Page 96 - HBR's 10 Must Reads for New Managers

GOLEMAN

EI component Definition Hallmarks Example
Empathy Considering • Expertise in An American consult-
others’ feelings, attracting and ant and her team pitch
especially when retaining talent a project to a potential
making decisions • Ability to de- client in Japan. Her team
velop others interprets the client’s
• Sensitivity to silence as disapproval,
and prepares to leave.
cross-cultural The consultant reads the
differences client’s body language
and senses interest. She
continues the meeting,
and her team gets the job.
Social skill Managing rela- • Effectiveness in A manager wants his
tionships to move leading change company to adopt a
people in desired • Persuasiveness better internet strategy.
directions He finds kindred spirits
• Extensive net- and assembles a de
working
facto team to create a
• Expertise in prototype Web site. He
building and persuades allies in other
leading teams divisions to fund the
company’s participation
in a relevant convention.
His company forms an
internet division—and
puts him in charge of it.

Strengthening Your EI

Use practice and feedback from oth- to tell her when she exhibited
ers to strengthen specific EI skills. poor listening skills. She then
role-played incidents to prac-
Example: An executive learned tice giving better responses; for
from others that she lacked example, not interrupting. She
empathy, especially the ability also began observing execu-
to listen. She wanted to fix the tives skilled at listening—and
problem, so she asked a coach imitated their behavior.

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