Unit 5 - Emotional Intelligence - (20%)

4 Major Building Blocks of EI

1. Self-awareness is the ability to accurately perceive, assess, and exhibit appropriate emotions. 2. Self-management enables you to channel your emotions in a positive way when needed. 3. Social awareness refers to the ability to empathize and understand how others feel. 4. Relationship management is the ability to assist others in managing their own emotions and establish supportive relationships with others.

Social Skills

A broad range of behaviors related to managing relationships with others. Qualities of those with a high level of social skills include collaboration, conflict management, persuasion, and cooperation.

Intelligence Quotient (IQ)

A number representing a person's reasoning ability as compared to the statistical norm or average for their age

Supportive communication

A strategy used to preserve a positive relationship between communicators while still addressing the problem at hand

Which term describes one's wellbeing and ability to build a balanced life as well as a person's ability to lead, negotiate conflict, build relationships, and relate to others in social situations? A. Emotional intelligence B. Emotional quotient C. Emotional aptitude D. Emotional connection

A. Emotional intelligence

What is a benefit of assessing the emotional intelligence of an individual? A. Enhanced judgment B. Increased productivity C. Subjective feedback D. Improved profitability

A. Enhanced judgment

Why should managers work to improve the emotional intelligence of their employees? A. It will help ensure the future success of the employees. B. It is a key component of business succession planning. C. It is a federal legal requirement in the workplace. D. It aids the employees in taking on new technical responsibilities.

A. It will help ensure the future success of the employees.

Which force is defined as the level of understanding of a subject and complements emotional intelligence to help an individual collaborate effectively in the workplace? A. Knowledge B. Seniority C. Skill D. Ability

A. Knowledge

With the recent expansion into the global market, Charlie would like to improve the emotional intelligence of his senior leaders, in all locations both domestic and international, by teaching the techniques in the most effective way possible. Which method should Charlie choose for this purpose? A. Role model B. Conflict avoidance C. Formal examinations D. Corporate policies

A. Role model

Charlie wants to help his senior leaders in all four corporate offices worldwide understand their personal habits and the ways those habits influence their personal behaviors and actions. Which technique is Charlie asking the senior leaders to practice? A. Self-awareness B. Self-regulation C. Motivation D. Empathy

A. Self-awareness

In an effort to develop the emotional intelligence of senior managers within their company, human resources is providing training to help the managers correctly understand a situation and respond with the appropriate emotions. Which element of emotional intelligence is the focus of this training? A. Self-awareness B. Relationship management C. Self-management D. Social awareness

A. Self-awareness

A salesperson presents a proposal to a prospective client. At the meeting, the client listens to the salesperson's ideas and then states that the organization will be using a different vendor. The salesperson is very upset but maintains a professional demeanor. Which principle is the salesperson using? A. Self-regulation B. Social skills C. Self-awareness D. Empathy

A. Self-regulation

A business owner meets with two managers who disagree about how to implement cost-saving measures. The owner asks both managers to explain their ideas, listens to each manager, points out how each manager's ideas have merit, and then asks the managers how they could collaborate to achieve better outcomes than they could individually. Which technique is the business owner using? A. Social skills B. Empathy C. Self-regulation D. Self-awareness

A. Social skills

A manager is meeting with two employees to resolve a dispute about work responsibilities. The manager begins the meeting by explaining how valuable each employee is to the company and to each other, and the employees relax and work to resolve their dispute. Which technique did the manager use in the meeting? A. Supportive communication B. The 80/20 rule C. Clarifying questions D. Active listening

A. Supportive communication

An incident debrief is being used as a mechanism to help improve an employee's emotional intelligence. How is this strategy implemented? A. The manager observes an employee's emotional intelligence behavior and provides feedback about it to the employee at a later time. B. An employee who displays low emotional intelligence behavior asks a coworker for constructive feedback on the issue. C. The manager makes a formal complaint to human resources about an employee's low emotional intelligence behavior. D. An employee makes a formal complaint to human resources about a coworker's low emotional intelligence behavior.

A. The manager observes an employee's emotional intelligence behavior and provides feedback about it to the employee at a later time.

The 80/20 rule

Active listening should be outwardly focused with an 80/20 listening to speaking ratio.

Emotions (in relation to regulation)

Active mental processes that can be managed, so long as individuals develop the knowledge and skills to do so.

Wechsler Adult Intelligence Scale (WAIS)

An IQ test designed to measure intelligence and cognitive ability in adults and older adolescents

Signs of low EI

Arguing without considering how others are feeling, refusing to listen to other points of view, blaming others for mistakes, having the inability to cope with emotional situations and control their emotions, having difficulty maintaining friendships, and lacking empathy.

