Developing Emotional

Intelligence

People
Skills


Team FME

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www.free‐management‐ebooks.com
2014

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EMOTIONAL
INTELLIGENCE

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Preface
This eBook explains how to develop your personal and social competencies
using the reflective cycle technique. This simple six-stage process can help
you to develop your emotional intelligence and become a more effective
manager.

You will learn:

• What behaviors are involved in each of the four competencies

that make up EQ

• How to examine your own behaviors in each area honestly and

objectively

• How to use the reflective cycle technique to boost your own

emotional intelligence

• How emotional intelligence can make team leadership easier and

more effective

• How it can be applied to change management situations and to

resolving conflicts

Visit Our Website

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and checklists for managers are all available to download free of charge to
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Table of Contents
Preface ........................................................................................ 3


Visit Our Website ....................................................................... 3


Introduction ................................................................................ 5


Self-Awareness .......................................................................... 9


Self-Management ..................................................................... 15


Social Awareness .................................................................... 24


Relationship Management ...................................................... 34


EQ, Communication, and Coaching ....................................... 37


Change, Conflict, and Leadership .......................................... 41


Summary................................................................................... 46


Other Free Resources ............................................................. 47


References................................................................................ 48


Appendix A – EQ Timeline ...................................................... 50


Appendix B – Emotional Intelligence Framework................. 51


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Introduction
To successfully develop your own emotional intelligence you must be willing
to reflect on your own performance and behavior. This requires you to
review situations with an objective, honest, and open mindset. Unless you
are willing to ‘really’ see what you find, you will not be able to raise your EQ.

Relationship Self-
Management Awareness

Social Self-
Awareness Management

The four competencies that make up EQ are shown in the diagram above.
Your development starts with ‘self-awareness’ and moves around the
segments in a clockwise direction. This is an iterative process throughout
your whole career.

It is only by constantly reviewing your level of each EQ competency that you

will attain the recognition and reward you aspire to. The way you achieve
this is by using a simple technique called the ‘reflective cycle.’

This involves asking yourself a series of questions that focus on your

emotional state during a specific incident or event. This allows you to
identify what emotions you felt and to determine how appropriate they were.
Through this evaluation process you assess the level of impact your
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emotions and their associated behaviors had on the incident.

Depending on the level of impact these had you decide how the outcome
could have been improved if you had shown different emotions or
behaviors. Your final reflection is on what action you will take to ensure that
you appropriately mange your emotions in future.

Reflective
Cycle

Your action Select incident

plan to review

What would
How did you
you do
feel?
differently?

Did this affect

If Yes, how?
the outcome?

It is essentially a questioning process: you ask yourself a series of questions

in order to determine how you need to alter your behavior to attain the
required objective:

1. Select a particular event or incident that you felt could have gone
better or that you want to better understand.

2. Then look at your feelings.

 How did you feel about the event as it unfolded?

 What emotions did you display during the event?

 What emotions did the other party show?

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3. Having established the emotional state of all parties throughout

the event you then need to assess whether your own emotions
and behavior affected the outcome.

4. If you decide that they did, then you need to understand how your
emotions altered the situation. And whether this was for the better
or not.

 Did you cause heightened emotions in the other party?

 Did your emotions exacerbate the situation?

 Did you try to anticipate potential emotional reactions?

 Did you prepare or think how you might respond?

 Did your emotions divert your focus from the objective?

5. Now that you have identified how your own emotions, behavior,
and preparation (or lack of) impacted on the event, what would
you change if faced with the same or a similar situation again?

 What would you do differently?

 How would you control your own emotions?

 What did you do well? Should you have done more of this?

6. Once you have a list of changes you want to make in your display
of emotions and behaviors, create a clearly defined action plan
that enables you to achieve this. This plan should have:

 A clear objective you want to attain

 Specific tasks with a timeframe

 Opportunities to review progress and make revisions as

needed.

This process is cyclical and will give you the best results if you have a few
well-defined short-term objectives. The further along you are in your EQ
development the greater focus your action plan will have on improving your
social awareness and relationship management. By incorporating the

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reflective cycle technique into your personal development plan you will
attain your desired level of EQ.

Key Points

• You must be willing to examine your own behavior honestly and

objectively if you want to increase your own EQ.

• The four competencies that make up EQ are: Self-awareness, Self -

management, Social Awareness, and Relationship Management.

• The reflective cycle technique is a six-stage process that can help

you to develop your EQ.

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Self-Awareness
The first area you need to assess is personal competency. This consists of
self-awareness and self-management.

Personal Self- Self-

Competence Awareness Management

Self-awareness is all about recognizing and understanding how your own

emotions both affect your interactions with others and impact on others’
emotional state. This involves being conscious of your own emotional state,
something that can be challenging for number of reasons:

• Firstly, your emotions can change from one moment to the next.

• Secondly, you may experience a variety of emotions at any one

time.

• Thirdly, the times when it is most important to be aware of your

emotions are the times when you’re under stress and therefore
least likely to do so.

• Finally, you may also have certain mental blocks and not be
prepared to recognize certain emotions for what they are.

It is quite common for people to be in denial about certain emotions like

anger and fear because they believe them to be a sign of weakness. Such
emotions are also seen as undesirable in the organization’s culture.
Consequently, emotional self-awareness may be easy to understand, but it
is difficult to put into practice.

You continually monitor, observe, and record the performance of your team

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members against their appraisal objectives. So use this same process to

assess and note your own emotions and behavior. This can help you to
become aware of any patterns in your emotions throughout your working
day.

These notes are for your eyes only, so be completely honest with yourself.
Create your own simple shorthand system for logging your feelings and your
ability to control them during particular events. Your notes should detail:

• Who you interacted with and their ‘relation’ to you

• The topic of the interaction

• What emotions you felt

• How strongly you felt them

• Whether you could you control them.

In this way you will be able to quickly identify whether your most common
emotion is positive or not. The sort of questions to ask yourself are:

Do particular people or activities cause you to feel negatively and

how strong is this feeling?
Have you isolated certain events where you should have had strong
feelings but didn’t?
Do you feel as though you are able to keep an accurate and fair
record of your emotions, and if not why not?

Also, your notes will be able to reflect your strengths and weaknesses or
areas for improvement, and you can then use the reflective cycle to identify
an action plan. It is key that you note both activities that could have gone
better and those that went well. This way you will give yourself the same
constructive and objective feedback that will build up your self-confidence.

If you feel unsure of what events to track as part of your EQ development

start with those occasions where you have exhibited the particular behaviors
associated with negative emotions. Instances when you displayed such

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emotions are easier to recall even some time after event. For example:

• Inappropriate humor or sarcasm

• Passive-aggressive behavior

• Playing the victim.

These behaviors often result from feelings of anger, frustration, or

avoidance of confrontation and ignore the underlying problem. In some
instances others will see such behavior as reflecting a low level of EQ
because of its inappropriateness or immaturity.

