Interpersonal Communication Skills: Notes | Corporate & Other Laws for CA Intermediate PDF Download

 Page 1


14 
Interpersonal Communication Skills 
Learning Objectives 
After reading this chapter, you will be able to understand: 
? Soft skills and the importance of Interpersonal Communication 
? Active listening and Critical Thinking Skills 
? Emotional Intelligence, Emotional Quotient 
? The Role of leadership in organisation 
The most powerful agent of growth and transformation is something much more basic than 
any technique: a change of heart. 
John Welwood 
14.1 Introduction  
"People skills" or interpersonal skills are an essential ingredient for success in any career. 
These skills create a positive communication climate in which people feel valued. The key 
factors to building a positive environment in all areas of one’s life are interpersonal com-
munication, active listening, critical thinking and emotional intelligence, which during a conflict 
focus on solving problems. 
14.2 Principles of Interpersonal Communication 
Interpersonal communication differs from other forms of communication discussed earlier, in 
that there are few participants involved; those interacting are in close physical proximity to 
each other; there are many sensory channels used, and feedback is immediate.
  
The following principles are basic to interpersonal communication: 
Interpersonal communication is inescapable: The very attempt not to communicate 
communicates something. Through not only words, but through tone of voice and through 
gesture, posture, facial expression, etc., we constantly communicate to those around us and 
through these channels, we constantly receive communication from others. Remember that: 
people judge you by your behaviour, not by your intent. 
Page 2


14 
Interpersonal Communication Skills 
Learning Objectives 
After reading this chapter, you will be able to understand: 
? Soft skills and the importance of Interpersonal Communication 
? Active listening and Critical Thinking Skills 
? Emotional Intelligence, Emotional Quotient 
? The Role of leadership in organisation 
The most powerful agent of growth and transformation is something much more basic than 
any technique: a change of heart. 
John Welwood 
14.1 Introduction  
"People skills" or interpersonal skills are an essential ingredient for success in any career. 
These skills create a positive communication climate in which people feel valued. The key 
factors to building a positive environment in all areas of one’s life are interpersonal com-
munication, active listening, critical thinking and emotional intelligence, which during a conflict 
focus on solving problems. 
14.2 Principles of Interpersonal Communication 
Interpersonal communication differs from other forms of communication discussed earlier, in 
that there are few participants involved; those interacting are in close physical proximity to 
each other; there are many sensory channels used, and feedback is immediate.
  
The following principles are basic to interpersonal communication: 
Interpersonal communication is inescapable: The very attempt not to communicate 
communicates something. Through not only words, but through tone of voice and through 
gesture, posture, facial expression, etc., we constantly communicate to those around us and 
through these channels, we constantly receive communication from others. Remember that: 
people judge you by your behaviour, not by your intent. 
  Interpersonal Communication Skills  14.2 
 
Interpersonal communication is irreversible: A Russian proverb says, "Once a word goes 
out of your mouth, you can never swallow it again." You cannot really take back something 
once it has been said. The effect will inevitably remain. 
Interpersonal communication is complicated: No form of communication is simple. 
Because of the number of variables involved, even simple requests are extremely complex. 
.Actually we don't exchange ideas, But symbols that stand for ideas. This complicates 
communication. Words (symbols) do not have inherent meaning; we simply use them in 
certain ways, and no two people use the same word exactly alike. 
Interpersonal communication is contextual: In other words, communication does not 
happen in isolation. There is: psychological context, which is who the communicators are 
and what they bring to the interaction. Their needs, desires, values, personality, etc., all form 
the psychological context. 
Relational context, which concerns reactions to each other.  
Situational context deals with the “psycho-social-where" one is communicating. For example, 
an interaction that takes place in a classroom will be very different from one that takes place in 
a Board room.  
Environmental context deals with the “physical -where" one is communicating. Furniture, 
location, noise level, temperature, season, time of day, all are examples of factors in the 
environmental context. 
Cultural context includes all the learned behaviours and rules that affect the interaction. If 
you come from a culture (foreign or within your own country) where it is considered rude to 
make long, direct eye contact, you will out of politeness avoid eye contact. If the other person 
comes from a culture where long, direct eye contact signals trustworthiness, then we have in 
the cultural context a basis for misunderstanding. 
14.3 Functions of Interpersonal Communication 
Interpersonal communication is important because of the following functions its achieves: 
Gaining Information: One reason we engage in interpersonal communication is to gain 
knowledge about another individual. We attempt to gain information about others so that we 
can interact with them more effectively.  
Building Understanding: interpersonal communication helps us to understand better what 
someone says in a given context. Words can mean very different things depending on how 
they are said or in what context. Content Messages refer to the surface level meaning of a 
message. Relationship Messages refer to how a message is said. The two are sent 
simultaneously, but each affects the meaning assigned to the communication and helps us 
understand each other better. 
Establishing Identity: We also engage in interpersonal communication to establish an 
identity based on our relationships and the image we present to others  
Page 3


