Understanding and Managing People

Tutorial 11

Social and emotional intelligence

Announcement

• GCMB tutorial• 12th Feb 2014• 12-2pm• Room 1.23

• UMP tutorial• 12th Feb 2014• 3-5pm• Room 1.23

TASK 1: PDP Goal 3 (Academic-related Goal)

• Academic goal- goal that improves your academic performance when undertaking assignments, such as your ability to critically research, analyse and synthesise information into reports/essays, use sources to evidence/support arguments, use the Harvard approach to referencing, take lecture notes, etc

• Academic-related goal does not necessarily need to be based on assignment-feedback but could be

• You can set your 3rd (academic related) goal, even if you have not received any assignment feedback yet or will not receive any soon. The student pre-work notes provides them with some options

• Complete goal 3 work sheet. • Need to identify an academic related goal and SMART plan

Task 2. Emotional intelligence exercise

• How good is your emotional intelligence? • Complete short questionnaire on Emotional Intelligence

• This provides you with a basic insight into your emotional intelligence

• Analysis and discussion

• What were your scores on each of the dimensions and overall? Is there any scope for development?

• How accurate was the profile? If inaccurate, why do you think

this was the case?

Task 3• Differentiate between the concepts of:

• Social intelligence

• “The ability to understand the thoughts and feelings of others and to manage our relationships accordingly” (Buchanan & Huczynski, 2010)

• Emotional intelligence

• “The ability to identify, integrate, understand, and reflectively manage ones own and others peoples feelings” (Buchanan & Huczynski, 2010)

• What are Goleman’s five dimensions of emotional intelligence

• To what extent, do you believe emotional intelligence is a useful concept for individuals and managers?

Emotional intelligence - the five domains

• 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

• To what extent, do you believe emotional intelligence is a useful concept for individuals and managers?

Task 3• Impression management

• “The process by which we control the image that others have of us” (Buchanan & Huczynski, 2010)

• To what extent are impression management skills learnable and to what extent are we born with them?

• Is it unethical or deceitful to adjust one’s behaviour in order to modify the feelings and behaviours of others? What in your view are the ethical problems raised by the advice that we should consciously manipulate the impression that others have of us through verbal and non-verbal communication?

• Do you use, or do you avoid, impression management methods when you are deciding what to wear to, or what to say at, in various social and work situations? Provide some examples of situations where you have used impression management, which strategies you have used, and how useful are they have been.

Impression management(Rosenfeld, 2001)

• What we do and how we do it• What we say and how we say it• The furnishings and arrangement of our offices• Our physical appearance including clothes and make-up• Non-verbal communication such as facial expressions or

postures

Emotional labour

• Management of feeling to create publicly observable facial display” (Hochschild, 1983)

• The act of expressing organizationally desired emotions during service transactions” Morris & Feldman (1996)

• The display of expected emotions” (Asforth & Humphrey (1993)

Emotional labour• Careful applicant selection

• Employee training

• Employee monitoring

• Flight attendants• Smile while you dial• Disney interviews 50 000 candidates annually