The ROI of Social +Emotional Intelligence in Leadership Jonathan “JJ” Jarrell
Attributes Exercise Think of an individual in your life who has had a tremendous positive impact on you in your life or in the workplace – a friend, family member, mentor, supervisor, colleague, or another person. . . On sticky notes, jot down the attributes that make this individual so special, the qualities that make you admire this person – one attribute or quality per sticky note – 3 minimum, 5 maximum. When finished, just put these aside for later. “Keep away from people who belittle your ambitions. Small people always do that, but the really great make you feel that you, too, can become great.” - Mark Twain
Social + Emotional Intelligence:A Leadership & Career Imperative “Emotional intelligence is much more powerful than IQ in determining who emerges as a leader. IQ is a threshold competence. You need it, but it doesn’t make you a star. Emotional intelligence can.” - Warren Bennis, author of On Becoming a Leader.
Ever have a supervisor, colleague ordirect report who was lacking inS+EI skills? WhatIMPACT did this have on you?What IMPACT did this haveon the organization? How didYOU handle the situation? Whatdid YOU do?
S + EI Enhance Leadership Skills andCareer Advancement 1. It provides a language and framework for understanding “Leaders with higher S+EI produce more powerful 2. An important skill set for business results and greater leaders and managers to profitability.” use and model -- Emotional Intelligence of Leaders: A 3. Vastly expands our Profile of Top Executives, Steven Stein, Leadership & Organization Development understanding of Journal, 2009 ourselves and others 4. S+EI = Better Leadership (and greater productivity, employee engagement, customer satisfaction, and profitability)
What is S+EI? A WORKING DEFINITION Social and emotional intelligence is the ability to be aware of our own emotions and those of others, in the moment, and to use that information to manage ourselves and manage our relationships
Social + Emotional Intelligence • “ 80 – 90% of the competencies that differentiate top performance are in the domain of EI.” Daniel Goleman in Working With Emotional Intelligence, 1998 • “EI is more than twice as predictive of business performance than purely cognitive intelligence.” Gerald Mount in The Role of Emotional Intelligence in Developing International Business Capability, 2006 • “Leaders with higher social & emotional intelligence produce more powerful business results and greater profitability.” Steven Stein in Emotional Intelligence of Leaders: A Profile of Top Executives, Leadership & Organization Development Journal, 2009
Tyrant’s Harsh, high- handed, dictatorial Abusive, abrasive, power hungry Their need to feel omnipotent will demean and trample others
Bully’s Habitually cruel Threatening, belittling Feel justified in bullying “weaker” people Seek control through fear and intimidation Often a power differential
Time Bomb’s Unexpectedly erupt Adults who throw childish tantrums Can’t tolerate opposing opinions Suddenly erupt in shouting tirades, rage, blaming everyone else
The Solution? Social + Emotional Intelligence Assessment Introducing the (for awareness) concept into the culture Individual development Training programs programs (coaching)
Objectives for Today’s SessionOverview of Social + Emotional Intelligence What is it & why do we care? The 26 The business distinct case (ROI) competencies and the health & wellness case How to measure S+EI
Too Much College, Too Little KindergartenIQ: 187 EQ: 0
S+EI Four-Quadrant Model Self Other Awareness Self Other Awareness Awareness Management Self Relationship Management Management
S+EI is about behavior and behaviorscan be changed Genetics
So what ???Hard evidence that the soft skills count . . . In Business – Greater Productivity Retention of top performers Employee satisfaction & engagement Profitability In Life – Individuals Are healthier Live longer Enjoy more satisfying relationships Have larger, deeper and more fulfilling social networks
S+EI Coaching, Training & AssessmentsEmbraced by Many Organizations
Social + Emotional IntelligencePrograms in the Workplace Increase employee engagement Improve productivity Increase sales and profits Improve customer service Reduce sick days and even health care costs!
