emotional intelligence
DESCRIPTION
2009 GHTA Conference PresentationTRANSCRIPT
What is emotional intelligence?
Emotional Intelligence is knowing, managing & controling our own emotions and recognizing the emotions of others.
Emotional Intelligence is defined as “the capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions well in ourselves and in our relationships” according to Daniel Goleman, author of several books on the topic.
A large body of research supports it as a key predictor of success in life and business. In everyday language, emotional intelligence is what typically referred to as “street smarts” or “common sense.”
Why is Emotional Intelligence important in business? Write the name of a mentor, manager or leader who has had the biggest positive impact in your life: ___________________________________ Write down six attributes that made them a positive influence: _____________________________ ________________________________
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Intellectual Quotient vs. Emotional Quotient
IQ vs. EQ
High IQ may get you in the door, but high EQ moves you up in your role… and may get your name on the door.
Copyright ©Merit Gest 2009, [email protected], 720-980-1286
In a study of more than 2,000 managers from 12 large organizations, 81% of the competencies that distinguished outstanding managers were related to emotional intelligence. (Boyatizis, TCM, 1982)
In analyzing data from 40 different corporations, the differentiator in star performers and average performers was the level of emotional intelligence versus pure intellect and expertise. (Goleman, WEI, cf.Jacobs and Chen, 1997)
In a 1996 US Air Force study, 1500 recruiters were tested to discover common EI traits among recruiters who achieved 100% of their quota. By duplicating those EI traits, retention rate increased 92% saving in excess of $2.7 million. *
Optimism is an emotional competence that leads to increased productivity. New salesmen at Met Life who scored high on a test of "learned optimism" sold 37% more life insurance in their first two years than pessimists (Seligman, 1990). *
In a national insurance company, insurance sales agents who were weak in emotional competencies such as self-confidence, initiative, and empathy sold policies with an average premium of $54,000. Those who were very strong in at least 5 of 8 key emotional competencies sold policies worth $114,000 (Hay/McBer Research and Innovation Group, 1997). *
In the most complex jobs (insurance salespeople, account managers), a top performer is 127 percent more productive than an average performer (Hunter, Schmidt, & Judiesch, 1990). Competency research in over 200 companies and organizations worldwide suggests that about one-third of this difference is due to technical skill and cognitive ability while two-thirds is due to emotional competence (Goleman, 1998). (In top leadership positions, over four-fifths of the difference is due to emotional competence.) *
At L’Oreal, sales agents selected on the basis of certain emotional competencies sold $91,370 more than other salespeople did. Salespeople selected on the basis of emotional competence also had 63% less turnover during the first year. (Spencer & Spencer, 1993; Spencer, McClelland, & Kelner, 1997)
The most successful store managers were those best able to handle stress, based on net profits, sales per square foot, sales per employee, and per dollar inventory investment. (Lusch & Serpkeuci, 1990)
Source of the material was the web site for the Consortium for Research on Emotional Intelligence in Organizations. http://www.eiconsortium.org
Copyright ©Merit Gest 2009, [email protected], 720-980-1286
Emotional Intelligence: Definitions of Attributes
Self-Regard: Ability to respect and accept yourself as basically good. Liking you the way you are.
Emotional Self-Awareness: Ability to be aware of and understand your feelings and behaviors, and the impact they have on others around you.
Assertiveness: Ability to express feelings, thoughts and beliefs and stand up for personal rights. Assertive people are not shy. They can express themselves without being aggressive or abusive.
Independence: Ability to be self-reliant in planning and making important decisions, free from emotional dependency on others.
Self-Actualization: Ability to realize your potential capacities. An on-going, dynamic process of striving toward the maximum development of your abilities and talents.
Empathy: Ability to view the world from another person’s perspective.
Social Responsibility: Ability to be a cooperative, contributing member of your social group. Doing something for the team, organization or society that does not benefit you directly.
Interpersonal Relationship: Ability to establish and maintain mutually satisfying relationships with others.
Stress Tolerance: Ability to effectively withstand adverse events and constructively cope.
Impulse Control: Ability to resist or delay an impulse, drive or temptation to act. People with low impulse control tend to be “leap before they look” type people.
Reality Testing: Ability to view things the way they are rather than the way you want or fear them to be. Ability to accurately “size up” the immediate situation.
