Emotional Intelligence
Understanding the emotions of self and others, managing own emotions, and influencing others.
Level 1. Recognizes emotions in typical situations and their effects on self and others.
BEHAVIORS
- Identifies own emotions based on cognitive, physical, and environmental cues.
- Identifies the impact of own emotions on performance.
- Identifies obvious verbal and non-verbal cues displayed by others.
- Considers the implications before deciding how to respond in an emotional situation.
- Seeks feedback to understand how verbal and nonverbal cues convey own emotions to others.
QUESTIONS
- Describe a situation where you noticed how your emotions were affecting your behaviour.
Probing Questions
* What was the situation?
* What did you need to achieve?
* How did you notice the effects of your emotions?
* What did you do?
* What was the outcome?
- Describe a situation at work where you recognized the emotions others were displaying.
Probing Questions
* What was the situation?
* What did you need to achieve?
* How did you recognize the emotions?
* What did you do?
* What was the outcome?
Level 2. Understands emotions in a range of situations.
BEHAVIORS
- Describes how different situations affect own emotions, identifying causes of emotional reactions.
- Observes others’ non-verbal language and situational cues to identify the emotions they are experiencing.
- Uses strategies to remain professional in emotionally charged situations.
- Expresses empathy for others’ experiences and feelings.
- Identifies how others’ behaviors may be affected by their emotions and drives.
QUESTIONS
- Describe a time when you needed to identify the causes of your own emotions at work.
Probing Questions
* What was the situation?
* How did you identify the cause(s) of your emotions?
* What did you do when you recognized the cause of your emotion?
* What was the outcome?
- Describe a situation where you needed to identify the underlying emotions behind someone else’s behaviour at work.
Probing Questions
* What was the situation?
* How did you identify the emotion they were experiencing?
* What did you do when you recognized the cause of their behaviour?
* What was the outcome?
Level 3. Manages emotions in a range of situations.
BEHAVIORS
- Identifies possible emotions that will be constructive or disruptive based on the situation and the objective.
- Interprets others’ emotions, including subtle nuances, in a variety of situations using verbal and nonverbal cues.
- Uses probing questions to gain a deeper understanding of others’ behaviors and emotions.
- Applies multiple techniques to manage own emotions.
- Reflects on interactions with others in order to understand how own emotions and behaviors impact the situation.
QUESTIONS
- Describe a situation where you uncovered others’ emotions which were not obvious at first.
Probing Questions
* What was the situation?
* What did you need to achieve?
* What did you do?
* What was the outcome?
- Describe a situation where you managed your own emotions in order to be effective.
Probing Questions
* What was the situation?
* What did you need to achieve?
* How did you manage your emotions?
* What was the outcome?
Level 4. Leverages emotions to improve performance.
BEHAVIORS
- Analyzes the outcomes of own actions, including the impact of emotions, in order to understand own strengths and weaknesses.
- Anticipates others’ emotional responses in a wide variety of scenarios and how that might affect their behavior.
- Uses various techniques to induce constructive emotions, in order to improve performance and cope with ambiguity.
- Uses verbal and non-verbal behaviors to influence the emotions of others.
- Coaches others on how to become more reflective and aware of their emotions.
QUESTIONS
- Describe a situation where you influenced others’ emotions in order to improve performance.
Probing Questions
* What was the situation?
* What did you need to achieve?
* What did you do?
* What was the outcome?
- Describe a situation where you helped others understand their emotions.
Probing Questions
* What was the situation?
* What did you need to achieve?
* What did you do?
* What was the outcome?
Level 5. Inspires others through emotions.
BEHAVIORS
- Builds an environment that encourages others to develop an understanding of their emotions and the emotions of others.
- Tailors communication based on anticipated emotional responses from others.
- Maintains composure in high stress situations, keeping others focused and productive.
- Inspires others by demonstrating positive emotions in challenging times.
- Generates commitment among others to the organization’s vision and values by appealing to their emotions.
QUESTIONS
- Describe a situation where you appealed to others’ emotions to get support for the organization’s vision.
Probing Questions
* What was the situation?
* What did you need to achieve?
* What did you do?
* What was the outcome?
- Describe a stressful situation where you helped others maintain composure and focus.
Probing Questions
* What was the situation?
* What did you need to achieve?
* What did you do?
* What was the outcome?