Q. E. Emotional Intelligence What is it and how do I use it?

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Emotional Emotional IntelligenceIntelligence

What is it and how do I use What is it and how do I use it?it?

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What is Emotional What is Emotional Intelligence?Intelligence?

Pre-TestPre-Test

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Emotion is any feeling Emotion is any feeling creating an excited mental creating an excited mental state.state.

True or False?True or False?

TrueTrue

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All emotions contain a All emotions contain a physiological path physiological path preparing the body to preparing the body to respond.respond.


TrueTrue

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The emotional mind is far The emotional mind is far quicker than the rational quicker than the rational mind springing into action mind springing into action with a strong sense of with a strong sense of certainty.certainty.


TrueTrue

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Within the brain, the Within the brain, the amygdala is the storehouse amygdala is the storehouse for our emotional memories for our emotional memories that are accessed in order that are accessed in order to respond to a current to respond to a current situation.situation.


TrueTrue

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The ability to keep the The ability to keep the rational and emotional mind rational and emotional mind operating in harmony while operating in harmony while allowing each to lead when allowing each to lead when appropriate is emotional appropriate is emotional intelligence.intelligence.


TrueTrue

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Emotional intelligence is a Emotional intelligence is a more reliable predictor of more reliable predictor of success than I.Q.success than I.Q.


TrueTrue

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Emotional intelligence includes Emotional intelligence includes characteristics such as:characteristics such as:

a)a) Being able to motivate oneself, and Being able to motivate oneself, and persist in the face of frustrations; persist in the face of frustrations;

b)b) Impulse control and willingness to delay Impulse control and willingness to delay gratification; gratification;

c)c) Ability to regulate moods and not be Ability to regulate moods and not be immobilized by distress; immobilized by distress;

d)d) Ability to think, to empathize and to hope.Ability to think, to empathize and to hope.


TrueTrue

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There is recent data from a massive There is recent data from a massive survey (1993) of parents and survey (1993) of parents and teachers showing a worldwide trend teachers showing a worldwide trend indicating that the present indicating that the present generation of children are more generation of children are more lonely and depressed, more angry, lonely and depressed, more angry, impulsive and aggressive, more impulsive and aggressive, more nervous and prone to worrynervous and prone to worry..


TrueTrue

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A “natural leader” is a person A “natural leader” is a person who can express the unspoken who can express the unspoken collective sentiment and collective sentiment and articulate it so as to guide a articulate it so as to guide a group toward its goals while group toward its goals while being emotional nourishing to being emotional nourishing to individuals within the groupindividuals within the group ..


TrueTrue

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Effective educational Effective educational programs will blend the programs will blend the understanding and practice understanding and practice of emotional, cognitive and of emotional, cognitive and behavioral skills behavioral skills ..


TrueTrue

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Am I Emotionally Am I Emotionally Intelligent?Intelligent?Sample TestSample Test

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Sample TestSample Test1.1. Even when I do my best, I feel Even when I do my best, I feel

guilty about things that did not guilty about things that did not get done.get done.

A.A. Most of the timeMost of the timeB.B. OftenOftenC.C. SometimesSometimesD.D. RarelyRarelyE.E. Almost neverAlmost never

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Sample TestSample Test2.2. Some people make me feel bad Some people make me feel bad

about myself no matter what I do.about myself no matter what I do.A.A. Strongly agreeStrongly agreeB.B. AgreeAgreeC.C. Partially agree/disagreePartially agree/disagreeD.D. DisagreeDisagreeE.E. Strongly disagreeStrongly disagree

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Sample TestSample Test3.3. When I see something that I When I see something that I

want, I can hardly think about want, I can hardly think about anything else until I get it.anything else until I get it.

A.A. Very TrueVery TrueB.B. TrueTrueC.C. Somewhat trueSomewhat trueD.D. Mostly not trueMostly not trueE.E. Not true at allNot true at all

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Sample TestSample Test4.4. I say things that I later regret.I say things that I later regret.

