understanding emotional intelligence · a leader’s intelligence has to have a strong emotional...
TRANSCRIPT
Understanding Emotional IntelligenceA core competency
John C. Pompe, Psy.D., SPHR
Global Manager, EAP and Employee Health Programs
Caterpillar Inc.
LPSD Business Resources Leadership SummitFebruary 20, 2019
Caterpillar Confidential GreenCaterpillar: Confidential Green
Agenda
• What is Emotional Intelligence?
• EQ in support of Caterpillar’s Strategy
− Why is it important in a business setting?
− Why is it important for leaders and consultants?
• Your EQ and how to improve it
Caterpillar Confidential GreenCaterpillar: Confidential Green
Social Health• Healthy and productive relationships
• Inclusion and connectedness
• High performing teams
• EQ can impact our workplace culture and
climate
• The end goal of EQ development is
healthier, more productive relationships
Caterpillar Confidential GreenCaterpillar: Confidential Green
A set of skills that influence our ability to effectively:
• Perceive and interpret emotions and behavioral intent
• Express emotions appropriately
• Influence our interpersonal interactions
• Maintain positive relationships
• Positively impact our social environments
• EQ should NOT be all in your head. It is a means to
change behavior and build productive relationships.
What Is (behavioral) Emotional Intelligence (EQ)?
…the capacity for recognizing
our own feelings and those of
others, for motivating
ourselves, for managing
emotions well in ourselves and
in our relationships.
“
”- Daniel Goleman
Caterpillar Confidential GreenCaterpillar: Confidential Green
Sensory
input
Limbic System
and AmygdalaEmotion and arousal
center. Fight or flight
system. Fast and
automatic.
NeoCortex and
Frontal LobeRational thinking,
analytics, problem
solving. Slower and more
deliberate.
The Neurology of
Emotional Intelligence
Caterpillar Confidential GreenCaterpillar: Confidential Green
Sensory
input
Limbic System
and AmygdalaEmotion and arousal
center. Fight or flight
system. Fast and
automatic.
NeoCortex and
Frontal LobeRational thinking,
analytics, problem
solving. Slower and more
deliberate.
1.Awareness and detection of
emotionally arousing events. The
ability to PREDICT our response
and that of others.
2.Quickly detect our emotional
arousal, particularly in relation to
others.
What does higher EQ allow us to do?
3. Slow down and put space between
our arousal and our action
4. Analyze our/others’ emotions, make
sense of them, and plan our action.
Caterpillar Confidential GreenCaterpillar: Confidential Green
Awareness of
emotions and
behaviors of
ourselves and
others.
The ability to
interpret the
meaning and
intent of both
emotions and
behaviors
Coping with
challenging
situations,
staying in control,
influencing
interactions
Adjusting our
behavior.
Developing
relationships
and maintaining
them in the long
term.
4 Characteristics of EQ
Caterpillar Confidential GreenCaterpillar: Confidential Green
People with
Low Emotional Intelligence
People with
High Emotional Intelligence
• Are introspective
• Are humble
• Listen and think before they speak
• Offer suggestions
• Get to know others
• Use emotions sparing and strategically
• Are transparent and create safety for others
• Take responsibility for themselves and others
• Cope with stress and conflict
• Draw people to them
• Are externally focused
• Struggle to admit weakness
• Talk and then wait to talk some more
• Argue to win
• Don’t take the time to get to know others
• Are impulsive and volatile
• Transparency is a one way street with potholes
• Blame others
• Lose effectiveness during tense moments
• Repel others (sometimes subtly)
Caterpillar Confidential GreenCaterpillar: Confidential Green
“ A leader’s intelligence has to have a strong emotional
component. S/he has to have high levels of self-
awareness, maturity, and self control. She must be able
to withstand the heat, handle setbacks, and when those
lucky moments arise, enjoy success with equal parts of
joy and humility. No doubt emotional intelligence (EQ) is
more rare than book smarts, but my experience says it is
actually more important in the making of a leader. You just
can’t ignore it.
” Jack Welch, Former CEO of General Electric
Our workplace challenge
Caterpillar Confidential GreenCaterpillar: Confidential Green
Why is EQ so important in the workplace?
Research shows
convincingly that emotional
intelligence (EQ) is more
important than IQ in almost
every role, and many times
more important in leadership
roles.- Dr. Steven Covey
EQ positively impacts
• Communication
• Relationship quality
• Team engagement and retention
• Organizational effectiveness and stress
• Adaptability and ability to change
• Individual and team performance
Caterpillar Confidential GreenCaterpillar: Confidential Green
Individual Behaviors
Our Values in Action
Leader Behaviors
Making Great Leaders
Employee Insights
Diversity & Inclusion
The Caterpillar Experience
Caterpillar Confidential GreenCaterpillar: Confidential Green
People- Who we engage
Every employee must help us achieve our goals
− We have a behavior model to help us focus on the critical behaviors needed for our strategy
Caterpillar Confidential GreenCaterpillar: Confidential Green
Scoring your Brief EQ Self Assessment
Caterpillar Confidential GreenCaterpillar: Confidential Green
• What are your stronger areas and those that may need some work?
• What do you think this means for you?
• Any surprises?
• Remember:
− No good/bad
− This isn’t about NOT experiencing emotions
− EQ has high levels of plasticity. It can change if you try.
Scoring your Brief EQ Self Assessment
Caterpillar Confidential GreenCaterpillar: Confidential Green
Four skills. Two Competencies.
Caterpillar Confidential GreenCaterpillar: Confidential Green
Four skills. Two Competencies.
Personal competence• Self awareness and self management
skills
• More about YOU than others
• Being aware of your emotions, and
• Controlling your behavior
Caterpillar Confidential GreenCaterpillar: Confidential Green
Four skills. Two Competencies.
