INTRODUCTION TO EI -

EMOTIONAL INTELLIGENCE

The Key To Excellence

Presented by

[Enter Your Name]

[Enter Your Position]

 FLEE, WEE, CUPPA TEA!

• Emergency Procedures & Fire Escape

• Lavatories and Welfare
• Refreshments and Hospitality
 INTRODUCTION TO EI -
EMOTIONAL
INTELLIGENCE
• Five Things You Need to Know About EI • Empathy
• What is Emotional Intelligence • Nurturing Relationships
• Understanding EI • Tuning Into Your Senses
• What Impact will my Emotional Intelligence • Emotions
have on my career? • Keeping an Emotion Log
• How is my Emotional Intelligence (EQ)
related to my IQ? • Nine Strategies for Promoting Emotional
Intelligence
• Is my Emotional Intelligence Fixed? • Leadership and EI
• I Want to Improve my EI, What Should I
Do? • Managing and Leading – Difference Between
Management and Leadership
• 20 Steps to EI Self Assessment • Improving Your EI
• The Four Elements of EI • Self Directed Change
• The Competencies of Emotional Intelligence • Communication
• Intra-Personal –v- Inter-Personal • Change Management and EI
• Emotional Self Awareness • How to Successfully Lead Change from the
• Emotional Self Regulation Inside Out
• Emotional Self Motivation • Emotionally Unintelligent Leadership – The
David Brent Model
• The Impact of EI
FIVE THINGS YOU NEED TO
KNOW ABOUT EI
What is Emotional Intelligence?

In Working with Emotional Intelligence,

Daniel Goleman (1998) writes that EI…

“refers to the capacity for recognizing our own feelings and those of others, for motivating
ourselves, and for managing emotions well in ourselves and in our relationships”
 WHAT IS EMOTIONAL
INTELLIGENCE?
• It’s about how you feel, how others
around you feel

• Knowledge of EI helps you

identify what feels good and bad
and how to change

• Maintaining an emotional
awareness and sensitivity and
developing the skills that will help
you to stay positive

• A dynamic process of learning

skills to understand yourself and
others
IN ESSENCE, UNDERSTANDING
EI IS ….
• …. the ability

• Identify
• Use
• Understand and
• Manage emotions.
WHAT EMOTIONAL INTELLIGENCE
ISN’T

• Cognitive Intelligence
(IQ)
• Aptitude
• Achievement
• Vocational Interest
• Personality
• Static – results can
change over time
 FIVE THINGS YOU NEED TO
KNOW ABOUT EI
1. What is Emotional Intelligence?
2. What Impact will my Emotional Intelligence have
on my Career?
WHAT IMPACT WILL MY
EMOTIONAL
INTELLIGENCE HAVE ON
MY CAREER?
MORE POTENT PREDICTORS OF
CAREER SUCCESS WERE

• Ability to handle frustrations

• Ability to deal with a diverse range of issues

• Ability to manage own emotions

• Ability to manage own social skills

 FIVE THINGS YOU NEED TO
KNOW ABOUT EI
1. What is Emotional Intelligence?
2. What Impact will my Emotional Intelligence have on
my Career?
3. How is my Emotional Intelligence related to my
IQ?
 FIVE THINGS YOU NEED TO
KNOW ABOUT EI
1. What is Emotional Intelligence?
2. What Impact will my Emotional Intelligence have on
my Career?
3. How is my Emotional Intelligence related to my IQ?
4. Is my Emotional Intelligence Fixed?
 FIVE THINGS YOU NEED TO
KNOW ABOUT EI
1. What is Emotional Intelligence?
2. What Impact will my Emotional Intelligence have on
my Career?
3. How is my Emotional Intelligence related to my IQ?
4. Is my Emotional Intelligence Fixed?
5. I want to Improve my Emotional Intelligence,
What Should I Do?
20 STEPS TO EI SELF-
ASSESSMENT
THE FOUR ELEMENTS OF EI
Self Others

