emotional intelligence, career development & workplace communication

www.eidevelopment.com

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Executive PA3rd Annual National Conference

Emotional IntelligenceCareer Development &Workplace Communication

announcing launch of new EIDA website




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Executive PA Wanted

“High profile media company headquartered in New York City, is seeking a new Executive Assistant for its CEO. The hours are long and the work is hard……duties include….heavy phones….requirements…you must have very thick skin to excel in this position…..you must be able to communicate well…you should have experience working or dealing with a ‘large’ personality, and all of the various stipulations that go with it….a great attitude and a positive outlook….”



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Executive PA Wanted

“Executive Assistant to become part of the CEO’s team….we are looking for someone who is…a team player with good people skills, can motivate others….excellent interpersonal, client service and communication skills…” (Australia Council for the Arts)



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Executive PA Wanted

“Executive Assistant to CEO…opportunity has arisen for an experienced and highly competent EA to support a dynamic, engaging and affable CEO….you will be…professional yet personable and down to earth in your approach with sound communication skills. Your strengths will lay in…your ability..to pre-empt the needs of your CEO and think outside the square…” Leading International Fund Manager



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Executive PA Wanted

“Executive Assistant to a busy Managing Director…person specifications include…ability to use discretion and tact..good relationship skills based on trust…ability to demonstrate a consistently positive attitude and optimism and can support others to achieve same..positive experience with high performing teams..” Sydney Symphony Orchestra



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Executive PA Wanted

“Personal Assistant to the Managing Director…excellent opportunity for a proactive, enthusiastic…PA..you need a ‘can do attitude’, have high levels of professional integrity…enjoy working as part of a team and be able to demonstrate an ability to maintain effective working relationships…” Pearson Education Australia



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Develop Yourself

You are already a consummate professional – what are your development needs?



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What is Emotional Intelligence?

Unlike IQ, Emotional Intelligence is regarded as a set of skills or competencies that can be learned and developed.

Also unlike IQ, Emotional Intelligence is dynamic – your capacity to be “emotionally intelligent” may be affected by current context (life pressures and life satisfactions).

“Rest assured that all of us will experience emotional incompetence at one time or another”*

*C Saarni

p. 85, The Handbook of Emotional Intelligence



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A working model of Emotional Intelligence

Ability to notice and accurately identify emotions in other people (voice, body language, patterns of behaviour, words spoken, gut feeling)

Ability to notice and accurately identify emotions in yourself (physical sensations, analysis of own thoughts/reactions, reflective capacity)

Ability to manage and control your own (inner) experience of emotions (in a way that minimises your distress and any “negative” impact on your behaviour)

Ability to influence (or manage) the emotions of other people (using appropriate words, voice, behaviours)



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A working model of Emotional Intelligence

Ability to express emotions (appropriately) Ability to use emotional information in your thinking processes (e.g.

attend to gut feeling, analyse the “why” of an emotion, use emotional information as an aid to logical thinking)

Ability to use a range of behaviours and competencies that enhance your personal effectiveness in a range of situations (examples of such competencies include compassion, trust-building, optimism, resilience, flexibility)



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Emotional Intelligence is …..

For the purpose of today’s presentation, use the following ‘wrap-up’ definition:

“the capacity to deal effectively with one’s own and others’ emotions”, and

when applied to the workplace it means

“the capacity to effectively perceive, express, understand and manage emotions in a professional manner”* *Definition favoured by

developers of Genos e.i.EI measurement instrumentoriginating at Swinburne Uni.,Melbourne



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Develop Your EI Skills

Developing high level Emotional Intelligence skills has been shown by research to positively impact:

Occupational stress Absenteeism Quality of interpersonal relationships Performance (customer service and sales) Teamwork effectiveness Trust among colleagues Organisational Commitment Job satisfaction Innovation and Creativity



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Team Performance and EI

HighPerformance

AggregateTeam IQ

LowPerformance

High-EQ Teams Low-EQ Teams

Adapted from Research by R. Sternberg, et al, at Yale University



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Reasons for Losing Clients/Customers

70%

30%

EQ-RelatedReasons

Other Reasons

EQ-related reasons:e.g., Didn’t like the human side of doing business with the prior provider of the product or service.

Drawn from Research by the Forum Corporation onManufacturing and Service Companies, 1989 - 1995



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Retaining the Best People

Drawn from Research at the Center for Creative Leadership, 1994

75%

25%

EQ-RelatedReasons

Other Reasons

Why careers get derailed:

• Inability to handle interpersonal problems.• Unsatisfactory team leadership during times of difficulty or conflict.• Inability to adapt to change or elicit trust.



