EQ skills for team

leaders and managers

Emotional Intelligence
Today’s purpose:

Introduction to emotional intelligence (EI)

concepts

• Identify components of EI

• Understand applicability to work life and

leadership
Emotional Intelligence
Emotional Intelligence
Individual Assessment
Dimensions:
Understanding Self Awareness
Self-Management For
Peak Performance
Motivation
Empathy (Social Awareness)
Social Skills
Practicing EQ Skills at Work

Self-Awareness Through Reflection and Feedback

Building and Sustaining Self-Confidence
Recognizing The Power of Personal Goals and Desires
Motivation at Work
Motivation Practices
Making the Case for Emotional Intelligence

IQ vs. EQ
 
What is IQ?

What is EQ?
 I.Q. (Intelligence Quotient)
A number that shows the rating of a person's
intelligence. It is found by dividing the mental age,
as shown in tests, by the actual age (16 is the
largest age used) and multiplying it by 100.
Intelligence Test
Any test used to measure mental development.
Most intelligence tests include tasks involving
memory, reasoning, definitions, numerical ability,
and recalling facts.
Descriptions
Cognitive capacities;
Technical expertise; Educated;
Know-how; Intellect; Smarts;
Skills; Book-learning

IQ (the quotient component) tends not to

change much past our teen years.

Why?
What Then Is EI?

• E. I. (as defined by World Book) – the ability to understand

oneself and to empathize with others. Ex. The phrase
"emotional intelligence" was coined ... to describe qualities
like understanding one's own feelings ... and "the regulation
of emotion in a way that enhances living" (Time)
Another View

• Per Daniel Goleman – 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.
 Exercise One:

On a scale of 0 ( not at all) to 10 (very much) rate your current

degree of skill for each objective:

1. Discuss the leadership skill-set that supports effective change

and organizational transformation.

2. Describe differences in consciousness of first and second

order change efforts.

Notes:
People with High EQ Know:
• Who they are
• What they need to do to take care of themselves
• Who others are within their own context
• How they need to manage their impact on others.
EQ is not…
• Letting your feelings run rampant
• Being nice regardless of what happens to you
• Specific to gender or genetically fixed
• IQ, knowledge or education based
• About anger management
There’s No Crying in
Baseball
How do you think the coach would score on his
EQ Assessment?
EQ Application to Leadership
Manager Model
Managing Yourself
• Empathy
• Self Control
• Self Confidence

Managing Your Team

• Developing Others
• Holding People Accountable
• Team Leadership

Managing the Work

• Results Orientation
• Initiative
• Problem Solving

Managing Collaboratively
• Influencing Others
• Fostering Teamwork
The Impact of Self-Awareness

Research supports that

Self-Awareness
is a
necessary underpinning
of both
Self-Management and
Social Awareness
Self Awareness & Self Management
With Self-Awareness, a person has 50/50 chance of demonstrating Self-Management
Self-Management
Yes No
Self- Yes 49% 51%
Awareness No 4% 96%
N = 427, p < .001 (Burckle and Boyatzis, 1999)

Without Self-Awareness, a person has

virtually no chance of demonstrating Self-
Management.
Self Awareness & Social Awareness
With Self-Awareness, a person has a 38% chance of having Social Awareness
Social Awareness
Yes No
Self- Yes 38% 62%
Awareness No 17% 83%
N = 427, p < .001 (Burckle and Boyatzis, 1999)
Developing EQ Involves

• Revising responses to feelings

• Changing thinking patterns
• Altering behavior and trying new things
• Coaching can be instrumental in the process

Emotions
Emotions Thoughts
Thoughts Behavior Performance
Behavior
The Twenty EQ Competencies

Self- Social
Awareness Awareness
• Emotional • Empathy
Self-Awareness • Organizational
• Accurate Awareness
Self-Assessment • Service Orientation
• Self-Confidence

Self- Relationship
Management Management
• Emotional Self-Control • Developing Others
• Transparency • Inspirational
• Optimism Leadership
• Adaptability • Influence
• Achievement • Change Catalyst
Orientation • Conflict Management
• Initiative • Teamwork &
Collaboration
The Path Between Feeling and Reason
David Rock : The SCARF Model

http://www.youtube.com/watch?v=isiSOeMVJQk
Train Your Brain

The Final Game

Which EQ Skill(s) has the Coach Improved?

 Descriptions
Character; personality; soft skills; socially capable; self-confident; good
communicator.

“IQ gets you the interview –

EQ gets you the job.”
Misconceptions
EI does not merely mean “being nice”.
Nor does it mean allowing free rein to your feelings – “letting it all
hang out.”
Two Different Kinds of Intelligence

Intellectual
and
Emotional
Research Findings

Neuroscience Research
Finding that intellect is based solely on the workings of the neo-
cortex (the rational brain), the more recently evolved layers at the
top of the brain. Emotional centers – lower in the brain, closer to
the brainstem, in the more ancient sub-cortex or limbic system (the
emotional brain). These two different parts of the brain learn
differently. Emotional centers result in skills grounded in our
evolutionary heritage for survival and adaptation.
Gender Differences?
Women tend to be more aware of their
emotions, show more empathy and are adept
interpersonally.