S+EI and the Bottom Line at Pepsi At Pepsico, S+EI programs generated: 10% increase in productivity 87% decrease in executive turnover (saving $4M) Over 1000% ROI Dr. David McClelland, Journal of Psychological Science, 2008
Sanofi-AventisPharmaceutical Company EI increased in development group 18% compared with control group EI trained sales reps outsold the control group by an average of 12% or $55,200 each per month Increase sales and profits X 40 reps = $2,208,000 per MONTH better ROI = 600% ($6 for every dollar invested in EI training and coaching) Cherniss, Emotional Intelligence in Organizations, 2003
US Air Force Turnover among US Air Force recruiters = 50% per year Cost $30,000 to replace each recruiter who left Emotional Intelligence assessment instruments used in selection process for new recruiters USAF created competency model of successful recruiters Finding: successful recruiters strong in 5 EI skills Screened new recruiters for 5 skills Trained incumbents in the 5 skills
Air Force Results Retention of recruiters went from 50% to 96% the first year Immediate savings of $3 million annually (GAO Report on Military Recruiting, 1998 - 2008)
Other Quick Examples MetLife’s S+EI programs with selected groups resulted in S+EI trained and coached sales people outselling their control group counterparts by 37% (key competencies of self-confidence, optimism, initiative, and empathy) At L’Oreal, S+EI programs brought in $2.5 million more in sales in the first year. At Sheraton, S+EI programs helped increase market share by 24%. SixSeconds White Paper, October 1, 2010
Other Quick Examples American Express Financial Services – S+EI coaching & training program introduced to financial advisors, and sales increased 18% Supervisors in a manufacturing plant received S+EI training and coaching, and lost-time accidents were reduced from 15 per year to 3, and the plant exceeded productivity goals by $250,000 SixSeconds White Paper, October 1, 2010
S+EI Coaching and Training The results at Avon More robust, vigorous organization Competitive advantage Greater performance & productivity Higher profits Cost savings due to reduced turnover, absenteeism, lowered performance and productivity Overall more positive work climate “Emotional Intelligence is in our DNA here at Avon because relationships are critical at every stage of our business.” Andrea Jung, Chair & CEO of Avon Products
Research shows . . . Top reasons for losing customers: 70% are related to lack of S+EI (The Forum Corporation on Manufacturing and Service Companies, 2004) 50% of time wasted in business is due to lack of trust, a key S+EI competency (John O. Whitney, Director, Deming Center for Quality Management, 2002) The top reasons careers are derailed are related to a lack of S+EI (Center for Creative Leadership, 2005; Stanford University, 2001)
Top Reasons for Career Derailment Poor interpersonal relationships • Single most common factor – being too harshly critical • Insensitive or demanding • Alienating co-workers and direct-reports Rigidity • Inability to accept feedback about traits they need to change or improve • Inability to listen, learn and change Inability to work with a team • Being disrespectful • Being uncooperative • Not sharing information, plans or credit. Center for Creative Leadership, 2005
The Health & Wellness Case People with positive emotions • Have lower disease risks • Fewer symptoms & less pain when they do fall ill • Live longer! • Dr. B. Fredrickson, Distinguished Professor, University of North Carolina, Positivity, 2009 • Cohen, S. & Doherty, R., Psychological Bulletin, 2005
People with positive emotions earn more over the course of their lifetimes.* Diener, E., Social Indicators Research, 2002 *ABOUT 33% MORE !!
People with positive emotions have more satisfying relationships* Harker, L. & Keltner, D., Journal of Personality and Social Psychology, 2001*And enjoy more satisfying social networks, a key factor in longevity
Other Personal Benefits Improved performance and achievement More creativity and innovative problem-solving Better decision-making More flexible thought processes Improved memory
So What Does All This Mean? Self Other Awareness Self Other Awareness Awareness Management Self Relationship Management Management
Self-Awareness Emotional Self Awareness Accurate Self Personal Assessment Power
Self BehavioralManagement Self Control Initiative & Innovation Integrity Bias for & Creativity ActionAchievement Realistic Resilience Drive Optimism Stress Personal IntentionalityManagement Agility
OtherAwareness Empathy Aaron Feuerstein Situational/ Service Organizational Orientation Awareness
RelationshipManagement CommunicationInterpersonal Powerful ConflictEffectiveness Influencing Management SkillsInspirational Catalyzing Leadership Change Building Bonds Coaching &Teamwork & Mentoring Building TrustCollaboration Others
We should take care not tomake the intellect our god. It has,of course, powerful muscles, butno personality. It cannot lead, itcan only serve ALBERT EINSTEIN
Social + Emotional Intelligence Competencies are measurable and learnable Best learned through coaching (and to some extent, training) Grounded in science Proven ROI S+EI is a core skill-set Starts with awareness
Social + Emotional IntelligenceProfile (SEIP) 26 competencies – most comprehensive Available in self-scoring version & 360 Adult, Youth, and Work versions Excellent Validity & Reliability Cronbach’s alpha = .96 In January, 2010, For reference, MBTI is .56 an independent, third party statistical analysis firm found the Emotional Translations underway Intelligence Profile (EIP) Russian, Chinese, Portuguese one of the most valid and statistically reliable Spanish, Italian, French, and assessments they had German coming Fall 2011. seen in 6 years of doing this work
Tools You Can UseName it to Tame it:Building Emotional Self-Awareness Anxious Energetic Manipulated Stressed Apathetic Enthusiastic Mean Strong Appreciative Envious Misunderstood Stubborn Apprehensive Exhilarated Motivated Stuck
Name It Worksheet • When I woke up this morning I was feeling ______________ and _______________ and _____________. • As I was getting ready for the day I was feeling __________________ and _________________ and _____________________. • While I was commuting to work/school I was feeling ________________ and ___________________ and ___________________. • When I first got to work/school I was feeling _______________________ and ____________________________. • By mid-morning I was feeling ________________ and _____________________. • At lunch time I was feeling __________________ and _____________________.
My Trigger ListA Worksheet for Behavioral Self ControlTrigger What I Feel in My Self Talk My Reaction How I Feel Damage Done A Better How I’ll Feel My Body (What I Do) After I React Response Then
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