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Emotional intelligence competencies are typically measured
in four categories:
These areas reflect the ability of an individual to successfully
recognize and respond appropriately to emotions generated
internally (self), as well as externally (others). Within
each category are a number of specific characteristics that
further define and give understanding to the concept of EQ.
The following list has been adapted from the Consortium for
Research on Emotional Intelligence in Organizations: www.eiconsortium.org.
SELF-AWARENESS
Emotional Awareness: Recognizing
one’s emotions and their effects.
People with this competence:
- Know which emotions they are feeling and why
- Realize the links between their feelings and what they
think, do, and say
- Recognize how their feelings affect their performance
- Have a guiding awareness of their values and goals
Accurate Self-Assessment: Knowing
one’s strengths and limits.
People with this competence are:
- Aware of their strengths and weaknesses
- Reflective, learning from experience
- Open to candid feedback, new perspectives, continuous
learning, and self-development
- Able to show a sense of humor and perspective about themselves
Self-Confidence: Sureness about
one’s self-worth and capabilities.
People with this competence:
- Present themselves with self-assurance; have "presence"
- Can voice views that are unpopular and go out on a limb
for what is right
- Are decisive, able to make sound decisions despite uncertainties
and pressures
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SELF-REGULATION
Self-Control: Managing disruptive
emotions and impulses. People with this competence:
- Manage their impulsive feelings and distressing emotions
well
- Stay composed, positive, and unflappable even in trying
moments
- Think clearly and stay focused under pressure
Trustworthiness: Maintaining
standards of honesty and integrity.
People with this competence:
- Act ethically and are above reproach
- Build trust through their reliability and authenticity
- Admit their own mistakes and confront unethical actions
in others
- Take tough, principled stands even if they are unpopular
Conscientiousness: Taking responsibility
for personal performance.
People with this competence:
- Meet commitments and keep promises
- Hold themselves accountable for meeting their objectives
- Are organized and careful in their work
Adaptability: Flexibility in
handling change.
People with this competence:
- Smoothly handle multiple demands, shifting priorities,
and rapid change
- Adapt their responses and tactics to fit fluid circumstances
- Are flexible in how they see events
Innovativeness: Being comfortable
with and open to novel ideas and new information.
People with this competence:
- Seek out fresh ideas from a wide variety of sources
- Entertain original solutions to problems
- Generate new ideas
- Take fresh perspectives and risks in their thinking
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SOCIAL AWARENESS
Empathy: Sensing others’
feelings and perspective, and taking an active interest in
their concerns.
People with this competence:
- Are attentive to emotional cues and listen well
- Show sensitivity and understand others’ perspectives
- Help out based on understanding other people’s needs
and feelings
Service Orientation: Anticipating,
recognizing, and meeting customers’ needs.
People with this competence:
- Understand customers’ needs and match them to services
or products
- Seek ways to increase customers’ satisfaction and
loyalty
- Gladly offer appropriate assistance
- Grasp a customer’s perspective, acting as a trusted
advisor
Developing Others: Sensing
what others need in order to develop, and bolstering their
abilities.
People with this competence:
- Acknowledge and reward people’s strengths, accomplishments,
and development
- Offer useful feedback and identify people’s needs
for development
- Mentor, give timely coaching, and offer assignments that
challenge and grow a person’s skills.
Leveraging Diversity: Cultivating
opportunities through diverse people.
People with this competence:
- Respect and relate well to people from varied backgrounds
- Understand diverse worldviews and are sensitive to group
differences
- See diversity as opportunity, creating an environment
where diverse people can thrive
- Challenge bias and intolerance
Political Awareness: Reading
a group’s emotional currents and powerrelationships.
People with this competence:
- Accurately read key power relationships
- Detect crucial social networks
- Understand the forces that shape views and actions of
clients, customers, or competitors
- Accurately read situations and organizational and external
realities
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SOCIAL
SKILLS
Influence: Wielding effective
tactics for persuasion. People with this competence:
- Are skilled at persuasion
- Fine-tune presentations to appeal to the listener
- Use complex strategies like indirect influence to build
consensus and support
- Orchestrate dramatic events to effectively make a point
Communication: Sending clear
and convincing messages.
People with this competence:
- Are effective in give-and-take, registering emotional
cues in attuning their message
- Deal with difficult issues straightforwardly
- Listen well, seek mutual understanding, and welcome sharing
of
information fully
- Foster open communication and stay receptive to bad news
as well as good
Leadership: Inspiring and guiding
groups and people.
People with this competence:
- Articulate and arouse enthusiasm for a shared vision and
mission
- Step forward to lead as needed, regardless of position
- Guide the performance of others while holding them accountable
- Lead by example
Change Catalyst: Initiating
or managing change.
People with this competence:
- Recognize the need for change and remove barriers
- Challenge the status quo to acknowledge the need for change
- Champion the change and enlist others in its pursuit
- Model the change expected of others
Conflict Management: Negotiating
and resolving disagreements.
People with this competence:
- Handle difficult people and tense situations with diplomacy
and tact
- Spot potential conflict, bring disagreements into the
open, and help deescalate
- Encourage debate and open discussion
- Orchestrate win-win solutions
Building Bonds: Nurturing instrumental
relationships.
People with this competence:
- Cultivate and maintain extensive informal networks
- Seek out relationships that are mutually beneficial
- Build rapport and keep others in the loop
- Make and maintain personal friendships among work associates
Collaboration and Cooperation:
Working with others
toward shared goals.
People with this competence:
- Balance a focus on task with attention to relationships
- Collaborate, sharing plans, information, and resources
- Promote a friendly, cooperative climate
- Spot and nurture opportunities for collaboration
Team Capabilities: Creating
group synergy in pursuing collective
goals.
People with this competence:
- Model team qualities like respect, helpfulness, and cooperation
- Draw all members into active and enthusiastic participation
- Build team identity, esprit de corps, and commitment
- Protect the group and its reputation; shared credit
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