A.A. RegularlyRegularlyB.B. OftenOftenC.C. SometimesSometimesD.D. RarelyRarelyE.E. Almost neverAlmost never

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Sample TestSample Test5.5. I panic when I have to face I panic when I have to face

someone who is angry.someone who is angry.A.A. Most of the timeMost of the timeB.B. OftenOftenC.C. SometimesSometimesD.D. RarelyRarelyE.E. Almost neverAlmost never

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Sample TestSample Test6.6. When I resolve to achieve When I resolve to achieve

something, I run into obstacles something, I run into obstacles that keep me from reaching my that keep me from reaching my goals.goals.

A.A. RegularlyRegularlyB.B. OftenOftenC.C. SometimesSometimesD.D. RarelyRarelyE.E. Almost neverAlmost never

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Sample TestSample Test7.7. I worry about things that other I worry about things that other

people don’t even think about.people don’t even think about.A.A. Most of the timeMost of the timeB.B. OftenOftenC.C. SometimesSometimesD.D. RarelyRarelyE.E. Almost neverAlmost never

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Sample TestSample Test8.8. When someone does me a favor When someone does me a favor

without being asked, I wonder without being asked, I wonder what his/her real agenda is.what his/her real agenda is.

A.A. Very trueVery trueB.B. Mostly trueMostly trueC.C. Somewhat trueSomewhat trueD.D. Mostly not trueMostly not trueE.E. Not true at allNot true at all

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Sample TestSample Test9.9. No matter how much I No matter how much I

accomplish, I have a nagging accomplish, I have a nagging feeling I should be doing more.feeling I should be doing more.

A.A. Most of the timeMost of the timeB.B. OftenOftenC.C. SometimesSometimesD.D. RarelyRarelyE.E. Almost neverAlmost never

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Sample TestSample Test10.10.In my view, happiness depends In my view, happiness depends

mostly on:mostly on:A.A. society and economysociety and economyB.B. one’s backgroundone’s backgroundC.C. the way one was treated as a childthe way one was treated as a childD.D. one’s environmentone’s environmentE.E. the people one is surrounded bythe people one is surrounded byF.F. the way one leads his/her lifethe way one leads his/her lifeG.G. one’s luckone’s luck

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Sample TestSample Test11.11. When I fail at a task or do worse than I would When I fail at a task or do worse than I would

like, it is usually due to:like, it is usually due to:A.A. Lack of preparation or effort on my part.Lack of preparation or effort on my part.B.B. Lack of concentration or attention on my part.Lack of concentration or attention on my part.C.C. Lack of ability on my part.Lack of ability on my part.D.D. External factors, (i.e. things that have nothing to External factors, (i.e. things that have nothing to

do with me, such as an unreasonably difficult do with me, such as an unreasonably difficult task, bad weather/timing).task, bad weather/timing).

E.E. Internal factors (i.e. my traits and characteristics, Internal factors (i.e. my traits and characteristics, such as I.Q., talents, etc.) beyond my control.such as I.Q., talents, etc.) beyond my control.

F.F. Combination of factors, mostly things that I can Combination of factors, mostly things that I can change.change.

G.G. Combination of factors, mostly things I can’t Combination of factors, mostly things I can’t change.change.

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Sample TestSample Test12.12. I open up and talk about my most intimate I open up and talk about my most intimate

issues and private feelings with just about issues and private feelings with just about anybody, anytime, in any circumstances.anybody, anytime, in any circumstances.

A.A. Exactly right, I am willing and able to share and Exactly right, I am willing and able to share and discuss anything with anybody, no matter what discuss anything with anybody, no matter what the time and place.the time and place.

B.B. It depends, I share and discuss my intimate It depends, I share and discuss my intimate issues with some people, but there are issues with some people, but there are circumstances where it can be a mistake or circumstances where it can be a mistake or inappropriate.inappropriate.

C.C. It depends, I share and discuss my intimate It depends, I share and discuss my intimate issues with some people, but in most instances issues with some people, but in most instances it can be a mistake or inappropriate.it can be a mistake or inappropriate.

D.D. No way, intimate issues should not be discussed No way, intimate issues should not be discussed with anybody except for the closest family with anybody except for the closest family members or friends.members or friends.

E.E. No way, people should deal with intimate issues No way, people should deal with intimate issues by themselves.by themselves.

