CAew0, DAVID K- Mmib rosa), PETE, fay APRMGWT AUOltRoR. Spd Pnscice; dessey.20s, 2004 ene en I TS [[enaerea ‘] Emotions and Reasoning at Work Rule of Reason or Rule of Emotion? Throughout The Emotionally Totligent Memager we argue that che Sntegraion of rational and emotional sles isthe key to succesfal Jeadership. It is clear that goad decisions require emotional and logical skills, But too nuich of one or the oles, oF the incorrect application of either, cas present problems. (Determine your ap- proach with the help of Exhibit LL) ‘We all know that emotions can derail us, We have seen this lume and time agai, both inte Business world and, even more so, in dhe world oF sports, Consider two eases, one Erom profes: Sonal tennis and the other from professional got “Tennis player Althea Gibson wae neither physically no finan cially healthy during the last years of fer life, She had fallen fom Ue peak of her career tp bevonne a worker ithe focal recreation Hepartment in one ofthe less wealthy cities inthe area. Perhaps thi shold not be much of «soxprise, a8 she had lived, erly on, Selleseritied “wid” ie She dropped out of school and, after fail ing to win one of her first tournaments, almost decided to leave the spart! There is more to her story. a5 we shall see Dring the British Open in July, 2001, golfer fan Woosnam’s caddie, Miles, male fatal erro he aed placed an extra driver in the bag, costing Woosnam a twerstroke pesialty: Woostan dae the extra club on the ground im anger, and his frustration tea hint rorbogey the next two holes41 tye tnomeqouey rece Mar Rahibit Ll. Assessment of Your “cn reo gre tag wk each of the ener bbw miso emotion at wo eis imptat co Desist oke men lea ant ana grunts Posh oy put thes personal etn side Cee Stunt peo dn Bin well ine wurkplace ‘Papresing eclinge soil be ie. parr area ese eta san ogc shining aeeantjcope shou erphase loge oe eis : Trop agnth thee semen en you ae ends e ao oe a place probaly ee ronal gest hak sae woe enna you ate able cont Ss Tyo ange ith these statement chen you ate eons the le ae eee nriplace, Peay st emotions be a negra cack aa ane it ae eae king and Keg Toon itanate? Ennorsing the le of estou or theo enti hing portent bout your management sl ue might ink watt was Geo’ oc f enon te 2 ee enon hats er ges: eee Toho these orien i Cnon on fy imeratona oem a se Ca ee acecenents wo bee 4 bel ib Grand Sa at rn makes he 0 remarkable ae the ob snc overeame in oder to be alloyed eve £56 1a bo in South Caving toa share Foot on the eu Foto ay non towel with rE the Hari sce Soe hay Hang heen dscveved al entored For enone Thantes non cones igh motes and very "ed emperor She ae ce tanger Paying Bek ayo te grass courts fhe aor east td avatons tht were sed to Ata aoa espa of srg, Cabaom became (1950) the aria Meda ever to payin the 5. bao onan ao eee would ao neome the Rist an Abexean so ees tne cod i te women's profesional ae i Ladies Pekestonal Got Asocon | i I vores Reson at Wome 5 Retiring a the peak of her career in order to make ends meet she never mae i big francily. Caw later beeaine a coach nestor to hundreds of Kids ore the course of many year, workin Ja the East Orange New Jersey Recreation Department. She never sought the limelight, nor did she attempt to become a spokesper. Son for a cause. Instead, she faced exch struggle with determina tiow and provided young Kids, who might have reminded her of herself asa child, witha hope sed a dream an abelef in sell Gib- son's emotions dl not sdetine her, they helped het. “There isalso more tothe story ofthe forgettul caddie. The ex ppectation was thatthe caddie would be fixed on the spot. Asked bout the cadie’seeror after the gate, Woosnain said, "It the biggest mistake be wil ake in his fe. He won't do again. He's a ghoul cade. Tam sot going to sack hen. He's a good lad. Me Should hove spotted i. Maphe le sas. hide bit nervous Wis dhe ‘utimate sin or a cadie.”