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Emotional Intelligence
Presented by Sandra Van Den Ordel
May 2014
Setting the Scene
Setting the Scene
WHAT IS EQ?
Optimising Personal Effectiveness
SELF AWARENESS
“Success in the knowledge economy comes to those who know themselves – their strengths, their values, and how they best perform.”
Peter Drucker, 1999
Business Leaders With High EQ
Jack Welch, Chairman of GE: “A leader’s intelligence has to have a strong emotional component. He has to have high levels of self-awareness, maturity and self-control. No doubt emotional intelligence 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.” http://ncra.info/docs/WinningTeams/The%20Case%20for%20EQ%20Jack%20Welch.pdf
A talent for dealing with people tops the list of important business skills, according to Jamie Dimon, CEO of JPMorgan Chase. “It’s not IQ that leads to success,” he said. “EQ is more important: emotional intelligence, social skills, how you relate, can you get things done. That’s what makes a difference, especially in management.”
http://www.chicagobooth.edu/news/2007-03-16_dimon_fireside.aspx
Business Leaders With High EQ
Richard Branson: Developing staff through praise and recognition and having fun are also important ingredients of Branson’s philosophy on leadership. Branson’s high level of heart centred emotional intelligence is evident in all the amazing inspiring things that he has done and continues to do.
http://www.the-coaching-academy.com/blog/coaching-articles/leading-with-heart-centred-emotional-intelligence---dee-harding.html
Business Leaders With High EQ
Indra Nooyi, CEO of PepsiCo has not only led her company to record financial results but is making strides to move PepsiCo in a healthier direction... She is deeply caring and committed as a senior executive. http://www.forbes.com/sites/davidkwilliams/2012/07/24/top-10-list-the-greatest-living-business-leaders-today/
Business Leaders With High EQ
Brand Pretorius Ex-CEO McCarthy Limited South Africa: “If you cannot manage yourself it is impossible to lead others effectively. It is vital that leaders must have sufficient Emotional Intelligence (EQ) in that leaders need to be able to both understand and manage their own emotions and cultivate good relationships with others.” http://durbanchamber.com/profiles/blogs/a-leader-among-men-brand-pretorius
Business Leaders With High EQ
• Throughout life we need to continue to work on our leadership and self-awareness around the following framework:
• Our ‘heads’ - emotional intelligence, compassion, insight and knowledge.
• Our ‘hearts’ - principles and values. • Our ‘hands’ - how we conduct ourselves
and how we behave and interact with others • Leadership magic happens when our ‘heads’
and ‘hands’ meet, but we need to know that the fountain to leadership is our hearts.
Business Leaders With High EQ
Sheryl Sandberg: COO of Facebook: Combined with her efficiency is her EQ, an uncanny grasp of how people feel. As Zuckerberg puts it, “She’s unique in that she has an extremely high IQ and EQ, and it’s just really rare to get that in any single person.” http://ideas.time.com/2013/03/07/confidence-woman/3/
Business Leaders With High EQ
Emotional Intelligence is a way of recognizing, understanding, and choosing how we think, feel, and act.
It shapes our interactions with others and our
understanding of ourselves.
It defines how and what we learn; it allows us to set priorities; it determines the majority of our daily actions. Research suggests it is responsible for as much as 80% of
the "success" in our lives."
Handle With Care: Emotional Intelligence Activity Book by Freedman et al
A Definition of EQ
Emotional-social intelligence is a cross-section of interrelated emotional and social competencies
and skills that determine how effectively we understand and express ourselves, understand others and relate with them, and cope with daily
demands.
Dr Reuven Bar-On, 2005
A Definition of EQ
Why Measure EQ?
The measurement of emotional intelligence in the workplace is the first step toward improving it.
By understanding the strengths and weaknesses of
[yourself, your] teams and employees, you can systematically work toward increasing
the skills that count.
Dr Reuven Bar-On
The ROI on EQ Development EQ Advantage (2004)
• Organisational ROI: increased innovation, productivity, customer service and happy employees
• Team ROI: exceptional communications, positive dynamics, team flexibility, accountability, synergy
• Individual ROI: self-aware individuals who maintain integrity while managing emotions and impulses; an understanding of others as well as an ability to positively influence
WHY DOES EQ MATTER IN THE WORKPLACE?
“75% of careers are derailed for reasons related to emotional competencies, including inability to
handle interpersonal problems; unsatisfactory team leadership during times of difficulty or conflict; or
inability to adapt to change or elicit trust.”
