Chapter 2
The Airport and the ABCDEs
Before we begin to examine and work with the 16 scales of emotional intelligence as defined by the EQ-i 2.0, let's look at a couple of examples that show EQ in action.
Flight Canceled
The scene is a typical big-city airport. More than 100 passengers are awaiting their call to board Flight 107, which is already running half an hour behind schedule. Finally, the ticket agent—let's call her Sally—announces the flight has been canceled due to mechanical difficulties. She thanks the passengers for their patience and asks them to step forward to discuss alternative arrangements. Collective anger sweeps the line of frustrated travelers, whose best-laid plans have suddenly been thrown into disarray.
John's heart sinks. ...
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