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Emotional Intelligence, Career Development & Workplace Communication

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Emotional Intelligence, Career Development & Workplace Communication, by Yvette Vignando, Director, Emotional Intelligence Development Australia (EIDA)

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Emotional Intelligence, Career Development & Workplace Communication

  1. 1. 3rd Annual National Conference Emotional Intelligence Career Development & Workplace Communication www.eidevelop ment.com Executive PA © EIDA, Yvette Vignando All rights reserved 02 9889 0999 announcing launch of new EIDA website www.eidevelopment.com
  2. 2. Executive PA Wanted “High profile media company headquartered in New York City, is seeking a new Executive Assistant for its CEO. The hours are long and the work is hard……duties include….heavy phones….requirements…you must have very thick skin to excel in this position…..you must be able to communicate well…you should have experience working or dealing with a ‘large’ personality, and all of the various stipulations that go with it….a great attitude and a positive outlook….” www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  3. 3. Executive PA Wanted “Executive Assistant to become part of the CEO’s team….we are looking for someone who is…a team player with good people skills, can motivate others….excellent interpersonal, client service and communication skills…” (Australia Council for the Arts) www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  4. 4. Executive PA Wanted “Executive Assistant to CEO…opportunity has arisen for an experienced and highly competent EA to support a dynamic, engaging and affable CEO….you will be…professional yet personable and down to earth in your approach with sound communication skills. Your strengths will lay in… your ability..to pre-empt the needs of your CEO and think outside the square…” Leading International Fund Manager www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  5. 5. Executive PA Wanted “Executive Assistant to a busy Managing Director…person specifications include…ability to use discretion and tact..good relationship skills based on trust…ability to demonstrate a consistently positive attitude and optimism and can support others to achieve same..positive experience with high performing teams..” Sydney Symphony Orchestra www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  6. 6. Executive PA Wanted “Personal Assistant to the Managing Director…excellent opportunity for a proactive, enthusiastic…PA..you need a ‘can do attitude’, have high levels of professional integrity…enjoy working as part of a team and be able to demonstrate an ability to maintain effective working relationships…” Pearson Education Australia www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  7. 7. Develop Yourself You are already a consummate professional – what are your development needs? www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  8. 8. What is Emotional Intelligence?  Unlike IQ, Emotional Intelligence is regarded as a set of skills or competencies that can be learned and developed.  Also unlike IQ, Emotional Intelligence is dynamic – your capacity to be “emotionally intelligent” may be affected by current context (life pressures and life satisfactions).  “Rest assured that all of us will experience emotional incompetence at one time or another”* www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999 *C Saarni p. 85, The Handbook of Emotional Intelligence
  9. 9. A working model of Emotional Intelligence  Ability to notice and accurately identify emotions in other people (voice, body language, patterns of behaviour, words spoken, gut feeling)  Ability to notice and accurately identify emotions in yourself (physical sensations, analysis of own thoughts/reactions, reflective capacity)  Ability to manage and control your own (inner) experience of emotions (in a way that minimises your distress and any “negative” impact on your behaviour)  Ability to influence (or manage) the emotions of other people (using www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999 appropriate words, voice, behaviours)
  10. 10. A working model of Emotional Intelligence  Ability to express emotions (appropriately)  Ability to use emotional information in your thinking processes (e.g. attend to gut feeling, analyse the “why” of an emotion, use emotional information as an aid to logical thinking)  Ability to use a range of behaviours and competencies that enhance your personal effectiveness in a range of situations (examples of such competencies include compassion, trust-building, optimism, resilience, flexibility) www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  11. 11. Emotional Intelligence  For the purpose of today’s presentation, use the following ‘wrap-up’ definition: “the capacity to deal effectively with one’s own and others’ emotions”, and when applied to the workplace it means “the capacity to effectively perceive, express, understand and manage emotions in a professional manner”* *Definition favoured by www.eidevelop ment.com is ….. © EIDA, Yvette Vignando All rights reserved 02 9889 0999 developers of Genos e.i. EI measurement instrument originating at Swinburne Uni., Melbourne
  12. 12. Develop Your EI Skills Developing high level Emotional Intelligence skills has been shown by research to positively impact:  Occupational stress  Absenteeism  Quality of interpersonal relationships  Performance (customer service and sales)  Teamwork effectiveness  Trust among colleagues  Organisational Commitment  Job satisfaction  Innovation and Creativity www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  13. 13. www.eidevelop ment.com Team Performance and EI High Performance © EIDA, Yvette Vignando All rights reserved 02 9889 0999 Aggregate Team IQ Low Performance High-EQ Teams Low-EQ Teams Adapted from Research by R. Sternberg, et al, at Yale University
  14. 14. www.eidevelop ment.com Reasons for Losing Clients/Customers 70% © EIDA, Yvette Vignando All rights reserved 02 9889 0999 30% EQ-Related Reasons Other Reasons EQ-related reasons: e.g., Didn’t like the human side of doing business with the prior provider of the product or service. Drawn from Research by the Forum Corporation on Manufacturing and Service Companies, 1989 - 1995
  15. 15. Why careers get derailed: • Inability to handle interpersonal problems. • Unsatisfactory team leadership during times of difficulty or conflict. • Inability to adapt to change or elicit trust. www.eidevelop ment.com Retaining the Best People 75% EQ-Related Reasons © EIDA, Yvette Vignando All rights reserved 02 9889 0999 25% Other Reasons Drawn from Research at the Center for Creative Leadership, 1994
