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1 Prof Sattar Bawany CEO & Master Executive Coach, CEE Global Master Facilitator, HRM Skills/HR Singapore WORKSHOP Emotional Quotient (EQ) for Workplace Success” 25 June 2014 © Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global) www.cee-global.com (HRM Skills is an Affiliate Partner of CEE Global)

CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

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Page 1: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

1

Prof Sattar Bawany

CEO & Master Executive Coach, CEE Global

Master Facilitator, HRM Skills/HR Singapore

WORKSHOP

“Emotional Quotient (EQ) for

Workplace Success” 25 June 2014

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 2: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

2

Are You A Tiger Or A Deer?

Every morning in Asia, a tiger wakes up. It knows it

must outrun the slowest deer or it will starve to death.

Every morning in Asia, a deer wakes

up. It knows it must run faster than the

fastest tiger or it will be killed.

It doesn’t matter whether you are a tiger or a deer: when

the sun comes up, you’d better be running…..

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 3: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

3

Top – Optimistic

Middle – Realistic

Bottom – Negative,

Pessimistic

Looking at you:

Direct

Devil’s Advocate

Very Detailed:

Analytical

Cautious

Distrustful

Bigger Ears – Better Listener

Little Details:

Ernest

Risk taker

Facing Left:

Traditional

Friendly

Good at

details

Facing Right:

Innovative

Active

Creative

4 Legs:

Secure

Stubborn

Stick to ideals

3 Legs or

Less:

Paranoid of

Change,

Insecure Long Tail – Good Sex Life

How Well Do You

Know YOURSELF?

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 4: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

4

Module 1

INTRODUCTION & OBJECTIVES

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 5: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

5

• CEO & Master Executive Coach, CEE Global

• Master Facilitator, HRM Skills/HR Singapore

• Over 25 years’ experience in executive coaching,

facilitation, leadership development and training

• Adjunct Professor teaching international business strategies

and human resource courses

• Assumed senior leadership roles with DBM Asia Pacific,

Mercer Human Resource Consulting, The Hay Group and

Forum Corporation

• A Graduate of Corporate Coach U and certified in MBTI™;

Extended DISC®, and Bar-On Emotional Intelligence

Inventory Assessments EQ-i™ and EQ-360™

About Workshop Facilitator Pg. 75

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 6: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

6

S

C

O

P

E

HARE

HALLENGE

PEN MINDED

LAN CHANGES

NJOY OURSELVES

The S.C.O.P.E. Approach

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 7: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

7

Format of Workshop

Input from Facilitator

Exercises

Sharing Experience

Self Reflection

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 8: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

8

LEADERSHIP

(KING)

YOU

EYES

HEART

EAR

UNDIVIDED

ATTENTION

How To Benefit From The Program:

ADOPT ‘ACTIVE LISTENING’

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 9: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

9

Workshop Agenda Pg. 11

Module 1: Workshop Overview; Introduction & Objectives

Module 2: What is IQ & EQ?

Module 3: Measuring Your EQ

Module 4: EQ and Leadership Effectiveness at the Workplace

Module 5: Developing Your Emotional Intelligence at Work

Module 6: Developing a SMART Personal Action Plan & Close

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 10: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

10

Upon completion of the Workshop, the participants

will be able to:

• Understand the Importance of Emotional Intelligence in

Organizations,

• Understand why EQ is critical for great Performance and

Leadership Effectiveness

• To know assess own EQ profile using a EQ self-assessment

tool

• Develop a Personal EQ Development Strategy

• Understand how EQ impact on Leadership Capabilities

• Understand the impact of EQ on Team Effectiveness

Workshop Objectives Pg.. 11

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 11: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

11

“I found that for jobs of all kinds, emotional competencies were

twice as prevalent among distinguishing competencies as

were technical skills and purely cognitive abilities combined. In

general the higher a position in an organization, the more EI

mattered: for individuals in leadership positions, 85 percent of

their competencies were in the EI domain." -- Daniel Goleman

"Knowing others and knowing oneself, in one hundred battles

no danger. Not knowing the other and knowing oneself, one

victory for one loss. Not knowing the other and not knowing

oneself, in every battle certain defeat." --

Sun Tzu, The Art of War

Quotable Quotes

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 12: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

12

Individual Activity:

Personal Learning Goals (Pg. 12)

The purpose of this activity is to develop personal

goals for this Workshop.

