Chapter 2 3700

Self-management

"ability to use awareness of your emotions to stay flexible and to direct your behavior positively".

Which of the following are types of poor questions?

leading questions; cross-examination questions; disguised statements.

Which of the following situations describes emotional hijacking?

A person's behavior is controlled by emotion.

Which of the following questions display a judger mind set?

Who caused this disaster?; Why doesn't this work?

Which of the following is an example of a rapport-building question?

What do you think about the online sales tactics conference you attended?

Research indicates that just 36% of people can _____________________________

accurately identify their emotions as they occur.

In general, emotional intelligence is developed through conscious effort and ___________________________________.

attention to your feelings and interactions with others.

Which of the following are elements of emotional intelligence?

developing empathy; understanding emotions; managing emotions.

Physiological noise refers to

disruption to physiological factors such as hearing problems, memory loss, or illness.

Understanding the emotions and needs of others is called __________________.

empathy.

Incivility in the workplace can reduce ____________________.

employee job satisfaction; the effectiveness of a company's leaders; employee loyalty to the company

Which of the following are principles for managing business relationships effectively?

ensuring civility in the workplace; adapting communication to the preferred styles of others.

Self-awareness

foundation for emotional intelligence that involves accurately understanding your emotions as they occur and how they affect you.

Rapport-building questions

intended to create bonds between people.

Psychological noise refers to

interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction. ("he's unreliable, she's calculating", etc.)

In practice, many barriers interfere with achieving shared meaning, including ___________________________________.

internal noise, external noise, and lifetime experiences

The process of sending and receiving verbal and nonverbal messages between people is called _____________________.

interpersonal communication

It is important to behave with civility in the workplace because _________________.

it indicates concern for others; it demonstrates good character; it sometimes calms a volatile situation

In order to pay proper attention and demonstrate your eagerness to understand what another person has to say, you should _____________________.

nod when appropriate; lean forward

Semantic noise

occurs when communicators apply different meanings to the same words or phrases.

One person is talking to another, but the words can barely be heard because of loud music playing in the background. This is an example of communication that is being affected by ___________________.

physical noise

Encoding

process of converting meaning into messages composed of words and nonverbal signals.

Decoding

process of interpreting messages from others into meaning.

Being able to manage interactions successfully by using your awareness of your own emotions as well of those of others is called ________________.

relationship management

What is civility?

respect for other people's dignity and importance; an outgrowth of emotional intelligence; demonstration of personal character.

Emotional hijacking could not typically lead to _________________.

responding calmly and logically to a personally critical remark someone has made

People with high self management tend to be optimistic. This means they are likely to _____________________.

see failure as a learning experience; respond to a crisis by forming a plan of action; look to the future instead of the past

Being able to interpret and perceive the meaning of nonverbal communication through careful observation and examination is ____________________.

sight reading

Shared meaning

situation in which people involved in interpersonal communication attain the same understanding about ideas, thoughts, and feelings.

8 principles of improving civility in society and workplace;

slow down and be present in life; listen to the voice of community; keep positive attitude; respect others and grant plenty validation; disagree graciously and refrain from arguing; get to know people around you; pay attention to small things; ask, don't tell.

Extroverts

tend to get much of their stimulation and energy from external sources such as social interaction.

Introverts

tend to get much of their stimulation and energy from their own thoughts, feelings, and moods.

Which of the following statements about nonverbal communication are true?

the meaning of nonverbal communication is less precise than verbal communication; nonverbal communication is mostly understood on a subconscious level and developed instinctively.

Emotional quotient

the single best predictor of workplace performance.

Emotional intelligence involves

understanding emotions, managing emotions to serve goals, empathizing with others, and effectively handling relationships with others.

Optimists

view failures as events that can be changed in the future.

Pessimists

view failures as indications of their own incompetence or inability.