Emotional Intelligence

Emotional Competence Framework

PERSONAL COMPETENCE

Self-Awareness

EMOTIONAL AWARENESS: Recognizing one’s emotions and their effects.  People with this competence

Know what 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: recognizing 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’s right

Are decisive, able to make sound decisions despite uncertainties and pressures

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: Maintain 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 for 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 new perspectives and risks in their thinking

Self Motivation

ACHIEVEMENT DRIVE: Striving to improve or meet a standard of excellence.  People with this competence:

Are results oriented with a high drive to meet their objectives and standards

Set challenging goals and take calculated risks

Pursue information to reduce uncertainty and find ways to do better

Learn how to improve their performance

COMMITMENT:  Aligning with the group or organization.  People with this competence:

Readily make personal or group sacrifices in order to meet larger organizational goal

Find a sense of purpose in the larger mission

Use the groups core values in making decisions and clarifying choices

INITIATIVE: Readiness to act on opportunities.  People with this competence:

Are ready to seize opportunities

Pursue goals beyond what’s required or expected of them

Cut through red tape and bend the rules when necessary to get the job done

Mobilize others through unusual enterprising efforts

OPTIMISM: Persistence in pursuing goals despite obstacles and setbacks.  People with this competence:

Persist in seeking goals despite obstacles and setbacks

Operate from hope of success rather than fear of failure

See setbacks as due to manageable circumstance rather than personal flaw

SOCIAL COMPETENCE

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 meting customers needs.  people with this competence:

Understand customer needs and match them to services or products

Seek ways to increase customer 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 skill

LEVERAGING DIVERSITY: Cultivating opportunities through diverse people.  People with this competence:

Respect and relate well to people from diverse 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 power relationships.  People with this competence:

Accurately read key power relationships

Detect crucial social networks

Understand the forces that shape the views and actions of clients, customers or competitors

Accurately read situations and organizational and external realities

Social Skills

INFLUENCE: Wielding effective tactics for persuasion.  People with this competence:

are skilled at persuasion

Fine tune presentation t 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 at give-and-take, registering emotional cuesin attuning their message

Deal with difficult issues straightforwardly

Listen well, seek mutual understanding, and welcome sharing of information fully

Foster open communications 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 recognize 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, share credit

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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