Emotional Intelligence, Dysfunctional Mental Models, and Improving Communication

Enhancing Knowledge Sharing The Moderating Effect of Emotional Intelligence on Dysfunctional Mental Models: A Framework for Enhancing Communication And Knowledge Sharing

Interdependent Relationship Mental Models Emotional Intelligence Communication

Assumptions:
Dysfunctional Mental Models negatively influence the interpersonal communication competence of individuals and impede knowledge sharing
Emotional Intelligence has a moderating effect on dysfunctional mental models

Emotional Intelligence (EI)
“ The capacity to reason about emotions to enhance thinking and assist knowledge.” *
Self Awareness
Self-Regulation
Social Awareness
Relationship Management
* Salovey and Mayer

Mental Models (MMs)
“ Psychological representations of the environment and its expected behavior.” *
Categorize cues
Make sense of the world
Anticipate consequences
Determine courses of action
* Holyoak

Dysfunctional MMs
Stereotypes
Polarization
Personal agenda
Generalizations
Assumptions
Faulty perceptions

Ineffective Communication
Contradictory cues
Language barriers
Emotional reactivity
Interrupting or ignoring
Criticism
Low confidence

Figure 1
Dysfunctional MMs and Ineffective Interpersonal Communication
Result in Decreased Knowledge Sharing

Moderating Effect of EI
Awareness (self and others)
Regulation (self and others)
Empathy
Non-verbal Emotional Expression

Figure 2
The Moderating Factor of EI (MOEEI)

Application
For Team Leaders:
Holistic view of complexity of EI, MMs, and interpersonal communication interdependence on knowledge sharing
Awareness of personal MMs
Regulate personal behavior

Results
For Individuals and Teams:
Facilitate positive changes in behavior
using the Moderating Effect of Emotional
Intelligence (MOEEI) model as a
diagnostic tool…

Change in Mental Models
Dysfunctional With MOEEI
Stereotyping Openness
Polarization Reach common ground
Personal Agenda Connect with others
Generalizations Inquiry
Assumptions Desire to Understand
Faulty perceptions Trust

Change in Communication
Contradictory cues Identify non-verbal cues
Language barriers Extract meaning
Emotional reactivity Regulate emotions
Interrupt; ignore Demonstrate interest
Criticism Ask questions
Low confidence Advocacy

Change in Knowledge Sharing
Withhold ideas Verbalize ideas
Control information Exchange information
Discard new information Acquire new knowledge
Inhibit creative problem solving Generate new knowledge
Fail to inquire for shared meaning Transfer Knowledge
Limit discussion Advocacy

Conclusion
Applying MOEEI model:
Learning goal-orientation vs. performance goal-orientation
Raise communication competence
Create environment conducive to knowledge sharing

Emotional Intelligence, Dysfunctional Mental Models, and Improving Communication

by Michelle Farabough on Oct 18, 2007

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