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IQ And Technical Skills Are Important, But Emotional Intelligence Is The Sine Qua Non Of Leadership
W AT !A"ES A LEA#E$%
Harvard Business Review, Nov-Dec 1998 pp 9!-1"# D$N%&L '(L&M$N )uper* +eaders have ver, di--erent wa,s o- directin. a tea/, a division, or a co/pan, )o/e are su*dued and ana+,tica+0 others are charis/atic and .o with their .ut $nd di--erent situations ca++ -or di--erent t,pes o- +eadership Most /er.ers need a sensitive ne.otiator at the he+/, whereas /an, turnarounds re1uire a /ore -orce-u+ kind oauthorit, 2s,cho+o.ist and noted author Danie+ 'o+e/an has -ound, however, that e--ective +eaders are a+ike in one crucia+ wa,3 the, a++ have a hi.h de.ree o- what has co/e to *e known as e/otiona+ inte++i.ence %n -act, 'o+e/an4s research at near+, #"" +ar.e, .+o*a+ co/panies revea+ed that e/otiona+ inte++i.ence- especia++, at the hi.hest +eve+s o- a co/pan,- is the sine 1ua non -or +eadership Without it, a person can have -irst-c+ass trainin., an incisive /ind, and an end+ess supp+, o- .ood ideas, *ut he sti++ won4t /ake a .reat +eader 5he co/ponents o- e/otiona+ inte++i.ence- se+--awareness, se+--re.u+ation, /otivation, e/path,, and socia+ ski++-can sound un-*usiness+ike But e6hi*itin. e/otiona+ inte++i.ence at the workp+ace does not /ean si/p+, contro++in. ,our an.er or .ettin. a+on. with peop+e Rather, it /eans understandin. ,our own and other peop+e4s e/otiona+ /akeup we++ enou.h to /ove peop+e in the direction o- acco/p+ishin. ,our co/pan,4s .oa+s %n this artic+e, the author discusses each co/ponent o- e/otiona+ inte++i.ence and shows throu.h e6a/p+es how to reco.ni7e it in potentia+ +eaders, how and wh, it +eads to /easura*+e *usiness resu+ts, and how it can *e +earned %t takes ti/e and, /ost o- a++, co//it/ent But the *ene-its that co/e -ro/ havin. a we++-deve+oped e/otiona+ inte++i.ence, *oth -or the individua+ and the or.ani7ation, /ake it worth the e--ort &8&R9 B:)%N&))2&R)(N knows a stor, a*out a hi.h+, inte++i.ent, hi.h+, ski++ed e6ecutive who was pro/oted into a +eadership position on+, to -ai+ at the ;o* $nd the, a+so know a stor, a*out so/eone with so+id-*ut not e6traordinar,-inte++ectua+ a*i+ities and technica+ ski++s who was pro/oted into a si/i+ar position and then soared
)uch anecdotes support the widespread *e+ie- that identi-,in. individua+s with the <ri.ht stu--< to *e +eaders is /ore art than science $-ter a++, the persona+ st,+es o- super* +eaders var,3 so/e +eaders are su*dued and ana+,tica+0 others shout their /ani-estos -ro/ the /ountaintops $nd ;ust as i/portant, di--erent situations ca++ -or di--erent t,pes o+eadership Most /er.ers need a sensitive ne.otiator at the he+/, whereas /an, turnarounds re1uire a /ore -orce-u+ authorit, % have -ound, however, that the /ost e--ective +eaders are a+ike in one crucia+ wa,3 the, a++ have a hi.h de.ree o- what has co/e to *e known as e/otiona+ inte++i.ence %t4s not that %= and technica+ ski++s are irre+evant 5he, do /atter, *ut /ain+, as <thresho+d capa*i+ities<0 that is, the, are the entr,-+eve+ re1uire/ents -or e6ecutive positions But /, research, a+on. with other recent studies, c+ear+, shows that e/otiona+ inte++i.ence is the sine 1ua non o- +eadership Without it, a person can have the *est trainin. in the wor+d, an incisive, ana+,tica+ /ind, and an end+ess supp+, o- s/art ideas, *ut he sti++ won4t /ake a .reat +eader %n the course o- the past ,ear, /, co++ea.ues and % have -ocused on how e/otiona+ inte++i.ence operates at work We have e6a/ined the re+ationship *etween e/otiona+ inte++i.ence and e--ective per-or/ance, especia++, in +eaders $nd we have o*served how e/otiona+ inte++i.ence shows itse+- on the ;o* How can ,ou te++ i- so/eone has hi.h e/otiona+ inte++i.ence, -or e6a/p+e, and how can ,ou reco.ni7e it in ,ourse+-? %n the -o++owin. pa.es, we4++ e6p+ore these 1uestions, takin. each o- the co/ponents oe/otiona+ inte++i.ence-se+--awareness, se+--re.u+ation, /otivation, e/path,, and socia+ ski++-in turn
