Communication – Effective Communication

Often, quite poorly.

Communication should be:

• Clear and concise
• Correct
• Timely
• Receptive
• Open

Cognitive skills can be viewed as the tip of the iceberg, where decision-making and performance are observed.

The behavioural skills which support these cognitive skills are dependent on EQ, or Emotional Intelligence.

Emotional Intelligence:

“The capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions well in ourselves and in our relationships.”

Daniel Goleman (1998)

“Research shows that for jobs of all kinds, emotional intelligence is twice as important an ingredient of outstanding performance as cognitive ability and technical skill combined”

Daniel Goleman

Daniel Goleman studied 188 companies, including British Airways.

• Research shows Emotional Intelligence is the quality that separates good from the great.
• 2 x more effective than IQ and Technical Skills.
• The higher the rank of the employee, the more EQ was an indicator of performance.

Emotional Intelligence indicates how well you operate as a team member. Emotional Intelligence tests are one-way employers are able to predict future performance.

Emotional Intelligence is the ability to filter a stimulus by interpreting, with reference to others around us then behaving in an appropriate manner.

This is the essence of emotional intelligence.

Not What you say, but How you say it….

Which determines What is heard by the listener…

Pilots on the job have reduced influence of body language as they are mostly looking towards their RPA. Therefore Pitch, Tone and Emotions become significant.