企业客户情绪管理的思考外文翻译(编辑修改稿)

企业客户情绪管理的思考外文翻译(编辑修改稿)内容摘要：

t emotional management (which creates an interface between cognitive intelligence and personality) is less cognitively saturated than emotional understanding (which is most allied with abstract reasoning), because it has to balance motivational, cognitive and emotional ponents. In contrast, recent analyses of the relations of the MSCEITsubscales to cognitive intelligence yielded only one significant correlation between emotional management abilities and abstract reasoning (Warwick amp。 Nettelbeck, 2004). Moreover, it seems noteworthy that also the emotional management branch is operational zed by items requiring the subject to assess the effectiveness of behavioral alternatives in various emotional situations. Thus, available scales purporting to measure emotional management do not directly assess the effectiveness of subjects’ behaviours in emotional situations (., their actual emotional management ability per se) but rather their emotional knowledge about the effectiveness of various behaviors (., their knowledge of how to behave). Although emotional knowledge about the effectiveness of emotionrelated behaviour can be regarded as a ‘maximumperformance’ indicator of an individual’s emotional management ability (assessing what an individual is capable of when highly motivated), it should not be neglected that managing emotions effectively does not only require the availability of such knowledge but also to behave according to it. As people may differ in their tendency to use their emotional management capacity in everyday circumstances, we regard it important to distinguish between the knowledge of how to behave (maximumperformance) and the effectiveness of the behaviors typically shown in reallife situations (typicalperformance). Thus, existing research on EI should be extended by the development and validation of performance measures that assess the effectiveness of subjects’ typical behaviour in emotional situations more directly. In contrast to maximumperformance scales, typicalperformance measures are supposed to be less strongly associated with cognitive abilities. On the other hand, typicalperformance measures refer to criteriabased evaluations of an individual’s typical behaviour and are, therefore, also expected to be moderately associated with conceptually related socialemotional personality traits (., emotional stability, extraversion, openness to feelings, agreeableness). From a conceptual point of view, typicalperformance measures might be regarded as performancebased indicators of trait EI (which relates to typical performance) rather than informationprocessing EI (which relates to maximal performance). Analyses of the convergent and discriminant validities of selfreport EImeasures yielded almost no correlations with cognitive intelligence ponents (., Davies et al., 1998, Newsome et al., 2000 and O’Connor and Little, 2003). Although Petrides and Furnham (2001) reported the isolation of a trait EI factor within the Eysenckian and the NEO Five Factor space, the vast majority of studies yielded a high multicollinearity among selfreport EImeasures and personality traits.However, most of the questionnaires include numerous items that do not directly focus on selfassessments of emotionrelated abilities but rather on motivational aspects, attitudes or preferred ways of behaving. Thus, methodological improvements are necessary before any firm conclusion can be drawn about the status of selfreport EImeasures. The present study The present study attempts to reduce the limitations of EI measures that have been outlined above, and makes efforts towards an improvement of the knowledge of the empirical status of both objective and selfreport indices of intrapersonal and interpersonal emotional abilities. The limitation of existing performance scales regarding the assessment of an individual’s actual emotional management ability will be addressed by using and evaluating an alternative measurement approach purporting to assess the effectiveness or adequacy of emotionrelated behaviors more directly. Accordingly, the effectiveness of emotionrelated behaviors is operational zed by measuring the individual’s behavioral preferences in various emotional settings and evaluating those behaviors against predetermined scoringcriteria. To remedy the weaknesses of selfreport EImeasures of EI (see above) a recently selfdeveloped questionnaire, which involves only items that focus directly on selfassessments of emotionrelated abilities, was administered. The first research aim is to finalize the development of psychometrically sound performance measures for the assessment of intrapersonal as well as interpersonal emotional abilities that are related to an individual’s behavior in emotional settings. Here, quite promising pilot studies have already been performed by diploma students. Within these studies, numerous items have been developed for the assessment of the abilities of (1) behaving adequately in emotionally laden social interactions, (2) managing one’s own emotions effectively, and (3) managing the emotions of others effectively. To assess the construct validity of the developed performance scales, their relations to selfreport measures of respective emotional abilities shall be determined. The final research aim refers to the evaluation of the convergent and discriminant validities of the performance and selfreports EImeasures. For this purpose, we will examine their relations to cognitive abilities and personality traits. 2 Method Participants 277 participants (106 males, 171 females) were recruited through local newspaper advertisements offering the opportunity to obtain information about their strengths and weaknesses concerning specific cognitive and emotional abilities. The vast majority of the participants were either employees or undergraduate students. Their ages ranged from 17 to 79 years (M = , SD = ). Measures Perfo。