interviewed and tested, and their capa*i+ities were co/pared 5his process resu+ted in the creation o- +ists o- in.redients -or hi.h+, e--ective +eaders 5he +ists ran.ed in +en.th -ro/ ? to 1@ ite/s and inc+uded such in.redients as initiative and strate.ic vision When % ana+,7ed a++ this data, % -ound dra/atic resu+ts 5o *e sure, inte++ect was a driver o- outstandin. per-or/ance >o.nitive ski++s such as *i.-picture thinkin. and +on.-ter/ vision were particu+ar+, i/portant But when % ca+cu+ated the ratio o- technica+ ski++s, %=, and e/otiona+ inte++i.ence as in.redients o- e6ce++ent per-or/ance, e/otiona+ inte++i.ence proved to *e twice as i/portant as the others -or ;o*s at a++ +eve+s Moreover, /, ana+,sis showed that e/otiona+ inte++i.ence p+a,ed an increasin.+, i/portant ro+e at the hi.hest +eve+s o- the co/pan,, where di--erences in technica+ ski++s are o- ne.+i.i*+e i/portance %n other words, the hi.her the rank o- a person considered to *e a star per-or/er, the /ore e/otiona+ inte++i.ence capa*i+ities showed up as the reason -or his or her e--ectiveness When % co/pared star per-or/ers with avera.e ones in senior +eadership positions, near+, 9"A o- the di--erence in their pro-i+es was attri*uta*+e to e/otiona+ inte++i.ence -actors rather than co.nitive a*i+ities (ther researchers have con-ir/ed that e/otiona+ inte++i.ence not on+, distin.uishes outstandin. +eaders *ut can a+so *e +inked to stron. per-or/ance 5he -indin.s o- the +ate David Mc>+e++and, the renowned researcher in hu/an and or.ani7ationa+ *ehavior, are a .ood e6a/p+e %n a 199B stud, o- a .+o*a+ -ood and *evera.e co/pan,, Mc>+e++and -ound that when senior /ana.ers had a critica+ /ass o- e/otiona+ inte++i.ence capa*i+ities, their divisions outper-or/ed ,ear+, earnin.s .oa+s *, #"A Meanwhi+e, division +eaders without that critica+ /ass underper-or/ed *, a+/ost the sa/e a/ount Mc>+e++and4s -indin.s, interestin.+,, he+d as true in the co/pan,4s : ) divisions as in its divisions in $sia and &urope %n short, the nu/*ers are *e.innin. to te++ us a persuasive stor, a*out the +ink *etween a co/pan,4s success and the e/otiona+ inte++i.ence o- its +eaders $nd ;ust as i/portant, research is a+so de/onstratin. that peop+e can, i- the, take the ri.ht approach, deve+op their e/otiona+ inte++i.ence C)ee the insert <>an &/otiona+ %nte++i.ence Be Learned?<D
Self'A(areness
)e+--awareness is the -irst co/ponent o- e/otiona+ inte++i.ence-which /akes sense when one considers that the De+phic orac+e .ave the advice to <know th,se+-< thousands o,ears a.o )e+--awareness /eans havin. a deep understandin. o- one4s e/otions, stren.ths, weaknesses, needs, and drives 2eop+e with stron. se+--awareness are neither over+, critica+ nor unrea+istica++, hope-u+ Rather, the, are honest-with the/se+ves and with others 2eop+e who have a hi.h de.ree o- se+--awareness reco.ni7e how their -ee+in.s a--ect the/, other peop+e, and their ;o* per-or/ance 5hus a se+--aware person who knows that ti.ht dead+ines *rin. out the worst in hi/ p+ans his ti/e care-u++, and .ets his work done we++ in advance $nother person with hi.h se+--awareness wi++ *e a*+e to work with a
de/andin. c+ient )he wi++ understand the c+ient4s i/pact on her /oods and the deeper reasons -or her -rustration <5heir trivia+ de/ands take us awa, -ro/ the rea+ work that needs to *e done,< she /i.ht e6p+ain $nd she wi++ .o one step -urther and turn her an.er into so/ethin. constructive )e+--awareness e6tends to a person4s understandin. o- his or her va+ues and .oa+s )o/eone who is hi.h+, se+--aware knows where he is headed and wh,0 so, -or e6a/p+e, he wi++ *e a*+e to *e -ir/ in turnin. down a ;o* o--er that is te/ptin. -inancia++, *ut does not -it with his princip+es or +on.-ter/ .oa+s $ person who +acks se+--awareness is apt to /ake decisions that *rin. on inner tur/oi+ *, treadin. on *uried va+ues <5he /one, +ooked .ood so % si.ned on,< so/eone /i.ht sa, two ,ears into a ;o*, <*ut the work /eans so +itt+e to /e that %4/ constant+, *ored < 5he decisions o- se+--aware peop+e /esh with their va+ues0 conse1uent+,, the, o-ten -ind work to *e ener.i7in. How can one reco.ni7e se+--awareness? Eirst and -ore/ost, it shows itse+- as candor and an a*i+it, to assess onese+- rea+istica++, 2eop+e with hi.h se+--awareness are a*+e to speak accurate+, and open+,- a+thou.h not necessari+, e--usive+, or con-essiona++,-a*out their e/otions and the i/pact the, have on their work Eor instance, one /ana.er % know owas skeptica+ a*out a new persona+-shopper service that her co/pan,, a /a;or depart/ent-store chain, was a*out to introduce Without pro/ptin. -ro/ her tea/ or her *oss, she o--ered the/ an e6p+anation3 <%t4s hard -or /e to .et *ehind the ro++out o- this service,< she ad/itted, <*ecause % rea++, wanted to run the pro;ect, *ut % wasn4t se+ected Bear with /e whi+e % dea+ with that < 5he /ana.er did indeed e6a/ine her -ee+in.s0 a week +ater, she was supportin. the pro;ect -u++, )uch se+--know+ed.e o-ten shows itse+- in the hirin. process $sk a candidate to descri*e a ti/e he .ot carried awa, *, his -ee+in.s and did so/ethin. he +ater re.retted )e+-aware candidates wi++ *e -rank in ad/ittin. to -ai+ure- and wi++ o-ten te++ their ta+es with a s/i+e (ne o- the ha++/arks o- se+--awareness is a se+--deprecatin. sense o- hu/or )e+--awareness can a+so *e identi-ied durin. per-or/ance reviews )e+--aware peop+e know-and are co/-orta*+e ta+kin. a*out-their +i/itations and stren.ths, and the, o-ten de/onstrate a thirst -or constructive criticis/ B, contrast, peop+e with +ow se+-awareness interpret the /essa.e that the, need to i/prove as a threat or a si.n o- -ai+ure )e+--aware peop+e can a+so *e reco.ni7ed *, their se+--con-idence 5he, have a -ir/ .rasp o- their capa*i+ities and are +ess +ike+, to set the/se+ves up to -ai+ *,, -or e6a/p+e, overstretchin. on assi.n/ents 5he, know, too, when to ask -or he+p $nd the risks the, take on the ;o* are ca+cu+ated 5he, won4t ask -or a cha++en.e that the, know the, can4t hand+e a+one 5he,4++ p+a, to their stren.ths >onsider the actions o- a /id+eve+ e/p+o,ee who was invited to sit in on a strate., /eetin. with her co/pan,4s top e6ecutives $+thou.h she was the /ost ;unior person in the roo/, she did not sit there 1uiet+,, +istenin. in awestruck or -ear-u+ si+ence )he knew she had a head -or c+ear +o.ic and the ski++ to present ideas persuasive+,, and she o--ered
co.ent su..estions a*out the co/pan,4s strate., $t the sa/e ti/e, her se+--awareness stopped her -ro/ wanderin. into territor, where she knew she was weak Despite the va+ue o- havin. se+--aware peop+e in the workp+ace, /, research indicates that senior e6ecutives don4t o-ten .ive se+--awareness the credit it deserves when the, +ook -or potentia+ +eaders Man, e6ecutives /istake candor a*out -ee+in.s -or <wi/piness< and -ai+ to .ive due respect to e/p+o,ees who open+, acknow+ed.e their shortco/in.s )uch peop+e are too readi+, dis/issed as <not tou.h enou.h< to +ead others %n -act, the opposite is true %n the -irst p+ace, peop+e .enera++, ad/ire and respect candor Eurther, +eaders are constant+, re1uired to /ake ;ud./ent ca++s that re1uire a candid assess/ent o- capa*i+ities-their own and those o- others Do we have the /ana.e/ent e6pertise to ac1uire a co/petitor? >an we +aunch a new product within si6 /onths? 2eop+e who assess the/se+ves honest+,-that is, se+--aware peop+e-are we++ suited to do the sa/e -or the or.ani7ations the, run
Self'$egulation
Bio+o.ica+ i/pu+ses drive our e/otions We cannot do awa, with the/-*ut we can do /uch to /ana.e the/ )e+--re.u+ation, which is +ike an on.oin. inner conversation, is the co/ponent o- e/otiona+ inte++i.ence that -rees us -ro/ *ein. prisoners o- our -ee+in.s 2eop+e en.a.ed in such a conversation -ee+ *ad /oods and e/otiona+ i/pu+ses ;ust as ever,one e+se does, *ut the, -ind wa,s to contro+ the/ and even to channe+ the/ in use-u+ wa,s %/a.ine an e6ecutive who has ;ust watched a tea/ o- his e/p+o,ees present a *otched ana+,sis to the co/pan,4s *oard o- directors %n the .+oo/ that -o++ows, the e6ecutive /i.ht -ind hi/se+- te/pted to pound on the ta*+e in an.er or kick over a chair He cou+d +eap up and screa/ at the .roup (r he /i.ht /aintain a .ri/ si+ence, .+arin. at ever,one *e-ore sta+kin. o-But i- he had a .i-t -or se+--re.u+ation, he wou+d choose a di--erent approach He wou+d pick his words care-u++,, acknow+ed.in. the tea/4s poor per-or/ance without rushin. to an, hast, ;ud./ent He wou+d then step *ack to consider the reasons -or the -ai+ure $re the, persona+-a +ack o- e--ort? $re there an, /iti.atin. -actors? What was his ro+e in the de*ac+e? $-ter considerin. these 1uestions, he wou+d ca++ the tea/ to.ether, +a, out the incident4s conse1uences, and o--er his -ee+in.s a*out it He wou+d then present his ana+,sis o- the pro*+e/ and a we++ considered so+ution Wh, does se+--re.u+ation /atter so /uch -or +eaders? Eirst o- a++, peop+e who are in contro+ o- their -ee+in.s and i/pu+ses- that is, peop+e who are reasona*+e-are a*+e to create an environ/ent o- trust and -airness %n such an environ/ent, po+itics and in-i.htin. are sharp+, reduced and productivit, is hi.h 5a+ented peop+e -+ock to the or.ani7ation and aren4t te/pted to +eave $nd se+--re.u+ation has a trick+e-down e--ect
No one wants to *e known as a hothead when the *oss is known -or her ca+/ approach Eewer *ad /oods at the top /ean -ewer throu.hout the or.ani7ation )econd, se+--re.u+ation is i/portant -or co/petitive reasons &ver,one knows that *usiness toda, is ri-e with a/*i.uit, and chan.e >o/panies /er.e and *reak apart re.u+ar+, 5echno+o., trans-or/s work at a di77,in. pace 2eop+e who have /astered their e/otions are a*+e to ro++ with the chan.es When a new chan.e pro.ra/ is announced, the, don4t panic0 instead, the, are a*+e to suspend ;ud./ent, seek out in-or/ation, and +isten to e6ecutives e6p+ain the new pro.ra/ $s the initiative /oves -orward, the, a6e a*+e to /ove with it )o/eti/es the, even +ead the wa, >onsider the case o- a /ana.er at a +ar.e /anu-acturin. co/pan, Like her co++ea.ues, she