BY THE END OF CHAPTER 3 YOU SHOULD BE ABLE TO

• Distinguish what qualities in employees suggest a higher risk for emotional spinning and draft a checklist of productive emotions and non-productive emotions specifically appropriate for your company or industry

• Increase your comfort level with terms that have been traditionally the sole domain of "mental health" managers.

• Consider yourself a Managerial Diagnostician and start using terms in your communications that include emotional dynamics or psychological language

• Increase your neutrality in conflict management

• Write a neutral but specific documentation about emotional issues