CHAPTER ONE
defining emotional intelligence ew York City resident Omar Eduardo Rivera, a blind computer technician, was at his desk with his guide dog “Dorado” on the 71st floor of the north tower of the World Trade Center when a hijacked airplane struck the building twentyfive floors above him. Rivera heard crashing glass, and smoke began to fill the room. He unleashed Dorado, a four-year-old Labrador Retriever, so the dog could escape. “I hoped he would be able to quickly run down the stairs without me and get to safety,” explained Rivera. “I thought he’d be so scared he’d run. Everything was in chaos and everyone was rushing down the stairs.” Dorado disappeared into a throng of people, and Rivera was resigned to die. Suddenly he felt a familiar fuzzy nose at his knee—Dorado had returned! The faithful 1