A manager is meeting with an employee to discuss a recent disagreement that occurred at work. The manager reflects on the situation and is able to share personal values, beliefs, and preferences for working through conflicts and identifying personal challenges for development. Which method is the manager using to share emotional intelligence? A. Scheduling team meetings to share perspectives B. Being transparent about areas for improvement C. Responding in culturally appropriate ways D. Introducing coaching programs for employees

B. Being transparent about areas for improvement

A company wants to ensure they have ethical leaders who are willing to take risks to do the right thing, even when it is not convenient. They are hoping these leaders will be able to face challenges in the firm and in the marketplace, even if there is reason to be reluctant to face them. Which leadership quality is the company seeking? A. Loyal B. Courage C. Relationship management D. Social awareness

B. Courage

Which characteristic is present in someone with high emotional intelligence? A. Oversteps boundaries B. Keeps promises C. Gives attention to detail D. Has emotional outbursts

B. Keeps promises

As part of a company's corporate goals to improve the communities in which they work, the company hopes to connect to its employees' desire to see themselves as ethical, caring people. Which aspect of emotional intelligence does this highlight? A. Self-awareness B. Moral identity C. Relationship management D. Social awareness

B. Moral identity

What is the impact of a Machiavellian individual on a team's ability to function in an ethical manner? A. Positively impacts the group due to the motivating force B. Negatively impacts the group due to the manipulative tendencies C. Negatively impacts the group due to the detachment behaviors D. Positively impacts the group due to the additional work performed

B. Negatively impacts the group due to the manipulative tendencies

A manager is meeting with an employee to provide coworkers' feedback on the employee's interpersonal skills. During the meeting, the manager and employee discuss methods for developing a plan to improve the employee's emotional intelligence in the workplace. Which method is the manager using to share emotional intelligence? A. Scheduling team meetings to share perspectives B. Providing coaching programs for employees C. Modeling emotionally intelligent behavior D. Scheduling incident debriefs for employees

B. Providing coaching programs for employees

Which tool is used when a manager observes high emotional intelligence behavior in an employee and then later discusses it with the employee in order to reinforce that behavior? A. Performance review B. Recognition acknowledgement C. Team brainstorming D. Employee intervention

B. Recognition acknowledgement

Which term describes a person's ability to accurately perceive, assess, and exhibit appropriate emotions? A. Social awareness B. Self-awareness C. Self-management D. Relationship management

B. Self-awareness

An employee has been appointed team leader for a new healthcare initiative. The leader is currently undergoing a personal conflict at home which is challenging her ability to be objective in team interactions. The leader is conscious of this and does her best to manage her internal emotions. Which term reflects this behavior? A. Self-motivation B. Self-regulation C. Self-empathy D. Self-awareness

B. Self-regulation

A manager would like to improve the ability of employees to recognize and deal with challenging emotional situations. The manager decides to use a series of role-playing activities and provides observations on the employees' choices. Which assessment tool is the manager using to help these employees? A. Surveys B. Simulation feedback C. Self-reflection D. Behavioral event interviews

B. Simulation feedback

Empathy

Being attuned and sensitive to the emotional states of others. Individuals who are empathetic demonstrate a high degree of social awareness and open-mindedness, a desire for deeper understanding, and personal sensitivity.

Which benefit is enjoyed by managers who are strong in the self-regulation component of emotional intelligence? A. Fewer employee errors B. Lower transparency C. Better adaptability D. Faster deliverable times

C. Better adaptability

A new technology company wants to identify a factor that will enhance the ability of their employees to be happier and more productive. Specifically, they want their employees to build relationships and relate well to other people in a way that will help lead to greater overall well-being and a more balanced life. Which factor is being identified? A. Organizational ethics B. Expert power C. Emotional intelligence D. Autocratic leadership

C. Emotional intelligence

A prospective candidate states in an interview, "I am an ethical and caring person. I put the needs of others before mine and seek the best outcomes for the groups I work in." Which aspect of emotional intelligence is this candidate describing? A. Sympathy B. Technical skill C. Moral identity D. Work ethic

C. Moral identity

A manager witnesses an employee disrespect a coworker during a department meeting. The manager speaks with the employee after the meeting to review the context of the disrespect and the resulting impact it had on the coworker. The manager attempts to initiate a conversation with the employee about how the behavior can be improved. Which method is the manager using to share emotional intelligence? A. Introducing coaching programs for employees B. Modeling emotionally intelligent behavior C. Performing incident debriefs for employees D. Scheduling team meetings to share perspectives

C. Performing incident debriefs for employees

Which practice should be used to improve emotional intelligence and increase effectiveness in the workplace? A. Promoting one's preferred communication medium B. Hiring others similar to oneself C. Respecting others' boundaries D. Seeking to work individually as often as possible

