The document summarizes an interview with Daniel Goleman about focus and emotional intelligence. Some key points:
- Goleman discusses three types of focus important for leaders: self-awareness, awareness of others, and outer awareness of the organization/broader systems.
- He argues focus is under threat due to increasing distractions, both external and internal thoughts. Different types of focus are needed in different situations.
- Goleman's model of emotional intelligence has four domains: self-awareness, self-management, social awareness, and relationship management.
- Focus and emotional intelligence are interrelated, as focus supports self-awareness and empathy.
- Leaders often struggle most
Managerial Emotional Intelligence by Adetoun OmoleAdetoun Omole
Today's People Manager must possess a great 'dose' of Emotional Intelligence (E.I) to excel. Find out the benefits of (E.I) and lots more from this presentation... Take Charge! Adetoun Omole (ACIPM)
This is the final report of my project that i made in my Fundamental management course. This report is all about emotional intelligence that how it is helpful in your life
Focus the hidden driver of excellence- SummaryGMR Group
Daniel Goleman begins by explaining how we pay attention, how we focus and how we make fundamental decisions based on an overview of the anatomy of our brain. He explains the difference between “bottom up” thinking, where our more primitive brain (the amygdala) drives basic reactive thought and instinct based fast thought, such as what drives us (food, sex, emotion) and the slower “top down” thinking that emanates from our more advanced pre-frontal cortex or executive functioning brain. Critically to understand how these work one must also understand how they conflict and how they complement one another. Understanding the way the brain works helps us understand and influence whether we merely react or whether we control our thought.
The book then goes on to explore a somewhat eclectic selection of brain functions and attributes that form our thought processes. He explores how we perceive others, or “read” them; the role of empathy in our thinking; how we perceive patterns or fail to; how we act upon immediate threats but largely ignore distant threats; and how these thinking patterns help us to succeed and to fail.
He discusses how not the amount of practice but the quality of practice defines how proficient we are. He challenges the 10,000 hour myth, in which it is argued that a talent or skill is developed to proficiency with 10,000 hours of practice explaining that proficiency and mastery require quality practice for many hours.
An interesting book to read for developing a good Leadership Traits.
The document summarizes key points from the book "Working With Emotional Intelligence" by Daniel Goleman. It discusses that emotional intelligence, not just IQ, is important for success. Emotional intelligence can be learned and improved, unlike IQ which remains largely fixed. It's important for leadership, career success, and performance. Developing emotional competencies like self-awareness, self-regulation, motivation, empathy and social skills can help people excel in their work.
This document provides an overview of emotional intelligence and its importance for networking and relationships. It begins with learning objectives that cover the scriptural foundation, definitions of EI, frameworks for EI, and the importance of relationships and networking. The document then defines EI and discusses frameworks for self-awareness, awareness of others, self-regulation, and intentional action. It emphasizes the importance of these skills for leadership and relationships. Finally, it discusses strategies for networking, improving interpersonal skills, and managing relationships through self-management and proper interaction with others.
Bs 101 module 5a - emotional intelligence (ei)Tamojit Das
The document discusses emotional intelligence and its components. It begins by explaining that emotional intelligence was developed as a psychological theory by Peter Salovey and John Mayer. It then discusses Daniel Goleman's model of emotional intelligence, which includes five components: self-awareness, self-regulation, internal motivation, empathy, and social skills. Each component is defined in more detail. The document also discusses emotional competence, the four domains of emotional intelligence, and twenty related competencies. It explains the importance of emotional intelligence in the workplace and compares emotional intelligence to social intelligence and general intelligence.
Emotional Intelligence-The Secret to Business SuccessSami Nassif
1) Emotional intelligence (EQ) refers to one's ability to understand and manage emotions and social relationships. It has been shown that EQ is often more important than IQ for success, especially in business leadership.
2) Daniel Goleman's research identified five key components of EQ for leaders: self-awareness, self-regulation, motivation, empathy, and social skills. Leaders with strong EQ in these areas tend to outperform those with lower EQ.
3) Studies have found a direct correlation between the EQ of top corporate executives and the financial performance of their companies. High EQ leaders were able to build effective teams and motivate employees, leading to greater productivity and profits.
Managerial Emotional Intelligence by Adetoun OmoleAdetoun Omole
Today's People Manager must possess a great 'dose' of Emotional Intelligence (E.I) to excel. Find out the benefits of (E.I) and lots more from this presentation... Take Charge! Adetoun Omole (ACIPM)
This is the final report of my project that i made in my Fundamental management course. This report is all about emotional intelligence that how it is helpful in your life
Focus the hidden driver of excellence- SummaryGMR Group
Daniel Goleman begins by explaining how we pay attention, how we focus and how we make fundamental decisions based on an overview of the anatomy of our brain. He explains the difference between “bottom up” thinking, where our more primitive brain (the amygdala) drives basic reactive thought and instinct based fast thought, such as what drives us (food, sex, emotion) and the slower “top down” thinking that emanates from our more advanced pre-frontal cortex or executive functioning brain. Critically to understand how these work one must also understand how they conflict and how they complement one another. Understanding the way the brain works helps us understand and influence whether we merely react or whether we control our thought.
The book then goes on to explore a somewhat eclectic selection of brain functions and attributes that form our thought processes. He explores how we perceive others, or “read” them; the role of empathy in our thinking; how we perceive patterns or fail to; how we act upon immediate threats but largely ignore distant threats; and how these thinking patterns help us to succeed and to fail.
He discusses how not the amount of practice but the quality of practice defines how proficient we are. He challenges the 10,000 hour myth, in which it is argued that a talent or skill is developed to proficiency with 10,000 hours of practice explaining that proficiency and mastery require quality practice for many hours.
An interesting book to read for developing a good Leadership Traits.
The document summarizes key points from the book "Working With Emotional Intelligence" by Daniel Goleman. It discusses that emotional intelligence, not just IQ, is important for success. Emotional intelligence can be learned and improved, unlike IQ which remains largely fixed. It's important for leadership, career success, and performance. Developing emotional competencies like self-awareness, self-regulation, motivation, empathy and social skills can help people excel in their work.
This document provides an overview of emotional intelligence and its importance for networking and relationships. It begins with learning objectives that cover the scriptural foundation, definitions of EI, frameworks for EI, and the importance of relationships and networking. The document then defines EI and discusses frameworks for self-awareness, awareness of others, self-regulation, and intentional action. It emphasizes the importance of these skills for leadership and relationships. Finally, it discusses strategies for networking, improving interpersonal skills, and managing relationships through self-management and proper interaction with others.
Bs 101 module 5a - emotional intelligence (ei)Tamojit Das
The document discusses emotional intelligence and its components. It begins by explaining that emotional intelligence was developed as a psychological theory by Peter Salovey and John Mayer. It then discusses Daniel Goleman's model of emotional intelligence, which includes five components: self-awareness, self-regulation, internal motivation, empathy, and social skills. Each component is defined in more detail. The document also discusses emotional competence, the four domains of emotional intelligence, and twenty related competencies. It explains the importance of emotional intelligence in the workplace and compares emotional intelligence to social intelligence and general intelligence.
