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Emotional Intelligence

For Managers
Workshop
Prepared and Presented by ;
Dr. Al Moez Ledin Allah Al Husseini

Before we start!!!
Lets Try Together
this

Intelligence Gauge

Exercise of the brain is as important as


exercise of the muscles. As we grow
older, it's important that we keep
mentally alert. The saying; "If you
don't use it, you will lose it," also
applies to the brain, so.....
Following is a way to gauge your loss or
non-loss of intelligence. Take the following
test and determine if you are losing it or are
still "with it."
OK, relax, clear your mind and... Lets begin.

1. What do you put in a


toaster?
Answer:
"bread."
If you said "toast," then you are wrong
my friend.

If you said, "Bread," go to Question 2.

2. Say Silk" five times. Now


spell Silk."
What do Cows drink?

Answer:
Cows drink water.
If you said "milk," you are
wrong ..a little stressed.
Milk

If you said "water," proceed to question 3

3. If a red house is made from red


bricks, and a blue house is made from
blue bricks, and a pink house is made
from pink bricks and a black house is
made from black bricks, what is a
green house made from??
Answer:
Greenhouses are made from glass. If you
said, "Green bricks, you are not
concentrating.
If you said "glass," then go on to Question 4.

4. Twenty years ago, a plane was flying at 20,000 feet over


Germany. If you recall, Germany at the time was politically divided
into West Germany and East Germany. There is an engine failure
and the plane crashes smack in the middle of "no man's land"
between East Germany and West Germany.

Where would you bury the survivors?


. . In East Germany or West Germany or in "no man's

land"?

Answer:
You don't, of course, bury survivors.
If you said, "You don't bury the survivors," proceed to question. 5

5. If the hour hand on a clock


moves 1/60 of a degree every
minute how many degrees will
the hour hand move in one hour?
Answer:
One degree. If you said, "360 degrees" or
anything other than "one degree," you are
to be congratulated on getting this far, but
you are obviously out of your league.
Everyone else proceed to the final question.

6. Without using a calculator -- You are driving a


bus from London to Milford Haven in Wales In London,
17 people get on the bus. In Reading, six people get off
the bus, and nine people get on. In Swindon, two
people get off and four get on. In Cardiff, 11 people get
off and 16 people get on. In Swansea, three people get
off and five people get on. In Carmarthen, six people
get off and three get on. You then arrive at Milford
Haven.

What was the name of the bus driver?

Answer: Don't you remember? It was YOU!!! You


were the bus driver!!!

What's Your EQ?


The Harvard School Of Business
Emotional Intelligence Test
(20 Minutes)

Please Complete the Test Paper Delivered to you and hand


back the completed Test to your Instructor .
Results will be discussed in tomorrows session

Lets Start our


Workshop

Effective Leaders
Emotional
Intelligence
Sets Apart
Good and
Effective
Leaders

What is Intelligence?
Typically focused on

analytic reasoning
verbal skills
spatial ability
attention
memory
judgement

Murky concept with


definitions by many
experts...

One Definition
Individuals differ from one
another in their ability to
understand complex ideas,
to adapt effectively to the
environment, to learn from
experience, to engage in
various forms of reasoning,
to overcome obstacles by
taking thought Concepts
of intelligence are attempts
to clarify and organize this
complex set of phenomena.
Neisser et al, 1996.

IQ
A weak predictor for
achievement
job performance success
overall success, wealth, & happiness

Accounts for a major component of


employment success according to
numbers of studies covering career
success; maybe as much as 20-25%.

How do we view emotions?


chaotic
haphazard
superfluous
incompatible with reason
disorganized
largely visceral
resulting from the lack of effective adjustment

How do we view emotions?


Arouse, sustain, direct activity
Part of the total economy of
living organisms
Not in opposition to intelligence
Themselves a higher order of intelligence
Emotional processing
may be an essential part
of rational decision making

To Get at
Emotion,
Go Deep...
Amygdala is
deep within the most elemental parts
of the brain.

The main purpose of the innermost


part of the brain is survival.

There is a
Biological Purpose for Emotion

Signaling function (that we might take


action)
Promote unique, stereotypical patterns
of physiological change
Provide strong impulse to take action

Basic Emotions--presumed to be hard


wired and physiologically distinctive
Joy
Surprise
Sadness
Anger
Disgust
Fear

Evolutionary Advantage to
Emotion
For example:
Fight or flight response
but can basic
emotions overwhelm
rational thinking?

Antnio Damsio,

The Father Of Emotional Intellignce


Antnio Damsio, is a Portuguese
behavioral neurologist and neuroscientist working
in the United States. His career at Iowa lasted
from 1976-2008. Besides being a well-known
researcher in several areas of the neurology, he is
a best-selling author of books which describe
Emotional Intellignce. .
As a researcher, Dr. Damsio's main interest is
the neurobiology of the mind, especially neural
systems which subserve memory, language,
emotion, and decision-making.
His research has helped to elucidate the neural
basis for the emotions and has shown that
emotions play a central role in social cognition

Neurobiology of Rationality
Damasios work shows
how neurobiology can
help us understand the
role of emotion in
thinking. We constantly
learn more about this
important area.
Work like his underlies
the concepts of
emotional intelligence.

There are less obvious


advantages to
emotional experience.
Emotion is emerging
as an essential
contributor to rational
decision making.

