Emotional

Intelligence
 Agenda
◇ Briefing and introduction
◇ Definitions
◇ Skills of EQ
◇ The effect of EQ in business communication
◇ Examples
◇ How to assess and develop your EQ

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 EQ ?
Succcess?
Not education, not experience, not knowledge or
intellectual horsepower.
None of these serves as a predictor to why one person
succeeds and another doesn’t.

“People are persuaded by reason, but moved by

emotions, {the leader} must both persuade them
and move them”
Richard M.Nixon

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 Intent doesn’t always lead to a match

◇ Communication is highly contextual.

◇ There is a lot of researches behind the recommendations often

provided for effective verbal as well as non-verbal communication
but most publications and training courses focus on providing
overly-simplistic ‘steps’ and ‘rules’ to follow that don’t equip
communicators with an understanding of the underlying
phenomena that create both communication success and blunders,

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 ◇ EQ is about knowing and managing
yourself and others too WHILE
COMMUNICATING

◇ All managerial levels should have high

EQ in order to have an effective
communication (to be leaders).

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Daniel Goleman’s Definition of EI
•
“The capacity for
recognizing our own feelings
and those of others, for motivating
ourselves and others, for managing
emotions well in ourselves and in
our relationships.”
 Emotional Intelligence is ….

The ability to manage ourselves and our relationships

effectively.

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 Other ways of expressing EI . . .
◇ Knowing what feels good, what feels bad, and how to get
from bad to good
◇ Emotional awareness and emotional management skills
which enable a person to balance emotion and reason so
as to maximise long-term harmony and effectiveness

◇ The capacity to create positive outcomes in

relationships with others and with self.

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 Why is EI Important ?
Goleman and Hay/McBer data show that of the competencies required for
outstanding performance:

 67% are ‘emotional intelligence’ competencies

 33% are related to cognitive or technical skills

 To put it another way:

 EI drives two-thirds of outstanding performance

Emotional Intelligence has four
fundamental capabilities:

Self- Social
Awareness Management

Self- Social
Management Awareness
 First self

1. Self Awareness 2. Self Management

Then others

3. Social Awareness 4. Social Skill

The Core of Emotional Intelligence
 Emotional Self-Awareness: reading one’s own emotions and
recognizing their impact; using intuition to guide decisions

 Accurate Self-Assessment: knowing one’s own inner resources,

strengths and areas for development

 Self-Confidence: a strong sense of one’s self-

worth and capabilities
 Self Awareness
(ability to recognise moods, emotions and drives)
Emotional self awareness, accurate self
assessment, self confidence
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 2.SELF MANAGEMENT:

 Emotional Self-Control:
 keeping disruptive emotions and impulses under
control
 Transparency: displaying honesty and integrity;
trustworthiness

 Adaptability: flexibility in adapting to changing

circumstances or overcoming obstacles

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 2.SELF MANAGEMENT:
 Self Motivation

 Achievement Orientation: the drive to improve

performance to meet inner standards of excellence

 Initiative: readiness to act and seize opportunities

 Optimism: seeing the positive in events; persistence in

pursuing goals despite obstacles and setbacks

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  Empathy: sensing others’ feelings,
understanding their perspectives, and taking
an active interest in their concerns
 Organizational Awareness: reading a group’s
emotional currents and power relationships
 Service Orientation: recognizing and meeting
follower, client or customer needs
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 Social Awareness
Empathy, organizational awareness, service
orientation

I am capable of sensing other people’s emotions and

taking these into account


I try to understand others’ points of view, and take an active
interest in their concerns

I am able to read the currents of family / organisational / social life

I build decision networks and navigate politics

I am able to recognise and meet customer needs.
 Leading Others
 Inspirational Leadership: inspiring and guiding individuals and groups
 Influence: using a range of tactics for persuasion
 Developing Others: bolstering others’ abilities through feedback and
guidance.
Working With Others
 Conflict Management: resolving disagreements
 Teamwork and Collaboration: cooperation and team building

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 What is Emotional Competence
What is a Competence?
• Any measurable characteristic of a person that
differentiates level of performance in a given job, role,
organisation or culture.
Emotional Competence
• Learned and measurable capabilities based on
Emotional Intelligence that contribute to effective
performance at work, outstanding leadership, and
deeply satisfying relationships in life
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 What does EI have to do with
Emotional Competence Profile?
 Personal Competence
WHAT I SEE • Self-Awareness
• Ability to accurately perceive your own
emotions
• Stay aware of your emotions as they
happen
• Keep on top of how you tend to
respond to specific situations and
people

WHAT I DO • Self-Management
• Ability to use awareness of your
emotions to stay flexible and positively
direct your behavior
• Managing your emotional reactions to
all situations and people
 Social Competence
WHAT I SEE • Social Awareness
• Ability to accurately pick up on emotions in other
people
• Understand what is really going on
• Understanding what other people are thinking and
feeling even if you don’t feel the same way

WHAT I DO • Relationship Management

• Ability to use awareness of your emotions and
emotions of others to manage interactions
successfully
• Ensure clear communication and effective handling
of conflict
 RELATIONSHIP MANAGEMENT
STRATEGIES

1. Be Open and Be Curious .

2. Make Your Feedback Direct and Constructive .
3. Build Trust
4. Have an “Open-door” Policy .
5. Only Get Mad on Purpose .