had used a certain so-tware pro.ra/ -or -ive ,ears 5he pro.ra/ drove how she co++ected and reported data and how she thou.ht a*out the co/pan,4s strate., (ne da,, senior e6ecutives announced that a new pro.ra/ was to *e insta++ed that wou+d radica++, chan.e how in-or/ation was .athered and assessed within the or.ani7ation Whi+e /an, peop+e in the co/pan, co/p+ained *itter+, a*out how disruptive the chan.e wou+d *e, the /ana.er /u++ed over the reasons -or the new pro.ra/ and was convinced o- its potentia+ to i/prove per-or/ance )he ea.er+, attended trainin. sessions-so/e o- her co++ea.ues re-used to do so- and was eventua++, pro/oted to run severa+ divisions, in part *ecause she used the new techno+o., so e--ective+, % want to push the i/portance o- se+--re.u+ation to +eadership even -urther and /ake the case that it enhances inte.rit,, which is not on+, a persona+ virtue *ut a+so an or.ani7ationa+ stren.th Man, o- the *ad thin.s that happen in co/panies are a -unction o- i/pu+sive *ehavior 2eop+e rare+, p+an to e6a..erate pro-its, pad e6pense accounts, dip into the ti++, or a*use power -or se+-ish ends %nstead, an opportunit, presents itse+-, and peop+e with +ow i/pu+se contro+ ;ust sa, ,es B, contrast, consider the *ehavior o- the senior e6ecutive at a +ar.e -ood co/pan, 5he e6ecutive was scrupu+ous+, honest in his ne.otiations with +oca+ distri*utors He wou+d routine+, +a, out his cost structure in detai+, there*, .ivin. the distri*utors a rea+istic understandin. o- the co/pan,4s pricin. 5his approach /eant the e6ecutive cou+dn4t a+wa,s drive a hard *ar.ain Now, on occasion, he -e+t the ur.e to increase pro-its *, withho+din. in-or/ation a*out the co/pan,4s costs But he cha++en.ed that i/pu+se-he saw that it /ade /ore sense in the +on. run to counteract it His e/otiona+ se+- re.u+ation paid o-- in stron., +astin. re+ationships with distri*utors that *ene-ited the co/pan, /ore than an, short-ter/ -inancia+ .ains wou+d have 5he si.ns o- e/otiona+ se+--re.u+ation, there-ore, are not hard to /iss3 a propensit, -or re-+ection and thou.ht-u+ness0 co/-ort with a/*i.uit, and chan.e0 and inte.rit,-an a*i+it, to sa, no to i/pu+sive ur.es Like se+--awareness, se+--re.u+ation o-ten does not .et its due 2eop+e who can /aster their e/otions are so/eti/es seen as co+d -ish-their considered responses are taken as a
+ack o- passion 2eop+e with -ier, te/pera/ents are -re1uent+, thou.ht o- as <c+assic< +eaders-their out*ursts are considered ha++/arks o- charis/a and power But when such peop+e /ake it to the top, their i/pu+siveness o-ten works a.ainst the/ %n /, research, e6tre/e disp+a,s o- ne.ative e/otion have never e/er.ed as a driver o- .ood +eadership
!oti&ation
%- there is one trait that virtua++, a++ e--ective +eaders have, it is /otivation 5he, are driven to achieve *e,ond e6pectations-their own and ever,one e+se4s 5he ke, word here is achieve 2+ent, o- peop+e are /otivated *, e6terna+ -actors such as a *i. sa+ar, or the status that co/es -ro/ havin. an i/pressive tit+e or *ein. part o- a presti.ious co/pan, B, contrast, those with +eadership potentia+ are /otivated *, a deep+, e/*edded desire to achieve -or the sake o- achieve/ent %- ,ou are +ookin. -or +eaders, how can ,ou identi-, peop+e who are /otivated *, the drive to achieve rather than *, e6terna+ rewards? 5he -irst si.n is a passion -or the work itse+--such peop+e seek out creative cha++en.es, +ove to +earn, and take .reat pride in a ;o* we++ done 5he, a+so disp+a, an un-+a..in. ener., to do thin.s *etter 2eop+e with such ener., o-ten see/ rest+ess with the status 1uo 5he, are persistent with their 1uestions a*out wh, thin.s are done one wa, rather than another0 the, are ea.er to e6p+ore new approaches to their work $ cos/etics co/pan, /ana.er, -or e6a/p+e, was -rustrated that he had to wait two weeks to .et sa+es resu+ts -ro/ peop+e in the -ie+d He -ina++, tracked down an auto/ated phone s,ste/ that wou+d *eep each o- his sa+espeop+e at @ 2 M ever, da, $n auto/ated /essa.e then pro/pted the/ to punch in their nu/*ers-how /an, ca++s and sa+es the, had /ade that da, 5he s,ste/ shortened the -eed*ack ti/e on sa+es resu+ts -ro/ weeks to hours 5hat stor, i++ustrates two other co//on traits o- peop+e who are driven to achieve 5he, are -orever raisin. the per-or/ance *ar, and the, +ike to keep score 5ake the per-or/ance *ar -irst Durin. per-or/ance reviews, peop+e with hi.h +eve+s o- /otivation /i.ht ask to *e <stretched< *, their superiors (- course, an e/p+o,ee who co/*ines se+--awareness with interna+ /otivation wi++ reco.ni7e her +i/its-*ut she won4t sett+e -or o*;ectives that see/ too eas, to -u+-i++ $nd it -o++ows natura++, that peop+e who are driven to do *etter a+so want a wa, otrackin. pro.ress-their own, their tea/4s, and their co/pan,4s Whereas peop+e with +ow achieve/ent /otivation are o-ten -u77, a*out resu+ts, those with hi.h achieve/ent /otivation o-ten keep score *, trackin. such hard /easures as pro-ita*i+it, or /arket share % know o- a /one, /ana.er who starts and ends his da, on the %nternet, .au.in. the per-or/ance o- his stock hand a.ainst -our industr,-set *ench/arks %nterestin.+,, peop+e with hi.h /otivation re/ain opti/istic even when the score is a.ainst the/ %n such cases, se+--re.u+ation co/*ines with achieve/ent /otivation to overco/e the -rustration and depression that co/e a-ter a set*ack or -ai+ure 5ake the
