emotinal intelligence
TRANSCRIPT
Role of Emotional Intelligence in the Corporate World
• Meet Max– Max is a dog of the finest breeding.– He was rigorously trained to retrieve game at the
slightest nod from his owner.– He is slightly motivate to serve his master’s
needs.
• Meet Max– Max is talented, amiable, full of energy, and well
educated.– He is anxious to enter the arena of customer
service and make a contribution, and he’s bursting with innovative ideas.
• Meet Mr. Harold– Mr. Harold is an average manager of customer
service for New World Imports.– Service is the byword in his department.– He has some untapped ideas about customer service.
• Max and Max– Max and Max both have new opportunities – a
chance to learn, a chance to show their stuff. – Each comes to learn about limits, though: – stay on the lawn;– get your own job figured out first, then you can start
worrying about mine.
No creature can fly with just one wing.
• Gifted leadership occurs where heart & head - feelings and thought - meet
Watch Out!!!!
• Persistent disturbances in mood - depression, anxiety etc.• Alteration in vegetative functions - sleep patterns, appetite.• Changes in behaviour - irritability, restlessness, decreased
initiative, reduced desire.• Increasing dependence on alcohol, tobacco, stimulants or any
others drugs of abuse.• Disturbance in cognition - concentration, memory, attention-
span.• Persistent physical complaints despite investigations revealing
no abnormality or even after suggested medical treatment has been completed.
If u have any one of the above you need to develop
your emotional skills
Unforeseen
Some of us undergo long periods of emotional volati l ity when an unexpected tragedy occurs in our l ives. Like the death of a loved one, betrayal in re lationships, etc often throw us into a depression. And that brings about extreme patterns of behavior. One minute you feel you wil l be able to pick up the pieces and walk again. But the very next moment you find yourself snapping at even your near and dear ones.
EMOTIONAL INTELLIGENCE
CONCEPT
Importance of Emotional Intel l igence
• The beginning of ‘everything’ happening in business and core of all actions is human activity
• Nothing of any consequence happens until human beings want to act
• Individuals are hired/selected based on their technical skills but their success on the job is based on Human Relation Skills
• People need people. Human experience involves interaction or relationship with other people.
Importance of Emotional Intel l igence
The higher you go, the more Emotional Intelligence matters--
• 50% of work satisfaction is determined by the relationship a worker has with… his/her boss.
• EI is a prerequisite for effective leadership across borders.
Emotional intelligence is the ability to
sense, understand and effectively apply
the power and acumen of emotions.
Emotional Intel l igence
Emotional Intel l igence• Emotional Intelligence reveals that
fascinating facets of Emotions - How to use Passions to Understand our Circumstances and engage in ‘Quality Life’.
• Emotional mind harness the Rational mind to its purpose.
Emotional Intel l igence
• It is the ability to understand other people: what motivates them, how they work, how to work cooperatively with them.
• The core of emotional relations includes the capacities to discern and respond appropriately to the moods, temperaments, motivations and desires of others people.
• Emotional Intelligence motivates you to pursue your unique potential and purpose.
• Emotions are inherently neither positive nor negative rather emotions are a source of human energy, authenticity and drive.
• Emotions keep you honest, with yourself, shapes trusting relationships, provide an inner compass for your life.
Emotional Intel l igence
Goals of Emotional Intel l igence
• To gain better understanding of one’s self
• To broaden and sharpen sensitivity to the feelings of others
• To develop respect for others and create a conducive environment
The problem is not with emotional ity but with the appropriateness of emotions and
its expression.
The challenge is to manage our emotional l ife with intel l igence.
Emotional Intel l igence evolves over a ser ies of transactions and
instances between two or more individuals .
Emotional Ski l ls
• Identifying and labelling feelings• Expressing feelings• Assessing the intensity of feelings• Managing feelings• Delaying gratification• Controlling impulses• Reducing stress• Knowing the difference between feelings and
actions
Emotional Intel l igenceTo achieve one’s dream of success both at personal and
organisational levels, the assets of emotional skills is worth a billion.
The following traits of success are nothing but emotional skills.
Confidence Enthusiasm
- Commitment - Passion
- Hope - High Energy
- Will Power - Value System
Developing Your E.Q. Develop the courage to follow your own feelings
Express your feelings – find out who cares – spend time with them
Start labeling feelings; stop labeling people & situations
Analyze your own feelings rather than the action or motives of other people
Take responsibility for your emotions & happiness
Stop believing others cause your feelings; Don't expect others to "make" you happy
Developing Your E.Q.
• Ask others how they feel
• Make time to reflect on your feelings
• Use three word sentences beginning with “I feel”
• Identify your fears and desires
• Identify your unmet emotional needs
How to prevent emotional volati l ity
• Meditate • Try not to carry work home • Join a social cause • Be aware of your behavior • Be aware of others • Enjoy nature • Use transactional analysis • Express yourself • Organize
Research says…. Research has indicated that the following EI
competencies predict success at work: self-awareness, emotional resilience, decisiveness, interpersonal sensitivity, influencing skills, conscientiousness, integrity, and personal motivation.
