The document discusses transforming worker attitudes through emotional intelligence training interventions. It presents a case study of a training program conducted with the management team of a Jamaican hospitality sector company. The training focused on developing emotional intelligence skills like self-awareness, self-management, social awareness, and relationship management. Results of the training included increased resilience to change, acceptance of accountability, and a more cohesive management team. The presentation argues that focusing on learning rather than training can achieve sustainable improvements in habits and behaviors to transform organizational culture.

1. Transforming Worker Attitudes Through Training Interventions: An Emotional Intelligence Case Study Presentation For Human Resource Management Association of Jamaica Conference27 By Galba Bright, Galba Bright & Associates http://tuneupyoureq.com November 17 th 2007

2. Before We Go Any Further, Let’s All Check In On A Scale Of 1-10, 10 Being The Highest, How Do You Rate Yourself Right Now In The Following Areas: Energy Level Open-mindedness/Openheartedness Focus (Ability To Give Full Attention To The Task At Hand)

3. Overview Introduction: Why Do We Want To Transform Attitudes? What Is “Emotional Intelligence?” Case Study Summary Discussion Close

4. Emotional Intelligence Is The Key to Customer Retention Emotional Intelligence Deficiencies Account for 70% of The Reasons Why Organisations Lose Customers And Clients. Forum Corporation Study, 1996

5. What Is Emotional Intelligence ? “ The Capacity For Recognising Our Own Feelings And Those Of Others, For Motivating Ourselves, And For Managing Emotions Well In Ourselves And In Our Relationships.” Daniel Goleman: “Working With Emotional Intelligence”

6. The 4 Elements of Emotional Intelligence 1. Self Awareness - Knowing What You Are Feeling IN THE MOMENT , And Using Those Preferences To Guide Your Decision-making. 2. Self Management - Managing Your Emotions So That They Help, Rather Than Hinder The Task At Hand. 3. Social Awareness - Sensing What People Are Feeling and Being Able To Understand Their Point of View. 4. Relationship Management- Guiding, Motivating, Leading and Influencing Others.

7. EQ Focuses on Learning, Rather Than Training “ Change will be more enduring if the organization’s culture and tone support the change and offer a safe atmosphere for experimentation.” Consortium for Research on Emotional Intelligence in Organisations. Good Practice Guideline.

8. Success Story Framework

9. Case Study: Jamaica Hospitality sector 200 staff, 20 management team members. 2 Day On-Site Managers’ Learning Programme. Mini-lectures, role plays, quizzes, discussions. Free EQ Powerpack ™ follow up material for participants.

10. Concerns/Issues Relative Immaturity of Management Team Fear of Impending Managerial Changes Narrow Perception of Managerial Role

11. Desired Outcomes Improved Ability To Give And Receive Feedback. More Cohesive Team. Greater Acceptance of The Constancy of Change.

12. Results Increased Resilience In Dealing With Change. Increased Acceptance of Personal Accountability. Management Team Is More Cohesive.

13. Lessons Learned Enhanced Communication Has Unfrozen Past Behaviour Patterns. Follow Up Is Vital. Role Plays Can Be A Powerful Learning Methodology.

14. Challenges Securing funding and authorisation for Learning Programme. Short development time for programme design (2 days!!). Organisation undergoing significant organisational change (make or break?)

15. Suggestions For Continuous Improvement Design Use organisational surveys, Conduct EQ assessments before and after programmes Use formal and informal evaluation methods Fully engage participants before the programme starts.

16. Summary: Learning, Not Training It’s Not The Same As Teaching A Technical Skill. EQ Improvement Revolves Around Sustainable Improvements In Habits and Behaviour. If We Focus On Individual And Organisational Learning We Can Achieve Our Transformational Goals.

17. Your Check Out Questions On A Scale Of 1-10, 10 Being The Highest, How Do You Rate Yourself Right Now In This Area: Clear Understanding of How Emotional Intelligence Learning Programmes Can Transform Worker Attitudes.

18. Products And Services Fee Based Learning Programmes and Coaching Services. http://tuneupyoureq.com/learning-programmes/ White Papers and Special Reports http://tuneupyoureq.com/ No-cost Monthly BrightIdeas Featured Presentations ™ http://tuneupyoureq.com/bright-ideas-presentations/featured/ 44 Emotional Intelligence Knowledge Products, including Tune Up Your Emotional Intelligence ™ Workbook & Quarterly Tools For Transformation ™ Newsletter. http://tuneupyoureq.com/tools-for-transformation/ Over 140 no-cost Emotional Intelligence articles http://tuneupyoureq.com/category/blog/

19. Thank You For Your Time Enjoy your Emotional Intelligence journey !!! Galba Bright http://tuneupyoureq.com www.tuneupyoureq.com