14 
Interpersonal Communication Skills 
Learning Objectives 
After reading this chapter, you will be able to understand: 
? Soft skills and the importance of Interpersonal Communication 
? Active listening and Critical Thinking Skills 
? Emotional Intelligence, Emotional Quotient 
? The Role of leadership in organisation 
The most powerful agent of growth and transformation is something much more basic than 
any technique: a change of heart. 
John Welwood 
14.1 Introduction  
"People skills" or interpersonal skills are an essential ingredient for success in any career. 
These skills create a positive communication climate in which people feel valued. The key 
factors to building a positive environment in all areas of one’s life are interpersonal com-
munication, active listening, critical thinking and emotional intelligence, which during a conflict 
focus on solving problems. 
14.2 Principles of Interpersonal Communication 
Interpersonal communication differs from other forms of communication discussed earlier, in 
that there are few participants involved; those interacting are in close physical proximity to 
each other; there are many sensory channels used, and feedback is immediate.
  
The following principles are basic to interpersonal communication: 
Interpersonal communication is inescapable: The very attempt not to communicate 
communicates something. Through not only words, but through tone of voice and through 
gesture, posture, facial expression, etc., we constantly communicate to those around us and 
through these channels, we constantly receive communication from others. Remember that: 
people judge you by your behaviour, not by your intent. 
  Interpersonal Communication Skills  14.2 
 
Interpersonal communication is irreversible: A Russian proverb says, "Once a word goes 
out of your mouth, you can never swallow it again." You cannot really take back something 
once it has been said. The effect will inevitably remain. 
Interpersonal communication is complicated: No form of communication is simple. 
Because of the number of variables involved, even simple requests are extremely complex. 
.Actually we don't exchange ideas, But symbols that stand for ideas. This complicates 
communication. Words (symbols) do not have inherent meaning; we simply use them in 
certain ways, and no two people use the same word exactly alike. 
Interpersonal communication is contextual: In other words, communication does not 
happen in isolation. There is: psychological context, which is who the communicators are 
and what they bring to the interaction. Their needs, desires, values, personality, etc., all form 
the psychological context. 
Relational context, which concerns reactions to each other.  
Situational context deals with the “psycho-social-where" one is communicating. For example, 
an interaction that takes place in a classroom will be very different from one that takes place in 
a Board room.  
Environmental context deals with the “physical -where" one is communicating. Furniture, 
location, noise level, temperature, season, time of day, all are examples of factors in the 
environmental context. 
Cultural context includes all the learned behaviours and rules that affect the interaction. If 
you come from a culture (foreign or within your own country) where it is considered rude to 
make long, direct eye contact, you will out of politeness avoid eye contact. If the other person 
comes from a culture where long, direct eye contact signals trustworthiness, then we have in 
the cultural context a basis for misunderstanding. 
14.3 Functions of Interpersonal Communication 
Interpersonal communication is important because of the following functions its achieves: 
Gaining Information: One reason we engage in interpersonal communication is to gain 
knowledge about another individual. We attempt to gain information about others so that we 
can interact with them more effectively.  
Building Understanding: interpersonal communication helps us to understand better what 
someone says in a given context. Words can mean very different things depending on how 
they are said or in what context. Content Messages refer to the surface level meaning of a 
message. Relationship Messages refer to how a message is said. The two are sent 
simultaneously, but each affects the meaning assigned to the communication and helps us 
understand each other better. 
Establishing Identity: We also engage in interpersonal communication to establish an 
identity based on our relationships and the image we present to others  
14.3 Business Law, Ethics and Communication 
 
