Introduction
If your emotional abilities aren’t in hand, if you don’t have self-awareness, if you are not able to manage your distressing emotions, if you can’t have empathy and have effective relationships, then no matter how smart you are, you are not going to get very far.—Daniel Goleman
Definition
Benefits
Emotions have taught mankind to reason.—Marquis de Vauvenargues
The Model
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Self-Awareness(i)Emotional awareness: Recognizing one’s emotions and their effects.(ii)Accurate self-assessment: Knowing one’s strengths and limits.(iii)Self-confidence: Sureness about one’s self-worth and capabilities.
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Self-Regulation(i)Self-control: Managing disruptive emotions and impulses.(ii)Trustworthiness: Maintaining standards of honesty and integrity.(iii)Conscientiousness: Taking responsibility for personal performance.(iv)Adaptability: Flexibility in handling change.(v)Innovativeness: Being comfortable with and open to novel ideas and new information.
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Self-Motivation(i)Achievement drive: Striving to improve or meet a standard of excellence.(ii)Commitment: Aligning with the goals of the group or organization.(iii)Initiative: Readiness to act on opportunities.(iv)Optimism: Persistence in pursuing goals despite obstacles and setbacks.
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Social Awareness(i)Empathy: Sensing others’ feelings and perspective, and taking an active interest in their concerns.(ii)Service orientation: Anticipating, recognizing, and meeting customers’ needs.(iii)Developing others: Sensing what others need in order to develop, and bolstering their abilities.(iv)Leveraging diversity: Cultivating opportunities through diverse people.(v)Political awareness: Reading a group’s emotional currents and power relationships.
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Social Skills(i)Influence: Wielding effective tactics for persuasion.(ii)Communication: Sending clear and convincing messages.(iii)Leadership: Inspiring and guiding groups and people.(iv)Change catalyst: Initiating or managing change.(v)Conflict management: Negotiating and resolving disagreements.(vi)Building bonds: Nurturing instrumental relationships.(vii)Collaboration and cooperation: Working with others toward shared goals.(viii)Team capabilities: Creating group synergy in pursuing collective goals.
Competence
| Attribute |
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Self-awareness
| |
Emotional awareness | Individuals with this competence • Know which emotions they are feeling and why • Realize the links between their feelings and what they think, do, and say • Recognize how their feelings affect their performance; and • Have a guiding awareness of their values and goals |
Accurate self-assessment | Individuals with this competence are • Aware of their strengths and weaknesses • Reflective, learning from experience • Open to candid feedback, new perspectives, continuous learning, and self-development; and • Able to show a sense of humor and perspective about themselves |
Self-confidence | Individuals with this competence • Present themselves with self-assurance and have presence • Can voice views that are unpopular and go out on a limb for what is right; and • Are decisive and able to make sound decisions despite uncertainties and pressures |
Self-regulation
| |
Self-control | Individuals with this competence • Manage their impulsive feelings and distressing emotions well • Stay composed, positive, and unflappable even in trying moments; and • Think clearly and stay focused under pressure |
Trustworthiness | Individuals with this competence • Act ethically and are above reproach • Build trust through their reliability and authenticity • Admit their own mistakes and confront unethical actions in others; and • Take tough, principled stands even if they are unpopular |
Conscientiousness | Individuals with this competence
• Meet commitments and keep promises • Hold themselves accountable for meeting their objectives; and • Are organized and careful in their work |
Adaptability | Individuals with this competence • Smoothly handle multiple demands, shifting priorities, and rapid change
• Adapt their responses and tactics to fit fluid circumstances; and • Are flexible in how they see events |
Innovativeness | Individuals with this competence
• Seek out fresh ideas from a wide variety of sources • Entertain original solutions to problems • Generate new ideas; and • Take fresh perspectives and risks in their thinking |
Self-motivation
| |
Achievement drive | Individuals with this competence • Are results-oriented, with a high drive to meet their objectives and standards • Set challenging goals and take calculated risks • Pursue information to reduce uncertainty and find ways to do better; and • Learn how to improve their performance |
Commitment | Individuals with this competence
