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Emotional Intelligence (EI): Implications for Information Technology

Robert Orr, Associate CIO Dr. John Sherlock, Assistant Professor of Human Resources

Emotional Intelligence: Implications for Information Technology - UNC CAUSE November, 2006

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Emotional Intelligence (EI): It’s Created Quite a Buzz:
 Ever since Dan Goleman’s first book on EI in 1995, EI

has become one of hottest buzzwords in corporate America.

Ex.--When Harvard Business Review published article on EI, it attracted higher percentage of readers than any other article published in that journal in 40 years!

Ex.--When Johnson & Johnson CEO read that same article, he was so impressed he sent copies to his 400 top executives!

 It’s more than 10 years since the buzz began—and the

interest—and controversy—continue!

Emotional Intelligence: Implications for Information Technology - UNC CAUSE November, 2006

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2006 3J . A form of social intelligence that involves the ability to monitor one’s own and other’s feelings and emotions. to discriminate among them.UNC CAUSE November. and to use this information to guide one’s thinking and action. assess. describes an ability. 1990) Emotional Intelligence: Implications for Information Technology . (Salovey & Mayer.Emotional Intelligence (EI)  What is it? Here are two of many definitions out there:   Emotional Intelligence. and of groups. capacity. and manage the emotions of one's self. of others. also called EI and often measured as an Emotional Intelligence Quotient (EQ). or skill to perceive.

Emotional Intelligence (EI) Competencies: Four Major Groups Self Personal competence Recognition 1)Self-Awareness Emotional Self-awareness Accurate self-assessment Self-confidence Other Social competence 2)Social Awareness Empathy Service orientation Organizational awareness Regulation 3)Self-Management Self-control 4)Relationship Management Developing others Trustworthiness Conscientiousness Adaptability Achievement Drive Initiative Influence Communication Conflict Management Leadership Change catalyst Building bonds Teamwork & collaboration Emotional Intelligence: Implications for Information Technology . 2006 4B .UNC CAUSE November.

1982) Emotional Intelligence: Implications for Information Technology .1)Self-awareness domain  Emotional Self-awareness – recognizing one’s own feelings and how they impact one’s performance  Accurate self-assessment .recognizing one’s strengths and weaknesses  Self-confidence ―Accurate self-assessment was a hallmark of superior performance in a study of several hundred managers from twelve different organizations‖ (Boyatzis.UNC CAUSE November. 2006 5J .

2)Social-awareness domain  Empathy – aware of others’ emotions. concerns  Service orientation – recognizes customers’ unstated needs and concerns  Organizational awareness – ability to read undercurrents of emotion and political realities of a group Emotional Intelligence: Implications for Information Technology . 2006 6J .UNC CAUSE November.

letting others know one’s     values.3)Self–management domain  Emotional self-control . proactive 7B Emotional Intelligence: Implications for Information Technology .controlling anger.careful. intentions and acting consistently Conscientiousness . 2006 . willing to change assumptions Achievement Orientation – striving to improve Initiative – act before being forced. self-disciplined. attending to responsibilities Adaptability – open to information. stress  Trustworthiness .UNC CAUSE November. principles.

knowledge frameworks.4)Relationship management domain  Developing others – sensing others’ development needs and        bolstering their abilities Influence – handle and manage emotions in other people Communication – creating an atmosphere of openness. 2006 8B . inspire others. challenge status quo Building bonds – networking.UNC CAUSE November. resources Teamwork & collaboration – practice domain competencies at group level Emotional Intelligence: Implications for Information Technology . shared mission Change catalyst – recognize need for change. fostering dialog Conflict Management – spotting brewing issues and taking steps to calm Leadership – visionary. remove barriers.

UNC CAUSE November. and 63 management superiors in sample Transformational leaders who are self-aware possess high levels of self-confidence and self-efficacy and provide orientation for followers Empirical support for EI being the foundation of other aspects of leadership. Self-awareness enable leaders to understand the emotional implications of their own feelings and thoughts Mgrs who maintain accurate self-awareness appear more effective to their superiors and subordinates Emotional Intelligence: Implications for Information Technology .A Sample of EI Research:  Penn State U. 192 subordinates.1999) looked at self- awareness component of EI and transformational leadership:      63 managers. 2006 9J . study (Sosik & Megerian.

etc.UNC CAUSE November. sales per employee.A Sample of EI Research But even before it was called EI…  Met Life study (Schulman. emotionally expressive. 2006 10J . 1990:  Study found store mgrs’ ability to manage feelings and stress directly related to net profits. Emotional Intelligence: Implications for Information Technology . 1988:  US Navy study found most effective leaders were warmer. 1995):  Salespeople who were optimists outsold pessimists by 57% over two year employment  Bachman. sales per sq ft. dramatic and sociable  Lusch & Serpkenci. more outgoing.

EI Research Specific to IT  Multi-Health Systems Inc. to get help solving problems.. 1999:    Tested EI of 104 information technology specialists (using BarOn EQ-i. but our initial research is showing that the high EQ IT professionals may be the real stars. and are generally better liked by others. some high. 2006 11J . They use their interpersonal skills to get more information. (MHS). programmers. some low) were slightly lower than other work groups (e.“ (Dr. EI scores (average score. network administrators. it has been believed that the cognitively smartest (highest IQ) make the best technical performers. HR. first scientific measure of EI) Sample included systems analysts. psychologist and President of MHS) Emotional Intelligence: Implications for Information Technology .g. Marketing) ―Traditionally. Steven Stein. systems analysts. technical support specialists.UNC CAUSE November.

people and communication Faculty development. it’s about relationships  EDUCAUSE Top 10 issues – Dewey & DeBlois.Why EI for IT? Because It’s not about technology. supporter. 2006      Security and ID management – how will the campus balance security and the tradition of open networking? Funding IT – interact with campus on achieving institutional goals through technology Administrative/ERP/information systems – what are user expectations and how will they be managed? Disaster Recovery/Business Continuity – key elements are technology.UNC CAUSE November. 2006 12B . or in-between? Emotional Intelligence: Implications for Information Technology . support and training – role of IT: driver.

