Emotional Intelligence in Hypercrisis: A Content Analysis of World Trade Center Leadership Response to the Terrorist Attacks of September 11, 2001
Grant Hambright (Committee Member), Sharon Heilmann (Committee Co-chair), Jill Lindsey (Committee Co-chair), Richard Shultz (Committee Member)
Master of Science (MS)
The purpose of this qualitative content analysis was to examine World Trade Center (WTC) leadership response to the hypercrisis of 9/11. Information on surviving leaders of four companies housed in the WTC on 9/11 was gathered from ten sources including journal articles, newspaper article, magazine articles, a book, and a documentary. The information was analyzed for evidence of emotional intelligence according to Daniel Goleman's five-construct model. Phrases drawn from the sources were coded according to construct. Results indicated empathy to be the most prevalent response, followed by self-regulation, relationship management, self-awareness, and self-motivation. A second round of coding classified the phrases into attributes according to each construct. The findings indicated service orientation, social awareness, and adaptability to be the most common attributes demonstrated by the WTC leaders.
Department or Program
Department of Leadership Studies in Education and Organizations
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