Excellence

Through

Emotional Intelligence
1

Excellence
Through

Emotional Intelligence
2

Privilege
Are you looking for a First Class career

Hasan S M – MSc., PGD (FEDI., AMP.) Former Director of Studies ICAP Consultant UNDP, APDC, PIA

MH

3

Excellence ?
“Excellence

is an art won by training and habituation. We are what we repeatedly do. Excellence, then, is not an act, but a habit”
Aristotle

MH

4

Habits Knowledge ? (what to, why to)
Knowledge (what to, why to)

Habits Internalized principles & patterns of behavior
MH 5

Habits Knowledge ? (what to, why to)
Knowledge (what to, why to) Desire Desire (want to) (want to)

Habits Internalized principles & patterns of behavior
MH 6

Habits Knowledge ? (what to, why to)
Knowledge (what to, why to) Skills (how to) Desire Desire to) (want (want to)

Habits Internalized principles & patterns of behavior
MH 7

Habits Knowledge ? (what to, why to)
Knowledge (what to, why to) Habits Skills (how to) Desire Desire (want to) (want to)

Habits Internalized principles & patterns of behavior
MH 8

 as:

Excellence ? Oper ation al Ex cellence

is defined

Consistently providing the highest quality service excellence to our customers  At the lowest possible cost while achieving above average returns.  Quality Assurance initiatives are key elements in support of this goal
Excellence is content less and therefore its measurement can only be against certain benchmarks

MH

9

Who Should We Benchmark With?
• Internal benchmarking internal benchmarking is likely to meet with less resistance from managers • Benchmarking with competitors (international benchmarking) those competitors who are performing better than us • Best in the Industry with Industry leaders who achieved the best performance • Cross Industry some measures could be compared

MH

10

ASK to Develop Excellence
• A ttitude • S kills •K nowledge

MH

11

ASK to Develop Excellence
S kills + K nowledge = C Excellenc ompetence
e

+
A ttitude

P erformance
MH 12

• • • • •

MH

Unconscious impulses Conscious decisions Social constructs between people Ways of acting and talking Mental states that result when bodily responses are sensed by the brain • Feelings & Thoughts about situations people find themselves in • Bodily responses that have evolved as part of our struggle to

What is an Emotions ?

13

Primary Emotions

MH

14

Emotions
Connection Something happens s
You have a thought about it

You feel something

MH

You react ( behavior )

15

E Q

Emotional Intelligence

EQ? What is that?

The application of a positive attitude, respect, and healthy patterns of behavior towards self and others
MH 16

E Q

Emotional Intelligence
Self Awareness

Self
Motivation

Self Regulation

EQ
Empathy
MH

Social Skills
17

EQ
 IQ

Emotional Intelligence
by

 Established

mid-teens  Can’t increase  Predicts only 10% – 20% of life success
 EQ
 Not

MH

fixed  Can be improved throughout life

18

EQ

Self Awareness

knowing one’s internal states, preferences, resources, and intuitions
• Emotional Awareness: recognizing one’s emotions and their effects. Pay attention to your emotions • Accurate Self-Assessment: knowing one’s strengths and limits • Self-Confidence: a strong sense of one’s self-worth and capabilities

Outcomes of limited selfawareness: blind ambition, unrealistic goals, power hungry, relentless striving,

MH

19

EQ

SelfRegulation

Managing one’ s internal states, impulses, resourc • Self-Control: keeping disruptive emotions and impulses in check • Trustworthiness: maintaining standards of honesty and integrity • Conscientiousness: taking responsibility for personal performance • Adaptability: flexibility in handling change • Innovation: being comfortable with novel ideas, new info.

Outcomes of limited self-regulation:
impulsive behavior, rigidity of behavior and thought, lack of trust, poor

MH

20

EQ

SelfMotivation

Emotional tendencies that guide or facilitate reaching goals
• Achievement Drive: striving to improve or meet a standard of excellence • Commitment: aligning with the goals of the group • Initiative: readiness to act on opportunities • Optimism: persistence in pursuing goals despite obstacles and setbacks Outcomes of limited motivation: sub-optimal performance, incomplete projects, inability to reach goals, lack of MH

21

E Q

Empathy

Awareness of others’ feelings, needs, and concerns
• Understanding Others: sensing others’ feelings and
perspectives, and taking an active interest in their concerns • Developing Others: sensing others’ development needs and bolstering their abilities • Service Orientation: anticipating, recognizing, and meeting customers’ needs • Leveraging Diversity: cultivating opportunities through Outcomes of limited empathy: different kinds of people misunderstanding, emotional • Political Awareness: reading a group’s frustration, lack currents and power relationships of trust, dissatisfaction, lack of

MH

22

E Q

Social Skills / Effective Relationships

Adeptness at inducing desirable responses in others

• Influence: wielding effective tactics for persuasion

• • • • • • •

Communication: listening openly and sending convincing messages Conflict Management: negotiating and resolving disputes Leadership: inspiring and guiding others Change Catalyst: initiating or managing change Building Bonds: nurturing instrumental relationships Collaboration and Cooperation: working with others toward shared goals • Team Capabilities: creating group synergy in group goals

MH

Outcomes of limited social skills: dissension, distrust, poor leadership / followership, ineffective conflict, sub-optimizing teams, poor job performance, loss of job

23

E Q
DEPOSITS

Relationship of TRUST
WITHDRAWALS
Seek first to be understood Breaking promises Smooth manipulation Unkindnesses, discourtesies Win-Lose or Lose-Win thinking Violating expectations Disloyalty, duplicity Pride, conceit, arrogance

(Emotional Bank Account)

Seek first to understand Keeping promises Honesty, openness Kindnesses, courtesies Win-Win or No Deal thinking Clarifying expectations Loyalty to the absent Apologies

Receiving feedback and giving Not receiving feedback and “I” messages giving “You” messages Forgiveness Holding grudges
MH 24

Essence of EQ – Summary
Competencies that most often lead to success:
• Initiative, achievement and Working with EI - Goleman

adaptability • Influence, team leadership and awareness • Empathy, self-confidence and developing others
MH 25

Excellence
Through

Emotional Intelligence
26