understanding emotional intelligence · a leader’s intelligence has to have a strong emotional...

Understanding Emotional IntelligenceA core competency

John C. Pompe, Psy.D., SPHR

Global Manager, EAP and Employee Health Programs

Caterpillar Inc.

LPSD Business Resources Leadership SummitFebruary 20, 2019

Caterpillar Confidential GreenCaterpillar: Confidential Green

Agenda

• What is Emotional Intelligence?

• EQ in support of Caterpillar’s Strategy

− Why is it important in a business setting?

− Why is it important for leaders and consultants?

• Your EQ and how to improve it


Social Health• Healthy and productive relationships

• Inclusion and connectedness

• High performing teams

• EQ can impact our workplace culture and

climate

• The end goal of EQ development is

healthier, more productive relationships


A set of skills that influence our ability to effectively:

• Perceive and interpret emotions and behavioral intent

• Express emotions appropriately

• Influence our interpersonal interactions

• Maintain positive relationships

• Positively impact our social environments

• EQ should NOT be all in your head. It is a means to

change behavior and build productive relationships.

What Is (behavioral) Emotional Intelligence (EQ)?

…the capacity for recognizing

our own feelings and those of

others, for motivating

ourselves, for managing

emotions well in ourselves and

in our relationships.

“

”- Daniel Goleman


Sensory

input

Limbic System

and AmygdalaEmotion and arousal

center. Fight or flight

system. Fast and

automatic.

NeoCortex and

Frontal LobeRational thinking,

analytics, problem

solving. Slower and more

deliberate.

The Neurology of

Emotional Intelligence


Sensory

input

Limbic System

and AmygdalaEmotion and arousal

center. Fight or flight

system. Fast and

automatic.

NeoCortex and

Frontal LobeRational thinking,

analytics, problem

solving. Slower and more

deliberate.

1.Awareness and detection of

emotionally arousing events. The

ability to PREDICT our response

and that of others.

2.Quickly detect our emotional

arousal, particularly in relation to

others.

What does higher EQ allow us to do?

3. Slow down and put space between

our arousal and our action

4. Analyze our/others’ emotions, make

sense of them, and plan our action.


Awareness of

emotions and

behaviors of

ourselves and

others.

The ability to

interpret the

meaning and

intent of both

emotions and

behaviors

Coping with

challenging

situations,

staying in control,

influencing

interactions

Adjusting our

behavior.

Developing

relationships

and maintaining

them in the long

term.

4 Characteristics of EQ


People with

Low Emotional Intelligence

People with

High Emotional Intelligence

• Are introspective

• Are humble

• Listen and think before they speak

• Offer suggestions

• Get to know others

• Use emotions sparing and strategically

• Are transparent and create safety for others

• Take responsibility for themselves and others

• Cope with stress and conflict

• Draw people to them

• Are externally focused

• Struggle to admit weakness

• Talk and then wait to talk some more

• Argue to win

• Don’t take the time to get to know others

• Are impulsive and volatile

• Transparency is a one way street with potholes

• Blame others

• Lose effectiveness during tense moments

• Repel others (sometimes subtly)


“ A leader’s intelligence has to have a strong emotional

component. S/he has to have high levels of self-

awareness, maturity, and self control. She must be able

to withstand the heat, handle setbacks, and when those

lucky moments arise, enjoy success with equal parts of

joy and humility. No doubt emotional intelligence (EQ) is

more rare than book smarts, but my experience says it is

actually more important in the making of a leader. You just

can’t ignore it.

” Jack Welch, Former CEO of General Electric

Our workplace challenge


Why is EQ so important in the workplace?

Research shows

convincingly that emotional

intelligence (EQ) is more

important than IQ in almost

every role, and many times

more important in leadership

roles.- Dr. Steven Covey

EQ positively impacts

• Communication

• Relationship quality

• Team engagement and retention

• Organizational effectiveness and stress

• Adaptability and ability to change

• Individual and team performance


Individual Behaviors

Our Values in Action

Leader Behaviors

Making Great Leaders

Employee Insights

Diversity & Inclusion

The Caterpillar Experience


People- Who we engage

Every employee must help us achieve our goals

− We have a behavior model to help us focus on the critical behaviors needed for our strategy


Scoring your Brief EQ Self Assessment


• What are your stronger areas and those that may need some work?

• What do you think this means for you?

• Any surprises?

• Remember:

− No good/bad

− This isn’t about NOT experiencing emotions

− EQ has high levels of plasticity. It can change if you try.

Scoring your Brief EQ Self Assessment


Four skills. Two Competencies.



