Apply Emotional Intelligence to Your Testing

MM Half-day Tutorials

5/5/2014 1:00:00 PM

Apply Emotional

Intelligence to Your Testing

Presented by:

Thomas McCoy

Australian Department of Social Services

Brought to you by:

340 Corporate Way, Suite 300, Orange Park, FL 32073

888-268-8770 ∙ 904-278-0524 ∙ [email protected] ∙ www.sqe.com

Thomas McCoy Australian Department of Social Services

Australian software testing professional, teacher, and journalist Thomas McCoy has worked in the IT industry for more than two decades. Much of this time was spent as a software developer and IT manager with Australian government agencies. Wanting to make a greater contribution to software quality, Thomas re-oriented his career into the emerging discipline of software testing and has been an enthusiastic promoter of the profession ever since. At conferences in Australia, New Zealand, Canada, Asia, and the United States, Thomas is a popular keynote speaker, who has received several best presentation awards. You can reach Thomas [email protected].

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Getting Your Message Across 1

Apply Emotional Intelligence Apply Emotional Intelligence to Your Testingto Your Testing

Thomas McCoyThomas McCoyBJourn, BSc, DipEd, MInfTechBJourn, BSc, DipEd, MInfTech

Canberra, AustraliaCanberra, Australia

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Privacy AgreementPrivacy Agreement

Because some of the topics Because some of the topics

in this session may relate to in this session may relate to

sensitivesensitive thoughts and thoughts and

feelings, could I ask you to feelings, could I ask you to

keep the discussions taking keep the discussions taking

place today confidential? place today confidential?

Thanks. Thanks. ☺☺☺☺☺☺☺☺


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TopicsTopics•• IntroductionIntroduction

•• What What is is Emotional Emotional Intelligence?Intelligence?

•• How high How high isisyour EI?your EI?

•• MotivationMotivation

•• ConflictConflict

•• StressStress

•• Anger Anger ManagementManagement

•• Assertiveness Assertiveness

•• Nonverbal Nonverbal CommunicationCommunication

•• Listening Listening SkillsSkills

•• EmpathyEmpathy

•• Feedback Feedback

•• Introversion and Introversion and ExtroversionExtroversion

•• Inspiring Others Inspiring Others

•• Summary Summary and and Key Key PointsPoints


IntroductionIntroduction

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What What is is Emotional Emotional Intelligence?Intelligence?


What are emotions?What are emotions?

•• Impulses to actImpulses to act

•• Root of word is Root of word is “motere” (Latin “motere” (Latin verb “to move”) verb “to move”) plus prefix “eplus prefix “e--” to ” to connote “move connote “move away”away”


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Emotional IntelligenceEmotional IntelligencePopularised in 1995 by Popularised in 1995 by

New York Times New York Times science science

journalist andjournalist and

Harvard University Harvard University

psychologist,psychologist,

Dr Dr Daniel Goleman Daniel Goleman

through enormously through enormously

successful booksuccessful book


“EI “EI is about how well we handle is about how well we handle ourselves and our relationshipsourselves and our relationships.”.”•• Self Self AwarenessAwareness

�� Knowing what we feel and Knowing what we feel and why (can why (can help good intuition help good intuition and decision and decision making)making)

•• Self Self ManagementManagement�� Handling Handling distressing distressing emotions in an emotions in an effective effective wayway�� Being in tune with negative emotions when we need Being in tune with negative emotions when we need to to

but also generating but also generating positive emotions positive emotions e.ge.g. enthusiasm. enthusiasm

•• EmpathyEmpathy�� Knowing what other people Knowing what other people are are feelingfeeling

•• Social SkillsSocial Skills�� Being able to interact positively with Being able to interact positively with other other peoplepeople


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What is EI?What is EI?