Flexibility: Ability to adapt and adjust your thinking, behaving and feelings to new information.
Problem Solving: Ability to identify and define problems as well as to generate and implement potentially effective solutions. Desire to do one’s best and to confront problems, rather than avoid them.
Optimism: Ability to be positive and look at the brighter side of life.
Happiness: Ability to feel satisfied with your life, to enjoy yourself and others and to have fun. At ease in both work and leisure, they are able to “let their hair down” and enjoy opportunities for having fun. Modified definitions from Bar-On, R. (1997) Bar-On Emotional Quotient Inventory Manual,
Multi-Health Systems: Toronto Copyright ©Merit Gest 2009, [email protected], 720-980-1286
Emotional Intelligence Traits Adaptability IntRApersonal
Reality Testing Self-Regard Flexibility Emotional Self-Awareness Problem Solving Assertiveness Independence General Mood Self-Actualization Optimism Happiness IntERpersonal Empathy Stress Management Social Responsibility Stress Tolerance Interpersonal Relationship Impulse Control
Which EI traits do you think are most critical to be successful in your business?
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Which EI traits do you think are most important for the role of ______________? _____________________________ ________________________________
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Which EI traits do you think are most important for the role of ______________? _____________________________ ________________________________
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Copyright ©Merit Gest 2009, [email protected], 720-980-1286
Top Emotional Intelligence attributes for various roles
Numbers in parenthesis indicates number in the study group. Retail Store Mangers (124)
1. Independence 2. Assertiveness
Sales Clerks- Retail (122)
1. Self-Actualization 2. Happiness 3. Optimism 4. Social Responsibility
Sales –General (1,254)
1. Self-Actualization 2. Independence 3. Self-Regard 4. Optimism 5. Assertiveness
Customer Service Representatives (334)
1. Self-Actualization 2. Reality Testing 3. Optimism 4. Happiness 5. Interpersonal Relationships
Overall Work Success (16,222)
1. Self-Actualization 2. Optimism 3. Stress Tolerance 4. Happiness 5. Assertiveness
Source: The EQ Edge by Steven Stein, Ph.D and Howard Book, M.D. Copyright ©Merit Gest 2009, [email protected], 720-980-1286
How do you improve on your own Emotional Intelligence?
Step 1:
Know where you are right ______. Get the data on ______.
The real data, not a rose colored view.
Step 2:
Give yourself permission to only work on _____ or _____ aspects of you at a time.
Resist temptation to fix it all in 90 days.
Step 3:
You’ve got to do the work!
Get your _________ ______! Copyright ©Merit Gest 2009, [email protected], 720-980-1286
RECOMMENDED RESOURCES Emotional Intelligence, Why It Can Matter More Than IQ By Daniel Goleman, Bantam Books, 1995 The EQ Edge, Emotional Intelligence and Your Success By Steven J. Stein, Ph.D. and Howard E. Book, M.D. Jossey-Bass, 2006 Social Intellligence, Beyond IQ, Beyond Emotional Intelligence By Daniel Goleman, Bantam Books, 2006 Raising an Emotionally Intelligent Child, The Heart of Parenting By John Gottman, Ph.D., forward by Daniel Goleman Simon & Schuster, 1997 Emotional Intelligence 2.0 By Travis Bradberry & Jean Greaves, TalentSmart, 2009
www.eiconsortium.org has a wealth of information about the business cases & research being done in the field of Emotional Intelligence. The mission of the EI Consortium is to advance research and practice of emotional and social intelligence in organizations through the generation and exchange of knowledge.
There are many tools to assess Emotional Intelligence, we use the most scientifically based tool created through the research of Dr. Reuven Bar-On called the Bar-On EQi through Multi-Health Systems. For Emotional Intelligence Assessments, please call Merit Gest 720-980-1286, [email protected] Assessments are done confidentially via our secure website and coaching can be done via phone or in-person. Group discounts available for teams of 10 or more.
To subscribe to our free “Tip of the Month” which includes articles on Emotional Intelligence in the business world, please email your contact info to [email protected] We respect those who sign up with our promise to never sell or give out your contact information. You are able to unsubscribe at any time. Copyright ©Merit Gest 2009, [email protected], 720-980-1286
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