Emotional Intelligence in the Workplace

Emotional Intelligence11What is EI?Name a competency from our model & give an example of how someone has displayed this competency this weekWhat is group EI?Page #Objectives To understand emotional intelligence and how it relates to personal and organizational success.To apply EQ tools to increase personal skills: self -awareness and self -management of personal emotions.To apply EQ tools to increase social skills: recognizing the emotions in others and responding to those emotions.To understand strategies for promoting EITo discuss the EI competencies framework2Food for Thought!If you can not be a pencil to write anyone's happiness, try at least to be a nice rubber to erase everyone's sorrows

We hire people for technical reasons and fire them for behavioral reasons.

3Introduction4IntroductionPhysiological side: Emotion is a complex state of human mind, involving bodily changes of widespread character such as breathing, pounding heart, flushed face, sweating palms, pulse rate, gland secretions, etc.

Psychological side, a state of excitement or perturbation marked by strong feelings

5Our Thoughts and EIWatch your thoughts; They become your words. Watch your words; They become your actions. Watch your actions; They become your habits. Watch your habits; They become your character.Watch your character for it will become your destiny.6Preconscious Thoughts(Seymour Epstein, 1998)EventMary did notsay HelloThoughtMary is asnobEmotionAngerSecondary Mental ReactionMary thinks shes better than meIll show her what that feels like!BehaviorDevelops antagonisticrelationship with MaryEmotionIncrease inangerDestructive Sequence77Page #Preconscious Thoughts(Seymour Epstein, 1998)EventMary did notsay HelloThoughtMary isPreoccupiedEmotionPuzzlementEmotionSympathyWarmthBehaviorMaintains friendly, rewardingrelationship with MarySecondary Mental ReactionMaybe somethings bothering MaryThoughtMary is asnobEmotionAngerSecondary Mental ReactionMary thinks shes better than meIll show her what that feels like!BehaviorDevelops antagonisticrelationship with MaryEmotionIncrease inangerDestructive SequenceConstructive Sequence88Page #Intelligence "An intelligence is the ability to solve problems, or to create products, that are valued within one or more cultural settings (Gardner, 1983/2003,)

9Emotional Intelligence PioneersThe origins of EI are both historical and biologicalHISTORICAL ORIGINDarwin - emotional expression has evolved across species - implies that emotion and the capacity to read it is universal across human beings and related mammals. 1920- Thorndike - social intelligence1983- Howard Gardner- intra and interpersonal intelligence1985- Wayne Payne first to use the term EI1990 Salovey and Mayer1995 - Daniel Goleman

10BIOLOGICAL ORIGINThe Neocortex (the thinking brain) empowers us with the ability to form an opinion, take a decision and gauge how we are feeling

When the amygdala is not allowed to function we experience Emotional Hijacking

When the amygdala, the pre-frontal lobe and the Neocortex interact properly, EI rises as well as intellectual ability11Biological Origin

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14Definition of Emotional Quotient (EQ)15What is EQ (Emotional Quotient)?16EQ & IQEQ IQEmotionalExperientialCognitiveAcademic1717Page #PerformanceChallenge LevelPositive emotionsNegative emotionsAtCapacityManaging Emotions Improves PerformanceToo much work combined with negative emotions lowers your performance.18Page #Emotional intelligence is the ability to think constructively and act wisely!CognitiveMind EmotionalMindAppropriateBehaviorEI1919Page #Characteristics of a High EQ PersonA time to wait and a time to watchA time to be aggressive and a time to be passiveA time to be together and a time to be aloneA time to fight and a time to loveA time to work and a time to playA time to cry and a time to laughA time to confront and a time to withdrawA time to speak and a time to be silentA time to be patient and a time to decide.2020Page #Characteristics of a low EQ PersonIf only I had a different job If only I had finished graduation If only I had been handsome/beautiful If only my spouse had stopped drinking If only I had been born rich and famousIf only I had good contactsIf only I had better friends If only I had married someone else

