Emotional Intelligence for Managing Results in a Diverse World: The Hard Truth about Soft Skills in the Workplace

201 Pages·2008·2.88 MB·English

by  Lee Gardenswartz

Praise for
Emotional Intelligence for Managing Results in a Diverse World
“Offersavisionofhowweshouldunderstandourselvesandothers.The
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tionsinadiverseworldandusethemtobuildpositiveworkingrelationships.”
—RobertC.Amelio,VicePresident,
DiversityandTalentManagement,Dana-FarberCancerInstitute
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UCLAStaffAffirmativeActionOffice
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—TonyJenkins,MarketPresident,
BlueCrossBlueShieldofFlorida
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(andallemployees)theskillsandtoolsnecessarytosuccessfullymanage
thecomplexemotionsthatimpactallofourdailyinteractions.Thosewho
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—CoryA.Cancila,1stVicePresident–EmployeeRelations,
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Ithasmadethetopicofemotionalintelligencemoreuser-friendlyand
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—MarjorieTrogdonShock,
LCSW,AcademicandStaffAssistanceProgramTherapist,
UniversityofCalifornia,DavisMedicalCenter
“Clear,concise,practical,anduser-friendly.Thisbookisa‘musthave’for
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Emotional Intelligence
for Managing Results in a Diverse World

Emotional Intelligence
for Managing Results
in a Diverse World
The Hard Truth About Soft Skills in the Workplace
Lee Gardenswartz
Jorge Cherbosque
Anita Rowe
Davies-BlackPublishing
MountainView,California
PublishedbyDavies-BlackPublishing,adivisionofCPP,Inc.,1055JoaquinRoad,2ndFloor,
MountainView,CA94043;800-624-1765.
SpecialdiscountsonbulkquantitiesofDavies-Blackbooksareavailabletocorporations,pro-
fessionalassociations,andotherorganizations.Fordetails,contacttheDirectorofMarketing
andSalesatDavies-BlackPublishing:650-691-9123;fax[phone].
Copyright2008byLeeGardenswartz,JorgeCherbosque,andAnitaRowe.Allrightsreserved.
Noportionofthisbookmaybereproduced,storedinaretrievalsystem,ortransmittedinany
formormediaorbyanymeans,electronic,mechanical,photocopying,recording,orotherwise,
withoutthepriorwrittenpermissionofthepublisher,exceptinthecaseofbriefquotations
embodiedincriticalarticlesorreviews.
AffirmativeIntrospection,Self-Governance,InterculturalLiteracy,andSocialArchitecting
copyright©EmotionalIntelligenceandDiversityInstitute.
Davies-BlackanditscolophonareregisteredtrademarksofCPP,Inc.
VisittheDavies-BlackPublishingWebsiteatwww.daviesblack.com.
PrintedintheUnitedStatesofAmerica
12 11 10 09 08 10 9 8 7 6 5 4 3 2 1
LibraryofCongressCataloging-in-PublicationData
Gardenswartz,Lee.
Emotionalintelligenceformanagingresultsinadiverseworld:thehardtruthaboutsoft
skillsintheworkplace/LeeGardenswartz,JorgeCherbosque,AnitaRowe.
p.cm.
Includesbibliographicalreferencesandindex.
ISBN978-0-89106-255-4(hardcover)
1.Diversityintheworkplace. 2.Emotionalintelligence. I.Cherbosque,Jorge. II.Rowe,
Anita. III.Title.
HF5549.5.M5G3652008
658.4'094—dc22
2008015766
FIRSTEDITION
Firstprinting2008
Contents
ListofActivities,Checklists,Figures,andTable ix
AbouttheAuthors xi
Introduction xv
1 YouCan’tLeaveYourFeelingsatHome 1
2 We“Can’tAllJustGetAlong” 15
3 AffirmativeIntrospection—TakingaLookInside 43
4 Self-Governance—GettingaHandleonYourFeelings 71
5 InterculturalLiteracy—ReadingOthersAccurately 97
6 SocialArchitecting—EnrollingandEngagingOthers 129
7 CoachingIndividualsforEmotionalIntelligenceinYour
DiverseWorkplace 155
8 CoachingTeamsforEmotionalIntelligenceinYourDiverse
Workplace 167
Afterword 177
Notes 179
Index 181
vii

Activities, Checklists, Figures, Table
Activities
1 IdentifyingPersonalityTraitPreferences 21
2 TakingtheEmotionalIntelligenceandDiversityQuiz 40
3 ApplyingtheIntrospectiveProcess 51
4 KnowingYourValues 56
5 LivingYourValues 58
6 ComparingValuesatWork 59
7 AssessingYourComfortinYourOwnSkin 63
8 UsingMentalBoardMembers 76
9 NavigatingtheProcessofChange 83
10 RewritingYourSelf-Talk 89
11 BeingGratefulforTenThings 90
12 GoverningAngerwithSelf-Talk 94
13 UnderstandingYourCulturalOrientation 108
14 ShiftingCommunicationStyles 142
15 HowEngagingIsYourWorkEnvironment? 148
ix