Presentation given to business students at local college as an introduction to emotional intelligence.

1. Emo$onal
Intelligence
Empathy
in
the
Workplace

2. What
is
Emotional
Experience
is
not
what
happens
to
Intelligence?
you
–
it’s
how
you
interpret
what
happens
to
you.
Aldous
Huxley,
Emo2onal
Intelligence
something
that
Writer
affects
every
aspect
of
your
life.
Understanding
the
root
causes
of
your
emo2ons
and
how
to
use
them
can
help
you
to
effec2vely
iden2fy
who
you
are
and
how
you
interact
with
others.

3. 4
Competencies
of
Emotional
Intelligence
1.
Self-­‐Awareness
2.
Self-­‐Management
3.
Social
Awareness
4.
Rela2onship
Management

4. Self
Awareness
• Being
‘aware’
of
one’s
self
is
the
ability
to
accurately
perceive
one’s
skills
and
knowledge,
value
and
responsibili2es.
• It
is
being
confident
in
what
you
have
to
offer,
whether
it
is
personally
or
professionally.
• Being
present.

5. Self
Management
The
following
is
a
list
of
five
key
points
to
remember
to
help
you
master
the
art
of
self
management.
• Be consistent. Stay accountable
• Stick to the plan.
• Be accountable.
• Educate yourself.
• Center yourself.

6. Social
Awareness
The
ability
to
connect
with
others
and
to
relate
to
them.
Empathy
falls
under
this
competency.
• Why
is
Empathy
important?
• Recognize,
Understand
and
Classify
emo2ons
• Listening
skills

7. Relationship
Management
The
ability
to
establish
and
maintain
mutually
sa2sfying
rela2onships
• Adeptness
at
inducing
desirable
responses
in
others
• Maintaining
the
balance
of
Give
and
Take

8. Empathy
Definition:
• The
ability
to
put
oneself
in
the
shoes
of
another
person.
• The
quality
of
feeling
and
understanding
another
person's
situa2on
in
the
present
moment
and
communica2ng
this
to
the
person
• Ability
to
“read”
the
emo2ons
and
emo2onal
states
of
others
– Body
Language
– Voice
– Facial
Expressions

9. Empathy
Why is it Important?
When
Leaders
listen
using
empathy
to
understand
what
the
person
is
thinking/feeling
without
trying
to
change
them
or
fix
them,
the
person
talking
feels
valued.
When
people
feel
valued
they
feel
safe
and
that
they
ma[er,
which
gives
them
the
freedom
to
be
themselves
and
perform
to
their
highest
poten2al.

10. Recognize:
How
to
Accurately
Perceive
Emotions
• Look
beyond
the
words
themselves.
– Body
Language
– Tone
and
pitch
of
voice
– Intui2on
• Detach
your
emo2onal
state,
judgement
and
personal
feelings
and
observe
from
a
“distance.”
• Focus
on
the
message
(verbally
and
non-­‐verbally)
itself
in
order
to
accurately
perceive
the
emo2ons
of
others.

11. Understand
Emotional
Meaning
• Understand
the
underlying
reason
why
you
feel
the
way
you
do.
– Internally
gauge
yourself
in
order
that
you
respond
appropriately.
– Helps
you
to
have
self-­‐control
during
stressful
situa2ons
– Emo2ons
are
just
that
–
emo2ons.
They
are
not
who
we
are,
but
a
2ny
expression
of
what
we
currently
feel.

12. Classify
&
Express
Emotions
• Appropriate
or
Inappropriate
– Appropriate
• Acknowledging
and
Valida2ng
others
points
of
view.
–
Inappropriate
• Rolling
your
eyes
when
someone
says
something
you
disagree
with.
• Slamming
doors

13. Listening
Skills
• The
cornerstone
for
empathy
is
Listening.
• THE
OCCASION
FOR
THE
MESSAGE.
– What
is
the
reason
why
the
person
is
communica2ng
with
me
now?
• THE
LENGTH
OF
THE
MESSAGE.
– What
can
the
length
of
the
message
tell
me
about
its
importance?
• THE
WORDS
CHOSEN.
– Is
the
message
being
made
formally?
With
aloofness?
With
slang?

14. Listening
Skills
• THE
VOLUME
AND
PACE.
– What
clues
do
the
loudness
and
speed
give
me?
• Are
they
shou2ng?
Speaking
quietly?
• THE
PAUSES
AND
HESITATIONS.
– How
do
these
enhance
or
detract
from
the
message?
• NON-­‐VERBAL
CLUES.
– What
do
eye
contact,
posture,
or
facial
expressions
tell
me
about
the
message?

15. Other
Skills
to
Enhance
Empathetic
Interaction
How
else
might
you
prac2ce
Empathy
in
the
workplace:
1.
Ask
Ques2ons
2.
See
the
Other
Side
3.
Being
in
the
Moment
4.Use
Coping
Thoughts
5.Relaxa2on
Techniques
for
self
awareness

16. Asking
Questions
Here
are
some
2ps
in
asking
ques2ons
effec2vely:
1.
Ask!
2.
Ask
open
ques2ons.
– What,
When,
Who,
Why
3.5
Magic
words
– Tell
Me
More
About
That....
Who
can
tell
me
why
asking
is
important?

17. Seeing
the
Other
Side
The
first
step
in
influencing
other
people
is
entering
their
world.
This
means
sejng
aside
your
own
point
of
view,
and
looking
at
the
situa2on
from
another
person’s
perspec2ve.
Remember,
each
person
is
unique,
and
consequently
sees
the
world
differently.
You
can’t
always
assume
that
what’s
clear
to
you
is
clear
to
the
people
you
are
talking
to.

18. Self
Management
and
Self
Awareness
People
who
are
aware
of
their
methods
of
dealing
with
conflict
and
understand
the
bearing
of
their
way
of
doing
things
aren’t
as
likely
to
make
ma[ers
worse
than
those
who
are
not
aware
of
themselves.

19. Using
Coping
Thoughts
When
you
find
yourself
in
a
situa2on
that
requires
coping
skills,
do
the
following:
• Take
a
deep
breath:
Deep
breathing
has
an
amazingly
calming
effect
on
the
brain.
• Step
away
from
the
issue:
Mentally
take
yourself
away
from
the
situa2on
and
analyze
the
issue
itself.
– Bu[on
Pushing
• Use
posi2ve
thinking

20. Using
Relaxation
Techniques
There
are
several
common
types
of
relaxa2on
techniques,
with
three
of
them
being:
• Medita2on
• Progressive
muscle
• Visualiza2on
Why
might
relaxa2on
be
important?

21. Bringing
it
All
Together
Whether
it
is
dealing
with
an
unruly
co-­‐worker
or
a
demanding
boss,
not
allowing
nega2vity
to
get
the
best
of
your
emo2ons
can
benefit
your
mind,
body
and
soul,
which
is
the
ul2mate
goal.

22. Understand
Emotions
and
How
to
Manage
Them
in
the
Workplace
• Understanding
one’s
emo2ons
and
learning
how
to
use
them
is
the
responsibility
of
each
person.
• Many
2mes,
it
may
feel
like
the
workplace
is
no
place
for
emo2ons,
whether
good
or
bad.
But
the
truth
is
emo2ons
must
be
u2lized!

23. Wrap
Up
Empathy
is
a
choice.
We
have
to
choose
to
improve,
to
care,
to
get
out
of
our
own
way,
and
to
bridge
the
gaps
between
us.
Empathy
allows
us
to
be
fully
human
and
gives
others
permission
to
do
the
same.

24. Thank
you!
Suzy
Groves,
CID,
CPC,
ELI-­‐MP