1. EMOTIONAL INTELLIGENCE –
POSITIVE CHANGES FOR 2013
WIBFI – 24th January 2013

2.  Clare Mulligan MSc, B.A.(Psych), FLIA QFA
 Organisational Psychologist
 24 years working in Financial Services
 Consultant Psychologist for Financial
Services sector
 Research – Workplace trends,
generational diversity, consumer
psychology, portfolio careers, ageing
workforces, retirement

4. OVERVIEW
 What is Emotional Intelligence (EI/EQ)?
 History of Emotional intelligence
 Research highlighting organisational benefits
 Workplace trends
 Processing information and wisdom
 Components of Emotional Intelligence
 Low Emotional Intelligence
 Practical tips for your improving Emotional
Intelligence

5. WHAT IS EMOTIONAL INTELLIGENCE
 Emotional intelligence (EI) refers to the ability to
perceive, control and evaluate emotions.
 When applied to the workplace EI involves thinking
“intelligently” about our own and others’ emotions
and how they influence our thoughts and
behaviours at work
 Positive relationship between emotional intelligence
and job performance, satisfaction and well being.
 Focuses on behaviours, not personality

6. The driving
purpose of
FOUR EI DIMENSIONS EI and life in
general
Strong, healthy and effective
relationships
Relationship
Management
Social
Awareness
Self Management
Self Awareness

7. History of Emotional Intelligence
Year Author Key Concept
1930s Edward Thorndike describes the concept of "social
intelligence"
1940s David Wechsler affective components of intelligence
1950s Abraham Maslow emotional strength
Self Actualization
1975 Howard Gardner multiple intelligences
1985 Wayne Payne introduces the term emotional
intelligence
1990 Peter Salovey and landmark article, "Emotional
John Mayer Intelligence,"
1995 Daniel Goleman Emotional Intelligence: Why It Can
Matter More Than IQ

8. EVIDENCE OF EI – MARSHMALLOW TEST

9. EVIDENCE OF STUDIES USING EI
 Study of 44 Fortune 500 companies - salespeople
with high EI produced twice the revenue.
 Technical programmers were developing software
three times faster than those with lower EI
 Financial advisers at American Express, after
training, improved customer relationships and had
higher sales per customer.
 research in over 200 companies -
 Mid level high performers = one third technical
skill and cognitive ability. Two thirds is EI
 High performing leaders = four-fifths of the
difference is due to EI

10. LEADERSHIP

11. CURRENT INTEREST IN EMOTIONAL
INTELLIGENCE
Positive Women in
Gen Y
Psychology Business
Careers –
Work Life Psychological
psychological
Integration Contract
successes
Knowledge
Diversity
Worker

12. SKILLS FOR MODERN WORKPLACE
Coaching/
Networking Team work
mentoring
Sales/
Decision
Resilience Relationship
Making
Management
Change Stress
Leadership
Management Management

14. AN AMYGDALA HIJACK!!
 Amygdala – everything
we feel about an
experience is stored here
 Amygdala triggers
release of corisol
 Directs energy from
intellect to senses
 brain rushes blood to
muscles needed for
fighting or fleeing
 You are unable to focus
your thinking or actions

15.  Smart is ability to learn
 Wisdom – situational
 Wise people generally share an optimism that life's
problems can be solved and experience a certain
amount of calm in facing difficult decisions.

16. FOUR EI DIMENSIONS
Strong, healthy and effective
relationships
Relationship
Management
Social
Awareness
Self Management
Self Awareness

17. Self Other
Personal Competence Social
Self-Awareness Social Awareness
•Emotional Self-Awareness •Empathy
Recognition •Accurate Self-Assessment •Service Orientation
•Self-Confidence •Organisational Awareness
Self-Management Relationship Management
•Self-control •Developing others
•Trustworthiness •Influence
•Conscientiousness •Communication
Regulation •Adaptability •Conflict management
•Achievement drive •Leadership
•Initiative (+Innovation) •Change catalyst
•Building Bonds
•Teamwork & Collaboration

18. SELF AWARENESS - EMOTIONAL AWARENESS
o Recognition of own emotions
o Recognise effect of emotions
o Ability to use values to guide decision making
o Strong in Emotional Awareness
o Know which emotions they are feeling and why
o Realise link to emotion and behaviour
o Guiding awareness of values and goals and
passions

19. SELF AWARENESS – ACCURATE SELF
ASSESSMENT
o A sense of personal strength and limits.
o Clear vision of where to improve
o Ability to learn from experience
o Strong in Accurate Self Assessment
o Aware of strengths and weaknesses
o Reflect and learn from experiences
o Open to feedback, learning and self
development

20. SELF AWARENESS – SELF CONFIDENCE
o Courage that comes from certainty about our
capabilities, values, goals and self worth
o Strong in Self Confidence
o Self assured
o Can voice views that are unpopular
o Are decisive
o Inspire confidence
o Self efficacy – belief in skills

21. SELF ASSESSMENT
Development Average Strength
Opportunity
Self Awareness
Accurate Self
Assessment
Self Confidence
 What am I passionate about?
 What am I best at?
 What do I value?

22. BENEFITS OF EMOTIONAL INTELLIGENCE
manage
Communicate
emotions in Relieve stress
effectively
positive ways
Assist with
Greater self Understanding
setting own
awareness of behaviour
goals
Develop Become more Better
cognition skills resilient relationships

23. LOW EI?

24. LOW EI
 Not aware of own value set and passions.
 May be a workaholic
 Indecisive
 May have a difficult time interpreting,
understanding, and acting on emotions.
 Often have difficulty expressing their own emotions
 May experience low self-esteem and poor self-
confidence
 May have difficulty feeling empathy

25. LOW EI
 Attribution theory
 behaviour of others - internal attributions, such as
personality traits.
 our own behaviour external attributions, such as
situational or environment.
 Actor/Observer Difference
 We see ourselves as being less predictable, whilst
others are assumed to be more one-dimensional, with
less possible behaviours.
 Stereotypes

26. EI CAN BE DEVELOPED

27. HOW TO IMPROVE YOUR EMOTIONAL
INTELLIGENCE

28.  Take a minute during the day to check in with
yourself
 Attune to your feelings
 Recognise your emotion
 Assess behaviour
 Self honesty
 Don’t rationalise

29. 2. LISTEN AND OBSERVE

30. 3. REFLECT ON EMOTIONAL LEARNING

31. 4. CONTROL YOUR EMOTIONS BY LOOKING AHEAD
 “Youranger, depression, spite, or
despair, so seemingly real and
important right now; where will they
have gone in a month, a week, or even
a moment?”

32. 5. CHANGE YOUR MOOD

33. 6. BECOME WISER

34. 7. LISTEN TO YOUR BODY

35. 8. ASK SOMEONE ELSE

36. 9. ONLY FOCUS ON WHAT YOU CAN CONTROL

37. 10. DISCOVER YOUR OWN LEVEL OF
EMOTIONAL INTELLIGENCE

38. “I have learnt that people will forget what you
said,
people will forget what you did,
but people will never forget how you made
them feel”
Maya Angelou