If you find yourself reacting to the sarcasm of others, you need to control
your instinctive reaction so that you can look beyond it to determine the
underlying emotion, its causes, and implications. For example;

A member of your team may give a sarcastic reply to your enquiry as

to why they are always late with their report.
By replacing your angry retort with your questioning skills you will
learn that the individual feels their efforts are unrecognized,
insignificant, ignored, or unappreciated.

Armed with this knowledge you can then address the underlying emotion
and its implications.

Another very common negative emotion managers are likely to encounter,

or exhibit, is that of passive-aggressive behavior. Such behavior becomes
more prevalent the more formal a working environment is. The more formal
the atmosphere the less acceptable it is to express emotions honestly.

By answering the following questions you will be able to identify such

behavior in yourself and others:

Do you find yourself having a strong emotional reaction to increases

in an already heavy workload, poor work quality, lack of respect,
times when your credibility is questioned, etc.?
Are you resentful of, or do you oppose, others’ demands?
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Do you procrastinate over tasks or make intentional mistakes in

response to others’ demands?
Is your attitude cynical, sullen, or hostile?

The diagram below shows a variety of ways individuals can indirectly

express their negative emotions or hostility.

Examples of
Deliberate
Indirect Sullenness
failure
Hostility

Poor
Procrastin- Resent-
communic
ation ment
ation

Passive-
Hostile Stubborn-
jokes ness Aggressive
Behavior

By using techniques to develop your EQ self-awareness you will be able to

openly address such behaviors and their underlying emotions. If you
recognize such tactics in your own behavior you need to accept that you
may have a problem asserting your own thoughts and feelings, while at the
same time showing appreciation and respect for someone else’s viewpoint.

A common mode of behavior people display when they experience negative

emotions is ‘Playing the Victim’. This involves failure to take responsibility
for your own circumstances. It usually begins with blaming other people for
your failure to do or achieve something. This behavior prevents you from
acknowledging your own shortcomings, translating into inaction.

At the heart of this emotion is usually fear. This takes two forms:

• Fear of failure prevents you taking the necessary steps to attain

what you want.

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• Fear that achieving the objective would not give you the payoff
that you expect to get on its completion.

Certain behaviors also mask negative behavior, and assessing whether or

not you exhibit them will help you identify what areas you need to focus on
in order to develop your emotional intelligence. These vary from things like
displacement activities (such as spending too much time on routine low-
value work, where the possibility of conflict is low) to avoidance behavior
(such as taking unwarranted sick days).

Look for these behaviors in your out-of-work activities in things like

excessive television watching, playing computer games, engaging in social
media, etc. Each of these prevents you from having to face up to your
negative emotions. At their extreme behaviors can become self-destructive
– for example, excessive alcohol and drug consumption.

All of these behaviors have an underlying emotional cause. Once you

understand the cause you can at least begin to address it and thereby raise
the level of your EQ. This also helps your manage others by heightening
your appreciation of the feelings and thinking that are reflected in their
behavior.

It is only by being aware of your own emotions and the impact they can
have that you can hope to address them. By honestly acknowledging your
emotions you can begin to perfect your emotional self-assessment skills.

Self-assessment can be conducted by yourself or by discussing your

strengths and weaknesses with others. The different tools you can use to
assess your EQ are discussed in detail on our free eBook ‘Measuring
Emotional Intelligence,’ available from www.free-management-ebooks.com.

These tools are designed to show you the areas that you are weaker in –
that is, those that need developing. These aspects of your behavior are not

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irreparable flaws – they just show your current weak spots. Your willingness
to acknowledge such blemishes, whether through self-study or by
discussing them with others, is a substantial step in your EQ development.

It reflects a level of maturity in your self-confidence that is reflected in your

behavior. Your decision-making becomes more decisive even in uncertain
circumstances. You also have the conviction in your beliefs to stand up for
what is right and to voice views that may contradict those of the
organization.

Key Points

• Personal competence is made up of self-awareness and self-

management.

• Self-awareness is all about recognizing and understanding how your

own emotions affect your interactions with others.

• By using techniques to develop your EQ self-awareness you will be

able to openly address such behaviors and their underlying emotions.

• It is only by being aware of your own emotions and the impact they
can have that you can hope to address them.

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Self-Management
Once you have a clear understanding of your own emotions and how they
can impact on situations and others you are ready to progress into the EQ
area of self-management. This facet of emotional intelligence builds on the
basis of self-awareness and is simply the ability to control your emotions so
that they don’t control you.

Self-
Management
Controlling your own emotions

Motivating yourself in all situations

Self-management involves using what you know about your emotions to

manage them in such a way as to generate positive interactions with others
and motivate yourself in all situations. The very act of acknowledging the
fact that you are feeling a negative emotion goes a long way to preventing
you from losing control of your own behavior.

EQ self-management is critical for a manager because no one wants to

work for someone who is not in control of themselves and whose reactions
depend on their prevailing mood. Being able to achieve results by shouting
at and bullying team members is a relic of the past. It has no place in
modern organizations; people are aware of their rights, and employment
tribunals do not support organizations that permit bullying behavior.

Self-management does not mean that you can never become angry. There
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may be circumstances in which anger is a perfectly reasonable emotional

response, but the key is to have control over it so that it can be channeled
into resolving the problem at hand.

Some people have a strong tendency to overstate in their own minds the
negative aspects of a particular situation – for example, fear of a meeting
with an important client. If you recognize this trait you should apply the
reflective cycle to such situations to ensure that you see them more
realistically.

3-Step process to improve

Self-control

Identify what you are feeling

Make an honest determination of the

underlying cause

Take action to break the cycle of negative

emotion
You can also use a simple three-step process to help improve your self-
control. This enables you to think logically about scenarios and determine
potential ways to deal with them. This goes a long way to diminishing your
fear or anger and raises your level of EQ self-management.

• Identify what you are feeling – this might simply be a strong

feeling over a missed deliverable, unease about a meeting, or
longer-term sentiments that there is something wrong with the
environment you are working in. Whatever the starting point you
will need to exercise self-awareness before you can start to do
something about it.

• Determine the underlying cause – this is a difficult step

because the process requires analysis, reflection, and honesty to
identify the cause. Is the sales person who has missed her target

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angry or resentful towards her boss because he told her she had
missed her target, the marketing department because they gave
her too few sales leads, or herself for missing opportunities?

• Take action – once you’ve identified the true cause of your

emotion you can do something that breaks you out of the cycle of
negative emotion. It could simply be to recognize that the
emotions that you are feeling are inappropriate or unjustified, or
that they are directed at the wrong target.

Only by recognizing the truth behind the causes of your emotions will you be
able to control and manage them even when you are stressed and angry.
This is extremely important for a manager in terms of being able to motivate
his team. This doesn’t mean that you pretend these emotions don’t exist,
dismiss them, or deny them, but you must manage them.

Your primitive so you are

Emotional emotions take unable to realistically &
Hijacking over your thought view a objectively
process situation

Your own team will be looking up to you for cues as to how to behave and
what is acceptable. If you are unable to control your own emotions they will
see no reason to control theirs. This lack of self-discipline amongst
individuals encourages undesirable behaviors. Goleman refers to this as
‘emotional hijacking.’ This is where a person’s mind gets taken over by their
‘primitive’ emotions and inhibits them from viewing a situation realistically
and objectively.