Men tend to be more self-confident and

optimistic, adapt more easily, and handle stress
better.
However, on the whole,
men and women are generally equal
in total emotional intelligence.
 Further Research

Work focused around the nature and types of emotional

competencies have evolved current thinking around
expanding the personal and social nature of emotional
intelligence.

Emotional intelligence can be learned and is enhanced

with experiences – maturing.
The Emotional Competence Framework

Personal Competence

Social Competence
 The Components of EI
(Per Daniel Goleman*)
Personal Competence
These competencies determine how we manage
ourselves. 

Social Competence
These competencies determine how we handle
relationships. 
PERSONAL COMPETENCE
Self-awareness
Knowing one’s internal states,
preferences, resources and intuitions. 

Emotional Awareness
Accurate Self-assessment
Self-confidence
PERSONAL COMPETENCE
Self-regulation
Managing one’s internal states,
preferences and resources.

Self-control
Trustworthiness
Conscientiousness
Adaptability
Innovation
 PERSONAL COMPETENCE
Motivation
Emotional tendencies that guide
or facilitate reaching goals. 

Achievement Drive
Commitment
Initiative
Optimism
SOCIAL COMPETENCE
Empathy
Awareness of others’ feelings,
needs and concerns.

Understanding Others
Developing Others
Service Orientation
Leveraging Diversity
Political Awareness
 SOCIAL COMPETENCE
Social Skills
Adeptness at inducing desirable results
from others.

Influence
Communication
Conflict Management
Leadership
Change Catalyst
Building Bonds
Four Domains of Emotional Intelligence

Personal Social
Competencies Competencies

Self Awareness Social Awareness

Self Management Relationship Management

The Good and The Bad Exercise
 EXERCISE
• Think of a leader for whom or with whom you
worked - one that you would gladly work with or
for again.

• Think of a person in a leadership position that you

try to avoid, or left you drained, or hoping for
more.

• How would you describe these people? How did

they make you feel?
Great Leaders Move Us

Through our emotions –

which are contagious
The Good - Description
Good Retail Experience Good Boss
Friendly Above & Visionary Good team
Approachable Beyond Humorous builder
Good Listener Self Confident Kind Positive
Caring Took Ownership Appreciative Ethical
Knowledgeabl Cheerful Good Results-
e Helpful communicator oriented (vs.
Took Time Insightful Clear, precise process)
Reflective Accommodating (communicati
Concerned Personable on)
Responsive Hard worker
Empathetic
 The Bad - Descriptions
Bad Retail Experience Bad Boss
Rude Incompetent Disrespectful Self-absorbed
Headstrong Unethical Belligerent Inconsistent
Insensitive Lazy / Bored Demeaning direction
Closed Blame others Moody Vindictive
Unhelpful Smarmy Negative Ego-maniac
Unprofessional Arrogant Unethical Prideful
Unconcerned Condescending Incompetent Manipulative
Untrained Non-responsive Discouraging Paranoid
 The Good - Feelings
Good Retail Experience Good Boss
Satisfied Impressed Empowered
You were Worthy Enthusiastic
important Validated Valued
Valued Happy Energized
Customer for Equal Hopeful
life Encouraged Confident
Relieved Hopeful Safe
Pleasant Special Relaxed
Open
Mutual admiration
Grateful
Respected
Motivated to excel
 The Bad - Feelings
Bad Boss Bad Retail Experience

Little, small, Unappreciated Angry Frustrated

demeaned Incompetent Ignored Victimized
Hopeless Rebellious Devalued Disappointed
Stupid Withdrawn Unimportant Discontent
Drained Uncooperative Vengeful Stressed
Very Unproductive Helpless Distressed
Stressed Eager to Unsatisfied In shock
Angry sabotage Disrespected Disbelief
Fearful Unsafe / Drained
Depressed Vulnerable Hopeless
Used &
Abused
 Intent vs. Impact
• People with highly-developed EI are aware of their
IMPACT.

• They are acutely aware that the impact that

behavior has on others can be different from what
you intend or expect.

• People respond to you based upon what they

perceive about your behavior, not what you think
they perceive.
Developing Your Emotional Intelligence

Acting With Integrity

• Difficult choices occur

• Align choices with core values

• Negative impact from being “out of alignment”

Understanding the Applicability of EI

• Gifted individuals who are exceptionally bright can also

be remarkably ineffective and unproductive
• Consider your own area of expertise- which components
are intellectual and which are emotional? (Banking,
Public Administration, Education, Service Providers,
Engineering, Community Development, etc)
• Behaviors are learned and can be “unlearned”
 Discussion
• How can we strengthen competencies that are
currently less-developed?
• How does this information shape the way we
guide and interact with others?
• How does our understanding of behavior and
motivations impact our EI?
• How can we use this information to be better
leaders?
Suggested Reading

• Working with Emotional Intelligence, Daniel

Goleman

• Primal Leadership, Daniel Goleman, Richard

Boyatzis, and Annie McKee

• The Manager’s Pocket Guide to Emotional

Intelligence, Emily A. Sterrett
EQ skills for team leaders and
managers

Thank you!