FIGURE 2.1 Continued
AREA OF EMOTIONAL
INTELLIGENCE DEFINITION COMPETENCIES
Self-Control
• Emotional
expression: The
ability to manage
anger, stress,
excitement, and
frustration
• Courage: The ability
to manage fear
• Resilience: The ability
to manage disap-
pointment or failure
Empathy Ability to understand • Respectful listening:
the perspective of Listening respectfully
others to others to develop
a deep under-
standing of others’
points of view
• Feeling impact on
others: The ability to
assess and determine
how situations as well
as one’s words and
actions affect others
• Service orientation:
The desire to help
others
Social Expertness Ability to build genuine