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ExcellencExcellencee Through

Emotional Intelligence

"The secret of joy in work is contained in one word - excellence. To know how to do something well is to

enjoy it.” --Pearl Buck

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Excellence ?Excellence ?“Excellence is an art won by training and habituation. We are what we repeatedly do. Excellence, then, is not an act, but a habit”

Aristotle

If you are going to achieve excellence in big things, you develop the habit in little matters.

Excellence is not an exception, it is a prevailing attitude.” --Charles R. Swindoll

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Habits Habits ??

Knowledge(what to, why to)

HabitsHabitsInternalized principles Internalized principles & patterns of behavior& patterns of behavior

Knowledge(what to, why to)

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Habits Habits ??

Knowledge(what to, why to)

HabitsHabitsInternalized principles Internalized principles & patterns of behavior& patterns of behavior

Desire(want to)

Knowledge(what to, why to)

Desire(want to)

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Habits Habits ??

Knowledge(what to, why to)

HabitsHabitsInternalized principles Internalized principles & patterns of behavior& patterns of behavior

Desire(want to)

Knowledge(what to, why to)

Skills(how to)

Desire(want to)

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Habits Habits ??

Knowledge(what to, why to)

HabitsHabitsInternalized principles Internalized principles & patterns of behavior& patterns of behavior

Desire(want to)

Knowledge(what to, why to)

Skills(how to)

Desire(want to)

Habits

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Excellence is content less and therefore its measurement can only

be against certain benchmarks

Excellence Excellence ??Operational Excellence is

defined as: Consistently providing the highest quality service excellence to our customers At the lowest possible cost while achieving above average returns. Quality Assurance initiatives are key elements in support of this goal

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Who Should We Benchmark With?

• Internal benchmarkinginternal benchmarking is likely to meet with less resistance from managers• Benchmarking with competitors (international benchmarking)those competitors who are performing better than us• Best in the Industrywith Industry leaders who achieved the best performance• Cross Industrysome measures could be compared with best performance of any industry e. g. Finance, HR measures

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Achieve Organizational Excellence ?

Focusing Energy & Resources

Visio

n

Alignment

Mission

Visi

on

Mission

Excellence Assessme

nt

ASK: Is the organization in sync. with the Mission?

CHAOS ExcellenceSubstandard Performance

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Alignment: New Business Strategy & Excellence

Human Capital Development & Management is a new business strategy to improve organizational effectiveness by implementing a management system to align, develop and manage people.

If you don’t know where you are going, any path will take you

there”--- Old Sioux Proverb ---

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BehaviorBehavior Results /Results /ExcellenceExcellence

Manage-Manage-mentmentSystemsSystemsandandPracticesPractices

CultureCulture& Values& Values

oStrategyStrategy

Framework for Change Excellence

Managing the linkage between culture and strategy helps drive performance excellence

The role of leadership is to align the organization’s

strategy and work culture

Behavior and performance is enhanced to the extent that management systems and practices are aligned with the culture and strategy

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ASK to Develop Personal Excellence

• A ttitude

• S kills

• K nowledge

“Pride is a personal commitment. It is an attitude which separates excellence from mediocrity”.

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ASK to Develop Excellence

S kills + K nowledge = C ompetence

+ A ttitude

P erformance

Excellence

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What is an Emotions ?

• Unconscious impulses• Conscious decisions• Social constructs between people• Ways of acting and talking• Mental states that result when

bodily responses are sensed by the brain

• Feelings & Thoughts about situations people find themselves in

• Bodily responses that have evolved as part of our struggle to survive

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Primary Emotions

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Emotions Connection

sSomething happens

You have a thought about it

You feel something

You react ( behavior )

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EE QQ Emotional Intelligence

EQ? What is that?

