1. Emotional Intelligence – Getting Behind the Buzzwords

2. Questions we’ll consider today Do we have a common understanding of what EI is and is not? What are the controversies around the concept? Can we make a strong, evidence-based business case for a focus on EI? What tools exist to help us assess EI and what are their strengths and weaknesses? How do we help clients develop and improve EI competencies? Do we already have tried and tested techniques, such as resilience, mindfulness etc.?

3. Your Definitions of EI?

4. What is Emotional Intelligence? Self Awareness Recognise and understand your emotions, assess your strengths and limitations, self-confidence Self Management Manage and express your emotions and use your awareness of them to inform your choices. Informs flexibility, adaptability, initiative and impulse control. Social Awareness Identify the emotions of other people. Learn to read them and understand their perspective. Empathy. Relationship Management Use emotional awareness of yourself and others to develop rapport and effective relationships. Leadership, influence, conflict management... Emotional Intelligence Personal Attributes Social Attributes

5. Daniel Goleman “Understanding one’s own feelings, empathy for the feelings of others, and regulation of emotion in a way that enhances living” Goleman (1995) Originally 5 domains, simplified to 4 with 18 competencies / capabilities: Self-awareness: emotional self-awareness, accurate self- assessment, self-confidence Self management: emotional self-control, transparency, adaptability, achievement, initiative, optimism Social awareness: empathy, organizational awareness, service Relationship management: inspirational leadership, influence, developing others, change catalyst, conflict management, buldling bonds, teamwork

6. But … Many academics / researchers argue the term Emotional Intelligence as defined by Goleman and other is used to cover too many things: e.g. Bar-on (1997) “An array of non- cognitive capabilities, competencies and skills that influence one’s ability to succeed in coping with environmental demands and pressures” Compared to original definition of Salovey & Mayer (1990): “The ability to monitor one’s own and other’s feelings and emotions, to discriminate among them and to use the information to guide one’s thinking and actions” How do you decide whether “something ought or ought not to be called emotional intelligence” (Locke, 2005)?

7. Ability v Trait EI Trait EI = behavioural dispositions and self- perceived abilities; measured through self-report; related to personality but not to ability factors. Ability EI = actual abilities; measured with maximum performance tests; related to cognitive intelligence, and correlate with some personality factors. (Petrides and Furnham, 2001)

8. Does EI Matter?

9. e.g. www.talentsmart.com

10. But … Some of the studies such claims are based on didn’t control for general intelligence or other personality factors: O’Boyle et al (2011) met-analysis r = 0.3 between trait EI and job performance i.e. 9% variance (similar to most meta-analyses for relationship between personality and job performance) Harms & Crede (2010) p = 0.56 between EI and transformational leadership if same person rating, but only p = 0.12 if different people rating

11. The business case for Emotional Intelligence

12. EQ Assessment & Development Impacts the bottom line across the business Emotional Intelligence Recruitment & selection Increased sales Enhanced Leadership ability Improved team performance Improved decision making Reduced staff turnover Increased personal well-being

13. Results Lost time accidents reduced by 50% Formal grievances reduced from 15 to 3 per year Plant exceeded productivity goals by $250,000 Manufacturing plant supervisors trained in EI

14. Results High EQ managers had: Higher guest satisfaction Lower staff turnover 34% greater profit growth Whitbread group assessed restaurant managers’ EQ

15. Results EI trained Financial Advisors: – Increased business by 18.1% compared to 16.2% in control group EI Leadership Training programme – Smoother transition to leadership role – Reduced training costs – Improved leadership performance American Express EI training

16. USA Air Force Programme Assessed EI competencies of top recruiters Used for hiring & training Results 92% increase in recruiter retention $2.7 training cost saving in first year alone Increased recruiter productivity

17. Debt Collection Agency Programme Assessed least & most successful agents Identify “right mix” e.g. empathy & impulse control (low in high achievers) Results 100% vs 47% of quotas New hires based on EQ-I model – 163% of objectives in year 1 Low performers with EI training up to 80% in 3 months