® “Wosnamn seems to have teen able to take the Feelings offs taation an use them ia consictve nianney He did et forget them noe did he try to deny them instead, he integrated them inthis play and into his thinking. His decision oto ire Miles also shows saphistiate So win if Woosnam yeas # decent guy on the Hinks? What fs prsfonmanes, ned i go soe ene Lo smeature pr Tormance. For this reavon, i interesting to note that Woosnam recovered ils gate that day and fashed an even par, narrowly Inising a chance to win the Open, Woosham might not be one of golf alleime greatest, hut he Wen the Masters at Augusta 19 tne was the oldest player to win che Wentworth Cup in 2001 Would Woosnata have been better off he had immediately fired the exrant caddie? The final postscript to this story isha the nd thinking and reasoning that included edhe was indeed fted a few weeks after this ineident when he slept ate and missed a teetime! We sll hear of many situations in which people's emotions get the beter af thei, Surely there ae times when we can be t00 teimotional, Periaps tends star Andre Agassi’ story meets this ‘efinition,6 tumtaoumneas amen ese In seen that Agassi had yon the court alien he was heard fo mutter am obscenity. The televee seated him, but "he incident threw Ags nto a unk A proment Tate: was lapping easy gromnd stokes nt the net" He ost de snatch? ‘Spas mondsectned to get the Hes of sn This would se lobes clearcut cae for the ned to have bance andl reasonable vo praons and to control one’s emotions, There issuch a case for fighremotional control, but is ot ate we've going to make Seine notion af being “too emotional” one that is recognized bythe emotionally intelfgent manager Aga emper tanya and resniting performance mein ig not an argument for less emotion but for oppeririate emotion. ‘Ruger i per fol ensolon, snd irises ron a sense of stice a falones, or being blocked front achieving an important goa th ngs ease his wenuperament—she wy hei wired ana ot te eterno situation erate his frustration ant his anger. And bi {Apatite allow anger ro motivate im wo achive his objective rat the match resulted i the negative team, What Role Should Emotions rhe porta world ay have room for emotion, buat is dere any ae ener uaotion in the boardvori? Many Teaders would say aaa votana furthermore, tere should net be, Buses dec Trane pred to be eavetallyconsidezed, and many wou probably site tna he tnore reasoning and rational iuwoved tbe betes. Shes foe that emotions playa role, sontetanes an intexral ot aun ole in buses Which ype of manager a shown in Exit teiee yom most ike, Manager A oF Manager Be ‘ian mmagers we have worked wit have the characteristics of manger A: Indeed, ont Mauager A cients often tll us that dell wo make optimal decisions by considering all he ei eaeeraetin an orderly ad lngieal Eason. After al, managers (and Teadess) ave lagged with wking good decisions. Noever, mak ing good deesions a being an elective manager of self and ot ae eviiot_and does not-—Irappen in dhe absence of emotion nouns are a works and they work sith and for ws, as we'l ee at Work? fa the next section Panne Resa an Wome 7 vehi 4 Comparison of Managing Sate Manager A 7 Mama Trey beepenotonsatanns— Thytnbeawave of my emtions ent notions are not important a Emotions should not influence My ewpotions inftence me Tinoiions need tobe eolited Eine Scents hve ev a fot about the ole of extns nee work sey ong toda en Some oft Sale of then ste tay surpste you. For iene, how mages Fla wet intieatorand precio of organzaGonal peetor sane tae teen by Sal Basa, profes at ht Wa ton Schout of ie every of Pennshants, demonstrates that howa monagement eon fete dec mpat on company fanings She aneoered that top management team Chat sates one auth hat pn he to Bee Tonutigher markecadpeted earings per share than companies ‘toe tnanagement than cost of mimbers wl verse em tonal outlooks? Ta mine weeklong research suds by Universi of Queens ta terran sn Ne kana cn coving tes ow in eonalhlgence ended pa he sae evel 3 Uitteams of people with ig EL? At at ios, these resale weit te trene nerfs doy fist oes of the stay The hgh tents ete abe get er aa ge Sd tera theo ane ea thet ane tif eateh up to dir more emotionally intelligent pers The ler con eam from ths sey that team emotional intelligence toc cle mates yu don mind weeks of low ita prot ad onde of worker hours wateBrunton hoarse Mn Snvotions ata team feved awe power impaet ioter ways as well Van might eal it teant spit or tsoate ba allo os fee Whe moor a geome lire” Are TW 9 ied duex seem oinfenee our performace. Somveties it hap fon souly and stay but soateimes Yo can alt fe a hil vine oer Ute group ater tines sense of exctement per stiches he spread tention fo person to peso thenomenon know senator entazon ‘ouslonal coutagion is power fleets on group. Con sutr te experiment nick several groups of people weve asked a Spmulteatendof the year bows pol dasssion Ther role eget ange a boos for hei empleneesas psi, hie ST Semptng to mae the best deesons for the eganization Mate One-t ihe people in te group, knowns ip he is