business case for emotional intelligence
TRANSCRIPT
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
