Emotional Intelligence in Hypercrisis: A Content Analysis of World Trade Center Leadership Response to the Terrorist Attacks of September 11

Megan Schwartz, Sharon G. Heilmann


A content analysis of documents gathered related to the World Trade Center (WTC) leadership response to the hypercrisis of 9/11 were examined. Information was gathered on surviving leaders of four companies housed in the WTC on 9/11 and analyzed for evidence of emotional intelligence according to Daniel Goleman’s five-construct model. Results indicated empathy to be the most prevalent response, followed by significant levels of self-regulation, as well as relationship management, self-awareness, and self-motivation to lesser degrees. The findings indicated service orientation, social awareness, and adaptability to be the most common attributes demonstrated by the WTC leaders.

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