1. Emotional Intelligence A Daniel Goleman Approach

2. The profile of a star performer The flight from New York to Detroit was delayed almost two hours, tension was palpable. When the plane finally arrived, a glitch with the boarding ramp caused it to stop about 100 feet from the gate. Frantic about being late, passengers leaped to their feet.

3. The Profile of a Star Performer One of the flight attendants went to the intercom. How could she ask everyone to sit down so the plane could finish taxiing to the gate? She did not quote federal regulations in a stern voice. Instead, she warbled in a singsong tone, suggestive of a playful warning to a small child, "You're staaanding!" Everyone laughed and sat back down until the plane taxied to the gate.

4. The Profile of a Star Performer And given the circumstances, they got off the plane in a surprisingly good mood. That flight attendant read the mood of the passengers, understood intuitively that barking regulations at them would only increase the tension, and used her sense of humor to defuse a stressful situation and induce compliance.

5. The Profile of a Star Performer These skills, which make her a star performer at her job, might not show up on standard tests measuring intelligence or technical expertise. Emotional Intelligence counts far more than Intelligence.

6. What is Emotional Intelligence? Self Awareness Emotional Awareness: Recognizing your own emotions and their affects. Accurate Self Assessment: Knowing your strengths and weaknesses. Self Confidence: Sureness about your self worth and capabilities.

7. Self Regulation Self Control: Managing disruptive impulses. Trustworthiness: Maintaining standards of honesty and integrity. Conscientiousness: Taking responsibility for your own performance. Adaptability: Flexibility in handling change. Innovation: Being open to new ideas.

8. Motivation Achievement Drive: Striving to improve or to meet a standard of excellence. Commitment: Aligning with the goals of the group or organization. Initiative: Readiness to act on opportunities. Optimism: Persistence in pursuing goals despite obstacles and setbacks.

9. Empathy Service Orientation: Anticipating, recognizing and meeting customer needs. Developing Others: Sensing what others need to develop, and bolstering their abilities. Leveraging Diversity: Cultivating opportunities through diverse people. Political Awareness: Reading a group's emotional currents and power relationships. Understanding Others

10. Social Skills Influence: Wielding effective tactics for persuasion. Communication: Sending clear messages. Leadership: Inspiring, guiding groups and people. Change Catalyst: Initiating or managing change. Conflict Management: Negotiating and resolving disagreements. Building Bonds: Nurturing instrumental relationships. Collaboration and Cooperation: Working with others toward shared goals. Team Capabilities: Creating group synergy in pursuing collective goals.

11. Do you work with Emotional Intelligence? 1. Do you understand both your strengths and weaknesses? 2. Can you be depended on to take care of every detail? Do you hate to let things slide? 3. Are you comfortable with change and open to novel ideas? 4. Are you motivated by the satisfaction of meeting your own standards of excellence? 5. Do you stay optimistic when things go wrong? 6. Can you see things from another person’s point of view and sense what matters most to that person?

12. Do you work with Emotional Intelligence? 7. Do you let customers’ needs determine how you serve them? 8. Do you enjoy helping coworkers develop their skills? 9. Can you read office politics accurately? 10. Are you able to find “winwin” solutions in negotiations and conflicts? 11. Are you the kind of person other people want on a team? Do you enjoy collaborating with others? 12. Are you usually persuasive?

13. Do you work with Emotional Intelligence? If you answered “yes” to six or more of these and if people who know you well would agree with you, then you’re working well with emotional intelligence.