Awareness
Self Social
Actions Awareness Awareness

Self Relationship
Management Management

Positive impact
on others
 EMOTIONAL INTELLIGENCE
COMPETENCIES
• Intra-personal, invisible to others and occur
inside of us
• Emotional Self-Awareness
• Emotional Self-Regulation
• Emotional Self-Motivation

• Inter personal
• Empathy
• Nurturing Relationships
 EMOTIONAL SELF-
AWARENESS
• Emotional Self-Awareness
• Recognising emotions and their impact
• Accurate Self-Assessment
• Knowing one’s strengths and limits
• Self-Confidence
• A strong sense of one’s self-worth and capabilities
 EMOTIONAL SELF-
REGULATION
• Emotional Self-Control
• Controlling disruptive impulses and emotions
• Transparency
• Displaying honesty and integrity; trustworthiness
• Adaptability
• Flexibility in adapting to changing situations
 EMOTIONAL SELF-
MOTIVATION
• Achievement
• The drive to improve performance based on inner standards
of excellence
• Initiative
• Readiness to act and seize opportunities
• Optimism
• Seeing the “upside” in all events
 EMPATHY

• Not to be confused with sympathy

• The Ability to Listen
• Put Yourself in the other person’s Shoes
• Understand
• Trust
NURTURING RELATIONSHIPS
 SELF AWARENESS TEST
• In your boss’s absence you have been asked to carry out a task on her behalf
by the HR Director

• You achieve the task on time and within budget

• You feel relieved and proud

• The HRD gives you no thanks or praise and picks up on the format of the
final draft – the wrong company format Font was used

• You then feel angry and decide that you are never again going to agree to do
work that is not within your remit or comfort zone

• You think about leaving the company

 SELF AWARENESS TEST –
TUNING INTO YOUR SENSES
• This means paying attention to what you actually see and
hear and not what you think you see and hear

• Your beliefs, values, drivers and rules act as filters.

These can distort and delete what otherwise might be
important information
 SOCIAL AWARENESS TEST
DEVELOPING SELF & OTHERS

• Empathy

• Influence

• Developing others

• Managing or Adapting to Change

• Conflict Management

• Teamwork and Collaboration

 WHAT IS EMOTION?
• What are the basic human emotions?

• Anger

• Fear

• Sadness

• Happiness

• Joy

• Surprise

• Disgust
THE NEW FACE OF EMOTION??
 HOW DO WE VIEW EMOTIONS?

• chaotic
• haphazard
• superfluous
• incompatible with reason
• disorganised
• largely visceral
• resulting from the lack of effective adjustment
 HOW DO WE VIEW EMOTIONS?

• Arouse, sustain, direct activity

• Part of the total economy of living organisms

• Not in opposition to intelligence

• Themselves a higher order of intelligence

 THE STORY OF PHINEAS GAGE

Emotional processing
may be an essential part
of rational decision
making
HOW THE BRAIN WORKS
TO GET AN EMOTION, GO DEEP

Amygdala is deep within the most

elemental parts of the brain.
 BIOLOGICAL PURPOSE FOR
EMOTION
• Signaling function (that we might take action)

• Promote unique, stereotypical patterns of physiological

change

• Provide strong impulse to take action

 MANAGING YOUR EMOTIONS

• Emotions Affect:

What we think

What we feel

How our bodies react

How we behave
 MANAGING YOUR EMOTIONS
IF THIS HAPPENED TO ME ….
• Cutting your Finger

• Receiving a Compliment

• Making a Mistake at Work

• Your Boss’s reaction to the Mistake

• A First Date
 KEEPING AN EMOTION LOG

1. Event
2. Event Date / Time
3. Automatic Thoughts
4. Emotions
5. Response
6. Outcome
7. Learning Outcome
 CONSIDER THESE QUESTIONS
1. What is the evidence that the automatic thought is true?