18. Measuring EI

19. Considerations for using EI Assessment Tools Assess organisation’s & individual’s needs Know what outcomes you want Not all jobs need high EI scores across all competencies Choose EI tool that complements other measures Administer & de-brief by certified professional Help people clearly interpret & apply results to their work Integrate with development plans Evaluate progress / results

20. Measurement Tools Ability measures Various measures of specific abilities e.g. JACBART (Japanese And Caucasian Brief Affect Recognition Test) MSCEIT or MEIS (longer, older) for whole model Trait measures SREIT 33 item (Self-Report Emotional Intelligence Test, Schutte et al 1998) MEIA 118 item (Multi-dimensional Emotional Intelligence Assessment, Tette et al 2005) TEIQue 153 items (Trait Emotional Intelligence Questionnaire, Petrides 2009) Emotional Intelligence Profile (www.jcaglobal.com) EQi

21. EQ-i 2.0 - Bar-On Emotional Quotient Inventory Self Perception – Self-regard – Self Actualisation – Emotional Self-Awareness Self-Expression – Emotional Expression – Assertiveness – Independence Interpersonal – Interpersonal Relationships – Empathy – Social Responsibility Decision Making – Problem Solving – Reality Testing – Impulse Control Stress Management – Flexibility – Stress Tolerance – Optimism Workplace, Leadership, Group & 360 o Reports Client & Coach versions

22. Your techniques to help others improve their EI?

23. What is Emotional Intelligence? Self Awareness Recognise and understand your emotions, assess your strengths and limitations, self-confidence Self Management Manage and express your emotions and use your awareness of them to inform your choices. Informs flexibility, adaptability, initiative and impulse control. Social Awareness Identify the emotions of other people. Learn to read them and understand their perspective. Empathy. Relationship Management Use emotional awareness of yourself and others to develop rapport and effective relationships. Leadership, influence, conflict management... Emotional Intelligence Personal Attributes Social Attributes

24. Self Awareness Aim – Know yourself as you really are Strategies – Don’t label your feelings as “good” or “bad” – Recognise the effect your emotions have on other people – Learn to “sit with” your emotional discomfort not avoid it – Feel your emotions physically – Recognise who & what pushes your buttons – Keep a journal about your emotions – Be aware of your good and bad moods and don’t let them influence your actions – Ask yourself why you feel, think, do … the way you do – Know your values – Check-in with yourself – Use books, movies, music to help you recognise emotions – Ask for feedback – Get to know yourself under stress Ref: Emotional Intelligence 2.0-Bradberry & Greaves

25. Self Management Aim – Manage and express your emotions and use your awareness of them to inform your choices. Strategies – Learn to breathe properly – Create an emotion vs reason list when making decisions – Count to 10 – Sleep on it – Learn from other skilled self-managers – Smile & laugh more – Take control of your self-talk – Visualise yourself succeeding – Develop good sleep habits – Focus on your possibilities rather than limitations – Speak to someone who isn't emotionally invested in the problem – Schedule time to mentally recharge Ref: Emotional Intelligence 2.0-Bradberry & Greaves

26. Social Awareness Aim – Identify emotions of other people. Learn to read them and understand their perspective Strategies – Greet people by their name – Watch their body language – Appropriate timing – Don’t take notes at meetings – watch people – Be socially present. Don’t interrupt or be framing your reply /question – Live in the moment – be child-like – Go on a 15-minute tour – Really listen with your “full” attention – Understand different cultures – Don’t assume… ask – check your understanding – Step into their shoes – Emotions are contagious – catch the mood of the room Ref: Emotional Intelligence 2.0-Bradberry & Greaves

27. Relationship Management Aim – Build & maintain effective relationships Strategies – Be open & curious – Explore & enhance your natural communication style – Avoid giving mixed signals – match tone & body language – Little things “pack a punch” – say please & thanks you – Learn how to take feedback well – Make your feedback direct & constructive – Work on building trust – Don’t avoid problem situations – learn from them – Acknowledge the other person’s feelings – Complement the other person’s emotion – When you care, show it – Explain your decisions – don’t just make them – Align your intentions with your impact Ref: Emotional Intelligence 2.0-Bradberry & Greaves

28. Any other questions?