The Business Case The Business Case for Emotional for Emotional IntelligenceIntelligence

Lee ElliottVice President for Human Resources and Fund DevelopmentSaint Francis Medical CenterGrand Island, Nebraska

What is emotional intelligence?What is emotional intelligence?

……the ability to perceive emotions, to the ability to perceive emotions, to access and generate emotions so as to access and generate emotions so as to assist thought, to understand emotions assist thought, to understand emotions and emotional knowledge, and to and emotional knowledge, and to reflectively regulate emotions and reflectively regulate emotions and intellectual growth.intellectual growth.

-Mayer & Salovey, 1997-Mayer & Salovey, 1997

Common senseCommon sense

Components ofComponents ofemotional intelligenceemotional intelligence

Identifying emotionsIdentifying emotions

The ability to accurately recognize The ability to accurately recognize how you and those around you are how you and those around you are feelingfeeling

Using emotionsUsing emotions

The ability to use emotions to The ability to use emotions to actually help thinkingactually help thinking

Understanding emotionsUnderstanding emotions

The ability to understand complex The ability to understand complex emotions and how one emotion emotions and how one emotion leads to anotherleads to another

Managing emotionsManaging emotions

The ability to intelligently act on the The ability to intelligently act on the data of emotions in your self and in data of emotions in your self and in othersothers

In general, EQ involves:In general, EQ involves:

Being aware of and managing your Being aware of and managing your emotionsemotions

Having good interpersonal skillsHaving good interpersonal skills

Being adaptableBeing adaptable

Managing stress well; and Managing stress well; and

Having a positive general moodHaving a positive general mood

IQ can’t be changed; EQ canIQ can’t be changed; EQ can

Older peopleOlder people

More independent in their thinking and More independent in their thinking and actionsactionsMore aware of others’ feelings More aware of others’ feelings More socially responsibleMore socially responsibleMore adaptableMore adaptableBetter at sizing up the immediate Better at sizing up the immediate situation and solving problemssituation and solving problemsAble to manage stress betterAble to manage stress better

EQ is approximately the same EQ is approximately the same for men and womenfor men and women

98 women, 100 men98 women, 100 men

WomenWomen MenMen

Self regard 97 102Self regard 97 102

Interpersonal Interpersonal

relationship 101 97relationship 101 97

Social responsibility 102 96Social responsibility 102 96

Empathy 103 94Empathy 103 94

Stress tolerance 97 103Stress tolerance 97 103

What difference does EQWhat difference does EQ make at work? make at work?

U.S. Air ForceU.S. Air Force

Best recruiters scored highest on EQ Best recruiters scored highest on EQ competencies of Assertiveness, competencies of Assertiveness, Empathy, Happiness and Emotional Empathy, Happiness and Emotional Self Awareness.Self Awareness.

Selecting recruiters based on this led to Selecting recruiters based on this led to a $3M savingsa $3M savings

Experienced partners at a Experienced partners at a multi-national consulting firmmulti-national consulting firm

Those that scored above median Those that scored above median on 9 of 20 EQ competencieson 9 of 20 EQ competencies

Delivered $1.2 M more profit (139% Delivered $1.2 M more profit (139% gain)gain)

300 top-level executives 300 top-level executives

from 15 global companiesfrom 15 global companies

Six competencies distinguished stars from Six competencies distinguished stars from average performersaverage performers

Influence, Team Leadership, Organizational Influence, Team Leadership, Organizational Awareness, Self-Confidence, Achievement, Awareness, Self-Confidence, Achievement, Drive and LeadershipDrive and Leadership

Research in over Research in over 200 companies and 200 companies and

organizations worldwideorganizations worldwide

In moderately complex jobs (sales clerk, In moderately complex jobs (sales clerk, mechanic), top performer is 12 times more mechanic), top performer is 12 times more productive than average performerproductive than average performer

In most complex jobs (insurance In most complex jobs (insurance salesperson, account managers), top salesperson, account managers), top performer is 127% more productive than performer is 127% more productive than average performeraverage performer

1/3 of this difference is due to 1/3 of this difference is due to technical skill and cognitive abilitytechnical skill and cognitive ability

The remaining 2/3 is due to EQThe remaining 2/3 is due to EQ

National insurance companyNational insurance company

Insurance sales agents weak in EQ Insurance sales agents weak in EQ competencies of self-confidence, initiative, competencies of self-confidence, initiative, and leadership sold policies averaging and leadership sold policies averaging $54,000$54,000

Those strong in at least 5 of 8 EQ Those strong in at least 5 of 8 EQ competencies sold policies worth competencies sold policies worth $114,000$114,000

Center for Creative LeadershipCenter for Creative Leadership

Primary causes for derailment in executives Primary causes for derailment in executives involve deficits in EQinvolve deficits in EQ

– Difficulty in handling changeDifficulty in handling change

– Not being able to work well in a teamNot being able to work well in a team

– Poor interpersonal relationsPoor interpersonal relations

Trained supervisors on Trained supervisors on EQ competenciesEQ competencies

Manufacturing PlantManufacturing Plant

Lost time accidents reduced Lost time accidents reduced 50%50%

Formal grievances decreased Formal grievances decreased from 15 a year to 3from 15 a year to 3

Production increased 17%Production increased 17%

Managers of retail storesManagers of retail stores

Those that scored higher on stress Those that scored higher on stress managementmanagement

Higher net profits, sales per square Higher net profits, sales per square foot, and sales per employeefoot, and sales per employee

Study of 130 executivesStudy of 130 executives

How well they handled their own How well they handled their own emotions determined how much emotions determined how much people wanted to work with thempeople wanted to work with them

Study of 515 senior executivesStudy of 515 senior executives

EQ was a better predictor of success EQ was a better predictor of success than either prior experience or IQthan either prior experience or IQ

Two lessons:Two lessons:

1.1. EQ competencies can be learned.EQ competencies can be learned.

2.2. EQ enhancement is good for business. EQ enhancement is good for business.

What we are doing atWhat we are doing atSaint Francis Medical CenterSaint Francis Medical Center

Overall Facility Composite

98 96102 99 98 97

708090

100110

1

Total EQ Intrapersonal Interpersonal

Stress Mgmt Adaptability General Mood

ContactContact

Lee ElliottVice President for Human Resources and Fund DevelopmentSaint Francis Medical CenterP O Box 9804Grand Island, NE 68802-9804308-398-5620lelliott@sfmc-gi.org