These emotional breakdowns are involuntarily building up slowly and

symptoms are often overlooked. A trigger event, such as frequent bullying
or feeling unsupported by management, causes the individual’s behavior to
have negative consequences.

By making an honest assessment of your own behavior and that of your

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team you will be able to identify and address any problems before they
become destructive. This includes such behaviors as:

• Being unduly influenced by others

• Foreshadowing (see below)

• Dwelling on isolated events

• Being overcritical

• Seeking to blame others

• Thinking ‘always’ or ‘never’

• Focusing on or presupposing negative feedback

• Taking on too much responsibility.

The key to developing your EQ self-management lies in your honest

appraisal of your own behavior. Once a negative form of behavior is
identified, you can take positive steps to control or eradicate it.

Many people are unduly influenced by the moods and attitudes of the
people around them. Are you aware of instances where you or a member of
your team has been influenced in this way? If so then you may need to
make a conscious effort to insulate yourself so that you retain your
objectivity in such situations.

Only a few people will have this effect on you and you need to know who
they are. You may have a personal relationship with this individual that is in
some way more profound than a normal working relationship. It can also be
someone that you respect, admire, or closely identify with.

Being aware that certain individuals have an impact on your own emotions
is the key step. Knowing they exist helps you to minimize any negative
impact it has on your own emotions by appreciating why their mood affects
you in the way it does. Using this knowledge you can then make a
conscious effort to neutralize their negative emotion and retain your

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objectiveness.

Do you think others would describe you as predicting negative outcomes for
events or interactions in the future – foreshadowing? Are you someone who
continually plays out negative scenarios in your head? The key to breaking
this habit lies in your ability to develop your analysis and objectivity so that
you can assign a probability to the various outcomes.

Foreshadowing has nothing to do with being aware of real risks and taking
steps to mitigate them, but stems from fear, which in turn leads to irrational
thoughts. If you are not careful it can become a self-fulfilling prophecy as it
undermines your self-confidence, which can have a negative impact on how
you come across to others and on your own productivity.

Breaking such a pattern can be difficult because it tends to be a lifelong

habit. One way to do this is to make yourself view a positive outcome to
every situation and not just accept your more habitual doom and gloom
outcome to be the only one you act on.

Behaviors that feed your negative emotions:

over-influenced by others

foreshadowing

dwelling on isolated events

criticism & blame

thinking in absolutes

focus on or expect negative feedback

take on too much responsibility

You also need to look at why you feel failure is the mostly likely result. Is it
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due to poor time management, lack of delegation, unclear goals,

procrastination, constant interruptions, or some other distraction? By
focusing your attention on developing good skills in such areas your fear of
failure will be reduced. Visit www.free-management-ebooks.com to get free
advice and strategies for dealing with such issues.

Some people find it easy to become fixated on one particular remark or

outcome. Do you find yourself obsessing about something that in reality is
fairly minor? If you think about the same thing over and over again, working
through different responses, you are someone who dwells on isolated
events.

Dwelling on a particular situation, going over it again and again, revisiting

what you said, and thinking what would have been a better way to express
your thoughts and ideas is unhealthy. If you find the simple three-step
process or the reflective cycle aren’t enough to break this emotional cycle
then you may want to seek out a coach or mentor to support you in this
process.

Your ability to deal with criticism and blame can have a substantial impact
on your emotional state. If you feel it is unwarranted, and you’ve been given
no opportunity to explain or defend yourself, you will understandably tend
towards a range of negative emotions.

Self-criticism or blame is a habit some people indulge in even when others

don’t feel the same way. This is quite destructive and creates negative
emotions. You need to recognize this trait of being over-critical and use the
reflective cycle to evaluate your emotions and plan to view external criticism
in a more objective way.

Using or developing your questioning skills to get the person feeding back to
you to be specific about their meaning will help you to put a more correct
perspective on things. You must educate yourself to receive feedback with
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an open mind rather than prejudge what is being said to you.

You should make sure that your own patterns of thinking are not
undermining your self-confidence. When you are doing a stressful job and
you have a lot of responsibility it is quite easy to expose yourself to
emotional triggers such as:

• All-or-nothing thinking

• Perfectionism

• Thinking in terms of ‘always’ and ‘never.’

Be mindful of how you use words such as ‘always’ (‘It's always me that has
to fix things’) and ‘never’ (‘I never get the good projects’). The key to
breaking this type of thinking is to make sure you assess the ‘big picture’
and the effort of everyone involved before you make such statements.

Part of the action plan you create using the reflective cycle would be to think
critically and remind yourself of all of the occasions when this is simply not
true. If these kinds of statements are actually true then your action plan
needs to address why this is occurring.

You may want to conduct a 360 degree feedback session with your team
and superiors to understand how you are perceived. Once you have this
information you can address your behavior, emotions, and competencies to
ensure your true value is recognized.

You should accept the fact that it is impossible to please all of the people all
of the time. Whatever you do in the workplace there will usually be a certain
amount of negative feedback, even if your efforts were 95% successful.
While some of this negative feedback may be valid, it is a fact that critics
tend to be more vocal than supporters.

The behavior you have to watch for is that of focusing only on the negative
feedback you receive. Consequently, you should always solicit a
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representative sample of feedback by talking to a cross-section of

stakeholders, as this can help you to see things in a neutral light.

You must also be mindful that you don’t begin to presuppose that any
feedback you are given will be negative. For example, you have just given
your completed report to your boss and nothing was said about it. Just
because you did not get any feedback about it does not necessarily mean
that you did a bad job. It could be that your boss was busy dashing off to a
meeting that his mind was focused on. Until you know more the only
reasonable interpretation is that your boss was satisfied with what he saw
and if he needs anything else he’ll let you know.

You could also use the reflective cycle to assess the situation and to see
whether or not you missed some nonverbal signal he gave you, such as a
nod or quick raising of the report, both which could infer he was happy to
get your report. It wouldn’t be reasonable to read any more into such signals
because he will have had no opportunity to read what you have reported
and how that might impact on the team’s objectives.

A common habit many managers can fall into is that of taking responsibility
for outcomes that were not within their control. This is a symptom of
negative thinking that masquerades as taking responsibility. It is not healthy
or reasonable to take responsibility for everything that happens even in your
own team because people have motivations that are completely unknown to
you.

It is important that you are able to acknowledge these sorts of situations.

Frequently managers feel that when someone leaves their team to go to
another job it is due to one or more factors within their control. But in many
cases it may simply be that this individual’s new position pays more money,
involves less commuting, or interests or challenges them more than the
roles you can offer them.

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The common theme with all of the above scenarios is that you are choosing
to be negative rather than positive. The first step towards overcoming this is
to recognize that negative thinking is a habit and may be one you have had
your whole life. Once you recognize this, you can then go on to eliminate it
or at least mitigate the worst aspects of it.

