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1 Emotional Intelligence Next Piece for Success

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Page 1: EQ Leadership Presentation   Keynote Slides

1

Emotional Intelligence

Next Piece

for

Success

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Section 1

Introduction

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Business Case for EQ

Star leaders add 127% more value to bottom line than average leaders

Let’s help you be star leaders

High EQ CEO’s create more profit than low EQ CEO’s (Stein, 2002)

Let’s help you create financial health for your organization

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Today’s Agenda

What is EQ? (The conceptual framework)

Business case for EQ: Why would you or your organization care about EQ?

EQ Toolkits 4 steps of a high EQ event15 EQ skills6 EQ based leadership styles

Exercise: use EQ to solve your leadership and organizational problems

Next step: an EQ Leader Program - systematic program to build EQ skills

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Introductions

Basics

Name

Time with organization

Current job

What led you to participate in our EQ program?

One of your work/career dreams

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Motere (Latin) :

“to move”

root word for emotion &motivation

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Section 2

The Business Case

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Companies Use EQ

Merrill LynchAmerican Express Financial ServicesMcDonnell DouglasCIBACanada LifeMetropolitan LifeCommercial Financial Services Canadian Imperial Bank of CommerceWrigley

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121 Fortune 500 Companies

Competency Models

33% of items relate to technical skills

67% of items relate to EQ skills

TechnicalEQ

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Star Vs. Average Leaders

Stars superior in . . .

One intellectual skill – big picture

Six emotional skills

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Bottom Line

Best Vs. Average Leaders

Top performers add 127% to the bottom line

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The Air Force Recruiter Project

Recruiter turnover = 50% per year.

It cost $ 30 000 to replace each recruiter who left.

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Recruiter Competency Model

Star Performer Analysis

Successful recruiters were strong in five skills:

Emotional Self-Awareness,Assertiveness, Empathy, Problem Solving, and

Happiness

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What the Air Force did

Screened new recruiters for the 5 skills

Trained incumbents in the 5 skills

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In one year…

Retention rate went from 50% to 96%

Saved $2.7 million

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Star Dentist EQ Skills

Emotional Self-Awareness

Assertiveness Self-Actualization Reality Testing

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Productivity

Computer Programmers: +300 %

Manufacturing Superintendents Lost time accidents down 50% Formal grievances down from

15 to 3 per year All production goals surpassed

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Derailed Executive Careers

Inadequate team Inadequate team skillsskills

Poor interpersonal Poor interpersonal relationshipsrelationships

Inflexible – handles Inflexible – handles change poorlychange poorly

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Super Star CEO’s

EmpathyEmpathy

Self-RegardSelf-Regard

AssertivenessAssertiveness

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EQ and Income

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Senior Managers

Self-Regard Happiness Interpersonal relationships Reality Testing Self-Actualization

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Production Planning Managers

Flexibility Problem Solving Independence Impulse Control Self-Actualization

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Business Managers (general)

Interpersonal Relationships Assertiveness Happiness Self-Regard Emotional Self-Awareness

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Public Servants

Interpersonal Relationships Assertiveness Happiness Self-Regard Emotional Self-Awareness

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Section 3

What is Emotional Intelligence?

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Behavior

Thoughts Emotions

Behavior

Thoughts Emotions

Building Blocks of BehaviorBuilding Blocks of Behavior

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Our Culture Worships Intellect

DesCartes: “I think; therefore I am.”

Stoics Today’s schools Today’s employers

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Peter Salovey, Ph.D.Chair of Psychology, Yale UniversityMajor EQ Researcher and Theorist

I view emotions as organizing processes that enable individuals to think and behaveadaptively. This perspective can be

contrastedwith a more traditional one that sees affect

asa disorganized interruption of mental activitythat must be minimized and controlled.”

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Einstein

We should take carenot to make the intellect our god. It has, of course, powerful muscles, but no personality. It cannot lead, it can only serve.”

