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JIMINY SELF-HELP HANDBOOK 14

Emotion Body Speech Face

Joy • head tilted up • increased pitch • corners of the lips are drawn
• chest out • increased loudness back and up
• arms out • increased rate of • teeth exposed
• upwards speech • raised cheeks
movemen • crow’s feet near the outside of
t the eyes
• fast and
energetic
movemen
t
• Jumping
Anger • head tilted • increased pitch • tensed lower eyelid
dow • increased loudness • bulging eyes
n • increased rate of • firmly pressed lips
• arms forward
speech • corners of lips down
• fist clenched
• flared nostrils
• hitting motion
• lower jaw jutting out
• forward lean

• stomping
• fast movements

Two examples of how facial, bodily and verbal expressions of emotions work synergistically
together

Making Questions

A basic categorization are open and closed questions

A closed question usually receives a single word or very short, factual answer e.g. a "Yes" or "No".
Open questions elicit longer answers. They usually begin with what, why, how. An open question asks
the respondent for his or her knowledge, opinion, or feelings. From that it is understood that when it
is to develop empathy firstly through understanding others, it’s good to use open questions and
without being prejudiced or judgmental.

Open questions are good to describe the circumstances in more detail, to develop an open
conversation and to finding out the other person's opinion or issues. We may then utilize closed
questions for testing our understanding and concluding a discussion or making a decision.

Organizational Awareness

Daniel Goleman describes it in his book “Organizational Awareness: A Primer” as the skill to understand
the rationale behind an organization and its structure. To know how to get things done within the
organization - formally and informally. To understand both client and vendor organizations. To act with
the client's best interest in mind.