Emotional Intelligence-The Secret to Business SuccessSami Nassif
1) Emotional intelligence (EQ) refers to one's ability to understand and manage emotions and social relationships. It has been shown that EQ is often more important than IQ for success, especially in business leadership.
2) Daniel Goleman's research identified five key components of EQ for leaders: self-awareness, self-regulation, motivation, empathy, and social skills. Leaders with strong EQ in these areas tend to outperform those with lower EQ.
3) Studies have found a direct correlation between the EQ of top corporate executives and the financial performance of their companies. High EQ leaders were able to build effective teams and motivate employees, leading to greater productivity and profits.
Emotional Intelligence for Everyone 2015 feb-24Anthony Mersino
This document discusses emotional intelligence and its importance for project leaders. It begins by defining emotional intelligence as the ability to monitor one's own and others' emotions, discriminate among them, and use this information to guide thinking and actions. It then presents a framework for project leaders with five components of emotional intelligence: self-awareness, self-management, social awareness, relationship management, and team leadership. Each component is further broken down into relevant skills. The document suggests emotional intelligence is important for listening skills, relationships, leadership, personal well-being, and professional success. It provides examples of emotional self-awareness and self-control. In the end, it introduces the speaker and his background in agile transformation, project management,
This document discusses emotional intelligence and its importance. It defines emotional intelligence as the ability to identify, understand, and manage emotions in oneself and others. The document outlines four key attributes of emotional intelligence: self-awareness, self-management, social awareness, and relationship management. It then describes how emotional intelligence is important for performance at work, physical and mental health, and relationships. Finally, it provides five skills for developing emotional intelligence: reducing stress, emotional awareness, nonverbal communication, using humor and play, and resolving conflicts positively.
This document provides an overview of a presentation on emotional intelligence given by Linda Batty. The presentation objectives are to define emotional intelligence, evaluate the participant's EI, identify the role of EI in the workplace, learn tips to enhance EI, and apply EI principles. It discusses domains of EI competence, differences between IQ and EQ, why EQ is important for work performance, and strategies for managing emotions like handling an emotional hijacking.
This document discusses strategies for improving emotional intelligence to aid career success. It outlines that emotional intelligence involves self-awareness, self-management, social awareness, and relationship management. Developing emotional intelligence skills is important because it predicts job performance and life success more than IQ. The document provides tips for improving skills like empathy, assertiveness, and self-awareness through active listening, understanding other perspectives, managing emotions, and getting feedback. Overall, increasing emotional intelligence can help people perform better at work, lead more effectively, and have stronger relationships.
This document discusses emotional intelligence and its key components. It defines emotional intelligence as involving the ability to understand and manage one's own emotions and recognize emotions in others. The main parts of emotional intelligence discussed are self-awareness, managing emotions, self-motivation, empathy, and relationship skills. Specific skills are provided for each part, like recognizing how one's mood shifts for self-awareness, and calming oneself when angry for managing emotions. The document also covers types of emotions, elements that comprise emotional intelligence, and how to develop it.
Emotional intelligence refers to the ability to recognize and manage emotions in ourselves and in our relationships. There are three main models of emotional intelligence: ability, mixed, and trait. The ability model focuses on accurately perceiving, using, understanding, and managing emotions. The mixed model developed by Daniel Goleman emphasizes emotional and social competencies important for leadership. Research has found emotional intelligence correlates with important work outcomes like job performance, decision-making, creativity, and leadership effectiveness. Assessing and developing emotional intelligence can benefit organizations in areas such as selection, motivation, negotiation, and customer service.
The document discusses the concept of "amygdala hijack" which refers to an emotional response that is immediate, overwhelming and disproportionate to the triggering stimulus. It occurs when the amygdala, the part of the brain that processes threats, is activated by a stimulus that matches a remembered threat. This leads the amygdala to trigger the body's fight or flight response before the rational brain can intervene. Leaders can unintentionally trigger amygdala hijacks in their teams through disrespectful, unappreciative or critical behavior, poisoning the entire organization's emotional health and performance. Repeated hijacks may indicate unresolved emotional patterns that need to be addressed.
This document summarizes research on emotional intelligence and its effect on leadership styles. It discusses three main models of emotional intelligence: the ability model, trait emotional intelligence model, and mixed model. It also examines the relationship between emotional intelligence and transformational leadership styles. The researcher conducted qualitative interviews with employees to understand their managers' leadership styles and levels of emotional intelligence. Preliminary findings showed engineering managers exhibited more commanding styles while non-engineering managers used more coaching and democratic approaches. One interview raised concerns about a new manager perceived as unqualified and bullying subordinates.
Emotional intelligence: An Essential Mind & Skill Set for Social Workers(mostly) TRUE THINGS
Social workers deal with complex situations that require a high degree of of self-awareness, situational awareness, creative thinking and collaboration with others. Emotional Intelligence is a model for personal and professional development that cultivates these skills that empower social workers to manage a high degree of stress effectively. Emotional Intelligence is also a way to sustain creative energy for the challenges of the work and prevent burn-out. This power point was created for the Power of Social Work Conference, presented on March 21, 2014 in Albany, NY.
Emotional Intelligence Presentation Wharton School Wpwprchintapalli
This document summarizes a management conference about emotional intelligence and leadership. It discusses how emotional intelligence contributes 80% to career success and life fulfillment, compared to only 20% for cognitive intelligence. Emotional intelligence involves self-awareness, managing emotions, being motivated, having empathy, and strong social skills. The document asserts that leaders with high emotional intelligence have lower staff turnover and create a more innovative environment, while leaders with low emotional intelligence can have low morale among their teams. Overall, it argues that emotional intelligence is crucial for effective leadership, allowing one to overcome obstacles, build networks, manage conflicts, and gain influence.
1) Higher emotional intelligence is associated with better leadership skills like participative management, self-awareness, and maintaining balance between work and personal life.
2) Specific emotional intelligence abilities like impulse control, stress tolerance, and empathy are related to how supervisors rate certain leadership behaviors.
3) A lack of emotional intelligence can be related to career derailment for managers. Developing emotional skills may help prevent derailment issues.
This document discusses emotional intelligence and its impact on leadership effectiveness. It begins by defining emotional intelligence as involving self-awareness, self-regulation, motivation, empathy, and social skills. Research has shown that leaders who outperform their peers have mastered these aspects of emotional intelligence. The document then examines different models of emotional intelligence, tools for measuring emotional intelligence like the BarOn EQ-i and EQ-360, and research linking higher emotional intelligence to better leadership performance. It concludes that developing emotional intelligence competencies is important for leadership success and that leadership requires long-term development, not just short training courses.
