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EMOTIONAL INTELLIGENCE – POSITIVE CHANGES FOR 2013
WIBFI – 24th January 2013
Clare Mulligan MSc, B.A.(Psych), FLIA QFA
Organisational Psychologist24 years working in Financial
ServicesConsultant Psychologist for Financial
Services sectorResearch – Workplace trends,
generational diversity, consumer psychology, portfolio careers, ageing workforces, retirement
OVERVIEW
What is Emotional Intelligence (EI/EQ)? History of Emotional intelligence Research highlighting organisational benefits Workplace trends Processing information and wisdom Components of Emotional Intelligence Low Emotional Intelligence Practical tips for your improving Emotional
Intelligence
WHAT IS EMOTIONAL INTELLIGENCE
Emotional intelligence (EI) refers to the ability to perceive, control and evaluate emotions.
When applied to the workplace EI involves thinking “intelligently” about our own and others’ emotions and how they influence our thoughts and behaviours at work
Positive relationship between emotional intelligence and job performance, satisfaction and well being.
Focuses on behaviours, not personality
FOUR EI DIMENSIONS
Relationship Management
Social Awareness
Self Management
Self Awareness
Strong, healthy and effective relationships
The driving purpose of EI and life in general
History of Emotional Intelligence Year Author Key Concept
1930s Edward Thorndike
describes the concept of "social intelligence"
1940s David Wechsler affective components of intelligence
1950s Abraham Maslow emotional strength Self Actualization
1975 Howard Gardner multiple intelligences
1985 Wayne Payne introduces the term emotional intelligence
1990 Peter Salovey and John Mayer
landmark article, "Emotional Intelligence,"
1995 Daniel Goleman Emotional Intelligence: Why It Can Matter More Than IQ
EVIDENCE OF EI – MARSHMALLOW TEST
EVIDENCE OF STUDIES USING EI Study of 44 Fortune 500 companies -
salespeople with high EI produced twice the revenue.
Technical programmers were developing software three times faster than those with lower EI
Financial advisers at American Express, after training, improved customer relationships and had higher sales per customer.
research in over 200 companies -Mid level high performers = one third
technical skill and cognitive ability. Two thirds is EI
High performing leaders = four-fifths of the difference is due to EI
LEADERSHIP
CURRENT INTEREST IN EMOTIONAL INTELLIGENCE
Positive Psychology
Women in Business Gen Y
Work Life Integration
Careers – psychologic
al successes
Psychological Contract
Diversity Knowledge Worker
SKILLS FOR MODERN WORKPLACE
Networking
Coaching/mentoring Team work
Decision Making Resilience
Sales/Relationsh
ip Managem
entChange
Management
Leadership
Stress Managem
ent
AN AMYGDALA HIJACK!!
Amygdala – everything we feel about an experience is stored here
Amygdala triggers release of corisol
Directs energy from intellect to senses
brain rushes blood to muscles needed for fighting or fleeing
You are unable to focus your thinking or actions
Smart is ability to learn Wisdom – situational Wise people generally share an optimism
that life's problems can be solved and experience a certain amount of calm in facing difficult decisions.
FOUR EI DIMENSIONS
Relationship Management
Social Awareness
Self Management
Self Awareness
Strong, healthy and effective relationships
Self Personal
Competence
OtherSocial
Recognition
Self-Awareness
•Emotional Self-Awareness•Accurate Self-Assessment•Self-Confidence
Social Awareness
•Empathy•Service Orientation•Organisational Awareness
Regulation
Self-Management
•Self-control•Trustworthiness•Conscientiousness•Adaptability•Achievement drive•Initiative (+Innovation)
Relationship Management
•Developing others•Influence•Communication•Conflict management•Leadership•Change catalyst•Building Bonds•Teamwork & Collaboration
SELF AWARENESS - EMOTIONAL AWARENESS
o Recognition of own emotionso Recognise effect of emotionso Ability to use values to guide decision
making
o Strong in Emotional Awarenesso Know which emotions they are feeling and
whyo Realise link to emotion and behaviouro Guiding awareness of values and goals and
passions
SELF AWARENESS – ACCURATE SELF ASSESSMENT
o A sense of personal strength and limits. o Clear vision of where to improveo Ability to learn from experience
o Strong in Accurate Self Assessmento Aware of strengths and weaknesseso Reflect and learn from experienceso Open to feedback, learning and self
development
SELF AWARENESS – SELF CONFIDENCE
o Courage that comes from certainty about our capabilities, values, goals and self worth
o Strong in Self Confidenceo Self assuredo Can voice views that are unpopularo Are decisiveo Inspire confidenceo Self efficacy – belief in skills
SELF ASSESSMENT
Development Opportunity
Average Strength
Self Awareness
Accurate Self Assessment
Self Confidence
What am I passionate about? What am I best at? What do I value?
BENEFITS OF EMOTIONAL INTELLIGENCE
manage emotions in
positive ways
Relieve stress
Communicate effectively
Greater self awareness
Understanding of
behaviour
Assist with setting own
goals
Develop cognition
skills
Become more
resilient
Better relationships
LOW EI?
LOW EI
Not aware of own value set and passions. May be a workaholic Indecisive May have a difficult time interpreting,
understanding, and acting on emotions. Often have difficulty expressing their own
emotions May experience low self-esteem and poor
self-confidence May have difficulty feeling empathy
LOW EI
Attribution theory behaviour of others - internal attributions,
such as personality traits. our own behaviour external attributions, such
as situational or environment. Actor/Observer Difference
We see ourselves as being less predictable, whilst others are assumed to be more one-dimensional, with less possible behaviours.
Stereotypes
EI CAN BE DEVELOPED
HOW TO IMPROVE YOUR EMOTIONAL INTELLIGENCE
Take a minute during the day to check in with yourself Attune to your feelings Recognise your emotion Assess behaviour Self honesty Don’t rationalise
2. LISTEN AND OBSERVE
3. REFLECT ON EMOTIONAL LEARNING
4. CONTROL YOUR EMOTIONS BY LOOKING AHEAD
“Your anger, depression, spite, or despair, so seemingly real and important right now; where will they have gone in a month, a week, or even a moment?”
5. CHANGE YOUR MOOD
6. BECOME WISER
7. LISTEN TO YOUR BODY
8. ASK SOMEONE ELSE
9. ONLY FOCUS ON WHAT YOU CAN CONTROL
10. DISCOVER YOUR OWN LEVEL OF EMOTIONAL INTELLIGENCE
“I have learnt that people will forget what you said, people will forget what you did, but people will never forget how you made them feel”
Maya Angelou