Working With Emotional Intelligence - Daniel Goleman

Question 1

An emotional ___________ is a learned capability based on emotional intelligence that results in outstanding performance at work. (pg.24)

Answer 1

An emotional COMPETENCE is a learned capability based on emotional intelligence that results in outstanding performance at work.

Question 2

Emotional competencies cluster into groups, each based on a common underlying emotional intelligence __________.

Answer 2

Emotional competencies cluster into groups, each based on a common underlying emotional intelligence CAPACITY.

Question 3

Emotional intelligence capacities are:
- Independent: each makes unique contribution
- Interdependent; draws to some degree on others with ________ interactions
- Hierarchical; emotional intelligence capacities ______ upon each other
- Necessary, but not sufficient; having the underlying emotional intelligence ability does not ___________ the associated competence development
- Generic; the list is applicable to ____ jobs, but differing jobs require different competencies (pg.25)

Answer 3

Emotional intelligence capacities are:
- Independent: each makes unique contribution
- Interdependent; draws to some degree on others with STRONG interactions
- Hierarchical; emotional intelligence capacities BUILD upon each other
- Necessary, but not sufficient; having the underlying emotional intelligence ability does not GUARANTEE the associated competence development
- Generic; the list is applicable to ALL jobs, but differing jobs require different competencies (pg.25)

Question 4

Outstanding performance requires only that we have strengths in a given number of these 25 emotional ____________, typically, at least _____ or so, and that the strengths be spread across all five areas of emotional intelligence.
- Self-__________
- Self-__________
- Motivation
- Empathy
- Social Skills

Answer 4

Outstanding performance requires only that we have strengths in a given number of these 25 emotional COMPETENCIES, typically, at least SIX or so, and that the strengths be spread across all five areas of emotional intelligence.
- Self-AWARENESS
- Self-REGULATION
- Motivation
- Empathy
- Social Skills

Question 5

To sum up: For star performance in all jobs, in every field, emotional competence is ______ as important as purely cognitive abilities.

Answer 5

To sum up: For star performance in all jobs, in every field, emotional competence is TWICE as important as purely cognitive abilities.

Question 6

For success at the highest levels, in leadership positions, emotional competence accounts for virtually the _______ advantage. (pg.34)

Answer 6

For success at the highest levels, in leadership positions, emotional competence accounts for virtually the ENTIRE advantage. (pg.34)

Question 7

Two most common traits of executives who failed in a landmark study:
- Rigidity: unable to ______ their style, or unable to take in or respond to _________ about traits they needed to change or improve
-Poor relationships: single most ________ factor - being too harshly critical, ___________, or demanding (pg.40)

Answer 7

Two most common traits of executives who failed in a landmark study:
- Rigidity: unable to ADAPT their style, or unable to take in or respond to FEEDBACK about traits they needed to change or improve
-Poor relationships: single most FREQUENT factor - being too harshly critical, INSENSITIVE, or demanding (pg.40)

Question 8

Differences between successful managers and those who derailed on most major dimensions of emotional competence:
- Self-control:
– Derailed - handled _________ poorly, moody/angry outbursts.
– Successful - __________ under stress, calm/confident/dependable in heat of crisis

Answer 8

Differences between successful managers and those who derailed on most major dimensions of emotional competence:
- Self-control:
– Derailed - handled PRESSURE poorly, moody/angry outbursts.
– Successful - COMPOSED under stress, calm/confident/dependable in heat of crisis

Question 9

Differences between successful managers and those who derailed on most major dimensions of emotional competence:
- Conscientious:
– Derailed - reacted to failure and ________ defensively.
– Successful - took ___________ for mistakes/failures

Answer 9

Differences between successful managers and those who derailed on most major dimensions of emotional competence:
- Conscientious:
– Derailed - reacted to failure and CRITICISM defensively.
– Successful - took RESPONSIBILITY for mistakes/failures

Question 10

Differences between successful managers and those who derailed on most major dimensions of emotional competence:
- Trustworthiness:
– Derailed - too ready to get ahead at the ________ of others.
– Successful - high _________, strong concern for _______ of subordinates/colleagues and __________ of task at hand over impressing their boss

Answer 10

Differences between successful managers and those who derailed on most major dimensions of emotional competence:
- Trustworthiness:
– Derailed - too ready to get ahead at the EXPENSE of others.
– Successful - high INTEGRITY, strong concern for NEEDS of subordinates/colleagues and DEMANDS of task at hand over impressing their boss

Question 11

Differences between successful managers and those who derailed on most major dimensions of emotional competence:
- Social skills:
– Derailed - lacked empathy/sensitivity, often abrasive/arrogant, or ___________ subordinates. Occasionally charming, but purely ____________.
– Successful - empathetic/sensitive, showing _____/consideration with superiors and ___________.

