2009 GHTA Conference Presentation

1. Merit Gest
Chief Belief Officer/ Master Trainer
720-980-1286
Merit@MeritGest.com
www.MeritGest.com

2. What is emotional intelligence?
Emotional Intelligence is knowing, managing & controling
our own emotions and recognizing the emotions of others.
Emotional Intelligence is defined as “the capacity for recognizing our own
feelings and those of others, for motivating ourselves, and for managing
emotions well in ourselves and in our relationships” according to Daniel
Goleman, author of several books on the topic.
A large body of research supports it as a key predictor of success in life and
business.
In everyday language, emotional intelligence is what typically referred to as
“street smarts” or “common sense.”
Why is Emotional Intelligence important in business?
Write the name of a mentor, manager or leader who has had the biggest positive
impact in your life: ___________________________________
Write down six attributes that made them a positive influence:
_____________________________ ________________________________
_____________________________ ________________________________
_____________________________ ________________________________
Intellectual Quotient vs. Emotional Quotient
IQ vs. EQ
High IQ may get you in the door, but high EQ moves you up in your role…
and may get your name on the door.
Copyright ©Merit Gest 2009, Merit@MeritGest.com, 720-980-1286

3.  In a study of more than 2,000 managers from 12 large organizations, 81%
of the competencies that distinguished outstanding managers were
related to emotional intelligence. (Boyatizis, TCM, 1982)
 In analyzing data from 40 different corporations, the differentiator in star
performers and average performers was the level of emotional
intelligence versus pure intellect and expertise. (Goleman, WEI,
cf.Jacobs and Chen, 1997)
 In a 1996 US Air Force study, 1500 recruiters were tested to discover
common EI traits among recruiters who achieved 100% of their quota. By
duplicating those EI traits, retention rate increased 92% saving in
excess of $2.7 million. *
 Optimism is an emotional competence that leads to increased productivity.
New salesmen at Met Life who scored high on a test of "learned
optimism" sold 37% more life insurance in their first two years than
pessimists (Seligman, 1990). *
 In a national insurance company, insurance sales agents who were weak
in emotional competencies such as self-confidence, initiative, and
empathy sold policies with an average premium of $54,000. Those who
were very strong in at least 5 of 8 key emotional competencies sold
policies worth $114,000 (Hay/McBer Research and Innovation Group,
1997). *
 In the most complex jobs (insurance salespeople, account managers), a
top performer is 127 percent more productive than an average
performer (Hunter, Schmidt, & Judiesch, 1990). Competency research in
over 200 companies and organizations worldwide suggests that about
one-third of this difference is due to technical skill and cognitive
ability while two-thirds is due to emotional competence (Goleman,
1998). (In top leadership positions, over four-fifths of the difference is due
to emotional competence.) *
 At L’Oreal, sales agents selected on the basis of certain emotional
competencies sold $91,370 more than other salespeople did.
Salespeople selected on the basis of emotional competence also had 63%
less turnover during the first year. (Spencer & Spencer, 1993; Spencer,
McClelland, & Kelner, 1997)
 The most successful store managers were those best able to handle
stress, based on net profits, sales per square foot, sales per employee,
and per dollar inventory investment. (Lusch & Serpkeuci, 1990)
 Source of the material was the web site for the Consortium for Research on Emotional Intelligence in
Organizations. http://www.eiconsortium.org
Copyright ©Merit Gest 2009, Merit@MeritGest.com, 720-980-1286

