Leading with Emotional Intelligence: Hands-On ... - always yours

DEVELOPING OTHERS TOOLS AND STRATEGIES 209
Assessment
• Did he/she appear to take risks and initiate actions on his/
her own?
• Does this seem to be a habit for him/her; does he/she regularly
and consistently act this way?
• How would you rate the candidate for Initiative—Star or
average?
SELF-CONTROL
• Give me an example of a time when you were very frustrated
with a customer or co-worker. What did you do or say?
• What methods do you use to control yourself or keep
yourself in check? How effective are you at managing your
emotions, on a 1-10 scale?
• What triggers you or pushes your buttons the most with
customers?
Assessment
• Did the candidate give responses that indicate he/she
responds calmly and calms others as a regular habit?
• How would you rate the interviewee for Self-Control—
Star or average?
EMPATHY
• How do you read others’ non-verbals?
• Give me an example of how you demonstrate that you are
open to new ways of looking at things.
• Tell me of a time when a customer, co-worker, or employee
was very upset with you. What did you do or say?
Assessment
• Did the respondent give indications of understanding where
the customer was coming from or why he/she was feeling
that way?