This document discusses emotional intelligence and its impact on leadership effectiveness. It begins by defining emotional intelligence as involving self-awareness, self-regulation, motivation, empathy, and social skills. Research has shown that leaders who outperform their peers have mastered these aspects of emotional intelligence. The document then examines different models of emotional intelligence, tools for measuring emotional intelligence like the BarOn EQ-i and EQ-360, and research linking higher emotional intelligence to better leadership performance. It concludes that developing emotional intelligence competencies is important for leadership success and that leadership requires long-term development, not just short training courses.
The document is a presentation on emotional intelligence given by Marty Murphy. It discusses the concept of emotional intelligence and its importance for leadership. It outlines the 7 skills of emotional intelligence - emotional self-awareness, emotional expression, emotional awareness of others, emotional reasoning, emotional self-management, emotional management of others, and emotional self-control. For each skill, it provides an explanation and examples of effective and ineffective behaviors. The presentation emphasizes that developing these emotional intelligence skills can improve leadership effectiveness and business outcomes.
This document summarizes a workshop on emotional intelligence presented by Dr. Maynard Brusman. The workshop discusses defining emotional intelligence and its five domains. Research shows that emotional intelligence is twice as important as IQ for leadership success. Developing emotional intelligence can improve motivation, teamwork, change management and relationships. The workshop teaches participants to increase self-awareness, self-regulation, motivation, empathy and social skills to become more emotionally intelligent. An assessment and action planning exercise helps participants understand their strengths and areas for growth.
emotional intelligence:the key to leadershipemotionalkaren
This document discusses emotional intelligence (EI) and its importance for leadership, particularly clinical leadership. It provides background on the concept of EI, how it relates to leadership abilities, and its role in achieving innovations like a significant event audit. The author advocates developing EI competencies to strengthen leadership skills and facilitate positive team behaviors and changes through visionary leadership guided by both logical and emotional factors.
* Online course: https://www.voiceofthebusinessacademy.com/course/emotional-intelligence-ei-leadership-development
Emotional Intelligence (EI) is the ability to understand and manage your own emotions, and those of the people on your team or around you. People with a high degree of emotional intelligence know what they're feeling, what their emotions mean, and how these emotions can impact others.
For leaders, having emotional intelligence is essential for success in business. The five primary elements of emotional intelligence are self-awareness, self-regulation, motivation, empathy, and social skills. To be effective, the better a leader relates to and works with others, the more successful they will be.
This webinar will step you through all of the elements of emotional intelligence and how to incorporate them into your leadership development to improve relationships, build trust, and create a teamwork culture. The more that you, as a leader, manage each of these elements, the higher your emotional intelligence. So, let's look at each element in more detail and examine how you can grow as a leader.
What is Emotional Intelligence. How to develop your Emotional Intelligence.
Presentation made by Philippe Grall, Executive Coach & Trainer.
President of Equilibre Inc.
www.e-quilibre.jp
This document discusses emotional intelligence, including its components and importance. It defines emotional intelligence as the ability to recognize our own feelings and those of others to motivate ourselves and manage emotions well. The five components are self-awareness, self-regulation, self-motivation, social awareness, and social skills. Developing these skills is important for career success, relationships, and leadership. Strategies for improving emotional intelligence include mindfulness, recognizing emotions, understanding what causes feelings, and developing empathy and listening skills.
Daniel Goleman popularized the concept of emotional intelligence in his 1995 best-selling book. Emotional intelligence refers to the ability to perceive, understand, and manage emotions and involves skills such as self-awareness, self-regulation, social awareness, and relationship management. Research shows that emotional intelligence may be more important than IQ for leadership effectiveness, as emotionally intelligent leaders can inspire followers and manage relationships. While some argue that emotional intelligence concepts lack clarity and predictive power, the idea of emotional intelligence remains influential in models of leadership development and performance.
Emotional Intelligence And Interpersonal IntelligenceAngie Willis
Emotional intelligence is the ability to understand and manage emotions in ourselves and others. It allows humans to comprehend facial expressions and emotions, which is essential for human interaction and survival. People with high emotional intelligence have the ability to recognize emotions in themselves and others and relate to people in a way that draws them in. They know how to help and understand others better.
The role of emotional intelligence in effective leadershipAyorinde Oduroye
The document discusses the importance of emotional intelligence for effective leadership. It defines emotional intelligence as the ability to understand and manage one's own emotions and the emotions of others. Research shows emotional intelligence is strongly linked to job performance and career success. Leaders who lack emotional intelligence are more likely to fail due to an inability to control their emotions in difficult situations. Developing emotional intelligence can help leaders build stronger relationships, reduce conflicts, and handle stress more effectively.
Emotional Intelligence for Everyone 2015 feb-24Anthony Mersino
This document discusses emotional intelligence and its importance for project leaders. It begins by defining emotional intelligence as the ability to monitor one's own and others' emotions, discriminate among them, and use this information to guide thinking and actions. It then presents a framework for project leaders with five components of emotional intelligence: self-awareness, self-management, social awareness, relationship management, and team leadership. Each component is further broken down into relevant skills. The document suggests emotional intelligence is important for listening skills, relationships, leadership, personal well-being, and professional success. It provides examples of emotional self-awareness and self-control. In the end, it introduces the speaker and his background in agile transformation, project management,
This document discusses emotional intelligence and its importance. It defines emotional intelligence as the ability to identify, understand, and manage emotions in oneself and others. The document outlines four key attributes of emotional intelligence: self-awareness, self-management, social awareness, and relationship management. It then describes how emotional intelligence is important for performance at work, physical and mental health, and relationships. Finally, it provides five skills for developing emotional intelligence: reducing stress, emotional awareness, nonverbal communication, using humor and play, and resolving conflicts positively.
This document provides an overview of a presentation on emotional intelligence given by Linda Batty. The presentation objectives are to define emotional intelligence, evaluate the participant's EI, identify the role of EI in the workplace, learn tips to enhance EI, and apply EI principles. It discusses domains of EI competence, differences between IQ and EQ, why EQ is important for work performance, and strategies for managing emotions like handling an emotional hijacking.
This document discusses strategies for improving emotional intelligence to aid career success. It outlines that emotional intelligence involves self-awareness, self-management, social awareness, and relationship management. Developing emotional intelligence skills is important because it predicts job performance and life success more than IQ. The document provides tips for improving skills like empathy, assertiveness, and self-awareness through active listening, understanding other perspectives, managing emotions, and getting feedback. Overall, increasing emotional intelligence can help people perform better at work, lead more effectively, and have stronger relationships.
This document discusses emotional intelligence and its key components. It defines emotional intelligence as involving the ability to understand and manage one's own emotions and recognize emotions in others. The main parts of emotional intelligence discussed are self-awareness, managing emotions, self-motivation, empathy, and relationship skills. Specific skills are provided for each part, like recognizing how one's mood shifts for self-awareness, and calming oneself when angry for managing emotions. The document also covers types of emotions, elements that comprise emotional intelligence, and how to develop it.