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Sample TestSample Test13.13. When there is something unpleasant to do, I:When there is something unpleasant to do, I:

A.A. do it right away and get it over with.do it right away and get it over with.B.B. postpone it until I feel like doing it.postpone it until I feel like doing it.C.C. postpone it until I have nothing else to do.postpone it until I have nothing else to do.D.D. postpone it until it is too late and gets dropped.postpone it until it is too late and gets dropped.E.E. wait until I have no other choice but to do it.wait until I have no other choice but to do it.F.F. find a way to reward myself for doing it and find a way to reward myself for doing it and

then do it.then do it.G.G. break the task into small steps and do them one break the task into small steps and do them one

by one.by one.H.H. find an acceptable valid reason I cannot do the find an acceptable valid reason I cannot do the

task and get rid of it.task and get rid of it.I.I. find someone else to do it for me.find someone else to do it for me.

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Sample TestSample Test14.14. When I am upset, I:When I am upset, I:

A.A. can tell exactly how I feel.can tell exactly how I feel. B.B. can usually tell how I feel, but can usually tell how I feel, but

sometimes it is difficult to distinguish sometimes it is difficult to distinguish exactly what I am feeling.exactly what I am feeling.

C.C. usually cannot distinguish what I am usually cannot distinguish what I am feeling exactly.feeling exactly.

D.D. don’t lose time trying to figure out what don’t lose time trying to figure out what exactly I am feeling.exactly I am feeling.

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Sample TestSample Test15.15. When I have a major problem that I When I have a major problem that I

find extremely difficult to deal with, I:find extremely difficult to deal with, I: A.A. will deal with it myself.will deal with it myself.B.B. go to family members for advice and/or go to family members for advice and/or

support.support.C.C. go to my friend(s) for advice and/or go to my friend(s) for advice and/or

support.support.D.D. go to my therapist/counselor for advice go to my therapist/counselor for advice

and/or support.and/or support.E.E. try and distract myself.try and distract myself.F.F. submerge myself in unrelated work.submerge myself in unrelated work.G.G. try and forget about it.try and forget about it.H.H. pretend it does not exist.pretend it does not exist.

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There is no arguing that classical IQ is There is no arguing that classical IQ is important in our success. However, important in our success. However, emotional intelligence is equally emotional intelligence is equally important. Emotional intelligence is a important. Emotional intelligence is a prerequisite for the proper prerequisite for the proper development and actualization of our development and actualization of our other intellectual abilities. other intellectual abilities. For more For more information or to take the full version information or to take the full version of the testof the test, , click hereclick here..

Some information courtesy of discoveryhealth.com and Some information courtesy of discoveryhealth.com and queendom.com.queendom.com.

Scoring the Sample TestScoring the Sample Test

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Test Your Common SenseTest Your Common Sense

Take this test to learn how much Take this test to learn how much “common sense” you have. You “common sense” you have. You may use only the information that may use only the information that appears in the question, and you appears in the question, and you must select one of two choices must select one of two choices given. The correct answers are given. The correct answers are given later.given later.

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1.1. You are about to cross a busy You are about to cross a busy intersection as you walk home, intersection as you walk home, but the walk light is out of order. but the walk light is out of order. What should you do?What should you do?

a)a) Cross with cautionCross with caution

b)b) Don’t crossDon’t cross

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2.2. Tuna is your favorite food, and you Tuna is your favorite food, and you love all varieties equally. Today, you love all varieties equally. Today, you find the fancy grade on sale at half-find the fancy grade on sale at half-price: Now it costs only twice as much price: Now it costs only twice as much as the unfancy grade. You’re always as the unfancy grade. You’re always short of cash. What should you do?short of cash. What should you do?

a)a) Buy the fancy kindBuy the fancy kind

b)b) Buy the unfancy kindBuy the unfancy kind

Q.E.


