Post on 12-May-2015
description
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Emotional Intelligence
Next Piece
for
Success
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Section 1
Introduction
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Business Case for EQ
Star leaders add 127% more value to bottom line than average leaders
Let’s help you be star leaders
High EQ CEO’s create more profit than low EQ CEO’s (Stein, 2002)
Let’s help you create financial health for your organization
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Today’s Agenda
What is EQ? (The conceptual framework)
Business case for EQ: Why would you or your organization care about EQ?
EQ Toolkits 4 steps of a high EQ event15 EQ skills6 EQ based leadership styles
Exercise: use EQ to solve your leadership and organizational problems
Next step: an EQ Leader Program - systematic program to build EQ skills
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Introductions
Basics
Name
Time with organization
Current job
What led you to participate in our EQ program?
One of your work/career dreams
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Motere (Latin) :
“to move”
root word for emotion &motivation
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Section 2
The Business Case
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Companies Use EQ
Merrill LynchAmerican Express Financial ServicesMcDonnell DouglasCIBACanada LifeMetropolitan LifeCommercial Financial Services Canadian Imperial Bank of CommerceWrigley
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121 Fortune 500 Companies
Competency Models
33% of items relate to technical skills
67% of items relate to EQ skills
TechnicalEQ
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Star Vs. Average Leaders
Stars superior in . . .
One intellectual skill – big picture
Six emotional skills
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Bottom Line
Best Vs. Average Leaders
Top performers add 127% to the bottom line
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The Air Force Recruiter Project
Recruiter turnover = 50% per year.
It cost $ 30 000 to replace each recruiter who left.
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Recruiter Competency Model
Star Performer Analysis
Successful recruiters were strong in five skills:
Emotional Self-Awareness,Assertiveness, Empathy, Problem Solving, and
Happiness
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What the Air Force did
Screened new recruiters for the 5 skills
Trained incumbents in the 5 skills
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In one year…
Retention rate went from 50% to 96%
Saved $2.7 million
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Star Dentist EQ Skills
Emotional Self-Awareness
Assertiveness Self-Actualization Reality Testing
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Productivity
Computer Programmers: +300 %
Manufacturing Superintendents Lost time accidents down 50% Formal grievances down from
15 to 3 per year All production goals surpassed
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Derailed Executive Careers
Inadequate team Inadequate team skillsskills
Poor interpersonal Poor interpersonal relationshipsrelationships
Inflexible – handles Inflexible – handles change poorlychange poorly
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Super Star CEO’s
EmpathyEmpathy
Self-RegardSelf-Regard
AssertivenessAssertiveness
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EQ and Income
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Senior Managers
Self-Regard Happiness Interpersonal relationships Reality Testing Self-Actualization
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Production Planning Managers
Flexibility Problem Solving Independence Impulse Control Self-Actualization
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Business Managers (general)
Interpersonal Relationships Assertiveness Happiness Self-Regard Emotional Self-Awareness
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Public Servants
Interpersonal Relationships Assertiveness Happiness Self-Regard Emotional Self-Awareness
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Section 3
What is Emotional Intelligence?
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Behavior
Thoughts Emotions
Behavior
Thoughts Emotions
Building Blocks of BehaviorBuilding Blocks of Behavior
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Our Culture Worships Intellect
DesCartes: “I think; therefore I am.”
Stoics Today’s schools Today’s employers
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Peter Salovey, Ph.D.Chair of Psychology, Yale UniversityMajor EQ Researcher and Theorist
I view emotions as organizing processes that enable individuals to think and behaveadaptively. This perspective can be
contrastedwith a more traditional one that sees affect
asa disorganized interruption of mental activitythat must be minimized and controlled.”
“
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Einstein
We should take carenot to make the intellect our god. It has, of course, powerful muscles, but no personality. It cannot lead, it can only serve.”
