Bryant, Bear, 214
Buffett, Warren, 245
CCacioppo, John, 128
Cancer, 89
Change, reluctance and, 140–41
Chicken Soup for the Soul,104–5
Chill chart, 80, 81
Clarke’s Law of Revolutionary Ideas,
140
Client Conversation Profile, 156–58
Clients
discovering history of, 193–94
questioning, 185–94
Cloninger, C. Robert, 87
Closing, 141
Cluckhom, C., 188
Coachability, 48
Comfort zone, 17
Communication, 250
body language, 7, 145–53, 220
facial/body language and, 145–53
listening skills, 180, 238
miscommunication, anger and, 82
personality and 12, 19
tonal language, 7, 248–50
Competencies, building, 42
Competitiveness, 39–41, 40, 52,
119–21
Conflict, 20–21, 221–30
see also Anger
comfort zones and, 230
empathy and, 221–22
personality and, 222–23, 227–30
perspective and, 223–24
resolution, 251
stress in workplace, 224–26
unreasonable expectations and,
227
Confrontation, 212–20
see also Anger
credit and blame, 214–15
grace and, 219
honesty and, 213–14
humility-based approach to,
217–19
relationship priorities, 219–20
self-deprecating humor and,
216–17
team approach, 215–16
Control, 118
Core personality, 11
Covey, Steven, 96, 203
Critical mass, 36–37, 40
applied, 44–53
interviewing for, 51–52
report card, 45
Culpability, 80–82
Curiosity, 122, 176–84
Curran, Dolores, 85–86
Cynicism, 7, 100, 101D
DEAL Dynamics Awareness Profile,
235, 236–37
Decision-making, 139, 250
DeMoss, Gary, 204
Diffusion, 62, 78
Dillehunt, Harold, 250
Dimberg, Ulf, 127
Dimitrius, Jo-Ellan, 146–47
Disappointment, 108–9
Discouragement, 107–15
Distraction, 78, 79E
Egocentric focus, 12
Einstein, Albert, 34, 36
Ekman, Paul, 150
Emerson, Ralph Waldo, 145
Emotional bank accounts, 203–4, 205,
211
Emotional Intelligence(Goleman), ix, 58,
74, 126, 128
Emotional quotient, evaluating, 244
Emotion(s)
body responses to disturbing,
64–65
brain research and, 63
changing a negative climate, 131
emotional agenda, 134
facial/body language and, 146
intentionality and, 127
managing feelings, 250
mood dance, 127Index 257