Emotional Intelligence At Work
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EMOTIONAL QUOTIENT AT Group no. 8:-WORK Abhilasha Maal Aditi Deokatte Arun Ashwini Kariganur Tara V. Toufiq Shaikh
08/09/09
1
Scope of the topic. • A comparative study between I.Q & E.Q. • Why E.Q can matter more than I.Q at the work place. • Application of E.Q in management.
08/09/09
2
Index • • • • • • • • • • • • • • • 08/09/09
What are emotions? What is E.Q? Neuroscience of E.Q. Components of E.Q. IQ v/s EQ. Application of E.Q in management. Statistics. Characteristics of high and low E.Q person. Applying E.Q in business organisations. Assessment of E.Q. Ways to improve E.Q. Alexithymia. Some myths and facts about E.Q. Conclusion. References. 3
EMOTIONS. •
Emotions:-- The physiological changes, subjective experiences and expressive behaviours that are involved in feelings such as:-Anger Love Happiness Surprise etc. 08/09/09
4
EQ? What is that?
The demonstration of a positive attitude, respect, and healthy patterns of behavior towards self and others
08/09/09
5
Neuroscience of Emotions.
Amygdala is the seat of all emotions.
Amygdala is deep within the most elemental parts of the brain.
. 08/09/09
6
E.Q
Emotional Intelligence.
Interpersonal skills
Intrapersonal skills
EQ
Social Skills 08/09/09
7
Interpersonal skills. • Empathy • Social responsibility • Interpersonal relationships
08/09/09
8
Intrapersonal skills. • Self- awareness • Self- regard • Assertiveness • Independence • Self- actualization 08/09/09
9
Adaptability E.Cs • Adaptability:-Flexibility Problem-solving • Stress management:-Stress tolerance Impulse control • General mood:-Optimism Happiness 08/09/09
10
E.Q MAP.
08/09/09
11
IQ v/s EQ (Intelligence Quotient v/s Emotional Quotient)
• The 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
08/09/09
20% IQ 80% EQ
12
IQ v/s EQ
GETS YOU HIRED
GETS YOU FIRED/PROMOTED
THE PROFESSIONAL SUCCESS
08/09/09
13
Application of E.Q in management • Emotional Marketing • E.Q in Effective Communication • E.Q in Human Resource Development • E.Q in Finances
08/09/09
14
Emotional Marketing. • Emotions drive buying behaviour. • Emotional marketing is about capturing the “share of the heart” and not just the “share of the wallet” of the customer. • Choice of right colours can influence the mind of the customer emotionally. 08/09/09
15
E.Q in Effective Communication • Our face can convey a wide range of emotions. • High E.Q enables in better negotiations. • High E.Q also helps in better public speaking.
08/09/09
16
E.Q in Human Resource Development. • E.Q testing is now a part of selection procedure in many MNCs. • E.Q training helps in teambuilding. • After E.Q training turn over rate reduces significantly. • E.Q testing is a better assessment tool to discover leaders. 08/09/09
17
E.Q in Finances. • Having higher E.Q means generating more profits and revenues in service based industries. • Higher E.Q also enables in making sound personal financial decisions. • A study of 44 Fortune 500 companies found that salespeople with high EQ produced twice the revenue of those with average or below average scores. 08/09/09
18
Statistics. • At MetLife, sales men scoring higher in ‘ learned optimism’ sold 37% more insurance in first two years than pessimists. (Seligman, 1990). • Sales people selected on the basis of emotional competence sold more than other sales people at L’Oreal. (Hunter, Schmidt & Judiesch). • Store managers trained in handling stress showed increased profit and customer satisfaction( Lusch & Serpkeuri,1990). 08/09/09
19
Contd. • In a manufacturing plant supervisors trained in listening skills, conflict resolution and team building showed ; • Accident reduction by 50%. • Formal grievances were reduced from an average of 15 per year to 3 per year. • The plant exceeded productivity goals by US $ 250,000( Pesuric & Byham-1996) 08/09/09
20
• High E.Q person:--
• Low E.Q person:--
•
Expresses his feelings clearly and directly without fear.
•
Doesn't take responsibilities for his feelings; but blames you or others for them.
•
Is not dominated by negative feelings like:-Guilt, shame, fear, worry, etc.
•
Plays games; is indirect or evasive.
•
Balances feelings with logic, reason and reality.
•
Has no empathy, no compassion.
•
Is independent, self reliant, morally autonomous.
•
May be overly pessimistic; may invalidate others' joy.
•
Is intrinsically motivated.
•
Carries grudges; is unforgiving.
