Emotional Intelligence is mostly described as the ability to understand one's own feelings, appreciating the feelings of others and the management of these emotions to enhance productive living and social interactions.
2. You cannot teach a person
something he does not already
know: you can only bring what
he does not know to his
awareness
Galileo
2
3. EI self-test interpretation
12-19: work on your ability to exist in a team
as you are not a team worker. Work on your
emotions as well as learn to manage other
peoples’ emotions. Try to listen to others
3
4. EI self-test interpretation
20-27: people are reluctant to follow your
leadership as you are always defending your
turf, hence motivating others becomes a
challenge. Learn to let go, woo your
subordinates, not your boss
4
5. EI self-test interpretation
28-36: you enjoy your work and are ready to
consult with others working with you. When
people trust you, they will follow your lead
but they can only trust you if your principles
and position are confidently held
5
6. Good Leadership and
Management
Good leadership is not about whether things
go right or wrong, some things will go
wrong.
Being a successful leader and manager is
about how well you handle your emotions,
understand the emotions of others, and find
a successful approach to solving the
problem.
7. Our Emotions
We’re all human, hence we have emotions
Happy
Sad
Angry
Afraid
Ashamed
8. Emotional Triggers and Range
Depending on each of our personal histories
and experience there are a variety of trigger
points that cause an emotional reaction
within us.
An understanding what triggers your
emotions can help you develop habits that
will improve your emotional intelligence.
Our emotions can range from relatively mild
to extreme
9. Emotional Intelligence: what is
it?
Emotional Intelligence is our ability
to recognize and understand
emotions in ourselves and in others.
10. Understanding Emotions
By improving our ability to recognize and
understand our emotions we can do a much
better job
Managing our behavior
Managing our social interactions
Making personal decisions, and
Getting better results
11. The Leadership Connection?
We’ve all met …
◦ smart people whose ideas never seem to
come to fruition
◦ people with winning personalities that never
amount to much
◦ visionaries who aren’t able to bring their
vision to reality
What seems to make the biggest difference
between success and failure is a person’s
EMOTIONAL INTELLIGENCE
12. Did you know
When compared with 33 other key skills like
time management, decision-making and
communications:
EI accounts for 58% of performance in all job
types?
90% of high job performers are also high in EI,
yet only 20% of low job performers are high in
Emotional Intelligence?
People with high Emotional Intelligence make
more money?
13. Note that:
We are a mix of things:
Intelligence/IQ: our ability to learn
Personality: introvert, extrovert, detailed, optimistic,
pessimistic, etc
Emotional Intelligence, EI: self awareness, self
management, social awareness, relationship
management, etc
Unlike IQ and Personality, EI can be improved upon
as it is a learning process through out life
14. Objective?
In order to improve our EI, we need
to have an understanding of what
aspects we are good at and which
areas need work
14
15. Skills to EI
Personal Competence
Self awareness/understanding how you are really
feeling
Self control/management of our emotions
Social Competence
Social awareness/situational analysis, what are others
feeling
Relationship management/understanding your own
emotions and those of others to enable successful
interpersonal relationships
15
16. Leadership and EI at Work
SELF AWARENESS
Self aware managers and leaders…….
Understand what they do well and areas they
need to work on
Know what motivates and satisfies them
Which people and situations trigger their
emotions
16
17. Leadership and EI at Work
SELF MANAGEMENT
Skilled self-managers know………
When to act and when not to act
How to stay flexible
How to manage their reactions to people and
situations
How to delay gratifications for more important
longer term goals
17
18. Leadership and EI at Work
SOCIAL AWARENESS
When you are a socially aware, you
become…..
Able to accurately read the emotions of others
and are more empathetic
More objective in analyzing situations
18
19. Leadership and EI at Work
RELATIONSHIP MANAGEMENT
Skilled relationship managers know how
to…..
Channel their awareness of their own emotions and
those of others to create successful social
interactions
Get value out of every situation, even when dealing
with people they don’t like!
Effectively manage social interactions by avoiding
conflicts
19
20. How to improve EI
Test yourself to focus on one
area to improve first!
Make one improvement at a
time
Know what triggers your
emotions
Don’t give in to moods
Challenge your values and
actions regularly
Seek feedback from people you
absolutely trust
Under-react to situations
Sleep over issues
Smile more, take time off for
relaxation
Create time to think
Focus on what you can do, not
what you cannot do
Stay focused
Make every encounter a
learning one
Embrace change
20
Increased focus on data analysis – understanding customers and their behaviors and getting them moved through the life cycle.
Channel integration –consistent experience across all touchpoints (call centers, sales, web, email)
Increased focus on partnerships to bring customers more benefits