Real emotional intelligence is more than just being sensitive or “nice,” more than understanding how to read the mood of a conference room or having insight into whether a colleague is more analytical or expressive in her approach to problem-solving. While those are important skills, effective emotional knowledge demands a profound level of self-reflection, an active imagination, and an ability not only to envision alternate approaches to a given situation but also to understand that there are entire invisible galaxies of salient emotional facts behind almost every workplace.
It’s Always Personal: Navigating Emotion in the New Workplace. Random House. 2011.
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