INDEX

Please note that index links point to page beginnings from the print edition. Locations are approximate in e-readers, and you may need to page down one or more times after clicking a link to get to the indexed material.

 

AAA, 68–69, 79–80

Ability, effort vs., 183–184

Action, inaction vs., 182–183

Active listening, 75, 81–82

Allstate, 38

Altieri, Mike, 52

Amazon.com, 66, 74, 82, 84

American Airlines, 66, 69

Anticipation, 15–16, 162–164, 376

Anxieties, addressing, 24

(See also Emotionally intelligent processes)

Apologies, 190–191

Apple Stores, 4, 167

Appraisal theory, 32–36, 49

Areas, Agatha, 75

Arizona Diamondbacks, 53–54, 85, 97, 154

Assessment:

and beginning of encounter, 122–123

of dependent encounters, 127

factors influencing, 119

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