情商的概念最早是由美國哈佛大學(xué)心理學(xué)家丹尼爾.高爾曼（Daniel Goleman）在其《情緒智力Emotional Intelligence》（又譯作《情感智商》）一書提出的。其英文全稱為Emotional Intelligence Quotient，簡(jiǎn)稱EQ。很多時(shí)候也翻譯為情感智商或情緒商數(shù)，是相對(duì)于智商而言提出的與一個(gè)人成才和事業(yè)成功有關(guān)的一種全新的概念。
情商還有另一個(gè)名字，就是“軟技能”。
情商的提出，動(dòng)搖了智力決定一切的統(tǒng)治地位，使人們進(jìn)一步認(rèn)識(shí)到，一個(gè)人的成才，不僅要靠智商，而且要靠情商。丹尼爾.高爾曼甚至指出：“真正決定一個(gè)人能否成功的關(guān)鍵，是情商而不是智商?！倍睦韺W(xué)家廣泛而深入的研究也表明：人在一生中能否成功、快樂，主要取決于其情商的高低。
最新的心理學(xué)理論認(rèn)為，人的大腦可以分成兩大部分，即管理情緒的部分和管理思考的部分。前者代表情商，后者代表智商。
智力（智能）是一種綜合性的認(rèn)知能力，其基本構(gòu)成要素為注意力、觀察力、記憶力、想象力和思維能力，其中思維能力是智力的核心，智商就是對(duì)一個(gè)人的智力因素的測(cè)定。
根據(jù)丹尼爾.高爾曼提出的框架，情商由以下的五個(gè)部分組成：
Emotional Intelligence Components情緒智力（情商）的組成要素
| Comp.要素 | De?nition定義 | Hallmarks主要標(biāo)志 | Example示例 |
| Self-awareness自我認(rèn)知 | Knowing one’s emotions, strengths, weaknesses, drives, values, and goals—and their impact on others了解自己的情緒、優(yōu)勢(shì)、弱點(diǎn)、內(nèi)心的驅(qū)動(dòng)力、價(jià)值觀和目標(biāo)，以及這一切對(duì)于他人的影響 |
| A manager knows tight deadlines bring out the worst in him. So he plans his time to get work done well in advance.一名經(jīng)理知道嚴(yán)格的期望要求會(huì)給他極大的挑戰(zhàn)，因此他有計(jì)劃地對(duì)時(shí)間進(jìn)行安排，以便將工作提前做好。 |
| Self-regulation自我調(diào)節(jié) | Controlling or redirecting disruptive emotions and impulses控制或引導(dǎo)自己的負(fù)面情緒和沖動(dòng) |
| When a team botches a presentation, its leader resists the urge to scream. Instead, she considers possible reasons for the failure, explains the consequences to her team, and explores solutions with them.當(dāng)一個(gè)團(tuán)隊(duì)的表現(xiàn)很差時(shí)，其領(lǐng)導(dǎo)不僅能夠忍住當(dāng)時(shí)的憤怒，還能夠冷靜地尋找失敗的原因，向團(tuán)隊(duì)成員說明失敗的后果，并與團(tuán)隊(duì)成員共同尋求解決方案 |
| Motivation自我激勵(lì) | Being driven to achieve for the sake of achievement為獲得成就而持續(xù)努力 |
| A portfolio manager at an investment company sees his fund tumble for three consecutive quarters. Major clients defect. Instead of blaming external circumstances, she decides to learn from the experience—and engineers a turnaround.一名投資公司的經(jīng)理看到所管理的基金連續(xù)三個(gè)季度下跌，且大客戶選擇離開時(shí)，她沒有抱怨環(huán)境，而是決定從失敗中學(xué)習(xí)，并籌劃如何扭轉(zhuǎn)局勢(shì)。 |
| Empathy同理心 | Considering others’ feelings, especially when making decisions考慮他人的感受，尤其是在作出決定時(shí) |
| An American consultant and her team pitch a project to a potential client in Japan. Her team interprets the client’s silence as disapproval, and prepares to leave. The consultant reads the client’s body language and senses interest. She continues the meeting, and her team gets the job.一名美國咨詢師帶領(lǐng)團(tuán)隊(duì)競(jìng)標(biāo)一個(gè)日本客戶的項(xiàng)目，她的團(tuán)隊(duì)認(rèn)為客戶的沉默即否定。但她通過解讀客戶的肢體語言看到了客戶的興趣所在，他繼續(xù)與客戶溝通并獲得了項(xiàng)目。 |
| Social skills社交技能 | Managing relationships to move people in desired directions通過管理與他人的關(guān)系，影響他人朝所期望的方向行動(dòng) |
| A manager wants his company to adopt a better Internet strategy. He ?nds kindred spirits and assembles a de facto team to create a prototype Web site. He persuades allies in other divisions to fund the company’s participation in a relevant convention. His company forms an Internet division—and puts him in charge of it.一名經(jīng)理想讓他的公司采用一個(gè)更好的互聯(lián)網(wǎng)策略。他在公司中找到了同盟并組成了一個(gè)事實(shí)上的團(tuán)隊(duì)去打造一個(gè)成功的網(wǎng)站樣本。他同時(shí)動(dòng)力說服自己在其他部門中的支持者對(duì)項(xiàng)目進(jìn)行投入。最終，公司成立了獨(dú)立的互聯(lián)網(wǎng)部門并將其交由他領(lǐng)導(dǎo)。 |
他同時(shí)還給出了一個(gè)如何提升情緒智力的例子：
STRENGTHENING YOUR EI 如何提升你的情緒智力？
- Use practice and feedback from others to strengthen specific EI skills.在人際中實(shí)踐并從其他人處獲得反饋進(jìn)行提升。
- Example: An executive learned from others that she lacked empathy, especially the ability to listen. She wanted to fix the problem, so she asked a coach to tell her when she exhibited poor listening skills. She then role-played incidents to practice giving better responses; for example, not interrupting. She also began observing executives skilled at listening-and imitated their behavior.
