Emotional Intelligence - An Overview

1. Emotional Intelligence in the Workplace
An Overview
Dr Glenn Carter
Healthcare Professionals Group

2. References
Material in this presentation is sourced from research conducted by Daniel Goleman. For further
information please refer to:
Emotional Intelligence. Why it can matter more than IQ.
Daniel Goleman. Bloomsbury. 1996
Working with Emotional Intelligence.
Daniel Goleman. Bloomsbury. 1998
What Makes a Leader.
Daniel Goleman Harvard Business Review Press. 2011 (originally 1996)

3. Emotional Intelligence
Understanding yourself, your goals, intentions, responses, and behaviour.
Understanding others, and their feelings.
A group of 5 skills that enable the best leaders to maximize their own and their follower’s
performance
 Self-Awareness
 Self-Regulation
 Motivation
 Empathy
 Social skills

4. Self-Awareness
Definition: Knowing one’s emotions, strengths, weaknesses, drives, values and goals – and their
impact on others.
Hallmarks:
 Self-confidence
 Realistic self-assessment
 Self-deprecating sense of humour
 Thirst for constructive criticism

5. Self-Awareness
Example:
A manager knows tight deadlines bring out the worst in him.
So he plans his time to get work done well in advance.

6. Self-Regulation
Definition: Controlling or redirecting disruptive emotions and impulses.
Hallmarks:
 Trustworthiness
 Integrity
 Comfort with ambiguity and change

7. Self-Regulation
Example:
When a team botches a presentation, its leader resists the urge to scream, instead, she considers
possible reasons for the failure, explores the consequences to her team, and explores solutions with
them.

8. Motivation
Definition: Being driven to achieve for the sake of achievement.
Hallmarks:
 A passion for the work itself and for new challenges.
 Unflagging energy to improve.
 Optimism in the face of failure.

9. Motivation
Example:
A portfolio manager at an investment company sees his fund tumble for three consecutive quarters.
Major clients defect. Instead of blaming external circumstances, she decides to learn from the
experience – and engineers a turnaround.

10. Empathy
Definition: Considering others’ feelings, especially when making decisions.
Hallmarks:
 Expertise in attracting and retaining talent.
 Ability to develop others.
 Sensitivity to cross-cultural differences.

11. Empathy
Example:
An American consultant and her team pitch a project to a potential client in Japan.
Her team interprets the client’s silence as disapproval, and prepares to leave.
The consultant reads the client’s body language and senses interest.
She continues the meeting, and her team gets the job.

12. Social Skill
Definition: Managing relationships to move people in desired directions.
Hallmarks:
 Effectiveness in leading change
 Persuasiveness
 Extensive networking
 Expertise in building and leading teams

13. Social Skill
Example:
A manager wants his company to adopt a better internet strategy.
He finds kindred spirits and assembles a de facto team to create a prototype web site.
He persuades allies in other divisions to fund the company’s participation in a relevant convention.
His company forms an internet division and puts him in charge of it.

14. Summary
Successful leaders have highly developed emotional intelligence.
They have self –awareness – they know their strengths, weaknesses, drives, values and impact on
others.
They have self-regulation – they control or redirect disruptive impulses and moods.
They have motivation – they relish achievement for its own sake.
They have empathy – they understand other people’s emotional make-up.
They have social skill – they build rapport with others to move them in desired directions.

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