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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.” 1 --Pearl Buck
  2. 2. Excellence ? “Excellence is an art won by training and habituation. We are what we repeatedly do. Excellence, then, is not an act, but a habit” 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 AristotleMH 2
  3. 3. Knowledge Habits ? (what to, why to) Knowledge (what to, why to) Habits Internalized principles & patterns of behaviorMH 3
  4. 4. Knowledge Habits ? (what to, why to) Knowledge (what to, why to) Desire Desire (want to) (want to) Habits Internalized principles & patterns of behaviorMH 4
  5. 5. Knowledge Habits ? (what to, why to) Knowledge (what to, why to) Skills Desire Desireto) (want (how to) (want to) Habits Internalized principles & patterns of behaviorMH 5
  6. 6. Knowledge Habits ? (what to, why to) Knowledge (what to, why to) Habits Skills Desire Desire (how to) (want to) (want to) Habits Internalized principles & patterns of behaviorMH 6
  7. 7. Excellence ? Operational Excellence is defined as:  Consistently providing the highest quality service excellence to our customers  At the lowest possible cost while achieving above average returns.  Quality Assurance initiatives are key elements in support of this goal Excellence is content less and therefore its measurement can only be against certain benchmarksMH 7
  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, HRMH measures 8
  9. 9. Achieve Organizational Excellence ? Focusing Energy & Resources Mission Mission Vision Vision Excellence Alignment AssessmentCHAOS Substandard Excellence Performance ASK: Is the organization in sync. with the Mission?MH 9
  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 ---MH 10
  11. 11. Framework for Change Excellence  Managing the linkage between culture and strategy helps drive performance excellence Manage- ment Culture Results / oStrategy Systems Behavior & Values and Excellence Practices 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 strategyMH 11
  12. 12. ASK to Develop Personal Excellence • A ttitude • S kills • K nowledge “Pride is a personal commitment. It is an attitude which separates excellence from mediocrity”.MH 12
  13. 13. ASK to Develop ExcellenceExcellence S kills + K nowledge = C ompetence + A ttitude P erformanceMH 13
  14. 14. What is an Emotions ? • Unconscious impulses • Conscious decisions • Social constructs between people • Ways of acting and talking • Mental states that result when bodily responses are sensed by the brain • Feelings & Thoughts about situations people find themselves in • Bodily responses that have evolved as part of our struggle to surviveMH 14
  15. 15. Primary EmotionsMH 15
  16. 16. Emotions Connections Something happens You have a thought about it You feel somethingMH You react ( behavior ) 16
  17. 17. E Q Emotional Intelligence EQ? What is that? The application of a positive attitude, respect, and healthy patterns of behavior towards self and othersMH 17
  18. 18. E Q Emotional Intelligence Self Awareness Self Self Motivation Regulation EQ Social Empathy SkillsMH 18
  19. 19. E Q Emotional Intelligence  IQ  Established by mid-teens  Can’t increase  Predicts only 10% – 20% of life success  EQ  Not fixed  Can be improved throughout life 19MH
  20. 20. E Q Self Awareness knowing one’s internal states, preferences, resources, and intuitions • Emotional Awareness: recognizing one’s emotions and their effects. Pay attention to your emotions • Accurate Self-Assessment: knowing one’s strengths and limits • Self-Confidence: a strong sense of one’s self-worth and capabilities Outcomes of l ed sel imit f-awareness: blind ambition, unrealis tic g oals , power hung ry, relentles s s triving , ins atiable need forrecognitionMH 20
  21. 21. E Q Self-Regulation Managing one’ s internal states, impulses, resources • Self-Control: keeping disruptive emotions and impulses in check • Trustworthiness: maintaining standards of honesty and integrity • Conscientiousness: taking responsibility for personal performance • Adaptability: flexibility in handling change • Innovation: being comfortable with novel ideas, new info. Outcomes of l ed sel egul ion: imit f-r at impuls ive behavior, rig idity of behavior and thoug ht, lack of trus t, poor follow-up /MH completion, avoidance of others 21
  22. 22. E Q Self-Motivation Emotional tendencies that guide or facilitate reaching goals • Achievement Drive: striving to improve or meet a standard of excellence • Commitment: aligning with the goals of the group • Initiative: readiness to act on opportunities • Optimism: persistence in pursuing goals despite obstacles and setbacks Outcomes of l ed mot ion: imit ivat s ub-optimal performance, incomplete projects , inability to reach g oals , lack of energ y*drive*conviction, bring ing downMH the mood of others 22
  23. 23. E Q Empathy Awareness of others’ feelings, needs, and concerns • Understanding Others: sensing others’ feelings and perspectives, and taking an active interest in their concerns • Developing Others: sensing others’ development needs and bolstering their abilities • Service Orientation: anticipating, recognizing, and meeting customers’ needs • Leveraging Diversity: cultivating opportunities through different kinds of people • Political Awareness: reading a group’s emotional currents and power relationships Outcomes of l ed empat imit hy: mis unders tanding , frus tration, lack of trus t, dis s atis faction, lack ofMH 23 commitment, poor s ervice reputation
  24. 24. Social Skills / E Q Effective Relationships Adeptness at inducing desirable responses in others • Influence: wielding effective tactics for persuasion • Communication: listening openly and sending convincing messages • Conflict Management: negotiating and resolving disputes • Leadership: inspiring and guiding others • Change Catalyst: initiating or managing change • Building Bonds: nurturing instrumental relationships • Collaboration and Cooperation: working with others toward shared goals • Team Capabilities: creating group synergy in group goals Outcomes of l ed socialskils: dis s ens ion, dis trus t, poor imit l leaders hip / followers hip, ineffective conflict, s ub- optimizing teams , poor job performance, los s of jobMH opportunities 24
  25. 25. E Q Language of EI (Use space between Stimulus & Response) REACTIVE PROACTIVE There is nothing I can do Let us look for Alternatives That’s just the way I am I can choose a different approach He makes me mad I control my own feelings They won’t allow that I can create an effective prsntation I have to do that I will choose an appropriate response I can’t I choose I must I prefer If only I willMH 25
  26. 26. E Q Relationship of TRUST (Emotional Bank Account) DEPOSITS WITHDRAWALS Seek first to understand Seek first to be understood Keeping promises Breaking promises Honesty, openness Smooth manipulation Kindnesses, courtesies Unkindnesses, discourtesies Win-Win or No Deal thinking Win-Lose or Lose-Win thinking Clarifying expectations Violating expectations Loyalty to the absent Disloyalty, duplicity Apologies Pride, conceit, arrogance Receiving feedback and giving Not receiving feedback and giving “I” messages “You” messages Forgiveness Holding grudgesMH 26
  27. 27. Excellence - in a nutshell • Believing: Having the right attitude to succeed • Achieving: Connecting with and creating deep rapport easily • Succeeding: Setting clear and realistic intentions and goalsMH 27
  28. 28. Essence of EQ – Summary Working with EI - Goleman Competencies that most often lead to success: • Initiative, achievement and adaptability • Influence, team leadership and awareness • Empathy, self-confidence and developing othersMH 28
  29. 29. Excellence Through Emotional “Appreciation is a wonderful thing; it makes what is Intelligence excellent in others belong to us as well”. Voltaire 29