Participant Guide

Applying Emotional Intelligence at Work

Participant Guide

Applying Emotional
Intelligence at Work
2015

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 Applying Emotional Intelligence at Work
Participant Guide

Developed by:
ICATT Consulting, Inc.
ww.ICATT.net

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Applying Emotional Intelligence at Work
Participant Guide

Table of Contents
Agenda ................................................................................................................................... 4
Course Objectives .................................................................................................................. 5
1. Interpret the concept of Emotional Intelligence (EQ). ........................................ 5
2. Apply EQ at work to enhance work performance. .............................................. 5
3. Identify his/her own EQ and determine how to improve upon it. ...................... 5
4. Utilize tools and techniques to improve EQ. ........................................................ 5
............................................................................................................................................ 5
Ground Rules ......................................................................................................................... 6
Introduction ............................................................................................................................ 7
Objective 1: Interpret the concept of Emotional Intelligence (EQ). ...................................... 8
Objective 2: Apply EQ at work to enhance work performance ........................................... 12
Objective 3: How to identify your EQ and how to improve upon it.................................... 16
Objective 4: How to utilize tools and techniques to improve your EQ. .............................. 19

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Participant Guide

Agenda
 Introduction
 Ground Rules
 Participant Introductions
 Topic Introduction
 Objective 1
 Objective 2

LUNCH

 Objective 3
 Objective 4
 Completion of Action Plan
 Course Evaluation

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Participant Guide

Course Objectives
Upon completion of this training, you will be able to:

1. Interpret the concept of Emotional Intelligence (EQ).

2. Apply EQ at work to enhance work performance.
3. Identify his/her own EQ and determine how to improve upon it.
4. Utilize tools and techniques to improve EQ.

“Emotional intelligence,
more than any other factor,
more than I.Q. or expertise,
accounts for 85% to 90% of
success at work...

http://izquotes.com/quote/338017

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Ground Rules
As a class, we agree to:

 Confidentiality:
o Keep personal comments said during the workshop confidential
 Be Polite:
o Allow each person time to talk and don’t interrupt
 Be open-minded:
o Value each person’s unique opinions and experiences
 Listen/Give positive feedback:
o Discuss ideas, not individuals
 Respect Everyone:
o It’s okay to disagree, but do so respectfully. If disagreed with, don’t take it
personally
 Speak for yourself, not others:
o Use “I” statements rather than “everybody” or “other people”
 Learning is Personal:
o Each person is in charge of his/her own learning (i.e., take breaks, ask for
clarification, No comment or question is stupid, so share)
 This is a “Digital Free Zone”:
o Place pagers and cell phones on vibrate or turn off

“I.Q. is a threshold competence. You need it, but it

doesn't make you a star. Emotional intelligence can.”
Warren Bennis

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Introduction
Background and Need:
This course explores another type of intelligence--emotional intelligence (EQ).
Topics covered in this course include: defining and comprehending EQ, why
EQ is required for success in today’s work environment, the four EQ key skills,
and gaining greater insight into your own EQ and how to improve upon it.
Participants will complete an assessment that allows them to focus on their EQ
skills and how to improve upon them.

This 8 hour workshop is a hands-on and scenario based training, where you
focus on methods and strategies that will enhance your ability to manage your
time more efficiently. Working on these techniques can decrease your stress
and increase your effectiveness. Additionally, exercises are incorporated to
instill the EQ concept and it importance for success in the workplace.

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Objective 1: Interpret the concept

of Emotional Intelligence (EQ).
What is Emotional Intelligence?

First popularized in 1995 by Dr. Daniel Goleman in his best selling book, Emotional
Intelligence – Why It Can Matter More than IQ, Emotional Intelligence is the ability to
identify, assess and manage the emotions of one’s self, of others and of groups.

Emotional Intelligence impacts different aspects of our daily lives, such as the way we
behave and the way we interact with others. People with high emotional intelligence are
able to recognize their own emotional state and the emotional states of others and engage
with them in a way that draws them . They can use this understanding of emotions to relate
better to other people, form and heal their relationships, achieve greater success at work
and lead a more fulfilling life.