The ability to use our The ability to use our

understanding of emotions, understanding of emotions,

in ourselves and others, to in ourselves and others, to

deal effectively with people deal effectively with people

and problems in a way that and problems in a way that

reduces anger and hostility, reduces anger and hostility,

develops collaborative effort, develops collaborative effort,

enhances lifeenhances life--balance and balance and

produces creative energy.produces creative energy.

Tester Developer


Four key EI skillsFour key EI skills

••Self AwarenessSelf Awareness

••SelfSelf--ManagementManagement

••Social AwarenessSocial Awareness

••Relationship Relationship

ManagementManagement


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SelfSelf--awarenessawareness

•• Emotional selfEmotional self--awarenessawareness

•• Accurate selfAccurate self--assessmentassessment

•• Self confidenceSelf confidence

Being aware of your own emotions and recognising Being aware of your own emotions and recognising their impacttheir impact


SelfSelf--managementmanagement

•• Emotional selfEmotional self--controlcontrol

•• Achievement orientationAchievement orientation

•• TransparencyTransparency

•• OptimismOptimism

•• AdaptabilityAdaptability

•• InitiativeInitiative

Keeping disruptive emotions and impulses under Keeping disruptive emotions and impulses under controlcontrol Is that a

bug?


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Social awarenessSocial awareness

•• EmpathyEmpathy

•• Organisational Organisational

awarenessawareness

•• Service Service

orientationorientation

Being able to tune into how others feel and to read Being able to tune into how others feel and to read situationssituations


Project Retrospective

Relationship managementRelationship management

•• Developing othersDeveloping others

•• Inspirational leadershipInspirational leadership

•• InfluenceInfluence

•• Change catalystChange catalyst

•• Conflict managementConflict management

•• Teamwork and collaborationTeamwork and collaboration

Being able to guide the emotional tone of the groupBeing able to guide the emotional tone of the group


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Amygdala

“Amygdala Hijack”


EI: What it is and isn’tEI: What it is and isn’t•• It’s self awareness, not self obsessionIt’s self awareness, not self obsession

•• It’s managing feelings so they’re expressed It’s managing feelings so they’re expressed

appropriately; it’s not suppressing emotions or appropriately; it’s not suppressing emotions or

giving in to themgiving in to them

•• It’s handling relationships and this doesn’t It’s handling relationships and this doesn’t

necessarily mean “being nice”. (For example, EI can necessarily mean “being nice”. (For example, EI can

mean confronting someone with an uncomfortable mean confronting someone with an uncomfortable

truth like “your program needs to be rewritten”)truth like “your program needs to be rewritten”)


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“IQ gets you hired,

but EQ gets you

promoted.”

Anonymous


“The secret of success is sincerity.

Once you can fake that you’ve got it

made.”


Jean Giradoux

Successful french writer and diplomat

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How high is your EI?How high is your EI?


EI Self AssessmentEI Self Assessment

•• Read through the 15 Read through the 15 questions on the handout questions on the handout and place a tick in the box and place a tick in the box next to your chosen answernext to your chosen answer

•• Don’t spend too much time Don’t spend too much time on any questionon any question

•• Be honest Be honest ☺☺☺☺☺☺☺☺


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How did you go?How did you go?

ScoreScore MeaningMeaning

Above 38 Excellent

25 - 37Good, but room for

improvement

0 - 24 Needs some work

Please note that this test is just supposed to give

you a rough indication, and a “flavour” for EI; it

is not a serious psychological instrument.


How can we use EI in testing?1. In test execution, we can trust our

intuition and feelings to revealsomething about the systemwe are testing:

� anger� confusion� frustration� surprise� impatience� amusement

2. In the broader testing context, it applies to the many, complex interactions that happen in an IT project


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Connecting emotionallywith end users

Is this the user’s reality?


MotivationMotivation


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Why are you in testing?

Did you choose testing …

… or did testing

choose you?


The Testing Mindset

• Like to break things

• Like to criticise

• Cynical

• Inquisitive

• Pedantic

•Attention to detail

•Meticulous

•Persistent

•Pessimistic

•Sceptical


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What motivates you about testing?

