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The document provides an introduction to emotional intelligence (EI) in the workplace. It defines EI as the ability to recognize one's own emotions and the emotions of others to motivate oneself and manage emotions. Research shows that IQ accounts for only 20% of success while 80% depends on EQ. The document outlines the importance of EI for organizations and reducing staff turnover. It describes EI as having two components - physiological reactions and psychological states. It then details the four components of EI - self awareness, self management, social awareness, and relationship management.
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- 1. The 21st Century Graduate programme on Emotional Intelligence in the work place
- 2. A Futurepoint Presentation An Introduction to Emotional Intelligence
- 3. A Definition The term emotional intelligence was officially coined in 1990 by Salovey and Mayer Emotional Intelligence/Quotient is “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. Emotional intelligence describes abilities distinct from, but complementary to, academic intelligence.” - Daniel Goleman (1998) 3
- 4. So what’s EI and why is it important? • Some research shows that IQ can help you to be successful to the extent of 20 percent only in life. The rest of 80 percent success depends on your EQ. 20% IQ 80% EQ
- 5. Fariselli, L. & Freedman, j. ‘Stress, Emotional Intelligence and Performance in Healthcare’ (2008)
- 6. Importance of EI to Organizations • 50% of work satisfaction is determined by the relationship a worker has with… his/her boss. • A large hospital reduced turnover of critical-care nurses from 65 to 15 percent within 18 months of instituting an emotional intelligence screening assessment. (http://jamesdambrosio.com/2011/01/31/evidence-suggests-emotional-intelligence-increases-productivity/) • EI is a prerequisite for effective leadership across borders. • Requires a high level of self-mastery and people skills; ability to put yourself into the positions of others.
- 7. Where we want to be…the Goal EQ Thinking Part Feeling Part EQ/EI refers to emotional management skills which provide competence to balance emotions and reason, so as to maximize long term effectiveness & happiness.
- 8. TWO VIEW POINTS ABOUT EQ Traditionalists say that emotions High performers say that emotions nDistract us nIncrease our vulnerability nCloud our judgment nInhibit free flow of data nMust be controlled nMotivate us nIncrease our confidence nSpeed our analysis nBuild trust nProvide vital feedback nMust be managed 8
- 9. Is EI something new? No…it has always been there…we just have been better at defining it… “That man is disciplined and happy who can prevail over the turmoil that springs from desire and anger, here on earth …” Hindu text Bhagavad-Gita, 1000 B.C.E There are TWO dimensions of emotions: Physiological side: ‘Emotion’ is a complex state of human mind, involving bodily changes of widespread character such as breathing, pounding heart, flushed face, sweating palms, pulse rate, gland secretions, etc. Psychological side, a state of excitement or perturbation marked by strong feelings. 9
- 11. Why are we spending time on this? Its important to understand how our brains process basic and higher level emotions. This will increase your awareness of why we react the way we sometimes do. Emotion and your body have a big relationship! 11
- 12. The main purpose of the innermost part of the brain is survival – The “fight or flight response” To Get at Emotion, Go Deep... The Amygdala is deep within the most elemental parts of the brain. 12 GOLEMAN
- 13. An Amygdala Hijack in Action!13 WRITING AN ANGRY EMAIL IN CAPS AND THEN SENDING!
- 14. Therefore…Basic Emotions--presumed to be hard wired and physiologically distinctive • Joy • Surprise • Sadness • Anger • Disgust • Fear • Empathy (Not necessarily) 14
- 15. Emotion related dysfunction all or nothing thinking overgeneralization excessive worrying worrying as magical thinking disqualifying the position jumping to negative conclusions “should” statements labeling & mislabeling personalization stonewalling criticism; contempt Impacts on physical health cardiovascular disease progression of diabetes progression of cancer onset of hypertension Stress related illness Impacts on relationships Impacts on mental health 15
- 16. …therefore, emotion has an evolutionary basis… – but basic emotions can overwhelm rational thinking… 16
- 17. High Stress Context • A hospital can at times be a complex and stressful environment where interpersonal interactions to both patients and staff are of paramount importance. Some people thrive on this (e.g. some ER), some are overwhelmed by it. • EI mitigates the effects of stress. Fariselli, L. & Freedman, j. ‘Stress, Emotional Intelligence and Performance in Healthcare’ (2008) • Both Physiological & Psychological aspects at work here. Source: Six Seconds (www.6seconds.org) 17
- 18. The Psychological side of Emotion The 4 Components of EI 18 Self Awareness Self Management Social Awareness Relationship Management
- 19. 19
- 20. The 4 Components of EI Self-Awareness 20 emotional awareness accurate self assessment self-confidence The inability to notice our true feelings leaves us at their mercy. People with greater certainty about their feelings are better pilots of their lives Have a surer sense about how they feel about personal decisions.
