Emotional Intelligence at Workplace Pradeep Gulati

Emotional Intelligence Ability to manage emotions in one’s self & in others in order to reach the desired outcomes. Emotional intelligence focuses on the aspects of intelligence that govern self-knowledge and social adaptation.

You loose it all…if you don’t have it Rohan, a healthcare association manager, had all the professional skills & experience: a B.Tech from IIT & MBA from IIM, he had an unstoppable energy, charisma, and a razor-sharp wit. Considering these raw ingredients of success, Rohan should have been a star in his company. In reality, however, turnover in his department was high, and morale was low. His career fell apart before his eyes. Why? The reason is simple — Rohan had high IQ, but his "EI," or emotional intelligence, was sorely lacking. He used to hurt others with "joking" remarks, reacted badly to criticism, and became impatient when his employees brought issues to his attention. All the energy and advanced degrees in the world cannot overshadow these glaring weaknesses. Few facts: ‘90% of the top performers have high EQ.’ ‘EQ is responsible for 58% of your job performance.’ ‘People with high EQ make more $ annually than their low EQ counterparts.’

Why do people with high IQ not always succeed?

Rules of work are changing, we are being judged by not just how smart we are but also by how well we handle each other & ourselves. A growing body of research demonstrates that emotional intelligence is a better predictor of “Success” than traditional measures of cognitive intelligence (IQ). EI = IQ + EQ

Ned Hermann’s Whole Brain Model An interplay between Left & Right Thinking intelligently & emotionally uses the brain wholly

Possible Situations at workplace where EI (use of left & right brain) is required Dealing with a difficult customer Convincing him about your product Negotiating to achieve a win-win situation Retaining a customer/ employee In unfortunate circumstances like downsizing, communicating an organizational setback, etc. Communicating/ Managing a change Understanding the political landscape for a new project Dealing well with setbacks Situational Leadership Dealing with difficult boss There is a continuous Transition of Organizations from Operational Centric to Employee Centric & Customer Focused Therefore, each interaction that happens in the organization has to essentially be Emotionally Intelligent

Who is a Good Leader? Leading Others Managing effective teams and workgroups Building and maintaining relationships Developing others & Communicating effectively Who is a Good Leader? Leading the Organization Managing change Solving problems and making decisions Managing politics and influencing others Taking risks and innovating Setting vision and strategy Enhancing business skills and knowledge Leading Oneself Developing adaptability Increasing self-awareness Managing yourself Increasing capacity to learn Exhibiting leadership stature Developing ethics and integrity

70% of the reasons for losing clients/customers are EI-related: Poor service. Poorly handled complaints Unpleasant interactions. Didn’t go the extra mile. No follow-up. Lack of human connection Source: Research at the Center for Creative Leadership, 1994, cited in Orioli (2000)

75% of the reasons careers get derailed are EI-related: Unsatisfactory team leadership during challenging times. Inability to handle interpersonal issues Inability to adapt to change. Inability to elicit trust. Source: Research by Forum Corporation on Manufacturing and Service Companies, 1989-1995, cited in Orioli (2000)