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Effective communication and emotion management

Effective communication and emotion management

As the person in charge of the management of a restaurant, bar or cafeteria, you will agree that effective communication and management of emotions between employees is a matter of great importance to offer 5-star customer service.

 

Communication is considered successful when the sender sends the message and the receiver receives it, in reality it is more complicated by different factors that we will talk about in this article. 

What my non-verbal communication says

It is common to communicate without speaking, our body emits signals at all times and our colleagues and clients interpret them in different ways.

Emotional intelligence is expressed through non-verbal communication and this is usually divided into 3 types:

Kinesic nonverbal communication

Body language, gestures and looks are the actions that we find in this type of communication, some examples are: facial expressions such as winking, body postures, blushing, crossing the arms or raising the eyebrows.

Proxemic nonverbal communication

Edward T. Halla American anthropologist defined 4 types of proxemic non-verbal communication that makes references to the distances between person with respect to another.

  • Intimate distance: 0 to 60 centimeters.
  • Personal distance: 60 to 120 centimeters.
  • Social distance: 120 to 300 centimeters.
  • Public distance: more than 300 centimeters.

It is important to respect the personal space of your guests to maintain a professional and quality service.

Nonverbal paralinguistic communication

Non-verbal language is made up of oral signs like a growl, auditory like the intonation of the voice, tactile like touching your lips and visuals like looking down.

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It is important to know the entire spectrum of communication both verbal and not verbaWhat we use to take actions that can improve our body language in work and customer service settings.

Emotional development in your workplace

We obtain emotional development at different stages of our life, now as adults we must learn to manage emotions and choose which ones are beneficial for your personal life or for your professional development.

Choosing is not synonymous with repressing, for no reason should you restrict your emotions, they are part of you and should always be expressed, emotional development is being able to express them at the right time and in the intensity that you consider correct.

Feeling and getting excited is an inseparable part of your being, proper control of emotions plays an important role in your professionalization when making decisions that influence customer satisfaction.

When you have expressed a positive or negative emotion, analyze what do you feel? What triggered it? How to express it without affecting my work or that of others? How long to express it?

By answering these questions you can discover what actions to take in future similar events and obtain a emotional self-control.

Importance of emotional intelligence

Knowing your emotions and managing them properly promotes effective communication, which means carrying out a harmonious process, without conflicts or misinterpretations and overcoming communication barriers.

Emotional intelligence allows you to go beyond traditional communication with which it is enough to deliver your message to the receiver.

Your communication says more than you think about your personality, it can show you as an aggressive, passive or assertive person.

Assertive communication expresses what you feel, think and want in a sincere, authentic, clear and direct way considering the emotions of the recipients. When engaging in this type of communication, you maintain relevant eye contact, smile, and speak fluently. These people are usually flexible and open to change.

Passive communication reflects lack of security, lack of confidence and deficiency, when establishing communication avoid eye contact, show nervousness and avoid physical contact with others.

Finally, aggressive communication seeks control and dominance to defend its ideals and obtain benefits from its recipients. When engaging in communication, they express superiority, do not respect personal spaces, and underestimate their counterpart.

The ideal communication to achieve your goals and success in your life is assertive.

the importance of emotional communication

Assertiveness is the key to effective communication, to meet the expectation of communicating and being understood our message must meet the following:

The message must be clear, before expressing yourself you must decide what you want to communicate, less says more.

The message must be concise, eliminate unnecessary words or phrases. Can you communicate it in 4 sentences? now work to decipher your message.

It must be concrete, keep a structure in the details, what they have to do, when, how and with whom, to be clear and specific.

It must be correct, study your listener and adapt your communication, pay attention to technical terms, spelling and pronunciation.

The message must be coherent, in other words logical, that all ideas are properly connected, relevant and flow naturally.

It must be complete, do not omit the important points.

Finally, you must be courteous, aggressiveness is not assertive, you have to speak politely and respectfully, put yourself in the other person's shoes, especially in delicate situations.

What can I do when I am stressed, sad or upset

We repeat that you cannot repress your emotions, they are yours and are part of you.

Trying not to think about what worries you does not work against sadness

Trying not to think about something automatically makes you think about it, it is counterproductive to try to suppress those emotions because they end up coming back with more force.

Relaxing and taking deep breaths does not work against anger

Has it helped you to take a deep breath when you are angry? Trying to turn off your emotions with actions that don't solve the problem only causes long-term frustration. 

Releasing tension by yelling and hitting things doesn't work against stress

On the contrary, psychological studies suggest that it increases your aggressiveness in the short term. Emotions need to be understood and expressed, at the right times and doses so that they do not harm us.

The secret of emotional intelligence lies in identifying and understanding your emotions, identifying when and why you are angry, nervous or sad, and taking actions focused on the cause and not the symptoms.

What actions to take when I am stressed, sad or upset

Remembering your strengths and successes works to control your emotions

The birth of a negative feeling can affect your performance and actions such as remembering your achievements can compensate for the frustration that this feeling triggered, until you think that it is not something serious.

Thinking about your immediate future works to control your emotions

Some emotions are experienced more intensely than others, in these cases it is important to fix your gaze on the immediate future since your actions now have an impact on the plans and objectives set for the future, maintain self-control thinking ahead when dealing with your emotions .

Give yourself permission to worry later if it works

We are not talking about avoiding thinking about what worries you, if not facing it responsibly by decreeing a moment in the future to solve it, this allows you to focus on your work and when facing adversity you worry less.

Meditation is an effective tool to gain control of your emotions, keep in mind that it is not a remedy, it is a discipline that you must incorporate into your life with 4 20-minute meditation classes you can reduce anxiety by 39%.

Now how to achieve customer satisfaction? and how can I increase my sales?

The secret is in the emotional development of your collaborators, by obtaining adequate control of their emotions they will be able to communicate assertively between colleagues, improving the work environment and achieving the satisfaction of your clients.

 

Discover the impact of your emotions and learn to manage your self-control in our webinar given by Enrique García Master Ontological Coaching.

CTA Communication handling emotions