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Emotional Intelligence: Managing emotions to make a positive impact on your life and career by Gill Hasson

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4Managing Emotions with Better Communication

Managing Other People's Feelings and Emotions

Just because you ask someone how they're feeling, doesn't mean that the answer you'll get will tell you how the other person is really feeling.

What a person says about how they feel and what they actually feel can be two very different things. People are not always honest or clear about what they're feeling. They do, however, give clues. We all do. Through our non-verbal communication.

According to research carried out by Professor Albert Mehrabian, the communication of emotions and feelings is made up of 7% what is said, 38% tone of voice and 55% body language. This means that 93% of yours and other people's emotions and feelings are communicated non-verbally. ...

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