Practicing Emotional Intelligence in the Public

Sector

Practicing Emotional Intelligence in the Public

Sector

IPMA-HR

Western Region Conference

May 3, 2006

IPMA-HR

Western Region Conference

May 3, 2006

“Emotional intelligence is twice as important as cognitive abilities in predicting employee performance and accounts for more than 85% of star performance in top leaders

Daniel Goleman, Harvard Business Review

Self-AwarenessSelf-Awareness

The ability to recognize and understand your moods,

emotions, and drivers, as well as their effects on others.

Hallmarks of Self-AwarenessHallmarks of Self-Awareness

Self-confidence Realistic self-assessment Self-deprecating sense of humor

Self-confidence Realistic self-assessment Self-deprecating sense of humor

Energy Follows FocusEnergy Follows Focus

“In all my years of analyzing organization the greatest benefits seem to come from

making small improvements in those activities we do most often, rather than one time breakthroughs in peripheral

areas of the organization.”

Henry B. Eyring, Ph.D. Professor of Business Management, Stanford University

Self-Management/RegulationSelf-Management/Regulation

The ability to control or redirect disruptive impulses and moods.

The propensity to suspend judgment - to think before

acting

Hallmarks of Self-ManagementHallmarks of Self-Management

Trustworthiness and integrity Comfort with ambiguity Openness to change

Trustworthiness and integrity Comfort with ambiguity Openness to change

“We need to learn how to point to problems without having to solve them.

It is a misuse of our power to take responsibility for solving problems that belong to other. Our task is to keep a

constant dialogue going about the problems and ask people to diagnose

and solve them. The key issue is to tell the truth about difficult issues.”

Peter Block, “Stewardship”

MotivationMotivation

A passion to work for reasons that go beyond money and status

A propensity to pursue goals with energy and persistence

Hallmarks of MotivationHallmarks of Motivation

Strong drive to achieve Optimism, even in the face of failure Organizational commitment

Strong drive to achieve Optimism, even in the face of failure Organizational commitment

The Real Role of LeadershipThe Real Role of Leadership

“There is a possibility underemphasized in leadership research - that the only thing of real importance that leaders do is create and manage culture.”

Edgar Schein

EmpathyEmpathy

The ability to understand the emotional make up of other people

Skill in treating people according to their emotional reactions

Hallmarks of EmpathyHallmarks of Empathy

Expertise in building and retaining talent Cross-cultural sensitivity Service to clients and customers

Expertise in building and retaining talent Cross-cultural sensitivity Service to clients and customers

Social SkillSocial Skill

Proficiency in managing relationship and building networks

An ability to find common ground and build rapport

Hallmarks of Social SkillsHallmarks of Social Skills

Effectiveness in leading change Persuasiveness Expertise in building and leading teams

Effectiveness in leading change Persuasiveness Expertise in building and leading teams

Can Emotional Intelligence be learned?

The nature vs. nurture debate

It is a matter of the brain…It is a matter of the brain…

“Emotional Intelligence is born largely in the neurotransmitters

of the brain’s limbic system, which governs feelings,

impulses and drives”

Daniel Goleman,”Can emotional intelligence be learned”

“First, the ineffective behavior must be brought into awareness. Next, a new or more effective behavior must be identified and finally the

new behavior must be consciously rehearsed over and over until it is

mastered and becomes unconscious”

Daniel Goleman,”Can emotional intelligence be learned”

3 Keys to Learning Emotional Intelligence

3 Keys to Learning Emotional Intelligence

Motivation Extended practice Feedback

Motivation Extended practice Feedback

What should leaders do?What should leaders do?

Get Results!!

Understanding ClimateUnderstanding Climate

“Climate” refers to six key factors that influence an organizations

working environmentFlexibility

ResponsibilityStandardsRewards

ClarityCommitment

The Five Components of EIThe Five Components of EI

Self-Awareness Self-Management/Regulation Motivation Empathy Social Skills

Self-Awareness Self-Management/Regulation Motivation Empathy Social Skills

“it’s flexibility-that is how free employees feel to innovate unencumbered by red tape;

their sense of responsibility to the organization;the level of standards that people set;the sense of accuracy about performance

feedback and aptness of rewards;the clarity people have about mission, vision and

values;and finally the level of commitment to a common

purpose

“it’s flexibility-that is how free employees feel to innovate unencumbered by red tape;

their sense of responsibility to the organization;the level of standards that people set;the sense of accuracy about performance

feedback and aptness of rewards;the clarity people have about mission, vision and

values;and finally the level of commitment to a common

purpose

How Climate FeelsHow Climate Feels

Six Basic Leadership StylesSix Basic Leadership Styles

The coercive style - “Do what I tell you” The authoritative style - “Come with me” The affiliative style - “People come first” The democratic style - “What do you think?” The pacesetter style - “Do as I do now” The coaching style - “Try this”

The coercive style - “Do what I tell you” The authoritative style - “Come with me” The affiliative style - “People come first” The democratic style - “What do you think?” The pacesetter style - “Do as I do now” The coaching style - “Try this”

Flexibility is PowerFlexibility is Power

Think of the leadership styles as the clubs in a golf bag. In the hands of a professional each is used in the

right place and circumstance, often with unconscious competence.