Interpersonal Needs: we also engage in interpersonal communication to express 
interpersonal needs. William Schutz has identified three such needs: inclusion, control, and 
affection. 
• Inclusion is the need to establish identity with others.  
• Control is the need to exercise leadership and prove one's abilities.  
• Affection is the need to develop relationships with people.  
Tips for Improving Interpersonal Skills 
Lines of communications must be open between people who rely on one another to get work 
done. Poor interpersonal communications skills (which include active listening), result in low 
productivity simply because one   does not have the tools needed to influence, persuade and 
negotiate – all necessary for workplace success.  
1) Congruency in communication elements: If the words used are incongruent with the 
other interpersonal communication dynamics interpersonal communication is adversely 
affected. Body language, facial expression, posture, movement, and tone of voice to help 
emphasize the truth, sincerity, and reliability of the communication. A consistent message 
ensures effective communication. 
2) Listening Effectively: Effective or active listening is a very important skill to enhance 
interpersonal communication. Listening helps to build strong personal relationships.  The 
process of communication completes when the message as intended by the sender is 
understood by the receiver.  
14.4 Active Listening & Critical Thinking  
Active Listening: Most of us assume that listening is natural trait, but practically very few of 
us listen properly.  What we regularly do is - we hear but don’t listen.  Hearing is through ears 
and listening is by mind.  Listening happens when we understand and message as intended 
by the sender.   
If one does not learn how to listen, a great deal of what people are trying to tell you would be 
missed In addition, appropriate response would not be possible, Active listening is important 
for several reasons.  First, it aids the organization in carrying out its mission.  In addition, it 
helps individuals to advance in their careers.  It provides information that helps them to learn 
about important happenings in the organization, as well as assisting them in doing their own 
jobs well.  It also helps build strong personal relationships.  Despite these advantages, most 
workers are poor listeners for a variety of reasons, physiological, environmental, attitudinal, 
socio-cultural, and educational. 
Guidelines for Active Listening  
• Look at the person and suspend other things you are doing in order to understanding the 
other person's concerns, intentions. 
Page 4


14 
Interpersonal Communication Skills 
Learning Objectives 
After reading this chapter, you will be able to understand: 
? Soft skills and the importance of Interpersonal Communication 
? Active listening and Critical Thinking Skills 
? Emotional Intelligence, Emotional Quotient 
? The Role of leadership in organisation 
The most powerful agent of growth and transformation is something much more basic than 
any technique: a change of heart. 
John Welwood 
14.1 Introduction  
"People skills" or interpersonal skills are an essential ingredient for success in any career. 
These skills create a positive communication climate in which people feel valued. The key 
factors to building a positive environment in all areas of one’s life are interpersonal com-
munication, active listening, critical thinking and emotional intelligence, which during a conflict 
focus on solving problems. 
14.2 Principles of Interpersonal Communication 
Interpersonal communication differs from other forms of communication discussed earlier, in 
that there are few participants involved; those interacting are in close physical proximity to 
each other; there are many sensory channels used, and feedback is immediate.
  
The following principles are basic to interpersonal communication: 
Interpersonal communication is inescapable: The very attempt not to communicate 
communicates something. Through not only words, but through tone of voice and through 
gesture, posture, facial expression, etc., we constantly communicate to those around us and 
through these channels, we constantly receive communication from others. Remember that: 
people judge you by your behaviour, not by your intent. 
  Interpersonal Communication Skills  14.2 
 