Think about what you would like to accomplish

through this Workshop.

Then list three personal goals for improving your EQ

(social and interpersonal) skills.

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 13: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

14

Module 2

IQ AND EQ

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 14: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

15

You CAN change this !

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 15: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

16

Intelligence Quotient (IQ)

IQ refers to an individual’s logical abilities (or

the cognitive aspects of intelligence) such as

memory, problem solving, how to rationalize

and analyse as well as scholastic abilities

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 16: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

17

Emotional Intelligence (EI) & EQ

Emotional Intelligence, also called EI and often measured as an Emotional Intelligence Quotient (EQ), describes an ability, capacity, or skill to perceive, assess, and manage the emotions of one's self, of others, and of groups

“Anyone can become angry – that is easy.

But to be angry with the right person, to

the right degree, at the right time, for the

right purpose, and in the right way – that

is not easy.”

Aristotle in ‘Nicomachean Ethics’

Goleman, D. (1995) Emotional Intelligence: Why It Can Matter More Than IQ. New York: Bantam Books.

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 17: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

18

Emotional Intelligence by Goleman

“The capacity for

recognizing our own

feelings

and those of others, for

motivating ourselves, for

managing emotions well in

ourselves and in our

relationships.”

Goleman, D. (1995) Emotional Intelligence: Why It Can Matter More Than IQ. New York: Bantam Books.

Goleman, D. (1998) Working with Emotional Intelligence. New York: Bantam Books.

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 18: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

19

Harvard Video on

Emotional & Social Intelligence

Interview with Daniel Goleman

(Pg. 22)

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 19: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

20

Goleman’s EI Competency Framework

Self Others

Aw

are

ness

Ac

tio

ns

Positive impact

on others

Self

Awareness

Social

Awareness

Self

Management

Social

Skills

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 20: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

21

Goleman’s EI Framework Pg. 24

Self Awareness

Emotional Self Awareness

Accurate Self Assessment

Self Confidence

Social Awareness

Empathy

Organizational Awareness

Service Orientation

Self Management

Self Control

Trustworthiness

Conscientiousness

Adaptability

Achievement Orientation

Initiative

Relationship Management

Visionary Leadership

Influence

Developing Others

Communication

Change Catalyst

Conflict Management

Building Bonds

Teamwork & Collaboration

Goleman, D. (2000) Leadership That Gets Results. Harvard Business Review. March-April

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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(HRM Skills is an Affiliate Partner of CEE Global)

Page 21: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

22

First,

self

Then

others

1. Self Awareness 2. Self Management

3. Social Awareness 4. Relationship Management

Goleman’s EI Framework Pg. 27

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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(HRM Skills is an Affiliate Partner of CEE Global)

Page 22: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

23

Self Awareness

Ability to recognise moods, emotions and

drives. Emotional self awareness, accurate

self assessment, self confidence

I can read and understand my own emotions

I recognise the impact my emotions have on my work,

relationships etc.

I know my strengths, limitations, when to ask for help

I make decisions which are consistent with my values

I have a strong & positive sense of self-worth.

Self Awareness

Self Management

Social Awareness

Relationship

Management

Goleman’s EI Framework

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 23: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

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I control my own disruptive emotions & impulses

I act with honesty, integrity, & can be trusted by others

I am conscientious – I manage myself and responsibilities

I am adaptable, capable of adjusting to changing situations

I drive myself to meet my internal standard of excellence; I

seize opportunities which come my way.

Self Awareness

Self Management

Social Awareness

Relationship

Management

Self Management Self control, trustworthiness,

conscientiousness, adaptability,

achievement orientation, initiative

Goleman’s EI Framework

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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Page 24: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

25

I am capable of sensing other people’s emotions and taking

these into account

I try to understand others’ points of view, and take an active

interest in their concerns

I am able to read the currents of family/organisational/social

life

I build decision networks and navigate politics

I am able to recognise and meet customer needs.

Self Awareness

Self Management

Social Awareness

Relationship

Management

Social Awareness

Empathy, organisational awareness,

service orientation

Goleman’s EI Framework

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 25: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

26

I can take charge, inspire, persuade, lead with a vision

I am able to improve the performance of others by providing

feedback and guidance

I am able to listen to others and to send clear, convincing and

well-tuned messages

I am proficient at cultivating and maintaining a web of

relationships

I am competent at promoting cooperation and building teams.