� Money

� Finding bugs

� Criticising the developers

� Being part of the team

� Contributing to quality

� Helping the company

� Intellectual challenge

� Protecting the end user

Give me a hug,

I found a bug!


What motivates other roles in the IT project?

• Senior Manager: everything under control

• Project Manager:cost and schedule

• Business Analyst: required features are implemented

• Developer: code runs correctly

• Marketing: popular features are included, product ships on time

Implement NOW!


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Conflict

ConflictConflict

•• Our profession, with Our profession, with

its high risks, is a its high risks, is a

breeding ground for breeding ground for

conflictconflict

•• We constantly face We constantly face

unrealistic deadlines, unrealistic deadlines,

stress, anger and stress, anger and

frustrationfrustration


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Conflict resolutionConflict resolution1.1. View person as a potential allyView person as a potential ally

2.2. Clarify perceptions: yours and theirsClarify perceptions: yours and theirs

3.3. Focus on shared goalsFocus on shared goals

4.4. If past issues are stopping you from If past issues are stopping you from moving forward they may need to be moving forward they may need to be discusseddiscussed

5.5. Try to be empathic and good humouredTry to be empathic and good humoured

6.6. Follow up on any agreements in writing Follow up on any agreements in writing to avoid disagreements laterto avoid disagreements later


If all that fails …If all that fails …•• Maybe you’re dealing with an office Maybe you’re dealing with an office

psychopathpsychopath

•• Sometimes it’s not you, it’s themSometimes it’s not you, it’s them

Book was written by a Sydney Book was written by a Sydney

forensic psychologist, who gave a forensic psychologist, who gave a

lecture on criminal psychopaths, lecture on criminal psychopaths,

and afterwards an audience and afterwards an audience

member came up and said “that’s member came up and said “that’s

just like someone I work with”. just like someone I work with”.

This inspired him to write the This inspired him to write the

book.book.


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Stress

StressStress

The experience of a The experience of a

threat to our wellthreat to our well--

being which gives being which gives

rise to a rise to a

physiological physiological

reaction to prepare reaction to prepare

us for fight or flight.us for fight or flight.


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Stress preventionStress prevention•• Exercise and nutritionExercise and nutrition

•• Clarity of purposeClarity of purpose�� clear vision and values so you can focus your clear vision and values so you can focus your

energies e.g. we exist to help the end userenergies e.g. we exist to help the end user

•• Support networkSupport network

•• Life balanceLife balance

•• Self esteemSelf esteem

•• Challenge self defeating beliefsChallenge self defeating beliefs�� e.g. can overwork if you believe you must be e.g. can overwork if you believe you must be

perfect and never let a bug get past youperfect and never let a bug get past you


Stress managementStress management

•• Be assertive (sometimesBe assertive (sometimeswe need to say “no”)we need to say “no”)

•• RelaxationRelaxation

•• Letting goLetting go�� oof f things that aren’t worththings that aren’t worth

fighting forfighting for

•• AppreciationAppreciation�� oof f what’s going well in lifewhat’s going well in life

•• Calming self talkCalming self talk


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Anger Management


AngerAnger is part of a

defence system to

deal with threat and

usually results from

frustration. People

often either:

�Keep a lid on it

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Dealing with anger

Emotionally Emotionally

IntelligentIntelligent

Emotionally Emotionally

UnintelligentUnintelligent

ActiveActiveAssert

YourselfLet Loose!

PassivePassive Calm Yourself Give In


Self-talk while you’re stewing• I can find a way of saying what I want without being angry

about it

•My anger will upset me, and everyone else

• It’s not about right and wrong, it’s about different needs

• I can keep calm and relax

• It doesn’t help to get upset

• If I lose control, I could lose out

• I’m not going to get wild or insult anyone


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Stopping the amygdala hijack1. Say “STOP” in your head

2. Take a deep breath

3. Breathe out slowly. Relax the muscles in your face, mouth and jaws

4. Take another deep breath

5. Breathe out slowly. Relax the muscles of your shoulders, arms and hands

6. Face the other person. Start again in a calmer state of mind

7. Breathe slowly


Assertiveness


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Assertiveness

I WinI Win I LoseI Lose

You WinYou Win Assertive Passive

You LoseYou Lose Aggressive ????


