Transcript Emotional Intelligence - Institute of Management Accountants

A short primer
Emotions
 What are emotions?
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From Wikipedia,
 “Emotion is the complex psychophysiological
experience of an individual’s state of mind as
interacting with biochemical and environmental
influences.”
Emotions
 Let’s try again.
 “The Oxford English Dictionary defines emotion as
“any agitation or disturbance of mind, feeling ,
passion; any vehement or excited mental state.” I take
emotion to refer to a feeling , and its distinctive
thoughts, psychological and biological states, and
range of propensities to act.”(1)
 (1) . Daniel Goldman, 1995)”Emotional Intelligence” ,
Bantam, (ISBN 0-553=37506-7)pg289.
Examples
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From Wikipedia, Examples
Affection, Anger, Annoyance, Apathy
Depression
Despair, Disgust
Fear
Happiness
Sadness
Shame, Guilt
Worry
Love
Surprise or shock
And more
Why do we experience emotions ?
 “Automatic reaction of this sort have become etched in our
nervous system, evolutionary biologist presume, because for a
long and curial period they made the difference between survival
and death.”(2)
The primitive brain did think or learn, but developed regulators
that kept the body running to ensure survival.”The fact that the
Thinking brain grew from the emotional reveals much about the
relationship of thought to feeling ; there was an emotional brain
long before there was a rational one” (3)
 (2). Daniel Goldman, 1995)”Emotional Intelligence” , Bantam,
(ISBN 0-553=37506-7)pg 5.
 (3) Ibid. pg 10
Two Minds
 “ In a very real sense we have two minds, one that thinks and one that feels”(4)
to where rational thinking occurs
 Information travel through the limbic system in the brain to where rational
thinking takes place. You experience feelings first.(5)
 (4). Daniel Goldman, 1995)”Emotional Intelligence” , Bantam, (ISBN 0553=37506-7)pg8.
 (5) “Bradberry, Travis, and Greaves, Jean. (2003)”the Emotional Intelligence
Quick Book.” Fireside(ISBN 0-7432-7326-5) p 12.
What is Emotional Intelligence?
 From Wikipedia, the free encyclopedia
 “ Emotional intelligence (EI)describes the ability, capacity,
skill or, in the case of the trait EI model, a self- perceived
grand ability to identify, asses, manage and control the
emotions of one’s self, of others, and of groups”(6)
 “types of intelligence, such as IQ, fail to fully explain
cognitive ability”(7)
 (6)Bradberry, Travis and Greaves, Jean.(2009) “ Emotional
Intelligence 2-0”. San Francisco: Publishers Group
West.(ISBN 9780974320625)
 (7) Smith, M.K.(2002)” Howard Gardner and Multiple
intelligences”, The Encyclopedia of Informal Education
What is Emotional Intelligence?
 “Quite Simply, emotional Intelligence is the intelligent
use of emotions: you intentionally make your emotions
work for you by using them to guide behavior and
thinking in ways that enhance your results.”(8)
 (8) Weisinger, Hendrie,”(1998)”Emotional Intelligence
at work ”Jossey-bass, Inc. Publishers
Why do we care?
 “ It is estimated that more than 60 percent of success
in business comes from the use of emotional
competence(EC). In addition, losses of more than $10
billion per year nationwide are estimated to result
from lack of EC.”(9)
 (9)DeLorenzo; Luskin; Robins.Shani, (Mar/Apr
2010)”Emotional Competence in Practice
Management” Journal of Financial Planning;
 Accounting and Tax periodicals pg22
“ The Business Case for Emotional
Intelligence”
 Why Emotional Intelligence is relevant.
 From the Consortium for Research for Emotional
Intelligence in Organization
 19 points to consider :
 1. U.S Air Force used EQ to select recruiters. The gain
was annual savings of $3 millions.
 2.Experienced partners of a consulting firm were
assessed on EI. Those scoring above nine delivered $1.2
million more profit.
More of the 19 points
 3. Analysis of more than 300 top executives showed six
emotional competencies distinguished stars from the
average.
 4.In jobs of medium complexes a top performer is 12
times more productive than bottom.
 5. At L’Oreal sales agents selected on the basis of
certain emotional competencies significantly out sold
salesman selected by old methods.
 6.National Insurance company agents sold policies
averaging twice the premium.
More Business Cases
 Executives and president with strong emotional
intelligence enjoy greater success.
 Financial advisors at American Express whose mangers
completed Emotional Competencies program were
compared to advisors whose managers did not. The
first group grew their business at a greater rate. (10).