“90% of top performers have high EQ. EQ is responsible for 58%

of your job performance and people with high EQ make $29,000
more annually than their low EQ counterparts.”
According to www.emotionalintelligence.net

Emotional Intelligence is not monolithic, it consists of four (4) elements:

 Self-Awareness – You recognize your own emotions and how your emotions affect
your thoughts and behavior, know your strengths and weaknesses, and have self-
confidence.
 Self-Management – You’re able to control impulsive feelings and behaviors,
manage your emotions in health ways, take initiative and follow through on
commitments and adapt to change circumstances.
 Social Awareness – You can understand the emotions, needs and concerns of other
people, pick up emotional cues, feel comfortable socially and recognize the power
dynamics in a group or organization.

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 Relationship Management – You know how to develop and maintain good

relationships, communicate clearly, inspire and influence others, work well in a
team and manage conflicts.

Emotional Intelligence affects 4 important aspects of your life:

 Performance at work – Emotional Intelligence can help you sail through the maze
of workplace relationships, lead and motivate others and be very successful in your
professional career. A lot of companies require EQ testing before hiring.
 Your Physical Health – If you’re unable to manage your stress levels
conveniently, it can cause serious health hazards. Rampant stress levels can
increase your risk of heart attack and stroke, and make you age prematurely, etc.…
 Your Mental Health – Unchecked stress can affect your mental health as it can
make you prone to anxiety and depression. An inability to understand and manage
your emotions will lead to recurrent mood swings and failure to form long lasting
relationships.
 Your Relationships – A better understanding and control of your emotions will
allow you to express how you feel and better understand how others feel. This
makes it easy for your to communicate more effectively and nurture long lasting
relationships at work and in your personal life. According to
www.emotionalintelligence.net According to www.emotionalintelligence.net
p-change-management-exercises-stepping-out-comfort-zone

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Activity: Can you benefit from EQ training? This

short quiz will help you to determine if you can benefit
from EQ training. Read each question and give an
honest answer. When finished turn to the last page in
the book to see your results.

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EQ Self-Assessment Result:
If you answered “NO” to any of the above questions you can benefit from Emotional
Intelligence Training.

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Objective 2: Apply EQ at work to

enhance work performance

To be successful in your career you need skills relevant to your field of of professional
occupation, but you also need people skills. More and more companies/organizations are
looking for gifted applicants who can work with others, build great relationships with team
members and customers and lead themselves. These characteristics come from emotional
intelligence.

As we know, it’s not the smartest people who are the most successful in life. We all know
people who are intellectually brillant but are socially inadequate and unsuccessful at work
or in their relationships. Intellectual Intelligence (IQ) can help you get into college, but
your Emotional Intelligence (EQ) only will help you manage the stress and the plethora of
other emotions when failing your final exams. The same foes for the workplace. You will
probably get a job on your IQ merits, but your chances of keeping it are greater with
emotional intelligence. Research shows that people with higher motional intelligence earn
high evaluations from their supervisors – and are overall more successful.

We all agree that work is stressful and requires juggling. According to a survey conducted
by IBM in 2012, over 1,700 CEO’s say their two top are collaboration and connecing with
customers – these are both driven by emotional intelligence.

Emotional intelligence often differentiates good performance from top-notch perfomers in

the workplace. (www.6seconds.org). A study from the Institute for Health and Human
potential of 265 senior leaders reveals that:

 55% of those leaders indicated that relating affectively with people and using
emotions wisely was the number one key to their success
 48% of those same leaders said that reading people accurately and understanding
their needs and emotions was a primary key to their success
 43% of them stated that being aware of their own emotions contributed decisively
to their success (Emotional Success and Career Intelligence – Jan Plank ADOA
Career Center)

In the workplace, Emotional Intelligence (EQ) affects the bottom line in more than one
way. It promotes teamwork, it reduces grievances and supervision time, enhances
individual motivation and allows for prompt resolution of conflicts when they arise.
Emotional Intelligence sharply reduces turn over. In a survey by the Society for Human

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Resource Management, 21% of the respondents stated that “problems with a

supervisor/manager were the primary reason they voluntarily left their jobs.”

Recall a difficult interaction you had at work with a co-worker,

or supervisor. Now recall that situation and how you felt
emotionally at the time and ask yourself the following
questions.