4. Emotional Intelligence: Definitions of Attributes
Self-Regard: Ability to respect and accept yourself as basically good. Liking
you the way you are.
Emotional Self-Awareness: Ability to be aware of and understand your feelings
and behaviors, and the impact they have on others around you.
Assertiveness: Ability to express feelings, thoughts and beliefs and stand up for
personal rights. Assertive people are not shy. They can express themselves
without being aggressive or abusive.
Independence: Ability to be self-reliant in planning and making important
decisions, free from emotional dependency on others.
Self-Actualization: Ability to realize your potential capacities. An on-going,
dynamic process of striving toward the maximum development of your abilities
and talents.
Empathy: Ability to view the world from another person’s perspective.
Social Responsibility: Ability to be a cooperative, contributing member of your
social group. Doing something for the team, organization or society that does not
benefit you directly.
Interpersonal Relationship: Ability to establish and maintain mutually satisfying
relationships with others.
Stress Tolerance: Ability to effectively withstand adverse events and
constructively cope.
Impulse Control: Ability to resist or delay an impulse, drive or temptation to act.
People with low impulse control tend to be “leap before they look” type people.
Reality Testing: Ability to view things the way they are rather than the way you
want or fear them to be. Ability to accurately “size up” the immediate situation.
Flexibility: Ability to adapt and adjust your thinking, behaving and feelings to
new information.
Problem Solving: Ability to identify and define problems as well as to generate
and implement potentially effective solutions. Desire to do one’s best and to
confront problems, rather than avoid them.
Optimism: Ability to be positive and look at the brighter side of life.
Happiness: Ability to feel satisfied with your life, to enjoy yourself and others
and to have fun. At ease in both work and leisure, they are able to
“let their hair down” and enjoy opportunities for having fun.
Modified definitions from Bar-On, R. (1997) Bar-On Emotional Quotient Inventory Manual,
Multi-Health Systems: Toronto Copyright ©Merit Gest 2009, Merit@MeritGest.com, 720-980-1286

5. Emotional Intelligence Traits
Adaptability IntRApersonal
Reality Testing Self-Regard
Flexibility Emotional Self-Awareness
Problem Solving Assertiveness
Independence
General Mood Self-Actualization
Optimism
Happiness IntERpersonal
Empathy
Stress Management Social Responsibility
Stress Tolerance Interpersonal Relationship
Impulse Control
Which EI traits do you think are most critical
to be successful in your business?
_____________________________ ________________________________
_____________________________ ________________________________
_____________________________ ________________________________
Which EI traits do you think are most important for the role of ______________?
_____________________________ ________________________________
_____________________________ ________________________________
_____________________________ ________________________________
Which EI traits do you think are most important for the role of ______________?
_____________________________ ________________________________
_____________________________ _____________________________
_____________________________ ___________________________
Copyright ©Merit Gest 2009, Merit@MeritGest.com, 720-980-1286

6. Top Emotional Intelligence attributes for various roles
Numbers in parenthesis indicates number in the study group.
Retail Store Mangers (124)
1. Independence
2. Assertiveness
Sales Clerks- Retail (122)
1. Self-Actualization
2. Happiness
3. Optimism
4. Social Responsibility
Sales –General (1,254)
1. Self-Actualization
2. Independence
3. Self-Regard
4. Optimism
5. Assertiveness
Customer Service Representatives (334)
1. Self-Actualization
2. Reality Testing
3. Optimism
4. Happiness
5. Interpersonal Relationships
Overall Work Success (16,222)
1. Self-Actualization
2. Optimism
3. Stress Tolerance
4. Happiness
5. Assertiveness
Source: The EQ Edge by Steven Stein, Ph.D and Howard Book, M.D.
Copyright ©Merit Gest 2009, Merit@MeritGest.com, 720-980-1286

7. How do you improve on your own Emotional Intelligence?
Step 1:
Know where you are right ______. Get the data on ______.
The real data, not a rose colored view.
Step 2:
Give yourself permission
to only work on _____ or _____ aspects of you at a time.
Resist temptation to fix it all in 90 days.
Step 3:
You’ve got to do the work!
Get your _________ ______!
Copyright ©Merit Gest 2009, Merit@MeritGest.com, 720-980-1286

