A social intelligence that allows the individual to monitor his own and other’s emotions…
… to discriminate among them and to use the information to guide his/her thinking and actions.
What is emotionally intelligent behavior.
100
The typical manager spends 25-40% of his or her time dealing with this. That’s one to two days of every work week.
What is conflict.
100
A focused and conscious efforts to enhance the performance, productivity and success of your employees in the context of desired business results.
What is coaching.
100
Demonstrated capacity to perform a ?certain task.
What is competence.
100
Moving from current state to future state.
What is change.
200
Self awareness, self regulation, social awareness, relationship management
What are the four elements of emotional intelligence.
200
Interpersonal, goals, poor performance, limited resources, values, power struggles
What are the six types of conflict.
200
Asking the employee for their input; giving them a new opportunity; expressing gratitude and appreciation; giving them more responsibility; praising them
What is building self esteem and confidence.
200
Drive to perform ?a certain task.
What is commitment.
200
Positive, Focused, Flexible, Organized, Proactive, Lean and Learn
What are characteristics of resilient people.
300
When someone thinks that the demands on them “exceed the personal and social resources that the individual is able to mobilize.”
Example: "It sounds like you are disappointed in your results."
What is empathizing.
300
The leader continues to direct and closely supervise task accomplishments, but also explains decisions, solicits suggestions, and supports progress.
What is coaching.
300
Heard from employees:
It’ll never happen.
They’re not really serious.
I’ll believe it when I see it.
In the good old days…
What is denial.
400
Time, anticipatory, situational, encounter
What are the four most common types of stress.
400
Defined as the tendency to judge a person in an unpleasant situation in a bad light, and attribute her/his behavior to internal causes and qualities rather than understanding the situation or circumstances that may cause the person to behave in that manner.
What is the fundamental attribution error.
400
Examples:
Did you handle that situation well?
Do you want to talk about it?
Do you think you will meet your goals?
Do you need any help?
What are closed ended questions.
400
The leader facilitates and supports employees efforts toward task accomplishment and shares responsibility for decision-making with them.
What is supporting.
400
Challenges thinking/plans, critical of change agents or sponsors; may publically support the change &/or appear indifferent; works behind the scenes to create dissention; build coalitions to reduce support for the change.