Self Awareness

Self Management

Social Awareness

Relationship

Management

Relationship Management

Visionary leadership, influence,

developing others, communication,

change catalyst, conflict management,

building bonds, teamwork &

collaboration

Goleman’s EI Framework

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 26: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

27

Emotional Intelligence by BarOn

“The measurement of emotional

intelligence in the workplace is the

first step towards improving it. The

truly intelligent leader is one who is

not only “cogtelligent” (cognitively

intelligent) but also “emtelligent”

(emotionally intelligent).”

Reuven Bar-On is the author of the EQ-i®

and the person who coined the term "EQ" in 1985.

Bar-On, R. (1997). BarOn Emotional Quotient Inventory (EQ-i®), Technical Manual. Toronto ON: Multi-

Health Systems, Inc..

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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(HRM Skills is an Affiliate Partner of CEE Global)

Page 27: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

28

BarOn’s EI Framework

• ‘Why do some people have better psychological well-

being than others?’

• ‘What factors contribute to success in life?’

• Defined the first theoretical model and test of emotional

and social intelligence (1987)

• Array of non-cognitive competencies & skills

• Influence ability to succeed in coping with environmental

demands and pressures

Bar-On, R. (1997). BarOn Emotional Quotient Inventory (EQ-i®), Technical Manual. Toronto

ON: Multi-Health Systems, Inc.

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 28: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

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Measure of EI – BarOn EQ-i®

• Intrapersonal - how we deal with and understand

ourselves

• Interpersonal - how we understand and deal with others

• Adaptability - how we deal with a changing environment

• Stress Management - how we manage stress

• General Mood - reflecting our sense of pleasure and

optimism

Bar-On, R. (1997). BarOn Emotional Quotient Inventory (EQ-i®), Technical Manual. Toronto

ON: Multi-Health Systems, Inc.

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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(HRM Skills is an Affiliate Partner of CEE Global)

Page 29: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

30

Total EQ

BarOn’s EI Framework Pg.. 26

Leadership Effectiveness

Intrapersonal

Self Regard

Emotional Self Awareness

Assertiveness

Independence

Self Actualisation

Interpersonal

Empathy

Social responsibility

Interpersonal

relationship

Stress Management

Stress tolerance

Impulse control

Adaptability

Reality testing

Flexibility

Problem solving

General Mood Happiness, Optimism

Adapted from Stein, S. J. & Book, H. E. (2006). The EQ Edge: Emotional Intelligence and Your Success.

Toronto, ON: Multi-Health Systems, Inc. (Revised and Updated Edition)

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 30: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

32

How the Brain Works

Amygdala

The brain’s emotional memory bank

Stores memories (failures and victories); scans incoming

information for threats and opportunities

What makes us “snap” (e.g. Mike Tyson biting Evander

Hollyfield’s ear, Zinedine Zidane’s Head Butt during World

Cup’s Finals Soccer Match; Road rage)

“Fight or Flee” Part of the Brain

Amygdala

Thalamus

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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(HRM Skills is an Affiliate Partner of CEE Global)

Page 31: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

33

1. Have you ever had an ‘Amygdala Hijack’?

2. What would be an example of a mild Amygdala Hijack?

3. What would be an example of an ‘Amygdala Hijack’ in a performance management session? (For the manager and the employee receiving feedback)

4. What would be an example of a ‘Amygdala Hijack’ in a team meeting?

Individual Exercise:

‘Amygdala Hijack’

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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(HRM Skills is an Affiliate Partner of CEE Global)

Page 32: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

35

Module 3

MEASURING EQ

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 33: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

37

Emotional Intelligence

Self-Evaluation

Refer to Page 32 - 34 of the Workbook

The purpose of this self-evaluation is

to measure your tendencies and

abilities within various areas of

Goleman’s five areas of emotional

intelligence.

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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(HRM Skills is an Affiliate Partner of CEE Global)

Page 34: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

38

EI Mini Quiz –

How Emotional Intelligent Are You?

