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Emotional and Cultural Intelligence - D082 With Correct Answers Graded A+
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10/11/24, 9:36 AMEmotional and Cultural Intelligence - D082
Jeremiah
Terms in this set (102)
A company initiates a recycling campaign - Relationship management
on its campus. After watching an employee
toss recyclable materials into the trash, a *focuses on building and maintaining relationships to create positive influence. This
manager speaks with the employee and includes inspiring the employee to do what is best for the company by choosing to
explains that everyone must do their part to recycle materials and reduce the impact of waste on the environment.
reduce the impact of waste on the
environment. The manager then expresses
appreciation for the employee's
contribution to a clean and sustainable
campus.
Which domain of emotional intelligence
(EI) is the manager using?
An employee has been getting behind in - Demonstrate the ability to use empathy skills to resolve conflicts.
work and seems distracted, so the manager
stopped by to talk. The manager was going *The employee can acknowledge the internal emotions of the coworker and
to make it clear that the team needed to identifies with the problem. The solution used is one that the colleague would want
put forth more effort. When the to have used on them.
conversation started, the manager found
out the reason for the lack of productivity
was because the employee had recently
lost a family member. After learning this,
the manager changed their approach and
asked how the team could help during this
difficult time.
Which domain of emotional intelligence is
being displayed by this manager?
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An irate customer approaches the - Engaging and detaching from an emotional state with the customer
customer service counter at a store and
complains loudly about a missing part in a *The associate did not respond angrily back to the customer and spoke with the
product. The associate understands that the manager to process the refund.
customer is upset and purposefully does
not respond in anger or let emotions take
over. The associate speaks with the
manager to process a refund.
Which part of the emotional intelligence
(EI) process is being used by this associate
to resolve the situation?
An individual is confident in understanding - Perceiving how others feel
their own emotions but is still learning how
best to interact with coworkers to persuade *This individual should work on perceiving the emotions and feelings of others so
them to a personal point of view. emotions and feelings can be communicated in a better way.
Which emotional intelligence (EI) skill
assists with reaching this goal?
Emotional intelligence is a relatively new concept. It should not be confused with
cognitive intelligence. While cognitive intelligence denotes skills associated with
What Is Emotional Intelligence?
problem-solving and understanding information, emotional intelligence is more
subtle
Research scientists Peter Salovey and John 1. Self- Awareness
Mayer describe emotional intelligence as "a 2. Self- Management
form of social intelligence that involves the 3. Social Awareness
ability to monitor one's own and others' 4. Relationship Management
feelings and emotions, to discriminate
among them, and to use this information to
guide one's thinking and action" (Salovey &
Mayer, 1990).
It is helpful to think of emotional
intelligence as being composed of four
domains.
What are the domains?
1. Emotional Awareness
2. Accurate self-assessment
What is self-awareness? 3.Self-confidence
- Denotes the ability to know yourself and understand your feelings
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1. Emotional self-control
2. Transparency
3.Adaptability
4.Achievement
5.Initiative
6.Optimism
- Emotional self-control is a core component of emotional maturity; the ability to
control your feelings and express them appropriately is a fundamental aspect of self-
What is self-management? management.
-Achievement orientation refers to how goal-oriented you are and your ability to
work toward your goals.
-Adaptability refers to how resilient you are and your ability and willingness to
change course when necessary.
-Positive outlook is a term that connotes your view of the world. Do you hope for the
best and prepare for success?
1. Empathy
2. Organizational Awareness
3. Service Orientation
-Empathy is the ability to form connections with others while understanding and
What is social Awareness?
acknowledging their emotions and points of view.
-Organizational awareness denotes the ability to effectively articulate your own
perspective and sense whether your message is getting across and making an
impact.
1. Developing others
2. Inspirational leadership
3. Chage catalyst
4. Influence
5. Conflict management
6. Teamwork & Collaboration
-Inspirational leadership should be a familiar term; it connotes good mentorship,
admirable modeling, and your ability to bring out great qualities in others.
What is Relationship Management?
-Influence is a term that involves articulating points in persuasive, clear ways that
effectively motivate others.
Conflict management is the practice of skills that improve relationships while settling
disputes, differences of opinion, and misunderstandings.
-Coach and mentor is a single term for two processes that help others build their
skills and knowledge.
-Teamwork and collaboration is a single term that denotes your ability to work with
others in an effective manner.
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