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50% of time wasted is due to lack of trust.

John O. Whitney, DirectorDeming Center for Quality Management

The Economics of Trust



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Trust & Believability

Drawn from UCLA Research: Merabian, et al

7% IQ-Related (words)93% EQ-Related(voice tone and body language)



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Emotional Intelligence at Work

Our behaviour and performance at work is affected significantly by the way we feel, whether or not we are consciously aware of it (and whether or not we admit it). Our feelings often influence our voice, body language, facial expressions and words.

Our behaviour at work affects the emotions and consequent behaviours of our colleagues.

Our performance at work is monitored and then used to appraise/ raise/ promote/ fire us.



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Spirals of Emotion

Behaviour Emotion

BehaviourEmotion



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Reflection

Think about a teacher, mentor, coach or colleague that has

influenced you significantly. You may have found that

person exceptional, inspiring or thought that they “made

a difference”. How did you feel when you were in their

presence? What did that person do that touched you?

What qualities did that person have that made you feel

that way about them?



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Reflection

Think of your manager and your current team

members. How do you think they

feel in your presence? What influence are you

having on their feelings and behaviours? What

qualities are you demonstrating?



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Development Options

Don’t try to become more emotional at work Try to become more conscious of your own emotions at

work Stop and consider how you feel in certain situations at work,

the appropriateness of your emotions in comparison to the situation they arise from

Try to become more conscious of what you are conveying about how you feel to others at work

Is your body language, tone of voice etc appropriate and/or being conveyed in a professional manner?



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Development Options

Start paying attention to other people’s emotions, watch for emotional body language, facial expressions, tones of voice

Watch the way people react to things when trying to build rapport with them

Notice the emotional tone of meetings and situations in the workplace environment

Start paying more attention to the way people behave emotionally with each other, the extent to which they get along etc



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Development Options

Consider how you feel about different choices when making a decision at work and about how those choices may affect both yourself and others on an emotional level

Listen to your gut feelings or intuitive thoughts and weigh them up against the facts or technical knowledge you have in front of you

Try not to make decisions on the basis of your feelings or rational thought alone, incorporate both in your thinking



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Development Options

Try to be more conscious of pessimistic thoughts and feelings and consider them more objectively

Try to harness optimism and look for positive affirmations in your own and your colleagues’ daily work and achievements

Try not to let other people’s weaknesses and/or failures get them down; promote them as something to learn from and as a development opportunity

Try to foster positive emotions in the workplace by providing encouraging feedback to others and by acknowledging achievements



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Reflection

Identify skills you use regularly as an Executive P.A., e.g. dealing with clients, organising meetings, delegating work, negotiating actions on behalf of your manager etc

Consider how developing your emotional “abilities” further could enhance your use of these skills



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Development Options

EI Self Assessment and/or 360 degree EI assessment (colleagues assess you) Complete other instruments to raise self-awareness Seek formal and informal feedback Attend workshop to discuss concepts, share ideas, form a

support network Set goals for personal change and development-make a plan Obtain support for development (coaching, mentor) Try new behaviours – reflect Continue to seek feedback



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“Conquering others requires force;

Conquering oneself requires strength”

Lao Tzu, (Tao Te Ching)



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Books

Executive EQ, Robert Cooper Working with Emotional Intelligence, Daniel Goleman The Trusted Advisor, Maister, Green & Galford Leadership, Sarros & Butchatsky The Emotional Brain, Joseph Ledoux Molecules of Emotion, Candace Pert The Other 90%, Robert Cooper Learned Optimism, Martin Seligman Toxic Emotions at Work, Peter Frost The EQ Edge: Emotional Intelligence and your Success, S. Stein & H. Book Emotional Intelligence at Work, H. Weisinger The Emotionally Intelligent Manager, D. Caruso & P. Salovey Emotional Intelligence, Why it Can matter more than IQ, D. Goleman



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EI Assessment Instruments & Development MaterialsAvailable through EIDA

EQMap® Emotional Intelligence assessment instrument Genos e.i. Emotional Intelligence assessment instrument Myers-Briggs Type Indicator ® personality assessment tool FreezeFramer™ technology to help you monitor the effects

of emotions on your physiology MSCEIT Mayer, Salovey & Caruso Emotional Intelligence

Test Personal Development Planning customised workbooks.



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Contact Details

Telephone: 02 9889 0999Mail: EIDA

P.O. Box 700GladesvilleNSW 2111

By email: [email protected] website:www.eidevelopment.comPlease note that all the material in these slides is subject to copyright and may not be reproduced without the author’s permission. Some material in this presentation is material of QMetrics L.L.C. and Genos e.i. and has been used with permission.

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