Answer 11

Differences between successful managers and those who derailed on most major dimensions of emotional competence:
- Social skills:
– Derailed - lacked empathy/sensitivity, often abrasive/arrogant, or INTIMIDATED subordinates. Occasionally charming, but purely MANIPULATIVE.
– Successful - empathetic/sensitive, showing TACT/consideration with superiors and SUBORDINATES.

Question 12

Differences between successful managers and those who derailed on most major dimensions of emotional competence:
- Building bonds and leveraging diversity:
– Derailed - insensitive/manipulative manner ________ to build ____________.
– Successful - _____ _______ with people. (pg. 41)

Answer 12

Differences between successful managers and those who derailed on most major dimensions of emotional competence:
- Building bonds and leveraging diversity:
– Derailed - insensitive/manipulative manner FAILED to build RELATIONSHIPS.
– Successful - GOT ALONG with people. (pg. 41)

Question 13

Forty year study of scientists found emotional intelligence abilities were about _____ times more important than ____ in determining professional success and prestige. (pg.45)

Answer 13

Forty year study of scientists found emotional intelligence abilities were about FOUR times more important than IQ in determining professional success and prestige. (pg.45)

Question 14

Encoded emotional memory from past experiences is stored in the _________ and it constantly signals us through related circuitry, specifically ______ pathways that run into the viscera that result in a somatic response—literally a “_____ _______”—to the choices we face. (pg.51)

Answer 14

Encoded emotional memory from past experiences is stored in the AMYGDALA and it constantly signals us through related circuitry, specifically NERVE pathways that run into the viscera that result in a somatic response—literally a “GUT FEELING”—to the choices we face. (pg.51)

Question 15

“An ________ decision is nothing but a subconscious logical analysis….Somehow the brain goes through these calculations and comes up with what we would call a _________ conclusion—it seems more right to do it this way than that way.” (pg. 53)

Answer 15

“An INTUITIVE decision is nothing but a subconscious logical analysis….Somehow the brain goes through these calculations and comes up with what we would call a WEIGHTED conclusion—it seems more right to do it this way than that way.” (pg. 53)

Question 16

__________ and gut feeling lie at the heart of self-awareness which is the vital foundation for three emotional competencies:
- Emotional __________
- Accurate self-assessment
- Self-___________

Answer 16

INTUITION and gut feeling lie at the heart of self-awareness which is the vital foundation for three emotional competencies:
- Emotional AWARENESS
- Accurate self-assessment
- Self-CONFIDENCE

Question 17

Emotional Awareness - People with this competence:
- Know which _______ they are feeling and why
- Realize the links between their _______ and what they think, do, and say
- Recognize how their feelings affect their ___________
- Have a guiding awareness of their _______ and goals (pg.54)

Answer 17

Emotional Awareness - People with this competence:
- Know which EMOTIONS they are feeling and why
- Realize the links between their FEELINGS and what they think, do, and say
- Recognize how their feelings affect their PERFORMANCE
- Have a guiding awareness of their VALUES and goals (pg.54)

Question 18

Accurate Self-Assessment - People with this competence:
- Aware of their strengths and weaknesses
- Reflective, learning from ___________
- Open to candid ________, new perspectives, __________ learning, and self development
- Able to show a sense of humor and __________ about themselves (pg.61)

Answer 18

Accurate Self-Assessment - People with this competence:
- Aware of their strengths and weaknesses
- Reflective, learning from EXPERIENCE
- Open to candid FEEDBACK, new perspectives, CONTINUOUS learning, and self development
- Able to show a sense of humor and PERSPECTIVE about themselves (pg.61)

Question 19

Self-confidence - People with this competence:
- Present themselves with self-assurance; have “_________”
- Can voice views that are __________ and go out on a limb for what is right
- Are _________, able to make sound decisions despite uncertainties and _________ (pg.68)

