1. What is Emotional Intelligence?

2. People who know their own emotions and are good at reading others' emotions may be more effective in their jobs.
(Robbins & Judge, 2008, p. 116)

3. Emotional intelligence helps promote effective functioning and well-being among employees. People differ in terms of the extent to which they know how they, themselves, are feeling, why they are feeling that way, and their ability to manage those feelings. Similarly, they differ in their ability to understand what other people are feeling and why, and their ability to influence or manage the feelings of others. Emotional intelligence describes these individual differences (George & Jones, 2008, pp ; Goleman, 1995).

4. Emotional intelligence (the acronyms EQ or EI are used--either is acceptable) is ones ability to detect and manage emotional cues and information. Emotional intelligence is composed of five dimensions (Goleman, 2004, p. 88).

5. The Five Dimensions of EI
Self-Awareness: the ability to recognize and understand your moods, emotions, and drives, as well as their effect on others.
Self-Regulation: the ability to control or redirect disruptive impulses and moods; the propensity to suspend judgment--to think before acting.
Motivation: a passion to work for reasons that go beyond money or status; a propensity to pursue goals with energy and persistence.
Empathy: the ability to understand the emotional makeup of other people; skill in treating people according to their emotional reactions.
Social Skill: proficiency in managing relationships and building networks; an ability to find common ground and build rapport.

6. Self-Awareness
Self-Awareness: the ability to recognize and understand your moods, emotions, and drives, as well as their effect on others (Goleman, 2004, p. 88). The following are key indicators of self-awareness.
Self-confidence
Realistic self-assessment
Self-deprecating sense of humor

7. Self-Awareness
Self-awareness is the basis for the other components of emotional intelligence. It refers to a person's capacity for being aware of how they are feeling. In general, more self-awareness allows a person to more effectively guide their own lives and behaviors (Griffin & Moorhead, 2007, p. 65).

8. Self-Awareness
Being aware of emotions requires reflection. If one learns to pause, to focus inward, and to seek ones emotions, one can become more aware of them. You might begin asking yourself several times during a normal day, "What am I feeling now?" If you question yourself frequently for a week, you will probably be able to notice what you feel more readily. Then the challenge--one accepted by people with high emotional intelligence--is to manage those emotions in a more positive way. People who develop a high emotional intelligence do not yield to their emotions easily--rather they seek to manage them (Clawson, 2009, p. 176).

9. Self-Awareness in Practice
Emotional awareness: Recognizing ones emotions and their effects. People with this competence:
Know which emotions they are feeling and why
Recognize how their feelings affect their performance
Have a guiding awareness of their values and goals
Accurate self-assessment: Knowing ones strengths and limits. People with this competence:
Aware of their strengths and weaknesses
Reflective, learning from experience
Open to candid feedback, new perspectives, continuous learning, and self-development
Able to show a sense of humor and perspective about themselves

10. Self-Awareness in Practice
Self-confidence: Sureness about ones self-worth and capabilities. People with this competence:
Present themselves with self-assurance; have "presence"
Can voice views that are unpopular and go out on a limb for what is right
Are decisive, able to make sound decisions despite uncertainties and pressures

11. Self-Regulation
Self-Regulation: the ability to control or redirect disruptive impulses and moods; the propensity to suspend judgment--to think before acting (Goleman, 2004, p. 88). The following are key indicators of self-regulation. 
Trustworthiness and integrity
Comfort with ambiguity
Openness to change

12. Self-Regulation
Self-regulation refers to a person's capacity to balance anxiety, fear, and anger so that they do not overly interfere with getting things accomplished (Griffin & Moorhead, 2007, p. 65).

13. Self-Regulation in Practice
Self-control: Managing disruptive emotions and impulses. People with this competence:
Manage their impulsive feelings and distressing emotions well
Stay composed, positive, and unflappable even in trying moments.
Think clearly and stay focused under pressure
Trustworthiness: Maintaining standards of honesty and integrity. People with this competence:
Act ethically and are above reproach
Build trust through reliability and authenticity
Admit their own mistakes and confront unethical actions in others
Take tough, principled stands even if they are unpopular 

14. Self-Regulation in Practice
Conscientiousness: Taking responsibility for personal performance. People with this competence:
Meet commitments and keep promises 
Hold themselves accountable for meeting their objectives
Are organized and careful in their work  
Adaptability: Flexibility in handling change. People with this competence:
Smoothing handle multiple demands, shifting priorities, and rapid change 
Adapt their responses and tactics to fit fluid circumstances
Are flexible in how they see events  

15. Self-Regulation in Practice
Innovativeness: Being comfortable with and open to novel ideas an new information. People with this competence:
Seek out fresh ideas from a wide variety of sources 
Entertain original solutions to problems
Generate new ideas 
Take fresh perspectives and risks in their thinking 

16. Motivation
Motivation: a passion to work for reasons that go beyond money or status; a propensity to pursue goals with energy and persistence (Goleman, 2004, p. 88). The following are key indicators of motivation.
Strong drive to achieve
Optimism, even in the face of failure
Organizational commitment

17. Motivation
Motivation refers to a person's ability to remain optimistic and to continue striving in the face of setbacks, barriers, and failure (Griffin & Moorhead, 2007, p. 65). 

