The document discusses emotional intelligence (EQ), which involves the ability to understand and manage one's own emotions and recognize emotions in others. It describes the four key skills of EQ: self-awareness, self-management, social awareness, and relationship management. High EQ is associated with superior job performance and leadership. Developing EQ skills can be done through testing, training, and coaching to improve both individual and organizational outcomes.

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“Emotions have taught mankind to reason.”
- Vauvenargues
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Emotional Intelligence
Helping People Learn & Perform

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What is Emotional Intelligence
“Your ability to recognise and understand
emotions, and your skill at using this
awareness to manage yourself and your
relationships with others.”
Drs. Travis Bradberry and Jean Greaves,
authors of The Emotional Intelligence Quick Book
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Emotional Intelligence
• The Aristotle quote
– Getting angry is okay so long as you get angry for
the right reason with the right person to the right
degree using the right words with the right tone of
voice and appropriate language.
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Smarts – Head and Heart
• Redefining IQ – EQ – SQ
• IQ – Modest contribution to life’s success,
stable over time after a certain stage.
• EQ – High contribution. Grows all the time.
• Costs for the organisation - Emotional
ineptitude
• Superior performers - IQ follows EQ
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Applications
• Organizational applications – Leadership,
Talent development, Team work

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Why is EQ Critical Now?
 Knowledge and relationships are the currency
of the new economy
 EQ links to job and bottom line performance
 Changes in the “emotional” brain are possible
 It always has been!
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The Four EQ Skills (Dan Goleman)
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PERSONAL
COMPETENCE
SOCIAL
COMPETENCE
SELF-
AWARENESS
SELF –
MANAGEMENT
SOCIAL
AWARENESS
RELATIONSHIP
MANAGEMENT
What I see What I do

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Self-Awareness is…
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the ability to accurately recognise your
emotions as they happen and understand
your general tendencies for responding to
different people and situations.
SELF-
AWARENESS
SELF-
MANAGEMENT
SOCIAL
AWARENESS
RELATIONSHIP
MANAGEMENT

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Knowing your Emotions
Keeping track of your own emotions.
Knowing why you think, feel and behave the
way you do ( What are the emotions that are,
for you, the most difficult to handle? Physical
symptoms? What situation/ who sets off this
negative emotion? ) --- THE SELF-AWARE, THE
ENGULFED and THE ACCEPTING.
Confidence in your self worth and capabilities.
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Self-Management is…
using awareness of your emotions to choose
What you say and do, in order to positively
direct your behaviour.
SELF-
AWARENESS
SELF-
MANAGEMENT
SOCIAL
AWARENESS
RELATIONSHIP
MANAGEMENT

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Managing your Emotions
Marshmallow Test.
Self Control – Regulating your emotions. Delay
of an impulse. Avoiding emotional explosion.
Freedom to choose your own response. It is
not so much what happens to us, but rather
our own response that hurts us.
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Managing your Emotions (cont)
The way we see the problem is the problem.
Standing apart and observing our own feeling,
moods, and thoughts.
Our greatest power is our freedom to choose
our response. It is not what happens to us
that hurts us. It is our response that hurts us.
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Motivating Yourself
Optimism – Ability to look at the brighter side
of life and maintain positive attitude.
Persistence in pursuing goals. Ability to get
more out of life; have a positive job
description.
Contentment – Ability to enjoy oneself. Feel
satisfied with one’s life.
Pessimist ascribes failure to his / her
limitations. Optimists tend to find reasons in
external circumstances.
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Motivating Yourself (Cont)
The elephant technique – Break large task into
‘bite-size’ pieces; schedule these as regular
tasks of the day / week / month; Make sure
you “eat” a bite every day beyond your
routine tasks.
Being a “maintenance” person Vs. being a
“development” person. Visualizing your
desired end results.
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Social Awareness is…
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recognising and understanding the emotions
and perspectives of others.
SELF-
AWARENESS
SELF-
MANAGEMENT
SOCIAL
AWARENESS
RELATIONSHIP
MANAGEMENT

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Empathy
Recognizing emotions in others
Caring / Accepting / Understanding
Listening – 5 Levels
Ignoring
Pretending we are Listening
Selective Listening
Attentive Listening
Empathic Listening
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Relationship Management is…
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using awareness of your emotions and the
emotions of others to manage interactions
successfully.
SELF-
AWARENESS
SELF-
MANAGEMENT
SOCIAL
AWARENESS
RELATIONSHIP
MANAGEMENT

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Social Skills
Managing your relationships
Making people a little better or a little worse
Emotions are contagious. Do we spread
ripples of good feeling? Make each other feel
better?
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Use EQ Skills to…
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 Know yourself
 Understand others
 Make better decisions
 See and seize opportunities
 Identify problems before they escalate
 Manage difficult situations and conversations

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Action Implications
Ways to Recover
Change things that happen to you
Change the way you look at things
Change the way your mind / body reacts to it
 Amygdale Short-circuit / Hijack
Get out of negative cycle. Clam down. Think.
Deescalate
Understand yourself; find a model. Take time out.
Choose appropriate response.
Learn though repetition.
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Action Implications (Cont)
Open and fair communication with people to
ensure that signals are not lost.
Make your choice – What you want to
achieve? What contribution you want to
make? How you want to manage your time?
How you would want to respond?
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EQ and Job Performance
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 EQ accounts for what % of job performance
for supervisors through CEO’s?
 What % of top performers are high in EQ?
 What % of low performers are high in EQ?
60%
90%
20%

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Selecting for EQ
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The Challenge Turning over 35% of recruiters annually
The Method Began testing applicants for EQ
The Results Turn over reduced to less than 5%
Annual cost savings of $3million
Source: U.S. Air Force

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Developing EQ
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The Challenge Division revenue projected to double in
just 5 year
The Method Online and in the classroom, test, teach
and coach the EQ skills needed to support
the change
The Results 100% of leaders using all 3 methods
increased their performance
71% using a single method increased
performance
82% of those declining participation had
no increase in performance
Source: Fortune Brands

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A Final Thought…
“In the fields I have studied, emotional intelligence
is much more powerful than IQ in determining
who emerges as a leader. IQ is a threshold
competence. You need it, but it doesn’t make
you a star. Emotional intelligence can.”
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Warren Bennis, author of On Becoming a Leader

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