intelligent hiring using emotional intelligence to hire

Intelligent Hiring

Using Emotional Intelligence to

Hire the Best

Somers Point Business Association May 17, 2017

Phil Brunone

HR Solutions, LLC

HR Solutions, LLC

Session Agenda

Definition of Emotional Intelligence

Introduction of Concepts Surrounding Emotional Intelligence

IQ vs. EI

5 Skills to Improve Emotional Intelligence

Case Studies

Self Assessment Survey

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“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-this is not easy”

Aristotle

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A Leadership Dilemma

How many of you have worked for or

know leaders that you would describe

as socially awkward?

How did they get to where they are in

their careers?

What can we as leaders do to change

that paradigm?

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Definition

Emotional intelligence (EI) is the

ability to identify, assess, and control

the emotions of oneself, of others, and

of groups. It includes self awareness

and impulse control, persistence, zeal

and self-motivation, empathy and

social deftness. Wikipedia

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EI Concepts and Models

Ability Based Model Theory first developed in 1990 by Dr. John Mayer Professor of

Psychology at the University of New Hampshire and Dr. Peter Salovey of Yale University and is based on four types of abilities;

Perceiving emotions – the ability to detect and decipher emotions in faces, pictures, voices, and cultural artifacts—including the ability to identify one's own emotions..

Using emotions – the ability to harness emotions to facilitate various cognitive activities, such as thinking and problem solving.

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Ability Based Model (continued)

Understanding emotions – the ability to comprehend

emotion language and to appreciate complicated relationships among emotions.

Managing emotions – the ability to regulate emotions in both ourselves and in others.

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Traits Based Model

Trait EI was a new term first created in 2000 by Konstantine Petrides from the University of London and Adrian Furnham from University College London.

The Trait Based Model uses an individual's self-perceptions of their emotional abilities. and is measured by a self report, as opposed to the Ability Based Model which refers to actual abilities

The test is organized under four factors:

Well Being

Self Control

Emotionality

Sociability

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Mixed Model

This model introduced by Daniel Goleman in 1995 focuses on

EI as a wide array of competencies and skills that drive

leadership performance.

Goleman is currently regarded as one of the leading

authorities in the study of EI and its relationship to

management ability

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Goleman's model is based on four main areas Self-awareness – the ability to read one's emotions and

recognize their impact while using gut feelings to guide decisions.

Self-management – involves controlling one's emotions and impulses and adapting to changing circumstances.

Social awareness – the ability to sense, understand, and react to others' emotions while comprehending social networks.

Relationship management – the ability to inspire, influence, and develop others while managing conflict.

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IQ versus EI

Intelligence Quotient (IQ)

A number that signifies the relative intelligence of a person; the ratio multiplied by 100 of the mental age as reported on a standardized test to the chronological age. IQ is primarily used to measure one's cognitive abilities, such as the ability to learn or understand new situations; how to reason through a given problem/scenario; the ability to apply knowledge to one's current situations.

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IQ versus EI

Why EI is more Important than IQ

Emotional intelligence skills are defined by

the ability to use both emotional and

cognitive thought. These skills include

empathy, intuition, creativity, flexibility,

resilience, stress management, leadership,

integrity, authenticity, intrapersonal skills

and interpersonal skills.

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IQ versus EI

Why EI is more Important than IQ?

Having a high level of emotional intelligence can help you recognize your own emotional state and the emotional states of others.

It enables you to engage and better relate to people, form healthier relationships, achieve greater success at work and lead a more fulfilling life.

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IQ versus EI

Examples by comparison of EI vs. IQ Appealing to emotions to convince someone rather than

using facts alone

Using your emotions in addition to your cognitive abilities to function rather than relying solely on logic

Knowing how and why versus Knowing what

Knowing how to motivate separate individuals as opposed to treating everyone the same way

Understanding and controlling your emotions to use them for something versus letting your emotions control you because you do not know how to deal with them.

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Case Study

Max is a successful financial officer at a New York based company that recently acquired a banking institution in two southern states. Max will take over the recently acquired southern footprint as the new regional CEO.

The newly acquired banking institution has a long-standing reputation as a friendly institution with traditional values, and it prides itself on its exemplary customer service. the current staff has prepared a comprehensive package outlining the bank's vision and key customer success stories that demonstrate their commitment to exemplary service and low customer and employee turnover.

