Conflict Management in CLAS: Part 2 Emotional Intelligence

1. Conflict Management in CLAS: Part 2 Emotional Intelligence Cynthia Joyce University Ombudsperson

2. Goal: • To make you more successful in your workplace.

3. Objectives: • To increase your understanding of emotional intelligence. • To increase your awareness of the role of emotional intelligence in the workplace. • To develop a plan for improving your emotional intelligence.

4. What is emotional intelligence?

5. Definitions of Emotional Intelligence on the Web: “The awareness of and ability to manage one's emotions in a healthy and productive manner.”allpsych.com/dictionary/dictionary2.html “…emotional intelligence… involves the ability to perceive, assess and positively influence one's own and other people's emotions.” en.wikipedia.org/wiki/Emotional_intelligence

6. Why is emotional intelligence important?

7. Emotional Intelligence Assessment

8. Elements of Emotional Intelligence: • Knowing one’s emotions. • Managing one’s emotions. • Motivating oneself. • Recognizing emotions in others. • Handling relationships.

9. Knowing One’s Emotions • Self-awareness • Know your triggers. • Watch for triggers. • Be aware of your likely responses, especially your problematic responses.

10. Managing One’s Emotions • Plan ahead to control problematic responses. • Do not take the situation personally. • Deal effectively with anger and frustration.

11. Motivating Oneself • Maintain emotional self-control. • Delay gratification. • Stifle impulsiveness. • Keep long-term goals in mind.

12. Recognizing Emotions in Others • Picking up cues. • Managing your discomfort with others’ emotions.

13. Handling Relationships • Help others manage emotions effectively.

14. Feedforward

15. Wrap Up