The applicarion of a positive attitude,

respect, and healthy patterns of behavior towards self and others

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EE Emotional Intelligence

Empathy

Self Motivation

Social Skills

SelfRegulation

Self Awareness

EQ

QQ

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EE QQ Emotional Intelligence

IQ Established by

mid-teens Can’t increase Predicts only 10% –

20% of life success EQ

Not fixed Can be improved

throughout life

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EE QQ Self Awareness

knowing one’s internal states, preferences, resources, and intuitions

• Emotional Awareness: recognizing one’s emotions and their effects. Pay attention to your emotions• Accurate Self-Assessment: knowing one’s strengths and limits• Self-Confidence: a strong sense of one’s self-worth

and capabilities

Outcomes of limited self-awareness:blind ambition, unrealistic goals, powerhungry, relentless striving, insatiable need for recognition

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EE QQ Self-Regulation

Managing one’ s internal states, impulses, resources• Self-Control: keeping disruptive emotions and impulses in check• Trustworthiness: maintaining standards of honesty and integrity • Conscientiousness: taking responsibility for personal performance • Adaptability: flexibility in handling change• Innovation: being comfortable with novel ideas, new info.

Outcomes of limited self-regulation:impulsive behavior, rigidity of behaviorand thought, lack of trust, poor follow-up /completion, avoidance of others

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EE QQ Self-Motivation

Emotional tendencies that guide or facilitate reaching goals• Achievement Drive: striving to improve or meet a standard of excellence• Commitment: aligning with the goals of the group• Initiative: readiness to act on opportunities• Optimism: persistence in pursuing goals despite obstacles and setbacks

Outcomes of limited motivation:sub-optimal performance, incompleteprojects, inability to reach goals, lack ofenergy*drive*conviction, bringing down the mood of others

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QQ Empathy Awareness of others’ feelings, needs, and concerns• Understanding Others: sensing others’ feelings and perspectives, and taking an active interest in their concerns• Developing Others: sensing others’ development needs and bolstering their abilities• Service Orientation: anticipating, recognizing, and meeting customers’ needs• Leveraging Diversity: cultivating opportunities through different kinds of people • Political Awareness: reading a group’s emotional currents and power relationships

Outcomes of limited empathy: misunderstanding, frustration, lack of trust, dissatisfaction, lack of commitment, poor service reputation

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QQEE Social Skills / Effective Relationships

Adeptness at inducing desirable responses in others• Influence: wielding effective tactics for persuasion• Communication: listening openly and sending convincing messages• Conflict Management: negotiating and resolving disputes• Leadership: inspiring and guiding others• Change Catalyst: initiating or managing change• Building Bonds: nurturing instrumental relationships• Collaboration and Cooperation: working with others toward shared goals • Team Capabilities: creating group synergy in group goals

Outcomes of limited social skills: dissension, distrust, poor leadership / followership, ineffective conflict, sub-optimizing teams, poor job performance, loss of job opportunities

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QQEE Language of EI

REACTIVE PROACTIVEThere is nothing I can doThat’s just the way I am

He makes me madThey won’t allow thatI have to do thatI can’tI mustIf only

Let us look for Alternatives

I can choose a different approach

I control my own feelings

I can create an effective prsntationI will choose an appropriate responseI choose

I preferI will

(Use space between Stimulus & Response)

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QQEE Relationship of TRUST

DEPOSITS WITHDRAWALSSeek first to understandKeeping promises

Honesty, opennessKindnesses, courtesies

Win-Win or No Deal thinkingClarifying expectations

Loyalty to the absentApologies

Receiving feedback and giving “I” messagesForgiveness

Seek first to be understood

Breaking promises

Smooth manipulation

Unkindnesses, discourtesies

Win-Lose or Lose-Win thinking

Violating expectations

Disloyalty, duplicity

Pride, conceit, arrogance

Not receiving feedback and giving “You” messagesHolding grudges

(Emotional Bank Account)

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• Believing: Having the right attitude to succeed

• Achieving:Connecting with and creating deep rapport easily

• Succeeding:Setting clear and realistic intentions and goals

Excellence - Excellence - in a in a nutshellnutshell

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Essence of EQ – SummaryWorking with EI - Goleman

• Initiative, achievement and adaptability• Influence, team leadership and awareness• Empathy, self-confidence and developing others

Competencies that most often lead to success:

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ExcellencExcellencee

Through

Emotional Intelligence

“Appreciation is a wonderful thing; it makes what is excellent in others belong to us as well”.

Voltaire