Emotional Intelligence & LeadershipCPP Asia Pacific

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Session Overview

What is Emotional Intelligence The Bar-On EQ Framework EQ Skills in Leadership EQ Assessment and

Discussion Activities EQ & MBTI Links

What is Emotional Intelligence?

A set of emotional and social skills that collectively establish how well we:• Perceive and express ourselves• Develop and maintain social

relationships• Cope with challenges• Use emotional information in an effective

and meaningful way A predictor of success in life and

work

Why do emotions matter ?

Because emotions

influence and change the way

we think and perform

MacLean’s Triune Brain Theory

Executive Functioning (‘Thinking Brain’ )Neo-mammalian

Limbic System

(‘Emotional Brain’)

Reptilian (‘Regulatory

Brain’)

What is the EQ-i2.0?

A way to accurately assess strengths and blind spots: take the assessment in less than 20 minutes

A predictable way to measures current level of emotional and social functioning: receive feedback on your results

A vehicle for developing effectiveness in order to improve performance: develop a customized action plan in order to ensure you are focusing on the right development needs

How Accurate is it?

Great amount of rigor went into the research and development of the tool

4,000 people took the assessment in order to ensure results are accurate: you are compared to your norm group

Checks and balances built into the tool to ensure the most accurate results

The EQ-i2.0 Model

What Does it Measure?

The EQ-i2.0 measures five distinct aspects of

emotional and social functioning:

Self-Perception – understanding your emotions

Self-Expression – expressing your emotions

Interpersonal – develop and maintain relationships

Decision Making – use emotions to make better decisions

Stress Management – cope with challenges

The EQ Edge

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Self-Perception

Consists of the following sub-categories:• Self-Regard –

confidence• Self-Actualization –

continuous development• Emotional Self-

Awareness – understanding my emotions

Self Regard

Assets Vulnerabilities

Strengths Allowable weaknesses

Life & business experiences Perceived obstacles or history

Values Limiting beliefs

your balance sheet

Self - Expression

Consists of the following: Emotional Expression –

saying how you feel Assertiveness – standing

up for yourself effectively Independence – standing

on your own two feet

Assertiveness

Which is the Assertive response?Shoshanna, 14, enters room where her older sister, Lisa, is watching TV for past 3 hours. Shoshanna wants to watch her favourite program which starts in 5 minutes. So she:

A. Knowing Lisa always hogs TV set when she has it, decides to go upstairs and listen to CDs in her room instead.

B. States emphatically: “You’re always hogging the TV. I never get to watch it. You’re unfair. I want to watch. It’s my turn now. Get out or I’ll tell Dad.”

C. Says, “Lisa, I know you want to continue to watch TV, but my program is starting in 5 minutes and I’d like to watch it. It’s over in an hour, then you can go back to watching TV again. Remember when I did the same for you two days ago?”

Passive Assertive Aggressive

Assertiveness

Which is the Assertive response?Shoshanna, 14, enters room where her older sister, Lisa, is watching TV for past 3 hours. Shoshanna wants to watch her favourite program which starts in 5 minutes. So she:

A. Knowing Lisa always hogs TV set when she has it, decides to go upstairs and listen to CDs in her room instead.

B. States emphatically: “You’re always hogging the TV. I never get to watch it. You’re unfair. I want to watch. It’s my turn now. Get out or I’ll tell Dad.”

C. Says, “Lisa, I know you want to continue to watch TV, but my program is starting in 5 minutes and I’d like to watch it. It’s over in an hour, then you can go back to watching TV again. Remember when I did the same for you two days ago?”

Passive Assertive Aggressive

Interpersonal

Consists of the following: Interpersonal Relationships

– developing and maintaining good relationships

Empathy – recognizing and appreciating how others feel

Social Responsibility – contributing to society

Empathy

Which is the Empathic response?Still unable to master the computer program, Dillon turns to you for the third time that day seeking help and direction. He says, “ I still can’t figure out how to master this damn program. And you do it so flawlessly!” You reply:

A. “Are you this slow on the uptake with everything?”

B. “You’ll catch on. I had the same trouble initially, too.”

C. “These programs can feel really frustrating and make you think you’ll never catch on. But it gets easier.”

D. “Learning these programs can make you want to just put your fist through the screen. But it does get better.”

E. “I know how it feels not catching on right away. I was really aggrravated at the beginning too.”

ApathyEm

path

y

Sympathy

Empathy

Which is the Empathic response?Still unable to master the computer program, Dillon turns to you for the third time that day seeking help and direction. He says, “ I still can’t figure out how to master this damn program. And you do it so flawlessly!” You reply:

A. “Are you this slow on the uptake with everything?”

B. “You’ll catch on. I had the same trouble initially, too.”

C. “These programs can feel really frustrating and make you think you’ll never catch on. But it gets easier.”

D. “Learning these programs can make you want to just put your fist through the screen. But it does get better.”

E. “I know how it feels not catching on right away. I was really aggrravated at the beginning too.”

ApathyEm

path

y

Sympathy

How would you respond with Empathy?