The 5 Components
of EI

1.
2.
3.

Emotional Self-Awareness
Managing ones own emotions
Using emotions to maximize
intellectual processing
and decision-making
4. Developing empathy
5. The art of social relationships
(managing emotions in others)

Why we Need EI..?


Emotional Intelligence is very important for
managers as it is one of the important
deciding factor for relationship
management resulting in :
1.
2.
3.
4.

Motivation,
Retention ,
Self management
Managing others.

Emotional Intelligence
Emotional Intelligence is
the ability of an individual
to :
To deal successfully with other
people ,
To manage ones self,
To motivate other people,
To understand one's own
feelings
To appropriately respond to
the everyday environment

Emotional Intelligence
In Working with Emotional
Intelligence, author Daniel
Goleman defines EI in the
workplace as the ability of
employees to recognize:
Their own feelings
The feelings of others
What motivates them
How to manage their emotions,
both in themselves and in
relationships with others

Emotional Intelligence
Emotional Intelligence doesn't mean
being soft it means being intelligent
about emotions a different way of
being smart.
Emotional intelligence is your ability to
acquire and apply knowledge from your
emotions and the emotions of others in
order to be more successful and lead a
more fulfilling life and career.

Need
When Managers
Fail, It is Usually
Due To Poor
Emotional
Intelligence
by Freda Turner

Bosses and leaders, in particular, need high EQ because they


represent the organization to the public, they interact with
the highest number of people within and outside the
organization and they set the tone for employee morale, says
Goleman

Traits of Successful Leaders


Courage

Traits
Traits

Passion

Empathy

Commitment
Commitment

Honesty
Honesty

Innovation
Innovation

Maturity
Maturity

Achievement
Achievement
drive
drive

A bad leader
Does not listen
Fails to delegate
Does not show respect
Shows no interest in followers
Gives negative feedback to a third party
Does not praise when praise is due
Criticizes in front of others
Takes personal credit for others ideas
Is always taking control
Has a tendency to bully!

The Five Ps of Leadersh


Pay attention to whats important
Praise what you want to continue
Punish what you want to stop
Pay for the results you want
Promote those people who deliver
those results

Leaders with empathy are able to understand their


employees needs and provide them with constructive
feedback, he says

CHARISMA
The process of influencing major changes in
the attitudes and assumptions of organization
members, and building commitment for the
organizations objectives
The special quality that gives someone power
and authority over a large number of people

Model of Personal Meaning and


Charismatic Leadership
Leader
Personal
Meaning
Leader
Behavior

Attributions of
Charismatic
Leadership

Personal Meaning
The degree to which
peoples lives make
emotional sense and
that the demands
confronted by them are
perceived as being
worthy of energy and
commitment.

Sources of
Personal Meaning
Self-concept/identity
Legacy
Beliefs
Culture and traditions
Political/social
orientation
Spirituality and
religion
Hobbies/personal
pursuits
Values/ideals

Charisma and Unconventional


Behavior
To transcend the
existing order
Evoke sentiments of
adoration
Exemplifies heroism,
personal risk, & selfsacrifice
Counter to the norm

Effects of
Charismatic Leadership
Trust in rightness of vision
Similarity of followers & leaders beliefs &
values
Heightened sense of self-confidence
Acceptance of higher or challenging goals
Identification with & emulation of leader
Unconditional acceptance of leader
Strong affection for leader

Visionary

Self
Promoting

Empowers
Others

Verbal
Skills

Self
Confidence
Moral
Conviction

Charismatic
Charismatic
Leader
Leader
Characteristics
Characteristics
Minimum
Internal
Conflict

Relational
Power
Base

Inspires
Trust

High Risk
Orientation

High Energy
Action
Orientation

VISION
The ability to
imagine different and
better conditions and
ways to achieve
them
Future orientation
See the difference in
how things are and
how they should be

COMMUNICATIONS SKILLS
Great rhetorical skills

Especially oral
Can speak about the
vision and make the
followers see it
Think of MLK,Jrs I
Have A Dream speech
Hitler captivated
people, even those
who spoke no German

Writing, while
important, is not as
powerful

Winston Churchill used


both masterfully

SELF CONFIDENCE & MORAL


CONVICTION
Unshakable self confidence
Passed on to followers

True faith in the cause


Strong moral beliefs
Willingness to sacrifice
Self & followers

TRUST
Followers have total trust and belief in the
leader and the cause
Show commitment to followers, who return
it

ACCEPT RISK
Willing to be at great personal risk
Professionally
Physically

Willing to risk the followers


Use unconventional (risky) strategies &
methods to achieve goals

ABILITY TO MINIMIZE
INTERNAL CONFLICT
Through strength of belief
With referent power
Due to follower belief in the leader and the
cause

WILLINGNESS & ABILITY TO


EMPOWER
Know they need the efforts & ideas of
others
Let the subordinate leaders do those
things they are able to do
Often take credit for followers ideas and
efforts

SELF-PROMOTING
Beat their own drums
Campaign for the cause
Explain their vision to all who will listen or
read

CAN CHARISMA BE
DEVELOPED?
Evidence seems to indicate that it can
It may be that individuals who develop
charisma have the undeveloped
characteristics which practice brings to the
forefront

4 Strategies to Develop
Charismatic Qualities
Develop
Develop visionary
visionary skills
skills
Practice
Practice being
being candid
candid
Develop
Develop warm,
warm, positive,
positive,
humanistic
humanistic attitude
attitude
Develop
Develop an
an enthusiastic,
enthusiastic,
optimistic,
optimistic, energetic
energetic personality
personality

Why Emotional Intelligence


is necessary for managers

Helps managers handle


adversity & setback

Teaches managers cope


when change &
uncertainty hits
organization or their
personal lives.

