Emotional intelligence

1. Emotional
Intelligence

2. CONTENT
Emotional labour
Emotional Intelligence
• Self-awareness
• Self regulation
• Social skills
• Social awareness

3. THE LAST BEER
A young man had only a limited amount of beer in his fridge. His best friend came round
to visit. During their conversation he told his friend not to drink his last beer. Later he
found his friend had drunk it.
WHAT WOULD AN EMOTIONALLY INTELLIGENT RESPONSE HAVE BEEN?
• To go and buy some more maybe?
• To ignore it and enjoy his friend's company?
• To have a cup of coffee instead?
• To go down the pub together?
• Any other?

4. WHAT HAPPENED?
He had low emotional intelligence and did none of these. He shot his friend dead. He is now in prison serving
time for murder. His rage drove him to short-term action which produced long-term negative consequences.
This is an extreme but clear example of how low emotional intelligence and a poor ability to control strong
emotions in particular, can impact on a person's behaviour, work and life.
Being able to control strong emotions such as rage is the seventh dimension of emotional intelligence. It is very
hard to build trust without being able to control your strong emotions. If you are in business and want to be
successful building trust is imperative.
How good are you at managing emotions?

5. TWO VIEW POINTS ABOUT EQ
Traditionalists say that emotions High performers say that emotions
Distract us
Increase our vulnerability
Cloud our judgment
Inhibit free flow of data
Must be controlled
Motivate us
Increase our confidence
Speed our analysis
Build trust
Provide vital feedback
Must be managed
5

6. 8 BASIC EMOTIONS
• These emotions can combine to create new emotions
e.g. Happiness + Anticipation = Excitement.
e.g Anger minus enthusiasm =depression.
• Same event can give multiple emotions at the same time e.g. For a father: Happiness (of
daughter marrying) + Sadness (of daughter leaving because of marriage)
• Emotions are tied with physiological response e.g. churning in stomach, perspiration on
face, blushing of cheeks etc.
Fear Anger
Disgust Trust
Surprise Anticipation
Happiness Sadness

7. FELT VERSUS DISPLAYED EMOTIONS
Felt Emotions
An individual’s actual emotions.
Displayed Emotions
Emotions that are organizationally
required and considered appropriate
in a given job.

8. EMOTIONAL LABOUR
When an employee expresses organizationally- desired emotions during
interpersonal interactions.
Have you ever felt drained after working to continue smiling at
disrespectful customers or faking interest in a coworker’s relationship
issues?
This type of effort has a name: emotional labor.

9. Roles that have been identified as requiring emotional labor include but
are not limited to those involved in public administration, flight
attendant, daycare worker, nursing home worker, nurse, doctor, store
clerk, call center worker, sex worker, teacher, librarian, social worker;
most roles in a hotel, motel, tavern, bar, pub, and restaurant; and jobs
in the media, such as television and radio.[3] As particular economies
move from a manufacturing- to a service-based economy, more workers
in a variety of occupational fields are expected to manage their
emotions according to employer demands when compared to sixty
years ago

10. EMOTIONAL INTELLIGENCE
Emotional intelligence is the ability to identify and manage
your own emotions and the emotions of others.

12. DEVELOPING EMOTIONAL INTELLIGENCE
BY DANIEL GOLEMAN’S MODEL
Goleman focuses on EI as a wide array of competencies and skills that drive
leadership performance.
• Self-awareness
• Self-management
• Social awareness
• Relationship management

14. Self-Awareness concerns knowing one’s internal states, preferences, resources, and intuitions. The Self-Awareness cluster contains
three competencies:
• Emotional Awareness: Recognizing one’s emotions and their effects.
• Accurate Self-Assessment: Knowing one’s strengths and limits.
• Self-Confidence: A strong sense of one’s self-worth and capabilities.
Self-Management refers to managing ones’ internal states, impulses, and resources. The Self-Management cluster contains six
competencies:
• Emotional Self-Control: Keeping disruptive emotions and impulses in check.
• Transparency: Maintaining integrity, acting congruently with one’s values.
• Adaptability: Flexibility in handling change.
• Achievement: Striving to improve or meeting a standard of excellence.
• Initiative: Readiness to act on opportunities.
• Optimism: Persistence in pursuing goals despite obstacles and setbacks.

15. Social Awareness refers to how people handle relationships and awareness of others’ feelings, needs, and concerns. The Social
Awareness cluster contains three competencies:
• Empathy: Sensing others’ feelings and perspectives, and taking an active interest in their concerns.
• Organizational Awareness: Reading a group’s emotional currents and power relationships.
• Service Orientation: Anticipating, recognizing, and meeting customers’ needs.
Relationship Management concerns the skill or adeptness at inducing desirable responses in others. The Relationship Management
cluster contains six competencies:
• Developing Others: Sensing others’ development needs and bolstering their abilities.
• Inspirational Leadership: Inspiring and guiding individuals and groups.
• Change Catalyst: Initiating or managing change.
• Influence: Wielding effective tactics for persuasion.
• Conflict Management: Negotiating and resolving disagreements.
• Teamwork & Collaboration: Working with others toward shared goals. Creating group synergy in pursuing collective goals.