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Emotional Intelligence (EI): Implications for Information Technology . Robert Orr, Associate CIO Dr. John Sherlock, Assistant Professor of Human Resources. 1B. Emotional Intelligence (EI): It’s Created Quite a Buzz: .
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Robert Orr, Associate CIO
Dr. John Sherlock, Assistant Professor of Human Resources
“Accurate self-assessment was a hallmark of superior performance in a study of several hundred managers from twelve different organizations” (Boyatzis, 1982)
But even before it was called EI…
“Traditionally, it has been believed that the cognitively smartest (highest IQ) make the best technical performers, but our initial research is showing that the high EQ IT professionals may be the real stars. They use their interpersonal skills to get more information, to get help solving problems, and are generally better liked by others.“
(Dr. Steven Stein, psychologist and President of MHS)
Because It’s not about technology, it’s about relationships
IT professionals are being called on now “to be partners in addressing campus issues, not just campus IT issues. . . .
Our profession has evolved and our experience has deepened. It is time to engage in higher education’s grand challenges.” (EDUCAUSE Executive Team, 2006)
An instructional developer has been working with a senior faculty member on adding “active learning” elements into some lesson plans and they have had several good conversations. When the developer presents a new lesson outline that features best practices in student interaction and group work, the faculty member rejects the plan and suggests the effort was a waste of time.
Why this reaction? (Fear of failure, uncertain of own ability, comfortable teaching in old way) How could EI help?
The help desk receives a call from a student asking for help in completing an assignment using technology. The student’s computer is loaded with spyware and the helpdesk suggests installing campus software to avoid this. The student, rather than thanking the help desk, turns rude and calls the help lame.
Why? (Anxiety over admitting he did know about spyware or anxiety that people would find out that he had been accessing inappropriate content. ) How can EI help?
The DBA needs the SYS/Ops folks to grant access to certain features on the server in order to complete an important project. The Sys/ops folks say no problem but drag their feet in granting the access.
Why (Loss of control, job security)? How could EI help?
A member of your staff does great work and always delivers on what the clients wants as opposed to another worker who has trouble meeting deadlines--but clients always ask for the second worker.
Why? (Ability to be empathic, helpful, understanding, non-threatening) How could EI help?
You know your staff are great and work hard to support those they serve, yet the customer service indexes never reflect excellent levels.
What’s going on? (focus on technology instead of relationships) How could EI help?
(Fun “mini” EI self-assessment tool on this site).
Dr. John Sherlock (email@example.com)
Robert Orr (firstname.lastname@example.org)