Why Emotional Intelligence is


necessary for managers

Help them manage effective


relationship.

Help them being focused


and stay on track by
remembering purpose &
vision.

EQ & Managers
Emotional Intelligence is very important for
managers as their behavior & treatment of
their people determine turnover and retention
of the company.
Managers & supervisors are the direct line of
contact for the employees. They interact daily
with individuals who have distinct needs, wants
& expectations.
They significantly influence the attitudes,
performance & satisfaction of employees
within their departments & other departments.

EQ is very important for


managers as they are the direct
line of contact & their behavior
& treatment determines
retention & turnover

EQ & Managers
The stress of trying to
lead and satisfy so many
people's changing needs
and expectations can be
overwhelming, to say
nothing of the demands
from upper management.
Being both firm and
caring at the same time
causes many to feel
inadequate for the role..

85 % percent of
turnover is reportedly
due to an inadequate
relationship between
the employee and their
direct supervisor

When trust is lacking performance suffers

EQ & Managers

Enhancing EI skills enables Supervisors and Managers to regulate their


emotions and motivate themselves more effectively allowing them to
manage their own emotional turmoil effectively and demonstrate
compassion and empathy for their employees.
employees

IT also provides them with the


courage to push against the system to
make necessary changes for their
people.

All employees want a


supportive, caring
Supervisor or Manager
who has their best
interests at heart

EQ & Managers
Knowing this, the
employee will be
more likely to
turndown offers
from other
companies to work
for such a person.

Upon graduating from college,


Debra believed that if she worked
hard, she would achieve her
career success goals
Example to illustrate how EQ
can positively or negatively
impact one's career and the
organization:

She racked up a list of


accomplishments

However, just two


years into her career
she was fired.

Example to illustrate how EQ can positively or


negatively impact one's career and the organization:
Debra Benton reports in her
book, Lions Don't Need to
Roar, "I was stunned ...
college courses had not
addressed the importance of
people skills or being a team
player. That lack of knowledge
cost me my job." She thought
work was all about producing
results. While working with an
outplacement firm, Debra met
other high producers who had
lost their jobs for the same
reason.
That lack of people management
cost her job

The number one-factor that sets


high-powered professionals apart
from the pack is a high level of
emotional intelligence,
compassion and energy to
function in a team environment

Debra soon learned that


shooting stars have a
short life cycle if they are
unable to relate to and
understand others.

An Example of EQ

Suppose that the morning of a big presentation you


have a fight with any of your family member. Not a
big argumentmaybe just one of those unnerving
spats about who forgot to pick up the dry cleaning
so your morning doesnt get off on the right foot.
Then you car is punctured upping your stress level a
bit more. When you arrive at work, theres a problem
with the elevators, causing more delay. Arriving at
the conference room for your presentation, you find
that the sound system doesnt work and the caterer
hasnt shown up with refreshments. Your junior
associatewho was supposed to call the caterer
bears the brunt of your anger that has been building
since you left the house.

Types of EQ

Working with people means


working with Emotions
When people are working at a
common place , emotions will
play a role. theories to the
contrary notwithstanding.
Dont bring your personal
problems to work is one
variation of the argument that
emotions are inappropriate in
the workplace. Business
decisions, so the argument
goes, should be based on
information, logic and calm
cool reason, with emotions
kept to a minimum.

Managing Emotions at
Workplace
But it is unrealistic to suppose that
emotions can be checked at the door
when you arrive at work. Some
people may assume, for a variety of
reasons, that emotional neutrality is
an ideal, and try to keep feelings out
of sight. Such people work and
relate in a certain way: usually they
come across as rigid, detached or
fearful, and fail to participate fully
in the life of the workplace. This is
not necessarily bad in some
situations, but it is usually not good
for an organization for such people
to move into management roles. The
same would be true for people who
emote excessively, who tell you how
they feel about everything. Simply
being around them can be
exhausting.

Developing EI in the
workplace
Developing emotional
intelligence in the workplace
means acknowledging that
emotions are always present,
and doing something
intelligent with them. People
vary enormously in the skill
with which they use their
own emotions and react to
the emotions of othersand
that can make the difference
between a good manager and
a bad one.

Its not overly egalitarian to


suggest that most professionals,
managers and executives are
fairly smart people (of course
there can be glaring exceptions),
but there can be a huge
difference in how well they
handle people. That is, the
department manager may be a
genius in technical, product or
service knowledgeand get
failing marks in terms of people
skills.

