The CivilTalk Conversational Intelligence (CI) Model

CivilTalk's Conversational Intelligence Model was developed through years of research, practical experience, and the observation of thousands of conversations. It builds on the foundations of emotional intelligence while extending beyond understanding emotions to reveal how conversations actually unfold—making visible the positions people hold, the behaviors they demonstrate, the relationships they build, and the commitments they make. The result is a practical framework for creating Better Conversations, Stronger Relationships, and Better Outcomes.

Social Awareness

  • SKILL: Fully concentrating on what another person is saying and seeking to understand before responding.

    BEHAVIOR: During a team meeting, you listen carefully to a coworker's concern, ask clarifying questions, and summarize their point before offering your opinion.

  • SKILL: Understanding and appreciating another person's feelings, perspectives, and experiences.

    BEHAVIOR: A colleague appears frustrated after receiving criticism. Instead of dismissing their reaction, you acknowledge how difficult the situation may feel for them.

  • SKILL: Taking action to help or support someone who is struggling.

    BEHAVIOR: You notice a teammate overwhelmed by deadlines and volunteer to assist with part of the workload.

  • SKILL: Understanding the culture, dynamics, priorities, and informal relationships within a group or organization.

    BEHAVIOR: Before proposing a major change, you consider how different departments and stakeholders may be affected.

  • Skill: Anticipating and meeting the needs of others while creating value for them.

    Behavior: A customer expresses confusion about a process, and you proactively guide them through each step rather than simply answering their immediate question.

Relationship Management

  • SKILL: Positively shaping the thoughts, decisions, or actions of others through trust and credibility.

    BEHAVIOR: You gain support for a new initiative by presenting facts, listening to concerns, and demonstrating its benefits.

  • SKILL: Working collaboratively with others to achieve shared goals.

    BEHAVIOR: Team members divide responsibilities based on strengths and regularly communicate progress to ensure success.

  • SKILL: Addressing disagreements constructively to find productive solutions.

    BEHAVIOR: Two coworkers disagree on priorities. You facilitate a discussion that focuses on facts, interests, and common goals.

  • SKILL: Motivating others through vision, purpose, and positive example.

    BEHAVIOR: A leader helps the team stay focused and optimistic during a difficult project by clearly communicating the mission and recognizing progress.

  • SKILL: Helping people improve their skills, confidence, and performance.

    BEHAVIOR: An experienced employee mentors a new hire and provides constructive coaching.

Self-Awareness

  • SKILL: Accurately evaluating your strengths, weaknesses, and performance.

    BEHAVIOR: After completing a presentation, you identify what went well and where you need improvement.

  • SKILL: Recognizing and understanding your own emotions and their impact on your behavior.

    BEHAVIOR: You realize your frustration from a previous meeting is affecting your attitude before an important conversation.

  • SKILL: Acting consistently with your values and being genuine with others.

    BEHAVIOR: You speak up in a group stating what you believe rather than what you think will get you included in the group.

  • SKILL: Valuing yourself and maintaining healthy personal standards and boundaries.

    BEHAVIOR: Walking away from something that no longer serves you, grows you, or makes you happy.

  • SKILL: Trusting your abilities while remaining open to learning and feedback.

    BEHAVIOR: Trying something that you have never done before, knowing that you will make mistakes … but believing that you will succeed.

Self-Management

  • SKILL: Managing emotions, impulses, and reactions effectively.

    BEHAVIOR: Instead of responding angrily to criticism, you pause, consider the feedback, and respond professionally.

  • SKILL: Taking responsibility for your actions, decisions, and results.

    BEHAVIOR: When a project falls behind schedule, you acknowledge your role, communicate transparently, and implement corrective actions.

  • SKILL: Maintaining energy, commitment, and persistence toward meaningful goals.

    BEHAVIOR: Despite obstacles or setbacks, you continue working toward finishing a task because of the long-term value - personal growth, recognition, challenges, purpose, relationships, and/or rewards.

  • SKILL: Adjusting effectively to changing circumstances and new information.

    BEHAVIOR: A project requirement changes unexpectedly, and you quickly revise the plan rather than resisting the change.

  • SKILL: Demonstrating honesty, integrity, and reliability.

    BEHAVIOR: You follow through on commitments and communicate openly when challenges arise.

By observing the behaviors that contribute to effective conversations and relationships, the Model enables Clarion Conversational Intelligence (CI) to identify, measure, and strengthen the skills that improve conversations, relationships and outcomes.