Transcript EMOTIONAL INTELLIGENCE

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 Recall
a situation in the last one week when
you have felt extremely emotional…..
 Can
you identify the emotion?
 Name it
 Now recall how you felt?
 Describe it
 How did you deal with it?
 Describe your behavior
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 IQ
means intelligence quotient
 EQ
means emotional quotient
 EI
means emotional intelligence
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The
HEAD
The
HEART
IQ
EQ
THE PERSONALITY
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"Emotional Intelligence, more than any other
asset, more than IQ or technical expertise, is
the most important overall success factor."
Warren Bennis, Ph.D.,
Distinguished Professor of Business
Administration,
Founding Chairman of The Leadership Institute
at the USC
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THE PROFESSIONAL SUCCESS
GETS YOU
HIRED
GETS YOU
FIRED/PROMOTED
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 Emotion
– How a person feels about
something
 Intense & Specific
 Intelligence
– IQ
Multiple Intelligence
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Intelligence
Characteristics
Famous examples
Logical / Mathematical
Quantifies / Calculates /
Analytical /
Einstein
Verbal / Linguistic
Words
Writers / Poets /
Shgakespeare /Tom Peters
Interpersonal
Interacts / Understands
others / Empathises
Oprah Winfrey
Intrapersonal
Independent / GoalOriented / Perseverant
Howard Hughes
Visual / Spatial
Mental models
Architects
Musical
Sensitivity to pitch,
melody, rhythm
Mozart
Bodily / Kinesthetic
Physical movement
Gymnasts / Dancers
Naturalist
Connect to nature
Existential
Personal mission /
Purpose
Victor Frankl, Martin
Luther King
Emotional
Emotionally mature
Gandhi
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Ability to perceive and express emotion,
assimilate emotion in thought,
understand and reason with emotion,
and regulate emotion in oneself and
others
 The
subset of social intelligence that involves the
ability to monitor ones’ own & others feelings &
emotions, to discriminate amongst them and to use
this information to guide one’s thinking & actions
•Salovey & Mayer (1990)
 The
capacity for recognising our own feelings and
those of others, for motivating ourselves, and for
managing emotions well in ourselves and in our
relationships
•Daniel Goleman (1995)
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SelfAwareness
Social Skill
Dimensions
of
Emotional
Intelligence
SelfRegulation
SelfMotivation
Empathy
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Self Awareness
• Self-understanding; Knowledge of
feelings in the moment
Self –
Regulation
• Handle one’s emotions
Self Motivation
• Overcome negative emotional
impulse & delay gratification to
attain desired outcome or goal
Empathy
Social
Skills
• Understand & be sensitive to other’s
feelings
• Interact with ease with others &
form networks
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Highest
Lowest
Relationship
Management
Managing other people’s emotions
Social Awareness
Understanding and sensitivity to the
feelings, thoughts, and situation of
others
Self-management
Controlling or redirecting our internal
states, impulses, and resources
Self-awareness
Understanding your own emotions,
strengths, weaknesses, values, and
motives
Self Awareness Assignment:
• Recall the strongest emotions you experienced
recently. Beside each emotion, write down your
accompanying bodily sensations and thoughts.
• In a final column, write down how you became aware
of that feeling. That is, did you recognize the emotion
as it occurred, become aware of it through bodily
sensations, or become aware of it through thoughts?
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Recognition
Regulation
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Personal
Competence
(SELF)
Social Competence
(OTHER)
Self Awareness
Social Awareness
Emotional Self Awareness
Accurate Self Assessment
Self Confidence
Empathy
Service Orientation
Organisational Awareness
Self Management
Relationship
Management
Self Control
Trustworthiness
Conscientiousness
Adaptability
Achievement Drive
Initiative
Developing others
Influence
Communication
Conflict Management
Leadership
Building
bonds
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SELF AWARENESS
EMOTIONAL AWARENESS: Recognizing one’s
emotions and their effects.
ACCURATE SELF-ASSESSMENT: Knowing one’s
strengths and limits.
SELF-CONFIDENCE: Sureness about one’s self-worth
and capabilities.
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SELF MANAGEMENT
SELF-CONTROL: Managing disruptive emotions and
impulses.
TRUSTWORTHINESS: Maintaining standards of honesty
and integrity
CONSCIENTIOUSNESS: Taking responsibility for personal
performance.
ADAPTABILITY: Flexibility in handling change.
INNOVATIVENESS: Being comfortable with and open to
novel ideas and new information.
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SELF MOTIVATION
ACHIEVEMENT DRIVE: Striving to improve or
meet a standard of excellence.
COMMITMENT: Aligning with the goals of the
group or organization.
INITIATIVE: Readiness to act on opportunities.
OPTIMISM: Persistence in pursuing goals despite
obstacles and setbacks.
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SOCIAL AWARENESS
EMPATHY: Sensing others’ feelings and perspective,
and taking an active interest in their concerns.
SERVICE ORIENTATION: Anticipating,
recognizing, and meeting customers’ needs.
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SOCIAL SKILLS
INFLUENCE: Wielding effective tactics for persuasion.
COMMUNICATION: Sending clear and convincing
messages.
LEADERSHIP: Inspiring and guiding groups and people.
CHANGE CATALYST: Initiating or managing change.
CONFLICT MANAGEMENT: Negotiating and resolving
disagreements.
BUILDING BONDS: Nurturing instrumental relationships.
COLLABORATION AND COOPERATION: Working
with others toward shared goals.
TEAM CAPABILITIES: Creating group synergy in
pursuing collective goals.
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


