Post on 14-Dec-2015
The Business Case The Business Case for Emotional for Emotional IntelligenceIntelligence
Lee ElliottVice President for Human Resources and Fund DevelopmentSaint Francis Medical CenterGrand Island, Nebraska
……the ability to perceive emotions, to the ability to perceive emotions, to access and generate emotions so as to access and generate emotions so as to assist thought, to understand emotions assist thought, to understand emotions and emotional knowledge, and to and emotional knowledge, and to reflectively regulate emotions and reflectively regulate emotions and intellectual growth.intellectual growth.
-Mayer & Salovey, 1997-Mayer & Salovey, 1997
Identifying emotionsIdentifying emotions
The ability to accurately recognize The ability to accurately recognize how you and those around you are how you and those around you are feelingfeeling
Using emotionsUsing emotions
The ability to use emotions to The ability to use emotions to actually help thinkingactually help thinking
Understanding emotionsUnderstanding emotions
The ability to understand complex The ability to understand complex emotions and how one emotion emotions and how one emotion leads to anotherleads to another
Managing emotionsManaging emotions
The ability to intelligently act on the The ability to intelligently act on the data of emotions in your self and in data of emotions in your self and in othersothers
In general, EQ involves:In general, EQ involves:
Being aware of and managing your Being aware of and managing your emotionsemotions
Having good interpersonal skillsHaving good interpersonal skills
Being adaptableBeing adaptable
Managing stress well; and Managing stress well; and
Having a positive general moodHaving a positive general mood
Older peopleOlder people
More independent in their thinking and More independent in their thinking and actionsactionsMore aware of others’ feelings More aware of others’ feelings More socially responsibleMore socially responsibleMore adaptableMore adaptableBetter at sizing up the immediate Better at sizing up the immediate situation and solving problemssituation and solving problemsAble to manage stress betterAble to manage stress better
EQ is approximately the same EQ is approximately the same for men and womenfor men and women
98 women, 100 men98 women, 100 men
WomenWomen MenMen
Self regard 97 102Self regard 97 102
Interpersonal Interpersonal
relationship 101 97relationship 101 97
Social responsibility 102 96Social responsibility 102 96
Empathy 103 94Empathy 103 94
Stress tolerance 97 103Stress tolerance 97 103
U.S. Air ForceU.S. Air Force
Best recruiters scored highest on EQ Best recruiters scored highest on EQ competencies of Assertiveness, competencies of Assertiveness, Empathy, Happiness and Emotional Empathy, Happiness and Emotional Self Awareness.Self Awareness.
Selecting recruiters based on this led to Selecting recruiters based on this led to a $3M savingsa $3M savings
Experienced partners at a Experienced partners at a multi-national consulting firmmulti-national consulting firm
Those that scored above median Those that scored above median on 9 of 20 EQ competencieson 9 of 20 EQ competencies
Delivered $1.2 M more profit (139% Delivered $1.2 M more profit (139% gain)gain)
300 top-level executives 300 top-level executives
from 15 global companiesfrom 15 global companies
Six competencies distinguished stars from Six competencies distinguished stars from average performersaverage performers
Influence, Team Leadership, Organizational Influence, Team Leadership, Organizational Awareness, Self-Confidence, Achievement, Awareness, Self-Confidence, Achievement, Drive and LeadershipDrive and Leadership
Research in over Research in over 200 companies and 200 companies and
organizations worldwideorganizations worldwide
In moderately complex jobs (sales clerk, In moderately complex jobs (sales clerk, mechanic), top performer is 12 times more mechanic), top performer is 12 times more productive than average performerproductive than average performer
In most complex jobs (insurance In most complex jobs (insurance salesperson, account managers), top salesperson, account managers), top performer is 127% more productive than performer is 127% more productive than average performeraverage performer
1/3 of this difference is due to 1/3 of this difference is due to technical skill and cognitive abilitytechnical skill and cognitive ability
National insurance companyNational insurance company
Insurance sales agents weak in EQ Insurance sales agents weak in EQ competencies of self-confidence, initiative, competencies of self-confidence, initiative, and leadership sold policies averaging and leadership sold policies averaging $54,000$54,000
Those strong in at least 5 of 8 EQ Those strong in at least 5 of 8 EQ competencies sold policies worth competencies sold policies worth $114,000$114,000
Center for Creative LeadershipCenter for Creative Leadership
Primary causes for derailment in executives Primary causes for derailment in executives involve deficits in EQinvolve deficits in EQ
– Difficulty in handling changeDifficulty in handling change
– Not being able to work well in a teamNot being able to work well in a team
– Poor interpersonal relationsPoor interpersonal relations
Trained supervisors on Trained supervisors on EQ competenciesEQ competencies
Manufacturing PlantManufacturing Plant
Lost time accidents reduced Lost time accidents reduced 50%50%
Formal grievances decreased Formal grievances decreased from 15 a year to 3from 15 a year to 3
Production increased 17%Production increased 17%
Managers of retail storesManagers of retail stores
Those that scored higher on stress Those that scored higher on stress managementmanagement
Higher net profits, sales per square Higher net profits, sales per square foot, and sales per employeefoot, and sales per employee
Study of 130 executivesStudy of 130 executives
How well they handled their own How well they handled their own emotions determined how much emotions determined how much people wanted to work with thempeople wanted to work with them
Study of 515 senior executivesStudy of 515 senior executives
EQ was a better predictor of success EQ was a better predictor of success than either prior experience or IQthan either prior experience or IQ
Two lessons:Two lessons:
1.1. EQ competencies can be learned.EQ competencies can be learned.
2.2. EQ enhancement is good for business. EQ enhancement is good for business.
Overall Facility Composite
98 96102 99 98 97
708090
100110
1
Total EQ Intrapersonal Interpersonal
Stress Mgmt Adaptability General Mood