Emotions • Surprise • Happiness • Fear • Sadness • Anger • Disgust
Emotional Intelligence • the ability to acquire and apply knowledge from your emotions and the emotions of others • skill to use your emotions to help you make choices • effective control over yourself and your impact on others.
Emotional IntelligenceCompetencies • Intra-personal, invisible to others and occur inside of us • Emotional Self-Awareness • Emotional Self-Regulation • Emotional Self-Motivation • Inter personal • Empathy • Nurturing Relationships
Why Emotional Intelligence? • Enhance your career and success potential • Improve your personal productivity • Increase Job Satis-faction • Work easily with demanding clients and team members • Improve work/life balance so you can enjoy your personal life.
Why Emotional Intelligence? • Mental Clarity • Higher Productivity • MagnetizeTalent • Inspire People • Less Chaos
Executives • make decisions • rely on more people • accountable • lead organizational change • inspiring and energizing anxiety, fear, caution, guilt & depression
Managers & Supervisors • behavior and treatment & turnover and retention • influence attitudes, performance, and satisfaction of employees • firm and caring at the same • employees want a supportive, caring Supervisor or Manager
Team Leaders & Project Managers • accountable positive environment • shorter time periods • projects of greater magnitude • eliminate roadblocks • organizations can cause a lot of frustration, anxiety, suspicion, and resentment • Teams may Collapse
Sales Professionals • difficult prospects and customers • adversarial situations • situations can generate anxiety, fear, frustration or even outright anger • vicious negative emotional cycle • can stay mentally focused • Optimism leads to persistence • strong positive relationships
Teams • to work smoothly with people • Deadlines are tight, • resources are scarce, • technology advancing, • team members changing • a team member doesn't deliver • resources are taken away • still expected to meet tight deadlines
Customer Service Representatives • deal with angry, frustrated customers • verbally abused • nervous, mad, disgusted, and angry • require the intervention Supervisor • company to lose that customer • customer tell friends about the poor treatment
Technical Professionals • pressure to do more with less • work long hard hours • to create and innovate • interact with people of different functions • do tasks, they would like to avoid • "emotional hijacking" – a physiological response in the brain that literally keeps people from thinking clearly • Communication hampered, mistakes & errors made, creativity blocked
Administrative Staff • volume of work • New computer systems • new requirements • new policies and procedures • interruptions are the norm • overwhelmed, worried, dejected, confused, fearful, even guilty • Procrastination evident, mistakes increase, depressive state, complaining and absenteeism • Health, attitude, and morale suffer