EMOTIONAL COMPETENCY
EMOTIONAL MATURITY
EMOTIONAL SENSITIVITY
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



Tackling Emotional Upsets
High Self-esteem
Handling Egoism
Handling Inferiority Complex
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 Self-Awareness
 Developing
Others
 Adaptability and Flexibility
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 Understanding
Threshold of
Emotional Arousal
 Empathy
 Improving Inter-personal Relations
 Communicability of Emotions
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Intuitive
Appeal
EI predicts
criteria that
matter
EI is biologically
based
EI
is a vague
concept
EI cannot be
measured
Validity of EI is
suspect
Supporters say…
Critics speak…..
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 Fed
Ex – Leadership Development
 Daimler-Benz – Project Manager
 General Electric – Leadership Bench
 Eli Lilly – Sales Force
 US Navy & Marine Corps – Train-the-Trainer
for Change Management
 Harvard Business School study
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 At
L’Oreal, sales agents selected on the
basis of certain emotional competencies
significantly outsold salespeople selected
using the company’s old selection
procedure. On an annual basis, salespeople
selected on the basis of emotional
competence sold $91,370 more than other
salespeople did, for a net revenue increase
of $2,558,360. Salespeople selected on the
basis of emotional competence also had 63%
less turnover during the first year than
those selected in the typical way (Spencer
& Spencer, 1993; Spencer, McClelland, &
Kelner, 1997).
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
In a national insurance company,
insurance sales agents who were
weak in emotional competencies
such as self-confidence, initiative,
and empathy sold policies with an
average premium of $54,000. Those
who were very strong in at least 5 of
8 key emotional competencies sold
policies worth $114,000 (Hay/McBer
Research and Innovation Group,
1997).
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Another
emotional competence, the
ability to handle stress, was linked
to success as a store manager in a
retail chain. The most successful
store managers were those best able
to handle stress. Success was based
on net profits, sales per square foot,
sales per employee, and per dollar
inventory investment (Lusch &
Serpkeuci, 1990).
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Optimism
is another emotional
competence that leads to increased
productivity. New salesmen at Met
Life who scored high on a test of
"learned optimism" sold 37 percent
more life insurance in their first two
years than pessimists (Seligman,
1990)
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 Global
study by J&J Consumer & Personal Care
Group on 358 managers
 Rated by Supervisors, Peers & Subordinates
 High performance managers rated higher on
Self-Confidence, Achievement Orientation,
Initiative, Leadership, Influence and Change
Catalyst
 Gender Differences
 Females
 Supervisors - Adaptability and Service
Orientation
 Peers - Emotional Self-Awareness,
Conscientiousness, Developing Others,
Service Orientation, and Communication
 Males
 Change Catalyst
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
Financial advisors at American
Express whose managers completed
the Emotional Competence training
program were compared to an equal
number whose managers had not.
During the year following training,
the advisors of trained managers
grew their businesses by 18.1%
compared to 16.2% for those whose
managers were untrained.
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