HDI Corporate and Capital Area Updates plus LaTonya Morgan's presentation on Emotional Intelligence in the Workplace

1. 8/20/14'
©2013'HDI.'All'rights'reserved.'
Welcome!(
Updates(from(HDI(Capital(Area(
and(HDI(Corporate((
August'20,'2014'
'

2. What’s'Hot'at'HDI'
• New(Whitepaper:(Synergies(Between(ITIL(and(KCS(
– Learn'how'when'paired'together,'ITIL'and'KCS'can'improve'IT'service'
management'
– Download'paper:'www.ThinkHDI.com/WhiteKPapers'
• New!(Corporate(Membership(
– For'medium'to'large'organizaOons'with'25+'support'staff'
– www.thinkhdi.com/CorporateKMembership(
• HDI(2015(call(for(proposals!((
– Share'your'experOse'with'thousands'of'your'peers'by'speaking'at'HDI'2015'
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– Visit'www.HDIConference.com'for'more'details'
• New(in(HDI’s(Virtual(Classroom!(
– HDI'Desktop'Support'Manager'(HDIKDSM)'
– Structured'Problem'Solving'for'the'Support'Professional'
These'scheduled'courses'provide'students'with'live,'instructorKled'training.'
View'the'full'catalog''of'available'courses:'www.ThinkHDI.com/Courses'
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3. ©2014'HDI.'All'rights'reserved.'
August'Webcast:'NavigaOng'Evolving'Support'Models'–'Roy'Atkinson,'HDI’s'senior'
writer/analyst'
New(Content(to(SHARE!((
New'Blog:'Portland'and'Beyond:'The'Value'of'Face'to'Face'Contact'
The'July/August'issue'of'SupportWorld'in'the'HDI'Reading'Room'app!''
Theme:'Support'Center'2.0''
New'Infographic:'Desktop'Support'Technician'in'a'Nutshell''
New'White'Paper:'Watch'for'the'new'KCS'and'ITIL'Alignment'white'paper'with'
Axelos'
#HDISTAT'Today:'86%'of'support'organizaOons'are'feeling'pressure'to'prove'their'
value'to'the'business.'
'
New'Research'Brief:'The'Alignment'of'Customer'and'Support'ExpectaOons''
#HDISTAT'Today:'HDI'cerOficaOons'increase'salaries'an'average'of'5%'according'
to'@RobertHalfTech'

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Learn'more'at'www.ThinkHDI.com/Join'
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5. Thank(You(2014(Sponsors!!((

6. HDI(Capital(Area(Sponsors(
• Diamond'–'The'MIL'
CorporaOon'
• PlaOnum'Plus'K'
LanDesk'
• PlaOnum'
– Beyond20'
– EasyVista'
• Gold'
– Robert'Half'Technology'
(Global'Sponsor)'
– Bomgar'
– IssueTrak'
– Cherwell'
• Silver'
– Service'Now'
– Time'Warner'Cable'
• Web/Event'
– IOnvolve'
– RemedyForce''
– ReACT'
– StrataCom'
– TechnoLava'
– ArOsys'

7. Next(Mee^ng(
• Wednesday,(September(17th((`(The'SoluOon:'
Automated'Onboarding'and'TerminaOon''
• Loca^on(–(Robert(Half(Technology,(Washington(
DC(
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Don’t(miss(it!(
(
• We'typically'meet'the'3rd'Wednesday'of'the'
month'and'most'meeOngs'are'free'
• Visit'www.hdicapitalarea.com'to'register'
'

8. Today’s(Speaker(
(
LaTonya(Morgan(
(Emo^onal(Intelligence(in(the(Workplace!((
(

9. 1"
August 20, 2014
Presented by: LaTonya Morgan, PMP"
Emotional Intelligence in the Workplace"

10. 2"
Agenda
• What is Emotional Intelligence (EI)?
• Five Components of EI
• Determine and Interpret your Emotional Intelligence
Quotient (EQ)
• Tips and Tricks to improve your EQ
• How important is Emotional Intelligence in the
Workplace?
• How your EQ can impede your career growth and
successes in the workplace

11. 3"
Emotional Intelligence Definition
What is Emotional Intelligence (EI)?
Simply put, Emotional Intelligence not only
demonstrates how well you can control and express
your own emotions but also, how well you react to
others’ emotions and apply them according to the
situation at hand.
“The emotionally intelligent person…attends to emotion in the
path toward growth. Emotional intelligence involves self-
regulation appreciative of the fact that temporarily hurt feelings
or emotional restraint is often necessary in the service of a
greater objective.” (Salovey & Mayer)

12. 4"
5 Components of EI
Daniel Goleman’s 5 Components
of Emotional Intelligence

13. 5"
Self-Awareness
Self-Awareness
Ability to perceive and understand your temperament
(attitude), emotions, and ambitions and how they affect
others around you.
“Lincoln’s ability to retain his emotional balance in such difficult
situations was rooted in acute self-awareness and an
enormous capacity to dispel anxiety in constructive ways.”
-Doris Kearns Goodwin

14. 6"
Self-Regulation
Self-Regulation = Self-Control
• The ability to control or divert disruptive behaviors, control impulse
decisions and judgments
• Conflict Resolution: ability to resolve disagreements with others
RESEARCH BEFORE YOU REACT!
One’s greatest challenge is to control oneself
-Kazi Shams

15. 7"
Motivation
Motivation:
• Determination to work for and achieve your goals
and aspirations
• Learn from past mistakes, achievements
• Failure should be your motivation to improve and
succeed

16. 8"
Empathy
Empathy:
• The ability to sympathize with other people’s
feelings and situations
• React and communicate in a caring manner
• Treat others like you want to be treated

17. 9"
Social Skill
Social Skill:
• Ability to use the four previous components to help
foster and maintain positive relationships with a
host of people
• Comfortable around others
• Proficient in building strong networks

18. 10"
Self-Assessment Exercise
WHAT’S YOUR EQ?

19. 11"
Group Discussion
• What did you learn about yourself?
• Do you agree/disagree and why?
• What were some ways given to improve your EQ?
• Do you want to improve your EQ?
• Consequences of low EQ in the workplace? Affect
promotions? Poor communication skills…

20. 12"
Group Discussion
• Can Emotional Intelligence be taught?
• Practice, Practice, Practice using what you learned
during the Self-Assessment exercise
• Obtain and accept feedback from others
• Find a coach to assist you

21. 13"
Benefits of Emotional Intelligence

22. 14"
Resources

23. 15"
Closing Remarks
THANK YOU
Good Luck on your Emotional
Intelligence Improvement
(Healing !)