1. The 21st
Century
Graduate
programme on
Emotional
Intelligence in
the work place

2. A Futurepoint Presentation
An Introduction to Emotional Intelligence

3. A Definition
The term emotional intelligence was
officially coined in 1990 by Salovey and Mayer
Emotional Intelligence/Quotient is “the
capacity for recognizing our own feelings and
those of others, for motivating ourselves, and
for managing emotions well in ourselves and
in our relationships. Emotional intelligence
describes abilities distinct from, but
complementary to, academic intelligence.”
- Daniel Goleman (1998)
3

4. So what’s EI and why is it important?
•
Some research shows that
IQ can help you to be
successful to the extent of
20 percent only in life.
The rest of 80 percent
success depends on your
EQ.
20%
IQ
80%
EQ

5. Fariselli, L. & Freedman, j. ‘Stress, Emotional Intelligence and
Performance in Healthcare’ (2008)

6. Importance of EI to Organizations
• 50% of work satisfaction is determined by the relationship a
worker has with… his/her boss.
• A large hospital reduced turnover of critical-care nurses from
65 to 15 percent within 18 months of instituting an emotional
intelligence screening assessment.
(http://jamesdambrosio.com/2011/01/31/evidence-suggests-emotional-intelligence-increases-productivity/)
• EI is a prerequisite for effective leadership across borders.
• Requires a high level of self-mastery and people skills; ability to
put yourself into the positions of others.

7. Where we want to be…the
Goal
EQ
Thinking
Part
Feeling
Part
EQ/EI refers to emotional management skills which provide competence to balance
emotions and reason, so as to maximize long term effectiveness & happiness.

8. TWO VIEW POINTS ABOUT EQ
Traditionalists
say that emotions
High performers
say that emotions
nDistract us
nIncrease our
vulnerability
nCloud our judgment
nInhibit free flow of data
nMust be controlled
nMotivate us
nIncrease our confidence
nSpeed our analysis
nBuild trust
nProvide vital feedback
nMust be managed
8

9. Is EI something new?
No…it has always been there…we just have been better at
defining it…
“That man is disciplined and happy who can prevail over the turmoil that
springs from desire and anger, here on earth …” Hindu text Bhagavad-Gita,
1000 B.C.E
There are TWO dimensions of emotions:
Physiological side: ‘Emotion’ is a complex state of human mind,
involving bodily changes of widespread character such as
breathing, pounding heart, flushed face, sweating palms, pulse
rate, gland secretions, etc.
Psychological side, a state of excitement or perturbation
marked by strong feelings.
9

10. Physiology & Emotion

11. Why are we spending time on this?
Its important to understand how our
brains process basic and higher level
emotions.
This will increase your awareness of
why we react the way we sometimes
do.
Emotion and your body have a big
relationship!
11

12. The main purpose of the innermost
part of the brain is survival – The “fight or flight response”
To Get at
Emotion, Go
Deep...
The Amygdala is
deep within the most
elemental parts
of the brain.
12
GOLEMAN

13. An Amygdala Hijack in
Action!13
WRITING AN
ANGRY EMAIL IN
CAPS AND THEN
SENDING!

14. Therefore…Basic Emotions--presumed to
be hard wired and physiologically
distinctive
•
Joy
•
Surprise
•
Sadness
•
Anger
•
Disgust
•
Fear
•
Empathy (Not necessarily)
14

15. Emotion related dysfunction
all or nothing thinking
overgeneralization
excessive worrying
worrying as magical thinking
disqualifying the position
jumping to negative
conclusions
“should” statements
labeling & mislabeling
personalization
stonewalling
criticism; contempt
Impacts on physical health
cardiovascular disease
progression of diabetes
progression of cancer
onset of hypertension
Stress related illness
Impacts on relationships
Impacts on mental health
15

16. …therefore, emotion has an
evolutionary basis…
– but basic emotions can
overwhelm rational
thinking…
16

