Recall a situation in the last one week when
you have felt extremely emotional…..
Can you identify the emotion?
Now recall how you felt?
How did you deal with it?
Describe your behavior
IQ means intelligence quotient
EQ means emotional quotient
EI means emotional intelligence
"Emotional Intelligence, more than any other
asset, more than IQ or technical expertise, is
the most important overall success factor."
Warren Bennis, Ph.D.,
Distinguished Professor of Business
Founding Chairman of The Leadership Institute
at the USC
THE PROFESSIONAL SUCCESS
Emotion – How a person feels about
Intense & Specific
Intelligence – IQ
Intelligence Characteristics Famous examples
Logical / Mathematical Quantifies / Calculates /
Analytical / Einstein
Verbal / Linguistic Words Writers / Poets /
Shgakespeare /Tom Peters
Interpersonal Interacts / Understands
others / Empathises
Intrapersonal Independent / Goal-
Oriented / Perseverant
Visual / Spatial Mental models Architects
Musical Sensitivity to pitch,
Bodily / Kinesthetic Physical movement Gymnasts / Dancers
Naturalist Connect to nature
Existential Personal mission /
Victor Frankl, Martin
Emotional Emotionally mature Gandhi
Ability to perceive and express
emotion, assimilate emotion in
thought, understand and reason with
emotion, and regulate emotion in
oneself and others
The subset of social intelligence that involves the
ability to monitor ones’ own & others feelings &
emotions, to discriminate amongst them and to use
this information to guide one’s thinking & actions
•Salovey & Mayer (1990)
The capacity for recognising our own feelings and
those of others, for motivating ourselves, and for
managing emotions well in ourselves and in our
•Daniel Goleman (1995)
Social Skill Dimensions
• Self-understanding; Knowledge of
feelings in the moment
• Handle one’s emotions
• Overcome negative emotional
impulse & delay gratification to
attain desired outcome or goal
• Understand & be sensitive to other’s
• Interact with ease with others &
Understanding and sensitivity to the
feelings, thoughts, and situation of
Controlling or redirecting our internal
states, impulses, and resources
Understanding your own
emotions, strengths, weaknesses, val
ues, and motives
Managing other people’s emotions
Self Awareness -
• Recall the strongest emotions you experienced
recently. Beside each emotion, write down your
accompanying bodily sensations and thoughts.
• In a final column, write down how you became aware
of that feeling. That is, did you recognize the emotion
as it occurred, become aware of it through bodily
sensations, or become aware of it through thoughts?
Self Awareness Social Awareness
Emotional Self Awareness
Accurate Self Assessment
Self Management Relationship
Building bonds9/29/2013 15EI
EMOTIONALAWARENESS: Recognizing one’s
emotions and their effects.
ACCURATE SELF-ASSESSMENT: Knowing one’s
strengths and limits.
SELF-CONFIDENCE: Sureness about one’s self-worth
SELF-CONTROL: Managing disruptive emotions and
TRUSTWORTHINESS: Maintaining standards of honesty
CONSCIENTIOUSNESS: Taking responsibility for personal
ADAPTABILITY: Flexibility in handling change.
INNOVATIVENESS: Being comfortable with and open to
novel ideas and new information.
ACHIEVEMENT DRIVE: Striving to improve or
meet a standard of excellence.
COMMITMENT: Aligning with the goals of the
group or organization.
INITIATIVE: Readiness to act on opportunities.
OPTIMISM: Persistence in pursuing goals despite
obstacles and setbacks.
EMPATHY: Sensing others’ feelings and perspective,
and taking an active interest in their concerns.
SERVICE ORIENTATION: Anticipating,
recognizing, and meeting customers’ needs.
INFLUENCE: Wielding effective tactics for persuasion.
COMMUNICATION: Sending clear and convincing
LEADERSHIP: Inspiring and guiding groups and people.
CHANGE CATALYST: Initiating or managing change.
CONFLICT MANAGEMENT: Negotiating and resolving
BUILDING BONDS: Nurturing instrumental relationships.
COLLABORATION AND COOPERATION: Working
with others toward shared goals.
TEAM CAPABILITIES: Creating group synergy in
pursuing collective goals.
Understanding Threshold of
Improving Inter-personal Relations
Communicability of Emotions
Supporters say… Critics speak…..
EI is biologically
EI is a vague
EI cannot be
Validity of EI is
Fed Ex – Leadership Development
Daimler-Benz – Project Manager
General Electric – Leadership Bench
Eli Lilly – Sales Force
US Navy & Marine Corps – Train-the-Trainer
for Change Management
Harvard Business School study
At L’Oreal, sales agents selected on the
basis of certain emotional competencies
significantly outsold salespeople selected
using the company’s old selection
procedure. On an annual basis, salespeople
selected on the basis of emotional
competence sold $91,370 more than other
salespeople did, for a net revenue increase
of $2,558,360. Salespeople selected on the
basis of emotional competence also had 63%
less turnover during the first year than
those selected in the typical way (Spencer
& Spencer, 1993; Spencer, McClelland, &
In a national insurance company,
insurance sales agents who were
weak in emotional competencies
such as self-confidence, initiative,
and empathy sold policies with an
average premium of $54,000. Those
who were very strong in at least 5 of
8 key emotional competencies sold
policies worth $114,000 (Hay/McBer
Research and Innovation Group,
Another emotional competence, the
ability to handle stress, was linked
to success as a store manager in a
retail chain. The most successful
store managers were those best able
to handle stress. Success was based
on net profits, sales per square
foot, sales per employee, and per
dollar inventory investment (Lusch &
Optimism is another emotional
competence that leads to increased
productivity. New salesmen at Met
Life who scored high on a test of
"learned optimism" sold 37 percent
more life insurance in their first two
years than pessimists
Global study by J&J Consumer & Personal Care
Group on 358 managers
Rated by Supervisors, Peers & Subordinates
High performance managers rated higher on
Orientation, Initiative, Leadership, Influence and
Supervisors - Adaptability and Service
Peers - Emotional Self-
Awareness, Conscientiousness, Developing
Others, Service Orientation, and
Financial advisors at American
Express whose managers completed
the Emotional Competence training
program were compared to an equal
number whose managers had not.
During the year following
training, the advisors of trained
managers grew their businesses by
18.1% compared to 16.2% for those
whose managers were untrained.