- 21. The 4 Components of EI Self Management 21 self control trustworthiness conscientiousness adaptability innovation Within psychology, Locus of Control is considered to be an important aspect of personality What is “Locus of Control?”
- 22. The 4 Components of EI Social Awareness 22 Empathy Organisational Awareness Service Orientation
- 23. The 4 Components of EI 23 Relationship Management empathy service orientation developing others leveraging diversity political awareness
- 24. 24Reference: Freshman and Rubino (2004)
- 25. What EI trait/traits are not being shown here… 25
- 27. The development of EI A genetic contribution is likely They are not destiny (timidity) Early expression of emotion by parents helps learning Early abuse hinders learning Poor ability to read others’ emotion may lead to the development of poor social skills. 27
- 28. Value of taking time for self- awareness requires abilities to recognize appropriate body cues and emotions to label cues and emotions accurately to stay open to unpleasant as well as pleasant emotions includes the capacity for experiencing and recognizing multiple and conflicting emotions 28
- 29. Using emotions to maximize intellectual processing and decision making Self Awareness is the foundation for EI development in everybody “Gut feeling” can be used to effectively guide decisions- a neurological understanding of how unconscious and conscious gut feelings guide decisions, e.g., when prioritizing, emotions help move the decisions. Harness emotions to promote or hinder motivation. (Anxiety, hostility, sadness) 29
- 30. Developing empathy Empathy is a feeling different from sympathy. When one is sympathetic, one implies pity but maintains distance from another person’s feelings. Empathy is more a sense that one can truly understand or imagine the depth of another person’s feelings. It implies feeling with a person, rather than feeling sorry for a person. Empathy is a translation of the German term Einfühlung, meaning to feel at one with. It implies sharing the load, or “walking a mile in someone else’s shoes,” in order to appropriately understand that person’s perspective. In research on married couples, empathy appears to include matching the physiological changes of the other person. social awareness 30
- 31. Developing empathy links to Greater emotional stability Greater interpersonal sensitivity Greater affiliation
- 32. The danger of the nice personality Have you ever met a nice person, but the “ alarm bells have gone off?” Charisma draws in but not always to desired ends, e.g., Hitler, Jim Jones. Empathy can be faked; so can other emotions.
- 33. The art of social relationships-- managing emotions in others To excel at people skills means having and using the competencies to be an effective friend, negotiator, and leader. One should be able to guide an interaction, inspire others, make others comfortable in social situations, and influence and persuade others. social skills 33
- 34. The subtle and complex abilities which underlie people skills Being attuned to others’ emotions Promoting comfort in others through the proper use of display rules Using own emotional display to establish a sense of rapport
- 35. There are instruments to measure EI... Take time for mindfulness Recognize and name emotions ID the causes of feelings Differentiate having the emotion and doing something about it Learn optimism to challenge distortion Learn distraction techniques Listen to voice of experience Develop Listening skills
- 36. Don’t forget…”The Goal” Emotional Intelligence Thinking Part Feeling Part 36
- 37. THANK YOU
Notes de l'éditeur
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- It is a very big field which includes Behavioural psychology, psychology, sociology, organisational behaviour – basically anything that involves using emotion when conciously/unconciously interacting with people. <number>
- But what is Success? It means different things to different people, fro some it is a status “Its important for me to be important”, for others salary, for others fruitful working and personal relationships <number>
- 66.2% of the total variance in performance is predicted by emotional intelligence. <number>
- <number> Item 1 taken from: Saratoga Institute; quoted in Hartin, B. and Lace, S. (1999). The workforce challenge and education & training’s strategic response. American Society for Training and Development International Conference, Atlanta, GA, June 1999. Item 2 taken from: Rhinesmith, S. H., (1999). Leading across borders. American Society for Training and Development International Conference, Atlanta, GA, June 1999.
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- <number> It’s not just about being “nice”.
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- <number> 16.50 to 22.59 Amygdala hijack
- <number> This happens when the flight or fight response is inhibited and manifests itself in negative emotions. Over whelming Rational Thinking example – Taxi Driver/ Spilling Milk after a long hard day example The “Amygdala hijack” WRITING AN EMAIL…AND SENDING IT
- <number> Common to all. Higher level emotion, Empathy not found in everyone. Sociopaths “act or behave” but don’t feel.
