1. EMOTIONAL INTELLIGENCE How to Use Emotional Intelligence to Get Results Dr. Martin Armstrong, CPP, MBA, DBA

2. Intellectual Intelligence Ability to: ▫Learn about ▫Learn from ▫Understand ▫Interact

3. Adaptability to a new or changing environment Capacity for knowledge and the ability to acquire it Capacity for reason and abstract thought Ability to comprehend relationships Ability to evaluate and judge Capacity for original and productive thought 3 Intellectual Intelligence

4. 4 Emotional Intelligence Defined as… The ability, capacity, skill or a self-perceived ability to identify, assess, and manage the emotions of one’s self, of others, and of groups.  Self-Awareness  Self-Management  Social Awareness  Relationship Management Emotional Intelligence 2.0 - Bradberry & Greaves, 2009

5. What is Emotional Intelligence? 5

6. Self- Awareness Self- Management Social Awareness Relationship Management Personal Social 6

7. Personality IQ EI 7

8. Information enters here I “feel” here I think rationally here 8

9. Self-Awareness Strategies Ask yourself: ▫What am I feeling? ▫Why am I feeling it? Keep a journal or log Reflect on your behaviors Know your triggers Seek feedback 9

10. Self-Management Strategies The ABC’s of Life A – Activating event B – Belief about the activating event C – Consequential emotional response 10

11. Beliefs “My director believes in me” “My director is trying to ruin my life!” 11

12. Self-Defeating Beliefs Add D ▫Dispute our thinking ▫Replace self-defeating, irrational beliefs with rational logical beliefs 12

13. Self-Management Strategies Choose your battles Mix pleasantness with anger Realign your expectations Speak to someone that is not emotionally invested Recognize the irrationality of worry 13

14. Self-Management Strategies Ask anxiety inventory questions ▫What is going on here? ▫What’s the worst thing that could happen? ▫How likely is that? ▫Is it in or out of my control? ▫Is there anything I can do? 14

15. Social Awareness Strategies Greet people by name Notice things about people Watch body language and tone Listen Step into their shoes Seek the whole picture Pay attention to the mood in the room 15

16. Relationship Strategies Be open and curious Acknowledge other people’s feelings Have an “open door” policy Explain your decisions Tackle a tough conversation Take feedback & give constructive criticism 16

17. Putting People at Ease Make everyone feel like they belong Portray positive emotions Make people feel comfortable 17

18. Balance Work and Life 18

19. The Johari Window 19

20. Difficult Conversations Personal Inventory Self Awareness Take an inventory of your state of mind Self Management Plan for your triggers of frustration and anger 20

21. Difficult Conversations Social Inventory Social Awareness Determine the emotional level of the team member Relationship Management Address problems directly with an open ear 21

22. Dealing With People You Can’t Stand 1.Do nothing 2.Vote with your feet 3.Change your attitude 4.Change your behavior 22

23. The 10 Most Unwanted List The Tank ▫Your Goal: Command Respect 23

24. The 10 Most Unwanted List The Sniper ▫Your Goal: Bring the Sniper Out of Hiding 24

25. The 10 Most Unwanted List The Know-It-All ▫Your Goal: Open their mind to new information and ideas 25

26. The 10 Most Unwanted List The Think-They-Know-It-All ▫Your Goal: Give his/her bad ideas the hook 26

27. The 10 Most Unwanted List The Grenade ▫Your Goal: Take control of the situation 27

28. The 10 Most Unwanted List The Yes Person ▫Your Goal: Get commitments you can count on 28

29. The 10 Most Unwanted List The Maybe Person ▫Your Goal: Help them learn to think decisively 29

30. The 10 Most Unwanted List The Nothing Person ▫Your Goal: Persuade the Nothing Person to talk 30

31. The 10 Most Unwanted List The No Person ▫Your Goal: Transition to Problem Solving 31

32. The 10 Most Unwanted List The Whiner ▫Your Goal: Form a Problem-Solving Alliance 32

33. Emotional Intelligence Emotional Intelligence is a highly flexible skill Individuals need to develop an active awareness of their emotions and appropriately manage their behaviors Individuals with high emotional intelligence carry a heightened awareness of other’s emotions and use this knowledge to build positive social relationships Effective leaders exhibit behaviors that correspond to high-levels of emotional intelligence

34. 34 What Drives You?

35. - NO Regrets

36. THANK YOU CONTACT INFORMATION Dr. Martin Armstrong – 704.731.1715 martin.armstrong@twcable.com 36