Emotional intelligence refers to the ability to recognize and manage emotions in ourselves and in our relationships. There are three main models of emotional intelligence: ability, mixed, and trait. The ability model focuses on accurately perceiving, using, understanding, and managing emotions. The mixed model developed by Daniel Goleman emphasizes emotional and social competencies important for leadership. Research has found emotional intelligence correlates with important work outcomes like job performance, decision-making, creativity, and leadership effectiveness. Assessing and developing emotional intelligence can benefit organizations in areas such as selection, motivation, negotiation, and customer service.
The document discusses the concept of "amygdala hijack" which refers to an emotional response that is immediate, overwhelming and disproportionate to the triggering stimulus. It occurs when the amygdala, the part of the brain that processes threats, is activated by a stimulus that matches a remembered threat. This leads the amygdala to trigger the body's fight or flight response before the rational brain can intervene. Leaders can unintentionally trigger amygdala hijacks in their teams through disrespectful, unappreciative or critical behavior, poisoning the entire organization's emotional health and performance. Repeated hijacks may indicate unresolved emotional patterns that need to be addressed.
This document summarizes research on emotional intelligence and its effect on leadership styles. It discusses three main models of emotional intelligence: the ability model, trait emotional intelligence model, and mixed model. It also examines the relationship between emotional intelligence and transformational leadership styles. The researcher conducted qualitative interviews with employees to understand their managers' leadership styles and levels of emotional intelligence. Preliminary findings showed engineering managers exhibited more commanding styles while non-engineering managers used more coaching and democratic approaches. One interview raised concerns about a new manager perceived as unqualified and bullying subordinates.
Emotional intelligence: An Essential Mind & Skill Set for Social Workers(mostly) TRUE THINGS
Social workers deal with complex situations that require a high degree of of self-awareness, situational awareness, creative thinking and collaboration with others. Emotional Intelligence is a model for personal and professional development that cultivates these skills that empower social workers to manage a high degree of stress effectively. Emotional Intelligence is also a way to sustain creative energy for the challenges of the work and prevent burn-out. This power point was created for the Power of Social Work Conference, presented on March 21, 2014 in Albany, NY.
Emotional Intelligence Presentation Wharton School Wpwprchintapalli
This document summarizes a management conference about emotional intelligence and leadership. It discusses how emotional intelligence contributes 80% to career success and life fulfillment, compared to only 20% for cognitive intelligence. Emotional intelligence involves self-awareness, managing emotions, being motivated, having empathy, and strong social skills. The document asserts that leaders with high emotional intelligence have lower staff turnover and create a more innovative environment, while leaders with low emotional intelligence can have low morale among their teams. Overall, it argues that emotional intelligence is crucial for effective leadership, allowing one to overcome obstacles, build networks, manage conflicts, and gain influence.
1) Higher emotional intelligence is associated with better leadership skills like participative management, self-awareness, and maintaining balance between work and personal life.
2) Specific emotional intelligence abilities like impulse control, stress tolerance, and empathy are related to how supervisors rate certain leadership behaviors.
3) A lack of emotional intelligence can be related to career derailment for managers. Developing emotional skills may help prevent derailment issues.
This document discusses emotional intelligence and its impact on leadership effectiveness. It begins by defining emotional intelligence as involving self-awareness, self-regulation, motivation, empathy, and social skills. Research has shown that leaders who outperform their peers have mastered these aspects of emotional intelligence. The document then examines different models of emotional intelligence, tools for measuring emotional intelligence like the BarOn EQ-i and EQ-360, and research linking higher emotional intelligence to better leadership performance. It concludes that developing emotional intelligence competencies is important for leadership success and that leadership requires long-term development, not just short training courses.
This document discusses emotional intelligence and its impact on leadership effectiveness. It begins by defining emotional intelligence as involving self-awareness, self-regulation, motivation, empathy, and social skills. Research has shown that leaders who outperform their peers have mastered these aspects of emotional intelligence. The document then examines different models of emotional intelligence, tools for measuring emotional intelligence like the BarOn EQ-i and EQ-360, and research linking higher emotional intelligence to better leadership performance. It concludes that developing emotional intelligence competencies is important for leadership success and that leadership requires long-term development, not just short training courses.
The document is a presentation on emotional intelligence given by Marty Murphy. It discusses the concept of emotional intelligence and its importance for leadership. It outlines the 7 skills of emotional intelligence - emotional self-awareness, emotional expression, emotional awareness of others, emotional reasoning, emotional self-management, emotional management of others, and emotional self-control. For each skill, it provides an explanation and examples of effective and ineffective behaviors. The presentation emphasizes that developing these emotional intelligence skills can improve leadership effectiveness and business outcomes.
This document summarizes a workshop on emotional intelligence presented by Dr. Maynard Brusman. The workshop discusses defining emotional intelligence and its five domains. Research shows that emotional intelligence is twice as important as IQ for leadership success. Developing emotional intelligence can improve motivation, teamwork, change management and relationships. The workshop teaches participants to increase self-awareness, self-regulation, motivation, empathy and social skills to become more emotionally intelligent. An assessment and action planning exercise helps participants understand their strengths and areas for growth.
emotional intelligence:the key to leadershipemotionalkaren
This document discusses emotional intelligence (EI) and its importance for leadership, particularly clinical leadership. It provides background on the concept of EI, how it relates to leadership abilities, and its role in achieving innovations like a significant event audit. The author advocates developing EI competencies to strengthen leadership skills and facilitate positive team behaviors and changes through visionary leadership guided by both logical and emotional factors.
* Online course: https://www.voiceofthebusinessacademy.com/course/emotional-intelligence-ei-leadership-development
Emotional Intelligence (EI) is the ability to understand and manage your own emotions, and those of the people on your team or around you. People with a high degree of emotional intelligence know what they're feeling, what their emotions mean, and how these emotions can impact others.
For leaders, having emotional intelligence is essential for success in business. The five primary elements of emotional intelligence are self-awareness, self-regulation, motivation, empathy, and social skills. To be effective, the better a leader relates to and works with others, the more successful they will be.
This webinar will step you through all of the elements of emotional intelligence and how to incorporate them into your leadership development to improve relationships, build trust, and create a teamwork culture. The more that you, as a leader, manage each of these elements, the higher your emotional intelligence. So, let's look at each element in more detail and examine how you can grow as a leader.
What is Emotional Intelligence. How to develop your Emotional Intelligence.
Presentation made by Philippe Grall, Executive Coach & Trainer.
President of Equilibre Inc.
www.e-quilibre.jp
This document discusses emotional intelligence, including its components and importance. It defines emotional intelligence as the ability to recognize our own feelings and those of others to motivate ourselves and manage emotions well. The five components are self-awareness, self-regulation, self-motivation, social awareness, and social skills. Developing these skills is important for career success, relationships, and leadership. Strategies for improving emotional intelligence include mindfulness, recognizing emotions, understanding what causes feelings, and developing empathy and listening skills.
Daniel Goleman popularized the concept of emotional intelligence in his 1995 best-selling book. Emotional intelligence refers to the ability to perceive, understand, and manage emotions and involves skills such as self-awareness, self-regulation, social awareness, and relationship management. Research shows that emotional intelligence may be more important than IQ for leadership effectiveness, as emotionally intelligent leaders can inspire followers and manage relationships. While some argue that emotional intelligence concepts lack clarity and predictive power, the idea of emotional intelligence remains influential in models of leadership development and performance.
