Emotional and Cultural Intelligence - D082 | Questions answers & elaborations
A company initiates a - Relationship management
recycling campaign on its
campus. After watching an
*focuses on building and maintaining relationships to create
employee toss recyclable
positive influence. This includes inspiring the employee to
materials into the trash, a
do what is best for the company by choosing to recycle
manager speaks with the
materials and reduce the impact of waste on the
employee and explains that
environment.
everyone must do their part to
reduce the impact of waste
on the environment. The
manager then expresses
appreciation for the
employee's contribution to a
clean and sustainable
campus.
Which domain of emotional
intelligence (EI) is the
manager using?
An employee has been - Demonstrate the ability to use empathy skills to resolve conflicts.
getting behind in work and
seems distracted, so the
*The employee can acknowledge the internal emotions
,manager stopped by to talk. of the coworker and identifies with the problem. The
The manager was going to solution used is one that the colleague would want to have
make it clear that the team used on them.
needed to put forth more
effort. When the
conversation started, the
manager found out the
reason for the lack of
productivity was because
the employee had recently
lost a family member. After
learning this, the manager
changed their approach and
asked how the team could help
during this difficult time.
Which domain of emotional
intelligence is being displayed
by this manager?
,An irate customer - Engaging and detaching from an emotional state with the customer
approaches the customer
service counter at a store
*The associate did not respond angrily back to the customer
and complains loudly about a
and spoke with the manager to process the refund.
missing part in a product. The
associate understands that the
customer is upset and
purposefully does not
respond in anger or let
emotions take over. The
associate speaks with the
manager to process a
refund.
Which part of the emotional
intelligence (EI) process is
being used by this associate to
resolve the situation?
An individual is confident in - Perceiving how others feel
understanding their own
emotions but is still learning
*This individual should work on perceiving the emotions and
how best to interact with
feelings of others so emotions and feelings can be
coworkers to persuade them
communicated in a better way.
to a personal point of view.
Which emotional intelligence
(EI) skill assists with reaching
, this goal?
Emotional intelligence is a relatively new concept. It
should not be confused with cognitive intelligence.
What Is Emotional Intelligence? While cognitive intelligence denotes skills associated with
problem-solving and understanding information,
emotional intelligence is more subtle
Research scientists Peter 1. Self- Awareness
Salovey and John Mayer 2. Self- Management
describe emotional intelligence
3. Social Awareness
as "a form of social intelligence
4. Relationship Management
that involves the ability to
monitor one's own and
others' feelings and
emotions, to discriminate
among them, and to use this
information to guide one's
thinking and action" (Salovey &
Mayer, 1990).
It is helpful to think of
emotional intelligence as
being composed of four
domains.
What are the domains?
1. Emotional Awareness
2. Accurate self-
What is self-awareness? assessment 3.Self-
A company initiates a - Relationship management
recycling campaign on its
campus. After watching an
*focuses on building and maintaining relationships to create
employee toss recyclable
positive influence. This includes inspiring the employee to
materials into the trash, a
do what is best for the company by choosing to recycle
manager speaks with the
materials and reduce the impact of waste on the
employee and explains that
environment.
everyone must do their part to
reduce the impact of waste
on the environment. The
manager then expresses
appreciation for the
employee's contribution to a
clean and sustainable
campus.
Which domain of emotional
intelligence (EI) is the
manager using?
An employee has been - Demonstrate the ability to use empathy skills to resolve conflicts.
getting behind in work and
seems distracted, so the
*The employee can acknowledge the internal emotions
,manager stopped by to talk. of the coworker and identifies with the problem. The
The manager was going to solution used is one that the colleague would want to have
make it clear that the team used on them.
needed to put forth more
effort. When the
conversation started, the
manager found out the
reason for the lack of
productivity was because
the employee had recently
lost a family member. After
learning this, the manager
changed their approach and
asked how the team could help
during this difficult time.
Which domain of emotional
intelligence is being displayed
by this manager?
,An irate customer - Engaging and detaching from an emotional state with the customer
approaches the customer
service counter at a store
*The associate did not respond angrily back to the customer
and complains loudly about a
and spoke with the manager to process the refund.
missing part in a product. The
associate understands that the
customer is upset and
purposefully does not
respond in anger or let
emotions take over. The
associate speaks with the
manager to process a
refund.
Which part of the emotional
intelligence (EI) process is
being used by this associate to
resolve the situation?
An individual is confident in - Perceiving how others feel
understanding their own
emotions but is still learning
*This individual should work on perceiving the emotions and
how best to interact with
feelings of others so emotions and feelings can be
coworkers to persuade them
communicated in a better way.
to a personal point of view.
Which emotional intelligence
(EI) skill assists with reaching
, this goal?
Emotional intelligence is a relatively new concept. It
should not be confused with cognitive intelligence.
What Is Emotional Intelligence? While cognitive intelligence denotes skills associated with
problem-solving and understanding information,
emotional intelligence is more subtle
Research scientists Peter 1. Self- Awareness
Salovey and John Mayer 2. Self- Management
describe emotional intelligence
3. Social Awareness
as "a form of social intelligence
4. Relationship Management
that involves the ability to
monitor one's own and
others' feelings and
emotions, to discriminate
among them, and to use this
information to guide one's
thinking and action" (Salovey &
Mayer, 1990).
It is helpful to think of
emotional intelligence as
being composed of four
domains.
What are the domains?
1. Emotional Awareness
2. Accurate self-
What is self-awareness? assessment 3.Self-