Assertiveness is being self-assured and

confident without being aggressive

Assertive behaviours

•Refusing requests

• Standing up for your rights

• Expressing personal opinions, including disagreement

• Expressing justified displeasure and anger

• Initiating and maintaining conversation

•Giving and receiving compliments

•Making requests (e.g. asking for favours or help)

• Expressing appreciation


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Assertive verbal skills1. Saying “no”

2. Broken record

3. Forced choice

4. Dismissing andrefocusing

5. Embeddingstatement in question

6. Fogging

7. Asking for details

8. Compromising

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No!No!


Nonverbal Communication

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Communication Element

Words

[VALUE] %

Body

language

[VALUE] %

Voice tone

[VALUE] %


Nonverbals• Touch

• Voice

• Space

• Gestures

• Eye contact

• Facial expressions

• Body movements and posture


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Mirroring


Nonverbal communication• Eye contact

� Duration of contact and expression in eyes

• Facial expression� Is it happy, angry, sad,

masklike, etc?

• Tone of voice� Is it warm, bright and

confident or fearful and constricted?

• Posture and gestures� Relaxed and open?

• Intensity� Reflects the amount of

energy and will vary with situation and audience

• Timing and pace� Are responses coming too

quickly or slowly?

• Sounds that convey awareness and understanding� Such as “hmmm”


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Using your voice

• Paralinguistics: “it’s not what you say but how you say it”.

• Voice tone is 38%::� Emphasis

� Volume

� Pitch

� Inflection

� Articulation

� Pace


“Did you finish the test plan?”

• Did you finish the test plan?(has it been done?)

• Did you finish the test plan?(was it you who finished it?)

• Did you finish the test plan?(is it finished?)

• Did you finish the test plan?(as opposed to some other plan)

• Did you finish the test plan?(as opposed to the test strategy)


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Listening Skills


Time spent on different communication activities


Writing

9% Reading

16%

Speaking

30%

Listening

45%

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Why does listening matter to us?• Obtain richer information than from writing

because we have words and nonverbals

• Can ask questions

• Encourages others to share with us

• Means they will listen to us too

• Helps team members resolvetheir own issues

• Increases our perceived IQ


Whole body listening• facing speaker

• leaning forward

• nodding, smiling

• eye contact

• friendly noises “ah ha”

• mirroring

• not playing on mobile devices


Need to watch and Need to watch and

listen to ensure listen to ensure

words are words are

consistent with consistent with

nonverbalsnonverbals

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Effective listeningEffective listening

•• Clear your headClear your head

•• Listen (don’t be thinking of the Listen (don’t be thinking of the next question)next question)

•• Allow silence (don’t interrupt)Allow silence (don’t interrupt)

•• Don’t daydreamDon’t daydream

•• Use acknowledging responses Use acknowledging responses but don’t just parrot (people but don’t just parrot (people are wise to this)are wise to this)


Things to avoid

• daydreaming

• finishing sentences

• changing subject

• distractions

• mind reading

• premature solution

• focusing on your response


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Active listening

• encouragement

• clarify meaning

• check accuracy

• check feelings

• summarise content

• acknowledge what was said



Empathy

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EmpathyEmpathy•• Sits between Apathy and SympathySits between Apathy and Sympathy

•• Means understanding somebody from Means understanding somebody from theirtheirpoint of view by sensingpoint of view by sensingand experiencing theirand experiencing theirfeelings and perspectivefeelings and perspective

•• We should seek toWe should seek tounderstand before being understoodunderstand before being understood

•• A key skill for testing professionalsA key skill for testing professionalsSTAR East 2014 Version 1.0 61

Empathic questionsEmpathic questions

•• Short general open questionsShort general open questions�� Who, what, where, when, howWho, what, where, when, how

•• EncouragementEncouragement�� Tell me more, go onTell me more, go on

•• Seek clarificationSeek clarification�� In what way did you resolve the issue?In what way did you resolve the issue?