Importance of Emotional
Intelligence
People derail because of classic
emotional failings, not the lack
of technical skills Developing
emotional intelligence can help
companies generate productive
& profitable outcome. The
manager who knows how to stay
motivated under stress ,
motivate others, navigate
complex interpersonal
relationships, inspire others
and build teams who is an
unchallenged expert on a
product or service will get
superior results

Components of Emotional
Intelligence
There are five parts to it.
1. Knowing what you're feeling
2. Managing your feelings, especially
distressing feelings.
3. Self-motivation,
4. Empathy
5. Managing relationships

Probabilities of not having an Good


Emotional Intelligence and their
consequences
While people have shown they can produce
better results at workplace, many of us lack
emotional intelligence. We simply dont know
how to perceive, understand, express and
manage our emotions effectively. There are
adverse consequences to have low emotional
intelligence.
These includes:1.
Relationship Problems
2.
Rage in the Workplace
3.
Poor decision making capability
4.
failure to advance in career

Relationship Problems Rage in the workplace

Poor decision making capability

Failure to advance in career

Emotional Intelligence
Important Factors

1.Motivation,
2.Retention ,
3.Self management
4.Managing others.

Motivating Employees
The greatest motivation comes from a

persons belief system


Motivation is like a fire- unless you keep
adding fuel to it, it dies. But ,if the source
of motivation is belief in inner values, it
becomes long lasting
Experience shows that People will do a
lot for money, more for a good leader and
do most for a belief
People do things for their own reasons,
not yours

Once upon a time there


was a bunch of baby
frogs........

participating in a
competition.
The target was to get
to the top of a high
tower.

A crowd of people had gathered


to observe the race and
encourage the participants.....

The start shot rang out.......

Quite honestly:
None of the onlookers believed that the baby
frogs could actually accomplish getting to the
top of the tower.
Words like:
"h, its too difficult!!!
Theyll never reach the top."
or:
"Not a chance... the tower is too high!"

One by one some of the baby frogs fell


off
...Except those who fastly climbed
higher and higher..

The crowd kept on yelling:


"Its too difficult. Nobody is going to make it!"

More baby frogs became tired and gave


up...
...But one kept going higher and higher.....
He was not about giving up!
At the end everybody had given up,

except the one determined to


reach the top!

All the other participants


naturally wanted to know how he
had managed to do what none of
them others had been able to do!

One competitor asked the winner, what


was his secret?

The truth was.......


The winner was deaf!!!!

The lesson to be learned:

Dont ever listen to people who are


negative and pessimistic...

they will deprive you of your


loveliest dreams and wishes you
carry in your heart !
Always be aware of the power of words, as everything
you hear and will interfere with your actions!

Therefore:

Always stay

POSITIVE!

And most of all:


Turn a deaf ear when people tell you, that you
cannot achieve your dreams!

The Magic of
EMPLOYEE
RETENTION and EI

Growth Opportunities
Growth is everyones prime objective.

Therefore it is implicit to offer growth


opportunities.
The vital factor that ensures a majority of
senior level employees remain associated
with your organization. This is more crucial
in an industry like BPO, which has the
highest churn rate because of the
prolonged boom in the industry.

Attractive Package
Remuneration package is the driving force

of any employment.
Handsome package as a platform for
people to take new initiatives.
Besides basic package, there can also be
performance-based incentives-relating to
targets achieved, accuracy and
productivity.

Personnel Training
An organization should also take due care

of the training and development needs of


its employees.
Besides helping them improve their skills
and enhance their performance, it should
also foster a faster growth rate in their
career path.

Recreation
Recreation is an important as any other tool. It

helps in creating a conducive environment


making fun for everyone.
Thus, it is necessary to introduce consistent
recreation initiatives like Sports, Activities, family
get together and unwinding zones at the
workplaces
Besides this, cultural programmers and Birthday
celebrations break the monotony of everyday
work pressure.

The Grievances
In order to create a supportive work atmosphere,

ensure a prompt atmosphere, ensure a prompt


redressed of grievances. This reinforces an
employees belief in the management and in the
fact, that no stone will be left unturned to identify
and solve their grievances and quickly as
possible.
Coned..2page

The Grievances
The unbridled growth of the new economy, the

emergences of the knowledge worker and the high


demand for talent in the domestic and global markets
have rewritten the rules of the game.
Though hiring good employees is a nightmare, it is more
difficult to retaining good employees. The talent
management is the key area in every organization worth
its HR department and CEOs are more worried about
intellectual capital than working capital. To add to the
problems are the huge packages being doled out at all
levels.

Emotional Intelligence - the five


domains Of Self Management
Goleman identified the five 'domains' of
EQ as:
Knowing your emotions.
Managing your own emotions.
Motivating yourself.
Recognizing and understanding other
people's emotions.
Managing relationships, i.e.., managing
the emotions of others

SELF-AWARENESS
High self-awareness refers to having an
accurate understanding of how you behave,
how other people perceive you, recognizing
how you respond to others, being sensitive
to your attitudes, feelings, emotions, intents
and general communication style at any
given moment and being able to accurately
disclose this awareness to others.

SKILL INDICATORS
Know when you are thinking negatively
Know when your self-talk is helpful
Know when you are becoming angry
Know how you are interpreting events
Know what senses you are currently using
Know how to communicate accurately
what you experience
Know the moments your mood shifts
Know when you are becoming defensive
Know the impact your behavior has on
others

SKILLS ASSESSMENT
Do you recognize your feelings and
emotions as they happen?
Are you aware of how others perceive
you?
How do you act when you are defensive?
Are you aware of how you speak to
yourself?

