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Excellence through emotional intelligence discusses the wisdom of the ancient philosophers and achieving excellence every time workers perform

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  1. 1. 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
  2. 2. Excellence ? <ul><li>“ Excellence is an art won by training and habituation. We are what we repeatedly do. Excellence , then, is not an act, but a habit ” </li></ul>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
  3. 3. Habits ? Knowledge (what to, why to) Habits Internalized principles & patterns of behavior Knowledge (what to, why to)
  4. 4. Habits ? Knowledge (what to, why to) Habits Internalized principles & patterns of behavior Desire (want to) Knowledge (what to, why to) Desire (want to)
  5. 5. 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)
  6. 6. 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
  7. 7. Excellence is content less and therefore its measurement can only be against certain benchmarks Excellence ? <ul><li>Operational Excellence is defined as: </li></ul><ul><ul><li>Consistently providing the highest quality service excellence to our customers </li></ul></ul><ul><ul><li>At the lowest possible cost while achieving above average returns . </li></ul></ul><ul><ul><li>Quality Assurance initiatives are key elements in support of this goal </li></ul></ul>
  8. 8. 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
  9. 9. 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
  10. 10. 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 ---
  11. 11. Behavior Results / Excellence Manage- ment Systems and Practices Culture & Values <ul><li>Strategy </li></ul>Framework for Change Excellence <ul><li>Managing the linkage between culture and strategy helps drive performance excellence </li></ul>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
  12. 12. ASK to Develop Personal Excellence <ul><li>A ttitude </li></ul><ul><li>S kills </li></ul><ul><li>K nowledge </li></ul>“ Pride is a personal commitment. It is an attitude which separates excellence from mediocrity”.
  13. 13. ASK to Develop Excellence Excellence Repeat with EQ S kills + K nowledge = C ompetence + A ttitude P erformance
  14. 14. What is an Emotions ? <ul><li>Unconscious impulses </li></ul><ul><li>Conscious decisions </li></ul><ul><li>Social constructs between people </li></ul><ul><li>Ways of acting and talking </li></ul><ul><li>Mental states that result when bodily responses are sensed by the brain </li></ul><ul><li>Feelings & Thoughts about situations people find themselves in </li></ul><ul><li>Bodily responses that have evolved as part of our struggle to survive </li></ul>
  15. 15. Primary Emotions
  16. 16. Emotions Connections Something happens You have a thought about it You feel something You react ( behavior )
  17. 17. E Q Emotional Intelligence EQ? What is that ? The applicarion of a positive attitude, respect, and healthy patterns of behavior towards self and others
  18. 18. E Emotional Intelligence Q Empathy Self Motivation Social Skills Self Regulation Self Awareness EQ
  19. 19. E Q Emotional Intelligence <ul><li>IQ </li></ul><ul><ul><li>Established by mid-teens </li></ul></ul><ul><ul><li>Can’t increase </li></ul></ul><ul><ul><li>Predicts only 10% – 20% of life success </li></ul></ul><ul><li>EQ </li></ul><ul><ul><li>Not fixed </li></ul></ul><ul><ul><li>Can be improved throughout life </li></ul></ul>
  20. 20. E Q Self Awareness <ul><li>knowing one’s internal states, preferences, resources, and intuitions </li></ul><ul><li>Emotional Awareness : recognizing one’s emotions </li></ul><ul><li>and their effects. Pay attention to your emotions </li></ul><ul><li>Accurate Self-Assessment: knowing one’s strengths </li></ul><ul><li>and limits </li></ul><ul><li>Self-Confidence: a strong sense of one’s self-worth and capabilities </li></ul>Outcomes of limited self-awareness: blind ambition , unrealistic goals, power hungry, relentless striving , insatiable need for recognition
  21. 21. E Q Self-Regulation <ul><li>Managing one’ s internal states, impulses, resources </li></ul><ul><li>Self-Control: keeping disruptive emotions and impulses </li></ul><ul><li>in check </li></ul><ul><li>Trustworthiness : maintaining standards of honesty and </li></ul><ul><li>integrity </li></ul><ul><li>Conscientiousness: taking responsibility for personal </li></ul><ul><li>performance </li></ul><ul><li>Adaptability: flexibility in handling change </li></ul><ul><li>Innovation: being comfortable with novel ideas, new info. </li></ul>Outcomes of limited self-regulation: impulsive behavior , rigidity of behavior and thought , lack of trust , poor follow-up /completion, avoidance of others
  22. 22. E Q Self-Motivation <ul><li>Emotional tendencies that guide or facilitate </li></ul><ul><li>reaching goals </li></ul><ul><li>Achievement Drive: striving to improve or meet a standard </li></ul><ul><li>of excellence </li></ul><ul><li>Commitment: aligning with the goals of the group </li></ul><ul><li>Initiative: readiness to act on opportunities </li></ul><ul><li>Optimism: persistence in pursuing goals despite obstacles </li></ul><ul><li>and setbacks </li></ul>Outcomes of limited motivation: sub-optimal performance , incomplete projects, inability to reach goals , lack of energy*drive*conviction, bringing down the mood of others
  23. 23. Q Empathy <ul><li>Awareness of others’ feelings, needs, and concerns </li></ul><ul><li>Understanding Others: sensing others’ feelings and </li></ul><ul><li>perspectives, and taking an active interest in their concerns </li></ul><ul><li>Developing Others: sensing others’ development needs </li></ul><ul><li>and bolstering their abilities </li></ul><ul><li>Service Orientation: anticipating, recognizing, and meeting </li></ul><ul><li>customers’ needs </li></ul><ul><li>Leveraging Diversity: cultivating opportunities through </li></ul><ul><li>different kinds of people </li></ul><ul><li>Political Awareness : reading a group’s emotional currents </li></ul><ul><li>and power relationships </li></ul>Outcomes of limited empathy: misunderstanding, frustration, lack of trust , dissatisfaction , lack of commitment , poor service reputation E
  24. 24. Q E Social Skills / Effective Relationships <ul><li>Adeptness at inducing desirable responses in others </li></ul><ul><li>Influence: wielding effective tactics for persuasion </li></ul><ul><li>Communication: listening openly and sending </li></ul><ul><li>convincing messages </li></ul><ul><li>Conflict Management: negotiating and resolving disputes </li></ul><ul><li>Leadership: inspiring and guiding others </li></ul><ul><li>Change Catalyst: initiating or managing change </li></ul><ul><li>Building Bonds: nurturing instrumental relationships </li></ul><ul><li>Collaboration and Cooperation: working with others toward </li></ul><ul><li>shared goals </li></ul><ul><li>Team Capabilities : creating group synergy in group goals </li></ul>Outcomes of limited social skills: dissension , distrust , poor leadership / followership, ineffective conflict , sub-optimizing teams, poor job performance , loss of job opportunities
  25. 25. 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)
  26. 26. 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)
  27. 27. <ul><li>Believing: Having the right attitude to succeed </li></ul><ul><li>Achieving: Connecting with and creating deep rapport easily </li></ul><ul><li>Succeeding: Setting clear and realistic intentions and goals </li></ul>Excellence - in a nutshell
  28. 28. Essence of EQ – Summary Working with EI - Goleman <ul><li>Initiative, achievement and adaptability </li></ul><ul><li>Influence, team leadership and awareness </li></ul><ul><li>Empathy, self-confidence and developing others </li></ul>Competencies that most often lead to success :
  29. 29. Excellence Through Emotional Intelligence “ Appreciation is a wonderful thing; it makes what is excellent in others belong to us as well”. Voltaire