presented by Backbencher's, comilla university, Bangladesh.

1. Impact of Emotional Intelligence on
the performance of a company

2. What’s going to happen next?
• We will briefly introduce the concept of Intelligence, EI and
its basic elements
• We will be presenting two models of EI
• What’s the research on the relationship between EI and job
performance
• How you can use emotions to achieve your objective
• define emotional intelligence
• be aware of the different models of
emotional intelligence.
• describe the relationship between EI and job
performance
• use emotions to achieve your objectives
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3. What Is Intelligence?
• American Heritage Dictionary
– Capacity to acquire and apply knowledge.
– The faculty of thought and reason.
– Superior powers of the mind.
• Robert Sternberg (Beyond IQ, 1985)
– Intelligence is what we measure with tests.
• Howard Gardner
(Multiple Intelligences, 1993)
– Intelligence is the ability to solve problems
– or fashion products of consequence
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4. THE ICEBERG
HOWMUCHDO YOU SEE OF
AN ICEBERG?
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5. THE ICEBERG
• ONLY 10% OF
ANY ICEBERG IS
VISIBLE
• THE REMAINING
90% IS BELOW SEA
LEVEL
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6. IQ & EMOTIONAL
INTELLIGENCE
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7. 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)
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8. So why EI is 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
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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.
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10. TWO VIEW POINTS ABOUT EQ
Traditionalists
say that emotions
High performers
say that emotions
Distract us
Increase our
vulnerability
Cloud our judgment
Inhibit free flow of data
Must be controlled
Motivate us
Increase our confidence
Speed our analysis
Build trust
Provide vital feedback
Must be managed
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11. The Psychological side of Emotion
The 4 Components of EI
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1.Self Awareness
2.Self Management
3.Social Awareness
4.Relationship Management

12. The 4 Components of EI
Self-
Awareness
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1. Emotional awareness.
2. Accurate self assessment.
3. 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.

13. The 4 Components of EI
Self
Management
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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?”
.

14. The 4 Components of EI
Social
Awareness
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Empathy .
Organizational Awareness.
Service Orientation.

15. The 4 Components of EI
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Relationship
Management
Empathy
Service orientation
Developing others
Leveraging diversity
Political awareness

16. .EI Competencies
• Interpersonal Communication Under Stress
– Assertion Personal Leadership
– Comfort ● Empathy ● Decision Making ● Leadership
• Self Management in Life and Career
– Drive Strength ● Time Management ● Commitment Ethic ●
Positive Personal Change
• Intrapersonal Development
– Self-Esteem ● Stress Management ● Anxiety Management ● Anger
Management
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17. Job success, not survival
• Today's great growth and prosperity is running parallel to
some of the highest rates of job turnovers.
• Just because you work hard does not mean you will rise to the
top or that the job is secure.
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18. .
• The more complex
the job, the more
EQ (EI) matters!!
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19. . EI Model
Intrapersonal
Knowing and
managing yourself
Stress Management
Ability to tolerate
stress and control impulses
Interpersonal
People skills – the ability to
interact and get along with
others
Adaptability
Ability to be flexible and
realistic, to solve a range of
problems as they arise
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20. INTRAPERSONAL
• Self-Awareness – the ability to recognize how you’re feeling and why you’re feeling
that way and the impact your behavior has on others
• Assertiveness – the ability to clearly express your thoughts and feelings, stand your
ground and defend a position
• Independence – the ability to be self-directed and self-controlled, to stand on your
own two feet
• Self-Regard – the ability to recognize your strengths and weaknesses and to feel
good about yourself despite your weaknesses
• Self-Actualization – the ability to realize your potential and feel comfortable with
what you achieve at work and in your personal life
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21. INTERPERSONAL
• Empathy – the ability to understand what others might be feeling or thinking,
viewing the world through another person’s eyes
• Social Responsibility – the ability to be a cooperative and contributing of your social
group
• Interpersonal Relationships – the ability to forge and maintain relationships that are
mutually beneficial and marked by give and take and a sense of emotional
closeness
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22. Adaptability
• Reality Testing – the ability to see things as they actually are, rather than the way
you wish or fear they might be
• Flexibility – the ability to adjust your feelings, thoughts, and actions to changing
conditions
• Problem Solving – the ability to define problems, then move to generate and
implement effective, appropriate solutions
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23. Competencies Model
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24. Identify emotions
• Identify how you feel
• Identify how others feel
• Sense emotions in music
• Sense emotions in art
• Detect real vs fake emotions - accuracy
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25. Basic emotions with very clear
facial signals
• Anger
• Sadness
• Fear
• Surprise
• Disgust
• Happiness
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26. Understand Emotions
• Recognizes what events are likely to trigger different emotions
• Knows that emotions can combine to form complex blends of feelings
• Realizes that emotions can progress over time and transition from one to
another
• Provides a rich emotional vocabulary for greater precision in describing
feelings and blends of feelings
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27. Manage Emotions
• Stay open to feelings
• Blend emotions with thinking
• Reflectively monitor emotions
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28. Manage Emotions
Research findings:
• Significant relationship between managing emotions ability and burnout
and mental health
• Teams with higher scores for managing emotions received higher
performance rankings
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29. 29

30. The Emotional Intelligence Assessment Process (ESAP)
• Four competence areas
– Interpersonal Communication 
– Personal Leadership 
– Self-Management
– Intrapersonal Skills
• Three potential problem areas
– Aggression 
– Deference 
– Change Orientation 
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31. Interpersonal Communication Under
Stress
• Assertion (skill)
• Aggression (potential problem)
• Deference (potential problem)
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Communication Continuum
Assertion
Deference Aggression

32. .
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33. Importance of EI in Organizations
s The higher you go, the more EI matters--the more SOCIAL COMPETENCE
matters
• SES ECQ’s
– influence, communication, leadership, change catalyst, conflict
management, building bonds, collaboration and cooperation; team
capabilities
• Army Values
– leadership, duty, respect, selfless service, honor, integrity, personal
courage
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34. 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.
• 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.
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35. .
If we knew nothing about a Company except that
employee attitudes had improved 5%, we
could predict that its revenue would rise
5% above what it otherwise
would have been.
--Sears executive, Harvard Business Review, January, 1998
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36. Where we want to be…the Goal
EQ
Thinking
Part
Feeling
Part
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EQ/EI refers to emotional management skills which provide competence to
balance emotions and reason, so as to maximize long term effectiveness &
happiness.

37. 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)
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38. 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.
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39. 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
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40. What EI trait/traits are not being shown here…
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41. What is this EI Cluster and trait is this guy displaying?
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42. 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
• Reuven’s Bar-on EQi
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43. Don’t forget…”The Goal”
Emotional Intelligence
Thinking
Part
Feeling
Part
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46. No Question!!! But We have One…
You are a customer service representative
and have just gotten an extremely angry
client on the phone. What do you do?
A. Hang-up. It doesn't pay to take abuse from anyone.
B. Listen to the client and rephrase what you gather he is feeling.
C. Explain to the client that he is being unfair, that you are only trying to do
your job, and you would appreciate it if he wouldn't get in the way of this.
D. Tell the client you understand how frustrating this must be for him, and
offer a specific thing you can do to help him get his problem resolved.
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