1. The ROI of Social +Emotional Intelligence
in Leadership
Jonathan “JJ” Jarrell

2. Attributes Exercise
Think of an individual in your life who has had a
tremendous positive impact on you in your life or in the
workplace – a friend, family member, mentor, supervisor,
colleague, or another person. . .
On sticky notes, jot down the attributes that make this
individual so special, the qualities that make you admire
this person – one attribute or quality per sticky note – 3
minimum, 5 maximum. When finished, just put these
aside for later.
“Keep away from people who belittle your ambitions. Small people always do that,
but the really great make you feel that you, too, can become great.”
- Mark Twain

3. Social + Emotional Intelligence:
A Leadership & Career Imperative
“Emotional intelligence is much more powerful than IQ
in determining who emerges as a leader.
IQ is a threshold competence. You need it,
but it doesn’t make you a star.
Emotional intelligence can.”
- Warren Bennis, author of On Becoming a Leader.

4. Ever have a supervisor, colleague or
direct report who was lacking in
S+EI skills? What
IMPACT did this have on you?
What IMPACT did this have
on the organization? How did
YOU handle the situation? What
did YOU do?

5. S + EI Enhance Leadership Skills and
Career Advancement
1. It provides a language and
framework for
understanding “Leaders with higher S+EI
produce more powerful
2. An important skill set for
business results and greater
leaders and managers to
profitability.”
use and model -- Emotional Intelligence of Leaders: A
3. Vastly expands our Profile of Top Executives, Steven Stein,
Leadership & Organization Development
understanding of Journal, 2009
ourselves and others
4. S+EI = Better Leadership
(and greater productivity,
employee engagement,
customer satisfaction, and
profitability)

6. What is S+EI?
A WORKING DEFINITION
Social and emotional
intelligence is the ability to be
aware of our own emotions and
those of others, in the moment,
and to use that information to
manage ourselves and manage
our relationships

7. Social + Emotional Intelligence
• “ 80 – 90% of the competencies that differentiate top
performance are in the domain of EI.”
Daniel Goleman in Working With Emotional Intelligence, 1998
• “EI is more than twice as predictive of business performance
than purely cognitive intelligence.”
Gerald Mount in The Role of Emotional Intelligence in Developing
International Business Capability, 2006
• “Leaders with higher social & emotional intelligence produce
more powerful business results and greater profitability.”
Steven Stein in Emotional Intelligence of Leaders: A Profile of Top
Executives, Leadership & Organization Development Journal, 2009

8. Tyrant’s
Harsh, high-
handed, dictatorial
Abusive, abrasive,
power hungry
Their need to feel
omnipotent will demean
and trample others

9. Bully’s
Habitually cruel
Threatening, belittling
Feel justified in bullying
“weaker” people
Seek control through
fear and intimidation
Often a power
differential

10. Time Bomb’s
Unexpectedly erupt
Adults who throw
childish tantrums
Can’t tolerate opposing
opinions
Suddenly erupt in
shouting tirades, rage,
blaming everyone else

11. The Solution?
Social + Emotional Intelligence
Assessment Introducing the
(for awareness) concept into the
culture
Individual
development
Training
programs
programs
(coaching)

12. Objectives for Today’s Session
Overview of Social + Emotional Intelligence
What is it
& why do
we care?
The 26 The business
distinct case (ROI)
competencies and the health
& wellness
case
How to
measure
S+EI

13. Too Much College, Too Little Kindergarten
IQ: 187
EQ: 0

14. S+EI Four-Quadrant Model
Self Other
Awareness
Self Other
Awareness Awareness
Management
Self Relationship
Management Management

15. S+EI is about behavior and behaviors
can be changed
Genetics

16. So what ???
Hard evidence that the soft skills count . . .
In Business – Greater
Productivity
Retention of top performers
Employee satisfaction & engagement
Profitability
In Life – Individuals
Are healthier
Live longer
Enjoy more satisfying relationships
Have larger, deeper and more
fulfilling social networks

17. The
Business
Case:
The ROI

18. S+EI Coaching, Training & Assessments
Embraced by Many Organizations

19. Social + Emotional Intelligence
Programs in the Workplace
Increase employee engagement
Improve productivity
Increase sales and profits
Improve customer service
Reduce sick days and even
health care costs!

20. S+EI and the Bottom Line at Pepsi
At Pepsico, S+EI programs generated:
10% increase in productivity
87% decrease in executive
turnover (saving $4M)
Over 1000% ROI
Dr. David McClelland, Journal of Psychological Science, 2008

21. Sanofi-Aventis
Pharmaceutical Company
EI increased in development group
18% compared with control group
EI trained sales reps outsold the control group
by an average of 12% or $55,200 each per month
Increase sales and profits
X 40 reps = $2,208,000 per MONTH better
ROI = 600% ($6 for every dollar invested in
EI training and coaching)
Cherniss, Emotional Intelligence in Organizations, 2003

22. US Air Force
Turnover among US Air Force
recruiters = 50% per year
Cost $30,000 to replace each recruiter who left
Emotional Intelligence assessment instruments
used in selection process for new recruiters
USAF created competency model of successful recruiters
Finding: successful recruiters strong in 5 EI skills
Screened new recruiters for 5 skills
Trained incumbents in the 5 skills

23. Air Force Results
Retention of recruiters went from
50% to 96% the first year
Immediate savings of $3 million
annually
(GAO Report on Military Recruiting, 1998 - 2008)

