business case for emotional intelligence

The Business Case for Emotional Intelligence

Linda McCarrin & Associates, LLC

Tip of the Iceberg

Unconscious ProcessAs you see, however our EQ lies deep below the surface, our surface.

What that means to us is that our lives are filled with things of which we are unaware.

That’s where EI comes in!

Unconscious Process

Initially we couldn’t see all the squares

In black & white right in front of us

This suggests…What aren’t you “seeing” in your own life?

Bill Gates’ Social Intelligence faux pas?

Warm or too casual?

Just What Is Emotional Intelligence?

Adage: Because of their IQ a person is likely to get a job

Because of their EQ/EI…they are likely to get the raise! The corner office or become the CEO.

Daniel Goleman’s “Emotional Intelligence, Why it can matter more than IQ” Chapter 10 – page 149

The Emotional Intelligence Hierarchy

The 5 Domains of “EI”

Knowing your emotions: Do you know what you are feeling? How do they affect your thoughts & behaviors?

Managing Your Emotions: Control impulsive feelings & behaviors; healthy management

Motivating Your Self: Ability to take initiative, follow through, adapt to change

Recognize others’ Emotions: Pick up on emotional cues, socially adept, recognize dynamics in a group or organization

Manage Relationships: Communicate clearly, teamwork, manage conflicts

A + R + M Yourself with Empathy

A - Self-AWARENESSR – Self-REGULATIONM – Self-MOTIVATIONEmpathy Great Relationships Good News is…EI is not static like our IQ

Can be learned, extended, for life

What contributes to a Lack of EI?

Our “Way of Being” or “Default Mode” gets in the way

We all have one.Not right or wrong…good or bad…just

“is.”Example:

Owner/Manager/CEO of a company is precise, analytical, has a taskmaster mentality at work…

Apply the same “MO” at home doesn’t always work ~ partner/children want an interactive relationship

Parts of Us – The Parts Theory

We have different “parts” of our self that take over depending on what we experience.

Some of these parts are learned from the past.Our brain doesn’t know the difference between

a real event or a possible threat. It depends on “old file folders” for information.

The Case of the Hijacked Amygdala

Science says that our brain takes in an event & on the way to processing it, the emotion can get “hijacked.”

As a result we can become: Reactive Judgmental Defensive Commanding Speaking loudly/ interrupting Controlling / Directive behavior

Brain Chemistry 101

The chemicals causing our amygdala to be “hijacked” lasts 4 hours.

It is in “protective mode”The degree of the hijacking…

Traffic a little crazy – we are less clear headed Email sent to you…You press “Send.” What’s Your Trigger? = Self Awareness

I get “relative” triggers”…moves me toward an ineffective default mode

How We Communicate ( or don’t)

7% - Verbal – Words – Phrases – Content38% - Vocal – Tone – Emphasis55% - Visual – Body Language

“Nonverbal communication contributes to a high %age of impressions that people form. Where we form first impressions, nonverbal codes are far more influential than verbal codes. Albert Mehrabian

Rule of 7% - 38% - 55%

VERBAL: “I don’t agree with that.”

VOCAL: “I don’t AGREE with that!”

VISUAL:

Do You Know “Miss” Interpretation?

All have experiences where we mistook something someone said, did, didn’t say/do

Communication Model shows:Something happenedHow I interpreted it or rather…misinterpreted itWhere Breakdown occursOutside of “My Story” = Possibilities

Cycle of Misinterpretation

Impact of EI in Business – L’Oreal

• L’Oreal agents –• Newer model

emotional competencies

• $91,370 more• Net revenue

increase of $2,558,360.

• 63% less turnover during 1st year

L’Oreal AgentsOlder model$91,370 less soldLess net revenueMore turnover

Impact of EI in Business – Taco Bell

• In 1990 Taco Bell wanted to open 1000’s of new locations.

• Didn’t have enough managers

• Train 1000’s of entry level workers on how to manage themselves.

• Training helped more tenured entry level employees within each store to hire, train, & supervise new employees

Impact of EI in Business - MetLife

• At Met Life, a group of job candidates were hired who had failed the normal screening process but had scored high on a measure of optimism.

• They outsold a group of pessimists by 21% the first year and 57% the second year. They even outsold average agents by 27%.

The Real Deal!

Human EmotionsAngerSadnessFearSorrowFrustrationDisappointmentWorryEmbarrassmentEnvy

Emotional BlocksBlameDepressionAnxiety IndifferenceJudgment IndecisionProcrastinationPerfectionismResentment / Jealousy

Emotional Intelligence Scenarios

Read the four scenarios to determine which answer would be the most “Emotionally Intelligent.”

Note: One of them have two possible answers

Managing Your Emotions

Understand why we have emotions…Signals!

Grant yourself “The Permission Piece”

Use “I” statements

Use the IDF Model

Practice the “Art of Listening FOR Someone

A Quick Self-Assessment

Right Time?

Right Place?

Right Intensity?

How Intense am I?

How Frequent?

What’s the Duration?

KEY COMPONENTS

WILLINGNESS TO TRUST & BE TRUSTWORTHY

GREAT LISTENING SKILLS WILLINGNESS TO CHANGE GIVE UP THE EGO…

EDGING GREATNESS OUT

Which ones are you more likely to embrace?

Resources

“Something Happened On The Way To My Life” -Chapter 1 Celebration of Life ~ Inspiration for Women

What’s Your Default Mode? Article – Linda McCarrin “Listening…an Art Form - Article - Linda McCarrin Emotional Intelligence - Daniel Goleman Working with Emotional Intelligence - Daniel Goleman ZeroRisk HR – Mike Poskey – Dallas, Texas The Four Agreements by Don Miguel Ruiz Journey Home To Your Self by Hu Dalconzo My Autobiography in V Short Chapters by Portia Nelson

708.253.5600counsel@lindamccarrin.com

www.lindamccarrin.com

Linda McCarrin & Associates, LLC