SELF MANAGEMENT and


AWARENESS
Emotional awareness
Accurate self-assessment
Self-confidence
SELF - REGULATION
Self-control:
Trustworthiness
Conscientiousness:
Adaptability
Innovativeness
SELF - MOTIVATION
Achievement drive:
Commitment:
Initiative
Optimism:

SELF MANAGEMENT and AWARENESS


Emotional awareness: Recognizing ones emotions and their effects. People
with this competence:
Know which emotions they are feeling and why
Realize the links between their feelings and what they think, do, and say
Recognize how their feelings affect their performance
Have a guiding awareness of their values and goals
Accurate self-assessment: Knowing ones strengths and limits. People with
this competence are:
Aware of their strengths and weaknesses
Reflective, learning from experience
Open to candid feedback, new perspectives, continuous learning, and self
development
Able to show a sense of humor and perspective about themselves
Self-confidence: Sureness about one.s self-worth and capabilities. People
with this competence:
Present themselves with self-assurance; have .presence.
Can voice views that are unpopular and go out on a limb for what is right
Are decisive, able to make sound decisions despite uncertainties and
pressures

SELF - REGULATION
Self-control: Managing disruptive emotions and impulses. People with this
competence:
Manage their impulsive feelings and distressing emotions well
Stay composed, positive, and unflappable even in trying moments
Think clearly and stay focused under pressure
Trustworthiness: Maintaining standards of honesty and integrity. People
with this competence:
Act ethically and are above reproach
Build trust through their reliability and authenticity
Admit their own mistakes and confront unethical actions in others
Take tough, principled stands even if they are unpopular
Conscientiousness: Taking responsibility for personal performance.
People with this competence:
Meet commitments and keep promises
Hold themselves accountable for meeting their objectives
Are organized and careful in their work

SELF REGULATION (Cont)


Adaptability: Flexibility in handling change. People
with this competence:
Smoothly handle multiple demands, shifting
priorities, and rapid change
Adapt their responses and tactics to fit fluid
circumstances
Are flexible in how they see events
Innovativeness: Being comfortable with and open to
novel ideas and new information.
People with this competence:
Seek out fresh ideas from a wide variety of
sources
Entertain original solutions to problems
Generate new ideas
Take fresh perspectives and risks in their thinking

SELF - MOTIVATION
Achievement drive: Striving to improve or meet a standard of excellence.
People with this competence:
Are results-oriented, with a high drive to meet their objectives and standards
Set challenging goals and take calculated risks
Pursue information to reduce uncertainty and find ways to do better
Learn how to improve their performance
Commitment: Aligning with the goals of the group or organization. People
with thiscompetence:
Readily make personal or group sacrifices to meet a larger organizational
goal
Find a sense of purpose in the larger mission
Use the group.s core values in making decisions and clarifying choices
Actively seek out opportunities to fulfill the group.s mission

Managing Others
Management Skills For
Everyone

Personal Management
Skills
Management: to be in command or to have under control.
Steps for great self-esteem:
Take responsibility
Watch your negative self talk
Dont allow others negativity
to affect you
Commit to building your selfesteem daily
Have an optimistic attitude

Examples of Self Talk


Negative Self Talk:
Im so stupid
sometimes!
I look awful today!
I just keep getting
fatter and fatter!
Im always broke!
Why do these things
always happen to me?

Positive Self Talk:


I am capable!
I have many wonderful
qualities!
I love myself just the way I
am!
I believe in my ability to
succeed!
I deserve the respect of
others!

Setting Goals is
SMART
!
Goal In Goal-Setting:
Specific
Measurable
Achievable
Reviewed/revised
often

Time specific

Assertive
LearningSkills
to say NO:
Behavior

5 Major time wasters:

1. Spreading yourself
too thin
2. Being Afraid
3. Not wanting to say
no
4. Being tied to the
phone
5. Procrastinating

1. Acknowledge the request


2. Decline
3. State reason
4. Offer alternative

solutions

Team/Office
Politics
Power, know who has it
Opportunity to align

yourself
Learn to keep on top of
things
Identify with a mentor
Track your success skills
Involve yourself in other
activities
Communicate effectively
and know how to handle
conflict
Separate yourself as a star

Dealing With Difficult


People
Sherman Tanks- directors gone
bad, they like to bully/threaten
Snipers- Passives, socializers, take
shots at you
Exploders- Socializers, blow up
then are embarrassed
Complainers- any type! Complain
over and over
Gossipers- any type! Like to spread
rumors

Ways To Handle
Difficult People
1. Tolerate it without
2.
3.
4.

resentment
Tolerate with resentment
Leave the situation
Protest.
+ = + If they are nice be
nice
- = + Give jerks the
benefit of the doubt

Career Killers

Lack of direction or goals


Having no Emotional
Intelligence
Not using Emotional
Intelligence
Refusing to be a team player
Behaving passively or
aggressively
Negative work habits
Attitude of indifference
Expecting others to look out
for you

Ending On A
Positive Note
The power of a smile:
Sets a positive tone
Gives you an air of
confidence
Energizes you
Reduces tension
Improves tonality
Makes you look younger
Helps you build the
reputation as an
achiever

