Page 32 - 1.2

JIMINY SELF-HELP HANDBOOK 32

4. FURTHER READING AND FURTHER DEVELOPMENT

Before referring to the plethora of resources around Emotional Intelligence and since this Handbook
is targeted to the trainers and educators, we would suggest the reading of:

‘Helping People Change: Coaching with Compassion for Lifelong Learning and Growth’, September 10,
2019 by Richard Boyatzis (Author), Melvin L. Smith (Author), Ellen Van Oosten (Author) and a relative
interview at https://beta.prx.org/stories/287075.
In the book’s short description, we read: “Helping others is a good thing. Often, as a leader, manager,
doctor, teacher, or coach, it's central to your job. But even the most well-intentioned efforts to help
others can be undermined by a simple truth: We almost always focus on trying to “fix” people,
correcting problems or filling the gaps between where they are and where we think they should be.
Unfortunately, this doesn't work well, if at all, to inspire sustained learning or positive change.” The
way authors suggest following is to “connect to that person's positive vision of themselves or an
inspiring dream or goal they've long held…”.

Daniel Goleman’s ‘Emotional Intelligence: Why It Can Matter More Than IQ’ and ‘Working with
Emotional Intelligence’ are basic readings for this area, together with ‘Emotional Intelligence 2.0’ (by
Travis Bradberry and Jean Greaves) and The Emotionally Intelligent Manager’ by David Caruso and Yale
University’s now President Peter Salovey. John D. Mayer, Peter Salovey & David R. Caruso developed
also the MSCEIT Emotional Intelligence Test. Harvard Business Review is also a good source of relative
content e.g. ‘HBR Guide to Emotional Intelligence’. For a more practical view ‘Quick Emotional
Intelligence Activities for Busy Managers’ by Adele Lynn and Justin Bariso’s ‘EQ Applied: The Real-World
Guide to Emotional Intelligence‘ are suggested.

There are also numerous presentations, workbooks, workshops and webinars, TEDx Talks, and
YouTube Videos about EI as well as very popular courses on the major MOOCs like Udemy, Coursera
and Future Learn.
Regarding our target group of learners, we have indicated earlier in this module and in the State of the
Art document of the project that the sector with employment opportunities is the customer services
one. There, empathy is of paramount importance:

https://www.forbes.com/sites/forbescoachescouncil/2019/06/05/empathy-from-soft-skill-to-
profitable-service-differentiator/?sh=313104a17a9e

https://www.forbes.com/sites/micahsolomon/2020/02/16/yes-you-can-train-for-empathy-
customer-service-employees-situational-empathy-heres-how/?sh=5b6d8eef7cb9

https://freshdesk.com/customer-service-skills/empathy-exercises-customer-support-blog/