Preface What this book covers Who this book is for Reader feedback Customer support Downloading the color images of this book Errata Piracy Questions What is Emotional Intelligence? The importance of emotional intelligence for IT professionals What is emotional intelligence? Perceiving emotions Using emotions Understanding emotions Managing emotions The difference between emotions and feelings What are emotions? What are feelings? The five universal emotions plus calm States of anger Actions of anger Triggers of anger States of enjoyment Actions of enjoyment Triggers of enjoyment States of fear Actions of fear Triggers of fear States of sadness Actions of sadness Triggers of sadness States of disgust Actions of disgust Triggers of disgust Summary The Neuroscience Behind Emotional Intelligence The three functional brains The primitive brain The limbic system The cerebrum Emotions and the emotional brain Neuroscience behind decision making Neuroscience behind mindfulness Neuroscience behind gratitude Neuroscience behind empathy Summary Core Emotional Intelligence Skills IT Professionals Need Self-awareness What is self-awareness? The core skills of self-awareness Accurate self-awareness Accurate self-assessment Self-confidence Benefits of having high self-awareness Consequences of having low self-awareness Self-expression What is self-expression? Core skills of emotional self-expression Expressing positive emotions Expressing negative emotions Expressing emotions face to face Consequences of a bad self-expression Self-regulation What is self-regulation? Core skills of self-regulation Self-control Adaptability Achievement orientation Initiative Benefits of good self-regulation Consequences of lack of self-regulation Social awareness What is social awareness? Core skills of social awareness Empathy Awareness and acknowledgment Sensitivity Organizational awareness Service orientation Benefits of having great social awareness Consequences of lacking social awareness Social skills What are social skills? Core of social skills Ethical influence Emotional intelligence leadership Developing others Building bonds Change catalyst Conflict management Communication The benefits of having great social skills The consequences of having bad social skills Summary How to Build an Emotionally Intelligent IT Organization Does an organization have emotional intelligence? The three dimensions in which the organization operates The first dimension - the company Purpose Transparency Mission and vision Values Principles The second dimension - the team Strategies to enhance the office environment The third dimension - the service Strategies to enhance customer support Strategies to enhance your sales team Summary How to Be an Emotionally Intelligent IT Manager Know yourself and your people Emotional intelligence and the Myers-Briggs personality types The ENTJ personality type The ESTJ personality type The ISTJ personality type The INFJ personality type The INTP personality type Strategies to better manage extroverts and introverts Guidelines to better managing extroverts Guidelines to better managing introverts Summary How to Be an Emotionally Intelligent IT Leader What is the leadership of the future? The mindset of the emotionally intelligent leader of the future The six emotional intelligent leadership styles Commanding leadership style Visionary leadership style Affiliative leadership style Democratic leadership style Pace setting leadership style Coaching leadership style Do you know your type of leadership? The 3D leadership of the future Self (first dimension) Self-awareness Strategies to enhance accurate self-awareness Strategies to enhance accurate self-assessment Strategies to enhance confidence Self-management Strategies to enhance self-control Strategies to enhance trustworthiness Trust in virtual teams Strategies to enhance conscientiousness Strategies to enhance adaptability Strategies to enhance your achievement orientation Strategies to enhance initiative Others (second dimension) Social awareness Strategies to enhance empathy Strategies to enhance service orientation Strategies to enhance organizational awareness Strategies to enhance awareness and acknowledgement Service (third dimension) Social Skills Strategies to enhance ethical influence Strategies to enhance emotional intelligent leadership Strategies to enhance developing others Strategies to enhance building bonds Strategies to enhance change catalyst Strategies to enhance conflict management Strategies to enhance empathic communication Summary How to Hire Emotionally Intelligent IT Professionals Best practices to attract the best IT professional fit for a position Best hiring practices for IT Behavioral and situational interviewing Evaluation tests Trials Background evaluation The rules for a better interview outcome Preparing the interview Conducting the interview How to identify the right candidate Evaluating if the candidate has self-assessment ;Looking for affinity in the candidate ;Looking for the willingness and readiness of the candidate to come on board Mastering behavioral and situational interview questions Effective behavioral interview questions Effective situational interview questions Assessing emotional intelligence traits in candidates Assessing emotional intelligence in leadership candidates Sample questions - self-awareness Sample questions - self-management Sample questions - social-awareness Sample questions - relationship management How to look for leadership potential in a candidate Assessing emotionally intelligent management candidates Assessing emotionally intelligent sales people Assess emotional intelligent customer service candidates Summary Preventing Stressful Situations with Emotional Resilience What is emotional resilience? The five pillars of emotional resilience First pillar - stay calm, cool, and collected Keeping calm and cool with annoying co-workers Don't take things personally Handling a high workload without being overwhelmed Second pillar - control your emotions Be mindful during a conflict Self-calm your anger Managing your anxiety Third pillar - create positive emotions daily Fourth pillar - develop self-compassion Fifth pillar - be grateful and forgive Forgive A special word to prevent burnout The main causes of burnout The red flags of burnout How to prevent burnout Build or expand your social network Changing your life's outlook Have a healthy lifestyle Summary Bibliography