“
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Our Three Brains
Amygdala –reptile brain (emotion)
Cortex (logic center)
Pre-frontal cortex (integrates logic and emotion into judgment)
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Reptile Brain: Error patterns
Sacrifices accuracy for speed
Can’t tell the difference between rattlesnakes and shame
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Fire Alarm Fear
Event Feeling
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Event Interpretation
Feeling
Fire
AlarmFire!
Fear
Danger!
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Event
Interpretation
Feeling
Fire Alarm Test Relief
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Irrational Thought Patterns:We all have them
Childhood Our general culture Our workplace culture
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Our Three Brains
Amygdala –reptile brain (emotion)
Cortex (logic center)
Pre-frontal cortex (integrates logic and emotion into judgment)
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Misperception of Success
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The secret ladder to success is EQ!
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EQ: A Collection of Skills
Recognize what others want and need Sense what you want and need Dovetail our wants/needs with others’ Stay calm under pressure Act so others like to be around us
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EQ = Logic + Emotion
Pure emotion disorganizes
Pure logic has no heart
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Our EQ can
grow at
any age
Because it can be learned
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Learning EQ Starts Early
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Example of Emotional Intelligence
Aristotle: “Anyone can become angry – that is easy. But to be angry with the right person, to the right degree, at the right time, for the right purpose, and in the right way – that is not easy.”
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Section 4
EQ Tool Kits for Leaders
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Four Steps of EQ
Notice/identify emotion
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Four Steps of EQ
Notice/identify emotion
Impact: emotion prioritizes thought
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Four Steps of EQ
Notice/identify emotion
Impact: emotion prioritizes thought
Understanding source
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Four Steps of EQ
Notice/identify emotion
Impact: emotion prioritizes thought
Understanding source
Management
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The Four Steps of EQ
Notice what we or someone else is feeling Identify thoughts that accompany that feeling Where is this feeling coming from? (Insight
question) What do I want to feel (or what do I want
someone else to feel) and how can I make that happen?
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Bar-On EQ-i: 15 Skills
•Self-Regard •Empathy •Problem Solving
•Emotional Self-Awareness
•Social Responsibility
•Stress Tolerance
•Assertiveness •Interpersonal Relationship
•Impulse Control
•Independence •Reality Testing •Optimism
•Self-Actualization •Flexibility •Happiness
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Intrapersonal
Self-Regard:
Ability to respect and accept yourself just the way that you are
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Intrapersonal
Emotional Self-Awareness:
Ability to recognize that we are responding with an emotion and accurately label that emotion
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Intrapersonal
Assertiveness:
Ability to express our thoughts and feelings without threat while taking care of our own needs
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Three Choices
Aggressive: “I’m going to hurt you.”
Passive: “I’m going to let you hurt me.”
Assertive: “We both are safe here.”
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Intrapersonal
Independence:
Ability to make decisions for yourself; to avoid emotional dependence on others
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Intrapersonal
Self-Actualization:
Ability to develop ourselves through learning, growth, development.
Drive
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Interpersonal
Empathy:
Ability to read others well and care about their feelings
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Empathy Vs. Sympathy
Sympathy Pity
Agreement
Empathy Accurately read
another’s feelings
Those feelings are important to us
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Define Win/Win
Not compromise
Creative solution in which both parties get all of what they want and often more
60Map courtesy of University of Texas
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One Key to Win/Win Negotiations
Positions Egypt: we want the Sinai Israel: we want the Sinai
Interests Egypt: we want self-respect Israel: we want safety
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Empathy: The situation
Your spouse gets home at 5:30, turns to you and sighs, “I didn’t get the promotion; Ralph got it. I just got a speeding ticket on the way home, and I’ve got a four-alarm headache.”
From: The EQ Edge – Steve Stein, Ph.D. and Howard Book, M.D.
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Empathic?
Didn’t get the promotion! We’ve been banking on it. We’ve been counting on the increased income. What went wrong?”
“
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Empathic?
Don’t worry; you’re smart. I’ve got confidence in you. Another opportunity will show.”
