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Emotional Intelligence in the Workplace
Competencies
Dr Glenn Carter
Healthcare Professionals Group
References
Material in this presentation is sourced from research conducted by Daniel Goleman. For further
information please refer to:
Working with Emotional Intelligence.
Daniel Goleman. Bloomsbury. 1998
The Emotional Competence Framework (Daniel
Goleman)
1. Self-Awareness – Knowing one’s internal states, preferences, resources and intuitions.
2. Self-Regulation – Managing one’s internal states, impulses and resources.
3. Motivation – Emotional tendencies that guide or facilitate reaching goals.
4. Empathy – Awareness of others’ feelings, needs and concerns.
5. Social Skills – Adeptness at inducing desirable responses in others.
The Emotional Competence Framework
Self-Awareness, Self-Regulation, Motivation – determine how we manage ourselves
Empathy, Social Skills – determine how we handle relationships
1. Self-Awareness
Knowing one’s internal states, preferences, resources and intuitions.
A. Emotional awareness: Recognising one’s emotions and their effects.
B. Accurate self-assessment: Knowing one’s strengths and limits.
C. Self-confidence: A strong sense of one’s self-worth and capabilities.
A. Emotional Awareness
Recognising one’s emotions and their effects
People with this competence:
 Know which emotions they are feeling and why.
 Realize the links between their feelings and what they think, do, and say.
 Recognize how their feelings affect their performance.
 Have a guiding awareness of their values and goals.
B. Accurate Self-Assessment
Knowing One’s Inner Resources, Abilities and Limits
People with this competence are:
 Aware of their strengths and weaknesses
 Reflective, learning from experience
 Open to candid feedback, new perspectives, continuous learning and self-development
C. Self-Confidence
A Strong Sense of One’s Self-Worth and Capabilities
People with this competence:
 Present themselves with self-assurance: have ‘presence’
 Can voice views that are unpopular and go out on a limb for what is right
 Are decisive, able to make sound decisions despite uncertainties and pressures
2. Self-Regulation
Managing one’s internal states, impulses and resources
A. Self-Control: Keeping disruptive emotions and impulses in check.
B. Trustworthiness: Maintaining standards of honesty and integrity.
C. Conscientiousness: Taking responsibility for personal performance.
D. Adaptability: Flexibility in handling change.
E. Innovation: Being comfortable with novel ideas, approaches and new information.
A. Self Control
Keeping Disruptive Emotions and Impulses in Check
People with this competence:
 Manage their impulsive feelings and distressing emotions well.
 Stay composed, positive, and unflappable even in trying moments.
 Think clearly and stay focused under pressure.
B. Trustworthiness
Maintaining standards of honesty and integrity
People with this competence:
 Act ethically and are above reproach.
 Build trust through their reliability and authenticity.
 Admit their own mistakes and confront unethical actions in others.
 Take tough, principled stands even if they are unpopular.
C. Conscientiousness
Taking responsibility for personal performance
People with this competence:
 Meet commitments and keep promises.
 Hold themselves accountable for meeting their objectives.
 Are organized and careful in their work.
D. Adaptability
Flexibility in handling change
People with this competence:
 Smoothly handle multiple demands, shifting priorities and rapid change.
 Adapt their responses and tactics to fit fluid circumstances.
 Are flexible in how they see events.
E. Innovation
Being comfortable with novel ideas, approaches and new information.
People with this competence:
 Seek out fresh ideas from a variety of sources.
 Entertain original solutions to problems.
 Generate new ideas.
 Take fresh perspectives and risks in their thinking.
3. Motivation
Emotional tendencies that guide or facilitate reaching goals
A. Achievement drive: Striving to improve or meet a standard of excellence.
B. Commitment: Aligning with the goals of the group or organisation.
C. Initiative: Readiness to act on opportunities.
D. Optimism: Persistence in pursuing goals despite obstacles and setbacks.
A. Achievement Drive
Striving to Improve or Meet a Standard of Excellence
People with this competence:
 Are results-oriented, with a high drive to meet their objectives.
 Set challenging goals and take calculated risks.
 Pursue information to reduce uncertainty and find ways to do better.