• Readily make personal or group sacrifices to meet a larger organizational goal • Find a sense of purpose in the larger mission • Use the group’s core values in making decisions and clarifying choices; and • Actively seek out opportunities to fulfill the group’s mission |
Initiative | Individuals with this competence • Are ready to seize opportunities • Pursue goals beyond what is required or expected of them • Cut through red tape and bend the rules when necessary to get the job done; and • Mobilize others through unusual, enterprising efforts |
Optimism | Individuals with this competence • Persist in seeking goals despite obstacles and setbacks • Operate from hope of success rather than fear of failure; and • See setbacks as due to manageable circumstance rather than a personal flaw |
Social awareness
| |
Empathy | Individuals with this competence • Are attentive to emotional cues and listen well • Show sensitivity and understand others’ perspectives; and • Help out based on understanding other people’s needs and feelings |
Service orientation | Individuals with this competence • Understand customers’ needs and match them to services or products • Seek ways to increase customers’ satisfaction and loyalty • Gladly offer appropriate assistance; and • Grasp a customer’s perspective, acting as a trusted advisor |
Developing others | Individuals with this competence • Acknowledge and reward people’s strengths, accomplishments, and development • Offer useful feedback and identify people’s needs for development; and • Mentor, give timely coaching, and offer assignments that challenge and grow a person’s skills |
Leveraging diversity | Individuals with this competence
• Respect and relate well to people from varied backgrounds • Understand diverse worldviews and are sensitive to group differences • See diversity as opportunity, creating an environment where diverse people can thrive; and • Challenge bias and intolerance |
Political awareness | Individuals with this competence • Accurately read key power relationships; • Detect crucial social networks; • Understand the forces that shape views and actions of clients, customers, or competitors; and • Accurately read situations and organizational and external realities. |
Social skills
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Influence | Individuals with this competence
• Are skilled at persuasion • Fine-tune presentations to appeal to the listener • Use complex strategies like indirect influence to build consensus and support; and • Orchestrate dramatic events to effectively make a point |
Communication | Individuals with this competence • Are effective in give-and-take, registering emotional cues in attuning their message • Deal with difficult issues straightforwardly • Listen well, seek mutual understanding, and welcome sharing of information fully; and • Foster open communication and stay receptive to bad news as well as good |
Leadership
| Individuals with this competence
• Articulate and arouse enthusiasm for a shared vision and mission • Step forward to lead as needed, regardless of position • Guide the performance of others while holding them accountable; and • Lead by example |
Change catalyst | Individuals with this competence • Recognize the need for change and remove barriers • Challenge the status quo to acknowledge the need for change • Champion the change and enlist others in its pursuit; and • Model the change expected of others |
Conflict management | Individuals with this competence • Handle difficult people and tense situations with diplomacy and tact • Spot potential conflict, bring disagreements into the open, and help deescalate • Encourage debate and open discussion; and • Orchestrate win-win solutions |
Building bonds | Individuals with this competence • Cultivate and maintain extensive informal networks • Seek out relationships that are mutually beneficial • Build rapport and keep others in the loop; and • Make and maintain personal friendships among work associates |
Collaboration and cooperation | Individuals with this competence
• Balance a focus on task with attention to relationships • Collaborate, sharing plans, information, and resources • Promote a friendly and cooperative climate; and • Spot and nurture opportunities for collaboration |
Team capabilities | Individuals with this competence • Model team qualities such as respect, helpfulness, and cooperation • Draw all members into active and enthusiastic participation • Build team identity, esprit de corps, and commitment; and • Protect the group and its reputation and share credit |
Can Emotional Intelligence Be Learned?
Nothing great was ever achieved without enthusiasm.—Ralph Waldo Emerson
Promoting Emotional Intelligence in the Workplace
Comfort in expressing your emotions will allow you to share the best of yourself with others, but not being able to control your emotions will reveal your worst.—Bryant H. McGill
I respect the man who knows distinctly what he wishes. The greater part of all mischief in the world arises from the fact that men do not sufficiently understand their own aims. They have undertaken to build a tower, and spend no more labor on the foundation than would be necessary to erect a hut.—Johann Wolfgang von Goethe