Welcome
Business Communication
Emotional Intelligence in Communication
Introduction to
the..
2
Topics
• What is emotion?
• Emotions and the Brain
• IQ VS EI
• EI and Communication Effectiveness
• Ability Model of EI
• Trait Model of EI
• Mixed Model of EI
Learning to Manage Emotions
• Understand Emotional Energy Matrix
• How to develop and enhance EI
If your Emotional Intelligence (EI) is good
then we can say,
you have a great scope to be an efficient
communicator
that means
you have the potential quality of effective
communication.
What is emotion?
• Emotions are biological states associated with all
of the nerve systems brought on by neurophysiological
changes variously associated with thoughts, feelings,
behavioral responses, and a degree of pleasure or
displeasure.
Expression of Emotion
Joy
Disgust Fear
Surprise Anger
Sadness
Emotions and the Brain
The emotion processing network
includes several areas of the brain.
Some of these areas are shown here
shaded in blue and you can see their
different jobs:
the amygdala (almond) recognizes and
sorts the emotions before transporting
them to other areas. In the picture, this
transportation is visualized by a train
driving along the dotted track line to the
most frontal part of the brain.
Once the information arrives there, the prefrontal cortex and the
cingulate cortex act as a control center (little man behind desk),
deciding what has to be done next with the incoming emotions.
Many areas work together to process an emotion!
Left vs Right brain
The two hemispheres of
the brain are related
differently to emotional
processes. The right
hemisphere may be more
adept than the left at
discriminating between
emotional expressions.
Intelligence Quality Vs Emotional Quality
• EQ and IQ are terms that are often confused and
mistakenly used with each other. However, there are some
very important distinctions between EQ and IQ.
• IQ is known as “Intelligence Quotient” and it’s a
measure of a person’s relative intelligence.
• Emotional Quotient, also known as EQ, is the ability to
identify and manage your emotions and the emotions of
others.
The sky’s the limit for a person who excels in both areas.
Types of EI Models
There are three main models of EI:
1. Ability model
2. Mixed model
3. Trait model
Ability Model
• Salovey and Mayer’s conception of EI strives to
define EI within the confines of the standard criteria for a
new intelligence.
• The ability-based model views emotions as useful
sources of information that help one to make sense of
and navigate the social environment.
• The model proposes that individuals vary in their
ability to process information of an emotional nature
and in their ability to relate emotional processing to a
wider cognition.
The model claims that EI includes four types of abilities:
1. Perceiving emotions
• The ability to detect emotions in faces, pictures,
voices, and cultural facts—including the ability to identify
one’s own emotions.
• Perceiving emotions represents a basic aspect of
emotional intelligence, as it makes all other processing of
emotional information possible.
2. Understanding Emotions
• The ability to comprehend emotion language and to
appreciate complicated relationships among emotions.
3. Using emotions
• The ability to harness emotions (sense) to facilitate
various cognitive activities, such as thinking and problem
solving.
• The emotionally intelligent person can capitalize fully
upon his or her changing moods in order to best fit the task at
hand.
4. Managing emotions
• The ability to regulate emotions in both ourselves and in
others.
• Therefore, the emotionally intelligent person can harness
emotions, even negative ones, and manage them to achieve
intended goals.
✔ By testing a person’s abilities on each of the four branches of
emotional intelligence, it generates scores for each of the
branches as well as a total score.
Mixed Model
• The model introduced by Daniel Goleman focuses on EI as a
wide array of competencies and skills that drive leadership
performance.
• Goleman’s model outlines five main EI constructs:
• Goleman includes a set of emotional competencies
within each construct of EI.
• Emotional competencies are not innate talents, but
rather learned capabilities that must be worked on and
can be developed to achieve outstanding performance.
• Goleman posits that individuals are born with a
general emotional intelligence that determines their
potential for learning emotional competencies.
1. Self-awareness – the ability to know one’s
emotions, strengths, weaknesses, drives, values and
goals and recognize their impact on others.
2. Self-regulation – involves controlling or redirecting
one’s disruptive emotions and impulses and adapting to
changing circumstances.
3. Social skill – managing relationships to move
people in the desired direction
4. Empathy – considering other people’s feelings
especially when making decision
5. Motivation – being driven to achieve for the sake
of achievement.
Trait Model
Trait Emotional Intelligence (Trait EI) theory was
introduced by Petrides in 2001 and “describes our
perceptions of our emotional world: what
our emotional dispositions are and how good we
believe we are in terms of perceiving, understanding,
managing, and utilizing our own and other people's
emotions”
The Importance of Emotional Intelligence
If you think emotional intelligence is only important for those who
always have to interact or communicate with people, think it again.
Emotional intelligence is a gateway to a balanced-life. It’s essential
to basically every aspect of life:
Physical Health
The ability to take care of our bodies and specially to manage our
stress, which has an incredible impact on our overall wellness, is
heavily tied to our emotional intelligence. Only by being aware of
our emotional state and our reactions to stress in our lives can we
hope to manage stress and maintain good health.
Mental Well-Being
Emotional intelligence affects our attitude and outlook on life. It can
also help to alleviate anxiety and avoid depression and mood
swings. A high level of emotional intelligence directly correlates to a
positive attitude and happier outlook on life.
Relationships
By better understanding and managing our emotions, we are better
able to communicate our feelings in a more constructive way. We
are also better able to understand and relate to those with whom
we are in relationships.
Understanding the needs, feelings, and responses of those we care
about leads to stronger and more fulfilling relationships.
Conflict Resolution
When we can discern people’s emotions and empathize with their
perspective, it’s much easier to resolve conflicts or possibly avoid
them before they start. We are also better at negotiation due to the
very nature of our ability to understand the needs and desires of
others. It’s easier to give people what they want if we can perceive
what it is.
Success
Higher emotional intelligence helps us to be stronger internal
motivators, which can reduce procrastination, increase self-
confidence, and improve our ability to focus on a goal.
It also allows us to create better networks of support, overcome
setbacks, and persevere with a more resilient outlook. Our ability to
delay-gratification and see the long-term directly affects our ability to
succeed.
Leadership
The ability to understand what motivates others, relate in a positive
manner, and to build stronger bonds with others in the workplace
inevitably makes those with higher emotional intelligence better
leaders. An effective leader can recognize what the needs of his
people are, so that those needs can be met in a way that encourages
higher performance and workplace satisfaction.
An emotionally savvy and intelligent leader is also able to build
stronger teams by strategically utilizing the emotional diversity of
their team members to benefit the team as a whole.
Learning to Manage Emotions
Anybody can become angry - that is easy, but to be
angry with the right person and to the right degree and
at the right time and for the right purpose, and in the
right way - that is not within everybody's power and is
not easy. - Aristotle
Positive Actions to Help you Manage Emotions
There are a number of actions that you can take that will help you
to manage your emotions. Many of them are very general, but try
them because you may just find that they work.
• Exercise
• Be kind to others
• Be open and accept what is going on around you.
• It’s good to talk.
• Don’t give in to negative thinking.
• Spend time outside.
• Be grateful.
• Play to your strengths.
• Notice the good things in your life.
How to develop Emotional Intelligence Skills
Practice makes perfect, and when it comes to developing your EI
skills, all of the following 4 exercises are most effective when
practiced regularly.
1. Work on your self-awareness
2. Reframe your perceptions of self-management
3. Become aware of your emotional triggers
4. Recognize and celebrate your positive emotions
Summary & Open
Forum
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