 Learn how to improve their performance.
B. Commitment
Aligning with the Goals of a Group or Organization
People with this competence:
 Readily make sacrifices to meet a larger organizational goal.
 Find a sense of purpose in the larger mission.
 Use the group’s core values in making decisions and clarifying choices.
 Actively seek out opportunities to fulfill the group’s mission.
C. Initiative
Readiness to act on opportunities
People with this competence:
 Are ready to seize opportunities.
 Pursue goals beyond what’s required or expected of them.
 Cut through red tape and bend the rules when necessary to get the job done.
 Mobilize others through unusual, enterprising efforts.
D. Optimism
Persistence in pursuing goals despite obstacles and setbacks
People with this competence:
 Persist in seeking goals despite obstacles and setbacks.
 Operate from hope of success rather than fear of failure.
 See setbacks as due to manageable circumstances rather than a personal flaw.
4. Empathy
Awareness of others’ feelings, needs and concerns
A. Understanding others: Sensing others’ feelings and perspectives and taking an active interest in
their concerns.
B. Developing others: Sensing others’ development needs and bolstering their abilities.
C. Service orientation: Anticipating, recognising and meeting customers’ needs.
D. Leveraging diversity: Cultivating opportunities through different kinds of people.
E. Political awareness: Reading a group’s emotional currents and power relationships.
A. Understanding Others
Sensing Others’ Feelings and Perspectives, and Taking an Active Interest in Their Concerns
People with this competence:
 Are attentive to emotional cues and listen well.
 Show sensitivity and understand others’ perspectives.
 Help out based on understanding other people’s needs and feelings.
B. Developing Others
Sensing Others’ Development Needs and Bolstering Their Abilities
People with this competence:
 Acknowledge and reward people’s strengths and accomplishments.
 Offer useful feedback and identify people’s needs for further growth.
 Mentor, give timely coaching, and offer assignments that challenge and foster a person’s skills.
C. Service Orientation
Anticipating, Recognising and Meeting Customer’s Needs
People with this competence:
 Understand customers’ needs and match them to services or products.
 Seek ways to increase customers’ satisfaction and loyalty.
 Gladly offer appropriate assistance.
 Grasp a customer’s perspective, acting as a trusted advisor.
D. Leveraging Diversity
Cultivating Opportunities Through Different Kinds of People
People with this competence:
 Respect and relate well to people from varied backgrounds.
 Understand diverse worldviews and are sensitive to group differences.
 See diversity as opportunity, creating an environment where diverse people can thrive.
 Challenge bias and intolerance.
E. Political Awareness
Reading Social and Political Currents
People with this competence:
 Accurately read key power relationships.
 Detect crucial social networks.
 Understand the forces that shape views and actions of clients, customers or competitors.
 Accurately read organizational and external realities.
5. Social Skill
Adeptness at inducing desirable responses in others
A. Influence: Wielding effective tactics for persuasion.
B. Communication: Listening openly and sending convincing messages.
C. Conflict management: Negotiating and resolving disagreements.
D. Leadership: Inspiring and guiding individuals and groups.
5. Social Skill
Adeptness at inducing desirable responses in others
E. Change catalyst: Initiating or managing change.
F. Building bonds: Nurturing instrumental relationships.
G. Collaboration and cooperation: Working with others toward shared goals.
H. Team capabilities: Creating group synergy in pursuing collective goals.
A. Influence
Wielding Effective Tactics for Persuasion
People with this competence:
 Are skilled at winning people over.
 Fine-tune presentations to appeal to the listener.
 Use complex strategies like indirect influence to build consensus and support.
 Orchestrate dramatic events to effectively make a point.
B. Communication
Listening Openly and Sending Convincing Messages
People with this competence:
 Are effective in give-and-take, registering emotional cues in attuning their message.
 Deal with difficult issues straightforwardly.
 Listen well, seek mutual understanding, and welcome sharing of information fully.
 Foster open communication and stay receptive to bad news as well as good.
C. Conflict Management
Negotiating and Resolving Disagreements
People with this competence:
 Handle difficult people and tense situations with diplomacy and tact.
