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  2. 2. What is EQ?  the ability to use emotions effectively.  measurable, learnable skill.  has twice the power of IQ to predict performance.  makes a significant impact on organizational performance.  assist in engaging people, influencing across boundaries and cultures, being proactive, caring for customers, building enduring sales relationships, and creating workplaces where people can excel. ARISE TRAINING & RESEARCH CENTER
  3. 3. EQ definition  Emotional intelligence is the ability to perceive emotions, to access and generate emotions so as to assist thought, to understand emotions and emotional knowledge, and to reflectively regulate emotions so as to promote emotional and intellectual growth. Mayer & Salovey, 1973 ARISE TRAINING & RESEARCH CENTER
  4. 4. EQ Research  First article published in 1997 in HBR by psychologist and author Daniel Goleman.  “"In hard times, the soft stuff often goes away. But emotional intelligence, it turns out, isn't so soft.”  “Emotional intelligence isn't a luxury you can dispense with in tough times. It's a basic tool that, deployed with finesse, is the key to professional success” ARISE TRAINING & RESEARCH CENTER
  5. 5. Benefits of higher EQ  yield significantly higher productivity, retention, and profitability, and emotional intelligence appears key to this competitive advantage.  using EQ in training and organizational climate change can reduce costs associated with turnover, absenteeism, and low performance.  At Pepsico, EQ competencies generated 10% more productivity. ARISE TRAINING & RESEARCH CENTER
  6. 6. Biology of Feelings  emotional intelligence comes from grounding in rigorous science.  when emotional intelligence is working – people are able to self-regulate their feelings and reduce the kind of reactivity that otherwise escalates into counter-productivity.  Emotion can lead to our worst decisions or our best ones: The difference is emotional intelligence.” ARISE TRAINING & RESEARCH CENTER
  7. 7. Some implementation strategies  increased sales performance through recruiting and training more emotionally intelligent salespeople.  improved customer service through recruiting higher EQ customer service reps.  superior leadership performance by developing and recruiting for executive EQ. ARISE TRAINING & RESEARCH CENTER
  8. 8. Sales and Customer Loyalty: The Customer Perspective  To attract and retain customers, companies must create loyal customers, organizations must endeavour for "customer delight.“  Emotional intelligence is at the core of relationships, and a sales maxim is that "relationships are everything.“  At L’Oreal salespeople selected on the basis of emotional competence sold $91,370 more than other salespeople. ARISE TRAINING & RESEARCH CENTER
  9. 9. Findings of Bass Brewers in the UK  Those with higher self-ratings on emotional intelligence tended to have higher overall performance.  Those with higher emotional intelligence self-ratings also tended to perform better on product distribution, the number of new accounts sold, and employee promotions earned.  Where manager-ratings were higher, employees tended to have overall higher performance and a larger number of new accounts sold. ARISE TRAINING & RESEARCH CENTER
  10. 10. Employee Performance and Retention: The Internal Business Perspective  higher EQ leaders build a workplace environment where team members can excel, and higher EQ team members use their business strengths more effectively and excel as star performers.  "Emotional competence is the single most important personal quality that each of us must develop and access to experience a breakthrough." ARISE TRAINING & RESEARCH CENTER
  11. 11. International Petroleum Corporation  a 2006 study to find out how important is EQ in distinguishing high performers.  participants more frequently identify emotional intelligence factors than expertise and cognitive factors  of the 10 most commonly cited performance factors, the seven items categorized as reflecting emotionally intelligent behaviours were identified 44% of the time. ARISE TRAINING & RESEARCH CENTER
  12. 12. Cognitive Vs Emotional Intelligence ARISE TRAINING & RESEARCH CENTER
  13. 13. Employee Retention  People don't leave companies – they leave leaders.  The three factors that inspire engagement: 1. The employee feels cared for by their supervisor. 2. They received recognition or praise during the past seven days from someone in a leadership position. 3. They believe their employer is concerned about their development. ARISE TRAINING & RESEARCH CENTER
  14. 14. Leadership and Financial Performance: The Bottom Line Perspective  “No doubt emotional intelligence is more rare than book smarts, but my experience says it is actually more important in the making of a leader. You just can't ignore it.” - JACK WELSH  In real organizations today, leaders face a much more complex challenge of inspiration.  Emotional competence differentiates successful leaders. ARISE TRAINING & RESEARCH CENTER
  15. 15. Leadership and Financial Performance: The Bottom Line Perspective(contd)  Leaders who use their emotional resources to foster "engagement are : 1. 50% more likely to have lower turnover 2. 56% more likely to have higher-than-average customer loyalty. 3. 38% more likely to have above-average productivity. 4. 27% more likely to report higher profitability ARISE TRAINING & RESEARCH CENTER
  16. 16. Findings at Pepsico  Link between EQ and leadership 1. 10% increase in productivity. 2. 87% decrease in executive turnover ($4m). 3. $3.75m added economic value. 4. over 1000% return on investment ARISE TRAINING & RESEARCH CENTER
  17. 17. Getting Work Done  Higher EQ leaders are more likely to make better decisions, engage and influence more effectively, and create the right mood for the job.  If emotional intelligence helps leaders understand and meet employee’s human needs, it will have a profound impact on productivity and individual success. ARISE TRAINING & RESEARCH CENTER
  18. 18.  Emotional competence is the single most important personal quality that each of us must develop and access to experience a breakthrough.  Companies investing more in EQ training.  emotional intelligence is a core skill-set, grounded in science, that underlies performance. ARISE TRAINING & RESEARCH CENTER
  19. 19. Two parting questions:  1.In what areas are your EI behaviors moving you into powerful places?  2.In what areas are your lack of effective EI behaviors stealing your power? ARISE TRAINING & RESEARCH CENTER
  20. 20. Reflect on your own role as… …Profession …Colleague …Business owner or leader …Friend, Spouse, or Parent ARISE TRAINING & RESEARCH CENTER
  21. 21. Skill 1: Emotional Self-Awareness ARISE TRAINING & RESEARCH CENTER
  22. 22. Skill 2: Emotional Expression ARISE TRAINING & RESEARCH CENTER
  23. 23. Skill 3: Emotional Awareness of Others “The skill of perceiving and understanding others’ emotions” ARISE TRAINING & RESEARCH CENTER
  24. 24. Skill 4: Emotional Reasoning “The skill of utilizing emotional information (from yourself and others) in reasoning, planning and decision-making ARISE TRAINING & RESEARCH CENTER
  25. 25. Skill 5: Emotional Self-Management The skill of influencing the moods and emotions of others ARISE TRAINING & RESEARCH CENTER