- <number> Don’t interpret “dysfunction” too clinically. Many of the items on the list represent our daily challenges. The message is, when any or several of these exceed our capacity for acceptable behavior we need help. At that point, too, we would be the last person to recognize the problem. It is therefore important for supervisors and trusted coworkers to recognize the behaviors associated with “going overboard”.
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- Follow That Girl ©Six Seconds <number> 71% of nurses rate stress and overwork as #1 health concern (American Nurses Association Dec 2001) Think about what proportion of this stress is internal and can be managed, therefore and how can it be mitigated? Think can you change patient behaviour or do you have control over your own emotions only
- <number> LEADS VERY WELL INTO EI DIAGRAM. 6.55 – People are born with a “given temperament”.
- <number> Another way to express the framework comes directly from Goleman’s work (available from www.eiconsortium.org) is: Personal Competence Self-Awareness emotional awareness accurate self assessment self-confidence Self-Regulation self control trustworthiness conscientiousness adaptability innovation Self-Motivation achievement drive commitment initiative optimism Social Competence Social Awareness empathy service orientation developing others leveraging diversity political awareness Social Skills influence communication leadership change catalyst conflict management building bonds collaboration and cooperation team capabilities
- <number> Another way to express the framework comes directly from Goleman’s work (available from www.eiconsortium.org) is: Personal Competence Self-Awareness emotional awareness accurate self assessment self-confidence Self-Regulation self control trustworthiness conscientiousness adaptability innovation Self-Motivation achievement drive commitment initiative optimism Social Competence Social Awareness empathy service orientation developing others leveraging diversity political awareness Social Skills influence communication leadership change catalyst conflict management building bonds collaboration and cooperation team capabilities
- <number> Another way to express the framework comes directly from Goleman’s work (available from www.eiconsortium.org) is: Personal Competence Self-Awareness emotional awareness accurate self assessment self-confidence Self-Regulation self control trustworthiness conscientiousness adaptability innovation Self-Motivation achievement drive commitment initiative optimism Social Competence Social Awareness empathy service orientation developing others leveraging diversity political awareness Social Skills influence communication leadership change catalyst conflict management building bonds collaboration and cooperation team capabilities
- <number> Another way to express the framework comes directly from Goleman’s work (available from www.eiconsortium.org) is: Personal Competence Self-Awareness emotional awareness accurate self assessment self-confidence Self-Regulation self control trustworthiness conscientiousness adaptability innovation Self-Motivation achievement drive commitment initiative optimism Social Competence Social Awareness empathy service orientation developing others leveraging diversity political awareness Social Skills influence communication leadership change catalyst conflict management building bonds collaboration and cooperation team capabilities
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- <number> Recent research explores abuse-driven brain changes. In the relation between early abuse and dysfunction of the limbic system; Patients with abuse scored higher on a temporal lob epilepsy-related symptoms checklist; patients with sexual abuse scored significantly higher yet. Maltreatment before age 18 has more impact than later abuse; males and females were similarly affected. Researchers hypothesize that adequate nurturing and the absence of intense early stress permits brains to develop in a manner that is less aggressive and more emotionally stable, social, empathic and hemispherically integrated (75.) Teicher, M.H. (march 2002.) Scars that won’t heal: The neurobiology of child abuse. Scientific American. 68-75
- <number> Alexithymia = when self awareness is impoverished. There are no words for emotion. There is difficulty in distinguishing between emotions. There is impoverished capacity for emotions. Also, this person is likely to be overly concerned about physical symptoms. Reference Taylor, G. J., et. al. (1991.) The alexithymia construct: A potential paradigm for psychosomatic medicine. Psychosomatics, 32, 153-164.
- <number> In neurobiological terms also referred to as “somatic markers.”
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- <number> People who are unable to feel empathy sometimes display sociopathic behaviour.
- <number> The nice personality is one of the dangers in creating an EQ instrument--empathy can be faked. People who are unable to feel empathy sometimes display sociopathic behaviour.
- <number> Quickly relate the social relationships and managing emotions in others topic to Office of Personnel Management Executive Core Qualifications (ECQ’s) and to Army Values as exemplified by FM 22-100; leadership; duty; respect; selfless service; honesty; integrity; personal courage. This ground will be covered more thoroughly in a later slide dealing with organizations and EI.
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- <number> • Intrapersonal (Self-Regard, Emotional Self-Awareness, Assertiveness, Independence, and Self-Actualization) • Interpersonal (Empathy, Social Responsibility, and Interpersonal Relationship) • Stress Management (Stress Tolerance and Impulse Control) • Adaptability (Reality Testing, Flexibility, and Problem Solving) • General Mood Scale (Optimism and Happiness)
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