7.2: Summary

Summary and Review Questions 

The key elements of emotional intelligence for effective project management are summarized starting with the learning process discussed in chapter 1. The "what," "why," and "how" of each of the four core skills are summarized in the tables below.  

Learning Process 

Figure \(\PageIndex{1}\): The EQ for project management - the key elements. (CC BY 4.0; Ravi K Ravikumar)

The figure illustrates the learning process. 

The EQ for Project Management illustrates how leadership and project success are developed through layered skills and experiences, starting with emotions as the base.

1. Emotions are the underlying driver of emotional intelligence, and are positioned at the bottom. This foundation highlights the importance of emotional awareness and regulation. Understanding one’s own emotions and recognizing others' emotions lay the groundwork for effective collaboration, communication, and decision-making.
2. Above this layer are the Core Skills, divided into two categories.
   • The first layer contains the Self-Focused Core Skills, Self-Awareness and Self-Management. They include abilities such as self-management, reflection, and personal accountability. These skills help individuals understand their strengths, regulate their behavior, and develop personal effectiveness.
   • The next layer contains the Others-Focused Core Skills, Social Awareness and Relationship Management. They emphasize interpersonal abilities such as communication, empathy, and collaboration. These skills enable individuals to work effectively with teams and build positive relationships.
3. The next level is Leadership (Application of Core Skills and More). At this stage, individuals combine their personal and interpersonal skills to guide projects, coordinate teams, and support shared goals. Negotiation and decision-making come into play. Leadership emerges not as a separate skill but as the applied integration of the skills developed in earlier layers.
4. Along the right side of the figure, a vertical progression shows stages of learning and application:
   • Learn & Recognize the events that trigger the emotions, the resulting behavior, and their impact.
   • Apply the learned skills.
   • Achieve showing the consistent achievement of the objectives from the skills and successful project outcomes.
5. On the left side, a label indicates Case Studies, showing the value of learning from real-world examples and experiences.

Overall, the diagram illustrates that effective leadership and successful outcomes are built step-by-step—from emotional awareness and core skills to applied leadership, tools, and measurable results, with real-life case studies showing how the skills are applied in project scenarios.

Summary of Four Core Skills 

Each core skill is summarized using key points only in a table. The detailed descriptions are in the chapters, Self-Focused Core EQ Skills and Others-Focused Core EQ Skills.

Summary of Self-Awareness Sub-Skills 

Sub-Skill: Emotional Awareness

Table\(\PageIndex{1}\): Summary of Emotional Awareness (Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What they are	Emotions: Anger, Fear, Anxiety, and Disgust.
Why are they important	Leads you to poor emotional decision-making. You display lack of emotional control to stakeholders.
How to manage	Consciously recognize the emotion. Learn to control before reacting. Ask ourselves 'what' and not 'why' before responding.

Sub-Skill: Action Flags

Table\(\PageIndex{2}\): Summary of Action Flags (Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What are they	Sarcasm, Passive aggression, and hostility.
Why are they important	Otherwise, we lose credibility. Impacts our career growth.
How to manage	Consciously RECOGNIZE the emotion. NIP it right away.

Sub-Skill: Self-Confidence

Table\(\PageIndex{3}\): Summary of Self-Confidence (Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What they are	Relevant knowledge and skills.
Why are they important	Empowers us to collaborate and manage the project more effectively. Increases our odds of success.
How to manage	Fill the gaps through learning

Summary of Self Management Sub-Skill 

Sub-Skill: Emotional Triggers

Table\(\PageIndex{4}\): Summary of Emotional Triggers (Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What they are	Past experiences, fear, anger, criticism, blame, and unexpected input or change.
Why are they important	Triggers negative emotions such as FEAR, LETDOWN, or ANGER Impacts our project through poor decision-making, or project delay
How to manage	Self-Regulation of Fear and Anger Alternative Description of the Image.	Self-Regulation of Criticism and Blame Alternative Description of the Image.

Summary of Social Awareness Sub-Skills  

Each sub-skill related to social awareness is listed below in individual tables.

Sub-Skill: Organizational Awareness

Table\(\PageIndex{5}\): Summary of Organizational Awareness (Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What they are	Understanding of organizational structures, who are the power players, what is the political landscape, and who are the stakeholders that matter.
Why are they important	Empowers us to collaborate effectively Navigate ethically and effectively Increase our odds of success.
How to manage	Ask questions Keep eyes and ears open for information Ask friendly sources for information, Look up LinkedIn, annual and quarterly reports for relevant information.

Sub-Skill: Active Listening

Table\(\PageIndex{6}\): Summary of Active Listening (Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What they are	Practice of understanding and remembering a conversation through concentration during engagement.
Why are they important	Helps us: Build trust. Demonstrate empathy and respect. Reduce mis-understandings. Resolve conflicts. Improve collaboration.
How to manage	Pay attention without pretending. Do not jump in with your opinion or advice when not needed, or too soon. Listen to understand, not to respond. Recognize and use non-verbal cues. Reflect and paraphrase, only as needed. Ask clarifying questions as needed.

