Intro 00:38 – 2020: a year with much-needed empathy, resilience, and self-management 01:35 – Intro to Ben Palmer with Genos International 02:42 – Game-changing for business, life-changing for people 03:49 – “HR Puff & Stuff” - What’s NOT emotional intelligence (EI) 05:45 – Sizing up Anger. Anger that creates Engagement – not disengagement 07:14 – Here’s what emotional intelligence IS 07:49 – A No Crying Zone? 08:52 – The emotional intelligence experience in real life 10:33 – The Story of 2 Pens and your business 13:31 – Who takes care of who - Customer or Employee? 14:40 – The Ripple Effect and the effect on Safety 16:18 – A culture of ‘artificial harmony’ and ‘fear of confrontation’ 17:15 – Magic moments and simple behaviors demonstrating levels of emotional intelligence 22:59 – The biggest predictors of your own mortality 27:33 – Introverted or Extroverted and the awareness of how we show up 29:10 – If you can walk and you can knock begin experimenting to learn 30:24 – Opportunities for 2021: Considering your Perspective, the need for Empathy, and your own Well-Being 33:40 – I just want 2020 to end. Why wait to start? 34:22 – Considering other’s perspectives – You don’t want to be ‘that guy’ 35:11 – Wrap Up 35:52 - Closure