Emotional Intelligence And Interpersonal IntelligenceAngie Willis
Emotional intelligence is the ability to understand and manage emotions in ourselves and others. It allows humans to comprehend facial expressions and emotions, which is essential for human interaction and survival. People with high emotional intelligence have the ability to recognize emotions in themselves and others and relate to people in a way that draws them in. They know how to help and understand others better.
The role of emotional intelligence in effective leadershipAyorinde Oduroye
The document discusses the importance of emotional intelligence for effective leadership. It defines emotional intelligence as the ability to understand and manage one's own emotions and the emotions of others. Research shows emotional intelligence is strongly linked to job performance and career success. Leaders who lack emotional intelligence are more likely to fail due to an inability to control their emotions in difficult situations. Developing emotional intelligence can help leaders build stronger relationships, reduce conflicts, and handle stress more effectively.
This document discusses emotional intelligence and its importance in everyday life and at work. It begins by explaining that emotional intelligence involves being aware of one's own emotions and the emotions of others, and how to deal with emotions, as they affect how people handle issues. It then provides more details on two models of emotional intelligence - the ability model and mixed model. The ability model involves four skills: emotional perception, emotional facilitation of thought, understanding emotions, and managing emotions. The mixed model combines emotional and mental abilities with emotional traits.
Physician practice managers need strong leadership skills to successfully manage a practice. While skills like communication, problem solving, and business acumen are important, emotional intelligence skills are particularly crucial. Emotional intelligence includes self-awareness, self-regulation, motivation, empathy, and social skills. These skills allow managers to understand themselves and others, control disruptive impulses, motivate employees, empathize with staff, and build relationships. Managers with emotional intelligence are able to create a positive work environment and culture with satisfied employees, leading to good patient experiences and satisfaction.
Emotional intelligence is twice as important as IQ in predicting career success. It involves self-awareness, self-management, social awareness, and relationship management. Leaders with high emotional intelligence know their strengths and weaknesses, manage their emotions well, read social situations effectively, and build strong relationships. Developing emotional intelligence is important for leadership success. While emotional intelligence is not fixed, it can be increased through self-reflection, getting feedback, practicing new behaviors, and developing supportive relationships.
Emotional intelligence is twice as important as IQ in predicting career success. It involves self-awareness, self-management, social awareness, and relationship management. Leaders with high emotional intelligence know their strengths and weaknesses, manage their emotions well, read social situations effectively, and build strong relationships. Developing emotional intelligence is important for leadership success. While emotional intelligence is not fixed, it can be increased through self-reflection, getting feedback, practicing new behaviors, and building supportive relationships.
Empathy in leadership : how will it serve the leaders and the team?
Much has been talked about the need for leaders to have empathy. At the same time, the conversation of how to develop empathy and on whether empathy can be learned or not has surfaced too.
Before we go into how empathy can be developed, let's take a look at how empathy helps leaders to be more effective with their team and what to be cautious on ie on how empathy can go wrong.
Yes, you read that right. It CAN go wrong, if it's not exercised with other EQ competencies and it can lead to burnout.
I believe this has been one of the major reasons why some leaders are very cautious or even reluctant about exercising empathy with their team.
Let me know what do you think.
The document discusses emotional intelligence (EI) and Daniel Goleman's work on the topic. It provides definitions of EI, outlines the training objectives which are to understand the importance of EI, types of emotions, difference between IQ and EQ, core abilities and competencies of EI. It then discusses Goleman's background, provides statistics on lack of motivation and failure of change initiatives. Further, it explains the four core abilities of EI - self awareness, self management, social awareness and relationship management. It also outlines the five competencies of EI and key skills to develop EI.
Daniel Goleman is a psychologist and science journalist who wrote about emotional intelligence in his bestselling book Working with Emotional Intelligence. The book discusses what emotional intelligence is, its importance, and its four main components: self-awareness, self-management, social awareness, and relationship management. Studies have shown that emotional intelligence is essential for effective leadership and impacts work performance, as managers with higher emotional intelligence tend to be more successful. Understanding and managing emotions helps individuals and leaders handle interpersonal interactions, motivate teams, and improve work outcomes. The book argues that emotional intelligence is a learned skill that can be developed to achieve better results.
The document discusses emotional intelligence, including its history and models. It describes Salovey and Mayer's initial definition of emotional intelligence as monitoring emotions in oneself and others to guide thinking and actions. Three main models are discussed: ability, trait, and mixed. The ability model focuses on cognitive skills while trait and mixed models incorporate personality factors. Key components of emotional intelligence include self-awareness, self-regulation, motivation, empathy, and social skills. High emotional intelligence is important for leadership, performance, and relationships.
The document discusses emotional intelligence in management. It defines emotional intelligence as having four abilities: recognizing emotions, using emotions to assist thought, being aware of emotions, and managing emotions. It notes that emotional intelligence is important for career development and leadership. Developing emotional intelligence involves focusing on personal and social competence through practices like paying attention to one's and others' emotions.
Emotional intelligence refers to the ability to perceive, understand, and manage emotions. Researchers have identified four factors of emotional intelligence: perceiving emotions, reasoning with emotions, understanding emotions, and managing emotions. While some believe emotional intelligence is innate, others argue it can be learned and strengthened over time by developing key abilities from infancy like recognizing facial expressions and tones of voice to delay impulsive responses. True emotional intelligence involves continuously strengthening these mental abilities, not just aiming to have positive attributes, in order to effectively cope with life's emotional challenges.
The document discusses emotional intelligence, including its history and key components. It notes that emotional intelligence involves self-awareness, self-regulation, motivation, empathy, and social skills. These skills allow one to effectively identify and manage one's own emotions and understand and relate to others. The document traces ideas around concepts like social intelligence back to the 1930s and highlights Daniel Goleman's 1995 book as popularizing the modern concept of emotional intelligence.
Secretary of the Air Force Deborah Lee James called for Bold.docxkenjordan97598
Secretary of the Air Force Deborah Lee James called for Bold Leadership. But what does bold leadership mean, and what does it look like? Boldness takes courage and courage is product of vulnerability. To get to a place of bold leadership, first leaders must understand the many complex emotions that are a part of leadership (uncertainty, risk and emotional exposure) and how to manage or make use of them in a way that's healthy and productive so they can be a powerful source of influence and motivation rather than seeking to repress or ignore them or letting them spiral out of control.
These are my notes/thoughts so far, and would appreciate an opportunity to discuss/determine how to best capture these themes. I only provide this to give you a general idea of what I'm thinking. I'm not tied to any of this, and am open to feedback.
- Leading is about people – if done right it is an emotional experience, a leaders own emotions, beliefs and biases play a large role in who they are as a leader and their effectiveness.
