1. Office of the Auditor General of Canada Emotional Intelligence at Work for the Financial Management Institute June 1, 2009 Facilitated by: Laurie Rose

2. Office of the Auditor General of Canada Session Objectives Understand the general concept of emotional intelligence and why it matters Know the four components of emotional intelligence and their associated competencies Understand how emotion physically manifests itself in people Have tips for managing themselves and their relationships with others

3. Office of the Auditor General of Canada So, what is emotional intelligence?

4. Office of the Auditor General of Canada Definition The capacity to get optimal results from your relationships with yourself and others. (6 Seconds EI Network)

5. Office of the Auditor General of Canada Emotional Intelligence is not: Aptitude Achievement Personality Necessarily being nice to people Wearing your emotions on your sleeve A “woman’s touch” Something you’ve got or you don’t

6. Office of the Auditor General of Canada The difference between a top and average performer is: 1/3 due to technical skills and cognitive ability 2/3 due to emotional competence

7. Office of the Auditor General of Canada Higher levels of emotional intelligence are associated with better performance in the following areas: Participative management Putting people at ease Self-awareness Balance between personal life and work Straightforwardness and composure Building and mending relationships Doing whatever it takes Decisiveness Confronting employee problems Change management

8. Office of the Auditor General of Canada ei

9. Office of the Auditor General of Canada Tuning In To Your Self Why bother???

10. Office of the Auditor General of Canada Choice begins the moment you become present … Eckhart Tolle, The Power of NOW

11. Office of the Auditor General of Canada Emotions are not good or bad. They just are.

12. Office of the Auditor General of Canada Self Management Self Control Adaptability

13. Office of the Auditor General of Canada GAP SITUATIONRESPONSE

14. Office of the Auditor General of Canada Amygdala Hijacking 1. A trigger 2. An instant reaction 3. A strong emotion 4. A subsequent feeling of regret

15. Office of the Auditor General of Canada Being Proactive Watch yourself Find a model Notice the signals Short circuit the hijack

16. Office of the Auditor General of Canada Stop! Acknowledge and feel the emotion rather than denying or minimizing it. Calm down. Think before you act. Go! Pick your best alternative. Guide or channel the emotional energy into an appropriate, constructive response. Choice Point - Listen to the information or feedback the emotion is giving you. Think of all the things you could do and the consequences of each.

17. Office of the Auditor General of Canada Self Talk

18. Office of the Auditor General of Canada Areas we can control Areas we can influence Areas we can neither control nor influence Circle Of Influence (S. Covey, 7 Habits of Highly Effective People)

19. Office of the Auditor General of Canada Tuning In To The Other Person Empathy / Empathie Service Orientation / Souci de service a la clientèle Écoute des autres

20. Office of the Auditor General of Canada Negative Listening Patterns The Faker The Interrupter The Intellectual or Logical Listener The Happy Hooker The Rebuttal Maker The Advice Giver 50 Activities for Developing Emotional Intelligence

21. Office of the Auditor General of Canada Me, My Emotions & Their Impact

22. Office of the Auditor General of Canada Relationship Management Influence Conflict Management Teamwork and Collaboration

23. Office of the Auditor General of Canada Communicating from the Heart Hear and understand me Even if you disagree, please don’t make me wrong Acknowledge the greatness in me Remember to look for my good intentions Tell me the truth with compassion (Copyright 2001 Steve Goodier, Publisher of Your Life Support System)

24. Office of the Auditor General of Canada Top 10 Suggestions for Developing Emotional Intelligence 1. Label your feelings rather than labeling people or situations. 2. Distinguish between thoughts and feelings. 3. Take more responsibility for your feelings. 4. Use your feelings to help make decisions. 5. Show respect for other people’s feelings. 6. Feel energized, not angry. 7. Validate other people’s feelings. 8. Practice getting a positive value from their/your emotions. 9. Don’t advise, command, control, criticize, judge or lecture to others. 10. Avoid people who invalidate you.

25. Office of the Auditor General of Canada Questions?