Eqicma

Excellence Through Emotional Intelligence " The secret of joy in work is contained in one word - excellence. To know how to do something well is to enjoy it.” --Pearl Buck

Excellence ?
“ Excellence is an art won by training and habituation. We are what we repeatedly do. Excellence , then, is not an act, but a habit ”
Aristotle If you are going to achieve excellence in big things, you develop the habit in little matters. Excellence is not an exception, it is a prevailing attitude.” -- Charles R. Swindoll

Habits ? Knowledge (what to, why to) Habits Internalized principles & patterns of behavior Knowledge (what to, why to)

Habits ? Knowledge (what to, why to) Habits Internalized principles & patterns of behavior Desire (want to) Knowledge (what to, why to) Desire (want to)

Habits ? Knowledge (what to, why to) Habits Internalized principles & patterns of behavior Desire (want to) Knowledge (what to, why to) Skills (how to) Desire (want to)

Habits ? Knowledge (what to, why to) Habits Internalized principles & patterns of behavior Desire (want to) Knowledge (what to, why to) Skills (how to) Desire (want to) Habits

Excellence is content less and therefore its measurement can only be against certain benchmarks Excellence ?
Operational Excellence is defined as:
Consistently providing the highest quality service excellence to our customers
At the lowest possible cost while achieving above average returns .
Quality Assurance initiatives are key elements in support of this goal

Who Should We Benchmark With? • Internal benchmarking internal benchmarking is likely to meet with less resistance from managers • Benchmarking with competitors (international benchmarking) those competitors who are performing better than us • Best in the Industry with Industry leaders who achieved the best performance • Cross Industry some measures could be compared with best performance of any industry e. g. Finance, HR measures

Achieve Organizational Excellence ? Focusing Energy & Resources ASK: Is the organization in sync. with the Mission? CHAOS Excellence Substandard Performance Vision Alignment Mission Vision Mission Excellence Assessment

Alignment: New Business Strategy & Excellence Human Capital Development & Management is a new business strategy to improve organizational effectiveness by implementing a management system to align, develop and manage people. If you don’t know where you are going, any path will take you there” --- Old Sioux Proverb ---

Behavior Results / Excellence Manage- ment Systems and Practices Culture & Values
Strategy
Framework for Change Excellence
Managing the linkage between culture and strategy helps drive performance excellence
The role of leadership is to align the organization’s strategy and work culture Behavior and performance is enhanced to the extent that management systems and practices are aligned with the culture and strategy

ASK to Develop Personal Excellence
A ttitude
S kills
K nowledge
“ Pride is a personal commitment. It is an attitude which separates excellence from mediocrity”.

ASK to Develop Excellence Excellence Repeat with EQ S kills + K nowledge = C ompetence + A ttitude P erformance

What is an Emotions ?
Unconscious impulses
Conscious decisions
Social constructs between people
Ways of acting and talking
Mental states that result when bodily responses are sensed by the brain
Feelings & Thoughts about situations people find themselves in
Bodily responses that have evolved as part of our struggle to survive

Primary Emotions

Emotions Connections Something happens You have a thought about it You feel something You react ( behavior )

E Q Emotional Intelligence EQ? What is that ? The applicarion of a positive attitude, respect, and healthy patterns of behavior towards self and others

E Emotional Intelligence Q Empathy Self Motivation Social Skills Self Regulation Self Awareness EQ

E Q Emotional Intelligence
IQ
Established by mid-teens
Can’t increase
Predicts only 10% – 20% of life success
EQ
Not fixed
Can be improved throughout life

E Q Self Awareness
knowing one’s internal states, preferences, resources, and intuitions
Emotional Awareness : recognizing one’s emotions
and their effects. Pay attention to your emotions
Accurate Self-Assessment: knowing one’s strengths
and limits
Self-Confidence: a strong sense of one’s self-worth and capabilities
Outcomes of limited self-awareness: blind ambition , unrealistic goals, power hungry, relentless striving , insatiable need for recognition

E Q Self-Regulation
Managing one’ s internal states, impulses, resources
Self-Control: keeping disruptive emotions and impulses
in check
Trustworthiness : maintaining standards of honesty and
integrity
Conscientiousness: taking responsibility for personal
performance
Adaptability: flexibility in handling change
Innovation: being comfortable with novel ideas, new info.
Outcomes of limited self-regulation: impulsive behavior , rigidity of behavior and thought , lack of trust , poor follow-up /completion, avoidance of others

E Q Self-Motivation
Emotional tendencies that guide or facilitate
reaching goals
Achievement Drive: striving to improve or meet a standard
of excellence
Commitment: aligning with the goals of the group
Initiative: readiness to act on opportunities
Optimism: persistence in pursuing goals despite obstacles
and setbacks
Outcomes of limited motivation: sub-optimal performance , incomplete projects, inability to reach goals , lack of energy*drive*conviction, bringing down the mood of others

Q Empathy
Awareness of others’ feelings, needs, and concerns
Understanding Others: sensing others’ feelings and
perspectives, and taking an active interest in their concerns
Developing Others: sensing others’ development needs
and bolstering their abilities
Service Orientation: anticipating, recognizing, and meeting
customers’ needs
Leveraging Diversity: cultivating opportunities through
different kinds of people
Political Awareness : reading a group’s emotional currents
and power relationships
Outcomes of limited empathy: misunderstanding, frustration, lack of trust , dissatisfaction , lack of commitment , poor service reputation E

Q E Social Skills / Effective Relationships
Adeptness at inducing desirable responses in others
Influence: wielding effective tactics for persuasion
Communication: listening openly and sending
convincing messages
Conflict Management: negotiating and resolving disputes
Leadership: inspiring and guiding others
Change Catalyst: initiating or managing change
Building Bonds: nurturing instrumental relationships
Collaboration and Cooperation: working with others toward
shared goals
Team Capabilities : creating group synergy in group goals
Outcomes of limited social skills: dissension , distrust , poor leadership / followership, ineffective conflict , sub-optimizing teams, poor job performance , loss of job opportunities

Q E Language of EI REACTIVE PROACTIVE There is nothing I can do That’s just the way I am He makes me mad They won’t allow that I have to do that I can’t I must If only Let us look for Alternatives I can choose a different approach I control my own feelings I can create an effective prsntation I will choose an appropriate response I choose I prefer I will (Use space between Stimulus & Response)

Q E Relationship of TRUST DEPOSITS WITHDRAWALS Seek first to understand Keeping promises Honesty, openness Kindnesses, courtesies Win-Win or No Deal thinking Clarifying expectations Loyalty to the absent Apologies Receiving feedback and giving “I” messages Forgiveness Seek first to be understood Breaking promises Smooth manipulation Unkindnesses, discourtesies Win-Lose or Lose-Win thinking Violating expectations Disloyalty, duplicity Pride, conceit, arrogance Not receiving feedback and giving “You” messages Holding grudges (Emotional Bank Account)

Believing: Having the right attitude to succeed
Achieving: Connecting with and creating deep rapport easily
Succeeding: Setting clear and realistic intentions and goals
Excellence - in a nutshell

Essence of EQ – Summary Working with EI - Goleman
Initiative, achievement and adaptability
Influence, team leadership and awareness
Empathy, self-confidence and developing others
Competencies that most often lead to success :

Excellence Through Emotional Intelligence “ Appreciation is a wonderful thing; it makes what is excellent in others belong to us as well”. Voltaire

Eqicma

by HasanSyed

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