•• Focus on what matters to the personFocus on what matters to the person�� How is that important to you?How is that important to you?


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Why do we need empathy?Why do we need empathy?•• PersuasionPersuasion

�� Means we better understand other person which Means we better understand other person which leads to appreciation of leads to appreciation of their positiontheir position

•• Conflict managementConflict management

�� Conflict is often based on misunderstandingConflict is often based on misunderstanding

•• NetworkingNetworking

�� Empathy helps us develop influenceEmpathy helps us develop influence

•• Client Client needsneeds

�� If we don’t empathise we can’t serve themIf we don’t empathise we can’t serve themSTAR East 2014 Version 1.0 63

Feedback


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Testing Definition (old)Testing Definition (old)

“To tell somebody that he or she

is wrong is called criticism.

To do so officially is

called testing.”


• This role has been fading away

• It eventually became “trusted

advisor” (EI sanitised term)

• And now we are even more

touchy-feely, as members of

self-directed teams

The “Quality Cops?The “Quality Cops?


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Emotionally laden critical Emotionally laden critical termsterms

••BugBug

••DefectDefect

••DeviationDeviation

••ErrorError

••FailFail

••FaultFault

••ProblemProblem

These words are from the These words are from the

ISTQB Glossary and carry ISTQB Glossary and carry

emotional baggage. emotional baggage.

“Incident” is a more “Incident” is a more

neutral term, as is “test neutral term, as is “test

query”.query”.


Vehicles for Vehicles for publicpublic “criticism”“criticism”•• Incident reportsIncident reports

•• Testing summary reportsTesting summary reports

•• EE--mailsmails

•• Team meetings or discussionsTeam meetings or discussions

•• Public conversationsPublic conversations

•• MetricsMetrics

•• Newsletter itemsNewsletter items


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Of course, we are also at the Of course, we are also at the receiving endreceiving end

How do we feel when:How do we feel when:

•• Our incidents are rejected?Our incidents are rejected?

•• Our expertise is questioned?Our expertise is questioned?

•• We are blamed for faults We are blamed for faults

appearing in Production?appearing in Production?


Giving emotionally Giving emotionally intelligent criticismintelligent criticism

1.1. Not in public (if possible)Not in public (if possible)

2.2. Use the kissUse the kiss--kickkick--kiss sandwichkiss sandwich

3.3. Don’t personalise (talk in the abstract)Don’t personalise (talk in the abstract)

4.4. Never, ever, say “don’t be defensive”Never, ever, say “don’t be defensive”

5.5. Praise good things at all timesPraise good things at all times

6.6. Ensure they’re OKEnsure they’re OK

7.7. Admitting our own mistakesAdmitting our own mistakes


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Feedback vs. criticismFeedback vs. criticism

• Feedback is a broader term

than criticism (sometimes

called “negative feedback”)

• While it often features

criticism and unpleasant

observations, it can also

include praise and support


Effective feedback needs to be:


• fair

• accurate

• specific

• structured

• outcome oriented

• focused on behaviour, not person

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Giving Feedback• Do it in private

• Make it a positive experience

• Be sensitive to person’s reactions

• Prepare your comments in advance

• Be specific and give examples

• Use “I” statements e.g. “I feel it might have worked better if …”

• Ask for the person’s response e.g. “what is your reaction?”

