office of the auditor general of canada emotional intelligence workshop financial management...
TRANSCRIPT
Office of the Auditor General of Canada
Emotional Intelligence Workshop
Financial Management Institute of Canada / Institut de la gestion financière du Canada
24 November 2008
Office of the Auditor General of Canada
Session OverviewTo introduce participants to the concept of emotional intelligence and provide basic tips and techniques for its application.
At the end of this workshop, the participants will have:
discovered what emotional intelligence is and why it is important increased awareness of how emotion physically manifests itself in people tricks and tools for managing their emotional reactions and choosing appropriate responses skills for interacting with others in an emotionally intelligent manner
Office of the Auditor General of Canada
Table Group Introductions
Présentation des personnes regroupées aux tables
Office of the Auditor General of Canada
Discussion Questions:
Was this a challenging exercise? Why or why not?Is it acceptable to talk about feelings in the workplace?What role should emotions play at work?Do emotions in the workplace matter?
Office of the Auditor General of Canada
Definition
The capacity to get optimal results
from your relationships with
yourself and others.
(6 Seconds EI Network)
La capacité d’obtenir des
résultats optimaux de ses relations avec soi et avec
les autres.
(6 secondes Réseau IE)
Définition
Office of the Auditor General of Canada
So, what is emotional
intelligence?
Office of the Auditor General of Canada
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
L’intelligence émotionnelle. Ne pas confondre avec :
Les aptitudesLes réalisations La personnalité Le fait d’être affable Le fait d’être comme un livre ouvert Le fait d’avoir un « côté féminin » Une caractéristique que l’on possède ou non
Office of the Auditor General of Canada
Champion or Chump?
Un exercice …
Office of the Auditor General of Canada
The difference between a top and average performer is:
1/3 due to technical skills and cognitive ability
2/3 due to emotional competence
Facteurs qui expliquent la différence entre la personne qui excelle et celle dont le rendement se situe dans la moyenne :
1/3 de compétences techniques et d’habileté cognitive
2/3 de compétences émotionnelles
Office of the Auditor General of Canada
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
Office of the Auditor General of Canada
ei
Office of the Auditor General of Canada
Tuning In To Your Self
• Emotional Self Awareness / Conscience émotionnelle
• Accurate Self Assessment / Auto-évaluation juste
À l’écoute de soi
Office of the Auditor General of Canada
Self Management
Auto-discipline
• Self Control / Maîtrise de soi
• Adaptability / Adaptabilité
Office of the Auditor General of Canada
Tuning In To The Other Person
Ecoute des autres
• Empathy / Empathie
• Service Orientation / Souci du service à la clientèle
Office of the Auditor General of Canada
Relationship Management
Gestion des relations
• Influence / Influence
• Conflict Management / Gestion des conflits
• Teamwork and Collaboration / Travail d’equipe et collaboration
Office of the Auditor General of Canada
What is EI used for?
Being in touch with your feelingsManaging your emotions without being overcomeNot letting setbacks and disappointments derail youChannelling your feelings to assist you in achieving your learning goalsHaving a strong sense of empathyListening to your and others’ feelings so you can learn from them
Office of the Auditor General of Canada
Emotional Intelligence Workshop
Financial Management Institute of Canada / Institut de la gestion financière du Canada
24 November 2008
Office of the Auditor General of Canada
ei
Office of the Auditor General of Canada
Tuning In To Your Self
Why Bother??
À l’écoute de soi
Office of the Auditor General of Canada
Choice begins the
moment you become
present …
Eckhart Tolle, The Power of NOW
Dès que vous êtes attentif,
vous commencez à
faire des choix …
Office of the Auditor General of Canada
Emotions:
are informationcannot be ignored or hiddenmust be incorporated into decisions if they are to be effectiveare not always data drivenfollow logical patternshelp us survive
Office of the Auditor General of Canada
There is no thinking without feeling and no feeling without
thinking. The more conscious one is of what one is
experiencing, the more learning is
possible.
McCown et al. Self-Science: The Emotional Intelligence Curriculum, Self-Science Basic Assumptions
Il n’y a pas de pensée sans
sentiment ni de sentiment sans
pensée. Plus l’on est
conscient de ce que l’on expérimente, plus il est possible
d’apprendre.
Office of the Auditor General of Canada
Basic Emotions
ANGER LOVE SADNESS
HAPPINESSFEAR
SURPRISE
Office of the Auditor General of Canada
Self Management
Auto-discipline
• Self Control / Maîtrise de soi
• Adaptability / Adaptabilité
Office of the Auditor General of Canada
Emotions are not good
or bad.
They just are.
Les émotions ne sont ni bonnes ni
mauvaises.
Elles sont là tout
simplement.
Office of the Auditor General of Canada
“Your experience is not what happens to you, but what you do
internally with what happens to you.
You create your experience.”
Ron Short, 1998
Office of the Auditor General of Canada
GAP
SITUATION RESPONSE
Office of the Auditor General of Canada
Amygdala Hijacking
1. A trigger2. An instant
reaction3. A strong emotion4. A subsequent
feeling of regret
Réaction soudaine et incontrôlée
1. Un élément déclencheur
2. Une réaction instantanée
3. Une émotion qui entraîne une forte réaction
4. Le sentiment de regret qui en découle
Office of the Auditor General of Canada
Being Proactive
Watch yourself Find a modelNotice the signalsShort circuit the hijack
Observez-vous Trouver un modèle Relever les signes avant-coureurs Court-circuitez la crise
Prenez les devants
Office of the Auditor General of Canada
Arrêtez-vous! Reconnaissez l’émotion au lieu
de la nier ou de la minimiser. Calmez-vous. Pensez avant d’agir.