C. Respecting others' boundaries

In an effort to develop the emotional intelligence of sales staff in a company, human resources is providing training to help the sales staff better understand and focus on the needs and feelings of others. Which element of emotional intelligence is the focus of this training? A. Self-awareness B. Self-management C. Social awareness D. Relationship management

C. Social awareness

Which term describes a person's ability to empathize and understand how others feel? A. Self-awareness B. Relationship management C. Social awareness D. Self-management

C. Social awareness

Mindfulness

Consciousness of the present moment

Self-regulation

Controlling your thoughts and impulses in order to manage your internal state. Qualities of someone with high self-regulation include self-control, trustworthiness, assertiveness, and transparency.

A new employee is attending training on customer service. During the training session, the employee takes notes, makes eye contact with the trainer, and concentrates on gaining insights and understanding about customer service policies and approaches. Which technique is the employee using? A. Clarifying questions B. Supportive communication C. Using the 80/20 rule D. Active listening

D. Active listening

An employee learns that part of the annual performance evaluation involves surveying peers about their behavior and how it impacts others in the organization. Which technique is being used in the evaluation process? A. Mindfulness B. Meditation C. Self-reflection D. Feedback

D. Feedback

A manager has been in a meeting all day and is distracted by thoughts about work responsibilities. The manager decides to refocus attention by writing down important points being discussed in the meeting in order to redirect their thoughts and reconnect to the present moment. Which technique is the manager using? A. Meditation B. Self-reflection C. Feedback D. Mindfulness

D. Mindfulness

Which technique is an employee who participates in professional development to earn a promotion using? A. Empathy B. Self-awareness C. Self-regulation D. Motivation

D. Motivation

A manager is hosting a scenario-based workshop to demonstrate how empathy and social skills should be used in the workplace. Which method is the manager using to share emotional intelligence? A. Scheduling incident debriefs with employees B. Scheduling team meetings to share perspectives C. Introducing coaching programs for employees D. Providing training and education programs

D. Providing training and education programs

A manager realizes that she has more focus in the afternoon. Which element of emotional intelligence does this describe? A. Social awareness B. Self-management C. Relationship management D. Self-awareness

D. Self-awareness

Sure Start wants their new international managers to develop greater emotional intelligence by identifying their strengths and weaknesses. Charlie would like the managers to focus on their own internal conditions, such as how they manage and control their own impulses. Which principle is Charlie asking the managers to examine? A. Motivation B. Empathy C. Self-awareness D. Self-regulation

D. Self-regulation

Social competencies

Emotional intelligence competencies related to empathy and social skills

Personal competencies

Emotional intelligence competencies related to self-awareness, self-regulation, and motivation

Motivation

Emotional tendencies that impact your ability to reach personal goals. Qualities of someone with high motivation include initiative, persistence, and an internal drive toward achievement.

Meditation

Focusing all of your energy and attention on one specific area of the present moment

Behavioral event interviews

Guided interview questions where individuals describe their thoughts and feelings during specific situations and a coach helps establish a development plan

Self-awareness

Knowing your inner preferences, beliefs, and resources in order to recognize patterns in your behavior and thoughts. Qualities of someone with high self-awareness include self-confidence, self-assessment, emotional awareness, and the ability to recognize patterns. Self-awareness also means knowing how to use your strengths.

Techniques for Improving EI

Meditation, mindfulness, self-reflection (journaling), feedback (behavioral event interviews, simulation feedback, and surveys).

Machiavellian

People who are cunning, scheming, and unscrupulous. Includes utilizing emotional detachment to control their impulses; exhibiting careful, patient opportunist behaviors; and using subtle tactics such as charm, friendliness, and guilt to hide their true intentions.

Moral Identity

One aspect of EI; the extent to which people want to see themselves as ethical, caring people. People with a strong moral identity are more considerate of others

Simulation feedback

Participation in challenging emotional intelligence simulations in order to receive feedback on EQ competencies

Surveys

Questionnaires that track preferred actions in specific emotional intelligence situations

Journaling

Self-reflective process of recording thoughts and emotions from day to day in order to identify patterns

Intelligence

The ability to acquire and apply knowledge and skills (to think, learn, and adapt).

Emotional Intelligence (EI)

The capacity to be aware of, control, and express one's emotions and handle interpersonal relationships judiciously and empathetically. Also includes how people understand each other by becoming aware of their own and others' emotions.

Emotional quotient

The level of a person's emotional intelligence, often as represented by a score in a standardized test

Relationship management

the ability to assist others in managing their own emotions and establish supportive relationships with others.

Social awareness

the ability to empathize and understand how others feel.