Answer 19

Self-confidence - People with this competence:
- Present themselves with self-assurance; have “PRESENCE”
- Can voice views that are UNPOPULAR and go out on a limb for what is right
- Are DECISIVE, able to make sound decisions despite uncertainties and PRESSURES (pg.68)

Question 20

Self-regulation—managing impulse as well as ___________ feelings—depends on the brain’s emotional centers working in tandem with the executive centers in the prefrontal areas.
- Handling ________ and dealing with upsets are at the core of five emotional competencies:
– Self-control
– Trustworthiness
– Conscientiousness
– Adaptability
– Innovation

Answer 20

Self-regulation—managing impulse as well as DISTRESSING feelings—depends on the brain’s emotional centers working in tandem with the executive centers in the prefrontal areas.
- Handling IMPULSES and dealing with upsets are at the core of five emotional competencies:
– Self-control
– Trustworthiness
– Conscientiousness
– Adaptability
– Innovation

Question 21

Self-control - People with this competence:
- _________ their impulsive feelings and distressing emotions well
- Stay composed, ________, and unflappable even in trying moments
- Think clearly and stay ________ under pressure (pg.82)

Answer 21

Self-control - People with this competence:
- MANAGE their impulsive feelings and distressing emotions well
- Stay composed, POSITIVE, and unflappable even in trying moments
- Think clearly and stay FOCUSED under pressure (pg.82)

Question 22

Trustworthiness - People with this competence:
- Act _________ and are above reproach
- Build trust through their reliability and ___________
- Admit their own _________ and confront unethical actions in others
- Take tough, principled stands even if they are ___________

Answer 22

Trustworthiness - People with this competence:
- Act ETHICALLY and are above reproach
- Build trust through their reliability and AUTHENTICITY
- Admit their own MISTAKES and confront unethical actions in others
- Take tough, principled stands even if they are UNPOPULAR

Question 23

Conscientiousness - People with this competence:
- Meet ____________ and keep promises
- Hold ___________ accountable for meeting their objectives
- Are __________ and careful in their work (pg.89)

Answer 23

Conscientiousness - People with this competence:
- Meet COMMITMENTS and keep promises
- Hold THEMSELVES accountable for meeting their objectives
- Are ORGANIZED and careful in their work (pg.89)

Question 24

Innovation - People with this competence:
- Seek out fresh ______ from a wide variety of sources
- Entertain ________ solutions to problems
- Generate new ideas
- Take fresh perspectives and _____ in their thinking

Answer 24

Innovation - People with this competence:
- Seek out fresh IDEAS from a wide variety of sources
- Entertain ORIGINAL solutions to problems
- Generate new ideas
- Take fresh perspectives and RISKS in their thinking

Question 25

Adaptability - People with this competence:
- Smoothly handle multiple ________, shifting priorities, and rapid change
- Adapt their ________ and tactics to fit fluid circumstances
- Are ________ in how they see events (pg.95)

Answer 25

Adaptability - People with this competence:
- Smoothly handle multiple DEMANDS, shifting priorities, and rapid change
- Adapt their RESPONSES and tactics to fit fluid circumstances
- Are FLEXIBLE in how they see events (pg.95)

Question 26

Eustress, or “good” stress, refers to the pressure that mobilizes us to action…the brain is bathed in catecholamines keeping you focused, _________, and interested, but does not rise to the ____________ level releasing high levels of cortisol inhibiting the _________ center of the brain and increasing the primal center activity. (pg.110)

Answer 26

Eustress, or “good” stress, refers to the pressure that mobilizes us to action…the brain is bathed in catecholamines keeping you focused, MOTIVATED, and interested, but does not rise to the EMERGENCY level releasing high levels of cortisol inhibiting the EXECUTIVE center of the brain and increasing the primal center activity. (pg.110)

Question 27

Three motivational competencies typify outstanding performers:
- ____________ drive
- Commitment
- Initiative and _________

Answer 27

Three motivational competencies typify outstanding performers:
- ACHIEVEMENT drive
- Commitment
- Initiative and OPTIMISM