— The Center for Creative Leadership
EQ in the Workplace
EQ and Sales And we’re all in the business of selling something …
• Human connections make or break a sale • You can be prepared, with a smooth pitch, and an
impressive presentation, but if a personal connection is missing, the window of opportunity will close
• Effectiveness in sales requires the use of various EQ dimensions: self-awareness, self-regulation, empathy and social skills
• Research has determined that EQ is a key predictor for overall success in business
Richard Boyatzis
UNDERSTANDING THE EQ MODEL
The EQ-I 2.0® Model
Important to Remember:
• Process of self development starts with raising self awareness and determining actions to improve your level of effectiveness
• Areas of higher skill celebrated and used to make the most of them
• Areas of lower skill are opportunities for enrichment
• An assessment is only one source of information
Self-Perception Self-Regard Self-Actualization Emotional Self-Awareness
Interpersonal Interpersonal Relationships Empathy Social Responsibility
Self-Expression Emotional Expression Assertiveness Independence
Decision Making Problem Solving Reality Testing Impulse Control
Stress Management Flexibility Stress Tolerance Optimism
The EQ-i 2.0 Subscales
Self-Perception Self-Regard Self-Actualization Emotional Self-Awareness
Interpersonal Interpersonal Relationships Empathy Social Responsibility
Self-Expression Emotional Expression Assertiveness Independence
Decision Making Problem Solving Reality Testing Impulse Control
Stress Management Flexibility Stress Tolerance Optimism
Critical EQ-i 2.0 Subscales for Business Owners
Self-Regard
• Respecting oneself while understanding and accepting one’s strengths and weaknesses
• Often associated with feelings of inner strength and self-confidence
LOW HIGH Unsure of self Self-assured
Lack of self-respect Accepting of self
Low self-esteem High self-esteem
Unhappy with physical appearance
Good sense of self
Not confident Confident
Inner strength
Fulfilled
Self-Regard
Possible risks of very high scores
Arrogant
Complacent
Takes information in, but does nothing with it
Egotistical
May ignore feedback
Sees no need for further growth
Interpersonal Relationship
• Ability to develop and maintain mutually satisfying relationships that are characterized by trust and compassion
Interpersonal Relationships
LOW HIGH Is not comfortable with getting close to others
Ability to establish mutually satisfying relationships
Not giving Ability to give and take affection and intimacy
Not interested in relationships Maintains relationships over time
Not able to share feelings Looks positively at social change
Loner Feels at ease in social situations
Standoffish
Possible risks of very high scores Struggles when working alone
Socialising impedes work
Problem Solving
• Ability to find solutions to problems in situations where emotions are involved
• Includes the ability to understand how emotions impact decision making
Problem Solving
LOW HIGH Jumps into solution Gathers information first, weighs
pros and cons where permitted Flies by seat of pants Can identify and solve problems Uses unstructured strategy
Uses a systematic approach
Can apply emotional information to help
Can draw on past experiences
Possible risks of very high scores Disconnect from others
May not pay enough attention to emotions
Over-controlled emotions
May lack an emotional driving force
Reality Testing • Capacity to remain
objective by seeing things as they really are
• Involves recognizing when emotions or personal bias can cause one to be less objective
Reality Testing
LOW HIGH
Tuned out Tuned into environment
Unrealistic Can assess life situations fairly accurately
Disconnected Grounded
Easily Swayed Objective
Possible risks of very high scores
Pessimist
Lack of vision
Deflates enthusiasm of team
Too black and white
Kills good ideas
Over-analytical
Cynical
Impulse Control
• Ability to resist or delay an impulse, drive or temptation to act
• Involves avoiding rash behaviors and decision making
Impulse Control
LOW HIGH Explosive Composed
Unpredictable Patient
Reactive Ability to delay or resist an impulse
Easily frustrated
High tolerance for frustration
Aggressive
Possible risks of very high scores Lack of spontaneity
Hard to be “in the moment”
Over-controlled
Slow reaction time
May be a “pressure cooker”
Stress Tolerance
• Coping with stressful or difficult situations and believing that one can manage or influence situations in a positive manner
Stress Tolerance
LOW HIGH Lacking or ineffective coping mechanisms
Effective coping mechanisms
Reactive Calm and maintaining control
Fearful Optimistic towards change
High anxiety levels Stable and relaxed
Maintains influence
Possible risks of very high scores Does not react
Not aware of overload
Too calm and relaxed
Lack of urgency
Never reaches decisions
Not moving forward
Struggle to understand others who stress easily
Optimism
• Indicator of one’s positive attitude and outlook on life
• Involves remaining hopeful and resilient, despite occasional setbacks
Optimism
LOW HIGH Fear worst will happen Positive attitude in face of adversity
Pessimistic Hopeful approach to life
Uncertain about the future Confident about the future
Difficulty seeing the good Sees possibilities
Possible risks of very high scores
Unrealistic
Does not take things seriously
Are You Up for the Challenge of Developing EQ?
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 – that is not easy.
Aristotle
• Don’t wait to find the ‘perfect’ opportunity to practice emotional intelligence.
• Each moment offers an opportunity to practice – Your next phone call, team meeting, interaction with a
client – You will think, feel, decide and act in each of these
situations – So chose to try an emotionally intelligent approach
Becoming an Emotionally Intelligent Individual
Ask yourself: • How am I feeling? • Why am I feeling this way? • How are these feelings guiding my thinking? • How might my feelings change? • Harness the wisdom of these feelings as you
decide and act
Becoming an Emotionally Intelligent Individual
DEVELOPING EQ BY CREATING A DESIRED FUTURE STATE
Creating a Desired Future State
“Be the change that you want to see in the world”
Mahatma Ghandi
• Reflect on the above quote and describe the ideal future state for yourself
• What do you need to start doing differently?
Memorable Quotes…
If you always do what you have always done, you always get what you’ve always got. So if you want something different,
do something different. Anonymous
He who knows others is wise. He who knows himself is enlightened.
Lao Tzu
Begin challenging your own assumptions. Your assumptions are your windows on the world. Scrub them off every once in
a while, or the light won't come in. Alan Alda