You need to focus on behaviors such as adaptability and conscientiousness

that will enable you to alter your behavior and therefore your emotions. Your
attitude switches to one where you meet and prepare for such challenges
head on, rather than resist the inevitable. By becoming conscious of your
own emotions and subsequent behaviors you can use your initiative and
flexibility to develop your EQ.

Key Points

• Self-management builds on the basis of self-awareness and is the

ability to control your emotions so that they don’t control you.

• Self-management is critical for a manager because no one wants to

work for someone who is not in control of themselves.

• Making an honest assessment of your own behavior will enable you

to identify and address problem areas before they become
damaging.

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Social Awareness
The second area of EQ development you need to assess and plan for is
social competency. This consists of two parts: social awareness and
relationship management.

Social Social Relationship

Competence Awareness Management

You cannot avoid developing your ability to understand and control your
own emotions because these are prerequisites for being able to recognize
and understand the emotions of others. It is an expansion of your emotional
awareness. The competencies you need to develop to understand the
emotions of others include:

• Empathy

• Organizational awareness

• Service orientation.

With good social awareness you can accurately read situations and people
because you are able to understand and empathize with their emotions.
Management is about getting work done and achieving objectives through
other people. If you have poor or no understanding of others and you cannot
relate to them you will have difficulty being successful in this role.

One of the most important people skills for any manager is the ability to
empathize with others. This means that you are able to understand and
appreciate why someone feels they way they do.

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The importance of empathy was explained in Stephen Covey’s book The 7

Habits of Highly Effective People. His fifth habit was to seek first to
understand, then to be understood. That phrase reflects the simple wisdom
of considering the needs of the other party in any communication.

By using the simple technique of the reflective cycle you will learn to identify
the feelings of others you interact with and to gain insight into why they feel
that way about an event or situation. A great deal of confusion and conflict
can be reduced or eliminated by simply taking the time to understand
someone else’s point of view before trying to convince them with your own
message.

•  Active listener
The qualities
•  Results & people oriented
you need for •  Not self-centered
empathy •  Recognize emotional boundaries

There are some factors that tend to prevent us from being able to empathize
with others:

• Self-centeredness

• Non-active listening

• Results orientation

• Poor recognition of emotional boundaries.

People are quite naturally self-oriented and anxious to impose their own
worldview on others. Furthermore they expect other people to think and act
like them. But this attitude is not conducive to working well within teams.
You must seek ways to achieve your goals whilst at the same time taking
into account the different capabilities, attitudes, and emotions of others
needed to attain that goal.

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You cannot afford to be self-centered. As a manager you will frequently be

persuading those reporting to you to perform tasks in addition to their
normal workload or to re-work a completed task for a variety of reasons
outside of your control. Your communication needs to show that you
empathize with their feelings about this request, but that you still need the
task completed.

Reflecting on the words and body language you used in these types of
exchanges will enable you to gain an appreciation of how your request was
received and reacted to. From these findings you can adapt your
communications style to more effectively persuade your team members.

As a manager you are incentivized to get results and achieve end goals so
anything you can do to attain this effectively and productively is good. So
whilst some may view spending time empathizing with others as
contradictory to attaining goals, it is central to a manger’s role of creating a
motivated, cohesive, and effective team.

An essential skill successful managers develop is their ability to actively

listen during their communications. By being able to actively listen and to
suspend any prejudgment of the other’s point of view you will be able to
truly empathize with others.

This is something that many managers reserve for occasions when they are
actively coaching rather than something that they do as a matter of course
when listening to others. To develop active listening within this capacity of
EQ you need to incorporate five simple behaviors into your communications
style:

• Display 100% focus

• Show you are listening

• Never interrupt the speaker

• Acknowledge the speaker’s whole message

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• Give an objective, honest response.

Your behavior must show that you are giving all your attention to the
speaker by ignoring all environmental and mental distractions. To be
actively listening you must focus on both the words being said and the
nonverbal signs that the speaker is giving you.

The person speaking to you will gauge how well you are listening from the
gestures, posture, and body language you exhibit during this activity. To be
an effective listener it is essential that you let the speaker say their whole
message without any interruptions.

5 Behaviors of an Active Listener

Display 100% focus

Show you are listening

Never interrupt the speaker

Acknowledge complete message

Give objective and honest response

A good active listener waits for the speaker to indicate they have presented
their complete argument and resists the need to present counter-arguments
or jump to conclusions. They will acknowledge and if necessary reflect back
to the speaker what they have heard. Their response is objective,
respectful, and honest.

These behaviors will ensure that you hear exactly what the other individual
has said, and that they know that you have heard what they said. To learn
about active listening in greater detail you can download our free eBook on
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this topic by visiting www.free-management-ebooks.com.

For your social awareness to be effective you must not only be empathetic
with others, but be aware of the different emotional boundaries you will
encounter in your daily activities at work. This means that you are clear in
your own mind as to where your own emotions end and someone else’s
begin. You are able to recognize and feel the emotions of others without
having to adopt their emotions.

If you find yourself adopting the moods of others at the expense of your own
emotions then you are likely to be someone who needs to improve their
recognition of emotional boundaries. This could be where you have
accepted views of others to avoid rocking the boat.

This type of behavior often causes you to be unhappy because you spend
so much time trying to fit in that you feel uncomfortable with much of what is
being done. At its worst, it can lead to you being afraid to say what you
really think even though you are convinced that the group or individual is
doing something that is ineffective or fundamentally wrong.

The key concept of emotional boundaries is that you are responsible for
your own emotions, not for the emotions of other people. It can be difficult to
empathize with others whilst not necessarily sharing their emotions or even
feeling that they are valid under the circumstances. It can take a lot of self-
control in emotional and stressful situations.

You will need to choose your responses carefully in order to acknowledge

the other person’s feelings without necessarily buying into them yourself. If
you do not respect emotional boundaries you can waste a lot of time trying
to change the feelings of other people when this is beyond your control.

The second part of social awareness is your ability to understand the

structure and workings of your organization.
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‘The ability to read the current of emotions and political realities in

groups.’

This is how Goleman described organizational awareness in his book Primal

Leadership, published in 2002. This was not part of his original model of
emotional intelligence. In practical terms organizational awareness means
your ability to understand your organization’s

• structure and operational processes

• inner workings, including how things are achieved informally.

In addition, it means your ability to

• understand the organizations of your clients and vendors

• understand these organizations’ business objectives and

operations

• act with your client’s best interest in mind.

Organizational Recognizing Understanding

Awareness key power organizational
consist of: relationships values & culture

There are two main aspects of organizational awareness that Goleman

discusses: identifying key power relationships and understanding the values
and culture of the organization. The former involves accurately recognizing
the individuals who have power and political influence in your organization.

This means you knowing ‘who’ the real decision-makers are even if they do
not appear to have any official responsibility. You need to ask yourself the
following questions to identify these personnel:

• Who has influence on the decisions made?

• Who has the power to say ‘yes’?

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• Who has the power to say ‘no’?