Interpersonal communication is irreversible: A Russian proverb says, "Once a word goes 
out of your mouth, you can never swallow it again." You cannot really take back something 
once it has been said. The effect will inevitably remain. 
Interpersonal communication is complicated: No form of communication is simple. 
Because of the number of variables involved, even simple requests are extremely complex. 
.Actually we don't exchange ideas, But symbols that stand for ideas. This complicates 
communication. Words (symbols) do not have inherent meaning; we simply use them in 
certain ways, and no two people use the same word exactly alike. 
Interpersonal communication is contextual: In other words, communication does not 
happen in isolation. There is: psychological context, which is who the communicators are 
and what they bring to the interaction. Their needs, desires, values, personality, etc., all form 
the psychological context. 
Relational context, which concerns reactions to each other.  
Situational context deals with the “psycho-social-where" one is communicating. For example, 
an interaction that takes place in a classroom will be very different from one that takes place in 
a Board room.  
Environmental context deals with the “physical -where" one is communicating. Furniture, 
location, noise level, temperature, season, time of day, all are examples of factors in the 
environmental context. 
Cultural context includes all the learned behaviours and rules that affect the interaction. If 
you come from a culture (foreign or within your own country) where it is considered rude to 
make long, direct eye contact, you will out of politeness avoid eye contact. If the other person 
comes from a culture where long, direct eye contact signals trustworthiness, then we have in 
the cultural context a basis for misunderstanding. 
14.3 Functions of Interpersonal Communication 
Interpersonal communication is important because of the following functions its achieves: 
Gaining Information: One reason we engage in interpersonal communication is to gain 
knowledge about another individual. We attempt to gain information about others so that we 
can interact with them more effectively.  
Building Understanding: interpersonal communication helps us to understand better what 
someone says in a given context. Words can mean very different things depending on how 
they are said or in what context. Content Messages refer to the surface level meaning of a 
message. Relationship Messages refer to how a message is said. The two are sent 
simultaneously, but each affects the meaning assigned to the communication and helps us 
understand each other better. 
Establishing Identity: We also engage in interpersonal communication to establish an 
identity based on our relationships and the image we present to others  
14.3 Business Law, Ethics and Communication 
 
Interpersonal Needs: we also engage in interpersonal communication to express 
interpersonal needs. William Schutz has identified three such needs: inclusion, control, and 
affection. 
• Inclusion is the need to establish identity with others.  
• Control is the need to exercise leadership and prove one's abilities.  
• Affection is the need to develop relationships with people.  
Tips for Improving Interpersonal Skills 
Lines of communications must be open between people who rely on one another to get work 
done. Poor interpersonal communications skills (which include active listening), result in low 
productivity simply because one   does not have the tools needed to influence, persuade and 
negotiate – all necessary for workplace success.  
1) Congruency in communication elements: If the words used are incongruent with the 
other interpersonal communication dynamics interpersonal communication is adversely 
affected. Body language, facial expression, posture, movement, and tone of voice to help 
emphasize the truth, sincerity, and reliability of the communication. A consistent message 
ensures effective communication. 
2) Listening Effectively: Effective or active listening is a very important skill to enhance 
interpersonal communication. Listening helps to build strong personal relationships.  The 
process of communication completes when the message as intended by the sender is 
understood by the receiver.  
14.4 Active Listening & Critical Thinking  
Active Listening: Most of us assume that listening is natural trait, but practically very few of 
us listen properly.  What we regularly do is - we hear but don’t listen.  Hearing is through ears 
and listening is by mind.  Listening happens when we understand and message as intended 
by the sender.   
If one does not learn how to listen, a great deal of what people are trying to tell you would be 
missed In addition, appropriate response would not be possible, Active listening is important 
for several reasons.  First, it aids the organization in carrying out its mission.  In addition, it 
helps individuals to advance in their careers.  It provides information that helps them to learn 
about important happenings in the organization, as well as assisting them in doing their own 
jobs well.  It also helps build strong personal relationships.  Despite these advantages, most 
workers are poor listeners for a variety of reasons, physiological, environmental, attitudinal, 
socio-cultural, and educational. 
Guidelines for Active Listening  
• Look at the person and suspend other things you are doing in order to understanding the 
other person's concerns, intentions. 
  Interpersonal Communication Skills  14.4 
 
