Emotional Intelligence

1. Emotional Intelligence Dave Taylor - Sept 99 A review of “Working with Emotional Intelligence” by Daniel Goleman

2. Who Cares? • Schools • “empathy, perspective taking, rapport, and cooperation” are among the competencies the school is looking for in those who apply- Jill Fadule, director of admissions, Harvard Business School • Corporations • “A 1997 survey of benchmark practices among major corporations, done by the American Society for Training and Development, found that four out of five companies are trying to promote emotional intelligence in their employees through training and development, when evaluating performance, and in hiring.”

3. Product and Services Success • Innovation • “market forces appear to be the primary influence on innovation. From 60 to 80 percent of important innovations in a large number of fields have been in response to market demands and needs.- James M. Utterback - MIT • Success… • “…the introduction of 224 new electronics products - half successes and half failures - [it was] found that the key success factor was the development team’s interaction with the customer. Very few innovations emerge because someone in the organization says, ‘Aha, maybe we can find a user for this technical idea’.”- Modesto Marquis - University of Miami

4. What about IQ? • Emotional Intelligence comes out on top • “a study of Harvard graduates in the fields of law, medicine, teaching, and business found that scores on entrance exams - a surrogate for IQ - had zero or negative correlation with their eventual career success.”- Daniel Goleman.

5. Anger? Who, me? • Be remembered well • We are most often remembered for our ability, or lack of ability, to handle adversity. When we handle it well, we are remembered well. • What kind of person are you when you’re angry? People tend to remember that most. • So, what is Emotional Intelligence?….

6. What is Emotional Intelligence? • Emotional self-awareness • Getting a reading of the emotional climate as it impacts performance • Achievement • Scanning the environment for crucial data and opportunities for enterprise • Adaptability • Flexibility in the face of challenges or obstacles • Self-control • Performing effectively under pressure rather than reacting out of panic, anger, or alarm These are skills! They’re learned behaviours, NOT genetic!

7. What is Emotional Intelligence? • Integrity • The reliability that breeds trust • Optimism • Resilience in the face of setbacks • Empathy • Understanding the feelings and perspective of others, whether clients and customers or internal constituencies • Leveraging diversity • Utilizing differences as opportunities There are NO “right” answers! Only “better” answers!

8. What is Emotional Intelligence? • Political awareness • Understanding salient economic, political, and social trends • Influence • Adeptness at persuasion strategies • Building bonds • The strength of personal links between far-flung people and parts of an organization Improvement only comes with cycles of effort and feedback.

9. What is Emotional Intelligence? Different jobs make differing competence demands! But ALL jobs benefit from Emotional Intelligence! Technical Knowledge Competency Emotional Intelligence New Grad Middle Manager CEO

10. Personal Competence - how we manage ourselves Self Awareness Knowing one’s internal states, preferences, resources, and intuitions • Emotional awareness • Recognizing one’s emotions and their effects • Accurate self-assessment • Knowing one’s strengths and limits • Self-confidence • A strong sense of one’s self-worth and capabilities

11. Personal Competence - how we manage ourselves Self Regulation Managing one’s internal states, impulses, and 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, approaches, and new information

12. Personal Competence - how we manage ourselves 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 or organization • Initiative • Readiness to act on opportunities • Optimism • Persistence in pursuing goals despite obstacles and setbacks

13. Social Competence - how we handle relationships 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

14. Social Competence - how we handle relationships Social Skills 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 disagreements • Leadership: Inspiring and guiding individuals and groups • 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 pursuing collective goals

15. Emotional IntelligenceWhat’s next?!? • Assess job demands • Assess yourself • Career development planning • Personal objective setting • Practice, practice, practice,…and ongoing tracking • Feedback cycles - solicit and provide feedback • Giving and receiving feedback are skills well worth developing • Coaching, mentoring, and teamwork - buddy net • Stick to your guns, even in the face of objections