The purpose of the following quiz is to

provide you with an introduction to

Emotional Intelligence (EI)

The results you get from this quiz are

NOT a comprehensive picture of your

EI. If you are interested in testing and

developing your EI, you should contact

us for information on BarOn EQ-i®,

Emotional Quotient Inventory, a tool

designed to be administered by

accredited users only

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

www.cee-global.com

(HRM Skills is an Affiliate Partner of CEE Global)

Page 35: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

61

Module 4

EQ & LEADERSHIP EFFECTIVENESS

AT THE WORKPLACE

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Page 37: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

63

Individual Exercise:

Your Experience with Emotional

Intelligence

Think of the Best Boss you have ever had

What were this person’s most salient characteristics?

What made them wonderful to work for?

Think of the Worst Boss you have ever had

What were this person’s most salient characteristics?

What made them terrible to work for?

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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Page 38: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

64

Importance of EI in Achieving Results

• Profitability

• ROI

• Cost Optimisation

• Employee Satisfaction

• Employee Loyalty

• Company Policies

• Rewards and Flexibility

• Culture, Espirit De Corps

• EQ/EI Competencies

• Leadership Styles

• Ontological Humility

Organisational Results

Employee Engagement

Organisational Climate

Leadership Effectiveness

Customer Loyalty

• Customer Satisfaction

• Service Value/ Relationship

Sattar Bawany, “Making Results-based Leadership Work in Singapore” Singapore Business Review,

http://sbr.com.sg/hr-education/commentary/making-results-based-leadership-work-in-singapore, 12 February 2013

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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Page 39: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

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"A leader's intelligence has to have a strong

emotional component. He has to have high self-

awareness, maturity and self-control. She

must be able to withstand the heat, handle

setbacks and when those lucky moments arise,

enjoy success with equal parts of joy and

humility. Emotional intelligence is more rare

than book smarts, but it is actually more

important in the making of a leader."

Jack Welch, former Chairman & CEO of GE Inc.

Speaking to The Wall Street Journal

Leadership and EI

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Page 40: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

69

"Research shows convincingly that EQ is more

important than IQ in almost every role and many

times more important in leadership roles. This

finding is accentuated as we move from the

control philosophy of the industrial age to an

empowering release philosophy of the knowledge

worker age.”

Dr. Stephen Covey,

Author of The 7 Habits of Highly Effective People

Leadership and EI

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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Page 41: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

70

Level 5 Leaders: Not what you think

Level 1: Highly Capable Individual

Level 2: Contributing Team Member

Level 3: Competent Manager

Level 4: Effective Leader

Level 5: Executive – Builds enduring greatness through a

paradoxical blend of personal humility and professional

will.

Level 5 Leadership & EQ

Jim Collins, Good to Great; Harper Collins: 2001

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Page 42: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

71

Level 5 Leaders:

Many people have the potential to be Level 5

Ambitious for the organisation – not for themselves

Set up their successors for even greater success

Display modesty, are self-effacing and understated

Are driven by a need to produce results

Credit success to others but take responsibility for failure

Level 5 leaders score well on EQi

Level 5 Leadership & EQ

Jim Collins, ‘Good to Great’; Harper Collins: 2001

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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Page 43: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

73

The Six Leadership Styles Pg. 46

1. Coercive / Commanding: “Do what I tell you”

2. Authoritative / Visionary: “Come with me”

3. Affiliative: “People come first”

4. Democratic: “What do you think?”

5. Pacesetting: “Do as I do, NOW!”

6. Coaching: “Try this”

Goleman, D., Boyatsis, R., & McKee, A. (2004). “Primal Leadership: Learning to Lead with

Emotional Intelligence”. Harvard Business School Press.

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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Page 44: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

78

Module 5

DEVELOPING YOUR EMOTIONAL

INTELLIGENCE AT WORK

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Page 45: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

79

Self-Awareness Pg. 50

• Self-awareness means being able to tune into feelings,

senses, appraisals, actions, and intentions and being able

to apply this to how you respond, behave, communicate,

and operate.

• Self-awareness is a characteristic that everyone should

develop as it is apparent in our everyday lives.

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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Page 46: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

86

Effective Communication

Communication is the ability to share information with

people and to understand what information and

feelings are being conveyed by others.

Communication can take on many forms including

gestures, facial expressions, signs, vocalizations

(including pitch and tone), in addition to speech and

written communication.

