Date post: | 11-May-2015 |
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ExcellencExcellencee
Through
Emotional Intelligence
"The secret of joy in work is contained in one word - excellence. To know how to do something well is to
enjoy it.” --Pearl Buck
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Excellence ?Excellence ?“Excellence is an art won by training and habituation. We are what we repeatedly do. Excellence, then, is not an act, but a habit”
Aristotle
If you are going to achieve excellence in big things, you develop the habit in little matters.
Excellence is not an exception, it is a prevailing attitude.” --Charles R. Swindoll
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Habits Habits ??
Knowledge(what to, why to)
HabitsHabitsInternalized principles Internalized principles & patterns of behavior& patterns of behavior
Knowledge(what to, why to)
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Habits Habits ??
Knowledge(what to, why to)
HabitsHabitsInternalized principles Internalized principles & patterns of behavior& patterns of behavior
Desire(want to)
Knowledge(what to, why to)
Desire(want to)
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Habits Habits ??
Knowledge(what to, why to)
HabitsHabitsInternalized principles Internalized principles & patterns of behavior& patterns of behavior
Desire(want to)
Knowledge(what to, why to)
Skills(how to)
Desire(want to)
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Habits Habits ??
Knowledge(what to, why to)
HabitsHabitsInternalized principles Internalized principles & patterns of behavior& patterns of behavior
Desire(want to)
Knowledge(what to, why to)
Skills(how to)
Desire(want to)
Habits
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Excellence is content less and therefore its measurement can only
be against certain benchmarks
Excellence Excellence ??Operational Excellence is
defined as: Consistently providing the highest quality service excellence to our customers At the lowest possible cost while achieving above average returns. Quality Assurance initiatives are key elements in support of this goal
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Who Should We Benchmark With?
• Internal benchmarkinginternal benchmarking is likely to meet with less resistance from managers• Benchmarking with competitors (international benchmarking)those competitors who are performing better than us• Best in the Industrywith Industry leaders who achieved the best performance• Cross Industrysome measures could be compared with best performance of any industry e. g. Finance, HR measures
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Achieve Organizational
Excellence ? Focusing Energy & Resources
Vis
ion
Alignment
Mission
Vis
ion
Mission
Excellence Assessme
nt
ASK: Is the organization in sync. with the Mission?
CHAOS ExcellenceSubstandard Performance
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Alignment: New Business Strategy & Excellence
Human Capital Development & Management is a new business strategy to improve organizational effectiveness by implementing a management system to
align, develop and manage people.
If you don’t know where you are going, any path will take you
there”--- Old Sioux Proverb ---
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BehaviorBehaviorBehaviorBehavior Results /Results /ExcellenceExcellence
Results /Results /ExcellenceExcellence
Manage-Manage-mentmentSystemsSystemsandandPracticesPractices
Manage-Manage-mentmentSystemsSystemsandandPracticesPractices
CultureCulture& Values& Values
CultureCulture& Values& Values
oStrategyStrategyoStrategyStrategy
Framework for Change Excellence
Managing the linkage between culture and strategy helps drive performance excellence
The role of leadership is to align the organization’s
strategy and work culture
Behavior and performance is enhanced to the extent that management systems and practices are aligned with the culture and strategy
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ASK to Develop Personal Excellence
• A ttitude
• S kills
• K nowledge
“Pride is a personal commitment. It is an attitude which separates excellence from mediocrity”.
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ASK to Develop Excellence
S kills + K nowledge = C ompetence
+
A ttitude
P erformance
Excellence
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What is an Emotions ?
• Unconscious impulses• Conscious decisions• Social constructs between people• Ways of acting and talking• Mental states that result when
bodily responses are sensed by the brain
• Feelings & Thoughts about situations people find themselves in
• Bodily responses that have evolved as part of our struggle to survive
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Primary Emotions
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Emotions Connection
sSomething happens
You have a thought about it
You feel something
You react ( behavior )
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EE QQ Emotional Intelligence
EQ? What is that?
