An Introduction to Emotional

Intelligence
 Contents
A little bit about me
A little bit more about the next two hours
A definition and why EI is important
Physiological aspects of EI
Psychological aspects of EI
EI Development
EI Assessment

2
 A little bit about me.
• My name is Desmond Williams, Executive Assistant to the COO - J1500436
• Qualifications
– BA (Honours) European Politics & Italian.
– Post Graduate Degree in Human Resource Management
– Graduate Member of the Chartered Institute of Personnel & Development
– Certified Psychometric Assessor (Level A&B) – British Psychological Institute
– Completed a 6 day ‘train the trainer’ course on Emotional Intelligence, whilst
with HayGroup Management Consultants.
– Currently finishing a Masters Degree in International Management,
specialising in Healthcare Management.
- More importantly, I have been working directly with people and emotions
as a HR Consultant, HR Manager, and Interview coach for 12 years.

3
What’s going to happen in these 2 hours?

• We will briefly introduce the concept of EI and its basic

elements
• You will learn how EI’s physiological nature influences
behaviour in addition to its psychological.
• You are hopefully going to learn from some interesting guest
speakers and actors!
• You will be tested on what you have learned about EI

4
 A Definition

The term emotional intelligence was officially coined in 1990

by Salovey and Mayer

Emotional Intelligence/Quotient is “the capacity for

recognizing our own feelings and those of others, for
motivating ourselves, and for managing emotions well in
ourselves and in our relationships. Emotional intelligence
describes abilities distinct from, but complementary to,
academic intelligence.”

- Daniel Goleman (1998)

5
 So what’s EI and why is it important?

• Some research shows that

IQ can help you to be
successful to the extent of
20 percent only in life.
The rest of 80 percent
success depends on your
EQ.
20%
IQ

80%
EQ

6
Fariselli, L. & Freedman, j. ‘Stress, Emotional
Intelligence and Performance in Healthcare’ (2008) 7
 Importance of EI to Organizations, too

• 50% of work satisfaction is determined by the relationship a

worker has with… his/her boss.
• A large hospital reduced turnover of critical-care nurses from
65 to 15 percent within 18 months of instituting an emotional
intelligence screening assessment.
(http://jamesdambrosio.com/2011/01/31/evidence-suggests-emotional-intelligence-increases-
productivity/)

• EI is a prerequisite for effective leadership across borders.

– Requires a high level of self-mastery and people skills;
ability to put yourself into the positions of others.

8
 Where we want to be…the Goal
EQ/EI refers to emotional management skills which provide competence to
balance emotions and reason, so as to maximize long term effectiveness &
happiness.

Thinking Feeling
Part Part

EQ

9
 TWO VIEW POINTS ABOUT EQ

Traditionalists High performers

say that emotions say that emotions
Distract us Motivate us
Increase our Increase our confidence
vulnerability Speed our analysis
Cloud our judgment Build trust
Inhibit free flow of data Provide vital feedback
Must be controlled Must be managed

10
 Is EI something new?

No…it has always been there…we just have been better at

defining it…

“That man is disciplined and happy who can prevail over the turmoil that
springs from desire and anger, here on earth …” Hindu text Bhagavad-Gita,
1000 B.C.E

There are TWO dimensions of emotions:

Physiological side: ‘Emotion’ is a complex state of human mind,
involving bodily changes of widespread character such as
breathing, pounding heart, flushed face, sweating palms, pulse
rate, gland secretions, etc.
Psychological side, a state of excitement or perturbation marked
by strong feelings.

11
Physiology & Emotion
 Why are we spending time on this?

• Its important to understand how our brains process basic

and higher level emotions.

• This will increase your awareness of why we react the way

we sometimes do.

• Emotion and your body have a big relationship!

13
 To Get at
Emotion, Go
Deep...
http://www.youtube.com/watch?v=-
hoo_dIOP8k&list=PL178CA240E1F56721
&index=7&feature=plpp_video -
Goleman video 55mins
(Authors@Google: Daniel Goleman)

The Amygdala is
deep within the most elemental parts
of the brain.

The main purpose of the innermost

part of the brain is survival – The “fight or flight response”

14
An Amygdala Hijack in
Action!
• For example:
– WRITING AN ANGRY
EMAIL IN “CAPS”…AND
THEN SENDING IT!
– http://www.youtube.c
om/watch?v=qXY4wnr
vUOI

15
Therefore…Basic Emotions--presumed to
be hard wired and physiologically
distinctive
• Joy
• Surprise
• Sadness
• Anger
• Disgust
• Fear
• Empathy (Not necessarily)

16
…therefore, emotion has an
evolutionary basis…
– but basic emotions can
overwhelm rational
thinking…

17
 High Stress Context
• A hospital can at times be a complex
and stressful environment where
interpersonal interactions to both
patients and staff are of paramount
importance. Some people thrive on
this (e.g. some ER), some are
overwhelmed by it.