Effective communication is the lifeblood of a

successful organisation.

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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Page 47: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

87

The Four Communication Skills Pg. 51

Encourage

Reinforcing, empathising, accepting (not

necessarily agreeing with the individual)

Listening

Concentrating, suspending judgment, remembering

Confirming

Summarising, checking

Questioning

Open-ended, closed-ended, high-gain questions

© Copyright 2014 Centre for Executive Education Pte Ltd (CEE Global)

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Page 48: CEE HRM Skills Workshop on Emotional Quotient (EQ) for Workplace Success - 25 June 2014

88

The Purpose of The Four

Communication Skills

Encouraging: To keep individuals participating

Listening: To listen and retain the facts and feelings

expressed by individuals

Confirming: To clarify your understanding of the facts and

feelings expressed by individuals

Questioning: To obtain in-depth information about the

situations, issues, perspectives, and values of individuals

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Communication Skills

Confirming:

Shows that you have been listening and that you

understand the other’s perspective

Confirm by:

Summarising – restate or paraphrase by listing

important points

Checking – check for agreement by watching for

nonverbal signals or by asking directly: “Does that

accurately summarise our conversation?”

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Active Listening Skills Test

Pg. 54

The Facilitator will read ten statements and/or

questions. You are to adopt active listening (as the

facilitator will not repeat) and indicate your

response and/or answers in your Workbook.

Instructions:

Individual Activity

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MANAGING CONFLICT WITH EQ

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104

Five Steps For Resolving

Conflicts: A.G.R.E.E. (See Pg. 59)

Acknowledge: Acknowledge conflict; all necessary

participants agree to come to the table.

Ground Rules: Set ground rules for the conflict

resolution.

Reframe: Reframe the conflict from individual positions

to a neutral, mutually acceptable statement of the

issues.

Explore: Diverge - Explore a variety of options for

resolving the conflict.

Evaluate: Converge - Evaluate options and decide on a

solution.

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Group Exercise – Resolving Conflict

Using A.G.R.E.E. Framework

Step 1: In your group, decide who will play each of the roles described in the

scenario on the following page, including the role of observer.

Step 2: Use the Preparation Worksheet on Pg. 67 to prepare to play your role.

Observers should review the description of the observer role on Pg. 64.

Step 3: Why you are meeting: To determine if there is any hope for collaboration.

You want to avoid damaging the community spirit in town. When you are meeting:

Prior to a public meeting of the NOVENA Town Council Meeting.

Step 4: Play out the scenario with different members of the team assuming the

different roles and start the A.G.R.E.E. process.

Debrief

Total: 30 mins (Preparation: 5 mins; AGREE Process: 15 mins and Debrief 10

mins)

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Module 6

SUMMARY & SMART PERSONAL

ACTION PLAN

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Individual Exercise: Creating a

SMART Personal Development Plan

Specific Goal

Measurement When I achieve this goal, I will know I am successful because:

Other people will notice the following difference(s):

Actions What action will I take? What will I do differently?

Reality Check Is this goal achievable?

Why is this goal important?”

What resource(s) do I need? Funding? Support?

Timeline

When will I start?

When do I expect to meet my goal?

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121

If you do tomorrow what you did yesterday

Your Future is History……………

If you do tomorrow what we’ve covered today

Your Future is Historic!!!

Final Thoughts…

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123

Coming together is a beginning.

Keeping together is progress.

Working together is success.

- Henry Ford

Final Thoughts…

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124

EI and the Making of a

Great Leader

“GREAT LEADERS CARE MORE

ABOUT THOSE THEY LEAD THAN

THEMSELVES.”

Visit :

http://www.youtube.com/watch?v=03o1JZ7c7gI

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Prof Sattar Bawany

CEO, Centre for Executive Education (CEE)

C-Suite Master Executive Coach, EDA Asia Pacific

Master Facilitator, HRM Skills/HR Singapore

Email: [email protected]

Articles: http://www.cee-global.com/6/publication

Slideshare: www.slideshare.net/cee-global

LinkedIn: www.linkedin.com/in/ceeglobal

Facebook: www.facebook.com/ceeglobal

Twitter: www.twitter.com/cee_global

Further Dialogue on Social Media

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(HRM Skills is an Affiliate Partner of CEE Global)