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Emotional Intelligence
The Number One Predictor of Success
Northeast Supply Chain Conference
September 20, 2005
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Questions
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Why hire for Emotional Intelligence?
What does EI look like?
How do you discover EI in an interview?
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The Seven Deadly Hiring Sins
1.
2.
3.
4.
5.
6.
No prep – not really looking for anything
No coordination – multiple random interviews
Asking the wrong questions
Talking instead of listening
Hiring yourself (same type)
Hiring your “granfalloons”
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7.
A proud and meaningless association of human beings
Eagles, golfers, basketball fans
Looking for the wrong stuff
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The worst sin
Harvard schmarvard (The brain trap)
Falling in love with experience
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So what should we look for?
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Goleman’s first EI study
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EI predicts 90% of success
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181 positions in 121 companies worldwide
Only one non-EI trait predicted success
Pattern recognition
 No other technical or analytical trait was predictive
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For scientists and engineers, analytical
thinking ranks third in importance
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A sampling of other EI studies
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Center for Creative Leadership
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Egon Zehnder (515 executives)
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EI predicts success far more than IQ or relevant experience
Hay/McBer study of IBM hires
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“Deficits in emotional competence are the primary cause for
executive “derailments”
Computer sales reps hired on EI basis 90% more likely to
successfully complete their training than those hired on IQ or
experience
Multi-national consulting firm
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High EI consultants delivered $1.2 million more profit per
account
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“Things go better” with EI
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Large beverage firm
50% of division presidents out in 2 years
for poor performance
Shifted to EI hiring
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6% out in 2 years
87% performed in top third
Beat targets by 15-20%
Others under-performed by 20%
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Value of Emotional Intelligence
Job Complexity
Low
(Clerks, machine operators)
Medium
(Sales clerks, mechanics)
High
(Doctors, consultants)
Impact of EI
High EI 3 times
more productive
than low EI
High EI 12 times
more productive
than low EI
High EI 127 times
more productive than
low EI
Source: Hay/McBer Study
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Hiring formulas
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IQ + Experience = Risk
IQ + Experience + Talent + EI = A+
EI > (Talent + Experience + IQ) X2
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Why hire for EI?
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What does
EI look like?
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Acknowledgement

The EI model and competencies are the
work of Daniel Goleman, Rick Boyartis,
and The Hay Group
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So what does Emotional
Intelligence look like?
Personal
Competence
Social
Competence
Awareness
Self-Awareness
Knowing one’s internal
states, preferences,
resources, and intuitions
Social Awareness
Awareness of others
feelings, needs or
concerns
Actions
Self-Management
Managing one’s internal
states, impulses, and
resources
Relationship
Management
Adeptness at inducing
desirable responses in
others
Source: Daniel Goleman & Hay Group
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Let’s Go
Deeper
(From 4 to 18)
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Emotional Competence
Framework
Personal
Competence
Social
Competence
Self-Awareness
Awareness
• Self-Confidence
• Accurate Self-Assessment
• Emotional Self-Awareness
Actions
Source: Daniel Goleman & Hay Group
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Self-Awareness definitions
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Self-Awareness
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Self-Confidence
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A strong sense of one’s self-worth and capabilities
Accurate Self-Assessment
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Knowing one’s internal states, preferences,
resources, and intuitions
Knowing one’s strengths and limits
Emotional Self-Awareness
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Recognizing one’s emotions and their effects
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Emotional Competence
Framework
Personal
Competence
Social
Competence
Self-Awareness
Awareness
• Self-Confidence
• Accurate Self-Assessment
• Emotional Self-Awareness
Self-Management
•
Emotional Self-Control
Actions
Source: Daniel Goleman & Hay Group
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The Stanford
Marshmallow
Experiment
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Emotional Competence
Framework
Personal
Competence
Social
Competence
Self-Awareness
Awareness
• Self-Confidence
• Accurate Self-Assessment
• Emotional Self-Awareness
Self-Management
•
•
Actions
•
Emotional Self-Control
Transparency or
Adaptability
Achievement or
Initiative or
Optimism
Source: Daniel Goleman & Hay Group
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Self-Management definitions
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Self-Management
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Emotional self-control (mandatory)
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Striving to improve or meet a standard of excellence
Initiative
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Flexibility in handling change
Achievement
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Maintaining standards of honesty and integrity
Adaptability
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Keeping disruptive emotions and impulses in check
Transparency
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Managing one’s internal states, impulses, and resources
Readiness to act on opportunities
Optimism
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Persistence in pursuing goals despite obstacles and setbacks
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Emotional Competence
Framework
Awareness
Personal
Competence
Social
Competence
Self-Awareness
Social Awareness
• Self-Confidence
• Accurate Self-Assessment
• Emotional Self-Awareness
• Empathy
• Organizational Awareness or
Service Orientation
Self-Management
•
•
Actions
•
Emotional Self-Control
Transparency or
Adaptability
Achievement or
Initiative or
Optimism
Source: Daniel Goleman & Hay Group
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Social Awareness definitions