Ethanon ane stor bla nn negve an ‘SMraume fthe groupe andi 8 porte manner wth he ater wane videor ote proups made itear tha the actor had an Srquet on the yroup mod, dpresing iin he negative con aoe sing tin ine postive enton.Therorach pa TeManta repel changes in their mond, but they ail wo temo ves hy her a cange Een meme Riperatn Maid the neatsemend omer Herod ane om ey nies os uinuligent The saree applcason of emotional conegion rene ies i parote vepertiee ol the emouonaly tet tgent manager. Hey tees fee bo affects a ow el hey naence people wih, afterall ise core of leadership. fear who Peale al is moe kel to generate augments yhatare person TUE vet thought ou Sl soos, tm genera help people Naan Linore betomps systematic nanver than do happy raat he ame leader, tectng some app il probably tenerae erative and orginal argues ina bid 0 influence ot werd ender wil bo cone wp vith stole Lore arguments hen feeling happy Gran when feng sad Ase in general emo Weis aor influence jg, jt saat, lpg eh {Neue problem sonal devision making” errs ciimirninem What kes al of his ier svat or chamb is whether youre size te ott ensetinns ply atu hat Souda with that En ge. ser ny get or team to generate crease messages ‘ser they ae down i he damp? Ordo yor ase tite stead to ctitically evaluate and edit a prospects? The emotionally intel, Tigent manager matches the mood tothe momen. We don’t expeet most managers to know how to de this. You might have taken courses in conning end marketing, but we bet that fou never tookea conrse on emotion managemes state ics, envotional identification sls, or entotion generation, So cote Sle this book your equrse on emotions at wotk—why they matte, how they operate an! how to leverage dhe power of your emotions tobe a betier manager and leader Your emotional education starts wih dhe six basic principles of emotional ineligence, which we discuss next Six Principles of Emotional Intelligence _ (Our approach to emotional intelligence begins with these si principles: 1. Emotion fs iformation 2. We can try to ignore emotiou, bu it doesnt work 3. We can try to kde emotions, ft we are not ae good! a a8 we chink 4. Decisions must incomparate emotion fo be effecsive. 5. Emotions follow fogieal pater 5. Emotional universal exis, but so do specifies PRINCIPLE. 1: EMOTION IS INFORMATION Emotions Are Data Emotions contain data about you and your world. Emotions ace not random, chaotic events that interfere with thinking, An emo- tion oecurs due to some factor that is important to yon, and it hhefpe motivate you and guise you to success, Atthe most base level, ematigns case viewed 310. The fanaa Henson Moore ++ Gccuntng det sonse sont ob ehange in soe woe geen + Starting automaticaly + Quickly generating physiological changes © Changing what you weve ping atenion ye hows yom vere inking Preparing yon for ato Creating personal Feelings Quickly csipating Helping wou cape, survive, ane thrive n your worl Figure 1L shows graphically the faction ofan emtotion Eavo sions ate asighal, ant if you pay attention to what an emotion is gualing, chances are the emotion is going to help you out of Tough aitvadon, prevent something bad fra happening, obey bring about a pesiove outcome." Emotions Are Mainly Data About People Principe 1 has an important subprinciple:exeotions are prinayiy Salt about people, socal stations, and interactions, Emvotions tiljows lot shout you-—how you feel, what's happening 10 yo, fate going on sown os. emotions kel evoed in order to hvu sursial by helping us work together Psychologist Pau = | | | | orion Reson ar Wore ‘Phan bodies tha this ae kes fetins Four Relings: "yp cally the events hat cll orth emetion are interpersona actions" versed sgial to other peuple i leave jve hack what they took from ws——"er ese.” Our {happiness shows thane ave open aed accepting ae, ast iinpntant approachable, The ioterpersona, o scat natre of {ction swat makes these data snices af cle ta mpowtance inthe fives ofall managers and leaers Emotions Are Not Always Data-Driven If emotions ae this wontterfl sontee of data that we need to em- brace, then what about those stories you have heard about how emotions derail people, iow destructive dey can be, andl about the need to ren i oe emotions Isa great question. As Figure 1 ilustrates, emotions are eal tine feedback signals that come ‘on quickly nd elasipate jost ss rapidly. But what ges emotions'a bad name and gets ws into trouble, is something related to emo. tion: mands Scientists often