3.3. You need a warm winter coat, You need a warm winter coat, and you’ve found two on sale. and you’ve found two on sale. One is twice as warm as the One is twice as warm as the other, but the other one looks other, but the other one looks much better. Which should you much better. Which should you buy?buy?

a)a) The warmer oneThe warmer one

b)b) The one that looks much betterThe one that looks much better

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4.4. You should get a haircut before You should get a haircut before you go on a job interview you go on a job interview tomorrow, but you don’t have tomorrow, but you don’t have enough money. What should you enough money. What should you do?do?

a)a) Go to the interviewGo to the interview

b)b) Cancel the interviewCancel the interview

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5.5. Your favorite shoes are wearing Your favorite shoes are wearing out. They can be repaired as out. They can be repaired as good as new for $50. A new pair good as new for $50. A new pair costs $100. What should you do?costs $100. What should you do?

a)a) Repair the shoesRepair the shoes

b)b) Buy a new pairBuy a new pair

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6.6. You’re starting to take a test. One You’re starting to take a test. One of the directions notes that there of the directions notes that there is a penalty for guessing. What is a penalty for guessing. What should you do?should you do?

a)a) GuessGuess

b)b) Don’t guessDon’t guess

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7.7. You’re looking for an apartment You’re looking for an apartment and find two you can afford. One and find two you can afford. One has a view of a park. The other has a view of a park. The other has a view of a flashing neon sign. has a view of a flashing neon sign. You love flashing neon signs. You love flashing neon signs. Which apartment should you rent?Which apartment should you rent?

a)a) The one with the park viewThe one with the park viewb)b) The one with the view of the flashing The one with the view of the flashing

neon signneon sign

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Test Your Common Sense: Test Your Common Sense: AnswersAnswers

1.1. (a) Cross with caution. This is what you (a) Cross with caution. This is what you do at intersections without walk lights.do at intersections without walk lights.

2.2. (b) Buy the unfancy kind. You’re short of (b) Buy the unfancy kind. You’re short of cash and love all varieties equally.cash and love all varieties equally.

3.3. (a) The warmer one. If you buy the better (a) The warmer one. If you buy the better looking one, you’ll still need a warm coat.looking one, you’ll still need a warm coat.

4.4. (a) Go to the interview. You need the job (a) Go to the interview. You need the job and your hair will only grow longer.and your hair will only grow longer.

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5.5. (a) Repair the shoes. They’ll be as (a) Repair the shoes. They’ll be as good as new at only half the price.good as new at only half the price.

6.6. (b) Don’t guess. You’re penalized for (b) Don’t guess. You’re penalized for guessing.guessing.

7.7. (b) The one with the view of the (b) The one with the view of the flashing neon sign. It states that you flashing neon sign. It states that you love flashing neon signs.love flashing neon signs.

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The questions should have become The questions should have become progressively harder to answer, or progressively harder to answer, or in other words you started to argue in other words you started to argue more and more. If this is correct, more and more. If this is correct, note your first “missed” question note your first “missed” question and re-read the question. The and re-read the question. The information is there.information is there.

* Courtesy of “Ask Marilyn,” by Marilyn Vos Savant. Parade * Courtesy of “Ask Marilyn,” by Marilyn Vos Savant. Parade Magazine. June 9, 2002Magazine. June 9, 2002

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What Do You Do?What Do You Do?

• Stands up and threatens to leave.Stands up and threatens to leave.• Dictates unrealistic terms of agreement.Dictates unrealistic terms of agreement.• Verbally or physically threatens.Verbally or physically threatens.• Starts to cry.Starts to cry.• Interrupts repeatedly.Interrupts repeatedly.• Threatens to file a grievance.Threatens to file a grievance.

Measure your reactions to Measure your reactions to confrontational situations. Someone confrontational situations. Someone disagrees with you and disagrees with you and

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• Refuses to agree with something that Refuses to agree with something that seems reasonable on the surface.seems reasonable on the surface.

• Remains locked into his/her position Remains locked into his/her position refusing to budge.refusing to budge.

• Raises his/her voice using an angry Raises his/her voice using an angry harsh tone.harsh tone.

• Tries to attack your authority or Tries to attack your authority or impartiality.impartiality.

Someone disagrees with you and …Someone disagrees with you and …

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• Starts to disclose something very Starts to disclose something very intimate about another party as an intimate about another party as an attempt to discredit him/her. attempt to discredit him/her.