• Talk about positives (especially in summing up)

• Provide specific suggestions

Don’t do this


Opening wordsOpening words DescribeDescribe

1. When you… problem behaviour

2. It causes… objective consequences

3. And we feel… feeling

4. Could you… change that is needed

5. This would mean… effect of change

6. We would feel… how people would feel

7. What do you think? give control back to person


A feedback sequenceA feedback sequence

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The internal criticThe internal critic•• Aspiring to high Aspiring to high

standards can standards can make us critical make us critical of ourselvesof ourselves

•• “Professional “Professional pessimism” can pessimism” can spill from the spill from the workplace into workplace into our livesour lives

•• Can lead to Can lead to negative self talknegative self talk

Crikey, how Crikey, how

could you could you

have missed have missed

that?that?

Even Wally Even Wally

would have would have

found it!found it! You’ve You’ve

really really

messed up messed up

big time!big time!


Silencing Silencing the internal criticthe internal critic1.1. Stop the thoughts by yelling “stop” (to yourself)Stop the thoughts by yelling “stop” (to yourself)

2.2. Take some deep breathsTake some deep breaths

3.3. Replace the negative self talkReplace the negative self talk

�� “Everybody sometimes misses a bug; I’ll review my “Everybody sometimes misses a bug; I’ll review my methods to see why”methods to see why”

�� “There’s no telling what Wally would have done and it’s not “There’s no telling what Wally would have done and it’s not relevant”relevant”

�� “I’ve proven my value to the project in the past, I’ll keep “I’ve proven my value to the project in the past, I’ll keep doing that in the future, and can learn from this doing that in the future, and can learn from this experience”experience”


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Learned optimismLearned optimism

OptimistOptimist PessimistPessimist

PermanencePermanence Just a Just a

temporary temporary

setbacksetback

Will go on Will go on

foreverforever

PervasivenessPervasiveness Specific to this Specific to this

situationsituation

Will affect my Will affect my

whole lifewhole life

PersonalisationPersonalisation Was caused by Was caused by

many factorsmany factors

It’s all my It’s all my

faultfault

Different ways of Different ways of thinking about “bad thinking about “bad eventsevents” ” that can also help silence the Internal Criticthat can also help silence the Internal Critic



Introversion and Extroversion

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How they are different

• Introverts get their energy from within and tend to be quiet, thoughtful, and like being alone

• Extroverts get their energy from outside and tend to be talkative, outspoken and love the company of other people


Book by Susan Cain


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Adjusting our style

• Programmer: introvert?

• Tester: introvert/extrovert?

• Sales: extrovert?

• Project manager: extrovert?

• Client: introvert/extrovert?



Inspiring Others

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Words

• Love

• Faith

• Hope

• Belief

• Honour

• Promise

• Connectedness

• A brighter day


Body Language• Intense eye contact

• Sincere expression

• Upright but relaxed posture

• Good hand gestures with lots of pointing

• Shifts around slightly while he speaks, conveys energy

• Uses open gestures and touches heart

• Serious and intense expression, sometimes a half smile


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Voice

• Clear and calm delivery

• Good use of pitch, pace, pause, and

projection

• Speaks more quickly and loudly as he

gets towards the end


Emotions

• Heartfelt and sincere

• Positive and enthusiastic

• Connectedness and community: repeats USA often

• Humility: "my presence here is unlikely", “I owe a

debt”

• Empathy: story about child who can’t read and

senior citizen who can’t get medicine “that

matters to me”


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Techniques• Uses repetition

• Uses famous cliches “I am my brother's

keeper”, “Out of many, one”

• Uses stories with vivid verbal imagery:

“slaves sitting around fire singing”, “naval

officer patrolling”

• Speaks at level the average person can

understand and uses examples they can

relate to



Testing Manifesto

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1. Our primary aim is to protect the organisation, developers and users from defective software.

2. We respect the talents and capabilities of our developer colleagues and appreciate the complexities involved in the software development process.

3. Similarly, we are grateful that our developer colleagues understand and value our testing activities.

4. We are mindful of the fact that our colleagues are often working under substantial time and budget pressures, as we are too.