• Who takes advice from whom?

• What are the significant personal relationships between

individuals?

By systematically answering these queries you will be able to evaluate the

key power relationships within your organization. This knowledge alone is
not sufficient for a high EQ; you also need to be aware of an organization’s
precise culture and values to gain real insight into its workings.

This knowledge comes from first-hand interaction with and experience of

your own organization and those of your clients or vendors. You can also
gain a significant insight into an organization by reading what it says in its
annual reports and marketing material and on its website.

Sometimes, however, there is discrepancy between what the organization

says about itself and what is actually happening on a day-to-day basis. The
most accurate way to evaluate the culture and values of an organization is
to look at the recognition and reward system. In particular you should ask
yourself:

• Who gets promoted and why?

• What behavior gets rewarded?

• What behavior gets punished?

• How does the organization react to problems or challenges?

• What happens when mistakes are made?

• Are there written or unwritten rules about starting or working late?

• Are there rules about telling the truth?

• What does it take to succeed in the organization?

• Who gets fired and why?

Answering these questions can cut through the organization’s PR and make
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clear its real priorities. Some organizations are notorious for elevating
revenue earning potential above everything else. In some instances this
means laying-off staff who cannot be placed on billable work for any period
of more than a few weeks. Other organizations seem to promote people on
the basis that they have managed to create a problem, which they then
proceed to fix with as much drama as possible.

You need to fully understand an organization in terms of what it states to be

its values and culture and by observing how these translate into operational
actions. Armed with this knowledge you will be able to fit into its culture and
be successful.

The final area of EQ social awareness is that of an individual being service

oriented. It is only by understanding and being empathetic with another’s
circumstances, including the influences of their organization, that you are
able to fully comprehend their ‘true’ needs. This knowledge enables you to
act in a way that suits the other person’s best interests.

Within your own organization this is the level of emotional understanding

you need to have with each of your team to ensure that they are both
satisfied and motivated. This is why the appraisal process is such a key
aspect of your successful management of a team. For example,

You discover a member of your team no longer feels challenged in

their role. By questioning the individual you find out that he feels
overlooked, ignored, and disregarded by the organization.

Using your EQ skills you are able to use your knowledge of the
organization and its culture and empathize with his feelings to create
a workable resolution. This could be:

• Devising a training plan that equips the team member with

new skills

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• Seeking opportunities to delegate additional responsibilities

that utilize these new skills

• Offering support for gaining qualifications or identifying new

development opportunities

• Using the team member’s existing skills to train others on

the team

• Appraising his or her current performance to identify if any

areas could be improved on.

Everyone wants their efforts to be truly valued and appreciated. When

individuals recognize their manager giving them this type of service
orientation they will be satisfied and motivated. Emotions will run high if
people feel they are treated with contempt, or disparaged or ignored, and
reductions in efficiency and performance will occur.

The time you spend using your EQ to ensure that you know and show your
appreciation of your team members’ efforts is minimal when compared to
how hard you will have to work to turn around an underperforming team.
This immediate investment in your team has long-term pay-back when
working to attain goals.

Key Points

• Social competence consists of social awareness and relationship

management.

• Social awareness allows you to accurately read situations and people

because you are able to understand and empathize with their
emotions.

• Confusion and conflict can be reduced or eliminated by simply taking

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the time to understand someone else’s point of view before trying to

persuade them to change it.

• Active listening will ensure that you hear exactly what the other
individual has said, and that they know that you have heard it.

• Organizational awareness is your ability to understand the key power

relationships, values, and culture of the organization.

• You need to fully understand an organization in terms of what it

states to be its values and culture and by observing how these
translate into operational actions.

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Relationship Management
The final area you need to develop as part of your emotional intelligence
and raising your EQ is that of relationship management. This is the ability to
be aware of the emotions of those people your interact with and along with
your own emotions build a strong working relationship.

Relationship Management includes the identification, analysis, and

management of relationships with people inside and outside of your team as
well as their development through feedback and coaching. It also
incorporates your ability to communicate, persuade, and lead others, whilst
being direct and honest without alienating people.

Skills You
Emotional
Your ability to need to
Intelligence
develop
Identify

Analyze
Build
relationships
Manage
- in & outside
your team
Develop / Coach

Relationship
Management
Be Open
Communicate
in all Lead
interactions
Persuade

Inform

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This is the aspect of your EQ that enables you to succeed in inspiring other
people and helping them to reach their full potential. It is also vital in
negotiating successfully, resolving conflicts, and working with others toward
a shared goal. Your success in this final area is directly correlated to your
success in the other three areas because management is all about getting
work done through other people, some of whom you have no direct authority
over.

According to Goleman, the competencies associated with relationship

management are:

• Influence – your ability to build a consensus and win people’s

support by being able to focus on what is important to others.

• Leadership – be the person that others choose to follow.

• Developing Others – by recognizing others’ strengths and

offering challenges to develop them.

• Communication – plan your communications to ensure the right

emotional tone is used.

• Change Catalyst – be willing to question established ideals and

initiate new ideas, recognizing when change is needed.

• Conflict Management – realizing when a situation is heading

towards conflict and taking quick and decisive action to resolve it.

• Building Bonds – by cultivating an extensive network of

colleagues, acquaintances, and friends that has mutual benefit.

• Teamwork and Collaboration – defining your success criteria in

such a way that everyone can make their own unique and valued
contribution.

Combining emotional intelligence with influencing skills like making and

presenting your case means that you will be able to persuade people to
your point of view without manipulating them or simply telling them what to

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do. It also helps others accept a productive, goal-based action approach to

tasks.

Key Points

• Relationship Management includes the identification, analysis, and

management of relationships with people inside and outside of your
team.

• It is the aspect of your EQ that enables you to succeed in inspiring

other people and helping them to reach their full potential.

• The competencies associated with relationship management include:

influence, leadership, communication, conflict management,
teamwork, and collaboration.

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EQ, Communication, and Coaching

The social skill of influence is enhanced when you are seen as being
trustworthy and having positive intentions. People will be much easier to
persuade to adopt your point of view if they believe that you have their
interests at heart, and that you are willing to share opportunities for personal
development as well as credit for successful outcomes.

Related to this influence is your ability to lead because you cannot lead
someone without influencing them. The most important part of becoming a
leader in the modern workplace is to be the person that others choose to
follow. If you want more detail on this broad topic there are other eBooks
available on www.free-management-ebooks.com that will help you to
understand the different leadership styles that exist, as well as how to build
and develop a team.

Even where compulsion is possible, it tends not to work very well because if
people decide that they don’t want to do things your way, then they can find
any number of ingenious ways to avoid doing so. In this instance you will
spend so much of your time micro-managing such underperforming
individuals that you won’t have any time left to do your job properly. To learn
more about why teams underperform and how to identify and fix
performance problems download our eBook on this topic.

One of the key things you can do as a manager is to recognize the

strengths of the people you have working for you. Understanding people’s
strengths and how these can be used to contribute to the team effort is not
always easy because strengths are as much about potential as they are
about what has actually been achieved to date. But through coaching and
constructive feedback you can offer assignments that challenge and foster a
person’s skills and growth.