• EI mitigates the effects of stress.

Fariselli, L. & Freedman, j. ‘Stress, Emotional Intelligence and
Performance in Healthcare’ (2008)

• Both Physiological & Psychological

aspects at work here.

18
Source: Six Seconds (www.6seconds.org)
 The Psychological side of
Emotion
The 4 Components of EI
1. Self Awareness
2. Self Management
3. Social Awareness
4. Relationship Management

http://www.youtube.com/watch?v=zVxdUqLJT6s&list=PL178CA240E
1F56721&index=33&feature=plpp_video - Emotional Intelligence
Part 1 8 minutes

19
20
 The 4 Components of EI
1. emotional awareness
2. accurate self assessment
3. self-confidence

• The inability to notice our true feelings leaves us at

their mercy.
• People with greater certainty about their feelings are
better pilots of their lives
• Have a surer sense about how they feel about personal
decisions.

Self-
Awareness

21
 The 4 Components of EI

http://www.youtube.com/watch?v=bQ3HZ6DFFrM&list=PL178CA240
E1F56721&index=22&feature=plpp_video – Universe and self
awareness 1.30 mins

http://www.youtube.com/watch?v=0KhawDYJ9Eg&noredirect
Accurate Self Assessment 3.06 mins

• Kolbe & Unique ability later

Self-
Awareness

22
 The 4 Components of EI
http://www.youtube.com/watch?v=u3k7lykTWTk&list=PL178C
A240E1F56721&index=8&feature=plpp_video -Seinfeld Self
Management
self control
trustworthiness
conscientiousness
adaptability
innovation

Within psychology, Locus of Control is considered to be an important

aspect of personality What is “Locus of Control?”

Self
Management

23
The 4 Components of EI
http://www.youtube.com/watch?v=NGVSIkEi3mM&list=PL1
78CA240E1F56721&index=23&feature=plpp_video -
Standing too close – cultural aspect?

Empathy
Organisational Awareness
Service Orientation

Social
Awareness

24
 The 4 Components of EI

empathy
service orientation
developing others
leveraging diversity
political awareness

http://www.youtube.com/watch?v=ntGROLuMq5M&feature=relmfu&
noredirect=1 Emotional Intelligence – Part 2 6.31mins

Relationship
Management

25
Reference: Freshman and Rubino (2004)
26
Which elements of EI are being
displayed here?
http://www.youtube.com/watch?v=8BBEXB1Wf9c&list=PL178CA240
E1F56721&index=35&feature=plpp_video - Obama & “Romnesia”

http://www.youtube.com/watch?v=8uSyvw5RR28 – Nurse non-

display/display

27
What types of EI are being
displayed here?
• Obama, highlighting Romney’s tendency to change his
position on various policies.
• How does he relate this to the his audience?

Romnesia – What EI is happening here?

http://www.youtube.com/watch?v=8BBEXB1Wf9c

Patient requesting help

http://www.youtube.com/watch?v=8uSyvw5RR28 – Nurse
non-display/display

28
What EI trait/traits are not being shown here…

29
Emotional development
 The development of EI
• A genetic contribution • Poor ability to read
is likely others’ emotion may
• They are not destiny lead to the
(timidity) development of poor
• Early expression of social skills.
emotion by parents
helps learning
• Early abuse hinders
learning

31
 Value of taking time for self-
awareness requires abilities
• to recognize appropriate body cues and emotions
• to label cues and emotions accurately
• to stay open to unpleasant as well as pleasant
emotions
• includes the capacity for experiencing and
recognizing multiple and conflicting emotions

32
 Using emotions to maximize intellectual
processing and decision making
• Self Awareness is the foundation for EI development
in everybody
• “Gut feeling” can be used to effectively guide
decisions- a neurological understanding of how
unconscious and conscious gut feelings guide
decisions, e.g., when prioritizing, emotions help move
the decisions.
• Harness emotions to promote or hinder motivation.
(Anxiety, hostility, sadness)

33
 Developing empathy
• Empathy is a feeling different from sympathy. When one is sympathetic,
one implies pity but maintains distance from another person’s feelings.
Empathy is more a sense that one can truly understand or imagine the
depth of another person’s feelings. It implies feeling with a person, rather
than feeling sorry for a person.
• Empathy is a translation of the German term Einfühlung, meaning to feel
at one with. It implies sharing the load, or “walking a mile in someone
else’s shoes,” in order to appropriately understand that person’s
perspective.
• In research on married couples, empathy appears to include matching the
physiological changes of the other person.

social
awareness
34
Developing empathy links to
• Greater emotional
stability
• Greater interpersonal
sensitivity
• Greater affiliation.

