lifetime.
 Emotional self-control
 Integrity
 Drive
 Adaptability
 Initiative/innovation
 Learning orientation
o Emotional Self-Control
 Putting needs/impulses on hold to pursue more important
goals
 Managing emotions – means choosing how to respond
 Can’t control emotions but can control how we
respond
 Self-criticism as a defense mechanism
 Trying to reject ourselves before others have the
chance to
o Emotional Agility
 Recognize your patterns
 Label your emotions and thoughts
 Accept them
 Act on your values
o Meta-Moment
 Sense the shift
 Notice when the shift in body and mind about the
situation
 Stop or pause
 Stop and think
 See your best self
 See if your best self would do this, if I do this will it
negatively affect my rep or how I see myself
 Strategize and act
o RULER
 R- Recognizing emotions in self and others
 U- Understanding the causes and consequences of
emotions
 L- labeling of emotions accurately
 E- expressing emotions appropriately
 R- regulating emotions effectively
o GRIT
 Sustained effort towards achievement of a long term goal.
 Talent counts once, effort counts twice.
 Talent x effort = skill
 Skill x effort = achievement
 GRIT is biggest predictor of lifelong success
 GRIT requires self-discipline and self-control both regulated
by emotions.
o How to develop GRIT:
 Develop a passion for what you are trying to do.
 Strive to improve everyday
 Remind yourself of the greater purpose
 Adopt a growth mindset
VIEW OF
INTELLIGENCE
FIXED MINDSET
Thinks they are fixed traits
CHALLENGES
OBSTACLES
Leads to desire to look smart
and there a tendency to
Avoids challenges
Stops and gives up
EFFORTS
Takes the lazy way
CRITICISM
Avoids and takes it
personally
Will put pressure on others to
make himself better
People who adopt this
mindset plateau early and
achieve less than their
full potential.
SUCCESS OF
OTHERS
RESULTS
GROWTH MINDSET
New abilities can develop,
endless opportunities to
advance. Continue to learn.
Leads to a desire to learn and
therefore a tendency to
Embrace any challenge
Tries to find new ways to
overcome
Enjoys blood rushing and
thinks it goes to good life
Enjoys constructive criticism,
welcomes criticism
Will better someone else to
make self feel and do better
People who adopt this mindset
achieve ever higher levels
of achievement. This gives
them a greater sense of free
will.
1/28/2022
 Intercultural Communication
o What is culture?
 It’s a complex system of values, traits, morals, and customs,
shared by a society.
 A way of life for a group of people
 Molds how we think, behave, and communicate.
o High and Low Context:
 Context- stimuli, environment or ambience
 High-context cultures:
 Communicator doesn’t feel like they need to give
background. Meaning is derived from social setting,
relationships of people, and from nonverbals.
 Words are not taken literally.
 Not always straightforward.
 More intuitive, read between the lines.
 China, middle east countries
 Low-context cultures:
 Context doesn’t play into as much.
 Be explicit and to the point.
 Words matter, are taken literally.
 USA, Canada
 Individualism and Collectivism:
 Individualism- attitude of independence and freedom
from control
 Collectivism- emphasis membership in organizations,
groups, teams.
o Resist independence
 Time Orientation:
 The perception of time and how it is used is culturally
learned.
 Time as precious commodity (monochronic)
o Time is money
o Want things done on time.
o USA
 Time as unlimited resources (polychronic)
o Asians, middle east cultures.
o More fluid or flexible
o Move at a slower pace.
o Not tied to the clock
 Power Distance:
 How people relate to people who are more or less
powerful than them.
o High-power distance:
 Expectation of formal hierarchies.
 Respect for authoritarian leadership styles
o Low-power distance:
 USA
 Subordinates see themselves on same level
as bosses
 Equal playing field
 Communication Style:
 Low context societies:
o Words are very important
o Take words as they are
o People value being straightforward
o Not super comfortable with silence
 High context societies:
o All about context
o What someone says isn’t taken literally.
o More concerned about the vibe they are getting
from the people
o More concerned about gaining trust with the
people.
 Relationship Management:
o Culmination of all the other aspects of emotional intelligence
2/4/2022
 Building Influence & Persuading People:
o Persuasion:
 About getting people to say “yes”
 Persuasion is not manipulation
 We take shortcuts in our decision-making
o Six Principles of Persuasion:
 Reciprocity
 People are obliged to give back to others in the form
of a behavior, gift, or service that they have received
first.
 Scarcity
 People want more of those things they can have less
of.
 Authority
 People follow the lead of credible, knowledgeable
experts.
 Consistency
 People like to be consistent with the things they have
previously said or done.
 Liking
 People prefer to say yes to those that they like.
 Consensus
 People will look to the actions and behaviors of
others to determine their own, especially when they
are uncertain.
o Pre-suasion:
 Getting people sympathic before you give them the content
or deliver the message to them.
2/7/2022
 Interviews:
o Purpose of the interview:
 For the employer:
 Assess your abilities to see if you meet requirements
of the job
 Discuss your training, skills, and abilities in more
detail.
 Get a sense of what motivates you
 Decide if you fit with the organization’s mission and
goals
 For you:
 Convince the employer of your potential
 Learn more about the job and the company
 Expand upon the information provided in your
application materials
o Interview Sequencing:
 Figure 14.2
 Stages of hiring process:
 Application
 Initial screening (telephone or one-way video)
 Possible secondary screening (telephone or one-way
video)
 Proposal to hiring manager for preview
 Hiring interview (face to face or two-way video)
 Offer
o Types of interviews:
 Screening interviews:
 Consists of really broad interviews, not long at all
 Key questions to get at the heart of the job
 Hiring/placement interviews:
 On-on-one interviews
 Panel interviews
 Group interviews
o
o
o
o
o
 Sequential interviews
Preparing for a video interview:
 Do your homework
 Plan your answers
 Check your tech
 Control your room
 Dress to impress
 Practice, practice, practice
 Be the best you can be
Before the Interview:
 Professional phone etiquette and digital presence
 Preparation and practice, practice, practice
 Research target company
 Dressing for, travelling to, and arriving at your interview
During the interview
 Be authentic and true to yourself
 Be confident but avoid coming off as arrogant and acting
like a know it all
Types of questions
 Questions to get acquainted and gauge interest
 Situational questions
 Behavioral questions
 Challenging questions
 Salary questions
 Asking your own questions
Answering behavioral questions using success stories
 Use the STAR method
 Situation
o What happened
o When
o Where
 Task
o Describe the problem
o What needed to be done
o Why
 Action
o What did you do
o How
o What skills/tools did you use
 Result
o Explain the results (try to quantify)
o How to use influence in interview
 Reciprocity
 Scarcity
 Authority
 Consistency
 Liking
 Consensus (social proof)
o Actions to Avoid
o After the Interview
 Send thank you note to interviewers within 24 hours
 Contact your references
 Follow up
2/16/2022
 Planning Business Messages:
o The Communication process:
 1. Sender has ideas
 2. Sender encodes message
 3. Sender selects channel, transmits message
 4. Receiver decodes message
 5. Feedback returns to sender
o 3X3 Writing Process:
 Prewriting:
 Analyze:
o What is your purpose?
 Why am I sending this message?
 What do I hope to achieve?

 Anticipation:
o Choosing the best channel:
2/25/2022
 Professional Presentations:
o