17. High Stress Context
•
A hospital can at times be a complex
and stressful environment where
interpersonal interactions to both
patients and staff are of paramount
importance. Some people thrive on
this (e.g. some ER), some are
overwhelmed by it.
•
EI mitigates the effects of stress.
Fariselli, L. & Freedman, j. ‘Stress, Emotional Intelligence and
Performance in Healthcare’ (2008)
•
Both Physiological & Psychological
aspects at work here.
Source: Six Seconds (www.6seconds.org)
17

18. The Psychological side of Emotion
The 4 Components of EI
18
Self Awareness
Self Management
Social Awareness
Relationship Management

19. 19

20. The 4 Components of EI
Self-Awareness
20
emotional awareness
accurate self assessment
self-confidence
The inability to notice our true feelings leaves
us at their mercy.
People with greater certainty about their
feelings are better pilots of their lives
Have a surer sense about how they feel about
personal decisions.

21. The 4 Components of EI
Self Management
21
self control
trustworthiness
conscientiousness
adaptability
innovation
Within psychology, Locus of Control is considered to be an
important aspect of personality What is “Locus of
Control?”

22. The 4 Components of EI
Social Awareness
22
Empathy
Organisational Awareness
Service Orientation

23. The 4 Components of EI
23
Relationship
Management
empathy
service orientation
developing others
leveraging diversity
political awareness

24. 24Reference: Freshman and Rubino (2004)

25. What EI trait/traits are not being shown here…
25

26. Emotional development

27. The development of EI
A genetic contribution is likely
They are not destiny (timidity)
Early expression of emotion by
parents helps learning
Early abuse hinders learning
Poor ability to read others’
emotion may lead to the
development of poor social skills.
27

28. Value of taking time for self-
awareness requires abilities
to recognize appropriate body cues and emotions
to label cues and emotions accurately
to stay open to unpleasant as well as pleasant
emotions
includes the capacity for experiencing and
recognizing multiple and conflicting emotions
28

29. Using emotions to maximize
intellectual processing and
decision making
Self Awareness is the foundation for EI development
in everybody
“Gut feeling” can be used to effectively guide
decisions- a neurological understanding of how
unconscious and conscious gut feelings guide
decisions, e.g., when prioritizing, emotions help move
the decisions.
Harness emotions to promote or hinder motivation.
(Anxiety, hostility, sadness)
29

30. Developing empathy
Empathy is a feeling different from sympathy. When one is sympathetic,
one implies pity but maintains distance from another person’s feelings.
Empathy is more a sense that one can truly understand or imagine the
depth of another person’s feelings. It implies feeling with a person, rather
than feeling sorry for a person.
Empathy is a translation of the German term Einfühlung, meaning to feel
at one with. It implies sharing the load, or “walking a mile in someone
else’s shoes,” in order to appropriately understand that person’s
perspective.
In research on married couples, empathy appears to include matching the
physiological changes of the other person.
social
awareness 30

31. Developing empathy links to
Greater emotional
stability
Greater interpersonal
sensitivity
Greater affiliation

32. The danger of the nice
personality
Have you ever met a nice
person, but the “ alarm
bells have gone off?”
Charisma draws in but
not always to desired
ends, e.g., Hitler, Jim
Jones.
Empathy can be faked;
so can other emotions.

33. The art of social relationships--
managing emotions in others
To excel at people skills means having and
using the competencies to be an effective
friend, negotiator, and leader. One should be
able to guide an interaction, inspire others,
make others comfortable in social situations,
and influence and persuade others.
social
skills
33

34. The subtle and complex abilities which
underlie people skills
Being attuned to others’ emotions
Promoting comfort in others
through the proper use of display
rules
Using own emotional display to
establish a sense of rapport

35. There are instruments to measure EI...
Take time for mindfulness
Recognize and name
emotions
ID the causes of feelings
Differentiate having the
emotion and doing
something about it
Learn optimism to challenge
distortion
Learn distraction techniques
Listen to voice of experience
Develop Listening skills

36. Don’t forget…”The Goal”
Emotional Intelligence
Thinking
Part
Feeling
Part
36

37. THANK YOU