Emotional Intelligence
Dave Taylor - Sept 99
A review of “Working with
Emotional Intelligence” by
Daniel Goleman
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Who Cares?

Schools

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“empathy, perspective taking, rapport, and cooperation” are among
the competencies the school is looking for in those who apply
- Jill Fadule, director of admissions, Harvard Business School
Corporations

“A 1997 survey of benchmark practices among major corporations,
done by the American Society for Training and Development,
found that four out of five companies are trying to promote
emotional intelligence in their employees through training and
development, when evaluating performance, and in hiring.”
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Product and Services Success

Innovation

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“market forces appear to be the primary influence on innovation.
From 60 to 80 percent of important innovations in a large number of
fields have been in response to market demands and needs.
- James M. Utterback - MIT
Success…

“…the introduction of 224 new electronics products - half successes
and half failures - [it was] found that the key success factor was the
development team’s interaction with the customer. Very few
innovations emerge because someone in the organization says,
‘Aha, maybe we can find a user for this technical idea’.”
- Modesto Marquis - University of Miami
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What about IQ?

Emotional Intelligence comes out on top

“a study of Harvard graduates in the fields of law, medicine,
teaching, and business found that scores on entrance exams - a
surrogate for IQ - had zero or negative correlation with their
eventual career success.”
- Daniel Goleman.
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Anger? Who, me?

Be remembered well


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We are most often remembered for our ability, or lack of ability, to
handle adversity. When we handle it well, we are remembered
well.
What kind of person are you when you’re angry? People tend to
remember that most.
So, what is Emotional Intelligence?….
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What is Emotional Intelligence?

Emotional self-awareness

These are skills!
They’re learned
behaviours, NOT
genetic!

Achievement


Scanning the environment for crucial data and
opportunities for enterprise
Adaptability


Getting a reading of the emotional climate as it impacts
performance
Flexibility in the face of challenges or obstacles
Self-control

Performing effectively under pressure rather than
reacting out of panic, anger, or alarm
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What is Emotional Intelligence?

Integrity

There are NO
“right” answers!
Only “better”
answers!

Optimism


Resilience in the face of setbacks
Empathy


The reliability that breeds trust
Understanding the feelings and perspective of others,
whether clients and customers or internal constituencies
Leveraging diversity

Utilizing differences as opportunities
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What is Emotional Intelligence?

Political awareness

Improvement
only comes with
cycles of effort
and feedback.

Influence


Understanding salient economic, political, and social
trends
Adeptness at persuasion strategies
Building bonds

The strength of personal links between far-flung people
and parts of an organization
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What is Emotional Intelligence?
Different jobs make differing competence demands!
But ALL jobs benefit from Emotional Intelligence!
Technical
Knowledge
Competency
Emotional
Intelligence
New Grad
Middle Manager
CEO
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Personal Competence - how we manage ourselves
Self Awareness
Knowing one’s internal states, preferences,
resources, and intuitions
 Emotional awareness


Accurate self-assessment


Recognizing one’s emotions and their effects
Knowing one’s strengths and limits
Self-confidence

A strong sense of one’s self-worth and capabilities
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Personal Competence - how we manage ourselves
Self Regulation
Managing one’s internal states, impulses, and resources

Self-Control


Trustworthiness


Taking responsibility for personal performance
Adaptability


Maintaining standards of honesty and integrity
Conscientiousness


Keeping disruptive emotions and impulses in check
Flexibility in handling change
Innovation

Being comfortable with novel ideas, approaches, and new information
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Personal Competence - how we manage ourselves
Motivation
Emotional tendencies that guide or facilitate reaching
goals

Achievement drive


Commitment


Aligning with the goals of the group or organization
Initiative


Striving to improve or meet a standard of excellence
Readiness to act on opportunities
Optimism

Persistence in pursuing goals despite obstacles and setbacks
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Social Competence - how we handle relationships
Empathy
Awareness of others’ feelings, needs, and concerns

Understanding others


Developing others


Anticipating, recognizing, and meeting customers’ needs
Leveraging diversity


Sensing others’ development needs and bolstering their abilities
Service orientation


Sensing others’ feelings and perspectives, and taking an active interest in
their concerns
Cultivating opportunities through different kinds of people
Political awareness

Reading a group’s emotional currents and power relationships
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Social Competence - how we handle relationships
Social Skills
Adeptness at inducing desirable responses in others

Influence: Wielding effective tactics for persuasion

Communication: Listening openly and sending convincing messages

Conflict management: Negotiating and resolving disagreements

Leadership: Inspiring and guiding individuals and groups

Change catalyst: Initiating or managing change

Building bonds: Nurturing instrumental relationships

Collaboration and cooperation: Working with others toward shared goals

Team capabilities: Creating group synergy in pursuing collective goals
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Emotional Intelligence
What’s next?!?






Assess job demands
Assess yourself
Career development planning
Personal objective setting
Practice, practice, practice,…and ongoing tracking
Feedback cycles - solicit and provide feedback



Giving and receiving feedback are skills well worth developing
Coaching, mentoring, and teamwork - buddy net
Stick to your guns, even in the face of objections
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