Busniess Essay

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The Business Case for Emotional Intelligence Joshua Freedman Third Edition Publication Date: October 1, 2010 PAGE 1 White Paper The Business Case for Emotional Intelligence Contents Executive Summary ........................................................................................... 3 Introduction ...................................................................................................... 4 Emotional Intelligence....................................................................................... 6 Sales and Customer Loyalty: The Customer Perspective................................... 18 Employee Performance and Retention: The Internal Business Perspective ........ 22 Leadership and Financial Performance: The Bottom Line Perspective .............. 10 Related Research ............................................................................................ 30 Companies Deploying EQ ................................................................................ 32 Conclusion...................................................................................................... 33 Further Reading .............................................................................................. 34 A slide presentation and training module for this e-book are available for sale from the EQ Store www.EQstore.com EQ has twice the power of IQ to predict performance. EQ is also a better predictor than employee skill, knowledge, or expertise.9 PAGE 2 White Paper The Business Case for Emotional Intelligence Executive Summary Emotional intelligence (EQ) is the ability to use emotions effectively. Since the publication of the initial research in 1990, innovative organizations have begun testing how to integrate EQ into training and hiring to gain competitive advantage. It is becoming increasingly clear that these skills are the

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