8 The science of EI … Began in 1990 by Salovey & Mayer Emotional intelligence is "the ability to monitor one's own and others' feelings and emotions, to discriminate among them, and to use this information to guide one's thinking and action".“Mayer, Salovey, Caruso’s approach sets the gold standard.”- Dr. Catherine Daus & Dr. Neal Ashkanasy
9 Emotional intelligence theory 1IDENTIFY4MANAGE2USEUNDERSTAND3
10 Emotional Intelligence is: A hard skillA form of intelligenceWhereYou think about emotions, andEmotions help you think
11 Emotional Intelligence relates to: Greater empathy for othersMore positive behaviorsLess ‘negative’ behaviorsBetter quality social relationshipsEnhanced communicationSocial supportVision, charisma, teamwork …
12 Emotions have meaning and importance 1. Occurs due to a change in the environment2. Occurs automatically and quickly3. Changes attention and thought4. Certain physical feelings5. Motivates behaviorServes an adaptive function
13 Emotions drive relationships The primary function of emotion is to mobilize the organism to deal quickly with important interpersonal events.Events include: threats, attacks, alarms, courtships, social contact, isolation, greetings, appeasement, dominance, submission, and play.Robert Plutchik, psychologist
14 Emotions are universal … Darwin The expression of the emotions in man and animals (1872)
15 Emotions have universal meaning Happiness Gain something of valueSadness Lose something of valueSurprise Something is happeningAnger Blocked from getting somethingFear Possible threatDisgust Rules are violated
16 A common emotional language … English Deutsch Français Italiano EspagnolAfraidVerängstigtApeuréImpauritoAtemorizadoAngryÄrgerlichen colèreArrabbiatoEnfadadoHappyGlücklichHeureuxFeliceFelizSadTraurigTristeSurprisedÜberraschtSurprisSorpresoSorprendidoDisgustedEkelerfülltDégoûtéDisgustatoAsqueadoCalmRuhigCalmeCalmoCalmadoBoredGelangweiltEnnuyéAnnoiatoAburridoInterestedInteressiertIntéresséInteressatoInteresadoExcitedErregtExcitéEccitatoExcitado
17 But, there are individual and group differences Emotional sensitivity:- Ability to pick up emotional signals- Varies from person to personSpecific causes of emotions:- Can vary from person to person and across groups
19 Emotional Differences When we express these emotions:- Differs from culture to culture- These are called display rules
20 Emotional display rules Emotions expressed at work53%19%AngerHappiness
21 Do you know if you are emotionally intelligent?
22 Self-Report EI x MSCEIT Scores People are poor judges of their own intelligence and very poor judges of their emotional intelligenceSelf-Report EI x MSCEIT ScoresSelf-rated IQ versus IQ testsSelf-rated EI versus EI Ability test
23 Measuring EI: MSCEIT Mayer-Salovey-Caruso Emotional Intelligence Test MSCEIT is an IQ test for emotions
24 Objective EI Tests Have “right and wrong” answers Objectively scored Based on fact that emotions are data
25 Identify Emotions Anger Sadness Happiness Disgust Fear Surprise NonePerhapsPresentAngerSadnessHappinessDisgustFearSurprise
26 Your score: Anger Sadness Happiness Disgust Fear Surprise Perhaps NonePerhapsPresentAngerSadnessHappinessDisgustFearSurprise
27 Use EmotionsWhich emotion would be most useful to have someone agree to help you with a difficult and time-consuming project?AngerSadnessHappiness
28 Your score:Which emotion would be most useful to have someone agree to help you with a difficult and time-consuming project?AngerSadnessHappiness
29 ? Understand Emotions 1. A client feels frustrated. 2. Repeatedly asks you for information.3. He is getting annoyed.4. You ignore the request.5. The client will feel:DisgustAngerSadness?
30 Your score: 1. A client feels frustrated. 2. Repeatedly asks you for information.3. He is getting annoyed.4. You ignore the request.5. The client will feel:DisgustAngerSadness
31 Manage EmotionsThe client keeps asking for more and more information about the same product. How effective would each of these actions be in addressing client concerns?Not At AllA LittleA LotAddress each of the issues in order of their importance.Find out what is making the client anxious.Demonstrate that the concerns are unfounded.
32 Your score:The client keeps asking for more and more information about the same product. How effective would each of these actions be in addressing client concerns?Not At AllA LittleA LotAddress each of the issues in order of their importance.Find out what is making the client anxious.Demonstrate that the concerns are unfounded.
33 Applying Your EI High EI: apply your abilities Low EI: Develop Compensate
35 Identify Emotions Identify emotions in self and others Express emotions accurately
36 Identify Emotions We often don't share feelings information. We may cover up how we feel in order to protect others.We say that everything is fine when it is not.We claim that we're not worried, when we are.However, such deception is easy to spot.We don't protect our clients or family in this way, but instead, we create an atmosphere of mistrust.
37 RelevanceEnhances communicationEnhances quality of relationshipsSource of info about your clientSends information to client
38 Identify Emotions Questions Pay attention to emotion cues?Pick up on emotional signals?Read people accurately?Accurately express my emotions?
41 Use Emotions Use emotions to help you think in different ways Match the right emotion to the task
42 Use Emotions Provide us with a clear focus What Negative Moods Do For ThinkingProvide us with a clear focusDetails examined more efficientlySearch for errors is enhancedWhat Positive Moods Do For ThinkingExpands our thinkingHelps generate new ideasEncourages us to consider possibilities
43 Use Emotions: Specific influence of emotions ImpactAngerFightDisgustRejectFearAvoidSadnessGive upSurprisePay attentionHappinessExplore
44 Communicate, motivate and inspire RelevanceEmotional connectionCommunicate, motivate and inspireEmpathy
45 Use Emotions Questions Consider how client’s moods impact his decision making?Is this the right time for this discussion?Match the mood to the situation?
53 Manage Emotions Emotions contain data, so stay open to feelings Good decisions and actions require emotion.
54 Relevance MacLean Damasio Ironically, the feeling that something is real, true, and right comes not from the reasonable neocortex, but from evolutionary older, emotion centers of the limbic cortex.MacLeanFar from interfering with rationality, the absence of emotion and feeling can break down rationality and make wise decision making almost impossible.Damasio
55 Manage Emotions Questions Pay attention to what your feelings are communicating to you?Stay open to unpleasant feelings?Get at the deeper meaning of client communications?
56 Manage Emotions Consider a few recent decisions. Have you ever made a decision where the logical arguments were strong, but you had a bad feeling about the situation?Have you made a good decision where you had a feel for the right thing, even though the numbers did not support the decision?
57 A blueprint for emotions… What emotions are you, and others, experiencing?11How are these emotions directing and impacting thinking?2IDENTIFY4MANAGE2USEUNDERSTANDHow do you manage your emotions and other’s emotions?What caused these emotions? How might these emotions change?433
58 Manage Emotions Exercise Emotional Blueprint Case
59 A focus on emotion does not make you weak or vulnerable. Key Points:A focus on emotion does not make you weak or vulnerable.Emotions are dataSignals about relationshipsUse the Blueprint
60 An emotionally-intelligent conclusion Does it matter how we end a meeting?A phone call?A conference?This session?PleasantUnpleasantHigh10987654321Low?