The document discusses the importance of emotional intelligence in organizations. It provides examples of how developing emotional intelligence can improve employee selection, development, and leadership. Specifically, it describes a case study where an insurance company provided emotional competence training and saw a 10-16% increase in sales as a result. The document advocates that emotional intelligence is an important leadership skill and that organizations should consider it when making hiring and promotion decisions.

1. Making the Case For Increasing Emotional Intelligence in Your Organization Olivier Madel-Felicite [email_address]

2. Acme Financial Services Wanted: Sales Manager

3. The Candidates Carlos Meagan

4. Carlos Sales Associate 5 years sales experience Consistently makes his quotas Self starter, works independently Good relationship with clients Sometimes sets unrealistic goals Not always a team player

5. Carlos loves sales Described as a hunter Well organized Solves problems on his own Carlos

6. Meagan Sales Associate 4 years sales experience Has not consistently made quotas More of a team player Good relationship with clients Doesn’t overextend herself Uses peer networks well

7. Meagan prefers the service side of sales Good at cultivating relationships Good organizational skills Consults with others when working on problems Meagan

8. What’s Emotional Intelligence Got To Do With It? Defining Emotional Intelligence

9. Emotional Intelligence Defined The ability to identify and manage emotional information in oneself and in others. The ability to focus emotional energy on required behaviors to get things done.

13. Stein, S.J., Mann, D., Papadogiannis, P. & Gordon, W., (2009), Emotional Intelligence Skills Assessment (EISA), Pfeiffer: San Francisco

14. Selection Development Leadership

15. Selection

16. US Air Force: The Problem Recruiter turnover = 50% per year

17. Results of USAF Study Retention improved by 92% Cost savings over $2,700,000 Savings in human costs High performers: Worked fewer hours Reported happier marriages

18. Sales Associates: American Express Star Performer Analysis (SPA)

19. Case Study: American Express

20. Top Sales Associates at American Express Score Higher on EQ-i

21. Closer Look at High Performance

22. Star Performer Analysis (SPA) Leadership Sales Customer Service Technical Financial services Insurance Retail Manufacturing Hospitality Airlines Reality Shows

23. Development Training Coaching

24. American Express Financial Services Emotional Competence Study Two groups: 12 hours of emotional competence training No training Training group increased overall sales: 10% more than control group, and 16% more than sales reps across the company Life insurance sales improved 20% more than control sites Result = estimated to have produced millions of dollars in increased sales

25. Leadership

27. The Study 186 CEO’s from YPO and IA Completed EQ-i, company financial information, and Perception of Business Challenges Questionnaire

28. The Results CEO’s scored higher in 8 of 15 EQ scales than general public 1

29. The Results High profit company CEO’s had higher: Companies were divided into High Profit and Lower Profit 2 Empathy Self-regard Reality testing Problem solving

30. The Results 2 We could correctly predict a CEO’s profitability category 87% of the time based on EQ-i score

31. The Results 3 Higher EQ CEO’s reported being less challenged by: Managing growth Managing people Training employees Employee retention

32. Four Pillars of Leadership and EI Based on research by: Marian Ruderman, Ph.D. Center for Creative Leadership, Geensboro, NC Sample = 302 senior managers and leaders Ruderman, M.N., Hannum, K., Leslie, J.B., & Steed J.L. (2001). Leadership skills and emotional intelligence . Greensboro, N.C: Center for Creative Leadership

33. Being Centered and Grounded Knowing your strengths and weaknesses Sense of control Balance work & life Straightforward Related to: Social Responsibility Stress Tolerance Impulse Control Optimism

34. Using a Participative Management Style Interpersonal relationship skills Engages others through listening and communication Ability to form alliances and partnerships Puts others at ease Empowers others Related to: Empathy Social Responsibility Interpersonal Relationships Impulse Control Happiness

35. Having the Ability to Take Action Willingness and ability to take action Seeks advice but acts independently Feels secure in decision making Make good decisions Related to: Assertiveness Independence Optimism

36. Being Tough-Minded Shows resiliency Perseveres in overcoming challenges Able to handle pressure Related to: Self Regard Stress Tolerance Impulse Control

38. Who Do We Hire? Carlos Meagan

39. Vote For Sales Manager Carlos Meagan

40. Who Did We Hire? Carlos Meagan Interpersonal Relationships Reality Testing

41. “ A leader's intelligence has to have a strong emotional component. He has to have high levels of self-awareness, maturity and self-control. She must be able to withstand the heat, handle setbacks and, when those lucky moments arise, enjoy success with equal parts of joy and humility. No doubt emotional intelligence is more rare than book smarts, but my experience says it is actually more important in the making of a leader. You just can't ignore it.” Jack Welch former chairman and CEO of General Electric Co.

42. Thank You Olivier Madel-Felicite [email_address]