MANAGING
PEOPLE WITH
EI

MANAGING PEOPLE : some principles


CONSISTENCY IN DEALINGS, APPROACH
DEMONSTRATE FAIRNESSE EMOTIONAL
INTELLIGENCE
EXHIBIT LEADERSHIP QUALITIES
PLAN<SET GOALS AND STRATEGY
EXUDE CONFIDENCE IN HIMSELF, TEAM
CLARITY IN COMMUNICATION
SET EXAMPLE
AUTHENTIC & DIRECT
SELF-RESPECT
LEARN FROM FAILURE

Key Aspects of the Management Process

The Four Management Functions

Planning

Leading

Organizin
g
Controlling

Mintzberg's 10
Managerial
Roles

Strategic Skills
Environmental
assessment scanning
Strategy formulation
Mapping strategic
intent and defining
mission
Strategy
implementation
Human resources
knowledge

Task Skills
Setting and prioritizing
objectives
Developing plan of
action and
implementation
Responding in a flexible
manner
Creating value
Working through the
organizational structure
Allocating human
resources
Managing time
efficiently

(continued)

People Skills
Delegating
Influencing
Motivating
Handling conflict
Win-win negotiating
Networking
Communicating
Verbal
Nonverbal

Listening
Cross-cultural
management
Heterogeneous teamwork

Self-Awareness Skills
Personal adaptability
Understanding personal
biases
Internal locus of control

Working Environments
The physical workplace provision has an important
effect on individual productivity and satisfaction
Comfort;
Privacy;
Facilities.

Health and safety considerations must be taken


into account
Lighting;
Heating;
Furniture.

How EQ succeeds IQ
Emotional Intelligence explains why inspire
of equal intellectual capacity, educational
background, training or experience some
people excel while others of same caliber
and high educational degree lag behind.
Emotional Intelligence is the dimension of
intelligence responsible for our ability to
manage ourselves and our relationship with
others.

EQ versus IQ

Intelligence quotient
or IQ

An intelligence quotient or IQ is a score


derived from one of several different
standardized tests attempting to measure
intelligence. The term "IQ," is a translation of the
German Intelligenz-Quotient,
IQ scores are used in many contexts: as
predictors of educational achievement or special
needs, by social scientists who study the
distribution of IQ scores in populations and the
relationships between IQ score and other
variables, and as predictors of job performance
and income.

Emotional Intelligence
(quotient) or EQ
Emotional Intelligence is a way of
recognizing, understanding, and choosing
how we think, feel, and act. It shapes our
interactions with others and our
understanding of ourselves. It defines how
and what we learn; it allows us to set
priorities; it determines the majority of our
daily actions. Research suggests it is
responsible for as much as 80% of the
"success" in our lives."

EQ versus IQ
In the business world so much of emphasis has
been placed on intellect. Intellect has proven
invaluable to drive our success in business.
Process and procedures based on
analysis,logic,strategies are critically important
However to get the higher level of competence in
business we must blend the progress that we
have made in using intellect & IQ with the
invaluable competencies of EQ.

Why EQ???
EQ is the distinguishing factor that determines if
we make lemonade when life hands us lemons or
spend our life stuck in bitterness.
EQ is the distinguishing factor that help us to
maintain a warm relationship or a distant
contacts.
EQ is the distinguishing factor which draws
others to us or repels them.
EQ is the distinguishing factor which enable us to
work in coordination with others or to create a
disputed situation.
EQ is the distinguishing factor which enables to
win the heart of people or to win the situation by
argument.

Why EQ

EQ is the distinguishing factor


that determines if we make
lemonade when life hands us
lemons or spend our life stuck in
bitterness

EQ is the distinguishing factor


that help us to maintain a warm
relationship or a distant
contacts.

EQ is the distinguishing factor


which draws others to us or
repels them.

EQ is the distinguishing factor which enable


us to work in coordination with others or to
create a disputed situation

EQ is the distinguishing factor which enables to


win the heart of people or to win the situation by
argument

Benefits of EQ
The competencies & gift that EQ gives us are many. Included
are skills that drive our internal world as well as our response
to the external one.
Some examples includes
personal motivation,
personal mastery over our lifes purpose & intention
empathy for others
social expertise that allow us to network and develop
relationships that enhance our purpose
character & integrity that enable us to appear genuine and
aligned;
a tenacity to face and resolve both internal and external
conflict
personal influence that enable us to advance our purpose.

Benefits of EQ

Personal Motivation

Personal mastery over our


lifes purpose & intention

Empathy

Social expertise that allow


us to network and develop
relationships that enhance
our purpose

Character & integrity


that enable us to
appear genuine and
aligned

A tenacity to face and resolve


both internal and external
conflict

Personal influence that enable


us to advance our purpose.

Use of EQ at Workplace
It is EQ that will solve our
retention & morale problems
improve our creativity
create synergy from teamwork
speed our information by way of sophisticated people
networks
drive our purpose
and ignite the best and most inspired performance from
our followers.

It is EQ that will solve our


retention & morale problems

Improve our creativity

Create synergy from


teamwork

Speed our information by way of


sophisticated people networks

Why use EQ in the workplace


The workplace & workplace
culture is changing. Today the
emphasis is more on people
focused style of leadership.
Today employees are motivated
by the relationship they have in
their workplace & EI seems like
a logical framework to help build
these relationships. Emotions
influence all aspect of our lives.
Its impossible to separate them
from work. They play a large
role in how others perceive us
through our tone of voice, facial
expressions and body language.

