Mastering Workplace Conflict

Play an AI-generated podcast conversation about this lesson

Which sector has been using IQ tests for many years?

Private sector

Public sector

Both private and public sector (correct)

None of the above

According to the Civil Rights Act of 1964, what must employment tests be?

Emotionally intelligent

Physically strong

Job-related and non-discriminatory (correct)

Solely based on IQ tests

What is emotional intelligence (EI) a more accurate predictor of?

Leadership positions

Success in dealing with people (correct)

Intellectual capabilities

Physical strength

Why is emotional intelligence important in leadership roles?

All of the above. Signup and view all the answers

What does the author believe about emotional intelligence?

It can be learned. Signup and view all the answers

How did the department show support to an employee whose husband was gravely ill?

All of the above. Signup and view all the answers

What was the employee's response to the support from the department?

She felt supported and cared for. Signup and view all the answers

Emotional intelligence is important for leaders because it

helps them build strong relationships Signup and view all the answers

Based on the text, what are some examples of actions that leaders can take to show they care about their employees?

Providing support during personal crises Signup and view all the answers

In the example provided, how did the supervisor's behavior impact the employee?

Made the employee feel inadequate Signup and view all the answers

What was the purpose of the author's conversation with the supervisor and the employee?

To explain the impact of their behavior Signup and view all the answers

Why did the author drive to the hospital on Thanksgiving night?

To respond to a call from a patrol officer Signup and view all the answers

What can be said about the author's leadership style?

They believe in leading by example Signup and view all the answers

How did Abraham Lincoln demonstrate his leadership?

By caring deeply about the troops Signup and view all the answers

What happens when individual members of an organization don't feel part of a larger purpose?

They withdraw from the effort Signup and view all the answers

What is the fundamental task of leaders?

To create resonance and positivity in those they lead Signup and view all the answers

What does emotional leadership NOT mean?

Losing control and regularly wearing emotions on your sleeve Signup and view all the answers

What did the leaders the author respected have in common?

They set an example, were competent, and cared about the organization and the author Signup and view all the answers

Why is it important for leaders to care about others?

To accomplish organizational goals and help others be productive members of the team Signup and view all the answers

Why did Lincoln refuse to leave the hospital until he shook the hands of several thousand soldiers?

He wanted to personally thank the soldiers Signup and view all the answers

How did Lincoln feel about sending soldiers to their deaths?

He felt guilty about their deaths Signup and view all the answers

Why did the author start the Peer Support Team?

To provide emotional support for employees dealing with critical events Signup and view all the answers

Why did the author believe having a well-rounded background and experience set is important?

To gain legitimacy and credibility in the agency Signup and view all the answers

What are some examples of soft skills needed to be a good leader?

Emotional intelligence and empathy Signup and view all the answers

What can help employees understand constructive criticism?

All of the above Signup and view all the answers

What does Emotional Intelligence by Goleman conclude about criticisms?

Criticisms should be given and received with empathy Signup and view all the answers

What does Rich Karlgaard state about the importance of soft skills?

Soft skills are gaining currency Signup and view all the answers

What qualities does Angela Ahrendts look for in potential hires?

Cultural compatibility and empathy Signup and view all the answers

What quote does Angela Ahrendts often reference?

"People will forget what you said, people will forget what you did, but people will never forget how you made them feel." - Maya Angelou Signup and view all the answers

What does Angela Ahrendts want to sense in potential hires?

Their genuine care for the impact they make on people Signup and view all the answers

According to Peter Salovey and John D. Mayer, emotional intelligence refers to one’s ability to perceive, control and evaluate emotions in oneself and others, and using that information to guide one’s thinking and actions. What are the four parts of emotional intelligence described by Salovey and Mayer?

The accurate perception of emotion, the ability to reason using emotions, the ability to understand emotion, and the capacity to manage emotions Signup and view all the answers

What is the relationship between personality and emotional intelligence?

Personality provides a base from which emotional intelligence can be developed Signup and view all the answers

Can emotional intelligence be learned or developed?

Yes, emotional intelligence can be learned or developed Signup and view all the answers

What are soft skills?

Soft skills refer to critical abilities such as emotional intelligence Signup and view all the answers