2121Page #Importance Of Emotional IntelligenceGeneral Happiness: EI leads to general happiness.High EQ Low EQMotivation FrustrationSatisfaction DisappointmentFulfillment ResentmentHappiness SorrowThus high EQ generates positive feeling which results into general happiness. And low EQ generates negative feeling which results into general unhappiness.EQ IS THE MEASURING UNIT OF EMOTIONS22

EI and the Half Full Glass!23

EQ is the distinguishing factor that determines if we make lemonade when life hands us lemons or spend our life stuck in bitternessImportance of EQ or EI2424Page #Two view points about EQ or EITraditionalistssay that emotionsHigh performerssay that emotionsDistract usIncrease our vulnerabilityCloud our judgmentInhibit free flow of dataMust be controlled

Motivate usIncrease our confidenceSpeed our analysisBuild trustProvide vital feedbackMust be managed2525Page #Emotional Bank AccountSeek First to UnderstandKeeping PromisesHonesty, OpennessCourtesiesWin-Win or No Deal ThinkingClarifying ExpectationsLoyalty to the AbsentApologiesReceiving Feedback and Giving I Messages

Seek First to Be UnderstoodBreaking PromisesSmooth ManipulationDiscourtesiesWin-Lose or Lose-Win ThinkingViolating ExpectationsDisloyalty, DuplicityPride, Conceit, ArroganceNot Receiving Feedback and Giving You Messages

DEPOSITSWITHDRAWALS26Emotional Intelligence The Conceptual ModelSelf-AwarenessSocial AwarenessSelf-ManagementRelationship ManagementSelfOthersRecognitionRegulationPositive impacton others27Emotional Intelligence Competencies FrameworkSelf-Awareness Emotional self-awareness Accurate self-assessment Self-confidenceSocial Awareness Empathy Organizational awareness ServiceSelf-Management Self-control Transparency Adaptability Achievement Initiative OptimismRelationship Management Influence Inspirational leadership Developing others Change catalyst Conflict management Teamwork and collaborationBuilding bondsCommunication 28Use of EQ or EI at WorkplaceIt is EQ that will:

Solve our retention & morale problemsImprove our creativityCreate synergy from teamworkSpeed our information by way of sophisticated people networksDrive our purpose; and Ignite the best and most inspired performance from our followers.2929Page #Why use EQ in the WorkplaceThe workplace & workplace culture is changing.Today the emphasis is more on people-focused style of leadership.Today employees are motivated by the relationship they have in their workplace & EI seems like a logical framework to help build these relationships.Emotions influence all aspect of our lives.Its impossible to separate them from work.They play a large role in how others perceive us through our tone of voice, facial expressions and body language. 3030Page #Negative Workplace EmotionsNegative emotions can lead to negative workplace behaviours: Production (leaving early, intentionally working slowly)Property (stealing, sabotage)Political (gossiping, blaming co-workers)Personal aggression (sexual harassment, verbal abuse)3131Page #What is Group Emotional Intelligence? The ability of a team to generate operating norms that increase awareness of emotion and management of behavior in ways that have positive emotional consequences

3232Skip this slide but keep it in for now so I dont forget the information.Page # 3 Levels6 Dimensions9 NormsIndividualGroup awareness of membersInterpersonal understandingGroup management of membersConfronting members who break normsCaring behaviorGroupGroup self-awarenessTeam self-evaluationGroup self- managementCreating resources for working with emotionCreating an optimistic environmentProactive problem solvingCross-boundary (External)Group social awarenessOrganizational understandingGroup social skillsBuilding external relationshipsGroup EI Model3333 Definitions of NormsInterpersonal understanding (understanding feelings, interests, concerns, strengths and weaknesses of members) (IU)Confronting members who break norms (having rules of conduct, speaking up when a member does something out of line) (CN)Caring behavior (communicating affection, appreciation, and respect for other members) (CB)Team self-evaluation (evaluating self, including emotional states, strengths & weaknesses in interaction and operation) (TE) Creating resources for working with emotion (accept emotions as part of group and encourage expression and examination of feelings) (WE)Creating an affirmative environment (positive group affect, optimistic outlook)(CA)Proactive problem solving (taking initiative to anticipate problems before they occur or to immediately or actively take ownership and control of a problem ) (PS)Organizational understanding (understanding the socio-political system of which group is a part, including the concerns and needs of other groups) (OA)Building external relationships (help other teams, builds positive contact with external constituents, obtains external support and secures resources) (BR)Page #Emotionally Intelligent OrganizationsThe emotionally intelligent work group or organization has a culture that exhibits:Organizational Self- Awareness of its internal and external needs; Management of Organizational Emotions through leadership, celebration and environment; Organizational Motivation through meaningful work and the delivery of incentives; Organizational Empathy by maintaining effective and meaningful relationships with consumers and employees;Mentoring of Organizational Social Skills through training, productive personnel selection practices, and performance appraisal.

