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Leaders: Do you lead, manage, or are you just in charge?


You know them: the managers who ignore the fact that human beings don’t (actually can’t) “leave their feelings at the door” when they come to work.

These managers ignore conflict and avoid confrontation, especially when there’s a “pot-stirrer” in the office and everyone is just wishing the boss would step up and deal with him or her.

This boss will suffer the consequences: a slow, painful erosion of the trust he has been given by his employees, all because he is unaware of the forces of emotions at work.  The contagion of anxiety, worry, frustration, stress and more will eventually erode the trust of even the most loyal employee. And need I mention the negative impact on the quality of their work? The customer or client suffers in the end.

According to Mayer and Salovey, emotional intelligence is the ability to perceive emotions and to access and generate emotions so as to assist thought, to understand emotions and emotional knowledge, and to reflectively regulate emotions so as to promote emotional and intellectual growth (Mayer & Salovey, 1997).

Dr. David R. Caruso (1999) describes how emotional intelligence can be broken into four related parts:

1. Identifying Emotions – the ability to correctly identify how people are feeling
2.Using Emotions – the ability to create emotions and to integrate your feelings into the way you think
3.Understanding Emotions – the ability to understand the causes of emotions
4.Managing Emotions – the ability to figure out effective strategies that use

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