Transforming Worker Attitudes Through Training Interventions- An Emotional Intelligence Case Study

Transforming Worker Attitudes Through Training Interventions: An Emotional Intelligence Case Study Presentation For Human Resource Management Association of Jamaica Conference27 By Galba Bright, Galba Bright & Associates http://tuneupyoureq.com November 17 th 2007

Before We Go Any Further, Let’s All Check In

On A Scale Of 1-10, 10 Being The Highest, How Do You Rate Yourself Right Now In The Following Areas:

Energy Level

Open-mindedness/Openheartedness

Focus (Ability To Give Full Attention To The Task At Hand)

Overview

Introduction:

Why Do We Want To Transform Attitudes?

What Is “Emotional Intelligence?”

Case Study

Summary

Discussion

Close

Emotional Intelligence Is The Key to Customer Retention

Emotional Intelligence Deficiencies Account for 70% of The Reasons

Why Organisations Lose Customers And Clients.

Forum Corporation Study, 1996

What Is Emotional Intelligence ?

“ The Capacity For Recognising Our Own Feelings And Those Of Others, For Motivating Ourselves, And For Managing Emotions Well In Ourselves And In Our Relationships.”

Daniel Goleman: “Working With Emotional Intelligence”

The 4 Elements of Emotional Intelligence

1. Self Awareness - Knowing What You Are Feeling IN THE MOMENT , And Using Those Preferences To Guide Your Decision-making.

2. Self Management - Managing Your Emotions So That They Help, Rather Than Hinder The Task At Hand.

3. Social Awareness - Sensing What People Are Feeling

and Being Able To Understand Their Point of View.

4. Relationship Management- Guiding, Motivating, Leading and Influencing Others.

EQ Focuses on Learning, Rather Than Training

“ Change will be more enduring if the organization’s culture and tone support the change and offer a safe atmosphere for experimentation.”

Consortium for Research on Emotional Intelligence in Organisations. Good Practice Guideline.

Success Story Framework

Case Study: Jamaica Hospitality sector

200 staff, 20 management team members.

2 Day On-Site Managers’ Learning Programme.

Mini-lectures, role plays, quizzes, discussions.

Free EQ Powerpack ™ follow up

material for participants.

Concerns/Issues

Relative Immaturity of Management Team

Fear of Impending Managerial Changes

Narrow Perception of Managerial Role

Desired Outcomes

Improved Ability To Give And Receive Feedback.

More Cohesive Team.

Greater Acceptance of The Constancy of Change.

Results

Increased Resilience In Dealing With Change.

Increased Acceptance of Personal Accountability.

Management Team Is More

Cohesive.

Lessons Learned

Enhanced Communication Has Unfrozen Past Behaviour Patterns.

Follow Up Is Vital.

Role Plays Can Be A

Powerful Learning Methodology.

Challenges

Securing funding and authorisation for Learning Programme.

Short development time for programme design (2 days!!).

Organisation undergoing significant organisational change

(make or break?)

Suggestions For Continuous Improvement

Design

Use organisational surveys,

Conduct EQ assessments before and after programmes

Use formal and informal evaluation methods

Fully engage participants before the programme starts.

Summary: Learning, Not Training

It’s Not The Same As Teaching A Technical Skill.

EQ Improvement Revolves Around Sustainable Improvements

In Habits and Behaviour.

If We Focus On Individual And Organisational Learning We Can Achieve Our Transformational Goals.

Your Check Out Questions

On A Scale Of 1-10, 10 Being The Highest, How Do You Rate Yourself Right Now In This Area:

Clear Understanding of How Emotional Intelligence Learning Programmes Can Transform Worker Attitudes.

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