 Spot potential conflict, bring disagreements into the open and help de-escalate.
 Encourage debate and open discussion.
 Orchestrate win-win situations.
D. Leadership
Inspiring and Guiding Individuals and Groups
People with this competence:
 Articulate and arouse enthusiasm for a shared vision and mission.
 Step forward to lead as needed, regardless of position.
 Guide the performance of others while holding them accountable.
 Lead by example.
E. Change Catalyst
Initiating or Managing Change
People with this competence:
 Recognise the need for change and remove barriers.
 Challenge the status quo to acknowledge the need for change.
 Champion the change and enlist others in its pursuit.
 Model the change expected of others.
F. Building Bonds
Nurturing Instrumental Relationships
People with this competence:
 Cultivate and maintain extensive informal networks.
 Seek out relationships that are mutually beneficial.
 Build rapport and keep others in the loop.
 Make and maintain personal friendships among work associates.
G. Collaboration and Cooperation
Working with Others Toward Shared Goals
People with this competence:
 Balance a focus on task with attention to relationships.
 Collaborate, sharing plans, information and resources.
 Promote a friendly, cooperative climate.
 Spot and nurture opportunities for collaboration.
H. Team Capabilities
Creating Group Synergy in Pursuing Collective Goals
People with this competence:
 Model team qualities like respect, helpfulness and cooperation.
 Draw all members into active and enthusiastic participation.
 Build team identity and commitment.
 Protect the group and its reputation; share credit.
Health & Aged Care Professionals
Recruiting all clinical care, management and operational positions with Public and Private Hospitals; Medical Practices;
Imaging Service Providers; Health Insurance Funds; and Aged Care providers, residential facilities and affiliated service
providers
www.hacpconnect.com
Pharmaceutical & Medical Professionals
Recruiting all positions, at all levels, into biotechnology, medical devices, pharmaceutical and scientific companies
www.pmpconnect.com
Rural & Remote Healthcare Professionals
Recruiting doctors, nurses, allied health professionals, and healthcare administrators into rural and remote hospitals and
medical practices
www.rrhpconnect.com

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EI Competencies

  • 1. Emotional Intelligence in the Workplace Competencies Dr Glenn Carter Healthcare Professionals Group
  • 2. References Material in this presentation is sourced from research conducted by Daniel Goleman. For further information please refer to: Working with Emotional Intelligence. Daniel Goleman. Bloomsbury. 1998
  • 3. The Emotional Competence Framework (Daniel Goleman) 1. Self-Awareness – Knowing one’s internal states, preferences, resources and intuitions. 2. Self-Regulation – Managing one’s internal states, impulses and resources. 3. Motivation – Emotional tendencies that guide or facilitate reaching goals. 4. Empathy – Awareness of others’ feelings, needs and concerns. 5. Social Skills – Adeptness at inducing desirable responses in others.
  • 4. The Emotional Competence Framework Self-Awareness, Self-Regulation, Motivation – determine how we manage ourselves Empathy, Social Skills – determine how we handle relationships
  • 5. 1. Self-Awareness Knowing one’s internal states, preferences, resources and intuitions. A. Emotional awareness: Recognising one’s emotions and their effects. B. Accurate self-assessment: Knowing one’s strengths and limits. C. Self-confidence: A strong sense of one’s self-worth and capabilities.
  • 6. A. Emotional Awareness Recognising one’s emotions and their effects People with this competence:  Know which emotions they are feeling and why.  Realize the links between their feelings and what they think, do, and say.  Recognize how their feelings affect their performance.  Have a guiding awareness of their values and goals.
  • 7. B. Accurate Self-Assessment Knowing One’s Inner Resources, Abilities and Limits People with this competence are:  Aware of their strengths and weaknesses  Reflective, learning from experience  Open to candid feedback, new perspectives, continuous learning and self-development
  • 8. C. Self-Confidence A Strong Sense of One’s Self-Worth and Capabilities People with this competence:  Present themselves with self-assurance: have ‘presence’  Can voice views that are unpopular and go out on a limb for what is right  Are decisive, able to make sound decisions despite uncertainties and pressures
  • 9. 2. Self-Regulation Managing one’s internal states, impulses and resources A. Self-Control: Keeping disruptive emotions and impulses in check. B. Trustworthiness: Maintaining standards of honesty and integrity. C. Conscientiousness: Taking responsibility for personal performance. D. Adaptability: Flexibility in handling change. E. Innovation: Being comfortable with novel ideas, approaches and new information.