case o- an another port-o+io /ana.er at a +ar.e invest/ent co/pan, $-ter severa+ success-u+ ,ears, her -und tu/*+ed -or three consecutive 1uarters, +eadin. three +ar.e institutiona+ c+ients to shi-t their *usiness e+sewhere )o/e e6ecutives wou+d have *+a/ed the nosedive on circu/stances outside their contro+0 others /i.ht have seen the set*ack as evidence o- persona+ -ai+ure 5his port-o+io /ana.er, however, saw an opportunit, to prove she cou+d +ead a turnaround 5wo ,ears +ater, when she was pro/oted to a ver, senior +eve+ in the co/pan,, she descri*ed the e6perience as <the *est thin. that ever happened to /e0 % +earned so /uch -ro/ it < &6ecutives tr,in. to reco.ni7e hi.h +eve+s o- achieve/ent /otivation in their peop+e can +ook -or one +ast piece o- evidence3 co//it/ent to the or.ani7ation When peop+e +ove their ;o* -or the work itse+-, the, o-ten -ee+ co//itted to the or.ani7ations that /ake that work possi*+e >o//itted e/p+o,ees are +ike+, to sta, with an or.ani7ation even when the, are pursued *, headhunters wavin. /one, %t4s not di--icu+t to understand how and wh, a /otivation to achieve trans+ates into stron. +eadership %- ,ou set the per-or/ance *ar hi.h -or ,ourse+-, ,ou wi++ do the sa/e -or the or.ani7ation when ,ou are in a position to do so Likewise, a drive to surpass .oa+s and an interest in keepin. score can *e conta.ious Leaders with these traits can o-ten *ui+d a tea/ o- /ana.ers around the/ with the sa/e traits $nd o- course, opti/is/ and or.ani7ationa+ co//it/ent are -unda/enta+ to +eadership-;ust tr, to i/a.ine runnin. a co/pan, without the/
Empath)
(- a++ the di/ensions o- e/otiona+ inte++i.ence, e/path, is the /ost easi+, reco.ni7ed We have a++ -e+t the e/path, o- a sensitive teacher or -riend0 we have a++ *een struck *, its a*sence in an un-ee+in. coach or *oss But when it co/es to *usiness, we rare+, hear peop+e praised, +et a+one rewarded, -or their e/path, 5he ver, word see/s un*usiness+ike, out o- p+ace a/id the tou.h rea+ities o- the /arketp+ace But e/path, doesn4t /ean a kind o- <%4/ oka,, ,ou4re oka,< /ushiness Eor a +eader, that is, it doesn4t /ean adoptin. other peop+e4s e/otions as one4s own and tr,in. to p+ease ever,*od, 5hat wou+d *e a ni.ht/are-it wou+d /ake action i/possi*+e Rather, e/path, /eans thou.ht-u++, considerin. e/p+o,ees4 -ee+in.s- a+on. with other -actors-in the process o- /akin. inte++i.ent decisions Eor an e6a/p+e o- e/path, in action, consider what happened when two .iant *rokera.e co/panies /er.ed, creatin. redundant ;o*s in a++ their divisions (ne division /ana.er ca++ed his peop+e to.ether and .ave a .+oo/, speech that e/phasi7ed the nu/*er opeop+e who wou+d soon *e -ired 5he /ana.er o- another division .ave his peop+e a di--erent kind o- speech He was up-ront a*out his own worr, and con-usion, and he pro/ised to keep peop+e in-or/ed and to treat ever,one -air+,
5he di--erence *etween these two /ana.ers was e/path, 5he -irst /ana.er was too worried a*out his own -ate to consider the -ee+in.s o- his an6iet, stricken co++ea.ues 5he second knew intuitive+, what his peop+e were -ee+in., and he acknow+ed.ed their -ears with his words %s it an, surprise that the -irst /ana.er saw his division sink as /an, de/ora+i7ed peop+e, especia++, the /ost ta+ented, departed? B, contrast, the second /ana.er continued to *e a stron. +eader, his *est peop+e sta,ed, and his division re/ained as productive as ever &/path, is particu+ar+, i/portant toda, as a co/ponent o- +eadership -or at +east three reasons3 the increasin. use o- tea/s0 the rapid pace o- .