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Reference List:
1. Goleman, Daniel. Working with Emotional Intelligence. New York: Bantam Books, 1998.

2. Dictionary.com. “Load Shedding.” Accessed 15 October 2019. https://www.dictionary.com/browse/load-shedding

3.  Porath, Christine, and Christine Pearson. “The price of incivility.” Harvard business review 91, no. 1-2 (2013): 115-121.

4. Ibid.

5. Cortina, Lilia M., Dana Kabat-Farr, Emily A. Leskinen, Marisela Huerta, and Vicki J. Magley. “Selective incivility as modern discrimination in organizations: Evidence and impact.” Journal of Management 39, no. 6 (2013): 1579-1605.

6. Porath, Christine L., and Christine M. Pearson. “The cost of bad behavior.” Organizational dynamics (2010).

7. Lewis, Patricia Smokler, and Ann Malecha. “The impact of workplace incivility on the work environment, manager skill, and productivity.” JONA: The Journal of Nursing Administration 41, no. 1 (2011): 41-47.

8. See note 6 above.

9.  See notes 3, 6 and 7 above.

10. Chandola, Tarani. “Stress at work.” In The British Academy, London. 2010.

11. Health and Safety Executive. “Work-related stress, depression or anxiety statistics in Great Britain 2017.” (2017): 11.

12. Collins, Doris B., and Elwood F. Holton III. “The effectiveness of managerial leadership development programs: A meta‐analysis of studies from 1982 to 2001.” Human resource development quarterly 15, no. 2 (2004): 217-248.

13. Donald, Ian, Paul Taylor, Sheena Johnson, Cary Cooper, Susan Cartwright, and Susannah Robertson. “Work environments, stress, and productivity: An examination using ASSET.” International Journal of Stress Management 12, no. 4 (2005): 409.

14. American Psychological Association. “Stress in America: Coping with change.” Stress in America™ Survey (2017).

15. Herman, Allen A., Dan J. Stein, Soraya Seedat, Steven G. Heeringa, Hashim Moomal, and David R. Williams. “The South African Stress and Health (SASH) study: 12-month and lifetime prevalence of common mental disorders.” South African Medical Journal 99, no. 5 (2009).

16. See note 14 above.

17. Kilpatrick, Dean G., Heidi S. Resnick, Melissa E. Milanak, Mark W. Miller, Katherine M. Keyes, and Matthew J. Friedman. “National estimates of exposure to traumatic events and PTSD prevalence using DSM‐IV and DSM‐5 criteria.” Journal of traumatic stress 26, no. 5 (2013): 537-547.

18. Anderson, Norman B., Cynthia D. Belar, Steven J. Breckler, Katherine C. Nordal, David W. Ballard, Lynn F. Bufka, Luana Bossolo, Sophie Bethune, Angel Brownawell, and Katelynn Wiggins. “Stress in America: Paying with our health.” American Psychological Association (2015): 1-19.

19. See note 11, 13, 14, 15 and 18 above.

20. Buckingham, Marcus. First, Break All the Rules: What the World’s Greatest Managers Do Differently. New York: Simon & Schuster, 1999.

21. Zipkin, Amy. “The wisdom of thoughtfulness.” New York Times 31 (2000): C1.

22. See note 1 above..

23. Bradberry, Travis. Emotional Intelligence and leader job performance. Unpublished Manuscript, 2002.

24. Heffernan, Troy, Grant O’Neill, Antonio Travaglione, and Mark Morrison. “Relationship Marketing, Emotional Intelligence and Performance.” In Australian and New Zealand Marketing Academy (ANZMAC) Conference, pp. 20-27. The University of Western Australia, 2005. ; Salicru, S. “Emotional intelligence and the Business Advantage.” In CPA Congress on, vol. 20. 2005. ; Deeter-Schmelz, Dawn R., and Jane Z. Sojka. “Developing effective salespeople: Exploring the link between emotional intelligence and sales performance.” The International Journal of Organizational Analysis 11, no. 3 (2003): 211-220. ; Higgs, Malcolm. “A study of the relationship between emotional intelligence and performance in UK call centres.” Journal of Managerial Psychology 19, no. 4 (2004): 442-454.

25. Pescuric, Alice, and William C. Byham. “The new look of behavior modeling.” Training & Development 50, no. 7 (1996): 24-31.

26. McClelland, David C. “Identifying competencies with behavioral-event interviews.” Psychological Science 9, no. 5 (1998): 331-339.

27. McClelland, David C. “Identifying competencies with behavioral-event interviews.” Psychological Science 9, no. 5 (1998): 331-339.

28. Edwards, Jack E., James T. Frederick, and Michael J. Burke. “Efficacy of modified {crepid} SDys on the basis of archival organizational data.” Journal of Applied Psychology 73, no. 3 (1988): 529.

29. Hunter, John E., and Frank L. Schmidt. “Fitting people to jobs: The impact of personnel selection on national productivity.” Human performance and productivity 1 (1982): 233-284.

30. Note: Mygrow achieves an average of 8% shift through a similar period.

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