2. Could there be an alternative explanation?

3. What is the worst that could happen?

4. What’s the best that could happen?

5. What should I do about it?

6. What is the effect of my believing the automatic thoughts?

7. What could be the effect of changing my thinking?

8. If you were in this situation, what would you think/feel/do?

THE PERFECT OUTCOME

• Well Prepared
• Emotions in Control
• Slightly Nervous
• Feeling Confident

• A Perfect Meeting
• MD values my
contribution, wants to
work more closely with
me and my team!
Taking the time for mindfulness

Recognising and naming emotions Nine Strategies

For
Understanding the causes of feelings

Differentiating between emotion and the need to take action

Preventing depression through “learned optimism”

Managing anger through learned behaviour or distraction techniques

Listening for the lessons of feelings

Promoting
Using “gut feelings” in decision making Emotional
Developing listening skills Intelligence
LEADERSHIP AND EI
Managing Yourself
• Self awareness
• Manage emotions & pace
• Optimism & self confidence
Managing Your Team
• Empathy
• Develop others
• Manage conflict & change
Managing the Work
• Achievement orientation
• Initiative
• Adaptability in problem solving
Managing Collaboratively
• Influence and inspire others
• Foster teamwork
• Organisational awareness
 MANAGING AND LEADING
MANAGEMENT LEADERSHIP
• Processes • People
• Facts • Feelings
• Head • Heart
• Position Power • Persuasive Power
• Control • Commitment
• Problem Solving • Possibility Thinking
• Reactive • Proactive
• Doing Things Right • Doing The Right Thing
• Rules • Values
• Goals • Vision
• Light Fire Under • Stoke Fire Within
• Written Communication • Verbal Communications
• Standarisation • Innovation
 Level of Job Complexity
Versus
Impact of Emotional Intelligence

Low Complexity jobs The top 1% produce 3 times

(e.g. machine operators or more output than the bottom 1%
admin roles)

Medium Complexity jobs The top 1% is 12 times more

(e.g. sales people or mechanics) productive than the bottom 1%
High Complexity jobs The added value generated by
(e.g. physicians, account the top 1% is 127% greater than
managers, insurance sales the average
people)
 EXECUTIVES

• make decisions
• rely on more people
• accountable
• lead organizational change
• inspiring and energising

anxiety, fear, caution, guilt & depression

MANAGERS & SUPERVISORS

• behavior and treatment & turnover and retention

• influence attitudes, performance, and satisfaction of
employees
• firm and caring at the same
• employees want a supportive, caring Supervisor or
Manager
TEAM LEADERS & PROJECT
MANAGERS
• accountable positive environment
• shorter time periods
• projects of greater magnitude
• eliminate roadblocks
• organizations can cause a lot of frustration, anxiety,
suspicion, and resentment
• Teams may Collapse
SALES PROFESSIONALS

• difficult prospects and customers

• adversarial situations
• situations can generate anxiety, fear,
frustration or even outright anger
• vicious negative emotional cycle
• can stay mentally focused
• Optimism leads to persistence
• strong positive relationships
 TEAMS

• to work smoothly with people

• Deadlines are tight,
• resources are scarce,
• technology advancing,
• team members changing
• a team member doesn't deliver
• resources are taken away
• still expected to meet tight deadlines
 CUSTOMER SERVICE
REPRESENTATIVES
• deal with angry, frustrated customers
• verbally abused
• nervous, mad, disgusted, and angry
• require the intervention Supervisor
• company to lose that customer
• customer tell friends about the poor treatment
TECHNICAL PROFESSIONALS

• pressure to do more with less

• work long hard hours
• to create and innovate
• interact with people of different functions
• do tasks, they would like to avoid
• "emotional hijacking" – a physiological
response in the brain that literally keeps people
from thinking clearly
• Communication hampered, mistakes & errors
made, creativity blocked
 ADMINISTRATIVE STAFF
• volume of work
• New computer systems
• new requirements
• new policies and procedures
• interruptions are the norm
• overwhelmed, worried, dejected, confused, fearful,
even guilty
• Procrastination evident, mistakes increase,
depressive state, complaining and absenteeism
• Health, attitude, and morale suffer
 IMPROVING YOUR EI

• Guess What …….. You can develop your Emotional

Intelligence!

• “Rewire” your responses to feelings

• Change how you think and react
• Alter your behaviour

Emotions
Emotions Thoughts
Thoughts Behavior
Behavior Performance