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Our Three Brains

Amygdala –reptile brain (emotion)

Cortex (logic center)

Pre-frontal cortex (integrates logic and emotion into judgment)

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Reptile Brain: Error patterns

Sacrifices accuracy for speed

Can’t tell the difference between rattlesnakes and shame

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Fire Alarm Fear

Event Feeling

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Event Interpretation

Feeling

Fire

AlarmFire!

Fear

Danger!

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Event

Interpretation

Feeling

Fire Alarm Test Relief

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Irrational Thought Patterns:We all have them

Childhood Our general culture Our workplace culture

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Our Three Brains

Amygdala –reptile brain (emotion)

Cortex (logic center)

Pre-frontal cortex (integrates logic and emotion into judgment)

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Misperception of Success

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The secret ladder to success is EQ!

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EQ: A Collection of Skills

Recognize what others want and need Sense what you want and need Dovetail our wants/needs with others’ Stay calm under pressure Act so others like to be around us

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EQ = Logic + Emotion

Pure emotion disorganizes

Pure logic has no heart

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Our EQ can

grow at

any age

Because it can be learned

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Learning EQ Starts Early

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Example of Emotional Intelligence

Aristotle: “Anyone can become angry – that is easy. But to be angry with the right person, to the right degree, at the right time, for the right purpose, and in the right way – that is not easy.”

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Section 4

EQ Tool Kits for Leaders

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Four Steps of EQ

Notice/identify emotion

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Four Steps of EQ

Notice/identify emotion

Impact: emotion prioritizes thought

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Four Steps of EQ

Notice/identify emotion

Impact: emotion prioritizes thought

Understanding source

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Four Steps of EQ

Notice/identify emotion

Impact: emotion prioritizes thought

Understanding source

Management

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The Four Steps of EQ

Notice what we or someone else is feeling Identify thoughts that accompany that feeling Where is this feeling coming from? (Insight

question) What do I want to feel (or what do I want

someone else to feel) and how can I make that happen?

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Bar-On EQ-i: 15 Skills

•Self-Regard •Empathy •Problem Solving

•Emotional Self-Awareness

•Social Responsibility

•Stress Tolerance

•Assertiveness •Interpersonal Relationship

•Impulse Control

•Independence •Reality Testing •Optimism

•Self-Actualization •Flexibility •Happiness

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Intrapersonal

Self-Regard:

Ability to respect and accept yourself just the way that you are

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Intrapersonal

Emotional Self-Awareness:

Ability to recognize that we are responding with an emotion and accurately label that emotion

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Intrapersonal

Assertiveness:

Ability to express our thoughts and feelings without threat while taking care of our own needs

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Three Choices

Aggressive: “I’m going to hurt you.”

Passive: “I’m going to let you hurt me.”

Assertive: “We both are safe here.”

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Intrapersonal

Independence:

Ability to make decisions for yourself; to avoid emotional dependence on others

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Intrapersonal

Self-Actualization:

Ability to develop ourselves through learning, growth, development.

Drive

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Interpersonal

Empathy:

Ability to read others well and care about their feelings

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Empathy Vs. Sympathy

Sympathy Pity

Agreement

Empathy Accurately read

another’s feelings

Those feelings are important to us

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Define Win/Win

Not compromise

Creative solution in which both parties get all of what they want and often more

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60Map courtesy of University of Texas

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One Key to Win/Win Negotiations

Positions Egypt: we want the Sinai Israel: we want the Sinai

Interests Egypt: we want self-respect Israel: we want safety

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Empathy: The situation

Your spouse gets home at 5:30, turns to you and sighs, “I didn’t get the promotion; Ralph got it. I just got a speeding ticket on the way home, and I’ve got a four-alarm headache.”

From: The EQ Edge – Steve Stein, Ph.D. and Howard Book, M.D.

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Empathic?

Didn’t get the promotion! We’ve been banking on it. We’ve been counting on the increased income. What went wrong?”

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Empathic?

