Some believe the communication process is too rational and cognitive and does not account for the role and influence of emotions. From experience, we know that emotions often affect
an individual’s ability to think reasonably and rationally. Thus, it becomes incumbent upon leaders and managers to learn to control their emotions throughout the change process.

Respond to the following:
• Discuss the impact of emotions—fear, egotism, self-interest, anger, or frustration—on the overall change process and, specifically, on the ability of leaders and managers to communicate a clear, consistent message during the change process.