Role of Emotional Intelligencein the Corporate World
• Meet Max– Max is a dog of the finest breeding.– He was rigorously trained to retrieve game at theslightest nod from his owner.– He is slightly motivate to serve his master’sneeds.• Meet Max– Max is talented, amiable, full of energy, and welleducated.– He is anxious to enter the arena of customerservice and make a contribution, and he’sbursting with innovative ideas.
• Meet Mr. Harold– Mr. Harold is an average manager of customerservice for New World Imports.– Service is the byword in his department.– He has some untapped ideas about customer service.• Max and Max– Max and Max both have new opportunities – achance to learn, a chance to show their stuff.– Each comes to learn about limits, though:– stay on the lawn;– get your own job figured out first, then you can startworrying about mine.
No creature can fly withjust one wing.• Gifted leadership occurs where heart &head - feelings and thought - meet
Watch Out!!!!• Persistent disturbances in mood - depression, anxiety etc.• Alteration in vegetative functions - sleep patterns, appetite.• Changes in behaviour - irritability, restlessness, decreasedinitiative, reduced desire.• Increasing dependence on alcohol, tobacco, stimulants or anyothers drugs of abuse.• Disturbance in cognition - concentration, memory, attention-span.• Persistent physical complaints despite investigations revealingno abnormality or even after suggested medical treatment hasbeen completed.If u have any one of the above you need to developyour emotional skills
UnforeseenSome of us undergo long periods ofemotional volatility when an unexpectedtragedy occurs in our lives. Like the deathof a loved one, betrayal in relationships,etc often throw us into a depression. Andthat brings about extreme patterns ofbehavior. One minute you feel you will beable to pick up the pieces and walk again.But the very next moment you find yourselfsnapping at even your near and dear ones.
Importance of EmotionalIntelligence• The beginning of ‘everything’ happening inbusiness and core of all actions is human activity• Nothing of any consequence happens until humanbeings want to act• Individuals are hired/selected based on theirtechnical skills but their success on the job is basedon Human Relation Skills• People need people. Human experience involvesinteraction or relationship with other people.
Importance of EmotionalIntelligenceThe higher you go, the more EmotionalIntelligence matters--• 50% of work satisfaction is determined by therelationship a worker has with… his/her boss.• EI is a prerequisite for effective leadershipacross borders.
Emotional intelligence is the ability tosense, understand and effectively applythe power and acumen of emotions.EmotionalIntelligence
Emotional Intelligence• Emotional Intelligence reveals thatfascinating facets of Emotions - How touse Passions to Understand ourCircumstances and engage in ‘QualityLife’.• Emotional mind harness the Rationalmind to its purpose.
Emotional Intelligence• It is the ability to understand other people: whatmotivates them, how they work, how to workcooperatively with them.• The core of emotional relations includes thecapacities to discern and respond appropriately tothe moods, temperaments, motivations and desiresof others people.
• Emotional Intelligence motivates you topursue your unique potential and purpose.• Emotions are inherently neither positive nornegative rather emotions are a source ofhuman energy, authenticity and drive.• Emotions keep you honest, with yourself,shapes trusting relationships, provide an innercompass for your life.Emotional Intelligence
Goals of EmotionalIntelligence• To gain better understanding of one’s self• To broaden and sharpen sensitivity to thefeelings of others• To develop respect for others and create aconducive environment
The problem is not with emotionality butwith the appropriateness of emotions andits expression.The challenge is to manage our emotionallife with intelligence.
Emotional Intelligence evolves overa series of transactions andinstances between two or moreindividuals.
Emotional Skills• Identifying and labelling feelings• Expressing feelings• Assessing the intensity of feelings• Managing feelings• Delaying gratification• Controlling impulses• Reducing stress• Knowing the difference between feelings andactions
Emotional IntelligenceTo achieve one’s dream of success both at personal andorganisational levels, the assets of emotional skills is wortha billion.The following traits of success are nothing but emotionalskills.ConfidenceEnthusiasm- Commitment - Passion- Hope - High Energy- Will Power - Value System
Developing Your E.Q. Develop the courage to follow your own feelings Express your feelings – find out who cares – spend time with them Start labeling feelings; stop labeling people & situations Analyze your own feelings rather than the action or motives ofother people Take responsibility for your emotions & happiness Stop believing others cause your feelings; Dont expect others to"make" you happy
Developing Your E.Q.• Ask others how they feel• Make time to reflect on your feelings• Use three word sentences beginning with “I feel”• Identify your fears and desires• Identify your unmet emotional needs
How to prevent emotionalvolatility• Meditate• Try not to carry work home• Join a social cause• Be aware of your behavior• Be aware of others• Enjoy nature• Use transactional analysis• Express yourself• Organize
Research says….Research has indicated that the following EIcompetencies predict success at work: self-awareness, emotional resilience, decisiveness,interpersonal sensitivity, influencing skills,conscientiousness, integrity, and personalmotivation.