Étape du choix – Soyez réceptif à l’ information ou à la rétroaction que cette émotion vous apporte. Pensez à tout ce que vous pourriez faire et aux conséquences
dans chaque cas.
Agissez!Choisissez la meilleure solution.
Canalisez l’énergie que vous procure cette émotion pour réagir de façon
appropriée et constructive.
Office of the Auditor General of Canada
Self Talk
Dialoguer avec soi-même
Office of the Auditor General of Canada
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)
Office of the Auditor General of Canada
Tuning In To The Other Person
Écoute des autres
• Empathy / Empathie
• Service Orientation / Souci du service à la clientèle
Office of the Auditor General of Canada
Empathy involves a shift
from my observing how you seem on
the outside, to my imagining what it feels like to be you on the inside.
Douglas Stone, Bruce Patton, and Sheila HeenDifficult Conversations
L’empathie suppose un
changement de point de vue : au lieu d’observer l’autre tel qu’il
apparaît de l’extérieur, on
imagine ce qu’il ressent dans son
for intérieur.
Office of the Auditor General of Canada
Negative Listening Patterns
The FakerThe InterrupterThe Intellectual or Logical ListenerThe Happy HookerThe Rebuttal MakerThe Advice Giver
50 Activities for Developing Emotional Intelligence
Celui qui fait semblant Celui qui interrompt Celui qui rationalise Celui qui détourne joyeusement la conversation à son avantage Celui qui contredit Celui qui donne des conseils
Modèles d’écoute négative
Office of the Auditor General of Canada
Me, My Emotions &
Their Impact
Moi, mes émotions et
leurs effets
Office of the Auditor General of Canada
Relationship Management
Gestion des relations
• Influence / Influence
• Conflict Management / Gestion des conflits
• Teamwork and Collaboration / Travail d’equipe et collaboration
Office of the Auditor General of Canada
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 loving intentions
Tell me the truth with compassion
(Copyright 2001 Steve Goodier, Publisher of Your Life Support System)
Comprendre après avoir écouté
On peut être en désaccord, mais on ne doit jamais faire de tort
En l’autre, reconnaître ce qu’il y a de bien
Une bonne volonté, il faut savoir apprécier
Rappel : dire la vérité avec compassion
Communiquer avec le cœur
Office of the Auditor General of Canada
In summary ...
Emotional intelligence is being able to harness emotions effectively so that they play
a role in business success.
It is not emotionally intelligent to allow the heart to rule the head. Nor is it better to
allow the head to rule the heart.
The heart and head must each play an intelligent role so that work relationships and work progress can both improve, side by side.
Office of the Auditor General of Canada
Top 10 Suggestions for Developing Emotional
Intelligence
Label your feelings rather than labeling people or situations.
Distinguish between thoughts and feelings.
Take more responsibility for your feelings.
Use your feelings to help make decisions.
Show respect for other people’s feelings.
Étiquetez vos sentiments plutôt que les gens ou les situations.
Faites une distinction entre vos pensées et vos sentiments.
Reconnaissez vos sentiments.
Prenez des décisions qui prennent en compte vos sentiments.
Témoignez du respect pour les sentiments des autres.
Dix principales suggestions pour développer
l’intelligence émotionnelle
Office of the Auditor General of Canada
Feel energized, not angry.
Validate other people’s feelings.
Practice getting a positive value from their/your emotions.
Don’t advise, command, control, criticize, judge or lecture to others.
Avoid people who invalidate you.
Top 10 Suggestions for Developing Emotional
Intelligence
Dix principales suggestions pour développer
l’intelligence émotionnelle
Concentrez‑vous sur votre énergie plutôt que votre colère
Validez les sentiments des autres.
Prenez l’habitude de voir au positif dans leurs/vos émotions.
Évitez de conseiller, de commander, de contrôler, de critiquer, de juger ou de faire la morale.
Évitez les gens qui infirment ce qui vous dites.
Office of the Auditor General of Canada
Questions?
Contact Laurie [email protected](613) 952-0213 ext. 6247
Office of the Auditor General of Canada
Resource ListCaruso, D.R., Salovey, P. (2004) The Emotionally Intelligent Manager: How to Develop and Use the Four Key Emotional Skills of Leadership. Canada: John Wiley & SonsCherniss, C., Goleman, D. (2001) The Emotionally Intelligent Workplace: How to Select For, Measure, and Improve Emotional Intelligence in Indiviiduals, Groups and Organizations. San Francisco: Jossey BassCovey, Stephen. (1990). The Seven Habits of Highly Effective People. New York: Simon & Schuster.Goleman, Daniel. (1997). Emotional Intelligence: Why it can matter more than IQ. New York: Bantam Books.Goleman, Daniel. (2000). Working with Emotional Intelligence. New York: Bantam Books.Lynn, Adele B. (2004) The EQ Difference: A Powerful Plan for Putting Emotional Intelligence to Work. Amacom.McKee, A., Goleman, D. & Boyatzis, R. (2004). Primal Leadership: Learning to Lead with Emotional Intelligence. Boston: Harvard Press.Short, R. (1998). Learning in relationship. Bellevue , WA: Learning in Action Technologies, Inc.