EQ in the Workplace
It is really very sad that after so much research
on the benefits of Emotional Intelligence, too
many managers and leaders continue to ignore
the facts. They're stuck in their old patterns of
intimidation and coercion, demoralizing
employees and creating attitudes of grudging
compliance. The point to remember is
Emotional Intelligence is learnable. All that
needs to happen is for managers and leaders to
see the benefit of doing so.

Application of EQ in the
Workplace
EI is increasingly being applied to organizational
level initiatives such as workforce planning,
performance management, strategic and cultural
change as well as the recruitment process.
According to Jim Hunter, CEO at Genos, issues of
employee retention and employer of choice are
front of mind in many corporations. EI is being
seen as an excellent medium to enhance the
environment, culture, leadership and team
dynamic within an organization.

Managing Conflict
in the Workplace Using
Emotional Intelligence

Why Conflict Arises


Type A Personality

Vs.

Type B Personality

Type A Personality
Highly Competitive
Strong Personality
Restless when inactive
Seeks Promotion
Punctual
Thrives on deadlines
Multi jobs at once

Type B Personality
Works methodically
Rarely competitive
Enjoys leisure time
Does not anger easily
Does job well but
doesnt need
recognition
Easy-going

Aggressive People
Body language
Stiff and straight
Points, bangs tables to emphasize points
Folds arms across body

Verbal language
I want you to
You must
Do what I tell you!
Youre stupid!

Aggressive people
are basically
insecure.. Try to
avoid them.

Submissive people
Body Language
Avoids eye contact
Stooped posture
Speaks quietly
Fidgets

Verbal Language
Im sorry
Its all my fault
Oh dear

Submissive people
have a great sense
of inferiority

Assertive People
Body language
Stands straight
Appears composed
Smiles
Maintains eye contact

Verbal language
Lets
How shall we do this?
I think What do you think?
I would like

Types of Conflict
Within an individual
Between two individuals
Within a team of individuals
Between two or more teams within an
organization

Causes of conflict
Conflict of aims- different goals
Conflict of ideas- different
interpretations
Conflict of attitudes - different
opinions
Conflict of behavior- different
behaviors are unacceptable

Stages of Conflict
Conflict arises
Positions are stated and hardened
Actions, putting into action their
chosen plan
Resolution???

Preventing Conflict
Assess positive and negative
personality traits of people involved
Determine personality type
Aggressive
Submissive
Assertive

Assess if people are introvert or


extroverts...

Preventing Conflict
Review past conflicts
Assess communication skills of those
involved
Read body language of participants

Preventing Conflict
Try to reduce conflict
Realize that communication is colored by
personal experience, beliefs, fear,
prejudices
Try to be neutral
Plan the timing and place of the
conversation
Realize that outside stress may add to
confrontation
Eliminate/reduce external interruptions

Preventing Conflict

Manage the language used


Neutral vs. loaded words
Reduce technical language
Allow for cultural differences in language
Words may have different meanings for
different peopleask them to elaborate

Aids to Communication
Listen Actively
Relax
Observe body
language
Develop interest in
others interests
Ask for clarification
Plan what you are
going to say

Tailor words to
person
Determine the best
timing
Determine the best
place
Why is the
conversation
necessary

Personalities who cause conflict


Aggressor
Passive
Absentee
Error prone
Negative attitude
Chatterbox
Do nothing

Personalities who cause conflict


Unreliable
Time waster
Resentful person

WACem method
Whats bothering you?

A -What do you want to Ask the


person to do?

Check in to see if what youve asked


for can happen

EI is being seen as an excellent


medium to enhance the
environment, culture, leadership
and team dynamic within an
organization.

Quote

You can buy peoples time; you can


buy their physical presence at a
given place; you can even buy a
measured number of muscular
motions per hour. But you cannot
buy enthusiasmyou cannot buy
loyaltyyou cannot buy the devotion
of their hearts. This you must earn."

Emotional Ambivalence fuels


organizational success
Creativity Innovation & Emotional
Intelligence :People who are emotionally ambivalent
simultaneously feeling positive and
negative emotions tend to be more
creative in the workplace than those who
feel just happy or sad, or lack emotion at
all, according to a new study.

The task of the leader is to get his


people from where they are towhere
they have not been.
- Henry Kissinger

Leaders in Emotional Intelligence

Solid ,pure human


relations and support are
the key to any success
Talal Abu Ghazaleh

First they ignore you,


then they laugh at you,
then they fight you,
then you win
Mohandas Gandhi

Success is a lousy teacher. It


seduces smart people into
thinking they can't lose . Bill
Gates
Personality is reduced and deformed
with depleted thoughts and stagnant
mind.

King Hussein

I have found that being


honest is the best
technique I can use.
Coming together is a
beginning; keeping togetherRight up front, tell people
what you're trying to
is progress; working
accomplish and what
together is success.
you're doing... Lee
Henry Ford
Iacocca

You achieve
your goals with
a smile or a
laugh. .

In times of rapid change,


experience could be your
worst enemy.