Emotional And Intel l igent Quotient
• IQ offers little to explain the different destines of people with roughly equal promises, schooling, and opportunity.
• 95 Harvard students from classes of 1940s were followed into middle age. It was found that the men with the highest test scores in college were not particularly successful compared to their lower-scoring peers in terms of salary, productivity, or status in their own field. They also did not have the greatest life satisfaction nor high levels of happiness with friendships, family and romantic relationship.
Emotions
Various Categories
Emotions
• Anger - fury, outrage, resentment, wrath, animosity, annoyance, irritability, hostility and perhaps at the extreme - pathological hatred and violence.
• Sadness - grief, sorrow, cheerlessness, gloom, melancholy, self-pity, loneliness, dejection, despair and at the extreme - pathological severe depression.
• Fear - anxiety, apprehension, nervousness, concern, misgiving, dread, fright, terror and at extreme - psychopathology, phobia and panic
• Enjoyment: happiness, joy, relief, contentment, bliss, delight, amusement, pride, sensual pleasure, thrill, gratification, satisfaction, and at the extreme - mania.
Various Categories
Contd…..
• Love - acceptance, friendliness, trust, kindness, affinity, devotion, adoration, infatuation
• Surprise - shock, astonishment, amazement, wonder
• Disgust - contempt, disdain, aversion, distate
• Shame - guilt, embarrassment, remorse, humiliation, regret
Thalamus
THE EMOTIONAL BRAIN
(Signals translated to brain signals)
Visual Cortex
(Signals analysed and assessed)
Amygdala
(Triggers emotional response via emergency)
Handling Your Children's Emotions
CHILDREN DISPLAY THEIR EMOTIONS IN THEIR OWN WAYS. AS PARENTS, IT IS IMPORTANT THAT WE BE MINDFUL OF THIS AND WATCH OVER THEM WITH PATIENCE AND SYMPATHY.
Four basic parenting styles when it comes to handling kids ' emotions
• Dismissing parents disregard, ignore or trivialize their children's emotions.
• Disapproving parents are critical of their children's displays of feelings and may even reprimand or punish them for emotional outbursts.
•The laissez-faire parents accept their children's emotions, but fail to offer guidance or set limits on their children's behavior.
•The emotional coach parent is aware of his children's emotions and uses them as an opportunity for teaching and encouraging.
ANGER
CONCEPT
What is anger?
Anger is an emotion.
It is ok to be angry.
“A strong feeling of displeasure and, usually, antagonism”
It is an emotional reaction to frustration or injury. In some cases, anger is beneficial, as it can spur us on to take action to correct a situation, or protect us from harm.
It can be an instrument of motivation to work for positive change
• Anger may be defined as the thoughts, feelings, physical reactions and actions that result from a blameworthy or attack provoking physical, emotional or mental provocation.
• In many cases anger is a straight road to hostility, the expression of anger or even attack.
ANGER MANAGEMENT
Know the difference between anger and aggression.
Aggression is acting out inappropriately and is not ok. Learn to check your aggression and express your anger appropriately.
ANGER MANAGEMENT
Ways to Keep Cool:
Get exercise every day.
Eat right.
Get enough sleep.
Learn to relax.
Know your feelings.
Write about those feelings.
ANGER MANAGEMENT
Ways to Keep Cool:
Find a quiet place.
Take a time out.
Find fun distractions.
Make good decisions about what you see and hear.
Choose friends who make you feel good.
Learn to forgive and forget.
Techniques For Managing Anger
First: recognize that all feelings are ok; including anger. It’s the way we deal with feelings that can cause problems.
Don’t attack others. It will come back to haunt you.
Don’t attack yourself. If you aren’t on your side, who will be?
Don’t deny your feelings. It may lead to depression or hostility later.
Techniques (cont.)
Second: Remember, you can CHOOSE your response to anger
analyze the emotion that is bubbling under the surface
make a commitment to recognizing your anger and expressing it in a way that is not harmful to others or yourself
learn to recognize your personal warning signals
express your anger clearly and directly
Techniques (cont.)
Third: Avoid being a “swallower” or a “spewer”.
Talk with others before your rage builds up
Realize that intense anger can be dangerous
Set a boundary for yourself - what is allowable
Techniques (cont.)R-E-T-H-I-N-K
R: recognize
E: empathize
T: think about what you are feeling
H: hear what the other person is saying
I: integrate respect for others and yourself
N: notice your responses
K: keep on the current topic; don’t bring up old grudges.
Social Consequences
Loss of friendships
Isolation
Suspensions
Legal consequences
Inability to maintain employment
Social Conseqence and Anger
Are there social consequences, both positive and negative, that are derived from anger?
Yes! Anger can be both healthy and unhealthy. It is important to try and distinguish between the two.
Ask your self when angry: Will my reaction be beneficial, or will it cause harm?
