The 5-Step EI Framework is a practical, action-based model for developing and applying emotional intelligence in the workplace. Created by EI specialist Amy Jacobson, the five steps are: Own It, Face It, Feel It, Ask It and Drive It. The framework is not a linear process. It is fluid and ever-moving. Different people move through the steps at different speeds, and real life rarely follows a neat sequence. What matters is knowing where you are and what step you need to lean into right now.
This framework is the backbone of Amy Jacobson’s programs, keynotes and both Wiley-published books. It has been delivered to organisations including Rio Tinto, EY, Fortescue, Bankwest, Alfred Health and the WA Department of Education.
The five key concepts of emotional intelligence (EI) are not stand-alone. They are an ever-moving fluent process, from step 1 through to step 5. This process is evident in every part of our lives. Everyone in your workplace is also going through it at their own speed — each at different steps and dealing with the steps in different ways.
Regardless of who you are, every human being goes through this process regularly. It is our effectiveness throughout the EI process that influences performance, relationships and our results in any workplace or situation. Let’s take a closer look at the 5 steps:
Step 1: Own It, Self-Awareness and Accountability
Own It is our self-awareness, and acceptance of the reality of the situation. It’s taking responsibility for who we are and why we do what we do, as well as understanding the way in which we are wired. EI is not necessarily about changing who we are: it’s understanding the wirings within our brain and working with them rather than against them. Yes, there is always the opportunity to grow and develop, but you also need to be true to yourself and remain authentic based on your values and beliefs. To Own It, stay who you are, accept reality and become a better version of you!
Step 2: Face It, Managing Your Emotional Response
Face It is about emotional regulation. Our amygdala is a small part of our brain that processes emotions – our ‘emotional brain’. Our neo cortex is our ‘logical brain’ – a large part of our brain where most of the analysis related to reasoning, perception, cognition and movement occurs. The standard process is that the logical brain receives information first and acts based on its analysis of the information before the emotional brain kicks in. Sometimes, an emotional hijack occurs: information goes to our emotional brain first and we respond emotionally before our logical brain has been engaged. It is overwritten with emotion and very little logic. These emotions must be faced. As much as we like to pass the buck and make it someone else’s fault that we feel a certain way, it really isn’t the case. How we choose to feel and respond in every situation is one of the only things we have control over in life.
Step 3: Feel It, Empathy and Reading the Room
Feel It is where we get out of our own head and feel the impact we have on the people around us and the impact life is having on them. It’s no longer about us.Our greatest leadership skills come as we learn to understand what makes each of the people around us tick and empathise with them. It’s about noticing the differences between other people and what makes them different from us. Importantly, understanding that ‘different’ is a good thing and is required to achieve balance within any team.Feel It is the ability to:
Read the energy of a room and the unspoken signs from other people’s body language.
Be empathetic and recognise the emotion that other people are feeling.
Understand what makes other people tick, what their drivers are and how to empower them.
Know that it’s not always about us. Sometimes the change is a massive improvement for other people.
Step 4: Ask It, Communication and Genuine Dialogue
Ask It is all about the way we communicate. The emotional brain is known to fire questions at us during step 2, but by the time we reach step 4, we are in control of our emotions. We understand and have engaged the people around us and we are ready to bring logic into play. Ask It is about asking the right questions but, more importantly, answering the questions that other people are potentially asking us. We start to ask the when, how, who and what questions.We want to know exactly what needs to happen to achieve the outcome: who needs to be involved; how each person will be involved and how they will do it; and when each step is happening. Ask It is driven by the logical brain. It can’t be one-sided; it must be open and effective. It must consist of genuine questions asking for an answer. If we ask for feedback, it’s actually meaning it, listening and responding to the feedback provided.
Step 5: Drive It, Motivation and Follow-Through
Drive It is when the rubber hits the road — this is the action and progress step. This sounds like the simplest part of the process, but unfortunately, we are not always great at the implementation. We work with the chemicals (serotonin, dopamine, endorphins, oxytocin and cortisol) in our head to create motivation and achieve the desired outcome. It’s about working smarter, not harder, and leveraging the natural ways our brain works.It’s about doing what we say we are going to do and being efficient while doing it. Emotions can resurface here, and we might be so excited that we want everything to happen immediately. A bit like Veruca Salt from Charlie and the Chocolate Factory saying, ‘I want it, Daddy, and I want it now’ and then ending up with nothing because the greed and want was unrealistic. Or hesitation and fear could hold us back from this final step, and even drag us back to step 2 to face the emotions again.
Understanding the process for ourselves provides opportunities for our own personal EI growth and progress. Understanding the process for others creates the ability to individually identify how each team member is coping and what it will take to help them move forward. This is a fantastic leadership skill that is evident in an emotionally intelligent workplace.
Frequently Asked Questions: The 5-Step EI Framework
What is Amy Jacobson’s 5-Step EI Framework?
It is a practical model for building and applying emotional intelligence, developed by Amy Jacobson over more than 20 years of working with organisations across Australia. The five steps are Own It (self-awareness), Face It (emotional regulation), Feel It (empathy), Ask It (communication) and Drive It (motivation and action).
Do you have to follow the 5 steps in order?
No. The framework is fluid, not sequential. In real life, you might need to lean into Face It because you are in the middle of a difficult situation, or Drive It because your team has lost momentum. The steps are interconnected and you move through them based on what the situation requires.
What types of organisations use this framework?
The 5-Step EI Framework has been delivered to organisations across mining, finance, health, government and professional services, including Rio Tinto, EY, Fortescue, Bankwest, Alfred Health and the WA Department of Education.
Where can I learn more about the framework in depth?
Amy Jacobson’s two Wiley-published books, Emotional Intelligence: A Simple and Actionable Guide to Increasing Performance, Engagement and Ownership and The Emotional Intelligence Advantage: Mastering Change and Difficult Conversations, go deep into the framework with real-world case studies and practical tools.
Can the framework be applied to change management and difficult conversations?
Yes. The 5-Step EI Framework is the foundation of Amy’s Change Intelligence System and her Mastering Change and Difficult Conversations program. Own It, Face It and Feel It are particularly critical when navigating change or high-stakes conversations.