Emotional AndIntelligent Quotient• IQ offers little to explain the different destines of peoplewith roughly equal promises, schooling, andopportunity.• 95 Harvard students from classes of 1940s were followedinto middle age. It was found that the men with thehighest test scores in college were not particularlysuccessful compared to their lower-scoring peers interms of salary, productivity, or status in their own field.They also did not have the greatest life satisfaction norhigh levels of happiness with friendships, family andromantic relationship.
Emotions• Anger - fury, outrage, resentment, wrath, animosity, annoyance,irritability, hostility and perhaps at the extreme - pathologicalhatred and violence.• Sadness - grief, sorrow, cheerlessness, gloom, melancholy, self-pity, loneliness, dejection, despair and at the extreme -pathological severe depression.• Fear - anxiety, apprehension, nervousness, concern, misgiving,dread, fright, terror and at extreme - psychopathology, phobiaand panic• Enjoyment: happiness, joy, relief, contentment, bliss, delight,amusement, pride, sensual pleasure, thrill, gratification,satisfaction, and at the extreme - mania.Various Categories
Handling Your ChildrensEmotionsCHILDREN DISPLAY THEIR EMOTIONS IN THEIR OWN WAYS. ASPARENTS, IT IS IMPORTANT THAT WE BE MINDFUL OF THIS ANDWATCH OVER THEM WITH PATIENCE AND SYMPATHY.
Four basic parenting styles when itcomes to handling kids emotions• Dismissing parents disregard, ignore ortrivialize their childrens emotions.• Disapproving parents are critical of theirchildrens displays of feelings and may evenreprimand or punish them for emotionaloutbursts.
•The laissez-faire parents accepttheir childrens emotions, but fail tooffer guidance or set limits on theirchildrens behavior.•The emotional coach parent isaware of his childrens emotions anduses them as an opportunity for teachingand encouraging.
What is anger?Anger is an emotion.It is ok to be angry.“A strong feeling of displeasure and, usually, antagonism”It is an emotional reaction to frustration or injury. In somecases, anger is beneficial, as it can spur us on to take action tocorrect a situation, or protect us from harm.It can be an instrument of motivation to work for positivechange
• Anger may be defined as the thoughts, feelings,physical reactions and actions that result from ablameworthy or attack provoking physical,emotional or mental provocation.• In many cases anger is a straight road to hostility,the expression of anger or even attack.
ANGER MANAGEMENTKnow the difference between anger and aggression.Aggression is acting out inappropriately and is notok. Learn to check your aggression and express youranger appropriately.
ANGER MANAGEMENTWays to Keep Cool:Get exercise every day.Eat right.Get enough sleep.Learn to relax.Know your feelings.Write about those feelings.
ANGER MANAGEMENTWays to Keep Cool:Find a quiet place.Take a time out.Find fun distractions.Make good decisions about what you see and hear.Choose friends who make you feel good.Learn to forgive and forget.
Techniques For Managing AngerFirst: recognize that all feelings are ok; including anger. It’sthe way we deal with feelings that can cause problems.Don’t attack others. It will come back to haunt you.Don’t attack yourself. If you aren’t on your side, who willbe?Don’t deny your feelings. It may lead to depression orhostility later.
Techniques (cont.)Second: Remember, you can CHOOSE your response to angeranalyze the emotion that is bubbling under the surfacemake a commitment to recognizing your anger andexpressing it in a way that is not harmful to others oryourselflearn to recognize your personal warning signalsexpress your anger clearly and directly
Techniques (cont.)Third: Avoid being a “swallower” or a “spewer”.Talk with others before your rage builds upRealize that intense anger can be dangerousSet a boundary for yourself - what is allowable
Techniques (cont.)R-E-T-H-I-N-KR: recognizeE: empathizeT: think about what you are feelingH: hear what the other person is sayingI: integrate respect for others and yourselfN: notice your responsesK: keep on the current topic; don’t bring up old grudges.
Social ConsequencesLoss of friendshipsIsolationSuspensionsLegal consequencesInability to maintainemployment
Social Conseqence and AngerAre there social consequences, both positive andnegative, that are derived from anger?Yes! Anger can be both healthy andunhealthy. It is important to try anddistinguish between the two.Ask your self when angry: Will my reaction bebeneficial, or will it cause harm?
Society and Anger (continued)Anger in society often manifests itself in violentbehavior:RapeMurderRacismTerrorismGenocideProperty destruction
The key to anger reduction is knowing yourself.When you make mistakes, learn from them rather thangetting angry.Dont criticize, condemn & complain because it makes youangry.Accept what you cannot change & change what youcannot accept.Ask even stupid questions to avoid mistakes, to avoidothers getting angry with you.