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Case Study

It is Monday morning and Max has called a meeting at 8 a.m. Max arrives at 7 a.m. and is surprised to find only a couple of employees in the building. He begins the meeting at 8 a.m. sharp, and the auditorium seats are half-filled. Max is perplexed at the turnout but begins the meeting.

“Shareholder value is what it's all about. we are the stewards of this organization, and we have a responsibility to the shareholders."

Silence echoes in Max's ears. he continues by stating,

“I expect total dedication. if you cannot commit to our new vision and strategies then this is not the right place for you. commitment starts by being on time."

Max motioned to the staff standing next to the auditorium doors to close the doors.

“If you can't be here on time, then you can't play in

our sandbox."

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Case Study

Later that afternoon, Max met with the executive team and outlined the strategies, goals, numbers, and deadlines. a meeting was held with senior staff members responsible for reporting progress. market growth numbers were up, and new business numbers were increasing.

A quarter later Max had the quarterly report results. the region was on target. However, turnover increased 25 percent. involuntary turnover was up 10 percent. previous customer numbers were decreasing, and customer complaints were increasing. he reviewed the report with his staff. When he asked for input, his request was greeted with silence. he sensed an uneasy feeling in the room.

You have been tasked with identifying why these performance indicators have eroded and develop action items that will improve them.

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Case Study

Possible Action Steps Stop and find out the purpose. Is it feasible to link this initiative

to business goals and help drive results?

Find executive champions and internal stakeholders who have the ability to link the initiative to business goals and drive results.

Determine existing processes, practices and systems that will support the initiative with openness and transparency.

Use assessment tools.

Incorporate emotional intelligence behaviors to existing learning initiatives.

Establish a leadership program to help drive results.

Incorporate a coaching and action-planning process.

Assess your reward and recognition systems.

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The Business Case for EI

At L’Oreal, sales agents selected on the basis of certain emotional competencies significantly outsold salespeople selected using the company’s old selection procedure. On an annual basis, salespeople selected on the basis of emotional competence sold $91,370 more than other salespeople did, for a net revenue increase of $2,558,360. Salespeople selected on the basis of emotional competence also had 63% less turnover during the first year than those selected in the typical way (Spencer & Spencer, 1993; Spencer, McClelland, & Kelner, 1997).

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The US Air Force used an EI assessment instrument to select recruiters (the Air Force’s front-line HR personnel) and found that the most successful recruiters scored significantly higher in the emotional intelligence competencies of Assertiveness, Empathy, Happiness, and Emotional Self Awareness. The Air Force also found that by using emotional intelligence to select recruiters, they increased their ability to predict successful recruiters by nearly three-fold. The immediate gain was a saving of $3 million annually.

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The most successful debt collectors in a large collection agency had an average goal attainment of 163 percent over a three-month period. They were compared with a group of collectors who achieved an average of only 80 percent over the same time period. The most successful collectors scored significantly higher in the emotional intelligence competencies of self-actualization, independence, and optimism.

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Five Key Skills for Developing

Emotional Intelligence

Skill 1-The ability to quickly reduce

stress Recognize what stress feels like

Identify your stress response

Discover and utilize techniques to reduce stress

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Skill 2-Emotional Awareness Do you experience feelings that flow

Are your emotions accompanied by physical

sensations

Do you experience discrete feelings and

emotions

Can you experience intense feelings

Do you pay attention to your emotions

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Skill 3-Nonverbal communication Focus on the other person

Make eye contact

Pay attention to nonverbal clues you send and

receive

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Skill 4-Use humor and play to deal

with challenges Take hardships in stride

Smooth over differences with others

Develop the ability to simultaneously relax and

re-energize

Work on becoming more creative

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Skill 5-Resolve conflict positively Stay focused in the present

Choose your arguments

Forgive

End conflicts that can’t be resolved

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WHAT’S YOUR EMOTIONAL

INTELLIGENCE QUOTIENT

Emotional Intelligence Inventory

Please read each question and select 1-5, based on your

immediate response to the item. Write the number (High is 5,

Low is 1). 5 Strongly Agree 4 Agree 3 Neutral 2 Disagree 1 Strongly Disagree

____ 1. I react to negative people, situations or uncomfortable conversations.

____ 2. I always admit my mistakes or downfalls. I always apologize for my actions.

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Final Thoughts

Does a management team with high EI perform better than one with low to average EI?

Is a workplace where employees are happier more productive?

Do certain businesses benefit more from a team with high EI than others?

How does EI assessment fit into your organization

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Questions

THANK YOU

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