• Be interested in what the person is saying.  If you just can't make yourself interested, you 
will lose important information, so try taking notes. Doing so will keep you body and mind 
active.   
• Listen to the tone of voice and inflections; look at gestures and body language - these 
may carry an unspoken message.     
• Restate what the person said. Restating their meaning is a way for you to make sure you 
understand the person clearly. 
• Ask questions once in a while to clarify meaning.  Doing so will keep you alert. and let 
the other person know you have been listening and are interested in getting all the facts 
and ramifications.  
• Be aware of your own feelings and opinions.   
Critical Thinking: Critical thinking is the discipline of rigorously and skillfully using 
information, experience, observation and reasoning to guide your decisions, actions and 
beliefs. Critical thinking means questioning every step of your thinking process: Have you 
considered all the facts? Have you tested your assumptions? Is your reasoning sound? Can 
you be sure your judgment is unbiased? Is your thinking process logical, rational and 
complete? This kind of rigorous, logical questioning is often known as Socratic questioning, 
after the Greek Socrates who is considered to be the founder of critical thinking. By 
developing the skills of critical thinking, and bringing rigour and discipline to your thinking 
processes, you stand a better chance of being “right”,  likely to make good judgments, choices 
and decisions in all areas of your life. This is an important part of "success" and "wisdom".  
To do this effectively, you need to develop skills to: 
Analyze Cause and Effect: You must be able to separate the motive or reason for an action or 
event (the cause) from the result or outcome (the effect).  
Classify and Sequence: You must be able to group items or sort them according to similar 
characteristics. 
Compare and Contrast: You must be able to determine how things are similar and how they 
are different. 
Infer: You must be skilled in reasoning and extending logic to come up with plausible options 
or outcomes. 
Evaluate: You must be able to determine sound criteria for making choices and decisions. 
Observe: You must be skilled in attending to the details of what actually happened.  
Predict: You must be able to finding and analyze trends, and extend these to make sensible 
predictions about the future. 
Rationalize: You must be able to apply the laws of reason (induction, deduction, analogy) in to 
judge an argument and determine its merits.  
Page 5


14 
Interpersonal Communication Skills 
Learning Objectives 
After reading this chapter, you will be able to understand: 
? Soft skills and the importance of Interpersonal Communication 
? Active listening and Critical Thinking Skills 
? Emotional Intelligence, Emotional Quotient 
? The Role of leadership in organisation 
The most powerful agent of growth and transformation is something much more basic than 
any technique: a change of heart. 
John Welwood 
14.1 Introduction  
"People skills" or interpersonal skills are an essential ingredient for success in any career. 
These skills create a positive communication climate in which people feel valued. The key 
factors to building a positive environment in all areas of one’s life are interpersonal com-
munication, active listening, critical thinking and emotional intelligence, which during a conflict 
focus on solving problems. 
14.2 Principles of Interpersonal Communication 
Interpersonal communication differs from other forms of communication discussed earlier, in 
that there are few participants involved; those interacting are in close physical proximity to 
each other; there are many sensory channels used, and feedback is immediate.
  
The following principles are basic to interpersonal communication: 
Interpersonal communication is inescapable: The very attempt not to communicate 
communicates something. Through not only words, but through tone of voice and through 
gesture, posture, facial expression, etc., we constantly communicate to those around us and 
through these channels, we constantly receive communication from others. Remember that: 
people judge you by your behaviour, not by your intent. 
  Interpersonal Communication Skills  14.2 
 
