Emotional Competence Framework
Distilled from multiple sources by
The Consortium for Research on Emotional Intelligence in Organizations
This model is based on emotional intelligence (EI) competencies that have been identified in 
research at hundreds of corporations and organizations. Unlike mental competencies (as measured by IQ), which tend to stay static, emotional competencies can be learned and developed. This development reaches a tipping point at which top performers break away from the average. Outstanding performers in an organization typically exhibit excellence in at least six competencies, and demonstrate strength in at least one competency from each of the clusters.
* Basic competencies for customer service providers
** Higher-level competencies for customer service providers
*** Competencies for customer service leaders
PERSONAL COMPETENCE
Self-Awareness
EMOTIONAL AWARENESS: Recognizing one’s emotions and their effects. People with this competence:
* Know which emotions they are feeling and why
* Realize the links between their feelings and what they think, do, and say
* Recognize how their feelings affect their performance
** Have a guiding awareness of their values and goals
ACCURATE SELF-ASSESSMENT: Knowing one’s strengths and limits. People with this competence are:
*Aware of their strengths and weaknesses
* Reflective, learning from experience
* Open to candid feedback, new perspectives, continuous learning, and self-development
**Able to show a sense of humor and perspective about themselves
SELF-CONFIDENCE: Sureness about one’s self-worth and capabilities. People with this competence:
**Present themselves with self-assurance; have "presence"
**Can voice views that are unpopular and go out on a limb for what is right
**Are decisive, able to make sound decisions despite uncertainties and pressures
Self-Regulation
SELF-CONTROL: Managing disruptive emotions and impulses. People with this competence:
*Manage their impulsive feelings and distressing emotions well
*Stay composed, positive, and unflappable even in trying moments
**Think clearly and stay focused under pressure
TRUSTWORTHINESS: Maintaining standards of honesty and integrity. People with this competence:
*Act ethically and are above reproach
*Build trust through their reliability and authenticity
*Admit their own mistakes
**Confront unethical actions in others
**Take tough, principled stands even if they are unpopular
CONSCIENTIOUSNESS: Taking responsibility for personal performance. People with this competence:
*Meet commitments and keep promises
*Hold themselves accountable for meeting their objectives
*Are organized and careful in their work
ADAPTABILITY: Flexibility in handling change. People with this competence:
*Smoothly handle multiple demands, shifting priorities, and rapid change
*Adapt their responses and tactics to fit fluid circumstances
*Are flexible in how they see events
INNOVATIVENESS: Being comfortable with and open to novel ideas and new information. People with this competence:
**Seek out fresh ideas from a wide variety of sources
**Entertain original solutions to problems
**Generate new ideas
**Take fresh perspectives and risks in their thinking
Self-Motivation
ACHIEVEMENT DRIVE: Striving to improve or meet a standard of excellence. People with this competence:
**Are results-oriented, with a high drive to meet their objectives and standards
***Set challenging goals and take calculated risks
**Pursue information to reduce uncertainty and find ways to do better
*Learn how to improve their performance
COMMITMENT: Aligning with the goals of the group or organization. People with this competence:
**Readily make personal or group sacrifices to meet a larger organizational goal
**Find a sense of purpose in the larger mission
*Use the group’s core values in making decisions and clarifying choices
**Actively seek out opportunities to fulfill the group’s mission
INITIATIVE: Readiness to act on opportunities. People with this competence:
***Are ready to seize opportunities
**Pursue goals beyond what’s required or expected of them
*Cut through red tape and bend the rules when necessary to get the job done
***Mobilize others through unusual, enterprising efforts
OPTIMISM: Persistence in pursuing goals despite obstacles and setbacks. People with this competence:
**Persist in seeking goals despite obstacles and setbacks
**Operate from hope of success rather than fear of failure
*See setbacks as due to manageable circumstance rather than a personal flaw
SOCIAL COMPETENCE
Social Awareness
EMPATHY: Sensing others’ feelings and perspective, and taking an active interest in their concerns. People with this competence:
*Are attentive to emotional cues and listen well
*Show sensitivity and understand others’ perspectives
*Help out based on understanding other people’s needs and feelings
SERVICE ORIENTATION: Anticipating, recognizing, and meeting customers’ needs. People with this competence:
*Understand customers’ needs and match them to services or products
*Seek ways to increase customers’ satisfaction and loyalty
*Gladly offer appropriate assistance
*Grasp a customer’s perspective, acting as a trusted advisor
DEVELOPING OTHERS: Sensing what others need in order to develop, and bolstering their abilities. People with this competence:
***Acknowledge and reward people’s strengths, accomplishments, and development
***Offer useful feedback and identify people’s needs for development
***Mentor, give timely coaching, and offer assignments that challenge and grow a person’s skill.
LEVERAGING DIVERSITY: Cultivating opportunities through diverse people. People with this competence:
*Respect and relate well to people from varied backgrounds
**Understand diverse worldviews and are sensitive to group differences
***See diversity as opportunity, creating an environment where diverse people can thrive
*Challenge bias and intolerance
POLITICAL AWARENESS: Reading a group’s emotional currents and power relationships. People with this competence:
***Accurately read key power relationships
***Detect crucial social networks
***Understand the forces that shape views and actions of clients, customers, or competitors
**Accurately read situations and organizational and external realities
Social Skills
INFLUENCE: Wielding effective tactics for persuasion. People with this competence:
**Are skilled at persuasion
**Fine-tune presentations to appeal to the listener
***Use complex strategies like indirect influence to build consensus and support
***Orchestrate dramatic events to effectively make a point
COMMUNICATION: Sending clear and convincing messages. People with this competence:
*Are effective in give-and-take, registering emotional cues in attuning their message
*Deal with difficult issues straightforwardly
*Listen well and seek mutual understanding, and welcome sharing of information fully
***Welcome sharing of information fully
***Foster open communication and stay receptive to bad news as well as good
LEADERSHIP: Inspiring and guiding groups and people. People with this competence:
***Articulate and arouse enthusiasm for a shared vision and mission
***Step forward to lead as needed, regardless of position
***Guide the performance of others while holding them accountable
***Lead by example
CHANGE CATALYST: Initiating or managing change. People with this competence:
***Recognize the need for change and remove barriers
***Challenge the status quo to acknowledge the need for change
***Champion the change and enlist others in its pursuit
***Model the change expected of others
CONFLICT MANAGEMENT: Negotiating and resolving disagreements. People with this competence:
*Handle difficult people and tense situations with diplomacy and tact
**Spot potential conflict, bring disagreements into the open, and help deescalate
***Encourage debate and open discussion
**Orchestrate win-win solutions
BUILDING BONDS: Nurturing instrumental relationships. People with this competence:
***Cultivate and maintain extensive informal networks
***Seek out relationships that are mutually beneficial
**Build rapport and keep others in the loop
*Make and maintain personal friendships among work associates
COLLABORATION AND COOPERATION: Working with others toward shared goals. People with this competence:
**Balance a focus on task with attention to relationships
**Collaborate, sharing plans, information, and resources
***Promote a friendly, cooperative climate
**Spot and nurture opportunities for collaboration
TEAM CAPABILITIES: Creating group synergy in pursuing collective goals. People with this competence:
***Model team qualities like respect, helpfulness, and cooperation
***Draw all members into active and enthusiastic participation
***Build team identity, esprit de corps, and commitment
***Protect the group and its reputation; share credit
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