Don’t worry; you’re smart. I’ve got confidence in you. Another opportunity will show.”

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Empathic?

You should have seen this coming. Ralph is a fine guy; he’s a hotshot, a glad-hander and he does have more experience.”

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Empathic?

Oh, what a day you’ve had. You must wonder if it can get any worse.”

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Empathic?

Geez . . . You must feel like nothing’s going your way.”

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Empathic?

Boy, you must feel like crap. Come here and I’ll give you a back rub.”

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Empathic?

Oh, dear, it sounds awful, but others have it worse. Remember Philly? He lost his job last month, and his wife walked out four days later.”

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Interpersonal

Social Responsibility:

Ability to put someone else’s well being ahead of our own

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Interpersonal

Interpersonal Relationship:

Ability to formpositive interpersonal relationships, ones that feel good to both parties.

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Stress Managemanet

Stress Tolerance:Ability to withstand

stress without experiencing disruptive anxiety

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Stress Managemanet

Impulse Control:Ability to withstand

temptation – when appropriate

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Adaptability

Problem Solving:Ability to be methodical and careful in solving problems Recognize problem exists Carefully define Develop possible solutions Select best available Observe results and modify

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Judgment is . . .

the process of recalling our past experiences to guide current decision making.

. . .

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Richard Fairbank

““ Finding a visionary strategy . . . as a leader is a very intuitive thing. There are many things a leader can’t predict using data. How do you know what you will need to have in three years? Yet you’ve got to start development now or you won’t have it when you need it. Our company hires brilliant data analysts; we have one of the biggest Oracle databases in the world. But at the end of the day, I find that all the data does is push us farther on the frontier where it’s uncertain all over again.” (Primal Leadership, p. 42)

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Adaptability

Reality Testing:Reality Testing:

Ability to keep our Ability to keep our emotions from overly emotions from overly influencing influencing interpretations of interpretations of eventsevents

Testing the stories Testing the stories (theories) we make up (theories) we make up about othersabout others

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Adaptability

Flexibility:Flexibility:

Ability to adapt to Ability to adapt to change, to “roll change, to “roll with the punches” with the punches” and handle and handle unanticipated unanticipated eventsevents

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General Mood

Optimism:Optimism:

Ability to see a Ability to see a bright future; bright future; resilienceresilience

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General Mood

Happiness:Happiness:Ability to feel Ability to feel satisfied with satisfied with our current life; our current life; to have funto have fun

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Exercise Goals

Deepen knowledge of specific EQ skills

Identify how EQ development may help you in your job

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Leadership

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Leadership Success = Profitability

Leader’s style controls

50 – 70% of Climate

Climate controls

20 - 30% of profitability

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Climate is…

Flexibility Responsibility Standards Feedback/rewards Clarity Commitment

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The Six Leadership Styles

Characteristic behaviors How it impacts followers and

climate The EQ skills required When it worksWellPoorly

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Visionary Style

Creates a vision“Come with me!”Contagious enthusiasm

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Correlation with Climate = +.54

+ Clarity – “I know where we’re going and why”

+ Feedback – “I’m told what I do that helps reach the goal.”

+ Commitment – “I know how I matter.”

+ Flexibility – “I get to solve problems”

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EQ Skills Needed by Visionary Leaders

Emotional Self-Awareness Self-Regard Empathy Problem Solving

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Coaching Style

Focused on building future skills

“Try this.”

Teaching opportunities

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Correlation with Climate = +.42

+ Flexibility – “I’m told I can think”

+ Clarity – “I know how to fit into the vision.”

+ Commitment – “My boss cares about me; I care about the company”

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EQ Skills Needed by Coach Leaders

Emotional Self-Awareness Empathy Social Responsibility

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Affiliative Style

Builds relationships “People come first.” Intense loyalty

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Correlation with Climate = +.46

+ Flexibility - “I’m trusted to think.”

+ Rewards - “My boss notices when I succeed.”

