Emotional Competence Framework

Publication Date 1998

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SOURCES: This generic competence framework distills findings from: MOSAIC competencies for professional and administrative occupations (U.S. Office of Personnel Management); Spencer and Spencer, Competence at Work; and top performance and leadership competence studies published in Richard H. Rosier (ed.), The Competency Model Handbook, Volumes One and Two (Boston : Linkage, 1994 and 1995), especially those from Cigna, Sprint, American Express, Sandoz Pharmaceuticals; Wisconsin Power and Light; and Blue Cross and Blue Shield of Maryland. Much of the material that follows comes from Working with Emotional Intelligence by Daniel Goleman (Bantam, 1998).

 

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 and 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, seek mutual understanding, and 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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