  • 10. A. Self Control Keeping Disruptive Emotions and Impulses in Check People with this competence:  Manage their impulsive feelings and distressing emotions well.  Stay composed, positive, and unflappable even in trying moments.  Think clearly and stay focused under pressure.
  • 11. B. Trustworthiness Maintaining standards of honesty and integrity People with this competence:  Act ethically and are above reproach.  Build trust through their reliability and authenticity.  Admit their own mistakes and confront unethical actions in others.  Take tough, principled stands even if they are unpopular.
  • 12. C. Conscientiousness Taking responsibility for personal performance People with this competence:  Meet commitments and keep promises.  Hold themselves accountable for meeting their objectives.  Are organized and careful in their work.
  • 13. D. Adaptability Flexibility in handling change People with this competence:  Smoothly handle multiple demands, shifting priorities and rapid change.  Adapt their responses and tactics to fit fluid circumstances.  Are flexible in how they see events.
  • 14. E. Innovation Being comfortable with novel ideas, approaches and new information. People with this competence:  Seek out fresh ideas from a variety of sources.  Entertain original solutions to problems.  Generate new ideas.  Take fresh perspectives and risks in their thinking.
  • 15. 3. Motivation Emotional tendencies that guide or facilitate reaching goals A. Achievement drive: Striving to improve or meet a standard of excellence. B. Commitment: Aligning with the goals of the group or organisation. C. Initiative: Readiness to act on opportunities. D. Optimism: Persistence in pursuing goals despite obstacles and setbacks.
  • 16. A. Achievement Drive Striving to Improve or Meet a Standard of Excellence People with this competence:  Are results-oriented, with a high drive to meet their objectives.  Set challenging goals and take calculated risks.  Pursue information to reduce uncertainty and find ways to do better.  Learn how to improve their performance.
  • 17. B. Commitment Aligning with the Goals of a Group or Organization People with this competence:  Readily make sacrifices to meet a larger organizational goal.  Find a sense of purpose in the larger mission.  Use the group’s core values in making decisions and clarifying choices.  Actively seek out opportunities to fulfill the group’s mission.
  • 18. C. Initiative Readiness to act on opportunities People with this competence:  Are ready to seize opportunities.  Pursue goals beyond what’s required or expected of them.  Cut through red tape and bend the rules when necessary to get the job done.  Mobilize others through unusual, enterprising efforts.
  • 19. D. Optimism Persistence in pursuing goals despite obstacles and setbacks People with this competence:  Persist in seeking goals despite obstacles and setbacks.  Operate from hope of success rather than fear of failure.  See setbacks as due to manageable circumstances rather than a personal flaw.
  • 20. 4. Empathy Awareness of others’ feelings, needs and concerns A. Understanding others: Sensing others’ feelings and perspectives and taking an active interest in their concerns. B. Developing others: Sensing others’ development needs and bolstering their abilities. C. Service orientation: Anticipating, recognising and meeting customers’ needs. D. Leveraging diversity: Cultivating opportunities through different kinds of people. E. Political awareness: Reading a group’s emotional currents and power relationships.
  • 21. A. Understanding Others Sensing Others’ Feelings and Perspectives, and Taking an Active Interest in Their Concerns People with this competence:  Are attentive to emotional cues and listen well.  Show sensitivity and understand others’ perspectives.  Help out based on understanding other people’s needs and feelings.
  • 22. B. Developing Others Sensing Others’ Development Needs and Bolstering Their Abilities People with this competence:  Acknowledge and reward people’s strengths and accomplishments.  Offer useful feedback and identify people’s needs for further growth.  Mentor, give timely coaching, and offer assignments that challenge and foster a person’s skills.