“
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Empathic?
You should have seen this coming. Ralph is a fine guy; he’s a hotshot, a glad-hander and he does have more experience.”
“
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Empathic?
Oh, what a day you’ve had. You must wonder if it can get any worse.”
“
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Empathic?
Geez . . . You must feel like nothing’s going your way.”
“
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Empathic?
Boy, you must feel like crap. Come here and I’ll give you a back rub.”
“
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Empathic?
Oh, dear, it sounds awful, but others have it worse. Remember Philly? He lost his job last month, and his wife walked out four days later.”
“
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Interpersonal
Social Responsibility:
Ability to put someone else’s well being ahead of our own
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Interpersonal
Interpersonal Relationship:
Ability to formpositive interpersonal relationships, ones that feel good to both parties.
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Stress Managemanet
Stress Tolerance:Ability to withstand
stress without experiencing disruptive anxiety
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Stress Managemanet
Impulse Control:Ability to withstand
temptation – when appropriate
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Adaptability
Problem Solving:Ability to be methodical and careful in solving problems Recognize problem exists Carefully define Develop possible solutions Select best available Observe results and modify
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Judgment is . . .
the process of recalling our past experiences to guide current decision making.
. . .
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Richard Fairbank
““ Finding a visionary strategy . . . as a leader is a very intuitive thing. There are many things a leader can’t predict using data. How do you know what you will need to have in three years? Yet you’ve got to start development now or you won’t have it when you need it. Our company hires brilliant data analysts; we have one of the biggest Oracle databases in the world. But at the end of the day, I find that all the data does is push us farther on the frontier where it’s uncertain all over again.” (Primal Leadership, p. 42)
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Adaptability
Reality Testing:Reality Testing:
Ability to keep our Ability to keep our emotions from overly emotions from overly influencing influencing interpretations of interpretations of eventsevents
Testing the stories Testing the stories (theories) we make up (theories) we make up about othersabout others
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Adaptability
Flexibility:Flexibility:
Ability to adapt to Ability to adapt to change, to “roll change, to “roll with the punches” with the punches” and handle and handle unanticipated unanticipated eventsevents
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General Mood
Optimism:Optimism:
Ability to see a Ability to see a bright future; bright future; resilienceresilience
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General Mood
Happiness:Happiness:Ability to feel Ability to feel satisfied with satisfied with our current life; our current life; to have funto have fun
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Exercise Goals
Deepen knowledge of specific EQ skills
Identify how EQ development may help you in your job
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Leadership
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Leadership Success = Profitability
Leader’s style controls
50 – 70% of Climate
Climate controls
20 - 30% of profitability
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Climate is…
Flexibility Responsibility Standards Feedback/rewards Clarity Commitment
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The Six Leadership Styles
Characteristic behaviors How it impacts followers and
climate The EQ skills required When it worksWellPoorly
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Visionary Style
Creates a vision“Come with me!”Contagious enthusiasm
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Correlation with Climate = +.54
+ Clarity – “I know where we’re going and why”
+ Feedback – “I’m told what I do that helps reach the goal.”
+ Commitment – “I know how I matter.”
+ Flexibility – “I get to solve problems”
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EQ Skills Needed by Visionary Leaders
Emotional Self-Awareness Self-Regard Empathy Problem Solving
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Coaching Style
Focused on building future skills
“Try this.”
Teaching opportunities
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Correlation with Climate = +.42
+ Flexibility – “I’m told I can think”
+ Clarity – “I know how to fit into the vision.”
+ Commitment – “My boss cares about me; I care about the company”
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EQ Skills Needed by Coach Leaders
Emotional Self-Awareness Empathy Social Responsibility
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Affiliative Style
Builds relationships “People come first.” Intense loyalty
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Correlation with Climate = +.46
+ Flexibility - “I’m trusted to think.”
+ Rewards - “My boss notices when I succeed.”
+ Commitment - “I match my boss’ commitment to me.”