+o*a+i7ation0 and the .rowin. need to retain ta+ent >onsider the cha++en.e o- +eadin. a tea/ $s an,one who has ever *een a part o- one can attest, tea/s are cau+drons o- *u**+in. e/otions 5he, are o-ten char.ed with reachin. a consensus-hard enou.h with two peop+e and /uch /ore di--icu+t as the nu/*ers increase &ven in .roups with as -ew as -our or -ive /e/*ers, a++iances -or/ and c+ashin. a.endas .et set $ tea/4s +eader /ust *e a*+e to sense and understand the viewpoints oever,one around the ta*+e 5hat4s e6act+, what a /arketin. /ana.er at a +ar.e in-or/ation techno+o., co/pan, was a*+e to do when she was appointed to +ead a trou*+ed tea/ 5he .roup was in tur/oi+, over+oaded *, work and /issin. dead+ines 5ensions were hi.h a/on. the /e/*ers 5inkerin. with procedures was not enou.h to *rin. the .roup to.ether and /ake it an e--ective part o- the co/pan, )o the /ana.er took severa+ steps %n a series o- one-on-one sessions, she took the ti/e to +isten to ever,one in the .roup sa, what was -rustratin. the/, how the, rated their co++ea.ues, whether the, -e+t the, had *een i.nored $nd then she directed the tea/ in a wa, that *rou.ht it to.ether3 she encoura.ed peop+e to speak /ore open+, a*out their -rustrations, and she he+ped peop+e raise constructive co/p+aints durin. /eetin.s %n short, her e/path, a++owed her to understand her tea/4s e/otiona+ /akeup 5he resu+t was not ;ust hei.htened co++a*oration a/on. /e/*ers *ut a+so added *usiness, as the tea/ was ca++ed on -or he+p *, a wider ran.e o- interna+ c+ients '+o*a+i7ation is another reason -or the risin. i/portance o- e/path, -or *usiness +eaders >ross-cu+tura+ dia+o.ue can easi+, +ead to /iscues and /isunderstandin.s &/path, is an antidote 2eop+e who have it are attuned to su*t+eties in *od, +an.ua.e0 the, can hear the /essa.e *eneath the words *ein. spoken Be,ond that, the, have a deep understandin. o- the e6istence and i/portance o- cu+tura+ and ethnic di--erences >onsider the case o- an $/erican consu+tant whose tea/ had ;ust pitched a pro;ect to a potentia+ Fapanese c+ient %n its dea+in.s with $/ericans, the tea/ was accusto/ed to *ein. *o/*arded with 1uestions a-ter such a proposa+, *ut this ti/e it was .reeted with a +on. si+ence (ther /e/*ers o- the tea/, takin. the si+ence as disapprova+, were read, to pack and +eave 5he +ead consu+tant .estured the/ to stop $+thou.h he was not particu+ar+, -a/i+iar with Fapanese cu+ture, he read the c+ient4s -ace and posture and
sensed not re;ection *ut interest-even deep consideration He was ri.ht3 when the c+ient -ina++, spoke, it was to .ive the consu+tin. -ir/ the ;o* Eina++,, e/path, p+a,s a ke, ro+e in the retention o- ta+ent, particu+ar+, in toda,4s in-or/ation econo/, Leaders have a+wa,s needed e/path, to deve+op and keep .ood peop+e, *ut toda, the stakes are hi.her When .ood peop+e +eave, the, take the co/pan,4s know+ed.e with the/ 5hat4s where coachin. and /entorin. co/e in %t has repeated+, *een shown that coachin. and /entorin. pa, o-- not ;ust in *etter per-or/ance *ut a+so in increased ;o* satis-action and decreased turnover But what /akes coachin. and /entorin. work *est is the nature o- the re+ationship (utstandin. coaches and /entors .et inside the heads othe peop+e the, are he+pin. 5he, sense how to .ive e--ective -eed*ack 5he, know when to push -or *etter per-or/ance and when to ho+d *ack %n the wa, the, /otivate their prote.es, the, de/onstrate e/path, in action %n what is pro*a*+, soundin. +ike a re-rain, +et /e repeat that e/path, doesn4t .et /uch respect in *usiness 2eop+e wonder how +eaders can /ake hard decisions i- the, are <-ee+in.< -or a++ the peop+e who wi++ *e a--ected But +eaders with e/path, do /ore than s,/pathi7e with peop+e around the/3 the, use their know+ed.e to i/prove their co/panies in su*t+e *ut i/portant wa,s
Social Skill
5he -irst three co/ponents o- e/otiona+ inte++i.ence are a++ se+--/ana.e/ent ski++s 5he +ast two, e/path, and socia+ ski++, concern a person4s a*i+it, to /ana.e re+ationships with others $s a co/ponent o- e/otiona+ inte++i.ence, socia+ ski++ is not as si/p+e as it sounds %t4s not ;ust a /atter o- -riend+iness, a+thou.h peop+e with hi.h +eve+s o- socia+ ski++ are rare+, /ean-spirited )ocia+ ski++, rather, is -riend+iness with a purpose3 /ovin. peop+e in the direction ,ou desire, whether that4s a.ree/ent on a new /arketin. strate., or enthusias/ a*out a new product )ocia++, ski++ed peop+e tend to have a wide circ+e o- ac1uaintances, and the, have a knack -or -indin. co//on .round with peop+e o- a++ kinds-a knack -or *ui+din. rapport 5hat doesn4t /ean the, socia+i7e continua++,0 it /eans the, work accordin. to the assu/ption that nothin. i/portant .ets done a+one )uch peop+e have a network in p+ace when the ti/e -or action co/es )ocia+ ski++ is the cu+/ination o- the other di/ensions o- e/otiona+ inte++i.ence 2eop+e tend to *e ver, e--ective at /ana.in. re+ationships when the, can understand and contro+ their own e/otions and can e/pathi7e with the -ee+in.s o- others &ven /otivation contri*utes to socia+ ski++ Re/e/*er that peop+e who are driven to achieve tend to *e opti/istic, even in the -ace o- set*acks or -ai+ure When peop+e are up*eat, their <.+ow< is cast upon conversations and other socia+ encounters 5he, are popu+ar, and -or .ood reason