Society and Anger (continued)
Anger in society often manifests itself in violent behavior:
Rape
Murder
Racism
Terrorism
Genocide
Property destruction
The key to anger reduction is knowing yourself.
When you make mistakes, learn from them rather than getting angry.
Don't criticize, condemn & complain because it makes you angry.
Accept what you cannot change & change what you cannot accept.
Ask even stupid questions to avoid mistakes, to avoid others getting angry with you.
Indecision makes you angry. Therefore, decide this way or that way.
If all else fails, lower your standards to make you less angry.
Expectation breeds frustration. Frustration breeds anger.
Men who do not know how to fight anger, die young.
Nobody can make you angry without your consent. Never get angry with a man who has nothing to lose.
Emotional Intelligence
“Emotional Intelligence Sets Apart Good Leaders”
Leadership, l ike coaching , is
f ighting for the hearts and souls
of men and gett ing them to
bel ieve in you.
“Leadership is more a function of heart than
mind”.
In the core of managerial position lies the
silent seed of Leadership Role.
LEADERSHIP…
“… is about having the vision, to succeed, a strategy to get there and the character to implement it”.
“Leadership is about the inspiration to push all boundaries-be it people, processes or technology”.
LEADERSHIP:
The ability to influence people toward the attainment of organizational goals
The effective use of power to achieve organizational objectives
“Leadership is the Art of accomplishing more, than the
Science of Management
“Leadership is doing What’s Right, at the Right Time, for the
Right Reason!”
• If you believe that only a few have potential to become leaders then think again. Who can be a leader – the truth is that everyone is a leader and has a potential to be so.
• Leadership is not just about a designation, it is a choice one makes and can be applied at any level. Titles do not decide the fate of an organisation, people do.
• There is no room for excuses and non-performance .• Opportunities to lead are everywhere. The questions
is – do you care about people and make the first move.
• Leadership is not a position to aspire for anymore, but an attitude to cultivate for life.
• Our attitude in our personal life speaks volumes of our performance at work.
• It is both an attitude and a skill to succeed at any level.
• Our best evolves from our heart, not our eyes.• An emotional response clouds our judgment and
creates guilt.• There is no embarrassment in falling down, only in
not getting up and moving on.
Effective Ethical Leaders?Effective Ethical Leaders?
An effective ethical leader will …
… Foster an environment of “Trust” among individuals at the Workplace…
…and this trust will encourage openness among team members without fear of retribution.
Establish shared valuesEstablish shared values
Establish a positive leadership climateEstablish a positive leadership climate
Develop self & othersDevelop self & others
Think strategicallyThink strategically
State & communicate your intentState & communicate your intent
DecentralizeDecentralize
Empower the work forceEmpower the work force
Emphasize continuous improvementEmphasize continuous improvement
Ethical Leader ImperativesEthical Leader Imperatives
The real test of ethics and character is whether we are willing to do the right
thing
… even when it is likely to cost more than we
want to pay.
Final Thought
“Those who cannot forgive others, break the bridge over which they themselves must pass.”
Emotional Intel l igence Concepts in a Leadership Context???
• Emotional Intelligence is our ability to acquire and apply knowledge from our emotions and the emotions of others in order to solve problems, and live a more successful, fulfilling life.
Emotional Intel l igence is…• Appropriate emotions, feelings
proportionate to circumstances.
• When emotions are too muted they create dullness and distance.
• When out of control, too extreme and persistent, they become pathological, resulting in rage, depression and extreme anxiety.
Studies* show:For all levels of jobs, EI
competencies are twice as effective as IQ in determining an individual’s success rate.
The higher the level of a position in an organization, the more EI seems to matter.
Executive Leaders show an 85% correlation between EI competency and success.
Your Emotions can block your Profess ional Growth and Success
When you are hurt, you cry. When you achieve something, you exult. When someone rejects you or breach your trust or hurt you feel the pain, right there in your heart.
When you give more than your 100% to your work or to your relation and you fail; or when you achieve something big but do not get proper appreciation or recognition then you feel unwanted and frustrated.
EI Competencies
• Self-Awareness• Self-Management• Social Awareness• Relationship Management
EI
Self-AwarenessKnowing one’s internal states, preferences,
resources and intuitions• Emotional Self-Awareness
• Accurate Self-Assessment
• Realistic Self-Confidence
Knowing one’s internal states , preferences,
resources and intuitions
• Emotional Self-Awareness – Recognize your own inner signals, note how decisions and values match
• Accurate Self-Assessment – Know your real limits and strengths, be graceful in learning, know when to ask for help
• Realistic Self-Confidence – Be willing and able to play to your strengths, admit you have them!
Social AwarenessAwareness of other’s fee l ings, needs,
concerns and the currents, networks and polit ics of the organization
• Empathy
• Organizational Awareness
• Service Orientation
Relationship Management
• Inspirational• Influence• Developing Others• Change Catalyst• Conflict Management• Building Bonds• Teamwork &
CollaborationAwareness of one’s effect on others, ability to work effectively and efficiently with others
THANK YOU