transforming worker attitudes through training interventions- an emotional intelligence case study
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Transforming Worker Attitudes Through Training Interventions:
An Emotional Intelligence Case Study
Presentation For Human Resource Management Association of Jamaica
Conference27 By
Galba Bright, Galba Bright & Associates
http://tuneupyoureq.comNovember 17th 2007
Copyright Galba Bright & Associates http://tuneupyoureq.com
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Before We Go Any Further, Let’s All Check In
• On A Scale Of 1-10, 10 Being The Highest, How Do You Rate Yourself Right Now In The Following Areas:
– Energy Level
– Open-mindedness/Openheartedness
– Focus (Ability To Give Full Attention To The Task At Hand)
Copyright Galba Bright & Associates http://tuneupyoureq.com
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Overview• Introduction:
– Why Do We Want To Transform Attitudes?– What Is “Emotional Intelligence?”
• Case Study • Summary • Discussion• Close
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Emotional Intelligence Is The Key to Customer Retention
Emotional Intelligence Deficiencies Account for 70% of The Reasons
Why Organisations Lose Customers And Clients.
Forum Corporation Study, 1996
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What Is Emotional Intelligence ?
“The Capacity For Recognising Our Own Feelings And Those Of Others, For Motivating Ourselves, And For Managing Emotions Well In Ourselves And In Our Relationships.”
Daniel Goleman: “Working With Emotional Intelligence”
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The 4 Elements of Emotional Intelligence
• 1. Self Awareness - Knowing What You Are Feeling IN THE MOMENT, And Using Those Preferences To Guide Your Decision-making.
• 2. Self Management - Managing Your Emotions So That They Help, Rather Than Hinder The Task At Hand.
• 3. Social Awareness - Sensing What People Are Feeling and Being Able To Understand Their Point of View.
• 4. Relationship Management- Guiding, Motivating, Leading and Influencing Others.
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EQ Focuses on Learning, Rather Than Training
“Change will be more enduring if the organization’s culture and tone support the change and offer a safe atmosphere for experimentation.”Consortium for Research on Emotional Intelligence in Organisations. Good Practice Guideline.
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Success Story FrameworkConcerns
Issues
Results
LessonsLearnt
DesiredOutcomes
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Case Study: Jamaica Hospitality sector
• 200 staff, 20 management team members.• 2 Day On-Site Managers’ Learning Programme. • Mini-lectures, role plays, quizzes, discussions.• Free EQ Powerpack™ follow up material for participants.
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Concerns/Issues
• Relative Immaturity of Management Team
• Fear of Impending Managerial Changes
• Narrow Perception of Managerial Role
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Desired Outcomes• Improved Ability To Give And Receive
Feedback.
• More Cohesive Team.
• Greater Acceptance of The Constancy of Change.
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Results
• Increased Resilience In Dealing With Change.
• Increased Acceptance of Personal Accountability.
• Management Team Is More Cohesive.
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Lessons Learned
• Enhanced Communication Has Unfrozen Past Behaviour Patterns.
• Follow Up Is Vital.• Role Plays Can Be A Powerful Learning Methodology.
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Challenges• Securing funding and authorisation for Learning
Programme.
• Short development time for programme design (2 days!!).
• Organisation undergoing significant organisational change (make or break?)
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Suggestions For ContinuousImprovement
• Design – Use organisational surveys, – Conduct EQ assessments before and after
programmes– Use formal and informal evaluation methods– Fully engage participants before the programme
starts.
Copyright Galba Bright & Associates http://tuneupyoureq.com
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Summary: Learning, Not Training• It’s Not The Same As Teaching A Technical Skill.
• EQ Improvement Revolves Around Sustainable ImprovementsIn Habits and Behaviour.
• If We Focus On Individual And Organisational Learning We Can Achieve Our Transformational Goals.
Copyright Galba Bright & Associates http://tuneupyoureq.com
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Your Check Out Questions• On A Scale Of 1-10, 10 Being The Highest, How
Do You Rate Yourself Right Now In This Area:
– Clear Understanding of How Emotional Intelligence Learning Programmes Can Transform Worker Attitudes.
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Products And ServicesFee Based• Learning Programmes and Coaching Services.
http://tuneupyoureq.com/learning-programmes/• White Papers and Special Reports
http://tuneupyoureq.com/No-cost• Monthly BrightIdeas Featured Presentations™
http://tuneupyoureq.com/bright-ideas-presentations/featured/• 44 Emotional Intelligence Knowledge Products, including Tune Up Your Emotional
Intelligence ™ Workbook & Quarterly Tools For Transformation™ Newsletter.http://tuneupyoureq.com/tools-for-transformation/
• Over 140 no-cost Emotional Intelligence articleshttp://tuneupyoureq.com/category/blog/
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Thank You For Your Time
Enjoy your Emotional Intelligencejourney !!!
Galba Bright
http://tuneupyoureq.com
www.tuneupyoureq.com 19
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