increase cooperation, fairness and business performance. Cooperative and harmonious groups reflect a higher expression of every person's best effort and ability.

Furthermore, how people feel about working at an organization (the climate) can influence productivity. Low morale and lack of cooperation predict high turnover and lower productivity. In addition, distress and worry decrease mental abilities and E.I. This makes it difficult to read the emotions of other people accurately – a skill necessary for empathy.

In addition, research indicates that the emotional state and actions of leaders set the climate. They create the conditions that determine the employees' ability to work well. In general, leaders need to be more supportive and empathetic as work becomes more emotionally demanding. When leaders are negative and unmotivated, there is anxiety and dissonance which undermines morale. When leaders are out of touch with the feelings of employees, they create dissonance. This causes people to feel off-balance, be easily distracted, and perform poorly.

In contrast, emotionally intelligent leaders create resonance or harmony. Resonant leaders rally people around a worthy goal. They are self-aware, in touch with the truth about themselves and their feelings. They use self-management to express emotions appropriately and are able to empathize with others. Without empathy, resonant leadership is impossible. When leaders are energetic and enthusiastic, an organization thrives.

The most effective leadership and management style will use a combination of Emotional Intelligence and cognitive ability. While cognitive ability tends to be set, E.I. is learned through practice, feedback and repetition over time. Although learning to improve Emotional Intelligence is self-directed, it cannot be done in isolation.

Coaching is an ideal way to provide a safe context for change to occur and to better prepare people to be resonant leaders. Some leaders find it difficult to get honest feedback as they are promoted into management positions because employees instinctively want to please their boss and are hesitant to give negative feedback. This can decrease self-awareness and effective leadership development. The coaching process provides essential feedback for continued awareness and skill building.

In summary, to effectively lead and manage relationships, leaders must continue to:

• be self-aware
• manage themselves appropriately
• have empathy with their employees

Leaders need a safe space for learning and feedback which is focused on emotional and intellectual learning. Change occurs through a process which affects individuals, teams and the organization's culture. Coaching supports and enriches the process.

Copyright (c) 2007 Maurine Patten

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Maurine Patten, Ed.D., CMC, Maximize Your Possibilitieswww.PattenCoaching.comMore free information, assessment and ezine subscription at www.PattenCoaching.com/EI.htmlMailto:mdpcoach@pattencoaching.com

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