distinguish between emotions and Inoorls Emotions have eBizable cause. Moods are Feelings that lasta long tine, often veer for known reasons, al can be patt fof our body chesnistry. Sometimes the “aRershocks” of emouions fre fea lingering mous W's likely that calls to eaefuly regulate land control emoubns aswell the Hew that emations are often intelevant nud give ese to une sess, are ceally calls examine sue mio The emotionally intelligent manager must be able. differen tiate between the experience of ap emnocion and the influence of hoeingin-a certain moor. This requires great ski, Knowledge, and practice, and is someting that we sil help you develop. Emotions Help Us Survive Emotions ae eitial to one survival asinvtividuals and asa species In fact, emotions ae not unique to humans. The suevival and de- selopment ofa apecies depends on a number of behasiors, im “Chuding atencing to emergencies, exploring the ensironment, “voiding dangen anaintaning bosds wih ether members of the group, protecting oneself, reproducing, fying against aac, and12. tue rawnsaarbatucte swore ging and veining cave. Emotions were fat-viged miions of Feary aq Unroughevoltion to proterc nsf sgt! by Exhibit U2. ‘Jer isit possible tha, after millions of years of evotucion a change, emutins have indeed become useless vestiges of a €4 Tier and more dangerous existence? In costent tsves, wi the ab vescon ir technlogy ania general govt of ciation. fy dese vie” eaovions intereve wih sso an sce the me cworkP This ia very logical a scosible argument, Burt is sey tong. The world that we live in is excevdingly comple ane Span envotions i stil prt 6 ehsaving adaptive fd suring Lert ake fea, for example, Fear ia pant exaotion tt cev tainly hoe an inpostone roe to playin ee ies of even the set“ fled” otmadons ad peopes When we worry about sore we i potentially rotated to act it oder to alleviate the fear. couse, Rea eat also paralyze ws ant prevents ftom ache tng importa gobs: ea jection leads so avoid elaonships waar peeple fear of allce eauses so defy our plans. But eo Teehty deectigent managers integrate their emotions anc theit liking i ays that are adaptive ancl productive, The ineligent aaeey tear involves using # to energize us to addvess tings that He pectan feeling efi bw amy presentation ca 1 Tae Beto work harder: worry about an upcoming business mert Exhibie 133. The Survival Value off “Thi ertiowe Fear am rhere's danger Anger ie Sra Help ae, Ye hw Dispos Dhow teat ha 3 poison, Ingest Lets tosk aroun and explore Aeceptance Say wt the gon oa boy Lets evoyeates tes eprodce ronons wn Russo ar Wore 13 ing ean provide the energy we need to go buck and review our Iinhcs elect sine glaning horsnsistenees and problems, and Wehiecea moe siecessful watcomne;aisieay ean facilitate peetor nce just as easy a can ebiitate 1. TEoptons motivate our belasior in ways that are adaptive and helpful wus, Emations are notextrancous, They don’ just addin rare a eu vey they are critical to ctr ery survival. limos every theory ot emotions soxgests hae emotions eomsey important Foneaton abot he em. eps tie and ive. Dilfereat emotions have evoked 1 help us micet tse an oer nests Trnotiois are also Tiskeel to aetion, Consider situation suhiel pvt ang wth evs sear aneanbers for Fling te show Meat die mecting you called. Thar only natuta. These no-shows Ae obtore i your path. Rather than physically tacking them, however, yu can contact thers, express your displeasure com strnetvely, and gain thei assistance Poste emotions Uke happiessand joy ae sso part of our work fife--alas a small part for many people, For example, when peninuake that bnge sale, an there ae higiefives all around che Mung floor, the teams experiences a feeling of jo, mouvating thea repeat that experience all over again. Quite simply, em lous conse infarmation soe! meaning abd motivate action Thc abit tye hgwo sevced Fv bit 13 to stguest ways i “whlet emotions muivate behaviors that, although they may not ave surf aly, ean be relevant in every workplace situations, PRINCIPLE 2: WE CAN TRY'TO IGNORE [ENOFION, BUT IT DOESN'E WORK, Most of ws wun anit that erosions influence performance some suegs of oie nd that tise oral ad even desirable. We see the unpct ub cmotion in sports, ae atemp i psy out ou Spement or eee cn team, “Atite™—moae! and emotion iseritical in all sports TBssat about a fb i Which loge essential Sure emotions cantonal should not, playa sort of roe in highly tational and Ghuluialdersons heels stad psychologist Alice