• Uses gossip or backstabbing.Uses gossip or backstabbing.• Uses hardball tactics. Uses hardball tactics.

Someone disagrees with you and …Someone disagrees with you and …

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Property management has Property management has clearly evolved into a set of clearly evolved into a set of required management skills required management skills that reaches beyond the that reaches beyond the preparation of most preparation of most currently employed in the currently employed in the field.field.

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Let’s take a look at some of the Let’s take a look at some of the skills to see if there is a common skills to see if there is a common foundation.foundation.

• Counseling individualsCounseling individuals• Building teamsBuilding teams• Stress and conflict controlStress and conflict control• Change catalystChange catalyst• Customer relationsCustomer relations• Integrating new technologiesIntegrating new technologies• Leveraging diversityLeveraging diversity

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Emotional intelligence would seem Emotional intelligence would seem to be the necessary ingredient with to be the necessary ingredient with its main components of:its main components of:• Self awarenessSelf awareness• Personal decision Personal decision

makingmaking• Managing feelingsManaging feelings• Handling stressHandling stress• EmpathyEmpathy• Communication Communication • Self disclosureSelf disclosure

• InsightInsight• Self-acceptanceSelf-acceptance• Personal Personal

responsibilityresponsibility• AssertivenessAssertiveness• Group dynamicsGroup dynamics• Conflict resolutionConflict resolution

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Leadership Skills: Rate Leadership Skills: Rate YourselfYourself

The best leaders have strengths in at The best leaders have strengths in at least a half-dozen key emotional-least a half-dozen key emotional-intelligence competencies. While getting intelligence competencies. While getting a personal profile of your strengths and a personal profile of your strengths and weaknesses requires a more rigorous weaknesses requires a more rigorous assessment, this quiz can give you a assessment, this quiz can give you a rough rating. More importantly, we hope rough rating. More importantly, we hope it will get you thinking about how well it will get you thinking about how well you use leadership skills – and how you you use leadership skills – and how you might get better at it.might get better at it.* Reprinted from Parade Magazine, “Could You Be a * Reprinted from Parade Magazine, “Could You Be a Leader,” by Daniel Goleman, June 16, 2002Leader,” by Daniel Goleman, June 16, 2002

Q.E.


1.1. I am aware of what I am feeling.I am aware of what I am feeling.a.a. SeldomSeldom

b.b. OccasionallyOccasionally

c.c. OftenOften

d.d. Frequently Frequently

StatementStatement

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2.2. I know my strengths and I know my strengths and weaknesses.weaknesses.

a.a. SeldomSeldom


c.c. OftenOften


StatementStatement

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3.3. I deal calmly with stress.I deal calmly with stress.a.a. SeldomSeldom


c.c. OftenOften


StatementStatement

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4.4. I believe the future will be better I believe the future will be better than the past.than the past.

a.a. SeldomSeldom


c.c. OftenOften

d.d. FrequentlyFrequently

StatementStatement

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5.5. I deal with changes easily.I deal with changes easily.a.a. SeldomSeldom


c.c. OftenOften


StatementStatement

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6.6. I set measurable goals when I I set measurable goals when I have a project.have a project.

a.a. SeldomSeldom


c.c. OftenOften


StatementStatement

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7.7. Others say that I understand and Others say that I understand and am sensitive to them.am sensitive to them.

a.a. SeldomSeldom


c.c. OftenOften


StatementStatement

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8.8. Others say I resolve conflicts.Others say I resolve conflicts.a.a. SeldomSeldom


c.c. OftenOften


StatementStatement

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9.9. Others say I build and maintain Others say I build and maintain relationships.relationships.

a.a. SeldomSeldom


c.c. OftenOften


StatementStatement

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10.10.Others say I inspire them.Others say I inspire them.a.a. SeldomSeldom


c.c. OftenOften


StatementStatement

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11.11.Others say I am a team playerOthers say I am a team playera.a. SeldomSeldom


c.c. OftenOften


StatementStatement

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12.12.Others say I helped to develop Others say I helped to develop their abilities.their abilities.

a.a. SeldomSeldom


c.c. OftenOften


StatementStatement

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Give yourself:Give yourself:

1 point for each seldom1 point for each seldom

2 points for each occasionally2 points for each occasionally

3 points for each often3 points for each often

4 points for each frequently4 points for each frequently

Add up your total score.Add up your total score.