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 RELATIONSHIP MANAGEMENT
STRATEGIES

6. Acknowledge the other person’s feelings and

when you care, show It .
7. Explain your decisions, don’t Just make them.
8. Align your intention with your impact .
9. Offer a “Fix-it” statement during a broken
conversation .
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There are times in life when you look at someone and
wonder, “How is she always so totally in control of
things?”

Whether it is a colleague who deals with tricky work

situations without rubbing anybody the wrong
way or a friend who makes complete strangers
feel comfortable within minutes of meeting them.
 ●●The answer lies in their emotional
intelligence or the ability to monitor their
own emotions as well as those of others ●●
 examples of HIGH
emotional intelligence in the workplace
◇ People express ◇  Flexibility is
◇ Active listening in
themselves present
meetings is the
openly and
norm. 
respectfully
◇ Employees spend ◇ Employees will
without fear of
time together find a
offending
outside of work. compassionate
coworkers. 
◇ Freedom of ear when needed,
◇ Resilience is
creativity is as we all have
evident when new
celebrated and bad days. 
initiatives are
consistent. 
introduced.
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 examples of LOW
emotional intelligence in the workplace

◇ When someone ◇ A person with low ◇ People with low

exhibits low EQ will likely have EQ also have
measures of EQ, emotional difficulty
there are many ways outbursts, typically listening to
it can be behaviorally out of proportion to others.
visible. Here are a the situation at hand
few examples of what
it looks like when
someone is
operating with low
levels of EQ

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 Every day, countless people use
empathy and understanding to
.handle social interactions at work

◇ And you even use your emotional

intelligence to navigate everyday
situations and relationships without
realizing it.
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 • A leader could be the most intelligent person in
the room, but without a high EI score, this leader
may fail to motivate employees.
 
● A leader with high-level emotional
intelligence can navigate not just motivating and
empowering employees, but also navigating
complex and challenging decision making with
the mastery of emotional response
 
● A leader must have the ability to process
emotion to make sound decisions.
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 example , in an office meeting, when
.one person speaks, others listen

This happens spontaneously and such behaviors

are examples of emotional intelligence in the
workplace. Of course, there will always be some
people who interrupt everyone else, but here we
will only focus on examples of emotional
intelligence being used to enhance #social
_interactions

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 example , a colleague who has been
reprimanded by the boss might want to
.share his feelings with you

You listen empathetically, then objectively explain

the possible reasons for the boss’s anger, and
advise your colleague on how to avoid this in the
future. And you do all this without upsetting or
offending your colleague. This is a classic example
of using your emotional intelligence at work

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 Nobody ever recommended
becoming robotic
or leaving your emotions
.behind in the workplace
In fact, to be a great leader, you
need to be a human and one who
has mastered emotional
intelligence skills
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 The effect of EQ in business communication
◇ Emotional Intelligence is a fundamental ability for healthy and
affective interpersonal relationships and interpersonal
communications.

-Emotional Intelligence is a learned behavior and ability early in life

and Not genetic.

-Emotional intelligence is the state of mind that balances the

responses of human beings towards those stimuli that trigger an
excessive flow of adrenalin.
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 ◇ B2B, of course, does not mean Business-to-
Business here but Brain-to-Brain, for what is
communication if not a meeting of minds.
Communication is independent of words,
sentences, paragraphs.

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How can we
develop our
EQ?
 Researches reveals barriers to self-awareness
-Sensual Objectivity...

-Dishonesty…
-Lacking feedback…

Andrew’s stated that :

“Many people shrug off differences in how they rate
themselves versus how others rate them on EQ
competencies by saying that they’re too hard on
themselves or that others don’t really understand their
intent,” says Andrews, “but really it shows a lack of self-
awareness.”
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 LOW EQ INDIVIDUALS VS HIGH EQ ONES…

◇ People with low EQ: ◇ People with high EQ:

◇ Often feels ◇ Understand the links between their
misunderstood emotions and how they behave
◇ Get upset easily ◇ Remain calm and composed during
◇ Become overwhelmed by stressful situations
emotions ◇ Are able to influence others toward
◇ Have problems being a common goal
assertive ◇ Handle difficult people with tact and
diplomacy

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 Developing EQ
￭ Self-emotional Recognition.
￭ Feedback.
￭ Literature.
￭ Establishing an Emotional
intelligence culture…
- Challenge
- Modelling
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 SELF TESTING EQ:
◇ WWW.memorado.com/emotional_quotient
◇ WWW.globalleadershipfoundation.com

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 Thanks!
Any questions?
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