Isen dis sighed thar even presumed bastions of ragonaliy—physcians—1A me fonmouay Heeaxcee Mi ‘ay Emotions Motivate Us Now Moriates this bhai Ager Fight weg ainsi Sane Ask others for sei ep ane spor Disgst ‘Show that yo cannot accept something Inverent Excite exes expen an ea Supe Tign people’ tendon mented ad apart Acepimce {ike yous you's one of us Joy Lets eprice hat event. ser their thinking and decision making, depending om Uke aan man experiment with sadiotogts she Foud that their di aetes were hod faster and more accurate after they were ven seeal pal prestimably milly elevating eis moods) “he fold dou carter how emotional contagion influences the ctrecavenes of groups. Iti remarkable that though ernotions Hare impact on judgment, we are alsnost completely sree okie elfen, Htorsare matter whesher yout beiese itor oe wether you are aware of Ho Hot, emotions ad thinking sve intertvined. You can ty to fight against Principle 2, but it won't work, So- cial pschalogist Roy Baumeister found that when people try © Saree expression of ermotions hey end wp irnmhoring ee series ion i seen that evntional suppression takes energy ane reniion tha otherwise could be expended i stening to a processing information Se ico sugyeat that we mnst continuously Be awash i ‘emotion, bstead, we ean process de undevfying information, as aaitar dic emotional component, ofthe sitsation, through strate {per tat do oot involve suppresing te expresion of ou feelings. Bite suet suategy is emotiowalreappratsal, wherein we ook at He aks ht attempt to reframe them in a more constretive aad erate wax: We view the station a challenge «be ares aime try to gan some sor of Feswon trom the situation: I I aii nonunsao Resort ar worn 15 Don’t get us wong, Emotionally intelligent managers don't snesely becasue on their face every worning and ry to put a poste spin on everyting the resol the dy. fact, enorionaly perigee inva try to anoid Pollsamnalike positive reactions real unge alt he ine. Thats wot a effective way to dead with problema toavok eal wi dhe An emotionally intel etananager experiences the emoiions and then ws the power erehnotion tsa springboard wo a successful, productive outcome PRINCIPLE. WE CAWTRY TO MIDE EMOTIONS, DUT WEARE NOT AS GOOD ATITAS WE-THUNK Managers and lealess often don't share certain types of infor nation lth tare pepe, or they ts t cover op how dey fel it eee epee therngeloes or oes, Wesay Unt everything fine nen eens clit that we're not worried hen we ae Gugaatraions are wotorions for their atempes at controling census eapealy he display al the expression of emotion. Tr tauren tented jobs employees are explicit aight (0 sup hese aha feetings and to pat ona apy fave. This the came re mona abr an idea that sociologist Acie Hochschild Frat rough wide atention.!? There ae afew ways that people ty eeteptay the emodons that dieir employer eemands, One is ‘pa dartare stig, hen 0 foot one wy don't show the Are edentyngfeeting, Wy deep acting, you actualy ty to change teu cunren feeling eo nah te desied fectng, As you sight ex eet nurfae ating 38 ell 5 exotional labor, have been inked Pe pestormance burnout an job samme, among other Hes Tetonal suppression in organizations takes many other Forma ing process howe as normatiing emotion, we do not Ronenarong euotions ar exotions thatthe orgadization group ‘tere bupproprine, What nay surprise you ae se sorts of e0- doen people are taugit nk to show a work. Tink about your re obserations of organizational le, What emotions do yes see people show, and what emotions are rarely displayed Tigo andl tha anger isan envotion that gets covered up and supprened at war that ay be te for your workplace, uti er PRS ine cae in general. one workplace say, anger as aaneitclvemioton tobe expesed to the person who provoked BUS pn fac, thas dy ound tat 58 percent of people expressed16. tye swonsrbermtcen Mtoe Aci Fetings of anger. The ermotion that yas least requenty pressed at work was the Feng of juts 1 percent ol pense ta they expressed his cation white a TAt rat blush, these reste sev cnr neningtioe Ngo Is powers negative emotion that people cover up andl ty 0 sp pres whereas oy sa posive rnouion that scems more appropiate to ulsplay But the entotional nocans of organizations dictate that Ine expreaion of jy is not profesional. Afterall this i work, and sree not suppose io betting Hac rauch fun at work, Avge on. theodher hands the expression of power and authority of sewing fthers who's the boss, We're nt saying that