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Leadership Skills: Leadership Skills: InterpretationInterpretation

36+ – You use key leadership skills well, 36+ – You use key leadership skills well, but ask a co-worker or partner for but ask a co-worker or partner for his/her opinions to be more certain.his/her opinions to be more certain.

30-35 – Suggests some strengths, but 30-35 – Suggests some strengths, but also some underused leadership also some underused leadership abilities.abilities.

29 or less – Unused leadership abilities 29 or less – Unused leadership abilities and suggests room for improvement.and suggests room for improvement.

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Leadership Skills: Leadership Skills: InterpretationInterpretation

Leaders are unique, and they can show Leaders are unique, and they can show their talent in different ways. To further their talent in different ways. To further explore your leadership strengths, you explore your leadership strengths, you might ask people whose opinions you might ask people whose opinions you value: “What have you seen me do really value: “What have you seen me do really well as a leader, which of these abilities well as a leader, which of these abilities am I using?” If a number of people tell am I using?” If a number of people tell you that you use the same quality when you that you use the same quality when doing well, you likely have identified a doing well, you likely have identified a leadership quality that should be leadership quality that should be appreciated and nurtured.appreciated and nurtured.

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Leadership Activities Leadership Activities Requiring Multi-IntelligencesRequiring Multi-Intelligences

• IntuitionIntuition• MotivationMotivation• ListeningListening• Team buildingTeam building• Self-controlSelf-control• Situation controlSituation control• Counseling-coaching-mentoringCounseling-coaching-mentoring

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Could Emotional IntelligenceCould Emotional IntelligenceImprove These Situations?Improve These Situations?

First – Please approach these First – Please approach these situations as someone accountable situations as someone accountable for optimum results.for optimum results.

Second – Please approach these Second – Please approach these situations as a leader of someone situations as a leader of someone needing improvement.needing improvement.

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SituationSituation

You’re alone in the office on You’re alone in the office on the first of the month. A the first of the month. A resident stops by with his rent resident stops by with his rent and believes he has a and believes he has a package. The phone is ringing package. The phone is ringing off the wall, reports are due. off the wall, reports are due.

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SituationSituation

Shopping evaluations reveal a lack Shopping evaluations reveal a lack of enthusiasm, product knowledge of enthusiasm, product knowledge and closing ability.and closing ability.

A. A. You are the individual that was You are the individual that was shopped.shopped. B. B. You are the property manager.You are the property manager.

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SituationSituation

An expectation of salary increase An expectation of salary increase and other benefits is being denied. and other benefits is being denied.

A. A. You are delivering this decision. You are delivering this decision.

B. B. You are receiving the decision.You are receiving the decision.

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SituationSituation

Team meetings seem to be a Team meetings seem to be a waste of productive time as waste of productive time as they often become gripe they often become gripe sessions. sessions.

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SituationSituation

A key team member is experiencing A key team member is experiencing an ongoing personal problem an ongoing personal problem (health, family, financial) that (health, family, financial) that affects his/her work contribution. affects his/her work contribution.

A.A. You are experiencing the personal You are experiencing the personal problem.problem.

B. B. You supervise the team.You supervise the team.

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SituationSituationTwo staff members have suffered a similar problem at the Two staff members have suffered a similar problem at the hands of a third. The two have shared their growing animosity hands of a third. The two have shared their growing animosity with a number of people. The offending co-worker has become with a number of people. The offending co-worker has become isolated and believes others are trying to get him/her fired or isolated and believes others are trying to get him/her fired or to quit. to quit.

A. You are one of the individuals.A. You are one of the individuals.

B. B. You are the team leader.You are the team leader.

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SituationSituation

Your company is being sold. Your company is being sold. Rumors are running rampant. Rumors are running rampant.

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SituationSituationYour community has experienced a Your community has experienced a disaster that has been a hardship disaster that has been a hardship on everyone, but – on everyone, but –

A.A. Some are very demanding and Some are very demanding and aggressive.aggressive.