Sub-Skill: Empathy

Table\(\PageIndex{7}\): Summary of Empathy (Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What they are	Ability to understand how others think and feel.
Why are they important	Helps us: Make people feel valued. Build trust and credibility. Increase the depth of communication. Understand others better.
How to manage	Listen without judgment and an intent to understand, and not tell "your" story. Try to recognize the emotion the other person is experiencing. Visualize yourself in their shoes and experiencing the emotion to understand how they feel. Ask clarifying questions to better understand. Avoid interrupting.

Barriers to Empathy

The common barriers to empathy each of which must be avoided are listed in a table below.

Table\(\PageIndex{8}\): Barriers to Empathy. (CC BY 4.0; by Ravi Ravikumar).

What are they	Being self-centered. Focused on "results." "I am smarter than others" attitude. Listening through filters and biases
Why are they important	If they are not avoided, they: Distance people. Erode trust. Prevent us from understanding others.
How to manage	Intentionally and consciously avoid filers and biases from creeping in. Avoid categorizing or bucketing people. Observe non-verbal cues without judgement. Listen to understand with an intent and no judgement. Actively listen without interrupting to tell "your" story.

Summary of Relationship Management Sub-Skills

Sub-Skill: Build and Maintain Trust 

Table\(\PageIndex{9}\): Build and Maintain Trust (Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What they are	Trust is the feeling we get about a person or entity when they consistently do what they say they will, without fail.
Why they are important	Helps us make others feel “safe” Enables collaboration and open communication Strengthens relationships
How to manage	Apply “Model of Trust” - Sincerity, reliability, competence, and care Before taking action, think about what’s in it for them Be truthful in all interactions

Sub-Skill: Manage Conflicts 

Table\(\PageIndex{10}\): Manage conflicts (Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What they are	Conflict is a disagreement between two or more people where neither one sees the other's point of view. Common scenarios that lead to such disagreements are, organizational structure, limited resources, task interdependence, incompatible goals, personality differences, and communication problems.
Why are they important	If they are not managed, it could lead to: Lack of cooperation. Lowering morale. Lack of engagement.
How to manage	Use one of the styles as applicable: Accommodating, collaboration, compromise, avoidance, or competition. Manage by using one of the following: Changing the structure Changing the composition of the team Directing the focus to a common opposing force Problem solving Negotiate

Sub-Skill: Communicate Effectively 

Table\(\PageIndex{11}\): Communicate effectively (Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What they are	Communicating effectively both in written and verbal forms
Why they are important	Helps us: Get everyone on the same page Builds trust Improves collaboration
How to manage	Observe and apply: Empathy Relationship building Active listening Body language and non-verbal cues

Sub-Skill: Specific Messages

Table\(\PageIndex{12}\): Specific Messages (Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What they are	Communicating bad news and gratitude messages.
Why are they important	Apart from bringing everyone to one common understanding and building trust, improves the effectiveness of communicating: Project delays. Sudden loss of a resource. Late change to a project. Sudden cancellation of a project.
How to communicate	To communicate bad news: Use the 3-part structured model using positive words (Bad news).	To communicate gratitude messages: Create a short and sincere message that expresses genuine appreciation.

Summary of Leadership 

Sub-Skill: Active Listening (for Leadership)

Table\(\PageIndex{13}\): Active listening (A Leadership Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What they are	Practice of understanding and remembering a conversation through concentration on the speaker.
Why they are important	Helps us: Builds trust. Demonstrate empathy and respect. Reduce misunderstandings. Resolve conflicts. Improve collaboration.
How to manage	Pay attention without pretending. Do not jump in with your opinion or advice when not needed, or too soon. Listen to understand, not to respond. Recognize and use non-verbal cues. Reflect and paraphrase, only as needed. Ask clarifying questions as needed.

Sub-Skill: Negotiation (for Leadership)

Table\(\PageIndex{14}\): Negotiation (A Leadership Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What they are	Negotiation is typically an interactive, give-and-take process, where two or more people discuss differences to arrive at a better and a mutually agreeable outcome.
Why they are important	It helps us resolve a problem, a situation, a limitation, or a condition in your project to achieve a better outcome.
How to manage	Use the four principles of negotiation: Focus on the outcome and not people Leverage common interest Generate options or arguments to advance common interests Define the mutually agreeable outcome in line with the project success criteria

Sub-Skill: Conflict Management (for Leadership)

Table\(\PageIndex{15}\): Conflict management (A Leadership Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What they are	It is a trade-off between cooperativeness and assertiveness on the part of the leader.
Why are they important	Conflicts can be destructive to a project. When it is managed, it will help build energy, creativity, and innovation.
How to manage	Use the five methods of managing conflicts: Compete Collaborate Compromise Avoid Accommodate

Sub-Skill: Decisiveness (for Leadership)

Table\(\PageIndex{16}\): Decisiveness (A Leadership Sub-Skill). (CC BY 4.0; by Ravi Ravikumar).

What they are	Ability to make decisions quickly and effectively.
Why they are important	Helps us: Manage the project better. With our own career development.
How to manage	Use the three factors that help you make better decisions: Clarity of thinking and communication. Self-confidence on project knowledge. Courage in handling all situations.

Review Questions 

1. What are the leadership skill sets the 6^th Edition of PMBOK guide suggests?
2. What are the four principles of negotiation?
3. What are the two dimensions Thomas-Kilmann uses to describe a person's behavior in conflict?
4. What are the four skills needed to be decisive?
5. What are the leadership styles?