Excellence

Through

Emotional Intelligence
excellence. To know how to do something well is to enjoy it. 1 --Pearl Buck
"The secret of joy in work is contained in one word -

Excellence ?
Excellence is an art won by training and habituation. We are what we repeatedly do. Excellence, then, is not an act, but a habit
If you are going to achieve excellence in big things, you develop the habit in little matters. Excellence is not an exception, it is a prevailing attitude. -Charles R. Swindoll
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Aristotle

Knowledge (what to, why to) Knowledge (what to, why to)

Habits ?

Habits Internalized principles & patterns of behavior

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Knowledge (what to, why to) Knowledge (what to, why to)

Habits ?

Desire Desire (want to) (want to)

Habits Internalized principles & patterns of behavior

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Knowledge (what to, why to) Knowledge (what to, why to) Skills (how to)

Habits ?

Desire Desire (want to) (want to)

Habits Internalized principles & patterns of behavior

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Knowledge (what to, why to) Knowledge (what to, why to) Habits Skills (how to)

Habits ?

Desire Desire (want to) (want to)

Habits Internalized principles & patterns of behavior

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Excellence ?
Operational Excellence
is defined as: Consistently providing the highest quality service excellence to our customers At the lowest possible cost while achieving above average returns. Quality Assurance initiatives are key elements in support of this goal
Excellence is content less and therefore its measurement can only be against certain

benchmarks

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Who Should We Benchmark With?

Internal benchmarking internal benchmarking is likely to meet with less resistance from managers Benchmarking with competitors (international benchmarking) those competitors who are performing better than us Best in the Industry with Industry leaders who achieved the best performance Cross Industry some measures could be compared with best performance of any industry e. g. Finance, HR measures

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Achieve Organizational Excellence ?

Focusing Energy & Resources
Mission Vision

Mission

Alignment
CHAOS
Substandard Performance

Excellence

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ASK: Is the organization in sync. with the Mission?

Vision
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Alignment: New Business Strategy & Excellence

Human Capital Development & Management is a new
business strategy to improve organizational effectiveness by implementing a management system to

align, develop and manage people.

If you dont know where you are going, any path will take you there --- Old Sioux Proverb --MH
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Framework for Change Excellence

Managing the linkage between culture and strategy helps drive performance excellence
oStrategy Culture & Values Management Systems and Practices Behavior Results / Excellence

The role of leadership is to align the organizations strategy and work culture

Behavior and performance is enhanced to the extent that management systems and practices are aligned with the culture and strategy
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ASK to Develop Personal Excellence

A ttitude
S kills K nowledge
Pride is a personal commitment. It is an attitude which separates excellence from mediocrity.
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ASK to Develop Excellence

S kills + K nowledge = C ompetence

Excellence

+
A ttitude

P erformance

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What is an Emotions ?
Unconscious impulses Conscious decisions Social constructs between people Ways of acting and talking Mental states that result when bodily responses are sensed by the brain Feelings & Thoughts about situations people find themselves in Bodily responses that have evolved as part of our struggle to survive
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Primary Emotions

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Emotions
Connections
Something happens

You have a thought about it

You feel something

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You react ( behavior )

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E Q

Emotional Intelligence

EQ? What is that?

The application of a positive attitude, respect, and healthy patterns of behavior towards self and others
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E Q Emotional Intelligence
Self Awareness

Motivation

Self

Self Regulation

EQ
Empathy
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Social Skills
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E Q Emotional Intelligence
IQ
Established by mid-teens Cant increase Predicts only 10% 20% of life success

EQ
Not fixed Can be improved throughout life

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E Q

Self Awareness

knowing ones internal states, preferences, resources, and intuitions

Emotional Awareness: recognizing ones emotions and their effects. Pay attention to your emotions Accurate Self-Assessment: knowing ones strengths and limits Self-Confidence: a strong sense of ones self-worth and capabilities

Outcomes of limited self-awareness:

blind ambition, unrealistic goals, power hungry, relentless striving, insatiable need for recognition
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E Q

Self-Regulation

Managing one s internal states, impulses, resources Self-Control: keeping disruptive emotions and impulses in check Trustworthiness: maintaining standards of honesty and integrity Conscientiousness: taking responsibility for personal performance Adaptability: flexibility in handling change Innovation: being comfortable with novel ideas, new info.

Outcomes of limited self-regulation:

impulsive behavior, rigidity of behavior and thought, lack of trust, poor follow-up /completion, avoidance of others

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E Q

Self-Motivation

Emotional tendencies that guide or facilitate reaching goals

Achievement Drive: striving to improve or meet a standard of excellence Commitment: aligning with the goals of the group Initiative: readiness to act on opportunities Optimism: persistence in pursuing goals despite obstacles and setbacks Outcomes of limited motivation: sub-optimal performance, incomplete projects, inability to reach goals, lack of energy*drive*conviction, bringing down the mood of others MH

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E Q

Empathy

Awareness of others feelings, needs, and concerns

Understanding Others: sensing others feelings and

perspectives, and taking an active interest in their concerns Developing Others: sensing others development needs and bolstering their abilities Service Orientation: anticipating, recognizing, and meeting customers needs Leveraging Diversity: cultivating opportunities through different kinds of people Political Awareness: reading a groups emotional currents and power relationships Outcomes of limited empathy: misunderstanding, frustration, lack of trust, dissatisfaction, lack of commitment, poor service reputation

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E Q

Social Skills / Effective Relationships

Adeptness at inducing desirable responses in others

Influence: wielding effective tactics for persuasion
Communication: listening openly and sending convincing messages Conflict Management: negotiating and resolving disputes Leadership: inspiring and guiding others Change Catalyst: initiating or managing change Building Bonds: nurturing instrumental relationships Collaboration and Cooperation: working with others toward shared goals Team Capabilities: creating group synergy in group goals

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Outcomes of limited social skills: dissension, distrust, poor leadership / followership, ineffective conflict, sub-optimizing teams, poor job performance, loss of job opportunities

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E Q
REACTIVE There is nothing I can do Thats just the way I am He makes me mad They wont allow that I have to do that I cant I must If only

Language of EI
PROACTIVE
Let us look for Alternatives I can choose a different approach

(Use space between Stimulus & Response)

I control my own feelings

I can create an effective prsntation I will choose an appropriate response I choose

I prefer I will

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E Q
DEPOSITS
Keeping promises

Relationship of TRUST
WITHDRAWALS
Seek first to be understood
Breaking promises Smooth manipulation Unkindnesses, discourtesies Win-Lose or Lose-Win thinking Violating expectations Disloyalty, duplicity Pride, conceit, arrogance Not receiving feedback and giving You messages Holding grudges
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(Emotional Bank Account)

Seek first to understand

Honesty, openness Kindnesses, courtesies Win-Win or No Deal thinking Clarifying expectations Loyalty to the absent Apologies Receiving feedback and giving I messages Forgiveness
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Excellence Believing:
Having the right attitude to succeed

in a nutshell

Achieving:

Connecting with and creating deep rapport easily

Succeeding:

Setting clear and realistic intentions and goals

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Essence of EQ Summary
Working with EI - Goleman

Competencies that most often lead to success:

Initiative, achievement and adaptability

Influence, team leadership and awareness Empathy, self-confidence and developing others

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Excellence

Through

Emotional Intelligence
Appreciation is a wonderful thing; it makes what is excellent in others belong to us as well. Voltaire
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