Emotional intelligence at Work

Emotional intelligence at Work

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  Excellence in Business. Excellencein People. Emotional Intelligence at Work: The why, what, and how of leadership soft-skills.
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  Excellence in Business. Excellencein People. Content The State of Play  The Performance/Productivity Relationship Emotional Intelligence  What does the research say?  What is Emotional Intelligence?  Emotional Intelligence defined and quantified Recap
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  Excellence in Business. Excellencein People. The State of Play Productivity:  Managerial soft-skills impact upon perceptions of effective leadership  Effective leadership leads to increased productivity and morale Perceptions of workplace injustice occur when people don’t feel they are treated fairly  Feelings of victimisation lead to counterproductive behaviour Turnover:  People join organisations and leave managers!  64% of NZ employees are considering organisational change in the next 12 months  Talent is mobile!
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  Excellence in Business. Excellencein People. Research shows Emotional Intelligence: Leadership effectiveness Recruitment and retention Teamwork Innovation Performance, productivity, satisfaction, and loyalty Sales and customer service
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  Excellence in Business. Excellencein People. Research shows Emotional Intelligence: Leadership effectiveness (36%) Sales performance (23%) Organisational Commitment (22%) Absenteeism (29%) Job Satisfaction (24%) Occupational Stress (19%) Innovation (12%) Teamwork Effectiveness (14%) Customer service (12%)
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  Excellence in Business. Excellencein People. Emotional Intelligence • Feelings influence people’s performance. • EI involves a set of skills that define how effectively we perceive, understand, reason with and manage our own and others feelings. • Involves thinking “intelligently” about our emotions and how they impact on thoughts and behaviours . EI
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  Excellence in Business. Excellencein People. Biological Basis of Emotion • Emotional areas of the brain have earlier evolutionary basis (fight or flight etc.) • Rational area of the brain (cerebral cortex) relatively recent evolution and often last area involved in processing information!
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  Excellence in Business. Excellencein People. Emotional Intelligence is… Have you ever …  Decided not to hire or trust someone because “something just didn’t feel right”  Not asked someone for a favour when they were having “a bad day”? Feelings also play a large role in our outward displays and behaviours. They help define our …  Use of words  Tone of voice  Body language  Facial expressions
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  Excellence in Business. Excellencein People. Genos Model Best practice development Research based Coachable skills
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  Excellence in Business. Excellencein People. 1. Emotional Self-awareness People high in this dimension… Are “in-tune” with their moods, feelings and emotions at work. Demonstrate greater awareness of how their emotions may be influencing their thoughts and decisions. Demonstrate greater awareness of how their emotions may be influencing their behaviours and performance at work. Are “in-tune” with how their demeanour and behaviour may be impacting on colleagues. Self-Awareness: The ability to perceive and understand one’s own emotions Rob Fyfe
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  Excellence in Business. Excellencein People. 2. Emotional Expression People high in this dimension… Effectively communicate how they feel about various issues at work; that is, in the right way, to the right degree and at the right time. Effectively utilise non-verbal emotional cues e.g., body language, tone of voice etc., to communicate how they feel. Create greater understanding about themselves amongst their colleagues. Are often described by colleagues as “genuine and trustworthy”. Expression: The skill of effectively expressing one’s own emotions Jim Carrey
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  Excellence in Business. Excellencein People. 3. Emotional Awareness of Others People high in this dimension… Are adept at reading others’ non-verbal emotional cues at work. Understand what typically makes people feel various ways in the workplace. Are adept at reading others’ emotional/mood states at work, e.g., bored or stressed with a given task, environment etc. Awareness of others: The skill of perceiving and understanding others emotions Ricky Jervais, (aka “Martin Brent” from The Office)
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  Excellence in Business. Excellencein People. 4. Emotional Reasoning/Decision Making People high in this dimension… Consult others’ feelings on issues at work to help derive solutions. Consider their own feelings on issues at work when decision-making. Account for the emotional/mood state of others prior to interacting or communicating with them. Achieve greater buy-in to decisions they implement in the workplace . Reasoning/Decision Making: The skill of using emotional information (from self and others) in reasoning and decision-making Spock
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  Excellence in Business. Excellencein People. 5. Emotional Self- Management People high in this dimension… Maintain an optimistic and positive disposition at work. Move on quickly from events that cause them adversity. Don’t ruminate on issues. Implement strategies to help them maintain positive moods and emotions in the workplace. Self- Management: The ability to perceive and understand one’s own emotions Nelson Mandela
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  Excellence in Business. Excellencein People. 6. Emotional Management of Others People high in this dimension… Create environments that make people feel more optimistic and positive in the workplace. Communicate and interact in ways that motivate and engage others at work. Help others see things from different perspectives. Help people identify more effective ways of responding (behaving) to events that are causing them adversity. Management of Others: The skill of influencing the moods and emotions of others Dalai Lama
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  Excellence in Business. Excellencein People. 7. Emotional Self-Control People high in this dimension… Have a long “fuse”. Overcome anger at work by thinking through what’s causing it. Find it easy to concentrate on a task when really excited or upset about something. Express anger and other strong emotions in the right way, at the right time, and with the right person. Self-Control: The skill of effectively controlling strong emotions experienced at work (within one’s self) Gordon Ramsey
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  Excellence in Business. Excellencein People. To Recap… Talented people will not work as productively for ineffective leaders, and they’ll leave them! Organisations can not afford reduced productivity or a loss of talent Emotional intelligence is a crucial component of effective leadership Emotionally intelligent behaviour can be coached and developed