EMOTIONAL INTELLIGENCE – POSITIVE CHANGES FOR 2013

WIBFI – 24th January 2013

Clare Mulligan MSc, B.A.(Psych), FLIA QFA

Organisational Psychologist24 years working in Financial

ServicesConsultant Psychologist for Financial

Services sectorResearch – Workplace trends,

generational diversity, consumer psychology, portfolio careers, ageing workforces, retirement

OVERVIEW

What is Emotional Intelligence (EI/EQ)? History of Emotional intelligence Research highlighting organisational benefits Workplace trends Processing information and wisdom Components of Emotional Intelligence Low Emotional Intelligence Practical tips for your improving Emotional

Intelligence

WHAT IS EMOTIONAL INTELLIGENCE

Emotional intelligence (EI) refers to the ability to perceive, control and evaluate emotions.

When applied to the workplace EI involves thinking “intelligently” about our own and others’ emotions and how they influence our thoughts and behaviours at work

Positive relationship between emotional intelligence and job performance, satisfaction and well being.

Focuses on behaviours, not personality

FOUR EI DIMENSIONS

Relationship Management

Social Awareness

Self Management

Self Awareness

Strong, healthy and effective relationships

The driving purpose of EI and life in general

History of Emotional Intelligence Year Author Key Concept

1930s Edward Thorndike

describes the concept of "social intelligence"

1940s David Wechsler affective components of intelligence

1950s Abraham Maslow emotional strength Self Actualization

1975 Howard Gardner multiple intelligences

1985 Wayne Payne introduces the term emotional intelligence

1990 Peter Salovey and John Mayer

landmark article, "Emotional Intelligence,"

1995 Daniel Goleman Emotional Intelligence: Why It Can Matter More Than IQ

EVIDENCE OF EI – MARSHMALLOW TEST

EVIDENCE OF STUDIES USING EI Study of 44 Fortune 500 companies -

salespeople with high EI produced twice the revenue.

Technical programmers were developing software three times faster than those with lower EI

Financial advisers at American Express, after training, improved customer relationships and had higher sales per customer. 

research in over 200 companies -Mid level high performers = one third

technical skill and cognitive ability. Two thirds is EI

High performing leaders = four-fifths of the difference is due to EI

LEADERSHIP

CURRENT INTEREST IN EMOTIONAL INTELLIGENCE

Positive Psychology

Women in Business Gen Y

Work Life Integration

Careers – psychologic

al successes

Psychological Contract

Diversity Knowledge Worker

SKILLS FOR MODERN WORKPLACE

Networking

Coaching/mentoring Team work

Decision Making Resilience

Sales/Relationsh

ip Managem

entChange

Management

Leadership

Stress Managem

ent

AN AMYGDALA HIJACK!!

Amygdala – everything we feel about an experience is stored here

Amygdala triggers release of corisol

Directs energy from intellect to senses

brain rushes blood to muscles needed for fighting or fleeing

You are unable to focus your thinking or actions

Smart is ability to learn Wisdom – situational Wise people generally share an optimism

that life's problems can be solved and experience a certain amount of calm in facing difficult decisions.

FOUR EI DIMENSIONS

Relationship Management

Social Awareness

Self Management

Self Awareness

Strong, healthy and effective relationships

Self Personal

Competence

OtherSocial

Recognition

Self-Awareness

•Emotional Self-Awareness•Accurate Self-Assessment•Self-Confidence

Social Awareness

•Empathy•Service Orientation•Organisational Awareness

Regulation

Self-Management

•Self-control•Trustworthiness•Conscientiousness•Adaptability•Achievement drive•Initiative (+Innovation) 

Relationship Management

•Developing others•Influence•Communication•Conflict management•Leadership•Change catalyst•Building Bonds•Teamwork & Collaboration

SELF AWARENESS - EMOTIONAL AWARENESS

o Recognition of own emotionso Recognise effect of emotionso Ability to use values to guide decision

making

o Strong in Emotional Awarenesso Know which emotions they are feeling and

whyo Realise link to emotion and behaviouro Guiding awareness of values and goals and

passions

SELF AWARENESS – ACCURATE SELF ASSESSMENT

o A sense of personal strength and limits. o Clear vision of where to improveo Ability to learn from experience

o Strong in Accurate Self Assessmento Aware of strengths and weaknesseso Reflect and learn from experienceso Open to feedback, learning and self

development

SELF AWARENESS – SELF CONFIDENCE

o Courage that comes from certainty about our capabilities, values, goals and self worth

o Strong in Self Confidenceo Self assuredo Can voice views that are unpopularo Are decisiveo Inspire confidenceo Self efficacy – belief in skills

SELF ASSESSMENT

Development Opportunity

Average Strength

Self Awareness

Accurate Self Assessment

Self Confidence

What am I passionate about? What am I best at? What do I value?

BENEFITS OF EMOTIONAL INTELLIGENCE

manage emotions in

positive ways

Relieve stress

Communicate effectively

Greater self awareness

Understanding of

behaviour

Assist with setting own

goals

Develop cognition

skills

Become more

resilient

Better relationships

LOW EI?

LOW EI

Not aware of own value set and passions. May be a workaholic Indecisive May have a difficult time interpreting,

understanding, and acting on emotions. Often have difficulty expressing their own

emotions May experience low self-esteem and poor

self-confidence May have difficulty feeling empathy

LOW EI

Attribution theory behaviour of others - internal attributions,

such as personality traits. our own behaviour external attributions, such

as situational or environment. Actor/Observer Difference

We see ourselves as being less predictable, whilst others are assumed to be more one-dimensional, with less possible behaviours.

Stereotypes

EI CAN BE DEVELOPED

HOW TO IMPROVE YOUR EMOTIONAL INTELLIGENCE

Take a minute during the day to check in with yourself Attune to your feelings Recognise your emotion Assess behaviour Self honesty Don’t rationalise

2. LISTEN AND OBSERVE

3. REFLECT ON EMOTIONAL LEARNING

4. CONTROL YOUR EMOTIONS BY LOOKING AHEAD

“Your anger, depression, spite, or despair, so seemingly real and important right now; where will they have gone in a month, a week, or even a moment?”

5. CHANGE YOUR MOOD

6. BECOME WISER

7. LISTEN TO YOUR BODY

8. ASK SOMEONE ELSE

9. ONLY FOCUS ON WHAT YOU CAN CONTROL

10. DISCOVER YOUR OWN LEVEL OF EMOTIONAL INTELLIGENCE

“I have learnt that people will forget what you said, people will forget what you did, but people will never forget how you made them feel”

Maya Angelou