5. We acknowledge that we also make mistakes.


6. We seek to employ the most efficient and effective testing practices available to uncover issues.

7. While we have no desire to harm, criticise, or adversely affect our developer colleagues, we are nonetheless compelled to serve our primary aim.

8. We will report all issues dispassionately and factually, avoiding emotive expressions, and aiming to avoid apportioning blame on individuals or groups (where possible).

9. If we have raised an issue in error, we will happily cancel it provided an evidence-based explanation is given.

10. We are proud to be working alongside our developer colleagues, and the many other talented project team members, to achieve positive outcomes for all.


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Key Points


Key Points 1• Emotional Intelligence (EI) provides guidance on how to work

effectively with people.

• This is especially relevant to the testing profession, with its

pressures and tight timeframes.

• EI breaks skills down into those relating to self and those

relating to others.

• Unlike IQ, which declines into old age, EI can be improved.

• Your EI assessment result provides some guidance in relation

to improvements you could make.


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Key Points 2

• The amygdala is an area of the brain that can cause a

"meltdown" if we are not in control of our emotions.

• Motivation is important in understanding what drives us and

others.

• Conflict is something we must deal with to be effective.

(Contrary to popular belief, the absence of conflict does not

necessarily mean things are going well.)

• Stress and anger management are important in our profession,

which often involves long hours and weekend work.


Key Points 3

• Assertiveness is a skill we must develop so we are not

constantly dumped on by work.

• Nonverbal communication is important for us to communicate

effectively but also for us to understand the subtexts of the

communication of others.

• The effective use of one's voice can be extremely powerful.

• These days, with hectic schedules and short attention spans

we tend not to listen enough, and this is a skill worth

developing.


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Key Points 4• Empathy is a skill that allows us to understand others more

deeply.

• Feedback must be given sensitively, especially with criticism being a core part of our role.

• We may have to silence our own “internal critic” at times.

• Many of us are introverts, which can present challenges when wanting to participate more fully in team discussions.

• Inspiring others is an important skill and we can draw on a range of EI techniques to achieve this.

• It may be time for us to construct an EI-inspired Testing Manifesto.


Recommended Reading


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Bradberry & Greaves 2009, Bradberry & Greaves 2009, Emotional Intelligence 2.0Emotional Intelligence 2.0

Cain, Susan 2012, Cain, Susan 2012, Quiet: The Power of Introverts in a World Quiet: The Power of Introverts in a World That Can't Stop That Can't Stop TalkingTalking

ClarkeClarke, , John 2007, John 2007, The The Pocket Pocket PsychoPsycho

EllisEllis, , Albert 2002, Albert 2002, Anger: How to Live With and Anger: How to Live With and Without Without ItIt

Goleman, Daniel 1995, Goleman, Daniel 1995, Emotional IntelligenceEmotional Intelligence

GolemanGoleman, , Daniel 2006, Daniel 2006, Social Social IntelligenceIntelligence

Goleman, Goleman, Boyatzis & Boyatzis & McKee McKee 2013, 2013, Primal LeadershipPrimal Leadership

JeffersJeffers, , Susan 2006, Susan 2006, Feel the Fear and Do Feel the Fear and Do It It AnywayAnyway

SeligmanSeligman, , Martin 2006, Martin 2006, Learned Optimism: How to Change Learned Optimism: How to Change Your Mind and Your Mind and Your Your LifeLife

SmithSmith, , Manuel 1985, Manuel 1985, When I Say No, I When I Say No, I Feel Feel GuiltyGuilty

Stein, Steven 2009, Emotional Intelligence for DummiesStein, Steven 2009, Emotional Intelligence for Dummies

WildingWilding, , Christine Christine 2008, 2008, Teach yourself Teach yourself Emotional IntelligenceEmotional IntelligenceSTAR East 2014 Version 1.0 97

Thank You!

An updated version of this presentation will

become available on the STAR East website.

For any enquiries contact:

[email protected]


Technology

Apply Emotional Intelligence to Your Testing