Indecision makes you angry. Therefore, decide this way or thatway.If all else fails, lower your standards to make you less angry.Expectation breeds frustration. Frustration breeds anger.Men who do not know how to fight anger, die young.Nobody can make you angry without your consent.Never get angry with a man who has nothing to lose.
Leadership, like coaching ,isfighting for the hearts and soulsof men and getting them tobelieve in you.
“Leadership is more a function of heart thanmind”.In the core of managerial position lies thesilent seed of Leadership Role.
LEADERSHIP…“… is about having the vision, tosucceed, a strategy to get there andthe character to implement it”.“Leadership is about the inspiration topush all boundaries-be it people,processes or technology”.
LEADERSHIP:The ability to influence people toward theattainment of organizational goalsThe effective use of power to achieveorganizational objectives
“Leadership is the Art ofaccomplishing more, than theScience of Management“Leadership is doing What’sRight, at the Right Time, for theRight Reason!”
• If you believe that only a few have potential tobecome leaders then think again. Who can be a leader– the truth is that everyone is a leader and has apotential to be so.• Leadership is not just about a designation, it is achoice one makes and can be applied at any level.Titles do not decide the fate of an organisation,people do.• There is no room for excuses and non-performance .• Opportunities to lead are everywhere. The questionsis – do you care about people and make the firstmove.• Leadership is not a position to aspire for anymore, butan attitude to cultivate for life.
• Our attitude in our personal life speaks volumes ofour performance at work.• It is both an attitude and a skill to succeed at anylevel.• Our best evolves from our heart, not our eyes.• An emotional response clouds our judgment andcreates guilt.• There is no embarrassment in falling down, only innot getting up and moving on.
Effective Ethical Leaders?Effective Ethical Leaders?An effective ethical leader will …… Foster an environment of “Trust”among individuals at the Workplace……and this trust will encourageopenness among team memberswithout fear of retribution.
Establish shared valuesEstablish shared valuesEstablish a positive leadership climateEstablish a positive leadership climateDevelop self & othersDevelop self & othersThink strategicallyThink strategicallyState & communicate your intentState & communicate your intentDecentralizeDecentralizeEmpower the work forceEmpower the work forceEmphasize continuous improvementEmphasize continuous improvementEthical Leader ImperativesEthical Leader Imperatives
The real test of ethics and character iswhether we are willing to do the rightthing… even when it is likelyto cost more than wewant to pay.
Final Thought“Those who cannotforgive others, break thebridge over which theythemselves must pass.”
Emotional Intelligence Conceptsin a Leadership Context???• Emotional Intelligence isour ability to acquire andapply knowledge from ouremotions and the emotionsof others in order to solveproblems, and live a moresuccessful, fulfilling life.
Emotional Intelligence is…• Appropriate emotions, feelingsproportionate to circumstances.• When emotions are too mutedthey create dullness anddistance.• When out of control, tooextreme and persistent, theybecome pathological, resultingin rage, depression and extremeanxiety.
Studies* show:For all levels of jobs, EIcompetencies are twice aseffective as IQ in determining anindividual’s success rate.The higher the level of a positionin an organization, the more EIseems to matter. Executive Leaders show an 85%correlation between EIcompetency and success.
Your Emotions can block yourProfessional Growth and SuccessWhen you are hurt, you cry.When you achieve something, you exult.When someone rejects you or breach your trustor hurt you feel the pain, right there in yourheart.When you give more than your 100% to your workor to your relation and you fail; or when youachieve something big but do not get properappreciation or recognition then you feelunwanted and frustrated.
EI Competencies• Self-Awareness• Self-Management• Social Awareness• Relationship ManagementEI
Self-AwarenessKnowing one’s internal states, preferences,resources and intuitions• Emotional Self-Awareness• Accurate Self-Assessment• Realistic Self-Confidence
Knowing one’s internal states,preferences,resources and intuitions• Emotional Self-Awareness – Recognizeyour own inner signals, note howdecisions and values match• Accurate Self-Assessment – Knowyour real limits and strengths, be gracefulin learning, know when to ask for help• Realistic Self-Confidence – Be willingand able to play to your strengths, admityou have them!
Social AwarenessAwareness of other’s feelings, needs,concerns and the currents, networks andpolitics of the organization• Empathy• OrganizationalAwareness• Service Orientation
Relationship Management• Inspirational• Influence• Developing Others• Change Catalyst• Conflict Management• Building Bonds• Teamwork &CollaborationAwareness of one’s effecton others, abilityto work effectively andefficiently with others