Emotional Intelligence

WRITTEN May 11, 2017 Author: Rich Atkins
What do
  • selling superstars
  • excellent customer service agents
  • brilliant leaders
have in common?


Emotional Intelligence is the ability to perceive, assess and positively influence one’s own and other people’s emotions.  Emotions are habits, as old as the user. Emotional Intelligence Includes:

  • Self-awareness – knowing your own feelings.
  • Managing emotions – despite fear or anger.
  • Self-starting – getting things done.
  • Empathy – knowing others’ feelings without them telling you.
  • Social Skills — handling your emotions in relationships with others.


Controlling Your Emotions

How to control your own emotions:
  1. Breathe.
  2. Name the emotion.
  3. Think – solve – ask yourself for a solution.


Understanding Others Emotions

How to control others’ emotions:

  1. Breathe.
  2. Name the emotion (out loud, if appropriate – shows empathy).
  3. Ask for a solution (to start the other person thinking).


Six Emotions

  • Happiness
  • Sadness
  • Anger
  • Fear
  • Disgust
  • Surprise

What causes anger?
A lack of respect and control.

What causes aggression?
Real or fancied fear, coupled with
associated demands.


Emotionally Speaking



First Person

Second Person

“I feel hurt.”

“You are an idiot.”

Responsible for feelings

Not responsible for feelings



Understands others




Increasing Emotional Intelligence

By becoming more emotionally literate, people can better manage their own emotions, as well as others’. In the workplace, there will always be conflict that will interrupt work and productivity. By developing the emotional intelligence of your business managers and workers can develop better skills for working through these difficulties and find a balance.


This information is from the Leadership curriculum. If you’re looking for ways to improve your communication skills, register for one of our public classes.


Photo courtesy of Jon Nicholls


Other references:

Why Emotional Intelligence is Critical for Leaders
Emotional Intelligence in Leadership
How to Increase Your Emotional Intelligence
Boost Emotional Intelligence in the Workplace

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