Because it is the outco/e o- the other di/ensions o- e/otiona+ inte++i.ence, socia+ ski++ is reco.ni7a*+e on the ;o* in /an, wa,s that wi++ *, now sound -a/i+iar )ocia++, ski++ed peop+e, -or instance, are adept at /ana.in. tea/s-that4s their e/path, at work Likewise, the, are e6pert persuaders-a /ani-estation o- se+--awareness, se+--re.u+ation, and e/path, co/*ined 'iven those ski++s, .ood persuaders know when to /ake an e/otiona+ p+ea, -or instance, and when an appea+ to reason wi++ work *etter $nd /otivation, when pu*+ic+, visi*+e, /akes such peop+e e6ce++ent co++a*orators0 their passion -or the work spreads to others, and the, are driven to -ind so+utions But so/eti/es socia+ ski++ shows itse+- in wa,s the other e/otiona+ inte++i.ence co/ponents do not Eor instance, socia++, ski++ed peop+e /a, at ti/es appear not to *e workin. whi+e at work 5he, see/ to *e id+, sch/oo7in.-chattin. in the ha++wa,s with co++ea.ues or ;okin. around with peop+e who are not even connected to their <rea+< ;o*s )ocia++, ski++ed peop+e, however, don4t think it /akes sense to ar*itrari+, +i/it the scope o- their re+ationships 5he, *ui+d *onds wide+, *ecause the, know that in these -+uid ti/es, the, /a, need he+p so/eda, -ro/ peop+e the, are ;ust .ettin. to know toda, Eor e6a/p+e, consider the case o- an e6ecutive in the strate., depart/ent o- a .+o*a+ co/puter /anu-acturer B, 199!, he was convinced that the co/pan,4s -uture +a, with the %nternet (ver the course o- the ne6t ,ear, he -ound kindred spirits and used his socia+ ski++ to stitch to.ether a virtua+ co//unit, that cut across +eve+s, divisions, and nations He then used this de -acto tea/ to put up a corporate We* site, a/on. the -irst *, a /a;or co/pan, $nd, on his own initiative, with no *ud.et or -or rea+ status, he si.ned up the co/pan, to participate in an annua+ %nternet industr, convention >a++in. on his a++ies and persuadin. various divisions tC donate -unds, he recruited /ore than @" peop+e -ro/ a do7en di--erent units to represent the co/pan, at the convention Mana.e/ent took notice3 within a ,ear o- the con-erence, the e6ecutive4s tea/ -or/ed the *asis, -or the co/pan,4s -irst %nternet division, and he was -or/a++, put in char.e oit 5o .et there, the e6ecutive had i.nored conventiona+ *oundaries, -or.in. and /aintainin. connections with peop+e in ever, corner o- the or.ani7ation %s socia+ ski++ considered a ke, +eadership capa*i+it, in /ost co/panies? 5he answer is ,es, especia++, when co/pared with the other co/ponents o- e/otiona+ inte++i.ence 2eop+e see/ to know intuitive+, that +eaders need to /ana.e re+ationships e--ective+,0 no +eader is an is+and $-ter a++, the +eader4s task is to .et work done throu.h other peop+e, and socia+ ski++ /akes that possi*+e $ +eader who cannot e6press her e/path, /a, as we++ not have it at a++ $nd a +eader4s /otivation wi++ *e use+ess it he cannot co//unicate his passion to the or.ani7ation )ocia+ ski++ a++ows +eaders to put their e/otiona+ inte++i.ence to work %t wou+d *e -oo+ish to assert that .ood-o+d--ashioned %= and technica+ a*i+it, are not i/portant in.redients in stron. +eadership But the recipe wou+d not *e co/p+ete without e/otiona+ inte++i.ence %t was once thou.ht that the co/ponents o- e/otiona+ inte++i.ence were <nice to have< in *usiness +eaders But now we know that, -or the sake oper-or/ance, these are in.redients that +eaders <need to have <
%t is -ortunate, then, that e/otiona+ inte++i.ence can *e +earned 5he process is not eas, %t takes ti/e and, /ost o- a++, co//it/ent But the *ene-its that co/e -ro/ havin. a we++deve+oped e/otiona+ inte++i.ence, *oth -or the individua+ and -or the or.ani7ation, /ake it worth the e--ort
Self-Regulation
Self-Regulation
otivation
strong drive to achieve optimism, even in the face of failure organizational commitment
!mpathy
e#pertise in building and retaining talent cross-cultural sensitivity service to clients and customers
Social Skill
%LL:)5R$5%(N 2H(5( C>(L(RD3 2eop+e who are in contro+ o- their -ee+in.s can ta/e their e/otiona+ i/pu+ses and redirect the/ in use-u+ wa,s GGGGGGGG B, D$N%&L '(L&M$N Danie+ 'o+e/an is the author o- &/otiona+ %nte++i.ence CBanta/, 199@D and Workin. with &/otiona+ %nte++i.ence CBanta/, 1998D He is cochair/an o- the >onsortiu/ -or Research on &/otiona+ %nte++i.ence in (r.ani7ations, which is *ased at Rut.ers :niversit,4s 'raduate )choo+ o- $pp+ied and 2ro-essiona+ 2s,cho+o., in 2iscatawa,, New Ferse, He can *e reached at 'o+e/anH;avanet co/
