Refers to the ability of workers to identify and acknowledge emotions when they occur, and instead of having an immediate emotional response, to take a step back, allowing rational thought to influence their actions.

Emotional intelligence, is the right answer.

Explanation:

Emotional intelligence is the ability of a person to identify the emotions of not only their own but of others, distinguish between strange emotions and label them accordingly. Moreover, it is the ability to employ emotional information to guide reasoning and behavior, and control and/or balance emotions to get adapted to circumstances or attain one's goal. In simple terms, it is a kind of intelligence that allows a person to emotionally think about a particular thing or person and then take action instead of taking the action at the very moment.

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