transforming worker attitudes through training interventions- an emotional intelligence case study

Transforming Worker Attitudes Through Training Interventions:

An Emotional Intelligence Case Study

Presentation For Human Resource Management Association of Jamaica

Conference27 By

Galba Bright, Galba Bright & Associates

http://tuneupyoureq.comNovember 17th 2007

Copyright Galba Bright & Associates http://tuneupyoureq.com

2

Before We Go Any Further, Let’s All Check In

• On A Scale Of 1-10, 10 Being The Highest, How Do You Rate Yourself Right Now In The Following Areas:

– Energy Level

– Open-mindedness/Openheartedness

– Focus (Ability To Give Full Attention To The Task At Hand)


3

Overview• Introduction:

– Why Do We Want To Transform Attitudes?– What Is “Emotional Intelligence?”

• Case Study • Summary • Discussion• Close


4

Emotional Intelligence Is The Key to Customer Retention

Emotional Intelligence Deficiencies Account for 70% of The Reasons

Why Organisations Lose Customers And Clients.

Forum Corporation Study, 1996


5

What Is Emotional Intelligence ?

“The Capacity For Recognising Our Own Feelings And Those Of Others, For Motivating Ourselves, And For Managing Emotions Well In Ourselves And In Our Relationships.”

Daniel Goleman: “Working With Emotional Intelligence”


6

The 4 Elements of Emotional Intelligence

• 1. Self Awareness - Knowing What You Are Feeling IN THE MOMENT, And Using Those Preferences To Guide Your Decision-making.

• 2. Self Management - Managing Your Emotions So That They Help, Rather Than Hinder The Task At Hand.

• 3. Social Awareness - Sensing What People Are Feeling and Being Able To Understand Their Point of View.

• 4. Relationship Management- Guiding, Motivating, Leading and Influencing Others.


7

EQ Focuses on Learning, Rather Than Training

“Change will be more enduring if the organization’s culture and tone support the change and offer a safe atmosphere for experimentation.”Consortium for Research on Emotional Intelligence in Organisations. Good Practice Guideline.


8

Success Story FrameworkConcerns

Issues

Results

LessonsLearnt

DesiredOutcomes


9

Case Study: Jamaica Hospitality sector

• 200 staff, 20 management team members.• 2 Day On-Site Managers’ Learning Programme. • Mini-lectures, role plays, quizzes, discussions.• Free EQ Powerpack™ follow up material for participants.


10

Concerns/Issues

• Relative Immaturity of Management Team

• Fear of Impending Managerial Changes

• Narrow Perception of Managerial Role


11

Desired Outcomes• Improved Ability To Give And Receive

Feedback.

• More Cohesive Team.

• Greater Acceptance of The Constancy of Change.


12

Results

• Increased Resilience In Dealing With Change.

• Increased Acceptance of Personal Accountability.

• Management Team Is More Cohesive.


13

Lessons Learned

• Enhanced Communication Has Unfrozen Past Behaviour Patterns.

• Follow Up Is Vital.• Role Plays Can Be A Powerful Learning Methodology.


14

Challenges• Securing funding and authorisation for Learning

Programme.

• Short development time for programme design (2 days!!).

• Organisation undergoing significant organisational change (make or break?)


15

Suggestions For ContinuousImprovement

• Design – Use organisational surveys, – Conduct EQ assessments before and after

programmes– Use formal and informal evaluation methods– Fully engage participants before the programme

starts.


16

Summary: Learning, Not Training• It’s Not The Same As Teaching A Technical Skill.

• EQ Improvement Revolves Around Sustainable ImprovementsIn Habits and Behaviour.

• If We Focus On Individual And Organisational Learning We Can Achieve Our Transformational Goals.


17

Your Check Out Questions• On A Scale Of 1-10, 10 Being The Highest, How

Do You Rate Yourself Right Now In This Area:

– Clear Understanding of How Emotional Intelligence Learning Programmes Can Transform Worker Attitudes.


18

Products And ServicesFee Based• Learning Programmes and Coaching Services.

http://tuneupyoureq.com/learning-programmes/• White Papers and Special Reports

http://tuneupyoureq.com/No-cost• Monthly BrightIdeas Featured Presentations™

http://tuneupyoureq.com/bright-ideas-presentations/featured/• 44 Emotional Intelligence Knowledge Products, including Tune Up Your Emotional

Intelligence ™ Workbook & Quarterly Tools For Transformation™ Newsletter.http://tuneupyoureq.com/tools-for-transformation/

• Over 140 no-cost Emotional Intelligence articleshttp://tuneupyoureq.com/category/blog/

http://tuneupyoureq.com/learning-programmes/

http://tuneupyoureq.com/

http://tuneupyoureq.com/bright-ideas-presentations/featured/

http://tuneupyoureq.com/tools-for-transformation/

http://tuneupyoureq.com/category/blog/


19

Thank You For Your Time

Enjoy your Emotional Intelligencejourney !!!

Galba Bright

http://tuneupyoureq.com

www.tuneupyoureq.com 19

http://tuneupyoureq.com/

transforming worker attitudes through training interventions- an emotional intelligence case study

Technology

emotional

role plays

http

learning

change

scale

motivating

feeling