Interpersonal communication is irreversible: A Russian proverb says, "Once a word goes 
out of your mouth, you can never swallow it again." You cannot really take back something 
once it has been said. The effect will inevitably remain. 
Interpersonal communication is complicated: No form of communication is simple. 
Because of the number of variables involved, even simple requests are extremely complex. 
.Actually we don't exchange ideas, But symbols that stand for ideas. This complicates 
communication. Words (symbols) do not have inherent meaning; we simply use them in 
certain ways, and no two people use the same word exactly alike. 
Interpersonal communication is contextual: In other words, communication does not 
happen in isolation. There is: psychological context, which is who the communicators are 
and what they bring to the interaction. Their needs, desires, values, personality, etc., all form 
the psychological context. 
Relational context, which concerns reactions to each other.  
Situational context deals with the “psycho-social-where" one is communicating. For example, 
an interaction that takes place in a classroom will be very different from one that takes place in 
a Board room.  
Environmental context deals with the “physical -where" one is communicating. Furniture, 
location, noise level, temperature, season, time of day, all are examples of factors in the 
environmental context. 
Cultural context includes all the learned behaviours and rules that affect the interaction. If 
you come from a culture (foreign or within your own country) where it is considered rude to 
make long, direct eye contact, you will out of politeness avoid eye contact. If the other person 
comes from a culture where long, direct eye contact signals trustworthiness, then we have in 
the cultural context a basis for misunderstanding. 
14.3 Functions of Interpersonal Communication 
Interpersonal communication is important because of the following functions its achieves: 
Gaining Information: One reason we engage in interpersonal communication is to gain 
knowledge about another individual. We attempt to gain information about others so that we 
can interact with them more effectively.  
Building Understanding: interpersonal communication helps us to understand better what 
someone says in a given context. Words can mean very different things depending on how 
they are said or in what context. Content Messages refer to the surface level meaning of a 
message. Relationship Messages refer to how a message is said. The two are sent 
simultaneously, but each affects the meaning assigned to the communication and helps us 
understand each other better. 
Establishing Identity: We also engage in interpersonal communication to establish an 
identity based on our relationships and the image we present to others  
14.3 Business Law, Ethics and Communication 
 
Interpersonal Needs: we also engage in interpersonal communication to express 
interpersonal needs. William Schutz has identified three such needs: inclusion, control, and 
affection. 
• Inclusion is the need to establish identity with others.  
• Control is the need to exercise leadership and prove one's abilities.  
• Affection is the need to develop relationships with people.  
Tips for Improving Interpersonal Skills 
Lines of communications must be open between people who rely on one another to get work 
done. Poor interpersonal communications skills (which include active listening), result in low 
productivity simply because one   does not have the tools needed to influence, persuade and 
negotiate – all necessary for workplace success.  
1) Congruency in communication elements: If the words used are incongruent with the 
other interpersonal communication dynamics interpersonal communication is adversely 
affected. Body language, facial expression, posture, movement, and tone of voice to help 
emphasize the truth, sincerity, and reliability of the communication. A consistent message 
ensures effective communication. 
2) Listening Effectively: Effective or active listening is a very important skill to enhance 
interpersonal communication. Listening helps to build strong personal relationships.  The 
process of communication completes when the message as intended by the sender is 
understood by the receiver.  
14.4 Active Listening & Critical Thinking  
Active Listening: Most of us assume that listening is natural trait, but practically very few of 
us listen properly.  What we regularly do is - we hear but don’t listen.  Hearing is through ears 
and listening is by mind.  Listening happens when we understand and message as intended 
by the sender.   
If one does not learn how to listen, a great deal of what people are trying to tell you would be 
missed In addition, appropriate response would not be possible, Active listening is important 
for several reasons.  First, it aids the organization in carrying out its mission.  In addition, it 
helps individuals to advance in their careers.  It provides information that helps them to learn 
about important happenings in the organization, as well as assisting them in doing their own 
jobs well.  It also helps build strong personal relationships.  Despite these advantages, most 
workers are poor listeners for a variety of reasons, physiological, environmental, attitudinal, 
socio-cultural, and educational. 
Guidelines for Active Listening  
• Look at the person and suspend other things you are doing in order to understanding the 
other person's concerns, intentions. 
  Interpersonal Communication Skills  14.4 
 
