The document discusses the importance of developing emotional intelligence skills to achieve excellence. It argues that excellence is a habit that comes from consistently applying knowledge and skills with the right attitude. Developing self-awareness, self-regulation, motivation, empathy and social skills allows one to manage emotions effectively and build strong relationships, which are keys to outstanding performance and success.

1. Excellence
Through
Emotional
Intelligence
"The secret of joy in work is contained in one word -
excellence. To know how to do something well is to enjoy it.”
1
--Pearl Buck

2. Excellence ?
“Excellence is an art won
by training and habituation.
We are what we repeatedly
do. Excellence, then, is not
an act, but a habit”
If you are going to achieve excellence in big things,
you develop the habit in little matters. Excellence is
not an exception, it is a prevailing attitude.”
--Charles R. Swindoll Aristotle
MH 2

3. Knowledge
Habits ?
(what to, why to)
Knowledge
(what to, why to)
Habits
Internalized principles
& patterns of behavior
MH 3

4. Knowledge
Habits ?
(what to, why to)
Knowledge
(what to, why to)
Desire
Desire
(want to)
(want to)
Habits
Internalized principles
& patterns of behavior
MH 4

5. Knowledge
Habits ?
(what to, why to)
Knowledge
(what to, why to)
Skills Desire
Desireto)
(want
(how to)
(want to)
Habits
Internalized principles
& patterns of behavior
MH 5

6. Knowledge
Habits ?
(what to, why to)
Knowledge
(what to, why to)
Habits
Skills Desire
Desire
(how to) (want to)
(want to)
Habits
Internalized principles
& patterns of behavior
MH 6

7. Excellence ?
Operational Excellence is defined
as:
 Consistently providing the highest quality
service excellence to our customers
 At the lowest possible cost while achieving
above average returns.
 Quality Assurance initiatives are key
elements in support of this goal
Excellence is content less and therefore its
measurement can only be against certain
benchmarks
MH 7

8. Who Should We Benchmark With?
• Internal benchmarking
internal benchmarking is likely to meet with less
resistance from managers
• Benchmarking with competitors (international
benchmarking)
those competitors who are performing better than us
• Best in the Industry
with Industry leaders who achieved the best
performance
• Cross Industry
some measures could be compared with best
performance of any industry e. g. Finance, HR
MH
measures 8

9. Achieve Organizational Excellence ?
Focusing Energy & Resources
Mission Mission
Vision
Vision
Excellence Alignment
Assessment
CHAOS Substandard Excellence
Performance
ASK: Is the organization in sync. with the Mission?
MH 9

10. Alignment: New Business Strategy & Excellence
Human Capital Development
& Management is a new
business strategy to improve
organizational effectiveness by
implementing a management
system to
align, develop and
manage people.
If you don’t know where you are
going, any path will take you there”
--- Old Sioux Proverb ---
MH 10

11. Framework for Change Excellence
 Managing the linkage between culture and
strategy helps drive performance excellence
Manage-
ment
Culture Results /
oStrategy Systems Behavior
& Values and Excellence
Practices
The role of leadership is to align the organization’s
strategy and work culture
Behavior and performance is enhanced to the extent that
management systems and practices are aligned with
the culture and strategy
MH 11

12. ASK to Develop Personal Excellence
• A ttitude
• S kills
• K nowledge
“Pride is a personal commitment. It is an attitude which
separates excellence from mediocrity”.
MH 12

13. ASK to Develop Excellence
Excellence S kills + K nowledge = C ompetence
+
A ttitude
P erformance
MH 13

14. What is an Emotions ?
• Unconscious impulses
• Conscious decisions
• Social constructs between people
• Ways of acting and talking
• Mental states that result when bodily
responses are sensed by the brain
• Feelings & Thoughts about situations
people find themselves in
• Bodily responses that have evolved as
part of our struggle to survive
MH 14

15. Primary Emotions
MH 15

16. Emotions
Connections Something happens
You have a thought about it
You feel something
MH You react ( behavior ) 16

17. E Q Emotional Intelligence
EQ?
What is that?
The application of a
positive attitude,
respect, and
healthy patterns of
behavior towards
self and others
MH 17

18. E Q Emotional Intelligence
Self
Awareness
Self Self
Motivation
Regulation
EQ
Social
Empathy
Skills
MH 18

19. E Q Emotional Intelligence
 IQ
 Established by
mid-teens
 Can’t increase
 Predicts only 10% –
20% of life success
 EQ
 Not fixed
 Can be improved
throughout life 19
MH