08/09/09
21
APPLYING EQ IN BUSINESS ORGANISATIONS • • • • • • • •
08/09/09
Customer Service Hiring Turnover Training Productivity Goal Setting Emotional Support Leadership
22
Do different professions require different levels of E.Q. CLUSTER I: EXTREMELY HIGH Artist, Insurance, Advertisement, Social Work.
CLUSTER II:HIGH Teaching, Legal, Tourism, Entrepreneurship, Police.
Politics,
Business/
CLUSTER III:AVERAGE Judiciary, Administration, Information Technology, Medicine, Banking, Engineering, Accountancy, Nursing.
08/09/09
23
Assessment tools for E.Q. • Reuven Bar-On & the EQ-I
• Mayer, Salovey, Caruso & the MSCEIT
• Daniel Goleman & the ECI
08/09/09
24
Can E.Q be developed ? • Keep a Diary • Express Your Emotions • Develop Social Connections • Debriefing • Case studies • The detectives • Happiness list
08/09/09
25
• Alexithymia = “Lack of words for emotions”. • Person cannot feel his and others emotions and cannot express it in words. • Person faces difficulty in intrapersonal and interpersonal relations. • These disorder is still without a cure. 08/09/09
26
Some myths and facts about E.Q •
Being EI does not mean a weak, submissive or defensive personality.
•
Being highly EI does not mean being extra nice, polite or sugar coating your language
•
The females are NOT superior to males in expressing/experiences emotions as most of us tend to believe incorrectly.
•
There is no direct evidence to prove that EQ is dependent upon heredity.
•
However, the environment does seem to influence the EQ.
08/09/09
27
Conclusion….. •
E.Q is a better predictor of success than I.Q.
•
I.Q may get one hired but it is E.Q more than I.Q or experience which gets one promoted.
•
The price we have to pay in ignoring EQ is far too expensive. It leads to unhealthy and unsatisfying lives.
•
Our IQ may help us understand and deal with the world on one level but we need our emotions to understand and deal with others and ourselves.
•
You can also understand what makes you incompatible with certain people or jobs and learn ways to deal with the emotional difficulties. 08/09/09
28
References. •
Emotional Intelligence: Why it can matter more than I.Q by -- Daniel Goleman.
•
Change Management Excellence by -- Sarah. Cook.
•
The E.Q edge: Emotional Intelligence & your success by -- Howard E. Book.
•
Raising your Emotional Intelligence: A practical guide by -- Jeanne Segal.
• • •
www.emotionalintelligence.co.uk www.performanceedge.com www.eqindia.com
08/09/09
29
08/09/09
30
Any Questions?
08/09/09
31
08/09/09
1
Scope of the topic. • A comparative study between I.Q & E.Q. • Why E.Q can matter more than I.Q at the work place. • Application of E.Q in management.
08/09/09
2
Index • • • • • • • • • • • • • • • 08/09/09
What are emotions? What is E.Q? Neuroscience of E.Q. Components of E.Q. IQ v/s EQ. Application of E.Q in management. Statistics. Characteristics of high and low E.Q person. Applying E.Q in business organisations. Assessment of E.Q. Ways to improve E.Q. Alexithymia. Some myths and facts about E.Q. Conclusion. References. 3
EMOTIONS. •
Emotions:-- The physiological changes, subjective experiences and expressive behaviours that are involved in feelings such as:-Anger Love Happiness Surprise etc. 08/09/09
4
EQ? What is that?
The demonstration of a positive attitude, respect, and healthy patterns of behavior towards self and others
08/09/09
5
Neuroscience of Emotions.
Amygdala is the seat of all emotions.
Amygdala is deep within the most elemental parts of the brain.
. 08/09/09
6
E.Q
Emotional Intelligence.
Interpersonal skills
Intrapersonal skills
EQ
Social Skills 08/09/09
7
Interpersonal skills. • Empathy • Social responsibility • Interpersonal relationships
08/09/09
8
Intrapersonal skills. • Self- awareness • Self- regard • Assertiveness • Independence • Self- actualization 08/09/09
9
Adaptability E.Cs • Adaptability:-Flexibility Problem-solving • Stress management:-Stress tolerance Impulse control • General mood:-Optimism Happiness 08/09/09
10
E.Q MAP.
08/09/09
11
IQ v/s EQ (Intelligence Quotient v/s Emotional Quotient)
• The 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
08/09/09
20% IQ 80% EQ
12
IQ v/s EQ
GETS YOU HIRED
GETS YOU FIRED/PROMOTED
THE PROFESSIONAL SUCCESS
08/09/09
13
Application of E.Q in management • Emotional Marketing • E.Q in Effective Communication • E.Q in Human Resource Development • E.Q in Finances
08/09/09
14
Emotional Marketing. • Emotions drive buying behaviour. • Emotional marketing is about capturing the “share of the heart” and not just the “share of the wallet” of the customer. • Choice of right colours can influence the mind of the customer emotionally. 08/09/09
15
E.Q in Effective Communication • Our face can convey a wide range of emotions. • High E.Q enables in better negotiations. • High E.Q also helps in better public speaking.
