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Leadership: The Power of Emotional Intelligence by Daniel Goleman

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EMOTIONAL HIJACKING

 

Negative emotions – especially chronic anger, anxiety, or a sense of futility – powerfully disrupt work, hijacking attention from the task at hand. For instance, in a Yale study of moods and their contagion, the performance of groups making executive decisions about how best to allocate yearly bonuses was measurably boosted by positive feelings and was impaired by negative ones. Significantly, the group members themselves did not realize the influence of their own moods.33

Of all the interactions at an international hotel chain that pitched employees into bad moods, the most frequent was talking to someone in management. Interactions with bosses led to bad feelings – frustration, disappointment, anger, sadness, disgust, ...

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