• Be interested in what the person is saying.  If you just can't make yourself interested, you 
will lose important information, so try taking notes. Doing so will keep you body and mind 
active.   
• Listen to the tone of voice and inflections; look at gestures and body language - these 
may carry an unspoken message.     
• Restate what the person said. Restating their meaning is a way for you to make sure you 
understand the person clearly. 
• Ask questions once in a while to clarify meaning.  Doing so will keep you alert. and let 
the other person know you have been listening and are interested in getting all the facts 
and ramifications.  
• Be aware of your own feelings and opinions.   
Critical Thinking: Critical thinking is the discipline of rigorously and skillfully using 
information, experience, observation and reasoning to guide your decisions, actions and 
beliefs. Critical thinking means questioning every step of your thinking process: Have you 
considered all the facts? Have you tested your assumptions? Is your reasoning sound? Can 
you be sure your judgment is unbiased? Is your thinking process logical, rational and 
complete? This kind of rigorous, logical questioning is often known as Socratic questioning, 
after the Greek Socrates who is considered to be the founder of critical thinking. By 
developing the skills of critical thinking, and bringing rigour and discipline to your thinking 
processes, you stand a better chance of being “right”,  likely to make good judgments, choices 
and decisions in all areas of your life. This is an important part of "success" and "wisdom".  
To do this effectively, you need to develop skills to: 
Analyze Cause and Effect: You must be able to separate the motive or reason for an action or 
event (the cause) from the result or outcome (the effect).  
Classify and Sequence: You must be able to group items or sort them according to similar 
characteristics. 
Compare and Contrast: You must be able to determine how things are similar and how they 
are different. 
Infer: You must be skilled in reasoning and extending logic to come up with plausible options 
or outcomes. 
Evaluate: You must be able to determine sound criteria for making choices and decisions. 
Observe: You must be skilled in attending to the details of what actually happened.  
Predict: You must be able to finding and analyze trends, and extend these to make sensible 
predictions about the future. 
Rationalize: You must be able to apply the laws of reason (induction, deduction, analogy) in to 
judge an argument and determine its merits.  
14.5 Business Law, Ethics and Communication 
 
Prioritize: You must be able to determine the importance of an event or situation and put it in 
the correct perspective. 
Summarize: You must be able to distill a brief report of what happened or what you have 
learned. 
Synthesize: You must be able to identify new possible outcome by using pieces of information 
that you already know.  
Qualities of a Critical Thinker: By combining the skills of critical thinking with the appropriate 
mindset, you can make better decisions and adopt more effective courses of action. To 
develop as a critical thinker one must be motivated to develop the following attributes 
1. Open-minded – is willing to accept and explore alternative approaches and ideas.  
2. Well-informed – Knows the facts and what is happening on all fronts.  
3. Experimental – Think through “what if” scenarios to  create probable options and then 
test the theories to determine what will work and what won’t. 
4. Contextual – Keeps in mind the appropriate context when thinking things through. Apply 
factors of analysis that are relevant or appropriate.  
5. Reserved in Making Conclusions – Know when a conclusion is “fact” and when it is not. 
Only true conclusions support decisions.  
14.5 Emotional Intelligence 
Every day, emotions shape the path of our lives and influence our decision-making. Our 
emotional actions and reactions affect who we are and control whether or not we are able to 
achieve our goals. Each days news comes to us with emotional disquiet showing an increase 
in incidents of aggression - teens with guns in schools, freeway mishaps ending in shootings, 
disgruntled employees killing colleagues. Such reports of the collapse of civility and safety, 
reflects out of control emotions in our own lives and in those of the people around us. As 
Aristotle saw, the problem is not with emotionality, but with the appropriateness of emotion 
and its expression. The difference quite often lies in the abilities called emotional intelligence, 
which include self-control, zeal and persistence, and the ability to motivate oneself. 
“Emotional Intelligence" refers to the capacity to recognize your own feelings and those of 
others, for motivating yourself, and for managing emotions well in yourself and in your 
relationships. "It describes abilities distinct from, but complementary to, academic intelligence, 
the purely cognitive capabilities measured by IQ. Many people who are book smart but lack 
emotional intelligence end up working for people who have lower IQs than they but who excel 
in emotional intelligence skills."
1
 The basic flair for living called emotional intelligence is being 
able, for example, to rein in emotional impulse; to read another’s innermost feelings; to handle