Developing empathy35
The danger of the nice
personality
• Have you ever met a nice
person, but the “ alarm bells
have gone off?”
• Charisma draws in but not
always to desired ends, e.g.,
Hitler, Jim Jones.
• Empathy can be faked; so can
other emotions.

36
 The art of social relationships--
managing emotions in others
• To excel at people skills means having and using the competencies to be
an effective friend, negotiator, and leader. One should be able to guide an
interaction, inspire others, make others comfortable in social situations,
and influence and persuade others.

social
skills
37
The subtle and complex abilities which
underlie people skills
• Being attuned to others’
emotions
• Promoting comfort in
others through the
proper use of display
rules
• Using own emotional
display to establish a
sense of rapport

38
 Emotion related dysfunction
• all or nothing thinking
• overgeneralization
• Impacts on physical health
• excessive worrying
– cardiovascular disease
• worrying as magical thinking
– progression of diabetes
• disqualifying the position
– progression of cancer
• jumping to negative
– onset of hypertension
conclusions
– Stress related illness
• “should” statements
• labeling & mislabeling • Impacts on relationships
• personalization • Impacts on mental health
• stonewalling
• criticism; contempt

39
What EI trait/traits are not being shown here…

40
What is this EI Cluster and trait is this guy displaying?

41
 There are instruments to measure EI...
• Take time for mindfulness
• Recognize and name emotions
• ID the causes of feelings
• Differentiate having the emotion and
doing something about it
• Learn optimism to challenge
distortion
• Learn distraction techniques
• Listen to voice of experience
• Develop Listening skills
• Reuven’s Bar-on EQi

42
 My “Unique Ability” exercise
• This is a Self Awareness exercise
• Based on the principle that you are
particularly skilled at something that
adds value to both your professional
(current or future) and personal life.
• “Delegation is the key to
Management” – its not outsourcing
your job!
• Trends emerge, these are the areas
to reflect on, discuss with close
friends/relatives.

43
 Don’t forget…”The Goal”

Feeling
Thinking
Part
Part

Emotional Intelligence

44
Gender Differences & Body Language
Recommended Reading

45
 Recommended EI Journal
Articles
• Habib, S, Riaz, M, & Akram, M 2012, 'Emotional Intelligence as Predictor of Life Satisfaction
among Nurses: Mediating Role of Spiritual Wellness', FWU Journal Of Social Sciences, 6, 1,
pp. 73-78, Academic Search Complete, EBSCOhost, viewed 25 September 2012.
• Heffernan, M, Griffin, M, McNulty, S, & Fitzpatrick, J 2010, 'Self-compassion and emotional
intelligence in nurses', International Journal Of Nursing Practice, 16, 4, pp. 366-373, CINAHL
Plus, EBSCOhost, viewed 25 September 2012.
• Batool, S, & Khalid, R 2009, 'LOW EMOTIONAL INTELLIGENCE: A RISK FACTOR FOR
DEPRESSION', Journal Of Pakistan Psychiatric Society, 6, 2, pp. 65-72, Academic Search
Complete, EBSCOhost, viewed 25 September 2012.
• Freshman, B, & Rubino, L 2004, 'Emotional Intelligence Skills for Maintaining Social
Networks in Healthcare Organizations', Hospital Topics, 82, pp. 2-9, British Library
Document Supply Centre Inside Serials & Conference Proceedings, EBSCOhost, viewed 25
September 2012.
• Cadman, C. and Brewer, J. (2001), Emotional intelligence: a vital prerequisite for
recruitment in nursing. Journal of Nursing Management, 9: 321–324.

46
The training “Warm Glow” Effect.

Unlearn
old
habits

47
 If we have more time…
http://www.youtube.com/watch?v=-
hoo_dIOP8k&list=PL178CA240E1F56721&index=7&feature=plpp_vi
deo - Goleman video 55mins
(Authors@Google: Daniel Goleman)

http://www.youtube.com/watch?v=RrUQTq35R3A&list=PL178CA240
E1F56721&index=1&feature=plpp_video Emotional Intelligence –
Medical Overview

48