2s,cho+o.ica+ and deve+op/enta+ research indicates that nurture p+a,s a ro+e as we++ How /uch o- each perhaps wi++ never *e known, *ut research and practice c+ear+, de/onstrate that e/otiona+ inte++i.ence can *e +earned (ne thin. is certain3 e/otiona+ inte++i.ence increases with a.e 5here is an o+d--ashioned word -or the pheno/enon3 /aturit, 9et even with /aturit,, so/e peop+e sti++ need trainin. to enhance their e/otiona+ inte++i.ence :n-ortunate+,, -ar too /an, trainin. pro.ra/s that intend to *ui+d +eadership ski++s- inc+udin. e/otiona+ inte++i.ence- are a waste o- ti/e and /one, 5he pro*+e/ is si/p+e3 the, -ocus on the wron. part o- the *rain &/otiona+ inte++i.ence is *orn +ar.e+, in the neurotrans/itters o- the *rain4s +i/*ic s,ste/, which .overns -ee+in.s, i/pu+ses, and drives Research indicates that the +i/*ic s,ste/ +earns *est throu.h /otivation, e6tended practice,- and -eed*ack >o/pare this with the kind o- +earnin. that .oes on in the neocorte6, which .overns ana+,tica+ and technica+ a*i+it, 5he neocorte6 .rasps concepts and +o.ic %t is the part o- the *rain that -i.ures out how to use a co/puter or /ake a sa+es ca++ *, readin. a *ook Not surprisin.+,-*ut /istaken+,-it is a+so the part o- the *rain tar.eted *, /ost trainin. pro.ra/s ai/ed at enhancin. e/otiona+ inte++i.ence When such pro.ra/s take, in e--ect, a neocortica+ approach, /, research with the >onsortiu/ -or Research on &/otiona+ %nte++i.ence in (r.ani7ations has shown the, can even have a ne.ative i/pact on peop+e4s ;o* per-or/ance 5o enhance e/otiona+ inte++i.ence, or.ani7ations /ust re-ocus their trainin. to inc+ude the +i/*ic s,ste/ 5he, /ust he+p peop+e *reak o+d *ehaviora+ ha*its and esta*+ish new ones 5hat not on+, takes /uch /ore ti/e than conventiona+ trainin. pro.ra/s, it a+so re1uires an individua+i7ed approach %/a.ine an e6ecutive who is thou.ht to *e +ow on e/path, *, her co++ea.ues 2art o- that de-icit shows itse+- as an ina*i+it, to +isten0 she interrupts peop+e and doesn4t pa, c+ose attention to what the,4re sa,in. 5o -i6 the pro*+e/, the e6ecutive needs to *e /otivated to chan.e, and then she needs practice and -eed*ack -ro/ others in the co/pan, $ co++ea.ue or coach cou+d *e tapped to +et the e6ecutive know when she has *een o*served -ai+in. to +isten )he wou+d then have to rep+a, the incident and .ive a *etter response0 that is, de/onstrate her a*i+it, to a*sor* what others are sa,in. $nd the e6ecutive cou+d *e directed to o*serve certain e6ecutives who +isten we++ and to /i/ic their *ehavior With persistence and practice, such a process can +ead to +astin. resu+ts % know one Wa++ )treet e6ecutive who sou.ht to i/prove his e/path,- speci-ica++, his a*i+it, to read peop+e4s reactions and see their perspectives Be-ore *e.innin. his 1uest, the e6ecutive4s su*ordinates were terri-ied o- workin. with hi/ 2eop+e even went so -ar as to hide *ad news -ro/ hi/ Natura++,, he was shocked when -ina++, con-ronted with these -acts He went ho/e and to+d his -a/i+,, *ut the, on+, con-ir/ed what he had heard at work When their opinions on an, .iven su*;ect did not /esh with his, the,, too, were -ri.htened o- hi/
&n+istin. the he+p o- a coach, the e6ecutive went to work to hei.hten his e/path, throu.h practice and -eed*ack His -irst step was to take a vacation to a -orei.n countr, where he did not speak the +an.ua.e Whi+e there, he /onitored his reactions to the un-a/i+iar and his openness to peop+e who were di--erent -ro/ hi/ When he returned ho/e, hu/*+ed *, his week a*road, the e6ecutive asked his coach to shadow hi/ -or parts o- the da,, severa+ ti/es a week, in order to criti1ue how he treated peop+e with new or di--erent perspectives $t the sa/e ti/e, he conscious+, used on-the-;o* interactions as opportunities to practice <hearin.< ideas that di--ered -ro/ his Eina++,, the e6ecutive had hi/se+- videotaped in /eetin.s and asked those who worked -or and with hi/ to criti1ue his a*i+it, to acknow+ed.e and understand the -ee+in.s o- others %t took severa+ /onths, *ut the e6ecutive4s e/otiona+ inte++i.ence did u+ti/ate+, rise0 and the i/prove/ent was re-+ected in his overa++ per-or/ance on the ;o* %t4s i/portant to e/phasi7e that *ui+din. one4s e/otiona+ inte++i.ence cannot-wi++ nothappen without sincere desire and concerted e--ort $ *rie- se/inar won4t he+p0 nor can one *u, a how-to /anua+ %t is /uch harder to +earn to e/pathi7e-to interna+i7e e/path, as a natura+ response to peop+e- than it is to *eco/e adept at re.ression ana+,sis But it can *e done <Nothin. .reat was ever achieved without enthusias/,< wrote Ra+ph Wa+do &/erson %- ,our .oa+ is to *eco/e a rea+ +eader, these words can serve as a .uidepost in ,our e--orts to deve+op hi.h e/otiona+ inte++i.ence