We are emotionally aware


We make the effort to understand ourselves, our colleagues and all those we serve. We genuinely engage with and listen to others, making efforts to understand needs, perspectives and concerns. We use these insights to inform our actions and decisions.

We are able to control our emotions in stressful situations, understanding our own motivations and the underlying reasons for our behaviour. This is all underpinned by our ability to anticipate and understand how other people may feel. We look after our own well being and that of others.

Adopting emotionally intelligent behaviours also means valuing diversity and difference in approaches to work, in thinking, and in people’s backgrounds. We are culturally sensitive and seek to understand different perspectives, acting with sensitivity, compassion and warmth. We always try to understand the thoughts, feelings and concerns of those we meet.

Why is it important 

The way in which we conduct ourselves is just as important as what we do. Communicating and acting politely, respectfully and with compassion helps to drive and maintain public trust.

Empathy is particularly important, especially if we are to engage and involve some of the most vulnerable individuals we encounter who may not be able to fully express or articulate their thoughts or feelings.

Understanding ourselves means that we are able to improve our own resilience and therefore cope effectively during challenging and emotionally charged situations

Level 1

  • I treat others with respect, tolerance and compassion
  • I acknowledge and respect a range of different perspectives, values and
    beliefs within the remit of the law
  • I remain calm and think about how to best manage the situation when faced
    with provocation
  • I understand my own emotions and I know which situations might affect my
    ability to deal with stress and pressure
  • I ask for help and support when I need it
  • I understand the value that diversity offers
  • I communicate in clear and simple language so that I can be easily
    understood by others
  • I seek to understand the thoughts and concerns of others even when they
    are unable to express themselves clearly

Level 2

  • I consider the perspectives of people from a wide range of backgrounds before taking action
  • I adapt my style and approach according to the needs of the people I am working with, using my own behaviour to achieve the best outcome
  • I promote a culture that values diversity and encourages challenge
  • I encourage reflective practice among others and take the time to support others to understand reactions and behaviours
  • I take responsibility for helping to ensuring the emotional well being of those in my teams
  • I take the responsibility to deal with any inappropriate behaviours

Level 3

  • I seek to understand the longer-term reasons for organisational behaviour. This enables me to adapt and change organisational cultures when appropriate
  • I actively ensure a supportive organisational culture that recognises and values diversity and well being and challenges intolerance
  • I understand internal and external politics and I am able to wield influence effectively, tailoring my actions to achieve the impact needed
  • I am able to see things from a variety of perspectives and I use this knowledge to challenge my own thinking, values and assumptions
  • I ensure that all perspectives inform decision making and communicate the reasons behind decisions in a way that is clear and compelling

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