.IT is about Relationships IT professionals are being called on now ―to be partners in addressing campus issues. . 2006 13B .UNC CAUSE November.‖ (EDUCAUSE Executive Team. not just campus IT issues. 2006) Emotional Intelligence: Implications for Information Technology . Our profession has evolved and our experience has deepened. It is time to engage in higher education’s grand challenges. .

UNC CAUSE November. When the developer presents a new lesson outline that features best practices in student interaction and group work. comfortable teaching in old way) How could EI help? Emotional Intelligence: Implications for Information Technology . 2006 14BJ . Why this reaction? (Fear of failure.EI Scenarios: Your Turn Scenario 1 An instructional developer has been working with a senior faculty member on adding “active learning” elements into some lesson plans and they have had several good conversations. uncertain of own ability. the faculty member rejects the plan and suggests the effort was a waste of time.

Why? (Anxiety over admitting he did know about spyware or anxiety that people would find out that he had been accessing inappropriate content.UNC CAUSE November.EI Scenarios: Your Turn Scenario 2 The help desk receives a call from a student asking for help in completing an assignment using technology. The student. rather than thanking the help desk. turns rude and calls the help lame. The student’s computer is loaded with spyware and the helpdesk suggests installing campus software to avoid this. ) How can EI help? Emotional Intelligence: Implications for Information Technology . 2006 15BJ .

EI Scenarios: Your Turn Scenario 3 The DBA needs the SYS/Ops folks to grant access to certain features on the server in order to complete an important project. Why (Loss of control. The Sys/ops folks say no problem but drag their feet in granting the access. job security)? How could EI help? Emotional Intelligence: Implications for Information Technology .UNC CAUSE November. 2006 16BJ .

EI Scenarios: Your Turn Scenario 4 A member of your staff does great work and always delivers on what the clients wants as opposed to another worker who has trouble meeting deadlines--but clients always ask for the second worker.UNC CAUSE November. Why? (Ability to be empathic. helpful. non-threatening) How could EI help? Emotional Intelligence: Implications for Information Technology . understanding. 2006 17BJ .

yet the customer service indexes never reflect excellent levels.EI Scenarios: Your Turn Scenario 5 You know your staff are great and work hard to support those they serve. 2006 18BJ . What’s going on? (focus on technology instead of relationships) How could EI help? Emotional Intelligence: Implications for Information Technology .UNC CAUSE November.

EI: Not without its critics  No "benchmark" to set itself against. Emotional Intelligence: Implications for Information Technology . 2006 19J .  Despite the critics. EI lacks similar objective benchmarks  Many psychologists believe if it’s an ―intelligence‖ like IQ. EI continues to get LOTS of attention from scholarly and professional communities. then it cannot be developed.  While IQ has established ranges (high to low) and tests designed to correlate as closely as possible with school grades.  Some critics say EI is ―old wine in new wineskins‖—a ―repackaging‖ of social intelligence.UNC CAUSE November.

UNC CAUSE November. 2006 . the author of the EQ-i and the person who coined the term "EQ" over twelve years ago 20J Emotional Intelligence: Implications for Information Technology .Closing Thoughts:  ―The measurement of emotional intelligence in the workplace is the first step towards improving it. By understanding the strengths and weaknesses of your teams. Reuven Bar-On.―  Dr. The truly intelligent human being is one who is not only ―cogtelligent‖ (cognitively intelligent) but also ―emtelligent‖ (emotionally intelligent). you can systematically work towards increasing the skills that count.

2006 21J .it is the unique intersection of both‖ (David Caruso) Emotional Intelligence: Implications for Information Technology . it is not the triumph of heart over head -.UNC CAUSE November.Closing Thoughts:  ―It is very important to understand that emotional intelligence is not the opposite of intelligence.

Emotional Intelligence: Implications for Information Technology . (1998) Working with Emotional Intelligence. & McKee. A. Boyatsis. Goleman. Groups. Primal Leadership: Learning to Lead with Emotional Intelligence. Jossey Bass.. D. D. Harvard Business School Press. C. D. R. 2006 22B . and Organizations. (2004). Inc. Leadership Solutions Press.eiconsortium. (1999). Feldman. (1995) Emotional Intelligence: Why It Can Matter More Than IQ.com/resources/default_ieitest. The Handbook of Emotionally Intelligent Leadership: Inspiring Others to Achieve Results.. The Emotionally Intelligent Workplace: How to Select For. www. New York: Bantam Books. Goleman. & Goleman. Cherniss.Good EI Resources        Goleman.org (LOTS of helpful info here!) http://ei.UNC CAUSE November. Measure. (2001). D.haygroup.htm (Fun ―mini‖ EI self-assessment tool on this site). New York: Bantam Books. and Improve Emotional Intelligence in Individuals. D.

UNC CAUSE November.edu) Emotional Intelligence: Implications for Information Technology . 2006 .wcu.edu) Robert Orr (orr@email.wcu. John Sherlock (sherlock@email.Questions? Emotional Intelligence: Implications for Information Technology Dr.