Personal competence• Self awareness and self management

skills

• More about YOU than others

• Being aware of your emotions, and

• Controlling your behavior



Personal competence• Self awareness and self management

skills

• More about YOU than others

• Being aware of your emotions, and

• Controlling your behavior

Social competence• Social awareness and relationship

management skills

• Ability to understand mood, behavior and

motives. Show empathy.

• Adjust your behavior to achieve a goal.


Developing Your EQ Skillset


Self AwarenessYour ability to accurately perceive your own emotions in the

moment and understand your tendencies across situations.

• Self Awareness is a foundational skill. When you

have it, the EQ skills come easier.

• Highly correlated to job performance

• Requires a lot time to introspect and reflect

• Involves an understanding or your strengths,

motivations and what triggers you.


Self Awareness Strategies

1. Take time to reflect on how you feel about your experiences.

Monitor yourself through mindfulness and journaling.

2. Develop the language to articulate how you feel. Recognize

how emotions make you feel physically. Know yourself

understand stress.

3. Don’t treat having or expressing feelings as good or bad.

There are no good/bad emotions, only misplaced emotions.

4. Know who/what pushes your buttons and WHY. Recognize

that controlling this is your responsibility. Don’t count on others

to fix how you feel.

5. Ask for feedback. Validate your observations.


Self ManagementYour ability to use your awareness of your emotions to stay

flexible and actively choose [control] what you say and do.

• Builds upon Self Awareness - you can’t manage your

emotional response unless you recognize it.

• Recognizing then regulating emotions. Impulse

control- Putting space between the stimuli and your

reaction.

• Avoiding the Limbic System’s “emotional hijacking”

• It is a challenge to be passionate and driven, but stay

in control of your emotional reactions


Self Management Strategies

1. Centering: deep breaths to slow your mind and body

2. Take a time out. Count to 10 before responding. Never email or text

angry. Sleep on it.

3. Take care of your body- diet, exercise, relaxation and fun. Good sleep

hygiene

4. Control your thinking and self-talk. Focus on what you can control. Keep

expectations reasonable and flexible.

5. Learn from those role models who appeared measured and controlled.

Get objective, feedback from others who are not emotionally invested in

you. EAP can help.


Social AwarenessYour ability to accurately pick up on emotions in other people

and understand what is really going on with them.

• Listening and observing are key

• Empathy- express an understanding

• Requires setting aside your feelings and biases

• You aren’t listening and watching if you are thinking

of your own feelings or what you are going to say

• Must be in the moment

• Can involve group interaction


Social Awareness Strategies

1. Listen and pay attention. Be present and in the moment.

2. Practice and refine your empathy. Step into others’ shoes.

Recognize cultural differences. If you are in doubt, ask.

3. Plan ahead for social encounters. Learn names. Greet people by

their names.

4. Watch body language. Detect the mood of your audience and

adjust.

5. Recognize how your emotions and biases may be impacting

others.


Social SkillsYour ability to use your emotional awareness to shape your

encounters, influence and inspire others, put them at ease, and

thrive in your relationships

• Essential for leadership: foundation of engagement,

leadership and interpersonal effectiveness.

• Brings out the best in people.

• Helps problem solve and resolve conflicts.

• Builds bonds with individuals and teams to get the

job done.

• Poses the biggest challenge during times of stress.


Social Skills Strategies

1. Be reasonably open and curious of others. Ask questions.

2. Build trust through consistency and reliability. No mixed signals. Align the

verbal and nonverbal. Control meta messages.

3. Openly recognize others’ emotions. When you care, show it. Small gestures

go a long way (including unwavering politeness). Demonstrate

complimentary emotions.

4. Routinely ask for feedback. Take it well. Ask of your door needs to be more

open.

5. Only get mad on purpose.


Emotionally Intelligent People…

1. Continually work to improve self awareness

2. The are measured and controlled. They think before the speak

and act.

3. The are highly attuned to those around them, including groups

and workplace cultures.

4. They put people at ease and quickly adjust their behavior.

5. Have a fund of emotional experience, but they use it effectively.

Summary


• EQ can be improved with awareness and practice.

• Emotional awareness isn’t easy for most of us. Using EQ to improve

relationships takes time.

• Emotional awareness alone isn’t enough. We have to translate it to behaviors.

• Even the best of us have lapses and fail to manage our behavior.

• Accurate, honest feedback is helpful

Summary


Next Steps

1. Pick ONE skill area where you want to focus.

2. Review the suggested action steps in detail.

3. Pick 3 specific action items and develop a written

action plan.

4. Seek a mentor or trusted person to share your

plan and give you feedback.

5. EAP can help as a resource for coaching,

feedback and help making changes.

6. Do some reading on EQ.

7. Retest.

understanding emotional intelligence · a leader’s intelligence has to have a strong emotional...

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