  16. 16. The Economics of Trust www.eidevelop ment.com 50% of time wasted is due to lack of trust. John O. Whitney, Director © EIDA, Yvette Vignando All rights reserved 02 9889 0999 Deming Center for Quality Management
  17. 17. Trust & Believability 93% EQ-Related 7% IQ-Related (words) (voice tone and body language) www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999 Drawn from UCLA Research: Merabian, et al
  18. 18. Emotional Intelligence  Our behaviour and performance at work is affected significantly by the way we feel, whether or not we are consciously aware of it (and whether or not we admit it). Our feelings often influence our voice, body language, facial expressions and words.  Our behaviour at work affects the emotions and consequent behaviours of our colleagues.  Our performance at work is monitored and then used to appraise/ raise/ promote/ fire us. www.eidevelop ment.com at Work © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  19. 19. Spirals of Emotion Behaviour Emotion www.eidevelop ment.com Emotion Behaviour © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  20. 20. Think about a teacher, mentor, coach or colleague that has influenced you significantly. You may have found that person exceptional, inspiring or thought that they “made a difference”. How did you feel when you were in their presence? What did that person do that touched you? What qualities did that person have that made you feel www.eidevelop ment.com Reflection © EIDA, Yvette Vignando All rights reserved 02 9889 0999 that way about them?
  21. 21. Think of your manager and your current team members. How do you think they feel in your presence? What influence are you having on their feelings and behaviours? What qualities are you demonstrating? www.eidevelop ment.com Reflection © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  22. 22. Development Options  Don’t try to become more emotional at work  Try to become more conscious of your own emotions at work  Stop and consider how you feel in certain situations at work, the appropriateness of your emotions in comparison to the situation they arise from  Try to become more conscious of what you are conveying about how you feel to others at work  Is your body language, tone of voice etc appropriate and/or being conveyed in a professional manner? www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  23. 23. Development Options  Start paying attention to other people’s emotions, watch for emotional body language, facial expressions, tones of voice  Watch the way people react to things when trying to build rapport with them  Notice the emotional tone of meetings and situations in the workplace environment  Start paying more attention to the way people behave emotionally with each other, the extent to which they get along etc www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  24. 24. Development Options  Consider how you feel about different choices when making a decision at work and about how those choices may affect both yourself and others on an emotional level  Listen to your gut feelings or intuitive thoughts and weigh them up against the facts or technical knowledge you have in front of you  Try not to make decisions on the basis of your feelings or rational thought alone, incorporate both in your thinking www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  25. 25. Development Options  Try to be more conscious of pessimistic thoughts and feelings and consider them more objectively  Try to harness optimism and look for positive affirmations in your own and your colleagues’ daily work and achievements  Try not to let other people’s weaknesses and/or failures get them down; promote them as something to learn from and as a development opportunity  Try to foster positive emotions in the workplace by providing encouraging feedback to others and by acknowledging achievements www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  26. 26.  Identify skills you use regularly as an Executive P.A., e.g. dealing with clients, organising meetings, delegating work, negotiating actions on behalf of your manager etc  Consider how developing your emotional “abilities” further could enhance your use of these skills www.eidevelop ment.com Reflection © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  27. 27. Development Options  EI Self Assessment and/or  360 degree EI assessment (colleagues assess you)  Complete other instruments to raise self-awareness  Seek formal and informal feedback  Attend workshop to discuss concepts, share ideas, form a support network  Set goals for personal change and development-make a plan  Obtain support for development (coaching, mentor)  Try new behaviours – reflect  Continue to seek feedback www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  28. 28. “Conquering others requires force; Conquering oneself requires strength” www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999 Lao Tzu, (Tao Te Ching)
  29. 29.  Executive EQ, Robert Cooper  Working with Emotional Intelligence, Daniel Goleman  The Trusted Advisor, Maister, Green & Galford  Leadership, Sarros & Butchatsky  The Emotional Brain, Joseph Ledoux  Molecules of Emotion, Candace Pert  The Other 90%, Robert Cooper  Learned Optimism, Martin Seligman  Toxic Emotions at Work, Peter Frost  The EQ Edge: Emotional Intelligence and your Success, S. Stein & H. Book  Emotional Intelligence at Work, H. Weisinger  The Emotionally Intelligent Manager, D. Caruso & P. Salovey  Emotional Intelligence, Why it Can matter more than IQ, D. Goleman www.eidevelop ment.com Books © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  30. 30. EI Assessment Instruments & Development Materials Available through EIDA  EQMap® Emotional Intelligence assessment instrument  Genos e.i. Emotional Intelligence assessment instrument  Myers-Briggs Type Indicator ® personality assessment tool  FreezeFramer™ technology to help you monitor the effects of emotions on your physiology  MSCEIT Mayer, Salovey & Caruso Emotional Intelligence Test  Personal Development Planning customised workbooks. www.eidevelop ment.com © EIDA, Yvette Vignando All rights reserved 02 9889 0999
  31. 31. Telephone: 02 9889 0999 Mail: EIDA By email: yvette@eidevelopment.com View website: www.eidevelopment.com Please note that all the material in these slides is subject to copyright and may not be reproduced without the author’s permission. Some material in this presentation is material of QMetrics L.L.C. and Genos e.i. and has been used with permission. www.eidevelop ment.com Contact Details P.O. Box 700 Gladesville NSW 2111 © EIDA, Yvette Vignando All rights reserved 02 9889 0999

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