Chapter 18 – Employee Relations Management

Chapter Eighteen


1 Glenn P. Costin, Legitimate Subjective Observation [LSO]: The Evaluation of Soft Skills in the Workplace: A Concurrent Session Briefing Paper The National Training Framework - Training Partnerships and Regional Development, Albury Convention Centre and Performing Arts Centre, May 2002,

2 Daniel Goleman, Working with Emotional Intelligence (<place of publication?>: Bantam Books, <date of publication?>).

3 Adapted from Daniel Goleman, Emotional Intelligence: Why It Can Matter More Than IQ (London: Bloomsbury Publishing Plc, 1996), p. 43.

4 Yvonne Stys and Shelley L. Brown, “A Review of the Emotional Intelligence Literature and Implications for Corrections”, Research Branch Correctional Service of Canada, March 2004, p. 15 (

5 Excerpted from an interview with Nandita Gurjar, “Managing Employee Psyche Tough in a Slowdown”, The Hindu Businessline, 23 March 2009.