08/09/09
16
E.Q in Human Resource Development. • E.Q testing is now a part of selection procedure in many MNCs. • E.Q training helps in teambuilding. • After E.Q training turn over rate reduces significantly. • E.Q testing is a better assessment tool to discover leaders. 08/09/09
17
E.Q in Finances. • Having higher E.Q means generating more profits and revenues in service based industries. • Higher E.Q also enables in making sound personal financial decisions. • A study of 44 Fortune 500 companies found that salespeople with high EQ produced twice the revenue of those with average or below average scores. 08/09/09
18
Statistics. • At MetLife, sales men scoring higher in ‘ learned optimism’ sold 37% more insurance in first two years than pessimists. (Seligman, 1990). • Sales people selected on the basis of emotional competence sold more than other sales people at L’Oreal. (Hunter, Schmidt & Judiesch). • Store managers trained in handling stress showed increased profit and customer satisfaction( Lusch & Serpkeuri,1990). 08/09/09
19
Contd. • In a manufacturing plant supervisors trained in listening skills, conflict resolution and team building showed ; • Accident reduction by 50%. • Formal grievances were reduced from an average of 15 per year to 3 per year. • The plant exceeded productivity goals by US $ 250,000( Pesuric & Byham-1996) 08/09/09
20
• High E.Q person:--
• Low E.Q person:--
•
Expresses his feelings clearly and directly without fear.
•
Doesn't take responsibilities for his feelings; but blames you or others for them.
•
Is not dominated by negative feelings like:-Guilt, shame, fear, worry, etc.
•
Plays games; is indirect or evasive.
•
Balances feelings with logic, reason and reality.
•
Has no empathy, no compassion.
•
Is independent, self reliant, morally autonomous.
•
May be overly pessimistic; may invalidate others' joy.
•
Is intrinsically motivated.
•
Carries grudges; is unforgiving.
08/09/09
21
APPLYING EQ IN BUSINESS ORGANISATIONS • • • • • • • •
08/09/09
Customer Service Hiring Turnover Training Productivity Goal Setting Emotional Support Leadership
22
Do different professions require different levels of E.Q. CLUSTER I: EXTREMELY HIGH Artist, Insurance, Advertisement, Social Work.
CLUSTER II:HIGH Teaching, Legal, Tourism, Entrepreneurship, Police.
Politics,
Business/
CLUSTER III:AVERAGE Judiciary, Administration, Information Technology, Medicine, Banking, Engineering, Accountancy, Nursing.
08/09/09
23
Assessment tools for E.Q. • Reuven Bar-On & the EQ-I
• Mayer, Salovey, Caruso & the MSCEIT
• Daniel Goleman & the ECI
08/09/09
24
Can E.Q be developed ? • Keep a Diary • Express Your Emotions • Develop Social Connections • Debriefing • Case studies • The detectives • Happiness list
08/09/09
25
• Alexithymia = “Lack of words for emotions”. • Person cannot feel his and others emotions and cannot express it in words. • Person faces difficulty in intrapersonal and interpersonal relations. • These disorder is still without a cure. 08/09/09
26
Some myths and facts about E.Q •
Being EI does not mean a weak, submissive or defensive personality.
•
Being highly EI does not mean being extra nice, polite or sugar coating your language
•
The females are NOT superior to males in expressing/experiences emotions as most of us tend to believe incorrectly.
•
There is no direct evidence to prove that EQ is dependent upon heredity.
•
However, the environment does seem to influence the EQ.
08/09/09
27
Conclusion….. •
E.Q is a better predictor of success than I.Q.
•
I.Q may get one hired but it is E.Q more than I.Q or experience which gets one promoted.
•
The price we have to pay in ignoring EQ is far too expensive. It leads to unhealthy and unsatisfying lives.
•
Our IQ may help us understand and deal with the world on one level but we need our emotions to understand and deal with others and ourselves.
•
You can also understand what makes you incompatible with certain people or jobs and learn ways to deal with the emotional difficulties. 08/09/09
28
References. •
Emotional Intelligence: Why it can matter more than I.Q by -- Daniel Goleman.
•
Change Management Excellence by -- Sarah. Cook.
•
The E.Q edge: Emotional Intelligence & your success by -- Howard E. Book.
•
Raising your Emotional Intelligence: A practical guide by -- Jeanne Segal.
• • •
www.emotionalintelligence.co.uk www.performanceedge.com www.eqindia.com
08/09/09
29
08/09/09
30
Any Questions?
08/09/09
31
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