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The Manager's Pocket Guide to Emotional Intelligence: From Management to Leadership by Emily A. Sterrett

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CHAPTER 8

The Role of Empathy in Emotional Intelligence

When Ed arrived at the office after his breakfast meeting, he noticed that his assistant Pat was sitting slouched at her desk. Always pleasant and cheerful and a diligent worker, she did not even look up when he came in, as if she wasn’t aware of his arrival. Ed took one look and sensed that something was wrong. He proceeded to his office to put his things away, and then decided to go see what might be wrong. He went up to her desk and said kindly, “Hi, Pat. Is anything wrong?” She looked at him sadly and just shrugged her shoulders. He said, “I’ll help you if I can. Would you like to come into my office and talk about it?” Pat hesitated a minute and then got up from her desk and followed ...

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