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Influence

Teamwork
& Collabor- Leadership
ation

Relationship Developing
Building
Bonds
Management Others
Competencies

Conflict
Communi-
Manage-
cation
ment Change
Catalyst

Even if you feel as though you understand your team members fairly well
because you have been working with them for a long time, people may have
hidden talents that you simply don’t know about. It can often be worth
finding out if this is the case by using a psychometric tool designed to
identify people’s strengths so that you can use them most effectively.

Your HR department may already have such tools available or it may have
arrangements with tool providers. Alternatively, you may be able to find this
type of tool online.

For example,
The strengths finder tool at www.strengthsfinder.com can be used to
identify an individual’s top five strengths out of a total of 45. Using
something like this can help you to discover new strengths in your
team members with minimal cost and effort.

Taking the time to develop your own coaching skills can greatly enhance
your EQ in this area of relationship management. To understand the

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principles behind effective coaching and how to implement an effective

coaching program visit www.free-management-ebooks.com.

Communications is a foundation stone in all management and contains

some degree of emotion. How and what your say to others has the potential
to evoke emotions in the recipient. Well-planned communications can help
you to set the appropriate emotional tone, whereas poorly executed
communications can trigger negative emotions, causing you unnecessary
hassle.

There is a straightforward five-step process you can go through whenever

you have a significant communication to make and this will ensure that you
set the appropriate emotional tone:

• Determine your objective

• Understand how you feel about it

• Consider the recipient's point of view

• Choose an appropriate time and place

• Use a suitable method of communication.

By being very clear from the beginning about exactly what you are trying to
achieve your communication will be focused and precise. Without a realistic
objective from the start your communications will be vague and ambiguous.

Having set your objective you need to understand your own emotions before
you begin. This is key to your success because you may need to reframe
your message in neutral terms for your audience to accept, or at least
acknowledge it as a valid point of view. This ensures that you do not project
your own emotions onto the recipient and that you have taken account of
their emotions in the communication – for example by using leading
questions that they might simply disagree with.

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Now your message must be communicated in a way, and at a time and

place, that matches its essence. If the conversation is of a sensitive or
potentially volatile nature you need to make sure that it takes place
somewhere private. This type of message is likely best delivered personally
rather than via email; appreciating the recipient’s emotional reaction is key.

The timing of the communication can have a significant impact on how it is

received. For instance, delivering bad news at the end of the day may not
allow sufficient time for a response and it allows a whole evening for the
recipient to seethe or worry. Having the same conversation first thing the
next day enables you to discuss it properly or find a remedy for the situation.
It also enables you to observe their nonverbal signals as well as hear their
verbal response.

Communicating with emotional intelligence involves applying the domains of

self-awareness, self-management, and social awareness. To learn more
about the principles of communication visit www.free-management-
ebooks.com and download our free eBooks on this topic.

Key Points

• People will be much easier to persuade to adopt your point of view if

they believe that you have their interests at heart.

• Well-planned communications can help you to set the appropriate

emotional tone.

• Poorly executed communications can trigger negative emotions,

causing you unnecessary hassle.

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Change, Conflict, and Leadership

Successful managers are often individuals who are open to or seeking new
ways to do things and are forward-thinking and open to change as a way of
improving themselves and helping others to do the same. Goleman
describes this sort of person as a ‘change catalyst.’

A change catalyst is someone who recognizes when change is needed and

removes any barriers to such change. Such individuals are happy to
champion the required change and use their skills to persuade and direct
others to ensure its success.

Being willing to challenge the status quo also requires that you are able to
recognize conflict and to take action to resolve it as soon as possible. Any
conflict can prevent effective communication between team members. It can
also kill creativity and productivity by creating unnecessary distractions and
encouraging people to behave defensively.

The nature of the modern workplace means that people will generally try to
maintain an appearance of harmony, and you need to be attuned to your
environment in order to pick up on subtle signs that something is wrong. If
conflict is not properly managed it can even cause people to leave the team
because very few people enjoy working in a stressful environment.

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INTEGRATING DOMINATING
(high Assertion & high
(high Assertion & low Cooperation)
Cooperation)

COMPROMISING
(intermediate Assertion &
Cooperation)

OBLIGATING AVOIDING
(low Assertion & high Cooperation) (low Assertion & low Cooperation)

The first step in dealing with conflict is to realize that it is happening.

According to Blake and Mouton’s management network, there are two
conflict behaviors; cooperation (concerned for others) and assertion
(concerned for self). Combining these two types of behavior results in five
styles of conflict management:

• Avoiding (low cooperation and low assertion) – is actually the

opposite of conflict management and involves simply ignoring the
problem. It can be a successful short-term strategy as it gives
both sides in the dispute time to examine their own case and to
consider carefully what is at stake.

• Compromising (intermediate in cooperation and assertion) –

involves searching for a solution that brings some degree of
satisfaction to each party in the dispute. The problem with a
compromise is that it may not necessarily be the best solution –
only one that is acceptable to both parties.

A compromise will only work provided both parties are prepared

to discuss their own preferred solution. It is also only effective
where there is no strong personal animosity between the parties

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and that both of them feel that giving something up is worthwhile

in order to maintain a working relationship.

• Integrating (high cooperation and assertion) – concentrates on

problem solving in a collaborative way. It involves facing conflict
directly and trying to find new and creative solutions to problems
by focusing on the needs of both parties. This style is perceived
as highly effective because it provides each party with access to
the other’s perceptions and beliefs, which enables them to find a
solution that integrates the goals and needs of both.

• Obligating (high cooperation and low assertion) – is

associated with attempting to play down the differences and
emphasize common ground in order to satisfy the concern of the
other party. It can be used as a strategy when a party is willing to
give up something with the hope of getting something in
exchange from the other party when needed.

• Dominating (low cooperation and high assertion) – involves

suppressing the conflict by making it clear that disagreement is
not tolerated. It does not examine or address the underlying
cause of the conflict and is likely to drive it underground. It can be
used when time is limited and when a long-term solution is not
that important, either because the team is not going to be together
for very much longer or because the source of the conflict is of a
transitory nature.

Conflicts involve both facts and feelings and the facts are only part of the
story. The real skill in conflict management is to understand why those facts
matter so much to the parties involved. This requires an understanding of
the underlying emotions as well as the needs of each of the parties.
Understanding these gives you a window on their motivation, which enables
you to work together to address the conflict in the light of what it is that each
party really wants.

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Always remember that the issue on the table may actually be a proxy for
deeper-seated personal issues. This is why it is so important to build bonds
within your team and with other colleagues and associates outside this
group.

Define success criteria

Value all contributions

Lead by example

Reward success

Principles of
Team Building

Those who exhibit a high level of EQ in this area easily make friends and
take the time to develop mutually beneficial relationships with an extensive
network of acquaintances, both professional and friends. They easily create
rapport and have a talent for keeping others appropriately informed to
ensure this bond is strong.