- Leadership roles constantly generate feelings of vulnerability, but leaders are typically conditioned to hide their vulnerabilities at all costs. Leaders need to cultivate the ability to be vulnerable without feeling compelled to close themselves down in an attempt to safeguard or project the image he or she has been taught is that of a successful leader. Leaders have to develop a sense of comfort with discomfort, and understand the emotions behind it in order to r
- The ability to do this is of critical importance to a leader, for leaders not only not only manage their own emotions, but also need to be aware of the significant impact his or her emotions have on everyone around them (positive or negative). Science has shown that emotions are literally contagious--we sense them in others, pick them up and pass them on--and people are even more sensitive to the emotions of those in leadership positions or if viewed as having a high status.
Therefore understanding emotions, and having the skill set to leverage this dynamic effectively provides a leader tremendous advantage.
Leaders need to have a better understanding of the emotions that are inherent to leadership, and how to manage or make use of them in a way that's healthy and productive so they can be a powerful source of influence and motivation rather than seeking to repress or ignore them or letting them spiral out of control.
- Leadership is an inside-outside game. Leaders have to look in to see out. How we think about things impacts what we do. In today’s frenetic world, we’re often so busy doing things that we don’t notice our thinking—our Inner Operating System, which then takes on a life of its own and it is often hidden from our view. We are caught in our own habitual patterns, without noticing, at high cost since the inner life impacts personal effectiveness, creativity, innovation, and performance.
USAF Secretary James called for bold leadership in fa.
The Skills And Knowledge I Learned Through The CourseVictoria Burke
The document discusses the relationship between social anxiety and emotional intelligence among adults. It defines emotional intelligence as the ability to manage and identify one's own emotions and those of others, while social anxiety is the fear of interacting with people that creates feelings of self-consciousness or being negatively judged. The document hypothesizes that adults with high social anxiety will have poorer emotional intelligence, especially self-control, during social interactions. It aims to clarify the correlation between social anxiety and emotional intelligence levels among adults.
Review of International Comparative Management .docxmichael591
Review of International Comparative Management Volume 16, Issue 3, July 2015 335
The New Intelligence, the New Leader
and the Organizational Stress
Mircea Aurel NIȚĂ1
Keywords: Spiritual leader, the new intelligence, quantum intelligence, self-
coherence, transdiciplinarity.
JEL classification: H83, D73, O30
Introduction
The last tendencies in management approach, or better yet, in leadership
approach, promotes new features of the leader, starting with the most necessary and
important quality – intelligence. Thus, experts in professional training recall four
types of intelligence. Physical intelligence or the ability to do (PQ), which asserts
the physical ability to do things, to meet tasks, to meet objectives. This requires
1 Mircea Aurel NIȚĂ, National School of Political and Administrative Studies,
Faculty of Public Administration, Email: [email protected]
Abstract
This paper aims a new trend in Leadership applicable to both public and private
sector, and the relationship between organizational stress, types of intelligence and
types of leaders. Based on the types of intelligence, the paper shows the types of
leaders and their profile. Of the three known types of intelligence: logical - rational
intelligence, emotional intelligence and spiritual or quantum intelligence, this work
mainly aims to develop general skills specific to Spiritual intelligence, because it
harmonizes and integrates the characteristics of the other two types of intelligence. It
have been proposed to analyse the types of leaders and the related general
competences according to the criterion of "intelligence". Therefore, the authoritarian
leader's intelligence corresponds collocation - to do, for the intellectual leader it
corresponds the intelligence of thinking, for the charismatic leader it corresponds the
intelligence of feeling, while for the spiritual leader's intelligence the main
characteristic is to give. Human resource in public administration as in private sector
too, is facing more and more with organizational and occupational stress. Thus, new
management is needed in order to apply the principles of the transdisciplinarity –
which uses levels of reality, and the holistic education in order to prepare future
quantum leaders. In addition to other types of leaders, a spiritual leader’s features
includes new abilities: they know how to integrate the various aspects of the
surrounding reality, to harmonize the extra-psychic with the intra-psychic plans and
ensure self-coherence through a new way of thinking. By intelligence characteristics
provided, the spiritual leader in public administration is the leader at the service of
others, having a component of compassion.
336 Volume 16, Issue 3, July 2015 Review of International Comparative Management
physical .
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A375 Example Taste the taste of the Lord, the taste of the Lord The taste of...franktsao4
It seems that current missionary work requires spending a lot of money, preparing a lot of materials, and traveling to far away places, so that it feels like missionary work. But what was the result they brought back? It's just a lot of photos of activities, fun eating, drinking and some playing games. And then we have to do the same thing next year, never ending. The church once mentioned that a certain missionary would go to the field where she used to work before the end of his life. It seemed that if she had not gone, no one would be willing to go. The reason why these missionary work is so difficult is that no one obeys God’s words, and the Bible is not the main content during missionary work, because in the eyes of those who do not obey God’s words, the Bible is just words and cannot be connected with life, so Reading out God's words is boring because it doesn't have any life experience, so it cannot be connected with human life. I will give a few examples in the hope that this situation can be changed. A375
A Free eBook ~ Valuable LIFE Lessons to Learn ( 5 Sets of Presentations)...OH TEIK BIN
A free eBook comprising 5 sets of PowerPoint presentations of meaningful stories /Inspirational pieces that teach important Dhamma/Life lessons. For reflection and practice to develop the mind to grow in love, compassion and wisdom. The texts are in English and Chinese.
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This manual will guide you through basic skills and tasks to help you get started with various aspects of Magic. Each section is designed to be easy to follow, with step-by-step instructions.
The Hope of Salvation - Jude 1:24-25 - MessageCole Hartman
Jude gives us hope at the end of a dark letter. In a dark world like today, we need the light of Christ to shine brighter and brighter. Jude shows us where to fix our focus so we can be filled with God's goodness and glory. Join us to explore this incredible passage.
Why is this So? ~ Do Seek to KNOW (English & Chinese).pptxOH TEIK BIN
A PowerPoint Presentation based on the Dhamma teaching of Kamma-Vipaka (Intentional Actions-Ripening Effects).
A Presentation for developing morality, concentration and wisdom and to spur us to practice the Dhamma diligently.
The texts are in English and Chinese.
1. 10 / Rotman Management Winter 2014
by Karen Christensen
The renowned psychologist and Emotional
Intelligence pioneer describes the importance of focus
and self-mastery for leadership excellence.
Thought Leader Interview:
Daniel Goleman
Your latest book is about a skill that you call “the hidden driv-
er of excellence”. Tell us about it.
My new book is about the power of focus, and the brain systems
involved in training our attention. I argue that leaders need to
be adept at three varieties of focus. The first is self-awareness,
and as a result of that, the ability to manage your own emotions;
the second is awareness of other people; and the third is an outer
focus, whether it’s an awareness of your organization as a whole
or a larger sense of the broader systems that affect your indus-
try. The largest possible lens for our focus encompasses global
systems and considers the needs of everyone — including the
powerless and the poor — peering far ahead in time.
Leaders need all three types of focus — in full strength and in
balance — in order to perform optimally.