20. E Q Self Awareness
knowing one’s internal states, preferences,
resources, and intuitions
• Emotional Awareness: recognizing one’s emotions
and their effects. Pay attention to your emotions
• Accurate Self-Assessment: knowing one’s strengths
and limits
• Self-Confidence: a strong sense of one’s self-worth
and capabilities
Outcomes of l ed sel
imit f-awareness:
blind ambition, unrealis tic g oals , power
hung ry, relentles s s triving , ins atiable
need forrecognition
MH 20

21. E Q Self-Regulation
Managing one’ s internal states, impulses, resources
• Self-Control: keeping disruptive emotions and impulses
in check
• Trustworthiness: maintaining standards of honesty and
integrity
• Conscientiousness: taking responsibility for personal
performance
• Adaptability: flexibility in handling change
• Innovation: being comfortable with novel ideas, new info.
Outcomes of l ed sel egul ion:
imit f-r at
impuls ive behavior, rig idity of behavior
and thoug ht, lack of trus t, poor follow-up /
MH
completion, avoidance of others 21

22. E Q Self-Motivation
Emotional tendencies that guide or facilitate
reaching goals
• Achievement Drive: striving to improve or meet a standard
of excellence
• Commitment: aligning with the goals of the group
• Initiative: readiness to act on opportunities
• Optimism: persistence in pursuing goals despite obstacles
and setbacks
Outcomes of l ed mot ion:
imit ivat
s ub-optimal performance, incomplete
projects , inability to reach g oals , lack of
energ y*drive*conviction, bring ing down
MH the mood of others 22

23. E Q Empathy
Awareness of others’ feelings, needs, and
concerns
• Understanding Others: sensing others’ feelings and
perspectives, and taking an active interest in their concerns
• Developing Others: sensing others’ development needs
and bolstering their abilities
• Service Orientation: anticipating, recognizing, and meeting
customers’ needs
• Leveraging Diversity: cultivating opportunities through
different kinds of people
• Political Awareness: reading a group’s emotional currents
and power relationships
Outcomes of l ed empat
imit hy:
mis unders tanding , frus tration, lack
of trus t, dis s atis faction, lack of
MH 23
commitment, poor s ervice reputation

24. Social Skills /
E Q Effective Relationships
Adeptness at inducing desirable responses in others
• Influence: wielding effective tactics for persuasion
• Communication: listening openly and sending
convincing messages
• Conflict Management: negotiating and resolving disputes
• Leadership: inspiring and guiding others
• Change Catalyst: initiating or managing change
• Building Bonds: nurturing instrumental relationships
• Collaboration and Cooperation: working with others toward
shared goals
• Team Capabilities: creating group synergy in group goals
Outcomes of l ed socialskils: dis s ens ion, dis trus t, poor
imit l
leaders hip / followers hip, ineffective conflict, s ub-
optimizing teams , poor job performance, los s of job
MH opportunities 24

25. E Q Language of EI
(Use space between Stimulus & Response)
REACTIVE PROACTIVE
There is nothing I can do Let us look for Alternatives
That’s just the way I am I can choose a different approach
He makes me mad I control my own feelings
They won’t allow that I can create an effective prsntation
I have to do that I will choose an appropriate response
I can’t I choose
I must I prefer
If only I will
MH 25

26. E Q Relationship of TRUST
(Emotional Bank Account)
DEPOSITS WITHDRAWALS
Seek first to understand Seek first to be understood
Keeping promises Breaking promises
Honesty, openness Smooth manipulation
Kindnesses, courtesies Unkindnesses, discourtesies
Win-Win or No Deal thinking Win-Lose or Lose-Win thinking
Clarifying expectations Violating expectations
Loyalty to the absent Disloyalty, duplicity
Apologies Pride, conceit, arrogance
Receiving feedback and giving Not receiving feedback and giving
“I” messages “You” messages
Forgiveness Holding grudges
MH 26

27. Excellence - in a nutshell
• Believing:
Having the right attitude to
succeed
• Achieving:
Connecting with and creating
deep rapport easily
• Succeeding:
Setting clear and realistic
intentions and goals
MH 27

28. Essence of EQ – Summary
Working with EI - Goleman
Competencies that most often
lead to success:
• Initiative, achievement and adaptability
• Influence, team leadership and awareness
• Empathy, self-confidence and developing
others
MH 28

29. Excellence
Through
Emotional
“Appreciation is a wonderful thing; it makes what is
Intelligence
excellent in others belong to us as well”.
Voltaire
29