Role of Emotional Intelligence in the Corporate World

• Meet Max– Max is a dog of the finest breeding.– He was rigorously trained to retrieve game at the

slightest nod from his owner.– He is slightly motivate to serve his master’s

needs.

• Meet Max– Max is talented, amiable, full of energy, and well

educated.– He is anxious to enter the arena of customer

service and make a contribution, and he’s bursting with innovative ideas.

• Meet Mr. Harold– Mr. Harold is an average manager of customer

service for New World Imports.– Service is the byword in his department.– He has some untapped ideas about customer service.

• Max and Max– Max and Max both have new opportunities – a

chance to learn, a chance to show their stuff. – Each comes to learn about limits, though: – stay on the lawn;– get your own job figured out first, then you can start

worrying about mine.

No creature can fly with just one wing.

• Gifted leadership occurs where heart & head - feelings and thought - meet

Watch Out!!!!

• Persistent disturbances in mood - depression, anxiety etc.• Alteration in vegetative functions - sleep patterns, appetite.• Changes in behaviour - irritability, restlessness, decreased

initiative, reduced desire.• Increasing dependence on alcohol, tobacco, stimulants or any

others drugs of abuse.• Disturbance in cognition - concentration, memory, attention-

span.• Persistent physical complaints despite investigations revealing

no abnormality or even after suggested medical treatment has been completed.

If u have any one of the above you need to develop

your emotional skills

Unforeseen

Some of us undergo long periods of emotional volati l ity when an unexpected tragedy occurs in our l ives. Like the death of a loved one, betrayal in re lationships, etc often throw us into a depression. And that brings about extreme patterns of behavior. One minute you feel you wil l be able to pick up the pieces and walk again. But the very next moment you find yourself snapping at even your near and dear ones.

EMOTIONAL INTELLIGENCE

CONCEPT

Importance of Emotional Intel l igence

• The beginning of ‘everything’ happening in business and core of all actions is human activity

• Nothing of any consequence happens until human beings want to act

• Individuals are hired/selected based on their technical skills but their success on the job is based on Human Relation Skills

• People need people. Human experience involves interaction or relationship with other people.

Importance of Emotional Intel l igence

The higher you go, the more Emotional Intelligence matters--

• 50% of work satisfaction is determined by the relationship a worker has with… his/her boss.

• EI is a prerequisite for effective leadership across borders.

Emotional intelligence is the ability to

sense, understand and effectively apply

the power and acumen of emotions.

Emotional Intel l igence

Emotional Intel l igence• Emotional Intelligence reveals that

fascinating facets of Emotions - How to use Passions to Understand our Circumstances and engage in ‘Quality Life’.

• Emotional mind harness the Rational mind to its purpose.

Emotional Intel l igence

• It is the ability to understand other people: what motivates them, how they work, how to work cooperatively with them.

• The core of emotional relations includes the capacities to discern and respond appropriately to the moods, temperaments, motivations and desires of others people.

• Emotional Intelligence motivates you to pursue your unique potential and purpose.

• Emotions are inherently neither positive nor negative rather emotions are a source of human energy, authenticity and drive.

• Emotions keep you honest, with yourself, shapes trusting relationships, provide an inner compass for your life.

Emotional Intel l igence

Goals of Emotional Intel l igence

• To gain better understanding of one’s self

• To broaden and sharpen sensitivity to the feelings of others

• To develop respect for others and create a conducive environment

The problem is not with emotional ity but with the appropriateness of emotions and

its expression.

The challenge is to manage our emotional l ife with intel l igence.

Emotional Intel l igence evolves over a ser ies of transactions and

instances between two or more individuals .

Emotional Ski l ls

• Identifying and labelling feelings• Expressing feelings• Assessing the intensity of feelings• Managing feelings• Delaying gratification• Controlling impulses• Reducing stress• Knowing the difference between feelings and

actions

Emotional Intel l igenceTo achieve one’s dream of success both at personal and

organisational levels, the assets of emotional skills is worth a billion.

The following traits of success are nothing but emotional skills.

Confidence Enthusiasm

- Commitment - Passion

- Hope - High Energy

- Will Power - Value System

Developing Your E.Q. Develop the courage to follow your own feelings

Express your feelings – find out who cares – spend time with them

Start labeling feelings; stop labeling people & situations

Analyze your own feelings rather than the action or motives of other people

Take responsibility for your emotions & happiness

Stop believing others cause your feelings; Don't expect others to "make" you happy

Developing Your E.Q.

• Ask others how they feel

• Make time to reflect on your feelings

• Use three word sentences beginning with “I feel”

• Identify your fears and desires

• Identify your unmet emotional needs

How to prevent emotional volati l ity

• Meditate • Try not to carry work home • Join a social cause • Be aware of your behavior • Be aware of others • Enjoy nature • Use transactional analysis • Express yourself • Organize

Research says…. Research has indicated that the following EI

competencies predict success at work: self-awareness, emotional resilience, decisiveness, interpersonal sensitivity, influencing skills, conscientiousness, integrity, and personal motivation.