How did you come to see focus as such an integral skill?
In a collective sense, our ability to focus is under siege. Our kids
are growing up in an environment with more distractions than
at any other time in human history; and for many adults, it’s not
even the noise around us that is the most powerful distractor,
it’s the chatter in our own minds. On the bright side, our under-
standing of focus and attention is now at a point where we have
more science than ever and a greater understanding of it.
Focus encompasses a variety of skills, each of which is im-
portant in different circumstances. One well known type of focus
is concentration, which entails being able to pay attention here
while ignoring what’s coming at you over there. Another form of
focus is ‘open presence’, which entails just being with the person
who is right in front of you and paying full attention in the mo-
ment. A third form is ‘free association’, which is a very different
kind of focus where you let your mind wander wherever it wants.
This is essential for creativity and innovation. In the book I talk
about lots of other forms of focus.
The key is to recognize which kind of focus you need in a
given situation, and to be able to achieve it. The data is showing
us that the ability to pay attention well — in the right way at the
right time — is absolutely critical to top performance.
You are best known as a pioneer of the concept of Emotional
Intelligence (‘EI’). What are the key elements of your model
of EI?
In my view there are four domains of Emotional Intelligence.
The first is self-awareness; knowing what drives you, how you’re
feeling and why you are feeling that way. Basically, being able
ILLUSTRATIONBYLISASMITH
2.
3. 12 / Rotman Management Winter 2014
When it comes to excelling on the job, which is more impor-
tant, EI or IQ?
There is a widespread misconception that I favour emotional
intelligence above regular intelligence. To be clear, I don’t; I
think they’re both extremely important. Every leader must
have a very high level of intelligence and business expertise.
But I’ve talked to countless people who do C-level recruiting,
and they tell me that when executives fail, it is invariably the
case that they were hired for intelligence and expertise, but
fired for a lack of emotional intelligence. So the prerequisite —
the threshold ability — is high intelligence; but over and above
that, what distinguishes star leaders is their emotional intelli-
gence skill set.
In your experience, which aspects of EI and focus do leaders
tend to have the most trouble with?
A colleague of mine, Cary Cherniss, who heads up the Consor-
tium for Research on Emotional Intelligence in Organiza-
tions, has analyzed competence models in a variety of organiza-
tions and has found that the domain that is most often left out
is self-awareness, which requires an inward focus on and attention
to the self. This is understandable because it’s the least-visible
of the four domains of EI; but as indicated, you cannot prog-
ress to self-management or empathy without a strong degree of
self-awareness.
When leaders are complained about behind their backs,
people often say things like, ‘He just doesn’t get it’ or ‘He doesn’t
understand us’. In short, he doesn’t empathize. There are three
different kinds of empathy. The first is cognitive empathy: I
know how you see things, and I can take your perspective. Man-
agers who rate high on this kind of empathy are able to get better
than expected performance from employees, because they can
put things in terms that people can understand, and that moti-
vates them. The way to improve on this is to talk to people about
how they see things, so you can get an idea of what their mental
models are.
The second type is emotional empathy: I feel with you. This
is the basis for rapport and chemistry between people. Those
who excel at emotional empathy make good counselors, teach-
ers and group leaders because of their ability to sense, in the
moment, how others are reacting. And the third type of empa-
thy is empathic concern: I sense that you need some help and
I am ready to give it. Those with empathic concern are the good
citizens in a group, organization or community who voluntarily
help out as needed.
to think productively about your feelings. The second aspect
is self-management, which is built upon self-awareness. In the
business realm, this doesn’t mean suppressing your emotions,
because it’s important to display evidence of passion and moti-
vation in the workplace. Self-management means being able to
manage stress and anxiety and other emotional states that affect
your ability to think clearly; in other words, being able to ‘handle
yourself’. Particularly in times of crisis, people look to their lead-
ers to see if they will be okay or not, and that’s why the leader’s
first act is leading himself or herself.
The third aspect of emotional intelligence is social aware-
ness, or empathy, which means being able to understand some-
one else’s perspective, to sense how they’re feeling and have
appropriate concern for them. This includes supporting people
and letting them know that it’s safe to take smart risks, for ex-
ample. Finally, the fourth aspect is relationship management
skills. In the realm of management, things like negotiation,
managing conflict, cooperation and teamwork are more impor-
tant than ever.
How does focus relate to EI?
Emotional intelligence demands focus as a prerequisite, because
paying attention within ourselves leads to self-awareness, and
paying attention to others builds empathy.
You have said that the best leadership is ‘primal’. How so?
When people talk about great leaders, words like ‘strategy’ and
‘vision’ come up a lot, and the emotional impact of what a leader
says and does is overlooked. The reality is much more primal:
great leadership actually works through human emotions. You
can get everything else right — hiring, strategy, innovation — but
if you fail to drive peoples’ emotions in the right direction, noth-
ing will work as well as it could.
The emotional task of the leader is ‘primal’ in two ways:
it is both the original and the most important act of leadership.
Throughout history, the leader in any group has been the one
to whom others look for assurance and clarity when faced with
uncertainty or threat, or when there’s a job to be done. In modern
organizations, this ‘primordial’ emotional task is largely invis-
ible, but driving collective emotions in a positive direction — and
clearing away the ‘smog’ of toxic emotions — remains foremost
on the list of a leader’s tasks. Understanding the powerful role
of emotions in the workplace is what sets the best leaders apart
from the rest. But all leadership contains this dimension — for
better or for worse.
You can get everything else right, but if you fail to drive peoples’ emotions
in the right direction, nothing will work as well as it could.
4. Rotman Management Winter 2014 / 13
These three abilities give a leader an emotionally-secure
base, creating an environment where people feel supported, un-
derstood and trusted. In general, the more emotionally-demand-
ing the work, the more empathic a leader needs to be.
What is a ‘neural hijack’, and how common are they?
In the brain’s ‘blueprint’, the amygdala holds a privileged posi-
tion: it is the brain’s radar for threat and the trigger point for emo-
tional distress, anger, impulse and fear. If it detects a threat, in an
instant it can take over the rest of your brain, and you have what’s
called an amygdala hijack.
Whenever someone gets upset at work, has an outburst or
loses their temper, it is a sign that their ‘fight or flight’ response
has been triggered and basically, their brain has declared an
emergency when it really isn’t an emergency situation. To man-
age any real crisis well, you need to manage your emotions well,
too. Amygdala hijacks are never helpful, particularly in leaders.
They can actually damage relationships and connections with
the people around you. That’s why self-management is so impor-
tant for good leadership.
Unfortunately, in an economy with great uncertainty, there
is lots of free-floating fear in the air: people fear for their jobs and
for their financial security. In such an environment, many people
are operating day-to-day with what amounts to a chronic, low-
grade amygdala hijack.
What should we do when we get ‘hijacked’?
First, you have to realize it’s happening. Hijacks can last for sec-
onds, minutes, days or weeks. For some people it may seem be
their ‘normal’ state; they get used to always being angry or fear-
ful, and this can lead to conditions like anxiety disorders or de-
pression.