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.”

Empathy

Empathic?

“Didn’t get the promotion!

We’ve been banking on it.

We’ve been counting on the

increased income. What went wrong?”

“

Empathic?

Don’t worry; you’re smart. I’ve got confidence in you. Another opportunity will show.”

“

You should have seen this coming. Ralph is a fine guy; he’s a hotshot, a glad-hander and he does have more experience.”

“

Empathic?

Oh, what a day you’ve had. You must wonder if it can get any worse.”

“

Empathic?

Geez . . . You must feel like nothing’s going your way.”

“

Empathic?

Boy, you must feel like crap. Come here and I’ll give you a back rub.”

“

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.”

“

Empathic?

How would you respond with Empathy?

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.”

Empathy

Possible responses:

“Oh, what a day you’ve had. You must wonder if it can get worse.”

“Geez ... you must feel like nothing’s going your way.”

“Boy, you must feel like crap. Come here and I’ll give you a back rub.”

....Any response that captures your spouse’s internal experience or perspective: Nothing is going right.

How would you respond with Empathy?

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.”

Empathy

Decision Making

Consists of the following: Problem Solving –

effectively managing emotions when solving problems

Reality Testing – seeing things as they really are

Impulse Control – ability to resist or delay impulses

Impulse Control

Do the following statements apply to you?

Respond with Never, Rarely, Seldom, Frequently or Always.

1. I tend to leap before I look.2. I become impatient easily.3. Others seem too slow in making up their minds.4. I often regret not giving more thought to decisions.5. I often make impulse purchases.6. Others tell me I tend to be hot-headed.7. If other drivers cut me off, I pursue and make obscene gestures at them.

Answer the following with Yes or No.

8. During the past 3 years, I have struck someone in anger.9. During the past 3 years, I have thrown objects out of a sense of frustration.10. During the past 3 years, I have made a rash decision that I have regretted.

Impulse Control

In pairs, ask one another: “As a manager, what would you find most difficult with impulse control?”

Stress Management

Consists of the following: Flexibility – adapting to change effectively Stress Tolerance – successfully coping with stressful

situations Optimism – having a positive outlook

Optimism

In pairs, ask each other these questions:

Respond with Never, Rarely, Seldom, Frequently or Always.

1. People say I complain a lot.2. Those close to me say I have a positive attitude.3. I believe I have a positive attitude.4. I wake up on a typical weekday and look forward to what’s about to unfold.5. I wake up on a typical weekend morning and look forward to the day.6. I have a positive view of the future when it comes to:

- work- career- family- social life

Write down what and how you need to lift the optimism in your work, self and family. What is your first step?

Happiness

Feeling satisfied, enjoying life An indicator of overall well-

being Not included in overall EQ-i2.0

results Impacts overall EQ-i2.0, closely

linked to:– Self-Regard– Optimism– Interpersonal Relationships– Self-Actualization

Results

You get an overall EQ-i2.0 result, plus individual results for each component You will receive feedback on your results and what they mean Your report includes strategies to further develop your emotional

intelligence and a development plan template to help you make your commitment real

Improving your Emotional Intelligence will not only help you be more successful at work, but outside of work too!

Applying EQ-i2.0

There are many ways the EQ-i2.0 can be used:

Selection Self-Awareness Succession Planning Leadership Development Executive Coaching Team Effectiveness

EQ & MBTI

Interaction for leadership.

What do you need to be more aware of for leadership based on your knowledge of:– Your MBTI

personality type?– Your understanding

of EQ?

Case Studies/ROI

Specific, measurable and scientifically validated results that link EQ-i to :

– Higher sales and profits– Increased performance – Improved customer

satisfaction – Decreased attrition rates – Reduction in training costs

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ROI Impact:

100% respondents in follow-up stated that knowing their EQ-i strengths and opportunities helped them in transitioning to a higher role

American Express

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ROI Impact:

EQ-i subscales predicted high performance 80% of the time, particularly self-awareness, stress tolerance and empathy.

Centre for Creative Leadership (CCL)

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ROI Impact:

48% of skill set required for successful execution of leadership competencies comprised of emotional and social skills

New Zealand Telecom

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ROI Impact:

EQ-i scores of individuals accounted for 32% of salesperson’s booked sales and 71% of pipeline sales

CIBC Sales

Application of EQ & MBTI

Based on today’s insights: What are two things you are going to do as a leader?

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