Emotional Intelligence
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Transcript of Emotional Intelligence
Essential Skills for Public Servants-4
Emotional Intelligence
Shahid Hussain RajaIndependent Consultant-Public Policy
www.sanoconsultants.co.uk
Introduction
What is Emotional Intelligence
Need and Importance
Issues
Ways and Means
Conclusion
Sequence
Emotions have been the stuff of all great literature all over the world throughout the history
Its formal induction as a leadership skill and management tool was
done in 1980s.
Perfected by Dr Goleman ,now no course on management, pubic or private, is without a chapter on emotional intelligence
Essential skill for better service delivery as well as self actualization,
As important as the Intelligence ;do not be branded as highly efficient but emotionally unstable
Introduction
“The ability to monitor one’s own and other’s feelings and emotions, to discriminate among them and to use this information to guide one’ thinking and actions “ Salovey an Mayer(1990)“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” Dr Goleman(1998)
What is Emotional Intelligence
Intra-personal Intelligence
“Being intelligent in identifying our own thoughts ad feelings(self awareness)and being effective at dealing with those thoughts and feelings(self management)
Inter-personal Intelligence
“Being intelligent in identifying the thoughts and feelings of others and between others(others awareness)and being effective I how we tailor our actions to work with others most appropriately (relationship management)
Palethorpe(2006)
Dimensions of Emotional Intelligence
Identifying Emotions-becoming aware of emotions, your own as well as of others
Understanding Emotions-finding out the
reasons for the emotions
Managing Emotions-Keep calm and work hard
Using Emotions-match them to the task
Emotional Intelligence Skills
Responsible-recognizing and managing our emotions and making responsible decisions
Respectful-developing caring and concern for others and establishing positive relationships
Reliable-handling challenging situations constructively and ethically
Three Rs of Emotional Intelligence
For achieving your own objective of self actualization, the main driving force of your joining the public service
Improving working environment to ensue that everyone is at peace with himself and at peace with others
To motivate others for achieving organizational goals as well as their own
Need for Emotional Intelligence
It is genetically inherited, can’t be learnt
It means being nice but ineffective It allows free licence for emotional outbursts
Females are emotional, men are rational Using emotions for achieving organizational
objectives is emotional blackmailing
Emotional Intelligence-Misperceptions
Look for Symptoms Find the causes Improve working conditions Excel in job Manage the change scientifically Use Incentives and rewards Be transparent in service matters Improve communications Provide Individual counselling
Emotional Intelligence-Agenda
Poor service delivery/slipping of targets
Complaints from public about bad public dealing Quarrelsome attitude of majority of employees
Increased absenteeism
Lack of team work
Shirking of responsibility
Look for Symptoms
Sheer bureaucratic setup is devoid of emotions
Poor working conditions- space, support, staff
Repeated/sudden changes
Job security/terms and conditions
Unreasonable boss
Find the Causes
proper space utilization
provision of equipment
support staff through rearrangement
negative emotions to be eliminated/reduced
positive to be promoted
Improve Working Conditions
Your professional competency is the most essential skill
Legal/regulatory framework-master them
Facts and figures-on your finger tips
Strengths and weaknesses-of organization/employees
Opportunities and threats-look for them
Challenges and responses-prepare in consultation
Vision and mission-never lose sight of the end goal
Excel in Job
Everyone avoids change as it creates stresses and strains. Recognize the change- what is bothering them ? institutional restructuring ?
political philosophy of the new regime ?
Amend vision/mission statements ,revise legal/regulatory framework according to new imperatives
Change the work environment
Patronise the champions, mollify the losers
Build capacity-new rules and roles
Improve communication-internal and external
Review and adapt
Manage the change scientifically
Proper recognition and reward for something done better than others goes a long way in creating positive attitude towards work
use non-monetary incentives if you are unable to reward someone with monetary rewards
public appreciation of good work is one such good way to do so
Others are preferential treatment in awarding leave, training opportunities, travel abroad etc
Counselling in private and punishing someone immediately for negligence is as essential as rewarding someone for good work
Incentives and Rewards
Application of merit principle in work environment and service matters
Explain your award and punishment policy and guidelines
Awarding someone for better performance must be explained in meeting
Incentivizes others and boosts the morale of the one awarded
Transparency
Know what are your emotional take on the task or the work environment
Talk about it and let others talk but substitute negative words with positive words i.e. ‘challenge’ instead of ‘problem’
Give vent to your feelings about a situation honestly and let others do so for improving the situation
Do express your resentment if unavoidable but do not burst in public
Emotions are contagious-smiling faces cheer up everyone. Pay compliment a day to one person at least
.
Communication
Find out who is the source of trouble
Give him sound advice in private
Or by professional if needed
Do not let him to vitiate the environment
Give him break if he is seriously unstable
Emotional instability is a disease like any other sickness
Counseling
Emotions are double-edged weapon-if handled properly, your subordinates can do wonders. Mishandle them and you are doomed
You wear many hats of Edward de Bono-use the hat of emotional intelligence (red) for effective leadership
Or like the different clubs of the golf kit-do not use the striker when putting !
Conclusion
Thanks