Emotional And Intel l igent Quotient

• IQ offers little to explain the different destines of people with roughly equal promises, schooling, and opportunity.

• 95 Harvard students from classes of 1940s were followed into middle age. It was found that the men with the highest test scores in college were not particularly successful compared to their lower-scoring peers in terms of salary, productivity, or status in their own field. They also did not have the greatest life satisfaction nor high levels of happiness with friendships, family and romantic relationship.

Emotions

Various Categories

Emotions

• Anger - fury, outrage, resentment, wrath, animosity, annoyance, irritability, hostility and perhaps at the extreme - pathological hatred and violence.

• Sadness - grief, sorrow, cheerlessness, gloom, melancholy, self-pity, loneliness, dejection, despair and at the extreme - pathological severe depression.

• Fear - anxiety, apprehension, nervousness, concern, misgiving, dread, fright, terror and at extreme - psychopathology, phobia and panic

• Enjoyment: happiness, joy, relief, contentment, bliss, delight, amusement, pride, sensual pleasure, thrill, gratification, satisfaction, and at the extreme - mania.

Various Categories

Contd…..

• Love - acceptance, friendliness, trust, kindness, affinity, devotion, adoration, infatuation

• Surprise - shock, astonishment, amazement, wonder

• Disgust - contempt, disdain, aversion, distate

• Shame - guilt, embarrassment, remorse, humiliation, regret

Thalamus

THE EMOTIONAL BRAIN

(Signals translated to brain signals)

Visual Cortex

(Signals analysed and assessed)

Amygdala

(Triggers emotional response via emergency)

Handling Your Children's Emotions

CHILDREN DISPLAY THEIR EMOTIONS IN THEIR OWN WAYS. AS PARENTS, IT IS IMPORTANT THAT WE BE MINDFUL OF THIS AND WATCH OVER THEM WITH PATIENCE AND SYMPATHY.

Four basic parenting styles when it comes to handling kids ' emotions

• Dismissing parents disregard, ignore or trivialize their children's emotions.

• Disapproving parents are critical of their children's displays of feelings and may even reprimand or punish them for emotional outbursts.

•The laissez-faire parents accept their children's emotions, but fail to offer guidance or set limits on their children's behavior.

•The emotional coach parent is aware of his children's emotions and uses them as an opportunity for teaching and encouraging.

ANGER

CONCEPT

What is anger?

Anger is an emotion.

It is ok to be angry.

“A strong feeling of displeasure and, usually, antagonism”

It is an emotional reaction to frustration or injury. In some cases, anger is beneficial, as it can spur us on to take action to correct a situation, or protect us from harm.

It can be an instrument of motivation to work for positive change

• Anger may be defined as the thoughts, feelings, physical reactions and actions that result from a blameworthy or attack provoking physical, emotional or mental provocation.

• In many cases anger is a straight road to hostility, the expression of anger or even attack.

ANGER MANAGEMENT

Know the difference between anger and aggression.

Aggression is acting out inappropriately and is not ok. Learn to check your aggression and express your anger appropriately.

ANGER MANAGEMENT

Ways to Keep Cool:

Get exercise every day.

Eat right.

Get enough sleep.

Learn to relax.

Know your feelings.

Write about those feelings.

ANGER MANAGEMENT

Ways to Keep Cool:

Find a quiet place.

Take a time out.

Find fun distractions.

Make good decisions about what you see and hear.

Choose friends who make you feel good.

Learn to forgive and forget.

Techniques For Managing Anger

First: recognize that all feelings are ok; including anger. It’s the way we deal with feelings that can cause problems.

Don’t attack others. It will come back to haunt you.

Don’t attack yourself. If you aren’t on your side, who will be?

Don’t deny your feelings. It may lead to depression or hostility later.

Techniques (cont.)

Second: Remember, you can CHOOSE your response to anger

analyze the emotion that is bubbling under the surface

make a commitment to recognizing your anger and expressing it in a way that is not harmful to others or yourself

learn to recognize your personal warning signals

express your anger clearly and directly

Techniques (cont.)

Third: Avoid being a “swallower” or a “spewer”.

Talk with others before your rage builds up

Realize that intense anger can be dangerous

Set a boundary for yourself - what is allowable

Techniques (cont.)R-E-T-H-I-N-K

R: recognize

E: empathize

T: think about what you are feeling

H: hear what the other person is saying

I: integrate respect for others and yourself

N: notice your responses

K: keep on the current topic; don’t bring up old grudges.

Social Consequences

Loss of friendships

Isolation

Suspensions

Legal consequences

Inability to maintain employment

Social Conseqence and Anger

Are there social consequences, both positive and negative, that are derived from anger?

Yes! Anger can be both healthy and unhealthy. It is important to try and distinguish between the two.

Ask your self when angry: Will my reaction be beneficial, or will it cause harm?

