Brenda Bailey-Hughes is an award-winning faculty member at the Kelley School of Business where she teaches business communication and leadership courses. Prior to joining the Kelley School, Brenda spent nearly a decade in human resources specializing in managerial training, mediation, and organizational development. She is a sought-after speaker and coach who frequently presents at conferences on over a dozen topics including influence, powerful presentations, leadership through the lens of emotional intelligence, customer service, and change strategies for personal growth. - Website and live online programs: http://ims-online.com Blog: https://blog.ims-online.com/ Podcast: https://ims-online.com/podcasts/ LinkedIn: https://www.linkedin.com/in/charlesagood/ Twitter: https://twitter.com/charlesgood99 Chapters: (00:00) Introduction (01:36) Defining Emotional Intelligence and Empathy (03:00) Tip: Why Emotional Intelligence Matters (04:50) Tip: Understanding Empathy (09:05) Technique: Balancing Empathy with Accountability (12:08) Technique: Using Emotional Intelligence (12:31) Tip: The Importance of Self-Awareness (15:43) Tool: Self-Assessment (20:31) Technique: Improving Self-Awareness through Questioning (21:17) Tool: The Power of “How” (22:24) Conclusion