Question 28

Achievement drive - People with this competence:
- Are _______-oriented, with a high drive to meet their objectives and standards
- Set __________ goals and take calculated risks
- Pursue __________ to reduce uncertainty and find ways to do better
- Learn how to ________ their performance (pg.113)

Answer 28

Achievement drive - People with this competence:
- Are RESULTS-oriented, with a high drive to meet their objectives and standards
- Set CHALLENGING goals and take calculated risks
- Pursue INFORMATION to reduce uncertainty and find ways to do better
- Learn how to IMPROVE their performance (pg.113)

Question 29

Commitment - People with this competence:
- Readily make ________ to meet a larger organization goal
- Find a sense of ________ in the larger mission
- Use the group’s core values in making _________ and clarifying choices
- Actively seek out opportunities to fulfill the group’s ________ (pg.118)

Answer 29

Commitment - People with this competence:
- Readily make SACRIFICES to meet a larger organization goal
- Find a sense of PURPOSE in the larger mission
- Use the group’s core values in making DECISIONS and clarifying choices
- Actively seek out opportunities to fulfill the group’s MISSION (pg.118)

Question 30

Initiative - People with this competence:
- Are ready to ______ opportunities
- Pursue ______ beyond what’s required or expected of them
- Cut through red tape and ______ the rules when necessary to get the job done
- ________ others through unusual, enterprising efforts

Answer 30

Initiative - People with this competence:
- Are ready to SEIZE opportunities
- Pursue GOALS beyond what’s required or expected of them
- Cut through red tape and BEND the rules when necessary to get the job done
- MOBILIZE others through unusual, enterprising efforts

Question 31

Optimism - People with this competence:
- Persist in seeking goals despite _________ and setbacks
- _________ from hope of success rather than fear of failure
- See setbacks as due to manageable ___________ rather than a personal flaw (pg.122)

Answer 31

Optimism - People with this competence:
- Persist in seeking goals despite OBSTACLES and setbacks
- OPERATE from hope of success rather than fear of failure
- See setbacks as due to manageable CIRCUMSTANCE rather than a personal flaw (pg.122)

Question 32

Because of the differences in how well we learned basic skills of _______ awareness, there are differences among us in workplace competencies that build on empathy, which are:
- Understanding others
- ________ orientation
- Developing others
- _________ diversity
- Political _________

Answer 32

Because of the differences in how well we learned basic skills of SOCIAL awareness, there are differences among us in workplace competencies that build on empathy, which are:
- Understanding others
- SOCIAL orientation
- Developing others
- LEVERAGING diversity
- Political AWARENESS

Question 33

Understanding others - People with this competency:
- Are attentive to __________ cues and listen well
- Show __________ and understand others’ perspective
- Help out based on understanding other people’s _______ and feelings (pg.138)

Answer 33

Understanding others - People with this competency:
- Are attentive to EMOTIONAL cues and listen well
- Show SENSITIVITY and understand others’ perspective
- Help out based on understanding other people’s NEEDS and feelings (pg.138)

Question 34

Developing others - People with this competency:
- Acknowledge and reward people’s strengths and ______________
- Offer useful _________ and identify people’s need for further growth
- Mentor, give timely ________, and offer assignments that challenge and foster a person’s skills (pg.146)

Answer 34

Developing others - People with this competency:
- Acknowledge and reward people’s strengths and ACCOMPLISHMENTS
- Offer useful FEEDBACK and identify people’s need for further growth
- Mentor, give timely COACHING, and offer assignments that challenge and foster a person’s skills (pg.146)

Question 35

The Pygmalion effect: expecting the ______ from people can be a self-fulfilling prophecy. (pg.150)

Answer 35

The Pygmalion effect: expecting the BEST from people can be a self-fulfilling prophecy. (pg.150)

Question 36

Service orientation - People with this competency:
- Understand customers’ ______ and match them to services or products
- Seek ways to ________ customer’s satisfaction and loyalty
- Gladly offer __________ assistance
- Grasp a customer’s _________, acting as a trusted advisor (pg.151)

Answer 36

Service orientation - People with this competency:
- Understand customers’ NEEDS and match them to services or products
- Seek ways to INCREASE customer’s satisfaction and loyalty
- Gladly offer APPROPRIATE assistance
- Grasp a customer’s PERSPECTIVE, acting as a trusted advisor (pg.151)