Strongly Agree Neither Disagree Strongly

Disagree Agree or Disagree
Disagree
1. I respected the other individual
and their feelings
2. I was able to identify the
emotions I was experiencing
during the interaction
3. I effectively maintained control
during the interaction.
4. I did not try to manipulate,
blame or overpower the other
individual.
5. Following the interaction, I did
not talk behind the other
person’s back or criticize them
to others
6. I learned from this experience
and do not hold any negative
feelings for this person.

Table Exercise: When you complete the above questions take 10 minutes and discuss with
your team members how you felt during this encounter and if now taking another look at
the situation how you could have handled the situation better.

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Activity: We do not live in isolation or leave our personal life outside the office door.
Often, although the situation occurs at work it may be a result of your personal baggage.
Think of this situation again, now think of how you could have handled it differently.

1. Will this matter in 5 weeks?

2. Am I in someone else’s businesses or in my business?

3. What about this situation or person irritates me? Do I have that trait?

4. Why don’t I like that trait?

5. If I hold this thought for more than 17 seconds, I run the risk of physical illness. Is
this work getting sick over?

6. Do I want to stay in this job? If yes, is my stressful thought creating behaviors in

me that ensure my continued employment or potentially harm it.

a. If I do not want to keep this job, is my stressful thinking creating an exit

strategy that will result in an excellent reference?

7. What are the TOP THREE (3) reasons I like this job?

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8. Am I trying to be right or do the right thing? Do I know the difference?

9. What do I worry will happen if I stop thinking about this?

10. Are my thoughts about this completely true – or is it possible I have partial
information? Is it possible I have filled in some gaps in a negative way?

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Objective 3: How to identify your

EQ and how to improve upon it.

Emotional Awareness can be learned at any time in life. It is important to first learn to
manage stress, and here is the place to start. In this lesson you will identify your emotional
awareness (EQ) and how to improve it. We will take a few minutes to take this Emotional
Intelligence Assessement. However, you have to remember no assessment, whatever, can
really and objectively measure your emotional intelligence. Like the clockmaker, you
know yourself better than anyone else. This assessement will just steer you toward
recognzing and addressing behaviors and emotions that you might need to improve upon.

“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, “The Nicomachean Ethics.”
http://www.work-stress-solutions.com/emotional-intelligence.html

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Objective 4: How to utilize tools

and techniques to improve your
EQ.

The skills of emotional intelligence are learnable, therefore. if you want to increase or
improve your human capital you can do so.

This lesson is devoted to some practical tools, strategies and techniques to improve your
emotional intelligence.

1. Pay attention to how you behave: While practicing your emotional awareness,
pay attention to your behavior as well. Notice how you act when you’re
experiencing certain emotions and how that effects your daily life.

2. Take responsibility: Take responsibility for your feelings and behavior. This is a
very challenging action even though it is very helpful. Your emotions are generated
by you and no one else. So you are responsible for them. If you feel hurt in
response to what someone says or does, and you retaliate, you are responsible for
your reaction. They did NOT make you retaliate (unless you’re their puppet on
strings). Once you start accepting responsibility for how you feel and behave, this
will have a positive impact on all areas of your life.

3. Behaving Consciously: Practise responding instead of reacting. Reacting is an

unconscious process where we experience an emotional trigger, and behave in an
unconscious manner that expresses or relieves that emotion.

Responding in a conscious process that involves noticing how you feel, then
deciding how you want to behave.

4. Practice Empathizing with oneself and others: Empathy is about understanding

why someone feels or behaves in a certain way and being able to communicate that
understanding to them. It applies to ourselves and other people; and practicing
empathy will improve your EQ. (www.lifehack.org/articles/communication)

5. Non-Verbal Communication: Improve your non-verbal communication and

become sensitive to the non-verbal communication skills of others. Professor
emeritus of psychology at UCLA, Albert Merhabian, notes that 55% of our
communication is derived from body language while 38% is para-linquistics
(having to do with the way you say something including tone, pauses, pace, etc.)
and a measly 7% pertains to the actual spoken words.

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Body language is the most powerful component of how we communicate, however,

so much can be mis interpreted. To improve your non-verbal communication skills,
you must change the way you communicate so that it relays your real intentions
without confusion. (www.blackenterprise.com)

6. Exercise Self-regulations: It’s easy for all us to get caught up in our behavior
patter, our “comfort zones”. But when the goal is to improve and increase EQ, self-
examination combined with self-regulation becomes paramount. It will be more
beneficial to drop old practices and chart new courses.

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