Society and Anger (continued)

Anger in society often manifests itself in violent behavior:

Rape

Murder

Racism

Terrorism

Genocide

Property destruction

The key to anger reduction is knowing yourself.

When you make mistakes, learn from them rather than getting angry.

Don't criticize, condemn & complain because it makes you angry.

Accept what you cannot change & change what you cannot accept.

Ask even stupid questions to avoid mistakes, to avoid others getting angry with you.

Indecision makes you angry. Therefore, decide this way or that way.

If all else fails, lower your standards to make you less angry.

Expectation breeds frustration. Frustration breeds anger.

Men who do not know how to fight anger, die young.

Nobody can make you angry without your consent. Never get angry with a man who has nothing to lose.

Emotional Intelligence

“Emotional Intelligence Sets Apart Good Leaders”

Leadership, l ike coaching , is

f ighting for the hearts and souls

of men and gett ing them to

bel ieve in you.

“Leadership is more a function of heart than

mind”.

In the core of managerial position lies the

silent seed of Leadership Role.

LEADERSHIP…

“… is about having the vision, to succeed, a strategy to get there and the character to implement it”.

“Leadership is about the inspiration to push all boundaries-be it people, processes or technology”.

LEADERSHIP:

The ability to influence people toward the attainment of organizational goals

The effective use of power to achieve organizational objectives

“Leadership is the Art of accomplishing more, than the

Science of Management

“Leadership is doing What’s Right, at the Right Time, for the

Right Reason!”

• If you believe that only a few have potential to become leaders then think again. Who can be a leader – the truth is that everyone is a leader and has a potential to be so.

• Leadership is not just about a designation, it is a choice one makes and can be applied at any level. Titles do not decide the fate of an organisation, people do.

• There is no room for excuses and non-performance .• Opportunities to lead are everywhere. The questions

is – do you care about people and make the first move.

• Leadership is not a position to aspire for anymore, but an attitude to cultivate for life.

• Our attitude in our personal life speaks volumes of our performance at work.

• It is both an attitude and a skill to succeed at any level.

• Our best evolves from our heart, not our eyes.• An emotional response clouds our judgment and

creates guilt.• There is no embarrassment in falling down, only in

not getting up and moving on.

Effective Ethical Leaders?Effective Ethical Leaders?

An effective ethical leader will …

… Foster an environment of “Trust” among individuals at the Workplace…

…and this trust will encourage openness among team members without fear of retribution.

Establish shared valuesEstablish shared values

Establish a positive leadership climateEstablish a positive leadership climate

Develop self & othersDevelop self & others

Think strategicallyThink strategically

State & communicate your intentState & communicate your intent

DecentralizeDecentralize

Empower the work forceEmpower the work force

Emphasize continuous improvementEmphasize continuous improvement

Ethical Leader ImperativesEthical Leader Imperatives

The real test of ethics and character is whether we are willing to do the right

thing

… even when it is likely to cost more than we

want to pay.

Final Thought

“Those who cannot forgive others, break the bridge over which they themselves must pass.”

Emotional Intel l igence Concepts in a Leadership Context???

• Emotional Intelligence is our ability to acquire and apply knowledge from our emotions and the emotions of others in order to solve problems, and live a more successful, fulfilling life.

Emotional Intel l igence is…• Appropriate emotions, feelings

proportionate to circumstances.

• When emotions are too muted they create dullness and distance.

• When out of control, too extreme and persistent, they become pathological, resulting in rage, depression and extreme anxiety.

Studies* show:For all levels of jobs, EI

competencies are twice as effective as IQ in determining an individual’s success rate.

The higher the level of a position in an organization, the more EI seems to matter.

Executive Leaders show an 85% correlation between EI competency and success.

Your Emotions can block your Profess ional Growth and Success

When you are hurt, you cry. When you achieve something, you exult. When someone rejects you or breach your trust or hurt you feel the pain, right there in your heart.

When you give more than your 100% to your work or to your relation and you fail; or when you achieve something big but do not get proper appreciation or recognition then you feel unwanted and frustrated.

EI Competencies

• Self-Awareness• Self-Management• Social Awareness• Relationship Management

EI

Self-AwarenessKnowing one’s internal states, preferences,

resources and intuitions• Emotional Self-Awareness

• Accurate Self-Assessment

• Realistic Self-Confidence

Knowing one’s internal states , preferences,

resources and intuitions

• Emotional Self-Awareness – Recognize your own inner signals, note how decisions and values match

• Accurate Self-Assessment – Know your real limits and strengths, be graceful in learning, know when to ask for help

• Realistic Self-Confidence – Be willing and able to play to your strengths, admit you have them!

Social AwarenessAwareness of other’s fee l ings, needs,

concerns and the currents, networks and polit ics of the organization

• Empathy

• Organizational Awareness

• Service Orientation

Relationship Management

• Inspirational• Influence• Developing Others• Change Catalyst• Conflict Management• Building Bonds• Teamwork &

CollaborationAwareness of one’s effect on others, ability to work effectively and efficiently with others

THANK YOU