  • 23. C. Service Orientation Anticipating, Recognising and Meeting Customer’s Needs People with this competence:  Understand customers’ needs and match them to services or products.  Seek ways to increase customers’ satisfaction and loyalty.  Gladly offer appropriate assistance.  Grasp a customer’s perspective, acting as a trusted advisor.
  • 24. D. Leveraging Diversity Cultivating Opportunities Through Different Kinds of People People with this competence:  Respect and relate well to people from varied backgrounds.  Understand diverse worldviews and are sensitive to group differences.  See diversity as opportunity, creating an environment where diverse people can thrive.  Challenge bias and intolerance.
  • 25. E. Political Awareness Reading Social and Political Currents People with this competence:  Accurately read key power relationships.  Detect crucial social networks.  Understand the forces that shape views and actions of clients, customers or competitors.  Accurately read organizational and external realities.
  • 26. 5. Social Skill Adeptness at inducing desirable responses in others A. Influence: Wielding effective tactics for persuasion. B. Communication: Listening openly and sending convincing messages. C. Conflict management: Negotiating and resolving disagreements. D. Leadership: Inspiring and guiding individuals and groups.
  • 27. 5. Social Skill Adeptness at inducing desirable responses in others E. Change catalyst: Initiating or managing change. F. Building bonds: Nurturing instrumental relationships. G. Collaboration and cooperation: Working with others toward shared goals. H. Team capabilities: Creating group synergy in pursuing collective goals.
  • 28. A. Influence Wielding Effective Tactics for Persuasion People with this competence:  Are skilled at winning people over.  Fine-tune presentations to appeal to the listener.  Use complex strategies like indirect influence to build consensus and support.  Orchestrate dramatic events to effectively make a point.
  • 29. B. Communication Listening Openly and Sending Convincing Messages People with this competence:  Are effective in give-and-take, registering emotional cues in attuning their message.  Deal with difficult issues straightforwardly.  Listen well, seek mutual understanding, and welcome sharing of information fully.  Foster open communication and stay receptive to bad news as well as good.
  • 30. C. Conflict Management Negotiating and Resolving Disagreements People with this competence:  Handle difficult people and tense situations with diplomacy and tact.  Spot potential conflict, bring disagreements into the open and help de-escalate.  Encourage debate and open discussion.  Orchestrate win-win situations.
  • 31. D. Leadership Inspiring and Guiding Individuals and Groups People with this competence:  Articulate and arouse enthusiasm for a shared vision and mission.  Step forward to lead as needed, regardless of position.  Guide the performance of others while holding them accountable.  Lead by example.
  • 32. E. Change Catalyst Initiating or Managing Change People with this competence:  Recognise the need for change and remove barriers.  Challenge the status quo to acknowledge the need for change.  Champion the change and enlist others in its pursuit.  Model the change expected of others.
  • 33. F. Building Bonds Nurturing Instrumental Relationships People with this competence:  Cultivate and maintain extensive informal networks.  Seek out relationships that are mutually beneficial.  Build rapport and keep others in the loop.  Make and maintain personal friendships among work associates.
  • 34. G. Collaboration and Cooperation Working with Others Toward Shared Goals People with this competence:  Balance a focus on task with attention to relationships.  Collaborate, sharing plans, information and resources.  Promote a friendly, cooperative climate.  Spot and nurture opportunities for collaboration.
  • 35. H. Team Capabilities Creating Group Synergy in Pursuing Collective Goals People with this competence:  Model team qualities like respect, helpfulness and cooperation.  Draw all members into active and enthusiastic participation.  Build team identity and commitment.  Protect the group and its reputation; share credit.
  • 36. Health & Aged Care Professionals Recruiting all clinical care, management and operational positions with Public and Private Hospitals; Medical Practices; Imaging Service Providers; Health Insurance Funds; and Aged Care providers, residential facilities and affiliated service providers www.hacpconnect.com Pharmaceutical & Medical Professionals Recruiting all positions, at all levels, into biotechnology, medical devices, pharmaceutical and scientific companies www.pmpconnect.com Rural & Remote Healthcare Professionals Recruiting doctors, nurses, allied health professionals, and healthcare administrators into rural and remote hospitals and medical practices www.rrhpconnect.com