CHAPTER TWOMANAGING EMOTIONS BEGINS WITH ME
In order to deal effectively with feelings, everyone needs to be aware of his or her own full range of emotional states. This will help one to avoid being trapped or hijacked (to use Daniel Goleman’s term) by emotions. Goleman, in his bestselling book, Emotional Intelligence, defines self-awareness as “a neutral mode that maintains self-reflectiveness even amidst turbulent emotions.”1 The term “awareness” is closely linked to both eastern and western philosophical traditions. Socrates, considered by many to be the father of the field, summarized philosophy with the simple phrase “Know thyself.”
Customers come to our businesses riding in on the ship of their own emotions. Service providers join them ...
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