There are four key principles in being able to build successful and
collaborative teams because you rarely have the opportunity to select your
‘perfect’ team members. These principles are:

• Define success criteria – defining and communicating the team

objective so that it is easily understood by everyone and allows all
team members to contribute, regardless of their skills and
experience.

• Lead by example – means exhibiting the same professional

behaviors to everyone you interact with, whether they are inside
or outside your team. This includes customers and suppliers as
well as other people within your organization.
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• Value all contributions – means that you will need to show that
you value each member of the team and that their views matter to
you regardless of the role they play. One simple way to exhibit
this is by ensuring all views are heard when talking about issues
at a team meeting or discussion.

• Reward success – you will usually have the ability to reward

those team members you are directly responsible for. However,
the extent to which you are able to offer truly motivating rewards,
especially monetary, will be influenced by your organization’s
culture and the amount of decision-making power you have.

There is a set of team leadership skills eBook available on www.free-

management-ebooks.com and if you combine the skills detailed in these
with what you have learned about emotional intelligence from this eBook,
then you should be able to build and manage an effective team.

Key Points

• Successful managers are forward-thinking and open to change.

• The ability to recognize conflict and to take action to resolve it as

soon as possible is an essential skill.

• The Blake and Mouton model can help you to understand conflict.

• Conflicts involve feelings and these need to be understood and

managed.

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Summary
You must be willing to examine your own behavior honestly and objectively
if you want to increase your own EQ. The reflective cycle technique is a six-
stage process that can help you to do so.

The four competencies that make up EQ are: Self-awareness, Self-

management, Social Awareness, and Relationship Management. Self-
awareness is all about recognizing and understanding how your own
emotions affect your interactions with others. Self-management builds on
the basis of self-awareness and is the ability to control your emotions so
that they don’t control you. Social awareness allows you to accurately read
situations and people because you are able to understand and empathize
with their emotions. Relationship Management includes the identification,
analysis, and management of relationships with people inside and outside of
your team.

The most important part of becoming a leader in the modern workplace is to

be the person that others choose to follow. By taking the time to develop
your own EQ you can implement changes and manage conflict far more
effectively than by simply compelling people to follow your instructions.

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Other Free Resources

The Free Management eBooks website offers you over 100 free resources
for your own professional development. Our eBooks, Checklists, and
Templates are designed to help you with the management issues you face
every day. They can be downloaded in PDF, Kindle, ePub, or Doc formats
for use on your iPhone, iPad, laptop, or desktop.

eBooks – Our free management eBooks cover everything from accounting

principles to business strategy. Each one has been written to provide you
with the practical skills you need to succeed as a management professional.

Templates – Most of the day-to-day management tasks you need to do

have already been done by others many times in the past. Our management
templates will save you from wasting your valuable time re-inventing the
wheel.

Checklists – When you are working under pressure or doing a task for the
first time, it is easy to overlook something or forget to ask a key question.
These management checklists will help you to break down complex
management tasks into small controllable steps.

FME Newsletter – Subscribe to our free monthly newsletter and stay up to

date with the latest professional development resources we add every
month.

Social Media – Share our free management resources with your friends
and colleagues by following us on LinkedIn, Facebook, Twitter, Google+,
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Visit www.free-management-ebooks.com

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References
Alder, H. and Heather, B. (2006), NLP in 21 Days. Piatkus Books Ltd.

Bar-On, R. (2006), ‘The Bar-On Model of Emotional-Social Intelligence

(ESI),’ Psicothema 18 , suppl., pp. 13–25.

Blake, R. and Mouton, J. (1985), The Managerial Grid III: The Key to
Leadership Excellence. Houston: Gulf Publishing Co.

Goleman, D. (1999), Working with Emotional Intelligence, Bloomsbury

Publishing Ltd.

Goleman, D. (2011), The Brain and Emotional Intelligence: New Insights,

More than Sound LLC.

Goleman, D. (2011), Leadership: The Power of Emotional Intelligence, More

than Sound.

Hasson, G. (2012), Brilliant Communication Skills, Pearson.

Mayer, J.D., Salovey, P., Caruso, D.L. and Sitarenios, G. (2001), ‘Emotional
Intelligence as a Standard Intelligence,’ Emotion 1, pp. 232–242.

Mayer, J.D., Salovey, P., Caruso, D.R. and Sitarenios, G. (2003),

‘Measuring Emotional Intelligence with the MSCEIT V2.0,’ Emotion 3, 97–
105.

Patterson, K., Grenny, J., McMillan, R. and Switzler, A. (2002), Crucial

Conversations, McGraw Hill.

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Patterson, K., Grenny, J., McMillan, R. and Switzler, A (2005), Crucial

Confrontations. McGraw Hill.

Pérez, J.C., Petrides, K.V. and Furnham, A. (2005), ‘Measuring Trait

Emotional Intelligence,’ in Schulze, R. and Roberts, R.D. (eds.),
International Handbook of Emotional Intelligence, Cambridge, MA: Hogrefe
& Huber, pp. 181–201.

Pickford, J. (ed.) (2003), Master People Management, Financial Times,

Prentice Hill.

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Appendix A – EQ Timeline
To develop your own EQ it is important to understand the evolution of the
concept of social or emotional intelligence as shown in the table below. This
knowledge must then be applied to suit the environment in which you work.

Emotional Quotient Timeline

Date Author Description

Social intelligence – the ability to get along with
1930s Edward Thorndike
other people.
Suggests that affective components of
1940s David Wechsler
intelligence may be essential to success in life.
Humanistic
Describe how people can build emotional
1950s psychologists (e.g.
strength.
Abraham Maslow)
Introduces the concept of multiple intelligences in
1975 Howard Gardner
his book The Shattered Mind.
Introduces the term ‘emotional intelligence’ in his
doctoral dissertation entitled ‘A Study of Emotion:
1985 Wayne Payne
Developing Emotional Intelligence; Self-
integration; Relating to Fear, Pain and Desire.’
Use the term ‘emotional quotient (EQ)’ – Beasley
Keith Beasley &
1987 in a Mensa Magazine article and Bar-On in the
Reuven Bar-On
unpublished version of his graduate thesis.
Publish their landmark article, ‘Emotional
Peter Salovey &
1990 Intelligence’, in the journal Imagination, Cognition
John Mayer
and Personality.
Popularizes the concept of emotional intelligence
1995 Daniel Goleman in his book Emotional Intelligence: Why It Can
Matter More Than IQ.
Consortium for Research Conduct research to identify emotional and
1996 on Emotional Intelligence social factors that are important in job
in Organizations success.

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Appendix B – Emotional Intelligence

Framework
The following has been compiled from a variety of sources by Consortium
for Research on Emotional Intelligence in Organizations ‘EI Framework’
(www.eiconsortium.org).
This EI framework details the personal and social competencies.

