1Introduction1

2The Five Areas of Emotional Intelligence and the EQ Job Competencies7

3Self-Awareness15

Competency 1: Impact on Others16

Competency 2: Emotional and Inner Awareness20

Competency 3: Accurate Assessment of Skills and Abilities26

4Self-Control or Self-Management33

Competency 1: Emotional Expression35

Competency 2: Courage or Assertiveness39

Competency 3: Resilience42

Competency 4: Planning the Tone of Conversations47

5Empathy53

Competency 1: Respectful Listening54

Competency 2: Feeling the Impact on Others56

Competency 3: Service Orientation58

6Social Expertness65

Competency 1: Building Relationships68

Competency 2: Collaboration71

Competency 3: Conflict Resolution74

Competency 4: Organizational Savvy78

7Personal Influence: Influencing Self85

Competency 1: Self-Confidence86

Competency 2: Initiative and Accountability91

Competency 3: Goal Orientation94

Competency 4: Optimism98

Competency 5: Flexibility and Adaptability101

8Personal Influence: Influencing Others111

Competency 1: Leading Others112

Competency 2: Creating a Positive Work Climate116

Competency 3: Getting Results Through Others121

9Mastery of Purpose and Vision129

Competency 1: Understanding One's Purpose and Values130

Competency 2: Taking Actions Toward One's Purpose133

Competency 3: Authenticity135

10 The EQ Fraud and Other Warning Signs141

All One-Sided: Too Good to Be True142

Other Behavior Trends146

A Word About Instinct151

11A Final Word153

Appendix 1. Emotional Intelligence Table of Competencies157

Appendix 2. Questions by Area and Competencies161

Index181

About the Author185