this i the way we Should lve our worklives. We believe that dhe expression of jo i Si important part ofthe emotionally inteligent manager's tool Kit, ad ne need to elebrate or suecesses nore often and encourage ‘ach hes to reproduce that secess, These sttempis at disguising our emotions, aldiough they are conseosly made, niay not work teibly well Ekman’ research on ‘bl expressions and lying indicates tha itis possible to spot a har Dy cbsersing pauses in a person's speech, speech erro, and feet i emotional displays Our desife to protect emotions oF 0 ex trae in purely rational parsts inthe workplace can end up i eS onemakings aes avid create ae atmosphere of estas!" oa try to by the management tougheguy Tower oa “Gry of organizational electiveness--and it will work some ie dime, But notall of dhe dime, Your fetings-and emotions wll be read by some of the people west of the time and all of he peo pile some ofthe time. PRINCIPLE 4; DECISIONS MUSE INCORPORATE EMOTION TO BE REFECTIV (Our feelings have an impact o us and on others, whether we vant etn i oF hot. Quite spy ne decisions ate made withowt Cotion. As we noted earlies, according to neuroscientist Dans ‘So, tational thinking cannot occu ithe absence of emotion.” The funslamental tor often made by Westero philosophers and teseaneliers is to separate mind from ods. tn doing s0, we ile cocateh 9 aplicpersonaity view of ouraelve as raion rea fares (with snl, or thougits) who must fe of iran | rons aw Renna ar Hors 17 jn bodies, or esnaons) Sach a view wes in people, even ty We diss emotion 3 Tiante! ine hat vig us back les vy ve. Sch ase is enue 993 "pop™ trptdntagy appre root imcigence; consider tis quot Fone mngarine arile trumpeting, “What's Your EQ? pees oigiatn Url shared by elie, ration athens exo Prine emotional sess ek de heys to sural: es ies Doe er the large nustes aking iceasir to sn surprise i tse eyeuons tos, allowing he eyes to wen het ew ad serpertmre information abut a unexpected event gs i Fev ap te lace a cloves the news to heep out fol sae Phtonat ie grows out ofa are ofthe bran cae the bic atom special Dv anya, whence come delight and dis ere ea and anger Mls of Years ayo, the neon aS “ee crbing omnno pan ear and remember? Perhaps this pasage iustrates the most crteal point of dive gence between many approaches tothe top of emotional int ffence snd our In our approach, we recognte that emotions make radu huisan and undergied rationality, and, as such, ermotions Tat Le welcomed, embraced, understood, and put wo good se “Aiding we'll each yon the anportance of strategies such 2 eg lang ad nanaging meas ed emotions we empiaze he flr Snpsrienee oF Winco tout or ationalaing your ex folience: Icmenns that her are tines a 4 manages, a fam me Perna jativical contributor, when one might feel hort, badly Jr Buta oes hurt bad at mes, you've probably not mak dh eonatinall ttelligent—and elective decisions. Different Moods Influence Our ‘Thinking in Different Ways Paychologists Gordon Bower snd Alice Iven, among others have tied the inerstion of mort on thinkin fx many year.” They fhe found that ewotionsinfhuence our thinking in differen wap VPoutive emotions tend to open us up to our environment for exploration and discanery. The lroaden and bald theory of Barbara retesickeon sggeste that pasitve emotions do more thay make tis feel gown! Positive emotions18. Tie eronneuar Mian Nr + Expand our thinking 4 Help generate nese teas iy, pleasant or psive extn te envionment, broaden on Hking- ane enlarge or cep toite of behavior, Positive emotion caves ws to be il helps us see new connections and generate new aod novel sol tions to probiews, ‘Poutive emotions have otter elfects on ws. For example, hap pinete motivates usc ply of to interact wih others sing uel Ftsing signal ethers dat we ae friendly and approactable. bn this vay, positive emotions promote socal bonds an stronger s0- cal networks. Positive emotions als inact gainst negative events and emotions I people are asked to watch 3 Filia that induces trong, Negative emotions and are sinply asked to smile alter watching ihe tov they tend to recover mote quickly from the physiological impact of the stesful event. Tivone ancy, Lee Anne Hiasker and Dacher Ketaer ste the yearbook potas of mare than oie hundred wouen college grad ates They rated the faces on how happy they were aid then inched these individuals over thirty years: The women who ex: prewed pestawe emotion in their phos were more Wiel to have longer social bonds ase mote