1. Why Employees Remain? Individual Supervisory Relationship Organizational Pride and Integrity Individual/Career Development Rewards and Compensation

2. Gallup Organization – National Survey (from “First Break All the Rules”) 1. I know what is expected of me at work (C/P/P/T) 2. I have the materials and equipment I need to do my work right (P/T) 3. At work, I have the opportunity to do what I do best every day (C/P/-/T) 4. In the last seven days, I received recognition or praise for doing good work (C/P/P) 5. My supervisor, or someone at work, seems to care about me as a person (C/P/P/T) 6. There is someone at work who encourages my development (P/P)

3. Gallup Organization (continued) 7. At work, my opinions seem to count (P/P) 8.The Mission/Purpose of my company make me feel my job is important (P) 9.My co-workers are committed to doing quality work (P/P) 10.I have a best friend at work (C/P) 11.In the last six months, someone at work talked to me about my progress (C/P) 12.This last year, I had opportunities at work to learn and grow (P)

4. Leadership/Management Success Technical Skills I.Q. – Cognitive Skills Emotional Intelligence

5. Emotional Intelligence (Daniel Goleman) Ability to work with others Effectiveness at leading change Five Factors: –Self-Awareness –Self-Regulation –Motivation –Empathy –Social Skills

6. Self-Awareness The ability to recognize and understand your moods, emotions, and drives, as well as their effect on others.

7. Signs of Defensiveness Loss of humor Taking offense High charge or energy in the body Sudden drop in I.Q. Wanting to be right (no question about it) Wanting the last word Cynicism (victim) Sarcasm Flooding with information to prove a point Endless explaining and rationalizing Playing poor me Rigidity Denying Withdrawal into deadly silence

8. Signs of Defensiveness (continued) Making fun of others (being highly critical) “It’s just how I am” Not wanting to negotiate Blaming Confusion Suddenly tired or sleepy Intellectualizing Acting crazy (temporarily insane) Being too nice Selective deafness Attack Holding a grudge I am aware of that; leave me alone Hearing only what I want to hear Trivializing with humor

9. Self-Regulation The ability to control or redirect disruptive impulses and moods The propensity to suspend judgment – to think before acting

10. Motivation A passion to work for reason that go beyond money or status A propensity to pursue goals with energy and persistence

11. Empathy The ability to understand the emotional make-up of other people Skill in treating people according to their emotional reactions

12. Social Skill Proficiency in managing relationships and building networks Ability to find common ground and build rapport

13. “Knowing others is intelligence; knowing yourself is true wisdom. Mastering others is strength; mastering yourself is true power.” Lao Tzu