Increasing Performance Through Emotional Intelligence Group Project OLIT 561 – The Adult Learner Myra Herrmann Denny Lester Spring 2005

Empathy MotivationSelf-RegulationSelf Awareness Social Skills Feelings Expressions Control Emotional Intelligence Learning & Performance Domains Learning & Performance Domains Cognitive Affective Logic Physical Response Emotions Psychomotor Sources: Bloom, 1956, Salovey and Sluyter, 1997, Goleman, Values Beliefs

Emotional Intelligence Emotional Intelligence Framework Personal Competence Self- Regulation Social Competence Source: Goleman, Motivation Self- Awareness Emotional awareness Accurate self- assessment Self-confidence Social Skills Empathy How we manage ourselvesHow we handle relationships Self Control Conscientiousness Adaptability Commitment Initiative Optimism Understanding Others Service Orientation Leveraging Diversity Communication Conflict Management Collaboration & Cooperation

Emotional Intelligence Framework Personal Competence Self- Regulation Social Competence Source: Goleman, Motivation Self- Awareness Emotional awareness Accurate self- assessment Self-confidence Social Skills Empathy How we manage ourselvesHow we handle relationships Self Control Conscientiousness Adaptability Commitment Initiative Optimism Understanding Others Service Orientation Leveraging Diversity Communication Conflict Management Collaboration & Cooperation Emotional Intelligence

Emotional Intelligence Framework Personal Competence Self- Regulation Social Competence Source: Goleman, Motivation Self- Awareness Emotional awareness Accurate self- assessment Self-confidence Social Skills Empathy How we manage ourselvesHow we handle relationships Self Control Conscientiousness Adaptability Commitment Initiative Optimism Understanding Others Service Orientation Leveraging Diversity Communication Conflict Management Collaboration & Cooperation Emotional Intelligence

Emotional Intelligence Framework Personal Competence Self- Regulation Social Competence Source: Goleman, Motivation Self- Awareness Emotional awareness Accurate self- assessment Self-confidence Social Skills Empathy How we manage ourselvesHow we handle relationships Self Control Conscientiousness Adaptability Commitment Initiative Optimism Understanding Others Service Orientation Leveraging Diversity Communication Conflict Management Collaboration & Cooperation Emotional Intelligence

Emotional Intelligence Framework Personal Competence Self- Regulation Social Competence Source: Goleman, Motivation Self- Awareness Emotional awareness Accurate self- assessment Self-confidence Social Skills Empathy How we manage ourselvesHow we handle relationships Self Control Conscientiousness Adaptability Commitment Initiative Optimism Understanding Others Service Orientation Leveraging Diversity Communication Conflict Management Collaboration & Cooperation Emotional Intelligence

Emotional Intelligence Framework Personal Competence Self- Regulation Social Competence Source: Goleman, Motivation Self- Awareness Emotional awareness Accurate self- assessment Self-confidence Social Skills Empathy How we manage ourselvesHow we handle relationships Self Control Conscientiousness Adaptability Commitment Initiative Optimism Understanding Others Service Orientation Leveraging Diversity Communication Conflict Management Collaboration & Cooperation Emotional Intelligence

Research Studies Conscientiousness – Douglas, et al Adaptability – Connel & Travaglione, 2004 Leveraging Diversity – Herkenhoff, 2004

Interaction of Conscientiousness x Emotional Intelligence on Performance High - EI Low - EI | -1 SD+1 SD Conscientiousness Performance Scores 500 – 490 – 480 – 470 – 460 – 450 – Source: Douglas, et al. 2004

Adaptability Source: Connel & Travaglione, 2004

Emotion Eliciting Event Cultural Influences Awareness of Situation Emotional Feeling Action InterpretationResponse Culturally Tuning EI Source: Herkenhoff, 2004

Role Playing Exercise EDSeBreviate

Case Study Example Spanish VPNot a big deal. Germans are over reacting. Frustration Disdain Demonstrate control and power Miss meetings entirely. Complain to CEO. German sales team US CEO Spanish VP tardiness at meetings Emotional Feeling Interpretation ActionResponse Event Source: Herkenhoff, 2004

Case Study Example Spanish VPNot a big deal. Germans are over reacting. Frustration Disdain Demonstrate control and power Miss meetings entirely. Complain to CEO. German sales team He shows us no respect. He cannot manage. Disdain Feeling insulted Frustrated Angry Demonstrate Independence Start meetings without him. Ignore his directives. Complain to CEO. US CEO Spanish VP tardiness at meetings Emotional Feeling Interpretation ActionResponse Event Source: Herkenhoff, 2004

Case Study Example Spanish VPNot a big deal. Germans are over reacting. Frustration Disdain Demonstrate control and power Miss meetings entirely. Complain to CEO. German sales team He shows us no respect. He cannot manage. Disdain Feeling insulted Frustrated Angry Demonstrate Independence Start meetings without him. Ignore his directives. Complain to CEO. US CEOThese are troublesome employees who are taking up too much of my time and I am not sure why. Frustrated Confused Impatient Focus on other more important issues Ignore their phone calls Spanish VP tardiness at meetings Emotional Feeling Interpretation ActionResponse Event Source: Herkenhoff, 2004

Case Study Result Spanish VPBeing aware of inconveniencing others by his tardiness Trying harder to be on time Apologizing if late German sales teamNot taking it as a personal insult if the VP is late Giving positive feedback when the VP is on time US CEOEnjoying that everyone is getting along and that sales have increased 40% Answering phone calls from VP and sales team Spanish VP tardiness at meetings Emotional Feeling Interpretation ActionResponse Event Source: Herkenhoff, 2004

Emotional intelligence is a fairly new field of study Variations in definition and measurement result in questionable reliability and validity Emotional intelligence, a scholarly theory/discipline…or just another self-help, corporate fad? Emotional Intelligence - one piece of the performance puzzle.