positive socal relationships than the women who were ot sling. * Negatte thinking has teceived bad press of at. Yet negative ‘emosions are ao important, a they ca enance thing 39 ves Chetan practical ways, Some of the effects of negative mood ‘eatotion of thinking includes"? + Providing 2 clearer focus 1 Allowing details tm be examined more efficiently © MMouating a more efficient seats For errors [Negative emotions cal fr ws to change what we ate doing or thinking, They narrow our feud of atenton and perception, ad they modvate us fo ati ery specific ways. "ERIC awnens ae Reason se Work 19 ‘Conte to posite emo, negative notions tend to be “exertion nante strongly al sere tay bean evelitionary ex planation fr this nh enon Thete are greater survival casts neta tn there ave poeta yews fr Bd Song an ine wi. Theveare, egaice eat ye rhinee of sanger mast be nove caretlly attended tan if hey ave espesieneret more sug than ost tive emotions, then we ate lee likey to end up on some predator's sinner ble. {We all lve positive emotions and recognize their positive ef tevtsen heath nd pelt being, br there should be a fod place in that heats forthe sealed negative emotions suc as eat ager Ind disgust. There's a tae for peace—happy emotions—and here time 1 fight-—to feel negative emotions, Management is Hotabout avcisting conflict andl making everyone happy all whe inte, Management is note about effectiveness and eflectiveness seaqicen a range oF emotions. PRINCIPLE 5: EMOTIONS FOLLOW LOGICAL, PATTERNS Emotions come about for many reasons, but each emotion is part ofa sequence fro low to big intensity i the event or ooglit tat inated 2 feeling continues or intenstfes, he itis Tela he Geling also pete stronger Fanations are wot an sly occurs Each eanotion has its own meses, sos of like gaan of ces. You jst have to know which piece you have fan the rales that gover that pce: TRohiert Phutclie, a wellknown emotions cesearcher proposed a model ofemotions that explicitly presents them along an inten iy enfin, so Ural emotions intensify as they go from lover to Higher on the diogram. The eight prinsuy emotions are arranged ee hele with opposite emvotions on apposite ses ofthe circle. His uuosdel ala indicates bow emotions can combine with one a viher to form tiore complex emotions. The terms is the open Spaces ae cae primary dha ox mi of two of dhe primary emo tlons, A geaphir model oF Putchi’s work is shown in Figase 1.2 Tins snap of emotions provces ws wit justone of many pieces that ine need wo understand snd manage ous emotions better20 “Tne Enorouns sree ttonest Figure 1.2. An Emotional Mp MS HSE Consider this example of the importance oF understanding the rules ofthe emotion game “Jenna isi sales, an Joe isa customer, I caave asa real su prise to Jena that Joe was angry. His anger seemed to come out bf nowhere ln veal, there were many wareing signs of Joe's penulng ange: He dh’ just meatevaliz; was he next logical sep In the progression af Joe's emotions | | sons aom Resonant Mom 2 Here's what happened. Joe started with a mild feeling of an oyance when Jena old bm thatthe nes sistem would be delayed freee or 30 Bu Joe va not angey. “These things happen," he tea Sonera the ine, When week went by Jers, Joe caller fcr She casually mevtioned that chey could’ {lo the install for another week beens they were so busy Now Joe's thinor annoyance transitioned into a feeling of frustration. But svhen stil anotter week went by and Joe called Jen’ offce, only To find out she wasn vacation, then Joe was pretty wad. Your emotional knoatedge can seve a8 2 crystal bal of sorts, hen applied with cre, can reduce surprises and predict the fate rl here was no worl rn PRINCIPLE 6: EMOTIONAL UNIVERSALS EXISI, HUES DO SPECIFICS, -vitional intelligence ‘works in pat, berase there are un versal niles of einotions and their expression, Much is made of “Calal differences in social behasior and with good teayou. Cus toms and ynanners do vary markedly row country to éoantsy. a ‘yell ay thin regions of larger oeiverse nations. But the case of| motions isa special one, We know that cultral unversas exist imemotions. happy face is een a8 happy ace by people all over the globe, A fue of suprise rs interpretea the same way by a Wal) Sireet investment banker aad 3 Nev Guinea wibestna. Even oom humans display and recognize emotional expressions in fellow reatres. Those of you sith dogs know this. Cant you tell when you dog is happy or sad or angry? Perhaps we all rerognize 2 smiing