One way to get out of a hijack is to talk yourself out of it.
Reason with yourself and challenge what you are telling yourself.
If the trigger was something someone else did or said, you can
apply some empathy and imagine yourself in that person’s posi-
tion. ‘Maybe he treated me that way because he is under a lot of
pressure’. There are also biological interventions. You can use a
method like meditation or relaxation to calm yourself down. This
works best during a hijack when you have practiced it regularly,
even daily; you can’t just invoke these methods out of the blue.
Another remedy is mindfulness. In the most popular form of
mindfulness, you cultivate a ‘hovering’ presence to your experi-
ence in the moment — an awareness that is non-judgmental and
non-reactive to whatever thoughts or feelings arise in your mind.
This can be a very effective method for decompressing and get-
ting into a relaxed and balanced state.
You have said that whether we know it or not, we are con-
stantly impacting the brain states of other people. Describe
how this works.
This is due to the design of the human brain — what scientists
have begun to call the ‘open-loop’ nature of the limbic system.
Our circulatory system, by contrast, is ‘closed-loop’, in that it is
self-regulating: the circulatory system of other people doesn’t af-
fect us at all. But an open-loop system depends in large part on
external sources to manage itself. Put simply, we rely on connec-
tions with other people for our own emotional stability.
Scientists describe the open loop as ‘interpersonal limbic
regulation’, whereby one person transmits signals that can alter
another person’s cardiovascular function, hormone levels and
even their immune functioning. This has been a winning design
in evolutionary terms: early on, it is what enabled mothers to
soothe crying babies or a ‘lookout’ to signal a threat to his tribe.
While we have become more sophisticated in many ways, the
open-loop principle still holds today.
For example, research on intensive-care patients shows that
the very presence of another person lowers the patient’s blood
pressure. In another study, even more dramatically, researchers
studied men who experienced three highly-stressful events in
one year: divorce, getting fired, and having financial issues. What
they found is that the socially-isolated men in the study were
three times as likely to die, while the death rate of the men who
maintained close relationships showed no effect.
The open loop is also alive and well in offices, boardrooms
and shop floors. In all areas of social life, our physiologies are
intermingling and our emotions automatically shifting into the
register of the person we’re with. People in work groups ‘catch’
feelings from one another, sharing everything from jealousy and
angst to euphoria; and the more cohesive the group, the stronger
the sharing of moods.
Of all the aspects of business, customer service is perhaps
most affected by the open-loop aspect of the brain. Please
discuss the implications.
Customer service jobs are notoriously stressful, with high emo-
tions flowing freely, not just from customers to the front lines but
THE TOP FIVE ‘NEURAL HIJACK’ TRIGGERS
IN THE WORKPLACE
1. Condescension and lack of respect
2. Being treated unfairly
3. Feeling unappreciated
4. Feeling that you’re not being listened to or heard
5. Being held to unrealistic deadlines
5. 14 / Rotman Management Winter 2014
also from workers to customers. From a business standpoint, bad
moods in people who serve customers are always bad news. First,
rudeness is contagious, creating dissatisfied, even angry cus-
tomers; second, grumpy workers serve customers poorly, with
sometimes devastating results. In one study, cardiac care units
where the nurses’ general mood was ‘depressed’ had a death rate
among patients four times higher than comparable units.
By contrast, upbeat moods on the front lines benefit a busi-
ness. If customers enjoy their interaction with a worker, they
start to think of the store as a ‘nice place to shop’. That means
not only repeat visits, but also good word of mouth advertis-
ing. Moreover, when service people feel upbeat, they do more
to please customers: in a study of 32 stores in a U.S. retail chain,
outlets with positive salespeople showed the best sales results.
In all of those retail outlets, it was the store manager who creat-
ed the emotional climate that drove salespeople’s moods — and
ultimately, sales — in the right direction. When the managers
were peppy, confident and optimistic, their mood rubbed off on
the staff.
In many organizations, emotions are seen as ‘too personal’ or
unquantifiable to talk about in a meaningful way. What first
step would you suggest for leaders who want to address the
emotions in their workplace?
I actually don’t believe it’s necessary to talk about emotions
at work; it may not even be functional. What I’m really talking
about is building an internal awareness of our own emotions
and dealing with those emotions in a smart way, so we are more
effective at dealing with others. Also, building an awareness —
which doesn’t have to be put into words — of how other people
are reacting, and having the ability to fine-tune how you respond
to them.
The bottom line is that emotional intelligence gives us a
way to take emotions into account, rather than trying to suppress
them or sweep them under the rug. The fact is, emotions will
refuse to be suppressed. They are with us every moment of
every day.
Daniel Goleman is a psychologist and science journalist. His latest book
is Focus: The Hidden Driver of Excellence (Harper, 2013). A two-time
Pulitzer Prize nominee, he has written 14 books and wrote for The New York
Times for 12 years. He is ranked in the top 40 on the Thinkers50 list of
the world’s leading management thinkers.
THE PERILS OF A FOCUS DEFICIT
In the spring of 2010, in the first weeks after the disastrous BP
oil spill in the Gulf of Mexico, as countless sea animals and birds
were dying and residents of the Gulf were decrying the catas-
trophe, BP executives were a textbook example of how not to
manage a crisis. The height of their folly came when CEO Tony
Hayward infamously declared, “There’s no one who wants this
thing over more than I do. I’d like my life back.”
Rather than showing concern for the spill’s victims, he
seemed annoyed by the inconvenience. He went on to claim
the disaster was not BP’s fault, blamed their subcontractors
and took no responsibility. Widely circulated photos showed
him at the peak of the crisis blithely sailing on a yacht, taking
a vacation. As a BP media relations exec put it, “The only time
Tony Hayward opened his mouth was to change feet. He didn’t
understand the animal that is the media. He didn’t understand
the public’s perception.”
Signe Spencer, co-author of one of the first books on
competence modeling, tells me there is a recently-identified
capability seen in some high-level leaders called ‘managing
your impact on others’ — by skillful leveraging of their visibility
and role to have a positive impact. Hayward — blind to his
impact on others, let alone to public perception of his com-
pany — set off a firestorm of antagonism, including front-page
articles demanding to know why he hadn’t been fired. Even
President Obama declared that he would have fired him.
Hayward’s exit from BP was announced the following month.
The disaster has since cost BP up to $40 billion in liabili-
ties, saw four executives charged with Negligence, and led to
the U.S. government forbidding BP further business — includ-
ing new oil leases in the Gulf — because of a “lack of business
integrity.”
Tony Hayward offers a textbook case of the costs of a
leader with deficits in focus. “To anticipate how people will re-
act, you have to read people’s reactions to you,” says Spencer.
“That takes self-awareness and empathy in a self-reinforcing
cycle. You become more aware of how you’re coming across
to other people.” With high self-awareness, she adds, you can
more readily develop good self-management. “If you manage
yourself better, you will influence others better.”
-From Focus: The Hidden Driver of Excellence
(Harper 2013)