(10) Chermiss, Cary, (1999).The Business case for
Emotional Intelligence The Consortium for Research
for Emotional Intelligence in Organization
Emotional Intelligence Skills
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Self Awareness
Self Management
Social awareness
Relationship management(11)
(11)Bradberry, Travis, and Greaves, Jean. (2003)”the
Emotional Intelligence Quick Book.” Fireside(ISBN 07432-7326-5)
Self Awareness
 “Self awareness includes staying on top of your typical reaction
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to specific events, challenges, and even people. A keen
understanding of your tendencies is important: it facilitates your
ability make sense of your emotions.” (12)
Emotions serve a purpose. Taking the time to think through
them is key.(13)
“People with greater certainty about their feeling are better pilots
of their lives.(14)
(12). Bradberry, Travis, and Greaves, Jean. (2003)”the Emotional
Intelligence Quick Book.” Fireside(ISBN 0-7432-7326-5)
(13) Ibid.
(14) . Daniel Goldman, 1995)”Emotional Intelligence” , Bantam,
(ISBN 0-553=37506-7)
Self Management
 When to act or not act.
 Very dependent on your self awareness
 “Managing your emotional reaction to situations and
people.”
 “Some emotion reactions to situations can create a
paralyzing fear”
 The ability to tolerate an exploration of your emotions.(17)
(17)Bradberry, Travis, and Greaves, Jean. (2003)”the
Emotional Intelligence Quick Book.” Fireside(ISBN 07432-7326-5)
Social Awareness
 The ability to pick up on the emotions of others and
understand them.
 Perceiving how others feel and how they are thinking
 Not just understanding your emotions, but the
emotional reactions of others and how it is affecting
their thinking(18)
 (18)Bradberry, Travis, and Greaves, Jean. (2003)”the
Emotional Intelligence Quick Book.” Fireside(ISBN 07432-7326-5
Relationship Management
 “Ensures clear communication and effective handling
of conflict.”
 “People who manage relationships well are committed
to their value and are able to see the benefit of
connecting with different people, even those they are
not fond of”(19)
 (19)Bradberry, Travis, and Greaves, Jean. (2003)”the
Emotional Intelligence Quick Book.” Fireside(ISBN 07432-7326-5)
Relationship Management
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“Aristotle’s Challenge”
“Anyone can become angry- that is easy. But to be angry
with the right person, to the right degree, at the right
time , for the right purpose, and in the right way-this is
not easy.”
Aristotle, The Nicomachean Ethics (20)
. (20)Daniel Goldman, 1995)”Emotional Intelligence” ,
Bantam, (ISBN 0-553=37506-7)
A Slightly different Delineation
 Five domains:
 1. Knowing one’s emotions.
 2. Managing emotions
 3.Motivating oneself
 4. Recognizing emotions in others
 5. Handling relationships(21)
 (21)Daniel Goldman, 1995)”Emotional Intelligence” ,
Bantam, (ISBN 0-553=37506-7)
Another
 The Four Branch Model
 1.Perceiving Emotion
 2.Using Emotion to facilitate Thought
 3. Understanding Emotions
 4. Managing Emotions (22)
(22) Mayer & Salovey, 1997, down loaded from
www.unh.edu/ emotional _ intelligence/
So What !
 Are you a slave to your emotions?
 Do you find your emotions controlling your decision
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making process ?
Do other peoples emotions create reactions to your
emotions ?
Are there times when you look back on a day, a
situation or an event and say why did I do, or say what I
did?
You are not alone.
IQ doesn’t change, what about EQ
“Your Brain is Plastic”
 The cells in your brain grow new ways to communicate with
one another in response to changing circumstances.
 Neurological term “ Plasticity”
 “ your emotional intelligence is a product of the amount of
communication between the rational and emotional
centers of your brain. When you practice emotional
intelligence skills, you strengthin this pathway, Your cells
literally branch out and grow connections between you
feeling and your reason – but it takes time.”(23)
 (23) Bradberry, Travis, and Greaves, Jean. (2003)”the
Emotional Intelligence Quick Book.” Fireside(ISBN 0-74327326-5)
Promoting emotional intelligence
in the work place
 From the Consortium for Research for Emotional
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Intelligence in Organization
Guide Lines for Best Practice
“These guidelines were developed for the Consortium
by Daniel Goleman and Cary Cherniss, with assistance
of Kim Cowan, Rob Emmerling, and Mitch Alder.
See www.EIConsortium.org
22 guidelines broken into for sections
Paving the Way
 1. Assess the Organization’s needs.
 2. Assess the individual.
 3. Deliver assessments with care.
 4. Maximize leaner choice.
 5. Encourage people to participate.
 6.Link learning goals to personal values.
 7. Adjust expectations.
 8.Gauge readiness
Doing the work of change
 9. Foster positive relationship between the trainers
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and learners.
10.Make change self-directed.
11. Set clear goals.
12.Break goals into manageable steps.
13. Provide opportunities to practice.
14. Give performance feedback.
15. Rely on experiential with methods.
16. Build in support.
Doing the work of change
Continued
 17. Use Models.
 18. Enhance insight.
 19. Prevent relapse.
Encourage Transfer and
Maintenance of Change
 20. Encourage use of skills on the job.
 21.Develope an organizational culture that supports
learning.
Did It Work? Evaluating Change
Evaluate.