“Introduction to Emotional Intelligence 2004”

1. “Introduction to Emotional Intelligence 2004” Anna-Lucia Mackay www.hcmglobal.biz

3. AGENDA • Definition of EI • The impact of EI on business • The Business Cases • EI Today • The Four Dimensions • 18 Core Competencies • The Algorithm • Sample Competency

4. APPLICATION Of EI TODAY Definition – Daniel Goleman “The capacity for recognising our own feelings and those of others, for motivating ourselves and for managing emotions well in ourselves and others.”

5. PUT SIMPLY Its about: • Managing ourselves • Managing our interaction with others • Understanding more about human behaviour • Understanding consequences more • A language or a framework

6. OVERVIEW EI • EI origins stem back to the 30’s & 40’s • Social versus cognitive intelligence • Daniel Goleman’s and McLelland’s work on Competencies – mid 1990’s • What distinguishes typical performance from outstanding performance? • Management theory -previously • EI versus IQ

7. THE BUSINESS CASE • Research suggests that the key ingredients of a “star performer”: - 33% IQ and technical skills - 67% EI • Outstanding Leaders: • - 15% IQ and technical skills • - 85% EI (Source: Goleman, Working With Emotional Intelligence)

8. EMOTIONAL INTELLIGENCE YESTERDAY “What Makes a Leader?” (HBR Daniel Goleman) Self Awareness Self Regulation Five Competencies Motivation Empathy Social Skills

9. Self Awareness • Emotional Self- Awareness • Accurate Self Assessment • Self-confidence • Social Awareness • Empathy • Organisational Awareness • Service Orientation e.i • Self Management • Emotional Self-Control • Transparency • Adaptability • Achievement • Initiative • Optimism • Relationship Mgmt • Developing others • Inspirational Leadership • Change Catalyst • Influence • Conflict Management • Teamwork and Collaboration EI COMPETENCIES

10. THE FOUR DIMENSIONS • Self Awareness - Recognises how their feelings affect them and others - Assess themselves realistically - Has a deep understanding of their own strengths, weaknesses, needs and drives - Has a firm grasp of own capability and is confident • Self Management • - Controls bad moods and emotional impulses • - Creates an environment of trust and fairness • - Has a strong drive to succeed • - Looks ahead to create opportunities and avoid pitfalls

11. THE FOUR DIMENSIONS • Social Awareness - Knows how people are feeling - Appreciates different peoples viewpoints - Understands how organisations work • Relationship Management • - Is an excellent persuader • - Brings conflict out in the open • - Finds common ground with people of all kinds and has a network in place when its time for action • - Willingly collaborates across boundaries • - Helps people improve • - Is a Leader; provides clear direction and creates a motivating climate for others

12. APPLICATION OF EI IN BUSINESS TODAY There is no doubt and the results clearly show that EI is essential to success in: • Leadership • Sales • Service • Change Management • Mentoring

13. ALIGNING TO BUSINESS • Directly addresses the Sales/Service and Relationships targets • Directly correlates to your mission and values and therefore will assist in championing them • Correlates to competency maps and review frameworks • Defines and measures “outstanding performance” as opposed to “typical performance” • Assists you to manage and develop staff who do not understand certain aspects of their own behaviour, the impact it has or the results it achieves

14. IMPACT ON BUSINESS ROLES Impact on Leadership: - Persuade and convince - Develop your team - Build a sense of belonging - Role model • Impact on Service: • - Empathy • - Service orientation • - Transparency • - Emotional self control

15. BUSINESS CASES cont.. Number of times those who made Director, demonstrated competency compared to those passed over: - Self Confidence - High levels of confidence twice as likely - Self Control 3x - Achievement Orientation 7x - Empathy 2x - Teamwork 2.5x A critical mass of strengths in: Self Awareness 78% ($762k) Self Management 390% ($1.5m) Relationship Skills 110% ($931k) Analytical Reasoning 50% ($510k)

16. THE FOUR DIMENSIONS • 18 Competencies • Algorithms/Pathways • The starting point for Leadership: - Emotional Self-Awareness - Accurate Self Assessment - Self confidence - Emotional Self control - Empathy - Influence

17. THE ALGORITHM • Recognises there are many paths for success • Certain combinations of competencies may contribute to outstanding performance • Some competencies are more critical than others • One competency may compensate for another

18. SAMPLE COMPETENCY Empathy Definition “Empathy is having the ability to understand other people. It is the ability to accurately hear and understand the unspoken or partly expressed thoughts, feelings and concerns of others. It implies taking an active interest in other people’s concerns. It measures increasing complexity and depth of understanding of others and may include cross-cultural sensitivity.”

19. THE FOUR LEVELS • Listens • Reads non verbal clues • Open to diversity • Sees (and anticipates) other’s perspectives

20. EMPATHY People who do NOT demonstrate this competency: Stereotype others-see others primarily in terms of ethnic or other stereotypes Show no understanding-misunderstand or are surprised by others’ feelings or actions Show little understanding-show no explicit awareness of others but no evidence or serious misunderstanding Come into conflict-clash with others based on not understanding their concerns or thoughts, even if obvious. • E.g. These people are unable to “read” people or foresee reactions to certain situations as they “read” people based on their own feelings and actions.

21. EI TEST • Individual • Group • 360 Degree • Comparison to the top 5% Globally • Strong validity measures • Test overview

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