Question 37

Leveraging diversity - People with this competency:
- ________ and relate well to people from varied backgrounds
- Understand diverse worldviews and are ________ to group differences
- See diversity as ____________, creating an environment where diverse people can thrive
- ____________ bias and intolerance (pg.154)

Answer 37

Leveraging diversity - People with this competency:
- RESPECT and relate well to people from varied backgrounds
- Understand diverse worldviews and are SENSITIVE to group differences
- See diversity as OPPORTUNITY, creating an environment where diverse people can thrive
- CHALLENGE bias and intolerance (pg.154)

Question 38

Political awareness - People with this competence:
- Accurately read key ______ relationships
- Detect crucial ______ networks
- Understand the ______ that shape views and actions of clients, customers, and competitors
- Accurately read organizational and external _________ (pg.160)

Answer 38

Political awareness - People with this competence:
- Accurately read key POWER relationships
- Detect crucial SOCIAL networks
- Understand the FORCES that shape views and actions of clients, customers, and competitors
- Accurately read organizational and external REALITIES (pg.160)

Question 39

Primal fact: we ________ each other’s moods. (pg.164)

Answer 39

Primal fact: we INFLUENCE each other’s moods. (pg.164)

Question 40

Emotional competence requires being able to ______ through the emotional undercurrents always at play rather than being ______ _______ by them. (pg.166)

Answer 40

Emotional competence requires being able to PILOT through the emotional undercurrents always at play rather than being PULLED UNDER by them. (pg.166)

Question 41

Social skills, in the essential sense of handling another person’s ________ artfully, underlie these several competencies:
- Influence
- Communication
- _________ management
- Leadership
- ________ catalyst (pg.168)

Answer 41

Social skills, in the essential sense of handling another person’s EMOTIONS artfully, underlie these several competencies:
- Influence
- Communication
- CONFLICT management
- Leadership
- CHANGE catalyst (pg.168)

Question 42

Influence - People with this competence:
- Are _______ at winning people over
- Fine-tune presentations to _______ to the listener
- Use complex strategies like ________ influence to build consensus and support
- Orchestrate dramatic events to _________ make a point (pg.169)

Answer 42

Influence - People with this competence:
- Are SKILLED at winning people over
- Fine-tune presentations to APPEAL to the listener
- Use complex strategies like INDIRECT influence to build consensus and support
- Orchestrate dramatic events to EFFECTIVELY make a point (pg.169)

Question 43

Communication - People with this competence:
- Are effective at give-and-take, registering __________ cues in attuning their message
- Deal with difficult issues _______________
- Listen well, seek mutual ____________, and welcome sharing of information fully
- Foster open communication and stay ___________ to bad news as well as good (pg.174)

Answer 43

Communication - People with this competence:
- Are effective at give-and-take, registering EMOTIONAL cues in attuning their message
- Deal with difficult issues STRAIGHTFORWARDLY
- Listen well, seek mutual UNDERSTANDING, and welcome sharing of information fully
- Foster open communication and stay RECEPTIVE to bad news as well as good (pg.174)

Question 44

Conflict management - People with this competence:
- Handle _______ people and tense situations with diplomacy and _____
- Spot potential conflict, bring disagreements into the open, and help ___-________
- Encourage debate and ______ discussion
- Orchestrate win-win situations (pg.178)

Answer 44

Conflict management - People with this competence:
- Handle DIFFICULT people and tense situations with diplomacy and TACT
- Spot potential conflict, bring disagreements into the open, and help DE-ESCALATE
- Encourage debate and OPEN discussion
- Orchestrate win-win situations (pg.178)

Question 45

Leadership - People with this competence:
- Articulate and arouse __________ for a shared vision and mission
- Step forward to lead as needed, regardless of _________
- Guide the __________ of others while holding them accountable
- Lead by _______ (pg.183)

Answer 45

Leadership - People with this competence:
- Articulate and arouse ENTHUSIASM for a shared vision and mission
- Step forward to lead as needed, regardless of POSITION
- Guide the PERFORMANCE of others while holding them accountable
- Lead by EXAMPLE (pg.183)

Question 46

Change catalyst - People with this competence:
- Recognize the need for change and remove ________
- Challenge the status quo to ____________ the need for change
- Champion the change and enlist others in its ________
- _______ the change expected of others (pg.193)

