Emotional Intelligence in Talent Development

CHAPTER 7

Communication

Riley and Cale’s Conversation

As a seasoned instructional systems designer with more than 30 years of experience, Riley was quite talented at creating training programs that worked well across a wide variety of subjects. Her classroom products were innovative and successful so long as facilitators paid close attention to the nuances of her unusual but creative approaches. When evaluations came back indicating that Cale, one of her newest facilitators, was struggling, it became clear that she needed to have a conversation with him. Unfortunately, communication between the two of them did not flow. Riley attempted to make her points clear but came off as bossy and insensitive. Cale, meanwhile, shy by nature, withdrew from ...