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Emotional intelligence at Work

The OPRA Group have been working with GENOS on Emotional Intelligence (EI) since the early 2000s. This gives us a unique perspective on how EI theory has developed and been applied to maximise organisational success. The following presentation discusses the basics, and basis, of the GENOS model of EI. This is now the foundation of the award winning leadership programmes offered by OPRA.

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Excellence in Business.
Excellence in People.
Emotional Intelligence
at Work:
The why, what, and how of
leadership soft-skills.
Excellence in Business.
Excellence in People.
Content
The State of Play
 The Performance/Productivity Relationship
Emotional Intelligence
 What does the research say?
 What is Emotional Intelligence?
 Emotional Intelligence defined and quantified
Recap
Excellence in Business.
Excellence in People.
The State of Play
Productivity:
 Managerial soft-skills impact upon perceptions of effective leadership
 Effective leadership leads to increased productivity and morale
Perceptions of workplace injustice occur when people don’t feel they
are treated fairly
 Feelings of victimisation lead to counterproductive behaviour
Turnover:
 People join organisations and leave managers!
 64% of NZ employees are considering organisational change in the next 12
months
 Talent is mobile!
Excellence in Business.
Excellence in People.
Research shows
Emotional Intelligence:
Leadership effectiveness
Recruitment and retention
Teamwork
Innovation
Performance, productivity,
satisfaction, and loyalty
Sales and customer service
Excellence in Business.
Excellence in People.
Research shows
Emotional Intelligence:
Leadership effectiveness (36%)
Sales performance (23%)
Organisational Commitment (22%)
Absenteeism (29%)
Job Satisfaction (24%)
Occupational Stress (19%)
Innovation (12%)
Teamwork Effectiveness (14%)
Customer service (12%)
Excellence in Business.
Excellence in People.
Emotional Intelligence
• Feelings influence people’s performance.
• EI involves a set of skills that define how effectively we
perceive, understand, reason with and manage our
own and others feelings.
• Involves thinking “intelligently” about our emotions
and how they impact on thoughts and behaviours .
EI
Ad

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Emotional intelligence at Work

  • 1. Excellence in Business. Excellence in People. Emotional Intelligence at Work: The why, what, and how of leadership soft-skills.
  • 2. Excellence in Business. Excellence in People. Content The State of Play  The Performance/Productivity Relationship Emotional Intelligence  What does the research say?  What is Emotional Intelligence?  Emotional Intelligence defined and quantified Recap
  • 3. Excellence in Business. Excellence in People. The State of Play Productivity:  Managerial soft-skills impact upon perceptions of effective leadership  Effective leadership leads to increased productivity and morale Perceptions of workplace injustice occur when people don’t feel they are treated fairly  Feelings of victimisation lead to counterproductive behaviour Turnover:  People join organisations and leave managers!  64% of NZ employees are considering organisational change in the next 12 months  Talent is mobile!
  • 4. Excellence in Business. Excellence in People. Research shows Emotional Intelligence: Leadership effectiveness Recruitment and retention Teamwork Innovation Performance, productivity, satisfaction, and loyalty Sales and customer service
  • 5. Excellence in Business. Excellence in People. Research shows Emotional Intelligence: Leadership effectiveness (36%) Sales performance (23%) Organisational Commitment (22%) Absenteeism (29%) Job Satisfaction (24%) Occupational Stress (19%) Innovation (12%) Teamwork Effectiveness (14%) Customer service (12%)
  • 6. Excellence in Business. Excellence in People. Emotional Intelligence • Feelings influence people’s performance. • EI involves a set of skills that define how effectively we perceive, understand, reason with and manage our own and others feelings. • Involves thinking “intelligently” about our emotions and how they impact on thoughts and behaviours . EI
  • 7. Excellence in Business. Excellence in People. Biological Basis of Emotion • Emotional areas of the brain have earlier evolutionary basis (fight or flight etc.) • Rational area of the brain (cerebral cortex) relatively recent evolution and often last area involved in processing information!
  • 8. Excellence in Business. Excellence in People. Emotional Intelligence is… Have you ever …  Decided not to hire or trust someone because “something just didn’t feel right”  Not asked someone for a favour when they were having “a bad day”? Feelings also play a large role in our outward displays and behaviours. They help define our …  Use of words  Tone of voice  Body language  Facial expressions
  • 9. Excellence in Business. Excellence in People. Genos Model Best practice development Research based Coachable skills
  • 10. Excellence in Business. Excellence in People. 1. Emotional Self-awareness People high in this dimension… Are “in-tune” with their moods, feelings and emotions at work. Demonstrate greater awareness of how their emotions may be influencing their thoughts and decisions. Demonstrate greater awareness of how their emotions may be influencing their behaviours and performance at work. Are “in-tune” with how their demeanour and behaviour may be impacting on colleagues. Self-Awareness: The ability to perceive and understand one’s own emotions Rob Fyfe
  • 11. Excellence in Business. Excellence in People. 2. Emotional Expression People high in this dimension… Effectively communicate how they feel about various issues at work; that is, in the right way, to the right degree and at the right time. Effectively utilise non-verbal emotional cues e.g., body language, tone of voice etc., to communicate how they feel. Create greater understanding about themselves amongst their colleagues. Are often described by colleagues as “genuine and trustworthy”. Expression: The skill of effectively expressing one’s own emotions Jim Carrey
  • 12. Excellence in Business. Excellence in People. 3. Emotional Awareness of Others People high in this dimension… Are adept at reading others’ non-verbal emotional cues at work. Understand what typically makes people feel various ways in the workplace. Are adept at reading others’ emotional/mood states at work, e.g., bored or stressed with a given task, environment etc. Awareness of others: The skill of perceiving and understanding others emotions Ricky Jervais, (aka “Martin Brent” from The Office)
  • 13. Excellence in Business. Excellence in People. 4. Emotional Reasoning/Decision Making People high in this dimension… Consult others’ feelings on issues at work to help derive solutions. Consider their own feelings on issues at work when decision-making. Account for the emotional/mood state of others prior to interacting or communicating with them. Achieve greater buy-in to decisions they implement in the workplace . Reasoning/Decision Making: The skill of using emotional information (from self and others) in reasoning and decision-making Spock
  • 14. Excellence in Business. Excellence in People. 5. Emotional Self- Management People high in this dimension… Maintain an optimistic and positive disposition at work. Move on quickly from events that cause them adversity. Don’t ruminate on issues. Implement strategies to help them maintain positive moods and emotions in the workplace. Self- Management: The ability to perceive and understand one’s own emotions Nelson Mandela
  • 15. Excellence in Business. Excellence in People. 6. Emotional Management of Others People high in this dimension… Create environments that make people feel more optimistic and positive in the workplace. Communicate and interact in ways that motivate and engage others at work. Help others see things from different perspectives. Help people identify more effective ways of responding (behaving) to events that are causing them adversity. Management of Others: The skill of influencing the moods and emotions of others Dalai Lama
  • 16. Excellence in Business. Excellence in People. 7. Emotional Self-Control People high in this dimension… Have a long “fuse”. Overcome anger at work by thinking through what’s causing it. Find it easy to concentrate on a task when really excited or upset about something. Express anger and other strong emotions in the right way, at the right time, and with the right person. Self-Control: The skill of effectively controlling strong emotions experienced at work (within one’s self) Gordon Ramsey
  • 17. Excellence in Business. Excellence in People. To Recap… Talented people will not work as productively for ineffective leaders, and they’ll leave them! Organisations can not afford reduced productivity or a loss of talent Emotional intelligence is a crucial component of effective leadership Emotionally intelligent behaviour can be coached and developed