Office of the Auditor General of Canada
Emotional Intelligence at Work
for the
Financial Management InstituteJune 1, 2009
Facilitated by:
Laurie Rose
Office of the Auditor General of Canada
Session Objectives
Understand the general concept of emotional intelligence and why it mattersKnow the four components of emotional intelligence and their associated competenciesUnderstand how emotion physically manifests itself in peopleHave tips for managing themselves and their relationships with others
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So, what is emotional
intelligence?
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Definition
The capacity to get optimal results from your relationships with
yourself and others.
(6 Seconds EI Network)
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Emotional Intelligence is not:
AptitudeAchievementPersonalityNecessarily being nice to peopleWearing your emotions on your sleeveA “woman’s touch”Something you’ve got or you don’t
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The difference between a top and average performer is:
1/3 due to technical skills and cognitive ability
2/3 due to emotional competence
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Higher levels of emotional intelligence are associated with better performance in the following areas:
Participative management
Putting people at ease
Self-awareness
Balance between personal life and work
Straightforwardness and composure
Building and mending relationships
Doing whatever it takes
Decisiveness
Confronting employee problems
Change management
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ei
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Tuning In To Your Self
Why bother???
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Choice begins the moment you
become present …
Eckhart Tolle, The Power of NOW
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Emotions are not good or bad.
They just are.
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Self Management
• Self Control
• Adaptability
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GAP
SITUATION RESPONSE
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Amygdala Hijacking
1. A trigger2. An instant reaction3. A strong emotion4. A subsequent feeling of
regret
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Being Proactive
Watch yourself Find a modelNotice the signalsShort circuit the hijack
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Stop!
Acknowledge and feel the emotion rather than denying or minimizing it. Calm down. Think before you act.
Go!
Pick your best alternative. Guide or channel the emotional energy into
an appropriate, constructive response.
Choice Point -
Listen to the information or feedback the emotion is giving you. Think of all
the things you could do and the consequences of each.
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Self Talk
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Areas we can neither control nor influence
Areas we can influence
Areas we can control
Circle Of Influence
(S. Covey, 7 Habits of Highly Effective People)
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Tuning In To The Other Person
• Empathy / Empathie
• Service Orientation / Souci de service a la clientèle
Écoute des autres
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Negative Listening Patterns
The FakerThe InterrupterThe Intellectual or Logical ListenerThe Happy HookerThe Rebuttal MakerThe Advice Giver
50 Activities for Developing Emotional Intelligence
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Me, My Emotions &
Their Impact
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Relationship Management
• Influence
• Conflict Management
• Teamwork and Collaboration
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Communicating from the Heart
Hear and understand me
Even if you disagree, please don’t make me wrong
Acknowledge the greatness in me
Remember to look for my good intentions
Tell me the truth with compassion
(Copyright 2001 Steve Goodier, Publisher of Your Life Support System)
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Top 10 Suggestions for Developing Emotional Intelligence
1. Label your feelings rather than labeling people or situations.
2. Distinguish between thoughts and feelings.3. Take more responsibility for your feelings.4. Use your feelings to help make decisions.5. Show respect for other people’s feelings.6. Feel energized, not angry.7. Validate other people’s feelings.8. Practice getting a positive value from their/your
emotions.9. Don’t advise, command, control, criticize, judge or
lecture to others.10. Avoid people who invalidate you.
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Questions?