Personal competence• Self awareness and self management
skills
• More about YOU than others
• Being aware of your emotions, and
• Controlling your behavior
Social competence• Social awareness and relationship
management skills
• Ability to understand mood, behavior and
motives. Show empathy.
• Adjust your behavior to achieve a goal.
Caterpillar Confidential GreenCaterpillar: Confidential Green
Developing Your EQ Skillset
Caterpillar Confidential GreenCaterpillar: Confidential Green
Self AwarenessYour ability to accurately perceive your own emotions in the
moment and understand your tendencies across situations.
• Self Awareness is a foundational skill. When you
have it, the EQ skills come easier.
• Highly correlated to job performance
• Requires a lot time to introspect and reflect
• Involves an understanding or your strengths,
motivations and what triggers you.
Caterpillar Confidential GreenCaterpillar: Confidential Green
Self Awareness Strategies
1. Take time to reflect on how you feel about your experiences.
Monitor yourself through mindfulness and journaling.
2. Develop the language to articulate how you feel. Recognize
how emotions make you feel physically. Know yourself
understand stress.
3. Don’t treat having or expressing feelings as good or bad.
There are no good/bad emotions, only misplaced emotions.
4. Know who/what pushes your buttons and WHY. Recognize
that controlling this is your responsibility. Don’t count on others
to fix how you feel.
5. Ask for feedback. Validate your observations.
Caterpillar Confidential GreenCaterpillar: Confidential Green
Self ManagementYour ability to use your awareness of your emotions to stay
flexible and actively choose [control] what you say and do.
• Builds upon Self Awareness - you can’t manage your
emotional response unless you recognize it.
• Recognizing then regulating emotions. Impulse
control- Putting space between the stimuli and your
reaction.
• Avoiding the Limbic System’s “emotional hijacking”
• It is a challenge to be passionate and driven, but stay
in control of your emotional reactions
Caterpillar Confidential GreenCaterpillar: Confidential Green
Self Management Strategies
1. Centering: deep breaths to slow your mind and body
2. Take a time out. Count to 10 before responding. Never email or text
angry. Sleep on it.
3. Take care of your body- diet, exercise, relaxation and fun. Good sleep
hygiene
4. Control your thinking and self-talk. Focus on what you can control. Keep
expectations reasonable and flexible.
5. Learn from those role models who appeared measured and controlled.
Get objective, feedback from others who are not emotionally invested in
you. EAP can help.
Caterpillar Confidential GreenCaterpillar: Confidential Green
Social AwarenessYour ability to accurately pick up on emotions in other people
and understand what is really going on with them.
• Listening and observing are key
• Empathy- express an understanding
• Requires setting aside your feelings and biases
• You aren’t listening and watching if you are thinking
of your own feelings or what you are going to say
• Must be in the moment
• Can involve group interaction
Caterpillar Confidential GreenCaterpillar: Confidential Green
Social Awareness Strategies
1. Listen and pay attention. Be present and in the moment.
2. Practice and refine your empathy. Step into others’ shoes.
Recognize cultural differences. If you are in doubt, ask.
3. Plan ahead for social encounters. Learn names. Greet people by
their names.
4. Watch body language. Detect the mood of your audience and
adjust.
5. Recognize how your emotions and biases may be impacting
others.
Caterpillar Confidential GreenCaterpillar: Confidential Green
Social SkillsYour ability to use your emotional awareness to shape your
encounters, influence and inspire others, put them at ease, and
thrive in your relationships
• Essential for leadership: foundation of engagement,
leadership and interpersonal effectiveness.
• Brings out the best in people.
• Helps problem solve and resolve conflicts.
• Builds bonds with individuals and teams to get the
job done.
• Poses the biggest challenge during times of stress.
Caterpillar Confidential GreenCaterpillar: Confidential Green
Social Skills Strategies
1. Be reasonably open and curious of others. Ask questions.
2. Build trust through consistency and reliability. No mixed signals. Align the
verbal and nonverbal. Control meta messages.
3. Openly recognize others’ emotions. When you care, show it. Small gestures
go a long way (including unwavering politeness). Demonstrate
complimentary emotions.
4. Routinely ask for feedback. Take it well. Ask of your door needs to be more
open.
5. Only get mad on purpose.
Caterpillar Confidential GreenCaterpillar: Confidential Green
Emotionally Intelligent People…
1. Continually work to improve self awareness
2. The are measured and controlled. They think before the speak
and act.
3. The are highly attuned to those around them, including groups
and workplace cultures.
4. They put people at ease and quickly adjust their behavior.
5. Have a fund of emotional experience, but they use it effectively.
Summary
Caterpillar Confidential GreenCaterpillar: Confidential Green
• EQ can be improved with awareness and practice.
• Emotional awareness isn’t easy for most of us. Using EQ to improve
relationships takes time.
• Emotional awareness alone isn’t enough. We have to translate it to behaviors.
• Even the best of us have lapses and fail to manage our behavior.
• Accurate, honest feedback is helpful
Summary
Caterpillar Confidential GreenCaterpillar: Confidential Green
Next Steps
1. Pick ONE skill area where you want to focus.
2. Review the suggested action steps in detail.
3. Pick 3 specific action items and develop a written
action plan.
4. Seek a mentor or trusted person to share your
plan and give you feedback.
5. EAP can help as a resource for coaching,
feedback and help making changes.
6. Do some reading on EQ.
7. Retest.
Caterpillar Confidential GreenCaterpillar: Confidential Green
Suggested
Reading
Next Steps…
Caterpillar Confidential GreenCaterpillar: Confidential Green
Thank you!
John C. Pompe, Psy.D., SPHR
Materials will be made available at EAP.cat.com