1. Emotional Intelligence ‘The ability to perceive, access, generate and reflectively regulate emotions so as to promote emotional and intellectual growth.’ Mayer, M. & Salovey, P. (1995)

2. Emotional Intelligence Two psychologists - John Mayer, Ph.D. of University of New Hampshire and Peter Salovey, Ph.D. of Yale University - published two academic papers on emotional intelligence “The ability to monitor one's own and other's feelings and emotions, to discriminate among them and to use this information to guide one's thinking and actions." (1990).

3. Emotional Intelligence Daniel Golman popularised the concept ‘The complex whole of behaviour, capabilities, beliefs and values that enable someone to realise their vision and mission given a context of their choice.’ ( Goleman D. Emotional Intelligence 1996)

4. Emotional Intelligence ‘What makes a leader’ (Goleman D., Harvard Business Review 2006). Study of 188 global businesses: Empathy, self-awareness, motivation and social skills are 90% more important than hard analytical skills e.g. financial management or marketing.

5. Emotional Intelligence ‘It should depend upon the nature of the position. Some jobs require a higher level of emotional intelligence than others such as that of a programmer. Some jobs may actually require emotional intelligence as a critical, job-related skill, such as that of a social worker.’ David Caruso (www.eiskills.com, accessed 2007)www.eiskills.com

6. Emotional Intelligence If you put yourself in a resourceful state, you can access your perseverance, self- confidence, enthusiasm and self-motivation. Department of Work and Pensions Staff Training programme (2002)

7. Emotional Intelligence Recognise your emotions as they happen Manage emotions so they’re appropriate Motivate yourself Recognise others’ emotions empathically Handle relationships constructively Goleman D. The Five Domains of Emotional Intelligence

8. Emotional Intelligence You need to recognise what is happening to you and accept the feelings and emotional responses you’re experiencing Reminding yourself of why you are there and what the role’s aims are will help refresh your focus Try to focus on the person not the situation, considering what you already know or can now deduce about them. Goleman D. The Five Domains of Emotional Intelligence