8. RECOMMENDED RESOURCES
Emotional Intelligence, Why It Can Matter More Than IQ
By Daniel Goleman, Bantam Books, 1995
The EQ Edge, Emotional Intelligence and Your Success
By Steven J. Stein, Ph.D. and Howard E. Book, M.D.
Jossey-Bass, 2006
Social Intellligence, Beyond IQ, Beyond Emotional Intelligence
By Daniel Goleman, Bantam Books, 2006
Raising an Emotionally Intelligent Child, The Heart of Parenting
By John Gottman, Ph.D., forward by Daniel Goleman
Simon & Schuster, 1997
Emotional Intelligence 2.0
By Travis Bradberry & Jean Greaves, TalentSmart, 2009
www.eiconsortium.org has a wealth of information about the business cases &
research being done in the field of Emotional Intelligence.
The mission of the EI Consortium is to advance research and practice of
emotional and social intelligence in organizations through the generation and
exchange of knowledge.
There are many tools to assess Emotional Intelligence, we use the most
scientifically based tool created through the research of Dr. Reuven Bar-On
called the Bar-On EQi through Multi-Health Systems.
For Emotional Intelligence Assessments, please call Merit Gest
720-980-1286, Merit@MeritGest.com
Assessments are done confidentially via our secure website and coaching can be
done via phone or in-person. Group discounts available for teams of 10 or more.
To subscribe to our free “Tip of the Month” which includes articles on Emotional
Intelligence in the business world, please email your contact info to
Merit@SalesLeadershipDevelopment.com
We respect those who sign up with our promise to never sell or give out your
contact information. You are able to unsubscribe at any time.
Copyright ©Merit Gest 2009, Merit@MeritGest.com, 720-980-1286

9. There are many ways to continue to explore all you can about yourself.
To continue your journey, here are some recommended tools:
You can order products by:
 Mailing your order to GFC Enterprises, Inc., 6280 S. Newbern Way, Aurora, CO 80016
 Calling us at 720-980-1286
 Faxing us at 866-806-7872
 Emailing us at merit@meritgest.com
BEST DEAL: BarOn Emotional Quotient Inventory assessment including one-hour $499
personal coaching/ debrief & Teleseminar Series (a $696 value!)
The time has passed when High IQ and well-developed technical skills meant a distinct advantage in the workplace. Emotional
Intelligence distinguishes high performing individuals and organizations in our demanding lives.
This tool will determine your current level of emotional functioning in 15 critical areas.
(Quantity) _____
 Highlight your strengths and areas for improvement to enhance emotional intelligence.
 Recommend strategies for improving low scoring areas. $_____________
 Highlight where your intention for communication may be different from the impact on others.
This assessment includes a one hour follow up personal coaching session to help you in getting the most out of the data.
Emotional Intelligence Teleseminar Series (starts January 2010) $197
(Quantity) _____
Seven one-hour teleseminars describing each of the 15 Emotional Intelligence attributes and how to strengthen each trait.
Less than $29 per teleseminar… plus some surprise bonuses for participants. $_______ _____
The Masters Of Success book. Special Attendee Pricing: $15
(MSRP $19.95)
Merit Gest, Ken Blanchard, Jack Canfield, John Christiansen and 13 additional thought leaders share their information & inspiration (Quantity) ___
on the topic of success.
$___________
TOTAL AMOUNT $________
CREDIT CARD: Mastercard or Visa (circle one}
No.: __________-__________-__________-__________ Exp.: ________ Security Code: ______ (last 3 digits on back of card)
Name on Card ____________________________________________ Signature _________________________________________
Check enclosed (payable to GFC Enterprises, Inc.) Check #: _________________ Amount: ______________
SHIPPING INFORMATION: BILLING INFORMATION □ Same as Shipping Information
Name: Name:
Company: Company:
Address: Address:
Phone: __________________________ _________ Phone:__________________________ ________________
E-mail: E-mail:
Merit Gest, President, GFC Enterprises, Inc., 6280 S. Newbern Way, Aurora, CO 80016
Phone: 720-980-1286, Fax: 866-806-7872, Email: Merit@MeritGest.com, www.MeritGest.com