+ Commitment - “I match my boss’ commitment to me.”

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EQ Skills Needed by Affiliative Leaders

Empathy

Interpersonal Relationships

Communication skills Emotional Self-Awareness Assertiveness Empathy Self-Regard

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Democratic Style

Seek acceptable solutions

“What do you think?”

Collective decision making

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Correlation with Climate = +.43

+ Responsibility & Commitment - “I participate in decisions”

+ Standards - “I reach high.”

+ Reward - “I value being heard.”

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EQ Skills Needed by Democratic Leaders

Interpersonal RelationshipsSocial ResponsibilityConflict management/negotiation skills

Emotional Self-Awareness Assertiveness Empathy Flexibility

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Coercive/Commanding Style

Rules by force Demand immediate compliance “Do what I tell you!” “My way or the highway.” Fear

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Correlation with Climate = -.26

⇓ Flexibility – “My way or else”⇓ Responsibility – “Just doing my job”⇓ Rewards – No personal reward⇓ Clarity – “I only know what not to do.”⇓ Commitment – “I’m just looking out

for myself.”⇓ Standards – “Whatever I can get away with.”

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EQ Skills needed by Coercive Leaders

Emotional Self-Awareness

Impulse Control

Self-Actualization

Self-Regard

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Pacesetter Style

Demonstrates High Standards

“Do as I do!”

Identified poor performers

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Correlation with Climate = -.25

⇓ Flexibility – “He does all the thinking”⇓ Feedback – “All I get is criticism”⇓ Commitment – “I’m not cared about.”⇓ Responsibility – “He’will do it if I don’t”

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EQ Skills Needed by Pacesetters

Self-Regard

Self-Actualization

Notice - all about self, nothing about others

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Positive Leader Messages

Visionary:“You are valuable. I want you with me.”

Coach: “I believe that you have a future.”

Affiliative: “I like you.”

Democratic: “I believe you can think.”

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EQ Tools

Four steps of an emotionally intelligent event

15 EQ skills measured by EQ-i

Six leadership styles

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Outcomes of Traditional Design

Will you change any emotional habits today?

Binder on the shelf Half life of behavior change =

3 – 6 weeks Waste $5.6-16.8 billion

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EQ Leader Program Steps

Conceptual overview (today)

EQ Assessment

EQ-i

interview Feedback

Computer report

Custom report

Feedback interview

Ten step planning process for skill development

Review with supervisor You and coach execute

plan

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Section 5

Team building and EQ

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Trust

High Performance

Teams

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Behaviors of High Performance Teams

Trust “I am not

perfect” Confidence in my

own value Accept others’

mistakes

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Trust: Key EQ skills

Self-Regard Empathy

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Trust

Conflict

High Performance

Teams

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Behaviors of High Performance Teams

Conflict About ideas,

procedures, strategies, etc.

No triangles Requires trust

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Conflict: Key EQ skills

Assertiveness Independence Empathy Stress tolerance Problem solving

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Trust

Conflict

Commitment

High Performance

Teams

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Behaviors of High Performance Teams

Commitment Shared mission, vision, strategies and

tactics Requires conflict Maturity = not always having to get our

own way

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Commitment: Key EQ Skills

Social Responsibility Optimism Interpersonal Relationship Flexibility

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Trust

Conflict

Commitment

Accountability

High Performance

Teams

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Behaviors of High Performance Teams

Accountability Not just to leader but to all on team Acceptance of criticism as not personal Required commitment

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Accountability: Key EQ Skills

Assertiveness Self-Regard Stress Tolerance Impulse Control

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Trust

Conflict

Commitment

Accountability

High Performance

Teams

Attentionto Results

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Behaviors of High Performance Teams

Attention to Results Team results, not individual Create measurable goals and ways to

measure Requires accountability

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Attention to Results: Key EQ Skills

Problem Solving Stress Tolerance Reality Testing

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Question Period

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Thank You!

Please contact me at [email protected]