34Nine Strategies for Promoting Emotional IntelligenceTaking the time for mindfulnessRecognizing and naming emotionsUnderstanding the causes of feelingsDifferentiating between emotions and the need to take actionPreventing depression through learned optimism

35Nine Strategies for Promoting Emotional IntelligenceManaging anger through learned behavior or distraction techniquesListening for the lessons of feelingsUsing gut feelings in decision makingDeveloping listening skills

36The Ten Habits of Emotionally Intelligent People1. Label their feelings, rather than labeling people or situations."I feel impatient." vs "This is ridiculous." "I feel hurt and bitter". vs. "You are an insensitive jerk.""I feel afraid." vs. "You are driving like a idiot."2. Distinguish between thoughts and feelings.Thoughts: I feel like...& I feel as if.... & I feel that Feelings: I feel: (feeling word)3. Take responsibility for their feelings."I feel jealous." vs. "You are making me jealous."4. Use their feelings to help them make decisions. "How will I feel if I do this?" "How will I feel if I don't"5. Show respect for other people's feelings.They ask "How will you feel if I do this?" "How will you feel if I don't."37The Ten Habits of Emotionally Intelligent People386. Feel energized, not angry. They use what others call "anger" to help them feel energized to take productive action. 7. Validate other people's feelings.They show empathy, understanding, and acceptance of other people's feelings.8. Practice getting a positive value from their negative emotions.They ask themselves: "How do I feel?" and "What would help me feel better?" They ask others "How do you feel?" and "What would help you feel better?"9. Don't advise, command, control, criticize, judge or lecture to others. They realize it doesn't feel good to be on the receiving end of such behavior, so they avoid it. 10. Avoid people who invalidate them, or don't respect their feelings.As much as possible, they choose to associate only with other people with high EQ.EI and Leadership StyleLeadership StyleEI CompetenciesImpact On ClimateObjective When Appropriate Coercive Drive to achieve; initiative, emotional self-control Strongly negativeImmediate compliance In a crisis, to kick-start a turnaround, or with problem employees. VisionarySelf-confidence; empathy; change catalyst Most strongly positiveMobilize others to follow a visionWhen change requires a new vision, or when a clear direction is needed. AffiliativeEmpathy, building bonds; conflict management Highly positiveCreate harmony To heal rifts in a team or to motivate during stressful times.Democratic Collaboration; team leadership; communication Highly positive Build commitment through participation. To build buy-in or consensus, or to get valuable input from employeePacesetting Conscientiousness; drive to achieve; initiative Highly negativePerform tasks to a high standard. To get quick results from a highly motivated and competent team. Coaching Developing others; empathy; emotional self-awareness Highly positiveBuild strengths for the future. To help an employee improve performance or develop long-term strengths. 39ConclusionPeople who possess a high degree of emotional intelligence know themselves very well and are also able to sense the emotions of others. They are affable, resilient, and optimistic.

People high in EI are mostly to weave real social fabric within an organization, and between an organization and its stakeholders, whereas those low in EI may tend to create problems for the Organization through their behaviours

Permit me to conclude with the Serenity Prayer:

"God grant us the serenity to accept the things we cannot change,courage to change the things we can,and wisdom to know the difference!40ConclusionNever speak out of anger; Never act out of fear; Never choose from impatience; But waitand peace will appear.

People may forget what you said and forget what you did, but may never forget how you made them feel.

Feeling gratitude and not expressing it is like wrapping a present and not giving it

41CONCLUSIONQUESTIONS

COMMENTS

THANK YOU42Page #