Riquires emotional intelligence skills

People who are good at understanding others exhibit some common behavior traits. For example,

  • They pick up emotional cues, often from body language, tone of voice, and other non-verbal elements of communication.
  • They listen well to what people are saying; actively checking that they understand their counterpart correctly.
  • They show sensitivity toward others and understand their perspectives, even when those perspectives are different to their own.
  • They are careful not to be offensive, and are aware and respectful of the act that not everyone has the same point of view.
  • They help others, based on their understanding of their needs and emotions.

The above skills are sometimes summarized as ‘The 5 C’s’: Connection, Communication, Comfort, Care and Compassion.

“Most people do not listen with the intent to understand; they listen with the intent to reply”.

Stephen R. Covey

Reflection moment

Take a break to reflect on your emotional intelligence skills. Think of a couple of recent communications you have had with colleagues, for example during a virtual meeting or on the phone. It may have been over work and/or personal issues. To what extent in your opinion:

  • Have any of these 5 C’s been present in your communication?
  • Have you been aware of your communication behavior and response during these recent communication moments?


  • If you had to pick one point of improvement, what would it be?
  • Did you ever receive feedback on any of these skills? If so, what was it, and have you acted upon the feedback (positive or less positive) in any way?