SELF-AWARENESS
Emotional awareness: Recognizing one’s emotions and their effects.
People with this competence:
1. Know which emotions they are feeling and why
2. Realize the links between their feelings and what they think,
do, and say
3. Recognize how their feelings affect their performance
4. Have a guiding awareness of their values and goals

Accurate self-assessment: Knowing one’s strengths and limits. People

with this competence are:
5. Aware of their strengths and weaknesses
6. Reflective, learning from experience
7. Open to candid feedback, new perspectives, continuous
learning, and self-development
8. Able to show a sense of humor and perspective about
themselves

Self-confidence: Sureness about one’s self-worth and capabilities.

People with this competence:
9. Present themselves with self-assurance; have ‘presence’
10. Can voice views that are unpopular and go out on a limb for
what is right
11. Are decisive, able to make sound decisions despite
uncertainties and pressures
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SELF-REGULATION
Self-control: Managing disruptive emotions and impulses. People with
this competence:
12. Manage their impulsive feelings and distressing emotions well
13. Stay composed, positive, and unflappable even in trying
moments
14. Think clearly and stay focused under pressure

Trustworthiness: Maintaining standards of honesty and integrity. People

with this competence:
15. Act ethically and are above reproach
16. Build trust through their reliability and authenticity
17. Admit their own mistakes and confront unethical actions in
others
18. Take tough, principled stands even if they are unpopular

Conscientiousness: Taking responsibility for personal performance.

People with this competence:
19. Meet commitments and keep promises
20. Hold themselves accountable for meeting their objectives
21. Are organized and careful in their work

Adaptability: Flexibility in handling change. People with this competence:

22. Smoothly handle multiple demands, shifting priorities, and
rapid change
23. Adapt their responses and tactics to fit fluid circumstances
24. Are flexible in how they see events

Innovativeness: Being comfortable with and open to novel ideas and

new information. People with this competence:
25. Seek out fresh ideas from a wide variety of sources
26. Entertain original solutions to problems
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27. Generate new ideas

28. Take fresh perspectives and risks in their thinking

SELF-MOTIVATION
Achievement drive: Striving to improve or meet a standard of excellence.
People with this competence:
29. Are results-oriented, with a high drive to meet their objectives
and standards
30. Set challenging goals and take calculated risks
31. Pursue information to reduce uncertainty and find ways to do
better
32. Learn how to improve their performance

Commitment: Aligning with the goals of the group or organization.

People with this competence:
33. Readily make personal or group sacrifices to meet a larger
organizational goal
34. Find a sense of purpose in the larger mission
35. Use the group’s core values in making decisions and
clarifying choices
36. Actively seek out opportunities to fulfill the group’s mission

Initiative: Readiness to act on opportunities. People with this

competence:
37. Are ready to seize opportunities
38. Pursue goals beyond what’s required or expected of them
39. Cut through red tape and bend the rules when necessary to
get the job done
40. Mobilize others through unusual, enterprising efforts

Optimism: Persistence in pursuing goals despite obstacles and

setbacks. People with this competence:
41. Persist in seeking goals despite obstacles and setbacks
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42. Operate from hope of success rather than fear of failure

43. See setbacks as due to manageable circumstance rather than
a personal flaw

SOCIAL AWARENESS
Empathy: Sensing others’ feelings and perspective, and taking an active
interest in their concerns. People with this competence:
44. Are attentive to emotional cues and listen well
45. Show sensitivity and understand others’ perspectives
46. Help out based on understanding other people’s needs and
feelings

Service orientation: Anticipating, recognizing, and meeting customers’

needs. People with this competence:
47. Understand customers’ needs and match them to services or
products
48. Seek ways to increase customers’ satisfaction and loyalty
49. Gladly offer appropriate assistance
50. Grasp a customer’s perspective, acting as a trusted advisor

Developing others: Sensing what others need in order to develop and

bolstering their abilities. People with this competence:
51. Acknowledge and reward people’s strengths,
accomplishments, and development
52. Offer useful feedback and identify people’s needs for
development
53. Mentor, give timely coaching, and offer assignments that
challenge and grow a person’s skills.

Leveraging diversity: Cultivating opportunities through diverse people.

People with this competence:
54. Respect and relate well to people from varied backgrounds

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55. Understand diverse worldviews and are sensitive to group

differences
56. See diversity as opportunity, creating an environment where
diverse people can thrive
57. Challenge bias and intolerance

Political awareness: Reading a group’s emotional currents and power

relationships. People with this competence:
58. Accurately read key power relationships
59. Detect crucial social networks
60. Understand the forces that shape views and actions of clients,
customers, or competitors
61. Accurately read situations and organizational and external
realities

SOCIAL SKILLS
Influence: Wielding effective tactics for persuasion. People with this
competence:
62. Are skilled at persuasion
63. Fine-tune presentations to appeal to the listener
64. Use complex strategies like indirect influence to build
consensus and support
65. Orchestrate dramatic events to effectively make a point
Communication: Sending clear and convincing messages. People with
this competence:
66. Are effective in give-and-take, registering emotional cues in
attuning their message
67. Deal with difficult issues straightforwardly
68. Listen well, seek mutual understanding, and welcome sharing
of information fully
69. Foster open communication and stay receptive to bad news as
well as good

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Leadership: Inspiring and guiding groups and people. People with this
competence:
70. Articulate and arouse enthusiasm for a shared vision and
mission
71. Step forward to lead as needed, regardless of position
72. Guide the performance of others while holding them
accountable
73. Lead by example

Change catalyst: Initiating or managing change. People with this

competence:
74. Recognize the need for change and remove barriers
75. Challenge the status quo to acknowledge the need for change
76. Champion the change and enlist others in its pursuit
77. Model the change expected of others

Conflict management: Negotiating and resolving disagreements. People

with this competence:
78. Handle difficult people and tense situations with diplomacy
and tact
79. Spot potential conflict, bring disagreements into the open and
help deescalate
80. Encourage debate and open discussion
81. Orchestrate win-win solutions

Building bonds: Nurturing instrumental relationships. People with this

competence:
82. Cultivate and maintain extensive informal networks
83. Seek out relationships that are mutually beneficial
84. Build rapport and keep others in the loop
85. Make and maintain personal friendships among work
associates

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Collaboration and cooperation: Working with others toward shared goals.

People with this competence:
86. Balance a focus on task with attention to relationships
87. Collaborate, sharing plans, information, and resources
88. Promote a friendly, cooperative climate
89. Spot and nurture opportunities for collaboration

Team capabilities: Creating group synergy in pursuing collective goals.

People with this competence:
90. Model team qualities like respect, helpfulness, and
cooperation
91. Draw all members into active and enthusiastic participation
92. Build team identity, esprit de corps, and commitment
93. Protect the group and its reputation; share credit

Sources:
U.S. Office of Personnel Management, MOSAIC Competencies for
Professional and Administrative Occupations.
Spencer, L. M. and Spencer, S. M. (1993), Competence at Work, Wiley;
and top performance and leadership competence studies published
in Richard H. Rosier (ed.) (1994 and 1995), The Competency Model
Handbook, Volumes One and Two, Boston: Linkage,
Goleman, D. (1998), Working with Emotional Intelligence, Bantam.

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