- 示例：一名高管從他人處得知自己缺乏同理心，尤其是傾聽他人的能力。她想解決這個(gè)問題。于是她聘請(qǐng)了一名教練，并邀請(qǐng)教練在她不傾聽他人時(shí)，明確指出問題所在。同時(shí)，她堅(jiān)持演練傾聽的技巧，比如在談話中不打斷對(duì)方等。她同時(shí)也開始觀察那些善于傾聽的高管們的行為并加以模仿。
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Daniel Goleman指出，情緒智力的培養(yǎng)與思考能力（智商）的培養(yǎng)是完全不同的。他在《Can Emotional Intelligence Be Learned?》一文中指出，決定一個(gè)人的情商的因素既有先天的，也有后天的。他說“科學(xué)證明，一個(gè)人的情商的確與其出生相關(guān)，但同時(shí)心理學(xué)的研究也說明，一個(gè)人的成長和生活同樣也會(huì)影響其情商的發(fā)展（Scientific inquiry strongly suggests that there is a genetic com- ponent to emotional intelligence. Psychological and developmental research indicates that nurture plays a role as well.）”，關(guān)于后天成長對(duì)情商的影響，他舉例說，“有一點(diǎn)是確定的，就是一個(gè)人的情商可以隨著其年齡的增長而增長。而且這一現(xiàn)象可以很容易觀察到，就是一個(gè)人會(huì)隨著其年齡的增長而變得‘成熟’。One thing is certain: Emotional intelligence increases with age. There is an old-fashioned word for the phenomenon: maturity.”
同時(shí)，Daniel Goleman也指出了一些培養(yǎng)情緒智力的誤區(qū)，他說，“……不幸的是，太多的用于情商培訓(xùn)的課程，尤其是領(lǐng)導(dǎo)力提升課程，是在浪費(fèi)時(shí)間和金錢。原因很簡(jiǎn)單：它們將重點(diǎn)放錯(cuò)了地方，它們?nèi)匀辉谂囵B(yǎng)人們負(fù)責(zé)思考的左腦。（Unfortunately, far too many training programs that intend to build leadership skills—including emotional intelligence—are a waste of time and money. The problem is simple: They focus on the wrong part of the brain）.” 他指出，“一個(gè)人的情商主要由其大腦的邊緣系統(tǒng)管理，這個(gè)邊緣系統(tǒng)主要處理一個(gè)人的感受、沖動(dòng)和驅(qū)動(dòng)力。研究表明，對(duì)于邊緣系統(tǒng)進(jìn)行訓(xùn)練的最好方式是激勵(lì)、深入的體驗(yàn)和練習(xí)，還有自他人處獲取其行為對(duì)他人影響的反饋等。而對(duì)于負(fù)責(zé)分析和邏輯思考的左半腦的訓(xùn)練，則可以用讀書、討論等傳統(tǒng)教學(xué)方式完成。（Emotional intelligence is born largely in the neurotransmitters of the brain’s limbic system, which governs feelings, impulses, and drives. Research indicates that the limbic system learns best through motivation, extended practice, and feedback. Compare this with the kind of learning that goes on in the neocortex, which governs analytical and technical ability. The neocortex grasps concepts and logic. It is the part of the brain that figures out how to use a computer or make a sales call by reading abook.）”
Daniel Goleman在該文章中還指出，如果用傳統(tǒng)的培養(yǎng)思考能力的方式去培養(yǎng)情商，不僅不能夠有效地提升情商，還會(huì)對(duì)一個(gè)人的工作績效有負(fù)面的影響。（Not surprisingly—but mistakenly—it is also the (left) part of the brain targeted by most training programs aimed at enhancing emotional intelligence. When such programs take, in effect, a neocortical approach, my research with the Consortium for Research on Emotional Intelligence in Organizations has shown they can even have a negative impact on people’s job performance.）
關(guān)于情商的培養(yǎng)，Daniel Goleman指出，“如果要培養(yǎng)一個(gè)人的情緒智力，必須將培養(yǎng)聚焦于其大腦的邊緣系統(tǒng)。這些培訓(xùn)課程必須致力于幫助學(xué)員打破舊習(xí)慣以形成新習(xí)慣。這不僅需要比傳統(tǒng)的知識(shí)型培訓(xùn)更多的時(shí)間，而且還需要針對(duì)學(xué)員個(gè)體的訓(xùn)練。（To enhance emotional intelligence, organizations must refocus their training to include the limbic system. They must help people break old behavioral habits and establish new ones. That not only takes much more time than conventional training programs, it also requires an individualized approach.）”
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