face for what its because there ate universal the undersing eases of different emotions. “Tinassve ave happy when ie achieve or gain something, and we are oul when we lose something, AUG core, an emotion signals ome {hing important and therefore communicates universal signal to all peoples hut life is more complex than the wivessal pictare we are minting, and there at, saded, emotional specifies, Some of these {pecifies have todo with display rules, secondary emotions, and enue22 ne Ewornnsny mae Abscre Even dhol al of ws nay beable to Men happiness in peoples tepressions clearly, ant ese themgh se yay ll experience hap pes for smiar, anerising reasons, doesnt mean that we al Show ou happiness the sane way. This brings up the concept af ‘enational diay rex. Or Society and eatce wach us when i's ‘kay co shen how we fee aed wien ie not. We lean dese sles ‘any nll, such a hen litle boys are tak tat “big boys don’t try or when, feeling absolutely miserable, we eel or olfcemate thac we're doing “Fine” veapnse to hid greeting, “Hey, hose yong?” [Emotional display wales area fort of hidden faomtedge his iskaowledge that we ate aware of but we're not quite sure where twe acquired i Display niles vary rom organization to organiza tion. The creative culture of New York averssing agency may encourage the display of joy, surprise, and interest, whereas a fhuttoned-down, Park Avenue law fi prides itself om is quiet ‘Galtores also have their own sets of emotional eapay rales When in France, we were initially surprised when aur hosts kissed ws goodbye—on both checks! That would ot have gone over very tellin the United States, but in France, i's pevtetlv acceptable © xpress your flings of happiness ths way the United States, tee might simply stile and say awotd of tanks. n Japan, a col Teague may ft gry eh you, bacall ou see on his face isa smile Secondary Emotions Closely linked to the notion of entotiona disphy resi the com Cpt known a8 swede tins oa they are called in sone ese sefemuious nations Unlike Une basic emtions ot anger, fear, ane joy these secondary emotions haves strong soil or eultoral eon ponent to then. Consider te feeling of embarrassment, We Fel fmbarrased when we commit sonve sort of Eins pas, aid we are Caught” by someone else, This general rile of embarrassment probably applies to all peopte and caltates, but wbat st the exe Ton ened embagrassitent apart from its more fae collengaes that the actions that bring o” the feeling ate ted to culture anes nn Rescnontear Won 23 Ifyou valk into-a meeting ofthe board in mdstained clathes, Joo mgt Feet at embarrased ast walk nto yous tocal garden enter dressed that was to pick up a bundle of fertilizer, sol, and Sanna, andl you might so eel embarrased tai. The coment is he key Different cultares hve different social norms For behas for and what is aecepted in one environment may ive Hse to em Dorrassment i another, During ove fist stays in Japan visting our colleagues st EQ Japan i Toye for instance, both of us were at fasta bit surprised when our genteel and polite boss sated loudly slurping thete noodles at faneh, Ifone of us did atin midtown ‘Maniatian cestanrant in front of client, we'd be plenty erbar= tased In Tokyo, the nonin ae diferent and so noodle shacping Fran embatrasing to ou Japanese colleagues. La contrast, we uh Fnowingly embacrasced oor Japanese hosts when we hugged them good-bye, And when we realized later what we hael done, we too felt ashamed and embarrassed, Gender andl Emotions Gender has important effects on emotions and emotional intel gener, Out own work, for example, suggests that women may have Tighe advantage in the hard skills of emocional intelligence.” ven thaligh women, 28 group, may be more ewsouonall in tengent an en ares ac vale elt to mem shen they tngage in ceria teadership behaviors, ever though they might hie elleetie: For instance, its acceptable for us, asmales, tobe as Seni ant in poutlaceat work, Our female counterparts. however fe pevceived tot diferently when they atin an assertive mai nev A female exeesive expressing happiness nay be seen as being spically female” and soft, whereas a guy can get avay with his tigi five the hallway, Genser role worms ithe workplace mean thst what is acceptable fora mate executive is not always accept ble for female executive In the temainlerof this book, we explore emotional intelfigence Indep andl pronide both am explanation of is importance and techniques for acquiring oF improving one's work and manage- iment se.