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Social Awareness
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Empathy (mandatory)
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Sensing others’ feelings and perspectives, and taking
an active interest in their concerns
Organizational Awareness
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Awareness of others feelings, needs or concerns
Reading a group’s emotional currents and power
relationships
Service Orientation
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Anticipating, recognizing, and meeting customers’
needs
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Emotional Competence
Framework
Awareness
Personal
Competence
Social
Competence
Self-Awareness
Social Awareness
• Self-Confidence
• Accurate Self-Assessment
• Emotional Self-Awareness
Self-Management
•
•
Actions
•
Emotional Self-Control
Transparency or
Adaptability
Achievement or
Initiative or
Optimism
• Empathy
• Organizational Awareness or
Service Orientation
Relationship Management
• Influence
• Developing Others or
Inspirational Leadership or
Change Catalyst
• Conflict Management or
Teamwork & Collaboration
Source: Daniel Goleman & Hay Group
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Relationship Management
definitions
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Relationship Management
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Influence (mandatory)
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Initiating or managing change
Conflict Management
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Inspiring and guiding individuals and groups
Change Catalyst
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Sensing others’ development needs and bolstering their abilities
Inspirational Leadership
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Having impact on others
Developing Others
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Adeptness at inducing desirable responses in others
Negotiating and resolving disagreements
Teamwork & Collaboration
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Working with others towards shared goals
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Emotional Competence
Framework
Awareness
Personal
Competence
Social
Competence
Self-Awareness
Social Awareness
• Self-Confidence
• Accurate Self-Assessment
• Emotional Self-Awareness
Self-Management
•
•
Actions
•
Emotional Self-Control
Transparency or
Adaptability
Achievement or
Initiative or
Optimism
• Empathy
• Organizational Awareness or
Service Orientation
Relationship Management
• Influence
• Developing Others or
Inspirational Leadership or
Change Catalyst
• Conflict Management or
Teamwork & Collaboration
Source: Daniel Goleman & Hay Group
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What does EI look like?
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Four areas
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Self-Awareness
Self-Management
Social Awareness
Relationship Management
18 specific competencies
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How do you
discover EI
in an interview?
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Two words about research
1.
Respondent research
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Way too much marketing research
You ask about explicit subject that interests
you
They think
They respond
Predicts??
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Two words about research
2.
Operant research
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Subject does not know what is wanted
You ask open question and listen for what
interests you
Predicts???
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So how do we discover this stuff?
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By asking the right questions
Poor questions
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Telegraph questions
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____ is very important to us. Tell me about how
you have ______
Any question that doesn’t require specific
examples in the answer (always probe)
Yes or no questions
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Great interviewing in 2 steps
Step One
Ask a great,
open-ended question
Step Two
Use these babies
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A few of 44 questions
1.
2.
3.
4.
5.
6.
7.
8.
9.
When and how did you discover your strengths and weaknesses?
How are you similar to each of your parents? How are you different?
If you had only one word to describe yourself, what would it be? Why is
that your word?
What has been the highest pressure situation you’ve faced in recent
years? How did you cope with it?
Tell me how you worked with someone you found to be difficult?
What do different team members need from you in your job? How do
you do on those things?
What skills do you think the manager of the future will need?
Tell me how you handled a situation in which you had a major
disagreement with someone?
What do you do when you know someone has a problem with you?
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Embrace a certain level of
incompetence
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“Hell, the
fall will kill
you!”
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Building an Interview Brief
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What is it?
1.
2.
An agreed upon set of competencies you
are looking for
A set of questions you want to use
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Emotional Competence
Framework
Awareness
Personal
Competence
Social
Competence
Self-Awareness
Social Awareness
• Self-Confidence
• Accurate Self-Assessment
• Emotional Self-Awareness
Self-Management
•
•
Actions
•
Emotional Self-Control
Transparency or
Adaptability
Achievement or
Initiative or
Optimism
• Empathy
• Organizational Awareness or
Service Orientation
Relationship Management
• Influence
• Developing Others or
Inspirational Leadership or
Change Catalyst
• Conflict Management or
Teamwork & Collaboration
Source: Daniel Goleman & Hay Group
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A better interview process
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Brain Structure
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Beware of your brain
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A better interview process
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Build a brief for the hire
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Circulate the brief to all interviewers
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Hiring group is responsible
Not HR
Identify interview “experts” for your department
Heart of the process 4 45-60 minute EI
interviews
Feedback reports to HR by end of business
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Open Question interview
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Warm up question
Work history question
Job performance question
Set of specific questions chosen to elicit
emotional competencies
Invite their questions
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Remember
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EI > (Brains + Experience + Talent) x 2
Learn the 18 competencies
Discover EI in others with the right
questions
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Copyright 2005-Bink Inc.