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EQ Skills Needed by Affiliative Leaders
Empathy
Interpersonal Relationships
Communication skills Emotional Self-Awareness Assertiveness Empathy Self-Regard
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Democratic Style
Seek acceptable solutions
“What do you think?”
Collective decision making
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Correlation with Climate = +.43
+ Responsibility & Commitment - “I participate in decisions”
+ Standards - “I reach high.”
+ Reward - “I value being heard.”
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EQ Skills Needed by Democratic Leaders
Interpersonal RelationshipsSocial ResponsibilityConflict management/negotiation skills
Emotional Self-Awareness Assertiveness Empathy Flexibility
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Coercive/Commanding Style
Rules by force Demand immediate compliance “Do what I tell you!” “My way or the highway.” Fear
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Correlation with Climate = -.26
⇓ Flexibility – “My way or else”⇓ Responsibility – “Just doing my job”⇓ Rewards – No personal reward⇓ Clarity – “I only know what not to do.”⇓ Commitment – “I’m just looking out
for myself.”⇓ Standards – “Whatever I can get away with.”
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EQ Skills needed by Coercive Leaders
Emotional Self-Awareness
Impulse Control
Self-Actualization
Self-Regard
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Pacesetter Style
Demonstrates High Standards
“Do as I do!”
Identified poor performers
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Correlation with Climate = -.25
⇓ Flexibility – “He does all the thinking”⇓ Feedback – “All I get is criticism”⇓ Commitment – “I’m not cared about.”⇓ Responsibility – “He’will do it if I don’t”
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EQ Skills Needed by Pacesetters
Self-Regard
Self-Actualization
Notice - all about self, nothing about others
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Positive Leader Messages
Visionary:“You are valuable. I want you with me.”
Coach: “I believe that you have a future.”
Affiliative: “I like you.”
Democratic: “I believe you can think.”
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EQ Tools
Four steps of an emotionally intelligent event
15 EQ skills measured by EQ-i
Six leadership styles
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Outcomes of Traditional Design
Will you change any emotional habits today?
Binder on the shelf Half life of behavior change =
3 – 6 weeks Waste $5.6-16.8 billion
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EQ Leader Program Steps
Conceptual overview (today)
EQ Assessment
EQ-i
interview Feedback
Computer report
Custom report
Feedback interview
Ten step planning process for skill development
Review with supervisor You and coach execute
plan
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Section 5
Team building and EQ
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Trust
High Performance
Teams
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Behaviors of High Performance Teams
Trust “I am not
perfect” Confidence in my
own value Accept others’
mistakes
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Trust: Key EQ skills
Self-Regard Empathy
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Trust
Conflict
High Performance
Teams
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Behaviors of High Performance Teams
Conflict About ideas,
procedures, strategies, etc.
No triangles Requires trust
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Conflict: Key EQ skills
Assertiveness Independence Empathy Stress tolerance Problem solving
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Trust
Conflict
Commitment
High Performance
Teams
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Behaviors of High Performance Teams
Commitment Shared mission, vision, strategies and
tactics Requires conflict Maturity = not always having to get our
own way
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Commitment: Key EQ Skills
Social Responsibility Optimism Interpersonal Relationship Flexibility
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Trust
Conflict
Commitment
Accountability
High Performance
Teams
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Behaviors of High Performance Teams
Accountability Not just to leader but to all on team Acceptance of criticism as not personal Required commitment
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Accountability: Key EQ Skills
Assertiveness Self-Regard Stress Tolerance Impulse Control
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Trust
Conflict
Commitment
Accountability
High Performance
Teams
Attentionto Results
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Behaviors of High Performance Teams
Attention to Results Team results, not individual Create measurable goals and ways to
measure Requires accountability
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Attention to Results: Key EQ Skills
Problem Solving Stress Tolerance Reality Testing
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Question Period
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Thank You!
Please contact me at olivier@infuseEQ.comwww.infuseeq.com