J. Paul Getty

The 3 Leaders Roles in EI


1 - Sell the VISION

2- Achieve it through the TEAM

3- Maintain Effective RELATIONSHIPS

The 7 Requirements for


Leadership Behavior
1- Shows Enthusiasm
2- Supports Other People
Become Genuinely interested in
other people - Dale Carnegie
3- Recognize individual efforts
Give honest, sincere
appreciation , Dale Carnegie

The 7 Requirements for


Leadership Behavior
4- Listen to individuals ideas and
problems.
Be a good listener. Encourage others to
talk about them selves , Dale Carnegie
Ignoring,

Pretending,

Selective,

Empathetic

The 7 Requirements for


Leadership Behavior
5- Provide direction
Ask questions instead of giving orders,
Dale Carnegie
6- Encourage.
Let the other person feels the idea is his
or her Dale Carnegie
Use encouragement. Make the fault
seem easy to correct Dale Carnegie

The 7 Requirements for


Leadership Behavior
7- Develop other people.
LEADERS create LEADERS

The 3 Leaders Tools


Delegation
Coaching
Empowerment

Inspired to become a leader


START NOW
1.Have a dream .VISION
2.GAP analysis .SELF AWARNESS
3.Plan ..SMART
4.Act .. ENTHUSIASM
5.Evaluate .. RECHARGE YOUR BATTERIES

Emotional Intelligence
Management Competencies
Without emotional intelligence management
competencies , the executive or manager is more
likely to derail.
With these emotional intelligence management
competencies, managers and executives are
more likely to receive performance based
bonuses, higher salaries overall, and experience
greater job security.

Heres why these eight emotional


intelligence management competencies
qualities are so important now
Self-awareness and accurate
self-assessment:
Without self-awareness and
accurate self-assessment,
executives and managers will
be too quick to get irritated
with others, will create
problems in their work
relationships and in their
personal relationships, will
come across as abrasive,
wont be able to admit
mistakes or accept useful,
realistic criticism, and wont
have a realistic awareness of
their strengths or limitations.

Initiative

Executives and managers who


are rather low in initiative ill be
responding to events, rather than
being proactive, thereby finding
themselves in continual crisis
mode. Plus when leaders arent
utilizing initiative, they may fail to
seize strategic opportunities,
either because they havent
started their analysis and planning
process early enough or because
they may resist taking even well
calculated risks.

Sound decision-making
If a manager or executive is
low in their ability to make
sound decisions this will only
be accentuated in a period of
great uncertainty and
turbulence. Executives low in
this area may spend more
time than they can afford to in
analysis, may not
demonstrate the courage to
make choices, may avoid
taking responsibility, and may
lack the commitment to
execute a decision fully.

Empathy
When managers and executives
dont demonstrate enough
empathy in times of uncertainty or
crisis, they will likely be seen as
indifferent, uncaring and inauthentic all of which will make
employees be less cooperative
and less communicative. The
manager may be left feeling
misunderstood, and will have
difficulty reading their
employees

Communication
Managers and executives will be
hampered to an extraordinary
degree if they dont use adequate
communication skills during
turbulent times. By not
communicating well enough
managers will tend to avoid
getting into dialogue about
important issues, will often only
communicate good news and will
tend to try to hide bad news
hurting trust, and will have great
difficulty in managing
complicated issues. In addition,
they will appear unavailable and
uncaring to others, which will
hurt teamwork and cooperation.

Influence
When executives and managers
are low in the management
competency of influence they will
fail to leave the right impression,
will tend to alienate others rather
than getting support, may end up
working too independently and
even against the group, and will
have difficulty motivating the
group quickly enough to address
the eminent challenge

Adaptability
Without ramping up the ability to be
more adaptable in a time of
turbulence and uncertainty many
executives and managers will tend to
respond negatively to new, changing
situations. In addition, they may
show emotional strain to others
when they have to shift priorities;
tend to express, or simmer with,
frustration with change even if it is
for a positive purpose; will have
difficulty adapting their responses
and tactics to fit the emerging
circumstances; and ultimately will
often be hesitant in taking on new
challenges.

Self-management
When managers or
executives have low selfmanagement they tend to
react impulsively in
stressful situations,
possibly get overly
stressed, angry or upset
when facing rapidly
changing situations or
conflict at work; and
sometimes respond to
problems in a no
constructive manner
which often causes
unwanted consequences.

Advice on Using

Emotional Intelligence
in Your Life

Do not undermine
your worth by
comparing yourself
with others.
It is because we are
different that each
of us is special.
Do not set your goals
by what other people
deem important.
Only you know what
is best for you.

Do not let your life


slip through your
fingers by living in
the past nor for the
future.
By living your life
one day at a time,
Do
give
up when
younot
live
all the
days
you
still have
of your
life.
something to give.
Nothing is really
over until the
moment you stop
trying.
It is a fragile thread
that binds us to

Do not be afraid to
encounter risks. It is
by taking chances
shut
thatDo
we not
learn
how to
lovebe
out
of your
brave.

life by saying it
is impossible to
find. The
quickest way to
receive love is
to give love;
the fastest way
to lose love is
to hold it too

your
dreams.
To be
without
dreams is
to be
without
hope; to
be
without
hope is to
be
without

Do not run through life so


fast that you forget not only
where you have been, but
also where you are going.

Life is not a race, but a journey to


be savored

Just do it!
Many of lifes failures are people who did not
realize how close they were to success when
they gave up.
T. Edison

Conclusion
Thus in today's scenario its very
important for any manager or
executive to learn this skill of
Emotional Intelligence
We all can be emotionally intelligent
by practicing it as it is a very much
trainable skill.
Lets learn it and use it for
organizational as well as for our
personal success.