B. B. Some are patient and have Some are patient and have various various issues that must be resolved.issues that must be resolved.C. C. Some are totally unresponsive Some are totally unresponsive to to your efforts.your efforts.

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SituationSituationYou are experiencing an ongoing You are experiencing an ongoing personality conflict with your personality conflict with your immediate supervisor, resulting in immediate supervisor, resulting in communication breakdowns, communication breakdowns, suspicion and growing frustration suspicion and growing frustration

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SituationSituationA company merger/consolidation A company merger/consolidation has left two people with the same has left two people with the same business responsibility.business responsibility.

A. You have been selected over the A. You have been selected over the other.other.B. The other has been selected over B. The other has been selected over you.you.C. You supervise both individualsC. You supervise both individuals

Q.E.

Creating a Learning Creating a Learning CompanyCompany

• The development of human resources must The development of human resources must be a company-held priority.be a company-held priority.

• The most powerful force for learning in a The most powerful force for learning in a company is not the training department but company is not the training department but the organization itself.the organization itself.

• Everyone needs a model and a mentor. Everyone needs a model and a mentor. Everyone should be a model or a mentor for Everyone should be a model or a mentor for someone. someone.

• Customers play a key role in learning Customers play a key role in learning activities.activities.

• Listening is the primary activity of leadership.Listening is the primary activity of leadership.

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The Bad NewsThe Bad News

Fewer employees have the necessary Fewer employees have the necessary emotional intelligence to succeed.emotional intelligence to succeed.

Resources intended to improve this Resources intended to improve this situation can be easily misdirected.situation can be easily misdirected.

Solutions require long-term Solutions require long-term commitment.commitment.

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The Good NewsThe Good News

Personal and group emotional intelligence can be Personal and group emotional intelligence can be increased.increased.

An organization that nurtures An organization that nurtures

emotional intelligence builds emotional intelligence builds

employee and customer loyalty.employee and customer loyalty.

The positive effects of E.Q. practices The positive effects of E.Q. practices in in

the workplace have far-reaching the workplace have far-reaching benefits.benefits.

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Acknowledgements &Acknowledgements &Additional ResourcesAdditional Resources

1.1. Discovery Health.Com. Discovery Health.Com. http://health.discovery.com/tools/assesshttp://health.discovery.com/tools/assessments.htmlments.html

2.2. The Learning Alliance.The Learning Alliance. Brinkerhoff, Brinkerhoff, Robert O. & Stephen J. Gill. Jossey-Bass Robert O. & Stephen J. Gill. Jossey-Bass 1994.1994.

3.3. Why is Everyone so Cranky?Why is Everyone so Cranky? Charles, C. Charles, C. Leslie. Leslie. Hyperion 1999.Hyperion 1999.

4.4. Creating Health.Creating Health. Chopra, Deepak. Chopra, Deepak. Houghton Mifflin Company 1991.Houghton Mifflin Company 1991.

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5.5. Principle Centered Leadership.Principle Centered Leadership. Covey, Covey, Stephen, R. Stephen, R. Summit Books 1991.Summit Books 1991.

6.6. Emotional Intelligence.Emotional Intelligence. Goleman, Daniel. Goleman, Daniel. Bantam Books 1995.Bantam Books 1995.

7.7. ““Could You Be a Leader?” Could You Be a Leader?” Parade Parade Magazine.Magazine. Goleman, Daniel. June 16, Goleman, Daniel. June 16, 2002.2002.

8.8. Working With Emotional Intelligence.Working With Emotional Intelligence. Goleman, Daniel. Bantam Books 1998.Goleman, Daniel. Bantam Books 1998.

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9.9. Keys to Success.Keys to Success. Hill, Napoleon. Hill, Napoleon. Plume Plume Books 1997Books 1997 . .

10.10. The Ten Natural Laws of Successful Time The Ten Natural Laws of Successful Time and Life Management.and Life Management. Smith, Hyrum W. Smith, Hyrum W. Warner Books 1994.Warner Books 1994.

11.11. The Leadership Engine.The Leadership Engine. Tichy, Noel M. Tichy, Noel M. Harper Business Press 1997.Harper Business Press 1997.

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