Emotional Intelligence

1. Role of emotion
2. Meaning of Intelligence
3. Emotional Intelligence at the work place
 What is emotional intelligence?
• noun: emotional intelligence
• the capacity to be aware of, control, and
express one's emotions, and to handle
interpersonal relationships judiciously and
empathetically.
• "emotional intelligence is the key to both
personal and professional success
 what is emotion
• An emotion is a feeling such as happiness, 
love, fear, anger, or hatred, which can be
caused by the situation that you are in or the
people you are with.
• Emotion is the part of a person's character
 that consists of their feelings, as opposed to
their thoughts.
• What emotions
have you
experienced
in the past
24 hours?
 Compare situations in
which you react to
those in which you
respond.
 What emotions
do you experience most
often and how do you
express them?
• What triggers your
emotional reactions?
People?
Places?

Times?
Words?
 What is emotional Intelligence?
• Self-awareness & developing a positive sense
of self-worth
• Problem-solving
• Emotional management / Impulse control
• Decision-making
• Relationship-building / Empathy / Social Skills
• Taking responsibility for one’s actions
 What is the connection?
At-risk youth Low EI
Unsuccessful in school
Disengaged
Disconnected from teachers & peers
Poorly developed sense of identity
Struggle with relationships
Negative attitudes
Inexpressive
5. You are a manager in an organization that is trying to
encourage respect for racial and ethnic diversity.
You overhear someone telling a racist joke. What do you do ?

A. Call the person into your office and explain

that their behavior is inappropriate and is
grounds for disciplinary action if repeated.
B. Speak up on the spot, saying that such jokes
are inappropriate and will not be tolerated in
your organization.
C. Ignore it. The best way to deal with these
things is not to react.
D. Suggest to the person telling the joke he go
through a diversity training program
 Role of Emotions
• Our emotions can be short-lived, such as a flash of annoyance
at a co-worker, or long-lasting, such as enduring sadness over
the loss of a relationship. But why exactly do we experience
emotions? What role do they serve?

1. Help us to communicate with others e.g. facial expressions

2. Emotions Can Motivate Us to Take Action
3. Emotions regulate social behavior
4. Emotions Help Us Survive, Thrive, and Avoid Danger
5. Emotions Can Help Us Make Decisions
6. Emotions Allow Other People to Understand Us
7. Emotions Allow Us to Understand Others
 5. You are a manager in an organization that is trying to encourage
respect for racial and ethnic diversity. You overhear someone telling a
racist joke. What do you do?

A. Ignore it. The best way to deal with these

things is not to react.
B. Call the person into your office and explain that
their behavior is inappropriate and is grounds
for disciplinary action if repeated.
C. Speak up on the spot, saying that such jokes are
inappropriate and will not be tolerated in your
organization.
D. Suggest to the person telling the joke he go
through a diversity training program.
 Intelligence
What is intelligence?
 the ability to gather and use information in
productive ways
Intelligence is the ability to learn
from experience, solve problems, and
use our knowledge to adapt to new
situations
Emotional Intelligence is “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. Emotional intelligence
describes abilities distinct from, but
complementary to, academic intelligence.”
Daniel Goleman (1998)
 Principles of Emotional Intelligence

the key principles of emotional intelligence include:

 Self-awareness – the ability to recognize personal emotions,
emotional triggers, and limitations
 Self-regulation – the ability to manage emotions so they do not
have a negative effect
 Motivation – an inner drive that comes from the personal joy
experienced after an accomplishment
 Empathy – the ability to recognize, understand, and experience the
emotions of another person
 Social skills – the ability to interact and negotiate with other
individuals in order to find the best way to meet the needs of each
person
Emotional intelligence at the workplace

• In its most refined form, emotional

intelligence provides empathy necessary to
fully understand another’s perspective even
when it contradicts one’s own
• The purpose of emotional intelligence at
work is to facilitate people in businesses and
other organisations to develop their emotional
intelligence.
• emotional intelligence at work is about how people
and relationships function:
1. relationships between colleagues, between directors
and staff;
2. relationships between the organization and its
customers, stakeholders, suppliers, competitors,
networking contacts, … everyone.
3. It is about leadership, teamwork, management skills
and partnership. Founded on excellent practice and
understanding of communication, the emotionally
intelligent business consistently excels in all these
areas and has insight into how this happens.
• An organisation which is emotionally
intelligent has staff who are:
 motivated, productive, efficient, aligned with
the business, and committed;
 effective, confident, likable, happy, and
rewarded.
Emotional intelligence is applicable to every human
interaction in business: from staff motivation to
customer service, from brainstorming to company
presentations. But the subject is far deeper and wider
than these examples, and emotional intelligence must
be able to understand and deal with:
 how we assess people
 how relationships develop
 how our beliefs generate our experience
 as well as resistance to change, power struggles,
judgment, competition, vision, leadership, success,
and much more
Practiced by persons of any gender, emotional
intelligence has much to offer the modern workplace
 and stakeholders across all functions
 It helps leaders motivate and inspire good work by
understanding others’ motivations.
 It brings more individuals to the table and helps avoid
the many pitfalls of groupthink.
 It empowers the leader to recognize and act on
opportunities others may be unaware of.
 It assists in the recognition and resolution of conflict in
a fair and even-handed way.
 It can produce higher morale and assist others in
tapping their professional potential.
  Below are some common characteristics of an
individual with strong EI:

• 1. UNDERSTANDING AND COOPERATIVE

• 2. ABILITY TO HANDLE STRESS 
• 3. EMPATHETIC 
• 4. LISTENERS & OPEN TO FEEDBACK 
• POSITIVE INFLUENCE TO FOLLOW