18. Motivation in Practice
Achievement drive: Striving to improve or meet a standard of excellence. People 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
Learn how to improve their performance

19. Motivation in Practice
Commitment: Aligning with the goals of the group or organization. People with this competence are:
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
Actively seek out opportunities to fulfill the group's mission

20. Motivation in Practice
Initiative: Readiness to act on opportunities. People 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
Mobilize others through unusual, enterprising efforts 
Optimism: Persistence in pursuing goals despite obstacles and setbacks. People with this competence:
Persist in seeking goals despite obstacles and setbacks
Operate from hope of success rather than fear of failure
See setbacks as due to manageable circumstances rather than a personal flaw

21. Empathy
Empathy: the ability to understand the emotional makeup of other people; skill in treating people according to their emotional reactions (Goleman, 2004, p. 88). The following are key indicators of empathy.
Expertise in building and retaining talent
Cross-cultural sensitivity
Service to clients and customers

22. Empathy
Empathy refers to a person's ability to understand how others are feeling even without being explicitly told (Griffin & Moorhead, 2007, p. 65).  

23. Empathy in Practice
Empathy: Sensing others' feelings and perspective, and taking an active interest in their concerns. People with this competence:
Are attentive to emotional cues and listen well
Show sensitivity and understand others' perspectives
Help out based on understanding other people's needs and feelings
Service orientation: Anticipating, recognizing, and meeting customers' needs. People 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
Grasp a customer's perspective, acting as a trusted advisor

24. Empathy in Practice
Developing others: Sensing what others need in order to develop, and bolstering their abilities. People with this competence:
Acknowledge and reward people's strengths, accomplishments, and development
Offer useful feedback and identify people's needs for development
Mentor, give timely coaching, and offer assignments that challenge and grow a person's skills 

25. Empathy in Practice
Leveraging diversity: Cultivating opportunities through diverse people. People with this competence are:
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
Challenge bias and intolerance  

26. Empathy in Practice
Political awareness: Reading a group's emotional currents and power relationships. People with this competence are:
Accurately read key power relationships
Detect crucial social networks
Understand the forces that shape views and actions of clients, customers, or competitors
Accurately read situations and organizational and external realities  

27. Social Skill
Social Skill: proficiency in managing relationships and building networks; an ability to find common ground and build rapport (Goleman, 2004, p. 88). The following are key indicators of social skill. 
Effectiveness in leading change
Persuasiveness
Expertise in building and leading teams

28. Social Skill
Social skill refers to a person's ability to get along with others and to establish positive relationships (Griffin & Moorhead, 2007, p. 65).

29. Social Skill in Practice
Influence: Wielding effective tactics for persuasion. People 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
Orchestrate dramatic events to effectively make a point

30. Social Skill in Practice
Communication: Sending clear and convincing messages. People with this competence are:
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
Foster open communication and stay receptive to bad news as well as good

31. Social Skill in Practice
Leadership: Inspiring and guiding groups and people. People 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
Lead by example 

32. Social Skill in Practice
Conflict management: Negotiating and resolving disagreements. People with this competence are:
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
Orchestrate win-win solutions 

33. Social Skill in Practice
Building bonds: Nurturing instrumental relationships. People with this competence are:
Cultivate and maintain extensive informal networks
Seek out relationships that are mutually beneficial
Build rapport and keep others in the loop
Make and maintain personal friendships among work associates
Collaboration and cooperation: Working with others toward shared goals. People with this competence are:
Balance a focus on task with attention to relationships
Collaborate, sharing plans, information, and resources
Promote a friendly, cooperative climate
Spot and nurture opportunities for collaboration

34. Social Skill in Practice
Team capabilities: Creating group synergy in pursuing collective goals. People with this competence are:
Model team qualities like respect, helpfulness, and cooperation
Draw all members into active and enthusiastic participation
Build team identity, esprit de corps, and commitment
Protect the group and its reputation, share credit 
Change catalyst: Initiating or managing change. People with this competence are:
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
Model the change expected of others 

35. References
Clawson, J. G. (2009). Level three leadership: Getting below the surface (4th ed.). Upper Saddle River, NJ: Pearson Prentice Hall. EI framework. (n.d.). Consortium for Research on Emotional Intelligence in Organizations. Retrieved from George, J. M., & Jones, G. R. (2008). Understanding and managing organizational behavior (5th ed.). Upper Saddle River, NJ: Pearson Prentice Hall. Goleman, D. (1995). Emotional intelligence. New York: Bantam Books. Goleman, D. (2004, January). What makes a leader? [Electronic version]. Harvard Business Review, 82(1), Griffin, R. W., & Moorhead, G. (2007). Organizational behavior: Managing people and organizations (8th ed.). New York: Houghton Mifflin Company. Robbins, S. P., & Judge, T. A. (2008). Essentials of organizational behavior (9th ed.). Upper Saddle River, NJ: Pearson Prentice Hall.

36. Dr. Ronald Keith Bolender, Presenter
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