Answer 46

Change catalyst - People with this competence:
- Recognize the need for change and remove BARRIERS
- Challenge the status quo to ACKNOWLEDGE the need for change
- Champion the change and enlist others in its PURSUIT
- MODEL the change expected of others (pg.193)

Question 47

Several competencies of star performers are rooted in the basic human talents for social coordination:
- Building _______
- Collaboration and _________
- ______ capabilities

Answer 47

Several competencies of star performers are rooted in the basic human talents for social coordination:
- Building BONDS
- Collaboration and COOPERATION
- TEAM capabilities

Question 48

Building bonds - People with this competence:
- Cultivate and maintain extensive informal _________
- Seek out ___________ that are mutually beneficial
- Build ________ and keep others in the loop
- Make and maintain personal ___________ among work associates (pg.206)

Answer 48

Building bonds - People with this competence:
- Cultivate and maintain extensive informal NETWORKS
- Seek out RELATIONSHIPS that are mutually beneficial
- Build RAPPORT and keep others in the loop
- Make and maintain personal FRIENDSHIPS among work associates (pg.206)

Question 49

Collaboration and cooperation - People with this competence:
- Balance a focus on _____ with attention to relationships
- Collaborate, sharing plans, ___________, and resources
- Promote a ________, cooperative environment
- Spot and nurture ___________ for collaboration (pg.211)

Answer 49

Collaboration and cooperation - People with this competence:
- Balance a focus on TASK with attention to relationships
- Collaborate, sharing plans, INFORMATION, and resources
- Promote a FRIENDLY, cooperative environment
- Spot and nurture OPPORTUNITIES for collaboration (pg.211)

Question 50

Team capabilities - People with this competence:
- Model team qualities like _________, helpfulness, and cooperation
- Draw ____ members into active and enthusiastic _____________
- Build team _______, esprit de corps, and commitment
- Protect the group and its reputation; ______ credit (pg.216)

Answer 50

Team capabilities - People with this competence:
- Model team qualities like RESPECT, helpfulness, and cooperation
- Draw ALL members into active and enthusiastic PARTICIPATION
- Build team INTEGRITY, esprit de corps, and commitment
- Protect the group and its reputation; SHARE credit (pg.216)

Question 51

…emotional intelligence in sharp contrast to IQ….while purely cognitive capacities remain relatively ______, emotional competence can be _________ at any point in life (pg.240)

Answer 51

…emotional intelligence in sharp contrast to IQ….while purely cognitive capacities remain relatively FIXED, emotional competence can be LEARNED at any point in life (pg.240)

Question 52

When such a habit is dysfunctional, replacing it with a more effective one requires enough practice of the better habit—and inhibition of the poor one—that the neural circuitry for the old behavior finally withers (psychologists call this “_____________”) and the circuitry for the better behavior grows stronger.
- Eventually the better habit will replace the old one as the _________ _________ in key situations. (pg.243)

Answer 52

When such a habit is dysfunctional, replacing it with a more effective one requires enough practice of the better habit—and inhibition of the poor one—that the neural circuitry for the old behavior finally withers (psychologists call this “EXTINGUISHING”) and the circuitry for the better behavior grows stronger.
- Eventually the better habit will replace the old one as the AUTOMATIC RESPONSE in key situations. (pg.243)

Question 53

“Emotional Intelligence” refers to the capacity for __________ our own feelings and those of others, for motivating ourselves, and for ___________ emotions well in ourselves and in our relationships.

Answer 53

“Emotional Intelligence” refers to the capacity for RECOGNIZING our own feelings and those of others, for motivating ourselves, and for MANAGING emotions well in ourselves and in our relationships.

Question 54

• Intellect centers = neocortex, the more ________ evolved layers at the top of the brain
• Emotional centers = subcortex, the ________ lower parts of the brain
  – Emotional Intelligence involves the emotional centers at work, in _______ with the intellectual centers. (pg.317)

Answer 54

• Intellect centers = neocortex, the more RECENTLY evolved layers at the top of the brain
• Emotional centers = subcortex, the ANCIENT lower parts of the brain
  – Emotional Intelligence involves the emotional centers at work, in CONCERT with the intellectual centers. (pg.317)