The application of a positive attitude,
respect, and healthy patterns of behavior towards self and others
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EE Emotional Intelligence
EmpathyEmpathy
Self Motivation
Self Motivation
Social Skills
Social Skills
SelfRegulation
SelfRegulation
Self Awareness
Self Awareness
EQEQ
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EE QQ Emotional Intelligence
IQ Established by
mid-teens Can’t increase Predicts only 10% –
20% of life success EQ
Not fixed Can be improved
throughout life
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EE QQ Self Awareness
knowing one’s internal states, preferences, resources, and intuitions
• Emotional Awareness: recognizing one’s emotions and their effects. Pay attention to your emotions• Accurate Self-Assessment: knowing one’s strengths and limits• Self-Confidence: a strong sense of one’s self-worth
and capabilities
Outcomes of limited self-awareness:blind ambition, unrealistic goals, powerhungry, relentless striving, insatiable need for recognition
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EE QQ Self-Regulation
Managing one’ s internal states, impulses, resources
• Self-Control: keeping disruptive emotions and impulses in check• Trustworthiness: maintaining standards of honesty and integrity • Conscientiousness: taking responsibility for personal performance • Adaptability: flexibility in handling change• Innovation: being comfortable with novel ideas, new info.
Outcomes of limited self-regulation:impulsive behavior, rigidity of behaviorand thought, lack of trust, poor follow-up /completion, avoidance of others
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EE QQ Self-Motivation
Emotional tendencies that guide or facilitate reaching goals
• Achievement Drive: striving to improve or meet a standard of excellence• Commitment: aligning with the goals of the group• Initiative: readiness to act on opportunities• Optimism: persistence in pursuing goals despite obstacles and setbacks
Outcomes of limited motivation:sub-optimal performance, incompleteprojects, inability to reach goals, lack ofenergy*drive*conviction, bringing down the mood of others
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QQ Empathy
Awareness of others’ feelings, needs, and concerns• Understanding Others: sensing others’ feelings and perspectives, and taking an active interest in their concerns• Developing Others: sensing others’ development needs and bolstering their abilities• Service Orientation: anticipating, recognizing, and meeting customers’ needs• Leveraging Diversity: cultivating opportunities through different kinds of people • Political Awareness: reading a group’s emotional currents and power relationships
Outcomes of limited empathy: misunderstanding, frustration, lack of trust, dissatisfaction, lack of commitment, poor service reputation
EE
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QQEESocial Skills /
Effective Relationships
Adeptness at inducing desirable responses in others
• Influence: wielding effective tactics for persuasion• Communication: listening openly and sending convincing messages• Conflict Management: negotiating and resolving disputes• Leadership: inspiring and guiding others• Change Catalyst: initiating or managing change• Building Bonds: nurturing instrumental relationships• Collaboration and Cooperation: working with others toward shared goals • Team Capabilities: creating group synergy in group goals
Outcomes of limited social skills: dissension, distrust, poor leadership / followership, ineffective conflict, sub-optimizing teams, poor job performance, loss of job opportunities
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QQEE Language of EI
REACTIVE PROACTIVE
There is nothing I can do
That’s just the way I am
He makes me mad
They won’t allow that
I have to do that
I can’t
I must
If only
Let us look for Alternatives
I can choose a different approach
I control my own feelings
I can create an effective prsntation
I will choose an appropriate responseI choose
I prefer
I will
(Use space between Stimulus & Response)
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QQEE Relationship of TRUST
DEPOSITS WITHDRAWALS
Seek first to understand
Keeping promises
Honesty, openness
Kindnesses, courtesies
Win-Win or No Deal thinking
Clarifying expectations
Loyalty to the absent
Apologies
Receiving feedback and giving “I” messages
Forgiveness
Seek first to be understood
Breaking promises
Smooth manipulation
Unkindnesses, discourtesies
Win-Lose or Lose-Win thinking
Violating expectations
Disloyalty, duplicity
Pride, conceit, arrogance
Not receiving feedback and giving “You” messages
Holding grudges
(Emotional Bank Account)
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• Believing: Having the right attitude to succeed
• Achieving:Connecting with and creating deep rapport easily
• Succeeding:Setting clear and realistic intentions and goals
Excellence - Excellence - in a in a nutshellnutshell
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Essence of EQ – SummaryWorking with EI - Goleman
• Initiative, achievement and adaptability
• Influence, team leadership and awareness
• Empathy, self-confidence and developing others
Competencies that most often lead to success:
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ExcellencExcellencee
Through
Emotional Intelligence
“Appreciation is a wonderful thing; it makes what is excellent in others belong to us as well”.
Voltaire