Communication in Business

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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=mKNUC0avN
gg
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