24. Other Quick Examples
MetLife’s S+EI programs with selected
groups resulted in S+EI trained and
coached sales people outselling their
control group counterparts by 37% (key
competencies of self-confidence, optimism,
initiative, and empathy)
At L’Oreal, S+EI programs brought in
$2.5 million more in sales in the first year.
At Sheraton, S+EI programs helped
increase market share by 24%.
SixSeconds White Paper, October 1, 2010

25. Other Quick Examples
American Express Financial Services –
S+EI coaching & training program
introduced to financial advisors, and sales
increased 18%
Supervisors in a manufacturing plant
received S+EI training and coaching, and
lost-time accidents were reduced from 15
per year to 3, and the plant exceeded
productivity goals by $250,000
SixSeconds White Paper, October 1, 2010

26. S+EI Coaching and Training
The results at Avon
More robust, vigorous organization
Competitive advantage
Greater performance & productivity
Higher profits
Cost savings due to reduced turnover,
absenteeism, lowered performance and productivity
Overall more positive work climate
“Emotional Intelligence is in our DNA here at
Avon because relationships are critical at every stage of
our business.”
Andrea Jung, Chair & CEO of Avon Products

27. Research shows . . .
Top reasons for losing
customers: 70% are related
to lack of S+EI
(The Forum Corporation on
Manufacturing and Service
Companies, 2004)
50% of time wasted in business
is due to lack of trust, a key
S+EI competency
(John O. Whitney, Director, Deming
Center for Quality Management, 2002)
The top reasons careers are derailed
are related to a lack of S+EI
(Center for Creative Leadership, 2005;
Stanford University, 2001)

28. Top Reasons for Career Derailment
Poor interpersonal relationships
• Single most common factor –
being too harshly critical
• Insensitive or demanding
• Alienating co-workers and direct-reports
Rigidity
• Inability to accept feedback about traits
they need to change or improve
• Inability to listen, learn and change
Inability to work with a team
• Being disrespectful
• Being uncooperative
• Not sharing information, plans or credit.
Center for Creative Leadership, 2005

29. The Health & Wellness Case
People with positive emotions
• Have lower disease risks
• Fewer symptoms & less
pain when they do fall ill
• Live longer!
• Dr. B. Fredrickson, Distinguished
Professor, University of North
Carolina, Positivity, 2009
• Cohen, S. & Doherty, R.,
Psychological Bulletin, 2005

30. People with positive emotions earn more
over the course of their lifetimes.*
Diener, E., Social Indicators Research, 2002
*ABOUT 33% MORE !!

31. People with positive emotions have more
satisfying relationships*
Harker, L. & Keltner, D., Journal of Personality and Social Psychology, 2001
*And enjoy more satisfying
social networks, a key
factor in longevity

32. Other Personal Benefits
Improved performance and
achievement
More creativity and innovative
problem-solving
Better decision-making
More flexible thought processes
Improved memory

33. So What Does All This Mean?
Self Other
Awareness
Self Other
Awareness Awareness
Management
Self Relationship
Management Management

34. Self-
Awareness Emotional Self
Awareness
Accurate Self Personal
Assessment Power

35. Self Behavioral
Management Self Control
Initiative &
Innovation
Integrity Bias for
& Creativity
Action
Achievement Realistic
Resilience
Drive Optimism
Stress Personal
Intentionality
Management Agility

36. Other
Awareness Empathy
Aaron Feuerstein
Situational/
Service
Organizational
Orientation
Awareness

37. Relationship
Management Communication
Interpersonal Powerful Conflict
Effectiveness Influencing Management
Skills
Inspirational Catalyzing
Leadership Change Building Bonds
Coaching &
Teamwork &
Mentoring Building Trust
Collaboration
Others

38. We should take care not to
make the intellect our god. It has,
of course, powerful muscles, but
no personality. It cannot lead, it
can only serve
ALBERT EINSTEIN

39. Social + Emotional Intelligence
Competencies are measurable
and learnable
Best learned through coaching
(and to some extent, training)
Grounded in science
Proven ROI
S+EI is a core skill-set
Starts with awareness

40. Social + Emotional Intelligence
Profile (SEIP)
26 competencies – most comprehensive
Available in self-scoring version & 360
Adult, Youth, and Work versions
Excellent Validity & Reliability
 Cronbach’s alpha = .96 In January, 2010,
 For reference, MBTI is .56 an independent, third
party statistical analysis
firm found the Emotional
Translations underway Intelligence Profile (EIP)
 Russian, Chinese, Portuguese one of the most valid and
statistically reliable
 Spanish, Italian, French, and
assessments they had
 German coming Fall 2011. seen in 6 years of
doing this work

45. Tools You Can Use
Name it to Tame it:
Building Emotional Self-Awareness
Anxious Energetic Manipulated Stressed
Apathetic Enthusiastic Mean Strong
Appreciative Envious Misunderstood Stubborn
Apprehensive Exhilarated Motivated Stuck

46. Name It Worksheet
• When I woke up this morning I was feeling ______________ and
_______________ and _____________.
• As I was getting ready for the day I was feeling __________________ and
_________________ and _____________________.
• While I was commuting to work/school I was feeling ________________
and ___________________ and ___________________.
• When I first got to work/school I was feeling _______________________
and ____________________________.
• By mid-morning I was feeling ________________ and
_____________________.
• At lunch time I was feeling __________________ and
_____________________.

47. My Trigger List
A Worksheet for Behavioral Self Control
Trigger What I Feel in My Self Talk My Reaction How I Feel Damage Done A Better How I’ll Feel
My Body (What I Do) After I React Response Then

48. Let’s connect!
http://twitter.com/ownyourgrowth http://facebook.com
http://www.linkedin.com/in/jjarrell jj@ownyourgrowth.net
Connect With Me!

49. Questions ??..
Thank you
for joining us
today!